"Quiet cutting" may save costs, but it will cost you trust

"Quiet cutting" may save costs, but it will cost you trust | practice | How many of your clients or customers are toxic?
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November 14, 2023
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Leading the Way
"Quiet cutting" may save costs, but it will cost you trust
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Nearly a quarter of employers use "quiet cutting" -- reassigning employees in the hope that they'll quit -- to cut the cost of termination and ease reorganization and employee turnover, according to a Zetwerk survey, but the practice damages employee loyalty and trust. "When termination is necessary, being honest and straightforward with employees can mitigate negative impacts on morale and company reputation," says Madeline Weirman, creative strategist for Zetwerk.
Full Story: Forbes (tiered subscription model) (11/12) 
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Put it into practice: The Zetwerk data shows that 54% of employers found the practice of "quiet cutting" unethical, while around 70% favored transparency around the issue of termination. Meanwhile, most reassigned employees learned new skills, and some even earned raises and promotions, which Weirman says suggests "that quiet cutting often doesn't achieve the employers' intended results."
SmartBrief on Leadership
How many of your clients or customers are toxic?
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The unreasonable demander and the eternal complainer are two among many styles of toxic customers whom leaders must deal with regularly. Executive coach Naphtali Hoff writes that clients who make manipulative requests, push the boundaries on scope creep and drag their heels on payment can also affect morale and strain relationships, and recognizing them for what they are is an essential first step.
Full Story: SmartBrief/Leadership (11/13) 
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Put it into practice: Toxic customers or clients can wreak havoc on companies by never being satisfied, having unrealistic expectations, violating boundaries and exhibiting other behaviors. Once you've recognized that they're toxic, it's important to find ways to address the situation.
Read more from Naphtali Hoff on SmartBrief on Leadership
Smarter Communication
If your audience speaks a different language, an interpreter alone isn't enough to keep it from being a flop, professional speaking coach Patricia Fripp writes, who shares a personal experience and glowing feedback conveyed again 12 years later. Among Fripp's many tips: Create a routine of speaking that flows well with the interpreter, and share your presentation and handouts ahead of time with the interpreter and leadership team so you can incorporate recommended changes.
Full Story: Patricia Fripp (11/9) 
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Put it into practice: Learn to say welcome, if not other phrases, in the audience's language, and use simpler words and a clear, slower-than-usual voice. "De-Americanize all [your] examples and remove the names of people, places, books, and companies they would not know," Fripp suggests.
Smarter Strategy
In Their Own Words
ESSENCE CEO on failure and leaving a leadership legacy
Wanga (Paras Griffin/Getty Images)
The key to success, especially for Black women, says Caroline Wanga, the president & CEO of ESSENCE Ventures, is to embrace failure, live authentically no matter the circumstance and clear the path for the next generation of leaders. "Make your change in the world and go build the next throne so the CEO after you can get to this throne -- you will become a living succession plan," Wanga says.
Full Story: Essence (11/10) 
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Daily Diversion
With the advanced technology of cellphone cameras, photographers can capture award-winning photos like the one of the Chinese New Year dragon dancers that won photographer Zhuowen Ao top honors in this year's OnePlus Photography Awards. Other winning images include stunning landscapes, night sky photos and a spinning Ferris wheel.
Full Story: My Modern Met (11/13) 
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About The Editor
Candace Chellew
Candace Chellew
Chellew
We all complain about terrible customer service, but what can we do when the customers are awful? 

Naphtali Huff outlines the toxic customers you may encounter, from the Manipulative Negotiator to the Never Satisfied. He suggests some ways to handle irate or calculating customers.

How have you handled toxic customers in the past? Share your tips.

If this newsletter helps you, please tell your colleagues, friends or anyone who can benefit. Forward them this email, or send this link.

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The view of the Earth from the Moon fascinated me -- a small disk, 240,000 miles away. It was hard to think that that little thing held so many problems, so many frustrations.
Frank Borman,
astronaut, aeronautical engineer, businessperson
1928-2023
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