Speaking

4 powerful coaching words

March 1, 2014
Coach, researcher and consultant Steve Horan of the NHL’s Tampa Bay Lightning says that the four most powerful words in coaching are also some of the simplest: “I believe in you.”

Build rapport with pauses

March 1, 2014
You can effectively build rapport in your face-to-face conversations by reflectively pausing before answering questions or addressing concerns.

Always ask for the order

March 1, 2014
Sales professionals know that building and managing a reality-based sales pipeline involves more than just calls, appointments, proposals, demos and follow-up. The most important technique is asking for the order.

3 things customers never want to hear

March 1, 2014
These statements are guaranteed to sour your customer interactions.

Stop saying this

March 1, 2014
Prefacing a statement or answering a question with the phrase “To be honest …” is a verbal tic that you should avoid at all costs.

2 lessons from the Golden Globes

February 1, 2014
The Golden Globes often provide public speaking inspiration. However, Deborah Grayson Riegel, an expert in presentation and interpersonal communication skills, explains how the speeches fell short this year and offers advice we can all use:

Find the right pitch

February 1, 2014
Stop feeling insecure about whether your speaking voice is too high or too low. Find your optimal pitch—or your natural speaking voice—by following this advice from Sandra Kazan, a voice and speech coach.

Boost morale with a ‘Yes!’

February 1, 2014
The next time an employee approaches you with a request, stop yourself from automatically replying, “We can’t do that!” Instead, ask yourself, “Can we do that?”

Service SOS

February 1, 2014
Improve your department’s service performance by considering some of the ways you have been pleasantly surprised as a customer.

Tap employees’ brainpower

February 1, 2014
Strong managerial communication is about encouraging participation and tapping employees’ brainpower, not putting up barriers to their creativity. Don’t tell employees how or what to think.