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Communication

DOing vs. BEing: creating rules that put customers first
Monday, 27 Jun, 2016
DOing vs. BEing: creating rules that put customers first

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

The Arrogance of Listening
Monday, 16 May, 2016
The Arrogance of Listening

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..

Why Do We Listen To Each Other?
Monday, 28 Sep, 2015
Why Do We Listen To Each Other?

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.

Can Collaboration Work?
Saturday, 27 Jun, 2015
Can Collaboration Work?

We enter into collaborations assuming we’ll succeed as teamwork partners. Yet we rarely achieve true partnership:
* Because we listen uniquely and through biased filters we sometimes mistakenly presume intent or misconstrue what’s been said and agreed upon. Problem: Flawed assumptions, wasted time and relationship capital, and restricted scope.
* There is often not enough diversity to enable maximum creativity and unrestricted solution options. Problem: Similar ideas and options constrain possibility and maintain the status quo.

Content Marketing that Converts
Monday, 1 Jun, 2015
Content Marketing that Converts

“Content is king”. I’ve heard that phrase for years. But what does it mean?

Questions: The Problems and the Possibilities
Monday, 30 Mar, 2015
Questions: The Problems and the Possibilities

I recently accepted a cold call from an insurance guy because I was thinking of switching providers.