The ability to communicate clearly is the archetypal “soft skill” for your employees. In contrast to understanding how to perform a specific process or use...

Public speaking is not just the purview of national politicians and Fortune 500 CEOs. Every person in a management position should be prepared to address...

As the number of companies embracing diversity and inclusion rise yearly, topics such as these continues to dominate boardrooms. Many intense situations and conversations can...

Even though we communicate on a daily basis, we aren’t always as successful as you may think. When difficult communication situations arise, we need to...

We have welcomed a new content partner, Advanced Knowledge.  Advanced Knowledge uses real-life events as case studies for comprehensive and effective training courses for various...

*** Note – This post is from 2013, for more current posts on customer service, check these out.  Nancy Friedman, the Telephone Doctor, has been collecting...