Is your child driving you nuts with their self-destructive behavior and refusal to listen to your hard-earned wisdom? (Alternatively, are your parents driving you nuts with their constant attempts to control and guilt-trip you?) Is your client behaving badly? Not returning calls, not making decisions, refusing to face up to tough decisions, constantly back-sliding on […]
Think for a minute about the relationship between words and reality. In theory, we use words to describe reality. In practice, it goes the other way too. The words we use first affect our perceptions of reality, and then – through acting on our perceptions – reality itself. Propaganda is the obvious example. But […]
All the surveys say we’re in a crisis of trust. But which crisis? Is it one of morality, or of social engineering. We need both solutions, not either/or.
Trust requires that someone take a risk. Perversely, that means the avoidance of risk is tantamount to preventing trust. One of the hardest things to do is to recognize this need in the face of mundane, everyday interactions, where it always seems that taking a risk is inappropriate. So rather than give a mundane business […]
(I’m attending #CODECON this week). Trust in digital technology is a nascent hot issue. The headlines are a target-rich environment for emerging trust issues: from GDPR to autonomous vehicles to fake news to ad tech to AI to cyber-hacking. Tech leadership is scrambling to stay out in front of the EEC, the Justice Department, and […]
Role-playing may seem silly, but it’s the solid foundation you need to succeed
Many people kid themselves that they are being client service oriented, when in fact they are merely being servile; it hurts them.
In the past few weeks, one Southwest Airlines flight suffered the first US airline casualty in a decade, while another flight had to be diverted when a window ruptured. While there have been some notable exceptions, I think it’s fair to say that the media and public response has been pretty much crickets. By contrast, […]
Many, perhaps most, of our clients tend to ask us about how they can measure the returns from Trusted Advisor workshops. However, I suspect their reasons are a little opaque. More often than not, these buyers are already persuaded of the benefits. The potential clients who are truly skeptical are rarely the ones who actually […]