Part 1 of this series is What Do Consultants Do?, which defines a consultant (as Peter Block puts it) as someone who is trying to change another person, process or organization, but who has no direct control over what they are trying to change. That post also listed numerous roles that a consultant might play. …
I got a call from an organization that was (as they said) “desperate to finally do good strategic planning.” A Far Too-Common Approach to “Strategic Planning” The previous two times they did “planning,” the organization hired a facilitator and: 1. Got Board members together for one retreat. 2. Word-smithed the words on their mission statement. …
We can’t place enough value on the face to face interactions we have with our call centre staff. Making it a daily habit to ‘walk-about’ is a great one to establish early on when you’re leading a team. But ‘positive reinforcement’ comments can be double edged and you may be perceived as being ‘fake’ if …
I’m Brian Venge and I’m the host of this blog. You can read more about me next to my picture in the sidebar. This blog will be about various aspects of quality management, and will focus especially on practical tips and tools, including posts from guest writers. You can learn more about this blog by …
Working with Human Systems In my last post, I emphasized the importance of complex human systems–we live and work for our whole lives in and as part of them. I suggested model building, practice, and reflection on our practice as effective ways to understand them more effectively. Finally I described how the model we will …
When I work with my coaching clients, we discuss the power of expressing consistent appreciation to others. Most people value appreciation and yet do not get the appreciation they feel they deserve – be it employees, associates, customers or family members. Here are 3 tips for giving effective appreciation to others: 1. Be sincere – …
Crisis management and social media are like PB&J Ruh roh. A new survey from German consultancy Gartner Communications found that while nearly 85% of companies worldwide have general crisis plans in place (yea!), only 20.7% have social media crisis plans set (boo!). Moreover, while 71% of in-house communicators think social media will become even more …
We say our people are our greatest resource. Do we only say that in good times? Because in bad times, it seems people are the resources we cannot afford. When times are tough, why do managers cut back on training when that is precisely what they need to do to correct productivity? Aren’t we realists …
The first Winter Storm Watch has been issued for the Twin Cities area this weekend, with a possible 5-8 inches of heavy wet snow. Hardware stores are downright giddy. Weatherpersons on TV glow with qualified excitement (hoping the storm will track through these parts). Fans of winter are oiling snowmobiles, waxing skies and sharpening skates …
Marketers believe that the economy is rebounding, and predict a moderate increase in their company’s performance going forward.
