I am not a product of my circumstances. I am a product of my decisions.
The key is not to prioritize what's on your schedule, but to schedule your priorities.
Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.
People and their managers are working so hard to be sure things are done right, that they have hardly have time to decide if they are doing the right things.
Results matter! They matter to your credibility.
In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.
Only 20 percent of employees working in large organizations surveyed feel their strengths are in play every day. Thus, eight our of ten employees surveyed feel somewhat miscast in their role.
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