I just attended a workshop by Lou Carloni of SMBC Incorporated, hosted by PSA in Hunt Valley, MD.
To start, Lou identified good listening as the missing ingredient in communication within most business cultures. Listening facilitates good communication, which builds Trust, which leads to Job Satisfaction, which in turn builds Morale. And we know, satisfied team members means Satisfied Customers. Lou endorsed Chick-Fil-A and Wegmans as great examples of success on this Continuum.
Next, Lou walked us through a matrix using Willing [Potential] and Able [Performance] to discern the ‘dead wood’ and the ‘key players’ in your organization. Drop the dead wood, and invest in the A players.