Being appropriate means being suitable, fitting, relevant, or proper in a situation. What may be appropriate in one circumstance can be terribly inappropriate in another. How does one discern? Sometim...
Being proactive and intentional will enable you to create a positive experience for yourself and others.
Active listening requires being fully present and engaged in the moment.
A Sign of Respect. As our world grows more casual, we observe a tendency for everyone to use first names rather than surnames. It is a pleasure meeting you, Mrs. Young, has a completely different conn...
When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.
While some may consider being friendly an appealing personality trait, I challenge you to see it as a valuable skill. In a world where we are continuously bombarded with negativity and anxiety is at a...
When I am working with groups of thirty or fewer people, there is a powerful name exercise that I do to break the ice, start with humor, and begin my program with positive energy. One by one, each per...
To Move from Woe to Wow with an Unhappy Customer. . . Thank the Customer!• Thank them for bringing his or her concerns to your attention. • Treat them with respect and empathy.• Avoid further inconven...
The Warm Welcome of Hospitality. Walt Disney World is the epitome of world-class customer service. Employees must be hyper-vigilant of spatial orientation to engage, impress, and interact with guests....
Sometimes we break people's trust accidentally. An infraction such as not returning a phone call, missing a deadline, being late for an appointment, divulging a confidence, or speaking out of turn can...
Smiling and Expressions of Emotion. A genuine smile is inviting, contagious, and encouraging. People do read a book by its cover and your expressions provide a glimpse for what they’ll find inside.
Since we are all unique and individual, being cognizant of different personality styles will help you better recognize where others are coming from to minimize barriers, build trust, and catapult your...
Most everyone has the classic question stamped on their forehead that asks, What’s in It for Me? It is not a matter of being self-centered, arrogant, or narcissistic; it is simply a natural and instin...
Many hospitality companies follow the 5 and 10 Rule, whereby when a customer is within ten feet of the employee, they should provide acknowledgement with eye contact and a genuine smile. When the cust...
Life rewards action. To get from where you are now to where you want to be requires forward movement and momentum. Although you may already know what it takes to bridge the gap, simply knowing what to...
Just be Nice. Nice—this little word has a big meaning. Use it generously. Being nice helps people feel emotionally safe, allowing for more authentic, trusting, and happy interactions.
In The Art of Connection, you will learn simple, yet powerful ways to build trust and rapport for connecting with ease. By being personable and friendly, you will receive more positive and welcoming r...
Identifying, developing, and connecting on these points of reference will provide you with a rich resource of information from which to engage in stimulating conversations and connect on meaningful le...
How do you know when to advance the conversation or when there's something still unresolved? When you are situationally aware, you watch the body language and notice the cues that are given to you. Li...
Have you ever paid notice to the full sound range of your voice? If you have ever been in a chorus or a singing group, you already know that they will separate the group based on each singer’s pitch a...