I was reading an article in the Houston Business Journal “Mistakes happen: The skill is in knowing how to limit the damage” by Maura Schreier-Fleming. She states that, after receiving an email that contained mistakes, the company sent out another email stating “…we are taking appropriate action so this does (more…)

Those are dreaded words – both to hear and to say. What exactly is meant by that question?

I am an adjunct faculty member for Mountain State University’s School of Leadership and Professional Development, facilitating their Organizational Leadership Undergrad courses. I recently received a new class; these people have been together for nine months and I am the ‘new kid on the block’.

I spoke with each one of them and my first question was “Tell me about yourself”. The responses varied from strictly business to a family history. The way they answered this simple question told me bundles about the person. How you ask? I was able to discern if they gravitated more towards the personable side, willing to open up and share part of their lives that would not otherwise be exposed. Those that stuck with their position and number of years with the company unconsciously shared with me that ours was more of a professional relationship.

We tell one another what we value and how to communicate with us. Unfortunately, we are not aware of these signals. As a result ….

It isn’t what we say, it’s what they think they heard.

Training and/or facilitating classes is a great way to get different perspectives of sometimes obvious decisions. I have been fortunate in the past two weeks to give a three-day three- college-credit course, a one-day seminar on Goal Setting and Performance Evaluations and a three-day leadership course for new supervisors. (more…)

I attended NBAA’s annual convention last week. It is a huge event, nearly over-whelming, with a million square feet of exhibit space. I enjoy this event, as it gives me an opportunity to see clients, prospects, colleagues and friends.

As I was eating in a crowded restaurant, I overheard someone talking about “holiday inn customer service”. It brought up vivid images of my Holiday Inn visits many years ago. It was not a pleasant experience; in fact I can still recall the musty odor of the lobby. More recently I did stay at a Holiday Inn and it was a pleasantly average experience.

Did she mean stuffy, musty customer service, or did she mean pleasantly average customer service?

It wasn’t what she said, it’s what I thought I heard.