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...

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...

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

Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value...

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

TheMsEngineerWay.com When to Communicate from the Heart We’ve learned that effective communication should come from the heart, and I...

This week, I’m combining my regular “Monday Motivation for Performance Communicators,” with my blog because with Thanksgiving just a few...

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...

There are a lot of things we know we SHOULD do- exercise more, be kinder to people, eat healthier, get a jump start on that project....

Many of us walk through life thinking other people push our buttons. That guy who cuts us off on the freeway makes us mad. The woman who...

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...

Whether it’s listening talking to someone and assuming that because they say, “uh huh,” that they understand or sending an email and...

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...

Greetings from Ireland! It’s about 5:25 am here and I’m getting to start my last two full days of my UK/Ireland adventure. Many people...

When my brother and I were teenagers, we used to fight . . . a lot! I’ll admit that most of our fights were ones that I started and were...

I’m five days into my trip to England and other than the obvious differences, such as their very fine British accent and the fact that...

First, it is our primary mode of communication. Before you could speak, you “communicated” how you felt using body language, tone,...

How often do we take the time to really think about the words we choose to express ourselves? In most instances, we use the first word or...

This weekend I saw a news piece about a video that’s gone viral on YouTube. “Every Opportunity,” published by the Atlanta Speech School,...

Tinkerbell was a quiet, shy, but very friendly little dog. She loved to sit in my lap and be held for hours on end. She only weighed 5...