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Scaling civility as your business grows

February 9, 2022
One of the most critical steps is to launch a startup with a recognition of the need for a code of conduct specifying how the startup’s members will interact with each other, with customers, with suppliers. Some startups call it their “rules”; others identify it as their value statement. I call it a framework for civility.

How they do candor at Pixar

February 9, 2022
If you read business stories regularly, it’s hard not to happen upon some rabbit-hole tidbits about Pixar’s Braintrust. This much-discussed creative meeting tool of Pixar leaders is described by founding member Ed Catmull in his book, Creativity, Inc.

What’s it all for if your health suffers?

January 12, 2022
In the book Dying for a Paycheck, Jeffrey Pfeffer delivers some straight talk: Don’t wait for public policy to address the social costs of excessive work hours and work-family conflict.

How ‘prediction culture’ undermines your leadership

January 12, 2022
One of the conversational habits leaders can succumb to is constant forecasting. In the book Conversation Transformation, authors Ben Benjamin, Amy Yeager and Anita Simon dissect this tendency.

Avoid a role in the ‘drama triangle’

January 12, 2022
We’re all players in the drama triangle occasionally. Where the problem lies is when you get stuck in it and can’t move on.

Were they leadership fads… or real wisdom?

December 8, 2021
It’s easy to look back on certain business buzzwords and mock them from a distance of years. But just because a trend is no longer embraced doesn’t mean it didn’t have real worth, and perhaps still does today.

Avoid martyrs—and avoiding becoming one

November 10, 2021
Do you work with a martyr-leader? Or do you suspect that you might be one? Let’s examine the criteria.

5 myths customer service leaders must dispel

November 10, 2021
To better understand what customers want today and how they behave during customer service interactions, we surveyed more than 4,000 customers around the world, asking them how they interact with and feel about various customer service channels. Our research revealed five myths about customer behavior to which customer service and support leaders are clinging.

Is your gut instinct the best decider of all?

November 10, 2021
A pitcher stares in at his catcher and decides to wave off a sign for a breaking ball. The catcher is working from his knowledge of the batter’s tendencies… but the pitcher is going from his gut. That’s NDM: naturalistic decision-making. In his book Range, David Epstein explores why it’s a double-edged sword.

Know which decision model you need to apply

September 8, 2021
Great leaders demonstrate profound humility, but not to the point of leaving those they lead empty-handed. They are prepared to escalate to higher authority or, at the very least, move laterally to find the answers they need. Key to their rationale is the understanding that two types of decisions exist.