Service Commitment

The Importance Of Building An Organization-Wide Service Commitment 

Business culture has many nicknames and euphemisms for a change initiative that isn't well-supported, or doesn't address the core problem. Flavor of the Day. This too shall pass. Band-aid. I'll outlive (insert name of executive or project) anyway. Spray and pray. You could probably think of more phrases—many learned through personal experience within your current or past organizations.

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The Boss’ Decision

Reality Check: I was asked to help an management team overcome some conflicts and difficulties they were having. Some “people issues” is how they described it.  I went in, met the team, we talked about what I was doing, and then I interviewed the boss.  I said, “From your point of view what’s the problem with the team?”

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Sharing Difficult Financial News

Reality Check: I have some very tough news to deliver and would appreciate your help. My colleagues and I have to tell some good performers in our company that pay increases are only going to a select few of the highest performers. I know they'll feel the compliment is disingenuous and will wonder why they weren't one of the few who got the increase. Any advice?

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When It's Time to Let People Go

Reality Check: I recently came on as General Manager and found the company to be in worse shape than I was previously told. After studying the leadership structure, meeting with managers, employees and customers, and reviewing numerous surveys, I think I need to dismiss the current Sales Manager. While I know he needs to be dismissed, I want to be sensitive to his family. How do I sensitively dismiss him while protecting the future of the company? Sensitivity and perception are important around here. Help!

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