Goh Ee Shuen Livia

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Leadership Lessons from the Chilean Mine Rescue

Early in the afternoon of August 5, 2010, more than 700,000 metric tons of rock suddenly caved in, blocking the central passage to the tunnels in the San José copper and gold mine in Chile’s Atacama Desert. Shaken miners close to the entrance soon made their way out, but 33 men working deep …

The art of storytelling meets the science of autism: A conversation with Richard Panek

I’ve never once written about autism. Not a single time. It’s not that I don’t think it’s an important topic—I do, and crucially so—but only that, …

6 Ways to Get Me to Email You Back

Two years ago, I made a commitment to do something that made me profoundly uncomfortable. I had just finished writing my first book, and I promised …

Self-improvement

Know Your Team's Motivational Mindset

Here’s How to Actually Empower Customer Service Employees

There is perhaps nothing as fundamental for organizations as customer service. Any company in a truly competitive market suffers an inevitable decline if it ignores this basic discipline for too long. Take McDonald’s for example—the organization’s recent confession to franchisees that 20 percent of …

When You’re Trying to Persuade, Consider the Seating Arrangement

People in a circular seating arrangement had a more positive impression of a travel ad urging them to make family and friends a priority than of an ad saying “Make yourself a priority” (<b>3.78 versus 2.75</b> on a 7-point scale); but people in an angular seating arrangement, such as in rows at right …

The Most Effective Ways to Make It Right When You Screw Up

After promising your boss you would complete an important assignment on time, you realize you’re behind and it’s going to be late. You unintentionally leave a colleague out of the loop on a joint project, causing him or her to feel frustrated and a bit betrayed. On the subway, you aren’t paying …

Being Digital Demands You Be More Human

The halls of every marketing organization are filled with rumors about the new crop of hires — computer scientists, math majors and big data experts. For them, consumers are a mass of 0s and 1s that represent online behavior that can be collected, analyzed and targeted.<p>But the one thing companies …

Reinvent Your Company Through Culture

In both C suites and boardrooms, discussions about business performance usually center on topics like market momentum, M&A opportunities, capital management, and productivity enhancements. While these factors are important, in my experience they are best leveraged when employees are engaged, …