Every year Memorial Day touches my heart in a way few other holidays do. Both of my brothers served in the United States Military and after their service both returned home. My family and I will always be grateful... Read More
Whether you are a lawyer, a negotiator or anyone trying to build better relationships – one of the most underrated communication skills is the ability to ask questions. Let me explain.
In elementary school, we all learned about the 5 “Ws and an H” or Who, What, When, Where, Why and How. ... Read More
In our previous blog post, Think You’re a Good Listener?, we talked about three key benefits one gains by really listening to what the other person has to say during a negotiation or other attempt to resolve conflict. The question is, though: how do you listen effectively?
We’ve all been... Read More
As a child, your parents probably told you to put on your “listening ears” when they really wanted you to hear – and obey – what they had to say. It was a reminder to stop and pay attention.
When negotiating or dealing with conflict, we need to remember... Read More
We are very much aware of bullying that takes place at our schools and how much it affects the lives of our children. But have you considered the consequences of bullying at work? Did you know that it even existed?
According to the Workplace Bullying Institute workplace... Read More
In a previous blog post, Counting the Cost of Conflict, we mentioned that conflict in the workplace is costing about $359 billion per year. The question is, how do you “fix” this in your own business?
Let me be clear: Conflict is part of our everyday life. In... Read More
We all know that conflict takes its toll on us mentally and physically. Conflict makes communication difficult, starts consuming our thoughts and, in the workplace, is counterproductive – not only for those immediately involved but also for those surrounding us who have to deal with the fallout and aftermath. ... Read More
My challenge to you: Pretend every caller who reaches out to your company’s customer service is a member of your own family.
Intuitively we know that customer service and customer satisfaction is an important component to building a successful business. There are articles galore that talk about the benefits of good customer... Read More
Maria Robinson wrote: “Nobody can go back and start a new beginning, but anyone can start today to make a new ending.”
How true. In the beginning of my divorce I was consumed with how I had been wronged and emotionally abused. Unbidden flashes of memory crossed my mind leaving me saddened... Read More