Building a Leadership Culture

In previous blogs, especially here, here and here, we’ve talked about what a leadership culture looks like on a team. An active leadership culture is not only an environment in which leadership is embraced and trusted, it is an environment in which the...

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A leader steps up and saves the deal

In our last blog, I shared a friend’s story of what he called “bewilderingly poor customer service,” that left him wondering why neither the employee nor the manager seemed to know how to fix the problem … or felt empowered to do so. Today’s story begins...

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5 questions every employee wants their boss to ask

Recently, Forbes published a list of 10 Things Only Bad Bosses Say. While most of us have ‘bad boss experiences’ in the past, so we may relate, this article got me thinking about some of the things great leaders say to inspire and motivate their teams....

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What Richard Branson looks for in a leader

Sometimes, as leaders, we feel pulled in two different directions, do we invest our time and energy in our employees or our customers? While it’s easy to say “both,” the reality is, we have limits on our time, so one or the other is going to get more of...

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Creating an environment that encourages people to lead

In our most recent blogs, we looked at two different real-world customer service scenarios. In one story, both an employee and a manager fumbled a simple service opportunity that nearly cost them a long-time customer. In the next story, one employee chose...

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Leading from the inside: A case study

Leadership is not about a title. Leadership is the result of our daily choices. It’s when we commit to offer our best selves while inspiring others to do the same. And we don’t have to wait until we’re assigned authority to do this. Let’s look at a real-world example...

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What Christmas means to me

This year, at Christmas, there are so many things tugging on our hearts. My husband, Bob’s, dad passed away earlier this year, and his mom was diagnosed with lung cancer. She will miss celebrating with us this year, because she’s having radiation...

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The Dangers of Success?

The Dangers of Success? How to avoid pitfalls of success that get us stuck and build for long-term success Much has been written about pitfalls in business, how this or that decision, habit or tendency may trigger failure. One topic that sometimes gets missed in these...

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