How long will you wait?

In eighteen years of working her way to Senior Vice President of a bank, Stacy avoided invitations to speak. Comfortable leading board meetings, committees and speaking to clients, Stacy stayed in her safe zone. Stand and speak in front of 500 people? No thanks. An invitation to speak at a large community event landed on her desk. Terrified and uncertain, …

How To Communicate Belonging

It’s Friday, Sept. 2nd, the end of the first week of school. I’ve been watching Rachel, my 7-year-old across the street neighbor get off the bus all week. But today is special. Jennifer, her mom is standing in the driveway holding balloons in her hand and looking in the direction of the approaching bus. Rachel steps off the bus, gets a hug …

Did He Just Yawn?

After 23 years teaching high school, I’m still not immune to disinterested and dissatisfied attendee’s expressions. As I begin a training for 15 company managers, Jerri’s expression says, “I don’t want to be here and I’m pissed that I am.” You’ve seen them, attending your meeting, speech or participating in your training: yawning, looking at their watch, checking text messages or slumped …

Be A Jerk? Or Be Human.

Today, after 6 decades of living in a home with a landline, I said good-bye to 828 658-1217. My Spectrum’s Customer Service experience was a blast – friendly conversation and laughter. Say, “customer service,” and you’ll see eyes rolling for good reason. You know these lines: “please hold,” and “let me connect you with the next customer service agent.” So, why …