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Leadership Communication

Presentation Skills for Effective Public Speakers

Giving a good presentation requires part science, part art, and all about you. The secret to effective presentations and great public speaking has been known since ancient times. Aristotle identified three elements of excellence in presentation skills that will improve your presentations. According to him, the art of rhetoric requires attention to the speaker, subject, and…

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Tips for Customer Service Excellence

Everyone is your customer: clients, vendors, and colleagues. Workplace satisfaction improves when we extend respect to internal customers—colleagues and supervisors. How do you do this? Two communication strategies from Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Listening.. Empathy. Imagine a Compassion Continuum with apathy at the low…

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Customer Service Tips: Magic Phrases

When it comes to customer service, we think of clients, vendors, and community partners. We skip over internal customers such as colleagues, supervisors, and supervisees. Both are crucial to respectful, productive, inclusive workplace cultures. Too often, we feel thrown under that proverbial blame bus by a colleague or customer. Too often we pass the buck…

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Customer Service Tips for Excellence

Everyone is your customer: clients, vendors, and colleagues. Workplace satisfaction improves when we extend respect to internal customers – colleagues and supervisors. How do you do this? The answer is customer service excellence. Two communication strategies from the TopLine Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Heart-Head-Heart Communication™.

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