Tag: Decision making

16
Apr

Empathy and Smart Decision Making

Like most people, I have become wary of the customer service in most establishments these days. Maybe it’s because of our impersonal communication. Perhaps it’s because so many people feel overwhelmed with their own worries. Maybe it’s due to a lack of effective hiring and training. Whatever the reason, customer service has become more of an adventure. That’s why I

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2
Apr

What Do You Do with Decision-Deficit Disorder?

I have grown fond of coming up with self-explanatory alliterations that describe some of the behaviors employers are now dealing with in today’s workplace. These include menu-driven thinking, safe-decision syndrome and now decision-deficit disorder. This week’s inspiration was inspired during a conversation I had with a colleague who was lamenting the reluctance of many young people to take initiative and

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20
Mar

Empower Your People to Make Common Sense Decisions

One recent Sunday, my wife and I went out for breakfast at a chain restaurant that specializes in pancakes. Tammy, the young woman at the front counter, seemed to be doing everything – seating guests, cashing out checks, refilling coffee cups and clearing tables. It was obvious that more than one server had not shown up for the shift.  

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12
Mar

Don’t Own Other People’s Decisions

Allison, a young acquaintance of mine, works for a university in the Midwest. This past September, Lori, her highly-organized and somewhat demanding supervisor moved on. Lori was replaced by Tasha, someone so laid back that it’s driving Allison nuts. Allison is a hardworking soul who feels responsible for making sure things go well, even when those around her fail to

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5
Mar

How You Ask for Payment is a Matter of Trust

When it comes to professional services, how you ask for payment can have a tremendous impact on the trust between the client and the provider. Three separate experiences in the past ten days have brought this to mind. Two weeks ago, I met with a colleague and asked her to conduct some keyword research for our social media efforts. After

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19
Feb

Managing the Competition Between Intuition and Worry

Last week, I was in conversation with a colleague about whether to hire a new digital media manager. I said, “My intuition is to sign the agreement, but I’m worried that she’ll skip out the minute something better comes along.” “What is the difference between intuition and worry,” he asked. That posed an interesting distinction that we all tend to

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13
Feb

Smart Decision Making Requires Emotional Intelligence

How’s your emotional intelligence? You know – Those qualities that include self-awareness, empathy and the ability to persuade others. The decision makers I’ve interviewed over the past 30 years all display various forms of these three attributes. They tie this emotional intelligence in with their intuition and understanding of context. This formula enables them to make the thoughtful choices that

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5
Feb

Balancing the Tension Between Rules and Reason

What would you do if one of your employees tackled someone on company property? That was the decision facing Best Buy recently. Tyler, a security guard for one of the company’s stores in the Sacramento area, witnessed a police officer get knocked down by a fleeing suspect in the store’s parking lot. Tyler ran across the lot and tackled the

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29
Jan

If You Don’t Want Them to Think – Don’t Blame Them If They Don’t

I was grabbing lunch in Bismarck, ND, at one of those large chains that has touch-screen ordering kiosks. When I had completed and paid for my order, the system offered me three options – no receipt, a paper receipt or an electronic receipt. I chose paper since I would need it for reimbursement. But then nothing happened. No receipt emerged

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7
Jan

Are You Comfortable with Being Uncomfortable

You know the feeling . . . the nervousness, the cold sweats, the clammy hands, maybe even an eye twitch . . . when you have to making one of THOSE decisions. Maybe it’s approaching someone you find intimidating. Perhaps it’s a presentation in front of your boss and peers. Maybe it’s committing to a new job when there’s the

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