Imagine two customer service agents, Bill and Megan, who sit on the far sides of a room containing about 200 of their peers.Bill struggles on every call to provide the best care possible, going out of...
Email is to process what the internet is to information and business -- Too Much!On any given day when I start work, I can look forward to my morning ritual of sifting through one or 500 email spams I...
The other day I was approached by someone who wants a Webinar speaker, and I am an experienced one, in addition to being a conventional platform type.But he wanted to pay less than my prevailing rate ...
I was exchanging correspondence with a fellow writer when he mentioned his interest in morphing from being an article contributor into becoming an e-book author and publisher.I want to share my take o...
A major benefit of being a full-time consultant is that you get a chance to learn an amazing amount from your clients. In a sense, this is a career where every day you're enjoying a continuing educati...
Whatever you're negotiating, it is essential to gauge the urgency with which the other party wants to or needs to make a deal.When you're buying a piece of real estate, for example, one of the key que...
I teach at UCLA and my Ph.D. is from USC, where I have also taught, so you can imagine how conflicted I am on game day.The UCLA-USC cross-town rivalry has led to divorces, and worse.But this odd strad...
Every seller has been afflicted by the buyer who neither says yes nor offers an objection.He is the fence-sitter, the person who seems almost biologically unable to arrive at a decision, no matter how...
There's a classic number in American musical theater, "Gotta Dance!" that sums up the creative urge.If you're creative, and this doesn't pertain only to writers, singers, dancers, actors, and performe...
You tell the teenager in the most supportive words you can summon that he has no future unless he bucks up, and starts studying, a.s.a.p.He gets you, agrees wholeheartedly, and even starts to crack th...