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6 Steps to Bring Out the Best in Clients When They’re at Their Worst

We have all heard the old adage, “The customer is always right.” While it’s a concept that is usually tied to customer service mantras and operational handbooks, the reality is often quite different. Even though the customer can be blatantly wrong or completely over...

Managing Conflict: Handling Difficult Situations at Work

There is a reality that any leader or manager needs to be aware of—leadership and conflict go together like peas and carrots. Occupying the corner office might seem like a comfortable place to set up shop, but the playing field is actually a full-contact sport. Any...

Not Just an Annual Review: It’s So Much More

In my business, we consult with many interesting organizations—ranging from well-known, publically-traded companies to professional service firms, non-profits and media giants. There are many lines of inquiry thrown around during a consulting session. Consider these:...

Helping Employees Adapt to Organizational Change

Change in the workplace is inevitable. It is not uncommon for companies to go through restructuring, downsizing, acquisition, or other reorganizations. These can be challenging times for employees as they learn to adjust and adapt to new situations. Leaders can help...