We’ve all come across people who seem to love conflict. They seek it out, jump into it even if it has nothing to do with them, and start it for no reason at all. However, the vast majority of people would prefer not to deal with conflict at all and will do just about […]
Last week I wrote a post with advice on how to offer a sincere apology. Since then, I’ve had several readers contact me complaining, not about the steps I offered, but because they didn’t understand WHY they should have to apologize in the first place. “Great advice, but why should I apologize if I didn’t […]
When customers are unhappy, they’re generally not on their best behavior. Unfortunately, no matter how much customers “push your buttons” as a professional customer service provider, you have to remain on yours. It’s not easy, but you can keep your cool when customers heat up by using these five techniques: 1. Take responsibility for your […]
Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to do things whatever way they wanted? Would you want a surgeon operating on you who was “told” how to operate by someone a few years back, but didn’t have a clear […]
Let’s face it. There are some conversations that nobody really wants to have– from confronting an employee at work to talking to a parent about his or her unsafe driving, and everything in between. Although many of us try to avoid these difficult conversations, doing so can have a negative impact on ourselves, the other person, our teams, […]
Your heart is pounding. Your thoughts are racing. You’re in a total panic. Why? You have Electronic Communication Regret, commonly known as ECR – a condition occurring in thousands of people every day who hit SEND without really thinking things through. Although the condition isn’t fatal, it can have debilitating, long-lasting, life-altering side effects, including, […]
With Independence Day just two days away, I’ve been thinking a lot about the things that hold us back in life and keep us from being truly free, especially things over which we have 100% control. If you’re tired of suffering under the tyranny of technology, being ruled by bad relationships, or being held captive by […]
With Independence Day just two days away, I’ve been thinking a lot about the things that hold us back in life and keep us from being truly free, especially things over which we have 100% control. If you’re tired of suffering under the tyranny of technology, being ruled by bad relationships, or being held captive by […]
Over the past five years or so, I’ve fostered almost 250 animals for my local animal shelter. Most of my fosters have been kittens; from the “bottle babies” who need to be fed round-the-clock to teenagers who romp, pounce, and cause a lot of chaos. Although they’re often a lot of work, caring for them […]
If honesty is the best policy, why is so difficult to be truly honest? Here are 5 tips for sharing your truth in a way others can hear it.
