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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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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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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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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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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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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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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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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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Edward Lloyd's Coffee House, where Lloyd's List was originally published in the 17th century (Source: Wikimedia Commons)

Constructive Networking: The Strategies of Players and Purists

Idea posted: February 2015
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD, ESCP

Research and experience tells us that networking improves individual and organizational performance. But how does it work and what dynamics are at play? This research helps us understand the strategies individuals use to build networks and uses specifics about individual’s attitudes, behaviours, and position to identify three networking archetypes - Devoted Players, Purists, and Selective Players. Understanding these archetypes can help organizations encourage constructive networking.

Idea #485
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Joan of Arc depicted on horseback in an illustration from a 1505 manuscript

Younger Generations Determined but Concerned about Leadership

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

The rising generation of young leaders have evolving expectations about leadership. Young leaders are ambitious and willing to work hard, but they also believe that great leadership does not necessarily require compromising work-life balance or authenticity. Organizations must adapt to these expectations if they want to attract the best and the brightest. 

Idea #477
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Two Big Black Hearts, Jim Dine, 1985, Bronze, courtesy deCordova Museum and Sculpture Park, Lincoln MA

Negotiate a Career with a Heart for You and Your Employees

Idea posted: November 2014
  • Strategy
  • Learning & Behaviour
  • Operations

A career with a heart goes beyond job satisfaction. It means being delighted with every job in your career. It’s waking up every morning excited to get to work. A career with a heart is a career that is self-directed, generates positive emotions and is integrated with overall life of the individual. Developing such a career takes hard work — and is built on a series of mindful negotiations. 

Idea #460
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Why High-Status Companies that Attract the Best Fail to Keep Them

Idea posted: September 2014
  • Leadership & Change
  • Learning & Behaviour

In the labour market, ‘high-status’ companies (the marquee names for people who want to work in that industry, such as Apple for high technology or Goldman Sachs for investment banking) will attract the best and the brightest employees — at least in the beginning of their careers. Once the résumé is burnished with the high-status employer, these employees are even more marketable, and often seek their fortunes elsewhere.

Idea #440
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'Envy' a detail from the 'Table of the Seven Deadly Sins' by Hieronymus Bosch, c.1485, Museo del Prado, Madrid

Turn Employee Envy into a Tool for Personal Development

Idea posted: August 2014
  • Learning & Behaviour
Institutions: INSEAD

Driven by envy — often as a result of misguided performance appraisal systems — employees focus more on undermining their colleagues’ success than beating the firm’s competition. Sensitive management of envy, however, can turn this negative energy into a force for good. 

Idea #424
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Chinese New Year, Dragon Walk, Hong Kong (Source: Wikipedia Commons)

How Landmarks in Time Help Employees Set Aspirational Goals

Idea posted: July 2014
  • Leadership & Change
  • Learning & Behaviour

Temporal landmarks — such as the first day of the year, a milestone birthday or the completion of a major project — can spark an attitude of renewed optimism in people that motivates them to seek out and achieve aspirational goals. Managers should take advantage of temporal landmarks to bolster employee development and achievement.

Idea #416
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Napoleon on his Imperial Throne, Jean-Auguste-Dominique Ingres, 1806, The Musee de l'Armee, Paris

The Speed of the Ascent: Which Leaders Get the Top Jobs?

Idea posted: February 2014
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

Although there are many paths to senior roles, and many types of leader that take those paths, the route to the highest level of management, CEO level, appears to be the most clearly defined. And it tends to be established early on in a career. This research gives fresh insights into how people get to the top of the 21st century corporation.

Idea #333
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BOAC advertisement (detail), 1946. BOAC was a British airline, which merged with BEA in 1974 to form British Airways.

Top flight talent? The Value of International Assignments

Idea posted: October 2013
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour
  • Operations

What are the factors – at both an individual level and a corporate level – that affect the relationship between international assignment experience and career advancement? Research suggests it is not as easy for leaders to rise to the top if they have been away from head office for too long.

Idea #244
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The Press Gang, George Goodwin Kilburne, 1839-1924 (Source: Burlington Paintings, London)

Should I stay or should I go? The Power of Headhunters

Idea posted: October 2013
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

We can learn much from recent research about the behavioural aspects of top executives when approached by search firms. It suggests that the decline in corporate loyalty – prevalent among lower level employees since the downsizing era of the 1980s – has spread to the upper echelons as well.

Idea #233
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Mount Rushmore: George Washington, Thomas Jefferson, Theodore Roosevelt, and Abraham Lincoln (Source: Wikimedia Commons)

Four Capabilities of Great Strategic Leaders

Idea posted: May 2013
  • Strategy
  • Leadership & Change
  • Learning & Behaviour

Intellectual honesty, accountability, and self-awareness are three of the four key capabilities of strategic leaders - leaders capable of inspiring change, innovation, teamwork and competitive performance in their companies and organizations. The final and fourth key capability of strategic leaders is the ability to attract and develop great people - to be a ‘talent magnet’. Boards searching for CEOs, and CEOs searching for a top executive team must interview candidates and select CEOs with these four capabilities in mind. And once successful CEOs and C-

Idea #137
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Attracting, Developing and Retaining Millennials

Idea posted: February 2013
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

The number of ‘Millennials’ entering the workforce is peaking, and there is now global interest in understanding how best to manage them. By some estimates, nearly 80 million Millennials (young adults born between the late 1970s to early 2000s) make up today’s global workforce. There is also evidence that they are fundamentally changing how business is conducted. Here are some steps to maximizing their effectiveness in your organization. 

Idea #086
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Helping Employees Realize Their Dreams: The Search for Meaning

Idea posted: January 2013
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour

Do you want a more engaged and productive workforce?  You’re not alone—all managers do! To achieve this, managers can help employees realize and reclaim their lost dreams through tailored career development programs. This Idea offers four practical strategies to help you do this.

Idea #015
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