One of the simplest phrases in customer service is one we seldom hear, yet it’s the most powerful tool in your tool box to de-escalate 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...

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

Listening is probably our most important, but most underutilized communication skill. Part of the problem is that people are selfish and...

Listening is probably our most important, but most underutilized communication skill. Part of the problem is that people are selfish and...

One of my personal pet peeves is people who don't reply to emails, voicemails, or text messages in a timely fashion - especially when I...

One of my personal pet peeves is people who don’t reply to emails, voicemails, or text messages in a timely fashion – especially when I...

There's one in every office -- that person whose coffee is always cold, whose commute is longer and worse than everyone elses, who is the...

There’s one in every office — that person whose coffee is always cold, whose commute is longer and worse than everyone elses, who is the...

At least a few times a month, I get a call from a client who wants me to "fix" an employee with training or coaching. "He's got great...

At least a few times a month, I get a call from a client who wants me to “fix” an employee with training or coaching. “He’s got great...

Within the mainstream U.S. business culture, the rules for handshakes are pretty straightforward and standard, but people often break...

Within the mainstream U.S. business culture, the rules for handshakes are pretty straightforward and standard, but people often break...

This week I was inspired to shoot a video for you about CATS, but not necessarily the fluffy kind, but the kind of CAT that helps you...

To achieve your goals, you have to have to Clarify, Articulate, and Take Action!

Effective communication is criticial to success in just about every facet of our lives and at the top of the list of what makes...

Effective communication is criticial to success in just about every facet of our lives and at the top of the list of what makes...

Over the past eight years or so, I’ve fostered more than 700 animals for my local animal shelter and some that I’ve taken in through my...

Over the past eight years or so, I've fostered more than 700 animals for my local animal shelter and some that I've taken in through my...

Last week, I shared some common mistakes many meeting facilitators make when conducting meetings and I shared tips on how you can avoid...