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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

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

Say This, Not That ~ It's Your Job

Posted by Jana Love

Jan 10, 2017 9:04:00 AM

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Topics: Customer Service, Customer Experience, Teamwork

ProTip: What's Vital to Your Work May Not Be What You'd Expect

Posted by Michelle Nitchie

Jul 5, 2016 9:00:00 AM

Vital_Behaviors_Coding.pngLet's say you work as a manager in a software development firm where dozens of software engineers write mountains of code every week.  The products are so complex that the overall design is divided among several teams.  After years of your employees bringing in projects late or riddled with bugs, you discover that the key to consistent high-quality performance is getting them to practice two vital behaviors: (1) admit when they have problems, and (2) immediately speak up when they won't meet a deadline.  When your software designers do these two things consistently, products get completed correctly and on time.  When they don't, they don't. 

-Grenny, Patterson, Maxfield, McMillan, and Switzler, Influencer

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Topics: Business Skills, Goals, Teamwork, Analysis, Leadership and Management, Expectations

ProTip: Are You Fueling Your Team with ARE?

Posted by Michelle Nitchie

Feb 9, 2016 9:04:00 AM

Space_Shuttle.jpgAppreciation, recognition, encouragement: ARE.  Together they make up a cost-free, fully sustainable fuel, one that builds self-confidence  and self-esteem, boosts individual and team performance, and keeps an organization running cleanly and smoothly.  ARE is more powerful than the fuels that make engines roar and space shuttles soar, because it propels human energy and motivation.  And unlike costly, nonrenewable fuels like oil and gas, its supply is inexhaustible.  You can give out ARE all day long, at home and at work, and wake up the next morning with a full tank.  In fact, the more we use, the more there is, because every time people receive some ARE they discover more of their own internal supply and start giving away the overflow.

-Lee Cockerell, Creating Magic

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Topics: Thanks and Appreciation, Teamwork, Culture, Leadership and Management, Empowerment

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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