Category Archives: Organization

Diffuse Conflict with Conversational Martial Arts

The Japanese say: “Once you lose your temper, you’ve invariably lost [the conflict].”Recall a lousy customer service experience.  You felt disrespected and powerless.  Maybe you responded by walking away in disgust or slamming down the phone vowing never to buy from that merchant again. But you lost your cool without resolving the matter and that still nags at you.   Plus… Read more »

The Hidden Risks of Accepting Paypal

Has this happened to you? One day you were shocked to discover your Paypal account frozen.  You found money removed from your account without authorization.  You received no warning; you discovered it accidentally. You assumed it was a glitch so you called the company expecting a quick resolution.  Unable to talk with anyone to resolve the situation you were forced… Read more »

Effortlessly Communicate Disagreeable Policy

If you’re in management it’s likely you’ve encountered an entry-level employee who just didn’t get it.  Maybe they were young or inexperienced, or maybe just a poor fit. For whatever reason, you had to tell this worker repeatedly, for instance, that they mustn’t take time off work without notice.  Managers often have to relay or set undesirable policies.  Such as refusing an employee’s request for time off. Inexperienced workers often don’t realize what… Read more »

How to Delegate When You’re the Boss

Last week we discussed how to encourage a customer to fire himself by gradually decreasing your value to them.Let me ask: have you been promoted lately? If so, most likely your workload has increased. Employers often ask their workers to take on more responsibility, especially during a recession where funds for extra labor is scarce. So how do you handle the… Read more »

7 Ways to Promote a High-Performing Culture

Often, salespeople are viewed like standard employees.  They’re asked to answer the phone when it rings, handle paperwork, and do a myriad of tasks unrelated to selling.  The rationale by the rest of the staff for having the salespeople handle these duties is: “they’re already in the office; why not assign them to do it?” Your salespeople have only a… Read more »