I can’t think of a job I’ve held in my life where I did not work with at least one ignorant person. By ignorant I mean someone that is either unaware of or unconcerned with the negative effect their behavior has on the work environment. For whatever reason, these people ignore the feedback and other [...]
Always assume full responsibility for your behavior Always expect others to assume full responsibility for their behavior Always show up on time, well prepared, and give your best effort Always think in every situation you find yourself in “how can I help?” Always be willing to walk away when you can no longer add value [...]
Never apologize for having reasonable expectations of other people Never make excuses when you fail to meet the reasonable expectations of others Never ask someone to lower their expectations just to make your life more convenient Never lower your expectations for your team just because of pressure from one member Never make a change without [...]
Wise leaders initiate their listening process by asking a lot of questions. The most important question they teach others to ask is “why”? Why do we do things this way? Why does this process matter in the first place? Why did it take so long for someone to ask why? At its best, leadership becomes [...]
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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 [...]
