Talk Ain't Cheap

     I once coached a front office person on the importance of customer service excellence.  She was the greeter of new and established clients when they walked through the front door.  Bottom line, she was not suited for that portion of the job.  Though she was organized, diligent, detail-oriented, and punctual, she lacked skills on the people side of her job.  She struggled with making clients feel warm and welcome in the business.  Her phone skills were also lacking because the tone of her voice, though calm, was not pleasant.  I talked to her about the simple act of smiling.  Of course it shows up on the face, but it's also heard in the voice.  With a blank look and absolutely no inflection in her voice, she said, "But I am smiling."  Insert emoji with the surprised look here.      I thought she was joking at first, but she was serious--about smiling.  One of her greatest challenges was that of...

     This past week we've heard revelations of some pretty harsh language being used in reference to people of other countries not being allowed into this country.  That language apparently came from the top leader of the most powerful country in the world.  Whether true or not is unclear.  Some in the meeting where it allegedly occurred say they heard the comments clearly.  Others say they don't recall hearing them.  Some refused to comment.  And the accused--the President of the United States--denies it.  Regardless, people were hurt when the claims were made.  People from those countries were distressed upon hearing them, some even brought to tears.  The rejection and denigration cut like a hacksaw.  Many from our own country were appalled and angry.      Recognizing how words impact others calls for the use of emotional intelligence.  This means being smart and intuitive about other people's fe...

     If you stayed up late last night to experience the end of the big College National Championship game, you saw a nail biter and a fantastic finish.  For those of us who didn't have a team in the fight, it was pure entertainment.  But for the Georgia students who fought in that battle and lost, it was a bitter pill to swallow.  They likely woke up this morning feeling like they were having a hangover.        Any sports fanatic will tell you that a loss to the team is also a loss for them personally.  They feel similar (not necessarily the same) pain as the players even though they haven't stepped a foot out, in or on the field, court, track or pool.  It stings pretty badly.  Even though Alabama won this time, they know all too well what it feels like since they experienced the same defeat last year against Clemson.      So how do you get  past the pain?  What can you say to assuage thos...