Implementing a CX strategy is challenging.
Developing customer-facing practice among employees
As a manager, leader, or team member, we can imagine to always follow not only one but two agendas, a task-oriented agenda and a basic people-oriented “agenda”
Just as feelings are important in rapid decision-making, so is empathy important to success in leadership. One CEO is quoted as saying, “if you really want to get the best out of people, you have to really hear them and they have to feel like they have been really heard.”
The key part of defining the task is establishing the success criteria – by which we shall know whether we are achieving the objective or at least making progress in its general direction.
Questions Are the Most Effective Means of Connecting with People
Questions unlock the door that otherwise remain closed.
If you want to be successful and reach your leadership potential, you need to embrace asking questions as a lifestyle.
Proficient negotiators try to obtain beneficial results for themselves, but seek to accomplish this in a congenial manner.
When setting a goal, define what level of performance of achievement you want to reach to feel satisfied with your efforts. If after a realistic period of time your performance or achievement leaves a lot to be desired, perhaps you should re-consider again.
Communication competence is the ability to relate to others with accuracy, clarity, comprehensibility, coherence, expertise, effectiveness and appropriateness. It is a measure of determining to what extent the goals of interaction are achieved.
A person who wants to make a positive change in their life will exhibit overexcitement and a readiness to start as quickly as possible — usually at the expense of doing proper research.
Strengthen your leadership
The longer something takes and the more patience it requires, the more people it filters out along the way. Difficult goals are often easier to reach because there’s less competition if patience plays a big role in their accomplishment. Let patience be connected with your decisions.
Do not let failure discourage you.
Most of us know the entrenched and also "newer" PM methodologies out there, used based on the industry, product, service or complexity.
Applying Value Stream and processes which is one of the 4 Dimensions of ITIL 4 Value Streams & Processes
Checking in with your gut—or intuition can be an important source of information during the decision-making process. How something sits with you is not just based on a tangle of emotions. Your gut contains a complete internal data bank full of valuable knowledge and experience.
Core values involved in conflict resolution
Look beneath the surface to identify deeper issues
Overcome an “us versus them” mentality
Avoid escalating tensions with threats and provocative moves.
Recognize that all of us have biased fairness perceptions.
The confirmed timings are as follows: ITIL v3 Foundation (English) to be discontinued as of 1 July 2021 ITIL v3 Intermediates (English) to be discontinued as of 1 January 2022 ITIL 4 Transition examination (English) to be discontinued as of 1 July 2022
Now that ITIL® 4 has officially landed and the higher modules from the Managing Professional and Strategic Leader streams are establishing themselves in the market, hereby you may find a notice of the discontinuation of ITIL v3.
ITIL 4 / ITIL 3
Many times at the job interview (for a project manager) I listen the question: what is the most important in the project for you? the scope of delivery? the time limits? the costs? This question is set for understanding of the candidate.
Even in the most performing organisations, people are confrontated to problems on a daily basis. What makes the difference between a high and a low performing organisation is the ability to solve efficiently the problems met on a daily basis. Low performing organisations simply take the problems as a bad chance and they are complaining about them to justify the low performance. High performing organisations take each problem as an opportunity to improve. Three basic mistakes in the Problem Solving process are: - Rush instead of thinking & acting fastly ; - Think too much and keep in the planning phase for many "good" reasons (meanwhile the problem has changed) ; - Run alone and not empower the team (no participative approach).
Hi, I would like to know how do you help new hires quickly get your business values? Thank you.
Hello, I would like to know how do you delegate an important assignment to others while ensuring that it will be completed successfully? Thank you in advance.
What to do if our supplier is not responding regularly and is not actively involved in our project?
How can emotional intelligence be used in the workplace?
Hello, I would like to know, .
Do you know any story of a Customer Support Specialist making a successful transition into a Business Analyst position? What were the key factors of their success?
ITIL 4 moves away from an emphasis on IT delivering services to, often times, internal business customers to a focus on IT, along with all other areas of an organization, coming together to rapidly deliver valuable products and services to customers.
According to ITIL 4, roles and responsibilities can be categorized or combined in many numbers of ways, depending on the organizational structure
Version 3 of ITIL was released in spring of 2007 and differs from Version 2 in its approach. Where Version 2 focuses on aligning business units with the IT organization using technology-oriented processes, Version 3 has a much stronger business focus and promotes IT integration into the business units. ITIL 4 has managerial approach in it.
ITIL, formerly known as the Information Technology Infrastructure Library, is the world’s most popular framework for IT service management (ITSM). Used across virtually every industry from technology to animation, ITIL is designed to help users align their IT services and business requirements, creating an atmosphere of continual service improvement that will ensure they can deliver the best end-products and services possible.
If stress grows into a chronic stage, it can lead not only to fatigue, irritability, but also to depression. Therefore, it is important to remove it or to learn to work with it.
Hello colleagues, I would like to ask question or rather open discussion on topic, which I suppose happens in a life of the PM.
I am curious, what will be first mistake (really common mistake) what will scrum master do on his first project or on beginning of every project.
How should be approached benefits for employees in scrum project methodology? Because some employees have in traditional project management more freedom, breaks reserved for gym or swimming or even more space to do their own stuff during working ours.
Hi, If you could only recommend 3 tools for portfolio management, which 3 would you select? Thank you.
A workplace prisoner is someone who indicates they will stay at their organization despite the lack of motivation to give their best effort and a lack of positive things to say about their company.
Nowadays we can see increasing number of employees leaving the company.
Chief "happiness" officer within company
Presenting your ideas with success
How to tailor time management training for leaders
Is high performer within a team always satisfied? When can a leader spot him/her?
Customer declares benefits expected in Business Case.
Motivation leads to success or failure
Organizational downturns, poor performance or loss of competitive advantage are usually attributed to inadequate leadership. Change in leadership attitude towards vision can make difference.