Thursday, September 19, 2019

Recovering from a Broken Friendship

Broken FriendshipRelationships… we were created to desire, seek and be enriched by them. When they thrive, the joy is intense. When they break, the pain is devastating.  But as difficult as it is, there are steps you can take to get over – and get through – a broken friendship.

Let me introduce you to Cindy and Lisa, who met each other at work and soon began developing a very close friendship. They spent time together on the telephone, hiking, taking their children on outings, and playing tennis. They encouraged, advised and comforted each other and trusted one another with their greatest hopes, dreams and fears.  

Wednesday, September 4, 2019

The Advantages of Teamwork

Times are changing in the world of work these days. Technology has made it easier, more efficient and more cost-effective for a lot of people to work remotely from home (or anywhere). There are tremendous benefits for people who require flexibility in their work schedule due to childcare, eldercare or their own physical or mental health concerns. Besides, it’s amazing to be able to do your job while lounging on the beach or sitting in a coffee shop!

But as helpful as it is for some people to telecommute, it can also lead to isolation and loss of focus if not managed well. Your success and satisfaction in your job may depend on making it a priority to spend time regularly with others in your workforce.

So, for those of you who are spending a lot of time away from the office and for everyone who is working in a company facility with co-workers, I want to share some of the advantages of teamwork.

Thursday, May 9, 2019

Do You THINK Before You Speak?

Think FirstThe way you communicate can make or break your relationships. It can gain or lose you a job. It can hurt or heal. It can affect whether you are successful or not. We are communicating more often than ever because the internet has made it easier to shoot out a meme, share a post or comment on someone else’s thoughts. The ease of communication is both amazing and deadly.

We all need to be reminded of the basics occasionally, so here’s a simple way to THINK about what to say, either in person or electronically.

Wednesday, March 6, 2019

How to Respond to a Complainer

ComplainerAsk some folks how they’re doing, and they’ll tell you they’re sick and tired of being sick and tired. This can be a completely reasonable answer because we all have times when we feel the same way. However, some have a pattern of going on and on about their problems every time you see them.

We’ve all met people who complain constantly about physical problems or other things going wrong in their lives. They seem to believe they’re magnets for misfortune and nothing is ever positive. How should you handle it when someone has a habit of complaining to you?

Thursday, February 14, 2019

How Do You Say “I Love You”?

Love LanguagesWalk into any variety store and it will be obvious that Valentine’s Day has become a commercial extravaganza. Red cards, boxes and candies are everywhere! Love is in the air, along with high expectations and, to be candid, a real possibility of disappointment if the message of love isn’t sent effectively.

Wednesday, February 6, 2019

Dealing with Disagreement

Dealing with DisagreementDo you ever wish we could all agree on everything? Wouldn’t that stop all the arguing and fighting? Maybe, but it would also stop a lot of progress and prevent important changes from being made. While disagreement can be uncomfortable, it can also be beneficial if it’s handled the right way. Here are some keys to making it work for everyone involved.

Tuesday, December 4, 2018

How to Respond to Challenging Customers

challenging customers

As the holiday season swings in to high gear, retail businesses and service organizations are likely to see a rise in the number of customers they serve each day – as well as stress levels associated with challenging customers.

The importance of excellent Customer Service cannot be overstated in today’s competitive markets. The reality is that people have many vendors, providers and merchants to choose from when making purchases, and if you want to keep them coming back to yours, you and your staff need to understand why it’s important and how to achieve it.

Let’s begin with the “Why”. Excellent customer service…

• Builds trust – According to business mogul Warren Buffet, “It takes 20 years to build a reputation and five minutes to ruin it.”

• Is more important than price – 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. (Harris Interactive/RightNow)

• Builds positive brand awareness

• Reduces problems for the company

• Appeals to the customer – 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. (American Express)

As you train your staff to respond to challenging customers, here are 10 principles they need to put into practice:

1. Remain Calm and Listen – You cannot intelligently or effectively respond to someone’s problem without first hearing and accurately understanding it.

2. Empathize and Sympathize – Empathy is the ability to understand and mentally share the feelings of another. Sympathy is the ability to express compassion and sorrow for someone’s misfortune.

3. Agree when possible – Agreement on an issue, no matter how small, puts you in less of an adversarial role and helps to diffuse negative emotions.

4. Remember that others may be watching – Albert Einstein

Tuesday, September 25, 2018

Keys to Confronting Well – Part II

ConfrontingIn last week’s blog I shared the first five of ten keys to confronting well. Have you had an opportunity to practice those principles in a confrontation? If so, let us know in the comments below!

Confrontation can be a scary proposition, but when you learn to do it well it can be the key to resolving differences and strengthening trust in your relationships.  Here are the last five keys to confronting well.

Tuesday, September 18, 2018

Keys to Confronting Well – Part I

ConfrontingMany people struggle with confronting well. The thought of speaking up, especially during a conflict or uncomfortable situation, can be almost paralyzing. However, the ability to effectively confront tough issues by clearly stating what you think, feel, and want can be one of the most valuable interpersonal skills a person can possess.

This week we will look at the first five of the ten keys to confronting well so you can be prepared for those difficult conversations.

Wednesday, July 18, 2018

Are You Together or Unified?

UnifiedYou can certainly notice when a sports or business team is unified because they tend to experience a great deal of success. Each player focuses on their role in creating a well-coordinated effort to win as a team.

The same is true for marriages. In my work with couples I find that one of the major contributing factors to relationship dissatisfaction has to do with the fact that they are together but not truly unified.

Many couples are together in that they live in the same home, share the same financial resources, sleep in the same bed, attend their kids’ Saturday soccer games and go out on an occasional date. These things are good, but they don’t necessarily reflect unity. Let me explain.

Unity is defined as the state or fact of being united or combined into one, as of the parts of a whole. This definition applies so perfectly to marriage! It goes deeper than simply being in proximity to one another. Unity in marriage is characterized by several key qualities:

Shared relationship goals: Are you both “all in” to make your marriage the best it can be? Working diligently toward growing together will result in both partners experiencing greater satisfaction. If either partner is more interested in meeting their individual needs rather than prioritizing the relationship, the marriage will be unsatisfying for both partners.

Joint participation in parenting, financial management and general decision making: After the dream wedding, life starts to get real. Practical, everyday responsibilities and opportunities occur for every couple, and they can’t be addressed by romantically gazing into each other’s eyes. Successful marriage is accomplished through cooperation, compromise, and willingness to work together.

Mutual loyalty, support and encouragement: Many of the couples I have worked with seemed to have forgotten the important principle that