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    Customer Service for Customer Service Consultants
    Many customer service consultants do not give good customer service themselves to the corporations who hire them for advice and training. This is rather interesting, as it shows a total disregard for the customer, while purporting to be an expert on customer service.Too many people who are semi retired will go into the customer service consulting industry and set up a web site and pretend to be someone of extreme importance and knowledge in the field. They will write articles in trade journals and over-embellish their résumés on their web sites.The fact is that there are hundreds and hundreds of pretenders out there; who would have you believe they are customer service specialist. Yet, even when you try to contact them by e-mail they will not e-mail you back; instead they want you to buy something on their web site.<
    t likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I resp
    Creative Uses of Common Office Supplies for the Bored Employee
    Life in a cubicle can be boring at times. To liven the day up a little, here are a few ways to unwind and have a little fun with those everyday office supplies in your desk drawer. Yes, it's a little insane, but a little creativity never hurt anyone, and it's fun to boot.Wrapping PaperIs there a spur-of-the-moment party and you need to wrap a gift? Then, those big presentation paper pads in the conference room, a pack of colorful highlighter markers and a Sharpie marker are the perfect combination of supplies for making wrapping paper. A good, easy design is flower vines. Just draw one long line all over the page, put a few leaves here and there along it, and add a bunch of simple flowers. Go find some tape, and wrap your gift. Simple and easy.Homemade Greeting CardsFirst, get some paper out of the copy machine, letter
    “The only thing we have to fear is fear itself.”
    This famous quote from Franklin Roosevelt speaks as clearly to leaders today as it did in the 1940s. In their book, Play to Win, Larry and Hersch Wilson present psychologist Maxie Maultsby’s concept of the Four Fatal Fears. Maultsby believes these fears impede our ability to interact effectively with others and take relevant action. These fears can not only immobilize us, but also immobilize an entire organization when a leader is stuck in their grip. Let’s take a look at the impact of these Four Fatal Fears on a leader’s ability to create a dynamic organization that responds quickly and effectively to change, creates new and innovative solutions, and works toward a common vision.

    I fear failure; therefore, I need to succeed.
    When leaders operate from a fear of failure, they are often reluctant to act. They may procrastinate in making decisions and miss opportunities. It impedes their sense of adventure and playfulness, as well as their ability to take the risks necessary for innovation and growth. A fear of failure can manifest itself as a need to have every piece of available information before making a decision. Leaders who fear failure can become imaginatively stuck and in the constant mode of finding answers, rather than reframing questions. Their thinking can become polarized into black-and-white or all-or-nothing approaches that limit creativity and risk-taking.



    I fear being wrong; therefore, I must be right.
    For leaders, the fear of being wrong can make it extremely difficult to tolerate members of their management team who challenge their ideas or conclusions. Over time, dissenting voices become quiet and the management team becomes nothing more than a rubber stamp for the leader’s thinking. The creativity and imagination of the team is lost to the leader and the business. Ultimately, leaders’ fear of being wrong leads to an increased likelihood that they will be wrong. Leaders who need to be right tend to dominate discussions and attempt to control the thinking of others, rather than see others as resources who can expand their understanding of issues and opportunities.

    I fear rejection; therefore, I need to be accepted.
    Fear of rejection makes it difficult for leaders to take a stand and define themselves in situations where relationships feel endangered. Leaders who fear rejection seldom confront the poor performance of subordinates or challenge the thinking of others in a way that promotes lively discussion and debate. These leaders tend to rely exclusively on a consensus decision-making style because they believe it is more important to be liked than respected. Fearing rejection, leaders often try to present themselves in a way that is palatable to everyone, except them. This leads to stress, burnout and lack of confidence. More introverted leaders deal with the fear of rejection by pulling away from relationships and cutting themselves off from the very people with whom they desire connection.

    I fear being emotionally uncomfortable; therefore, I need to be comfortable.
    When leaders need emotional comfort, they lack the capacity to remain present and engaged when faced with resistance or anger from others. They tend to avoid emotionally charged discussions, and therefore, miss the opportunity for mutual learning and growth. The need to avoid emotional discomfort can make the intrinsic loneliness of leadership unbearable. Leaders who attempt to maintain constant emotional comfort become cut off from their own emotions and unable to respond appropriately to the emotions of others. It is almost impossible for leaders to make difficult decisions when they are paralyzed by the fear of others’ emotional responses.

    Summary
    When leaders act out of fear, their actions and decisions are guarded and restrictive. These leaders tend to focus on controlling others, rather than managing themselves. The leaders’ fears and anxieties are transmitted to their organizations, which creates dependency, indecisiveness and lack of personal responsibility. These shared fears can replace the firm’s shared values and lead to ethical lapses, poor and untimely decisions, ineffective communication and dysfunctional relationships. To face and manage these fears, leaders must remain honest with themselves regarding their most prevalent fear and the conditions that are most likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I respo

    Why Hasn't Customer Service Improved Despite the Profusion of Databases and Technology?
    Let's not get confused here.Databases and technology are tools that we can use in our businesses. There has been a lot of emphasis on Customer Relationship Management recently which is very much about using this technology. But what has this got to do with customer service? Absolutely nothing. Not unless the people running that business are motivated and passionate enough to use that information in the right way.I see fabulous examples of customer service from all over the world. And the amazing thing is that, in most cases, it comes from businesses that have no technology. Little shops and restaurants, taxi drivers, libraries, one person businesses. They have found a way to dazzle and delight their customers that has nothing whatsoever to do with technology. And yet the larger businesses put so much emphasis on technology. "Let's p
    elf as a need to have every piece of available information before making a decision. Leaders who fear failure can become imaginatively stuck and in the constant mode of finding answers, rather than reframing questions. Their thinking can become polarized into black-and-white or all-or-nothing approaches that limit creativity and risk-taking.



    I fear being wrong; therefore, I must be right.
    For leaders, the fear of being wrong can make it extremely difficult to tolerate members of their management team who challenge their ideas or conclusions. Over time, dissenting voices become quiet and the management team becomes nothing more than a rubber stamp for the leader’s thinking. The creativity and imagination of the team is lost to the leader and the business. Ultimately, leaders’ fear of being wrong leads to an increased likelihood that they will be wrong. Leaders who need to be right tend to dominate discussions and attempt to control the thinking of others, rather than see others as resources who can expand their understanding of issues and opportunities.

    I fear rejection; therefore, I need to be accepted.
    Fear of rejection makes it difficult for leaders to take a stand and define themselves in situations where relationships feel endangered. Leaders who fear rejection seldom confront the poor performance of subordinates or challenge the thinking of others in a way that promotes lively discussion and debate. These leaders tend to rely exclusively on a consensus decision-making style because they believe it is more important to be liked than respected. Fearing rejection, leaders often try to present themselves in a way that is palatable to everyone, except them. This leads to stress, burnout and lack of confidence. More introverted leaders deal with the fear of rejection by pulling away from relationships and cutting themselves off from the very people with whom they desire connection.

    I fear being emotionally uncomfortable; therefore, I need to be comfortable.
    When leaders need emotional comfort, they lack the capacity to remain present and engaged when faced with resistance or anger from others. They tend to avoid emotionally charged discussions, and therefore, miss the opportunity for mutual learning and growth. The need to avoid emotional discomfort can make the intrinsic loneliness of leadership unbearable. Leaders who attempt to maintain constant emotional comfort become cut off from their own emotions and unable to respond appropriately to the emotions of others. It is almost impossible for leaders to make difficult decisions when they are paralyzed by the fear of others’ emotional responses.

    Summary
    When leaders act out of fear, their actions and decisions are guarded and restrictive. These leaders tend to focus on controlling others, rather than managing themselves. The leaders’ fears and anxieties are transmitted to their organizations, which creates dependency, indecisiveness and lack of personal responsibility. These shared fears can replace the firm’s shared values and lead to ethical lapses, poor and untimely decisions, ineffective communication and dysfunctional relationships. To face and manage these fears, leaders must remain honest with themselves regarding their most prevalent fear and the conditions that are most likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I resp

    The Business Dream
    Sometimes, it's just great to be in business! I step back for a moment, the floor is swept clean, a cool breeze runs through the studio, the finishing touches have been made on a big project which is ready to deliver and the bills have been paid for the month!It's a rare occasion, but there really are times when all the hectic hustle and bustle of commerce and deadlines fade away and you're able to find the calm, like a mountain stream, carrying all your cares away. And it's good! Good to be in control of your destiny! Good to be earning your way, doing what you set out to do, building a team of folks you can depend on.Back when I was truck driving as a way to pay the bills, I often had occasion to overhear different business people complaining about the stress of running a business and I just plain didn't believe a word they said! I
    therefore, I need to be accepted.
    Fear of rejection makes it difficult for leaders to take a stand and define themselves in situations where relationships feel endangered. Leaders who fear rejection seldom confront the poor performance of subordinates or challenge the thinking of others in a way that promotes lively discussion and debate. These leaders tend to rely exclusively on a consensus decision-making style because they believe it is more important to be liked than respected. Fearing rejection, leaders often try to present themselves in a way that is palatable to everyone, except them. This leads to stress, burnout and lack of confidence. More introverted leaders deal with the fear of rejection by pulling away from relationships and cutting themselves off from the very people with whom they desire connection.

    I fear being emotionally uncomfortable; therefore, I need to be comfortable.
    When leaders need emotional comfort, they lack the capacity to remain present and engaged when faced with resistance or anger from others. They tend to avoid emotionally charged discussions, and therefore, miss the opportunity for mutual learning and growth. The need to avoid emotional discomfort can make the intrinsic loneliness of leadership unbearable. Leaders who attempt to maintain constant emotional comfort become cut off from their own emotions and unable to respond appropriately to the emotions of others. It is almost impossible for leaders to make difficult decisions when they are paralyzed by the fear of others’ emotional responses.

    Summary
    When leaders act out of fear, their actions and decisions are guarded and restrictive. These leaders tend to focus on controlling others, rather than managing themselves. The leaders’ fears and anxieties are transmitted to their organizations, which creates dependency, indecisiveness and lack of personal responsibility. These shared fears can replace the firm’s shared values and lead to ethical lapses, poor and untimely decisions, ineffective communication and dysfunctional relationships. To face and manage these fears, leaders must remain honest with themselves regarding their most prevalent fear and the conditions that are most likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I resp
    Change Challenge and Innovation: Implementing Change
    There are different reactions that individuals experience during time of change. Understanding the emotions of an individual may better help them get through the period of unexpected change. A possible reaction is anger towards person(s) responsible for or involved in the change. One may return to old habits, the familiar comfortable way of doing things, avoiding reality and denying the change. Thinking becomes rigid and new ideas, methods, structures, etc., are perceived as threatening so one withdraws from the situation.Everyone needs feedback on a regular basis and one must incorporate feedback systems and checkpoints into your planned changes. Continued feedback and information regarding the change is a key requirement for successful transitions. Feedback mechanisms also provide data on areas that require additional attention or action.
    d therefore, miss the opportunity for mutual learning and growth. The need to avoid emotional discomfort can make the intrinsic loneliness of leadership unbearable. Leaders who attempt to maintain constant emotional comfort become cut off from their own emotions and unable to respond appropriately to the emotions of others. It is almost impossible for leaders to make difficult decisions when they are paralyzed by the fear of others’ emotional responses.

    Summary
    When leaders act out of fear, their actions and decisions are guarded and restrictive. These leaders tend to focus on controlling others, rather than managing themselves. The leaders’ fears and anxieties are transmitted to their organizations, which creates dependency, indecisiveness and lack of personal responsibility. These shared fears can replace the firm’s shared values and lead to ethical lapses, poor and untimely decisions, ineffective communication and dysfunctional relationships. To face and manage these fears, leaders must remain honest with themselves regarding their most prevalent fear and the conditions that are most likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I resp
    Your Options For Teaching Courses
    Those college and university students who want to pursue careers as teachers will be required to concentrate on teaching courses. While the specific teaching courses they take may differ from college to college, all of the teaching courses will fit into a few broader categories.Elementary and Secondary Teaching Courses If you are interested in becoming an elementary school teacher you will have to either major or minor in education with a preponderance of teaching courses to get your bachelor’s Degree. If you get a bachelor’s Degree in some other field, you can still qualify for a teaching career by getting taking several post-graduate level teaching courses and getting your a Master’s Degree in Education.If you intend to teach on the secondary level, you will have to narrow your focus and get a Bachelor’s Degree in the
    t likely to provoke that fear.

    Awareness is the first step to self-management, so here are some exercises to help you determine how fear has an impact on your leadership. Choose the exercise that you feel is most beneficial and revealing. Then, try it for a week and see how it adds clarity to your actions.

    I fear failure; therefore, I must succeed.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What did I not attempt today because I was afraid I would fail?
    • How did I rationalize not trying?
    • What was the worst outcome that could have come out of my trying?
    • What did not move forward because I did not try?
    • What did I learn about myself and my leadership from this experience?


    I fear being wrong; therefore, I need to be right.
    For the next week, stop twice each day — once at midday and once at end of day — and ask your self the following questions:
    • In what situation did I feel the need to be right or to avoid being wrong?
    • How did I respond?
    • How did other people respond to me?
    • How could I have responded that would have been more useful?
    • What did I learn about myself and my leadership from this experience?


    I fear rejection; therefore, I need to be accepted.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • In what situation did I feel rejected today?
    • How did I respond?
    • How could I have responded more effectively to stay connected?
    • What situation did I avoid today because I was afraid of rejection?
    • What was the result of my avoidance?
    • How could I have engaged that person?
    • What did I learn about myself and my leadership from this experience?


    I fear being emotionally uncomfortable; therefore, I need to be comfortable.
    For the next week, stop twice each day — once at midday and once at end of day — and ask yourself the following questions:
    • What made me emotionally uncomfortable today?
    • Why was I uncomfortable?
    • What did I do to avoid or eliminate the discomfort?
    • What did not get resolved because I avoided discomfort?
    • What did I learn about myself and my leadership from this experience?

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