From yesterday, an email exchange that took a bit too long: Them: Dear Group Traveler, Thank you for booking your Group with Southwest Airlines. The attached Travel Agreement contains your itinerary, instructions on how to complete your Group reservation, and Group policies…. Me: If in the next week, I wanted to add 6 seats at … Read more
Sarah and Alan talk about a technique to cut down on passive-aggressive and/or sarcastic speech from the people around you. Related post: Ignore the Tone
Jayson and Alan discuss: Sometimes leaders need to walk the fine line between consistency and flexibility. Related Post: Grace vs. Enabling
When we don’t like the way things are, we have three choices on how to deal: adapt, report, or accept. Sarah and Alan discuss.
Matt shares the Quantum Apology Model with Alan; the AAMR method helps leaders – and anyone – apologize with sincerity and grace in order to improve positive relationships and move forward from conflict or misunderstanding. Related posts: What if someone rejects an apology? Apologies
Jayson and Alan focus on this rule of thumb: 80% of choices are based on emotion, not reason. How can leaders cope with this reality in others — and themselves? Related posts: Beware acting when stressed. Fear and Vision