empathy

People Skills & education is our people skills chat topic this Sunday.

WHEN/WHERE: Join us Sunday October 19, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



People Skills & Education: The Connection

People skills bring people together. In this week’s chat we explore the influence that people skills can have in education. Educators and trainers have influence on others yet it may be a different type of influence than parents of children or leaders in business. Does that mean educators must use different people skills, people skills in a different way, or no change at all?


Joining me as co-hosts are educators Angela Maiers and Starr Sackstein.


People Skills & Education.  Image is People skills logo

People skills & Education: Image by KimbManson for Kate Nasser. All rights reserved.

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

People Skills & Education – Influence in Action

JOIN us Sunday at 10am ET in #peopleskills Twitter chat to discuss people skills & education.

Some questions to get us thinking in advance:

  • OPINION: Should educators seek to mold students or simply teach?
  • To teach is to awaken the mind and heart. How do educators do this?
  • What educator influenced and molded who you are today?
  • How do educators develop their influence with students?
  • How can parents and business leaders help educators?
  • What people skills are most critical in education?
  • What do you do with students who don’t want to work with others?
  • How can you influence students to stop bullying?
  • When do educators lead? When do they teach?
  • What should educators do to prepare students for successful interactions at work?

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



So bring your personal perspective, your experience, a beverage, and join the community on Sunday October 19, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills chat on people skills & education.


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 my co-hosts this week Angela Maiers and Starr Sackstein and to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

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






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday October 19, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience on people skills & education.

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. October 12, 2014, 10am EDT in our People Skills Global Twitter Chat about people skills & education.

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.

Superior Customer Service: Think Care Not Guilt


I hear some customer service reps, agents, and analysts — even leaders — say that you shouldn’t say “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. The problem is, it is simply not true. It’s a myth and a costly mistake to make.


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 with us, we are responsible (not guilty) for the less than satisfying experience they had. Let’s not back away or defend ourselves. Let’s make it an incredibly great moment that customers will remember. 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. Give them an unadulterated full out “we’re sorry”. Give them full commitment to resolve the issue and loads of care.

  • Customers can get upset for many reasons. Don’t analyze whether they are valid reasons. Don’t analyze who’s at fault. Don’t act neutral. All of these are wasted time and effort. 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 — the driving emotion behind the guilty/sorry debate. The debate is useless. It sidetracks us from the main goal of delivering superior customer service, memorable customer experience, and retaining the customers.

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



Remember, if customers are complaining to us, they’re still 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.”


Apologize to customers if they had a less than 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. It’s a chance to improve our business and wow the customers even more.


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


Replace guilt with care. Guilt doesn’t belong in superior customer service. Care does. Create a customer-centric culture that brings them back for more.


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

Related Post:
Leadership: Breed Accountability Not Blame
24 Customer Service Tips That Make Loyalty Easy
Superior Customer Service: 5 Ways to Stay Calm AND Caring w/ Upset Customers

©2013-2014 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.

Stop School Bullying is People Skills Twitter Chat Rally – Sunday Oct. 5th 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 People Skills Chat – Rally to Stop School Bullying

Once each quarter we dedicate our #Peopleskills global Twitter chat hour to the Stop Bullying cause. Last time, we focused on workplace bullying.

In this rally, we use our intellect, hearts, and voices to stop school bullying in its tracks. Please spread the word and invite others to join us on Twitter Sunday Oct 5th 10am ET using Hashtag: #peopleskills.


My wonderful co-host for this event is Tom Rhodes, father of four children, working to create a better social environment. Tom has written a new blog post: Stop Bullying: Choose to Make a Difference! Read and share his touching post with your schools, families, educators, and friends and of course, join us for this rally.


Stop School Bullying. Image is People skills logo

Stop School Bullying. 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 – Rally to Stop School Bullying

Bullying continues to plague everyday life and it is fitting that our people skills community continue its efforts to stop bullying. This time we turn our focus, hearts, and minds to stop school bullying.



Here are some questions to get us thinking in advance …

  • What is your definition of bullying?
  • Where does school bullying get its roots? What are the causes?
  • Why does this issue persist?
  • Aggressive and passive aggressive bullying: What is the effect of each?
  • What are some key ways to prevent school bullying?
  • How do you handle a situation where kids/teens are being bullied?
  • How can we get kids and teens to let others know if they are being bullied? Why do they not tell adults?
  • How can kids/teens stop school bullies? Or is it purely an adult role to do this?
  • What role do educational and societal values play in fueling or stopping school bullying?
  • How can people skills stop school bullying? What skills are most important?


Final versions of these questions will post live during the chat. If you cannot attend this Sunday at 10am ET and want to schedule some responses to these questions, please use hashtag #peopleskills so the tweets will show up in the chat room. Feel free to add other relevant hashtags as you see fit.


We have one rule in People Skills Chat: Respect even when we disagree.


So bring your caring heart, your focus, and your favorite beverage, and join us from around the globe this Sunday in people skills global Twitter chat — Oct. 5th, 2014 10am ET (Hashtag: #peopleskills) — our online rally to stop school bullying.


I also invite you to continue this chat by joining our Google+ People Skills Community, our Facebook Group People Skills That Really Matter and our LinkedIn Group People Skills Succeed to contribute and learn 24×7. Get your people skills community member badge here.



Shout Outs of Gratitude

Continued thanks to generous people skills community moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time, generosity, insight, and contributions.




Thanks to all committed community members who participate in our people skills global Twitter chats (#peopleskills) and online groups. Last, but not least, a warm welcome to newcomers who continue to join our community.






Hope you will all join People Skills global Twitter chat #peopleskills this Sunday Oct. 5th, 2014 10am ET/7am PT for our online rally to stop school bullying!







How to Participate
If you have never been in a Twitter chat, you may find it helpful to log on to Tchat.io, Tweetchat.com or Twubs.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 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. Oct. 5th, 2014 10am ET in People Skills global Twitter Chat (#peopleskills), for our online rally to stop school 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™

©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.

Celebrating & Honoring People is our people skills chat topic this Sunday in honor of Labor Day weekend.

WHEN/WHERE: Join us Sunday Aug. 31, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Celebrating & Honoring People! Image is People skills logo

Celebrating & Honoring People. Image by KimbManson for Kate Nasser. All rights reserved.

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

Celebrating & Honoring People on Labor Day Weekend

“Following the deaths of a number of workers at the hands of the U.S. military and U.S. Marshals during the Pullman Strike, the United States Congress unanimously voted to approve rush legislation that made Labor Day a national holiday in 1894; President Grover Cleveland signed it into law a mere six days after the end of the strike.” Source: Wikipedia


Since then we have honored all workers on the first Monday in September.


This brings to my mind the human struggle to matter. Humans want to know that others see them and that they count in some way. It also makes me wonder how this world would be different if every single person — right now — felt that others valued them. Celebrating & honoring people could make a tremendous difference.


I invite you to join me and the entire online People Skills community in #peopleskills global Twitter chat for celebrating & honoring people — everyday people who live and work without fanfare or celebrity.

Some questions to get us thinking about celebrating & honoring people:

  • What is ONE thing you think every person wants?
  • “I get no respect.” ~Rodney Dangerfield Do many people feel this way? Y/N? Why?
  • People get what they ___________________?
  • Do we value leaders/celebrities more than we celebrate non-celebrities?
  • How are accommodation and sharing related to celebrating & honoring people, if at all?
  • In this fast paced world, is it possible to see and honor others? How/Why not?
  • In the workplace, how can leaders and managers value the everyday worker more?
  • How can we honor the human need to matter?
  • How would the world be different if every human felt that they mattered?



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



So bring your personal perspective, your experience, a beverage, and join the community on Sunday Aug. 31, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Let your voice ring out during this chat to show every human being they matter!


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 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 people skills community and generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday Aug. 31, 2014, 10am EDT/7am PDT in celebrating & honoring people to show them they matter.

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. Aug. 31, 2014, 10am EDT in our People Skills Global Twitter Chat on celebrating & honoring people.

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.

Seeing Inside Others is our people skills chat topic this Sunday.

WHEN/WHERE: Join us Sunday Aug. 17, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Seeing Inside Others for Stronger Connection

The events of this week inspired Tom Rhodes to write this special blog post: What’s on the Inside? His post inspires our people skills chat this Sunday.


Seeing Inside Others. Image is People skills logo

Seeing Inside Others. Image by KimbManson for Kate Nasser. All rights reserved.


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

Seeing Inside Others

In every aspect of our lives — at home and at work — we interact with many people. How well do we get to know them? Do we see only what we want to see? In the process, do we burden them with our expectations? Much to explore on this topic.

Some questions to get us thinking in advance of Sunday’s #Peopleskills Twitter chat:

  • Seeing inside others — is it possible?
  • What more would you want to know about others — beyond the surface?
  • Do people block others from seeing inside of them? Why?
  • How do cultural & childhood messages block seeing inside others?
  • How do we move from analyzing others to supporting others? Do you want to?
  • How can a balanced view of life and others benefit you?
  • Showing pain – is it accepted in society?
  • “Laugh and the world laughs w/ you. Cry and you cry alone.” What’s the effect of this message?
  • What fears, if any, stop us from seeing inside others? Does deep emotion and vulnerability scare us?
  • Do we worship strength and disdain vulnerability?
  • Why don’t we see inside others more often?
  • How can we learn to be more supportive without becoming co-dependent?



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



So bring your personal perspective, your experience, a beverage, and join the community on Sunday Aug. 17, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills chat about seeing inside 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 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 Tom Rhodes for the inspiration for this chat. Continued thanks to the people skills community and generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday Aug. 17, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience on seeing inside others.

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. Aug. 17, 2014, 10am EDT in our People Skills Global Twitter Chat about seeing inside others for stronger connection.

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.

Leadership and Friendship: Is it possible?

WHEN/WHERE: Join us and share your view Sunday June 29, 2014 in Twitter chat at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Leadership and Friendship: Possible? Tricky? Easy?

Leadership and friendship has been labelled a touchy subject for a long time. Some claim it shouldn’t be a goal. Others say it is ill-advised. Still others say it is the key to employee engagement and deep commitment.

We take on this highly charged topic in our upcoming global Twitter #Peopleskills chat June 29th 10am EDT.


Leadership and Friendship: Image is People skills logo

Leadership and Friendship. Image by KimbManson for Kate Nasser. All rights reserved.


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

Leadership and Friendship: Would you like it?

I recently wrote a blog post on the leadership and friendship quandary and the comments were quite diverse. I even received private emails about the risks and public remarks about the benefits. From that I realized it would be a very interesting and valuable topic for our people skills community!

I am so looking forward to hearing your views. Some questions to get us thinking in advance:

  • How do you define friendship?
  • How do you define the essentials of leadership?
  • Where is the overlap between leadership and friendship?
  • Why is there such concern and even distress about combining leadership and friendship?
  • Would you want to be friends with your leader? Why/why not?
  • What could leaders and teams achieve or lose if they were friends? Pls. explain.
  • What are some of the specific difficulties of combining leadership and friendship?
  • When you get promoted to lead your former teammates, can you be friends too? Why/why not?
  • How do culture and generational differences play into this issue if at all?
  • How would people skills help/hinder leadership and friendship?



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



So bring your personal perspective, your experience, a beverage, and join the community on Sunday June 29, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills chat on leadership and friendship.


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 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 chat moderators who generously donate their time week after week: Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday June 29, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience on leadership and friendship.

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. June 29, 2014, 10am EDT in our People Skills Global Twitter Chat to explore leadership and friendship.

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.

Customer Experience Superstars: Are You Ready to Be One?


For years I’ve had the honor of inspiring customer service and customer experience professionals to be superstars.

Super stardom starts with desire. The actions that create a marvelous customer experience come from the thirst to celebrate the customers.

Customer Experience Superstars: Image is gold stars.

The Celebratory Give & Take of Customer Experience Superstars!! Istock Image.





Superstars shine through customer success.


They engage in the celebratory give and take of customer care.


Their leaders inspire this desire daily and guide efforts to service excellence.




Image licensed from Istock.com

The desire launches through inspiration, takes shape in beliefs, sustains with commitment, develops through actions, and is honed with daily practice.



Are you and your teams ready to be customer experience superstars?





Customer Experience Superstars: Here’s What to Give & Take


    #1 Give your attention. To what customer trust truly means. To the customers themselves. To the customers’ human needs as well as the tactical requests. To the details of execution without turning the details into the destination. The destination is a great customer experience. The mission is the customer care to get there.


    #2 Give your listening. For what the customer perceives and is trying to achieve. Customer experience superstars celebrate the input to create output. The destination is a great customer experience. The mission is harmony with the customer to get there.


    #3 Give your empathy. It is the essential connection to customer trust. Empathy is feeling what the customer feels. It is not limited to comforting them in negative situations. It is the underpinning of great design. It crafts customer friendly policies. It puts you and the customer in community. It solves actual customer problems. The destination is a great customer experience. The mission is empathy with the customer to get there.


    #4 Give your heart. Customers judge commitment and establish trust through the heart. Heart is visible in the quality of products and services. It is authentic. It shows through the design and delivery. It elevates the spirit as it meets a tangible need. Heart transforms a great idea or invention into sublime success and profit for both. The destination is a great customer experience. The mission is giving your heart and authenticity to the customer to get there.


    #5 Give your objectivity. Objectivity unsticks people from tunnel vision. It creates new roads to success. It questions the obvious to uncover the obstacle and discover the answer. It preserves your professionalism in tough times and serves the customer well. The destination is a great customer experience. The mission is using your objectivity with heart to get there.


    #6 Give your balance. Balance creates a valuable human connection with the customer. Balance feels good. It draws customers back to you and the comfort. It impresses customers with your ability to see the big picture before they complain. It is not the extreme enforcement of a rigid policy. It is the design and use of procedures as guidelines that enable marvelous service. The destination is a great customer experience. The mission is keeping your balance to get there.


    #7 Give your ease. There is one thing that every customer wants and that is ease! Ease of interacting with you. Ease of using your website. Ease of getting information. Ease of making a decision. Ease of use. Ease of purchase. Ease of meeting their specific needs through you. The destination is a great customer experience. The mission is making it easy for the customers to get it.


    #8 Give your flexibility. Large organizations often struggle with this. They design a complex structure to preserve quality yet these become rigid processes that instill fear of flexibility. Customer experience superstars like Zappos, Nordstrom, Ritz-Carlton have conquered that fear. They plan and manage for success yet don’t let the plan kill the customer experience. The destination is a great customer experience. The mission is conquering the fear of flexibility to get there.


    #9 Give your knowledge and insight. In the mobile sea of Web based information, customers still value perspective, experience, and insight. Anyone can look up a list of restaurants for their vacation spots. Front desk superstars and concierges can filter that list and tailor it for the customers. The destination is a great customer experience. The mission is expert tailoring for a wonderful customer fit!


    #10 Give your solutions. Delivery with care is the mecca of a great customer experience and what customer experience superstars do so well. Solutions that hit the mark leave a lasting memory. It takes both vision and tremendous cross teamwork. It takes true customer focus to overcome the security of internal bureaucracy. The destination is a great customer experience. The mission is the teamwork, urgency, and follow-through to get there.


    #11 Give your professionalism. Professionalism is loving the feeling of caring for others. With customer experience superstars, it supersedes frustration, impatience, and envy. It puts a positive tone into every word. It holds the customer’s best interest in equal weight to the company’s goals. It defines the superstar’s work identity and sustains the long term customer relationship. The destination is a great customer experience. The mission is professionalism to get there.






Be Customer Experience Superstars!

Find and Take …

  • Pride in your service; it is not servitude.
  • Note of your growth; it is not an easy road.
  • Comfort in the comfort you provide.
  • Strength in your teams’ collective talents.
  • Every opportunity to wow the customer.



Customer experience superstars celebrate what they contribute to the customer’s success. They take extra care and pride in doing it.


Be customer experience superstars. Shine through the customers’ achievements. Be instruments to their success. Get set and be ready for mission possible!


Leaders, how are you inspiring and developing customer experience superstars?



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

Related Posts:
Business Leadership: Who Are Your Customers’ Advocates?
Rapport is the Artery to the Heart of Trust for Super Customer Experience
Leaders, Are You All Attitude Ready?

©2012-2014 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 Spring Cleaning – JOIN Us to Polish ‘Em Up!

WHEN/WHERE: Join us Sunday June 15, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



People Skills Spring Cleaning

Keeping our people skills fresh and alive keeps our relationships sparkling with energy. Whether it’s at work or at home, we maintain great interactions when we regularly clean up our attitudes and behaviors with others.



People Skills Spring Cleaning. Image is People skills logo

People Skills Spring Cleaning. Image by KimbManson for Kate Nasser. All rights reserved.

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

People Skills Spring Cleaning – Refresh Your Spirit!

Let’s dust off the cob webs and chase away the dust bunnies from our people skills. As we meet new people and face new situations with existing connections, our polished up people skills impress and foster great interactions.


Some questions to get us thinking in advance:

  • What people skills have you recently polished up?
  • How does it help to do a people skills spring cleaning checkup on your annual goals?
  • When has a leader’s people skills spring cleaning helped you?
  • Which leadership people skills should we keep polished? Why?
  • How have people skills helped you create a clean slate?
  • What dust bunnies of old ideas about people should we sweep away from our lives?
  • How can we find the cobwebs that trap our people skills in the past?
  • What events have spurred you to clean up your people skills?



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

So bring your personal perspective, your experience, a beverage, and join the community on Sunday June 15, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills spring cleaning.


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






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday June 15, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience in our first people skills spring cleaning.

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. June 15, 2014, 10am EDT in our People Skills Global Chat on Twitter as we do our first people skills spring cleaning.


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.

Mother’s Day People Skills Chat: Mothers, Leadership & Inner Strength

WHEN: Join us Sunday May 11, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Mother’s Day People Skills Chat: Mothers, Leadership, Inner Strength

We often think of mothers as nurturing and warm. Yet they are also pillars of inner strength who lead little infants to develop into adults.

In honor of mothers, we will explore leadership and inner strength in a special Mother’s Day People Skills Chat Sunday May 11, 2014, 10am EDT.



Mother's Day People Skills Chat.  Image is People skills logo

Mother’s Day People Skills Chat on Mothers, Leadership, & Inner Strength. Image by KimbManson for Kate Nasser. All rights reserved.

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

Mother’s Day People Skills Chat: Leadership & Inner Strength

What leadership do mothers show and what have they taught about leadership with their strengths?

Some questions to get us thinking in advance:

  • What words would you use to describe the unique leadership that mothers use?
  • How do mothers combine leadership and nurturing?
  • Mothers lead to empower. Agree/Disagree?
  • Exactly how does inner strength impact mothers and their leadership?
  • When do mothers use their inner strength to help those outside their families?
  • How do mothers develop inner strength in their children?
  • What have mothers taught us about finding and developing great connections?
  • How would the world be different if more mothers were leading countries?
  • What can business leaders learn from mothers’ leadership?
  • What is your mother’s people skills legacy?



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

There is so much to explore about mothers, leadership, and inner strength! So bring your personal perspective, your experience, a beverage, and join us Sunday May 11, 2014, 10am EDT in Mother’s Day People Skills Chat on Twitter (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 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 to the community and chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer.






Hope you will all join our special Mother’s Day People Skills Chat on Twitter (#peopleskills) this Sunday May 11th, 2014, 10am EDT/7am PDT on mothers, leadership, and inner strength.

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. May 11, 2014, 10am EDT in our Mother’s Day People Skills Chat on Twitter as we discuss mothers, leadership, and inner strength.


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.

Nonverbal Communication Cues: Explore in Our People Skills Twitter Chat

WHEN: Join us Sunday May 4, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Nonverbal Communication Cues

There is much we communicate in non-verbally. Some studies claim that over 50% of the message is in the nonverbal cues. Regardless of the metric, we can each attest to the impact of nonverbal communication cues in our relationships.

So please join us Sunday May 4, 2014, 10am EDT in #peopleskills global Twitter chat to delve into nonverbal communication. My co-host for this topic is Andrea Sanchez. Andrea is a writer/editor with over 20 years of communications experience. A leadership enthusiast, her passion includes interpersonal communications.



Nonverbal Communication: Image is People skills logo

People Skills Chat Topic is Nonverbal Communication. Image by KimbManson for Kate Nasser. All rights reserved.

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


The Effects of Nonverbal Communication

How good are you at reading nonverbal communication cues? Some say they are very good at it. They feel it. Others find it an incredible mystery and a source of frustration. We will demystify it in our global #peopleskills Twitter chat.

Some questions to get us thinking in advance:

  • What role does body language play in interactions — especially in global relationships?
  • Is reading nonverbal communication cues something you learn or is it inborn?
  • When and how does nonverbal communication impact you the most?
  • Is it possible to communicate without body language or is it always there?
  • How does nonverbal communication enhance or limit leadership?
  • Is the meaning of nonverbal communication always in the eye of the beholder? If yes, how does that make you feel?
  • How do intuition, empathy, and emotional intelligence affect nonverbal communication?



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

There is so much to explore about nonverbal communication! So bring your personal perspective, your experience, a beverage, and join us this Sunday May 4, 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 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 Andrea Sanchez, this week’s co-host, and 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 May 4th, 2014, 10am EDT/7am PDT to demystify nonverbal communication.

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. May 4, 2014, 10am EDT in People Skills Twitter Chat as we explore nonverbal communication cues.


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.

Strength of Grace: People Skills Twitter Chat Topic This Sunday

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


Time converter:
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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


Time converter:
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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


Time converter:
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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


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



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.

 

 

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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.

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.

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