by Rebecca Morgan | Apr 4, 2010 | Management Training
How we live our lives builds up a store of goodwill from those with whom we interact. Or not. It depends on how our interactions leave the other feeling afterwards. I call this goodwill “deposits to the Bank of Grace.” Every time you do (or say) something...
by Rebecca Morgan | Mar 27, 2010 | Developing People, Management Training
After sitting in a particularly uncomfortable 3-day training full of manipulative techniques and antiquated presentation methodologies, I was prompted to create a list of these to share with my professional speaker/trainer colleagues. Even though you may not be an...
by Rebecca Morgan | Mar 24, 2010 | Customer Service, Management Training
I overheard a friend talking to a customer service rep on the phone. He briefly explained the problem he was experiencing and the rep responded. He went ballistic, raising his voice telling her that the solution she suggested was stupid and why. His voice got louder...
by Rebecca Morgan | Feb 18, 2010 | Developing People, Management Training
In the world of professional speaking, not ending when your client has told you to end is a big sin. Yet it is rampant among non-professionals. This is seen as a sign of arrogance. People feel it says that you think you are more important than the schedule the meeting...
by Rebecca Morgan | Dec 14, 2009 | Customer Service, Developing People, Management Training
Learning more than you Teach As 2009 comes to a close, if you’re like me, you review your year and note the highlights. One of the tremendous perks with being an international consultant and speaker is the opportunity to see very different worlds. My recent...
by Rebecca Morgan | Dec 9, 2009 | Customer Service, Management Training
I stood in line today watching two clerks helping customers. There were five people in front of me and ten behind me. The clerks seemed to have molasses in their veins. As they chit-chatted with the customers, I noted that normally I’d think they were being...
