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GLABB: I have been (slowly) working my through an attempt to help you understand how I see the world through my acronym GLABB. Last week we discussed working across boundaries and the implications of doing so. But there was more… so I am continuing this week with an expansion of what it means to me to work across boundaries and some suggestions to help you do so successfully.

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Working across boundaries means many things to many people… It can mean:  Continue Reading…

We all know, without a shadow of a doubt, that without customers there simply is no business – you will cease to exist (from an organizational perspective, of course!). The customer is King, but believe it or not, clients aren’t as hard to win over as you might think… if you put customer service in context.

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What most companies don’t realize (or acknowledge) is that Customer Service is the best, most economical marketing they will ever get. Despite this fact, it is a consistently under-recognized, underutilized asset for 99% of the organizations out there. Much to most organizations’ dismay, they consistently lose revenue due to poor customer encounters and never understand why.

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Gifts

December 23, 2013 — Leave a comment

Knowledge and experience are invaluable gifts .

Have you ever stopped to ponder what you have been given and how you can leverage it for the greatest good?  We acquire knowledge and experience on a daily basis as we go through life, but I have met very few people (and I do have a very large global network) that actually use what they know to maximize their potential. Whether it’s a natural talent or acquired knowledge, very few of us actually take the time to stop and consider how we can best utilize the “Gifts” we have been given.

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Organizations realize how important it is to “know what they know” and consistently try to maximize their collective intelligence – shouldn’t you? In a world where the only certainty is uncertainty, your only real source of sustainable competitive advantage is your own knowledge and experience – and how you leverage them. Your success in this increasingly competitive world depends wholly on how you qualitatively and effectively manage those gifts. Continue Reading…

Recently I was at the World Business Forum. As I listened to what some of the world’s top business leaders considered our most significant leadership challenges, one sentiment stood out for me above all others – Jack Welch made the statement that, “the rhythm of business hasn’t changed in 40 years.” That’s profound… and true.

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Ladies and gentlemen, that was not a compliment! Worse, it was not the first (or second) time I’ve heard that commentary from a top business leader… What is actually so depressing about that statement is the fact that little is actually ever done about it. People love to tell us what our problems are… and even share high-level academic theories and pointless observations – but where is the down and dirty “how” to make things better?

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Control Cataracts is a disorder that occurs in a leader’s vision. It happens when someone becomes desperate to maintain control at the expense of the group or the organization. He or she becomes reluctant to share any measure of authority for fear of losing control. This results in a blindness to the value that could be added by those around them, as well as a short-sightedness as to what success really is. Do you know this person?

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Leadership Laceration is a common disorder found when people complain about the leadership that has been placed over them. This is not only harmful to the leader, but it can be fatal for the group. The symptoms can be difficult to detect and are often mistaken for benign interactions. Those without a strong immune system can easily become victims, often unable to differentiate antagonism from healthy criticism. This condition is highly contagious and anyone found to have the symptoms should be quarantined right away…

All kidding aside, those individuals who choose to verbally lacerate leadership can be a serious threat to organizational alignment and morale.  Because neither employees nor organizations are immune to employees with the propensity to lacerate leadership, you will need to be aware of the signs, symptoms and impact of leadership laceration. Continue Reading…