The best way of countering liars is to follow the old adage “trust, but verify”
Recognizing that we are being lied to is an important social and business skill. But surprisingly small factors about someone, – where we meet them, what they wear, what their voices sound like, whether their posture mimics ours, if they mention the names of people we know or admire – can enhance their credibility to…
Five actions that will build trust in your organization. But only sustained behaviour will ensure that trust survives and thrives
Trust is the belief or confidence that one party has in the reliability, integrity and honesty of another party. It’s the expectation that the faith one places in someone else will be honoured. When I asked 537 managers how leaders build and destroy trust, here’s what I learned: It’s always a case of ‘follow the leader.’…
When your business colleague stops looking at you, she is "saying" with her eyes that she has, in effect, stopped listening
You're at a business event and the colleague you've been having an intense conversation with begins to shift her gaze from your face to look around the room. Ever wonder why that makes you feel as if she has stopped listening? You know it's not logical. A person doesn't have to look at you to…
If a speaker's gestures are not in full agreement with the spoken words, the audience perceives duplicity
Have you ever noticed that when people are passionate about what they're saying, their gestures automatically become more animated? Their hands and arms move about, emphasizing points and conveying enthusiasm. You may not have been aware of this connection before, but you instinctively felt it. Research shows that audiences tend to view people who use…
Small nonverbal changes can make a big difference in how people perceive and relate to you
I’ve spoken to over 200 business, university, association, and government audiences and, in the process of preparing to address these very savvy professionals, I’ve discovered even more about the role of body language in business success. Here are my 10 simple and powerful body language tips I've culled over the years: 1) Before an important…
Six steps to achieving a positive customer sales experience from beginning to end
A customer-centric culture is not just about offering good service. It’s a way of doing business that provides a positive customer experience before, during and after the sale in order to drive repeat business, customer loyalty and profits. Elements of customer centricity include: Employees understand what customers want. They capture customer insights and share this…
The high achievers of today are not so much a product of superior expertise as they are a product of superior networks
What really distinguishes high performers from the rest of the pack? Their ability to maintain and leverage large, diversified networks that are rich in experience and span all organizational boundaries. In other words, our greatest advantages aren't coming from what we know but rather from whom we know – and the high achievers of today are not…
There is nothing more immobilizing than hanging on to knowledge whose time has expired
I believe in ghosts. Not only do I believe in ghosts, I've seen how they haunt workers, teams, departments and entire organizations. And nowhere are these workplace ghosts more insidious than in the area of collaboration. What I'm calling "ghosts" are out-dated attitudes and behaviours about collaborative knowledge sharing that still haunt corporate halls and…
The way to focus people on the organization's optimal future is to get them to pay attention to their own insights
Don't you just hate dealing with people who fight against every plan for organizational change? You know the type: They're disruptive, set in their ways, and highly resistant to change, even when it is obviously in the best interest of the business. Well guess what? Research suggests that those trouble-making, inflexible, change resistors are ...…
What could possibly go wrong?
Don’t like being interviewed on video? Prefer an in-person meeting? Well, you're out of luck – video interviewing is here to stay. That means learning to avoid the pitfalls of virtual interaction. Here are my answers to some questions you should be asking to prepare for your upcoming video interview. Question: Can you tell me how to…