Author: Emily Schunior

For Better Results, Pump Up the Positive

Delivering performance feedback to employees is a challenging and complex undertaking and one that most of us find awkward at best. But there are some foundational principles that can help cut through that complexity and one of those is “be positive”! In many different studies of high-performing teams, it has been demonstrated that to perform […]

4 Steps on How to Handle Upset Customers with Skill and Caution

Your Customer Called and She is Frustrated Calls from angry customers are absolutely the worst. I get it – you want to ignore them and crawl under your desk. However, if you take some deep breaths and follow these guidelines, you may find that while it’s painful to go through in the moment, handling a […]