Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Tag(s): communications skills, business value
Date Published - Last Updated February 25, 2016
We hear a lot about personal branding these days. But why? What does it actually mean? Is it really even necessary? With rapidly changing technologies and ever-growing social media platforms, creating a strong, unique, and clear personal brand is critical to maintaining a competitive edge, for...
Tag(s): leadership
Date Published - Last Updated February 26, 2016
The fundamental conditions of success are much easier to identify, and much easier to achieve, than most of us make them. They’re very specific and very constant. Most importantly, they aren’t as distant as we often imagine them to be.
Tag(s): leadership, professional development
Date Published - Last Updated February 26, 2016
In the CBS reality TV series Undercover Boss, Fortune 500 CEOs discover that what they think they know about their companies and what they actually know are very different. For more years than I care to remember, I’ve had bosses. Each boss I’ve had has had at least one leadership trait...
Tag(s): leadership, professional development
Date Published - Last Updated February 25, 2016
Times are changing - can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring never-before-seen ...
Tag(s): leadership, future of support, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you can execute and one that produce the desired results), and that may mean you have to do some—for lack of a better...
Tag(s): support models, outsourcing, insourcing
Date Published - Last Updated February 25, 2016
Senior leaders are a key factor in the success of any support operation. Positive outcomes hinge on support leaders’ ability to embrace the executive team’s strategic vision and execute plans to achieve the desired results. Regardless of the resources you have at your disposal ...
Tag(s): leadership, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016
In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development
Date Published - Last Updated February 26, 2016
In any department, it’s only the manager who does the leading, right? David Ratcliffe disagrees. He submits that anyone can embody the characteristics of leadership without necessarily being an official leader, and without causing a disruption.
Tag(s): leadership, service desk, professional development
Date Published - Last Updated February 25, 2016
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Date Published - Last Updated February 26, 2016