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The Working Supervisor's Support Kit is a collection of information and tools to help working supervisors do a better job. It's based on what Wally's learned in over twenty years of supervisory skills training.

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Here are five choice articles from the business press to start off your workweek. I'm pointing you to articles about treating guests like (gasp!) guests, better communication, the inner life of leaders, why your office isn't Google, and the lack of long term talent management strategies.

From the New York Times: A Hotel's Secret: Treat the Guests Like Guests
"LUXURY hotels vie for bragging rights to the best amenities and the most awards, hoping that these assure repeat visits, higher occupancy rates and increased room rates. But top hoteliers contend that the real secret to success is providing the best 'guest experience.' LUXURY hotels vie for bragging rights to the best amenities and the most awards, hoping that these assure repeat visits, higher occupancy rates and increased room rates. But top hoteliers contend that the real secret to success is providing the best 'guest experience.'"

Wally's Comment: What a concept! Treating guests like guests! Turns out they like it. This post reminds me of Danny Meyer's excellent book, Setting the Table.

From Kiplinger: Six Secrets of Top Communicators
"In 19 years as host of Work With Marty Nemko, a radio show on an NPR affiliate in San Francisco, I've interviewed people with varying skill levels of communication. And even most of the good ones could learn a thing or two. Taking your skills to the legendary level can help not only in public speaking, but throughout your worklife."

Wally's Comment: Good, simple, practical advice.

From HBS Working Knowledge: The Inner Life of Leaders
"To what extent does a leader's inner life affect his or her behavior and actions toward other people? HBS professor emeritus Abraham Zaleznik, skilled in the practice of psychoanalysis and an admirer of the insights of Sigmund Freud, is well positioned to study the question."

Wally's Comment: Whether you think much of Freudian analysis as applied to management, or not, this is an insightful interview.

From the Welch Way: Why Your Office Isn't Like Google's
"In our eyes, empowerment is one of those concepts (like "creative destruction" and "collaborative work teams") that, as books are written and consultants move in, gets surrounded by more hype than honesty. As an antidote, we offer three hard facts about empowerment, none of which should lessen its worth, only clarify its reality."

Wally's Comment: This is pure Welch, no nonsense insight.

From Workforce Management: Many U.S. Firms Lack Long-Term Talent Strategy
"Despite the prolonged economic downturn, it seems most companies aren’t giving much thought to protecting their talent if the economy continues to worsen."

Wally's Comment: Too many companies' idea of talent management is chasing after the latest fad, like the abomination of the supply chain model, instead of buckling down to the hard work of recruiting, training, developing, and retaining the best people possible.

Wally's Working Supervisor's Support Kit is a collection of information and tools to help working supervisors do a better job. It's based on what Wally's learned in over twenty years of supervisory skills training. Click here to check it out.

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Wally Bock has helped people learn to be great bosses for more than a quarter century. His latest book, Performance Talk: The One-on-One Part of Leadership, makes learning key leadership principles almost effortless by teaching through a story and providing lists of resources for further growth.

Click here to find out more about Wally's coaching services.

For weekly tips and resources pointers, check our Wally Bock's Three Star Leadership Letter.

Click here to find out more about having Wally speak to your company or convention.