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5 communication quotes from ‘the mother of media psychology,’ Dr. Joyce Brothers

by at 12:24 pm Leave a Comment

PBDJOBR EC017She has been dubbed “the mother of media psychology.”   

Dr. Joyce Brothers, a licensed psychologist who passed away on Monday, has been described by CNN as having “a reassuring and calming demeanor” that boosted her self-titled local talk show to syndication in the 1960s.

Dr. Brothers’ affable personality and willingness to talk about taboo subjects such as marriage, relationships, and families made her a household name for decades. Remember, this was a time when married couples on TV were sleeping in separate beds. The word ‘pregnant’ wasn’t uttered on television, either. 

According to NBC News, “Her television show would soon make her a pop culture fixture. She made nearly 100 appearances on Johnny Carson’s The Tonight Show. Her frequent public appearances propelled her to become one of the most admired women in America, appearing on Gallup’s list of most admired American women.”

Here are five insights on communication and media from Dr. Joyce Brothers:

  1. “There is such a thing as bad publicity.”
  2. “Listening, not imitation, may be the sincerest form of flattery.”
  3. “If Shakespeare had to go on an author tour to promote Romeo and Juliet, he never would have written Macbeth.”
  4. “Anger repressed can poison a relationship as surely as the cruelest words.”
  5. “I invented media psychology. I was the first. The founding mother.” (1989)

Years ago, not everyone jumped on the media psychologist bandwagon.

“Dispensing advice on public airwaves didn’t please all of her colleagues,” reports CNN. “Some members of the American Psychological Association asked early in her media career that her membership be revoked because they didn’t think dispensing advice outside a one-on-one setting was appropriate.” However, the APA’s website says that media psychology became part of the organization’s structure in 1986.

Admittedly, I’m a bit troubled thinking that this wonderful talent paved the way for today’s sensationalist personalities like Dr. Phil and Dr. Drew Pinsky. 

But as we recall Dr. Brothers’ intelligence and accomplishments, we also note that she was fun. In the 1950s, Dr. Brothers was a TV game show contestant, winning more than $134,000 in prize money.  She made several cameo appearances in movies, including a parody in The Naked Gun. On the small screen, she was featured on Happy Days, The Simpsons, and Entourage.

Rest in peace, Dr. Joyce Brothers. You were a gifted media pioneer with talents that stretched across print, radio, television, and movies.

 

(Image via)

Filed Under: Communication, Interpersonal Relationships, Interviews, media, News, Television, Women Tagged With: , , , , , , , , , , , , , , , , , , , , , , ,

10 communication things every entrepreneur must know

by at 8:16 pm 1 Comment

guitar in bar in CCIt’s been 4,745 days of being self-employed.  In April, 2001, I started my PR and communications company.   

A few years ago, my accountant, who is also self-employed, shared his definition of an entrepreneur:

“I am a self-employed individual working for a lunatic.”

As I mark this proud milestone, I have taken time to reflect on the entrepreneurial roller coaster I have ridden.

Here are 10 communication tactics every small business owner must know:

1. You must know how to sell. Too many people decide to hang their shingle out only to learn they don’t know bubkus about sales. Entrepreneurs must be diligent at developing the self-confidence, attitude,   discipline, and perseverance to ask people to hand over their hard-earned money.

 2. You must live the ‘publish or perish’ mentality. In my pre-blogging days, I wrote bylined articles for trade publications and membership newsletters. Early on, I landed a spot as a columnist for the Princeton (NJ) Business Journal. I generated content and built my credibility. My volunteer gig lasted more than two years, and ended when the paper merged with another publication.   

 3. You must be willing to speak in public. You were brave enough to launch a small business. There’s no time for being shy or nervous. Partner with a networking group to be the guest expert at a meeting, conference, or webinar. You’ll be front and center with dozens of potential prospects interested in your topic. Beats cold-calling.  

 4. You must be able to validate others.  Validation is an acknowledgement that the other person (your prospect or client) is being heard. Validation is proof that you are listening. For example:  “I can imagine that the loss of your vendor has been difficult.”  

 5. You must know how to ask for what you need.  No one expects you to know everything. That’s why there are contact lists, databases, and rolodexes filled with names of people who can provide products and services to you. Get rid of this self-induced pressure and be willing to speak up. Asking for help is a sign of a true leader.

 6. You must be able to identify your ideal customers. This is accomplished by self-communication. Ask yourself: Who do I enjoy working with? What niche am I passionate about? Who needs my expertise? Do these people have the budget or resources to pay me?

 7. You must have thick skin. People can be awfully mean. They say crap that’s not helpful or positive. Entrepreneurs are so fully vested in their own businesses that it’s hard not to take things personally. Don’t take the BS to heart.

8. You must communicate patience when educating people. Clients do business with you because you offer a valuable product or service that they want or need.  You, on the other hand, are entrenched in your niche or business and will have to slow down to educate those who don’t know all the ins and outs like you do.

 9. You must develop charisma. Charisma is that special charm or personality trait that draws people to you. Self-confidence, along with a friendly and easy demeanor, will take you a long way in business.

 10. You must be willing to reinvent yourself. Chances are you are planning to be self-employed for a long time. Businesses and people change. It’s a given. How can you effectively communicate changes in your messages and direction, without alienating people?

Cheers to the brave small business owners around the world! What have you learned along the journey?

Filed Under: Business, Communication, customer service, Marketing, Public Relations, sales, Success Tagged With: , , , , , , , , , , , , , , , , , , , , ,

7 communication gems from the Iron Lady, Margaret Thatcher

by at 5:31 pm Leave a Comment

Margaret ThatcherLong before the Iron Chef was the buzz, the world had the Iron Lady, Margaret Thatcher.

The first woman to serve as prime minister of Great Britain passed away today after suffering a stroke.

Margaret Thatcher is being remembered around the world as a pioneer for women and politics. Some have called Lady Thatcher divisive and influential, noting her communication style and leadership. 

The Guardian, a London Daily, described the 87-year-old as “the most dominant British prime minister since Winston Churchill in 1940 and a global champion of the late 20th century free market economic revival.” 

Thatcher, a conservative and close ally of President Ronald Reagan, served from 1979 until 1990. She was the longest-serving prime minister of the postwar era.

Here are seven quotes that capture the essence of Mrs. Thatcher’s philosophy, values, and communication.  

1. “Of course, it is the same old story. Truth usually is the same old story.”

2. “In politics if you want anything said, ask a man. If you want anything done, ask a woman.” 

3. “You don’t tell deliberate lies, but sometimes you have to be evasive.”

4. “If you just set out to be liked, you would be prepared to compromise on anything at any time and you would achieve nothing.”  — May 3, 1989, commenting on her 10th anniversary as prime minister.

5. “To those waiting with bated breath for that favourite media catchphrase, the U-turn, I have only one thing to say: You turn if you want to. The lady’s not for turning.”  —At a Conservative Party conference, 1980

6. “I don’t mind how much my minister’s talk, as long as they do what I say.”

7. “Any woman who understands the problems of running a home will be nearer to understanding the problems of running a country.” —1979

Finally, actress Meryl Steep who portrayed Margaret Thatcher in the Oscar-winning movie, The Iron Lady, said today: “She was a figure of awe for her personal strength and grit.”

 (Image via)

Filed Under: Interviews, Leadership, Margaret Thatcher, Politics, Women Tagged With: , , , , , , , , , , , , , , , , , ,

8 classic quotes from New York Mayor Ed Koch

by at 3:54 pm Leave a Comment

kochThe beloved former Mayor of New York City, Ed Koch passed away early today.

He may be gone, but he leaves behind a trove of sound bites and quotes for us to enjoy. 

Koch was a three-term mayor in New York (1978-1989), a time defined by near financial ruin, government corruption, and AIDS. He was an author and activist. He even appeared on The People’s Court.

A man who often asked people, ”How’m I doin’?,”  Koch has been described as acid-tongued, feisty, and pretentious. He was an iconic New Yorker. 

I remember Ed Koch’s press conferences and interviews being laced with ‘ah’s’ and ‘ums’. These are the cardinal sins of Toastmasters and professional speakers.

But for Ed Koch, his vocal habits weren’t sinful. They defined him as being real. Mayor Koch spoke his mind. There was nothing tricky about him. Koch’s press conferences showed him without a jacket, sporting a wrinkled shirt, and rolled-up sleeves. Watch out.

Maybe you followed him on Twitter @Mayoredkoch

Here are some classics to shed light on how Mayor Koch communicated and lived:  

1. “I know many writers who first dictate passages, then polish what they have dictated. I speak, then I polish. Occasionally I do windows.”

 2. “You punch me, I punch back. I do not believe it’s good for one’s self-respect to be a punching bag.”

3. “Tone can be as important as text.”

4. His advice to young people: “Enjoy what you’re doing or don’t do it. That doesn’t mean it isn’t difficult or won’t challenge you, but if you are involved in something that’s causing you to say, ‘Why am I doing this?’ then you’re in the wrong business.”

5. The Mayor, who had never married, was asked by reporters about his sexuality. His response: ”My answer to questions on this subject is simply, ‘F— off.’ There have to be some private matters left.”

6. Koch’s spokesman George Arzt remembered Hizzoner’s sense of humor. “I got into the car and said I couldn’t believe how a kid who grew up in Williamsburg was now sitting next to the mayor. Then the mayor said: “Oh shut, up. Everybody comes from somewhere.”

7. In one of his last interviews, Koch told Vanity Fair Magazine: “At age 88, I wake up every morning and say to myself, ‘Well, I’m still in New York. Thank you, God.’”  

8. In 1983, Mayor Koch bought a burial plot at the Trinity Church Cemetery. It was the only cemetery in Manhattan that still had space. Koch, who was Jewish, told the Associated Press: ”I don’t want to leave Manhattan, even when I’m gone. This is my home. The thought of having to go to New Jersey was so distressing to me.” Soon after he purchased the burial plot, Mayor Koch had an engraved marker placed at the site. It has the last words of slain journalist Daniel Pearl: ”"My father is Jewish, my mother is Jewish, I am Jewish.”

 Rest in peace, Mayor Koch. 

(Image via)

Filed Under: Communication, Interpersonal Relationships, Leadership, media, Self-Confidence Tagged With: , , , , , , , , , , , , , , , , , , ,

The business of improving leadership and communication

by at 3:30 pm 4 Comments

WallyHow horrified were you these past few weeks as members of Congress huddled in cliques to avoid their self-imposed ‘fiscal cliff’? 

One thing I noticed about our elected officials: No one was wearing a shirt that states, “Plays nice with others.”

That’s because they don’t play nice. Their communication skills, manners, leadership, and basic common sense stand to be scrutinized. A frustrated electorate watched in disgust as our busy and ineffective representatives who have taken an oath of serving the public managed to give themselves pay raises. The days were passing, the media pundits were yapping, the fiscal cliff was looming, and suddenly all the clocks on Capitol Hill had stopped.

Where was the trainer who was supposed to provide a presentation on time management? Didn’t Congress get the memo? How could such an important issue have been pushed off to the last few hours of 2012?   

This is not about political parties. This post is about the core of communication and leadership. It’s about a political system that needs to be run like a business.   

The definition of scary

Existing in the imaginary world of the Beltway has clearly taken a toll on the players and processes. There are many politicians who have had brilliant business experiences outside of DC. Until our government can begin to operate like a business, and not an inefficient, bloated bureaucracy stuffed with people masquerading as leaders, the American people are screwed.  Are these public servants really serving us? Or are they too caught up in their own egos, power struggles, and hidden agendas? 

Could a business treat its customers like this and be successful? No way.

Back to basics

I’ve been writing extensively about interpersonal communication and leadership. My new book, The Badass Book of Social Media and Business Communication offers numerous sections that can serve as a primer for our politicians.

Let’s look at a few key areas in which our representatives, including President Obama, have failed miserably. And let us understand that if our elected officials pulled any of this nonsense in private business, they would be unemployed.  If the government could get out of its own way and operate on basic business values, we would all be better off.

Interpersonal skills: Getting stuck in problems is not an option. Strong leaders envision positive and amicable outcomes before the negotiations begin. They are adept at finding similarities instead of focusing on differences. They are masters at conflict resolution.

Time management: True leaders plan their work and don’t scramble at the 11th hour to reach an agreement or resolve an important issue. Cramming may work for college students but has no place in business. Leaders also don’t get backed into a corner of “we’re on holiday break.” They understand the importance of the task at hand and work until it’s completed. No exceptions. No excuses. I have to believe Congress and President Obama knew that Christmas and New Year’s were on the calendar.   

Communicating with empathy:  The Arbinger Institute is a global business leadership and training company. They describe people with poor communication skills as “in the box.” These folks are isolated and treat others as objects, not as human beings with feelings and emotions. Leaders who are “inside the box” behave as if they are better than others. They lack emotional intelligence.

When people are “outside the box”, they show compassion and care for their fellow humans. If two people in a conversation are both “in the box”, there’s little room for progress, negotiation, and positive outcomes. The following example in Arbinger’s Leadership and Self-Deception will resonate with you:  

You’re sitting on a crowded bus and the seat next to you is empty. Do you put your bag on it and hide behind your newspaper hoping no one will squeeze in? We’ve all been on both sides of this situation—the one who is seated and “in the box”, and the stressed passenger desperately searching for a place to sit down. If the seated passenger was “out the box”, he would make eye contact and smile at someone, silently sending a welcome signal to take the open seat.

The 113th Congressional session is underway.  “Business as usual” on Capitol Hill is a frightening thought.

 

Filed Under: Business, Communication, Leadership, rapport Tagged With: , , , , , , , , , , , , , ,

4 success attributes for today’s workplace

by at 9:26 pm 3 Comments

As quickly as our world is changing, many things remain the same. Yes, TV has morphed into tablets and small screens. Telephones are now for texting. Networking is all about LinkedIn. 

But many of our everyday business activities are timeless. Technology may come into play, but it can’t replace the human factor of collaboration, confidence, caring, and checking.    

Collaboration: “When it comes to collaboration, people are your best resource.” That’s according to CNBC.com’s Donny Deutsch.  He says collaboration trumps competition in our new business landscape. Deutsch explains that it takes courage to move from the self-serving, “What’s in it for me?” mentality to a shared sense of purpose, or ‘we’ mentality.  Another important aspect of collaboration is trust, which Deutsch maintains brings about a framework for free thinking. These days, open dialogues that invite diversity trump top-down directives.    

Confidence: Today’s employees and managers alike must exude confidence in their organizations, work ethic, talents, and decisions. They must believe in themselves. Not too much pressure, right? First-class leaders understand the fine line between confidence and arrogance. Somewhere in the middle lies humility. These are timeless human attributes that technology can’t touch. And rightfully so.    

Caring: Real professionals know that a sense of compassion is needed when interacting with others. If you haven’t learned about Emotional Intelligence and how to get along with others, it’s time to get started. A study from U.S. News & World Report found that 90 percent of people are fired because of poor attitudes. Only 10 percent lose their jobs due to lack of skill or ability. 

Checking: This is not about direct deposits and bank routing numbers. This is about checking and verifying sources when writing blog posts and reports. It’s about checking in with co-workers who may be having a rough time. It’s about checking opportunities to learn new skills and technology. The most important checking you will likely do:  Checking your attitude.

Henry Ford said, “Coming together is a beginning. Keeping together is progress. Working together is success.”

The original version of this post was published on Monster.com 

Filed Under: Business, Communication, Interpersonal Relationships, rapport, Technology Tagged With: , , , , , , , , ,

Do you know the 1 class needed for success?

by at 7:02 pm 2 Comments

Schools here in San Antonio, Texas are out for the summer, and once again, I can’t locate any school in any town or city that teaches the one lesson that all children need for success. The Class of 2012 at my niece’s high school graduation this week danced around the topic a bit, but no one actually said it. Yes, the students have been congratulated for memorizing and regurgitating information from textbooks. They have managed to pass numerous standardized tests. Many will soon head to college.    

The one class that is missing from every single school curriculum in the nation is a class on self-love. Hard-core business leaders and educators at Stanford, Wharton, and MIT are probably cringing. But many have learned — independently — that this is indeed the secret to success.

Learning how to truly love and accept ourselves, unconditionally, would forever alter our paths. It would rescue students from listening to that unforgiving, relentless, doubt-filled soundtrack in their heads that they are not good enough, smart, enough, attractive enough, funny enough…on and on. It’s the poisonous soundtrack that stays with so many of us for a lifetime. It gnaws away at the root of our emotions, hearts, and desires.

 The Loaded Question

Four years ago, my family was turned upside down with a crisis of immense and deep proportions. Ironically, much of it centers on communication. Not too humbling for me, the communicator. At a residential treatment program far away from Texas, I joined one of my children in a support group on self-esteem. Twenty other parents and their kids were participating as well.

The facilitator asked the parents, “How have you taught your children positive ways of looking at themselves?”

Dead silence.

Then I asked the loaded question: “How can we teach our kids something that we ourselves never learned?”

One teenage girl ran from the room in tears. Some parents wept quietly. 

Funky Ears and Freckles

Imagine how different our lives would be if we broke free of negative communication and self-talk. What would your life be like if you had taken a class in elementary school on how to unequivocally love yourself? Maybe our kids could skip a few science or reading sessions and find out how to unconditionally accept themselves, exactly the way they are.  The blemishes, funky ears, freckles, bony knees and all. When we’re uncertain of our talents and gifts — uncomfortable in our own skin — mediocrity consumes our lives.

When grown-ups learn to silence our own inner critics and judgments that steal our joy, then we can teach the next generation the secret sauce.

Filed Under: Communication, Interpersonal Relationships, Self-Confidence, Success Tagged With: , , , ,

How effective are your interpersonal communication skills?

by at 10:25 pm 13 Comments

DSC05661Many of us—especially women who tend to nurture and over extend ourselves—are often reminded, “Take care of yourself.”

As an entrepreneur with a husband, two teenagers and a golden retriever named Wally, I have found that simple requests allow me to take better care of myself. Some call it self protection. You may call it setting boundaries. And yes, sometimes it involves a spur of the moment visit to the spa or mall.

At work, these simple requests may be asking my Virtual Assistant to handle a task that I can do but don’t enjoy. At home, I sometimes tell my 17-year-old daughter Stephanie that I don’t want to turn on a movie at 11:30 PM; I’m going to sleep (where was she at 7 PM?!!). Do these scenarios sound remotely familiar?

Making simple requests in our communication is harder than it sounds. But it’s critical if you want to take care of yourself and get along with others. Making simple requests means we use assertive communication and clarity.  Here are a few examples you can apply in your own relationships. Notice the absence of emotional language.

A brief request is an observation that doesn’t typically require justification. You may explain a problem like this:

  • “It’s hot in here.”
  • “These seem a little loose.”
  • “It’s a long way to walk.”

 

A softening statement allows you to be reasonable and polite instead of over demanding and pushy. These soft openers are less likely to be met with a defensive attitude or resistance. Consider these:

  • “Would you mind if…”
  • “It would be helpful if you could…”
  • “I’d appreciate it if you would…”
  • “Could I have…” (smiling of course)
  • “Hi, I was wondering if…”

 

The appreciation statement will help guide the other person to a mindset of “yes.”  Try these:

  • “This will really help me out.”
  • “Thanks for your effort with this.”
  • “This will make a real difference.”
  • “This is much appreciated.”

 

Let’s put these together. If you’re on a crowded city bus you may say, “It’s a bit tight here. Could you please move your bag off the seat to make some room? I’d really appreciate it.”

In a restaurant, consider this: ”The sun’s really bright today. Would you mind lowering the shade a little? Thanks so much.”

These tools allow you to express exactly what you would like done while still being kind and having your needs met. The key is to remember that your tone of voice and eye contact/body language must match your words. You have to be congruent. These skills will all be for naught if you use a harsh tone of voice accompanied by a sharp, icy stare.

In the end, this style of communication—of taking care of yourself—will help improve your quality of life.  Less stress and a calm demeanor. Works for me.

Filed Under: Business, Communication, Interpersonal Relationships, rapport, Self-Confidence, Success, Women Tagged With: , , , , , , ,

10 Listening Blocks to Effective Communication

by at 12:50 pm 13 Comments

building blocks bl and whiteI’ve been studying a cutting-edge communication and conflict resolution model called Dialectical Behavioral Therapy. DBT addresses communication and listening skills, mindfulness, rapport, and Emotional Intelligence (compassion, empathy, and assertive communication). In a book titled Dialectical Behavioral Therapy Skills Workbook, the authors identify 10 ways that people sabotage their effective listening abilities.

Do these listening blocks sound familiar?

  1. Mind reading. Assuming you know what the other person feels and thinks without asking.
  2. Rehearsing. Planning what you want to say next and missing what’s being said now.
  3. Filtering. Listening only to things that are relevant to you and ignoring the rest (even if it’s important to the other person).
  4. Judging. Evaluating the other person and what they say rather than really trying to understand how they see the world.
  5. Daydreaming. Getting caught in memories or fantasies while someone is talking to you.
  6. Advising. Looking for suggestions and solutions instead of listening and understanding.
  7. Sparring. Invalidating the other person by arguing and debating.
  8. Being right. Resisting or ignoring any communication that suggests you are wrong or should change.
  9. Derailing. Flat out changing the subject as soon as you hear anything that bothers or threatens you.
  10. Placating. Agreeing too quickly (“I know …you’re right…I’m sorry”) without really listening to the other person’s feelings or concerns.

Guilty??? Not to worry. Being aware of your own habits and these 10 blocks can help improve your listening skills. To me, the best gift you can give someone is the gift of your attention.

 

(Photo Credit: Tourist on Earth)

Filed Under: Business, Communication, Interpersonal Relationships, rapport, Success Tagged With: , , , , , , ,

Bridging Communication Gaps: 20 Ways to Improve Your Interpersonal Relationships

by at 8:52 pm 18 Comments

Mind the gap“Play nice!”  Every person over the age of 18 has either heard this shriek from their parents or spewed these words to their own little ones.

Sometimes business professionals need a polite reminder to “play nice.” Meetings, projects, challenging work environments, personality clashes, generational gaps, and shrinking budgets, (throw in personal stress, too)  can wreak havoc on our communication skills and interpersonal relationships.

I want to share 20 tips with you to ease communication strife and help people function more effectively.

1.  Give someone a break. You may not agree with them, but you can consider that “other things” may be going on in their world that you are not aware of.

2. Avoid looking at a disagreement or gap with the mindset that there will be a winner and a loser. Instead focus on what both parties want and how you can achieve a positive outcome for everyone involved. This is called a compromise.

3. Leave your ego at the door. When you can navigate issues and challenges at work without taking things personally, everyone benefits.

4. Be open to other opinions. This may come as a shock, but you don’t know everything. Neither do I. Listen without judgment. Be open to new ideas, perspectives, insights and information.

5. Choose your words carefully. Whether you’re in a meeting or sending a group email, communicate with words and opinions that you will not be ashamed of in an hour or a week. Hasty communication can spell trouble.

6. Look for similarities. Don’t focus on what is dividing you. Instead work to find common ground that will bring people together.

7.  Ask good questions. The core reason for the conflict may be buried. You will only get to the the heart of the matter and be able to work through it if you can politely uncover the root of the issue. Avoid interrogating and go for curious.

8. Forget about raising your voice. The only time you should yell is if the building is on fire. If someone else raises their voice, lower yours. It’s a powerful communication tool that can ease tension.

9.  Slow down the conversation. This will enable you to digest what is being discussed without having to rush to answer or possibly misspeak.

10. Work with the facts. Don’t make assumptions.

11. Begin sentences with the word “I.”  When you start a sentence with the  word “You”, people automatically become defensive.

12. Admit when you are wrong. Own up to your mistake, apologize, and move on. This is what adults do.

13. Avoid emotional words such as “believe” and “love” when describing your position or opinion. This is business, not a soap opera. Ladies: there are scary statistics on women who choke up or cry in the  office. Bring the drama to the restroom and recover in private. For everyone’s sake.

14. Agree to take a break if necessary. If you seem to be at a stalemate (it’s great if you can agree you are stuck!), suggest a 5 minute break to get fresh air, and then resume your discussion. One note: Be sure to get back to your conversation in a timely manner. Postponing it won’t close the gap.

15.  Try not to interrupt. Allow people to finish their thoughts and sentences. You’ll get your turn. One voice at a time.

16. Smile. The expression you wear on your face can be more powerful than your words.

17. Cut to the chase. Ask the loaded question, ”What is the the outcome you’re looking for?”  Be sure to listen to the response.

18. Show compassion. Empathy, congeniality, and thoughtfulness (Emotional Intelligence) are critical life skills.  

19.  Pay attention to verbal cues and clues. We communicate through our senses or modalities. People are generally visual, auditory, or kinesthetic communicators. If the other person is visual (says things like “I’m not looking at it that way”), and you respond in an auditory modality with, “”That doesn’t sound right”, you are speaking different languages.  Once you communicate in the same modality, you’ll be able to build rapport.

20. Listen first, then respond. Don’t be distracted thinking about your answer while the other person is speaking. Be courteous and hear them out. Then take a moment to gather your thoughts and respond.

The key is to focus on a solution that’s best for your company.


(Photo Credit: Fray_Bentos91)

Filed Under: Business, Communication, Interpersonal Relationships, rapport Tagged With: , , , ,
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