Today is Mother’s Day and a day unlike any I remember. Many mothers are separated from the children and grandchildren they love right now. After weeks of isolation and social distancing we may reflect on the great challenges of the…
Queen Elizabeth offered words of support and encouragement to her country and the world on Sunday April 5th. In those four minutes, she called attention to the extreme challenge we face, the need for extreme action and a sense that…
We are facing an unprecedented challenge, at least in the lifetime for most of us. We watch a crisis unfold hourly. We witness our vulnerabilities; we come face-to-face with our fears. We see failures of leadership at the highest levels—it’s…
Many organizations focus on the customer experience. Some do it because it’s a trend; some because it’s central to their mission and values. Some are successful and some are not. One key measure of success in getting the customer experience…
One of my favorite quotes from the Dalai Lama is: “When you talk, you are only repeating what you already know. But if you listen, you may learn something new.” This is a nugget of wisdom that was reinforced early in…
Incivility seems to be rampant today. A December 2016 article in the McKinsey Quarterly reported that incivility is rapidly rising, with more than 62% of employees reporting being treated rudely (crude language, insults, put-downs) by colleagues at least once per month. I suspect…