There is one more thing to do before you actually have that high-stakes, emotional conversation: ensure you make it safe. Whatever “safety” means to you, there are multiple perspectives to consider, which are all addressed in this episode. This episode is part of our series on “Crucial Conversations.” The first episode is at this link. We would love your questions …
Podcast 111 – Crucial Conversations: Master your story
Have you ever had an argument that turned out to be just a misunderstanding? If you’re going to have a high-stakes, emotionally charged conversation, you need to look hard at the story you are telling yourself. Learn more about this powerful and challenging exercise. This episode is part of our series on “Crucial Conversations.” The first episode is at this …
Podcast 110 – Crucial Conversations: Learn to look
In preparing for a high-stakes, emotionally charged conversation where there will be opposing views … you better learn to look. Mainly at yourself. Tips on how to do so in this episode. This episode is part of our series on “Crucial Conversations.” The first episode is at this link. We would love your questions and comments for future episodes: Email …
When honoring your values leads to a “Bob Hope story”
I won’t spoil this article’s funny story about how The Broadmoor hotel protected Bob Hope and his wife. The article is really about all the things this independent resort (over a century old) does to earn five stars from the Forbes Travel Guide. (“No other hotel or resort has been so good for so long.”) This is a record-setting hotel …
The humility it takes to be a leader
The New York Times has a daily email briefing called The Morning that is pretty darn good. I don’t always agree with the editorializing, but it explains the reasoning behind why certain stories are in the news or on the Times’s radar. Here is one story I suspect we will all agree on: “The power of humility.” Using the N.F.L. …
Podcast 109 – Crucial Conversations: Start with the heart
When you identify a high-stakes, emotional issue with strongly opposing views … how quickly do you discuss it? Or do you resort to “silence or violence?” As promised last episode, welcome to our series on how to have difficult conversations. We are using the excellent “Crucial Conversations” as our inspiration. Whether you have to tell somebody they smell bad, discuss a …
A psychologist’s advice for parents applies to managers
If you treat somebody like a child, they may act like a child. That’s why my podcast cohost Mike Marshall says good managers drop the attitude of “I’m just running a daycare. I’m a glorified babysitter.” (Read more about it in his book “Coaching Amplified!“) But it is easy to see why a manager might be frustrated to the level …
Podcast 108: The eight things that hinder your coaching
Mike and Mark talk through how to handle eight common things recent research revealed as roadblocks to coaching in an organization. No. 2 on the list is an excellent example of why we are so excited for our coming series on how to have difficult conversations. Listen in for a preview of this universal issue. We would love your questions …
107: Nintendo’s tips for customer loyalty: A clean, well-lighted metaverse
Who wants to take out a home loan and spend your leisure hours paying it off? Apparently quite a few Nintendo customers. … Mike and Mark explore the magic of Animal Crossing–and five tips it gives for keeping customers loyal and employees engaged. We would love your questions and comments for future episodes: Email Mike and Mark. Listen here … …
Even Deming thought it was about empathy
“Toyota had problems when the white man took over.” I live near the Toyota plant in Georgetown, Ky.–the company’s largest plant in the world. Lots of folks work there, including folks hours away in Eastern Kentucky. They are in many ways about as un-Japanese as you can get. But these predominately white, Appalachian, rural workers are dead serious about TPS, …