75/25 Rule

75% of dealing with difficult people and situations is understanding. 25% of dealing with difficult people and situations is skill and technique. The good news is it’s something we can all improve upon; most of us are not born with the ability to handle the sticky wickets among us. Practice every chance you get, as…

Next Best Steps

This is the best phrase for moving a conflict forward: “What’s our Next Best Step here?” Whether it’s with a client, colleague or loved one, you will always be taking the high road if you’ll remember this valuable phrase. When we focus forward to fix facts, rather than back on blame, the conversation takes on…