Q&A – Crucial Conversations in Customer Service

27-10-2022

QUESTION Dear Jospeh, I work in the agricultural industry as a sales rep. Sometimes I must go out to a customer when a product has not met their expectations. I just started reading Crucial Conversations, and I also have Crucial Confrontations. Any areas I should focus on to better handle these…

Q&A – How to Start Over with a Coworker

11-10-2022

QUESTION Dear Jospeh, How do you start over with a colleague who does not like you, does not want to talk with you or work with you, and has gone out of their way to try to make you look bad on several occasions? I stopped speaking to this person six months ago, but I’d like to try to rebuild…

Using Your Certified Trainer Skills Beyond the Classroom

19-09-2022

Over the last three years, the world of learning and development has been turned upside down. Our “normal” ways of helping others learn crucial skills have been halted, changed, or disappeared altogether. Within our Crucial Learning community, we have certified trainers who anxiously moved …

Q&A – Working with Employee Input

16-08-2022

QUESTION Dear Scott, I have an employee who speaks up regularly and voices their opinion and proposes changes to the organization, but if those suggestions aren’t implemented, they get angry. What can I do? Signed, I’m Trying Author: Scott Robley…

Q&A – How to Say A Different Kind of No

26-07-2022

QUESTION Dear Joseph, At work, many times we have to say no to internal customer requests because they aren’t priorities or because we aren’t the people who can help them. The problem is that our staff has learned to say no too well and it’s becoming a negative experience for our internal…

Q&A – The Anatomy of an Apology

15-07-2022

QUESTION Dear Justin, I recently did something hurtful to a family member. Shortly afterward, I said I was sorry but the person didn’t seem to accept my apology. I’ve tried to reach out but they are giving me a bit of a “cold shoulder.” They still seem bugged about what I did. I feel …

Your Native Tongue

05-07-2022

Years ago when I was teaching a leadership seminar for a large multinational, the president of the European division came to speak to this group of 40 managers who came from about ten countries. His introduction included the fact that he spoke seven languages fluently. After a greeting and a …