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…