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
Why use $50 words when $5 words will do? For example, let’s say I have this to communicate: My colleague made himself the cynosure of the meeting when he pontificated about how parsimonious his department was with their budget. Frankly, listening to him was like listening to a cacophony of screaming children. What? For real?
Are you ghosting a coworker? Let’s talk about this thing called “ghosting”. (Thank you to my niece Jessi by the way for the idea this week.) Have you heard of it? If you haven’t heard of ghosting, let me explain. Ghosting is when two people are dating and suddenly one of them ends all communication
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
Did you know a genuine smile and a name can up your customer service game? I love a good customer experience and know how critical good nonverbal and verbal communication are to creating that experience. So many service providers miss the boat so-to-speak when it comes to truly delivering outstanding service. How unfortunate. Then, there are
Feedback, when not glowing, can be a tough pill to swallow. Unless ... you know how to receive it like a pro. Today I finished up a training series on presentations and PowerPoint for a client. It was a BIG day for them. After 20 hours of classroom learning and application, the tables turned and
The Power of I. This past week I was facilitating a customer service class and we were practicing The Power of I. In other words, learning about the benefits of using I language versus YOU language. It's a communication tip that holds a lot of power and here are a few reasons why. It is
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
Ohh, misunderstandings can be so annoying. Right?! Who wants to repeat themselves one, two, three, four, or more times because someone else doesn’t take the time to really listen. (To listen AND watch click here!) LISTEN BETTER to communicate better is the tip this week! Copyright Sebastiaan ter Burg. Used with permission. The
A phone communication ban? What?!? How challenged would you feel if phone communication was banned for 24 hours? No texting. Zero calls. Nada voice mails. Social media via your smart phone = nope. Would you twitch? Feel poorly accessorized? Perhaps feel lost? Maybe even naked? I know this week's tip is a real challenge
