When the Best Laid Plans are Stuck in A Box

Moving Day: an exciting day to look forward to (or dread) for months.  Moving Day: an organizational celebration (or catastrophe). We’ve all been there – whether we’ve moved ourselves, our kids, or offices, and whether you’re learning about clothes you haven’t worn in a few years or strategies in spatial reasoning, it’s never dull. I […]

The Honey Effect

“Ma’am, I’m trying to look into this, but – – I understand, but – – If you could…” I could tell by the conversation that my coworker was getting backed into a corner. I could see (and hear) her getting upset, so I asked her to transfer the hot customer to me. I allowed her […]