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...

Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value...

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

One day, when my daughter was in college, she called me in a panic because that afternoon she was going to be giving her first campus...

Tinkerbell was a quiet, shy, but very friendly little dog. She loved to sit in my lap and be held for hours on end. She only weighed 5...

Whether we blame it on auto complete, or we cover ourselves with an automatic disclaimer on text messages and emails, such as, “This...

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...

In today’s competitive employment environment, it’s increasingly important to do everything you can to get and stay relevant in your...

I have a love/hate relationship with email. Clearly communicate their purpose Are concise Are formatted strategically Have subject lines...

Most people would agree that conveying a sense of confidence at work is integral to making a good impression, communicating assertively,...

In last week’s post, Stop Criticizing and Start Giving the Gift of Performance Improvement Feedback, I discussed the evolution of...

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...

I hate networking.  There, I said it. When I hear the word “networking” or someone mentions a “networking event” I have visions of...

The holiday season is a time when many people turn their attention to giving. Although this should be a joyful process, it is often one...

However, I find it strange that so many people talk about goal setting and say that it’s important, but most of them never do it. In...

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

“Thanks for passing the ketchup,” works. “Hey Bob, thanks for the kidney,” seems to fall short. –From “Practical Communication: 25 Tips,...

Without even realizing it, you may have let wimpy words and powerless phrases sneak into your vocabulary. These words and phrases tell...

Gossip is one of the many things that can lower workplace productivity. It can also create an environment of mistrust and can damage...

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...