Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Without considering the assumptions encoded in your questions, you could be inadvertently contaminating the feedback you’re collecting. Let’s discuss a couple of… Read more »
For most government agencies, the challenge isn’t getting feedback (most agencies have plenty.) Instead, it’s knowing how to take all those comments, questions, and suggestions and using them as your agency’s focus group, telling you exactly what your audience needs.
Feedback about a new approach isn’t always resistance — but resistance is always feedback.
It can be difficult to uphold organizational values in times of difficulty. But leaning into that vulnerability can improve your connection with colleagues.
Here are three exercises that can help you ramp up people analytics capabilities and shift toward adopting a true customer experience mindset.
Feedback is a two-way street, but asking for it directly isn’t always the best way to get it. Here are some tips for getting the guidance you seek.
Feedback about your leadership style isn’t always easy to hear, and sometimes it reflects unconscious bias.
Feedback is a two-way street, but asking for it directly isn’t always the best way to get it. Here are some tips for getting the guidance you seek.
We know that feedback is critical to our success. Not all of us recognize – and benefit from – the feedback we receive, though. Here’s how to change that.
You moved from management to leadership, and you’re not sure if you’re good at it. Here are three ways to know if you’re on the right path and continuing to develop.