This past year I have noticed how my vocabulary impacts my attitude. Words have power. They impact others, of course, but they can also have an impact on us. Here’s how.

Is there anything more frustrating than trying to accomplish a big goal with someone who’s negative, unimaginative, and defensive? Thankfully, it’s been a while since I’ve tried. But I’ve had my share in the past, and I can tell you that nothing will kill an organization’s productivity and vision like a can’t-do person. But if […]

Your know that your emotions have a tangible impact on your results. But what can you do when you find yourself in a funk? Here are three suggestions.

Questions are powerful tools. They can ignite hope and lead to new insights. They can also destroy hope and keep us struck in bad assumptions.

Perhaps you’ve noticed: customer service has deteriorated noticeably since the recession began. Fewer waiters in restaurants. Slower room service in hotels. Longer wait times for support. This is hardly surprising. With significant layoffs in almost every industry, fewer people are available to provide the level of service you have come to expect. Here are four strategies for responding to poor customer service.

Everything you say has an effect. Even the things you don’t say—your attitude, your facial expressions, and your body language. All. Have. An. Effect.