Impact Today™
Sunday, December 21, 2008
The prisoner
The police officer stopped a driver going too fast on Main Street.
“Officer, let me explain,” said the hurried motorist.
“Tell it to the judge,” was the officer’s reply.
The driver persisted in trying to explain and the officer held firm to not allowing him to do so. Finally the persistence got on the officer’s nerves.
“You’re going to jail to cool off,” the officer proclaimed while handcuffing the driver.
After a couple of hours at the jail the officer decided to talk to his swift prisoner.
“The judge should be here soon,” the officer informed speedy. “He’ll be in a good mood because his daughter is getting married today.”
“I do think he’s going to be in a good mood,” the prisoner replied.
“How would you know?” asked the officer.
“I’m the groom.”
Life Lesson: always listen – it saves embarrassment.
The police officer stopped a driver going too fast on Main Street.“Officer, let me explain,” said the hurried motorist.
“Tell it to the judge,” was the officer’s reply.
The driver persisted in trying to explain and the officer held firm to not allowing him to do so. Finally the persistence got on the officer’s nerves.
“You’re going to jail to cool off,” the officer proclaimed while handcuffing the driver.
After a couple of hours at the jail the officer decided to talk to his swift prisoner.
“The judge should be here soon,” the officer informed speedy. “He’ll be in a good mood because his daughter is getting married today.”
“I do think he’s going to be in a good mood,” the prisoner replied.
“How would you know?” asked the officer.
“I’m the groom.”
Life Lesson: always listen – it saves embarrassment.
Labels: Anecdote, Communication
¶ 12/21/2008 0 Comments Links to this post
Friday, December 19, 2008
The bad bread
While enjoying a quiet dinner with my wife at a fancy restaurant I was shocked when I reached to cut a slice off a supposedly fresh-baked loaf of bread. It was extremely hard.
I beaconed to the waitress.
“This bread is bad!” I told her.
She immediately picked up the loaf, slapped it, and placed it back on the cutting board.
As she walked away she said, “If it gives you any more trouble let me know.”
Life Lesson: Even at nice restaurants a little customer service training would be in order.
While enjoying a quiet dinner with my wife at a fancy restaurant I was shocked when I reached to cut a slice off a supposedly fresh-baked loaf of bread. It was extremely hard.I beaconed to the waitress.
“This bread is bad!” I told her.
She immediately picked up the loaf, slapped it, and placed it back on the cutting board.
As she walked away she said, “If it gives you any more trouble let me know.”
Life Lesson: Even at nice restaurants a little customer service training would be in order.
Labels: Anecdote, Attitude, Communication
¶ 12/19/2008 0 Comments Links to this post
Monday, December 15, 2008
The party
For her daughter’s tenth birthday a lady had gone all out. The caterer and band had both arrived, but the clown was late.
Two homeless men saw the party and decided to capitalize on the celebration. They approached the mother asking for a handout. Not one to give an unearned handout, she told them she would feed them if they would just chop one wood in the backyard.
They accepted.
The mother began to clean up as the party neared its end with the clown still missing. Looking out the window she sees that one of the homeless men is dancing and doing cartwheels and back flips in the backyard.
She went to them offering to pay them if they would do the dancing and acrobatics again for the children.
“Let me ask my friend,” he told the lady before turning around and yelling, “Jack, she says she’ll pay you $50 if you chop off another toe.”
Life Lesson: Try to know what you’re asking for in advance.
For her daughter’s tenth birthday a lady had gone all out. The caterer and band had both arrived, but the clown was late.Two homeless men saw the party and decided to capitalize on the celebration. They approached the mother asking for a handout. Not one to give an unearned handout, she told them she would feed them if they would just chop one wood in the backyard.
They accepted.
The mother began to clean up as the party neared its end with the clown still missing. Looking out the window she sees that one of the homeless men is dancing and doing cartwheels and back flips in the backyard.
She went to them offering to pay them if they would do the dancing and acrobatics again for the children.
“Let me ask my friend,” he told the lady before turning around and yelling, “Jack, she says she’ll pay you $50 if you chop off another toe.”
Life Lesson: Try to know what you’re asking for in advance.
Labels: Anecdote, Communication
¶ 12/15/2008 0 Comments Links to this post
Friday, December 12, 2008
Cleaning the elevators
To start out the new office building employee with a seemingly simple task, the supervisor requested the building’s elevators be cleaned. The supervisor did not see the employee again and assumed the job was not a good fit and the employee had left without giving notice.
Several days later the supervisor was on the 20th floor and saw the new employee waiting for the elevator, cleaning supplies in hand.
“Sorry, it is taking so long to get the elevators cleaned,” the employee apologized, “I’ve cleaned both elevators on each of the lower thirty floors and only have a few floors to go. I would be done, but sometimes I have to wait a long time for the door to open.
Life Lesson: it is beneficial to check progress before work has progressed too far.
To start out the new office building employee with a seemingly simple task, the supervisor requested the building’s elevators be cleaned. The supervisor did not see the employee again and assumed the job was not a good fit and the employee had left without giving notice.Several days later the supervisor was on the 20th floor and saw the new employee waiting for the elevator, cleaning supplies in hand.
“Sorry, it is taking so long to get the elevators cleaned,” the employee apologized, “I’ve cleaned both elevators on each of the lower thirty floors and only have a few floors to go. I would be done, but sometimes I have to wait a long time for the door to open.
Life Lesson: it is beneficial to check progress before work has progressed too far.
Labels: Anecdote, Communication, Orientation
¶ 12/12/2008 0 Comments Links to this post
Thursday, December 11, 2008
The cup
Have you ever been in a location where you unexpectedly were confronted with parking meters? This was an embarrassing moment for a couple of my buddies.
They were trying to make it a client meeting at a downtown coffee shop forgetting the spaces were metered.
“Stay here to watch for the police while I run inside to get some change,” said one.
While the other waited outside a street person approached him asking for spare change.
“I’m actually waiting for some right now myself," he said
The beggar looked surprised and leaned in to whisper, “You’re not going to get anything unless you get a cup.”
Life Lesson: sometimes you appear to be something you are not.
Have you ever been in a location where you unexpectedly were confronted with parking meters? This was an embarrassing moment for a couple of my buddies.They were trying to make it a client meeting at a downtown coffee shop forgetting the spaces were metered.
“Stay here to watch for the police while I run inside to get some change,” said one.
While the other waited outside a street person approached him asking for spare change.
“I’m actually waiting for some right now myself," he said
The beggar looked surprised and leaned in to whisper, “You’re not going to get anything unless you get a cup.”
Life Lesson: sometimes you appear to be something you are not.
Labels: Anecdote, Communication
¶ 12/11/2008 0 Comments Links to this post
Monday, December 8, 2008
Doctor's orders
Sam felt good when his physical was completed. “Not bad for an eighty year old man,” he thought to himself.
A few days later the doctor gazed out the window and saw Sam walking down the street with a beautiful young woman holding onto his arm.
The doctor called Sam that night to give him the results from a couple and tests and mentioned the Sam’s gorgeous companion.
“I’m just following your orders, doc,” Sam explained. “You told me to get a hot mamma and be cheerful.”
“No, no, no,” replied the doctor.
What had the doctor ordered? Click here to find out.
Sam felt good when his physical was completed. “Not bad for an eighty year old man,” he thought to himself.A few days later the doctor gazed out the window and saw Sam walking down the street with a beautiful young woman holding onto his arm.
The doctor called Sam that night to give him the results from a couple and tests and mentioned the Sam’s gorgeous companion.
“I’m just following your orders, doc,” Sam explained. “You told me to get a hot mamma and be cheerful.”
“No, no, no,” replied the doctor.
What had the doctor ordered? Click here to find out.
Labels: Anecdote, Communication
¶ 12/08/2008 0 Comments Links to this post
Friday, November 28, 2008
After the arguement
John was telling George about the argument he had had with his wife the night before.
“But I held my ground,” John stated.
“Oh, really,” replied George.
“Yep! Before long she was crawling to me on her hands and knees."
"What did she say?" George inquired.
"She said, 'Come out from under that bed, you coward!"
Life Lesson: Perception changes in the context of the facts.
John was telling George about the argument he had had with his wife the night before.“But I held my ground,” John stated.
“Oh, really,” replied George.
“Yep! Before long she was crawling to me on her hands and knees."
"What did she say?" George inquired.
"She said, 'Come out from under that bed, you coward!"
Life Lesson: Perception changes in the context of the facts.
Labels: Anecdote, Communication
¶ 11/28/2008 0 Comments Links to this post
Tuesday, November 18, 2008
Miscommunication in the elevator
Here is a cute clip illustrating the need to understand the subject of a conversation before the conversation goes too far.
Labels: Communication, Video
¶ 11/18/2008 0 Comments Links to this post
Monday, November 3, 2008
The distraught widow
At 95 years old Wilma had lived a good, long life. Yet her life changed dramatically just two months ago when her husband, Alfred, died. She could no longer wake up alone each day or find enjoyment in her new, solitary lifestyle.
Wilma decided it was time to join her husband in death. She reached between the mattresses where Alfred had kept a gun in case of a late-night robber. Tears in her eyes, Wilma wrote a brief note to her children before pointing the gun at her broken heart.
As her finger felt the cold steel of the trigger, Wilma thought, “Wait, what if I only wound myself. I could become a vegetable and be a horrible burden to my children.”
She decided to call her doctor to find out exactly where the heart was located. The nurse told her a woman’s heart is just below her left breast.
Assured she would be successful in ending her misery, Wilma once again pointed the barrel at where she now knew the heart to be located.
Neighbors heard the shot ring out and ran to her help her. Luckily they were in time to rush her to the hospital where doctors were able to mend her wound.
To find out what had gone wrong, click here.
At 95 years old Wilma had lived a good, long life. Yet her life changed dramatically just two months ago when her husband, Alfred, died. She could no longer wake up alone each day or find enjoyment in her new, solitary lifestyle.Wilma decided it was time to join her husband in death. She reached between the mattresses where Alfred had kept a gun in case of a late-night robber. Tears in her eyes, Wilma wrote a brief note to her children before pointing the gun at her broken heart.
As her finger felt the cold steel of the trigger, Wilma thought, “Wait, what if I only wound myself. I could become a vegetable and be a horrible burden to my children.”
She decided to call her doctor to find out exactly where the heart was located. The nurse told her a woman’s heart is just below her left breast.
Assured she would be successful in ending her misery, Wilma once again pointed the barrel at where she now knew the heart to be located.
Neighbors heard the shot ring out and ran to her help her. Luckily they were in time to rush her to the hospital where doctors were able to mend her wound.
To find out what had gone wrong, click here.
Labels: Anecdote, Communication
¶ 11/03/2008 0 Comments Links to this post
Monday, October 20, 2008
President Taft’s pants
Legend has it that President Taft once held a Washington reception for important members of the military, government officials, and leading Washingtonians.
As was customary, a reception line formed when the President entered the room.
The president’s tailor was quite surprised by the President. As Taft shook his hand he said, “You look familiar to me I’m having trouble placing you.”
“Mr. President,” said the tailor, “I made your pants.”
“Oh, yes, yes, why how do you do Major Pants?” said Taft.
Life Lesson: The matter how successful you are it’s embarrassing when you don’t know who works for you.
Legend has it that President Taft once held a Washington reception for important members of the military, government officials, and leading Washingtonians.As was customary, a reception line formed when the President entered the room.
The president’s tailor was quite surprised by the President. As Taft shook his hand he said, “You look familiar to me I’m having trouble placing you.”
“Mr. President,” said the tailor, “I made your pants.”
“Oh, yes, yes, why how do you do Major Pants?” said Taft.
Life Lesson: The matter how successful you are it’s embarrassing when you don’t know who works for you.
Labels: Anecdote, Communication, Leadership
¶ 10/20/2008 0 Comments Links to this post
Monday, September 22, 2008
Testing the Windshields
Two famous experiments were conducted several decades ago to test the strength of windshields used for aircraft and train engines. The first was handled by Engineers at a major aerospace company. They were tasked to document the effects of birds hitting the windshields of aircraft on take-off and landing. The study was in answer to a continuing problem of birds near airstrips including a couple where geese had caused the windshields to fail, leaving a feathery sight problem for the stunned pilots.
The Engineers designed and built a powerful gun allowing them to shoot dead chickens at the windshields. The simulations were extremely effective in developing the right windshield at the right angle to protect the cockpit crew and stability of the airplanes.
Several industry publications reported the success much to the delight of some Engineers working on a similar project for a train manufacturer. It seem they were experiencing similar problems when trains and geese were having unfortunate meetings at windshield level. After reading about the success, the Engineers working on the train study contacted the plane Engineers seeking the test specifications.
Test after test failed, yet the Engineers at the locomotive company persevered trying to find the right glass and angle for their windshields. Windshield after windshield shattered until the Engineers determined it necessary to seek more help from the plane Engineers.
After reviewing what the train Engineers had done the plane Engineers quickly knew what had gone wrong. They sent a message to the train engineers a four-word message that led to the ultimate success in just a couple of days.
Click here to read the message.
Two famous experiments were conducted several decades ago to test the strength of windshields used for aircraft and train engines. The first was handled by Engineers at a major aerospace company. They were tasked to document the effects of birds hitting the windshields of aircraft on take-off and landing. The study was in answer to a continuing problem of birds near airstrips including a couple where geese had caused the windshields to fail, leaving a feathery sight problem for the stunned pilots.The Engineers designed and built a powerful gun allowing them to shoot dead chickens at the windshields. The simulations were extremely effective in developing the right windshield at the right angle to protect the cockpit crew and stability of the airplanes.
Several industry publications reported the success much to the delight of some Engineers working on a similar project for a train manufacturer. It seem they were experiencing similar problems when trains and geese were having unfortunate meetings at windshield level. After reading about the success, the Engineers working on the train study contacted the plane Engineers seeking the test specifications.
Test after test failed, yet the Engineers at the locomotive company persevered trying to find the right glass and angle for their windshields. Windshield after windshield shattered until the Engineers determined it necessary to seek more help from the plane Engineers.
After reviewing what the train Engineers had done the plane Engineers quickly knew what had gone wrong. They sent a message to the train engineers a four-word message that led to the ultimate success in just a couple of days.
Click here to read the message.
Labels: Anecdote, Communication, Leadership
¶ 9/22/2008 0 Comments Links to this post
Friday, September 19, 2008
The affluent owner
The owner of a highly successful mid-sized company felt she was having difficulty being understood by her employees. She decided to hire a personal coach to show her ways she could better relate to them.
She was surprised when the owner, in asking about their weekend plans, talked about how she was going to spend time on her new boat touring some remote islands and inlets in the Great Lakes.
After one of the staff meetings the coach had a debrief session with the owner. “It would definitely help them listen to your points if you were to talk more on the level of someone less affluent, after all, most of your employees earn less than double the minimum wage.
Over the weekend the owner took the coach’s words to heart. At the Monday morning staff meeting she started out by saying, “My husband and I ruffed it this weekend on our boat. We stopped at a yacht club where the pool was small, the breakfast buffet only served assorted donuts. Also to conserve gas we didn’t turn on the air conditioning until night.”
The owner of a highly successful mid-sized company felt she was having difficulty being understood by her employees. She decided to hire a personal coach to show her ways she could better relate to them.She was surprised when the owner, in asking about their weekend plans, talked about how she was going to spend time on her new boat touring some remote islands and inlets in the Great Lakes.
After one of the staff meetings the coach had a debrief session with the owner. “It would definitely help them listen to your points if you were to talk more on the level of someone less affluent, after all, most of your employees earn less than double the minimum wage.
Over the weekend the owner took the coach’s words to heart. At the Monday morning staff meeting she started out by saying, “My husband and I ruffed it this weekend on our boat. We stopped at a yacht club where the pool was small, the breakfast buffet only served assorted donuts. Also to conserve gas we didn’t turn on the air conditioning until night.”
Labels: Anecdote, Coaching, Communication, Meetings
¶ 9/19/2008 0 Comments Links to this post
Monday, August 25, 2008
Repeat those important messages
The quality of phone reception is not what it use to be. Cordless phones with low batteries, cell phones with weak signals, and other nuances have lowered our expectations for a quality telephonic connection.
This makes it especially important to repeat important messages. My friend learned this the hard way when he sent his wife flowers in honor of their second anniversary.
He thought to order the specific flowers that she had included in her wedding bouquet knowing they were her favorites. Then he conveyed a very special message for the card, “Happy Anniversary, now year number two.”
When his wife got the bouquet she immediately began to cry. But they weren’t tears of joy because she was very hurt.
Why? Click here.
The quality of phone reception is not what it use to be. Cordless phones with low batteries, cell phones with weak signals, and other nuances have lowered our expectations for a quality telephonic connection.
This makes it especially important to repeat important messages. My friend learned this the hard way when he sent his wife flowers in honor of their second anniversary.
He thought to order the specific flowers that she had included in her wedding bouquet knowing they were her favorites. Then he conveyed a very special message for the card, “Happy Anniversary, now year number two.”
When his wife got the bouquet she immediately began to cry. But they weren’t tears of joy because she was very hurt.
Why? Click here.
Labels: Anecdote, Communication
¶ 8/25/2008 0 Comments Links to this post
Monday, August 18, 2008
Vice
Young Johnny had just returned home from school when he ran up to his to ask a question that had been bothering him almost all day.
“What does ‘vice’ mean,” he asked.
“It refers to all sorts of bad things,” Johnny’s mother said. “It means smoking and drinking and taking drugs and sometimes it refers to gambling or other bad things.”
“Oh, no!” exclaimed Johnny. “I guess I may be staying after school a lot this year.”
“Why?”
For the reason, click here.
“What does ‘vice’ mean,” he asked.
“It refers to all sorts of bad things,” Johnny’s mother said. “It means smoking and drinking and taking drugs and sometimes it refers to gambling or other bad things.”
“Oh, no!” exclaimed Johnny. “I guess I may be staying after school a lot this year.”
“Why?”
For the reason, click here.
Labels: Anecdote, Communication
¶ 8/18/2008 0 Comments Links to this post
Friday, August 15, 2008
The Great Zumbrati
If you visit Niagara Falls in Canada you are certain to hear the story of The Great Zumbrati. Legend has it that Zumbrati was able to walk across the falls on a tightrope on a particular windy, rainy day.
Once on across an enthusiastic fan approached him, encouraging him to return to the other side while pushing a wheelbarrow.
Despite his reluctance in the poor weather, the fan kept encouraging him. “Do you really think I can do it,” he asked.
“Yes, definitely! You can do it,” the spectator exclaimed.
“Okay, I’ll do it" said Zumbrati to his fan. "You get in the wheelbarrow.”
Life Lesson: do not say something you are not prepared to back up with actions.
If you visit Niagara Falls in Canada you are certain to hear the story of The Great Zumbrati. Legend has it that Zumbrati was able to walk across the falls on a tightrope on a particular windy, rainy day.Once on across an enthusiastic fan approached him, encouraging him to return to the other side while pushing a wheelbarrow.
Despite his reluctance in the poor weather, the fan kept encouraging him. “Do you really think I can do it,” he asked.
“Yes, definitely! You can do it,” the spectator exclaimed.
“Okay, I’ll do it" said Zumbrati to his fan. "You get in the wheelbarrow.”
Life Lesson: do not say something you are not prepared to back up with actions.
Labels: Anecdote, Communication, Leadership
¶ 8/15/2008 0 Comments Links to this post
Saturday, August 2, 2008
3 tips for better listening
Okay, I admit it -- I am very bummed this morning. I just read an email from someone with whom I have met at many networking meetings and even met with at their office – not to sell them, but to learn more about what they do and determine the kind of person they are. I have always been extremely impressed.
Okay, I admit it -- I am very bummed this morning. I just read an email from someone with whom I have met at many networking meetings and even met with at their office – not to sell them, but to learn more about what they do and determine the kind of person they are. I have always been extremely impressed. Today I feel much different.
A couple of days ago they contacted me about a seminar they are working on which will look at workplace tragedies. The person knows who my prospects are and thought the seminar would be a good fit.
There is one aspect of my life I do not openly share on a one-to-one basis because of the emotions and mental images it evokes in me and others. But I felt it could be a great message so I replied that one of my keynote address is “Overcoming Life’s Disappointments”. In it I relate the story about when I learned my 2-year old son had been killed. I share the personal aspects of overcoming tragedy as well as the support that was beneficial (and not so helpful) from my boss, employer, staff, and co-workers.
The reply I got was very stark: “We are all set with speakers for this year but I will keep that in mind for sure for next year. Are you interested in exhibiting though?”
Not a word such as “Sorry about your loss”.
Just an attempt to sell me a booth.
I was not looking for pity or sympathy but a little empathy would have been appreciated.
Rather than sit here and wallow in pity I thought I would share with you what life has taught me about reacting to unexpected, surprising, or tragic news. We may not hear such things the first time we network with someone, but as relationships build, they come up.
- Listening is the art of multitasking. Always listen with both your heart and your head. Networkers are usually good about listening with their head, but skip the heart part. This is the aspect of learning about the other person from a level that will reveal if you can truly work together and how they will relate to those to whom you refer them.
- Empathy begins with listening. Empathy is the ability to get into another person head and better understand them. It is the key to long, strong relationships, life-long customers regardless of price, and knowing how you can provide true value within a business or personal relationship. It starts by listening with your ears and eyes. Do not focus on mere words. See the body language that goes with the words.
- Listening requires a response. When you here something surprising, funny, or tragic do not discard it. Sure you may not know the perfect words to say but saying nothing is even worse. A simple “I’m never knew that” or “I’ll keep you in my prayers” or “Tell me more” are all ways to show you are about more than just money.
I hope this posting is beneficial to you and that it reinforces your commitment to fully listen to those with whom you network, sell, or employ.
Labels: Communication, Customer_Service, Entrepreneur, Sales, Traits
¶ 8/02/2008 0 Comments Links to this post
Thursday, July 31, 2008
Words, cultures, and communication
Words often mean different things in different cultures. This video is a comical look at how one word means something different in eastern and western cultures. It gives great insight into the frustration surrounding communication in a multicultural workplace. Of course, proper training can reduce or eliminate the communication problems. Enjoy the video.
Labels: Communication, Diversity, Video
¶ 7/31/2008 2 Comments Links to this post
Monday, June 23, 2008
The man in the pond
One day a group of people on an afternoon walk spotted a man in a local pond just to the side of a pedestrian bridge. He surfaced very briefly, gasped for breathe, and then disappeared under the surface. Nobody in the group knew how to swim, but they spotted a life preserver on a post near the walkway.
One person ran over, grabbed the floatation device, and tossed it new the man. Alas, he could not seem to reach it. They used the attached rope to pull it back to them and tried once again to save him. Again he did not grasp the buoy.
For the third try the bystander was determined to be successful. He threw the preserver with such pin-point accuracy that it hit the resurfacing man right on the top of the head.
“Cut that out,” said the nearly out-of-breath, waterlogged gent proclaimed in an angry voice.
“We are only trying to help you,” shouted one of the by-standers.
What was really going on here? Click here to find out.
One person ran over, grabbed the floatation device, and tossed it new the man. Alas, he could not seem to reach it. They used the attached rope to pull it back to them and tried once again to save him. Again he did not grasp the buoy.
For the third try the bystander was determined to be successful. He threw the preserver with such pin-point accuracy that it hit the resurfacing man right on the top of the head.
“Cut that out,” said the nearly out-of-breath, waterlogged gent proclaimed in an angry voice.
“We are only trying to help you,” shouted one of the by-standers.
What was really going on here? Click here to find out.
Labels: Anecdote, Communication
¶ 6/23/2008 2 Comments Links to this post
Monday, June 9, 2008
Just another glacier?
If you have ever had to deal with an employee that offended a customer, you’ll appreciate this story:
During a cruise to Alaska, a lady was amazed at the beauty of the open field covered with purple wildflowers, the distant snow-capped mountains, the silvery water, playful wildlife on sea and land, and the glaciers. One day while on deck she saw a glacier that was especially beautiful. One of the ship’s crew was passing by so she pointed toward the magnificent glacier and asked what its was.
“That's some dumb glacier,” he replied.
She was furious. How could someone trivialize the beauty of such a picturesque formation? She ran to the ship’s Captain to complain.
After listening to her he apologized for her disappointment in his crew, reassuring her they loved the beauty offered by Alaska and was committed to making her vacation special. To make it up to her he invited her and her husband to join him at his table that evening.
Although she had been on many cruises she had only dreamed of having dinner at the captain’s table. How lucky it was that she cared enough about nature to be so upset when someone belittled its splendor.
Upon arriving in the dining room, her and her husband were escorted by the first mate to the Captain’s Table. It was elegant, with special flowers, fine china, and perfectly polished silver. A few other special guests were also at the table, each representing affluence, prestige, or some other element of high society.
Soon the Captain arrived. Outranked by social stature, she was delighted as the Captain made her feel comfortable. The dinner was an enchanting experience. As the dinner ended the Captain signaled to his first officer, who promptly brought a wrapped gift. He suggested she wait until she returned to her cabin to open it, a plea she humbly followed.
Her feet could not travel fast enough back to their quarters. As soon as she was inside she ripped off the wrapping paper revealing an inspiring picture of the glacier at sunset. At the bottom of the picture was the painting’s title, which brought a tear to her eye and caused her husband to laugh hysterically.
Click here to find out what the caption was.
If you have ever had to deal with an employee that offended a customer, you’ll appreciate this story:During a cruise to Alaska, a lady was amazed at the beauty of the open field covered with purple wildflowers, the distant snow-capped mountains, the silvery water, playful wildlife on sea and land, and the glaciers. One day while on deck she saw a glacier that was especially beautiful. One of the ship’s crew was passing by so she pointed toward the magnificent glacier and asked what its was.
“That's some dumb glacier,” he replied.
She was furious. How could someone trivialize the beauty of such a picturesque formation? She ran to the ship’s Captain to complain.
After listening to her he apologized for her disappointment in his crew, reassuring her they loved the beauty offered by Alaska and was committed to making her vacation special. To make it up to her he invited her and her husband to join him at his table that evening.
Although she had been on many cruises she had only dreamed of having dinner at the captain’s table. How lucky it was that she cared enough about nature to be so upset when someone belittled its splendor.
Upon arriving in the dining room, her and her husband were escorted by the first mate to the Captain’s Table. It was elegant, with special flowers, fine china, and perfectly polished silver. A few other special guests were also at the table, each representing affluence, prestige, or some other element of high society.
Soon the Captain arrived. Outranked by social stature, she was delighted as the Captain made her feel comfortable. The dinner was an enchanting experience. As the dinner ended the Captain signaled to his first officer, who promptly brought a wrapped gift. He suggested she wait until she returned to her cabin to open it, a plea she humbly followed.
Her feet could not travel fast enough back to their quarters. As soon as she was inside she ripped off the wrapping paper revealing an inspiring picture of the glacier at sunset. At the bottom of the picture was the painting’s title, which brought a tear to her eye and caused her husband to laugh hysterically.
Click here to find out what the caption was.
Labels: Anecdote, Communication, Customer_Service
¶ 6/09/2008 0 Comments Links to this post
Monday, May 5, 2008
Communicating with Generation X
Generational issues continue to distract managers from core competencies. However a survey from Robert Half International is providing some excellent connection tips when working with Xers.
According to generation members involved in the survey the key is to have frequent contact. Sixty percent want to hear from their boss daily while 35% want contact several times a day.
They believe that through constant contact they are able to better understand roles and expectations thereby miscommunication is less likely.
Generational issues continue to distract managers from core competencies. However a survey from Robert Half International is providing some excellent connection tips when working with Xers.According to generation members involved in the survey the key is to have frequent contact. Sixty percent want to hear from their boss daily while 35% want contact several times a day.
They believe that through constant contact they are able to better understand roles and expectations thereby miscommunication is less likely.
Labels: Communication, Generation, Survey
¶ 5/05/2008 0 Comments Links to this post
Friday, April 11, 2008
The English Lesson
Life Lesson: Know when to stop talking.
The teacher interrupted the conversation when one of the students say, “I don't know nothing about it.” To the educator this was an excellent opportunity to teach the class about double negatives and correct grammar.
The teacher explained, “In the English language a double negative makes the statement positive, so your assertion that you ‘don't know nothing about it’ is actually an admission that you do know something about it.”
Some of the class seemed very interested, so the teacher went on to demonstrate more of his knowledge of world languages. “Of course not all languages operate according to the same grammatical rules, for example, in Russian, a double negative remains negative, although perhaps surprisingly, there is not a single language anywhere in the world in which a double positive makes a negative.”
Suddenly a voice from the back of the classroom called out, “Yeah, Yeah.”
The teacher interrupted the conversation when one of the students say, “I don't know nothing about it.” To the educator this was an excellent opportunity to teach the class about double negatives and correct grammar.The teacher explained, “In the English language a double negative makes the statement positive, so your assertion that you ‘don't know nothing about it’ is actually an admission that you do know something about it.”
Some of the class seemed very interested, so the teacher went on to demonstrate more of his knowledge of world languages. “Of course not all languages operate according to the same grammatical rules, for example, in Russian, a double negative remains negative, although perhaps surprisingly, there is not a single language anywhere in the world in which a double positive makes a negative.”
Suddenly a voice from the back of the classroom called out, “Yeah, Yeah.”
Labels: Anecdote, Communication, Story
¶ 4/11/2008 0 Comments Links to this post
Wednesday, March 12, 2008
Geraldine Ferraro: role of speaker’s culture
The American political scene has another controversy on its hands after Geraldine Ferraro commented Barack Obama would not be where he is if he were white.
The issue is symbolic of a culture clash. On the one hand you have the first woman ever to run at the top of the ballot when she serves as Walter Mondale’s vice-presidential running mate in 1984. She knows first hand what it is like to blaze uncharted territory.
Yet the Obama campaign has taken issue with the comments pointing out being an African American man named Barack Obama" was not the quickest path to becoming U.S. president.
It was well-known at the time Ferraro’s placement on the ‘84 ticket was strictly because she was a woman. This was not a discredit to her as Mondale had solid reasoning. He felt the time had come for a woman and that having a woman run with him was a huge statement about his beliefs and principles.
From that paradigm it is not unreasonable for Ferraro to feel that America is now ready for an African-American president and that she feels he is the most the most qualified.
Effective communication is more than the words said – it’s also understanding the culture of the speaker.
The issue is symbolic of a culture clash. On the one hand you have the first woman ever to run at the top of the ballot when she serves as Walter Mondale’s vice-presidential running mate in 1984. She knows first hand what it is like to blaze uncharted territory.
Yet the Obama campaign has taken issue with the comments pointing out being an African American man named Barack Obama" was not the quickest path to becoming U.S. president.
It was well-known at the time Ferraro’s placement on the ‘84 ticket was strictly because she was a woman. This was not a discredit to her as Mondale had solid reasoning. He felt the time had come for a woman and that having a woman run with him was a huge statement about his beliefs and principles.
From that paradigm it is not unreasonable for Ferraro to feel that America is now ready for an African-American president and that she feels he is the most the most qualified.
Effective communication is more than the words said – it’s also understanding the culture of the speaker.
Labels: Communication, Culture
¶ 3/12/2008 0 Comments Links to this post
Tuesday, March 4, 2008
Knowing the language saves embarrassment
Several years ago I was conducting a three-hour seminar in a historic “meeting house” about 5 miles from Plymouth Rock. It was a charming facility, kept true its origins in the 1600s. Wide wooden floorboards held in place by wooden pegs and a rustic aroma were a part of its charm.
During the break, a man who had arrived late rushed up to me and asked, “Where is the basement?”
“When this meeting house was constructed people never thought to put in basements,” I replied trying to be an authoritative historian.
"Hasn't it been modernized?" he pleaded with a definite urgency in his voice.
"Oh no, that's the charm of this building," I replied, with the tone of my admiration to the people who maintained it.
Gazing out the window near the end of the break I saw the man rushing back from one of the secluded paths down to the Cape Cod Canal.
“Did you enjoy the walk?” I asked.
“Walk, I had to find a place to go to the bathroom!” was his angry reply.
Then the light bulb went off, Bostonians call public rest rooms “basements”.
Several years ago I was conducting a three-hour seminar in a historic “meeting house” about 5 miles from Plymouth Rock. It was a charming facility, kept true its origins in the 1600s. Wide wooden floorboards held in place by wooden pegs and a rustic aroma were a part of its charm.During the break, a man who had arrived late rushed up to me and asked, “Where is the basement?”
“When this meeting house was constructed people never thought to put in basements,” I replied trying to be an authoritative historian.
"Hasn't it been modernized?" he pleaded with a definite urgency in his voice.
"Oh no, that's the charm of this building," I replied, with the tone of my admiration to the people who maintained it.
Gazing out the window near the end of the break I saw the man rushing back from one of the secluded paths down to the Cape Cod Canal.
“Did you enjoy the walk?” I asked.
“Walk, I had to find a place to go to the bathroom!” was his angry reply.
Then the light bulb went off, Bostonians call public rest rooms “basements”.
Labels: Anecdote, Communication
¶ 3/04/2008 0 Comments Links to this post
Wednesday, August 1, 2007
A simple way for email success
One of the most common email errors is hitting “send” before attaching a required attachment. Many people have started using a new technique to eliminate this electronic faux pas.
One of the most common email errors is hitting “send” before attaching a required attachment. Many people have started using a new technique to eliminate this electronic faux pas.It is common to fill out an email screen from top to bottom. After all, if Microsoft designed the tab sequence from top-to-bottom it must be the one and only way to fill out the screen. However a bottom-to-top approach will save you from the embarrassing task of resending the email with the attachment and an apology.
Here’s how to do it. Consider the main parts of the document: “to”, “subject”, “body”, and “attachment”. Normally they are input in that order.Consider reversing the order. If you attach the attachment first and leave the “to” email address until last, you seriously decrease your chances of sending it without the attachment.
Try it – you might find it a struggle at first, but after a while you will find it becomes a natural flow.
© 2007 Max Impact, Rochester Hills, Michigan. All rights reserved.
Labels: Communication, Tips
¶ 8/01/2007 0 Comments Links to this post
