Communication

Feed-forward

While giving (or receiving) feedback, the emphasis is on the past. It has its benefits, shortcomings. When we practice Feed-forward, the focus shifts to the future – to forward-looking, future-oriented solutions. For example, from providing critical feedback on the way a Customer was handled, to Feed-forward, providing suggestions and encouragement on handling Customers going forward. […]

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Pause

Pausing helps you refrain from making a permanent decision based on a temporary emotion – Justin Bariso. Pause – taking a moment to stop and think before you speak or act. It’s simple, yet difficult. As a leader am I taking advantage of this highly effective tool?

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3 Caveats

People with high levels of Emotional Intelligence (EI) are known to use these 3 caveats before they say anything, in their conversations: – Does this need to be said? – Does this need to be said by me? – Does this need to be said by me now? Immensely powerful; Can I follow them in

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Language

Language and vocabulary that we use makes a difference. A significant one at that. Positive language that I employ results in positive mind-set (inside), leads to positive difference (outside) – for example ‘Stop making mistakes’ to ‘Be more accurate’; ‘Don’t be lethargic’ to ‘Feel more energetic’. It’s also shifting our focus from ‘what I need

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