I’m not a big fan of acronyms, but I created the acronym REAL – responsibility, expectations, accountability, learning – to try to describe what I think right relationships at work should look like. I recognize that very few of our relationships at work will develop into the goal of interdependent partnerships, but that can never [...]
In contractual relationships, our primary concern is holding others accountable for high standards of performance. Effective contractual relationships require what we deal with others in good faith and that we assume full responsibility for performing our part of the arrangement. That is absolutely essential, but the normative trust and commitment of contractual relationships will never [...]
Last night the #leadfromwithin community impressed the heck out of Lolly Daskal and I as we presented them with 10 questions on trust. Lolly produced a transcript of the chat that was 144 pages long! There is no way I can cover all 144 pages, or give credit to every incredible person that participated, but [...]
Last night I participated in a twitter chat with the incredible Lolly Daskal and the #leadfromwithin community. The topic was trust, and over the course of an hour Lolly and I provided the group 10 questions on trust and the group engaged in some excellent conversation around those questions. Lolly produced a transcript 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 [...]
