Posted on August 31, 2020
Exit vs Stay Interview While nearly every organization conduct exit interviews for departing employees, we do something completely different. We hold “stay interviews.” We ask team members how we can help them do their job better, while they are still working with us. Then we are not blindsided by a harsh truth that we may […]Read More
Posted on August 24, 2020
Bad Luck? Maybe. Some team members who fail to live up to expectations may not be poor performers. They may just be having a streak of bad luck. We consider that possibility when we talk with them about their performance. For example, on a recent inbound call center project, one of our newest team members […]Read More
Posted on August 17, 2020
Coaching in the Workplace Even though COVID-19 may disrupt this year’s Major League Baseball season, the rules of the game can still help our team members at Dasher hit home runs. It can also help team members who are not consistently stepping up to the plate. We have high expectations for each team member. If they […]Read More
Posted on August 10, 2020
Listening to Understand vs. Listening to Respond When a once-reliable employee grows resentful or self-destructive, our listening has to be keen and judgment-free. We at Dasher live by the adage that everyone has two ears and one mouth because we should listen twice as much as we talk. And it’s no coincidence that the letters […]Read More
Posted on July 27, 2020
“Stop, Look, Listen” On the rare occasion when a team member fails to meet expectations, a manager’s first inclination may be to “use their words.” They may deliver a harsh rebuke, launch into a pointed interrogation, or even impose immediate sanctions. In the Dasher culture, our first move is not to lecture, but to try […]Read More
Posted on July 13, 2020
Trauma and Lessons Because trauma affects everything we do, we incorporate an awareness of trauma into everything we do. That is why our senior team has completed trauma education, and our training incorporates that sensitivity. It may seem counter-intuitive, but though the pandemic has decreased our work volume, we continue training at the […]Read More
Posted on July 06, 2020
We All Fall for It One of the key lessons in our computer training involves helping our team spot phishing attempts. Most people think they are too smart or computer-savvy to fall victim to an online informational predator. But even the best of us can unwittingly take the bait. I admit I fell prey […]Read More
Posted on June 29, 2020
Identity theft and the privacy of health care information are serious issues. If a hacker ever broke into your computer or your health information has ever fallen into the wrong hands, you know that the fallout can be devastating. To avoid these common dangers, we train our team all the time to be aware […]Read More
Posted on June 22, 2020
Communication- Cascade of Messages Communication is the lifeblood that pumps through our business’s circulatory system. Because of the way we manage, our senior teams frequently launch what we call “cascading” messages. These messages appear on the agenda of our teams’ regular meetings and roll down through all team members. These bite-size missives are […]Read More
Posted on June 15, 2020
As the COVID-19 shutdown endures, the anxiety it brings is rising like an uncontrolled fever. I understand. At Dasher, we are finding innovative ways to heal the hurt for our team. During this pandemic, people are feeling trapped in their homes. Trapped by their unpaid bills. Trapped by job losses. They are stressed […]Read More
