Angry customers often raise their voices, make demands and may even insult you.  Dealing with angry customers is not very different from dealing with difficult people ’cause after all, difficult customers are usually difficult people in other situations. Here are ten tips to ensure that angry customers don’t cause lost business or damaged reputations: 1. Respond Promptly and by Phone Don’t try to work things out by email, which can be misinterpreted and can leave

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USING AWARENESS TO CREATE BETTER COMMUNICATION How many times have you thought you were a great communicator only to discover that your efforts failed? As a basketball coach, I thought I delivered my messages clearly, concisely and directly. I was result-driven, focused, and intense, which often scared my players and peers. I actually believed that everybody desired this style of communication and was frustrated when other people failed to get to the point. What I

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Helen Keller and Vision

Posted by Mark Sorrels on January 01, 2000
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Category : Blog, Listening, Vision

Helen Keller said, “The most pathetic person in the world is someone who has sight, but has no vision.”  This amazing insight comes from a lady who could not see, hear or speak!  Jesus of Nazareth said many in this world have ears but cannot hear and eyes but cannot see.  For our purposes, we might add, “Sad is the leader who will not or cannot lead.”  But, let it not be so with those

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Domestic abuse is one of the most serious epidemics modern society faces today. With 1/3 of all women reporting incidences of violence in the home and/or in intimate relationships (this does not reflect the numbers that go unreported nor those of men being abused), no socio-economic group, nationality, gender or age is exempt from experiencing some form of cruelty in their relationships. Every day, in the US alone, three women (and one man) are murdered

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BLACK BELT LEADERSHIP  Black Belt Leader As Martial Artist: Part Three “Whoever has the mind to fight has broken his connection with the universe,” my teacher had said again and again. “If you try to dominate people, you are already defeated.” – Terry Dobson, The Famous Tokyo Train Story Terry Dobson was the first westerner to study Aikido with Morihei Ueshiba, the founder of Aikido. In the following story, Mr. Dobson reveals how he discovered the

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Congratulations! You’ve been asked to lead or chair an event, committee or project in your community.  You eagerly accept.  Now where do you begin? You have interest in the project and you like the idea behind the cause but now that you’ve been asked to be in charge you don’t know what to do.  Is this you?  Sometimes we are eager to lead but realize that while we are not lacking in our passion we

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Workplace Stress: What you can do!

Posted by Eileen Lichtenstein on January 01, 2000
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Category : Blog, Effort, Stress

  Good news!: We can overcome most workplace stress.  Creating mindfulness practices at work as well as mindfulness based meditation  ”work breaks” helps to reduce stress and recharge creativity, focus and productivity. Workplace stress occurs when there is not enough mindfulness in the workplace. Here are a few facts about workplace stress: Workplace stress costs the United States more than $300 billion each year in health care,  missed work and stress reduction efforts. Stress is

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PEOPLE FOLLOW YOU FOR SPECIFIC REASONS Did you know that a recent Gallup research has indicated that people follow leaders for very specific reasons? People described those reasons with astonishing clarity. They were trust, compassion, hope, and stability. In order to have others trust you, you first have to trust yourself. When you initially ask yourself if you are trustworthy, you will probably do what I did and nod your head affirmatively. But when you

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Most companies struggle with the change process. Even if they have invested in new equipment, expected ROIs often do not materialize and culture seldom changes. Why? Not for the reasons you think. Did you know that your management system is the problem? Management systems ARE NOT designed to reveal potential, promote change, optimize performance or change culture. This means they are not designed to support your change efforts! In fact, they work against your efforts

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Road Rage: Drive to Stay Alive

Posted by Janet Pfeiffer on January 01, 2000
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Category : Blog, Road Rage

Road rage is one of the leading causes of accidents and deaths in this country. According to a report by CNN, an estimated 28,000 people each year are killed due to aggressive drivers. It’s easy to  see how cities such as Miami, NY, Boston, LA, and Washington DC (the cities with the most offenses) have a higher than average number of stressed out, hostile drivers. Yet stress isn’t the cause of road rage as some

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