“My Pleasure”

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In the previous post I shared a very valuable lesson I learned while speaking at a Ritz Carlton Hotel property. In essence, it’s that rather than greeting someone with – what I call – a typical “non-greeting” such as “How are ya’” or “How ya’ doin’” (notice the lack of question marks because neither are…

How Ya’ Doin’ . . . NOT!

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Years ago I was brought in to do a program for one of the Ritz Carlton Hotel properties. While there, I learned a valuable lesson. Whenever crossing paths with any of their staff – and I do mean any of their staff – you’ll never be greeted with the meaningless expression, “How ya’ doin’?” Nor…

Tact Does Not Necessarily Equal Compromise

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I recently posted the following on my Facebook page: “Tact and politeness should not be misconstrued as compromise. The two are not necessarily one and the same.” Whether we’re talking about this within the context of an informal (or formal) debate, a corporate negotiation or a simple transaction between a buyer and a seller, the…

Persuasion – It’s All in The Frame

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Often, what we ask is not nearly as important as the way we ask. Ask the customer service rep if they’ll take back the widget you bought without the receipt you lost, and you’ll probably hear, “It’s against our policy.” Ask, however, that “Understanding it’s against normal policy to return an item without the receipt,…

The Magic of The “I Message”

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When involved in a difficult situation with someone where you either feel you’ve been wronged, or simply want to make a persuasive point, what’s the best way to go about it?  Is there a way to phrase your message that will make them less defensive and more prone to understanding and accepting your viewpoint? There sure is,…