Tag: decisions

6
Sep

Want Them to Learn? Hang Up on Them!

Kevin is a service supervisor for a mid-sized mechanical contracting firm. He has six technicians visiting customers every day. As new technicians joined his team over the past couple of years, more and more of his communication with the field would go like this – The phone would ring. He would answer it. The technician on the other end would

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8
Oct

Becoming Comfortable with Being Uncomfortable

When was the last time you felt uncomfortable before making a decision? Chances are, you get a little twinge of cold sweats anytime you’re faced with the unknown. You’re not alone, of course. All our brains focus on security and comfort before anything else. So if you’re uncertain about something, the limbic system jumps in and says, “Don’t do it!

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6
Mar

Here’s Why Listening Results in Better Decisions

It is said that President Franklin Roosevelt became convinced that most people were so excited to meet him in person that they really didn’t pay attention to what he said. So he tried an experiment. As he greeted guests during a White House reception, he smiled and said to each of them quietly, “I murdered my grandmother yesterday afternoon.” As

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27
Feb

How a Top Leader Organizes Her Time

Recently, I had the opportunity to interview Laurie, the chief operating officer for an organization of 12,000 people. While time management wasn’t our topic, she began to describe how she works as a part of our conversation. “I divide my days into 15 minute chunks,” she said. “I typically work from 8AM to 6PM everyday, so I have 40 chunks

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13
Feb

How Presence of Mind Adds to the Bottom Line

My wife and I just spent a wonderful week in Hawaii, a chance to relax and reflect. Of course, my mind is never far from the topic of decision making. The first night we were there, Wendy discovered the clothes iron in our room wasn’t working. She called the hotel’s front desk to ask for a replacement. Five minutes later,

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21
Dec

Systemize Decisions to Boost Performance

Dr. Daniel Levitin, writing in his book The Organized Mind, discusses the behaviors of what he call HSPs, or Highly Successful People. One characteristic these individuals share is their practice of implementing systems that save time and improve their personal performance. Top salespeople, for instance, learn that if they can respond effectively to the ten most common customer objections, their

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26
Nov

Are You Industrializing the Coffee Cake?

One of my small indulgences is the coffee cake at Starbucks. I’ve always loved digging into it with a fork and feeling its moistness in my mouth. Up until recently, it’s been served on a plate. They’d even heat it up for you if you asked. While I was waiting to order, I’d stare at the pieces in the display

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8
Nov

Are You a Student of Error?

Do you learn best from success or failure? Upon reflection, most people will say failure. The question is what do you learn? Mistakes can cause all kinds of heartburn, fear, and frustration. But they are a fact of life. When you make a mistake, you are really faced with two choices: 1) You can relive the event, wallow in it

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20
May

Vanquish Multitasking with These Seven Steps

Jackie can answer customer calls, complete reports, text her kids and keep her eye on Facebook all at once. She may seem a bit scattered at times, but prides herself on efficiency. She also thinks people who can only focus on one task are squandering time. Elaine is one of those people. Rather balancing five activities at the same time,

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14
May

Make Curiosity a Part of Your Decision Making

I am inherently curious. Offer me a factory tour and I’m there. Give me a chance to visit a new city and I’m all over it. I like nothing better than the “ah-has” that come with learning something new. Over the years, this curiosity has served me well as I’ve interacted with a spectrum of clients in a wide variety

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