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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...
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...
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...
Got an employee who takes too long to finish their work? You’re not alone! Here’s how to fix it for the future.