Since we are all human, it is common for us to make “errors” when assessing employee behavior and writing performance appraisal documents. These errors are reflective of our unconscious biases toward the employee. These biases can give an employee an unfair advantage or disadvantage over others in their peer group. The book, Human Resource Strategy by [...]
January 2010
Considering the current crisis in Haiti it may be a good time to stop and think about how to plan, prepare and be ready to respond in the event of an emergency or disaster. A disaster can be defined as a natural disaster (flood, hurricane, tornado, earthquake), an act of terrorism (9/11) or armed intruder (Columbine). [...]
Great customer service is the cornerstone of any successful business. Knowing who the customers are, what they want and exceeding their expectations is the key to business growth. Unless an organization understands this very basic principle, they will have a difficult time achieving all their desired results. Service Recovery is a theory that suggests that [...]
Customer service is a common term we are all familiar with which means “one who aids or provides help to the purchaser of a good or service”. Customer service is seen in all industries and across all demographics. It is important because if the purchasers of our goods and services don’t feel like they are [...]
Meetings come in all shapes and sizes but one thing is for sure, they are either a great experience for all attendees and perceived as time well spent or they can be a mental drain and a complete waste of time. Much of this is due to training and the “owner” of the meeting knowing [...]
The key to accomplishing any goals, whether personal or professional is to write them down and keep a focus on them. This is important for a couple of reasons. First there is something psychological about putting pen to paper. It validates your commitment to seeing the end result. Secondly, it is a reminder of what [...]
Why Do Performance Appraisals? I don’t think it would surprise anyone to know that there is a negative perception with performance appraisals. There seems to be a general consensus that performance appraisals are a painful process at best and one of least favored times of the year. If you’re interested in debating the subject see [...]
Every organization has a “culture”. Culture is defined by the way people interact, how information is shared and how decisions are made. Culture is something that is created by the leadership of the organization and can become very ingrained into the core fabric of the way business is done on a day-to-day basis. Positive cultures [...]
