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In This Issue |
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Letter from the Editor: Who Likes to Be Wrong? |
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Americans Fed Up With Customer Service and Griping About It |
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Verbal Blunders |
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Is Work Engaging or is it Just Work? Five Elements of 'Flow' |
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Private Webinars Available! |
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About Us |
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Communico helps organizations build and sustain exceptional service cultures. With our MAGIC system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.
Download a free chapter of our book, How to Talk to Customers, and learn more at www.howtotalktocustomers.com |
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Letter from the Editor
I hate being wrong. And, even if perchance I am wrong, I hate to admit it. Perhaps it is because my older siblings always proclaimed to be right, which put me on the "other side of right." Well, turns out…it’s not their fault after all. And, I am not alone in my disdain for wrongness. We all have a hard time admitting that we"re wrong, according to social psychologist Elliot Aronson…and we can’t help it. Our brains work hard to make us think we are doing the right thing, even in the face of overwhelming evidence to the contrary.
Let’s face it. It’s much more fun to be right. Kathryn Schulz, author of "Being Wrong: Adventures in the Margin of Error" found that humans love to be right. And, many people go through life assuming they are right all the time, about everything…political issues, religious beliefs, their assessment of people, facts and figures, and so on. You know who I’m talking about.
Crazy as it sounds, our default setting is to assume we are close to omniscient. Because being wrong can leave us feeling stupid, embarrassed and deflated. But Schulz’s research proved that we are all wrong about what it means to be wrong. Instead of a sign of intellectual inferiority, the capacity to err is crucial to understanding and perception. Being wrong allows us to learn and change for the better, revise our view of ourselves and adjust our thinking. It is directly linked to our ability to demonstrate feelings like compassion and empathy, build relationships and help others. Certainly nothing wrong about that.
As Benjamin Franklin once observed, "the history of the errors of mankind, all things considered, is more valuable and interesting than that of their discoveries." Through our errors, he felt, "the soul has room enough to expand herself, to display all her boundless faculties, and all her beautiful and interesting extravagancies and absurdities."
Although mistakes can be infuriating, humbling or embarrassing, they allow us to grow and discover new truths. As Schulz notes, it is our wrongness, not our rightness, that teaches us who we are and who we can be. So, let’s all be open to being wrong. Even my brother and sister would say it’s the right thing to do.
Americans Fed Up with Customer Service and Griping About It
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According to a new Consumer Reports study, customers today think service is really bad. So bad, that two out of three are walking out of stores and hanging up before their problems are even addressed.
Discover consumers' biggest gripes, according to their Gripe-O-Meter, the impact of social media, as well as the keys to service success in today's economy. |
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| Verbal Blunders
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Researchers found that we regularly make verbal blunders...some say as often as one in every 10 words we speak. But how bad are fillers like "uh" and "um," or slips of the tongue? Are they always tragic?
Learn more about speech disfluencies, malaphors and spoonerisms, as well as the MAGIC side of the word "um." |
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Is Work Engaging or is it Just Work? Five Elements of 'Flow'
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Is employee engagement just about helping employees "feel good" or to have fun at work? A University of Chicago report found that people can achieve a "Flow" state of mind at work and at leisure. "Flow" allows people to achieve their greatest level of productivity, quality and creativity.
Learn the five elements that create Flow and optimum employee engagement. |
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Private Webinars Available! Schedule One for Your Team Today
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Ever been interested in one of our webinars, but couldn't attend due to schedule conflicts?
Have you been looking for an educational piece for a team meeting or lunch and learn?
Would you like to learn about other applications of MAGIC in the comfort of your own office?
Want your team to improve their skills and strengthen relationships in an efficient way?
Then private webinars are for you! Select from our list of seven or share your suggestions. Schedule one for your team today. |
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