Apr 27, 2023
You have to tell people how it is or you will lose power and authority. If you swallow what you want to say, you will diminish yourself. If you avoid hard conversations, you will have less influence. You need to tell them exactly how you are feeling. This was the tenor of the advice coming from an American...
Apr 20, 2023
We can speak to a group and then there is another level, where we try to captivate our audience. What makes the difference. The content could even be the same but in the hands of one person it is dry and delivered in a boring manner. Someone else can take the same basic materials and really bring it to life.
The...
Apr 13, 2023
Jan Carlzon many years ago published a tremendous guide to customer service. He had the job of turning around SAS airlines and captured that experience in his book “Moments Of Truth”. I was reminded of Carlson’s insights when I was recently checking into my hotel in Singapore. While going through the check-in...