05
Feb

DON’T Bring your Empathy & Sympathy to Work?

Do we really need to offer more of ourselves at work? Do we really need to add sympathy and empathy to our list of work tasks? Or, can we all benefit from a few kind words? “We are all adults here, time to suck-it-up!” There are many thoughts and/or comments surrounding “emotions” in the workplace. “We are all adults here, time …
08
Jan

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 …
11
Dec

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 …
29
Oct

3 Ways to Handle a “Little” Unethical Problem

Is there such a thing as being a “little” unethical? Is that like being a “little” pregnant? Fraud, grand theft, discrimination based on race, gender, age, sexual orientation – are just a few examples of unethical behaviour. Why should supply stealing be any less important? I ask this because I did an informal poll, and found that some …
16
Oct

Lack of Trust = Bodily Functions in Customer Experience

Organizational Trust is critical to high performance and success. On the other hand, if employees are treated unfairly as thieves and criminals, they will understandably become disgruntled, and have an impact on overall company success. The Bodily Function Story! Last week, I walked into a large department store. I had a large bag with me, a purse, …
01
Oct

Never Give an Apology as a Leader?

SHOULD YOU NEVER SAY YOU’RE SORRY? If we can agree that people are innately not perfect creatures, then we can also agree that leaders will make mistakes at certain points in their career. Some will be small, some will big, and some mistakes will be downright disastrous. It seems common sense that people like apologies. But, how do we REALLY feel …
17
Dec

You’re wrong about what engages employees

Last week, I was struck once again by how wrong leaders often are about what engages employees. As I was outlining a plan for culture workshops with the senior leadership team at a client organization, I described a brainstorming activity for the employees in the room to come up with ideas for making each other’s day and creating a positive work …
02
Jan

Transforming HR – My 2013 Wishlist – #2: From Secret Keeper to Trust and Transparency

This is part two of my 2013 wishlist for transforming HR. For the intro, check out Wish #1. My second wish for transforming HR in 2013 is: From secret keeper to trust and transparency HR is often seen as the protector of information, secrets, and assets. From keeping information about restructuring secret, to conducting confidential investigations …