Tag Archives: responsibility

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Take responsibility

Leadership Habit 49: Give or Take Responsibility

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A common leadership and supervisory practice is to assign responsibility. One of the problem areas for many people in a supervisory or management role is holding others accountable. In your role, whether supervisory or not, do you give, or take responsibility?

In the earliest years of my career, I can remember telling my boss at the time that I craved responsibility. Looking back, what I probably really meant is that I wanted to be in control. It is funny how we mature and grow. I smile thinking about that time in my life.

Oversight and Metrics

Assigning responsibility and holding yourself and team members accountable are an important part of leadership. Some organizations and cultural philosophies are loose and don’t have many metrics or measurements. Others live, breathe, or die, by extensive oversight through measurements.

Metrics and measurements are important, but we may pause and ask, “For whom?” The best answer may be, “For everyone.” The reality of how this shakes out in organizational psychology may position things a little differently.

You can certainly give or assign responsibility. Many in the workforce wait patiently to be provided with the next task. When they aren’t provided, they aren’t productive. Often they will just wait.

These people only follow. This isn’t necessarily bad, it may be about style, respect, or in some cases a lack of motivation.

Successful organizations today probably need more leaders. That isn’t the same as more chiefs, but more people with high initiative and who jump in and get things started and finished.

Take Responsibility

There is a different story about responsibility though. Responsibility often isn’t about giving. Responsibility may be more about taking.

When someone is nervous or afraid of the big task in front of them, we may say, “You’ve got this!” Of course, the desirable affect is to inspire confidence and commitment to the task in front of them. This often works, but it is much different from them saying, “I’ve got this!”

In the workplace, or in life, people can give responsibility. However, success is much more likely when people take it.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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customer service responsibility

Is It Your Customer Service Responsibility?

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Some businesses and organizations believe that their only responsibility is to offer the product or service. The thinking may be that when you build it they will come. Is there something more? What is your customer service responsibility?

You can make a plan. You can give it timelines and milestones. Perhaps you will chart it, graph it, and measure its effectiveness. You can tell everyone on the team the proper behaviors, update them on policy and procedure, and question them on their understanding. Will that make it happen?

The easy (and safe) answer is that it might. Many organizational leaders still struggle to understand though why the ball gets dropped.

Choices and Actions

Everything thing we do every day is about choice. Employees will come to work by choice. They’ll choose their mind-set, behaviors, and actions. There will also be ground breakers, rebels, and rule testers. We know that the trick is to have the right people, but is there something else missing?

What may be missing is the right culture. It is all about the culture. Tradition, the atmosphere, and the organizational climate guide every rule, decision, action, behavior, reaction, and opportunity.

The first question to ask isn’t how well the people are trained, it is probably better to be asking about their readiness. Is the entire organization ready to be responsible for the customer experience? Not just the front line, not just sales, or the department we fondly call customer service, everyone.

Customer Service Responsibility

What makes a difference for the customer experience is when the right people are on the job, the training has taken place, and the culture of the organization is ready.

Ready for what you may ask, ready to take responsibility. You can plan for a large possibility of customer interactions. Building the product is important, establishing the workflow matters, and every touch point represents a chance to set the standard.

Regardless of the business sector, it all matters. The decision to act, to be a part of the customer experience, to engage, connect, to share, and especially to lead is the opportunity.

It is all there, ready to be taken. Many people will follow the model. The model exists within the culture. Cultures don’t build models, models build culture.

Become the (role) model, it is an opportunity, but more than that it may be your customer service responsibility.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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5 Tips To Spice Up Your Motivation

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Do you ever wonder how some people find the energy or motivation to keep pushing? Have you ever felt like you were once very motivated but now not so much?

business people in a meeting at office

Motivation has much to do with your mind-set and your mind-set is created, built, or maintained by your reactions or interactions with everyday life. Would you like to spice up your motivation or bring back the pep to your step?

Here are 5 tips that will help:

  1. Change your input. As a one-time computer programmer I remember the days when we talked about GIGO (garbage in, garbage out) and the same is true for your motivation. If you are chronically plagued with naysayers and negativity it will be difficult for you to break free to become more motivated. Consider reading a book that excites you, watch a movie or YouTube video, or subscribe to a blog that gives you daily motivation and inspiration.
  2. Celebrate others. Sometimes you might find yourself feeling a little trapped and unable to break free from what seems like your fate to underachieve. Look around you and find others who are experiencing emerging success. Instead of feeling envy, help them to celebrate their success, congratulate them, and build them up. You might be surprised to learn their achievements have not come easily and you’ll find new ways to achieve more.
  3. Focus on your purpose. Consider why you do what you do or why you are pursuing your goals and objectives. For example, the purpose of your job might not be about earning money, it is about providing for your family or paying for the house or that car you love so much. Find meaning in what you do, go deeper to understand why, and consider that sometimes your purpose is about the journey not the end result.
  4. Talk with others. I sometimes joke with people that they should find two people who are motivated, join them, and act like a crowd. You can walk into a room and feel the energy, or you can feel the defeat. Surround yourself with people and situations that are uplifting not downshifting. When you feel a bit of their excitement it will often renew your own.
  5. Take a break. Persistence is something that will definitely make a difference for your life, but like most living things we also require sleep, nourishment, and sometimes a mental or physical break. Doing things in smaller pieces instead of all at one time not only helps to keep things in perspective but it also improves the quality. Consider where you’re going, and that you probably can’t get there in one fell swoop, so step back from time-to-time, get some rest, and refresh.

Motivation is a very individualized process and sometimes people get very motivated by pushing harder, working harder, or even focusing on things that they don’t like or that make them angry. The great news is that it is your choice, and you get to decide what motivates you the most, or motivates you in a particular situation.

If you get a burst of energy from proving you can do 25 pushups because somebody told you that you couldn’t, then go for it. If you get a burst of energy from watching a Rocky Balboa marathon on television, then watch it. If you feel alive and excited by making a difference for someone else that might be in greater need than you, then do it.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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