Experienced negotiators refer to this surprise tactic as the “bomb scare.” Such surprises happen in sales, salary negotiations, customer...
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Even professional speakers get nervous before keynotes or presentations. To what degree depends on what’s at stake: Who’s in the...
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(This article first appeared on Forbes.com here.) “Never heard back on that.” “They never took serious action on my recommendation.” “Sure...
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This common question sounds like “How much money will I need for retirement?” It’s not uncommon for presenters to walk into a...
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Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult...
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These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
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