01/19 2012
Posted in: Coaching, Leadership
I’m working on developing my course materials for the CS Week college course that I am facilitating on April 30 in Dallas. The course is focused to employee engagement and this has actually been a topic that has come up … Continue Reading…
12/19 2011
Posted in: Call center management, Coaching
I was reminded again today in a conversation about ensuring that we are coaching to behaviors instead of coaching to the numbers or stats that we receive. Here’s what happens as front line leaders: You get A TON of reports … Continue Reading…
12/15 2011
Posted in: Coaching, Leadership
It’s always important to tell your employees what is going well and to share their successes with others as well as sharing the company’s success with all of them. People are motivated by hearing what is going well and will … Continue Reading…
12/13 2011
Posted in: Coaching, Leadership, Uncategorized
As someone who analyzes and coaches to behaviors, the work of Abraham Maslow is near and dear to my heart. As a humanistic psychologist, Maslow believed that all people have an inate desire to achieve their highest potential. I believe, too, … Continue Reading…
11/26 2011
Posted in: Coaching, Leadership
Let’s take a look at a few more specific leadership communication behaviors that will help create a committed workforce. So what more does it take to create a committed workforce rather than just a compliant workforce? 1. When an employee … Continue Reading…
11/25 2011
Posted in: Coaching, Leadership
So now that I have discussed why a committed workforce is a great thing for you and your business, let’s review what it takes for us as leaders to create a committed workforce. This is where the rubber meets the … Continue Reading…
11/23 2011
Posted in: Coaching, Leadership
I think many of us grew up being told by our parents, “Because I said so, that’s why!” That may have been fine for our parents, but as leaders in today’s world, all that statement gets us is a compliant … Continue Reading…
11/21 2011
Posted in: Coaching, Leadership
A few weeks ago, I provided my personal list of the characteristics of a great coach. One of the adjectives on that list is to ensure that as a great coach, that you are purposeful. What does being purposeful have … Continue Reading…
11/18 2011
Posted in: Coaching, Leadership
Accountability is critical as a leader. Last week, I started a series of posts about what it takes to be a great coach. Here are further details on the need for accountability in great coaches. Being accountable basically means doing … Continue Reading…
11/14 2011
Posted in: Call center management, Coaching
I had several conversations today centered around the subject of performance management. It is of course a topic that is near and dear to my heart- especially the mentoring and motivating of employees because that is where change happens. The … Continue Reading…
