Category: Articles
Communication File – Improve Communication By Eliminating Insinuation
Learn about how insinuation causes conflict Summary: Using insinuating language (insinuations) is a cowardly and week method of attacking another person without taking responsibility for one’s opinions or position. Learn about insinuation and the damage it causes to effective communication….
Defusing Hostile People Guide
Principles of Defusing Hostility Follow these principles when dealing with an angry person to succeed! Deal With Person’s Feelings First An angry person needs to have the issue AND their feelings addressed in order to start interacting constructively. The angrier…
Internal Communication Strategies – The Neglected Strategic Element: Communicating within the company is as important as communicating outside the company
Special Report Internal Communication Strategies – The Neglected Strategic Element Most organizations, be they public or private understand the importance of strategic communication with customers and/or stakeholders. Hence we have marketing and communication specialists to produce communication plans for external…
Applying Bacal’s Law of Meaningless Utterances – Understanding language and communication – meaningless utterances
Amazing Language_ Much of what we say means nothing at all Applying Bacal’s Law of Meaningless Utterances People say all sorts of things, and make all kinds of statements. Some of those are very meaningful, even profound and worth paying…
Ten Tips On Using Relationship Quizzes To Understand Yourself And Your Partner
There are tons of quizzes online (below is a list and links to a number of self-assessment instruments you can use free of charge) and in magazines that can help you better understand yourself and your relationships, but you need…
Why Companies Can’t Prove The Value Of Employee Engagement
In a perfect world, it would be important for companies that invest in anything to be able to evaluate whether that investment returns value to the company. Companies evaluate their marketing strategies, in terms of business results, assessing different channels,…
You Know You Are A “Real Writer” When….
People write for all kinds of reasons. Some do so because they feel it’s a good business strategy to create blog posts. Others write because they have a passion about a particular subject. There’s one element that will help you…
Eleven Pillars Of Radical Customer Service
So long as you do what everyone is doing in customer service, you have no chance at using customer service as a competitive advantage. The basic principle behind radical customer service is simple, and applies to many other areas in…
How Good Does Voice Recognition/Artificial Intelligence Have To Be To Be Useful For Customer…
Q: Since Watson’s successful debut on Jeopardy, there’s been a suggestion that computers can do natural language processing to improve customer service. What do you think? Robert: I think it’s fascinating, and promising to imagine a computer can handle and process customer…
Teachers Who Make A Difference: The Gift That Lasts A Lifetime!
Some forty years ago, I learned that the Battle of Hastings was fought in 1066. I have to admit that I’ve never been called upon to use that information, any more than I’ve been called upon to recite the various…
Supporting Your Support Staff So They Can Support You
They usually do the most repetitive job tasks. They answer the phones, keep things organized, keep track of finances, make sure you have what you need when you need it, and are often the first contact a customer or member…
