Firing Someone: What They Don’t Teach You in B-School

Firing Someone: What They Don’t Teach You in B-School – Andrew J. Hoffman – Harvard Business Review.  This is an excellent blog post about Mr. Hoffman’s own experience firing someone and how it is critical to the other employees that the manager upheld high standards and did not permit non-performing employees to continue to work…

The Martial Art of Difficult Conversations by Peter Bregman

The Martial Art of Difficult Conversations – Peter Bregman – Harvard Business Review. Peter Bregman provides another outstanding blog post in which he describes the importance of giving the other party to a difficult conversation the experience of being heard.  This is reminiscent of one of Stephen Covey’s 7 Habits of Highly Effective People — seek…

How May I Help You?

How May I Help You? | Fast Company.  This is simply the best article on customer service I have read.   Lucy McCauley provides 15 short descriptions of how different companies provide outstanding customer service.   For example,  Mark Wallace ,  president and CEO of Texas Children’s Hospital in Houston, talked how to help children and…

The Right Way to Respond to Failure – Peter Bregman

The Right Way to Respond to Failure – Peter Bregman – Harvard Business Review.  This is an excellent blog post by Peter Bregman.  He tells the story of a friend’s daughter’s failure at a swimming meet and several adults’ responses.   Mr. Bregman identifies the key factor — empathy — that is so critical as…