Effective Communication is Empowering.

Using an activity-based approach (and a little humor) we offer personalized training focused on your business goals and objectives.

THE Blog


An Elephant in my pajamas?

Misplaced Modifiers Groucho Marx: “One morning I shot an elephant in my pajamas. How he got into my pajamas I’ll never know” The term “misplaced modifier” mea...

More Essentials For Customer Service Skills

Last week we showed you the 3 Essential Qualities For Good Customer Service. Check it out if you missed it. This week we are going to flesh it out a bit with more qua...

3 Essential Customer Service Qualities for Business Growth

Pick Me! Pick Me! There are so many choices when companies are on the lookout for a new vendor. The question arises—what will make your company more attractive...

Ghosted – Effective Customer Service Skills?

Have you ever been in touch with a business you thought had good customer service skills, and made arrangements with them only to have them go dark at some point during ...

Feedback: A Review for the Executive Team

Great improvements can result from feedback. Feedback provides an outside viewpoint and fills the gaps in our own perspective. Senior executives often ignore the nee...

Anger and Conflict Management

Sometimes it almost feels like we have two pandemics affecting us all on so many levels. Of course, the first is COVID-19, changing our work, school, social, and fami...

Email and Coffee: An Interview with Dr. Rich Atkins

Joi Brooks, host of Email and Coffee, chats with Dr. Rich Atkins, managing director of Improving Communications, about Email Etiquette and the importance of a well writt...

A Bad Customer Experience

Recently, I contacted an HVAC (heating, ventilation and air conditioning) company because my elderly father had no heat at his house. During my call, I spoke with a pers...

Simon Phillips on Listening

Simon Phillips is a world-renowned and respected drummer, producer, and engineer. His Rock, Fusion, and Jazz performance style helps to support the bands and artists he ...