I’m convinced that there is just a standard of acceptable customer service. Going to any restaurant, grocery store, hotel, or shopping center, you come to expect reasonable standards of service.
There’s something to be said about those establishments that go the extra mile to provide quality experience. It is as if the staff anticipates needs. Sometimes they readily have your concerns handled.
In the midst of recent health care reform legislative in Washington, DC, some of the highest levels of political leadership have shown some outrageous and unacceptable behavior. It is one thing to disagree about the issues but quite another to become disagreeable. In fact, F. Scott Fitzgerald once said that “The test of first-rate intelligence is the ability to hold two opposing ideas in the mind at the same time and still retain the ability to function.”
Acts of vandalism and condemnation in the midst of disagreement about the differing opinions on the health care measure have resulted. There have been charges and counter-charges to offenses. There have been insensitive remarks and racial epithets hurled back and forth across the aisle. Social etiquette has completely run amuck! Are you kidding me? (more…)
Patrick Lencioni, renowned national speaker and author of the best-seller “Death by Meeting,” has the antidote and outlines tips for better meetings. He says that insight to make meetings less painful, tolerable, and more productive. He includes focused tactical agenda items, methodology for improvements, and practical guidelines for success.
Interestingly enough, not all meetings are created equal. A clear understanding up front that meeting formats vary in size, purpose, and scope will reinforce definite success. Some, for instance, are a daily check-in with quick updates about what’s on deck that week. On the contrary, weekly reviews might include discussions about issues supporting organizational mission or specific goals. Depending on the context, this might be a review of tasks accomplished to achieve a certain outcome. Furthermore, tactical, monthly, ad-hoc, strategic, and quarterly off-site gatherings might be focused on a goal or time-sensitive objective.
By all accounts, it’s been another eventful year given politics and entertainment world news. What is most fascinating to me is observing what leadership development and communication skills emerged from those handling the unexpected.
No, I’m not going to talk about political leaders or leading entertainers. It’s just been interesting listening to news reports where some were cool as cucumbers and others made statements with emotion written all over their faces. Some avoided the paparazzi altogether.
For example, look at nationally-recognized athletes or the nation’s governors. But, let’s face it: 2009 was an eventful year for leading figures. Let’s see…there was Olympic swimmer Michael Phelps, golfer Tiger Woods, tennis superstar Serena Williams at the U.S. Open, Captain Sullenberger (aka Sully) and the Hudson River miracle crash, an arresting officer and noted scholar Henry Louis Gates, a South Carolina senator’s public outburst, singers Chris Brown and Rihanna, television show host David Letterman, and many more.
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Talk, talk, and more talk, right? That’s what we always hear when people mention what’s relevant regarding good communication skills. Sure, we’ve all heard about the importance of active listening skills. But, do we really heed the call about proactive behavior to dialogue with another person?
Without developing solid listening skills and ability, I’m afraid to say that people are really just talking and not making progress. In fact, good leaders are only destined to improve their skills and gain followers by becoming active listeners. Just look at the bedside manner of popular doctors. What about real estate agents who constantly get the top referrals? For some, you can’t discount the significance of getting “airtime” with a popular faith leader or coach.
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“The role of public servant
is about more than the role
itself but about giving back
and leaving a legacy.”
-Dawn McCoy
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