• Sep 09
    2021
    No one likes to be the bearer of bad news. To make matters worse, whether you are a corporate CEO or President of the United States, having to deliver bad news leaves you wide open for major scrutiny. One has only to look at the barrage of criticism heaped on officials for their handling of product recalls, current events such as the global pandemic or foreign affairs to understand that ...
  • May 03
    2021
    There comes a time in just about everyone’s life when you have to say “no” to a request or demand, whether it be to an internal request or an external/client request. How you say “no” can affect the relationship, either positively or negatively. For example, if your reason for no is, “it’s against company policy,” it will most probably affect the relationship in a negative way. The response to, “it’s ...
  • Dec 04
    2017
    Backed by research: Controversial news is more often accepted if communicated verbally, rather than in writing. Juliana Schroeder of the University of California at Berkeley and faculty at the University of Chicago recently conducted several experiments on the way controversial news is received when it's delivered verbally versus in writing. All of her research suggests that controversial news is received more favorably than when it's delivered verbally. “Because another person's ...
  • Apr 19
    2017
    You are an internet user, so I am quite certain you have seen the video of a passenger being dragged off a United Airlines flight in Chicago last week. It captured the public imagination, not just because the passenger screamed so plaintively, but because most people never realized that buying an airplane ticket is reversible in that way. Who knew that an airline doesn’t have to honor its commitment to ...
  • Dec 15
    2015
    The San Bernardino massacre has inspired a welter of speeches and commentary. This is not a political blog, and I don't want to go into the content of the speeches, other than to say some of them demonstrate the difference between public speaking and public yammering. I don't know about you, but I find public yammering unpersuasive. Even in a nonpolitical blog, however, the San Bernardino massacre is relevant, if ...