There are a couple of ways to deal with the people in your life who are CDs, and none of them involve taking a pill. The method you...

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.” WRONG!...

One of the things bloggers always want to know is “What are my most popular posts?” They want to know so that they can meet the needs of...

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...

Many of the responses I heard surprised me. There was a lot of advice to “wait and see what happens,” “let it go,” and “rise above.” The...

Everyone has a communication style when interacting with others. It is their primary, “go to” approach to dealing with situations. It’s...

Conversation Dominators. We all know at least one. It’s the woman at work who only asks how you’re doing so she can jump in and tell you...

In today’s competitive employment environment, it’s increasingly important to do everything you can to get and stay relevant in your...

Several times over the last few months I’ve been asked by those new in business whether they should bother to get business cards. “Can’t...

Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to...

How many times have you sat through meetings where discussions got off track, tempers flared, and the meeting ran longer than scheduled?...

“Hey, I’m having a meeting this afternoon, do you want to come?” “Yes! HOORAY! Thanks so much for asking!” Said no one ever. Why, you...

“So . . . how’s it going?” “Fine.” Of course, you’re not going to ask all the questions at the same time. Simply ask a few relevant...

“Words – so innocent and powerless as they are, as standing in a dictionary, how potent for good and evil they become in the hands of one...