How on earth can “no problem” be a danger phrase? After all, “no problem” is common-as-dirt and certainly inoffensive. But is that what you want to be? Is that the label you want to plant in the mind of your
When you need to convey confidence and power–you need your POWER TONE. Ever notice how when some people speak, others listen–and when others speak, no one seems to listen? Ever notice that some people command positive attention when they speak–while
Effectively delivering messages requires the right power words Delivering messages–Ever wonder why even your best ideas don’t get any traction? Does it seem to you your ideas aren’t being heard or taken seriously? Do you notice other people getting their point
When angry or emotional customers are out of control When communicating with angry or emotional customers, many of us try to calm them down by slowly, clearly, and logically telling them how we can help them with whatever technical issue they’re
Image matters: Your body language can reinforce or undermine who you say you are As a communication trainer and keynote speaker, I can tell you that image matters almost as much as words. What you say speaks volumes about who
Assertive body language tip: verbal communication and body language go hand in hand. If you sometimes feel as though people aren’t taking your message seriously enough, make sure that when you’re engaging in assertive body language communication, you are aware
Three Magic Customer Service Skills Phrases for delivering bad news to customers–to ease their pain and yours! Tell them the reason for the news (appealing to the left side of the brain); give them a benefit statement relating to that
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