I recently had an unsettling customer service experience when I went to pick up some dry cleaning. The employee behind the counter could not find my garments. Instead of apologizing or saying she would look into solving the issue, she muttered under her breath, “I hate working here.” Then she said things like, “I don’t know what they were thinking.” … Read More

I used to picture innovation as something mysterious that would happen in a scientist’s lab. But after working at a highly innovative company, I have learned that it is quite the opposite. In fact, the process of innovation is straightforward. We plan for it. But first, let’s be clear that creativity and innovation are not the same thing. What is … Read More

Death by suicide often renders a lot of silence, shame, and regret among family members, friends, and colleagues. Survivors are often left wondering if there was more they could have done to help the person who was suffering. They may ask questions like, “Why did this person do this?” “What if I could have done more?” or “What if I … Read More

[Excerpt from The Culture Question] Organizations can approach accountability in four distinct ways, as we explain with a model called the Accountability Grid (see image below). We’ve adapted this matrix from Ted Wachtel’s use of the Social Discipline Window, a conflict resolution tool. The four approaches are based on varying levels of both accountability and support: Ignoring: Avoiding problems we’d … Read More

One of the great joys of retirement is having more time (and perspective) to observe and reflect. As I consider the growth and development of my toddling grandchildren, I can’t help but note the extent to which they enthusiastically engage in an endless cycle of act, experience the outcome, receive feedback, learn. This iterative process is what translates a near-blank … Read More

Accountability is one of the pillars of a highly functional and healthy workplace culture. Simply put, accountability means that people take responsibility for what they say they will do and what they have already done. Accountability and trust walk hand in hand. When we do what we say we will do, we establish trust. When an employee commits to completing … Read More

Join our upcoming Women in Leadership Conference in Winnipeg, March 19-20, 2020 Working for equality in the workplace is not just about helping women gain a voice – it’s about allowing everyone to have a voice and a choice. My dad was the first of his five siblings to move away from his home and community. Fifty-six years ago, he … Read More

[Excerpt from The Culture Question] One often-overlooked strategy for creating a culture where people like to work is to consciously and consistently develop employees through mentorship. Investing in staff in this way creates opportunities for meaningful relationships, shows employees that they are valued, and allows them to develop their abilities, which will ultimately help the organization. A mentoring culture may … Read More

When I started as ACHIEVE’s Managing Director, our workplace culture was unhealthy. Our CEO was aware of this and wanted to do something about it. During my first week, he said “Eric, I know something is wrong with our culture, and your first job is to help us get healthy again.” Nothing like a good challenge to start a job … Read More

You have probably heard a lot of buzz around being trauma-informed as it’s a term that is becoming increasingly embraced. Many organizations are actively seeking out ways to ensure their programming and services are fit for this label, which means they are engaging in the following pillars of trauma-informed care: Awareness of the prevalence of trauma, and how common it … Read More