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  10 Ways Customer Service Pros Are Wired
by Dawn Lennon - Apr, 2011
Does your blood run cold when you have to call a big company for service? Pressing 1 for this and 2 for that adds to the chill. The music plays. The automated voice says, “All agents are busy with other customers. Please stay…” You know the drill. We’re desperate to hear a live voice before nightfall, hoping s/he’ll be able to help. Bad things happen, sometimes. We remember when they do. We get an agent and the call...
 
  Executive Hot Buttons—Press With Caution
by Dawn Lennon - Apr, 2011
It can be stressful at the top where pressure might not bring out our best. Executives are vulnerable all the time to the unexpected. The winds of marketplace change are always in their faces. The potential for bad decisions by managers and misconduct by employees is also ever-present. Although executives can’t escape the unforeseen risks that come with the job, they will often show us how they cope. Making the com...
 
  How Performance Reviews Brand the Reviewer
by Dawn Lennon - Apr, 2011
It's a draw. All the arguments about performance reviews are correct. The process can be fair or unfair, useful or a sham, legitimate or bogus. It all comes down to us-the reviewers. Do you care? For many supervisors, it's about the paper, not the process. We whine about writing comments, deciding on ratings, and holding those dreaded employee review meetings. We forget that performance reviews are about feedbac...
 
  When Employees Aren't Feelin' It, Try Enchantment, Guy Kawasaki Style
by Dawn Lennon - Apr, 2011
Today, Guy Kawasaki's new book, Enchantment: The Art of Changing Hearts, Minds, and Actions, is released. Guy offered me an advance copy about a month ago with a request to blog about it. I'm so happy I said, "Yes." We really want our jobs to mean something. It's usually the rush more than the money that keeps us showing up every day. When there's nothing to feel no excitement, satisfaction, optimism, or joy we're less...
 
  When the Boss Isn't Cutting It, What's Really Wrong?
by Dawn Lennon - Apr, 2011
It's no fun falling short. Most bosses know when employees don't like or respect them. They often act like they don't notice or are above caring. Who can blame them for needing a coping mechanism? As employees, we often assume our bosses know better-that they are ineffective on purpose. Everyone weighs in on what they believe the boss's defects are: -Poor commu...
 
  Workplace Friends and Foes—Your Forever Network
by Dawn Lennon - Apr, 2011
Ever been to a high school reunion? Some former classmates look the same. Some you only recognize if they have a name tag. It's not how people look that flips our memory switch. It's their names that get us to remember how each person has been preserved in our minds: -How they treated us (and we them) -How smart and/or accomplished they seemed to be -How they behaved alone, in groups, and with those they dated -If we...
 
  Is Your Boss Wrong About You?
by Debbie Brown - Apr, 2011
Performance reviews are supposed to be an objective evaluation of an employee's performance, based on measurable criteria. But how often does that happen? And how often does a job lend itself to actual objective metrics? Samual Culbert, a professor in the Anderson School of Management at UCLA, is the author of "Get Rid of the Performance Review! How Companies Can Stop Intimidating, Start Managing-and Focus on What Rea...
 
  What If?...
by Ruth Shapiro - Apr, 2011
What if you think losing your job is the worst thing that can happen to you? But what if a career counselor shows you that a layoff due to a corporate takeover can lead to a better job? Here is my example of what career counseling can do to make a job search successful. Feeling panic over losing his job and anxious about the pressure of finding a new one quickly, George contacted me on the Career Counselors Consortium we...
 
  Is It Too Soon to Think about Work/Life Balance?
by Lindsey Pollak - Apr, 2011
One of my biggest surprises when I first started speaking about career issues on college campuses was the number of students who asked me questions about work/life balance. College women (and more than a few men) as early as their freshman year were asking me about how to build a career that would enable them to have flexibility for child rearing, service projects, travel or other pursuits. When I started my own career in th...
 
  Tips for times of transition – Part 4: Practical tips for jobseekers
by Dawn Bugni - Apr, 2011
Spring has sprung. Enjoy a change of scenery ... even it's only the front yard. This post finalizes the series of tips for times of transition Bridget Haymond and I put together. Hopefully, you’ve been able to take a nugget or two and apply it your personal search for professional bliss. Understandably, a job search can be extremely stressful. When you get overwhelmed, it’s always a good idea to take approaches back to the b...
 
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