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Who’s on the same page in your organization? Who’s not? Let’s start with this question. What is “the page?” Most organizations try to create a certain culture. “We’re an entrepreneurial organization!” or “We’re leading-edge innovators.” or “We’re all about quality.” or “We’re about empowering employees.” All that’s well and good, but what’s the point? You’re […]

When we provide customer service training for hospitals, we often suggest techniques to use in difficult situations with patients and family members, physicians and co-workers. Sometimes, we suggest certain phrases to use which tend to work well, but some of the training attendees don’t feel comfortable at first with the wording because it feels scripted. […]

Do you remember the quote from your high school literature class – “Brevity is the soul of wit”? Basically, Shakespeare meant that clear and intelligent discussion (and wit, of course) usually involves concise wording. In other words, don’t be long-winded. Keep it short. You make better points when you use fewer words. For Business Retention […]