Large corporations and small businesses are operated by people and people makes mistakes. The mistakes your employees or you make can cause a great deal of annoyance and inconvenience for your customers. We all know the old adage “the customer is always right”. It isn’t really true, but the sentiment behind it is. If you’ve [...]
by Colleen Kettenhofen “When managing difficult people, if it isn’t written down, it’s as if it didn’t happen.” Many managers and supervisors are promoted to management positions based on their hard skills. Yet few of them have had training in the area of managing people. Especially managing difficult people. In conducting seminars on managing people, [...]
By Nancy Friedman, The Telephone Doctor We all ask questions. And when we ask the right way – and ask the right questions – we normally can get the best and right answers. J. Douglas Edwards, a master sales trainer from years ago, now deceased, said: “Questions ARE the answers.” And we so agree with [...]
By: Nancy Friedman Your Mom was right. It’s not what you say, but how you say it. Several times while I was out shopping recently, I’ve been told things that frankly, weren’t that bad, but the tone of voice was so wrong. I walked away not wanting to do business with that company anymore. It reminded [...]
MENLO PARK, CA — For many hiring managers, evaluating a job applicant may feel like going on a blind date: the applicant looks good on paper but disappoints in person. More than seven out of 10 (72 percent) senior executives interviewed said it is common for candidates with promising resumes not to live up to [...]
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