Career success does not happen just because one does good work. That is expected. To get ahead and stay ahead, you must excel. Here are three strategies to manage your competitive edge. 1. Become a Career Entrepreneur The business of career management is that—an independent business that you manage—even if you work for someone else. …

The following guidelines ensure the ethics management program is operated in a meaningful fashion: 1. Recognize that managing ethics is a process. Ethics is a matter of values and associated behaviors. Values are discerned through the process of ongoing reflection. Therefore, ethics programs may seem more process-oriented than most management practices. Managers tend to be …

Recognize the bad stuff too! How to make the good words even more meaningful for Reward and Recognition in your Call Centres A friend emailed me the other day and suggested that we could make our words even more meaningful by effectively dealing with issues and concerns. He said ‘Even if you deliver recognition perfectly, …

Do prepare your speakers with all the information you can about the conference, including theme, size and organizational expectations. Don’t let speakers assume it’s business as usual. Sometimes, those of us who speak or train need reminders that we shouldn’t assume too much either. I recently had the pleasure of speaking at a conference, and …

This blog post explores the use of detailed board minutes and the risks of inadvertent disclosure.

A recent survey conducted by SHRM indicated that human capital is one of the biggest challenges in the next ten years for business. Recruiting and retaining top talent should already be a number one priority of your talent management strategy; however, the challenge will be in adjusting the strategy to accommodate changes in the workforce.

Part 1 of this series is What Do Consultants Do?, which defines a consultant (as Peter Block puts it) as someone who is trying to change another person, process, or organization, but who has no direct control over what they are trying to change. That post also listed numerous roles that a consultant might play. …

We can’t place enough value on the face to face interactions we have with our call centre staff. Making it a daily habit to ‘walk-about’ is a great one to establish early on when you’re leading a team. But ‘positive reinforcement’ comments can be double edged and you may be perceived as being ‘fake’ if …

Purpose of this Quality Management Blog This blog helps you improve your quality management by providing articles, opinions, commentary and many related resources. The blog is for a general audience, including beginners and those advanced in quality management. The benefits of quality management are many, including that it: Ensures products and services continue to be …

Thriving in Difficult Times In Training and Optimism We say our people are our greatest resource. Do we only say that in good times? Because in bad times, it seems people are the resources we cannot afford. When times are tough, why do managers cut back on training when that is precisely what they need …