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The Secret Ingredient to Improved Customer Service

The secret ingredient to improved customer service is simple: take care of yourself so that you can care for others.

The hustle bustle of the holiday season is right around the corner! Balancing the responsibility of caring for our customers along with preparing the holiday meals, shopping, and attending the myriad of other events can […]

By |November 25th, 2014|Categories: Customer Service|Tags: |0 Comments

3 Steps to Responding Well to Criticism

How well do you respond to criticism?
Being able to receive feedback and do something with it shows strength and confidence. While opening our heart and mind to feedback is not natural, it is a coveted skill that each leader needs to succeed.

Follow this 3-step process to receiving feedback that will help you project an […]

3 Easy Steps to Assertive Communication

How often do you speak assertively?

In our last two blogs (We Are Losing How Much To Conflict & Choose Your Action Wisely), we learned that getting crystal clear on “who you are” and “what you truly want” in any situation will help guide you to make wise decisions when facing any conflict at work. […]

Choose Your Action Wisely

In our last blog (We are Losing How Much to Conflict), we learned that getting crystal clear on “who you are” and “what you truly want” in any situation will help guide you to make wise decisions when facing any conflict at work.

Once we are clear on “who we are” and “what we want”, […]

We are Losing How Much to Conflict?

What is the cost of conflict in your organization?

Organizations lose 3 hours of productivity per week per employee due to conflict, according to Martin Freres (Journal of the International Ombudsman Association, volume 6, number 2, 2013). For a 100-employee company with an average pay rate of $15/hour, the annual productivity loss due to conflict […]

What does Conflict Transformation have to do with Customer Service?

In our “What is a Conflict Transformer?” blog, we learned the advantages of embracing the mindset of viewing conflict as an opportunity for positive change. Mindset drives the choice of language which is the foundation for communication.

Conflict Transformers recognize that communication is an art and a key component in transforming the world around us. Language […]

What is a Conflict Transformer?

What is a Conflict Transformer?

A conflict transformer is a leader who embraces and practices the philosophy of viewing conflict as an opportunity for positive change.

There are two common reactions to conflict: avoidance or aggressive.

EXAMPLE of TWO COMMON CONFLICT STYLES
You call a meeting with your team for the annual sales planning session. A key manager […]

How to Transform the Purple Minion Part II

Part Two: How Do You Remain Calm in Situations of High Emotion?

In Part One: How to Transform the Purple Minion, you learned that it is your choice to respond or react in a situation of high emotion.  You can choose to stay in your purple minion state or not.

In situations where emotions are running […]

How to Transform the Purple Minion Part I

In the movie Despicable Me, when a cute, lovable yellow minion was injected with an evil potion, it immediately turned into an ugly, mean purple minion.  It happened instantaneously once the potion hit their bloodstream. The cure was as simple as injecting the purple minion with a counteractive calming potion.  We like to think […]

Are your Subject Lines Engaging or Enraging?

Developing engaging subject lines is not a practice exclusively for email marketers.  This is an important practice for any business professional.  Email is one of the primary forms of communication in the business world. How you represent yourself in email is a reflection of your professional image.

Business Professionals – this one is for YOU! […]

By |March 24th, 2014|Categories: Communications|Tags: |0 Comments