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 customer complaint quickly and easily. What’s the phrase? It’s: “You’re Right.” Wow! That even looks awesome in writing. Don’t you just feel good reading that? So imagine how your […]
Within the mainstream U.S. business culture, the rules for handshakes are pretty straightforward and standard, but people often break them unknowingly. Additionally, before taking these rules overseas or across borders, keep in mind that handshake “rules” vary across cultures. Therefore, do your homework before interacting with those from other places in the world. Your handshake […]
How many times have you sat through meetings where discussions got off track, tempers flared, and the meeting ran longer than scheduled? These are just some of the frustrations meeting participants feel about a poorly run meeting. That’s why the second reason your meetings suck the life out of everyone is: poor facilitation. Last week we […]
“Hey, I’m having a meeting this afternoon, do you want to come?” “Yes! HOORAY! Thanks so much for asking!” Said no one ever. Millions of meetings occur in the U.S. every day and most professionals find that they lose approximately 31 hours a month to ineffective meetings. Why, you ask? Because most people who conduct […]
In my workshops, I often hear business owners and leaders lament that “There’s no loyalty these days.” Sometimes they’re referring to their employees. Sometimes it’s vendors or customers. A few times, it’s been a family member. So is it true? My answer is no, I don’t think it’s true. I think there’s a lot of loyalty […]
You’d think in an age where you can post a job on an online site and get hundreds of applicants within a few days, that the process of hiring a new employee that’s a great fit for the job would be easy . . . not so. I started thinking about this when my daughter […]
Most of the conflict I have experienced in my life, both firsthand and secondhand, has not been the result of factual disagreement, but of differing perceptions. Every day we interact with others, “notice” their behavior, and then proceed to draw conclusions about what it is, what it means, etc. Our interpretations, and thus our final perceptions, […]
In February, I wrote about the need to clear your communication clutter and get rid of what’s unnecessary. Well, getting rid of unnecessary or toxic relationships is just as important to your success and happiness. Relationships with people are like our relationships with cars. You have a reciprocal relationship with your car. If you care […]
Most people don’t like to make New Year’s Resolutions because they don’t last much past the second week of January. However, this year, I challenge you to make one of your resolutions to eliminate weak, self sabotaging, life-limiting words from your vocabulary. By eliminating these seven words from your vocabulary, you’ll increase the power of your […]
Thanksgiving is the kick-off to the holiday season. It’s often the first chance for family and friends to gather in large groups and enjoy each other’s company. Unfortunately, holiday gatherings can also be a big communication challenge for many families. Trying to do and say the “right” thing, meet others’ expectations, and deal with family members’ lack […]
