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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Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
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(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...
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Some silences can be more painful than others: The thank-you note that never arrives. The dinner invitation that goes unanswered. The job interview...
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The essence of leadership is communication. As a leader, your words have the power to motivate or demoralize, inspire or discourage, clarify...
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Handling hostile questions can be more than an uncomfortable five minutes with your project team or an embarrassment with your executive...
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