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

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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.

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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, it’s critical any

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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 communication is the way

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Enhancing the passenger experience: ACI’s Employee Engagement Survey for Customer Experience

“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,” refers

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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 influenced by the

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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 all

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