Blog

RiverThe flow is the mental state you’re in when you’re fully immersed in an activity that consumes your entire focus, energizes your attention, and produces a deep level of satisfaction and joy through the process. In the groovein the zonewiredin the momenton fire…and my personal favorite, beast mode, are...

Customer service team working in headsets, smiling.As a Situational Leadership II (SLII) instructor, I teach hundreds of leaders each year how to adapt their leadership style to the needs of their direct reports. Beginners on a new task get a Directing Style; moderately skilled employees get a Coaching or Supporting Style; and highly skilled employees get a Delegating Style. The SLII leadership...

Tech devices at meetingHave you ever been at a meeting and noticed that more people were on their cell phones, laptops, or tablets than were paying attention? Sometimes it’s hard to tell. People are getting good at holding their devices just below table top, so all you see is the top of their heads. But this isn’t a good situation.

Meetings can and should be a medium to...

Note With Happy FaceIn our new book, Legendary Service: The Key is to Care, Ken Blanchard, Vicki Halsey and I use a parable format to teach some very important—and often surprising—elements of creating a customer focused culture within a company.  Even though we use a fictional story to get the point across, all of the examples and lessons come from real life expe...

WheelsMy discussions with managers about employee motivation often center on getting employees to be more motivated for their work.  Managers then describe the reasons they need employees to be “more motivated.”   Usually it is to achieve the important goals (or tasks) for which they are responsible.

But discussing motivation in terms of how much someone...