I started having problems with my ATT U-Verse TV and internet service on Monday this week. Yesterday, I finally sent this tweet just to see if anyone else in my area was also experiencing problems. Less than an hour later, this tweet came through from @ATTMikeT By the end of the morning, Mike had called [...]
Yesterday, I reported the results of a very well designed study on trust and team performance. That study found that team trust helped team members give better effort and hold each other accountable for accomplishing team objectives on time. That study also examined another variable the author’s called team reflexivity. Here is their explanation of [...]
If team members don’t trust each other, will it affect the performance of the team? Yes, according to new research published in the Academy of Management Journal. This well designed study of 73 teams, consisting of 565 team members and 73 supervisors also offered partial explanation for how trust between team members affects team performance. [...]
My new post at The Leader Lab is entitled “Why We Trust.” A new study of 66 teams sheds new light on why people in teams develop trust in each other. If teams are important in your organization, then take the time to click on the link above and read the full text of the [...]
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I am speaking this morning to a group of leaders at Truckee Meadows Community College. It’s not often that I get a chance to speak to colleagues in education about leadership so I am looking forward to it. These folks have been participating in leadership development and my talk will be the final session. I [...]
Crappy Systems – The Reason Why Good Service Is So Elusive
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
