The approach you take to a change initiative such as the deployment of enterprise software tells a story to those affected. Consider what each of these comments reveals: “If we didn’t do it quick enough, the person in charge of the project would send email to their boss, bosses’ boss, up to the CEO… ‘Are [...] Read more »
Interviewing as listening
Listening is the root of collaboration, root-cause analysis, and effective teamwork. It is also the single greatest source of establishing unity from top to bottom and bottom to top. – David Shaner, The Seven Arts of Change Illustration: Igor Kopelnitsky If, as I suggested in my previous post, interviewing is a method of performing emotional due diligence, how can you [...] Read more »
To err is human: apologizing brings the human side back into business
Apology is not just a social nicety. It is an important ritual, a way of showing respect and empathy for the wronged person. It is also a way of acknowledging an act that, if otherwise left unnoticed, might compromise the relationship. Apology has the ability to disarm others of their anger and to prevent further [...] Read more »
Designing for a holistic customer experience – thinking outside the product
Economies right now are fundamentally becoming less about physical objects and more about creating ideas and experiences… We now have a new challenge: we have to meet a new emphasis on improving experiences instead of objects, and we need to improve the flow of interactions between customers and service providers. – Daniel Pink, Business Thinking [...] Read more »