Category Archives: Quickies

I Don’t Get It … Memorizing Presentations

I Don’t Get … why some people think it’s a good idea to memorize a typical workplace presentation. Some authors even suggest it. Allow me my monthly rant in response. Read More »

Powerful Pitch

A reader recently entered a local business pitch competition with a grand prize of $5,000 and asked for feedback on her ‘script’. I thought you’d find my comments interesting. Read More »

My New Year’s Non-Resolution

Again this year, my New Year’s Resolution is not to make any New Year’s Resolutions. They’re lame, obsolete and no one keeps them for very long.

But … I do plan. I’ll continue to refine goals, objectives, strategies and tactics to keep growing and improving my workplace communication consulting, training and coaching business. I’ll search for five specific ways to do what I do faster, smarter, better or cheaper. I’ll also identify five new clients to acquire and five new allies to collaborate with and support.

Ask me on New Year’s Eve how well I did with my Non-Resolution plans.

Your Network of Advisors

A reporter recently asked how entrepreneurs can expand their network of professional advisors. My thoughts: Read More »

Teaching Customer Service Skills

A reporter recently asked my thoughts on teaching customer service skills to employees with no previous experience. Thought you’d be interested in my comments.

Let’s assume the new Customer Service employees have participated in an effective and comprehensive orientation program about the industry, company and community. Then, they transitioned into an orientation about the Customer Service department, its mission, role, etc. Part of that orientation process should include: Read More »

I Don’t Get it – Work/Life Balance

My rant this month is about a cliché we all hear and many of us use – ‘Work/Life Balance’. I understand the concept but I Don’t Get … the words used. So please humor this incurable wordsmith a little. Read More »

Avoid these Customer Service Mistakes

Here’s a summary of my comments from a wide-ranging conversation with a blogger about mistakes employees make that prevent customer engagement and make them unhappy. Read More »

Overcoming Stage Fright?

How can people overcome stage fright or Presentation Anxiety (PA), the clinical term? Short answer – they can’t – it’s a perfectly normal human response to fear or stress.  But what I help my executive coaching clients accomplish is managing their PA through Minimizing and Masking techniques. Read More »

Dealing with Angry Customers

Of utmost importance is having a well-defined policy in place that senior management participated in creating and signed off on and that everyone who touches customers understands, embraces and follows consistently. Periodic re-training or review can be helpful. Components of that policy should include: Read More »

Ain’t Nothing’ Soft About It

Allow me another ‘I Don’t Get It’ rant. This time …  I Don’t Get ‘Soft Skills’. Read More »

Sign up for our newsletter

We will shortly send a confirmation to the address you provide - please respond to this confirmation to complete your subscription.