


Why Letting Others Win Arguments Is So Empowering
Letting others win arguments is empowering because it positively reinforces what you’ve asked them to do. It all goes back to the ABC’s of behavior modification – Antecedent, Behavior, Consequence. It’s easy to tell people you want to hear their perspective...
Why The Right Level Of Customer Service Is A Strategic Choice
While different organizations provide different levels of service—from dismissive to reluctant to systematic to reactive to anticipatory—the most effective do it by choice. They understand the return on their service investment and invest appropriately. For those...
When And How To Tell, Co-Create Or Delegate
First, understand the difference between the three. Then, tell for compliance. Co-create for commitment. Delegate for accountability. Tell In Bryan Smith’s Tell – Sell – Test – Consult – Co-create framework for persuading others, Telling is one-way...
How You Manage Differences Can Change Levels Of Compliance
Not all compliance is equal. There are meaningful differences between open and passive-aggressive non-compliance, minimal, and supportive compliance. You can move some people from one to another by helping them adjust their attitudes with careful management of...