1. Share a Common FoundationWhen you hear employees (or yourself) begin to use UVT language, such as “They won’t let me do this,” or “They cut our funding for that,” it’s time to step back and figure out what you ...
As you deliberately set out to create a culture of service excellence, you may find yourself encountering resistance. Your employees’ abilities and desires to change are vital to the success of your organization; they are the ones with the closest ...
1. Promise to Your StaffYou expect your frontline employees to embody your mission in every encounter, but do they know just how to accomplish that? More importantly, do they truly believe that the organization stands behind the mission? If you ...
1. Hold Up the MirrorOftentimes, employees entrenched in denial are unaware of their behavior. As a leader and a coach, it’s your job to help them take a step back and recognize the reality of their habit. This does not ...
Imagine a child struggling to learn new math facts for a big test. After much post-test anxiety, the student proudly rushes home with his test paper adorned with a bright sticker and the words, "Way to go!" boldly written across ...
What is UVT? It's the phenomenon better known as "Us Versus Them." The most common symptom is the recurring use of the word "they." You can recognize UVT in language such as, "They cut our budget," or "They don't understand ...
You know that the right words at the right time can give employee morale a much-needed boost while the wrong words leave morale in the dust. Sometimes, however, it’s hard to know which words are the right ones. Being an ...
Whether you're a coach, a supervisor, or a co-worker, you've most likely felt the queasy stomach and uncertainty that come from facing the need to initiate a crucial conversation. Whatever the nature of the exchange, crucial conversations are typically characterized ...
Falling back on tried and true excuses may be the comfortable thing to do when faced with the hard truths that surveys sometimes expose, but that denial trap isn't helping you reach any of your patient satisfaction goals. I'm sure ...
At some time or another, every human being is swept up in that search for purpose. Aside from a paycheck, most workers will cite that what makes them happiest is that they have a meaningful level of contribution to their ...
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