For this week’s blog post, I thought I’d share a chapter, Chapter 15 to be exact, from my book “Practical Communication: 25 Tips, Tools,...

Over the past week, the word “Accountability” has come up over and over again. First, it was a client who was looking for a customized...

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...

Marcel Schwantes  posted a great story in INC., sharing some of Warren Buffet’s top leadership advice. One of the key points was: “Learn...

Last week, I wrote about how to respond when your customer service efforts fail. This week, I want to dig deeper and take a look at a...

No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an...

I have this little one-cup coffee maker that I use in the morning to make my coffee. Sometimes, I make it the “normal” way by adding the...

If you have a business, one of your top goals is probably customer retention, but guess what? Your employees are driving customers away...

I logged into my website today and realized I haven’t done a blog post since November 17. Some of you may have noticed and for others,...

We all know that 2020 has been a dumpster fire. However, for my family, that dumpster fire turned into a shitstorm with multiple dumpster...

When we want to communicate something to others, one of the most important decisions we have to make after deciding WHAT we want to...

One of the shortest words in the English language is also one of the hardest words to say for many people. NO! I’ve written blog posts in...

People Skills, or Interpersonal Skills are the emotional, verbal, and nonverbal skills necessary to successfully interact with others and...

On June 30, just a few months into the Covid-19 pandemic, I received a call pleading for help for a dog someone had seen “dumped” from a...

Whether it’s being stuck at home day in and day out with your family, or frustration over trying to keep remote connections with your...

From facial expressions and body language, to our vocal qualities, clothes, and even how we use or misuse time, our nonverbal...

In difficult times like we’re all experiencing right now, the saying, “Hard times will always reveal true friends,” has never been more...

Data compiled in 2018 by the Radicati Group shows that there were about 124.5 billion business emails sent and received each day, while...

As you might imagine, the calendars of professional speakers and trainers around the country have basically “dried up” the past few...

No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an...