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Why Going to Funerals Is Good for You

2018-06-19T03:04:13+00:00 By |

Please hear me out on this: Life is not all about hype and happiness. Meaning bubbles to the psyche from moments of sadness as often as glee. Relationships among coworkers, friends, and family mean you’ll eventually lose those you love. And as part of working through your grief, you’ll attend a funeral or memorial to [...]

Why Prospects Don’t Answer Their Phone—and How to Change Things

2018-06-12T04:36:13+00:00 By |

Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult you—can spoil a good day. If you have a sinking feeling some of your salespeople may be making such critical mistakes (or heaven forbid, you yourself have tried these call openers), pass on this warning: [...]

Syncing Your Communication Style With Your Boss’s Preferences

2018-06-04T09:57:19+00:00 By |

(This blog first appeared on Forbes here.) Have you slipped into the habit of Sonic-style communication with your boss—much like you drive by for an Orange Slush? “Drive-by” interactions sound like this: “I need to talk to you sometime before we make final plans for the tradeshow.” Or: “Can we talk about a few things [...]

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Is Your Discussion a Helpful Debate or a Heated Dogfight?

2018-05-29T04:37:45+00:00 By |

You’ve heard that politics and religion are taboo topics in the workplace. But it’s not just politics and religion nowadays. It’s also social issues and controversial company policies and values that cause people to hold their tongue and wonder: Where’s the line? Is it smarter to keep quiet and “play it safe”? Or do you [...]

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5 Communication Practices to Revolutionize Customer Service

2018-05-21T19:56:10+00:00 By |

These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life insurance policy, I called the two agents who sold it to me. (Their names are listed on the statement the company mails to me quarterly.) I discovered that Joe retired 8 years ago; Helen, [...]

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Understand Their Frame of Reference to Get Your Point Across

2018-05-15T01:35:31+00:00 By |

Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires homeowners to list renovations done on their home, along with accompanying photos and receipts. I was puzzled. Didn’t renovations INCREASE rather than decrease the value of a home? How would knowing about renovations help the firm [...]

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