I created this video at the beginning of the year to share some quick tips for providing great customer service during challenging times. Little did I realize then that the challenging times for many of you and your businesses would still be continuing now. If you or your team is struggling to maintain your customer […]
Whether it’s an email received after a workshop or the line of people waiting to ask that burning question after a conference session, for the 25+ years in business, people have had a LOT of questions related to communicating at work and at home that they’ve looked to me to answer. As I was sitting […]
I wrote this post in March 2020 thinking, like many of you, that “leading from home” would be a short-term thing. Despite the fact that many organizations had employees working from home for more than a year, these organizations continued to believe closed-down offices and employees working remotely would end “any day now,” and thus, […]
For this week’s blog post, I thought I’d share a chapter, Chapter 15 to be exact, from my book “Practical Communication: 25 Tips, Tools, and Techniques for Getting Along and Getting Things Done.” EXPLANATIONS, NOT EXCUSES There are times when things go wrong, or when we know we can’t undo what’s been done, but we […]
Conversation Dominators. We all know at least one. It’s the woman at work who only asks how you’re doing so she can jump in and tell you how she’s doing. It’s that guy next door who has to let you know all about his son’s great accomplishments in sports, but never asks about even ONE […]
Marcel Schwantes posted a great story in INC., sharing some of Warren Buffet’s top leadership advice. One of the key points was: “Learn to delegate your authority” So, I thought I’d share some of my best delegation advice from more than 20 years of helping leaders and business owners avoid drowning in tasks and responsibilities […]
No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an order to selling a product that doesn’t meet the customer’s expectations, you’re going to let your customers down. Customer service failures don’t have to define you. It’s how you RESPOND to service […]
When we want to communicate something to others, one of the most important decisions we have to make after deciding WHAT we want to communicate, is HOW. That’s where the communication “channel” comes in. In 1720, our options were pretty much limited to face-to-face communication or sending a written letter. In 2020, we have a […]
People Skills, or Interpersonal Skills are the emotional, verbal, and nonverbal skills necessary to successfully interact with others and build one-on-one relationships. Since people 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 […]
Whether it’s being stuck at home day in and day out with your family, or frustration over trying to keep remote connections with your coworkers, you may find that since COVID-19 began, you’re getting into more arguments and conflict situations with those around you. When faced with a conflict or potential conflict situation, everyone has […]
