01/11 2012
Posted in: Books and articles, Call center management, Communication Behaviors
It’s interesting to me how we can make ourselves believe anything we want to think just by changing our perspective on how we look at something. I was talking with a client the other day about performance in their call … Continue Reading…
12/14 2011
Posted in: Communication Behaviors, Corporate Culture, Leadership
Our words are very powerful tools for a leader. Our words and our communication set the vision and create the culture for your organization. I just received an email from a training organization and they are promoting a class titled, “The Leaders Guide to … Continue Reading…
11/8 2011
Posted in: Coaching, Communication Behaviors
A few days ago I started a series on what it takes to be a great coach. In order for you to be an effective coach it is critical that you are engaging. Engaging means that that you are connected … Continue Reading…
11/5 2011
Posted in: Books and articles, Communication Behaviors, Servant Leadership
As many of you may know I am completing my master’s degree from Gonzaga and my thesis is focused to how leaders influence the process of restoring justice. We as leaders have a responsibility to build a stronger sense of … Continue Reading…
10/31 2011
Posted in: Communication Behaviors, Questions from InterWeave Blog Fans
I received a great question over the weekend related to communicating with your boss and how to resign with grace. Here is the question… “I have accepted another offer for employment. I want to leave on good terms. However, delivering … Continue Reading…
10/17 2011
Posted in: Coaching, Communication Behaviors, Leadership
I just talked to a call center manager who insisted that, “How long it takes to handle our customers over the phone does not matter to us. All that matters is that the customers are happy.” This statement really concerns me. So what … Continue Reading…
10/6 2011
Posted in: Coaching, Communication Behaviors, Leadership
A few days ago, I started a series on the communication behavior of acknowledging. Are you ready for more? Here are my favorite phrases that I use when I acknowledge someone. Please remember that the key to acknowledging is to … Continue Reading…
10/5 2011
Posted in: Coaching, Communication Behaviors
Yesterday, I started a posting series on the communication behavior of acknowledging. As a leader, acknowledging is a vital behavior but one that is a bit more complicated than it first appears. Remember the goals that acknowledging is designed to … Continue Reading…
10/4 2011
Posted in: Coaching, Communication Behaviors
Acknowledging is such a powerful communication behavior! I was in a team coaching session yesterday and we were taking a deep dive into why acknowledging is so important and I thought I would share a few tidbits of that session … Continue Reading…
