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What business are you REALLY in?

Published on 2013-05-16 07:09:38

When clients ask me to help them with customer service issues, they are often surprised (and a little annoyed) when I ask them a question about what business are they really in. Now I’m not trying to be difficult, I’m just trying to help them ide

Redirection Redefined – 5 Steps to Stay on Track

Published on 2013-05-11 09:23:11

For many, the word redirection translates to, “Uh oh—big trouble.” For some, the idea of a redirection can seem the equivalent of a dismissal, separation, or firing. That’s a limiting perception. The job of managing people includes managing r

Preparing for a Challenging Conversation

Published on 2013-05-09 07:52:40

Think back to the last challenging conversation you had. Were you prepared? If not, how well did it go? Chances are it didn’t go as well as you hoped it would. Most challenging conversations are more effective when we take the time to prepare for t

The High Price of Money (a five-question happiness quiz)

Published on 2013-05-06 07:30:30

Consider these five statements. True or False? Money cannot buy you happiness. Money may not buy happiness, but it will buy things that make you happy. The more money you have, the happier you are. Seeking wealth, status, or image undermines interper

Four Leader Behaviors that Build—or Bust, Trust!

Published on 2013-04-29 19:40:44

In a new article for Fast Company, columnists Scott Blanchard and Ken Blanchard take a look at why some companies are successful in implementing change while others struggle. They also look at why some leaders inspire people to work together effectiv

3 Ways to Avoid A Wrong Turn at Work

Published on 2013-04-27 10:01:23

If there is a traffic sign indicating where you get on or off a highway, it’s important that you see it, and take action. Otherwise, you risk making a wrong turn or getting lost. In addition to regular traffic signs, drivers often encounter other

Doing More With Less – Nuggets of Truth from Leadership Livecast

Published on 2013-04-25 07:30:53

Nearly 5,000 people joined dozens of leadership experts yesterday for the Doing More With Less Leadership Livecast. Over the course of 2 ½ hours there were video presentations and online discussions about strategies to deal with today’s stressed,

You Can’t Manage Virtual Workers and Teams with “Super-vision”

Published on 2013-04-22 07:30:06

Most virtual leaders struggle with managing the performance of those they can’t see. Would they be more effective managers if they had “super-vision”? Some organizations install software so leaders can randomly check the screens of their em

Optimal Motivation in the Wee Hours

Published on 2013-04-20 11:05:58

My team and I have been working on a new motivation program that shows leaders how to foster an environment in which employees experience high quality, or optimal, motivation—as opposed to suboptimal motivation based on stress, relentless pressure,

Two Ways to Consider A New Manager Role

Published on 2013-04-18 07:30:36

Stepping up from successful individual contributor to new manager creates a conundrum: Is it about you and proving yourself in your new role, or is it about them—the team—your direct reports? The quick answer is: It’s about both you and your

What’s your experience working in today’s tougher workplace?

Published on 2013-04-15 18:21:01

In a two-part series on The Tougher Workplace, Los Angeles Times reporter Alana Semuels takes a look at how the recession has negatively impacted working conditions for both hourly and salaried employees. One of the main themes of her story is that b

4 Steps to Help Whiners Get Unstuck

Published on 2013-04-11 06:59:53

Two years ago I was in Kenya doing some volunteer work when our van got stuck in the mud on the way to visit one of the local schools. We tried everything to get unstuck but nothing worked. We needed help. In the workplace as well as other areas of o

Doing more with less? Start with focus say 40 top thought leaders

Published on 2013-04-08 08:47:50

John Stahl-Wert, best-selling author and founder of The SHIP Company believes that challenging economic times provide an opportunity for individuals, teams, and companies to get better and to understand things more deeply. Yet, in his experience,

3 simple ways to create a stronger team and build customer loyalty

Published on 2013-04-06 10:35:36

With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling. However, I had a pleasant surprise a few months ago while t

Free Blanchard webinar today! The Leader’s Guide to the Executive Brain

Published on 2013-04-03 07:12:50

Join master certified coach Madeleine Homan Blanchard for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on The Leader’s Guide to the Executive Brain Homan-Blanc

Do Incentives Make You Fat?

Published on 2013-04-01 07:36:50

You receive an invitation from your HR department to win a mini-iPad if you lose weight. You think: What do I have to lose except some weight? What do I have to gain except health and a mini-iPad? You may need to think again. It seems that using thes

Resilience in Challenging Times—4 tips for staying in the game

Published on 2013-03-30 09:37:18

You walk into a bank. There are 50 customers inside. Suddenly a robber runs in and fires off one shot. The bullet hits you in the right arm. Quick: What will you tell your friends later about this? Were you lucky or unlucky? Harvard’s Shawn Achor p

Three Words to Power Up Your Relationships

Published on 2013-03-28 10:24:01

“I trust you.” When it comes to building trust in relationships, someone has to make the first move. One person has to be willing to step out, be a little vulnerable, and place trust in another person. Is it risky? Yes! Without risk there

3 Ways People Pretend to Work—at Home or the Office

Published on 2013-03-25 07:21:59

Marissa Mayer’s decision to halt employee telecommuting at Yahoo has unleashed a torrent of controversy around telework, remote work, collaboration, and productivity. For those of us who work at home or remotely, or even in an office, it’s a

The Number One Key to Great Customer Service

Published on 2013-03-22 07:17:35

I travel a lot, and in my travels, whether for business or pleasure, I try my best to stay in the same hotel chain. Why? Because I know what I’m going to get. Similarly, when I’m traveling overseas, I actually look for a very recognizable qui

Leading for Optimal Motivation

Published on 2013-03-18 07:30:36

Research in the fields of social psychology and organizational psychology has repeatedly found that employees thrive best in work environments that allow them to think for themselves, and to construct and implement decisions for one course of action

Step Up As You Move Up: 3 tips for new managers

Published on 2013-03-16 08:35:00

“Now the buck stops with me. Now I am the final decision maker. Now I am the person I used to go to for help!” Gulp. A young woman shared these words with me one week after being promoted to her first management position. I could see the look o

Communicating Across Cultures: 4 Approaches to Increase Understanding

Published on 2013-03-14 09:13:09

Have you ever played the game where you sit in a circle and one person whispers a story to the person on their left, who shares the story with the next person, and so on, until the story is retold to the one who started it—but it no longer resemble

Do your employees know your customers? Really know them?

Published on 2013-03-11 08:00:27

Picture clothes shopping with a 13-year-old. But first some background: He has worn only basketball shorts and jerseys as his “uniform” for a few years. Nothing, except his school dress code, could pull him away from those awful clothes. (And d

Poor leadership behavior? It might be your brain’s fault—here’s why

Published on 2013-03-09 13:20:21

“Every task we perform that requires executive functions like planning, analytical problem solving, short- term memory, and decision making is handled by the prefrontal cortex of our brain,” says Madeleine Homan-Blanchard, master certified coac

A Mini Case Study on Motivation

Published on 2013-03-04 07:30:04

Can you determine at least three important take-aways in this story from a plant manager in India who recently learned the skill of conducting Motivational Outlook Conversations? On his first day back after his training, the plant manager noticed a T

Six Tips for a Work-From-Home Policy That Works

Published on 2013-02-28 07:30:37

Marissa Mayer, CEO of Yahoo!, is being scrutinized and second-guessed for her decision to not allow employees to work from home starting in June. It’s easy for pundits to take pot shots from afar, but speaking as a manager who has struggled to find

3 ways to succeed in your pajamas!

Published on 2013-02-25 07:30:21

Telecommuting, virtual teams and remote work have many advantages for organizations and productivity. At the same time virtual workers often have concerns about their lack of recognition and visibility since they aren’t seen at the office every

5 questions to create a customer service mindset in your people

Published on 2013-02-21 08:33:08

If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had been working and traveling all week and showed up at

Employee Motivation–why it matters

Published on 2013-02-18 10:04:48

A client asked me yesterday, “Why are you so interested in writing about optimal and suboptimal motivation? All managers care about is productivity, accountability, and results—isn’t it like pushing water uphill with a toothpick,” he asked.

Is there enough time in the day to finish all of your work?

Published on 2013-02-14 09:10:59

Is there enough time in the day to finish all of your work along with the additional daily requests from your coworkers? http://ow.ly/hFaGg

Managing Your Boss – 3 Keys to Leading Up

Published on 2013-02-14 08:21:24

I have been very fortunate to work with some fantastic leaders in my career—but not all managers I have worked for have qualified for that title. They may have been my bosses, but they were not effective leaders. So what do you do when you have a m

Are YOU a “Best Boss?” Two key characteristics (and 3 ways to get started)

Published on 2013-02-11 09:19:03

You can learn a lot about what people want in a leader by asking them! Over the years, I’ve had a chance to hear hundreds of people respond to the question, “Who was your best boss, and what was it about him or her that made them so special

Behaviors speak louder than words—3 service reminders for leaders

Published on 2013-02-07 08:08:36

I remember advice someone gave me when my kids were little, “Pay attention to your behaviors—because your kids are always watching you.” That has turned out to be very good advice over the years, and I find the same is true for leaders in organ

Is Discipline Overrated?

Published on 2013-02-04 07:26:29

Over 30 years ago I watched a TV news documentary about the animals we eat–how we treat cows, pigs, chickens, fish. By the time the 15-minute broadcast was completed I knew I would never eat meat again. And indeed, to this day, I have not eaten

Are you only half the leader you could be? See if you have this limiting self-belief

Published on 2013-01-31 10:11:40

In their latest post for Fast Company online, management experts Scott and Ken Blanchard share that, “One of the big mistakes we see among otherwise promising managers is the self-limiting belief that they have to choose between results and people,

3 Ways to Put Life Into Deadly Virtual Team Meetings

Published on 2013-01-28 08:21:17

Ever had this experience as a virtual member of a face-to-face team meeting? You dial into a conference phone. You can’t hear what people are saying. You can’t see the documents, slides, or whiteboards people are referencing, and there is no easy

Four Considerations in Building Trust with Millennials

Published on 2013-01-24 07:30:39

“Toto, I’ve a feeling we’re not in Kansas anymore.” ~ Dorothy, The Wizard of Oz Judy Garland’s line from The Wizard Oz could appropriately capture the feeling of many leaders when it comes to managing Millennials in the

Free Blanchard webinar today! Performance Planning: 5 ways to set your people up for success

Published on 2013-01-23 09:34:30

Join performance expert John Hester for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Performance Planning: 5 ways to set your people up for success, Hester will

A Glimmer of Hope: When Leaders Get It Right

Published on 2013-01-21 09:31:50

I just arrived back from beautiful Fujairah—one of the northernmost emirates in the UAE—where we held the final module of six in a 15-month leadership development curriculum for a global technology company. The total program included modules arou

Join Drs. Jackie and Kevin Freiberg for

Published on 2013-01-17 10:47:20

Join Drs. Jackie and Kevin Freiberg for breakfast as they share what it takes to lead a culture of innovation. http://ow.ly/gTRor

Do you have a customer service mindset? 3 ways to find out

Published on 2013-01-17 08:37:55

Here’s a little game for you. Finish the following phases: “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule) “Beauty is in the eyes of ____ _________.” “If it were me, this is what __ ______ ___.” I trust y

Make Time for Personal Renewal—4 Strategies for the New Year

Published on 2013-01-14 08:11:42

“When people don’t take time out, they stop being productive.” ~ Carisa Bianchi I started experiencing back pain around the time I turned 50. When I went to the doctor she told me, “John, you are at that age where every morning you will w

4 Common Mistakes Managers Make When Goal Setting (and 3 ways to fix it)

Published on 2013-01-10 07:52:34

Performance expert John Hester identifies four common mistakes that managers make when they set goals for employees in the latest issue of Ignite! The negative result is poor or misaligned performance, accountability issues, blame and resentment—

The Key to Making Workplace Resolutions More Resolute

Published on 2013-01-07 07:44:26

Which of the following statement(s) best describe(s) you when it comes to New Year’s resolutions at work? Don’t set them—it is a waste of time Set them—and it is a waste of time because I don’t take them seriously Set them, take them seriou

Do you have a service friendly culture? 5 questions to ask yourself

Published on 2013-01-03 07:52:50

Service in the airline industry is kind of a wash in my opinion, but I want to tell you about an exception—Southwest Airlines. Here’s a recent travel experience that I think speaks volumes about the service focused culture that Southwest ha

Four Ways to Avoid the “Leadership Cliff” in 2013

Published on 2012-12-27 07:30:05

With just four days left in the year, Americans are eagerly watching and waiting for governmental leaders to reach a budget agreement to avoid the “fiscal cliff” – a series of tax increases and spending reductions that will be trigg

The More You Give, The More You Get (A new strategy for performance management in 2013)

Published on 2012-12-24 09:27:50

It’s that time of year when we get together, give gifts, and rekindle relationships with people we haven’t seen since last year. No, no—not the holidays—I’m talking about the ongoing performance review season. For the past several weeks (

Give the Gift of PEACE: A 5-step reminder for the holiday season!

Published on 2012-12-20 09:48:58

Are you working to create lasting memories this holiday season? Stop and think for a minute, how are YOU feeling right now? Stressed? Anxious? Happy? Sad? How are other people around you feeling? What does the average customer feel like now? Typica

7 Ways to Influence Employee Well-Being in the New Year

Published on 2012-12-17 07:49:59

During a party to celebrate bringing Optimal Motivation™ to market this year, the conversation turned to the games we play in our personal time, and stories about our pets. Victoria has a very special and very feisty cat that likes to be petted, b

“Mankind was my business.” (A leadership lesson from the ghost of Jacob Marley)

Published on 2012-12-13 07:59:43

What is the purpose of a business? Search the internet for an answer and you will find different opinions. Many economists would say the purpose of a business is “profit maximization.” Peter Drucker said the only valid purpose for a busin

Free Blanchard webinar today! Building Trust: 3 Keys to Becoming a More Trustworthy Leader

Published on 2012-12-12 08:02:06

Join trust expert Randy Conley for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Building Trust: 3 Keys to Becoming a More Trustworthy Leader, Conley will be exp

Employees Not Accountable at Work? They probably have a good reason—3 ways to find out

Published on 2012-12-10 10:30:36

Accountability, accountability, accountability. It’s an issue that comes up time and again as leaders and HR professionals think about the one underlying challenge in their organizations that holds performance back. It’s a silent killer that

Customer Service–3 ways to make someone’s holiday a little brighter!

Published on 2012-12-06 10:04:36

As we enter into the holiday season, I always remind myself to try and be on my best behavior and keep my patience while out doing my holiday shopping. So when I read the story about the New York City police officer who used his own money to buy a

The Not So Shocking Truth: 3 things to stop doing that undermine Optimal Motivation

Published on 2012-12-03 06:43:17

“Shocking! This is shocking.” The manager was responding to a slide on the screen that declared: As a manager you cannot motivate anyone. “Shocking,” he exclaimed again before I could put up the second part of the slide. I ask

Leadership Development Training—3 tips for maximum ROI

Published on 2012-11-29 08:53:42

Back in 2005, one of our clients, American Express, wanted to measure the impact of Situational Leadership II training that they had rolled out in their organization. The program was delivered via three venues—traditional classroom with people a

Join us for today’s webinar! Motivation As A Skill–Strategies for managers and employees

Published on 2012-11-28 08:27:32

Join motivation expert David Facer for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Motivation as a skill: Strategies for managers and employees, Facer will be sh

Sometimes, just being there is all that matters–3 ways for leaders to get started

Published on 2012-11-26 09:07:18

Several years ago, The Ken Blanchard Companies conducted a test on the effectiveness of regular one-on-one meetings between managers and their direct reports to improve perceptions of managerial effectiveness. Managers met with their direct reports e

Is this common employee question killing performance in your organization?

Published on 2012-11-19 08:15:27

If there was one question I’d like to hurl into deep space, “What’s in it for me?” would be it. The main reason is that the “What’s in it for me?” question breaks down our hope that we might accomplish something special together, and al

Customer Service—it can’t be about THEM until it’s about YOU

Published on 2012-11-15 15:33:39

There’s a common misconception that customer service is all about the customer. Surprise—it’s not necessarily so. Service is definitely for the customer—internal or external—but it’s about you, the service provider. “What?” you may be

Research shows managers and direct reports misidentify what motivates each other

Published on 2012-11-12 09:53:01

Do you know what motivates others at work? Probably not explains Dr. David Facer in a recent article for Training magazine. Facer, a motivation expert and senior consulting partner with The Ken Blanchard Companies, points to research from Duke Un

Assume the Good; Doubt the Bad

Published on 2012-11-08 07:53:58

A few years ago I was leading a learning and development organization at Nike. One of my staff, Sue, was responsible for managing the Nike Professional Development Center, which included opening the Center each morning at 7:00. Sue was a salaried emp

Mindfulness at Work—3 ways to get started

Published on 2012-11-05 08:09:57

Being aware of what is happening to you in the present moment without judgment or immediate reaction. It sounds so simple. The noticing and awareness part is one thing—but without judgment or immediate reaction? This requires practice: To n

Competition and Innovation—Are you a fear-based organization?

Published on 2012-10-29 10:09:37

Senior leaders play an important role in setting the cultural tone in their organizations. Without a shift in thinking at the top of an organization, it is almost impossible to change an organization’s culture. In a new article for Fast Company online, Scott and Ken Blanchard share a story and discuss the results of a study [...]

Three Levels of Trust – Where Do Your Relationships Stand?

Published on 2012-10-25 07:30:15

When it comes to trust, not all relationships are at the same level. Based on the context of the given relationship – professional, personal, family, social – each one can experience a different level of trust. There are three basic levels of trust. The first level is deterence-based trust, or what I like to call [...]

Trying to help someone change? Make sure you follow these five steps

Published on 2012-10-22 07:56:40

“Change is hard,” explains Madeleine Homan-Blanchard in a new article for Chief Learning Officer. And being asked to help someone change is a tough assignment—especially when that someone is a senior leader in your organization—just ask anyone responsible for learning and development and they’ll tell you. Have you been asked to help someone change? Here [...]

Do your people have permission to cut up the watermelon? 3 strategies for empowering employees

Published on 2012-10-18 08:53:59

I love being pleasantly surprised, especially when it comes to customer service experiences. I had one of those experiences a couple of weeks ago when I was visiting my son at college. Let me share what happened and what I learned about the impact of empowerment as a result. My son goes to school in [...]

What motivates you at work? Here are six possibilities

Published on 2012-10-15 06:30:39

In a recent webinar on A Closer Look at the New Science of Motivation, best-selling business author Susan Fowler opened with an interesting question for attendees, “Why are you here?” And it wasn’t just a rhetorical question. Fowler wanted attendees to take a minute and assess what their motivation was for attending. Here’s what she [...]

How to Say “NO” to Your Boss When Appropriate–5 strategies

Published on 2012-10-11 06:43:10

One of the “rewards” of being a high performer is being asked to do more and more until you discover one day that it is just too much. You are working extra hours just to keep up. Your work and life are suffering and you don’t have time for your family and friends. It doesn’t [...]

How are you doing as a leader? 3 beliefs that might be holding you back

Published on 2012-10-08 09:28:13

No one thinks they are bad at listening, receiving feedback, or any other common leadership mistake. That’s why self-awareness is so important for a leader explains Madeleine Blanchard, a master certified coach and co-founder of Coaching Services at The Ken Blanchard Companies. In Blanchard’s experience, all leaders can benefit from examining some of the mindsets [...]

Leverage the Gift of Diversity–4 ways to be a learner with everyone you meet

Published on 2012-10-04 08:20:51

Trying to keep your internal (employees) and external customers coming back? Maybe it’s time to engage diversity, embrace new and innovative ideas from all of your customers, and be a learner with everyone you meet. Last week I was with a client teaching a session on the topic of Legendary Service. There were people in [...]

Join us for today’s webinar: A Closer Look at the New Science of Motivation

Published on 2012-10-03 06:17:37

Join best-selling business author Susan Fowler for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on A Closer Look at the New Science of Motivation Fowler will be sharing some of the research underlying Blanchard’s new Optimal Motivation program and workshops. Participants will explore three basic [...]

Managing your present and future career—a four step plan

Published on 2012-10-01 07:22:09

Taking the time to reflect on what you really want out of your career and creating a plan is important. In a new column for Fast Company online, Scott Blanchard shares an exercise he uses with career planning. It’s called “backward planning” and it begins by imagining where you would like to be in 10 [...]

Four Leadership Lessons from the NFL’s Fumbled Handling of the Referee Lockout

Published on 2012-09-27 07:30:55

There was never a question of “if” it would happen. The only was question was “when?” Any NFL football fan knew that sooner or later a “replacement” referee would make an incorrect call that decided the outcome of a game. That time was this past Monday night when the Seattle Seahawks came away with an [...]

Innovators—3 ways to invite others to your next big idea

Published on 2012-09-24 09:44:22

Innovation requires passion. It takes a lot of energy to develop an idea and implement it successfully in an organization. Fortunately, innovators have passion in abundance. Innovation also requires collaboration. Very few ideas can be successfully implemented without the cooperation and buy-in of others. Unfortunately, innovators often struggle in this area–especially if they fall in [...]

Got a new employee? 3 ways to show you care

Published on 2012-09-20 06:50:28

When I was 16 years old, my first job was serving ice cream at a Baskin-Robbins store. Not only did I love ice cream, but I was very social and felt that this job suited me very well since I loved talking to people. Unfortunately, I think I’m still trying to lose those extra ice [...]

What’s your motivation at work? 3 questions to ask yourself

Published on 2012-09-17 10:45:09

Want to motivate others? Start by learning how to motivate yourself. That’s the message that best-selling author Susan Fowler highlights in a recent article for Ignite! In Fowler’s experience, you have to understand your own reasons for performing at a high level before you can help others do the same. Without that understanding, most managers [...]

You always have a choice—the power of reframing

Published on 2012-09-13 09:09:00

A friend of mine was bemoaning the fact that he HAD to attend a wedding in Florida with his wife. He did not want to go but felt he had no choice. I asked: “What would happen if you CHOSE not to go?” He replied that his wife would be very upset and it would [...]

A leader’s look at corporate culture–5 questions to ask yourself

Published on 2012-09-10 09:13:45

In a new Core Beliefs and Culture survey, consulting firm Deloitte looks at the impact that corporate culture has on employee ratings of happiness and perceived self-value at work. The results provide a good reminder for leaders on the relative importance of words and actions when it comes to creating a strong culture that engages [...]

3 ways to put some FUN into your customer interactions

Published on 2012-09-06 08:30:04

Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers. From the very cranky at being alive to the “I live to serve” type—we got ‘em all. But a young woman in the shoe department at Macy’s stood out from [...]

3 tips for better listening—and the one attitude that makes all the difference

Published on 2012-09-03 09:22:58

Good listening skills are essential to any manager’s success—but sometimes it’s hard to find the time in today’s frantic work environment. As a result, it’s easy to fall into a habit of listening to a direct report just long enough to offer advice or solve a problem. This might keep the line moving, but it [...]

Stand Out! Three Steps To Discover What Separates You From The Crowd

Published on 2012-08-30 07:30:06

What is one thing that you do better than anyone else? For some people, that may be easier to answer than others. If I asked Usain Bolt that question, I’m pretty sure he’d say that he can run faster than anyone on the planet. For most of us though, the question would prove to be quite [...]

Feeling off-track? 3 tips to re-engage

Published on 2012-08-27 08:13:17

Every once in a while you can find yourself outside, looking in at work. You’re working on projects, hitting your goals, and getting things done, but you have a nagging suspicion that you’re a little off-track or out of the loop on key projects and tasks. As a result, you find your energy a little [...]

Does your company culture resemble this classic arcade game?

Published on 2012-08-23 07:39:05

The way an organization responds to mistakes tells you a lot about its corporate culture. In an article on innovation for Fast Company, Scott and Ken Blanchard look at the different responses they’ve seen in working with organizations. Some organizations see mistakes as opportunities to learn. These are the organizations that create innovative environments where [...]

Re-engage yourself by sending your brain in a positive direction

Published on 2012-08-20 09:02:36

Three years of a dismal economy has worn down a lot of people. While some people (about 20% according to most engagement surveys) have maintained their passion, a large majority have lost their mojo. Tired of a flat attitude and just going through the motions? Here’s a three-step process for jump-starting your work environment. Rediscover [...]

There’s more than just wild animals to check out at the San Diego Zoo

Published on 2012-08-16 08:54:11

When my husband came home and informed me that his company party was at the zoo this year, I had mixed feelings. In one way, it would be nice to visit the world-famous San Diego zoo (and not have to pay for it!) but it’s been so hot recently that the idea of walking around [...]

How do you deal with emotion at work?

Published on 2012-08-13 09:23:54

Scott Blanchard, principal and executive vice president at The Ken Blanchard Companies calls it the new “F” word—feelings. And it is something that managers and organizations struggle with on a regular basis. Should you ask people to repress feelings and “check them at the door” or should you encourage people to bring their entire selves [...]

Are you making this common communication mistake?

Published on 2012-08-09 06:03:48

Last summer, my wife Paula and I were vacationing in the Midwest. As we were driving about 70 mph on a four-lane divided highway on our way to Kansas City, I saw a large deer crossing over the median about 200 yards in front of us. Knowing they sometimes jump in front of cars, I [...]

Why are managers and supervisors so stingy with praise?

Published on 2012-08-06 12:18:10

Ken Blanchard has a favorite question he likes to ask audiences whenever he is teaching about the power of recognition. He asks, “How many of you receive too much praise at work?” It’s a bit of a trick question because Ken knows after asking hundreds of audiences, that very few people ever raise their hands. [...]

How would your direct reports rate you as a leader?

Published on 2012-08-02 07:27:47

Are you familiar with “secret shoppers?” Organizations ask people to secretly “shop” their establishment, pretending to be customers, and report back the good, the bad, and the ugly. Wouldn’t that be fun to do? What would happen if your direct reports “secretly shopped” you as a leader? What would they report back? Here’s an exercise [...]

Got an innovative new idea? Don’t share it with your boss (at least not at first.)

Published on 2012-07-30 08:33:26

One of the fastest ways to kill an innovative new idea is to move it up the chain by asking your boss, having them ask their boss, and so on. As Scott and Ken Blanchard identify in a new post for Fast Company online, “When you run an idea up the chain of command, you [...]

Four Keys to Winning Gold in the Leadership Olympics

Published on 2012-07-26 07:30:54

Tomorrow is the opening of the 30th modern Olympiad in London, Great Britain. More than 8,000 athletes from 50 countries will compete in 42 different sports, and for many of them, it will be the penultimate event of their athletic careers. The Olympic Games marks the culmination of years of hard work for the competitors, [...]

Blanchard Webinar–Don’t Let Your Ego Hijack Your Career: 4 Warning Signs

Published on 2012-07-25 08:15:50

Join writer, researcher, and speaker David Witt for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Don’t Let Your Ego Hijack Your Career: 4 Warning Signs, David will be sharing some of the latest research on ego, personality, and its impact on leadership behavior. [...]

The #1 Secret to Great Customer Service

Published on 2012-07-23 07:30:43

Every now and then you hear a story that immediately brings a tear to your eye and renews your faith in mankind. This is one of those stories. I was in the airport in Calgary, Alberta, waiting for a flight home and started talking to an elderly man who was waiting for the same flight. [...]

The Power of Really Listening: A tribute to Stephen Covey

Published on 2012-07-19 08:07:06

One of my mentors, Stephen Covey, passed away this week. No book, other than the Scriptures, has had a more significant impact on my life than his The 7 Habits of Highly Effective People. The 7 Habits is more than a business book or a self-help book. It is a book about how to be a [...]

Top five reasons why employees join and stay with organizations

Published on 2012-07-15 23:43:39

A new Towers Watson research paper is shedding some light on what attracts employees to an organization (and what keeps them there after they’ve joined.) The 2012 Global Workforce Study includes responses from 32,000 employees in 29 markets around the world. Here’s what people said attracts them to an organization and what would cause them to leave. [...]

Is it time to join “Egos Anonymous”? Two ways to tell

Published on 2012-07-12 09:13:34

Best-selling business author Ken Blanchard believes that there are two personality issues that prevent executives from becoming their best selves. “One is false pride—when you think more of yourself than you should. When this occurs, leaders spend most of their time looking for ways to promote themselves. “The other is fear and self-doubt—when you think [...]

Top Reasons Why Employees Don’t Do What They Are Supposed to Do—as reported by 25,000 managers

Published on 2012-07-09 11:24:14

Why don’t employees do what they are supposed to do? Former Columbia Graduate School professor and consultant Ferdinand Fournies knows. Over the course of two decades, Fournies interviewed nearly 25,000 managers asking them why, in their experience, direct reports did not accomplish their work as assigned. Here are the top reasons Fournies heard most often [...]

“Be the change” you want to see in your customer service people: 5 ways to get started

Published on 2012-07-05 08:23:35

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When asked for an example of what he meant by this, he said, “Well … we are asked to acknowledge the customer, get details about the [...]

Making Choices: 3 ways to take responsibility at work—and one way to avoid it

Published on 2012-07-02 07:05:31

“It is always my choice: to change what I cannot tolerate, or tolerate what I cannot—or will not—change.” –Melinda M. Marshall “If only…”—you fill in the blank. It is a frequent comment I hear from clients as they are engaged in our Situational Self Leadership workshops: [...]

Is Your Ego Getting In The Way of Building Trust?

Published on 2012-06-28 08:00:09

Don’t kid yourself – you’ve got an ego and sometimes it gets out of control. You may not act like a pompous jerk in public, but if you’re human (and if you’re reading this then there’s a good chance you are), you’ve undoubtedly had those self-righteous, egotistical thoughts run through your mind from time to [...]

Is this personality trait holding you back as a leader?

Published on 2012-06-25 08:56:02

In a new online article for Fast Company, Scott and Ken Blanchard identify one of the biggest barriers to people working together effectively. The culprit? The human ego. As they explain, “When people get caught up in their egos, it erodes their effectiveness. That’s because the combination of false pride and self-doubt created by an [...]

How to change when you don’t want to—3 tips for leaders

Published on 2012-06-21 09:06:42

Have you ever found it hard to change your behavior—even when you knew it was exactly what people wanted you to do? See if this sounds familiar. Our family is going out to dinner. My husband is driving. We pull into the parking lot and I see a fabulous parking place right in front. (I [...]

Three times when it’s wrong to just be a supportive manager

Published on 2012-06-18 08:50:46

Most managers prefer to use a supportive leadership style that encourages direct reports to seek out their own solutions in accomplishing their tasks at work. But that style is only appropriate when the direct report has moderate to high levels of competence and mostly needs encouragement to develop the confidence to become self-sufficient. What about [...]

How important is good management? This McKinsey research might surprise you!

Published on 2012-06-14 18:58:43

What’s worth as much as a 25% increase in your labor force, or a 65% increase in the amount of your invested capital? A 1% improvement in your company’s management practices! That’s the shocking conclusion of in-depth study conducted by researchers at McKinsey, Stanford, and the London School of Economics that looked at more than [...]

Most employees performing significantly below their potential—but does anyone care?

Published on 2012-06-11 09:41:03

Leadership development training is a smart, prudent investment that drives economic value and bottom line results. But if senior executives don’t care about development then—guess what—development will not be a priority in the company. That’s what Scott Blanchard, principal and EVP with The Ken Blanchard Companies, found out the hard way when his company lost [...]

Service above self: What leaders can learn from “The Giving Tree”

Published on 2012-06-07 06:57:17

One of my favorite books of all time is the children’s book, The Giving Tree by Shel Silverstein. In short, the book is about the relationship between a boy and a tree. Throughout the boy’s life, the tree offers whatever it can to make the boy happy—to swing from its branches, to pick and eat, [...]

Survey shows employees feel jointly responsible for engagement at work

Published on 2012-06-04 07:12:37

A survey that The Ken Blanchard Companies conducted together with Training magazine last summer asked 800 readers their thoughts on who they felt was responsible for 12 different job, organization, and relationship factors that lead to a passionate work environment. Respondents could assign responsibility for each factor to either the senior leaders in the organization, [...]

None of us is as smart as all of us—take this quiz and see for yourself

Published on 2012-05-31 09:09:56

Here’s an exercise from a team building class I attended that I wanted to share with you. It uses questions from a Mensa quiz to illustrate the point that a team’s collective wisdom is always greater than any individual team member’s. To get started, see how many of these questions you can answer individually. According [...]

Exit interviews show top 10 reasons why employees quit

Published on 2012-05-28 09:34:37

Ask employers why people quit a company and 9 out of 10 will tell you it’s about the money. Ask employees the same question and you’ll get a whole different story. PricewaterhouseCoopers (PwC) discovered this when they asked 19,000+ people their reasons for leaving as a part of exit interviews they conducted for clients. The [...]

Lost your focus at work? 3 tips for getting back on track

Published on 2012-05-24 07:55:44

It’s easy to lose sight of where you are going when you’ve had your nose to the grindstone for an extended period of time. You get focused on your task and you don’t take the time to lift your head and see where you are headed in the long term. Sometimes it’s just the opposite. The long [...]

Lost your focus at work? 3 tips for getting back on track

Published on 2012-05-24 07:40:33

You’re Invited! Leading from Any Chair in the Organization

Published on 2012-05-23 08:09:56

Join author and consultant Bob Glaser for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Leading from Any Chair in the Organization, Bob will be sharing three actionable steps on creating a culture where everyone feels a sense of ownership, empowerment, and ability to [...]

Only 14% of employees understand their company’s strategy and direction

Published on 2012-05-21 08:23:22

Why don’t more employees do what they are supposed to do? Author and consultant William Schiemann might have part of the answer—only 14% of the organizations he polled report that their employees have a good understanding of their company’s strategy and direction. He shares that fact and some of the causes as a contributing author [...]

If customer service is so easy, why doesn’t everyone do it like THIS?

Published on 2012-05-17 08:51:28

Last week I had the privilege of staying at the Hyatt in Denver for the ASTD International Convention. I was a bit tired upon arrival as I had just flown in from a speech in Edmonton, Canada. My first realization that this was not a “business as usual” situation was encountering Troy at the front [...]

Employees are from Venus, Bosses are from Mars

Published on 2012-05-14 09:25:03

I’m taking some liberties with the title of John Gray’s mega-selling best-seller, Men are from Mars, Women are from Venus, but I wanted to share some interesting differences in perceptions between what bosses think they are providing and what employees are experiencing in the workplace. Ask most bosses what their management style is at work [...]

Ready to grow and innovate? Begin by driving out fear and apathy—3 ways to get started

Published on 2012-05-10 09:17:03

People are stuck in place, not particularly happy with the way things are, but staying put because they don’t have any better options. It’s a “quit and stay” mentality that has been hard for leaders to address. The tools they’ve used in the past to motivate performance—pay raises, promotions, etc.—are no longer available. Instead of [...]

Don’t make this leadership mistake. Why leaders need to be always in style

Published on 2012-05-07 07:48:13

We’ve all been there. Do to some mix-up or poor communication we end up being either over or under dressed for an occasion. You’re wearing something too casual for a formal event (think shorts at a client meeting) or you find yourself wearing formal to a casual event (think a business suit to an after-work [...]

Would you ever say NO to a customer? Here’s one time you should

Published on 2012-05-03 07:52:02

My two boys played three different sports during high school and, as it happens, there were times when they needed to visit the athletic trainer because of an injury. If you want a lesson in how to treat your internal customers, come to my boy’s high school and see a pro in action! The Head [...]

Who’s Got Your Back? 5 ways to find out

Published on 2012-04-30 08:06:29

One of the hardest things for brilliant, technically proficient folks to realize is that as they assume more and more leadership responsibility they must depend on the help of others. And each of these “others” is an individual who needs to be seen, heard and understood. One of the strategies you can use to map [...]

Memo to Leaders: Stop Talking and Start Listening! Four Tips for Building Trust

Published on 2012-04-26 07:30:30

“To answer before listening – that is folly and shame.” Proverbs 18:13 It’s easy for leaders to fall into the trap of thinking they need to have the answer to every problem or situation that arises. After all, that’s in a leader’s job description, right? Solve problems, make decisions, have answers…that’s what we do! Why [...]

The Biggest Mistakes Leaders Make and How to Avoid Them

Published on 2012-04-25 07:29:25

Join best-selling author and consultant Chris Edmonds for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). Chris will be exploring three actionable steps leaders can take to self-diagnose, assess, and change unwanted behaviors in a special presentation on The Biggest Mistakes Leaders Make and How to Avoid Them. The webinar [...]

Managers: Drive out fear—one thing you can do this week

Published on 2012-04-23 08:29:40

When people work in isolation—or with incomplete information—their imagination can run away with them (and usually not in a good way.) Here’s an example. Has something like this ever happened to you? My wife has started a new job recently. Like many people, it involves working in a cubicle interacting with customers primarily by telephone [...]

Who is this conversation about—me or you? Four ways to tell

Published on 2012-04-19 07:45:44

Ok. Picture this. Someone runs into your office and says, “I need help on ….” What are you probably thinking while they are talking? A. What you were doing before the person ran in, even though it means only half-listening to their story? B. Internal brainstorming on how you would handle X? C. Preparing to [...]

The 3 times when you shouldn’t praise people at work

Published on 2012-04-16 08:38:20

Catching someone doing things right is one of the most rewarding and enjoyable things a manager gets to do. It shows people that you’re paying attention, that their work matters to you, and most importantly, it shows that you care about them. However, there are three times when it is not appropriate to praise someone. [...]

Why employee engagement alone isn’t enough

Published on 2012-04-12 08:41:42

Engaged employees = Engaged customers = Better financial performance. Right? Well, not exactly. It’s a little more complicated than that. While there is a definite statistical linkage between these three measures, it’s not linear. The researchers at Gallup first identified this about seven years ago when they started to look more closely into the performance [...]

3 tips for breaking a negative fairness-entitlement cycle at work

Published on 2012-04-09 07:33:46

A number of studies throughout the recession indicate that staff members do not feel that their organizations treated employees entirely honorably during the downturn. Reductions in force that broke the employment covenant and reductions in merit increases or raises have left many employees indicating that they will actively be seeking employment elsewhere when the economy [...]

A great lesson from a military friend

Published on 2012-04-05 08:18:59

If you are like me, every time I am in an airport and see a military man or woman in uniform, I am compelled to go up to them and thank them for their service. And many times, I actually do thank them. In my mind, that is the ultimate service one can give—dedicating one’s [...]

Accountability Issues? Poor alignment might be the real issue

Published on 2012-04-02 08:19:04

In The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It, author Michael Gerber identifies that everything a leader does begins with a common understanding of his or her company’s prime objective. This includes a clear sense of what the company stands for and where it is going. Scott Blanchard referred [...]

The One Minute Manager – Three Secrets to Building Trust

Published on 2012-03-29 08:00:39

This year marks the 30th anniversary of the publication of The One Minute Manager. With over 13 million copies sold in 37 languages, it’s one of the bestselling business books of all-time and continues to inspire leaders around the world with its practical wisdom on managing people. The elegantly simple techniques of One Minute Goals, [...]

Temperament at Work: Understanding Yourself and Others

Published on 2012-03-28 08:37:33

Join best-selling authors and consultants Scott Blanchard and Madeleine Homan-Blanchard for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). Scott and Madeleine will be exploring personality and its impact on work relationships in a special presentation on Temperament at Work: Understanding Yourself and Others. The webinar is [...]

A kind word changes everything—especially when you’re learning something new

Published on 2012-03-26 08:08:18

My wife is six months into a new job. She has been through a lot of training since she started and just recently completed a four-week class to qualify for an advanced role. She’s been struggling to learn all of the different components of the new role and she hit a low point this past [...]

Are you setting your customers up for success?

Published on 2012-03-22 07:21:26

As a customer I am often frustrated when someone either over or under-supervises me and I get told stuff I already know, or can’t seem to get the information I actually need. Might this be happening with your customers? I want to quickly demonstrate the use of Blanchard’s Situational Leadership® II model to showcase a [...]

“To-do” list got you down? Here’s the 3-step cure

Published on 2012-03-20 08:06:15

If you pile enough on, anyone can be made to look foolish and incompetent. That’s the sad state of affairs many of us find ourselves in from time to time. Work piles up, deadlines are missed, quality suffers and then there are the consequences to deal with. What’s your reaction when faced with a situation [...]

Making the Jump from Good to Great—3 ways to get started

Published on 2012-03-15 08:38:56

In his book, Good to Great, author Jim Collins found that leaders at the most successful companies shared two traits—a fierce resolve toward achieving organizational goals and a deep sense of personal humility. At the best companies, leaders worked tirelessly to keep the goals of the organization ahead of thoughts of personal accomplishment. The result [...]

A Coach as a Servant Leader

Published on 2012-03-12 06:33:00

I recently had a business trip that allowed me the opportunity to visit my son at college. He is a freshman at Colorado State University-Pueblo and is playing football for them. They are a Division II football program that went undefeated last season and were ranked #1 in the nation for Division II schools at [...]

Are you suffering from BLM (Behave Like Me) syndrome?

Published on 2012-03-08 18:48:00

Without a theory, framework, and understanding of personality types, people tend to judge others in comparison to themselves, explains Scott Blanchard in a recent article entitled, Understanding Others Begins with Understanding Yourself. Once that happens, you are very susceptible to “BLM Syndrome,” which is “Behave Like Me.” As Blanchard explains, “Without a way to understand [...]

Creating A Positive Work Culture: Why you need to ask instead of tell

Published on 2012-03-05 09:16:16

My colleagues Chris Edmonds and Lisa Zigarmi have written a new book called Positivity at Work. The book is chock-full of 140 ideas for creating a more positive work culture. They obviously both have a lot to say on the subject but you’d experience something completely different if you spoke to either of them in [...]

Work got you down? Here are five possible reasons why

Published on 2012-03-01 09:24:17

In their new book Positivity At Work, authors Chris Edmonds and Lisa Zigarmi identify five aspects of a positive work environment that lead to higher levels of well-being. That’s a hot topic these days as organizations deal with the general burnout prevalent in so many workplaces after three years of belt-tightening and a single-minded focus [...]

The Five Pillars of Well-Being in the Workplace and the Critical Role of Trust

Published on 2012-02-27 08:00:15

The topic of well-being in the workplace is getting a lot of attention right now. The January/February issue of The Harvard Business Review featured articles on “The Value of Happiness – How Employee Well-being Drives Profits.” Since people spend more time at work than in any other single environment, it behooves leaders to create organizations that foster [...]

Great Leaders Grow: The Four Keys to Becoming a Leader for Life

Published on 2012-02-23 07:15:27

. Growth for a leader is like oxygen for a deep-sea diver. Without it – you die. Leadership is a living process—and life means growth. Join best-selling authors Ken Blanchard and Mark Miller today at 9:00 a.m. Pacific / 12:00 noon Eastern / 5:00 p.m. GMT for a free webinar on the four keys to [...]

George Washington on Leadership

Published on 2012-02-20 11:52:58

With great power comes great responsibility. In the unsettled atmosphere of the American Revolution between the victory at Yorktown in 1781 and the signing of the Treaty of Paris in 1783, a movement arose from officers in the Continental Army to proclaim George Washington as King George I of America. As incredible as it might [...]

Is a stupid policy at work holding you back?

Published on 2012-02-16 10:36:47

Do you have any stupid policies at work that keep your people from serving at the highest level? Have you ever been told by someone serving you, “I am sorry to have to ask you this, or do this, but it’s our policy?” I once took my sons to a large, soon-to-be-out-of-business, toy store where [...]

Are you too proud to grow? 3 great reminders from “The Artist”

Published on 2012-02-13 08:05:21

. Sometimes, nothing is more damaging to a career than success. It’s not always easy to see this at work in your own life, but you can certainly see it in others. In the movie, The Artist, one of this year’s Oscar-nominated films, silent screen star George Valentin falls victim to this when his past [...]

Are you growing—or dying—as a leader? 8 questions to ask yourself

Published on 2012-02-09 08:02:33

“Growth is what separates living things from dying things,” explain Ken Blanchard and Mark Miller in their new book Great Leaders Grow: Becoming a Leader for Life. “Growth brings energy, vitality, life, and challenge. Without growth, we’re just going through the motions.” In a recent article for Blanchard’s online newsletter, Ignite! the authors warn that [...]

Are you too busy to grow?

Published on 2012-02-06 09:14:02

If you’re not growing, you’re dying. That’s the message that Ken Blanchard and Mark Miller have for leaders in their new book, Great Leaders Grow: Becoming a Leader for Life. In a classic parable format, they tell the story of Blake Brown, a young 20-something, as he takes on his first leadership role. Funny thing [...]

One time you shouldn’t treat co-workers like family

Published on 2012-02-02 07:31:13

One of the most overlooked gaps in well-meaning organizations is recognizing the need to treat internal customers even BETTER than external customers—at least initially. Within an organization, it’s easy to fall into the trap of thinking of your fellow employee as your family that you can treat however you want because “they have to love [...]

Employee Engagement: 3 ways YOU can help (based on your role in the organization)

Published on 2012-01-30 09:23:30

27% of workers worldwide are actively disengaged according to the latest survey conducted by the Gallup Organization. In their latest report, The State of the Global Workplace, Gallup breaks down engagement figures for 50 different countries. Re-energizing and re-invigorating today’s employees remains a key concern for leaders at companies everywhere. Last week over 5,000 people [...]

Quit and Stayed – Pearls of Wisdom from Leadership Livecast

Published on 2012-01-26 07:00:36

Nearly 5,000 people joined dozens of leadership experts yesterday for the Quit and Stayed Leadership Livecast. Over the course of four hours there were presentations and online discussions about what causes employees to be disengaged on the job and strategies leaders can take to address this epidemic in the workplace. The Quit and Stayed phenomenon [...]

A first step any leader can take to improve employee engagement

Published on 2012-01-23 09:23:22

The Gallup Organization estimates that 27% of workers worldwide are actively disengaged at work. This is a state of mind where an employee is so discouraged at work that they essentially quit and stay—doing only what is marginally required of them to keep their job, but little more. In some extreme cases it can be [...]

Three Steps to a Customer-Centric Organization

Published on 2012-01-19 08:26:54

The 2011 American Express Global Customer Service Barometer reports that 60 percent of U.S. consumer respondents believe that businesses have not increased their focus on providing good customer service. Even more surprising, 26 percent think companies are actually paying less attention to service. Wow—now is your chance to be the one who CAREs about service! [...]

Advice for leaders: How Dr. Martin Luther King points the way

Published on 2012-01-16 07:43:11

Today is Martin Luther King Day in the United States, a time to reflect back on the life and teachings of the great civil rights leader and activist. While most of us will not be called to engage in social activism on the scale that Dr. King did, we can still have a great impact [...]

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