There are 6 types of employees. Focus on these 2

There are 6 types of employees. Focus on these 2 | practice | Several tonics to try when tackling a toxic customer Created for {EMAIL} | [{NAME}]( at [{NAME}]( [For more relevant content - Update Your Profile]( | [Web Version]( September 12, 2023 CONNECT WITH SMARTBRIEF  [LinkedIn]( [Facebook]( [Twitter]( [SmartBrief on Leadership]( Innovative Ideas. Ahead of the Curve. [SIGN UP]( ⋅ [SHARE]( ADVERTISEMENT Leading the Way [] [There are 6 types of employees. Focus on these 2]( [There are 6 types of employees. Focus on these 2]( (miakievy/Getty Images) Most workplaces are fairly evenly split between disengaged employees and those who are either reliable and committed or are "thriving stars," according to McKinsey data, and researchers recommend leaders focus on the latter two categories to boost both engagement and satisfaction. These staffers will need engaging work, flexibility and a focus on maintaining their mental health, says researchers. Full Story: [McKinsey]( (9/11) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] Put it into practice: For employees who are disengaged or are doing the bare minimum, McKinsey researchers suggest creating a sense of purpose, switching them into more engaging roles and give them more autonomy. "This can bring clear financial benefits to the company while increasing the morale of a core contingent of workers," [the researchers write](. Invest in Yourself at Wharton Wharton Executive Education's on campus and online programs deliver practical business solutions that meet modern needs. Take your career and organization to new heights – [find your Wharton program today.]( ADVERTISEMENT: [] SmartBrief on Leadership [] [Several tonics to try when tackling a toxic customer]( [Several tonics to try when tackling a toxic customer]( (AlonzoDesign/Getty Images) Dealing with the occasional unpleasant customer is a part of doing business, but just as you must remain respectful to them, you don't deserve to silently suffer the wrath of a truly toxic individual, writes executive coach Naphtali Hoff, the president of Impactful Coaching and Consulting. "Remember that the customer's toxic behavior does not reflect your worth or abilities ... and don't let their negativity affect your self-esteem," advises Hoff, who shares several ways to manage such a situation. Full Story: [SmartBrief/Leadership]( (9/11) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] Put it into practice: Use active listening while remaining composed to ensure the customer feels heard, but, if necessary, [tell the customer that abusive language is not acceptable](, Hoff suggests. Try to find common ground for a solution, but disengage if their disrespect continues, and embark on stress-relieving activities after work. [] [Read more]( from Naphtali Hoff on SmartBrief on Leadership [] Smarter Communication [] [How to share ESG info without raising hackles]( A business leader can try to limit any negative feedback on their company's environmental, social and governance policies by focusing on data and factual anecdotes, Tom Corfman of Ragan Consulting says. Even though 56% of respondents in an August Conference Board survey said they've received minimal to no backlash, "many companies are tweaking their communications in this polarized time, trying to keep one audience without losing the other," Corfman writes. Full Story: [PR Daily]( (9/8) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] Put it into practice: Stick to sharing your company's straightforward data rather than using celebratory language about ESG progress made, and point to well-reported articles that do the same. [Clearly connect the numbers to improved aspects of the business to skirt concerns about moral and policy initiatives](, Corfman suggests, offering some companies' examples. Free eBooks and Resources Free eBooks and resources brought to you by our sponsors - [The Newbies Guide to Internet Marketing]( - [Apache Kafka Essentials Cheatsheet]( - [12 Ways to Approach the Cybersecurity Skills Gap Challenge in 2023]( - [Data Center Acronyms Cheat Sheet]( - [ITPro Today's 2023 Salary Survey Report]( [] Smarter Strategy [] - [Use the SABRE method to craft the perfect company purpose statement]( Harvard Business Review (tiered subscription model) (9/11) [] - [5 characteristics of intelligent failures]( QAspire (9/8) [] - [Identify the right problem to solve to keep from spinning your wheels]( Let's Grow Leaders (9/8) [] Smarter Working A weekly spotlight on doing more without working longer [] [These tools can help you use your time effectively]( [These tools can help you use your time effectively]( (Pixabay) Accomplish more in your day by breaking big projects into a series of smaller tasks that can give you a sense of accomplishment, avoid multitasking and take interruptions into account when thinking about how long a project will take, writes psychologist Michael Wiederman. "Schedule and protect blocks of time set aside for specific deep work, and alter your surroundings to minimize distractions and interruptions," Wiederman advises. Full Story: [Psychology Today]( (9/10) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] SmartPulse [] What's your favorite part of your job as a leader? Driving the financial and operational impact of my company 10.05% Setting the strategy and direction for the team 25.84% Developing and promoting my people 47.85% Having a "seat at the table" for important decisions 13.39% Something else 2.87% [] A leader's job is building more leaders. Admiral Grace Murray Hopper said "you manage things and you lead people." A leader's job is building that next generation of leaders and 48% of you find that the most rewarding part of your job. Your second favorite choice was setting strategy and direction (26%). It's hard to lead people unless they know where you're taking them! If these two main activities aren't enjoyable for you, consider finding ways to challenge yourself into getting more comfortable with them. As you advance as a leader, leading through others becomes more critical and you'll find yourself stepping away from driving operational and financial performance (that's your team's job) and spending more time on development and direction setting. The more comfortable you are with developing others and setting direction, the faster you'll build that next generation of leaders and take your organization to the next level. -- Mike Figliuolo is managing director of [thoughtLEADERS](, which includes TITAN -- the firm's e-learning platform. Previously, he worked at McKinsey & Co., Capital One and Scotts Miracle-Gro. He is a West Point graduate and author of three leadership books: ["One Piece of Paper,"]( ["Lead Inside the Box"]( and ["The Elegant Pitch."]( [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] How robust are your organization's crisis response contingency plans? [Vote]( [Extremely: we're ready for anything and can get operations back online quickly]( [Vote]( [Very: we're prepared for most crises and have adequate contingency plans]( [Vote]( [Somewhat: we're ready for common crises but would struggle with others]( [Vote]( [Not very: if we face a crisis, we'll be challenged to get through it]( [Vote]( [Not at all: if a crisis hits, we're doomed]( [] Daily Diversion [] [A pumpkin's fate after Halloween? It's a gourdy scene]( [A pumpkin's fate after Halloween? It's a gourdy scene]( (Pixabay) You may soon be shopping for a pumpkin to transform into a jack-o-lantern, but after Nov. 1, what happens to the pumpkins that didn't make the cut? Farmers often feed the leftovers to some of their livestock, while a zoo in Oregon allows elephants to smash them to bits, and humans can do the same thing on Pumpkin Demolition Day at The Country Barn in Lancaster, Penn. As for the pumpkin on your front porch -- transferring it to a compost pile (either yours or a friend's) is a safe, non-scary way to help the earth, writes Jake Rossen. Full Story: [Mental Floss]( (9/6) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] SmartBrief Podcast Network [] [Alight's Overholm discusses solar trends in Europe]( Harald Overholm, the co-founder and CEO of Alight Energy, shares his thoughts on current trends shaping the solar industry in the Nordics and the rest of Europe. Overholm details the role power purchase agreements (PPAs) have played in the rise of solar-as-a-service. He also discusses transmission challenges, agrivoltaics and how Alight is working with companies like Toyota Motor Corporation and Swedbank to help organizations optimize the potential of both on-site and off-site solar Full Story: [Renewable Energy SmartPod]( (9/8) [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] SmartBreak: Question of the Day [] The US Open -- tennis' last Grand Slam event of the season -- concluded last week. Which Grand Slam event had the highest attendance record? [Vote]( [Australian Open]( [Vote]( [French Open]( [Vote]( [Wimbledon]( [Vote]( [US Open]( [] Editor's Note [] [Summit to explore AI applications, implications]( [Summit to explore AI applications, implications]( SmartBrief's virtual AI Impact Summit on Sept. 27 and 28 will provide professionals across industries and business functions with insights into the current and future implications of artificial intelligence. Breakout sessions on Day 1 feature experts on AI in health care, tech, infrastructure, manufacturing and supply chain, banking and finance, retail and education. Day 2 focuses on AI as it relates to the customer experience and to leadership, and breakout sessions focus on marketing, leadership, operations, business and accelerating innovation. [Learn more]( and [register today](! [LinkedIn]( [Twitter]( [Facebook]( [Email]( [] About The Editor [] Candace Chellew Candace Chellew Chellew [Naphtali Hoff has some good advice]( on handling rude or obnoxious customers (or clients). My rule of thumb is to try my best not to be one of those toxic customers, even if I think the company I'm contacting is at fault or mistreating me. How do you handle toxic customers or clients? How do you conduct yourself when you're the one contacting a company for help? [Tell me](mailto:candace.chellew@futurenet.com)! If this newsletter helps you, please tell your colleagues, friends or anyone who can benefit. Forward them this email, or [send this link](. What topics do you see in your daily work that I should know about? Do you have praise? Criticism? [Drop me a note](mailto:candace.chellew@futurenet.com). And don't forget to send me photos of your pets, your office and where you spend your time off. [LinkedIn]( [Twitter]( [Facebook]( [Email]( Sharing SmartBrief on Leadership with your network keeps the quality of content high and these newsletters free. Help Spread the Word [SHARE]( Or copy and share your personalized link: smartbrief.com/leadership/?referrerId=japnABMSAp [] [] The works must be conceived with fire in the soul but executed with clinical coolness. 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