When Life Gives You Lemons, Make This…

It was February, 2012.  My boss had been laid off a few months earlier, and we had a new manager.  He decided to make sweeping changes to the organization.  The effect on me and my team was this:  my team was split up between two of my peers, and I was given a newly-created role – Strategic Planning and Process Design.

(c) AdobeStock Photo

(c) AdobeStock Photo

It sounded like a job title they give someone who they don’t know what to do with and are trying to find a way to get them to leave.

Is Great Customer Service an Oxymoron?

You may have heard me talk in Episode 069 about how a certain airline could have handled a delayed flight if they made Customer Service a priority.  So many of us have experienced frustration with poor Customer Service.  And the most ironic is when we call and get into an endless loop of voicemail hell.   “We’re sorry.  We seem to be experiencing unusually high call volumes right now.  The next available agent will be with you shortly.”

(c) AdobeStock Photo

(c) AdobeStock Photo

Sure.  And it actually takes 20 more minutes while that recording repeats at least 10 times.

Episode 069: Yes, And. Using Improv to Build Collaboration

There’s a revolution going on at work.  How we learn, communicate and work is radically changing – even as we speak.  In this new world, professional success is often dependent on creativity, communication, and collaboration.  In this episode we explore how to use “Yes, and,” along with other improv techniques to develop the 3 C’s.

(c) AdobeStock Photo

(c) AdobeStock Photo

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