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By Anchalee Ngampornchai, Ph.D., and Jonathan Adams, Ed.D.

By Roy Saunderson As a child I loved going to the library and discovering new books that challenged my thinking. One book that stood out for me was “The Power of Positive Thinking” by the late Dr. Norman Vincent Peale. While it has a religious foundation to the principles highlighted in the book, it was the introduction for me to thinking more positively about my life and especially my work.

By Michael Leimbach, Ph.D., Vice President, Global Research and Development, Wilson Learning Worldwide Managing and leading in today’s organizations is growing more difficult. More products are coming to market faster, partnerships among companies in different industries are increasing, global expansion has created huge multinational companies, and trends toward matrix management and cross-functional teams are accelerating.

By Scott Merrick, Training Account Manager, Signature Worldwide Why is it so important to create a memorable experience for a guest? Are we doing it to create value, which, in turn, will make us more money? Are we doing it to get better reviews on different Websites? Or are we doing it because it feels good? The things we do in the hotel industry need to make money—that’s why we do it—but creating a memorable experience need not cost a lot of money or really no money at all.

By Sandra Davis, Ph.D. Pearl 1: The Leader You Will Be Tomorrow Is Not the Leader You Are Today Great leaders are on a “leadership journey.” They learn, grow, evolve, develop, and find new ways to lead in an ever-evolving leadership environment. While the oft-heard expression, “You can’t teach an old dog new tricks,” may subtly tempt us to opt out of active learning, we have an enormous capacity to change and develop. Becoming a better leader tomorrow means proactively striving to do so.

By Richard B. Secord “If you wish to achieve worthwhile things in your personal and career life, you must become a worthwhile person in your own self-development.”—Brian Tracy

Edited by Margery Weinstein Last year, Caesars Entertainment Corporation was facing stagnant customer service scores on weekly and quarterly surveys, the metric that determines success of customer loyalty and satisfaction. Each quarter and annually the organization strives for a 3 percent shift of non-A to A scores on customer service surveys year-over-year. Ingrained customer service behaviors helped keep the scores near the same level as the previous year, yet improvement to meet the goal of continuous improvement was becoming a challenge.

By Deborah Busser, Consultant, Camden Consulting Group

By Karen Wright I’ve never met a leader with a big vision who didn’t also have a huge commitment to his own development. Anyone who’s trying to stay at the top of his game never stops learning—he never presumes he knows it all, and he’s not embarrassed to seek wisdom from others. In fact, outstanding leaders know that the best way to stay sharp is to constantly pursue learning and new ideas.

By Steven Snyder