T-Mobile's revenue has more than doubled since John Legere become CEO in 2012, with a focus on customer needs a key factor, writes Aaron Pressman. "Reps are held responsible for the outcomes of their customer group, measured by metrics such as how frequently customers defect to another carrier or how often they call support, and reps and their managers are empowered to hand out service credits or alter bills," he writes.
Cross-cultural training is important for anyone who visits other countries or receives visitors from abroad, writes training expert Donna Steffey. "Utilizing awareness-in-action is also required -- the ability to read people around you and to know when it is necessary to self-correct or make amends for your mistake," she writes.
Every work culture has its pros and cons, so if yours is experiencing too much stress from competitiveness, it may be time to borrow concepts from a collaborative culture, writes Jesse Lyn Stoner. When red tape and dullness inhibit performance in a bureaucratic workplace, adopt approaches from startups, such as allowing more individual initiative, she writes.
The CEO must set a data-driven, bold benchmark for strategy sessions to avoid them becoming a battle over each department's interests, write Chris Bradley, Martin Hirt and Sven Smit. They recommend replacing annual strategy meetings with an ongoing discussion that focuses on a few key bets rather than diluting resources through many projects.
Speakers lose their charm when they are bogged down by too much detail, which can be because they're trying to show off or going too far into specifics for the audience, writes Anett Grant. "If someone asks, 'Could you give me an update on that project?' that's not an invitation to go through your work step by step," she writes.
Our brains need to be persuaded that new behaviors are safe, so practice daily for at least two months to develop a habit and avoid backsliding, writes Marcia Reynolds. "Asking for support and assistance can make you feel vulnerable, yet social support is important to help you override the emotions that can trigger your brain to give up your plans," she writes.
Frederic Laluyaux, CEO of Aera Technology, says some of his best decisions resulted from taking a chance on people. "Someone that doesn't have the necessary pedigree on paper, but has the grit, the talent, the energy, the intelligence, and you give those folks a chance to move up very fast and take more responsibility, you get rewarded so much with that," he says.
German biologists have discovered that a chemical released by injured African Matabele ants tells others to get them back to the nest for treatment, writes Camila Domonoske. Healthy ants then clean the wounds of their injured brethren, lowering their possibility of death by 70 percentage points, according to a study published Wednesday in the Proceedings of the Royal Society B.
The Senate rejected several immigration proposals Thursday, sending Republicans back to the drawing board. Sen. John Thune, R-S.D., is among those who want to extend the Deferred Action for Childhood Arrivals program, but President Donald Trump is opposing any deal that does not include more restrictions on visas and on legal immigration.
An Oregon Senate committee has advanced a bill that would permit state employees to report whistleblower concerns anonymously, though the committee added an amendment that would limit the bill's scope to four state agencies for the first two years. Senate Republican Office legal director Andrew Downs said the amendment was the result of "concerns over the depth and scope of the anonymous reporting process."
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