When I first started out in the non-profit sector, a funder told me that there was tension in the non-profit sector that was important to ensure that organizations changed and evolved and continued to evolve with their communities. I didn’t get it then, but now I do. That tension is called competition and it goes …

When you manage a team of high performing, high potential employees, missing the signs of an unsatisfied employee has a much greater cost to your organization than just recruiting. These are signs most managers can't afford to miss. Below is a list of things to notice:

Last week Janae wrote about Relationships. This week I invited a friend of mine to be a guest writer for us. Suzann Panek Robins is widely read in the areas of spirituality, psychology, metaphysics, sexuality, and relationships. She’s been a professor at various universities and presented at conferences around the U.S. Suzann has a new …

A lot of call centres experience peak call volumes around this time of year, especially if they’re supporting the retail sector, and with inclement weather hitting right now people are stressed with driving, shopping, baking and trying to get everything done before the holidays start. Sometimes our customers can be a little impatient and conversations …

A guest blog from Carter McNamara. What Is Empathy? Why Is It So Important? Empathy is the ability to accurately put yourself “in someone else’s shoes” – to understand their situation, perceptions and feelings from their point of view – and to be able to communicate that understanding back to the other person. Empathy is …

The recession may be officially but do managers appreciate that Christmas needn’t be cancelled again this year? Boozy parties are probably not the best way to mark the end of a tough year but that doesn’t mean there’s not value in gathering everyone together. As we enter an era when return on investment is at …

Personally, I have never liked icebreakers. Just ask anyone you know who doesn’t like them and you’ll probably find an introvert. That’s me, too, an introvert. I derive my energy from quiet time alone, but my job is as a trainer. Focusing on my job and others is different from focusing on myself. So, as …

Strong customer service creates valuable crisis management opportunities In an article from my most recent Crisis Manager newsletter, friend and reputation management consultant Jeff Chatterton wrote about the significance of customer service in crisis management and the negative results that quickly come from ignoring said customers. On the heels of that came a posting by …

Peter Block, author of Flawless Consulting, asserts that, as a consultant, you should not be contributing more than 50% of the effort in a consulting project. Your client should work the remainder. You should never be doing what your client can do in a project and client involvement in consulting projects. This is especially true …

How to Grow Your linkedin Network - From Zero to 23,000 in 18 Months – A Case Study