Feature Communication Articles
- Articles Index
- Become A Brilliant Conversationalist: Using Probing Questions Guide
- Credibility: Knowing The Difference Between "Understanding From The Outside" and Understanding From The Inside
- Finding The Sweetspot Between Overly Positive and Overly Negative
- Communicating With Or Managing The Overly Positive Or Negative Employee
- Are YOU A Social Media Bore? Probably!
- Why Is There So Little Questioning Used In Social Media Conversations?
- When The People Who NEED The Feedback Are The Least Likely To "Hear" It
- Why I Don't Thank People For Leaving Comments On My Social Media Content
- Gallery: Graphic Meditations On Verbal Abuse and Verbal Violence
- When And How Praise Can Be Toxic
- It's Not What You Say. It's What You Do NOT Say That Makes a Huge Difference with Conflict and Communication
- Focus On Communication In The 2016 Presidential Campaign
- Improving Communication Via The "Less Is More" Principle
- NEW Instructional Video: Delivering Bad News And Minimizing Backlash
Communication Topics
- COMMUNICATION HOME
- The Power of Language Tutorials
- Communication General Questions
- Assertive Communication & Listening
- Communication Styles
- Practical Communication Techniques, Tips, and Advice
- Communication That Creates Conflict - Eliminating Firestarters
- Communicating With Groups and Public Speaking
- Non-Verbal and Paraverbal Communication
- Social Media & Technology
- Communication, learning from goofs, gaffs, and oopsies!
Relatiionship Killer Crossword Puzzle
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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool. (Lisa S. NJ)
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Acronym Addicts, Be Gone
What is the acronym problem and how do we fall into it?
You have almost certainly come across people who use abbreviations and acronyms in their interactions. They often use initials as shorthand (that's what acronyms are), which works well when everyone understand what those initials stand for. But often not everyone does, which means that either time needs to be taken to explain the meaning, or someone is not going to completely understand what is said.
You probably use acronyms also. They have a place when you are sure that everyone knows the meaning, as would be the case if you were talking to a group of people attending the EIEIO conference, where you'd expect that all the people would know what the letters stand for (that IS an assumption, however). However if you use acronyms in less homogeneous situations, you're liable to create glitches in your communication.
So why do people do it? Language is shorthand, but there is a human tendency to make it even shorter hand. We tire of saying certain phrases over and over again, and almost automatically make them shorter or refer to them with initials. But we forget that not everyone shares the same understanding -- we assume.