Categories
Kate Zabriskie

A Change Will Do You Good: 9 Steps to Lead Your Team Through Uncertain Times

By Kate Zabriskie If there is one thing about business that doesn’t change, it’s that business will always change! Be it through the advent of new technology, loss of a key employee, new laws that govern the way your industry does business, or even a takeover by another company. No matter what the change may […]

Categories
Kate Zabriskie

Why You’re Not Getting the Most from Your Training Dollars and How to Start Getting a Better Return

By Kate Zabriskie Each year, organizations waste thousands of dollars on training that doesn’t deliver what the people who bought it thought it would. Consequently, many of those remorseful purchasers determine that either training has no value to their employees, the training facilitators don’t know what they’re doing, the program designers are out of touch […]

Categories
Kate Zabriskie

Remote Control

8 Tips and Tricks for Conducting Stronger Conference Calls and Virtual Meetings By Kate Zabriskie Despite large advances in technology, few people look forward to participating in remote meetings. When fellow participants fail to mute their lines, don’t give the interaction their full attention, or commit some other virtual-get-together sin, the mood of the group […]

Categories
Kate Zabriskie

First Aid for Burned-Out Teams

By Kate Zabriskie The team’s exhausted. They’re burned-out, and I am too. I don’t know if we can recover. We’ve been working at 150 percent for over a year—at least most of us have. More change? Really? We’ve been through three major transitions in as many months. Everyone is really on edge. I am pretty […]

Categories
Kate Zabriskie

5 Signs it’s Time to Say ‘Goodbye’ to Your Customer

And How to Breakup the Right Way By Kate Zabriskie Goodbye customer! It’s nothing personal (at least not usually). Sometimes customers’ expectations can’t be met, other times customers require an inordinate amount of time, and on rare occasions, a customer’s behavior may expose an organization to undue peril. When any of those situations occur, it’s […]

Categories
Kate Zabriskie

Avoiding Days of the Living Dead

Addressing Workplace Zombies and Promoting Engagement One Person at a Time By Kate Zabriskie Zombies in the workplace are soul-sucking, money-draining, productivity-killing entities that chip away at an organization’s spirit and its engagement levels one convert at a time. These creatures often look like the rest of us, but deep down they’re cancerous beasts that […]

Categories
Kate Zabriskie

One-on-One Meetings Matter More Than You Know

By Kate Zabriskie There are only two of us in my department. Why should I bother with a formal meeting? We sit right across from each other. I tried meeting individually with my direct reports, but they had nothing to talk about. Besides, we’re all adults. We know what we’re supposed to be doing at […]

Categories
Kate Zabriskie

The Overlooked Management Tool

Staff Meetings Matter More Than You Might Think By Kate Zabriskie I sit right next them. We don’t need to have a staff meeting. I used to have staff meetings, but we stopped having them. Nobody had anything to talk about. We have enough meetings. We certainly don’t need another. For a myriad of reasons, […]

Categories
Kate Zabriskie

Connecting with Customers Through the Keyboard: Getting Your Chat Service Right

By Kate Zabriskie Customer: Hi, I’m having a problem with my bill. I’m being charged 50 dollars more than what I expected. Could someone please help? I’m finding this very frustrating. Thank you. Chat Agent: Hello! Glad you are chatting with me this morning! This is Matt. What can I do for you today? Customer […]

Categories
Kate Zabriskie

The Right Fit Makes the Difference

Ten Steps to Better Hiring  By Kate Zabriskie I don’t understand what happened. He Difference interviewed so well. But its six months later, and it’s obvious. He’s not a good fit. We should have known better. She’s just not detail oriented, and this job requires a lot of repetitive work. She’s a creative, she’s bored, […]