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The positive spiral of operationalizing curiosity
Catherine Iste Business Management, Services & Risk ManagementWhy can’t we? This is a natural first question along the path of becoming a curious company. Once we start asking, we inevitably start answering. When those efforts are positively reinforced by beneficial results, we start incorporating inquiry into our approach. Then, when we get comfortable enough asking questions as part of the routine, we begin to realize we can ask better questions in a better way. Here are a few ways to incorporate curiosity into our approach and the potential impact it can create.
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When it’s time for an employee to go
Anne Rose Business Management, Services & Risk ManagementAn old Buffy Sainte-Marie love song crooned about staying until it’s time to go. That applies to the work world, too, when a longtime, valued employee, seemingly out of the blue, announces he’s quitting because, "it’s time to go and move on." Why, you ask, stunned? Because it’s just time, is the vague answer. When is it time to go, and is there a way to delay that time, and should you even try?
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The impact employees have on your business
Roberta Matuson Business Management, Services & Risk ManagementThe other day, we took a friend for drinks and appetizers at a restaurant called Stephanie’s on Newbury Street in Boston. In the middle of taking our order, our waitress said, "Excuse me," and dashed away to retrieve an empty glass of water from a patron. We sat there in disbelief. I compare this to my recent experience at the Capital Grill in Providence, Rhode Island.
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2 steps to thriving in a dynamic environment
Catherine Iste Business Management, Services & Risk ManagementThe adage of, "If you want something done, give it to a busy person" is taken to the next level with good leaders. Some leaders embrace this constant change, seemingly feeding off it. Others, however, push hard with the idea that someday, at some point, if they just do a few more things, it will all settle down. As nice as that may sound, it is often an illusion. Planning to rest at a time in the future that never comes leads to burnout. Instead, for leaders to succeed sustainably, they must find a way to thrive in dynamic environments.
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6 things to consider before rehiring an employee
Roberta Matuson Business Management, Services & Risk ManagementLots of companies are changing their tune when it comes to hiring former employees. In the past, this was verboten. However, today, this is a strategy well worth considering. Staffing decisions like these are rarely black and white. However, you can avoid having to address questions like these when you have a solid plan in place for succession and employee development. Before you jump on the bandwagon and hire an employee who wants to return, consider the following six things.
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5 ways inclusive leaders show support for all employees
Simma Lieberman Business Management, Services & Risk ManagementWhenever a CEO or someone in a leadership position makes a public statement in support of diversity, equity and inclusion, people who agree get excited. They point that person out as a true ally, and quote them all over social media. It’s always affirming, inspiring and uplifting for employees and consumers who feel the same way. But ultimately, the test and the business results are in the actions. A real inclusive leader knows how to support employees that may be different than the majority.
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Managing the boss: The basics
Catherine Iste Business Management, Services & Risk ManagementManaging up is a necessary skill at any level. It can be challenging, but by default, the way we act will influence how the person above us treats us. As such, like with any management approach, it is best to be informed, proactive and purposeful. Here are a few fundamental skills and actions necessary to successfully manage the boss.
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4 questions to diffuse a tense situation
Deborah Ike Business Management, Services & Risk ManagementWhen you bring people with various personalities, working styles and backgrounds together, a few tense moments are almost inevitable. It doesn’t seem to matter that your team is talented and diligent. Even when you put considerable effort into building relationships, conflict can happen. The issue could be rooted in a personality difference, varying communication styles, or frayed nerves from a challenging project. Whatever the cause, ignoring the problem isn’t going to make it disappear. When caught in a tense moment, try one of these questions to diffuse the situation.
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Sacrificing service on the altar of efficiency
Anne Rose Business Management, Services & Risk ManagementFew companies like to see wasted effort, loss of productivity, and wasted resources. Efficiency is hailed as the end goal of every organization. But sometimes customer service is sacrificed in this quest for efficiency. Even small businesses use automated voicemails to route phone customers to the right department. Press 1 for store location and hours. Press 2 for new orders. Press 3 for existing orders. Press 4 for accounting. Sure, you haven’t wasted a real employee’s time to route that call, but in the meantime, you've possibly alienated a customer who just wants someone to give him a tracking number for his overdue order without it taking 15 minutes to get a live person who can look up the information.
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What to do when you don’t trust a colleague
Catherine Iste Business Management, Services & Risk ManagementIf everyone was professional, we would not need HR. While that is not exactly true, it is true that employee relations issues can take a lot of time to address for both managers and HR teams. In many cases, neither managers nor HR have the bandwidth to help resolve issues of trust. The bottom line is trust is a tricky thing to prove or disprove. Here are a few actions to take when you do not trust a colleague.
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