Naomi Karten is a highly experienced speaker and seminar leader who draws from her psychology and IT backgrounds to help organizations improve customer satisfaction, manage change, and strengthen teamwork. She has delivered seminars and keynotes to more than 100,000 people internationally. Naomi's newest books are Presentation Skills for Technical Professionals and Changing How You Manage and Communicate Change. Her other books and ebooks include Managing Expectations, Communication Gaps and How to Close Them, and How to Survive, Excel and Advance as an Introvert. Readers have described her newsletter, Perceptions & Realities, as lively, informative, and a breath of fresh air. She is a regular columnist for TechWell.com. When not working, Naomi's passion is skiing deep powder. Contact her at [email protected] or via her Web site, www.nkarten.com.
How can you communicate caring to your customers if your job doesn’t lend itself to demonstrating in person how hard you’re trying? Fortunately, showing evidence of caring is not about scurrying around; it’s about interacting with customers in a way that says you’re listening to them and taking their needs seriously.
Some people think of themselves as team players because they're technically savvy, hard workers, and strong contributors. But these traits alone don’t make someone a team player. Teamwork, after all, is the process of working together to achieve a shared goal. Team players collaborate to solve problems.
Projects rarely get in trouble suddenly. More often, the descent into trouble is gradual, and the signs are easy to miss—but they are there. If you detect any of these potential signs of possible failure, it would be wise to take steps sooner rather than later to address them and get the project back on track.
If your responsibilities include guiding others through major change, you might find it instructive to assess your own behaviors and response to change. The sixteen questions here can help you do just that. You can also use these questions to facilitate a discussion with your team about a current or upcoming change.
At work, there’s so often someone or something that pushes your buttons. If you experience anger often and lash out, it could be doing you harm—both physically and to your career. It could be worthwhile to keep a record of what triggers your anger over the course of a day and how you react so you can gain some insight.
Due to time constraints and other logistical issues, it’s not always possible to respond to customers about their feedback. But when it is possible, the impact on the customers can be strongly positive if you make your response personal. Here are some things to keep in mind the next time you gather customer feedback.
If you worked with someone years ago who was highly unlikable, it’s natural to assume that the person is just as unappealing now. If circumstances bring you together again, it’s unlikely you’ll find the person tolerable. You might as well expect the worst because once a jerk, always a jerk, right? Not necessarily.