Handling Complaints


 

I was near the desk at my health club when I overheard a woman ask the attendant if anyone had found a book she had forgotten earlier. The

Click here to download a FREE .PDF of this post

Click here to download a FREE .PDF of this post

attendant said she had seen it by the exercise bikes, but now it was gone. The member said, “If you had brought the book to ‘Lost & Found’ I would have it now.”

The attendant explained, “I thought if I left it there you would find it when you came back.”

“Isn’t it the policy of the club to place property in this bin behind the desk?” the member insisted.

“It was only out for a minute. I would have moved it if you didn’t come for it soon.”

(more…)

Coach as Nudge

Perhaps the most valuable result of all education is the ability to make yourself do the thing you have to do, when it ought to be done, whether you like it or not.

–Walter Bagehot
Founding Editor of The Economist
in Physics and Politics, 1879



My job as a coach is to get you to do what you do not want to do, so you can be what you want to be.

–Attributed to Tom Landry
NFL head coach

Perverse Incentive Compensation




Paying for performance seems like an all-purpose principal. Daniel Pink argues that it is not.


From TED: Career analyst Dan Pink examines the puzzle of motivation, starting with a fact that social scientists know but most managers don’t: Traditional rewards aren’t always as effective as we think. Listen for illuminating stories — and maybe, a way forward.




Bottom-up Leadership Works

All the best companies have bottom-up management. That means those staff who actually meet customers, or run operations, tell the boss what works, rather than vice versa. It means delegating responsibility in order to empower staff. Imperious, dictatorial leaders who are out of touch with the shop floor do not achieve sustained success.

–Luke Johnson
Chairman of Channel 4 and Risk Capital Partners
in The Financial Times

 


 

See also, The Illusion of Control

 


 

Sitting Quietly, Doing Something – Happy Days Blog – NYTimes.com

Daniel Goleman

Jon Kabat-Zinn, …, taught mindfulness at a high-stress biotech company; these beginners meditated for 30 minutes a day for eight weeks. [Professor] Davidson’s measures showed that after the eight weeks they had begun to activate that left prefrontal zone more strongly — and were saying that instead of feeling overwhelmed and hassled, they were enjoying their work. So while the Calvinist strain in American culture may look askance at someone sitting quietly in meditation, this kind of “doing nothing” seems to do something remarkable after all.

Of course, there’s no guarantee of greater happiness from meditation, but the East has given us a promising path for its pursuit.

via Sitting Quietly, Doing Something – Happy Days Blog – NYTimes.com by Daniel Goleman

 


Meditation for Managers video


 

See free, easy Meditation Instructions on this blog.



It pays to trust your employees

 


 

Study indicates that employees who are trusted by managers do better work and are more loyal to their employer.

Journal of Management

 


 

A Closer Look at Trust Between Managers and Subordinates: Understanding the Effects of Both Trusting and Being Trusted on Subordinate Outcomes

The authors propose that trust in the subordinate has unique consequences beyond trust in the manager. Furthermore, they propose joint effects of trust such that subordinate behavior and intentions are most favorable when there is high mutual trust. Findings reveal unique (more…)

Tony Mayo
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