Last week, I shared the high cost of poor listening. Although most of the time our poor listening isn't an issue of life or death, we do...

"Hey, do you have time to talk?" "Do you have a minute, I have an idea I want to run by you?" How many times a day are you asked...

The high cost of poor listening isn't evident when you visit Tenerife Island, the largest and most populous island in the Canary Island...

As the new year approaches, if you're like me, you've been thinking about the things you'd like to accomplish in 2017. Many of us make...

This week, I'm combining my regular "Monday Motivation for Performance Communicators," with my blog because with Thanksgiving just a few...

For many of us, it’s the first word we learn, thus the popularity of baby T-shirts that read, “My name is No No” on the front. We learn...

NOT APPROACHABLE! It may as well be written on the person's forehead. First, there's the lack of acknowledgement when you approach....

Back East where I'm from, it's a fall tradition for many families to take an afternoon trip to a local farm to pick out Halloween...

Do you ever wonder why the person you meet in a job interview somehow disappears right after the interview and their unskilled,...

We all know at least one. It's that guy who only asks how you're doing so he can jump in and tell you how he's doing. It's that gal who...

Every year around this time I post communication tips for talking with your child's teacher. However, these tips are about more than...

Imagine if you worked in an organization where staff members have no idea what other staff members are doing, management has no idea what...

About a week ago, I was shopping in a retail client's place of business doing some "recon" before preparing a customer communication...

A few years ago, I was asked by a client to speak to a group of senior managers about coaching employees. During the program, I discussed...

Conflict is an inevitable consequence of human interaction. However, most of us don't like to confront conflict at all, let alone by...

One day an old man was casually walking along a country lane with his dog and his mule. Suddenly a speeding truck careened around the...

The number one most incorrect quote about customer service that is perpetuated time and again, is: "The Customer is Always Right." ...

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The other morning I was on the phone with a colleague and within about 90 seconds, I was reminded why I didn't like him -- It was his bad...

I was with a group of healthcare leaders when one person posed the question, "How do you manage conflict?"  Many of the responses I...