I recently purchased dysfunctional products/services from three vendors who were unwilling to go outside company rules to fix the problems …

When researching my book on the gap between what’s said and what’s heard (What? Did you really say what I think I heard?) I discovered that most people..

In the media recently I’ve been hearing the word ‘kindness’ discussed by business folks.
Kindness – not a word historically …

Did you ever wonder why training fails more often than not? When important material, meant to improve or…

Do you know what’s stopping you or your company from making the…

What if it were true that we only understand a fraction of what others say to us? And if true, what can we do about it?
As someone who has taken great pride in accurately hearing what others say, I was annoyed to discover that it’s pretty impossible for any listeners to achieve any consistent level of accuracy. The problem is not the words – we hear those, albeit we only remember them for less than 3 seconds and not in the proper order (Remember the game of Telephone we played as kids?). The problem is how we interpret them.