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22
Feb

I was in The Art of Shaving store last weekend purchasing a gift when a teenager entered the store. His face was clean shaven; his skin smooth, shiny and unblemished, even glowing; and he was beaming. Followed by an entourage of friends, the teenager made a beeline for John, the store manager. In front of his […]

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08
Feb

The Metropolitan Transportation Agency spent years automating the NYC subway operations: vending machines, mapping apps, electronic fare payment. Obviating the need for human interaction to ride the subway. And then last week they deployed a crew of “Wayfinders” – customer service ambassadors positioned at subway stations to greet people, answer questions, help anyone hurt or sick, and offer […]

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01
Feb

The Manager glumly reported to me, “I received feedback from my peers that I use humor too much. So my goal is to eliminate humor.” Whoa! We need humor and here’s why… Strangers scare us. The stress of being among strangers actually has a name: “social stress barrier to empathy.” Without a relationship, even our peers […]

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11
Jan

Police officers are charged with catching people doing something wrong. Ward Clapham, a retired veteran of the Royal Canadian Mounted Police, described it as “always looking for the dark side.” In 2002 Ward decided to shift the obedience-by-fear paradigm. He started catching kids doing something right, polite, safe, or kind. He issued Positive Tickets to kids he […]

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04
Jan

  By January 31, 33% of people abandon their New Year’s resolutions. And by June, 77% of people forget they ever had resolutions. Which might explain why only 40% of people even set resolutions each year. Some experts argue that failure is inevitable because our resolutions/goals are too lofty, too foggy, too easy, or too […]

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27
Dec

The end of the year is the perfect time to reflect upon and celebrate what we’ve each created, discovered, initiated, and achieved over the past 12 months. As I reflect upon the Flash! articles I created for you in 2017, I am celebrating your favorite ones by resending them… Are You a Storyteller or a […]

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21
Dec

When normal feels too normal, it might be time for a new normal. As I wrote holiday cards to my family, friends, and colleagues, I was struck by how many people in my life have courageously created (or endured) a “new normal” this year. Some announced new roles or retirements, others changed jobs or addresses, […]

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