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Be A Brighter Flashlight

I'm launching a new mini-series soon and it's truly changed the way I'm thinking about things these days. Where did it all begin? It started by building a "brighter flashlight"...

Laurie Guest's Blog

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Changing the Rules of Tug o’ War

If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to...
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Boardgame Behaviors That Build Business

Building business is not easy. If it were, everyone would do it. Consider four behaviors that build business, all based on one of my favorite things: boardgames. Each is simple to understand, but may not always be easy to deliver. Read up and do your best! When I was a...
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Learning How to Handle “The Overs”

Learning how to handle "The Overs" is a skill. What do I mean by "The Overs"? An “Over” is a guest who is over-friendly, over-researched, or overbearing. The Over-Friendly Although it doesn’t sound bad when you first mention it, many people may feel uncomfortable with over-friendly guests in the workplace. I...
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Dealing with Angry Customers

Nobody wants them, yet we all have them: angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to best handle the angry customer you're sure to encounter someday. 1. Stay...
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Creating Fun in the Workplace

How do you create fun in the workplace? When it comes to a business environment, fun is a relative term. You might be part of a team where boisterous laughter or lots of teasing is appropriate while other industries may require a very serious environment. Some places might even fool...
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Attitude, Initiative and Engagement

There are three facets of workplace participation that can make all the difference in productivity and results: attitude, initiative and engagement. These characteristics may come naturally to some, but often they must be cultivated in a workplace. Here's an excerpt from my article on the subject; use the links below...
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Winning Back Guests You’ve Lost

Winning back guests you have lost is not an issue people like to talk about, but it is a necessary topic in staff development. What skills do your team members need in order to thwart a customer defection? It begins with being totally present in the encounter in order to...
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Teamwork Essentials

If you are a member of a team, working with your team is essential. Team building is one of the most frequently requested topics in my work with organizations. I always ask the client to first reflect on what teamwork means in his or her environment. Does it mean that...
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On Consistency And Productivity

Does lack of consistency and low productivity impact your work environment? How? What tools have you tried to get back on track? During my days of managing others, there were three specific techniques I used to help people be more consistent and productive that are worthy of sharing. Weekly meetings...