We live in a VUCA world (volatile, uncertain, complex, and ambiguous) and every day our employees encounter situations and questions, particularly with customers, that go beyond the expectations of normal business. How can we guide them to make decisions that support organizational goals and growth objectives when there’s no manager or executive in sight? The answer is to focus on How not What.
Recently, I had two different hotel experiences that brought that challenge home. The first was in Las Vegas. I had plans to meet a group of girlfriends for a weekend. Unfortunately, I caught a virus and needed to cancel.
