No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an...

Listening is probably our most important, but most underutilized communication skill. Part of the problem is that people are selfish and...

One of my personal pet peeves is people who don’t reply to emails, voicemails, or text messages in a timely fashion – especially when I...

At least a few times a month, I get a call from a client who wants me to “fix” an employee with training or coaching. “He’s got great...

Within the mainstream U.S. business culture, the rules for handshakes are pretty straightforward and standard, but people often break...

This week I was inspired to shoot a video for you about CATS, but not necessarily the fluffy kind, but the kind of CAT that helps you...

In my workshops, I often hear business owners and leaders lament that “There’s no loyalty these days.” Sometimes they’re referring to...

You’d think in an age where you can post a job on an online site and get hundreds of applicants within a few days, that the process of...

Over the past few years, many of my clients have come to me, wringing their hands, saying, “We’ve got an experience gap. Our top leaders...

Most of the conflict I have experienced in my life, both firsthand and secondhand, has not been the result of factual disagreement, but...

“I’m sorry,” is one of the first things we’re taught to say when we’re children. However, something happens to many of us as we grow up...

In my workshops for new supervisors and business owners, I’m often asked if it’s “okay” to be friends with your employees? My quick...

From facial expressions and body language, to our vocal qualities, clothes, and even how we use or misuse time, our nonverbal...

As a trainer, I often get calls from leaders who want me to teach them how to “fix” employees, or worse, want me to “fix” their worst...

In February, I wrote about the need to clear your communication clutter and get rid of what’s unnecessary. Well, getting rid of...

I’ve done many blog posts on how to be a better leader and supervisor as well as some that help readers identify when they’re not being...

Last week’s post, Identifying Generations in Your Workplace,  focused on identifying and understanding the five generations in the...

The first step in bridging the workplace generation gap is understanding that you have one and how extensive it is. By identifying your...

When it comes to getting feedback on how you’re doing as a leader, manager, or business owner, the saying, “It’s lonely at the top,” was...

Case in point, the simple act of changing the toilet paper roll in the restroom. She just couldn’t understand how people could be so lazy...