- Is Unconscious Bias Affecting Your Communication?
Bias — the uncomfortable truth is that everyone biased. Stereotypes about groups of people are ubiquitous. Some of these preconceived ideas or feelings operate at a level below consciousness, and these are called implicit or unconscious biases. They are not limited to race, gender, age or sexual orientation, but may also include many other issues, […]
- What Inspirational Leaders Do That You Can Do
Are you a leader who inspires, who can move people to action? An IBM survey of 1,700 CEO’s in 64 countries reveals that one of the most important leadership traits is the ability to inspire. So the question is, “What do inspirational leaders do that you should start doing. 1. Set goals. Outstanding leaders know […]
- Acknowledging – the Inside Scoop
When a customer, whether internal or external, has an issue, the good listener acknowledges it. By empathizing, the person feels you understand him and becomes more receptive to hearing what you have to say. He or she becomes less hostile. You build rapport. Do not worry that this will lengthen the call. It will actually facilitate moving the customer into problem solving mode sooner. Most acknowledgements take only a few seconds anyway.
- What Does Your Voice Say?
What’s in a voice? Plenty! It is your calling card. It reveals your confidence, your competence, and your warmth. It also establishes trust and credibility with your customer or client. Regretfully, most of us don’t spend much time thinking about how our voice sounds, and that is a huge mistake. If we don’t use our […]
Recent Post Comments