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Active Listening: More than a Head Nod

Active Listening: More than a Head Nod

by Erin O'Malley | Apr 10, 2019 | Customer Experience, Leadership, Listening

[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...
The Solution to Sorry: A formula for connection

The Solution to Sorry: A formula for connection

by Erin O'Malley | Feb 20, 2018 | Customer Experience, Leadership

I am, by no means, a betting lady. However, in this case, I’m prepared to go all in and bet since I threw down the “sorry challenge” you’ve heard the s-word constantly. I’ll leave it up to you to pony up whether you heard it more or said it more after I graciously...
Stop with sorry. Start with connection.

Stop with sorry. Start with connection.

by Erin O'Malley | Feb 16, 2018 | Customer Experience, Leadership

At work: “Sorry I’m late!” From a (non) participant: “Sorry I couldn’t make it to your session.” From a colleague: “Sorry I didn’t get back to you.” On the plane: “Sorry for the delay in taking off.” At the grocery store: “Sorry the wait was so long.” From my spouse:...

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