Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate. • Listen with your ears - What...
The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are al...
Failure is uncomfortable. Each time we encounter failure, we learn about ourselves and what we have to overcome. Failure doesn’t mean that you failed ...
Playing unleashes creativity and innovation. It allows us to relax and energizes us, which helps us to discover new ways of thinking and solving probl...
The distinction between "Loving your work" and "Loving working." "I love my work" refers to enjoying the activity and the work itself. "I love to work...
The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
Whether you are speaking to a large group or having an individual meeting, your oral presentation is a key communication tool. You can be an expert in...
Any change causes stress, and it’s not necessarily a bad thing. Your stress response is designed to help you meet demands you face by increasing your ...
"Nonversation’’ is … when instead of giving your caller your full attention, you pretend to listen while doing something else. When you do this, you’r...
Stage fright is not always a disability, it can be used to your advantage. Fear triggers your defense mechanisms for channeling all the attention and ...
Oftentimes, customer service professionals narrow their methods to a simple concept: « Treat people as you would like to be treated.» The “Golden Rule...
When in doubt, ask the person to explain his situation. This is probably the most effective way, the simplest and most straightforward to understand t...
Proactive people decide what's going to happen next. They set the pace, outline the strategy, and initiate action instead of just reacting. Finding th...
Because we want to be efficient, we sometimes submerge others with "urgent" e-mails and we follow up excessively. Be aware that you can generate tensi...
Building rapport is key to successful negotiating. When people are alike, they tend to like each other, so put yourself in their shoes, empathize with...
If the customer suggests you use his first name, it is then acceptable to address yourself to the customer in this way. To use the first name can also...
Look people in the eye and remember their name. These subtle details act as token of respect towards other people and trigger the necessary elements t...
Interpersonal conflict in the workplace often arises when one doesn’t feel valued, appreciated, or respected. If that’s your situation, it’s your resp...
While your technical skills may get your foot in the door, your people skills are what open most of the doors to come. It's just not enough to be high...
Want to be more determined when problem solving? Fold your arms! We tend to spend more time trying to solve problems, and come up with more solutions,...
In a time where we are all in a rush and everything moves quickly, the clientele demands that service be rendered quicker and quicker. The keyword is ...
Give importance to the « real » professional relationship. Pay attention to the individual (client, colleague, etc.) who’s in front of you, by concent...