Turn Down the Volume


Working in a call center, call volume is the be-all and end-all, despite the nods higher-ups make to quality and customer satisfaction. What matters most is how many calls I answer… not how many people I assist or educate or, God forbid, improve the days of during those calls.

Tales from the Call Center: Just another day in the office…


Tales from the Call Center: “I’m supposed to be the antidote to the automated telephone system, but it doesn’t always feel that way. Couldn’t I help people more effectively if we could just interact like human beings? Productivity and efficiency are buzzwords in the business world, but is it working?”

Special Series: Cultivate Creativity

Brieann Kinsey, designer extraordinare

For the last few weeks we’ve been running special series called Cultivate Creativity, inspired by Nolan Bushnell’s latest book. We ran four wonderful pieces from existing contributors, and if you missed them, you’ll want to check them out now…

[Video] Charlie Gilkey on Communication Structure

Charlie Gilkey / Productive Flourishing

Today Productive Flourishing’s Charlie Gilkey explains that the best structure in your business is well-structured communication, rather than an overly structured environment. Enjoy!

Presence Point: Does Your Feedback Make Me Look Fat?


No matter how well meaning our intentions are, delivering feedback is a delicate process — so what works, and what doesn’t?

Quality of Connection: The Secret to Communication Skills Mastery


Our quality of connection — how connected we feel with someone — is one of the most obvious and therefore one of the most overlooked nuggets of gold in interpersonal skillfulness.

Presence Point Book Review: ‘Trust Me: Four Steps to Authenticity and Charisma’ by Nick Morgan

Nick Morgan

Trust Me: Four Steps to Authenticity and Charisma by Dr. Nick Morgan is a must-have for anyone who wants to be a more effective, persuasive, influential & powerful communicator.

Presence Point: Get On The Ball

A National Acrobat - http://www.flickr.com/photos/xctmx/4592888992/

Literally. Grab a large stability ball. Sit on it and bounce for 15 – 20 minutes. Why would you bounce on a ball? Read on to find out!

The Effectiveness of True Empathy

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A powerful technique for empathy in communication from Derrick Jones, and the edge you need in order to really connect with the person across the table!

The 3 Components of Powerful Appreciation

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Gratitude keeps us connected to what is working, rather than dwelling on what is not working.