5 Tips for Using Silence to Your Advantage

5 Tips for Using Silence to Your Advantage

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 […]

Accountability is the Language of Successful Leaders

Accountability is the Language of Successful Leaders

Over the past week, the word “Accountability” has come up over and over again. First, it was a client who was looking for a customized program for her leadership team to help them learn how to hold themselves and their employees accountable for their actions. The second time was when I was having a discussion […]

7 Phrases to Avoid if You Don’t Want Customers Getting Fired Up

7 Phrases to Avoid if You Don’t Want Customers Getting Fired Up

Many people don’t realize that a simple, “seemingly” innocent comment, when said to an angry customer can turn a concern or complaint into a full-blown argument. When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a customer service fire […]

10 Questions You Should Be Asking Your Customers – and Probably Aren’t

10 Questions You Should Be Asking Your Customers – and Probably Aren’t

Some people mistakenly believe that if customers aren’t complaining, they must be happy. What they don’t realize is most unhappy customers never communicate their concerns or tell you why they’re unhappy, they simply “vote with their feet” and never come back. Customers often don’t have the time, energy, or heart to tell you that you’re no longer meeting […]

30 Customer Service “Fails” that Can Ruin Your Organization’s Reputation

30 Customer Service “Fails” that Can Ruin Your Organization’s Reputation

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 Skills

The High Cost of Poor Listening Skills

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. […]

9 Conversations You Should Never Start at Family Holiday Gatherings

9 Conversations You Should Never Start at Family Holiday Gatherings

This week, I’m combining my regular “Monday Motivation for Performance Communicators,” with my blog because with Thanksgiving just a few days away, we’re officially starting the holiday season- including the stress of family gatherings. Family holiday gatherings should be a time to reconnect, enjoy great food and drinks, and most of all, to celebrate the “reason for the […]

9 Tips for Establishing a Great Relationship with Your Child’s Teacher

9 Tips for Establishing a Great Relationship with Your Child’s Teacher

Every year around this time I post communication tips for talking with your child’s teacher. However, these tips are about more than talking with the teacher. They’re about creating open communication and building an effective parent-teacher relationship that will serve you when things are going well and when your child hits some inevitable bumps along […]

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