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Customer Satisfaction Requires More than Satisfactory Service

A traveler attempting to book a ticket by phone became frustrated after choosing from a menu of endless options then waiting on hold for twenty minutes before eventually being transferred twice, with the second time to a dial tone! When she called back, the first live person she connected with got a

Dealing with Difficult People

If you're faced with some, let's call them "challenging" personality types at work, here's some news you can really use: Once you identify a person's main behavioral style-Controller, Analyzer, Supporter, or Promoter-you'll unlock the secret strategy that will win him or her over....

"B.S." Stands for Business-Speak

A few years back, a scientist named Alan Sokal decided to conduct a little experiment--well, a prank, really.

Are You the "Boss from Hell?"

What do your people really think of you? If you're guilty of more than a few of the sins outlined in Bruce Katcher's new book Reasons Employers Hate Their Managers , the answer may not be pretty. The good news is that there is a lot that...

Bridging the Gender Pay Gap

Sure, all men are created equal. But women? When it comes to salaries, not so much. Although the latter decades of the 20th century brough substantial progress for women's rights, when it comes to pay equity, the numbers still don't add up. The...

Building a Positive Political Relationship with Your Boss

It’s a simple, real-world fact, but it’s one that most people still do not "get": The majority of people who lose their jobs do so not because they made some costly mistake, but because they didn’t understand workplace politics.

Business According to Chuck: The Leadership of Charles Schwab

Charles Schwab is one of the most iconoclastic figures in modern business, having pioneered the strategy of making investment opportunities accessible and affordable for the general public. Here, in an excerpt from Hope: How Triumphant Leaders Create the Future, Schwab talks about what drives him, h

Climb (or Blow Up) Every Mountain: Five Steps to Overcoming Obstacles

Everyone faces personal and professional obstacles throughout life. These may be financial, physical or emotional, or based on gender, class or race. But you can become your own biggest obstacle when you allow fear and self-doubt to stand in the way of your success.

Coaching 101

An effective manager needs to know how and when to use the tool of coaching. When used appropriately in the right situation, coaching is a surefire way of developing and managing the people who report to you. Here's a playbook for knowing when the situation calls for coaching....

How Lack of Credibility Can Ruin Your Career

If you’re having trouble getting people to support you and buy into your ideas—or if you feel that your career has stalled—it may be because people just don’t trust you. How many of these “credibility busters” are you guilty of?