With unwavering conviction, she urges businesses to apply nontraditional techniques to their work. Visualization, for example, helps get jobs done, she says. Clarify the task in your own mind. Learning to see yourself as others do makes you a better manager. Train yourself to pick up the subtle social cues people give off.
Positive feedback molds a more productive staff.
But she is convinced it is the most effective way to run an operation, particularly in the arena of customer relations where, in her opinion, there's a distinct lack of open, honest communication and action. You get these wonderful empathic employees who are always pleasant but do nothing to come up with solutions to problems. Morgan believes in the trickle-down theory of customer relations, and it starts at the top with management. Problems arise when management doesn't clearly convey its expectation for customer service to staff members. Here, too, Morgan has a story.