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Why, Oh Why, Do Projects Fail?
Give Positive Feedback Before Negative? Maybe Not
Reaching a Shared Understanding
Nasty Knuckleheads? Not!
Eye Contact and You Contact
When It Might Be OK to Read Your Slides
Taming the Turbulence of Change
Doyouspeaktoofast? (Do You Speak Too Fast)
Is This a Good Survey? Yes ( ) No ( )
Uncertainty about Uncertainty
Outside-the-Box Thinking? Maybe Not.
How to Cope with Troublesome People
To Whom It May Concern: Thank You
How Customers Describe Negative Experiences
Before You Create Your Next Presentation
An Obvious Bug or a Deliberate Strategy?
Apologies, or How to Make 1 + 1 = 0
Reflections on a Moment of Conflict
Behavior Unbecoming of a Leader
What Time Was the Knock at the Door?
Understanding Loss: A Key to Managing Change
An Energizing Workshop Ice Breaker
How to Lose a Customer
Are You an Average of 5’8” Tall?
How to Manage the Hurly-Burly Hubbub of Change
Why Some People Breeze Through Change Effortlessly
Are You Ever Blind to the Obvious?
What I Said vs What They Heard
Burning With Excuses
A One-of-a-Kind Misinterpretation
A Great Workshop Ice Breaker
Verbal Clutter and Inverted Rectangles
When Is a Response Not a Response?
Start Late, and Other Tips for Miserable Meetings
How to Make People Feel (Un)Welcome
Chatterboxes and Cave Dwellers
How to Lose a Sale
How to Create the Perception of Urgency
Dealing with Troublesome People
The Potential Pitfall of Ratings
Boring Triggers Snoring
Lessons from a Loudmouth
How to Resolve Disputes So Everyone Wins
Productivity Through Procrastination
Four Frequent Feedback-Gathering Flaws
Warning: No News is Not Always Good News
The Power of a Compliment
Get Your "But" Out of Here
How to Annoy an Audience
How Not to Communicate Critical Information
On Being Absolutely Certain-and Wrong
How to Strengthen Relationships
The CIO as a (Really Bad) Role Model
Why Recognition Programs Don't Work
The Art of Keeping Customers in the Dark
When Is Communication Not Really Communication?
How Introverts and Extroverts Perceive Each Other
The Risk of Embellishment
Customer Service Speed Traps
An Unusual Question about Managing Change
Avoiding an FFFP Frame of Mind
Lose the Lag
The Black Hole
How Not to Offend Customers
How Talking Tames Tensions
The Challenge of Coping with Chaos
The Waiting and Waiting and Waiting Room
If You Claim to Care, Care!
Psychic-ology and the Art of Managing Expectations
I'm Waiting as Fast as I Can
LOUD and Clear
When Is a Team Player Not a Team Player?
My Name Is Hank and I'll Be Your Nuisance Tonight
Any Questions? Jabber Jabber
People-first Relationship Building
Saga of a Savvy Service Provider
ThankYouLess Thank You's
What Aspiring Speakers Want to Know
Would You Be So Kind?
One of a Hundred of a Kind
Fire Hydrant Lessons in Communication
I'm Right, I'm Right, I'm Right! (And You're Not)
Managing Your Anger Management
A Customer Service Win-Win
We Have Revised Our Gibberish to Serve You Better
Timing Matters in Managing Change
Brand Names, Peanut Butter, Beer, and You
Are you set in your ways?
The Power of a Thank You
What Organizations Can Learn (Not to Do) from Six-year-olds
Certainty About Uncertainty
Are You an Average of 5'10" tall???
Crash Course in Proficient Presenting
Lessons from the Presidential Airplane Photo Op Fiasco
A Wishful Prediction About Twitter
On Not Judging Books by Their Covers
Are You Listening?
Jumping to Conclusions
Receptiveness to Change
Opening the Door to Better Open Door Policies
The Art of Persuading Management
How to Quickly Build Trust
How to Be Persuasive
Reap the Rewards of Recognition
Reap the Rewards of Recognition
How Not to Create Customer Satisfaction
An Unplanned Experiment
Tackling Troubling Terminations
Developing Sales Savvy
Understanding Introversion and Extroversion
Say It . . . Don't Stew In It
Strengthening Your Speaking Savvy
What To Do When Anger Strikes
Changing How You Manage Change
A Mind-changing Exercise
Thinking Inside the Box
This Way, Mr. Roboto
What Is a Customer?
Was It Something I Said?
Through the Eyes of a Troubled Customer
Becoming an Information-Gathering Skeptic
Creating Team Norms
Always Assume Your Assumptions Are Wrong
Are You Lying to Your Customers?
Ten Ways to Guarantee Project Failure
Asking the Right Questions and Asking Them Right
Conducting a Temperature Reading
Perceptions & Realities Letter