Recent Posts


  • Lufthansa CEO Dr. Christoph Franz Apologizes for Strike

    Lufthansa CEO Christoph Franz offered an apology to customers affected by a strike called by the airline's pilots. “You’re Lufthansa customers – you rely on the excellent, safe, customer-oriented service of Lufthansa every day, 365 days a year. The next three days unfortunately, Lufthansa will not be able to provide you the service you are used to because our pilots will be on strike,” said Mr. Franz. Chase Gummer of The Wall Street Journal reported, “This is the first time that the CEO of a big German corporate has gone before the cameras himself,” said social media consultant Thomas Knüwer. “It’s certainly a sign that German industry is beginning to understand the Internet.” If you were a frustrated customer of Lufthansa, would the video help Lufthansa's relationship with you? If you were a manager, would you post an apology to customers? Is this the right way to communicate with customers? Explain.
  • Job Automation May Threaten Half of U.S. Workforce

    Bloomberg reports that mobile robots and ‘smart’ computers – that learn on the job – make it likely the occupations employing about half of today’s U.S. workers could be possible to automate in the next decade or two. (Research is from an Oxford University study that estimated the probability of computerization of more than 700 occupations.) Occupations Ranked According to their Probability of Automation 98% - Loan Officers 96% - Receptionists and Information Clerks 94% - Paralegals and Legal Assistants 92% - Retail Salespersons 91% - Medical Records Technicians 89% - Tami Drivers and Chauffeurs 84% - Security Guards 81% - Cooks, Fast Food; Medical Secretaries 77% - Bartenders 58% - Personal Financial Advisers 48% - Computer Programmers 20% - Epidemiologists 11% - Reporters and Correspondents 7.4% - Musicians and Singers 3.5% - Lawyers 0.4% - Elementary School Teachers 0.4% - Physicians and Surgeons; Dietitians Bottlenecks to Computers: Machines are unable to match humans in tasks that require social and creative skills and in jobs that require dexterity or getting into cramped spaces. Some examples of occupations that have low probabilities of automation in the near future: Manipulation – Oral surgeons 0.35%; Makeup artists 1%; Chiropractors 2.7%; Fire fighters 17% Creativity – Choreographers 0.4%; Curators 0.7%; Art directors 2.3% Social Perception – Mental health workers 0.3%; Clergy 0.8%; Nurses 0.9%; Coaches and scouts 1.3% The Oxford University study says that Chief Executives are not "computerizable." (See the Appendix .) Why do you think machines are unable to match Chief Executive tasks?
  • White Castle 2013 Cravers Hall of Fame

    In the video above, White Castle , the quick service hamburger chain headquartered in Columbus, Ohio, celebrates its most dedicated customers by inducting them into its Cravers Hall of Fame. Cravers receive special offers for their devotion to the brand. White Castle defines Cravers as follows. "It’s not just a person but a state of being. It’s going beyond, staying up and driving far. It’s road-tripping two hours just to reach the nearest sack of Sliders. And it’s coaching friends on what to order, how to eat it and then how best to stack the boxes. It’s something that’s embraced and then handed down from generation to generation." Managers know the value of life-time customers. What do you think of having a customer hall of fame? How does a customer hall of fame affect employee motivation? Should you be a Hall of Fame customer for a brand? What other businesses could use a Hall of Fame?
  • Leadership versus Management

    According to John P. Kotter, a prominent leadership theorist, today's managers must know how to lead as well as manage. Without leading as well as managing, organizations face the threat of extinction. Kotter draws the following distinction between management and leadership: Management is more formal and scientific than leadership. It relies on universal skills such as planning, budgeting, and controlling. Management is an explicit set of tools and techniques, based on reasoning and testing, than can be used in a variety of situations. Leadership, in contrast to management, involves having a vision of what the organization can become. Leadership requires eliciting cooperation and teamwork from a large network of people and keeping the key people in that network motivated, using every manner of persuasion. (See: John P. Kotter, A Force for Change: How Leadership Differs From Management , New York: The Free Press, 1990; Wayne K. Kuchner, book review of A Force For Change , Personnel Psychology, Autumn 1990, p. 655.) In the video above, John Baldoni , says, " Management is your day job; leadership is your career." What do you think?
  • Alex Gorsky on Leadership Challenges at Johnson & Johnson

    In his video, Alex Gorsky, chairman and CEO of Johnson & Johnson (J&J), talks about his management style. In the interview, he says, "I do believe that one of the best indicators of leadership is a leader’s track record in developing leaders. I will frequently focus on three areas when I’m interviewing or when I’m talking to people. One is certainly on performance because you always want to have leaders who are committed to high performance and … handling a wide range of different scenarios. Second, I always focus on what’s their track record of developing future leaders. One of my favorite questions is to ask people is, “If I asked you who had the biggest impact on your career and how they did that, who are those four people that you would name?” At a senior level, if they can’t name three or four fairly senior level people, then immediately I question their wherewithal in people development." One measure of a good manager is to determine how many of his or her employees have been promoted. Why is promotion of work team members a good measure of leadership?
  • The Worst CEOs of 2013

    Sydney Finkelstein, is the author of Why Smart Executives Fail: And What You Can Learn from Their Mistakes. In the book, he explains "the seven habits of spectacularly unsuccessful people" that drive smart managers to make catastrophic mistakes. The seven habits are listed below. They see their companies and themselves as dominating their environments They identify so completely with the Company that there is no clear boundary between their personal interests and their corporation’s interests. They think they have all the answers. They bully or get rid of anyone not 100% behind them. They are consummate company spokespersons obsessed with company image. They underestimate major obstacles They stubbornly rely on what worked for them in the past ""The best CEOs grow profits and market share," says Sydney Finkelstein , professor of management and associate dean for executive education at Dartmouth’s Tuck School of Business. The Worst CEOs of 2013 Ron Johnson, former CEO of J.C. Penney Thorsten Heins, former CEO of BlackBerry Eddie Lampert, CEO of Sears Eike Batista, founder of EBX Steve Ballmer of Microsoft, who announced in August he would leaving the company within the year How did the five CEOs mentioned in the video above make the list of Worst CEOs of 2013?
  • Video is Engaging

    Most of us like to watch video. We see it, we hear it, and it has movement. In other words, video content is engaging. It can be informative. You can record video on your smart phone and then upload it to YouTube, Facebook, and Twitter for free. What types of video could a manager use to engage employees?
  • Benchmarks of Online Higher Education

    The Learning House, Inc. Download the “ Online Learning at Public Universities: Building a New Path to a College Degree ” report, conducted in conjunction with AASCU member institutions. Download the “ Online Learning at Private Universities: A Survey of Chief Academic Officers ” report, conducted in conjunction with CIC member institutions. Surveys of Chief Academic Officers at the American Association of State Colleges and Universities (AASCU) and the Council of Independent Colleges (CIC) reveal how public and private institutions are navigating the world of online higher education. Notice that Business is the top undergraduate and graduate field of study. What is your school’s online education GPA? How important is this? Do employers look at this?
  • Non-verbal Tips for Your Next Presentation

    10 Powerful Body Language Tips for your next Presentation from soappresentations All managers make presentations. Body language is non-verbal communication. It has been said that , “We learn… 10 percent of what we read, 20 percent of what we hear, and 30 percent of what we see.” So, employees pick up more from non-verbal body language than they do from what the manager says. Yet, managers may be unaware of the non-verbal behavior that they use when speaking to others. Read the tips in the infographic above. How can a basic awareness of body language improve communications and interaction with others?
  • Wolf of Wall Street Trailer Named the Best of the Year

    Wolf of Wall Street Official Trailer Wolf of Wall Street Official Trailer #2 The Wolf of Wall Street won 2013's Grand Key Art Award for audio/visual as the best trailer of the year. This is the highest honor in the Hollywood Reporter's Key Art Awards. The film by Martin Scorsese's is based on the book by Jordan Belfort . The book is a memoir. His web site says the following about him. "In the 1990s, Jordan Belfort built one of the most dynamic and successful sales organizations in Wall Street history. During that time, he soared to the highest financial heights, earning over $50 million a year, a feat that coined him the name “The Wolf of Wall Street.” As the owner of Stratton Oakmont, Belfort employed over 1,000 stockbrokers and raised over $1.5 billion and started more than 30 million-dollar-companies from scratch. . . . Along the way, he succumbed to some of the traps of the high-flying Wall Street lifestyle, going through a spectacular—and well-publicized—fall from grace. Taking invaluable lessons from the mistakes he made and the prices he paid, he has re-emerged as a globally recognized potent force behind extraordinary business success." As a manager, what would you say if your company wanted to hire Jordan Belfort to train your employees or consult with your company on business strategies, sales training, ethics in business, or how to raise venture capital?
  • State of the American Workplace

    State of the American Workplace by Gallup from Elizabeth Lupfer The manager is a key person in the organization. Gallup's State of the American Workplace, states , "The single biggest decision you make in your job — bigger than all of the rest — is who you name manager. When you name the wrong person manager, nothing fixes that bad decision. Not compensation, not benefits — nothing." In other words, the leading factor influencing employee engagement is an employee’s relationship with his or her own direct manager . What do you think about this statement?
  • Handle Failure, Rejection, and Loss

    How do you treat day-to-day emotional injuries such as failure, rejection, and loss? In Emotional First Aid: Practical Strategies for Treating Failure, Rejection, Guilt And Other Everyday Psychological Injuries , Guy Winch explains that when we try to understand what went wrong, we end up over-personalizing the emotional injury and become too self-critical. But, we should practice self-kindness. "To win this internal debate," notes Winch,"we need talking points, arguments we can use to formulate a more balanced understanding of why the rejection occurred." Instead of negative self-talk when you're down, replace it with positive self-talk. One way to replace negative self-talk is to list any negative or self-critical thoughts. Then, list positive counterarguments for each self-critical thought. What else does Dr. Winch recommend to aid in recovery? Which one of these techniques will you use? Why do you think it will work?
  • What Successful People Do With the First Hour of their Work Day

    Fast Company asked Craig Newmark of Craigslist, David Karp of Tumblr, motivational speaker Tony Robbins, career writer (and Fast Company blogger ) Brian Tracy, and others, about the first items on their daily to-do list. Below are the first items on their daily to-do list. Don't check your email the first hour of every day. Gain awareness, be grateful. Do the big shoulder-sagging stuff first. "Brian Tracy's classic time-management book Eat That Frog gets its title from a Mark Twain saying that, if you eat a live frog first thing in the morning, you've got it behind you for the rest of the day, and nothing else looks so bad." Choose your frog. Ask yourself if you're doing what you want to do. "Customer Service" (or your own equivalent) What do you do with the first hour of your day? Does it increase productivity and reduce stress? If not, what will you start doing first on your daily to-do-list from the list above?
  • Super Service

    In this video, Jeff Gee, author of Super Service, discusses customer service. What is Wendy's story? What story does he tell about Target? Customer Service Training from mdubois2010 Above are exercises from the book, Super Service. A customer is defined as "anybody who isn't you! This is a critical key to a successful organization. This definition of a customer includes all the people inside and all the people outside of the company: External & Internal Customers. External Customers : The customers that we serve outside of the sphere of our company. Internal Customers : The people who server our External Customers- the employees and and others that work within our company." Why should the manager care about internal customer service? Which employees should receive customer service training?
  • Top Performing CEOs

    What do the world's top performing CEOs have in common? What can you do to become a top performing CEO?
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