Empathy and Solving Client Complaints
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 the tools or the...
Supporting Your Team Through Happy Songs
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, and construction zone. For any of...
Curiosity, Asking questions, Responding with Empathy: True CARE
Sunday afternoon Mike and I ordered up round 2 of cocktails. Now we were on vacation, and we were on vacation in Key West, so we were doing what you do in Key West: day-drinking and dripping with sweat. Key West is the hottest place in the world in September and that...
Your New Way to Start a Meeting
Have you ever had the opportunity to give a presentation about a new way of thinking, a new direction, a new vision for the people that you are working with? People that asked you to come and to help them. While you were giving this presentation that you were prepared...
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