Category Archives: Bits & Pieces

Whatever your profession, you also need to be a professional communicator. ETC is pleased to share these essential Bits & Pieces to help you polish those skills.

To Change … Or Not To Change?

Regular readers see me rant and rave all the time and might assume I’m that way in my workplace writing workshops, Surprise – I’m not. I don’t ask people to change any of their word use or writing style habits. I do ask them to challenge their habits in light of the contemporary Best Practices we discuss in class.

If they decide to change any of those old habits, that’s fine. If not, that’s fine, too, as long as they remember the old adage, ‘If you keep doing what you’ve always done, you’ll keep getting what you’ve always gotten.’

Hiring Good People

I recently responded to a blogger about hiring good people. Here’s a summary of our conversation: Read More »

I Love ‘reply to sender’

On the opposite of this month’a rant, I really appreciate it when people select ‘reply to sender’ or something similar on a group response email. I actually don’t know when that happens because I never see the response, I just assume the person responded properly. Read More »

I Hate ‘reply all’

I hate being copied on responses that I don’t need to see. I bet you do, too. Someone responds to a question asked in a group email with a careless ‘reply all’ response because they were lazy or inept to do the right thing.
Read More »

International Again!

Several months ago, I indicated that I had become a resource for an international business publication. My colleagues at ‘Ignites-Asia’ included some interview comments in their feature piece about how to tell your boss you’re overworked.

They interviewed me again last month, this time for an article entitled ‘Mars vs. Venus: bridging the gender communications gap at work.’ I’ll run some excerpts from that interview next month.

So … hello world!

Presentation Humor

My long-time business chum and engaged reader Jim ‘the biggest name in PR’ Tabaczynski offers these ’36 Obvious signs that you just threw your presentation together’ for your amusement.

https://www.themuse.com/advice/signs-presentation-prepared-last-minute?bsft_eid=2b252d63-bfe9-f14b-0d52-a3338952be77&utm_campaign=daily_20190329&utm_source=blueshift&utm_medium=email&utm_content=daily_20190329&bsft_clkid=acdd890f-157d-441e-8022-e0875437ec53&bsft_uid=d9662876-dc87-40bb-b15c-bf9061a6e602&bsft_mid=31a65c6f-0047-43df-b743-be1a28518391

Thanks Tabbo …

‘Phil’s Faves’ for April

Three simple concepts about teamwork you’d hear often in one of my training or coaching sessions.

‘There is no ‘I’ in ‘team’, but there is a ‘me’. So make me feel welcome, valued and important if I’m on your team.’

‘There is no ‘I’ in ‘team’, but there is an ‘eat’. So, make sure you have good food at every meeting.’

‘A camel was a horse designed by a self-directed team!.

Why I Hate Lame Customer Service

While no one believes that customers are really always right, CSRs and Sales Reps should believe that customers are always critically important to their jobs and the success of the company. And they should act like that all the time. Problems occur when employees make these mistakes: Read More »

Why I Love Customer Centricity

People have different preferences about how they communicate. Some people would rather talk than write. Others would rather write than talk. Yet others have very high response rate to text. No surprises there! 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 »