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The Emotional Challenge of Customer Service

Idea posted: January 2019
  • Learning & Behaviour

While high emotional intelligence helps people succeed in emotional labour jobs (where managing one’s emotions and the emotions of others is key), a variety of EI competencies are particularly important for customer service personnel.

Idea #726
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Photo by Ayo Ogunseinde on Unsplash

Why Self-Confident Women Have Less Influence than Self-Confident Men

Idea posted: October 2017
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

A new study shows that the appearance of self-confidence resulting from high performance gives men greater influence in their organizations. The same is not true for women, who in addition to appearing self-confident must also demonstrate active concern and support for others. 

Idea #675
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Renaissance chess pieces (Source: Pixabay)

How to Stay Ahead in the Game of Office Politics

Idea posted: October 2017
  • Leadership & Change
  • Learning & Behaviour

Despite its negative connotation, office politics is a fact of workplace life. Successful people are politically savvy but also driven by integrity and authenticity. Vlerick Business School offers a guidebook for navigating the landscape of office politics without losing that authenticity.

Idea #678
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Minority superhero, State Dept./Doug Thompson (Source: Wikimedia Commons)

How 'Power Recall' Is an Effective Technique When Easy

Idea posted: July 2017
  • Learning & Behaviour

Recalling a past experience of power does not always have the intended effect of making people feel more powerful. A new study indicates that the effort required to recall the power episode may be the reason this technique can fail. 

Idea #662
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Walter and Alice Greaves on the Embankment, Walter Greaves, c.1880-90 (Courtesy: Tate Britain)

High Social Class Helps Men Get Jobs, But Not Women

Idea posted: June 2017
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

A new quantitative study proves the advantage that employers give to candidates from a higher social class. For high-class women, however, this advantage is negated by employers’ perception that they are less committed to a career. 

Idea #658
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Brave New Workplace

Three Generations of Young Professionals Reshape the Workplace

Idea posted: March 2017
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

Three generations of young professionals and emerging workers — Gen X reaching the higher levels, Gen Y bringing their focus on purpose and cause, and Gen Z just breaking in — create both challenges and opportunities for the 21st century workplace.

Idea #646
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The Money Changer and His Wife, Marinus Claesz van Reymerswaele, 1539 (Courtesy: Prado Museum, Madrid)

Women Do Ask For Raises — But Don’t Get Them

Idea posted: October 2016
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour
  • Operations

A new study debunks two claims — that women are afraid to ask for raises and that this reticence is based on a fear of disrupting workplace relationships — which have been used to blame women, in part, for the gender disparity in pay. Women do ask for raises, but are more likely to be refused than men. 

Idea #628
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Recensio staff group portrait, Frank R. Snyder (Source: Wikimedia Commons) 

Learning Power: Learners Must Take Control

Idea posted: October 2016
  • Learning & Behaviour

A new model of learning power, based on 15 years of data, emphasizes the responsibility that individuals must take for their own learning. The new model unveils the complex relationships among the learning power dimensions, from mindful agency (self-determination and initiative) to openness to learning to relationship dimensions such as collaboration and belonging. 

Idea #634
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Vertical Leadership Development Explained

Idea posted: September 2016
  • Leadership & Change
  • Learning & Behaviour

Most leadership development is focused on adding new tools and competencies, what might be called ‘horizontal development.’ However, ‘vertical development’ — developing, updating or changing a leader’s mindset and mental models — is equally important. Vertical leadership development is contingent on three conditions: ‘heat experiences’, ‘colliding perspectives’, ‘elevated sensemaking’.

Idea #623
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Grand Parade (mosaic) Fernand Léger, 1958, National Gallery of Victoria

Meritocracy at Work: Well-Intention Systems Can Cause the Reverse

Idea posted: August 2016
  • Leadership & Change
  • Learning & Behaviour

If managers believe, because of formal performance evaluation and compensation systems, that their organization is meritocratic, they are ironically more likely to engage in less meritocratic behaviour. Researcher Emilio J. Castilla of MIT’s Sloan School of management calls this “the paradox of meritocracy.”

Idea #620
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The seven dwarfs, Snow White, 1937, produced by Walt Disney Productions (Source: Wikimedia Commons)

Motivation Profiles: Pay and Reward Vs Fulfilling Work

Idea posted: June 2016
  • Strategy
  • Leadership & Change
  • Learning & Behaviour

Building on four types of motivation, a new survey helps identify different profiles of motivation for managers, offering a mix of extrinsic (e.g. salaries) or intrinsic (e.g. fulfilling work) rewards. The profiles reveal how the different motives of managers impact their job attitudes. 

Idea #609
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A Rakes Progress, William Hogarth, 1732-33, in this second painting Tom is at his morning levee (Courtesy: Sir John Soane's Museum, London)

Social Skills Valued Most in Today’s Workplace

Idea posted: April 2016
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

The most valued jobs and occupations in the labour market are those that require social skills — that is, the ability to work with others — or even better, a combination of social and cognitive (knowledge-based) skills.

Idea #600
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I am Superman, by Helgi Halldórsson from Reykjavík, Iceland (Source: Wikimedia Commons)

Forget the Hero: Leadership as Day-to-Day Processes, Practices and Interactions

Idea posted: March 2016
  • Leadership & Change
  • Learning & Behaviour

Leadership is often defined in terms of individuals with personality traits and attributes that allow them to inspire their followers. A team of researchers offer an alternative perspective on leadership: leadership as ongoing processes and practices, organized by people through their interactions in the mundane day-to-day operations of an organization.

Idea #590
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Detail from Les Très Riches Heures du duc de Berry, July, c. 1412-1416 (Courtesy: the Musée Condé, Chantilly)

Companies Must Be Sincere About their Flexible Work Arrangements

Idea posted: November 2015
  • Learning & Behaviour

The accepted wisdom is that by helping employees to achieve an optimal work-life balance, flexible work arrangements (FWAs) — theoretically at least — help to increase employee work engagement and commitment to the organization. A new study, showing an inverse relationship between FWAs and work engagement over time, reveals that offering FWAs without a supportive employee culture in place becomes an empty gesture.

Idea #567
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Millennials 6: Attitudes Differ Based on Age and Gender — Sometimes

Idea posted: October 2015
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

A global survey of Millennials from around the world looks at the impact of age and gender on attitudes related to issues such as work-life balance, greatest fears, and retirement. (Editor’s Note: This article is based on Part 6 of the survey.)

Idea #560
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Millennials 5: Attitudes and Aspirations in Different Regions of the World

Idea posted: October 2015
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

Millennials, poised to become the biggest generation in the workforce and the leaders of tomorrow, are less homogenous in attitudes and aspirations than commonly believed. A global survey of Millennials highlights the differences among this generation in the different regions of the world, and even with different countries in those regions. (Editor's Note: this article is based on Part 5 of the survey.)

Idea #559
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Marble relief of the Roman Praetorian Guard c50AD (Courtesy: Louvre-Lens Museum, Lens, France)

Transformational Leadership Extra Effective When Employees Have High Self-Esteem

Idea posted: September 2015
  • Leadership & Change
  • Learning & Behaviour

Transformational leadership is key to helping employees reach their full potential. This is especially true, according to new research, for high core self-evaluation (CSE) employees, whose job satisfaction and organizational commitment is significantly strengthened under the influence of transformational leaders. 

Idea #547
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Henry the Navigator leading Vasco da Gama, Magellan and others. Monument of the Discoveries, Lisbon, Portugal (Source: Wkimedia Commons)

What Does It Take to Develop Globally Competent Leaders?

Idea posted: August 2015
  • Strategy
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

Most companies recognize the importance of training top leaders in global competence skills, according to a new survey of more than 300 HR professionals. Many companies, however, are unsatisfied with their leaders’ and potential leaders’ skills in this area. A variety of methods can help build multicultural sensitivity and other global capabilities. 

Idea #541
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Who We Call and Why in Uncertain Situations

Idea posted: July 2015
  • Leadership & Change
  • Learning & Behaviour

When facing uncertain situations of threat or opportunity, people will call on their contacts to help them meet the threat or take advantage of the opportunity. New research shows that how many contacts they call can be influenced by such factors as their rank in the organization, whether they have an internal or external locus of control, and the type of threat or opportunity that the uncertainty represents.

Idea #529
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Starting blocks at the 2012 IAAF World Indoor Championships in Athletics (Source: Wikimedia Commons) 

Competition Among Peers Key to Managerial Promotions

Idea posted: July 2015
  • Leadership & Change
  • Learning & Behaviour

Experience, expertise and network contacts will help secure promotions for those seeking middle management positions. Surprisingly, networks are no help for promotions to senior management positions. The most important criteria for either middle or senior managers seeking promotion is how well they fare compared to their colleagues.

Idea #535
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Millennials 4: Value Work-Life Balance But Are Willing to Work Hard for Their Careers

Idea posted: July 2015
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

Stereotypes about Millennials can oversimplify nuances, especially if preferences among different regions of the world are not taken into account. A new global survey of Millennials shows that work-life balance is important, but Millennials are still willing to work hard to advance their careers or achieve leadership roles. (Editor’s Note: This article is based on Part 4 of the survey.)

Idea #533
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Millennials 3: Who and What Influences Career Choices?

Idea posted: June 2015
  • CSR & Governance
  • Learning & Behaviour
Institutions: INSEAD

According to the stereotype of Millennials, social media, friends, and family are the most important influences on career choices. A survey of 16,000 Millennials around the world discounts the stereotype. Millennials are finding opportunities and making choices on their own, without leaning on parents, friends or social media friends. (Editor’s note: This article is based on Part 3 of the survey.)

Idea #522
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Alice and the Queen of Hearts

Bossy: What’s Gender Got to Do with It?

Idea posted: May 2015
  • Leadership & Change
  • Learning & Behaviour

Bossy is not a synonym for assertiveness, or other positive executive leadership skills, and women are labelled bossy in the workplace more often than men are. But what lessons can be learned — for both genders — from  this blatant, and damaging, double-standard?

Idea #511
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Millennials 1: A Diverse Generation Often Misunderstood

Idea posted: May 2015
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

A new study of Millennials across the globe confirms some common assumptions about this generation while proving other stereotypes wrong. The most important lesson, however, is the heterogeneity of this generation, which is overlooked by employers. (Editor's Note: this article is based on Part 2 of the survey.)

Idea #515
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Early morning water circuit training session at Pope Army Airfield, N.C., 2015 (Source: Wikimedia Commons)

Psychology-based Training Incentives Motivates Workers

Idea posted: April 2015
  • Learning & Behaviour

A one-time financial incentive based on proven psychological techniques can motivate employees to voluntarily make a commitment to long-term training, new research shows. 

Idea #510
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Promotion Vs Compensation: Managing Employee Careers to Benefit the Organization

Idea posted: March 2015
  • Strategy
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

The best companies recognize that personnel policies are interdependent. The decision to promote worthy individuals, for example, cannot be made in a vacuum. Is there room for more managers at the next level? A new mathematical model reveals how decisions on hiring, demoting, promoting, retaining and compensating employees must take into account factors such as the organizational chart and firm size.

Idea #501
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'Remnants of an Army' by Elizabeth Butler, 1877. Portraying William Brydon, the only survivor the evacuation from Kabul in January 1842. Ferens Art Gallery, Hull

Learning from Expatriate Experience After the Return Home

Idea posted: March 2015
  • Strategy
  • CSR & Governance
  • Learning & Behaviour
  • Operations
Institutions: IESE Business School

Expatriates who return home bring with them the knowledge benefits of the relationships that they made during their international assignments. New research shows that these knowledge benefits continue even after the assignment because the expatriate still has the connections with his or her former colleagues in the international host office. 

Idea #493
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Shakespeare's Prince Hal (Henry iv part 2). The Gower Memorial, Stratford (Source: Wikimedia Commons)

Why First-Time Managers Need More Development Support

Idea posted: February 2015
  • Leadership & Change
  • Learning & Behaviour

First-time managers, according to a recent survey, face a variety of leadership challenges, the most difficult being leading teams effectively, learning to be a better leader, and (mentioned by nearly 60% of respondents) being able to assert your authority over former peers while maintaining positive relationships. Organizations, focused on executive development, need to put more money into leadership development for first-time managers, especially in these three areas.

Idea #487
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Charles Dickens' Oliver Twist, an illustration for the 1898 Swedish edition by James Mahoney

Bullying Bosses: Don’t Just Take It, Fight Back

Idea posted: February 2015
  • Leadership & Change
  • Learning & Behaviour

Employees victimized by a bullying boss should not accept to be victims. While they may think that fighting back will make matters worse, a new study shows that employees who refuse to accept the abuse feel better about themselves, their jobs, and their career prospects than those who accept their ‘victim identity’.

Idea #488
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How Early Work Experience Shapes Later Leadership Outlook

Idea posted: February 2015
  • Leadership & Change
  • Learning & Behaviour

The context of an employee’s first job — specifically, whether occurring in good or bad economic times for their companies — can have a surprising impact on subsequent performance. Employees who learn the skills and habits required to succeed during economic downturns are more likely succeed when the future matches their early work experiences. The reverse is also true: workers whose first jobs occurred during times of abundance encounter greater success in the future during economic upturns.

Idea #480
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