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We’ve all come across people who seem to love conflict. They seek it out, jump into it even if it has nothing to do with them, and start...

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

One of the things I’ve noticed about the organizations I’ve served in more than 20 years in business, is that the organization’s...

When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a...

This week, I’m combining my regular “Monday Motivation for Performance Communicators,” with my blog because with Thanksgiving just a few...

This week’s blog post is a guest post about conflict resolution by Rob Pennington, Ph.D. Dr. Rob is an educational psychologist who...

Think about the last time you tried to get a refund at a store, get an extension on a deadline, or even asked a child why he didn’t...

Many of the responses I heard surprised me. There was a lot of advice to “wait and see what happens,” “let it go,” and “rise above.” The...

The holiday season is upon us and even though it’s relatively early, you might already be feeling stressed out, worried, and wishing it...

We’ve all come across people who seem to love conflict. They seek it out, jump into it even if it has nothing to do with them, and start...

Last week I wrote a post with advice on how to offer a sincere apology.  Since then, I’ve had several readers contact me complaining, not...

When customers are unhappy, they’re generally not on their best behavior. Unfortunately, no matter how much customers “push your buttons”...

Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to...

Let’s face it. There are some conversations that nobody really wants to have– from  confronting an employee at work to talking to a...

Your heart is pounding. Your thoughts are racing. You’re in a total panic. Why? You have Electronic Communication Regret, commonly known...

With Independence Day just two days away, I’ve been thinking a lot about the things that hold us back in life and keep us from being...

Although they’re often a lot of work, caring for them is very rewarding, quite entertaining, and surprisingly educational. Here are some...

When you were a child and were angry, upset, hurt, or frustrated, you probably didn’t have the words to express your emotions. It’s a...

Thanksgiving is the kick-off to the holiday season. It’s often the first chance for family and friends to gather in large groups and...