Most managers want to be liked by their staffers. But what if there’s something more important?
“I learned that people’s motivations are not logical. They come from a very different place. Their motivations are emotional.”
Catastrophic failures aren’t usually caused by one or two big mess-ups but by a series of cascading errors. So it was at this year’s Academy Awards, where a number of factors contributed to the wrong movie being announced as Best Picture.
Reed Hastings believes that talented people thrive when you simply leave them alone. So the co-founder and CEO of Netflix created a culture of independence.
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Today's Leadership Tip
When huddling with the team to figure out how to salvage, fix or streamline a problem process, never forget to pose one key hypothetical question: "What if we just didn't do this anymore?" A problem in motion tends to draw our focus away from the possibility that the bottom line may very well survive, and even thrive, in the long run without that particular burden. The sudden loss could make your thinkers get quite innovative in response.
Q. One of my supervisors rubs people the wrong way. Some colleagues complain that her comments bother them—and that she subtly cuts them down. What can I do to address the situation? I’m not even sure how to explain the problem to her, much less propose a solution.
When it comes to service, “good” just isn’t good enough anymore. Companies must not only get it right for customers each time, they must do the “extra things” that connect the customer emotionally to the organization. Creating the Absolute Customer Experience (ACE) is critical for your organization’s success.
Q: "I work as an office manager in a pleasant, stress-free environment. The pay is good, the schedule is flexible, and the staff is productive. Everyone gets along well. So what’s the problem? For the past two years, I have been bored out of my mind. I tried asking for additional responsibilities, but nothing ever happened. My friends say I have the perfect job, but it sure doesn’t feel that way. Any thoughts?" Underutilized