In the fictitious dialogue in my previous post, Bob is the employee. According to Bob's manger, he is not performing to expectations. However, despite the fact that he feels like he has had multiple conversations with him, Bob most likely feels like is his doing a good job. His feeling is probably not the result of an oversized ego; but rather, it comes from a lack of consistent honest performance feedback.

For this blog, I’m simply going to quote from an excellent comment recently posted to my social enterprise blog Risky Business by Jeffrey Wallk: “Clear articulation of value. This is not the value proposition (here’s what we do / offer). This explains in very simple terms exactly how your product / service will help someone …

Acknowledgement is a coaching skill used to give recognition to the client. It points out the inner traits or characteristics that the client demonstrated in order to accomplish an action. Acknowledgement is important because it can articulate attributes of the client that they may not be aware of. When you acknowledge you empower the client. …

When evaluation occurs during training a few have the right idea but evaluation is such a critical area, we have to be sure what we are training is sinking in. When starting a training program make sure that there are plenty of pop quizzes to accompany the training program. These can be brief quizzes relevant …

Let’s be clear: if you’re not measuring any part of your service delivery, you are missing a huge opportunity to improve, grow or even save your business during these scrutinizing, tight economic times. The challenge with specifying key indicators is that not all businesses will use the top customer service metrics. For example, a retail …

Do companies care about the intent of one’s actions, or just the results? While we think that our intentions should matter, if an unethical action takes place, do we really care why? Let me know what you would do in the following dilemma: Alternative #1 – You are taking care of a chatty 3-year old. …

From Guest Writer, Simon Buehring of PRINCE2 Already 2010 is upon us, and project managers are facing the challenges of the new year. Obama, super-project-manager of the United States, has announced a new programme to overhaul airport security. The UK government has published controversial plans for a project to cut the budget deficit. And meanwhile, …

What can we learn from the announcement that Twitter will begin accepting advertising (besides the fact that this giant of social media finally thinks making money is a good idea)? We can surmise that Tweeting — or microblogging — is going to be around for a long time. However, the 144 characters that all Twitterers …

Research has shown that employers are unprepared strategically, unprotected legally, and underinsured with regard to tackling the growing phenomenon of stress in the workplace. Many simply do not understand its impact: they are either hoping it will just go away or paralysed with uncertainty as to how to handle it. One ill advised way of …

To quote Monty Python: And now, for something completely different… In a sense, they could be talking about social enterprise. For many folks, this represents a whole new way of looking at the world, requiring new skills and new perspectives. Experienced nonprofit people are facing the marketplace of competition and risk taking in ways they …