Category Archives: Communication skills training

Are You and Your Business Partner Having Problems?

We all start businesses with good intentions. ‘We’ll both work hard. We‘re good friends and we respect each other. Our combined skills will be needed for the business to be successful. A partnership will help the business grow more quickly.’   Then life happens. One owner decides to get married and children come soon after […]

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Using Level 3 Conversations to Bring Out the Best in Your Staff

  Drew just got done giving his staff of five the parameters of a new service they would be offering, how it would be rolled out, what the CEO wanted the company to be known for and what a high quality deliverable would look like.   Then he said, “Let’s now have a level 3 […]

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Happy Holidays: A Story About Customer Service Culture and Accountability

“We practice NEAT here”, said the manager. “What’s NEAT?” said the temp. “It’s an acronym. It stands for – say the customer’s Name, make Eye contact, Ask Questions and say Thank you. We really want the customer to experience how special she is.  At our business we hold each other accountable for always providing a […]

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Get off your ‘But’

“I liked everything you did on the project, but…” “You put in a lot of effort, but…” “I did everything you asked. But …” ‘But’ is a set up for negativity. It’s telling the listener that ‘the other shoe is about to drop’. It’s letting judgment come into the picture so the listener knows they […]

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Nobody Is Perfect, Especially in the Middle of Divorce By Andrea Vacca

After I posted my blog post entitled Peace, Love, Joy, Hope – Are They Real For You? my good friend Andrea Vacca wrote a post for her blog applying the content of my article to couples going through divorce. It’s entitled Nobody Is Perfect, Especially in the Middle of Divorce. Her closing line: “As a […]

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Joan Rivers, Will Broadway Dim Its Lights?

How do we think of Joan Rivers? Comedienne? TV star? Broadway star? Is she perceived as a Broadway star so she could have the usual tribute of the dimming of the Broadway lights in her honor? Some people said no, namely the Broadway League, which represents theater owners and producers. Some people said yes – […]

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Delegation: Are You an Enhancer or a Diminisher?

John is a manager and has seven people who report to him. He grumbles that no one measures up to his skill level. Yes, he attempts to delegate the work that comes into the department to each of his employees. But he always finds fault with what they’ve done. It isn’t done exactly like he […]

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Employee Engagement in Action

I just attended the ‘Best Places to Work” lunch sponsored by Crains. Fifty businesses were selected out of the hundreds of thousands of businesses in New York City. These companies were voted in by their own employees who filled out assessments about why they love working there. Nationally only about 41% of employees are engaged; […]

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