These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
Read moreRecently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
Read more(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...
Read moreSome silences can be more painful than others: The thank-you note that never arrives. The dinner invitation that goes unanswered. The job interview...
Read moreThe essence of leadership is communication. As a leader, your words have the power to motivate or demoralize, inspire or discourage, clarify...
Read moreHandling hostile questions can be more than an uncomfortable five minutes with your project team or an embarrassment with your executive...
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