Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened … Read more…

The Battle of the Bulge and you, what bungled intelligence gathering means for your business

I watched an enlightening program yesterday on the Battle of the Bulge. After successfully breaching the “Atlantic Wall,” as the Nazi defenses were called, Allied forces had the German army on the run. By December, 1944, things were going very well for the Allies and very badly for Hitler. It was the concerted opinion of … Read more…

6 Bases of Power – Knowledge

When the definition of power includes the “ability to exert influence” there is probably no basis greater than the subject of today’s post. People love advice form perceived authorizes. Take, for example, Ann Landers. Ann Landers is a pen name invented by Chicago Times columnist Ruth Crowley in 1943 and taken over by Eppie Lederer … Read more…

Power Plays – the 6 principles of delegating responsibility

A man got on a crowded bus carrying a heavy briefcase. There were no seats, and he had to stand near the driver, holding on to a pole next to the driver’s seat. He held the pole with one hand and the briefcase with the other. After a while, the bus driver looked at him … Read more…

Power Plays – How power flows

The mantra goes like this. We have a staff of employees, associates, and subordinates for three purposes: To extend our reach – to make it possible for us as leaders and managers to get influence more people and thus get more done. To multiply our effectiveness – the principle of reproduction works here. We impart … Read more…

Keeper Trait #11 – Truthfulness

The tasks of evaluation, decision-making, and determining action are constant for leaders and managers. We must, from start of day to its close, gather information, qualify that information, and prescribe appropriate responses. This requires intelligence and I mean that in the broader sense of information and intelligence gathering not just in the “smart” sense. Leaders … Read more…

Beware the naked man who wants to give you fashion advice

 “Well, you have your degree. Now you’re going to get an education.” One of my professors said that to me the night I graduated. She was correct. A few weeks later I had moved with my new bride (who is now my not-so-new bride but exciting nonetheless) to Northern Arizona for our first post-college, degree-enabled … Read more…