I was asked once to review some automated programming services a state was offering. Funny thing, there was a statement that said, “If someone is available to answer your call, they will–if not call call later.” Good customer service? Someone thought so. I was appalled. This has to do with both customer service and training. …
Trust is built over time through caring, reliability, and genuine support. It’s torn down far quicker than it is built. Teams don’t succeed and organizational change efforts won’t succeed without trust. Yet how intentional are teams and most work environments in building trust? Lencioni’s popular book, Five Dysfunctions of a Team, has the foundation block …
Do you manage by walking around? What do you see? People excited about their job or people just going through the motions? Here are 10 ways, that do not cost much if anything, to turn “it’s just a job” employees into engaged, energized employees. 1. Spend time out in the field. Ask your employees how …
Why are Executive Summaries so Important? Some federal grant guidelines require an Executive Summary or Project Summary. Some Project Summaries have page limitations and strict rules about their content. However, if the Executive Summary is open-ended you have an opportunity to introduce your narrative and provide a roadmap for reviewers. If your Executive Summary is …
Just because a crisis isn’t in the news, doesn’t mean it’s gone for good Don’t shelve that bird flu crisis plan just yet. In case anyone had assumed this threat was completely gone simply because it vanished from mainstream media coverage,the disease has actually killed two people this year in China, and another large outbreak …
This question has nagged me for a while. It emerged to the forefront as I recently considered the most efficient way to carry out my responsibilities, spurred on by the 20-80 rule: 80% of our outcomes come from 20% of our efforts. So how do you evaluate on a budget? Should you do-it-yourself (DIY) or …
Does your hiring process consist of proven practices or just a hodgepodge of activities that get into gear when someone says, “I need more people” or “Sally has left and we need someone to take her place NOW?” Smart hiring is more than posting requisitions, screening, interviewing and checking references. It is a series of …
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People react very differently to the waves of change that suddenly flood the work and marketplace. Some, who feel confused or unsettled struggle to keep their heads above water gasping for air. By contrasts, others, who may not even like or agree with the changes, nevertheless accept them, get on with their lives and swim …
This posting is a continuation of the email exchange begun last Tuesday. “I am happy to step down and then go through the hiring process, I just don’t understand how it works. When, specifically, do I step down from the board? Is it when we have enough money to pay staff or as soon as …
