On Monday, I was lucky enough to attend the opening keynote address at the Government Finance Officers Association which was presented by Jim Collins, leadership expert and best selling author of several books, including “Good to Great: Why Some Companies Make the Leap and Others Don’t.” I have no intention of repeating his presentation by […]
As far as I’m concerned, communication is the key to success in everything we do. From our relationships to our work, communication is what keeps us moving forward, learning, growing, overcoming obstacles, and it’s what makes life worth living. The abundance of quotes on the topic proves to me that I’m on to something, so […]
I doubt there’s anyone reading this who hasn’t heard the saying, “honesty is the best policy.” It’s a simple statement about telling the truth, but living the policy isn’t always so simple because people’s perceptions of honesty differ. Is a little-white lie okay? Is hinting at the truth the same as stating it? For those who […]
Sometimes I feel like a social media lurker. I know I’m supposed to be actively posting on Facebook, LinkedIn, Twitter, etc., and I’m supposed to also be commenting on others’ posts, liking posts, and responding to questions others pose. Here’s the problem. When I have an idea or opinion and am just about to hit […]
Today I facilitated a workshop for one of my favorite AND my longest- running client, Harris County Texas! It was a great group and our topic was dealing with difficult customers. One of the “difficult types” that resonated with so many people was the “Blamer,” that person who doesn’t see their role in situations, doesn’t […]
Right now, I’m writing this post from a hospital waiting room while my best friend is in surgery. Sitting with her in pre-op and listening to the doctors and nurses running through their “checklists” and explaining how her procedure would go, reminded me of this blog post I wrote in 2015. It’s as applicable now […]
Truman Capote once said, “A conversation is a dialogue, not a monologue. That’s why there are so few good conversations: due to scarcity, two intelligent talkers seldom meet.” As someone who speaks for a living, I can talk . . . a lot . . . about a lot of things. However, the difference between […]
Gossip is one of the many things that can lower workplace productivity. It can also create an environment of mistrust and can damage working relationships. Even if we don’t start the gossip, listening to it, passing it on, or standing idly by while it’s happening, makes us part of the gossip and helps perpetuate it. When […]
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 Survival Skills” workshop where I always say, “Don’t tell people what you CAN’T do for them, just tell them what you CAN. Don’t tell customers they CAN’T do, offer […]
The other day I was sitting at lunch with a group of people, when a woman I just met asked for my business card. She glanced down at it, looked at me, and said, “Can I give you some FEEDBACK on your business card photo?” My response? “Hell no you can’t give me feedback on my photo!” […]
