Bad attitude? Last week I finished a book titled The Noticer, by Andy Andrews. It’s a great story about a mysterious man named Jones (“not Mr. Jones, just Jones” as he repeatedly explains to others). Jones has an uncanny habit of showing up unexpectedly in the lives of people who have never met him. Upon
I have bad news …. No, not really. But let's talk about how to deliver bad news. https://youtu.be/ULWJ9bcnOgo Have you met a person yet who loves to be the bearer of bad news? If you have, they are an anomaly and dare I say – twisted? The reality is, like it or not, bad
Listening Skills: understanding or replying? Which is better? https://youtu.be/im1i6Q31Wtg Many of us were taught the importance of paraphrasing. You know, put someone’s words into your words and repeat it back to them. The problem with this technique is that we end up doing what I call PARROTphrasing. We squawk someone’s words back to them
My tip this week my tip is SAY WHAT YOU MEAN. What’s that you say? Copyright Jesus' Gorritti. Used with permission. Perhaps the question above conjures a video in your head of being at a high school game of some kind of sport and hearing cheerleaders call out “Let me hear your [insert
The tip this week is DON’T ASSUME when you are communicating. Click here (Connecting with Communication: Don't Assume) to watch the video and then keep reading for more communicating practice. Now, we have probably all heard the adage “When you assume, it makes an A@@ out of U and ME.” Let’s not take it that far.
No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction. So, what exactly is RESPONSIVENESS anyhow? It is our “willingness to help the customer promptly.” It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of
Conflict and appreciation: an interesting pair! There are people, who when feeling threatened, are going to try to get you to show your appreciation for them, because they have a need for attention. Lots and lots of attention sometimes! Brinkman and Kirschner describe this behavior as requiring "a higher level of assertiveness and a people focus, in
Oh, conflict and control. What a task to successfully navigate controlling behavior! The good news is, it can be done! With the help from this book, “Dealing with People You Can’t Stand,” by Dr. Rick Brinkman and Dr. Rick Kirschner, you can hone your skills when working with someone who appears to be controlling. Brinkman and
https://www.youtube.com/watch?v=yMiCkzuAib8
https://youtu.be/JpYavXeaPQE
