News, Updates, & Resources

When cross-functional dysfunction strikes customer service

It’s the death knell of outstanding customer service: “I’m sorry sir, our department doesn’t handle that.” You know you have a problem when your customer service team must explain how your company is organized. Cross-functional dysfunction happens when two or more...

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Enrolling Employees was Never More Important

Leaders who enroll employees to lead implementation will free up their time for more important work. Last week, we talked about building a more collaborative environment to empower employees and create less dependence on hierarchy. This week, we build on this to share...

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Now is the Time to Build a Collaborative Culture

Leaders who build collaboration will free up their time for more important work. In my new e-book, Activate: 15 Steps to Profitable Strategy Execution, I discuss creating transformational capacity and galvanizing transformational leaders. One assessment we perform is...

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Enrolling Employees through Communication

“They’re not listening to us” Several years ago, one of my clients restructured an organization. About half of the organization was made up of field employees who were disheartened, dissatisfied, and disengaged. These field employees had some of the lowest engagement...

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How to Create Desire

Resistance is not only good it is necessary for success. Last week we talked about building awareness. The message and the audience. The what and the who. This week let’s discuss building desire. This is the why and the how. The business case and the impact. This is...

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How to Build Awareness

“Don’t tell me too much too soon.” The first step in executing a great communication plan is to help your constituents develop awareness of your topic. There are two components to this: the message and the audience. The what and the who. The message is an explanation...

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Crisis and Communication

https://youtu.be/Lng1-2uUYvc Now is not the time to over-analyze. Step out boldly. Never has there been a better time to talk about the importance of swift, bold communication. Employees already had enough to deal with when Covid-19 drove many to work from home. Now...

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