Happy Holidays & Merry Christmas!
Please watch the video for my personal holiday message to you.
Customer Service: Fantasy vs. Reality
How To Keep Your Customers By Dealing With Conflict
During my years as a sales and marketing executive, I learned the importance of dealing with really angry customers. Several situations where customers’ problems had been avoided and/or mishandled — causing … Read the rest
Five Tips For Having Tough Conversations
Tough talks can happen anywhere, whether they are planned or unexpected. At the office, perhaps at a board or tenants’ meeting. You are leading a group and you find yourself with a team member who is argumentative or pushy. If … Read the rest
The Art Of Listening
The difference between listening and hearing remains a topic of fascination and confusion. Are they the same, or not? Yes. There is a clear distinction, which I address in my recent blog, “Are You Hard of Listening?”
Assuming that our … Read the rest
A Prescription For Clear Communication
Improving doctor-patient communication! Now there’s a great idea. A recent Wall Street Journal feature article, “The Talking Cure,” (Tuesday, April 9, 2013), cites convincing data about the negative consequences when doctors fail to communicate effectively with patients.
Conversations about health … Read the rest
Apology, Forgiveness & Reconciliation — Part 3: Reconciliation
Author Scott Peck has said, “The overall purpose of human communication is – or should be – reconciliation. It should ultimately serve to lower or remove the walls of misunderstanding which unduly separate us human beings, one from another.”
I, … Read the rest