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Tag: dealing with conflict

Conflict Communication: Should I have this conversation?

Cornerstone Coaching and Training

Author’s note: The following is an encore blog – originally written Sept. 2010.  Since then, we’ve fallen in love with Kauai and return every other year… The first time my husband and I went on vacation to Kauai, we stayed in a studio apartment attached to a private home. We decided not to stay in a resort hotel so we could have some real peace and quiet. The first morning we were there, we were woken up by a rooster crowing loudly in the yard at oh, about 4:00 a.m. Okay, we were on vacation, and vacation to me means

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Having a Tough Conversation at Work- 5 Rules to Follow

Cornerstone Coaching and Training

One of the biggest communication challenges I see managers deal with is how to have a tough conversation with someone.  This goes along with earlier articles I’ve written about dealing with difficult issues as they come up — sooner rather than later.  One reason that we don’t deal with this stuff, is because we don’t want to have an uncomfortable conversation.  So, the issue goes on until you have a big mess on your hands.  Ever been there? We all know that we can’t change someone’s personality  (though, don’t you wish we could?), but we can change their behaviors.  In

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Customer service done right: Just my PJs

Cornerstone Coaching and Training

I wrote a while back about a bad customer service experience at my former favorite coffee stand. By the way, that still bugs me and I haven’t been back since. Today, I write about how to turn a bad customer service experience into a good one. I was in Washington D.C. this week for a conference and stayed in a really nice hotel.  The kind where you pay for internet,  and the house wine is $13 a glass. On  my second day there, I headed to bed and couldn’t find my pajamas – they were just old flannel pants and

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