Learning to say “no” is one of the Golden Rules of time management. In 80% of all cases, you won’t need to say “no.” Offer a “conditional yes” instead...
E-Mail is a great tool, however, when you have sensitive or important matters to discuss, communicate orally instead of electronically. Hiding behind ...
Who are your customers? Your customers are people who buy, but they can also be those who simply benefit from your efforts. These customers may be pay...
It’s the end of the year, good or bad, satisfying or disappointing, it’s time to take a look back over the past year. Being resilient means being able...
You are in a situation where exchanging with your interlocutor is an INTERCULTURAL CHALLENGE? Do this … • Define the facts, not your perception of the...
Values are formulated in principles to frame and encourage ideal behaviour. Principles are rules derived from values. For example, honesty is a value ...
Research links poor stress prediction and the inability to gauge your own potential coping resources to the tendency to complain. University of Alabam...
Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. Say ...
Have you noticed how easily children can become absorbed in what they’re doing? For most of us, however, it can be something of a challenge. But some ...
C.Porath, Associate Professor of Management at the University of Georgetown suggests: If you need to confront a colleague who has been incorrect, ask ...
It’s the cognitive and descriptive part of yourself. It’s developing a self-image. Do you really know yourself? Have you ever taken the time to listen...
Some people dread small talk. They worry that it will be boring, awkward, or that they’ll run out of things to say…But it doesn’t have to be painful. ...
When problems arise – because they will - Don’t cover up service issues. When there are problems don’t choose to be discreet and hide it under the rug...
Is your desk filled with piles of papers? Is your desktop jammed with endless folders? Is your email inbox overflowing? All that clutter and chaos can...
Whether it's via emails or chats, you must pay attention to your tone and how you respond. A good rule of thumb is to craft a written message and rere...
The emotional tax is the accumulation of emotions from being on guard to protect oneself from prejudice, from feeling different at work, and the assoc...
The me-first ethic that has become so dominant in economics and society today will likely make these disasters worse. For the human species to survive...
Offer rewards, not threats - We often go negative to incite others to act, warning to take something away or raising the specter of future problems if...
Your customer has a busy life, just like you do. Keep that in mind, especially when you’re initiating contact with unhappy customers. Here’s an exampl...
Toxic behaviours are acts that poison the work atmosphere. They grow from selfishness and insensitivity and go from mockery to manipulation. Toxic beh...
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...