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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, [...]

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 [...]

5 Best Practices to Prevent Business Writing Blunders

2018-05-07T20:29:39+00:00 By |

It pays to write well and fast. Here’s how to prevent the most common business writing blunders that can sink a project, your credibility, or your career:   Prevent Business Writing Blunders: 5 Best Practices   Don’t Start Too Early The toughest part of writing is thinking.  When your thinking has been insufficient and you [...]

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Are You Delivering Great Stories—Or Just Narrating Them?

2018-05-01T04:42:38+00:00 By |

In my coaching practice, executives often tell me they want to improve their ability to tell stories that inspire and persuade. But as we start work together, they often haven’t thought about the subtle difference in delivering a story versus narrating one. Big difference. Let me illustrate here as best I can. Okay, I can’t [...]

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5 Tips for Women Talking Techie to Technical Men

2018-04-24T03:35:55+00:00 By |

(My column first appeared on Forbes here.) Communicating technical concepts to another technical person requires focus and discipline. Add to this picture other complexities in cross-gender communication. Then scratch below the surface, and you’ll understand why you’re in a difficult situation: A technical communicator won’t let you off the hook with vague generalities. A technical [...]

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Unusual Persuasion Tactics You’ll Find Hard to Believe

2018-04-16T19:13:02+00:00 By |

(This blog first appeared on Forbes.com here.) Life unfolds as a series of persuasive interactions—to get a date, a mate, a job, a promotion, a sale.  What can you do to influence how others think or act as a result of your encounters? Here are 3 counter-intuitive principles of persuasion that most people find hard [...]

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