About the author: Lead Change Group | SmartBlogs
You cannot have a best-in-class call center without a rock star director.
This may sound extreme, but I assure you it isn’t. I’ve seen centers with solid potential downsized and closed far to often when they could have been salvaged with better leadership. I’ve also seen the amazing turnarounds happen in just a few months when the only dynamic that changed was the leader.[…] Continue Reading »
Accountability in leadership is not a new mindset, as many books and schools over the years have presented. From J. Paul Getty to Rudy Giuliani, leaders of all backgrounds and intentions have attempted to define the subject.
Yet for the many thoughts presented there has been a drift from self-accountability to accountability throughout the entire organization. Over the past couple of decades, a shift has occurred which has made accountability a negative and fearful concept.[…] Continue Reading »
Industrial Age leadership was good, or at least efficient. It enabled us to get the most out of every worker; expectations were set; consequences for not meeting minimums were clear. People did what they were told, and went home.
But the Industrial Age is over. And it’s not coming back.
Welcome to the Social Age.
We humans are social down to our very core; social is not just what we do, it’s what we are.[…] Continue Reading »
Chances are you’re over-thinking your millennial engagement strategy.
What’s really changed
I have this vivid memory of being the youngest and lowest-ranking person in a meeting about employee engagement. We had brought in the big guns to teach us about relating to Gen Xers. I listened to the talk about “this generation” with partial amusement, but mostly disbelief.[…] Continue Reading »
To some, being a leader is just a job. But to others, it’s a choice, a calling even, to inspire others to engage, perform, and achieve. The women and men who make this choice are skilled in a number of areas that bring out the best in everyone and everything. They’re leaders who get it.
Their secret sauce?[…] Continue Reading »