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Recent PodSpotsBlazing Service: Recommending Service Improvements
Blazing Service: Identifying What Needs Fixing
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Blazing Service: Who's the Customer?
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Recent blog postsChanging the way trainers train
The end of REPLY ALL emails?
Do you value your employees enough to pay them to quit?
What? Brainstorming is the enemy of innovation? Say it isn't so!
Do you know how to run a successful brainstorming session?
Are we living in a post-CEO world?
Who Cares About Excellent Customer Service?
All Leadership All The Time
Well? Why do we exist?
Me and My Relationship with Work
How to make the most of what happens when things go south.
by Adele Sommers
Have you ever noticed how our public faces often reflect our private ones -- and how difficult it is to hide our challenging issues under the rug? It's probably no surprise, then, that customers also can be quite sensitive to disconnects within an organization that personnel may be experiencing.
After all, employees (and any consultants and contractors) in your organization must work together through a variety of essential hand-offs and interrelationships.
by Elizabeth Doty
“Cross-functional gridlock” happens when functions and departments who need to coordinate become stuck, each unable to deliver on their goals and effectively forced to compromise on quality, schedules, budgets or all three. In its extreme form, the pattern can escalate to such heated conflict that entire projects or processes are paralyzed just as city drivers are by traffic gridlock. And just as with a traffic jam, if you look down at the pattern from above, you can see how a smooth flow becomes a tight knot of honking vehicles and frustrated drivers pulled tighter and tighter as each player tries to push forward.
by Adele Sommers
Why do some projects proceed without a hitch, yet others flounder? One reason may be the type and quality of the questions people ask at the very start. Below are 17 insightful queries that can expose the uncertain aspects of your project, and thereby help you avoid expensive surprises later on.