communication

Outstanding Patient Experience: When You Don’t Know How to Answer

As healthcare organizations become bigger and busier, more communication with patients is delegated throughout the organization. Even in individual medical offices, it is common for doctors to ask nurses and assistants to communicate test results and next steps to patients.

Then it happens. The patient asks questions that the nurses or assistants don’t know how to answer. What now?



Outstanding Patient Experience: Image is diverse healthcare professionals.

Outstanding Patient Experience. Image by Sean Locke.

Image by Sean Locke.


Outstanding Patient Experience: When You Don’t Know How to Answer



A Recent Patient Experience

    The rheumatologist had drawn blood to assess the new patient’s symptoms. When the blood work came back with high inflammation makers, the doctor asked a staff member to call the patient and tell her that her inflammation markers were very high. It was extremely important that the patient come to her follow-up appointment.

    The doctor’s assistant called the patient and told her that her inflammation markers were very high and it was essential that she not miss her next appointment. The patient felt very scared. She asked: “What are inflammation markers? What’s going to happen to me? How serious is this?”

    The assistant then replied: “I just told you. Your inflammation markers are very high. Just make sure you show up!” And then she hung up on the patient.





Horrible patient care! Horrible people skills! Can you imagine how the patient felt at that moment being treated so poorly?



People Skills for Outstanding Patient Experience: DOs & Don’ts

The Don’ts

  • Get defensive and curt with the patients as this doctor’s assistant did
  • Bluntly report findings without preparing to answer patients’ questions
  • Hang up the phone or leave the room
  • Order or patronize patients



The DOs

  • Prepare before calling the patient. “First, before even getting on the phone, think like the patient”, says Doug Della Pietra, Director, Customer Services & Volunteers, Rochester General Hospital. Anticipate the patient’s reaction and then “request additional information from the doctor about how to respond and what additional information to share or not share.”
  • Empathize throughout the interaction. Verbalizing your empathy is key. It’s not enough just to feel it. You must share it with the patients. “Breaking not-so-good news in medicine is a very sensitive issue and it entails an extra dose of empathy and compassion,” says Dr. Gia Sison, Physician, Healthcare Influencer, and Breast Cancer Survivor.
  • Communicate don’t transact. You are interacting with humans on the most sensitive issue they have — their health and survival. Barking out orders (e.g. show up for your next appointment) is rude and ineffective. Remember, you are not just transacting business. Your goal is to deliver outstanding patient experience as you impact human lives psychologically and physically.
  • Listen and be flexible. Communication is not one-way. It’s two way or no way. Instead of calling patients to report and then hang up, listen to their questions and be ready to offer alternatives. “Hearing the patient’s concern, the Medical Assistant could have offered to take a message to the doctor or asked the patient if they would prefer to come in sooner”, says Christina Steele, Medical Programs Training Manager, Dorsey Schools.


Being busy is no excuse for being insensitive and rude. If you choose to work in healthcare, you are choosing to be kind and compassionate for outstanding patient experience.

Doctors and practice owners/managers, prepare your staff before you delegate patient communication. Help them anticipate patient reactions and questions. Guide them on how to respond with clarity and care.

Moreover, give them people skills training on how to deliver outstanding patient experience. Contrary to popular thought, it’s not just common sense. It takes training just like any other skill. The payoff? It increases the chance that patients will follow your medical advice and be healthier in the end. I would be most pleased to deliver my in service people skills training to your healthcare teams for outstanding patient experience.



What do you expect when you are the patient?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Outstanding Patient Experience: The Slam Bam Mammogram?
12 Reasons Leaders (Doctors) Communicate Poorly

©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Influence: See Inspiration not Manipulation

I was surprised when some professionals at a conference reacted negatively to the word influence. They associated it with politicians who try to sway opinions their way. They saw influence as manipulation and even lying. That’s quite a departure from the often held view that “leadership is influence.” ~ John C. Maxwell



How do you see leadership influence — positive or negative?



Leadership Influence: Image is poster saying everyone is an influencer.

Leadership Influence vs. Manipulation: Image by BK via Flickr.

Image by BK via Flickr Creative Commons License


Leadership Influence vs. Manipulation

Each person is an influence for good or bad. Great leadership influence isn’t about convincing people to think their way. Leadership influence creates a picture and invites others to see it through their own eyes. As everyone shares their views, they influence.

Manipulation …

  • Disregards other’s views and talents.
  • Is opportunistic and driven by selfish gain.
  • Hints/tells vs. discovers.
  • Spins and skews the truth their way.
  • Withholds information to further their angle and purpose.
  • Focuses on people who can serve them; ignores those who can’t.


Leadership influence …

  • Discovers and seeks to understand not to convince.
  • Stimulates other’s influence.
  • Asks and listens vs. tells.
  • Honors emotions doesn’t play on them.
  • Respects people for who they are.
  • Awakens a vision so everyone can influence the results with their talents.
  • Ignites diverse views and opens minds for mega collaboration.
  • Transcends the moment and echoes resilience far and wide.
  • Draws on professional people skills to balance communication and care.
  • Uses honesty and restraint so people can come to a decision vs. being told what to do.


Instead of labeling all leadership influence as manipulation, see what true influence is. It honors and inspires. It connects and creates. Then embrace it. Model it. Participate in it!


Question: How do manipulators affect others – short & long term?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
18 Things Respected Well-Liked Leaders Consistently Do
Collaboration: Seek Opportunities, Cut Opportunists

©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Conquer Listening Barriers: Do You Get Stuck on Keywords?

Most everyone can list out common listening barriers. Surrounding noise, anger, and fatigue always make the list. You can conquer listening barriers like these with rest, settling the anger, and quieting the noise. There is one listening barrier that often operates without your awareness.



Getting stuck on keywords that you frequently hear.



Conquer Listening Barriers: Image is a head blindfolded w/ book attached.

Conquer Listening Barriers: Unstick from Keywords. Image by Cliff via Flickr.

Image by Cliff via Flickr Creative Commons License.


Conquer Listening Barriers: Unstick from Keywords

Think of words that immediately capture your attention. Do they also trap your listening because you’ve heard them so often?

Example:

As I teach technical support teams how to conquer listening barriers with customers, I give them this frequent customer request to assess:

The customer says, “I had trouble logging in all morning. Now I’m logged in and this isn’t working.” A few listen to whole description and aren’t blocked by the keywords ‘trouble logging in’. They work to understand what isn’t working.

Several get stuck on those keywords and mistakenly work on getting the customer logged in. Not surprisingly, the customer gets frustrated and upset.

—–

Conquer Listening Barriers of Keywords

  • List the keywords that most often trap your listening.
  • Question yourself when you hear those keywords to stop your assumptions.
  • Restate what you think you’ve heard. Other’s feedback helps conquer your listening barriers.



What keywords have blocked your listening?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:

Listening Beyond Our Boundaries
Listening Responsibility: 5 Reasons People Interrupt Us

©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Super Customer Service People Skills: Prevent Regret!

Super customer service has little room for regret. What we say to customers and how we say it leave lasting impressions. We can wound them with scars that last forever or we can use caring people skills to avoid laying an egg.

Super Customer Service People Skills: Image is Blue Egg w/ Letter R

Super Customer Service People Skills: Reverse Regret

Image licensed from Istock.com

In tough moments with customers, how can we speak with great people skills instead of regretting and hoping for that elusive second chance? Responding with care instead of defensively reacting is much easier when we are thinking about the after effects.

Instead of regretting, envision what you would write in a letter of regret and say that instead of your emotional reaction. Super customer service requires people skills that deliver care even in the toughest moments!


Super Customer Service People Skills – Prevent Your Regret!

  • Find empathy by imagining regret.

    The stress relief you feel by snapping at a customer is short lived. It is quickly followed by regret for your outburst. Reverse the regret process and feel empathy from the beginning. In tough moments, adapt don’t attack.



  • Imagine the caring you not the ego-controlled you.

    Many regrets are born of the need to be right, the need to be better than, the need to be selfish. In other words, regrets are born of the ego.

    Imagine yourself being great in service not needing to be right.

    Those who deliver super customer service, revel in helping others to succeed and thus they succeed. Their desire to care overrides their ego. They are humble enough to learn from the customer and don’t feel humiliated by the customer. They don’t say things to customers that they will regret for they envision receiving that very same care.


  • Prevent regret.

    Treat customers well the first time else there may not be a second time. Defensive thoughts and communication lead to regret. Stay open. Show empathy. Explore the customer’s view. Empathy doesn’t mean you agree. It means you matter, we matter, this matters! Through empathy you find how to wow each customer with care.


The old saying, the customer’s always right, has led some to rebel and claim it isn’t true. From there, they justify confronting the customer and saying things to prove the customer wrong.

The debate about that adage is out-of-date and quite worthless. What we all need to remember is that we may not get a second chance from customers we’ve treated badly. Think about it: Why would anyone pay money to be treated with impatience, rudeness and disrespect?

Empathize, explore, and stay open to customers’ views. Live no regret about customers for there may be no second chance to get them back.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Ways to Stay Calm and Caring w/ Rude or Angry Customers
7 Ego Actions to Avoid for Great Leadership, Teamwork, & Customer Service
Super Customer Service: Be a Buoy

©2013-2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Resourceful Creative Thinking: People Skills Global Twitter Chat Topic

WHEN: Sunday Jan, 17, 2016 at 10AM EST. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Resourceful Creative Thinking

In previous people skills chats, we have discussed resilience. We take it one step further in this chat and explore one path to resilience — resourceful creative thinking. Join us Sunday Jan 17th to share and learn in #peopleskills global Twitter chat.



Resourceful Creative Thinking: Image is the people skills logo.

Resourceful Creative Thinking: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Resourceful Creative Thinking

JOIN us Jan. 17, 2016 10amET/3pmGMT in #peopleskills global Twitter chat to share your views on how we all can engage in more resourceful creative thinking.

Some additional questions to get us thinking in advance. Actual questions will post live during the chat.

  • What image does the phrase ‘resourceful creative thinking’ create in your mind?
  • How does resourceful creative thinking sound? How is it different from everyday outlooks?
  • What beliefs/attitudes accompany resourceful creative thinking?
  • Would you rather be called resourceful or practical? Why? Are they different?
  • Is resourcefulness inborn, learned along the way, or sudden impulse? Why?
  • What are some common obstacles to thinking in a resourceful way?
  • What do resourceful people do differently from others?
  • How can resourceful creative thinking help change lives?
  • Do you have to have the mind of an inventor to be resourceful? Pls. explain.
  • What interaction challenges do resourceful thinkers and non-resourceful thinkers have?
  • How can people skills help resourceful and non-resourceful thinkers interact better?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Jan. 17, 2016 10am ET on Twitter (hashtag: #peopleskills) to explore the resourceful creative thinking.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Jan. 17, 2016 10am ET/7am PT / 3pm GMT to explore resourceful creative thinking.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Jan. 17, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Resourceful Creative Thinking.


Until then, as always, I wish you bonds of happiness and success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Belonging Needs & Impact: People Skills Global Twitter Chat Topic

WHEN: Sunday Jan, 10, 2016 at 10AM EST. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Belonging Needs & Impact

Some say that every human needs a sense of belonging. That it validates existence. Others say it is shaped by many factors and varies greatly between people. Join us to share your views on the need for belonging.



Belonging: Image is the people skills logo.

Belonging: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Belonging Needs & Impact

JOIN us Jan. 10, 2016 10amET/3pmGMT in #peopleskills global Twitter chat to share your views on belonging.

Some additional questions to get us thinking in advance. Actual questions will post live during the chat.

  • What is belonging? An inner feeling or membership in a specific organization?
  • Do you believe that all people have a need for belonging? Pls. explain.
  • If yes, is the need for belonging more positive than negative or vice versa?
  • The opposite of belonging is ______________.
  • How strong is the need for belonging? Where does it come from?
  • How does the need for belonging shape our choices?
  • What conflicts are there between need for belonging and need for individual expression?
  • Belonging, empathy, trust: How are they connected? Pls. explain.
  • How does the need for belonging affect our interactions w/ others and our lives?
  • A need for belonging appears as ___________.
  • How are cliques and bullying related to belonging if at all?
  • Can teamwork exist without the need to belong? Why/why not?
  • How do people skills fulfill the need for belonging?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Jan. 10, 2016 10am ET on Twitter (hashtag: #peopleskills) to explore the importance and impact of belonging.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Jan. 10, 2016 10am ET/7am PT / 3pm GMT to explore belonging.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Jan. 10, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Importance and Impact of Belonging.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2016 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Workplace Personality Conflicts: Results Beat Revenge

In a previous post on people skills for social media greatness, I highlighted specific well-intentioned behaviors that can offend and block success.

One reader commented that anyone can get offended so it’s a wash. Getting even is fair play, right? No, not right. It’s a sad descent into workplace personality conflicts that are very avoidable with professional people skills.



Workplace personality Conflicts: Image is boxing gloves.

Workplace Personality Conflicts: Seek Results Not Revenge. Image by: Istock.com

Image licensed from Istock.com

There are serious business consequences to employees seeking revenge instead of results. Perhaps the biggest one is missing out on what teams can achieve with professional people skills vs. the resulting isolation of workplace personality conflicts.



Workplace Personality Conflicts: Seek Results Not Revenge

Tugs-of-war over personality styles stifle communication — the instrument of success. Leaders who realize the power of coaching employees through workplace personality conflicts also realize great long term results. They don’t let differences isolate team members and block success.

These leaders address silent tugs-of-war and more active workplace personality conflicts.

  1. Who does the adapting? Everyone. When employees approach you with issues of communication style differences, coach all to adapt to reach great results.

  2. Which one of the personality types produces the best results in business? None of them. Business is complex. It involves people with different occupational views. These people have different personality and communication styles. It is the fusion of natural talents that delivers results.

  3. What is the difference between a tug-of-war and a lively disagreement of ideas? Tugs-of-war are not productive. Active discussions of differing views are. Tugs-of-war strive to maintain position to win. Active discussions explore and adapt to achieve a shared success. Teams and organizations succeed when employees adapt to and work with different communication styles not battle over which communication style is right! Strive to be excellent, not right.



The Questions That Transform Workplace Personality Conflicts

When personality style differences appear, ask yourselves:

  • What can I learn from this person?
  • How will I grow from working with this different style?
  • What results can we achieve through this diversity that we can’t without it?
  • How can I move toward results while still respecting the other persona’s views and personality style?
  • How can I best ask for respect of my style while still contributing to the end results?
  • What common ground do we have that we can elevate for success?
  • How can we communicate well even with all our differences?


High performing teams share an incredible desire for results. Revenge toward each other is not their motivator. They contribute their skills, knowledge and talent. They flex and adapt to turn diversity into golden nuggets of success.

Inspire them to flex and adapt. Book the Quick Spot & Adapt™ workshop. By moving past the typical personality labels, this workshop has people quickly spotting differences and adapting easily. Join the thousands who have attended this powerful and fun workshop. They have learned and use the people skills Quick Spot & Adapt™ techniques to replace workplace personality conflicts with success!







How well are your teams doing? Are they stuck in silent tugs-of-war over personality differences or easily tapping diversity to produce tremendous results?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
GPS Your Brain to Work w/ Any Personality Type
People Skills Secret Revealed for Introverts & Extroverts
Respect the Differences, Love the Differences, Find the Fit!
Leadership: Risks of Mislabelling Issues as Workplace Personality Conflicts
Teambuilding Across Generations – Proven Approach

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Discovery and Interaction: People Skills Global Twitter Chat Topic

WHEN: Sunday Jan, 3, 2016 at 10AM EST. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Discovery and Interaction

We kick off the fourth year of people skills global Twitter chat with the topic of discovery and interaction. Join us to share your views on the power of discovery in human interactions.



Discovery and Interaction: Image is the people skills logo.

Discovery and Interaction: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Discovery and Interaction: What Are the True Benefits?

Do we live with the spirit of discovery? Do we start each day with curiosity? Or do we start with predetermined ideas and perspectives? How does this affect our interactions? JOIN us Jan. 3, 2016 10amET/3pmGMT in #peopleskills global Twitter chat to share your views on discovery and interaction.

Some additional questions to get us thinking in advance. Actual questions will post live during the chat.

  • What is spirit of discovery and how can we live it?
  • How has discovery raised you up or weighed you down?
  • What have you discovered about others that surprised or shocked you?
  • When do you find discovery to be easy? What drives it?
  • How do expectations help or hinder discovery?
  • What did you discover in 2015 & how will you use it in 2016?
  • Does self-confidence make us more or less willing to explore and discover? Why?
  • How important is discovery for emotional intelligence?
  • Some things can’t be taught, only discovered. ~Richelle Goodrich Ag/Disagree Why?
  • What people skills are essential for discovery and interactions?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Jan. 3, 2016 10am ET on Twitter (hashtag: #peopleskills) to discovery and interaction.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Jan. 3, 2016 10am ET/7am PT / 3pm GMT to explore discovery and interaction.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Jan. 3, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Discovery and Interaction.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Business Lessons Learned from Life’s Unlimited Extremes


Business Lessons Learned: Image is many red chairs lined up perfectly.

Business Lessons Learned from Everyday Extremes. Image via DesignersPics.com.

Grateful for image via DesignersPics.com.


People Skills: Business Lessons Learned from Everyday Extremes

As The People Skills Coach™, I observe people in everyday life. I see how their extremes affect business behaviors and results. Here is my latest list of business lessons learned from everyday extremes.

  1. Emotions are always there.

    What you do with them makes the difference. Stop trying to suppress all emotion. Capture the power and mitigate the tumble.


  2. If you need the last word on everything, your career won’t last.

    The behavior screams insecurity. It limits teamwork and collaboration. It annoys others and reduces morale. It sends them running from possible domination. Open minds open possibilities for success.


  3. Exaggeration captures the imagination. It is the power of storytelling.

    It inspires employees and influences customers. Yet true distortion of facts can destroy trust. Keep your truth meter running to monitor exaggeration and maintain trust.



  4. Extreme chaos and extreme control can wreck a business.

    Uncontrolled chaos comes across as immaturity and incompetence. Extreme oversight and helicopter management keep people immature and stop growth. Teach, empower, and continue to learn.


  5. People see and find mostly what they are looking for.

    This extreme blinds people to what others think and what else is possible. Success comes from stepping outside of your own perspective and seeing the more complete picture.


  6. Living in your comfort zone creates gulfs not bridges.

    Leaders who communicate from their personality style preferences don’t reach employees of other personality types. Get over being comfortable; get versatile. Be flexible and connect with those you lead.


  7. It’s easy to focus on and get hooked on extremes.

    Choose wisely. Too much focus on procedures and people stop thinking. Too much concern about risk and people stop innovating. Too much candor without enough care and people stop contributing. Inspire passion with balance. Moderation doesn’t mean mediocrity.


Too much of anything is no good.



Business Lessons Learned: What have everyday extremes taught you?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Extreme Behaviors That Harm Teamwork
Leadership Success: Think Balance Beam Not Mountain Top
11 Steps to Being Authentic Without Scaring People Away
Are You Too Nice to Lead?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Low Stress Holiday Happiness: People Skills Global Twitter Chat Topic

WHEN: Sunday Dec, 20, 2015 at 10AM EST. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Low Stress Holiday Happiness

Holidays can be wonderful times or stressful times. We can influence it one way or another. JOIN us in People Skills global Twitter chat to share your insights and perspective on this universal topic.



Low Stress Holiday Happiness: Image is the people skills logo.

Low Stress Holiday Happiness: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Low Stress Holiday Happiness: Really? How?

Last week our people skills chat was on managing expectations. This is a great prelude to this week’s chat topic on low stress holiday happiness. JOIN us Dec. 20th 10amET/3pmGMT in #peopleskills global Twitter chat to share your wisdom and experiences.

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • How do you define happiness? How do you define holiday happiness? Is it the same?
  • Why do you experience stress at the holidays? What are the causes?
  • Is your stress at the holidays different from other times of the year?
  • What are some of the happy low stress traditions that you practice and love?
  • How do expectations increase stress at the holidays?
  • How can humor help us create low stress holiday happiness?
  • What have you learned about lowering stress at the holidays? Best tips??
  • How can people skills help us lower stress at the holidays?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Dec. 20, 2015 10am ET on Twitter (hashtag: #peopleskills) to low stress holiday happiness.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Dec. 20, 2015 10am ET/7am PT / 3pm GMT to explore low stress holiday happiness.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Dec. 20, 2015 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Low Stress Holiday Happiness.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Managing Expectations: People Skills Global Twitter Chat Topic

WHEN: Sunday Dec, 13, 2015 at 10AM EST. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Managing Expectations

One of the biggest challenges between people — in life and at work — is managing expectations. With friends, spouses, family, teammates, and customers, unstated expectations can create havoc and interaction difficulties. Join us in people skills global Twitter chat to explore managing expectations.



Managing Expectations: Image is the people skills logo.

Managing Expectations: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Managing Expectations: Why and How!

Most people have expectations of themselves and others. Is it more harm that good or more good than harm? JOIN us in #peopleskills global Twitter chat Sunday Dec. 13th as we explore this topic.

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • What is an expectation? Different from a need?
  • Where do expectations come from?
  • How do expectations get dashed?
  • How do you know when your expectations are different from reality? Are there warning signs?
  • What are the negative aspects of having expectations?
  • How have expectations helped you in your life and/or work?
  • If you could issue a decree about expectations, what would it be?
  • How can we unearth people’s expectations of us sooner than later?
  • What happens when we don’t understand customers’ expectations? How can we do this better?
  • What makes a leader not communicate their expectations? How does it make you feel?
  • How does fear of conflict affect expectations, if at all?
  • What lessons about expectations have you learned in your life?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Dec. 13, 2015 10am ET on Twitter (hashtag: #peopleskills) to explore managing expectations.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Dec. 13, 2015 10am ET/7am PT / 3pm GMT to explore managing expectations.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Dec. 13, 2015 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Managing Expectations.


Until then, as always, I wish you bonds of happiness and success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Employee Insight: 12 Reasons Why Leaders Are Poor Communicators

When companies bring me in to help employees adapt to and implement change, what strikes me is how often the employees don’t understand what’s going on. (Repeated studies show that clear communication is a top factor in effecting change.) Not surprisingly, in these tough moments, employee insight on why leaders communicate poorly comes pouring out.

From discussions with these employees, I have compiled the communication checklist for leaders. This has helped many of my clients and now it can help you. I welcome your additions and comments in the comments section below.



Employee Insight: Image is business people w/ talk bubbles.

Employee Insight: Reasons Why Leaders Communicate Poorly

Grateful for image by Ghozt Tramp via Flickr Creative Commons License.


Employee Insight: 12 Reasons Leaders Communicate Poorly

  1. Leaders assume we understand the big picture they have access to. They don’t communicate the background yet expect us to move forward. Employee insight: Don’t assume we know as much as you do.


  2. Leaders get caught up in their own responsibilities. Thus they unintentionally skew the message to what is weighing them down. Employee insight: Write down your worries but communicate the whole picture. Else we hear only your worries.


  3. Leaders are so focused on the end results that they jump over the details right to the finish line. As they jump, they leave us in the dust. Employee insight: Give us more than the destination else we can’t get there.


  4. Leaders skip issues they don’t have answers to. They do this to prevent confusion or to avoid personal embarrassment and vulnerability. Yet, these gaps often cause more confusion in a changing environment. Employee insight: Identify the gaps and let us know that more information will follow.


  5. Leaders’ expertise blinds them to what others don’t know. This syndrome, expert-itis, undermines clear communication. Employee insight: Invite our questions and have the patience to answer them.


  6. Leaders are often impatient. Be it from personality type or pressure of the job, leaders often communicate as infrequently as possible. Employee insight: Clear and succinct is OK; confusion and silence isn’t.


  7. Leaders repeat the communication style of their leaders. As they try to manage their leader, they sometimes take on their leader’s pattern of minimal communication. Employee insight: The further we are from the top, the more information we need from you.


  8. Leaders don’t account for diversity of background, education, and perspective. Teams are diverse generations, cultures, upbringing, and experience. They aren’t leader clones. Employee insight: Check the stories you use, the jargon you choose, and the references you make. Are they universally understood?


  9. Leaders sometimes under or over prepare to communicate. When they under-prepare they don’t foresee gaps and questions. When they over prepare, they can become rigid and scripted. Employee insight: Prepare what you have to say and then open up to a true dialogue. We can help you clarify what we don’t understand.


  10. Some leaders have a fear of public speaking. To them even speaking in a meeting of ten people is scary. The result is poor communication. Employee insight: Focus on how much your communication will help us. We aren’t judging how you speak. We just need the information.


  11. Leaders who communicate far more of the negatives than the positives, communicate poorly. Communication is about truth and vision. Employee insight: When you communicate what’s wrong, we can fix the current trouble. When you communicate what is going well, we learn how to create success.



  12. Leaders underestimate how much communication sustains others. Even leaders who communicate information clearly, sometimes don’t communicate enough appreciation. Morale and engagement suffer. Employee insight: Don’t take us for granted or detach from us. Leadership is about inspiring us!




Leaders, which of these reasons would your employees say make your communication poor?

What reasons would add to this list?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
When is Silence Golden and When Is It Not?
9 Reasons Leaders Don’t Show Appreciation to Employees
18 Things Respected Well-Liked Leaders Consistently Do

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Words of Wisdom for Interaction: JOIN Us in People Skills Global Twitter Chat!

WHEN: Sunday Nov. 15, 2015 at 10AM ET. Hashtag: #peopleskills


Here’s a time converter to assist all of you around the globe in converting 10am EST to your local time.


Background on This Chat Topic: Words of Wisdom for Great Interactions

As we interact with others, we learn more and more about people skills. We develop words of wisdom that we can use in future interactions. What words of wisdom have you learned from your interactions? JOIN us in people skills global Twitter chat to share your wisdom.



Words of Wisdom: Image is the people skills logo.

Words of Wisdom: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Words of Wisdom for Interaction: What Are Yours?

Our people skills global Twitter chat will explore the wisdom we have each gained through years of interaction.

Some questions to get us thinking in advance. Actual questions about words of wisdom will post live during the chat.

  • How do you define wisdom?
  • What feeds/blocks wisdom?
  • How do we develop wisdom about interactions?
  • What affect does pride have on developing wisdom?
  • How are emotional intelligence and wisdom related?
  • What life experiences have given you wisdom about interacting well with others?
  • What words of wisdom will you share now about how to interact well with others?
  • OPINION: What wisdom have you gained about what not to say to others?
  • When interactions are going poorly, how do you turn them around?
  • What have others taught you about themselves that have helped you interact with others?
  • How can people skills grow our interaction wisdom?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Nov 15, 2015 10am ET on Twitter (hashtag: #peopleskills) to discuss words of wisdom for great interactions.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Nov. 15, 2015 10am ET/7am PT to explore words of wisdom for great interactions.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. Nov. 15, 2015 10am ET in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Words of Wisdom for People Skills Interaction.


Until then, as always, I wish you bonds of happiness and success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

The basis of teamwork is respect. When diverse people come together on a team, respect weaves the thread of positive interaction in good times and bad.


Sounds obvious and simple? It can be if all teammates act in ways before and during the bad times that will make apologies worthy of acceptance.


Here’s a checklist for teamwork respect that keep teammates connected even in bad times.


Teamwork: Making Apologies Worthy of Acceptance Image licensed from istock.com.

Image licensed from: Istock.com

Respect. The sooner and more completely all embrace diversity by showing true respect for differences, the greater the chance that teammates can accept apologies when a problem between them occurs.

Any sense of disrespect, disregard, one-upmanship, verbal bullying, sarcastic digs, or passive aggressive manipulation will cast a shadow over apologies. Even after teammates have known each other awhile they must remember the daily dose of respect to keep the threads of teamwork strong.

Checklist step: What thoughts and feelings of yours bring you to disrespect for others? Need to control, insecurity, discomfort with ambiguity, self-deception, fear of the new, extreme individual views, ignorance of cultural, gender, educational or personality differences?



Appreciation. While respect keeps the threads of interaction strong, appreciation turns those threads into a vivid painting of warm positive context. Every time you express sincere appreciation for a teammate’s talents, strengths, behaviors, and uniqueness, you increase the chance that your apology in bad times will be accepted by the others.

Checklist step: In a quiet moment, list out the names of all your teammates. If possible, put his/her picture next to each name. Write down 2 positive traits and 1 unique trait for each. Share this information in natural conversation when you witness these traits. When people are both respected and appreciated for who they are, they can also accept your sincere apologies.



Ownership. The ultimate challenge for accepting an apology is to hear the sincerity over the pain. At the very early stages of pain, clear words of ownership of the mistake shout out the immediate pain and prevent additional pain. Respect and appreciation can then filter in as teammates realize you own the impact of your behavior.

Checklist step: Which of these phrases have you slipped and used?

  • I’m sorry IF I hurt you or IF you perceived my words that way.
  • I was trying to help you; you should be grateful I cared.
  • I’m sorry BUT I was … busy, overtired, etc…
  • I didn’t mean to hurt you.
  • I’m sorry you took it the wrong way.
  • You are not an easy person to deal with but I shouldn’t have lost my temper.

Replace all these sidestepping self-protecting detours with a simple straightforward apology. Related post: The Perfect Apology and the One Word that Destroys It.



Caring. When you show respect for diversity, express appreciation for individual uniqueness, offer ownership of your gaffes and mistakes, and share empathy for others’ pain, your apologies ooze caring and have the highest chance for acceptance.

You read over and over that apologies must be sincere else they will fail. When you defend or offer an apology only when cornered, it screams insincerity. However when you consistently show respect, appreciation, ownership, and care, people can see any one slip up a forgivable human error.

Checklist step: Start each day with a self-declaration of accountability and integrity. Build your own reputation of being full of class and the “real thing”. Why? Because accountability and integrity show deep inner strength and inner strength is a heck of a billboard!




Some struggle with apologizing because they think it publicizes their weakness and faults. They think it is humiliating and diminishes potential success. However it’s important not to confuse humility with humiliation. A straightforward apology and remedy is the perfect chance to build trust and a reputation of integrity.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
Avoid the 8 Common Causes of People Skills Mistakes
What’s So Hot About Humility Anyway?

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

People Skills Shock: Leaders, Do Your Teams Think Business Is Impersonal?

It was a sudden moment of silence in one of my customer experience workshops. Half-way into the program on customer expectations and customer care, one of the participants blurted out …



Why do we have to focus on how we treat people? It isn’t personal; it’s business.


The other participants just stared at her. The silence was deafening. Later they expressed their shock to me privately. They couldn’t believe it. Did she really say that? How could she not know that you interact with people in business?



People Skills Shock: Image is cartoon saying "No! I don't believe it."

People Skills Shock: Leaders, Do Teams Know the Value of People Skills? Image by Tom Simpson via Flickr.

Image by Tom Simpson via Flickr Creative Commons License.


People Skills Shock: Business Is Personal!

Leaders, what message are you communicating to your teams? Do you highlight how emotional intelligence and people skills sustain business relationships? Or does your leadership behavior tell the employees to depersonalize teamwork and service?



Here’s a self-assessment checklist. Do you …

  • Focus purely on tasks and end results or also discuss the importance of positive interactions?
  • Label some team members as too sensitive or help team members work through difficult interactions?
  • Engage in behind the scenes trash talk about some customers or inspire team members to see each customer as valuable?
  • Speak harshly to team members claiming it will make them work harderor model respectful honest communication?
  • Claim that courtesy slows down progressor use please, thank you, and other courtesies on a regular basis?
  • Depersonalize your interactions with employeesor engage them and celebrate their talents?



If you ever receive the “why do we have to care” people skills shock from one of your employees, here are some key replies:


  1. Businesses are comprised of people who make choices and decisions.
  2. Treat people with respect and care and you build trust. Trust increases opportunities and results.
  3. Teamwork is founded on respect and fueled through trust. The people skills shock of being treated badly can be a major obstacle to results.
  4. Human beings are naturally diverse. Emotional intelligence and civility bring people together and keep them coming back. Your need for care may be lower than others. Yet it’s important to treat people how they want to be treated — not how you want to be treated.


Prevent your team from having a lone employee lob a people skills shock statement at everyone else. Help them learn each other’s personality type and how to adapt. Inspire and model the importance of people skills in leadership, management, teamwork, and customer experience. You will create a powerful culture of productive interactions and stellar service.



How specifically have people skills helped you lead?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
Courtesy Checklist: 10 Superior Ways to Succeed
18 Things Respected Well-Liked Leaders Consistently Do
10 Steps to Emotionally Intelligent Teamwork w/ Emotionally Unintelligent Teammates
Teamwork Persona, Are You Someone Others Want to Work With?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

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