There is a good way to apologize and there are many, many bad ways. This week, I provide the formula for a good apology, one that increases trust and confidence. And for fun, I share a laundry list of bad apologies, some of which you might have heard from your own colleagues over the years.
I spent some time with a team last week that was really suffering because of several months of unhealthy conflict. Relations had deteriorated to the point that team members were feeling disrespected by one another. There was a lot of anger in the room and they needed help from someone outside the team to get […]
“Use your words.” It’s a line you probably heard as a child when you were getting agitated but not articulating what was wrong. Your parents taught you that expressing your frustration in words gives you a shot at making things better. Fast forward to adulthood and ask yourself how well you’re using your words […]
Frequently, I watch teams trying to solve an issue that seems straight forward while observing that their behavior says it’s anything but. I see people interrupting, I hear yelling, I notice tears welling up. Then I know that it’s not an intellectual debate, it’s an emotional conflict that’s at the heart of the issue. […]