BLOG ARTICLES BY AMY
When Confronting Conflict, Speak for Yourself
Conflict is an inevitable consequence of human interaction. However, most of us don’t like to confront conflict at all, let alone by ourselves. As a result, we seek support from others. Instead of going directly to the person with whom we have a problem, we discuss the situation with just about everyone else, hoping they’ll […]
Are Your Presentations Putting People to Sleep?
The other day, I sat through a presentation by a “subject matter expert” that was so boring, I began daydreaming about standing up and screaming, “Get to the point already!” I also momentarily considered jumping up from my chair and running screaming from the room. It was torture! Have you ever been in a presentation […]
Six Simple Ways to Get People to Listen to You
One day an old man was casually walking along a country lane with his dog and his mule. Suddenly a speeding truck careened around the corner, knocking the man, his mule, and his dog into the ditch. The old man decided to sue the driver of the truck, seeking to recoup the cost of the damages. […]
4 Reasons Why the Customer is NOT Always Right
The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG! Training employees to believe this fallacy and insisting that they live by it is not only wrong, but it’s bad for business. Consider these situations: Would you let a naked customer dine in […]
Top 5 Performance Communication Blog Posts of All Time
One of the things bloggers always want to know is “What are my most popular posts?” They want to know so that they can meet the needs of their readers. However, when I look at my top five blog posts for the past six years, they’re quite frankly, all over the place. Why Laziness is […]
The #1 Worst Listening Habit (and How You Can Break It)
The other morning I was on the phone with a colleague and within about 90 seconds, I was reminded why I didn’t like him — It was his bad listening habit. Throughout our short conversation, I didn’t get to finish one sentence because he completed every one for me. Sometimes his “guess” about what I […]
What Conflict and Cancer Have in Common
I was with a group of healthcare leaders when one person posed the question, “How do you manage conflict?” Many of the responses I heard surprised me. There was a lot of advice to “wait and see what happens,” “let it go,” and “rise above.” The advice given seemed to directly contradict what healthcare leaders would […]
39 Ways to Say "No" Without Sounding Like a Jerk
It’s so ironic that one of the shortest words in the English language, “no” – just two letters and one little syllable, can cause so many people so much trouble! That being said, I understand the simple act of flat out saying, “NO,” to another person carries with it a lot of emotional baggage both […]
Positive Assertiveness: 7 Tips for Stepping Up Without Stepping on Toes
Last week I gave readers the opportunity to take a communication style quiz that helped them identify whether their primary communication style was passive, passive aggressive, aggressive, or assertive. Many of those who took the assessment have sent me emails and messages lamenting their styles and asking how to “fix” them. First off, with the […]