Tammy Lenski’s writing a series on dialogue jump-starts as guest blogger at Notes on Design. Jump-start #3 is called Go to the Movies. In this post, she offers a fantastic analogy for stepping back and understanding (or at least trying to understand) another person’s perspective.
She presents some clear ideas for getting into someone’s movie:
Listening carefully, [...]

A week or so ago, Jamie Notter pointed to a recent interview with Stephen M.R. Covey in Associations Now magazine. This Stephen Covey is the son of the other Stephen Covey and even though his language and approach is similar, he’s clearly forging his own path. His most recent book is focused on Trust and [...]

For anyone in the process of building or re-engaging a workteam, setting expectations and the right tone for what’s acceptable behavior is vital for healthy cohesion. Rather than establishing ground rules, Tammy Lenski suggests creating group norms.
Group norms are co-created, with time for consideration (instead of an exercise to be gotten through) and updated as [...]

There’s some spirited debate brewing within my company around the idea of transparency and its benefits to customer service. Is it best to let the customer be ‘blissfully unaware’ of the company’s processes (essentially how it works)? Or is it better to allow them into the kitchen to see how everything [...]

I experienced a moment of lucid learning today that’s well worth sharing. Hopefully, this will resonate with you, particularly if you work directly with customers and clients in a relationship-building capacity.
I have a client who is delightful in most ways, but is rarely specific in their requests. They sort of know what they want to [...]