I’m a fan of learning from fields outside support, including road maintenance and my perennial favorite, healthcare, so I was intrigued when I heard a wise bus driver describe how he handles difficult passengers–and found plenty for us to use …

What we can Learn from Bus Drivers about De-Escalating Crises Read more »

Escalation management consumes lots of resources, including resources who time should be devoted to other pursuit. Think about executives (who should be working on strategic decisions) or sales reps (who should be selling). Even support and engineering resources who are …

4 Dumb Reasons to Escalate – Plus 4 Dubious Ones Read more »