RANT INCOMING: An employee rant leads Mike and Mark to discuss good CX–and the motives and methods that create them. Have you considered both? Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
The 5 questions you need to think things through
Are you interested in thinking things through? Communicating? Since the time of Aristotle, there has been a powerful tool to help you do both. Mark explains. Download the free handout with sample questions and an example here on our extensive Resources page. Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
A PR expert’s advice on public relations, Gen Z and AI
It doesn’t take a genius–but we have one anyway! And he’s here to help you understand your organization’s messaging, the next generation of workers and artificial intelligence. Introducing Mike and Mark’s friend and colleague, Baylor University lecturer Matthew Brammer. After marketing communication and PR roles (including a long stint with the National Hot Rod Association), Matthew began helping clients …
Naming the feeling leads to healing
Dealing with an upset customer? Colleague? Family member? Mark learned the magic words for ensuring an upset person feels heard while you take your next steps. … And have you met our friend SARA? Resource mentioned: Herb Mast’s “Intentionality for Leaders: Why and How Some People, Teams and Leaders Achieve More and How You Can Too“ Questions? Comments? Ideas for …
”The biggest concern for any organization should be when their most passionate people go quiet.”
A sobering question: Have they stopped talking to you? … Or whining to you? “Going quiet” is a symptom of disengaged employees. But there are solutions: A Navy captain points the way. Mike and Mark cover communication in general and how to run meetings in particular. Click here for videos and downloads on “Crucial Conversations.” Questions? Comments? Ideas for future …
How to “yell” at someone
It’s kind of hard to take this CNN headline seriously: For some strange reason, my gut is telling me that if I, say, raped one of my kids, it would be worse for their development than if I, say, yelled at them. But we do need to take verbal abuse seriously. The study was commissioned by a charity called Words …
What do you want from your people? What do you want FOR your people?
A surprise resignation causes Mike to take a client through an exercise that changes everything. If you have valuable team members that you want to keep working with you, “Don’t wait for the funeral!” Suggested resources: The simplest feedback method around Just-in-time feedback: why, what and when Marcus Buckingham on effective feedback Questions? Comments? Ideas for future episodes … or interview …
For God’s sake, don’t follow your heart
“Don’t give people advice. They just might take it.” I heard this advice (there’s some irony) and immediately thought of some terrible advice we often give in our era: “Follow your heart.” There are variations on this advice. Follow your bliss … you do you … you’ve got to be true to yourself. … The theme seems to be that, …
Beyond the Golden Rule: You don’t lead a room full of you
The cross country meet ended in tears–and a reminder that people have incredibly different preferences for how to interact with the world and think. For the first time on the podcast, we discuss the timeless DISC model for behavioral styles. Are you coaching, recognizing and training in a way that meets your team members’ preferences? The Hip Socket site has …
Jane Austen’s manual for … sarcasm
What is sarcasm? Can it be acceptable? What is the most effective form of feedback? The Workplace Book Club is back! This time we tackle an excerpt from “Emma,” another novel by Jane Austen. (Download our free excerpt and discussion guide.) If you think you’re about to read a bit of a romance novel, you’re in for a treat. Austen …