We have presented several books over the years that have featured empathy as an important skill for managers to exhibit. Obviously, the Kouzes and Posner best-seller, Encouraging the Heart (Jossey-Bass, 2003), includes many different references to empathy as a management tool in recognizing and reinforcing employee behavior. I was interested in a recent syndicated article… Read More Empathy Training May Not Be Genuine
“To say that a person feels listened to means a lot more that just their ideas get heard. It’s a sign of respect. It makes people feel valued.” (Deborah Tannen). Listening is an essential and underutilized service behavior… Every day you have the opportunity to strengthen your relationships with staff members and customers by listening… Read More Listen, with Respect – and Don’t Forget Empathy
I have now presented my 15 minute version of Gary Hamel’s new book, What Matters Now: How to Win in a World of Relentless Change, Ferocious Competition, and Unstoppable Innovation at yesterday morning’s First Friday book Synopsis. I look forward to one of my longer sessions with this book, where I can spend quite a… Read More Four Questions – My Takeaways from the book What Matters Now by Gary Hamel
I provide a seminar on customer service, and have a keynote presentation called The Customer Never Forgets. I have studied customer service, read a lot about customer service, and written quite a bit on customer service. But more than anything else, I am a customer. Constantly. Practically every day. Increasingly, my customer experiences are on-line.… Read More “Empathy” 1st, “Fix” 2nd – A Customer Service Basic!
“We lead by being human. We do not lead by being corporate, professional, or institutional.” (Paul G. Hawken, founder, Smith and Hawken) James M. Kouzes and Barry Z. Pozner, Encouraging the Heart: A Leaders Guide to Rewarding and Encouraging Others More profoundly than just getting things done, strong connections with others represent a value unto… Read More We Need Empathy At Work, And Not Just Competition – Business (And Life) Counsel From Playwright Doug Wright
First Friday Book Synopsis 