Episode 159 – What is the agenda?

A few episodes ago, I talked about a company’s epic failure in customer service.  I’m continuing that story with its next installment.  What is the difference between a dental office and a dental school? Don’t they both deliver dental services to their patients? Yes.  What is different? Well, the desired outcome – the agenda – is different.  This is where the POM (Purpose-Outcome-Method) tool comes in very handy. We all have agendas.  When we’re more transparent around our own desired outcomes, we’re more likely to achieve success.  Problems occur when the outcome – the agenda – is hidden. What is
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Episode 158 – Are you caught up in fast thinking?

My husband Mark and I have been watching a fascinating series on PBS called Hacking the Mind.  In the first episode, they talk about slow thinking vs. fast thinking.  Fast thinking is that knee-jerk, lizard brain, flight or fight response and actions.  Slow thinking is pausing, taking time to reflect on the situation and the bigger picture. We’re finding our clients are struggling with feeling overwhelmed and in that “always on” and “respond now” mode.  As our clients’ consultants and partners, we help them come up with solutions to manage the overwhelm.  Listen in as I share three actions you
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Episode 157 – We’re entering the 8th month of COVID-19…. what should you be asking your employees?

I mentioned back in March that here at The Shuler Group, we were halting all projects involving our proprietary Company Climate Inventory.  It just didn’t make sense in this time of turmoil to try to get a “normal” temperature reading of the climate at an organization.  Everything would have been skewed. Almost eight months later, though, it’s time to get that temperature reading, especially in terms of how organizations are supporting their remote workers, changing priorities, and setting themselves up for success.  Listen in as Dawn Shuler shares the 7 new questions they are adding to their standard Company Climate
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Episode 156 – Passionate about forward motion

When I had my issue with feeling at capacity, I struggled because I didn’t know how to move forward. I hate stuckness more than I hate going backward – because you can retrace your steps forward – or take a slightly different path toward the same destination. Stuck is just… stuck.  What is your take on forward motion? Other podcast episodes referenced:  Still at capacity, At capacity, and Forward motion
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Episode 155 – Still at capacity

A few months ago, I published an episode called “At capacity.”  Three months later, many of us are still feeling “at capacity.”  We’re less productive, more anxious, less focused, and more overwhelmed.  Listen in as I share my personal breakdown around this as well as what’s needed to thrive. Other podcast episodes referenced:  At capacity
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Episode 154 – Failed customer service

Most companies would say that their customers and clients are of paramount importance and that they pride themselves on great customer service. (Have you ever heard a company boast about its horrible customer service?)  However, we all know that not all companies have good customer service. Good customer service isn’t about that it’s the “right thing to do.” It also makes great business sense.  A customer is 4x as likely to defect to a competitor if the problem is service-related, rather than if it’s price- or product-related.  55% of customers would pay extra to guarantee better service. Listen in as
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Episode 153 – How you do feedback right

In the last episode, I talked about how “volunteered” feedback needs to be invited.  However, there are times when feedback is an official process between manager and employee.  Listen in as I discuss how often and how to deliver the best feedback to produce the best results. Other podcast episodes mentioned:  Have you been invited to give feedback? and Are you an A, B, or C player?
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Episode 152 – Have you been invited to give feedback?

There is a difference between a formal process of feedback (for example, when a manager and employee meet weekly to discuss performance) and volunteered feedback. If feedback is not welcome, if you have not been invited to give said feedback, then your feedback may not be received well. So, how do you give feedback? And on the other side, how do you express your expectations clearly about what you’re looking for in terms of feedback (or not)? Other episodes referenced:  Feedback – what it really is
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Episode 151 – Having the hard conversations

There are all sorts of hard conversations we need to have at times: You aren’t doing enough. Your results aren’t good enough. What you’re doing offends others. No (in response to a request). You’re fired. None of those topics sounds like a fun conversation to have, so we tend to avoid them. Listen in as Dawn Shuler discusses the costs of not having those conversations, and how to actually have them with grace and a positive (for the most part) outcome. Other podcast episodes referenced:  Are you purpose-driven?, Forward motion, Standards and boundaries, Co-create
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Episode 150 – Conversation with a Gen Z manager

Dawn Shuler interviews her daughter Anastasia, three-year manager of a county park boat rental.  Listen in as they discuss the challenges, customer service philosophy, and the biggest take-aways from being a manager. Hint:  If you want to get inside the head of a Gen Z’er, this is the episode for you!
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