We’re pleased to announce the opening of our new website focusing on customer service in government and the public sector. We decided to do something specifically for the government customer service context because it IS different, and offers a number of challenges different from those that occur in the private sector. We post free...
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Stop Email Overload
Complaints about email abound. Perhaps you've heard some of these or uttered them in pain yourself: I receive hundreds of emails a day. I can spend my whole day responding to incoming messages. I can't find anything in my inbox. In response, some companies are taking drastic steps to help workers manage the...
Stop Email Overload
Complaints about email abound. Perhaps you've heard some of these or uttered them in pain yourself: I receive hundreds of emails a day. I can spend my whole day responding to incoming messages. I can't find anything in my inbox. In response, some companies are taking drastic steps to help workers manage the...
Why We Don’t Always Tell the Truth
When I was growing up, one of the principles in our house was that we had to tell the truth, no matter how painful it might be. Lying, we were taught, wasn't something you could get away with. Like Pinocchio's nose , it would be apparent to others. Children of course need clear...
U.S. Companies Versus the U.S. Economy
It's obvious to anyone paying attention that the United States needs well-educated, technically skilled workers if it's to remain competitive in the global marketplace. Just as obvious: We need a robust middle class with adequate disposable income and a sense that our economic system is working in a reasonably fair way. Yet business...
Multiplication Philanthropy
Leverage is the mantra of the times in philanthropy, and rightly so. People want to know that the charities they support are using donations as effectively as possible. Donors and institutional funders are more demanding, more discerning, and less detached. They're no longer content with writing a check and securing their place in...
Multiplication Philanthropy
Leverage is the mantra of the times in philanthropy, and rightly so. People want to know that the charities they support are using donations as effectively as possible. Donors and institutional funders are more demanding, more discerning, and less detached. They're no longer content with writing a check and securing their place in...
FAQ On Communication
- What is histrionic behavior (overdramatization)?
- What are extended attempts to win?
- What are past centered comments?
- What are person centered comments?
- What is guilt induction?
- What are overstatements and generalizations?
- What is Kitchen Sinking?
- What is use of innuendo?
- What are blaming comments and communication?
- What are defensiveness causing questions?
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