Posts Tagged ‘engagement’

The Smiling Customer is You!

Lifehack for the day: Make your customer service experience vastly better for only the cost of your attention.

Here’s an example.

In meeting the demands of my coaching business, I fly inter-island frequently between four of Hawaii’s larger and most populated islands. I’ve racked up enough miles to normally access the up front aisle seat selections with my online bookings, and my road warrior habits are pretty fine-tuned at this point; I’m… » Continue

December 14 2006 | By Rosa | Tagged: Aloha, attention, customer-service, engagement | 6 comments»

Antidotes to Hamburger Management

I’ve been thinking and writing quite a lot this week about Hamburger Management: the type of management approach that is based on always doing whatever is quickest, simplest and (above all) cheapest. Hamburger Managers provide the kind of leadership that is best described as: “Never mind the quality, look how fast it goes and how cheap it is.” Sadly, this approach is being forced on a great many otherwise perfectly… » Continue

October 23 2006 | By Adrian | Tagged: attitude, behavior, bestpractices, business-ethics, civilization, civilized-work, competition, decision-making, effectiveness, empowerment, engagement, expectations, guideline, Hamburger-Management, innovation, integrity, leadership, lifebalance, Management, meetings, organization, performance, priorities, prioritization, slow-leadership, strategy, stress, success, trust, work, work-life, work/life-balance | 4 comments»

What are the Rules? Hopefully, none.

Rules are the kind of thing you love when you want them, and hate when you don’t.

More often than not, my advice to managers is to avoid the urge to set them. The only exception I can think of on the pro side of writing rules are The Real Rules of Engagement because they save so much squabbling and disrespect within work teams, helping them get to the business… » Continue

September 14 2006 | By Rosa | Tagged: empowerment, engagement, expectations, freedom, rules, worklife | 5 comments»

Where’s the boss?

There is a new boogeyman striking fear into top executives.

In the past decade managers have gotten pretty well brainwashed in their hero-worship of the caped crusader called Empowerment. They know it’s a good thing to strive for in their organizations. They even understand that their own work-life balance depends on it. They realize that only by driving decision-making authority as far down the hierarchy as possible will they themselves enjoy… » Continue

July 6 2006 | By Rosa | Tagged: empowerment, engagement, leadership, micro-management | 3 comments»

The Real Rules of Engagement

On a recent late night I found myself needing to wind down before sleep, I flipped on the TV and happened to catch the tail end of Rules of Engagement. The military action drama seemed so completely out of context for me, for without ever having seen the movie when it came out for the first time in 2000, the phrase “Rules of Engagement” had quickly caught on in… » Continue

October 27 2005 | By Rosa | Tagged: Communication, engagement, participation | 7 comments»