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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