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How to Be Friends with Someone Who Works for You

Working as a senior executive can be a lonely job. You have to deliver tough messages. You can’t always be transparent about your own challenges. And you must keep key decisions confidential until the timing is right. There’s no way to escape the necessary burdens of authority. And, from time to time, you may develop a friendship with someone in your organization. It’s one thing to have a … [Read more...]

1 in 5 Highly Engaged Employees Is at Risk of Burnout

Dorothea loved her new workplace and was highly motivated to perform. Her managers were delighted with her high engagement, professionalism, and dedication. She worked long hours to ensure that her staff was properly managed, that her deadlines were met, and that her team’s work was nothing short of outstanding. In the first two months, she single-handedly organized a large conference – marketing … [Read more...]

If You Multitask During Meetings, Your Team Will, Too

Managers have hard jobs. They coordinate the work of their teams, align this work with company goals, serve as a primary source of professional development for their employees, deliver results, and many other critical tasks (all while keeping people engaged). We’ve previously written about what great managers do differently, but even great managers are not fully aware of how their work habits can … [Read more...]

3 Ways to Improve Your Decision Making

To make a good decision, you need to have a sense of two things: how different choices change the likelihood of different outcomes and how desirable each of those outcomes is. In other words, as Ajay Agrawal, Joshua Gans, and Avi Goldfarb have written, decision making requires both prediction and judgment. But how do you get better at either? We’ve published volumes on this subject … [Read more...]

How Customer Service Can Turn Angry Customers into Loyal Ones

Good customer service seems like common sense for businesses. But how valuable is it really? Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on surveys. But as more Americans seek customer service online, social media offers a better platform … [Read more...]

Second Annual State of Ransomware Report – US Survey Results

Ransomware continues to be a major concern, as it's a “top three” problem for organizations worldwide. Unfortunately, the impact of ransomware on small to mid-sized businesses can be devastating. Among those who have experienced a successful infiltration of the corporate network by ransomware, 20 percent reported that they had to cease business operations immediately, and 12 percent lost … [Read more...]

Why People Really Quit Their Jobs

People don’t quit a job, the saying goes — they quit a boss. We’ve heard it so many times that when we started tracking why employees leave Facebook, all bets were on managers. But our engagement survey results told a different story: When we wanted to keep people and they left anyway, it wasn’t because of their manager…at least not in the way we expected. Read more here … [Read more...]

5 Ways to Focus Your Energy During a Work Crunch

Work invariably ebbs and flows, cycling between steady states, where we feel more in control of the pace and workload, and peak periods, where the work crunch hits us hard. Unexpected setbacks, project sprints, or even vacations and holidays can create mayhem and tension. Maintaining focus and managing energy levels become critical as tasks pile onto an already full load. When you’re in your next … [Read more...]

Why We Should Be Disagreeing More at Work

When I worked as a management consultant, I had a client that I thought of as difficult. Let’s call her Marguerite. She and I didn’t see eye to eye on much. I disagreed with the direction she was taking our project, the people she chose to involve, and the pace at which she thought we should do our work (why did she need to go so slow?). But because she was the client, and I was just starting out … [Read more...]

The Best Leaders Are Great Teachers

Kundapur Vaman Kamath was a teacher. But he didn’t work at a school or stand in front of a class. Instead, he delivered his lessons at the office—to the employees who served under him during his four decades as a senior executive at, and then CEO of, India’s ICICI Bank. Whether he was offering tips on stakeholder communication or explaining the importance of ambitious goals, Kamath treated each … [Read more...]