The Martial Art of Difficult Conversations by Peter Bregman

The Martial Art of Difficult Conversations – Peter Bregman – Harvard Business Review. Peter Bregman provides another outstanding blog post in which he describes the importance of giving the other party to a difficult conversation the experience of being heard.  This is reminiscent of one of Stephen Covey’s 7 Habits of Highly Effective People — seek…

How May I Help You?

How May I Help You? | Fast Company.  This is simply the best article on customer service I have read.   Lucy McCauley provides 15 short descriptions of how different companies provide outstanding customer service.   For example,  Mark Wallace ,  president and CEO of Texas Children’s Hospital in Houston, talked how to help children and…

The Right Way to Respond to Failure – Peter Bregman

The Right Way to Respond to Failure – Peter Bregman – Harvard Business Review.  This is an excellent blog post by Peter Bregman.  He tells the story of a friend’s daughter’s failure at a swimming meet and several adults’ responses.   Mr. Bregman identifies the key factor — empathy — that is so critical as…