Posts Tagged ‘communication skills’

The secret to maintaining a customer service attitude

Published by | Thursday, March 27th, 2014

Maintaining a customer service attitude

Customer service professionals are expected to have a positive and friendly attitude at all times—but maintaining such an attitude isn’t always easy. Upset customers, challenging problems, or even fatigue can make it hard to keep smiling.

Attitude anchors are techniques you can use to help position your customer service attitude in a positive place, or even to repair a bad attitude when you’re feeling down. There are two kinds of attitude anchors: maintenance anchors and repair anchors.

Moving past workplace challenges: Management Tips

Published by | Wednesday, February 12th, 2014

Getting past challenges in the workplace

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What are your biggest challenges at work? Two common workplace challenges are working with people you don’t like, and knowing when and how to stop putting effort into projects that aren’t working—so you can instead focus your attention where it truly matters.

The first tip this week is about working with someone you don’t enjoy; this can drain your energy quickly unless you make a conscious choice to approach the situation constructively. Your don’t have to become buddies with unpleasant coworkers, but you can learn to recognize their positive traits instead of letting their negative ones get the best of you.

Storytelling in the workplace: Management Tips

Published by | Wednesday, January 22nd, 2014

Storytelling in the office

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This week we’ll dive into one of my favorite topics: storytelling. Using stories as a communication device can ensure that your message is understood and remembered. Why is that? Good stories inspire the listener, tap into emotions, and involve characters who are dealing with issues the listener truly cares about. When you capture your listeners’ emotions, they listen—and become truly engaged.

Communication is career skill #1: Management Tips

Published by | Wednesday, November 20th, 2013

Listening and candor. They’re two of the most valuable tools of effective communication, but they’re often overlooked. Listening is the focus of my first Management Tip this week. We often spend too much time asserting our views and responding to others, and too little time listening to—and genuinely hearing—what they have to say. This is ineffective communication, and people can easily sense when managers are more concerned with their own points of view than understanding the team’s position, which undermines their trust in your leadership.

Here’s a rule of thumb: In a conversation with your team, you should listen as much as you talk. If you don’t, they will eventually stop sharing their thoughts with you.

Communicating across the generations: Management Tips

Published by | Wednesday, August 28th, 2013
Manage effectively across generational lines.

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Being a leader means working with many generations. One of my favorite generations are the millennials, also known as Gen Y. Often reared by more engaged, hands-on parents than prior generations, the average millennial’s childhood benefitted from more daily structure and parental interaction.

Unlike the more parentally dictated childhoods of the baby boomers and Gen Xers, millennials were often raised having regular dialogues with their parents. Parents of millennials didn’t always mandate to their children, “finish your breakfast!” Instead they might ask, “Didn’t you agree that you would finish breakfast before playing video games?” And in response, a millennial child may very well have negotiated with his or her parents—right there at the breakfast table.

The four phases of successful conversations

Published by | Friday, August 16th, 2013


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Even the savviest communicators get nervous when it’s time to have a difficult conversation with colleagues, friends, bosses, neighbors, or family members. But as author and director of learning and development Britt Andreatta shares in her latest course, difficult conversations can actually be opportunities to build better relationships on more solid ground.

Every difficult conversation that ends successfully shares these four elements: