Resources Archives • Page 2 of 4 • Laurie Guest

The Appreciation Formula

When I was in my early 20s, I left a job solely because I felt undervalued and under-appreciated. When I look back on that experience, I realize that may not have been true. I probably needed a little maturity to understand what was really going on. Regardless, I left a field in which I received…

The Secrets to Retaining Good Staff

During my years as a professional speaker and trainer, I have paid close attention to the actions of successful business management teams. One factor that seems consistent is the ability to retain good staff. I have a few common sense ideas, often overlooked by employers, for retaining good people and building long-term professional relationships. Want…

Onboarding: Put Everyone on the Same Page

Onboarding is the current buzzword for new employee orientation. No matter what you name it, please tell me you do it. Why? Onboarding is a must because the success of a new employee depends on not only learning how to do the tasks required in a job but also learning all the rules and regulations…

You’re Hired! (Part 2)

Finding and hiring the right people is one of the toughest tasks we do in business. It can cost thousands of dollars to recruit, interview, hire, and orient a new employee. Start with the best possible tactics to find the right people to join your team. In the first part of this article, I shared…

You’re Hired! (Part 1)

Finding and hiring the right people is one of the toughest tasks we do in business. It can cost thousands of dollars to recruit, interview, hire, and orient a new employee. Start with the best possible tactics to find the right people to join your team. Although I’m not a human resources expert, I do…

Energy Levels in Communication: Find Your E-Zone

What is the E-Zone? A subtle change you can make to your communication skills is to evaluate your energy level. I call it the E-Zone. Think about energy kind of like a heart monitor. There’s a range that’s acceptable, and you go up and down inside that range. The Susie Sunshines come to work and…

Reframing Issues

Reframing issues, a specialized topic in communication, assists in restructuring thinking and addressing problems. Because mindsets are powerful and influence future choices and behaviors, successful reframing puts your organization in a favorable position through accurate communication. When should you consider reframing your issues? When the public perception of a situation is skewed or when false…

Scripting for Superior Communication

Scripting for superior communication means using the right words at the right time for a desired result. Avoid the robotic “Do you want fries with that?” Instead, put words together in a professional, classy way that communicates great service. Here’s an excerpt from my article on just how to do this. Scripting, an often-overlooked technique…

When Did “Thank You” Become Hard Work?

“Thank you.” Somewhere along the line, these two easy words have become hard for people to say. I don’t mean the robotic phrase used at the end of a transaction: “Thank you. Have  a nice day.” I mean the sincere appreciation that should follow every contract signed or every referral delivered. I am surprised how…

It’s Showtime

Great customer service doesn’t just happen. The health care organization where I worked for eighteen years was renowned for customer service. Patients for miles around said what a great health care experience it was. Referring physicians frequently asked me, “How did you find such great staff?” Want the full article as a PDF? Get it…