Category Archives: Communication

Empathy for Logical Leaders

Empathy for Logical Leaders
You’ve probably heard all of the hype in the last few years about emotional intelligence and how important it is for leaders to be effective. But if you are a more logical or non-emotional personality, you may be wondering if it’s possible, or even desirable, to become more emotional in your leadership. If you’re one…
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Effortful Understanding

Effortful Understanding
Sometimes I still get smacked in the face by how hard it is for us to understand each other. I recently argued with my wife for half an hour before realizing that I had completely misunderstood what she was saying. Even after 25 years together, getting to a point of understanding can still be a…
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Show Your Team That You’re Listening

Show Your Team That You’re Listening
Listening is the #1 leadership skill. Next to self-awareness, I have written more about listening than any other topic. Listening can break down walls of resistance, lower the temperature of conflict, build trust, reveal dangerous blind spots, and create a culture of sharing information. If the leader is not listening, it’s unlikely that anyone else…
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How to Respond to Bad News

How to Respond to Bad News
In the last thirty years, instant information has completely altered how wars are fought. GPS tells soldiers exactly where they are. Satellite imagery and drone video show exactly where the enemy is. Internet tracking reveals where the planners are hiding and how they get their money. Artificial intelligence pieces together millions of clues to predict…
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Leading Through Others

Leading Through Others
You’re a leader, so you care about everything that is going on in your organization. Inevitably, you’re going to see or hear about something a few layers down that you don’t like. In fact, you really want it done differently. How can you exercise your leadership through others to get that thing done?[spacer] How Most…
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Customer Service at Every Level

Customer Service at Every Level
Both of our air conditioning units had died, and I was dreading the process of replacing them. I put off the work all winter long because I was anticipating a hassle. Instead, I was amazed at the courtesy, respect, and professionalism I experienced. What struck me most was how consistent the service was from everyone…
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