Only people can have ethics. Ethics, as in, doing the right thing even though it might not benefit you or your organization financially. When we use t...
The only way that they can support you is if you speak up. But do not only communicate about problem or challenges … bring them suggestions to solutio...
It’s easy to blame the customer, the colleague or the boss for your behavior. Not only it is easy, but often it is also justifiable. They or the way t...
« The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year. » John Foster Dul...
According to Professor Bernard Roth at Stanford, swapping one word for another could make all the difference in how you approach your goals. The next ...
According to Professor Bernard Roth at Stanford, swapping one word for another could make all the difference in how you approach your goals. When you ...
Your language not only affects how others perceive you; it also has the potential to shape your behavior. According to Professor Bernard Roth at Stanf...
Emotions routinely swirl within us, and they aren’t easily named. It may be useful to stop, examine them, and try to put them into words. When we labe...
Times New Roman may be your default font, but onscreen its curvy design with tiny tails on the ends of letters, called serifs, may slow word recogniti...
Whatever our role or function, being the one who, despite having too much work, does everything, worries about all the details, pitches in and therefo...
During a negotiation, it is always preferable to think in advance about our BATNA - or Best Alternative to a Negotiated Argument. The BATNA becomes ou...
Harvard Business School social psychologist professor Amy Cuddy says people judge you based on 2 criteria when they first meet you: * Can I trust this...
This may sound simple, but problems with customers recurrently begin with simple misunderstandings on either or both sides. Make sure you fully unders...
It takes 64 seconds to retrieve your train of thought after an interruption by an e-mail. (T. Jackson, PhD, Loughborough University) That means if you...
Learning something new requires effort, time and is often frustrating. Once we get good enough, it's easy to get in the habit of giving a half effort,...
Sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad. You can be that s...
Behavioral scientists have found that about two to four feet (0.6 to 2 metres) is the accepted amount of personal space most North Americans need to f...
Ultradian rhythms are the cycles of activity and rest that alternate during the day. Many of the functions of your body and brain are set for performa...
An acquaintance of the great philosopher Socrates came one day to tell him what he had just heard about a friend. Before allowing him to tell his stor...
In Quebec, we have BIG winters! We get ready for the snow and cold. We take out our coats, our scarves, our mittens and our boots. We also take out ou...
Statements such as "I just work here”, "It’s not my responsibility" or "I’m just following orders" are the worst kind of ethical excuses since work et...
Patience is not only a virtue; it is a necessary skill in order to deliver excellent service. If you deal with customers on a daily basis, be sure to ...