05/26 2012
Posted in: Coaching, Corporate Culture
I’ve been talking about the issue of compliance rather than commitment in the workforce. A committed workforce unconsciously follows the standards and engages in the right behaviors for the right reasons. Committed employees realize the value that they bring to … Continue Reading…
05/25 2012
Posted in: Coaching, Corporate Culture
Yesterday, I discussed the four stages of learning including unconscious non-compliance, conscious compliance, conscious non-compliance, and unconscious compliance. The goal in any organization is for the employees to reach the state of unconscious compliance (otherwise known as COMMITMENT) with all … Continue Reading…
05/24 2012
Posted in: Coaching, Corporate Culture
I was conducting a training class yesterday and during one of the exercises, I was reminded again of the significance of understanding the stages of learning. It is important for a successful coach to understand the implications of how people … Continue Reading…
05/23 2012
Posted in: Kimberly's Events
I’ve received several requests over the last few days for more information about what the Journey to WOW looks like. The best way to describe what it looks like is to give you the details from the presentation that I … Continue Reading…
05/4 2012
Posted in: Kimberly's Events, Leadership
I just returned from the CS Week Conference in Dallas where the Expanding Excellence Awards were announced. Midwest Energy was awarded the Innovation in Customer Service Award for the incredible results that they have achieved from implementing the Journey to … Continue Reading…
04/30 2012
Posted in: Kimberly's Events
Thanks to everyone who joined my workshop today at CS Week for Leading an Engaged Workforce. What a great workshop filled with sharing of ideas, meeting of new friends and of course ENGAGING with each other about new ways to view the … Continue Reading…
04/28 2012
Posted in: Coaching, Communication Behaviors
This week, I have received several questions about teaching the skill of acknowledging to employees. Here is the process to ensure that employees not only understand WHAT you expect of them, but WHY, HOW and WHEN it matters. A few … Continue Reading…
04/27 2012
Posted in: Call center management, Kimberly's Events
Yesterday I came home from attending the Contact Center Association Conference in Orlando as a speaker and as an attendee. It was a fabulous conference. So many awesome speakers and so many people who share the same passion for building … Continue Reading…
03/16 2012
Posted in: Corporate Culture, Leadership
Recently I was visiting with one of my utility clients and we were talking about a very sad event- one of their employees was involved in an accident. As the conversation progressed, I became even more dismayed because I heard … Continue Reading…
03/14 2012
Posted in: Leadership, Uncategorized
I received a very interesting question recently- the question was “WHY should I extend myself to others if they don’t do it? Why does it always have to be me taking the lead?” That’s a really great question. My first … Continue Reading…
