Russell DeWitt Articles

Power of the Spoken Word - Click To Read Article
Solomon once wrote, "Pleasant words are as an honeycomb, sweet to the soul and health to the bones." This article shares a small tale of how one heart reached out to another in an unlikely place. Leaders cannot underestimate the awesome influence that can be made by what one person says.

Needling for the Need - Click To Read Article
This article shares a brief tale wherein one service oriented person dared to get to the heart of a matter and unearthed the customer's want. What follows is a brief exercise that may be performed in a staff meeting.

Practice Preparedness: Service Recovery - Click To Read Article
This article shares a tale on how one leader prepared for service recovery. Additionally, a group exercise is provided to challenge a department to discuss and provide service recovery for your customers.

Connecting with a purpose Part 1 - Click To Read Article
This article is designed primarily for a health care setting. Nevertheless, the principle may be applied in any industry. This may be used as a "food for thought" item as a manager facilitates a meeting.

Person First Language - Click To Read Article
Frank Barron said, "Never take a person's dignity: it is worth everything to them, and nothing to you." (thinkexist.com) This can begin as early as how an individual is addressed. This article provides a reminder on adressing other individuals as people rather than labels. The article is designed for a facilitator to include in a staff meeting.

Connecting with a purpose Part II - Click To Read Article
This article shares an act of kindness from a group who seeks no praise. It is encouraging to know that deeds like this are performed every day. It would be nice to hear these as often as we hear what's shared from the evening news.

Connecting with a purpose Part III - Click To Read Article
This article provides a glimpse into the heart of one person. He has the potential to move far vocationally. He chooses to remain in his role as a customer service representative on the telephone. Here's why.

Connecting with a purpose Part IV - Click To Read Article
Perhaps we ought to challenge the way people view the ordinary. This article shares how one young man did just that.

Connecting with a purpose Part V - Click To Read Article
The article continues the theme of challenging how we approach the apparant mundane.

Go ahead. Ask for help. - Click To Read Article
This article shares the results of a study on the theme of asking for help. This is designed for facilitator's use in a staff meeting.

What are you doing...outside of the office? - Click To Read Article
This article challenges one to be cognizant of conduct immaterial of our whereabouts. This is designed for a facilitator to use in a staff meeting.

Honoring your promises are highly profitable - Click To Read Article
This article provides a demonstration of the impact of honoring one's spoken commitment. It is designed for a facilitator to use in a staff meeting.

The value of assessment & constructive feedback - Click To Read Article
This article demonstrates the significance of being measured and receiving beneficial analysis on individual performance.

What provokes you to give back? - Click To Read Article
This article delves into a study conducted 37 years ago on what actually motivated people to provide assitance to another. Although almost four decades old, the tale is fascinating. This is quick, simple, powerful, and provides a small group discussion for small staff meetings.

Be on time - Click To Read Article
This article shares the sentiments of former president George Washington concerning punctuality. Additionally, there are some interesting facts concerning time and the workplace. The article includes a team exercise that may be facilitated in a small group staff meeting.

Customer preception of waiting - Click To Read Article
This article shares the results of a study conducted at The School of Business and Economics at North Caroline AT&T University. The report focused on the customer's perception of delay before receiving services. A small group activity is included for the purpose of discussion of what your site/department/business can do to affect customer satisfaction.

Sharing best practices company-wide - Click To Read Article
Can the IT department really benefit from ideas given from Sales? Can Marketing really get great results if they listen to tips from the mailroom? This article shares what some succesful firms have done concerning the interdepartmental sharing of ideas. An exercise is included for discussion in staff meetings.

The powerful skill of listening - Click To Read Article
Out of the mouth of babes a lesson is brought concerning the forgotten skill of listening. It is amazing how one small child teaches more in a few moments than what can be gained from hours in a professional seminar. A exercise to be carried out in a small staff meeting is included.

A de-escalation technique - Click To Read Article
In our struggle for constructive communication, much frustration comes from the failure to listen. This brief article addresses this subject. A brief group exercise is included for a facilitator to carry out in a small staff meeting.

Give the customer more than what is asked - Click To Read Article
This article delves into the foresight and initiative shown in giving the customer more than what is asked. The customer loves it when something was provided without having to ask for it. A short small-group exercise is included.

No Excuses - Click To Read Article
This article visits a powerful advertisement released by Nike'. The theme of the commercial deals with excuses. A couple questions are added for small group discussion.

Building Confidence - Click To Read Article
Zig Ziglar said, "You are the only person on earth who can use your ability." We are all blessed with unique abilities, but all too often, our confidence may be challenged. This article deals with the issue of confidence and provides tips (as written from BNET) on how to build confidence in self and in those who are on your team.

Your work environment leaves an impression...of you - Click To Read Article
Like it or not, many do "judge a book by its cover." In many ways, our work environment is a reflection of who we are, how we work, and how we may treat others. This article addresses the work environment as well as providing tips on sprucing it up.


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