Listen in as Dawn Shuler talks about an actual positive customer service experience with one of the often-vilified cable communications companies.  She explores one of her favorite topics, customer service, and how to create a great experience for your organization’s customers and clients.

Other related podcast episodes:  Forward motion, Onboarding new customers, Delivering Excellent Customer Service – Part I, and Delivering Excellent Customer Service – Part II.

The post Episode 112 – Does your customer service create a sacred bubble? first appeared on The Shuler Group LLC.

Just like we say team bonding isn’t the same as team building, ping pong tables at work aren’t necessarily the same as creating a quality job.  According to research by Deloitte, 94% of executives and 88% of employees believe a distinct corporate culture is important to a business’s success. Deloitte’s survey also found that there is a strong correlation between employees who claim to feel happy and valued at work and those who say their company has a strong culture.  How are you creating a positive company culture?

The post Episode 111 – Positive company culture isn’t about ping pong tables first appeared on The Shuler Group LLC.

If you have employees who are overworked and overwhelmed, do they feel they can speak up? Do they think it’s their fault for not being productive or efficient enough? Are you helping them feel good about their performance?  Communication is a two-way street, AND employees and staff have to feel safe to speak up.

Other podcast episodes mentioned:  What company culture are you creating?, What your communication says about your organization, and Employee engagement as a two-way street

The post Episode 110 – You need to speak up first appeared on The Shuler Group LLC.

What do you do if management or leadership in an organization is abusive? What are the options?  With special guest and fellow trainer Mark Shuler, Dawn explores the similarities of the cycle of violence in a personal relationship to an organization.  With a master’s in clinical psychology and over 20 years running a private therapy practice, Mark brings his knowledge of family systems, relationships, functional and dysfunctional communication to this eye-opening and somewhat disturbing problem.

Other podcast episodes referenced:  Culture of shame and The light bulb has to want to change

The post Episode 109 – What do you do if leadership is abusive? With special guest, Mark Shuler first appeared on The Shuler Group LLC.

Systems are crucial for the strong running and longevity of any organization.  Another way to think of systems is the acronym – SYSTEM – Save Your Self Time Energy Money.  In today’s episode, Dawn Shuler shares different ways the need for systems to show up, and how having great systems sets an organization up for success and sustainability.

Other podcast episodes referenced:  The top 5 books you must read, How you process the world, and Manage expectations.

The post Episode 108 – Are your systems lacking? first appeared on The Shuler Group LLC.

Organizations can have all sorts of problems, from high employee turnover, toxic bosses, departments that don’t communicate across departments, and more.  However, if there’s no desire to change, it doesn’t matter if solutions would solve all those problems and provide benefits.  It takes courage to be willing to change.

Other podcast episodes referenced:  Gap analysis and Interview with Sylvia Henderson, CEO of MindTeam Solutions

Resources referenced: Company Climate Inventory

The post Episode 107 – The light bulb has to want to change first appeared on The Shuler Group LLC.

Today, Dawn Shuler revisits the topic of engagement as a two-way street – equal responsibility for both the employee and the manager.  She also mentions the 3 needs that trigger discretionary effort (meaning that the employee *wants* to make the effort), positive leadership, and the connection between engagement and thriving.

Resources mentioned:  The Collaborative Employee Engagement Model

Other podcast episodes mentioned: Collaborative Employee Engagement Model, The Deeper Why, and Environmental Fit

The post Episode 106 – You are responsible for engagement first appeared on The Shuler Group LLC.

Do you realize the din that is all around us? Apps on our phones, news, family obligations, the cry to be healthier, even our own hobbies…. it’s a constant din. So how do you counteract it? What if you created a culture that 1) acknowledged the din, and 2) proactively advocated for reducing the din? What would that do for your engagement, productivity, and results?

Other episodes referenced:  Are you purpose driven? and Why employee engagement is something you must focus on

The post Episode 105 – Are you counteracting the din? first appeared on The Shuler Group LLC.

At the heart of every email, meeting, project, department, organization, or initiative is … what is its purpose?  While you may not consider yourself to be particularly purpose driven, listen in as Dawn Shuler explains the POM (Purpose-Outcome-Method) model and how it can be applied to everything, even vacations.

Other episodes referenced:  Deeper Why and Forward Motion

The post Episode 104 – Are you purpose driven? first appeared on The Shuler Group LLC.

You survey your employees. You ask them if they have job satisfaction, if they’re professionally challenged, if they can see themselves at your company in the next three years. But that’s not the real question you’re really asking. Listen in to today’s episode as Dawn Shuler reveals what you really want to know.

Other podcast episodes referenced:  What do your employees really think about working at your company? and The right people in the right seats

The post Episode 103 – The real question you want to ask first appeared on The Shuler Group LLC.