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Virtual leader talks during a work meeting
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The first time I realized this topic (virtual leadership) was important was about 15 years ago when the organization I worked at implemented a virtual platform for internal collaboration. It has cropped up many times since then but really exploded as an issue during the COVID-19 pandemic. Almost overnight virtual meetings became the way to work and many leaders just didn’t, and still don’t, know how to operate this way.

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Customer service representative deals with an angry customer
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Millions of people work in customer service. Customer service roles vary from contact center agents handling enquiries about a 10-dollar bus service to account directors managing billion-dollar clients.

Sooner or later, they all have to deal with angry customers.

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Leader talks to her employees during a team meeting
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To get started on the topic, we need to understand why feeling appreciated is so important for human beings. In neuroscience research, Hebb’s Law says that “neurons that fire together wire together.” The more you practice gratitude, the more you strengthen the brain’s neural circuits for gratitude, making it easier to focus on feelings of gratitude. When you start to focus on the things you already have in your life that are good, your brain becomes better at discovering similar things.

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