How Listening Filters Cause Misunderstanding
Tuesday, 24 Apr, 2018
How Listening Filters Cause Misunderstanding

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

Customer Service Case Study: Who Are You Serving?
Tuesday, 17 Apr, 2018
Customer Service Case Study: Who Are You Serving?

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 Hear You My Way
Monday, 12 Mar, 2018
I Hear You My Way

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

Why Building Relationships is an Unsuccessful Sales Technique
Monday, 26 Feb, 2018
Why Building Relationships is an Unsuccessful Sales Technique

In 1937 Dale Carnegie published his celebrated How to Win Friends

Healthcare Apps Can Facilitate Patient Compliance
Monday, 22 Jan, 2018
Healthcare Apps Can Facilitate Patient Compliance

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

Guys Aren’t Gender Neutral: the how and why of (un)biased communication
Monday, 18 Dec, 2017
Guys Aren’t Gender Neutral: the how and why of (un)biased communication

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