Monthly Archives: February 2017

Do you Interface with Customers … or clients?

You have probably read books, articles, attended seminars about providing excellent customer service. You can recite all of the buzz words and phrases such as “delight the customer, ” wow the customer,” ”customers are our number one priority.” Here is

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Posted in Customer Service, Professional Skills

Image Exchange … in Conflict Resolution

Over the many years of my career, I have made many notes on scraps of paper about various aspects of human behavior. One particular note resurfaced recently, but I did not note the source and am unable to properly attribute

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Posted in Conflict Resolution, Professional Skills

When Anger Blocks Communication …

Scenario: You are attending or conducting a meeting and someone says something that sends you or a team member ballistic. The natural reaction to this behavior tends to signal that the meeting is off track and little will be accomplished.

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Posted in Communication Skills, Conflict Resolution, Professional Skills

Non Directive Coaching … or “Kicking A**”

Every team leader will find the need to coach a team member at some point. Coaching is a form of development in which a person called a coach supports a learner or client in achieving a specific personal or professional

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Posted in Coaching, Performance Management

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