Usually, when someone provides a service, favor, or courtesy, many return the courtesy with a “thanks.” Unfortunately, there are instances when thanks is not only insufficient, but can have the exact opposite intended effect. Instead of the recipient feeling appreciated, he or she may feel unappreciated, angry, and very unwilling to do anything to help […]
Let’s face it, most people love to talk more than they like to listen. The squeaky wheel gets the grease after all, right? In fact, everything we learn from the time we’re young reinforces the value of talk over listening. We wait for baby’s first word, bribing and cajoling them to say something … anything […]
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, […]
I was presenting a customer service program last week when a participant asked how to handle customers who continued to talk on their cell phones while she tried to help them. “Isn’t that rude?” she asked. She was obviously a nicer person than I am, since she had to ask. Of course it’s rude, disrespectful, […]
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 […]
When you were a child and were angry, upset, hurt, or frustrated, you probably didn’t have the words to express your emotions. It’s a rare kid who can say, “Mother, I’m infuriated and disillusioned with your decision to deny me that chocolate torte for my midday repast.” Instead, a child will huff and puff, scream, cry, throw things, and […]
Not many people realize that silence is a very powerful communication tool—sometimes even more powerful than nonverbal communication or words. Doubt it? Try this. Look a person in the eye, ask him or her a question, and then wait for a response. Remain silent and simply maintain eye contact and provide your undivided attention. What […]
Most people don’t like to make New Year’s Resolutions because they don’t last much past January 10th. However, this year, I’m making this one– to eliminate these words from my vocabulary. Any other offenders out there who would like to join me, come on! 1. Like– I’m not saying we should never use the word like, but […]
“Imagine passing a home under construction and watching the carpenter attempt to build the house with only a hammer and screwdriver. He might be able to get some of the tasks done, but certainly not all of them, and he would be unable to achieve his goal. The solution: adding to his toolbox in order […]
