Have you had an unexpected misunderstanding with a client or colleague? Part of the problem is that we’re “separated by a common language.” Let’s take a closer look, including how it happens, examples of risky words, and steps to fix this common communications problem.
Haven’t been doing direct report meetings? They want to hear from you… and you should hear from them. Here’s how to get started as an agency owner.
The “which means…” framework highlights specific benefits, in addition to facts and features. It’s a great way to introduce change, convince your team to adopt a habit, or excite your client about possibilities. In this article, I explain how to use it.
When frontline operations employees don’t feel empowered to report problems to upper management, it can lead to terrible, avoidable consequences. And there’s no excuse. We’ve known that for 60 years.
As agency leaders, part of our role is to cross-check others—and to accept cross-checks ourselves. Yet sometimes we get in our own way, instead of encouraging employee feedback. Let’s look at the problem inside and outside of agencies, and the seven steps to fix the problem at your agency.