Customer Service Unplugged

Customer service, how should it be done? That’s a cinch. Some people, however, would argue otherwise, contending it would be much easier to debunk the Big Bang Theory or define how the universe was created out of ‘nothingness’. Well, let’s leave such hyperboles to sitcom writers and renowned theoretical physicist and author Lawrence Krauss, respectively. … Continued

The Long and the Short of It

Such is our crazy busy life that even our short messages are viewed as too long. We are immersed in a world of communication laced with abbreviations and emoticons. While ‘U r ok’ messaging is the new graffiti, let’s not delude ourselves that it replaces poetry or that instant messaging is the toll bell of … Continued

Uncommon Common Sense

“Yesterday I died.” It’s a common feeling among students subjected to communication and teaching styles based on ‘common sense’. “First tell them what you’re going to say. Then, tell them. In the end, tell them what you said, again.” This is sheer nonsense. I doubt this recommended, repetitive rubbish was ever true. It continues to … Continued

The Professional’s Toolkit

He was lying to my face about his involvement in the conflict. The digging discovered yesterday posed no threat to the venue. The company was told to pay $500 million in patent trial. At the risk of oversimplification, these media one-liners speak volumes about the journalist’s tool kit. The statements stem from six interrogative words … Continued

Don’t be the elephant in the room

“Why did you fail?” asks one student to another. “Because I had that instructor,” came the reply. “Why did you pass?” asks the second student. “Because I had the same instructor.” This exchange speaks to the tremendous importance of your personal reaction to matters in a given situation or environment. What was your focus? Where … Continued

Portrait of an Effective Teacher

I’m just not into James Joyce.  I never managed to read A Portrait of the Artist as a Young Man. I’m told it’s an awakening and rebellion against religious conventions—not the stuff of dramatic import that I would find intriguing. One basic Joyce theme does ring true, the notion that an epiphany can dramatically alter … Continued

The Golden Rule of Learning

You get what you want by giving others what they want. This is a recurring theme in any course on behaviourial psychology. It is a powerful message delivered differently by various authors and with dazzling humour by some talented presenters. Many advocates of influencing people positively present their material with an aura of scientific precision. … Continued

The Power of Case Studies

Everyone loves a good story. Infusing case studies with storytelling, not just factual issues, provides students with opportunities to solve problems applying creative and critical thinking skills. We never want to dictate understandings. We want students, different as they may be, to understand meaning, draw inferences, and interpret information to discover universal experiences and truths. … Continued

A Teacher’s Lullaby

Teaching puts me to sleep. Yes, it’s true. After 40 years on the education scene, I still find, beyond everything that is professionally reasonable, teaching sessions at workshops, conferences, and academia that are more potent than the strongest off-the-counter sleeping pill. One more yawn and my jawbones will veer off in separate directions. In elementary … Continued

Education Begins With A Needs Analysis

All education must begin with a needs analysis. We must deliver what the students need to perform and apply the requisite knowledge and skills in an ethical and professional manner. Adult education is not intended to correct shortages in motivation, remedy personal inadequacies, or alter deficient value systems. These are the purview of Dr. Phil, … Continued