Results for : communication

How and When to Apologize to Customers

Your business doesn’t want to make mistakes, yet failures do happen. A well-timed and genuine apology can help the business recover with customers. But issuing a public apology isn’t always the right answer. This article discusses exactly how and when to apologize to customers in order to have the most…

Shisa Kanko: Mastering External Communications with Japanese Train Drivers

Miscommunication with your customers, clients, and partners can be fatal. Social media gaffes can go viral; jokey comments can sneak into serious emails; misguided sales pitches can fall flat on their face. When we looked at managing internal miscommunication, the best solution was unanimously a cultural change: encouraging employees to…

Avoiding Mixed Messages in the Workplace: It’s a Culture Thing

Poor communication is a fast-track method for resentment, low motivation, mistakes and tension in the workplace. It’s important to understand that miscommunication is not easily contained; in reality, it cascades exponentially. We’ve all seen it happen: Boss miscommunicates to employee, who then spreads it to customers or colleagues, and then it spreads…

Much Ado About Active Listening in the Workplace

Look into employee engagement and you’re likely to read this advice: Listen to your employees. Your reaction is probably a self-congratulatory “I do!” Listening is easy, right? Only, you might not be actively listening, and that can make a real difference. Read on to find out what we mean by…

The Social Spread: Fake News and the Social Media Wildfire

In the age of digital communications, fast content is coming at us from all sides. So while you might still have the latest edition of The New York Times being dropped off at your doorstep, for many, that's an artifact from the same era as dinosaurs. Instead, we live in a…

Culture and Credulity: Putting Fake News Out of Business

News - fake or genuine - comes at us from all directions, day and night, as part of the digital network integrated into our lifestyles. In some cases it hits a soft spot, creating an audience reaction and leaving considerable emotional residue long after the announcement has faded - even…

Reasons to Celebrate: March is…

If ever there was a month dedicated to the celebration of life and people, it’s March. For one side of the world, the fragile beginnings of Spring commences as life begins to sprout and nature turns a bit greener. The third month of the year is filled with appreciation days…

Reasons to Celebrate: February is …

From chalky pink hearts to earnest discussions about race relations, February is a study in contrasts. The second month of the year is probably most notable for both Valentine’s Day and Black History Month. February is also the shortest month of the year, with only 28 days (unless it’s a…

Reasons to Celebrate: January is…

Ah, January. The post-holiday season. The start of the winter doldrums. A long, dreary month, right? As Roald Dahl, author of Charlie and the Chocolate Factory and many more favorites once said, “If I had my way, I’d remove January from the calendar altogether and have an extra July instead.”…

The Patient Experience and Grief

Scenario: Following a routine check-up, a woman's doctor asks how she's dealing with her husband’s failing health. She's been asked this question many times before, and has always smiled and replied, “We’ve got this!” Today, she informs her doctor between sobs that her husband passed just a few weeks before, and…

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