A genuine desire to serve can't be reduced to a formula. However, far too many organizations have taught their customer service folks that "Have a nice day" is a requirement. 
     Avoid being duplicitous with people you influence! Read "The Duplicity of 'Have a Nice Day'." Then do a self assessment (and hopefully celebrate!).
     Dennis

     I'm a strong advocate of reliable, repeatable processes. However, someone comes to you wanting to make an exception.

     The current situation, the person claims, just doesn't fit with being handled the same way. The person presents a strong argument for an exception to the process.

     Should you do it? Hmm. Let's think about that question in "The Upside and Downside of Exceptions."

     Dennis

     It can be oh, so frustrating to work and climb and learn, studying to acquire appropriate leadership skills. Then, when you make it to "the top," you learn that a whole new set of skills is required to lead such a large organization.

     Marshall Goldsmith has captured this phenomenon extremely well in his 2007 book entitled What Got You Here Won't Get You There. To get a glimpse of the concept and further opportunity to grow, enjoy reading "Choosing to Change."

     Dennis

     "Change." It's always happening, isn't it?
     "Changelessness." It's not as high-profile in its presence, but it's probably with us all the time, too.
     "Choices." Yep, we've got decisions to make all the time, too.
     We think about "change" and "choices" all the time, because if we ignore them, we suffer (sometimes) negative consequences. We don't think about "changelessness" all that much, probably because its very nature causes no unpredictability.
     Pause and reflect on these "Three Constants in the Life of a Leader."
     Dennis

     We human beings are quite unusual. As a whole, you can generalize about what will please or displease people. We tend to move toward reward and away from punishment. However, on general characteristic of humans is that each of us can be quite unique.
     So, to prevent being caught with some big embarrassment (or worse), it's always a good practice to ask the person what would most please him or her.
     Learn more by reading "Apply General HR Models Individually."
     Dennis

     If you've clearly articulated your organization's values, you've probably seen some enhancement to the effectiveness of your culture. Want more?
     Utilize your existing employees to generate a learning experience for new individuals who join your team. Learn more by reading "'Behavioralizing' Your Organizational Values"--Part 2.
     If you give this process a try, I hope you will contact me and share with me your experiences. My hope (and expectation) is that you will be hugely delighted!
     Dennis

     Every new person who joins an organization wants to "fit in." Learning what's okay and what's not okay is often not easy.
     Does your organization understand its own values? Are they articulated anywhere? And do the articulated values truly reflect what an independent observer would detect?
     The answers to these questions are worth knowing! Take a look at "'Behavioralizing' Your Organizational Values--Part 1."

     Dennis

     We all know how damaging major conflicts can be, severely damaging relationships. Would you like to know how to prevent major conflicts.
     Take a look at "Keeping Disagreements from Escalating into Conflict." Some recent research identifies some productive guidelines for keeping your focus on what's really important!
     Dennis

     If you are in any kind of leadership position, you are a role model. You don't have any choice. People are watching you all the time, observing your every behavior!
     You become more than a role model once you start explaining to others why and how you do what you do. You can consciously do more of that than you've done in the past.
     That awareness is what led me to write "You're a Role Model--Choose to Be a Mentor, Too."
     In my opinion, too few leaders consciously go out of their way to encourage future leaders, individuals who could positively influence the organization's culture into the future. Perhaps this article will inspire you to take a more active role in the growth of people you influence!
     Dennis

     In our world, there are basically two ways to learn something:
--personal, unaided discovery
--instruction
     The first approach can provide huge insights but consumes a lot of time, can result in many failed attemptes, and can miss a lot of potentially beneficial informational topics.
     The second approach gives us access to a lot more topics, but is often less effective, especially if you happen to give the instructor something less than your best attention.
     An article falls into the "instructor" category. An article is no more valuable than the focused attention you give it. For more guidance on how to capture the benefits of an article, please read "How to Benefit from Reading an Article."
     Dennis