Communication Skills

Relationships in the workplace are crucial to our well-being and professional growth. When we have good work relationships, our days feel more satisfying, and we are more likely to feel motivated and engaged. Think back to a time when you had a great team environment at a job—was it [...]

Since 2018, the American Customer Satisfaction Index has been painting a clear picture—customers are growing more frustrated, and their patience is wearing thin. If you’ve been in business for a while, you’ve probably noticed it too: more emails from upset customers landing in your inbox. But here’s the thing—waiting until [...]

Caring for dementia patients can be incredibly challenging, especially when they become agitated. Did you know that nearly 90% of dementia patients experience behavioral symptoms like agitation at some point during their illness? These moments of distress can be overwhelming not just for the patient but for their caregivers [...]

The workplace brings together different categories of employees tasked with different roles and responsibilities. Ultimately, these employees determine that they are doing something constructive when the company makes noticeable profits. However, it is difficult for individual employees to understand their specific contributions toward that company’s profit unless there is some [...]

Workplace conflicts are costly disruptions that affect employee well-being and organizational productivity. Statistics reveal that U.S. employees spend approximately 2.8 hours per week engaged in conflict, which translates to an astounding $359 billion in lost hours annually​​. In the UK, workplace conflict costs employers around £28.5 billion each year, [...]

Imagine coming to work every day only to be met with a constant stream of feedback—every task scrutinized, every minor mistake highlighted. This isn't just a rigorous day at the office but a recipe for feedback fatigue. When too much feedback piles up, it can cloud even the most positive [...]

Effectively delivering bad news to a customer is a critical component of maintaining trust and customer loyalty. How a company handles difficult conversations can significantly impact its reputation and customer relationships. Breaking bad news with empathy and transparency helps mitigate the negative effects on customer perception. For instance, excellent customer [...]

Poor communication refers to the lack of effective information exchange in which the message intended by the sender is not properly received or interpreted by the receiver. The effects of poor communication in the workplace are far-reaching, impacting everything from day-to-day operations to long-term strategic goals. When internal communications [...]

In the fast-paced world of service interactions, taking the time to genuinely hear customers out can be a magic bullet. By truly listening, you build a rapport that elevates a basic conversation into a customer experience they'll remember for the right reasons. When call center agents employ active listening techniques, [...]

Giving constructive feedback is essential for fostering growth and development within any organization. Statistics show that when feedback is delivered effectively, it can significantly enhance employee engagement and productivity. However, a Gallup study revealed that only about 26% of employees strongly agree that the feedback they receive helps them [...]