I write and speak about Passion Culture.

From my perspective Passion Culture is a movement. A strategic decision. A clear best practice. And the very best chance an organization has to throttle down growth, accelerate value creation and sustain a long term competitive advantage. I am fond of saying, put your people first…and profits follow (yes, you need to make sure they are the right people in the right jobs).

We know it when see it. An energized workplace. Authentic leadership. Open communication. A culture of consistency, connection, camaraderie and caring. Trust. Personal growth and development. Recognition and fun. Customer loyalty and bottom line business results. The kind of place where everyone wants to work and right fit employees thrive.

Doing work on cultural immersion and communication strategy is one of my favorite aspects of the consulting work we do. This week our team spent several days interviewing peak performers of a Fortune 100 Best Company To Work For organization across all functional lines of business. By any and every benchmark this organization is a well respected and established category leader. And culture, leadership and communication is a compelling and clear competitive advantage embedded into their business strategy. From the C Suite down and across all functional lines of business they have extraordinary alignment. Mission is not just a wall placard for this organization. It is top of mind influencing every employee action and decision each and everyday. And it is evident throughout the entire talent lifecycle in candidate experience, selection, oboarding, development, career mobility and mentoring, recognition etc. They function as a team with one common purpose. And they continue to invest to improve and evolve because they know that increasingly talent will remain their key differentiation and opportunity to continue to win big and deliver on their promises. Now is the time to prepare and be resource ready. Fun to watch and support!

I recently did an interview for HR Times on culture as a competitive advantage. You can click through, check it out and consider…how is your organization and its leadership influencing culture to compete and win? Has your corporate culture improved in the last 24 months? As a leader are you acutely aware of the well defined and constantly reinforced strategy to elevate culture, improve experience and align toward one shared purpose? Are you aligned down the line?

I also offer my short definition of Passion Culture in the following keynote clip:

Posted in Brand, Communications, Employee Engagement, Leadership, Recruiting, Sales, Uncategorized

Tags: Best Place to Work, Culture, Human Resources

On the plane and headed West to San Diego.  One of my favorite places to spend a few days, although there won’t be a lot of down time this week.

Today marks the kick off of the SHRM Annual Conference & Exposition, the largest and most significant gathering of the Human Resources industry.  If you are a progressive HR practitioner or support the practice of ‘people strategy’ its likely you’ll be in San Diego this week (or you are missing out on a great opportunity to connect, listen, learn and develop)!

I believe this is an important time for the practice of HR.  Never has there been a better opportunity for the progressive, strategic HR Practitioner to shine.  In a slow growth cycle where so many industries have become commoditized and are increasingly re-inventing for a better competitive advantage TALENT is moving to the forefront.  Simply stated, The Best Talent Wins and those HR Leaders that embrace the role of Talent Ambassador and Culture Crusader will differentiate themselves and add increasingly more value to the business.

I’ll talk about these trends and the transformation inherent to the practice of HR in my session at 4 pm Monday afternoon:  HR 2.0:  Talent, Technology & Transformation.

And we’ll likely continue the conversation at the SHRM Tweet Up Monday night and the rooftop at the Hard Rock Hotel following!  Join us! Have a feeling a few of my ‘HR Famous’ friends will be there and who knows maybe @mwbuckingham or @algore will stop by…

It should be a great week and from a content perspective SHRM has once again assembled an All Star lineup of keynote speakers including one of my all time personal favorites to close the conference on Wednesday, Marcus Buckingham. Simply stated, SHRM does a conference right.

I look forward to catching up with old friends, making new connections and leaving San Diego a little more knowledgeable about the practice of people.

Posted in Communications, Employee Engagement, Leadership

Tags: Human Resources, SHRM

This article contribution from Susan Borowski, SPHR was originally published in the June issue of Bottom Line HR, a J.J. Keller & Associates, Inc. publication.

The world has changed with the explosion of social media. Consider these statistics: Reports show that it took radio 38 years to reach 50 million users; for TV, 13 years; the Internet, 4 years; and the iPod, 3 years. Facebook added 100 million users in less than 9 months; and iPhone applications reached 1 billion in 9 months.

Social media affects business in several ways. It affects a company’s brand, its transparency, its customer service, and how the world perceives the organization.

Social media and branding

Not long ago, business defined and strengthened their brand and made sure it was perceived as they wanted it to be. Branding was a “top-down” phenomenon. Enter social media, which is in a position to affect a business’s brand globally – and not necessarily in a positive way. Do you know what is being said about your business in the Blogoshpere? The Twittersphere? You should. A recent poll of Human Resources practitioners showed that only eight percent were using Twitter.

Ryan Estis, Professional Speaker, Business Performance Consultant, and expert on HR and social media, says that a company’s brand used to be what the company said it was. Today, it’s what everybody says it is. “Everyone has a megaphone, a platform, and a media outlet. Companies no longer control their brand – they only influence it. Where branding used to be a monologue, now it’s a conversation – a conversation that companies can’t control.”

Where decisions are made

In 2009, a global Nielsen study reported that recommendations from friends and acquaintances as well as opinions posted by consumers online were the most trusted forms of advertising – not a company’s PR department, and not its website. This being the case, if consumers are reading on social media about the poor customer service someone received from your company, it won’t matter what you say to promote your brand – consumers will tend to believe the individual who received poor customer service and blogged or tweeted about it. Anyone who is researching a company to make a decision whether to buy its products or services and who finds several reports of negative consumer experiences is likely to look elsewhere for those products and services.

Google search results now include tweets, which aren’t necessarily filtered, so negative tweets about your company could come up in a search, as well as rants on blogs or websites such as Job Vent. This site allows individuals to rant about their place of employment and ranks companies based on the comments it receives.

How social media is changing

If you believe Twitter consists only of people talking about what they had for lunch or what they just bought, you are not alone. However, what occurred after the June 2009 Iranian presidential election serves to demonstrate the true power and ubiquity of social media. After the presidential election results were announced, many citizens who believed the process was rigged took to the streets in protest in Tehran and other cities. The government censored the media so the world wouldn’t see the protests. But the word got out anyway, primarily through Twitter. The effect was so powerful and so striking that this historical event has been called the “Twitter Revolution.” Our global society is as interconnected as it has ever been, and is becoming more connected each day.

Estis says, “HR must realize that social media has gone from a novelty to a functional business tool. “ According to Estis, only 26 percent of companies have a social media policy; of those that do, 50 percent ban access to social media at work. Nevertheless, even if banned on employees’ computers, social media comes to work on employees’ smartphones. So the question, according to Estis, is not whether to allow social media into the workplace, but how best to channel it for positive results. Because HR connects stakeholders to organizational culture, HR can take the lead on using social media to the organization’s advantage.

Social media as a business tool

Estis suggests that companies begin with the end in mind. What’s the business objective? Connecting international groups? Using social media for customer service? Once your objective is defined, he suggests that you learn about the various tools (Facebook, YouTube, Twitter, LinkedIn, Flickr, FriendFeed, etc.) and how they can help you achieve that objective.

Expecting social media savvy

Estis says that some companies are encouraging employees to use social media to further the business. At EMC², social media savvy is expected. Employees blog, tweet, produce podcasts and YouTube videos, share information on forums, and more. Granted, it’s an IT company, but IT companies are not the only ones using social media technology.

Best Buy has developed a service on Twitter called “Twelpforce,” through which the company interfaces with customers (and potential customers) in real time. Through this service, the company encourages employees to answer questions about products, proved customer service, assistance, and ideas. The service helps drum up business by answering their questions or helping them find a solution. Employees’ tweets are not hidden, but posted publicly on Best Buy’s website. It doesn’t get more transparent than that. Says Estis, “transparency equals trust.”

The future of social media

What does the future hold in this rapidly-changing arena? Estis sees more companies turning to geo targeting, which involves knowing the physical location of a web visitor and delivering marketing content to that web visitor based on his or her location (i.e., suggesting stores, products, and services, based on what’s available in the area). This targeted approach is improving click-through rates for internet marketing.

The next level of social media involves location-sharing services like Foursquare and Gowalla. These are used on a mobile phone, and allow users to combine their address book, Facebook, and Twitter accounts to find out if any friends are nearby. Users check in based on their GPS location, then leave tips on deals, meals, and experiences they have in that area. They can check out tips from friends and other users, get suggestions on where to go, and find recommendations for things to do.

Foursquare also adds a competitive gaming aspect by encouraging users to earn points and unlock badges. Location-sharing services like Foursquare add an opportunity for retail-based businesses to tap into a new network by providing deals only to those using the application – and some businesses are doing just that. Foursquare has grown so much in popularity since it was introduced last year that it has been called “next year’s Twitter” by CNN.

Finally, to those who would say that Twitter is a passing fad (remember MySpace?), Estis points out that the specific tool is not what’s important; being in the domain is. “Participation drives relevancy,” he affirms.

Social media has become an extremely powerful tool, and it’s not going away. Social media can impact customer relations, your reputation, your message, and your brand. Savvy businesses will recognize the power of social media and use it to their advantage.

Posted in Brand, Communications, Social Media

Tags: Human Resources

I attend a lot of conferences.  Often they are centered around leadership and human resources.  And lately the popular theme choice has been “Next”, “Shift”, “Evolve”…..you get the idea.  Change and Re-invention is heavy on the agenda…and for good reason.  What got us here likely won’t be good enough to get us there…

Typically I am attending a conference to keynote/speak.  And usually I try and attend a few of the other relevant sessions to my practice to listen and learn.

Recently I had the pleasure of watching a terrific presentation on effective recognition.  Such a powerful driver of engagement and culture and so often a big missed opportunity among management and leadership ranks.  The presentation was both strategic and tactical, offering some very specific recommendations.

And while I thought most of the preso was spot on there was a recommendation I can’t get out of my mind…..the awarding of casual day stickers as a benefit or “treat.”

I couldn’t help but picture myself back in the mainstream game running a large sales organization and having someone from the HR organization coming into the bullpen to hand out stickers…….because I am quite certain I wouldn’t be playing the sticker game…. And I couldn’t help but think, neither would so many of the strategic, talented and progressive HR professionals I know.

A few thoughts about culture and recognition.  Great employees want Sr. Leadership to care about them….they want to do meaningful work….be invested in and developed….and be both appreciated and rewarded for their contributions.  They want trust….and the freedom and autonomy to contribute to the results.

In the past I have maintained a casual business dress code in the office.  And it was unnecessary.  My players knew when to suit it up.  And when you don’t, jeans work just fine.

I cannot speak specifically to leading another functional area of the business but I do know that most great salespeople don’t want stickers and treats….they want to WIN.  Create a culture that puts them in the very best position to do that…support and invest in them…and yes, recognize and reward them aggressively.  Then get out the way….and let them bring the rain!

Recognition and Appreciation are essential ingredients to building a Passion Culture.  Increasingly they are requisite leadership competencies.  And I think it’s probably a good idea to leave the stickers at home.

Posted in Leadership

Tags: Human Resources

Tomorrow morning I am giving a keynote at the Milwaukee Zoo.  A first for me!  I haven’t been in years…my nieces and nephews love the animals and I am actually pretty excited to check it out.

I’ll spend the morning talking about how to build a ‘Passion Culture‘.  Where people give at the office because they genuinely want to…not because they have to.  There is an enormous opportunity for Managers, Leaders and HR Professionals to tap into the passion and potential that lies dormant in so many of our organizations…before it exits the building.  Or perhaps even worse, throws in the towel while still hanging around to collect a check every two weeks.  In an economic environment where The Best Talent Wins making people the priority simply makes sense. Convincing the C Suite to invest appropriately might pose a challenge…..but it shouldn’t…and we’ll talk about it tomorrow.

I look forward to the discussion and as a former Sea World alumnus perhaps checking out the Seal/Sea Lion Show in the afternoon!  Should be a fun day.

Hope the zoo doesn’t mind me bringing The Whistle!

Posted in Employee Engagement, Leadership

Tags: Culture, Human Resources

First dates can be tough, especially if you haven’t dated in a while.  The fear of change and rejection are powerful forces capable of keeping people trapped in situations that are less then desirable. When it’s personal the stakes are high.

Take the job interview.  Tough sledding for most people, especially if it’s been a few years.  It’s got first date evaluation, scrutiny, benchmarking and comparison all over it.

And the sales the call.  I believe whoever said not to take sales rejection personally couldn’t have been very good at sales.  Trust me, it’s personal.  In most instances customers buy from YOU…..whatever you sell is typically replicated and available from the competition.   The best sellers are the difference makers.

To get it right requires some thorough preparation.  And preparation also eases the natural anxiety and tension that come with the territory.  It also mandates authenticity…and the best advice I could give to any candidate or closer is be yourself.  Because good interviewing, selling, dating and relationships are all about ‘fit’ and at the onset deserve authentic representation.

I hadn’t interviewed in quite a while (which was a mistake) when I decided to launch my own business….and in those roller coaster first 6 months the familiarity and security of the corporate gig pulled…and put me in a state of being open to taking meetings, interviews and considering my options.  And I can tell you the very best interviews come when you are confident, patient and open around evaluating the intersection of talent and opportunity.  I am not the right man for every Chief Sales Officer job……and there are sales leadership gigs that would put my feet to sleep inside of 90 days.  Fit is the key.

It’s not all that different in Sales.  The very best sellers take fit assessment seriously.  One of the biggest reasons salespeople fail is they spend their time on the wrong things…low margin activity…or spinning their wheels trying to capture business that simply just doesn’t fit for the enterprise.  In my consulting business being selective and segmenting the kind of clients we work with (where we can really add the most value and help improve their business) is absolutely the focus.  We want great fit for us and the client!

Having ‘fit’ perspective makes the first date (whatever it is) more enjoyable.  Everyone can relax, have some fun and participate in some open, meaningful dialogue….wherever it takes you.  And when its good….when the fit seems to align, you’ll know it.….it will move you, shift your perspective and lift your spirit.

The start of something new brings the hope of something great….so relax, be confident, authentic, focus on fit and enjoy the ride!

Posted in Recruiting, Sales, Uncategorized

Tags: Human Resources

I am excited to get back on the road this week and spend time with my favorite Association (and client): SHRM…

I head to Madison, WI on Tuesday to deliver my a keynote on winning with corporate culture, Passion on Purpose at the HR NEXT Conference with GMA SHRM. Madison is a great college town and HR Community clearly focused on the evolving trend line in the practice of people. I’ll be followed Tuesday by a keynote from Andrea Gappmayer, speaking on The Carrot Principle who will deliver what I am sure will be a powerful message on leadership effectiveness and the importance of recognition. At an HR event appropriately titled NEXT we’ll both have the opportunity to talk about the current shift in our workplaces and the steps and strategic considerations that are necessary for HR to build more meaning and engagement into the work experience to accelerate performance.

On Thursday I’ll be at the awesome Samoset Resort providing the morning keynote, Employment Branding 2.0, at the Maine State SHRM Conference as part of an outstanding speaker lineup. We’ll spend a little time on the importance and evolution of communication, collaboration, connections and community in our workplace at the appropriately themed event:  If HR Ruled the World.

What if HR Ruled the World? Well, a lofty objective perhaps…although I have some friends that I am sure would agree that the world would be a better place!  While rule the world may be a stretch, it is absolutely time for HR to rule the workplace. TALENT is emerging as the only long term, sustainable competitive advantage in the new economy. There simply has never been a better time for HR to rise to the occasion and significantly impact the strategic considerations and outcomes of the business. Technology, competition, markets and innovation aren’t the ultimate throttle on business growth and success…….it’s people…..the right people….in the right jobs….aligned and delivering on the mission – vision – values and elevating the customer experience that propel a business forward. HR can deliver the talent strategy and workforce readiness that moves the business. Rule the World? Why not….why not now?!

Put your people first…profits follow!

We’ll talk about it all this week and I look forward to being part of the conversation and making new and meaningful connections at these SOLD OUT SHRM events!

And if your SHRM Chapter is looking for relevant professional development and continuing education ask us about our SHRM Discount. Our keynotes and workshops are HRCI STRATEGIC credit approved!

Posted in Brand, Communications

Tags: Culture, Human Resources, SHRM

HR industry consultant and thought leader Mark Stelzner at Inflexion Advisors recently authored a fabulous blog post on ‘5 Ways to Torpedo Your Next HR Sale‘.  As someone who has sold into HR and managed a team of sellers doing likewise I have seen it all.  And made and learned from some of those very same mistakes Mark calls out in his post.

Selling into HR is unique and can afford the consultative sales professional with the right solutions portfolio a fabulous career.  I would offer those developing business in the space the following key considerations for success:

Relationships: Earn them.  Over time.  Through expertise and experience. By being a trusted adviser.  By getting there first.  By giving more. And nurture, protect and covet them at all costs.  In sales they are your career.  HR professionals value strategic support and counsel.  They give it daily inside their own organization.  They are domain and subject matter experts.  And they will become quickly frustrated with the Seller who has zero insight into practice of HR.  I have my Human Capital Strategist Certification for a reason.  And I had some  trusted clients help shape my understanding along the way.  Selling today requires subject matter expertise.  And that is far from exclusive to your product or service.  You better understand your customer.

Customization:  Its ALL about the buyer.  The HR professional has needs, expectations, objectives and increasing demands and pressure.  Consultative Sellers conduct thorough discovery and involve the HR professional in the buying decision.  Its a collaborative process.  And every sale, cycle, interaction and conversation should be customized for that unique selling situation.  Seller’s need to recognize today’s Buyer increasingly could care less about your stuff.  They care about their stuff.  That is where you need to focus your time.  Ask and listen.  Learn and solve.  Partner and contribute.
Differentiation:  If you don’t offer something different (or better) than the incumbent or multitude of alternative options then you are wasting everyone’s time.  You need to KNOW enough about the market, competition, customer and opportunity to establish a clear point of view on the specific differentiation your solution delivers.  This is a challenge for many vendors in the HR category whose products and services are lacking in  compelling differentiation.  But the very best sellers can still rise above.  Because in sales YOU can be the difference maker….if you are good enough.  In our Sales Training we challenge Sellers with two very critical questions:

• Why do customers buy from your organization?
• Why do customers buy from you personally?

A Rock Star seller has clear and compelling answers to both questions.

Value:  Today’s HR organization demands increasingly more value from their vendor partners.  The sales organization that can monetize their value proposition has an advantage.  Of course there is often a gap between perceived and achieved value.  To improve closing ratio’s a quality seller establishes clearly defined outcome expectations with the buyer and works tirelessly to create a “vision of the experience”.  When you can deliver client experiences that meet or exceed expectations with consistency, you will drive loyalty.  And customers for life.  You rarely lose a sale over price.  It’s much more likely you lost the sale because you didn’t create enough value.

Evangelism:  The most powerful sales strategy you can deploy is the authentic voice of your client partners.  HR services and solutions is a crowded, confusing marketplace with vendors making next to identical promises.  The smart sales organization doesn’t leave home without ‘Proof of Concept’…and knows that the most loyal customers are more than happy to be brand ambassadors.  Case studies, testimonials, co-presentations, client advisories and open referencing and referrals are the mainstay of a quality solutions provider in this category.

Selling is a process.  But process alone isn’t enough.  That is the science.  The best sellers understand the art of relationships, passion, purpose and performance – most importantly performing for their customer each and every day.  Deliver what you promise plus 1%.  That makes all the difference to the next customer.

For more information on our sales process (PULSE Selling) and training/consulting solutions download our eBrochure.

Posted in Sales, Uncategorized

Tags: Human Resources, Sales Training

This Spring is providing a variety of opportunities for the HR community in my hometown to conference and connect around some terrific content!

April 13th is the HRP of MN Spring Conference.  I’ll be opening the conference with Employment Branding 2.0 and plan to stick around all day for two outstanding additional sessions and the panel discussion to close out the confernece!  The event will focus on Post Recession Strategies (REgroup – REtain – REcruit) and should prove to be a great opportunity to connect with leaders in our local HR community.

May 12 is the TCHRA Spring Conference.  Keeping with the recovery and reinvention theme, ‘Leveraging Human Capital During the Economic Recovery’ there is a special opportunity to see a dynamic national speaker take the stage and keynote this event.  Simon Bailey is outstanding!  I recently had the pleasure of spending a little time with Simon after we both presented at NOHRC in my hometown of Cleveland.  He is as brilliant and authentic off the stage as he is on.  I can tell you his message is relevant for this time of transformation and includes a powerful blend of inspirational and actionable content.   You don’t want to miss Simon!

May 17 the ERE Social Recruiting Summit will be held at Best Buy in Minneapolis where some of the leading national players leveraging social media for talent acquisition will descend on the Twin Cities for the one day event.  If your focus is recruiting this is a can’t miss opportunity to learn from a think tank of strong, national practitioners doing exciting work!

Look forward to seeing some old friends, familiar faces and making new connections in the Twin Cities this Spring!

Posted in Brand, Recruiting, Social Media

Tags: Human Resources

An outstanding week followed by a miserable weekend offered some interesting considerations for the work I do.

I attended HR Connect, a networking event co-sponsored by SHRM, SmartBrief and RecruitingBlogs.  The event and a few meetings around it provided an outstanding opportunity to catch up with clients, colleagues and friends who are passionate about HR and Recruiting.  The ‘Tweet-Up’ (my 2nd official happy hour focused on people connected on Twitter meeting up) affirmed the real desire that people have to connect face to face, with other people, who share a passion for their profession (I wasn’t the only one who got on a plane and flew in for the event).  Using social media makes events like this more rewarding for me and strengthens my network.  But the secret to social media is really all about the relationship.  And its clear to me the conference/event model is far from dead.  To the contrary, people have a deep need and desire to connect live, in person and learn, share and grow.  So, while formats may evolve, good conferences with progressive content aren’t going to be extinct anytime soon.  Social media is simply an accelerator.

I attend a lot of HR conferences.  Often, I am speaking.  Always, I am interested in meeting new people and having meaningful conversations. And while so many of the conferences provide valuable content and connections the HR event circuit can be a bit insular.  And its valuable to gain outside perspective specific to the work you do.  I attended a non HR workshop/event in my hometown a couple weeks ago.  The focus was on social media for business and the audience was comprised of mostly business professionals.  Marketers, Entrepreneurs, Consultants etc. looking to learn more about leveraging new tools/technology.  And part of the workshop general discussion the topic of recruiting and social media was raised.  I was a bit surprised by what happened next.

A gentleman in the audience stood up (not required as part of the discussion format), looked around at the 200 or so people in the room, and in an elevated tone suggested that, “Recruiting is absolutely the most disrespectful business process…..ever.”  He had my attention now. And went on to explain how it was simply unconscionable for companies to treat candidates the way they do during the job search.  Some of it was what you might expect.  Lack of communication.  No feedback.  Minimal, if any human contact.  Horrendous turnaround time.  He was angry to be certain.  And had it stopped there, you could write it off as one disgruntled person having a hard time with a job search.  But it didn’t.  What it did was open the dialogue, all affirming stories acknowledging the problem.  The snowball could have turned into an avalanche had we not had facilitation and the discussion was closed on the story from the candidate, who 30 days after he was hired and started working for his new employer, received an automated email from the recruiting organization updating him on the status of his resume.  Oops.

Sometimes it pays to get perspective outside of your profession.  And it was clear to me this snapshot of dialogue offered some indication that companies have a long way to go with respect to how they respect candidates during the recruiting process.  Some of it comes right down to bedside manner.  And I think some recruiting organizations could learn a lot from Dr. Black.

Dr. Black was my personal weekend Physician.  Heading back from DC Thursday evening I had slight pains in my chest and side.  Writing it off to bad airport pizza I gutted out Friday’s work day with the pain worsening a bit.  By Friday night I knew something was definitely wrong and I ended up in the ER.  EKG, discussion of blod clots, fluid in my chest and lungs, worsening pain and an escalating fever.  No fun. No diagnosis.  Nobody quite sure what exactly is wrong.  Enter Dr. Black.

She offered clear and concise communication with a personal touch.  She explained herself.  Her thoughts about what might be wrong.  What they wanted to rule out and why.  She patiently answered questions.  And stopped back an hour later just to see if I had any more.  And under the circumstances I actually felt so much better having her around.  It wasn’t so much what she said, as the way she said it.  I trusted her.  And because of her I felt good (and still do) about the entire hospital/organization. Dr. Black circled back around and amid my ailment we chatted a bit about work, passion and bedside manner.  I learned that although she had been practicing in this very ER for 11 years she didn’t necessarily think medicine was her true calling.  She is a full time mother and very part time artist.  And would love to have more time to create. We talked about the danger/trap of getting really good at the wrong thing…..and she knew she was good at her job.  Real good.  And her confidence and charisma carried over into a bedside manner that absolutely elevated the patient experience.  Although this might not have been her true passion, her sense of purpose to serve never wavered.  I’ve been to the ER before.  And I have never had a Doctor follow up with 2 phone calls to me personally the next day.  Of course, I wasn’t in the care of Dr. Black.  People make the business.  And the brand.

When you are in the business of saving lives (or starting careers) its easy to put the human element on auto pilot.  But the best in the business don’t.  They remember that it isn’t just what you do, but the way you do it that often makes the difference.  And doing it with elevated communication, care, compassion and consideration make all the difference in the world.

Antibiotics and rest will get me better.  Likely pneumonia or a really bad infection.

Dr. Black’s bedside manner made me feel better when it really mattered.  A great lesson.

Posted in Communications, Leadership, Recruiting

Tags: Human Resources