empathy

Strength of Grace: People Skills Twitter Chat Topic This Sunday

WHEN: Join us Sunday April 20, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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The Strength of Grace & Space in Our Lives

There are many definitions of grace and they all seem to occupy space in our lives at one point or another. Yet we have never explored the strength of grace in our people skills chat.

Join us Sunday April 20, 2014, 10am EDT in #peopleskills Twitter chat to delve into the strength of grace and how it impacts the relationships in our lives.



The Strength of Grace: People skills logo

The Strength of Grace: Our People Skills Chat Topic. Image by KimbManson for Kate Nasser. All rights reserved.

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


The Strength of Grace in All Its Meanings

Join us in global people skills Twitter chat (#Peopleskills) this Sunday April 20th as we discuss grace and its potential in our lives.

Some questions to get us thinking in advance:

  • In what way do you most often think of grace – philosophically, religiously, behaviorally?
  • When have you benefited from grace?
  • Where have you felt grace in your life?
  • Grace is the beauty of form under the influence of freedom. ~Friedrich Schiller Agree/Disagree?
  • Grace and graciousness — outdated values or that special something?
  • What are some everyday examples of grace that we can live?
  • Grace as a gift — is it always present in our lives or do we have to foster it?
  • Empathy and grace – is there a connection?
  • How does grace bring strength to our lives if at all?
  • Where can grace take us?
  • What must we do to make space for grace in our lives?



These are just some questions to get us thinking before we begin. Actual questions will post live during the chat.

Let’s ponder the strength of grace together. Bring your personal perspective, favorite quotes, a beverage, and join us this Sunday April 20, 2014, 10am EDT in People Skills Global Twitter Chat (hashtag: #peopleskills).


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter 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+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Special thanks to the community and chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday April 20, 2014, 10am EDT/7am PDT to delve into the strength of grace.

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 Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. 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.


Connect with you this Sun. April 20, 2014, 10am EDT in People Skills Twitter Chat as we explore the strength of grace.


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™

©2014 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.

Emotional Intelligence Impulse Control – Sunday’s People Skills Twitter Chat Topic

WHEN: Join us Sunday April 6, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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Background on Emotional Intelligence Impulse Control

Balance is very important in developing relationships both at work and in everyday life. When we act purely on our own impulses, others may see us self-absorbed, insensitive, and in extreme cases, socially misfit. Yet the key question is, where is the balance point? How can we each control our impulses to respect others and still be authentically ourselves?

Join us Sunday April 6, 2014, 10am EDT in #peopleskills Twitter chat to explore emotional intelligence and impulse control. My co-hosts will be Ed Hennessy (@Leadershipcall) and Chris Hennessy (@EIInspired).



Emotional Intelligence Impulse Control Twitter Chat: People skills logo

Emotional Intelligence Impulse Control Twitter Chat. Image by KimbManson for Kate Nasser. All rights reserved.

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


People Skills Twitter Chat: Emotional Intelligence Impulse Control

Work interactions — especially collaboration and teamwork — require both self-restraint and giving. When team members act purely on impulse, their actions impact others. When they mostly overlook others’ needs to play out their view, the results can be disastrous.

Join us in global people skills Twitter chat (#Peopleskills) this Sunday April 6th at 10am EDT to explore the delicate balance of emotional intelligence impulse control. Some questions to get us thinking in advance:

  • How do you define impulsive behavior?
  • What emotions trigger impulsive behaviors?
  • How do you typically deal with an impulse to act?
  • In what situations is reacting impulsively a positive?
  • How does someone’s low impulse control impact you?
  • How might your impulsive behavior impact others & relationships?
  • What are some ways we can improve our impulse control?



These are just some questions to get us thinking before we begin. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday April 6, 2014, 10am EDT on Twitter (hashtag: #peopleskills) to explore People Skills: Emotional Intelligence Impulse Control.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter 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+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights. Special thanks to the community and chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer. and this week’s co-hosts Ed & Chris Hennessy.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday April 6, 2014, 10am EDT/7am PDT to explore People Skills: Emotional Intelligence Impulse Control.

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 Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. 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. April 6, 2014, 10am EDT in people skills global Twitter chat to explore People Skills: Emotional Intelligence Impulse Control


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™

©2014 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.

People Skills Leadership Chat – Have We Gone Past the Tough Guy Image?

WHEN: Join us Sunday March 30, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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Background on This People Skills Leadership Chat

Business leaders, is our definition of great leadership still tied to the tough guy image? Many say that leadership has evolved over the decades as the economy expanded from assembly lines to the information and technology age. Yet I see vestiges of the gotta be tough with others mentality in many leaders. It makes me ask the question, is it still a (hidden) part of the definition of great leadership? Have leaders absorbed this and made it part of their identity?

Join us Sunday March 30, 2014, 10am EDT in #peopleskills Twitter chat to explore leadership people skills – the tough guy image. My co-host will be Chantal Bechervaise, Human Resources specialist with endless passion for learning. Chantal is also a moderator of the Google+ people skills community.



People Skills Leadership Chat: People skills logo

People Skills Leadership Chat March 30. Image by KimbManson for Kate Nasser. All rights reserved.

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


People Skills Leadership Chat: Losing Tough Guy Image

As businesses embrace a new generation of workers, as they require more employee engagement to truly succeed, exploring people skills leadership issues is critical.

Join us in global people skills Twitter chat (#Peopleskills) this Sunday March 30th at 10am EDT to explore it. Some questions to get us thinking in advance:

  • What is your definition of great leadership?
  • How does toughness play into the definition? Internal strength or external roughness?
  • Where if at all do you see vestiges of the tough guy leadership image?
  • How has the tough guy image impacted women and mentoring women leaders?
  • Do you want leaders to show humility, humanity or ___________?
  • Can a humble leader be a great leader? Why do many people say no?
  • Emotions: What role do they play in great leadership?
  • Would you be comfortable with a leader who shows emotion during a crisis?
  • What’s the difference between a strong leader and a tough leader?



These are just some questions to get us thinking before we begin. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday March 30, 2014, 10am EDT on Twitter (hashtag: #peopleskills) to explore People Skills Leadership – Losing the Tough Guy Image!


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter 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+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights. Special thanks to the community and chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday March 30, 2014, 10am EDT/7am PDT/2pm GMT to explore the People Skills Leadership – Losing the Tough Guy Image.

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 Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. 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. March 30, 2014, 10am EDT in people skills global Twitter chat to explore: People Skills Leadership – Losing the Tough Guy Image.


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™

©2014 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.

People Skills Inspiration – What Makes You Jump in and Help Others?

WHEN: Join us Sunday March 23, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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Background on This People Skills Inspiration Chat

In our previous two chats, we focused on identity. In the first one was all about what is your identity and what do you contribute to the play of life? Then last week we explored cultural heritage and its impact on people skills.

This week we explore identity from the aspect of what inspires people to help others. Specifically, when someone is in need, what inspires you to offer help? Is it in certain circumstances? Mostly in a crisis? Or when nobody else is helping? It’s an intriguing topic.

Join us March 23, 2014, 10am EDT in #peopleskills Twitter chat to explore people skills inspiration to help others. My co-host will be Dave Moore, Human Potential Technology motivational speaker and coach. Dave is also one of my great moderators of the people skills online community.



People Skills Inspiration to Help: People skills logo

People Skills Inspiration to Help Others. Twitter Chat March 23rd. Image by KimbManson for Kate Nasser. All rights reserved.

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


People Skills Inspiration to Help: What’s Yours?

To me this is a very interesting topic. Studies show that when people are in a crowd, they are less likely to jump in and help others. This bystander syndrome, also known as diffusion of responsibility, impacts everyone.

Join this discussion in global people skills Twitter chat (#Peopleskills) this Sunday March 23rd at 10am EDT. Some questions to get us thinking in advance:

  • When are you most likely to offer help to others?
  • Is it presumptuous or generous to help others before they ask?
  • Does receiving help make you feel grateful or resentful?
  • Have you ever had someone reject your help? Why did they?
  • The bystander syndrome – why do you think it happens? What do you do in a crowd?
  • What role does self-confidence play in giving/receiving help?
  • Agree/Disagree: Natural leaders initiate an offer to help. Followers wait to be asked.
  • How does helping others fit your view of life?
  • Why do some people offer help while others wait to be asked?
  • If you picture a great life, what role does giving/receiving help play?



These are just some questions to get us thinking before we begin. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday March 23rd, 2014, 10am EDT on Twitter (hashtag: #peopleskills) to explore People Skills Inspiration to Help – When Do You Take Action for Others?


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter 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, hashtag #peopleskills, Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights. Special thanks to the community and chat moderators Chantal Bechervaise, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday March 23, 2014, 10am EDT/7am PDT/2pm GMT to explore the people skills inspiration to help.

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 Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. 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. March 23, 2014, 10am EDT in people skills global Twitter chat to explore “People Skills Inspiration to Help”.


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™

©2014 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.

Courtesy Checklist: 10 Superior Ways to Lead, Serve, & Collaborate

Courtesy Checklist: Image is Jar of Honey w/ a honey twister.

Courtesy Checklist: Superior Ways to Lead, Serve, Collaborate. Image licensed from Istock.com

Image licensed from Istock.com

Courtesy Checklist: Do you do these every day?


  1. Greet politely and/or warmly. Welcome new teammates on their first day and you set teamwork in motion. Greet potential and current customers with courtesy and enthusiasm. You give them a picture of many positive experiences ahead. Engage employees at the beginning of a meeting. You overcome the typical meeting apathy.

  2. Start a request with please. It was everywhere in decades past. Has it slipped away? Grab hold of it and put it back in every request. This one small word communicates respect that prevents requests from being misconstrued as disguised orders. In leadership, teamwork, and customer service, this one is an essential on your courtesy checklist!

  3. Give sincere and abundant thank yous. The gift of gratitude is free yet far from cheap. People hold gratitude in high regard. It is quite dear. Leaders’ appreciation goes far beyond the instance of thanks. It creates a culture of gratitude that sustains customer relationships and employee morale. Leaders, help get this one on everyone’s courtesy checklist!

  4. Interact with an open mind. Many don’t think of open-mindedness as a part of courtesy. It is! Any behavior that considers others and eases interaction is courtesy. When working with customers, teammates, or employees very different from you, your open mind welcomes them in. Solutions and success come from openness!

  5. Eliminate common rudeness. There are habits that most people consider rude: talking too loud, slurping drinks, smacking lips when eating, clinking utensils, eating while you’re on the phone, going through a door and not holding it behind you for the next person, and the list goes on. Beyond these habits, learn cultural norms when working with people around the globe. It is the essence of courtesy in global business.

  6. Adapt to personality types. Most people think of the driver personality type when they read this on the courtesy checklist. Yet it is applies to all types. Amiables, analytics, and expressives, can be just as extreme in their behavior as the driver type. Extreme behavior tips toward discourteous. Seek balance. Consider others’ needs and flex. You can’t change your type yet you can adapt your behavior. This is courtesy!

  7. Show interest but don’t pry. Showing interest in customers is a courtesy that warms the relationship. Prying into their lives with intrusive questions will slam the door shut. Asking teammates about their weekend can start the week off well. Grilling them with personal questions builds walls that stop success. An important distinction on the courtesy checklist.

  8. Share information. Don’t gossip. Every time a customer service rep tells a customer how much trouble another customer was, it mars the professional image. Even if the customer you are telling agrees with you, they wonder what you will say about them to someone else. This is a perilous detour from positive customer relationships. Stay on the road of courtesy and professional behavior.

  9. Smile don’t sneer, snicker, or smirk. Non-verbal communication is on the courtesy checklist. Derisive gestures and looks, demean others. In their mildest form they are rude. In their extreme form, they can constitute bullying. Treating people badly — discourtesy — pushes people away. Simple, respectful behavior keeps everyone engaged. Once again courtesy is always a winner in business.

  10. Guard generalizations. Generalizations about people will almost always disrespect someone. One day, I heard an employee state that people who work in government are lazy. He didn’t consider that his co-workers had friends and family who worked in the public sector. Besides painting himself in a bad light, his discourteous remark marred work relationships and teamwork. Honor individuality and diversity. That’s on the courtesy checklist!

 
Courtesy never goes out of fashion. It feels great to receive it. In business, it’s not just a nicety. It’s a necessity for leadership, teamwork, sales, and customer service.

Far more than a pleasantry, courtesy opens doors, impresses in first meetings, shows respect, expresses care, smooths rough moments, defuses tension, bridges gaps, and feeds business relationships.


Courtesy — considering others’ needs and easing the way — gives you superior ways to succeed.


What other items are on your courtesy checklist?



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

Related Posts:
GPS Your Brain to Work w/ Any Personality Type
Avoid 8 Common Causes of People Skills Mistakes
The 25 Worst Customer Service Stories to Train the Best CSRs

©2014 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.

Your Identity: #Peopleskills Twitter Chat on How You Impact Others

WHEN: Join us Sunday March 9, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the the time converter link above to convert 10am EDT to your local time. Here in the USA, we switch to daylight savings time this weekend, March 9th. We move our clocks ahead one hour. So 10am EDT is the equivalent of 9am EST. Our chat begins at 10am EDT.



Background on This People Skills Twitter Chat

I’ve always loved Walt Whitman’s poem “O Me! O Life!” in which he asks basically what good are we in life.

His answer: “That you are here — that life exists, and identity; that the powerful play goes on, and you will contribute a verse.” What is your identity? What verse will you contribute to human interaction? How will the powerful play go on because of you?

Join us March 9, 2014, 10am EDT in #peopleskills Twitter chat to explore how identity contributes to the powerful play of human interaction.

Joining me as co-host is Dr. Hoda Maalouf, university professor with an incredible passion for human development, learning, and a peaceful world.



Your Identity: People skills logo

Impact of Identity: People Skills Chat March 9th, 2014. Image by KimbManson for Kate Nasser. All rights reserved.

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


The Impact of Your Identity: Explore in People Skills Twitter Chat

What does each of us contribute to human interaction? Do we think about our identity and then live our actions from there? What verse do we want to contribute to life on this earth?

Join our global people skills Twitter chat (#Peopleskills) this Sunday March 9th at 10am EDT. Some questions to get us thinking in advance:

  • How is mindfulness involved in our people skills identity?
  • For what ONE people skills trait would you like to be known?
  • How do others see you?
  • Where has your identity and your people skills taken you in this life thus far?
  • How have your hopes, dreams, values fashioned your people skills identity and contribution to this life?
  • What song, saying, book title, poem, play, or movie best describes your identity?
  • What verse will you contribute to the ‘powerful play of life’?



These are just some questions to get us thinking before we begin. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join me, my co-host @MaaHoda, and the people skills global chat community this Sunday March 9th, 2014, 10am EDT on Twitter (hashtag: #peopleskills) to explore The Impact of Your Identity.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter 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

Thank you Hoda Maalouf, for co-hosting this people skills chat on “Impact of Identity”.

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






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday March 9, 2014, 10am EDT/7am PDT to explore the impact of your identity.

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 Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. 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. March 9, 2014, 10am EDT in people skills global Twitter chat to explore “The Impact of Your Identity”.


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™

©2014 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.

Develop Emotional Intelligence: “Who me?” asked the non-intuitive.

Yes you. You can develop emotional intelligence even if you are not intuitive. You’ve developed other skills from a blank slate. How did you do it? Learning, pure and simple!

Emotional intelligence is not psychic ability of a chosen few. Highly intuitive people may develop emotional intelligence more easily. Yet most people have some behavior or skill they must work hard to learn. You can develop emotional intelligence with these 5 steps.

Develop emotional intelligence: Image is multi-colored funnel w/ 5 parts.

Develop Emotional Intelligence: 5 Steps! Image licensed fr Istock.com

Image licensed via Istock.com

5 Steps to Develop Emotional Intelligence


  1. Want it. Desire starts all learning. Why do you want to develop emotional intelligence? To advance at work? To improve your personal relationships? If you think it’s not important, you won’t learn it. If you resent others who said you need to develop emotional intelligence, you won’t.

    Conversely, if others have said that you can’t develop emotional intelligence, you can prove them wrong. Because they are wrong. You can do and learn anything if you want it enough.


  2. Gather Info. This is the step that many misunderstand. The classic definition of emotional intelligence claims it’s the ability to “perceive” emotions. Non-intuitive people believe this perception is purely inborn — a mysterious sixth sense.

    Perception is the result of gathering info. Intuitive people quickly gather information through many senses. If you are not very intuitive, then gather information about emotions through other means. Ask questions!

    • Ask people how they are feeling.
    • If they are quiet, wait a moment and then ask them what they are thinking.
    • Humbly ask them to give you feedback on how your words or actions have affected them.


  3. Commit fully. As you get information, it takes commitment to use it for it to be emotional intelligence. You must accept feedback and modify your behavior. You must moderate your preferences to care for others’ needs. You can develop emotional intelligence if you consider others as well as yourself.

    If you are an analytic personality type, you may want to keep written notes (without names) of how others feel. If you’re an amiable, make mental note of how non-amiables like to be treated. If you’re an expressive, pay special attention to how others’ express and to their need for silence. If you’re a driver, pay special attention to how feelings do not retard progress.


  4. Practice. Now to the issue of becoming good at using emotional intelligence. Like any new behavior or skill, frequent daily practice develops the quality and the speed. When you first learn to play an instrument, it’s very mind intensive, labored, and a bit clumsy. Then a lot of practice takes you from playing individual notes to playing a beautiful melody. To develop emotional intelligence, you must practice.

  5. Reapply. You’re on a roll now. Magnify your ability by reapplying the emotional intelligence that you’ve developed with some people to new situations. It’s not a repeat. It’s a reapplication with new information you gather in new moments.



Desire, gathering info, commitment, practice and reapplication is the route to develop emotional intelligence.


I’ve seen super analytic techies who everyone wrote off as interpersonal wastelands interact with care when they learned what others needed. I’ve seen inexperienced youth embrace the needs of older workers. I heard a manager who rarely gave others’ a chance to speak admit that moderating his behavior was tough. It was at that moment he started to develop emotional intelligence.


What growth have you seen that you didn’t think possible?


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

Business Related Posts:
13 Emotionally Intelligent People Skills for Career Success
Social Media Networking: Are You Giving With People Skills?
The Emotional Intelligence That Feeds Super Customer Experience
5 Psychologically Uncomfortable Career Shaping Opportunities

©2014 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.

 

 

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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.

Customer Service People Skills: Leaders, Get Over These 2 Myths!
 

Customer Service People Skills: Image is sign that says BUMP.

Customer Service People Skills: Leaders Leave These Myths Image by: Raymond Bryson via Flickr Creative Commons License

Image by Raymond Bryson via Flickr Creative Commons License


Mindset and beliefs drive customer service people skills behaviors. They are a big factor in customer service excellence.


Leaders, are you sure your teams’ beliefs feed great customer service people skills? Will they deliver great outcomes? Will they bring customers back?


In this 2 minute video are two commonly held beliefs/myths that erode success. Listen in to make sure you lead great customer service people skills.




Make Over These Customer Service People Skills Myths!

Leaders, watch out and wipe out these risky beliefs!

  1. Mentioned in video above.
  2. Mentioned in video above.
  3. Employees first, customers second. Be careful! This dangerous belief developed as a reaction to inhuman call center culture. It’s an outgrowth of myth #1 noted in the video. Instead of establishing an order of who is first or second, inspire the teams to unite and care!
  4. Fire customers who complain too much. There are companies boasting of how they get rid of customers who complain. Warning: Closing the doors to complaints and complainers may close your doors permanently! Open the mind to customers’ views and open the door to success.
  5. Customer service people skills are just common sense. If it were truly common sense, there would be no disappointed customers. What makes customer service tough is the challenge of diversity. Different customers, different situations, difference expectations. It takes training and practice to spot the differences and meet the challenge.



Based on how you’ve been treated as a customer …

what customer service beliefs have you uncovered?



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

Invitation:
I invite you to connect with me on Google+, LinkedIn, and Twitter. I welcome your questions. I will respond with inspiration and practical tips!

Other Customer Service People Skills Posts for You
Sorry Doesn’t Mean Guilty!
Superior Customer Experience: Are You Using the Power of Empathy?
Customer Service Loyalty: 21 Tips to Make It Easy for Customers

©2014 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.

Join the #Peopleskills One Year Anniversary Chat: Sunday Jan. 26, 2014 10am ET.


Topic: Sustaining People Skills & Relationships for Bonds of Success!



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

Background on This Celebration – the One Year Anniversary of People Skills Community

One year ago I launched the people skills community via the #peopleskills Twitter chat.

The overall purpose: sustaining people skills and relationships to build bonds of success for all involved. It has grown tremendously as many co-hosts and global participants have explored diverse people skills topics. Last week as we ran our first online people skills rally to end bullying, it set the stage for this week’s topic — sustaining people and their goals!


Sustaining People Skills: Image is Newer People Skills Logo

Sustaining People Skills, Relationships, Bonds of Success Image: All Rights Reserved.

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


Anniversary Twitter Chat: Sustaining People Skills

As we rallied last week to end bullying, it became clear that our goal of sustaining people skills is a very worthy one. Humans can choose to lift each other up or beat each other down. Lifting each other up is the clear winner. It fuels goals, expands everyone’s possibilities, and builds bonds of success.

Tom Rhodes became a member of people skills community at a difficult time in his life and rediscovered confidence in connection. He is now one of the Twitter chat moderators giving back to everyone who joins the Sunday chat! Chantal Bechervaise made a tough decision to leave a toxic workplace. She found resilience within herself sustained by our people skills community. She is now one of the moderators of our community on Google+.

Whose actions have sustained you? Beyond your own self-confidence and actions, where and when have others lifted you up personally and professionally?


Going further, many questions come to mind about sustaining people skills:

  • Sustaining people – what’s in it for you?
  • How do we move past win/lose views to win/win?
  • What people skills sustain ourselves and others?
  • In sustaining yourself, what can you share to sustain others?
  • Does sustaining others make them weak/dependent or uplift then to help others?
  • Formal teams sustain their members. How can social communities do the same?
  • When have people skills community members sustained you during this first year?
  • What did the people skills community do well to sustain its efforts during this year?
  • Where did we miss opportunities that we can address in this second year?
  • How can we extend our sustaining efforts to do more to end bullying?



These are just some questions to get us thinking before we begin the #people skills Twitter chat on sustaining people skills. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join us from around the globe this Sunday in people skills anniversary Twitter chat — Jan. 26, 2014 10am ET (Hashtag: #peopleskills) — to explore sustaining people skills and relationships for mutual success.


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

Thanks to all committed community members who participate in our people skills Twitter chats (#peopleskills) and online groups. Special thanks to all the moderators and co-hosts whose generosity and individual perspectives create a collective success. Last, but not least, warm welcome of thanks to all newcomers who join us each week.






Hope you will all join the one year anniversary of People Skills Twitter chat #peopleskills this Sunday Jan. 26, 2014 10am ET/7am PT

Everyone is welcome! We have only one rule in People Skills 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. 26, 2014 to celebrate the one year anniversary of People Skills Twitter Chat (#peopleskills). Topic: Sustaining people skills and relationships.


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™

I invite you to connect with me on Google+, LinkedIn, and Twitter. I welcome your interaction!

©2014 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Conflict Resolution: You Can Stay Calm in Conflict.


As The People Skills Coach™, I am often asked for conflict resolution tips. Most especially — how to stay calm in the midst of verbal conflict.


Although taking a break can be very helpful, sometimes after the break the calm evaporates and the conflict remains. Then what?


There are also times at work when you can’t take a break. Customer service agents, sales account reps, team members working to solve a crisis are often under fixed time demands. How can they stay calm and work toward conflict resolution?

 

Conflict Resolution: Image is the word Rejuvenate.

Conflict Resolution: How to Stay Calm? Image by SweetDreamzDesign via Flickr.

Image by SweetDreamzDesign via Flickr Creative Commons License.

 

Staying Calm for Conflict Resolution

If you find yourself getting anxious in the midst of verbal conflict, these 3 steps will help you.

  1. Hear the fear and need vs. the anger and biting accusation. Behind other people’s anger and accusations, there is always a fear and/or need. Let your mind focus on finding the real issue. Hear other people’s fear to get out of fight/flight mode and into conflict resolution.
  2. When I first hear other people’s anger, I quietly ask myself …

    • Where is their fear or pain? How can I resolve this?
    • Is it that they’ve lost trust?
    • Do they believe worse things are going to follow?
    • Are they under pressure to please someone else?


  3. Know and believe your excellence is in the resolution. Other people’s anger tells your ego you are inferior. You tense up to defend it. The fact is you are not inferior. In truth, your excellence is in your ability to work it out!

  4. Learn more about your natural conflict resolution style. Self-awareness develops the mind’s ability to filter emotion. Knowing your conflict resolution style highlights the triggers you need to manage in order to stay calm. Take the Thomas-Killman Conflict Mode Instrument to learn your style.



Success soars when you can hear the fear and need behind people’s anger, outbursts, and accusations. You will solve the problems and defuse the emotion.

Your potential to turn obstacles into fixes will show everyone that your infinite career potential. You can care for customers. You can collaborate with colleagues. You can break logjams on difficult projects. You can lead others through difficult moments.


No matter how much you fear verbal conflict, you can develop the ability to stay calm. My skills have grown with practice, time, and commitment.


(Of course if you feel the person is going to physically attack, get out. It’s the wise thing to do. I speak in this post about non-physical conflict.)


What growth and success have you had in staying calm? Will you share your story here?



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


What’s next? I invite you to connect with me on Google+, LinkedIn, and Twitter. I am happy to answer your people skills questions for great customer service, employee engagement, teamwork and leading change!

 

Other Posts to Help You:
13 People Skills Tips to Rock w/ Career Success
5 Thoughts to Keep You Calm w/ Angry Customers

©2014 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.

Stop Bullying is Topic of People Skills Twitter Chat – Sunday Jan. 19, 2014 10am ET.

Hashtag: #peopleskills

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

Background on This Special People Skills Chat – Rally to Stop Bullying

Bullying has no place on this earth. Yet it continues. The online People Skills Community will rally this week to explore this topic and we invite you to join in. Let’s use our intellect, hearts, and voices to stop bullying in its tracks.


Stop Bullying - People Skills Community Twitter Chat Logo

People Skills Community Twitter Chat Jan 19, 2014: Rally to Stop Bullying

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


People Skills Twitter Chat – Rally to Stop Bullying

Bullying continues to plague everyday life and it is fitting that our people skills community aid new efforts to stop bullying.

The topic is huge and we have only one hour this week. Perhaps we will return to this topic every few months.


Here are some questions to get us thinking for this Sunday’s online rally to stop bullying!

  • What is your definition of bullying?
  • Where does bullying get its roots?
  • Has society kept bullying alive ?
  • Has bullying increased over the years or are we simply more aware of it?
  • Aggressive and passive aggressive: What is the effect of each?
  • How can we help people who are being bullied?
  • How can we strip bullies of their power?
  • Workplace bullying: How can leaders and managers stop it from happening?
  • How can people skills help stop bullying in its tracks?



These are just some questions to get us thinking before we begin the people skills chat online rally to stop bullying. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join us from around the globe this Sunday in people skills Twitter chat — Jan. 19, 2014 10am ET (Hashtag: #peopleskills) — for our online rally to stop bullying in its tracks.


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

Thanks to all committed community members who participate in our people skills Twitter chats (#peopleskills) and online groups. Special thanks to all the moderators and co-hosts whose generosity and individual perspectives create a collective success. Last, but not least, warm welcome of thanks to all newcomers who join us each week.






Hope you will all join People Skills Twitter chat #peopleskills this Sunday Jan. 19, 2014 10am ET/7am PT for our online rally to stop bullying in its tracks!

Everyone is welcome! We have only one rule in People Skills 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. 19, 2014 in People Skills Twitter Chat (#peopleskills) online rally to stop bullying.


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™

I invite you to connect with me on Google+, LinkedIn, and Twitter. I welcome your interaction!

©2014 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.

Patient Customer Experience: The Great Slam Bam Mammogram?


What do you expect as a patient? I’ve heard some people respond “just cure me and let me go.” To them, a great customer experience is a successful procedure or cure – period.


Patient Customer Experience: Image is the word "BAM".

Patient Customer Experience: Great Threats and Cures Image by: MITLRproductions

Image by MITLRproductions via Flickr creative commons license.


Yet these folks do not represent an overwhelming majority. To many others, a great patient customer experience involves both medical and non-medical aspects of care.

Do healthcare providers — in hospitals, in outpatient test centers, in doctors offices — see it this way? We might think that the healthcare industry believes this. They use scores like HCAHP and Press Ganey to measure the quality of patient customer experience.

Yet there are significant instances of unsatisfactory patient customer experience which say otherwise. Here’s one such story and lessons learned for a great patient customer experience.

Patient Customer Experience: The Great Slam Bam Mammo?


The Story

    I went for my yearly mammogram as I had done every year. My favorite technician at the radiology center had retired. She had top notch technical skills and great empathy and people skills. I went in with an open mind since the center had a professional caring staff at the front desk.


    It was my turn. A technician came out called my name and said, “please come with me.” She guided me into the changing room and said she would be back shortly. My experience was off to a bad start. She hadn’t even introduced herself. When she came back, she simply said, “ready”? I said no. I don’t even know who you are. She stared at me and then claimed repeatedly that she had introduced herself. She then disappeared and a different technician came in. This one introduced herself and ushered me to the mammogram room.


    She clarified a few items on my chart, put me into position, said “BIG SQUISH” and slammed the paddle down on me. The pain was so bad I yelled out “God help me.” She then asked me if I was OK. She told me that most people like to get this over quickly but she could use slower compression on the other side to make it less painful. She also added they had been quite busy lately and had even run out of regular size gowns. She finished with, “I know you liked Flossie and it must be tough for you to adapt to a different technician.”



4 Threats & Cures for Great Patient Customer Experience


My patient customer experience was needlessly painful — physically and inter-personally. Not only did the technician know that slow compressions hurt less, she consciously chose the slam bam approach. She left the impression that she didn’t give a flip about me. BIG SQUISH – I was just another mammogram.

  • Threat #1 – Uniformity. Treating each customer in a uniform way assumes that everyone is the same. How foolish. Cure: Find out how each person wants to be treated inter-personally and respond accordingly.

  • Threat #2 – Rationalizing and Justifying. This technician convinced herself that my negative feedback came from my having to adapt to a new technician — not her poor service. Cure: See all feedback as free learning and growth. Hear what customers are saying; don’t fear it.

  • Threat #3 – Lack of people skills training. People skills for great patient customer experience are not inborn. Cure: Train all healthcare staff on outstanding people skills and customer service. If you have some staff that are great at it, have them mentor those who have yet to learn!

  • Threat #4 – Great Average Metrics. Great customer experience metrics that are averages of all experiences do not spell greatness. In statistics, the average is one of the most volatile measures because it swings widely with extremes. Cure: Use less volatile statistics to measure patient customer experience. Also look past the numbers and listen to actual comments to design patient customer experience.



I will never return to the radiology center noted above. They have lost a loyal customer of five years who had also referred many others there.


Don’t let this happen to your healthcare practice. Make service and people skills a priority. Referrals don’t come just from other healthcare providers and doctors. Patients refer other patients.

Watch your practice soar to greatness with great referrals from your patients who have had great patience customer experience with you!

How do you define a great patient customer experience?



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

Related post:
One Patient Customer Experience Story That Speaks Volumes About Doctors Offices
Is the Average of 32 Questions on HCAHP Score Really a Patient’s Customer Experience?
Radiology Cares: The Untold Story

©2013 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Gratitude in Business – Is It Mainstream?


I recently delivered a keynote to the International Association of Administrative Professionals (IAAP) on appreciation in the workplace. One admin noted that the company she works for abolished the celebration of Administrative Professionals Day.


I could see the hurt in her eyes. It was more than just a slight. To her, it meant, “you don’t matter”.


Gratitude: Image is the word gratitude.

Gratitude: Business Complacency or High Return. Image by Symphony of Love.

Grateful for image by Symphony of love via Flickr Creative Commons License.


To me, it raised the question — why do leaders still shy aware from showing gratitude?


There are signs that gratitude is infiltrating the mainstream of business. We read more and more about brands using heart marketing to connect with customers. Frequent customer programs are designed to show gratitude for customer loyalty.


I caught up with inspirational speaker and sales coach, Dave Moore, to get his take on gratitude. The crux of his view …

“One of the biggest secrets in selling is to show gratitude for the deal. It builds a connection between you and your customer. Customer loyalty is built on gratitude for them being your customer. Loyalty is more important than customer satisfaction. Loyalty only grows through the connection. When a customer feels connected or included, that comes from you being grateful to them for putting their trust in you and your product.”

He offers one strong piece of advice: “Gratitude is an activity not just a response! Actively show gratitude.”

As Dave and I spoke, I saw many parallels between gratitude for customers and gratitude to all involved in the business. Gratitude does not demotivate or make people complacent. It draws people in with greater interest for greater commitment.

Gratitude: The Investment That Pays

Gratitude and appreciation in business — for employees and customers — is a modest humble investment that yields infinite return. So what stops leaders from showing gratitude?

  • Fear of seeming weak. If they thank others, will that say they need others? Well leaders, it’s time to accept the truth. You cannot and don’ t do it alone. So let others know that they matter! It shows your confidence not your weakness.

  • Fear it will make others weak. Some leaders are stuck in the old Theory X — believing that employees are naturally complacent and lazy. Well leaders, the research on gratitude is against you. Showing appreciation to employees doesn’t reduce commitment; it strengthens it.

  • Fear is time wasted. These leaders assume employees are committed since they are being paid a salary. On that basis they believe time spent to show appreciation and gratitude is wasted effort. Well leaders, assuming employees are committed for salary earned, overlooks one important detail. Those employees can also earn a salary someplace else. The result is a talent drain to the highest bidder. Quite a foolish mistake given that gratitude is a no cost way to build commitment and loyalty.



Leaders, here are 6 more reasons why leaders don’t show gratitude. Have you fallen into any of these needless traps?

Even if your leadership doesn’t show gratitude to you, you can break the power of indifference with the infinite power of appreciation. Make gratitude mainstream in business. Make gratitude a daily attitude.


What business results have you seen from gratitude in action?


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

Related Posts:
The Simplest Reason to Show Gratitude to Employees
Be Grateful More Often on Harvard Business Review
Leaders, 12 Worthy Kudos to Spark Employee Engagement

©2013 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Appreciation at Work: Be A Buoy!

Do you feel unappreciated at work? That doesn’t mean people don’t appreciate you. It means they aren’t expressing appreciation to you.


It’s an important distinction. If you believe others don’t appreciate you, you can lose motivation. You can start to question your worth at work. You might even spiral into negativity that hurts other parts of your life. STOP!


Appreciation at Work: Image is the word Resilience

Career Appreciation: Be a Buoy to Be Appreciated

You can stay resilient. Simply learn three things about appreciation at work:

  • When people are most likely to express appreciation
  • What stops them from expressing appreciation
  • How to get more appreciation at work!




Grateful for image by Sweet Dreamz Designs via Flickr Creative Commons License.


Appreciation at Work: When Do People Express It

For many people, appreciation is an emotional response. They don’t appreciate tasks you perform at work. They appreciate you when your actions fill their personal voids.

People are most likely to express appreciation when you help them advance or ease their pain.



People give appreciation when they have a need — personal need — that you fill. Why? Because it is at that point they are aware of their vulnerability and feel the need keenly enough to give appreciation. To get appreciation at work, be a buoy of resilience for others.

9 Reasons Leaders Don’t Express Appreciation at Work

  1. Some people are very uncomfortable expressing positive emotion until your caring actions move them beyond their discomfort.
  2. Some leaders were mentored by leaders who thought emotion was unproductive. They live what they were taught.
  3. The organizational culture is not one of gratitude.
  4. Some leaders live by the old rule: No news is good news. They believe you are being paid to do a job.
  5. They believe that you know you are appreciated because you were hired.
  6. Your leader may be a high introvert who keeps much inside.
  7. Their leader doesn’t express appreciation to them and thus they have no motivation to show appreciation to you.
  8. Some people are intrinsically motivated and need little appreciation. They assume everyone is like them.
  9. Leaders who are high drivers focus on end results to the exclusion of everything else.


Appreciation at Work: Be a Buoy!
Use your natural talents and interests to do for others what they can’t or don’t like to do.

    Complete your boss. An executive admin reported to me that her boss hates to write. She loves to write. He gives her his key thoughts and she writes the document or presentation. He appreciates it and says so! She is his buoy!


    Lift up your teammate. Teammates empathize with a teammate struggling with a serious personal life issue and fill the void when that teammate is not at work. They buoyed their teammate. The teammate expressed sincere appreciation.


    Share your talents regardless of your title. One woman reported she is always good in a crisis. She’s a pressure player as the old saying goes. Now people turn to her at crunch time. She is a buoy! She receives appreciation at work for this even though she is not the official leader.



During a recent keynote, I said…


Instead of seeking appreciation for your tasks and job function, get appreciation at work for your natural talents.


Someone replied … That still means they don’t value our job function.


I replied … they may well value your job function yet not express their appreciation. Also job functions can become extinct. Your talents don’t and won’t.

Appreciation at Work: Image is a quote value of working together.

Career Appreciation: Be a Buoy to Be More Appreciated at Work




It’s far better to rely on your talents to be appreciated than on a job function whose value changes with time.


Be a buoy. Support others. Make them resilient. Keep them afloat. Fill the void with your talents. This is how you will get appreciation at work.

What talents do others appreciate in you? Share your story here to help others!



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


Related Posts:
25 Incredible Talents That Get Appreciated at Work
Leaders, Employee Engagement is Uniquely Personal

©2013 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Superior Customer Service: Think Care Not Guilt


I hear some customer service reps, agents, and analysts — even leaders — say that you shouldn’t “We’re sorry” to customers because it means “we’re guilty.” There is even one consultant who has written a book with this same idea. This is a dangerous mistake. It’s a myth.


Sorry doesn’t mean guilty. It means we care. In fact if we are thinking about who’s guilty, we aren’t even in the zone of delivering superior customer service and customer experience.


Don’t picture this …


Superior Customer Service: Image is words Mea Culpa

Superior Customer Service: Sorry Doesn’t Mean Guilty Image via Istock.com





Picture this …


Superior Customer Service: Image is Balloons w/ Sorry Words Celebrating!

Superior Customer Service: Sorry Means We Care!

Grateful for both images from Istockphoto.com.


Superior Customer Service: Think Care, Not Guilt!

Superior customer service is never about guilt. It’s about responsibility, desire, and passion to serve and to care.

  • Sorry doesn’t mean guilty. When we offer condolences at a funeral, it doesn’t mean we are guilty. Sorry is one of the many ways to express empathy. We’re sorry for your _________ doesn’t mean we’re guilty of it.

  • When customers are upset we are responsible (not guilty) for the less than satisfying experience they had. Let’s make it incredibly great. Studies show that outstanding service recovery skills often create some of the most loyal customers! Many customers believe that some mistake is bound to happen and they are wowed by great empathy and service recovery skills.

  • Thinking that sorry means guilty says we are thinking of ourselves instead of the customer. We have misinterpreted the customer’s outburst as an accusation against us. It isn’t! Customers want care and resolution. Let’s give them unadulterated full out “we’re sorry” care and full commitment to resolve.

  • Customers can get upset for many reasons. Don’t analyze whether they are valuable reasons or who’s at fault. This is wasted time and effort. Don’t play neutral either. Go all the way and show them true empathy! Empathize emotions don’t analyze them.

  • Humility is not humiliation. Humility allows us to put the customers emotional needs ahead of ours. We are the professionals. This is not humiliation which is the driving emotion behind the guilty/sorry debate. The debate is useless. It sidetracks us from the main goal — delivering superior customer service and retaining that customer.

  • Live with accountability not blame. We are responsible for delivering superior customer experience. This is a far cry from being guilty when we miss the mark.



Remember, if customers are talking to us, they’re interested in our business! We have a chance to show we care. A chance to wow. Don’t blow this chance by withholding empathy. Give a caring “we’re sorry”. It’s not a shameful “we’re guilty.”


Be glad to apologize if customers have less than a stellar experience. It is a chance for us to reaffirm commitment with true empathy. It’s a chance to show just how much we care about them.


Short 2 minute video with inspirational message for leaders and teams to deliver superior customer experience!


Turn away from the guilt mindset. It doesn’t belong in superior customer service. Thinking of guilt stops us from doing just that.

Re-frame the discussion. Create a customer centric culture of superior customer service and the ultimate success through care. It’s easily doable and very valuable!


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

Related Post:
Leadership: Breed Accountability Not Blame
Superior Customer Service: 5 Ways to Stay Calm AND Caring w/ Upset Customers

©2013 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. 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

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