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Do This, Not That: Optimistic Attitude

Jana Love | Oct 24, 2017 9:06:00 AM

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Topics: Rapport, Being Attentive, Communication

A Tale of Two Hotel Experiences

Katie Scheer | May 9, 2017 9:22:00 AM

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In the last two months we had two very different hotel experiences in two different beach towns. The impressions that were left with us are so contrasting. I have now truly realized how my overall happiness, like many of today's travelers, is driven by the experience rather than the money I spend or save. There is much for every business to learn from this, which I will summarize after you first read the snapshots of our two hotel stays...

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Topics: Memorable Interactions, Rapport, Customer Service, Customer Experience, First Impressions and Greetings

ProTip: Avoid the Bobblehead Look

Michelle Nitchie | Nov 15, 2016 9:00:00 AM

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via GIPHY

Practice Active Listening Head Moves. As you talk with others today, use these various methods of nodding with head tilts.
  1. Listen to someone, smile and tilt your head to the side, but withhold all nodding. Note what happens to the fluidity of the story. Does the speaker become uncomfortable?
  2. Now, tilt your head slightly to one side and nod your head while listening using single short nods. What happens?
  3. Now try the head tilt with the double nod. Did the person speed up the conversation?
  4. Finally, use a head tilt with the triple nod or a single, very slow nod. (Note: these nods will actually make you feel uncomfortable while doing them!)

The preceding experiments will help you determine when you should use each of the variety of nods with a date mate, the boss, your kids, or the judge. Try them out and see what works for each individual.

 - Janine Driver, You Say More Than You Think

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Topics: Rapport, Listening, Communication

ProTip: Timing Your Smile

Michelle Nitchie | Jan 14, 2016 10:00:00 AM

Smile.jpgWe know from the latest neuroscience research that our brains are programmed to "catch" the other person's delight and happiness whenever we see a genuine smile.  So…wait until you've been introduced, then as you shake your new acquaintance's hand and say her name, you smile broadly.  Body-language-savvy alpha leaders know this trick - it's as if you and your name brought a smile to their face.

- Janine Driver, You Say More Than You Think

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Topics: Rapport, Confidence, Communication, First Impressions and Greetings

ProTip: Get out from Behind the Desk, Literally

Michelle Nitchie | Aug 20, 2015 10:00:00 AM

Out_from_the_DeskNo matter who the visitor is or what the situation is, any time you come around from behind your desk and sit near someone, you set up a friendly climate for a more relaxed discussion.

- Emily Post's The Etiquette Advantage in Business

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Topics: Memorable Interactions, Rapport, Communication, Etiquette

ProTip: Watch the Order You Ask Questions in for More Targeted Results

Michelle Nitchie | May 21, 2015 10:00:00 AM

Targeted_QuestionsEven if you need very specific information... a good strategy is to start with a few open-ended questions and become more focused as you go.  This gives you the opportunity to develop a rapport with the other person while at the same time getting some valuable background data.  It just takes a little patience, which is essential anyway if you want to get honest, reliable information.

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

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Topics: Rapport, Customer Service, Communication, Discovery and Questioning Skills