Erin’s Blog
Empathy: Acknowledge Out Loud
[embedyt] https://www.youtube.com/watch?v=zDILnGIiMaw[/embedyt] A vital and often skipped over step in embracing empathy is to acknowledge OUT LOUD what the other person is feeling. Not just, "Hey, I understand you are feeling." No. Not that. We are all feeling all...
Empathy: how to take it from a cliche to action
It seems like as a nation we are craving it and as leaders, it's the top skill required of us. It's a big concept. A powerful skill. Necessary to create connection, to be understood, and to do the transformational, culture-building work we are called to do as...
Fine with Fine
[embedyt] https://www.youtube.com/watch?v=fXT8EQ1eCw4[/embedyt] I have been using a word lately that normally lands on my banned-from-use list. The word: fine. I’ve got some built up resistance around this word. There are the flashbacks from my restaurant...
How are you doing? How to embrace questions to fuel connection
This question was the most received text and most sent text I received this week. Seems to be a lot of people checking in to see how we are doing. Rightly so. There is much to check in on. In this video we explore why this question is so important these days and...
Perspective, resilience, and grit: lessons learned from life in the Peace Corps
The Peace Corps celebrated its 59th birthday this week on March 1st. This time of year I always tend to take a walk down memory lane and reflect back on my time as a volunteer in Panama from 2005-2007. The anniversary of your first year in-country is kind of a big...
Active Listening: More than a Head Nod
[embedyt] https://www.youtube.com/watch?v=qn0QvAaPtug[/embedyt] Active listening. How many of you have been to a workshop, a seminar, a training, when they talked about active listening? I'm going to bet the majority of you. I'm also going to bet that...
Human Connection with Just Two Words
[embedyt] https://www.youtube.com/watch?v=D4nDH3JqVOI[/embedyt] What would your response be if someone came up to you and paid you a genuine compliment? Or gave you some acknowledgement about some amazing impact that you had on their lives? What would you say?...
Share the Praise: The Secret to Testimonials
https://www.youtube.com/watch?v=n4oOCQMWwBE I woke up with a start the other night because I heard this random scratching from underneath the bed. I did what anyone would do and I started shaking Mike laying next to me. I said, "Mike! Wake up! There's something...
Empathy and Solving Client Complaints
https://youtu.be/hcydNidOt3k One of the most painful situations for me to watch is when a customer is screaming and complaining and ranting and raving to an employee. It's so painful for me because I feel like, more times than not, the employee hasn't been given...
Supporting Your Team Through Happy Songs
https://youtu.be/yQCAHCGcYpA In 2008 I had the opportunity to move to Santa Fe New Mexico. I headed out there as the opening training manager for a resort that was slated to open up in early fall. I headed out in May and it was still hard hats, construction dust,...
