A self-assessment tool to consider what you know about yourself and what people do or don’t know about you is the Jahori Window. It was created in 1955 by psychologists Joseph Luft and Harry Ingham. They created it to visually represent what people see or don’t see of you. The model can be used for…
I came across a statement in Jeff Sheehan’s Customer Experience Management: Field Manual the other day that has infected me like an earworm (one of those songs that will not get out of your head?). He wrote, “… The value statement defines what the organization believes in and how people are expected to behave with…
Do you want to create a more inclusive organization but don’t know where to start? Following is a list of ten steps that will move your organization towards being more diverse, inclusive, and equitable. You don’t need to take them in order, some you may already have done. This list was adapted from Katz, J.H…
Customer experience and employee experience are different sides of the same coin. Both involve experience, the way someone feels when purchasing a good or how an employee feels about their company. Understanding the “experience” someone is having is crucial to the success of a company. If a customer has a great experience, she will not…
After two years of working full time, taking two classes a term, waking up at 4:30 AM, I’m thrilled to share that I graduated from Penn State with a Masters’s in Organization Development and Change. It’s been quite a ride, and I wouldn’t have been able to have achieved it without the support of my…
Recently I watched this video on a lecture given by Marc Brackett, Director, Yale Center for Emotional Intelligence. Although the subject is interesting, what struck me more is the way that Brackett engaged his audience. He knew how to generate laughter and create silence. Since viewing the video, I’ve found myself comparing other presenters to…
When I went back to school two years ago, I went back with the intention of learning more about how to change the culture of an organization. I didn’t give any thought to my grades, I only wanted to learn so that one day, I could help to make the workplace a better place, for…
We’ve all wondered, “what is a good manager”? Is a manager also a leader, or are they different? Do some people make great leaders and others great managers? Is there overlap? Should there be? What are the traits that set them apart? Are there great managers the higher you go on the corporate ladder, or…
Based on your experiences and the topics discussed throughout this lesson, what skills and competencies do team facilitators need to enhance when working with virtual team environments? Define the competency required and explain. When we went remote in March 2020, I had to figure out how to keep my part-time student employees who are project-driven…
You see, if the conditions are wrong, we are forced to expend our own time and energy to protect ourselves from each other, and that inherently weakens the organization. When we feel safe inside the organization, we will naturally combine our talents and our strengths and work tirelessly to face the dangers outside and seize…