Front line employees are often required to ask customers for information without understanding why.  If they don’t know the rationale behind the questions, they are left to their own devices when responding to pushback.   In her Ted Talk, Tamekia Mizladi Smith, suggests that companies design frontline employee training around the acronym GRACE. That’s G-R-A-C-E.   Here’s what it […]

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A recent McKinsey & Company article delved into a report from Deloitte Global, where they interviewed two thousand C-Suite executives in nineteen countries, and found four types of leaders who are successful in this – the early part of Industrial Revolution 4.0. The Super Socials. These leaders have cracked the code of doing well by doing […]

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