Very often, when we’re driving in the car together, my daughter will suddenly ask, “Who are you talking to?” She does this because she...

“I’ll start on Monday.” How many times have you heard someone say this or said it yourself? How many times has Monday come and gone...

Gossip is one of the many things that can lower workplace productivity. It can also create an environment of mistrust and can damage...

This week, I thought I’d share a short video with you on the power of positive phrasing. It’s based on a segment in my “Customer Service...

My response? “Hell no you can’t give me feedback on my photo!” Okay, that’s not really what happened. However, I will admit, that was my...

Like many of you, I hate losing. When I was a child, I cried when I didn’t win a game. As an adult, I don’t like buying raffle tickets or...

When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a...

The other morning I was up early and hoping to catch some cute video of the 10 foster puppies who currently reside in my dining room, of...

Some people mistakenly believe that if customers aren’t complaining, they must be happy. What they don’t realize is most unhappy...

I realized recently that I used to do a lot better staying in touch, of keeping the lines of communication open with family members as...

Listening is one of our most important communication skills, but also the one we spend the least amount of time developing. Think about...

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...

More than five million tourists visit the island each year, enjoying its distinctly beautiful beaches, mountains, and many cultural...

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. Then,...

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...

Sharon Maaz, president of the Association of Business and Professional Women, wondered the same thing. In this week’s VLOG post, I answer...