Leadership

5 Communication Practices to Revolutionize Customer Service

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, [...]

2018-05-21T19:56:10+00:00 By |0 Comments

Are You Delivering Great Stories—Or Just Narrating Them?

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 [...]

2018-05-01T04:42:38+00:00 By |Comments Off on Are You Delivering Great Stories—Or Just Narrating Them?

5 Tips for Women Talking Techie to Technical Men

(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 [...]

2018-04-24T03:35:55+00:00 By |Comments Off on 5 Tips for Women Talking Techie to Technical Men

How to Boost Your Credibility at Work

(This blog first appeared on Forbes.com here.) Credibility is hard to earn and easy to lose. People judge you not only based on your job performance, but also by your communication––how you talk and what you talk about when and with whom. Words have to match actions. In addition to meeting your deadlines and hitting [...]

2018-04-10T10:56:15+00:00 By |Comments Off on How to Boost Your Credibility at Work

6 Differences Between Leaders and Managers

The distinction between leader and manager may have absolutely nothing to do with position or title. You can lead as a project team member, an association member, a parent, a researcher, a customer or an assistant. The key difference: Leaders improve things. Managers maintain things.  But let me get more specific about how:   How [...]

2018-03-26T17:54:03+00:00 By |Comments Off on 6 Differences Between Leaders and Managers

How to Communicate Like a Confident Leader

(My blog first appeared on Forbes.com here: https://www.forbes.com/sites/womensmedia/2017/05/10/how-to-communicate-like-a-confident-leader/#48a1fc1e4a3e.) As a keynoter, when I ask audience members to call out attributes of executive presence, they always mention confidence. As I drill down on the topic, the audience agrees that they can see it, hear it, and sense it in many ways—often in ways not always apparent to [...]

2018-04-09T09:02:58+00:00 By |Comments Off on How to Communicate Like a Confident Leader