American - Writer | 1965 -
Empty values statements create cynical and dispirited employees, alienate customers, and undermine managerial credibility.
Patrick Lencioni
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Smart people tend to know what is happening in a group situation and how to deal with others in the most effective way. They ask good questions, listen to what others are saying, and stay engaged in conversations intently.
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I have many times marveled at how I could feel so good about myself while eating peanuts in a middle seat on Southwest Airlines and yet feel so condescended to in first class on United.
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I've spent many a long flight talking to flight attendants, trying to understand what kind of employment experience underlies such a consistent lack of concern for customers.
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The sad fact is that it would be fair to say that United is a generic, bureaucratic, tired company. A sort of DMV in the sky. No real culture. No real strategy. No real expectations for employees or customers. All of which is a shame.
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If you really want to step up your team's creative thinking, take a hard look at how many people you're putting in a room together. More than three to five is probably too many.
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Smaller groups of people can establish trusting relationships.
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Employees who can't trust their leader to be vulnerable are not going to be vulnerable and build trust with one another.
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The fact is, employees cannot make breakthroughs if they can't openly and honestly disagree with their peers and their leader. Indeed, great leaders don't just permit conflict; they actively try to elicit it from reluctant employees as well.
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Too many executives I've met over the years have the mentality of a bodybuilder; they've come to accept the idea that growth is synonymous with success.
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Some companies simply aren't meant to be bigger than they are. They provide products and services that satisfy their customers in a way that pays the bills, produces reasonable profits, and allows them to keep their people employed and fulfilled. And there's nothing whatsoever wrong with that.
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Your focus should be on creating an environment where growth can occur and then letting nature take its course.
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