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Content by Label
COMMUNICATION PRACTICES
Podspots
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1 to 10
(Length: 01:12)
A question rich with possibilities for you, your team, and your customers
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A Cure for Writing Pains
(Length: 1:56)
by Lynn Gaertner-JohnstonIf you are struggling with an aspect of writing, think about your message from your readers’ point of view. What do your readers need? What are their questions?
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A Magic Tale of Email
(Length: 3:08)
by Lynn Gaertner-JohnstonIf a genie could grant your wish for receiving only clear, effective, to-the-point email, what would that look like? Maybe someone you write for has the same wish.
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A Matter of Style
(Length: 2:54)
How different personal styles at work make for challenges—and opportunities
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Aligning Values: Yours and Your Organization's
(Length: 1:27)
Help make work rewarding for everyone
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Always Selling
(Length: 01:29)
Realize it or not, you are always selling. (Recorded at the American Society for Training and Development International Conference)
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Anticipating Your Reader's Questions
(Length: 2:12)
Readers appreciate receiving a thorough, well-written announcement that says it all, on the first pass.
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Appreciating Personal Styles: The Achiever
(Length: 3:01)
All about the one in your group who can get it done.
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Appreciating Personal Styles: The Adventurer
(Length: 3:13)
Learn how to work with and encourage this forward looking teammate
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Appreciating Personal Styles: The Analyzer
(Length: 3:00)
Find out what motivates these creative, yet logical people.
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Appreciating Personal Styles: The Anchor
(Length: 3:00)
Learn about the one on your team who's both practical and caring.
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Appreciative Inquiry
(Length: 01:31)
Instead of problem-solving, try this.
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As I Said, Make a Sign
(Length: 1:47)
by Lynn Gaertner-JohnstonDon’t let a bad-grammar habit get in the way of sounding professional on paper or in person.
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Asking For Change
(Length: 02:37)
How to ask people to change their behavior.
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Avoiding Burn Out
(Length: 03:43)
How to replenish yourself
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Back-Stabbing
(Length: 00:52)
What to do when it happens to you
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Be A Great Follower
(Length: 01:54)
Getting the job done--and right--by following well.
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Becoming a Master Online Facilitator
(Length: 2:20)
by Mei PattersonThis podcast is designed to help you master the art of facilitating online meetings and training sessions.
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Beyond 'Out of Order'
(Length: 2:13)
by Lynn Gaertner-JohnstonIn any business communication, think about the questions your reader may be asking. Then answer them.
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Broadband Communication: Part 1
(Length: 1:00)
Listening to make the most of your conversations
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Broadband Communication: Part 2
(Length: 1:12)
Listening with focus
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Broadband Communication: Part 3
(Length: 1:04)
Listening to discover the real meaning
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Broadband Communication: Part 4
(Length: 1:31)
Listening and opening up the conversation
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Broadband Communication: Part 5
(Length: 1:07)
Speaking to avoid ambiguity
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Broadband Communication: Part 6
(Length: 1:18)
Communicating Confidence
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Broadband Communication: Part 7
(Length: 1:31)
A formula for effective communications
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Building a Team Like No Other, Part 1
(Length: 2:08)
The Ingredients of a Total Team, 1-3
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Building a Team Like No Other, Part 2
(Length: 1:57)
The Ingredients of a Total Team, 4-7
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Building Customer Loyalty
(Length: 02:30)
It's that little extra that makes the difference between a satisfied customer and a loyal customer.
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Catch Them Doing Something Right
(Length: 01:28)
Managing is more than problem solving. (Recorded at the American Society for Training and Development International Conference)
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Communicating to Influence: Part 1
(Length: 1:44)
Clarify the Purpose and benefits of your idea
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Communicating to Influence: Part 2
(Length: 1:10)
Use reflective listening to gain support and trust.
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Communicating to Influence: Part 3
(Length: 1:09)
Responding to concerns respectfully.
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Communicating to Influence: Part 4
(Length: 0:58)
Negotiating a collaborative agreement.
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Community of Practice
(Length: 1:05)
by Mei PattersonChallenge learners to create a community where associates can share ideas, find solutions, build innovations, and engage in real action that has consequences thereby creating the most powerful learning environment.
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Conducting Appraisals Everyone Can Look Forward To
(Length: 3:52)
Six steps for conducting an effective discussion
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Consider It Done
(Length: 1:51)
by Lynn Gaertner-JohnstonUse the power of language to write in ways that give your readers a positive, memorable impression.
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Creating the Total Team
(Length: 2:11)
The five phases of teamwork
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Customers Love to Be Surprised (Really!)
(Length: 01:51)
How to exceed expectations with surprise
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Dealing with a Negative Co-worker
(Length: 01:48)
What you can do when things get dark
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Do You Hear Me?
(Length: 02:00)
Why paying attention pays for both of you.
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Driving Customers Away
(Length: 02:30)
5 Examples of Lousy Customer Service
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Eight Ways to Tune Up Your Email
(Length: 3:41)
Eight tips to better communications between you and your colleagues.
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Empowered Email or 'Tail' Covering?
(Length: 3:19)
by Lynn Gaertner-JohnstonIs it a good idea to copy your boss on every email you write? Maybe not always.
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Encourage Creativity by Saying Yes
(Length: 01:58)
How to help your organization or team thrive.
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Find the Missing Word: You
(Length: 1:21)
by Lynn Gaertner-JohnstonDon’t begin with a description of services. Begin with a discussion of how you are going to help your reader.
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First Impressions Count with Customers
(Length: 02:04)
What are your customers concluding about you?
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Gaining the Cooperation of Others
(Length: 02:10)
Tips on getting others to come along
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Giving Feedback People Can Hear
(Length: 02:04)
Four ways NOT to give feedback, and how to do it right.
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Happy Employees Do Good Work
(Length: 01:24)
Sincerely supporting your people pays big dividends. (Recorded at the American Society for Training and Development International Conference)
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Improving Customer Service Systems
(Length: 02:15)
Initiate solutions for poor systems and problem patterns
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Know Thy Prospective Customer
(Length: 02:24)
Be curious about the customer and treat them with respect. Help them find the best solution to their needs.
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Know where you're going
(Length: 1:53)
Crafting a powerful vision
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Knowing Your Level of Authority
(Length: 1:33)
How to get clarity at the start
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Leaving in Style
(Length: 02:19)
Strategies for quitting your job constructively.
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Lighten the Load
(Length: 1:58)
In this podspot, we’ll explore and practice how to edit sentences to cut out excess words.
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Making that First Call
(Length: 03:02)
Prepare for the call, learn about the contact, clarify your objective, write a script and visualize a positive outcome.
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Managing Boomers
(Length: 01:35)
Supervising the people who have the most to give and, perhaps, a lot to learn
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Managing Gen Y-er's
(Length: 01:21)
Keeping the youngest workers engaged. (Recorded at the American Society for Training and Development International Conference)
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Managing Generation Y
(Length: 02:22)
Make the most of your youngest and most energetic people
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Managing Your Older Workers
(Length: 01:49)
Getting the most with your most experienced people
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Meeting Objections with Questions
(Length: 02:18)
Using questions to better communicate with your prospects
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Meeting on the Fly
(Length: 01:49)
How to lead quickly called meetings that produce results.
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Negotiation Preparation: Five Questions
(Length: 2:03)
by Jeanette NydenPreparing for negotiation is the most important thing you can do to influence the negotiation in your favor.
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Owning Your Customer's Experience
(Length: 02:31)
How to make sure your customer leaves feeling totally satisfied
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Paying Attention to Values
(Length: 1:49)
Bringing values to life through the power of storytelling
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Performance Appraisals that Work
(Length: 3:17)
Best practices for helping your people improve
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Preparing for Appraisals
(Length: 3:40)
How you both can get ready
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Promises, Promises: Holding People Accountable
(Length: 02:39)
Strategic suggestions on how to hold yourself and others accountable
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Pushing Back with Your Supervisor
(Length: 01:54)
Something's not working, and it's time for a chat with your boss.
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Setting Boundaries at Work
(Length: 01:59)
Learning to set boundaries will transform your relationships at work
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Seven Planning Questions for Clearer Writing
(Length: 2:49)
Seven planning questions that help keep your reader in mind.
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Should Business Documents Be Interesting?
(Length: 1:29)
by Lynn Gaertner-JohnstonWhen you read business documents, would you prefer that they are interesting, or that they are clear, concise, accurate, and complete?
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Six Editing Questions about Content and Layout
(Length: 1:57)
Six editing questions that will ensure your content and layout will make your ideas crystal clear to your readers.
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So You're About to Be Evaluated
(Length: 02:29)
How to maximize your next performance evaluation.
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So You're Leading a Committee
(Length: 02:12)
How you can meet people needs plus task needs for high performing committees.
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Starting a New Job
(Length: 03:33)
Make room for open communication, clarity, training, history, co-workers, and observe the routine
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Successful Negotiation: Ask the Right Questions
(Length: 1:36)
by Jeanette NydenMany negotiators complain that, even though they’re asking all the right questions, they still can’t get an agreement. So, what are the “right” questions to ask at a negotiation? They’re not the ones you might expect!
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Successful Negotiation: Dealing with Bullies
(Length: 1:24)
by Jeanette NydenIf you’re in a situation where someone has the audacity to call you a name, or call your competence into question, call them on it!
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Successful Negotiation: Don't Get Triggered!
(Length: 1:40)
by Jeanette NydenSome people just love to push your buttons, and they know it too. How can you still do your job, and not let yourself get triggered?
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Successful Negotiation: Know What Motivates You
(Length: 1:54)
by Jeanette NydenWhat’s the difference between your negotiation position and your motivations for negotiating?
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Successful Negotiation: Make the First Offer
(Length: 1:44)
by Jeanette NydenIt's okay for you to make the first offer.
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Successful Negotiation: Never Bluff
(Length: 1:45)
by Jeanette NydenLet’s face it. Bluffing is a big part of negotiating right? Well.... yes and no. Really good negotiators don’t bluff.
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Sucking the Lemon: the Fine Art of Apology
(Length: 02:22)
Taking responsibility for your impact on others.
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Take Aim with Your Feedback
(Length: 02:28)
Crafting feedback that people will actually want to hear.
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Take Initiative: Take Notes
(Length: 2:29)
by Lynn Gaertner-JohnstonTaking effective meeting notes can mean the difference between a productive meeting and a waste of the whole group’s efforts.
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Tell the Truth
(Length: 02:30)
Explore how your honesty and willingness to tell the truth create better relationships.
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The 101st Customer
(Length: 1:19)
by Lynn Gaertner-JohnstonIn any kind of communication, manners and kindness are essential. In email, consider courtesies such as greeting readers by name, asking rather than ordering, and expressing thanks.
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The Cycles of Change, Part 4: Rebalancing
(Length: 1:04)
Suggested ideas and alternatives to embrace the changes.
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The Most Powerful Person in the Office
(Length: 02:35)
If you're the boss, you have more influence than you think.
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The Power of the Truth
(Length: 1:50)
by Lynn Gaertner-JohnstonTelling the truth in all types of writing empowers the teller, and makes the writing resonate with integrity, freedom, and pride.
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The Secret to Confidence
(Length: 02:20)
Learn the art of building your own sense of confidence.
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The Upside of Conflict
(Length: 01:28)
It's better to embrace and not avoid conflict at work. (Recorded at the American Society for Training and Development International Conference)
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The Workplace Bully
(Length: 02:06)
They're rude and useless, and you don't have to put up with them.
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Three Editing Questions about Language
(Length: 2:04)
Three questions for helping you pay attention to your use of language.
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To Blog or Not to Blog
(Length: 01:44)
Is your blog about work really such a good idea?
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Trusting Your Employees
(Length: 1:57)
by Jackie GalleanoSuccessful management of employees.
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Us vs. Them: Breaking Adversarial Thinking
(Length: 02:47)
Help people turn their focus toward resolving common problems.
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Weekly Reports for Breakfast
(Length: 2:09)
by Lynn Gaertner-JohnstonBefore dressing up any type of writing, ask yourself what your readers need. Do readers actually need new ways of looking at data? Or are they perfectly satisfied getting the information in a consistent format week after week?
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What about Sarcasm?
(Length: 02:48)
Whether you dish it out or you're the target, here's what to do about it.
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What did you say?!
(Length: 3:34)
Making effective comments in performance reviews
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What Matters Most to Customers
(Length: 02:43)
Six factors that matter
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When and How to Call In Sick
(Length: 02:49)
Here are some general guidelines to help you stay out of trouble.
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When You're the New Kid on the Block
(Length: 02:15)
What to know as a new hire
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Why Customers Buy Anything
(Length: 02:13)
Customers have logical and emotional needs.
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Why Customers Rant and Rave
(Length: 02:52)
If you think about it, opportunities to make people smile literally surround you every day, especially your customers. So, how many will be raving about you soon?
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Why Do You Exist?
(Length: 1:39)
Co-creating your team’s purpose
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You and Your ADHD Co-worker
(Length: 02:52)
It's about working together
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Your Brand, Your Reputation
(Length: 1:51)
Creating one that matters
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Your Praise can be Juicy or Stale
(Length: 2:12)
How to make it juicy
Knols
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10 Great Ways To Say Thanks
by Lynda SilsbeeWithout great employees, most businesses would suffer ― if not shut down. That’s why smart managers find ways to thank workers for their efforts. This brief article suggests 10 big and small ways to acknowledge employees and make them feel appreciated.
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17 'Must Ask' Questions For Planning Successful Projects
by Adele Sommers17 insightful queries that can expose the uncertain aspects of your project, and thereby help you avoid expensive surprises
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5 Ways to Better Disaster Planning
by Liz GuthridgeSteps for effective disaster planning in the work place
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6 Mistakes Managers Make Delivering Performance Reviews
by Lynda SilsbeeAsk employees how supervisors could improve the performance review process and you’ll probably get more responses than you know what to do with. This article addresses six common mistakes managers make and how they can improve.
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6 Steps To Becoming A More Effective Leader
by Lynda SilsbeeWhat makes a leader great? One key skill is the ability to garner the support of others. And good leaders realize they must continually enhance their skills and set an example for the rest. This brief article offers six steps to becoming a better leader.
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7 Secrets to Psych Yourself Out of Pre-Presentation Jitters
by Dianna BooherSeven hints helping you deal with that sense of discomfort known as stage fright.
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7 Simple Ways to Improve Your Meetings
by Liz GuthridgeBest practices for running effective business meetings so that they don't control you
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7 Steps for Pinpointing Your Audience and Designing Your Offerings (Part 1)
by Adele SommersSeven recommendations for identifying your audiences, discovering the most compelling ways to speak to them, and then using the information you gather to create your book, product, service, Web site, or custom solution.
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7 Steps for Pinpointing Your Audience and Designing Your Offerings (Part 2)
by Adele SommersIn Part 2 (this article), we’ll explore the remaining steps in the sequence to continue determining what to offer your audiences.
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Aim Your Sights at Your Customers' Downstream Success
by Adele SommersBy using a variety of techniques to expose more of your clients’ and customers’ needs, you can pinpoint more completely the project, product, or service requirements.
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Aligning Consequences: 4 Keys To 'Walking Your Talk'
by Adele SommersAligning consequences with expectations is easier said than done. But by becoming aware of and applying these cause-and-effect principles, you’ll encourage the very best performance from your colleagues and staff.
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Apologize--Do It Wrong and You'll Be Sorry
by Dianna BooherSuggestions on good ways to apologize and preserve the relationship with coworkers and friends.
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Appraising Performance: The Slide Show
by Cynthia ClayMany supervisors dread conducting the periodic performance appraisal discussion. That's often because they don't have a framework to make the discussion painless, constructive, and valuable. We see the discussion as a slideshow in which supervisor and employee revisit events and experiences.
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Ask The Advisor: Are Your Employees Breaking The Dress Code?
by Lynda SilsbeeHow to handle the don'ts of employee dress codes.
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Ask The Advisor: Cutting The Slack
by Lynda Silsbee4 ways your organization can maintain productivity
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Ask The Advisor: Help! Cupid's Arrow Is Darting Around Our Office
by Lynda SilsbeeHow to deal with dating in the workplace.
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Ask The Advisor: How To Deal With The Wayne Arnolds and Nelson Muntzes of The Workplace
by Lynda SilsbeeBullying in the workplace.
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Ask The Advisor: Should You Track Workers' E-mail and Internet Use?
by Lynda SilsbeeMonitoring employees’ use of company e-mail, the Internet and even instant messaging is a common practice in business today — and for good reason.
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Ask the Advisor: Will You Be in the Doghouse If You Allow Pets at Work?
by Lynda SilsbeeMany HR professionals and business owners are unsure of the issues they need to consider when allowing pets in the office. In addition to considering the industry and checking the office lease, they should keep in mind the interests of both animal lovers and non-pet owners. This article looks at items business owners and HR managers should review.
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Back to Basics with These Communications Tips
by Liz GuthridgeSeven tips for better communications at work.
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Become a Better Communicator by Keeping Your Mouth Shut
by Kenny MooreA former monk reveals the value in being silent at work.
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Boosting Productivity: 10 Ways To Eliminate Obstacles To Success
by Adele SommersAre you unsure of where to begin identifying your burning hassles? Try asking your staff or colleagues what’s impeding their work. Remember to use these ground rules: No blaming or accusing! Everyone should feel free to speak up without being criticized, and everyone can help brainstorm the solutions.
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Broadband Communication Skills: Building Open Communication
by Cynthia ClayBroadband services can send multiple channels of data over a single cable or telephone line simultaneously. Our conversations are also broadband transmissions. Whether we are conscious of it or not, we send and receive information along several channels.
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Building Consensus: The Art of Getting to YES
by Michael WilkinsonDifferences of opinion can derail many meetings. Here are some tips for managing and leveraging disagreements.
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Building Trust in an Uncertain World
by Drs. Dennis and Michelle ReinaThe importance of building trust to improve employee satisfaction, productivity and profitability
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Can't We All Just Get Along? 6 Steps To Handling Team Conflict
by Lynda SilsbeePersonality clashes, work style differences, deadline stress and petty irritations can take a toll on a team’s productivity and cause morale to plummet. That’s why managers play such an important role in leading the team or project. If your managers are struggling to keep their teams focused and respectful of each other, take comfort in the fact that they’re not alone. This article details six steps that your managers can employ to effectively deal with conflict within a team.
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Coaching and Counseling
by Lynda SilsbeeHow everyday coaching boosts performance, what makes an effective coach, when counseling is needed, and how coaching and counseling create change.
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Communicate With People The Way THEY Need To Communicate
by Carolyn ThompsonDesign your communication around the preferences and expectations of your receivers. With a bit of practice, you’ll see a dramatic increase in your communication effectiveness!
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Communicating to Influence: Build Loyalty and Trust on Your Team
by Cynthia ClayCommunicating to Influence, that is, using our best collaboration and negotiating skills, gives us a key advantage when leading teams.
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Corporate Funerals and the Joy of Change
by Kenny MooreAny transition worth it's salt must be intentionally experienced and even celebrated. Here is a prime example.
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Dealing with Anger and Insults
by Lynn Gaertner-JohnstonConsider these suggestions on how to handle angry, hostile, or mean-spirited written messages when a phone conversation or a face-to-face meeting won’t work.
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Designing Information To Help People Act Quickly
by Adele SommersConsider using information design principles -- classifying, chunking, simplifying, arranging, and illustrating -- to help guarantee their success.
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Diversity Means More Than Just Numbers
by Lynda SilsbeeDiversity is no longer just about race and gender. It’s about providing a climate in which all employees, regardless of background and beliefs, know their contributions are valued. It also now encompasses vendors, suppliers and business partners. Embracing differences and inclusiveness is the name of the game. This article discusses how to compete in a diverse global economy, including starting the process and committing to diversity.
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Do You Know What Your Body Just Said?
by Carol Kinsey GomanSuccessful body language tips for the workplace and life.
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Don't Let Missing Information Undermine Your Business Success
by Adele SommersBy systematically providing access to key information, and by using training appropriately, you can avert potential disasters, bolster employee morale, and cement a solid foundation for business success.
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E-Mail: The Shortest Distance Between You and Trouble
by Lynda SilsbeeHere are some ways to protect your company from devastating e-mail consequences.
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Electronic Support Systems: A Great Way To Stretch Expertise
by Adele SommersThis kind of guidance can come in the form of interviews, tightly interwoven tips and hints, overviews, demonstrations, wizards, decision guidance, calculation tools, and other systematic interactions that intelligently aid people in achieving their goals.
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Engaging Your Team for Success
by Cindy VentriceSeven tips for team leads who want to spur high performance in their people
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Enhancing Employee Performance With Regular Feedback
by Lynda SilsbeeProviding employees with feedback is an important part of every supervisor’s job. People need to know what they’re doing right or wrong and how they can do better. But often managers provide ambiguous details or no positive reinforcement. This article explains how to give workers feedback to improve their performances.
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Five Easy Steps To Guide Employees In Negotiating Promotions and Raises
by Jeanette NydenAccording to a recent job satisfaction survey of full-time employees, 69.1% of employees feel that they are underpaid for their qualifications. Here are some additional statistics: There are 2 out of 3 employees walking around feeling underpaid and 1 in 3 employees are seeking job growth opportunities that will presumably lead to more pay.
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Five Tips to Improve Your Personal Curb Appeal
by Carol Kinsey GomanThe essential elements for making the best impression in face-to-face contacts with your colleagues and clients.
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Flexibility = Productivity
by Lynda SilsbeeFlexibility in the workplace can take many forms. There’s growing evidence of businesses that accommodate how their employees get their jobs done are reaping benefits like never before.
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Focusing on Consistency (Part 1)
by Adele SommersTo recognize the value of consistency in customer retention and in over-delivering on promises, both explicit and implied.
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Focusing on Consistency (Part 2)
by Adele SommersThis article, Part 2, explores four more techniques that can help ensure top-to-bottom consistency in creating positive customer experiences.
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For Greater Success, Get Good Promises
by Jeffrey and Laurie FordThe 5 parts to getting things done at work by getting good promises
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Four Steps on the Path to Influence
by Cynthia ClayInfluencing effectively, gaining support for ideas and plans, listening to understand objections, and collaborating to determine a solution -- these are key responsibilities of both parents and human resource professionals. Here are four steps to take to handle these responsibilities well.
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Getting to Team Synergy, part 1
by Elizabeth Doty -
Getting to Team Synergy, part 2
by Elizabeth DotyTeams are interdependent. Learn how they are, and why it matters.
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Glow
by Lynda GrattonHow you can radiate energy, innovation and success to create a great work environment and deliver superior value through work
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Great Advice
by David SchmaltzAdvice about, well, the flimsy value of getting and giving good advice.
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Great Customer Service: A Critical Competitive Edge
by Cynthia ClayGreat customer service is one of the last differentiating factors in an increasing competitive business market.
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Have You Ever Tried Being A Peacemaker?
by Sue MillerHere are several ways to politely engage in "peacemaking".
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How Do You Measure Your Customer's Wow Factors?
by Adele SommersBy continuously measuring your customer "wow" factors — such as ideal features and functions, ease of use, simplicity and elegance, and error-free operation — your efforts will pay for themselves many times over through customer loyalty, a solid reputation, and increased profitability.
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How To Say Thank You
by Lynn Gaertner-JohnstonSend an email, jot a note, write a card of thanks. Make someone feel valued. Be grateful and show it.
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How To Stay Ahead Of The Harassment Curve
by Lynda SilsbeeBy Jan. 1, 2006, many California companies finished their initial mandatory training for supervisors. Although the law applies specifically to California companies, the details are worth noting regardless of your location. This brief article looks at the new law and why all employers should take notice
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How to Write an Apology
by Lynn Gaertner-JohnstonApologies communicate the message “I respect you” without actually using those words.
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How to Write E-Mail That Gets Results
by Natasha TerkSteps to better your professional email communications, and common problems to avoid.
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How to Write Faster and Get Results
by Lynn Gaertner-JohnstonHelpful tips on writing quickly, effectively, and efficiently in your business.
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How to Write Persuasive Business E-mail
by Natasha TerkDo's & Don'ts of writing an email that sells.
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I'm Sorry.
by John KadorAn effective apology can repair strained customer relationships and avoid lawsuits. Here are ten ways to get it right.
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Improve Your Writing: Borrow from the Best
by Lynda McDanielHow reading great writing can inspire your own
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Interviewing: How To Talk Only 25% Of The Time
by Carolyn ThompsonPre-interview planning - gaining information before the interview, planning the best time and place and the questions, assessments and others to meet - will allow you to control your percentage of time talking about the position and your organization so you can spend as much time listening and probing as possible.
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Introducing NetSpeed Fast Tracks: podcasts with a twist
by Cynthia ClayThe use of podcasting is changing the culture of learning. NetSpeed Fast Tracks combine short podspots with articles, blogs, and expert interviews in a searchable database.
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Is A Master Mind Group On Your Horizon?
by Adele SommersDeveloping the perfect Master Mind or other support network can take a bit of work. Parties who mirror your values and are qualified to meet your particular needs aren’t always easy to find.
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IsYour Writing Too Abrupt?
by Lynn Gaertner-JohnstonSeven simple ways to warm up your writing and reduce the risk of abruptness
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Just Say No: How To Sound Positive When You're Negotiating The Negative
by Jeanette NydenSaying no does not have to be awkward or damaging to relationships. Saying no can actually help you do your job better. That's right; saying no can be a good thing. Negotiators say no all the time. The negotiators who are skilled at saying no are often the most respected and popular in their field because they are more likely to craft an agreement that meets the needs of both sides.
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Keeping Your Offerings Easy to Use (Part 1)
by Adele SommersKeeping your offerings simple and consistent, while simultaneously supporting whatever people are really trying to accomplish, should lead to years of customer gratitude and loyalty.
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Keeping Your Offerings Easy to Use (Part 2)
by Adele SommersPart 2 (this article), we’ll probe more deeply into how to reverse this trend by simplifying what we have to offer.
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Know Can Do
by Ken BlanchardPeople today know a lot more about leadership and management than anyone ever sees. The gap between knowing and doing is probably wider than the gap between ignorance and knowledge.
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Know When to Hold Them and When to Fold Them; How to Build, Repair and Disband Work Teams
by Lynda SilsbeeWhen professionals think of the word “team,” they probably think of one thing: people pulling together for a common cause. But that’s where the commonality ends because each group differs in its objectives and the way it operates. Moreover, each team’s lifespan varies: Some start out strong and die quickly, while others work effectively for years. This article discusses when organizations should assemble a team, spend time rebuilding it or simply pull the plug.
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Leading at Net Speed: How to Stay on Course
by Cynthia ClayToday's leaders face countless challenges, familiar and unfamiliar. But by following just a few clear principles, leaders can stay on course despite the pull in many directions. We look at five such principles: (1) Create an optimistic culture; (2) Promote collaborative relationships; (3) Encourage exceptional performance; (4) Focus for high impact; (5) Cultivate trust.
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Leading by Taking Initiative
by Jeffrey and Laurie FordLeading starts with an invitation to act.
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Make an Impact with Storytelling
by Lynda McDanielHow to engage your business readers with good storytelling
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Make Testing and Evaluation Your Best Friends
by Adele SommersBy making testing and evaluation your partners and allies, you will give your brand and offerings enormous competitive advantages.
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Managing Project Risks (Part 1): Don't Be Snared by These 6 Common Traps
by Adele SommersYou and your team can learn to avoid project pitfalls by paying close attention to the cause-and-effect relationships among these six important keys!
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Managing Project Risks (Part 2): 10 Major Mistakes Your Team Can Avoid
by Adele Sommers10 major mistakes to avoid (or risks to flag) when choosing, estimating, and staffing your projects.
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Managing Project Risks (Part 3): How To Quickly Assess Potential Pitfalls
by Adele SommersThis article (Part 3 of the series) explains how you can quickly evaluate any risks you’ve identified to see whether they’re likely to overwhelm your project.
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Managing Project Risks (Part 4): A Simple Risk Mitigation Process
by Adele SommersThis article (Part 4 of the series) takes you through asimple, four-step risk management process.
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Meet Your Customers More than Halfway: Anticipate Their Circumstances of Use (Part 1)
by Adele SommersBy packaging the components of your products in complementary formats, you can help your customers consume what you offer in any mode they choose. You’ll also provide more value than your competitors will by giving your audiences more convenient ways to learn or do what they’ve turned to your offerings to receive.
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Meet Your Customers More than Halfway: Anticipate Their Circumstances of Use (Part 2)
by Adele SommersThis article, Part 2, addresses an often-overlooked arena — how people might try to use products or services in unusual or even extreme circumstances.
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Meet Your Customers More than Halfway: Anticipate Their Circumstances of Use (Part 3)
by Adele SommersIn Part 3 (this article), we’ll explore another aspect of meeting our customers more than halfway by screening their eligibility for what we have to offer.
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Navigating Change and Uncertainty by Rebuilding Trust
by Drs. Dennis and Michelle ReinaSeven steps to restoring trust at work in uncertain times
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Negotiation Preparation on the Fly: Five Down-and-Dirty Questions You Should Answer Before Your Next Negotiation
by Jeanette NydenMore and more, negotiations happen in pieces and on the fly, meaning that you quickly shoot off an e-mail or leave a voicemail in response to someone else’s e-mail or voicemail. This disjointed approach to negotiating will not change for the better any time soon. Negotiation preparation improves outcomes. In fact, it is the single-most-important thing you can do to influence the negotiation in your favor.
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Performance Appraisal On Purpose
by Cynthia ClayPurposeful performance appraisals produce effective outcomes.
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Preparing For Retirement, But Not Yours, Theirs; How To Cope With An Aging Workforce
by Lynda SilsbeeBaby boomers are quickly approaching retirement age, which may drastically affect many organizations’ workforces. This article explains how preparedness and willingness to step outside the business-as-usual model can help companies make this demographic reality work for them, rather than against them.
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Quality Lives In The Eye Of The Beholder
by Adele SommersRemember that quality in perception is not a substitute for quality in fact. But it can go a long way toward minimizing customer and client dissatisfaction, as well as powerfully reinforcing stellar quality when you ultimately deliver it.
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Recipe For success; Measurements Should Reflect Your Strategy, Goals And Initiative
by Lynda SilsbeeThere are traditional measures HR uses — the number of people hired, turnover rates and the number of training hours delivered — but this data focuses on activity, not necessarily value. This brief article explores how using more meaningful metrics better illustrates the value HR brings to your company.
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Retention: Cost Effective Ways To Improve
by Lynda SilsbeeWays you can retain key employees on a tight budget.
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Seven Steps to Your Goal
by Lynn Gaertner-JohnstonAlthough we cannot control our readers’ behavior, we can easily adapt our writing to improve our results. Here are seven steps guaranteed to improve your chances of achieving your objectives.
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Six Steps to Written Communication that Gets Results
by Natasha TerkSix-step writing process to get the results you want from your written communication.
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Slim Down Your Writing
by Lynn Gaertner-JohnstonTo trim your sentences, cut extra words and phrases.
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Tell An Engaging Story In Just 90 Seconds
by Adele SommersProduce a 90-second narrated synopsis and entice your audiences to consume your story, either in advance of your live presentation or after the fact.
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Telling Compelling Stories
by Lynda SilsbeeStories help people make a personal connection to the learning experience they are on – a connection that helps them remember what they learned long after the training session has concluded.
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The 10 Principles of Resolutionary Thinking
by Stewart LevineIntention is everything when your aim is resolution. Here are the 10 things you need to keep top of mind when entering into and working through this kind of critical relationship.
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The Art of Relationship at Work
by Jamie WaltersThe importance of relationships in today's workplace, and how to strengthen them.
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The Communication Styles Challenge
by Cynthia ClayStrategies for communicating effectively in culturally diverse business environments.
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The Introverted Leader: Thriving in the extroverted business world
by Jennifer Kahnweiler, Ph.D.Introverted leaders, the challenges they face and how they can thrive
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The Masterful Strategy Meeting
by Michael WilkinsonA step-by step guide to running meetings that can produce powerful strategies for your organization
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The Power of a Smile--Yours
by Jennifer Kahnweiler, Ph.D.How often we smile at work has an impact on our effectiveness.
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The Power of Everyday Mentoring
by Chip BellMentoring as an every day event leading to business learning, growth and success
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The Seven Separators of Great Facilitation - What separates top facilitators from average ones?
by Michael WilkinsonWhat is it that separates great facilitators from good ones? Here are seven skills that seem to distinguish the best facilitators from the rest of the pack.
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The State of Customer Service: What's Your Score?
by Cynthia ClayDeveloping systems and skills to deliver effective customer service.
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Thoughts on Five Key Management Topics
by Cynthia ClayWould you like quick, practical tips and bits of wisdom on five important topics? Here is some of our latest thinking on communicating, delegating, managing one's career, transforming team conflict, and working with communication styles, taken from five new NetSpeed Leadership modules.
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Three Decision-Making Techniques to Suit Any Purpose, Project, or Need
by Adele SommersStructured decision-making produces sturdy, satisfying results — even for complex projects or problems — while boosting both morale and profit potential.
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Three Internal Disconnects That Lead To Employee Frustration and Customer Angst
by Adele SommersWe can minimize employee and customer frustration by continually fine-tuning procedures and hand-offs within the organization.
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Tips for Giving Written Feedback
by Lynn Gaertner-JohnstonHere are nine tips to help you meet the challenges of written feedback.
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Tips For Removing 'Burning Hassles'
by Adele SommersHere are some tips for getting rid of those “road blocks” that are driving you, your colleagues, or your customers crazy.
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Tips for Removing 'Customer Hassles'
by Adele SommersRevealing and remedying annoying hassles can stem the exodus of cranky customers and help you begin building a base of “raving fans.” Your customers deserve no less than the very best of experiences with every facet of your offerings.
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Tips for Winning Proposals
by Lynn Gaertner-JohnstonFollow these 10 tips, and you will definitely increase your chances of having the winning proposal.
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Transforming Team Conflict: First Steps
by Cynthia ClayIt's easy to sink under team conflict, especially when it gets "resolved" negatively. But it's possible to thrive and succeed when we constructively transform team conflict. Transformation begins with acknowledging the value of conflict, increasing conflict competence, and giving conflict situations a neutral name.
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Transforming Your Meetings Culture: Establish Meetings Rights!
by Michael WilkinsonTransforming your meetings at work by agreeing on a list of Meetings Rights
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Uncovering The Secrets of Great Bosses
by Lynda SilsbeeThere are plenty of reasons to be a good boss. Perhaps, most important, employees with good bosses perform well and are fully engaged in their work — which creates results that support your business. But also keep in mind that, when people jump ship, they generally leave because of their boss, not their job. Researchers have even linked a poor relationship with a supervisor to depression and other mental health problems. This article offers some of the secrets of top leaders’ success.
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Using Positive Power
by Lynn Gaertner-JohnstonHere are steps to creating a positive experience through writing.
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Want To Motivate Employees?
by Lynda SilsbeeHow to build team behavior and assign the right person to a job.
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What Gen Y Wants You to Know
by Louise CarnachanGen Y-ers share their thoughts about today's organizations, working with their managers, and blending their work and their lives
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What Should You Really Say When Your Customer Complains?
by Bernice JohnstonHigh quality service consists of three elements:
1. Explicit quality: meeting the specifications,
2. Implicit quality: delivering on the implied and unstated, and
3. Benefit quality: delighting with the unexpected.
If you consistently deliver on #1 and #3 and work smarter on #2, you may never have to learn what to really say when the customer complains or how to turn a complaint around: you won’t have any!
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What's On Your Meeting Agenda?
by Adele SommersMeeting notices, agendas, and summaries provide a robust structure that can compensate for any other aspects of meetings that are less than perfect.
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What's Your Networking Quotient (NQ)?
by Mike DulworthThe Networking Quotient (NQ) self-assessment measures the strength of your current network and also your current networking capabilities.
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When Workers Dress Like It's A Day At The Park
by Lynda SilsbeeSome businesses, particularly if they have a strict dress policy, relax their rules during the summer. Others that already allow business-casual attire don’t feel the need to loosen standards even more. But in either situation, employees may take it on themselves to make the dress code more casual by simply wearing more relaxing apparel to work during the summer. This article reviews ways to ensure workers’ appearances match your organization’s expectations.
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Working With Communication Styles: A Tip Sheet
by Cynthia ClayWe are all different. That's a given. The challenge for us in the world of work is to recognize and adapt to style differences. Rather than going through our day thinking that others are "flaky" or "nit-picking," we need to work successfully with them. Here's a tip sheet on how to do it.
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Working with Purpose: A Powerful Key to Employee Engagement
by Kenneth ThomasImprove employee productivity by making work engaging through non-financial rewards
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Writing for 1.4 Billion Readers
by Lynn Gaertner-JohnstonThese are ten suggestions to writing effectively for viewers worldwide.
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Writing for High-Speed Readers: On the Pit Crew
by Cynthia ClayImagine yourself on the pit crew of a high-speed auto racer. You want your vehicle and your team to win. But winning will require -- among other things -- efficient, foolproof, lightening fast communication. How can you communicate at high speeds? Read these 16 tips on writing for high-speed readers.
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Writing Messages of Comfort and Condolences
by Lynn Gaertner-JohnstonIt’s thoughtful and appropriate to send messages of comfort and condolences to anyone you know—not just friends and family but employees, clients, customers, vendors, and others. Everyone will appreciate your caring message in his/her time of discomfort and loss, and you will feel good about having connected with them.
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Writing Tips for RecentGraduates
by Lynn Gaertner-JohnstonSix tips about writing for business
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Your Personal Brand: Becoming a More Authentic and Effective Leader
by Karl SpeakHave a real impact on how people see you--for the better.
Insight Interviews
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Being Proactive: Getting what you want, dealing with difficult people, balance
Sharon Jordan-Evans
Ideas for getting what you want, working with difficult people, and career/life balance
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Coaching at Work: Coaching for Results, Success and Fulfillment
Karen Kimsey-House
How managers can coach best, and how to find a coach for ourselves
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Communicating Well: Your Golden Opportunity
Dianna Booher
Communication tactics for day-to-day workplace and leadership success
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Connecting at Work: A New Conversation
Peter Block
How a new style of conversation creates real connections with our coworkers--and change that matters
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Effective Selling: Make Every Call Count
Art Sobczak
Your primer for successful selling by phone
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Email Ease
Mike Song
How to cut your email clutter, be more productive, save time, and communicate better online.
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Freeing Yourself from the Compromise Trap
Elizabeth Doty
When your challenges at work are calling for you to bend too far, it's time to play a new game.
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From Conflict to Collaboration
Stewart Levine
A master "resolutionary" shares his 7-step model for achieving true resoution
And be sure to read his knol, 10 Principles of Resolutionary Thinking here.
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Helping Leaders Change for the Better
Marshall Goldsmith
Unique challenges come with success. How you can recognize them, why it's hard to change, and what to do about it.
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How to Grow as a Leader
Joe Folkman
Research shows how building strengths rather than fixing weaknesses makes for powerful leaders
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Meeting Facilitation: Don't Just Do Something--Stand There!
Marvin Weisboard and Sandra Janoff
Two master facilitators share some lessons for how they create powerful meetings, so you can, too.
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Negotiating Works
Jeanette Nyden
Tips for getting what you want with others on the job
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Seeing Systems: The Power of Context
Barry Oshry
A leading thinker in systems theory shows us how at work--and in life--context is everything, and given that, what we can do about it.
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The Abrasive Manager
Laura Crawshaw
When bosses are abrasive, everyone loses. The good news is that they can change. An expert tells you how.
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What Work has Become
Margaret Wheatley
A fresh and somber look at work, and what we each can do to make it better for ourselves and others
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Your Brain at Work: iBrain
Gary Small, M.D.
How your brain and the brains of your coworkers are remapping, retooling, and evolving.
Blog Posts
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"Why Do We Need To Change?"
A powerful question to ask when you have received lousy customer service
Attention All Managers!
Before you decide, consult the experts -- your team
Business Etiquette
Catch Them Doing Something Right
Communication Then and Now
Don't rush to judgment - Get the facts
Everyone Is Your Customer!
Four words rarely spoken that effective leaders have mastered
Four words rarely spoken that effective leaders have mastered.
Get to the Point
Giving Thanks For Your Employees
I'm sorry BUT... - When an apology is not an apology
Just Try Listening More
Learning and the Liberation Effect
Lessons from the Sports Page
Let's get rid of management
Living in a Past Perfect World
Mind Over Matter
My Favorite Management Acronyms – Part 1
My Favorite Management Acronyms-Part 2 .
My Management Lessons from the past year
Selling's a Beach
Stupid Questions
Sustainable Competitive Advantage -- Learning
Taking the Plunge into Google Notebook
Thank You for the Rude Service!
THE BEST INVESTMENT IN TURBULENT TIMES
The importance of Last Impressions
The Problem Is Not the Problem - It's Motivation
The sky is falling! No, the world is flat!
Twenty-twenty Vision and Walking 'Round Blind
Undercover Boss
What questions did you ask yourself this week?
Whatever Happened to Civility?
Wrtng n th age of txtg ("Writing in the Age of Texting")
You Can’t Do Business During Times Like This. Or Can You?