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

Interpersonal Skills are the emotional, verbal, and nonverbal skills necessary to successfully interact with others and build one-on-one...

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...

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

Since today is Independence Day in the U.S., I’ve been thinking a lot about the things that hold us back in life and keep us from being...

In the almost 30 years I’ve been in the adult working world, I’ve found that people vary greatly in their ability to keep from sharing...

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...

About a week ago, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication...

Self-talk is the act of communicating to oneself, either aloud or in your head. Self-talk can be positive, such as when we pump ourselves...

Let’s face it, we all like being comfortable. I love my comfortable jeans, my most cushy pair of shoes, and the amazing new mattress on...

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

A few years ago, I was asked by a client to speak to a group of senior managers about coaching employees. During the program, I discussed...

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...

I remember when I first realized how annoying vocalized pauses can be. I was sitting in a college course listening to student...

Conflict is an inevitable consequence of human interaction. However, most of us don’t like to confront conflict at all, let alone by...

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

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...

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...

The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG!...