If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...

Dindinger says that this phrase lets the other person know that they are safe, and they are not alone. “One of the ways our nervous systems regulate is by the closeness of others who are safe,” she ...

Last night I went to a dinner party and one of the guests was so shy, his face alternated between deer-in-the-headlights to disgust as he observed the rest of us chatting and having fun. As a divorced ...

The Canadian government might confiscate my passport for this one, but I’m gonna say it anyway: Stop telling customers you’re sorry. Take a look at any contact center’s quality monitoring scorecard ...

Empathy. It’s something that unfortunately, we are finding less and less in this world, but when it does happen, it warms hearts and shines brightly in the midst of any darkness. Knowing that you’re ...