Effective Communication is Empowering.

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THE Blog


Impromtu Speaking – What to Say When You Don’t Know What To Say

All the time, you are asked to speak without preparation. The phone rings, and you answer it. Whatever the prompt is on the other end of the line, when it’s your turn ...

BuyTheCase Study: A Lost Opportunity To Turn an Angry Customer Into a Fan

Customer Service is all about treatment. The story that follows shows how a company can meet the needs of an angry customer, yet lose his/her business because of the cust...

Are Listening Skills a Lost Art?

Listening and hearing both require use of the ears. There ends their similarity. "To hear" is to perceive or apprehend by the ear (comes from a Latin word meaning, "to be...

Noise or Noises – Which Is Correct Grammar?

Recently, at a barbeque, two friends were having a disagreement about who had the correct grammar. They came to me to settle the argument (knowing what I do, and because ...

Take A Hard Look At Your Customer Experience

Customer Service FAILure can occur because representatives may not be well trained, the phone system may be too complicated, or the website may be having some issues. But...

Run-On Sentences & Fragments

Mistakes in your writing can cost you dearly.  Recently I heard one of my clients say that when she gets a resume containing errors, it goes immediately in the "unaccep...

Almost Heaven: Surviving a West Virginia Motorcycle Crash

By Dr. Richard J. Atkins People sometimes ask me why I go on Adventure rides alone. The answer is that it’s a great challenge to find a riding partner who can do wh...

Self-Knowledge = Better Relationships

Do you remember the age-old line, "charity begins at home"? It’s a best-practice reminder to help yourself before helping those around you. You’ll be much more us...