Imagine being in the pre-op ward of a hospital and you’re getting ready to have a major surgery. Your surgeon comes by and you ask, “So what’s the plan Doc?” to which your doctor replies, “I don’t have one, I’m just going to go in and wing it.” Would you proceed with the operation or […]
As a communication fanatic, I may be biased, but I think it’s time people stop taking communication for granted and start adding up the cost of poor communication. Too many people assume because their mouths work, their ears work, and they can read and write, that means they’re communicating. To a certain degree, they’re right. They […]
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 […]
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 […]
Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value customer service above all else. Before the internet, poor customer service stories spread one-to-one, meaning one person had a bad experience and shared it with others one at a time. However, in the […]
The high cost of poor listening isn’t evident when you visit Tenerife Island, the largest and most populous island in the Canary Island chain. More than five million tourists visit the island each year, enjoying its distinctly beautiful beaches, mountains, and many cultural festivals. However, these tourists probably don’t realize that Tenerife holds a more deadly distinction. […]
NOT APPROACHABLE! It may as well be written on the person’s forehead. First, there’s the lack of acknowledgement when you approach. Then, when finally acknowledged, you’re “greeted” with a sour-looking face, slumped body language, and a mumbled, half-hearted greeting that is given only after you’re forced to prompt it because of the awkward silence while […]
We all know at least one. It’s that guy who only asks how you’re doing so he can jump in and tell you how he’s doing. It’s that gal who has to let you know all about the great things her son is doing, but never asks about even ONE of your kids. They’re the […]
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 probably unprovoked. In one particularly “lively” incident, I found myself trapped on our back porch, with my brother telling me that under no circumstances was […]
There are a lot of myths surrounding the subject of nonverbal communication. The biggest being the oft quoted statistic stating that nonverbal communication is 93% of communication, leaving verbal communication only 7% of our interactions. Despite the myths, I will agree that nonverbal communication is very powerful for many reasons, but two reasons really stand […]
