As an organization communications consultant, I am often brought in to work with teams who are not performing at their highest potential. Organizations often have members who are solely focused on individual achievement rather than the mission of the group. The sweetest words colleagues can hear are others reflecting their emotions (empathy). The vinegar words […]
Service quality is a key component in competitive differentiation and customer loyalty. Business clients are looking for a positive experience in addition to a quality product. Research over the past 15 years has repeatedly demonstrated that service quality improvements directly improve profitability (Rust, Zahorik, & Keiningham, 1995; Parasuraman, & Zeithaml, 2002). A cornerstone of service […]
In my work as a university professor teaching graduate students how to be counselors, the single biggest worry of new counselors was “what if I do something wrong.” As I work with more experienced counselors, social workers, child abuse counselors, sexual assault advocates and victim assistance counselors, the single biggest worry is “what if I […]
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