Followers Must Be Willing and Able I once volunteered for a local parachurch organization. They addressed an unmet need in our area, and I relished the chance to give back to my community. It wasn’t long before the executive director asked me to join the board of directors. I jumped at the opportunity, but what […]
Lead with Effectiveness and Manage with Success Leadership is the ability to cast a vision and draw others to you in a collective pursuit of that vision. The mark of leadership, therefore, is if you have followers. And the mark of great leadership is if you have committed followers. Conversely, someone with no followers is […]
Lead with Integrity and Manage with Confidence Transform your leadership. Transform your business. It’s time to step up and become the kind of leader your business needs … the kind of leader you were destined to become. In Sticky Leadership and Management, Peter Lyle DeHaan, PhD breaks down what it means to lead with integrity, […]
Answering Services Should Seek to Diversify Their Service Offerings By Peter Lyle DeHaan, PhD I’ve often encouraged telephone answering services to expand their service offerings. One option is to become a multichannel provider. A wise approach that aligns with the core mission of facilitating client communications is to handle additional channels. This can include email […]
By Peter Lyle DeHaan, PhD I’d been thinking about it for quite some time. However, that little voice inside said, “Today is the day.” It seemed simple enough. I was going to move my computer monitor on my desk: a whopping eighteen inches. Six years ago when I set up my office, I spent a […]
By Peter Lyle DeHaan, PhD It was a lazy summer afternoon, a Friday. Things were a bit slow at the office and upper management had all left to get an early jump on their weekend. I, being a front-line manager, did not have that luxury. Besides, I had work to complete before the weekend. My […]
By Peter Lyle DeHaan, PhD There has been a great deal of change in the DeHaan household over the past year. Last summer Laura and Chris were married, with Laura moving out of state and looking for a new teaching job. Plus, they both started graduate school last fall. This spring, Dan and Kelli graduated […]
By Peter Lyle DeHaan, PhD Two decades ago, as a first-time manager, I was green and had much to learn. Management had looked easy when viewed from the outside. Many times had I assured myself that, given the opportunity to lead, I would never make the same seemingly dim-witted, hasty, or unwise blunders that I […]
By Peter Lyle DeHaan, PhD Last month, in part one of this article, we discussed Benchmarking. The premise was that there is value in being able to statistically compare your call center with other centers. Taking that concept to the next level, there is the more intense and equally more valuable Business Improvement Group. Business […]