Communication

I’m Sorry, That’s Not Accountability

Saying the words “I’m sorry” does not create accountability. It’s the way most of us avoid it…

Don’t Have Deep Conversations With Your Employees

How to Bake an Apology

We usually take our apology out of the oven way too soon. We rush off an “I’m sorry” or “Oops!”, but it’s mostly to try…

Helping With Overwhelm

[A Client Story from Gary in Chicago] I’ve been in the real estate leasing business for the last 35 years. A few months…

It’s Not You (Or Them)

How do you talk with someone on your team about a mistake without making them feel defensive? The skill is being able to bring your feedback in context — not so much the words you use but the place from which they come. It’s simpler than it sounds. Think of one person at work you need to…

What to Do When the New Boss Is You

How do you make the pivot from being someone’s teammate to being their boss? Of course, there are the projects and tasks that you’re now responsible for, but what about the changed relationships that are now all around you?

The Marketing/Ops Tug of War

Your marketing and sales people want to see what will happen if they try that new thing. Your operations and finance people can already see what will break if they do. This tension is real and right. Swing too far to the marketing side, your current customer experience will…