Doesn’t it amaze you that two people doing the same job can affect vastly different results for an organization? Even though job responsibilities are the same, they can pull an organization together, or they can dismantle it one interaction at a time. I was a longtime...
Let’s imagine you’re scheduled for surgery. The operating room has been prepared for your procedure. The room is cool, brightly lit, clean and organized. All instruments are sterilized and laid out on a tray the way the surgeon prefers. All monitoring equipment is...
You’re enjoying a delicious bowl of hot, flavorful soup at your favorite restaurant. As you enjoy spoonful after spoonful, you suddenly discover hair in your mouth, and it’s not yours. You stop chewing immediately, swish your tongue around to locate it, poke around...
One of my first summer jobs was waitressing at a local well-known hotel chain. Though the establishment closed long ago, I will always remember the staff: the condescending owner who was a masterful humiliator, the bartender whose sense of humor was miserably twisted,...
For many years, there was a regional director of operations who sporadically visited communities in her territory of the country. I could tell what state she was in because I’d get frantic calls from her teams, scrambling to make sure all their marketing materials...
