The Consequences of a Single Word

The Consequences of a Single Word

You might be surprised to learn that the reason you aren’t getting that promotion you’ve been working for or landing that big client you’ve been courting might all come down to the use of one single word. I spoke yesterday with a very accomplished woman about putting together a program for a women’s group she…

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Maybe there is just no talking to you either

Maybe There Is Just No Talking To You Either

A few weeks ago I wrote an article about what it was like to be on the receiving end of you. It was about how you need to be aware of how your communication style effects the people you are trying to reach and what you can do to make sure you’re being effective in…

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Your intention is what keeps tripping you up.

Your intention is what keeps tripping you up.

In a recent article where I wrote about understanding what it’s like to be on the receiving end of you, one particular example I gave seemed to have hit people the hardest. It was the example of a person who is constantly trying to convince others that they know everything, that they’re always right. Basically,…

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What is it like to be on the receiving end of you?

Want to improve your sales? Your customer service? Your relationships in general? Take a minute to think about something: What is it like to be on the receiving end of you? Have you thought through your approach to sales conversations or are you just throwing out as many benefits that you offer as fast as…

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Follow The N's Until You Get to the Golden C

“Follow the N’s Until You Get To The Golden C”

Is a lack of clarity hurting your business? How many customers have you lost because someone didn’t know how to be your customer? The other night I stopped by a large hospital to visit my nephew (he’s fine.) It was late in the evening so I was able to find a great parking spot and…

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Your Customers Can't Read Your Mind

Your Customers Can’t Read Your Mind

This is going to come as a huge shock to way too many people: Your customers cannot read your mind! They are not there when you train your team. They do not have access to your systems. They are not at your Monday morning meetings. They do not know how you do what you do.…

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Turning Confrontation Into Conversation

Turning Confrontation Into Conversation

First and foremost, I’m not talking about those crazy reality television / social media over-the-top scenarios with the hair pulling, dish throwing, obscenity screaming, people getting dragged off the airplane type of situations. The truth of the matter is that most of us don’t live those lives. Most of us don’t particularly like confrontation, and…

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Lessons From Katie Couric

Lessons From Katie Couric

The other day Katie Couric taught us all a lesson in having seemingly impossible conversations. She taught us that not everything has to be a confrontation; that not everything has to be escalated higher and higher with each back and forth. And she taught us that everyone needs to take a breath and remember that…

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Violence as a Response to Free Speech

Violence as a Response to Free Speech

The fact that almost 20 percent of current college students recently surveyed feel that it is fully acceptable to respond with violence to people making statements that they disagree with (http://bit.do/dRZKo) is bound to have a profound effect on our country’s future as these students grow up and bring this opinion with them as they…

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Big Decisions Require Big Conversations

  Who are you letting make the decisions about what happens to you? About what happens to your family? About what happens to your business? I’m not talking about the 226.7 decisions Cornell University says that adults make daily just about food (Wansink & Sobal, 2007). By the way, I wonder how they count it…

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