Merry Christmas!
My last video of 2020! You're going to enjoy this. It has been a fun year. I'm thankful for family and friends and the wonderful clients who invited me to serve their companies in 2020. My best wishes for much good…
Call Center Stress Relief
It’s not unusual for Call Center agents to reach their tipping point and snap. Not unusual, true. Good for business? Absolutely not. Your frontline staff take challenging service calls all day. If they don’t have the right tools, their stress…
Call Center Stress Relief
Call Center Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response,…
Hot Attics & Summer Heat
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is makes sense on hot summer…
Hot Attics & Summer Heat
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is another good soft skill for…
The Backhoe Song
Slowing down to enjoy the Christmas Holiday enables my wife (Ronnie) and I to do things we wouldn't usually do. One such activity involved an old VHS tape that I had converted to a DVD. We hadn't seen this footage for about twenty years. Knowing…
Pressure and Stress Relief
Workplace stress creates pent up pressure. This pressure, if not handled correctly explodes into behavior that worsens morale, productivity and communication. The best stress relief remedy is not to get there in the first place. Stress is a choice. We can choose…
Fear Of Missing Out
Today's audiences want to be part of the presentation. People don't just sit there anymore - they want to be engaged and amused as they learn something useful. Engaged audiences smile more. Mobile phones are rarely turned off during speeches.…
Balancing Expertise & Empathy
When technicians balance their expertise (technical knowledge) with a dose of empathy, then customers will sense the genuine concern and willingness to help. Both expertise and empathy, along with a positive attitude and a pleasant tone of voice comprise excellent…