After my last coaching call, a friend shared this article with a reminder about Renée Brown's book "Rising Strong". Basically, the story you make up in your mind in the absence of information is not necessarily the full truth. And given that our minds are much more creative around detecting fear, you are more likely to make up a horror story than a beautiful happy ending.
I am a control freak. There. I've said it. I like to know what happens when, with whose participation, for how long and with which anticipated results. That's why I love having an agenda, and why I expect everybody to be on time and well prepared. That's why I get annoyed if someone shows up … Continue reading The art of letting go of control
Reviewing ticket feedback is a gold mine to learn more about your product/service, your processes and your people. Don't miss out on this opportunity.
Working with a career coach, I am moving from competitiveness and distrust to ambition and collaboration. People are not out there to get me - they are there to grow together.
Last week, the company I work for announced officially that weekend work is now part of the standard Happiness Engineer role. Not every weekend, not immediately, but in the long run, we'll be expected to work approximately 2 weekend days per month, taking those two days off within the week. This is why my kids aren't an obstacle.
Helping others makes you happy. A number of studies have shown the positive impact of supporting others - not only on those who received the support but more markedly on those who offered help. Shouldn't that mean that people in support have a happiness advantage? Helping other people is part of the job description, after … Continue reading If your support staff isn’t happy, you are doing something wrong
I just read through The Nice Guide to Nice Replies, and this recommendation stood out for me: 9. Say sorry! People love an honest, genuine apology. In a study by the Carey School of Business, satisfaction with service recovery doubled (from 37% to 74% satisfied) when an apology was added on top of other compensation … Continue reading It’s OK to say sorry – if you mean it