Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value customer service above all else. Before the internet, poor customer service stories spread one-to-one, meaning one person had a bad experience and shared it with others one at a time. However, in the […]
The high cost of poor listening isn’t evident when you visit Tenerife Island, the largest and most populous island in the Canary Island chain. More than five million tourists visit the island each year, enjoying its distinctly beautiful beaches, mountains, and many cultural festivals. However, these tourists probably don’t realize that Tenerife holds a more deadly distinction. […]
This week, I’m combining my regular “Monday Motivation for Performance Communicators,” with my blog because with Thanksgiving just a few days away, we’re officially starting the holiday season- including the stress of family gatherings. Family holiday gatherings should be a time to reconnect, enjoy great food and drinks, and most of all, to celebrate the “reason for the […]
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 pumpkins. However, the trip is about more than just buying a pumpkin- you can do that at the grocery store. There is apple cider, fresh cider donuts, and then the […]
One day, when my daughter was in college, she called me in a panic because that afternoon she was going to be giving her first campus tour at her university. As she did a “run through” of her tour stops and the comments she would make at each, something she said struck me. She mentioned that parents […]
Every year around this time I post communication tips for talking with your child’s teacher. However, these tips are about more than talking with the teacher. They’re about creating open communication and building an effective parent-teacher relationship that will serve you when things are going well and when your child hits some inevitable bumps along […]
Speech anxiety should never go away. However, you do want to keep it under control, so you’ll look and feel like the confident, professional, expert that you are.
I probably lead a difficult people workshop at least once a month. For some reason, a lot of people seem to have difficulty dealing with the different personality types in their lives. Go figure! One of the things I like to do when I kick off a workshop is to have people take a selfie […]
Whether we blame it on auto complete, or we cover ourselves with an automatic disclaimer on text messages and emails, such as, “This message was sent from my phone, so ignore my sloppy writing,” we need to stop blaming our communication devices for the poor messages we send. A recent survey found that spell check and […]
Interpersonal Skills are the emotional, verbal, and nonverbal skills necessary to successfully interact with others and build one-on-one relationships. Since interpersonal skills aren’t generally taught in school, we take what we learned in childhood from our parents, and go forth into our lives doing the best we can. However, sometimes our best isn’t good enough […]
