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I want you to have an ego, just for a minute. I want you to brag on yourself, just for a few seconds. I want you to lose the humility, just for a little while. Sometimes you’re dealing with a customer or co-worker that is conveying some emotions that are tough to deal with, and […]

Watch that tone, young man! When I was growing up, unfortunately I heard that phrase more times than I care to admit. Maybe that’s why I’m so cognizant of my tone today and so in tune with the tone of voice that others use as well. An Australian training firm recently authored an article that […]

In the recent Bloomberg article “Some banks are giving tellers more to do and better pay,” a Goldman Sachs survey is highlighted. It notes how more and more people are going to digital means to find answers to questions through self-service, and then they go to tellers or a branch if they can’t find the […]