Group Dynamic

Yesterday, while working in my home office, workers from a local store came to install a new appliance.  I overheard a shocking conversation that struck me as inappropriate.  I selected a typical excerpt, and posted it on my personal Facebook page to see what conversation would ensue.  I was not disappointed. This was an interesting exchange that touched on Read the rest of this entry »

As promised, this week’s blog is inspired by Veteran’s Day last week.  These are two stories of veterans that I told at a local Memorial Day service this year.  What’s the lesson?  There may be more than one, but let’s lift humility out of this.  No war hero brags; in fact, they share the credit with others.  If these guys can share the credit for these accomplishments, surely we Read the rest of this entry »

This week, five posts that will help you understand the value of great customer service, everyone’s role in it, and some ideas Read the rest of this entry »

Last week we explored the first concept of “the big three.” This week, number two.

This one is simple; it’s just a suggested two word definition of leadership.

Meet needs.

It is astounding Read the rest of this entry »

T=r+d

…where T is “trust,” r is “reliability,” and d is “delight.”

I attended EntreFest 2011, and one of the best sessions I attended was Read the rest of this entry »

In light of the earlier posts regarding generational differences, this article adds nicely to those thoughts:

Why Gen Y-ers are Better at Customer Service : The World :: American Express OPEN Forum.

At the entrance to the service bay of Toyota of Des Moines is a small, plastic, a-frame sign that says simply

“SERVICE ENTRANCE”

and then, toward the bottom,

“Welcome”

Last week, Read the rest of this entry »

Sometime, when people are urged to take a positive approach to leadership, there is some push-back. Some people seem to equate “positivity” with being super-nice, but being kind is much deeper than a spewing of empty compliments like “good job” or “nice work” or “super!”

You can’t be too kind. But, you can be too soft. That is the difference, and I’ll admit that I have had trouble sometimes helping folks understand the difference. I just read Good to Great and have taken quite a liking to Jim Collins’s phrase “rigorous, not ruthless.” This is the message for leaders who would like to be positive. In fact, participants in Group Dynamic workshops are often trained in the art of “behavior –> outcome” statements. (Covered in an earlier post). This focus on behavior, and the high standards of the organization, can be done in a way that is positive, not negative. In a way that is rigorous, not ruthless. Read the rest of this entry »

This morning, I read an article in T+D by Nance Guilmartin about the importance of cultivating humility in an organization’s leaders.  She poses a great question:

“What don’t I know I don’t know?”

Putting the needs of others first, and acting in support of your organization are key elements of servant leadership.  That’s basic.  But there can be an arrogance there, too; you can assume that you know what is needed – because you’re the leader, and you ought to know.  This is what Peter Block refers to as a paternalistic view of leadership — “taking care” of people who “don’t know better” as opposed to a true commitment to learning what is needed.

Example: Read the rest of this entry »

Recently, I planned an event that took place at a hotel, and I needed to check in eight rooms at once.  The front desk was busy, and so I understood that I needed to wait my turn.  No problem.  However, the two employees were not moving very quickly.  It was as though they felt no sense of urgency at all, with a full lobby.  It’s not that they were thorough, they were… slow. And kind of cold. This made me a touch impatient. Then, the manager (well-dressed, cheerful, smiling) arrived on the scene, and I was momentarily relieved.

Momentarily.

Read the rest of this entry »

Recently, I ate breakfast at the Starbucks on 86th in Johnston (Iowa) on my way to a leadership workshop with the Waukee High School Warrior Wrestling program.  As I drank my coffee and prepared the workshop, I would occasionally look off into space.  You know, to think.  But there was a display of funky-cool travel cups right in front of me, and I took a break to walk over and look at them more closely.  (Side note — I’ve been searching the world over for a travel mug that both retains heat very long and is dishwasher safe — if you find one, let me know.  Thanks.)

I picked one up to look at it more closely, and an employee appeared in front of me immediately.

Read the rest of this entry »