An unconscious bias is a quick and often erroneous judgment based on limited facts and our own experiences. This judgment may give individuals and gro...
Saying no should be a moment of empowerment, when you take responsibility for yourself and resist the pressure, or the urge, to satisfy someone else i...
A personal touch is the best way to let your customers know that they are a priority. When you talk to a customer, remember their name, and use it thr...
Are all hours created equal? On our watches, yes, but not necessarily in our minds: Upcoming events may alter the way we think about and use the prece...
Stereotypes and prejudices are often considered to be the same thing, but they influence our behaviour differently. Stereotype (Conscious bias)A false...
“Offer me something I’m passionate about and I’ll show up with all of my energy, effort and care.” That’s a great way to hide. Because nothing is good...
You may have noticed that emails often involve misrepresentation, or misinterpretation? One of the reasons for this is that we don’t ensure understand...
We keep hyping how much speed and fast replies matter in customer service. But...if that's your only focus, you're compromising on other customer serv...
When we are tired, we are less well equipped to deal with life. Sleep deprivation can affect our ability to control and regulate our emotions, as well...
John Gottman, the relationship researcher, observed that married couples had a healthier relationship when the balance between positive and negative a...
As the days grow darker and colder, many of us experience the winter blues, triggered by scant sunlight. The lack of light seems to shift our circadia...
According to George Bernard Shaw, the main problem in communication is the illusion that it took place. Very often, when it comes to communication, an...
Automation and artificial intelligence are hot topics in all industries, and customer service is no exception. But when customers hear “customer servi...
Multitasking at work can lower a person’s IQ by ten points, which is equivalent to losing a night’s sleep and twice the effect of smoking marijuana. B...
In remote work environments - where you are generally not regularly exposed to non-verbal communication signals from team members - it can be easy to ...
If you are looking to create positive change at work, it is likely that you will also create discomfort. Normally, when we want to suggest/impose/appl...
Faces can provide vital clues about a person’s mood, but the most reliable way to ‘’read’’ someone may simply be to listen to them. Yale psychologist ...
When a customer thanks you for your service, avoid answering “No problem” … Even if your intention is good, some customers may be offended. They may w...
We all have the same amount of time available: 24 hours a day, 168 hours a week. Yet, some people succeed in achieving their goals and others still ru...
Psychological distance is the perception of how close an individual is to another person, group, or organization. This is a perception that can only b...
Studies show that lifelong learning benefits us beyond the skills we acquire. The act of learning is just as important as what you learn. Believing th...
When you communicate remotely, you never know exactly what the other person is doing at that moment. A person can answer your question with a simple “...
Obviously, you can prove your point, and even have the last word. Maybe you’re even in the right. However, right or wrong, your efforts will be in vai...
Anybody (even outside your professional life) who gets to interact with you has an opinion of you (whether they actually have experienced you or not) ...
Your experience, your knowledge, and even your expertise, are insufficient to get the credibility you seek to influence others - they need to trust yo...
Everyone makes mistakes.What's important is how you respond to them and what you learn from them.US President Ronald Reagan said: "What should happen ...
The 10 Most Frequent PhobiasSOCIAL PHOBIA – Fear of interacting with peopleAGORAPHOBIA – Fear of crowdsEMETOPHOBIA – Fear of vomitingEREUTHOPHOBIA – F...
"It is not until you have a burning yes inside of you about what is truly important that you can pleasantly, smilingly, cheerfully, say no to all of t...