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    • Podcasts
      • Accelerate Your Performance: A Leadership Podcast
      • School House: A Podcast for Parents
    • Solutions
      • Organizational Excellence
        • Organizational Excellence Coaching
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    Archives

    Monthly Archive for: "June, 2019"
    1
    By Mandy Gagliardi
    In Accelerate Your Performance, Podcast
    Posted June 24, 2019

    EP29: Keep Those Emotions in Check

    Receiving feedback is an emotional experience, it’s often difficult to take in. Whether the feedback is positive or negative, we humans are quick to respond emotionally, sometimes overreacting, [...]

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     The Nine Principles and the Pursuit of Excellence
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    By Janet Pilcher
    In Leadership Tips, Organizational Excellence
    Posted June 24, 2019

    The Nine Principles and the Pursuit of Excellence

    The Nine Principles® are the guiding principles for improvement work for any organization that intends to be excellent. These principles set the behaviors and expectations for organizations to [...]

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     Drive Employee Results With Surveys
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    By Julie Kunselman
    In Continuous Improvement, Data and Measurement, Employee Engagement, Leadership Tips
    Posted June 21, 2019

    Drive Employee Results With Surveys

    An employee engagement survey can be a very powerful tool within your organization. Employee engagement surveys provide important information and data regarding the perceptions of employees about [...]

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     Embracing Complaints Drives Customer Loyalty
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    By Casey Kuktelionis
    In Feedback, Leadership Tips, Process Improvement, Service Excellence
    Posted June 17, 2019

    Embracing Complaints Drives Customer Loyalty

    Despite hardwired systems, mistakes can still be made. Therefore, it is vital to have a good service recovery process in place.

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    By Casey Kuktelionis
    In Accelerate Your Performance, Podcast
    Posted June 17, 2019

    EP28: What’s Under the Rock?

    Organizations perform at different levels, some are poor, others good, and very few are excellent. What makes an organization excellent? It’s their relentless commitment to continuous [...]

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     Process Improvement Tool: Stoplight Report
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    By Janet Pilcher
    In Leadership Tips, Process Improvement, Rounding
    Posted June 12, 2019

    Process Improvement Tool: Stoplight Report

    The Stoplight Report is a way to communicate how ideas, concerns, and barriers are being resolved. Items added to the Stoplight Report might be collected during check-in conversations, team [...]

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    By Casey Kuktelionis
    In Accelerate Your Performance, Podcast
    Posted June 10, 2019

    EP27: Every Person, Every Time

    Is it really enough to provide good, or even, very good customer service? When your organization treats service recovery as just another refund, it misses a valuable growth opportunity. Excellent [...]

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     Difficult Conversations with Those Who Violate Values
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    By Annie Nihls
    In Effective Communication, Leadership Tips, Performance Management, Professional Development
    Posted June 7, 2019

    Difficult Conversations with Those Who Violate Values

    Having difficult conversations is never easy. However, it is a crucial part of being an effective leader. While it may be easier for a leader to ignore poor performance and staff feuds, delaying [...]

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     Use DESK for Difficult Conversations
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    By Robin Largue
    In Effective Communication, Leadership, Leadership Tips, Performance Management
    Posted June 7, 2019

    Use DESK for Difficult Conversations

    The D.E.S.K. approach for low performer conversations provides leaders with a guide to get through difficult conversations and cut right to the chase (Studer, 2004). Take time to prepare for [...]

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    0
    By Casey Kuktelionis
    In Accelerate Your Performance, Podcast
    Posted June 3, 2019

    EP26: Service Recovery That Knocks It Out of the Park

    Despite best efforts, sometimes we fail at providing the outstanding service our customers deserve. During these times, a service recovery process can turn a negative customer experience into an [...]

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