19 Jul Screen Calls Appropriately

When screening calls, you take an incoming call and try to find out who is calling and what the caller wants.  Screening is most commonly done by a receptionist who needs to direct calls, and by secretaries and assistants who need to protect their supervisors’ time. (more…)

31 May Where did that attitude come from?

A big part of communication is your ‘attitude’ which the dictionary defines as “a settled way of thinking or feeling about someone or something, typically one that is reflected in a person’s behavior.”

Attitudes are developed in five major ways.  Understanding all five contributing factors may help you understand your own attitude toward experiences and other people. (more…)

21 Apr The Hold Button Is Not a Weapon!

Don’t use the hold button to explode an obnoxious, annoying, or irritating caller into the never-never land of hold.  In fact, if you can avoid putting people on hold, that’s even better.  Do you like being put on hold?  How long are you willing to wait?  What does it feel like to be on hold?  Most likely, very unpleasant and unproductive.  No one likes to be kept waiting on hold.  Many businesses try to soften the experience of being on hold.  The most popular device has been music.  Some companies tune into a local radio station.  Have you called an airline or a movie theater lately?  They play commercials for their products or services.  One company uses Jokes on Hold.  Great idea?  Wrong.  People would pick up the phone before the punch line and upset the holding caller. (more…)

15 Feb The Owl in the Oak

There has been a plethora of communication about President Trump’s communication.  We are , indeed, experiencing a new kind of communication from the office and the person who holds the Presidency of the United States.  In recent days, the attention and commentary has shifted from everyone’s ability to LISTEN, in addition to the ability to talk.  It stirred in me a bit of wisdom that I would like to share with you in hopes that it will help the overall communication that must take place between and among the citizenry and POTUS.  Think about this:

15 Dec What Is Communication Style Coaching?

In his book Style, Sir Walter Alexander Raleigh (1522 – 1618) described language as having a “chameleon-like” quality. Sir Walter’s book is an exhaustive study of the origin, popularity, and decline of the word style. Regarding style, he said, “Good style is the greatest of revealers – it lays bare the soul.” You must be comfortable with your style. You live and work in the real world. It is not theater. Your listeners, unlike the audience in a theater, do not suspend reality. They take what you give them as you. What and how you communicate is what others use to assess and describe you. What and how you communicate reveals much of who you are in real life.

The ability to be natural, to be who you are, and not to be phony, is most people’s goal, especially those in leadership and management positions. Those positions carry enough responsibility in their own ways. It is far too challenging to also be worried about being something that you have to fake or that is not comfortable for you. Not only can it be uncomfortable, but it can also be downright discomforting to try and match a particular leadership or management style that has been dictated or described in a textbook. (more…)

18 Feb Why do they say “Look”?

Have you noticed how many times a political candidate or commentator will say the word “look”?  Why do they say that?

Well, let’s zoom the picture back a little and think about this.  Linguists and psychologists have introduced us what they refer to as  the ‘representational systems’.  They tell us that people are prone to express their feelings, attitudes, opinions and more through the use of one of three ‘representational systems’.   (more…)