At the first sign of emotional escalation, a great communicator stops, asks questions, and listens intently. No arguing, no defending, no pointing out mistakes—just genuine, authentic, empathetic listening. Here is an example of what you might say in the first stage: “I can see that you are frustrated and upset about the situation, and you have

From that day forward, whenever somebody says, “This is important. I’d like you to write something up on it and get it to me as soon as you can,” I reply immediately with: “Could you help me understand exactly what you mean

Consistently superior results do not come from chance, fate, or good luck. They come from systems and processes that have identified all of the steps necessary to produce excellence

5. Conduct a survey to assess the current culture of your organization and the level of engagement of your employees.

this book, I am not merely going to tell you what the pattern of successful companies is. I am going to tell you exactly how to apply these critical strategies in your organization and give you lots of examples and workshops to help make sure that you execute them effectively and consistently.

If you can create an organizational culture that delivers these six factors to your employees in abundance, the likelihood is high that you will develop a group of highly engaged employees who will strive to deliver only the highest-quality products and services to your customers. To me, it is pretty straightforward: take great care of your people,

these statements can be effective is if people honestly

They are spending every waking minute just trying to keep up, trying to stay in the race, trying to keep their jobs.”

Lack of open, honest, frank, and courageous communications is the number one cause of problems in most businesses today. • Communication effectiveness falls apart on two levels: poor communications at the organizational level, which is driven by poor communication skills at the interpersonal level. • Managers and leaders often feel they are much