
When researching my book on closing the gap between what’s said and what’s heard,

When involved in customer service, are you serving your company and its rules – or your customer? Do you make rules to make sure your customers are happy, or are you wrapped up following rules designed for you – often at the expense of your customers?
Here are two conversations I had recently that make the […]

I recently got an email from a subscriber complaining that although he’d read and learned a ton from my articles over the years,

In 1937 Dale Carnegie published his celebrated How to Win Friends

There are currently more than 165,000 healthcare apps used for a variety of purposes – helping patients

As someone who’s written about communication for decades,..