Author, Educator and now semi-retired from my work in government, and in customer service training, in addition to having trained teachers and college instructors at various institutions.
Dumbed Down Advice From Dumb Customer Service Experts
You’d think it would be easy to determine what customers want. Just ask them. Or, watch them behave. There aren’t any other options. If businesses could get actionable and accurate information this simply, we’d have much better customer service, and companies would get a better return of investment. It is WAY more complicated. In this chapter we’re going to look some of the fundamental problems in the quest for understanding customers, and in particular, how we end up creating over-simplified and over-generalized descriptions of what customers do and how they make decision.
Teachers & Principals: How To Handle Threats From Parents
School staff are often on the receiving end of threat from parents and community members. There are two kinds of common threats that need to be handled differently. First there are threats of violence towards the school staff, or students. Threats of violence, depending on your jurisdiction, can be illegal, and since you can never know which ones are serious and which ones are simply meant to intimidate, all threats of violence need to be reported to the proper authorities in your school.
Teachers Are From Pluto, Parents From Mercury, and It's The Children Who Suffer
With the beginning of the school year, the "war" between parents and teachers begins anew. Both parents and teachers have the same ultimate goal: To provide the best education possible to students going to schools, which is a good thing, but there's a stark difference between the roles and responsibilities of each. Truly parents and teachers often seem to be from planets at different ends of the solar system when it comes to HOW to reach their shared goal.
Ten Must-Read Principles To Guide Your Communication In Relationships
There are a few different kinds of conflict. First, and most obvious, is disagreement about an issue or situation -- substantive conflict. The second, and in fact more common in marriages and relationships is conflict around what is said, and how it's said. There are ways to be a peaceful communicator so that toxic communication gets reduced while at the same time enhancing closeness.
The Fundamental Flaw That Afflicts ALL Technology and E-Learning Strategies
One of the advantage of getting older is that one starts to see patterns reappearing over decades, and that's no less the case with the use of technology (or e-learning whatever that's supposed to mean) to teaching and training.
Evaluating Online Credibility - Who Do You Believe About Social Media?
Q: You've been a harsh, sometimes abrasive critic of what you've called poor and misleading information about social media, customer service, and e-learning. It sounds like you don't believe anyone, particularly those that post on social media platforms. So, who DO you give credence to?
Listen Up! Real Listening and How To Practice It
Most of us think we're really good at listening (and conveying to the other person that we are listening), but we tend to over-estimate our skills in communication. In this article we'll look at how to go about improving your listening skills and we'll include some aspects of attention focusing, and some practice exercises where you can work on improving your listening on your own.
Finding and Choosing a Therapist Who Works for You
Learn how to look for a good therapist. profit from your interactions with a therapist PLUS some warning signs about therapy that's "gone wrong".