There are two concepts in leadership that intersect in a powerful way: We all know the first one – hard work applied to a non-existent plan is most often a waste of that work. Let’s say I need to get home. If I drive 10… Read More »Are You Silently Teaching Your Team to Fail?
Have you ever had a conversation with an irate customer, where the first words they speak to you are a barrage of anger, frustration, and complaints? My personal challenge is to convert these potential disasters into opportunities for connecting and earning the trust of another human being. I’m proud to say they often end with smiles all around, if I remember to use my secret weapon: compassion.