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…
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…
I was part of a special program last year. Through it, I had the chance to get to know some of my colleagues on a much deeper and more personal level. I had admiration and respect for them when we embarked on our journey, but that was only from our interactions in the office. Through…
One of my greatest life lessons was when I was the stroke of the Women’s Heavy Weight Varsity Eight at Eastern Sprints. We weren’t winning, we weren’t losing. We were somewhere in the middle. It was our second heat of the day. Two boats had just walked through us (basically we had been passed by…