Here comes the end of the year and with it countless executive road shows criss-crossing the country to get in front of the employees. You’ll stuff them all in a lunchroom or a foyer, maybe a sad hotel meeting room or a drafty church basement. The chairs will be a bit too close, the room […]
The Voice of the Employee is a Battle of the Bands
Last time we looked at the rather muddled ownership of the voice of the customer (VOC) in most organizations. This important part of understanding what customers want, how they feel and what’s on their minds is claimed by many in the organization, but properly owned by nobody. Sadly, the same can be said for the […]
Five Reasons to Invest in Supervisor Communications Training
My friend Laurel is not having a nice time at work. Fresh off an eight-city, 14-site tour with the executive team, she’s exhausted and frustrated about the lackluster attendance and engagement in her town hall meetings. “I don’t get it,” she said, opening a second fizzy vodka drink. “We prepped everyone right down to our […]
Winning the Attention Game
The sippy cup followed a near-perfect arc across the busy coffee shop as it travelled from frustrated toddler to startled customer, sprinkling apple juice on everything in its path. The mum, balancing a baby and a smoothie, apologized as best she could and made a hasty exit, explaining that he just wanted her attention and […]
The Case for Free-Range Executives
My friend Genevieve is an outstanding HR professional and legendary consumer of fine chocolate. She has recently spent her time working on integrating two corporate cultures following a big merger. It’s not going well. “I’m stress-eating Lindt balls,” she confessed. “The other night, I ran out and ate a cocoa-flavoured lip balm, just so I […]
