ProLearning_Blog_Page_Header

ProTip: Fixing a Communication Breakdown

Posted by Michelle Nitchie

Jul 11, 2017 9:04:00 AM

Failed Communication.pngOne of the most effective approaches is to take full responsibility for the lack of communication.  After all, it may well be that your question was unclear.  Why not give the other person the benefit of the doubt?  You might confess you don't remember whether she gave you the information you needed...or acknowledge that you may not have grasped her explanation.  Unless the person is being evasive, she'll be glad to comply.

- Jo-Ellan Dimitrius, Ph.D., and Wendy Patrick Mazzarella, Reading People

Read More

Topics: Problem Resolution, Teamwork, Communication, Etiquette, Difficult Situations

ProTip: A Zero Tolerance, Rudeness-Free Zone

Posted by Michelle Nitchie

Sep 13, 2016 9:00:00 AM

Rude_Girl.pngRude employees are rude for a reason: you allow them to be.  It's not their fault—it's yours.  You hired wrong, you trained wrong, or you coached wrong.  Just as you must kill an aggressive cancer by nuking it with chemotherapy, you must eradicate rudeness by displaying a zero-tolerance attitude.  We don't care if an employee "makes his numbers" or excels at some other aspect of his job.  If he's rude, he has to go.  Fire him, and for good measure, encourage him to work for a competitor.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

Read More

Topics: Business Skills, Respect, Etiquette, Leadership and Management, HIring

ProTip: Try the Truth

Posted by Michelle Nitchie

Aug 23, 2016 9:00:00 AM

Try_the_Truth.pngA top executive in a public relations firm has a favorite saying for clients who are at a loss about what to reveal: "When all else fails, try the truth."  In business, as in life, telling the truth—no matter the short-term consequences—is far more beneficial than getting caught in a deception.  People are generally forgiving, almost to a fault.  But deceive them and they will remember it for a long, long time.  "Try the truth" applies to everyone in the workplace: the boss, the manager, the new employee, the client, the contractor.

- Emily Post's The Etiquette Advantage in Business

Read More

Topics: Customer Service Skills, Business Skills, Culture, Etiquette, Difficult Situations

ProTip: Benefit or Burden?  Surprise or Strain?

Posted by Michelle Nitchie

May 24, 2016 9:04:00 AM

Lunch_Plate.jpgIn the beginning, I thought inviting people to lunch was a good idea.  Then at one of the lunches, I found out that an individual had worked the overnight shift, changed out of uniform, and caught a couple of hours of sleep prior to joining me for lunch.  This person didn't have enough time to go home and come back for our lunch, and didn't want to miss the opportunity to accept a lunch invitation from the CEO.  From that day forward, I knew that I had to have meals with staff members at rotating hours to fit into their schedules, not into mine.  Even to listen, you have to make yourself available to the logistic needs of others.

-Dr. David Feinberg, former CEO of the UCLA Hospital System, quoted in Prescription for Excellence

Read More

Topics: Thanks and Appreciation, Business Skills, Etiquette, Demonstrating Consideration, Leadership and Management

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

Subscribe to Email Updates

Follow Us

ProSolutions_ArchivedArticles.png