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Do This, Not That: Optimistic Attitude

Posted by Jana Love

Oct 24, 2017 9:06:00 AM

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Topics: Rapport, Being Attentive, Communication

A Tale of Two Hotel Experiences

Posted by 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

Posted by Michelle Nitchie

Nov 15, 2016 9:00:00 AM

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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

Posted by 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

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.

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