Who's Holding you Hostage? Mastering Difficult Conversations with Difficult People
One of the greatest obstacles to success in a business is conflict avoidance. In reality, people avoid conflicts and the confrontations required to deal with them not because they lack the will, but because they lack a step-by-step way to do them without the fear that matters will become worse. Here’s your way to do it.
IT Has To Deliver Great Tools -- and Teach People to Use Them
In a workplace that is increasingly collaborative and knowledge-intensive, many CIOs plan to create value by delivering these capabilities effectively. No wonder collaboration and analysis tools make up the single largest category of IT project spend. But much of this value is being lost because employees lack the skills to use these resources effectively. In response, CIOs must rethink how IT provides employee support and training.
Your networking and resume work has paid off. You finally landed an interview for your dream job as an IT executive and you couldn't be more excited. The only thing that stands between you and the executive washroom is the interview itself.
You probably wouldn't bug your landlord about a loose doorknob, as long as you could still get the door to open. But wouldn't it be great if the landlord occasionally asked you whether any minor issues needed fixing--and then fixed them? BlackLine Systems -- a $40 million, 160-employee accounting software company--has become something like a proactive landlord. And it's earned flattering customer testimonials and new business as a result.
The ability to hire people who produce superior customer satisfaction is dependent on two factors. First, new employees must share a core set of values with their employer, as individuals whose values are aligned with those of the company are more likely to evangelize the business to its customers. Second, an employee must possess the right competencies to perform a job successfully; a satisfying customer experience requires employees to resolve customers’ needs quickly and effectively.