Welcome to Lisa's blog!

As a follow up to last week’s issue, read about how to address and overcome blind spots that you may have with employees, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to recognize blind spots in your company, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to proactively manage group dynamics in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to leave a positive, lasting impression with your clients, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

The world of managed care has produced some unbelievably bad customer experiences. Recently, I had an appointment for a test at a radiologist’s office. I had been waiting (forever) for my appointment, when the receptionist called out my name, and announced that I needed to use the restroom (in less “delicate” language, I might add…..).

There were about a dozen people in the waiting room, and now all of them knew just a little too much about me.

Customer service isn’t something to take for granted. When this receptionist publicly made this remark, not only did she breach my privacy, she also embarassed everyone else. I don’t care if this practice needs volume because they accept insurance. It’s no reason to dehumanize the patients.

Take the time to train your front line people. They are the first face of your business to the public, and should reflect an appropriate professional image.

Read about how to be successful in areas of your professional life that may need some improvement, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to adjust your management techniques to properly handle top performers in your company, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to monitor your behavior as a leader, especially when in front of others, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

I finished an executive coaching engagement with a client today. He is new in his position, and our work focused on the transition into his new leadership role, in particular his managerial effectiveness.

As we wrapped up today, I asked him if there was anything more he wanted to discuss. He responded that all he wanted was leadership support, open communication and feedback from his senior leaders.

Given the workload and demands placed on everyone today, we expect our new leaders to “get it quickly” and step into their roles with the managerial savvy that comes with seasoning. Experienced leaders sometimes need a not-so-gentle reminder of the importance of mentoring new leaders.

I flew back to New York tonight, and a woman sitting in front of me chewed out three different flight attendants because there wasn’t room for her carryon suitcase. All of the overhead storage was filled and she still hadn’t stowed her bag.

The purser finally came over and swiftly and efficiently told the passenger that her choices were to check the bag or to leave the plane. No rudeness, no condescension, no attitude – simply cool and effective delivery.

Of course, the passenger checked the bag.

I wondered if she was going to act out for the rest of the flight, yet I didn’t hear a peep from her the entire way across the country. What happened?

Well, the purser really did her job well. Even though the passenger had been seriously rude to the other flight attendants, the purser didn’t let that affect how she communicated. She delivered her message with emotional intelligence. She was respectful to the passenger, yet crystal clear that she would not tolerate any nonsense.

Communicating with emotional intelligence makes life easier for everyone in the workplace. If you’d like to see how you score, email me and I’ll send you a link to take a complimentary assessment to measure your emotional intelligence (through April 30th).