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Crucial Conversations

Conflict? One Question Can Make All the Difference

This week, I’ve had the opportunity to listen to myself and several other people—in different instances—get angry at someone else.You know the drill.All of us were using words like “manipulative,” “inconsiderate,” “taken advantage of,” “anal,” or “depressed,” to describe the people who had triggered the loop of accusations in our heads.It’s an automatic response, I …
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Can We Be Compassionate in an Election Year?

I was re-reading the beginning of one of my favorite books, Marshall Rosenberg’s Non-Violent Communication: A Language of Life, and was struck by his assertion that his method of communicating, which he calls Non-Violent Communication or NVC, is based on “language and communication skills that strengthen our ability to remain human even under trying conditions” …
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How to Win (or Lose) Customer Trust

A recent shopping experience reminded me how important it is to earn the trust of your customers and how easy it is to lose it when you don’t pay attention to all three aspects of trust building.Here’s what happened.On Sunday, I was ecstatic.After a frustrating day shopping at virtually every appliance store in my hometown, …
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To Be Truly Respectful, Start With Yourself

“You are a complete idiot.” “How could you make such a stupid mistake.” “You’re always messing up!” You probably wouldn’t say any of these things—at least out loud—to someone else, but how many times have you said them to yourself? This type of language is violent and damaging, yet when we do something that causes …
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