As leaders, we focus a lot on what we say: preparing for meetings, writing the perfect email, or rehearsing for presentations. But the...

I never learned how to avoid conflict as a kid, but I did learn a few things about conflict that I think are interesting. For example,...

In a previous post, I discussed how to Improve Your Listening in Six Easy Steps . However, sometimes the first step to improving your...

Imagine if you worked in an organization where staff members have no idea what other staff members are doing, management has no idea what...

Imagine if you worked in an organization where staff members have no idea what other staff members are doing, management has no idea what...

This week, I thought I'd share a short video with you on the power of positive phrasing. It's based on a segment in my "Customer Service...

In my 22 years in the training and speaking business, I've presented A LOT of customer service and customer communication programs. In...

I thought I'd do something fun this week instead of a regular written blog and that's to give you the listening quiz I give in many of my...

Listening is one of our most important communication skills, but also the one we spend the least amount of time developing. Think about...

"Hey, do you have time to talk?" "Do you have a minute, I have an idea I want to run by you?" How many times a day are you asked...

As we head into the last month of 2016, I was thinking about the things I had on my "to do" list for this year that I've still not...

Last weekend I spent time with some of my NSA colleagues at beautiful High Point University in High Point, North Carolina. If you've...

Pretty soon after we're born, our parents start encouraging us to talk. "Say mama," or "Say dada," they cajole, beg and bribe us to...

Greetings from Ireland! It's about 5:25 am here and I'm getting to start my last two full days of my UK/Ireland adventure. Many people...

One of my New Year’s resolutions was to do a better job of showing more appreciation to those around me. While on vacation two weeks...

If you look up the words explanation and excuse in the dictionary, at first, they appear similar. However, if you look closer, there’s a...

We all know the importance of giving feedback to others, especially employees, but what about seeking feedback? When was the last the...

Although not many of us want to admit it, we’re all pretty self-centered. Someone drives too slowly in front of us and we get mad because...

The other day, I sat through a presentation by a "subject matter expert" that was so boring, I began daydreaming about standing up and...

One day an old man was casually walking along a country lane with his dog and his mule. Suddenly a speeding truck careened around the...