What if you’re wrong…or right?

What if you’re wrong…or right?

You have the most amazing idea, and you’re sure it’s going to revolutionize the organization. But when you present it to the team, people are not enthused. What do you do now? First, and foremost, recognize that you might be wrong. As Kathryn Schulz (a...
What makes the right choices easier?

What makes the right choices easier?

We were tickled pink to hear a client (we’ll call him Bob) mention recently that choosing to do the right thing – to engage with others productively, even in the midst of conflict, confusion or tension – was getting easier over time. In the past, he...
Way to go!

Way to go!

My daughter Shannon works in customer service, and she is cursed, screamed at and verbally abused on a daily basis. One day, however, the clouds parted and sunshine came in the form of an extremely happy customer. This person was delighted with Shannon’s speedy...