Category Archives: Human Resources

Business Decisions are Rooted in Values

Posted on March 30, 2013 by

You may not agree with the Fortune editors’ selections on The Greatest Business Decisions of All Time (Title of their 2012 book ) but you will certainly find the proverbial food for thought.  What struck me, as I read the stories, … Continue reading →

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Performance Appraisal: Same Old Mistakes – No Development, No Honesty.

Posted on March 11, 2013 by

Sad, but True Story There was once a bright graduate from Syracuse University who managed to find a 4 month internship in the down economy.  The internship in her field gave her base experience and introduced her to the level … Continue reading →

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Announcing The Moment of Goof — in print

Posted on August 21, 2012 by

The Moment of Goof – Customer Service in the Digital Age has arrived in print!  Improving customer service is on everyone’s mind.  AND, my little book will help readers jump start conversations on creating stellar customer service experiences in the … Continue reading →

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On Losing Empathy

Posted on July 19, 2012 by

As the medical field has expanded, so has the awareness that professional stoicism is a mistaken virtue.  Patients often complain that doctors and nurses lack empathy and treat the disease, but not the patient.  The reality is that  doctors and … Continue reading →

Posted in Customer Service, Employee Performance, Human Resources | Tagged , , , , | 2 Comments