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Best Practices For Delivering Bad News

Have you ever had to give bad news to someone and it not go well? Did the other person get upset or react in a way you did not expect? Think about a time where someone had to give you bad news. What do you think could have made the biggest difference in how you …

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It’s not what you say, but how you say it.  No doubt you’ve heard this statement before.  But how often do you really pay attention to your intonation when speaking with others?  Intonation is one of two parts in any message.  Intonation is part of the metamessage and delivers the actual meaning of what is …

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Better Relationships? Take A Time Out.

According to the article “Mastering Your Mind” (Psychology Today, Sept/Oct 2006, pg 76) lag time between provocation, impulse and reaction to stimulus is shorter then a heartbeat – just a quarter of a second between the stimulus and the reaction of your amygdule, also known as the fear center.  In a short period of time …

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Surviving a Difference of Opinion

Most people shy away from talking about differences of opinion.  They do this because they’re worried about the conflict that it may generate.  This avoidance reduces good conversation and the ability to be exposed to a different point of view.  A difference of opinion is no more than two individuals looking …

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Communicating Through Silence

Have you ever considered the sheer power silence has in our communications?  Think of the great communicators and storytellers to get a glimpse of the affect silence has on communication.  They use the pause to allow for comprehension or reflection.  Silence can also be unsettling, and in some situations silence is “deafening.”

V. Jensen (“Communicative Functions …

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It Starts with a Belief

Your communication message starts with your beliefs; however, the way you communicate can determine your life’s outcome.  This is one of the best summations I have ever come across.

Your beliefs become your thoughts
Your thoughts become your words
Your words become your actions
Your actions become your habits
Your habits become your values
Your values become your destiny

Mohandas …

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Working With Customer Service

As the customer, you can create a great customer service experience.  I’m dedicated to doing this every time I can and have actually just hung up the phone after another winning experience.  When I tell my friends about my success they ask me how I do it.  They are after my secret, so here it …

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It’s Not What You Say, It’s What You Do

“What you do speaks so loudly that I cannot hear what you say.” Ralph Waldo Emerson

So often people are disappointed in others, complaining about their betrayal, deceit and duplicity; however, had they opened their eyes and observed the person and what was being inferred, the intention would have become very clear, very quickly.

Over the years …

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Why Ask Questions?

Asking questions is a powerful communication tool that is woefully underutilized in our society today. All too often individuals talk too much and do not listen enough. Questioning is a way of enhancing our interpersonal communication skills. Twelve benefits of the power of inquiry are:

obtains and clarifies information
shows the other person you’re interested
provokes …

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Don’t Like the Question? Don’t Answer It!

Have you noticed how politicians and business leaders avoid many of the questions posed to them? In a past issue of Psychology Today (October 2009) there is an interesting article on “Dodged a Question” by Matthew Hutson. The article illustrates how if someone is prepared for questions and can answer indirectly but smoothly, the question …

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