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Hate Late Colleagues? 3 Steps to Handle!

Your colleague is late in the mornings. 3 hours last week. 2 hours yesterday. 1 hour today. You are counting. It is causing you stress. Feelings about the situation can build up over time – such as: resentment, frustration, anger, irritation, confusion, and jealousy. These feelings are certainly not a good way to start the day. You have work to accomplish, …

No need to be AT work with a Mental/Physical Illness

A first glance, you might think that this blog is about telling people with mental and physical challenges to STOP working. This is not that kind of blog. I have a dear friend who has worked in the office jungle for many years. Also during that time, she has suffered from an anxiety disorder and an unrelated physical illness. She has never told her …

Managing Depression and Mental Illness at Work

This post is part of a month-long series on suicide and depression, in honour of the Fiorella family, who lost their son Lucas, to suicide this year. You can read more about that story here and see more posts via the #notalone hashtag on Twitter. I had a lot of trouble coming up with my post to add to our month-long campaign to raise awareness of …

The NO PROBLEM – Problem!

I recently encountered a problem that I didn’t know existed. Are you aware that “NO PROBLEM” is a problem?  Specifically the term can have a negative impact on the customer experience. I was in a restaurant last week, having dinner with my family. We were eating at an earlier time, so the restaurant was relatively quiet. The couple beside us …

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …

4 Ways G Adventures Core Values Create Awesome Culture

A few weeks ago, I wrote my first post about my tour at G Adventures Basecamp in Toronto. There was so much to share that I couldn’t put it all in one post, so here’s number two… all about Core Values! I think strong, differentiated core values that are meaningful and clear build the foundation for strong culture. Your core values …

Digital Fluency IQ? Backwards BEFORE Forward!

What is Digital Fluency? Digital Fluency (as defined in the Workplace Reinvention Handbook) is the ability to effectively navigate, analyze and create information as well as interact and engage stakeholders in a wide variety of social and digital technologies. Why is it important? Employees and Managers with high Digital Fluency (and even those that …

IKEA I am WOWed! New President! New Customer Experience!

IKEA you have WOWed me! I didn’t know that was possible. Two places that I hate to be: Walmart – during the holiday season IKEA - on any given Saturday. I know I am not alone in this! I know, I know – so many of you are dedicated to the uber modern IKEA. Although I hate shopping at the store, I do like their furniture, and their price …