Recently, The Leader Campus released a video interview with Jim Kouzes of The Leadership Challenge. I encourage you to watch the whole thing. But here are some of my main takeaways, in case you don’t want to make time to watch it now. One big point from the latest research: While the context for leadership keeps changing, … Read more
Mary Coffin of Wells Fargo has a great nugget about customer experience at 90 Ideas. I found it to be a new way to look at efficiency versus effectiveness. Each customer interaction depends on four ingredients:People, Process, Data, and Technology Coffin asks, “Which gets the focus?” She made the point that technology gets the focus. … Read more
People who offer more praise look for opportunities to compliment others and recognize their contributions. Some leaders think that praise is a waste of time, or that good work is enough of a given that praising good work will make it seem like acceptable performance is somehow exceptional. But this flies in the face data … Read more
A way-too-common leadership behavior is the opposite – maintain harmony. “I don’t want to sweat the small stuff.” “I hate confrontation.” “They’ll figure it out eventually.” “Maybe a gentle all-staff email will help.” Great leaders develop fantastic relationships and address problems as they occur. A true story, from a tall building in downtown Des Moines: … Read more
People who analyze in-depth tend to perform a thorough examination of facts and details. The alternative is to act on the gut – relying on initial feelings and views to move forward, and simply follow first impressions. This is very common among those who suffer from The Success Deception; when you are smart, and successful, … Read more
People who plan tend to develop an organized course of action, setting clear expectations and deadlines. The alternative is to improvise – figure things out as you go, without much planning and preparation. I used to teach jazz. I assure you that I was nothing like the guy from “Whiplash“. But improvisation is important. And … Read more
People who are initiating often anticipate opportunities and problems and call attention to them. If you’ve ever been a part of a Group Dynamic session, you’ve seen this shopping cart picture. We can spend an hour or more on what it symbolizes; we usually use it to introduce the Four Levels of Maturity. Today, it … Read more