You may be totally serious about your job yet give the impression that you’re not. Laughter and fun help some people tackle the high-priority, stress-inducing problems they face every day, but it can also be misinterpreted by others that they aren't taking their work seriously. How are people perceiving your behavior?

It seems like the only way some customers know how to communicate is to accuse, complain, and verbally attack. This only gets worse if there are delays. But when you do your best to build trust with customers early on, they are more likely to accept explanations about setbacks, even if they don’t fully understand them.

When things go wrong, it can be helpful to understand what happened and who was involved. However, all too often organizations (and the managers within) confuse responsibility with assigning blame. The former is essential for improvement. The latter works against an effective, collaborative, productive culture.