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Conscripted by the NFL Draft
Last month, the NFL is held it’s annual draft in Philadelphia. The location, a stone’s throw from our neighborhood, was in front of the Philadelphia Museum of Art, home to those iconic steps made...
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Is your Communication Generating Unintended Consequences?
You’re No Harvey Weinstein (not even close), but is your Communication Generating Unintended Consequences? Once again, tales of horrid misconduct and harassment have grabbed the headlines. If it’s at...
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The 3 Pillars for Effective Communication in the Workplace
2,300 years ago, the noted Greek philosopher Aristotle made a significant discovery when he successfully identified the three core tenants to persuade another human being successfully. Undoubtedly...
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Enhancing the passenger experience: ACI’s Employee Engagement Survey for...
“Customer experience” is a widely used term, the definition of which can vary depending on the industry. For airports, the customer experience, or perhaps better labeled the “passenger experience,”...
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What is Organizational Communication and Why is it Important?
What is organizational communication? It’s a term that can elicit different definitions for different people. For simplicity’s sake, here is how I define organizational communication: Organizational...
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How Managers and Leaders Can Improve Communication Skills
Organizations depend on competent leadership to grow, prosper and ultimately survive. Typically, communication in the workplace will mimic and follow the communication style of the leaders. Therefore,...
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Why Invest in a Customer Service Training Program?
There are no secrets when it comes to customer service. Most people like a smile, eye contact, and a pleasant demeanor. It’s no secret that people like being listened to. It’s not surprising that...
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The High Cost of Poor Internal Communication
On April 9, 2017, a passenger was forcibly dragged off a United Airlines flight from Chicago to Louisville, KY. The passenger, Dr. David Dao, had refused to give up his seat as requested by a flight...
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Contagious Smiles for Everyone
On a recent flight back to Philadelphia from Dallas, where I had attended an airport customer experience symposium, a most wonderful thing occurred. In the late stages of the boarding process, a woman...
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Good Morning, Good Afternoon, Good Idea
Good Morning, Good Afternoon, Good Idea I’ve reached that magical age in life where one is strongly encouraged to undergo a colonoscopy, which I recently did. Sparing the minute details, this...
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