Speaking

When conversing, keep people plugged into your message

August 26, 2020
Holding your listener’s attention is as important as saying your piece clearly and fully—and probably harder to do.  Use leading statements to keep the discussion focused on your main message.

Choose the correct word

August 26, 2020
Impact vs. affect, farther vs. further, emigrate vs. immigrate, and sympathy vs. empathy.

Pull the veil off acronyms and jargon

August 26, 2020
Over time, organizations gradually develop their own special terminology, abbreviations, acronyms, and jargon. But for new employees and people from outside the organization—like customers—this language can be bewildering. Here’s how to make it more accessible to the uninitiated.

Words, Words, Words: August ’20

July 22, 2020
Write it right, say it right, spell it right.

Learn how to stop talking

July 9, 2020
Knowing what to say in a difficult situation and getting started on saying it are often-discussed problems. Yet it’s just as difficult for many of us to stop talking once we get rolling.

Complain so things get done

June 24, 2020
When you receive rude or poor quality service from, say, another department or a vendor, it’s right to complain. Just do it in a way that leads to improvement.

Words, Words, Words: July ’20

June 24, 2020
Write it right, say it right, spell it right.

Do you communicate effectively?

May 8, 2020
Here are five ways to increase your value to your current employer, as well as to potential employers.

With customers, stay positive

April 22, 2020
In customer service, little things—and little sayings—mean much. Listen for the following customer-repellent phrases and train your people to trade them in for more effective ones.

Words, Words, Words: May ’20

April 22, 2020
Write it right, say it right, spell it right.