I was invited to give a presentation for a very large, prominent software company at a conference of help desk managers from all over the world, and the topic of the conference was “Creating a Better Customer Experience”. Different presenters focused on different ways to achieve this important outcome. Some, for instance, focused on how to reduce wait time by optimizing certain processes. The focus of my presentation was the impact of hiring the right kind of people.

Every team is composed of people.

Effective teams are composed of people who are committed to working together toward shared goals.

Extraordinary teams have that same commitment to a shared vision, but the members of these teams have bonds with each other that go beyond “just work” and look a lot more like friendships and family relationships.

This year’s ASHHRA Conference was hosted in the beautiful city of Seattle. I was excited to listen to the speakers, connect with passionate leaders and learn more about putting the human back in health care.  In this ever-changing technology and science-driven industry, conversations revolved around how to build teams and leaders, how to drive organizational change and how to select for those that will succeed in this type of environment.

Boomerang employees are people who have left an organization and then been rehired at a later date. It used to be taboo. In fact, about 50% of HR professionals surveyed say their organizations had policies that prohibited rehiring former employees in the past. But over 75% of those same HR professionals say their companies are more willing to rehire boomerang employees now than ever before.

Should you consider returning to a former employer? And if you do, what can you expect? Talent Plus (the company I work for) actively recruits boomerangs. We know that talented people sometimes have opportunities for growth elsewhere that they just can’t – and shouldn’t — pass up. And when their circumstances (and ours) change, we actively recruit them back.

Let’s talk about the Peter Principle.

Stated simply, it’s the idea that, in a hierarchy – where the best performers at one level of the hierarchy are chosen to rise to the next level – every person eventually rises to his or her level of incompetence.

Nobody wants that.

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