Jeff Havens describes, in his backwards way, how to avoid absolute statements during your conflicts. The overwhelming majority of conflicts are the result of mutual miscommunication. When it comes to conflict resolution, very rarely is one side completely right and the other completely wrong.Details
When choosing your words for any marketing campaign, it’s a good idea to consider that things can be taken the wrong way – like they did when I came across a news story mentioning that Panera Bread would be only using ‘clean ingredients’ from now on.
If you’re a small business owner, then I’m sure some evil acquaintance of yours has told you that roughly half of all small businesses fail in their first five years. Perhaps he or she went farther and informed you that two-thirds of all small businesses fail within ten years. Perhaps he or she then went…Details
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HP has decided to split into two companies, partially because they’ve made some bad investments and decisions. Here’s my take on one of them.
Recently Kobe Bryant admitted that he was scared of retiring from professional basketball. I think he’ll end up being OK since he has enough money to buy a small country, and commissioning statues of yourself to display in village squares can keep you occupied for a while. But I’ll admit, if I were suddenly in…Details
Marriott hotels was recently fined $600K for blocking its guest’s wifi access. Jeff dissects this news story and offers up some customer service tips to the high-end hotel industry. Want more helpful and hilarious videos? Subscribe to my YouTube Channel!Details
So here’s a new one. A recent Business Insider article introduced us to Jesse Herzog, an aspiring fashion designer who has bequeathed to the world the Suitsy, a one-piece business suit. You read that right. It’s a business suit, and it’s all one piece, like really fancy pajamas. You slip into the Suitsy exactly like…Details
October 6-10 is National Customer Service Week, so I thought I’d write something about how to do it well. Why Qs? Because it’s a fun letter to write, and it gets so little attention on my keyboard. There it sits, lonely and desperate for love, way up there in the upper left where my pinky…Details
I make my living as a keynote speaker. I’m also just planned a wedding (Ok, let’s be real, I lovingly approved all of my wife’s fabulous choices), so I can say with some authority that I am way happier standing on the stage than I am trying to organize a major event. Did you know…Details
There are all kinds of jobs in the world. Some are fairly easy (pet psychologist comes to mind, as does standing on a street corner holding a giant “We Buy Gold” or “Our Pizza Is Crazy Cheap!” sign), and some are more difficult (like the White House press secretary, whose whole job is to say…Details
It’s my job to make “professional development education” an entertaining thing to think about. Most people thought it was impossible, but then they also told me it would be impossible to squeeze my 13-year-old self into my locker in 7th grade. I proved them wrong there (which also proved that I was an idiot and…Details
I’ve been to hundreds of corporate events and forgotten about most of them. So what makes a corporate event memorable? Watch this video for tips on how to make your event so memorable, your attendees will tell their grandchildren about it while they’re cruising in their hovercrafts of the future. Want more helpful and hilarious…Details