"Thanks for making me look so good! You did your 'homework' and
learned our business.
Again Al, thank you for your contribution to our annual meeting. I'm
sincere when I say that you were instrumental in making this year's meeting
one of the most informative, successful, and memorable meetings we've ever
had."
Loren P. Michalski, Controller, Memphis
"Even our training room gets a higher
rating when you teach."
Kathy Weigand,
Executive Secretary,
"As we expected, your listening skills
presentation hit the mark
perfectly...the participants gained so much from your presentation
and are still talking about it weeks later. Certainly, you left
an impression on the group that was very positive."
David Kozak, Ph.D., Director,
Leadership Erie
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Communication Skills Articles
Articles by Al
Al Borowski, MEd, CSP, PP
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Successful
Business Writing requires you to make your documents
attractive as well as informative.
Business letters, reports, e-mails, proposals, even memos
benefit the author when these documents are attractive.
And, in most instances, the more attractive, the better the
results you achieve.
You can make your Business Writing more attractive in at
least three ways.
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more... ]
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Unfortunately, effective
leadership is sadly lacking in all levels of society.
A miserable, but typical, lack
of leadership jumped out at me at a recent High School junior varsity football
game.
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more... ]
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You can save time and create more effective e-mails with a few settings
available in your e-mail system.
First, if you haven't already done so, set your e-mail package to
automatically spell check your message before it goes out. And, set it to suggest replacements for misspelled words.
Doing so allows you to take advantage of the full capability of this software
feature.
But that's not the best part!
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The Next Email
You Send Could Cost You Dearly
E-mail is quickly becoming one of
the bigger drains on corporate productivity and profitability.
More specifically, the
ineffective, improper and incorrect use
of employee e-mail on company computers exposes organizations to
wasted time,
bad press and the possibility of legal action from
seemingly innocent forms of electronic communication.
[ more... ]
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Beware the Red
Pen Power Rangers
A collective body of non-knowledge
exists in American business.
This body of non-knowledge has become the exclusive domain of a
self-appointed group I call the Red Pen Power Rangers.
The Red
Pen Power Rangers sprung up to protect a collection of
non-truths, myths, and academic hearsay.
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Your Business Writing Should Match Your Personality
Many times, dealing with employees
or customers requires you to follow up in writing or e-mail.
But, many times
the personality you have projected over the
phone or in person to this same audience becomes lost when you
create letters,
memos or reports.
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Effective Listening Requires Specific Strategies
Listening does not take place in the ears. Hearing takes place in
the ears. Listening takes place between the ears. WE LISTEN WITH OUR HEADS. Animals hear; people listen.
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Agreeable
Disagreeing
Supervisors, managers, and
executives increase their value and credibility when they keep
their messages, comments and responses positive.
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Putting the "Custom" Back in Customer
One area that separates exceptional Customer Care
Consultants
from average customer service representatives is the
understanding of the origins of the word "customer."
[ more... ]
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Training Leaders to Train
Manager, supervisors and staff people earn their
jobs and titles by the knowledge, wisdom, and experience they bring
to the job.
Many times, they are called on to share that information by training the people
that work for them or with them.
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THE TWO MOST IMPORTANT WORDS IN ANY
LANGUAGE
Are your communications skills and your
customer service skills missing
the two most important words in any language?
I learned the
value of good customer service through an
incident in which those words were miserably missing.
One evening, I decided to go hit a bucket of golf balls. I wanted to test out a
new driver and three wood I had
recently purchased.[ more... ]
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I Just Don't
Get It
I just don’t get why so many
people just don’t get it. What is so difficult about
delivering outstanding Customer Service?
I’d be overwhelmed with just
good customer service, or, as I prefer to call it, Customer Care.
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IT'S NOT WHAT
YOU SAY; IT'S HOW YOU SAY IT. OR, MAYBE, IT'S WHAT YOU DON'T SAY
Effective communication skills should
focus on avoiding miscommunication.
Miscommunication is a common problem in both your business and
personal life. Thus, good communication skills
should become a
priority to avoid embarrassing mistakes.
In the business world, miscommunication can range from a simple
misunderstanding to downright deceptive advertising.
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Customer
Care Prayer
Lord, I beg you, give me strength
With certain customers who talk at length.
Give me patience and the common sense
To listen while the customer vents.
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more... ]
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