MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor

10 Ways to Be Kind to Yourself
Three Ways to Strengthen Leadership through Self-reflection 
The Importance of Practice and Our Reluctance to Do It
Another Fun Reinforcement Puzzle - #24

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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.

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Letter from the Editor

The way you communicate says a lot about you. It can also impact what you achieve. Yet, sometimes we avoid difficult conversations (or potential confrontations) and assume the worst. We may think, “I can’t handle those interactions,” and that may only serve to sabotage your success.

What if you shifted your perspective on those situations? Consider the possibility that those conversations may be opportunities to learn more, deepen a relationship, help another person or add value. Usually it’s not about what to say, it’s that you don’t know how to say it. What approach would have the greatest impact or create the space for the other person to truly hear what you are saying?

Powerful communicators work at it. They don't wing it…at least not in the beginning. They identify their communication style and ultimately become known for it. As they say about how to get to Carnegie Hall ("Practice, Practice, Practice"), the same is true for you…practice and refine your style, increase your comfort level and be the leader you are meant to be.

Belinda Pruyne, of Business Innovation Group, offers five steps to "up-level your communications" and set you apart as a leader:

  1. Get clear on your goal for the conversation
  2. Craft a collaborative approach that creates a safe place for others to hear what you are saying
  3. Think through the transitions of the conversation. If you have any sharp turns, write up a couple of transitional phrases to get you from point A to point B with ease.
  4. Listen, not only to the words you hear, but also to the message underneath those words.
  5. Close by recapping the key points of the conversation and articulating next steps or the action plan.

This process can keep you from reacting and help you listen unconditionally to allow you to really hear the message

So, become a mindful communicator and watch your interactions shift dramatically.

10 Ways to Be Kind to Yourself
To be your best self, you need to believe in yourself.  Trust your abilities and your judgment. There's only one person in the world you'll always have a relationship with, and that's…you!

Read on to discover 10 ways you can be kinder to yourself and be your best self. 
Three Ways to Strengthen Leadership through Self-reflection
Many of us are overwhelmed with too many phone calls, emails, meetings and "to do" lists. But, how many times do you stop to reflect?

Read on to learn three ways to strengthen leadership through self-refection and eight questions to help you move forward. 
The Importance of Practice and Our Reluctance to Do It
Learning something new can be hard for people at all levels. Malcolm Gladwell noted that it takes 10,000 hours of practice to become expert at something. Practice is the key to development, but how do we build it into our training experiences?  

Read on to discover six ways to maximize practice and impact. 
Reinforcement Puzzle #24
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC® principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.