Giving feedback is like crafting the perfect member or client experience—it requires care, thoughtfulness, and a little finesse. But what happens when someone isn’t quite ready to hear your helpful advice and gets defensive? Here are 5 tried-and-true emotional intelligence strategies to handle defensive moments with grace, so you can use the learning opportunity for growth and accountability, all while keeping service smooth and seamless: 1) Approach as a coach who wants to help. (“Let’s …
I had two friends pass away last month, within one week of each other. Both were young (45 and 50 years old) and both were incredible women who made such a bright impact on the world in their too-short lives. When something like this happens, it makes me think a lot about my life, how I’m spending my time, who I’m spending it with, and whether or not my God-given gifts and talents are being …
One of the most common questions I get after delivering a keynote on emotional intelligence (EQ) to mid-level managers is: “How do I get my senior leaders to recognize the importance of EQ?” This tells me that this human-centered approach to leadership is not often embraced by senior leaders — even though we now have decades of data that shows that EQ results in high-performing teams and an elevated service experience. It’s a shame EQ is not …
As a high-performing leader, you know that the journey toward greater impact, purpose, and joy is not always easy, but it’s certainly rewarding. This week, I’m thrilled to invite you to explore two powerful conversations that can guide you on this path. Cultivating MAGIC in Leadership and Life On a recent episode of Private Club Radio, I had the pleasure of sharing the mic with Denny Corby, a magician who brings awe and wonder to …
We all have a part of ourselves that is brave and enjoys trying new things. And a part of ourselves that fears uncertainty and would rather not be vulnerable and expose ourselves to embarrassment or humiliation or boredom or just the uncomfortableness that is required to do something new – even if it’s fun or would enhance our career! Which part should we listen to? As a joy seeker who wants to squeeze out as …