change vs familiarity

Survival is not the strongest human instinct. Do you know what it is? It’s familiarity. This is why change is so difficult, both for individuals as well as for organizations. It seems that people are naturally resistant to change. When we are in a comfortable place, when we figure out a way to do something […]

A Little Known Trick to Master Active Listening


You’re having a conversation with someone – a business colleague, customer, or friend. You listen to what he is saying, but then he says something that doesn’t make sense to you. You try to remember it so that you can question it as soon as he finishes talking. As your mind works to formulate your […]

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Anger Lowers Productivity – Tips for Anger Management (Part 2)

Anger Management

In Part 1 of this post I talked about the effect that being in the state of anger has on the body. Ultimately, the result is lack of focus and decreased productivity. In this concluding post I give you two tips for managing and avoiding anger. When you feel that you are becoming angry, the […]

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Anger Lowers Productivity – Tips for Anger Management (Part 1)


Do coworkers, customers, or situations at work make you angry? Do they make you angry often? If so, you need to read on. Did you know that when in a state of anger, our abilities to concentrate, focus, create, innovate, and make rational decisions are significantly reduced? Also, did you know that if not managed, […]

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Customer Service Can Sabotage Your Business – Without You Knowing

Poor Customer Serivce

One recent morning I went to my local grocery store to pick up some things. The store had just opened, and the background music was loud 70s and 80s hard rock – not ideal for grocery shopping first thing in the morning. The music created an atmosphere of anxiousness rather than an inviting mood to […]

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Two Tips for Establishing Rapport with Email

Rapport through email

One of the skills I teach my clients is how to establish rapport within a couple of minutes of meeting someone. This is most successful when done in person, because we then have the most resources at our disposal, such as body language, tone of voice, and of course how and what we say. What […]

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Reframing Your Fears in Sales

Fear of Cold Calling

Many people involved in sales often feel uncomfortable or even fearful of a particular step in the sales process. Have you ever thought to yourself, or heard someone say “I’m not a good cold caller,” or “I’m a bad closer,” or “I lack self-confidence”? The first thing to notice about the previous three statements, as […]

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Easy Way to Reduce Disappointments and Manage Expectations

managing expectations

Most of us have experienced leaving a sales call, meeting, or negotiation with a client feeling that our expectations haven’t been met, or worse, that we haven’t satisfied our client’s expectations. This usually results in disappointment. Disappointment is a negative feeling, and negative feelings are detrimental to good decision making, sound judgement, and successful planning. […]

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Be Careful Using this Technique When Building Rapport

Mirroring unconsciously

As part of the sales coaching work I was starting with a young sales representative, I joined him on a sales call to listen to and observe him. We waited in the reception area, and then were invited into the prospect’s office. The prospect was the Chief Technology Officer (CTO) and a decision maker. So […]

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How is Goal Setting like Flying a Jumbo Jet?

Goal Achievement

Whether you are setting business or personal goals, people often focus on how they will reach or achieve them, usually neglecting to fully define the goals themselves. Typically the result is failure to achieve the goals. Here’s how you can change that. Consider a jumbo jet taking off for a trans-oceanic flight. In order to […]

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Throw Away Your Sales Training Books

Sales Process

I saw some articles about the end of B2B solution selling as most people in sales know it. The focus, these articles claim, is no longer on helping clients define the problem and offering a solution to solve it. Naturally a bunch of sales people chimed in to complain how untrue this is. It’s untrue […]

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A Story Is Worth a Thousand Facts

A Story is Worth a Thousand Facts

When was the last time you were overwhelmed by emotions when reading a specifications sheet? If you have, you probably won’t admit it to anyone you know. The vast majority of people who buy things do so on emotion, and cold facts and figures simply do not evoke much emotion. In fact, they’re pretty boring […]

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How to Make More Good Decisions


When faced with an important decision, people usually conduct research and consider different points of view, then decide on what feels right based on what they have discovered. Notice though that you don’t decide what’s right based solely on research information, statistics, or even the opinion of others, but rather on how these things subjectively […]

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Handling Objections with Your But

Recently I was talking with a friend about someone we know. At one pint this is what she said excitedly: “She looks really good but she’s almost retired!” Ask yourself where your mind’s attention goes when reading her statement. Now consider the same statement, phrased like this: “She’s almost retired, but she looks really good!” […]

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How to Better Match Your Sales Message to Your Prospects’ Problems

Don't tell, ask questions

When introducing themselves to prospects, many small business people, entrepreneurs, and consultants tell them about the benefits that their products or services bring, or the value the prospects will get from them. This is a risky approach because it can drive away the prospect. Instead of becoming interested, the prospect can become bored because the […]

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