Many months ago in my weekly email series I wrote one entitled: "Only One White Shirt." It was the story of Bonnie Whitten, who was my training instructor on the ticket counter, many years ago at Midway Airport in Chicago for…
It takes a creative mind to exercise leadership in the 21st century. In fact, it's not enough for the leader to be creative. The people who are led must also be taught to be creative. If change is the norm for…
You're squirming in your seat, wondering if the next speaker can possibly be less inspiring than the preceding one, when, suddenly, the room falls silent. Looking poised and confident, the next presenter smiles and then begins. Instantly, it's clear that…
The most frequent question I get from clients is how do we get our people to do something differently tomorrow. They are asking about execution from their top leaders, managers and front line teams. The executives have spoken of service…
Partnering is probably an overused buzz word, but it works if both parties are sincere in their goals and objectives to create an outcome that benefits both sides. An example. For years, we have all complained about how high automobile…
The face and eyes are eloquent message conveyers. Someone has estimated that humans are capable of 20,000 different facial expressions. How do you measure up? The most pleasant, and usually the most advantageous, is a smile. A smile can be…
After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when…
Leadership comes from training, development and experience. Correct? If not, then you must be born with those necessary ingredients. Correct? Frankly, I don't think it is one or the other. It is a combination of both. I spoke at an…
Turmoil in the financial markets and the threat of a recession are adding to the many challenges that healthcare finance executives must deal with. When leading during turbulent times, "Simplify, simplify, simplify," says Howard Putnam, former CEO of Southwest Airlines…
What kind of leadership talents and skills will be essential to succeed in the next few years? Some are tried and true and endure generation after generation. Others come and go with the age and culture in which we live…
