The most potent word

An element that is critical in all relationships, whether it’s personal or professional, is trust. Trust takes time to develop, yet quickly and in an instant destroyed. The time to build versus destroy is disproportionate.  In organizations, there is...

Checking the box

If we call an online feature a ‘chat,’ that would suggest you can engage in a discussion. If the company uses a bot to share information already on your site, instead call it FAQ or a small window for helpful information. Customer service suggests it is...

Lion and sheep

In taking responsibility, organizations will claim and own their actions. Some organizations make the necessary adjustments to delineate roles and responsibilities within their structure. However, while important and even needed, it does not ever guarantee given...

Jumping on the bandwagon

Today, the largest and most fantastic global event begins, and for over a month, billions of people will have their attention drawn to the Men’s World Cup of football in Qatar. However, while many will be following the spectacle of the 36 competing teams dueling...

Forgive

Being human accept, we will make mistakes. We all do, every day. Some are major, and it feels as if half the world is aware of our mess up, and then others go unnoticed. Yet, today you did make blunders. When it impacts others, we want to and ought to accept our...