Is confronting and fighting the same as “brave”? In American culture, people who confront and fight are frequently seen as heroic. Take the iconic Dirty Harry–the cop who always confronts and beats up the bad guys. We clap and cheer
Difficult people are everywhere–at work and at home We cannot rid the world of difficult people, so to handle difficult people, we have to concentrate on ourselves. What does this mean? We have to develop a personal compass that defines
Revenge is a common motive for action. But should it be? Does it help the person seeking revenge? Does it result in in satisfaction and stress-relief–and perhaps catharsis? Does it strengthen interpersonal relationships? I don’t think so. I believe that
Ten Ideas for Dealing with Difficult People When I prepare for onsite communication training, I do research to make certain my own ideas remain fresh and have stood the test of time–and to see what new solutions/scripts/techniques I might want to include
The Diplomatic Decline is the Definitive NO! Do you have trouble saying no–and then regret that fact–when you realize you’ve committed to something you don’t want to do? Then read the letter below from Confused in Cleveland, and Dan’s detailed
Who is the sniper in your office? Say it isn’t YOU (right?) Dear Dan: I am working with someone (another female) that has a very twisted, sick sense of humor. All of her jokes are usually at someone else’s expense.
Civil Discussions: LIGHT CASTS OUT DARKNESS We must be a light to the world if we want to engage in civil discussions instead of hostile ones. Darkness is the absence of light, and when light shines in the darkness, DARKNESS
Discussing Politics: The conversation doesn’t have to be ugly, even when the topic is In this series, Dan covers the 9 principles that will help you communicate with kindness, mindfulness, confidence, and compassion. And you’ll look like a superhero doing
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
You know that feeling you get in your stomach as soon as someone starts talking about Donald Trump? What about other political or religious issues? I do. I'm not political by nature. I neither want nor care to discuss what's going on unless I can do it while practicing...