By Steve Adubato, PhD
Some crises can’t be avoided; especially natural disasters and the brutal weather that keeps airplanes on the ground. If you’re Jet Blue, you might call last Wednesday the “Valentine’s Day Disaster at Kennedy Airport.” Jet Blue has a reputation of excellent customer service. They’ve gone out of their way to treat customers with courtesy and consideration. One key to this past success has been the way Jet Blue communicates.
By Steve Adubato, PhD
In a February 8th article published in The Star-Ledger, Janet Cho examined what she called “Lessons in Employee Appreciation,” which focused on celebrating employees. Cho explored the problem of “valuable employees” who leave an organization for a variety of reasons including boredom; not feeling appreciated; or being underpaid. Cho asked, “What’s a boss to do” to keep good people on board?
By Steve Adubato, PhD
Art Browne from Woodbridge wrote in response to a recent column that explored an example of an ineffective PowerPoint presentation with way too many slides and statistics crammed together with no coherent message. The presentation left many audience members confused and bored. Says Browne; “The presenter could have started off by verbalizing the findings of the study, catching the audience’s interest with some dynamic revelations and then space out use of stats to support the findings. Then, she could have verbalized a strategy to correct the present circumstances if they are negative and use whatever available stats to support the strategy.”
By Steve Adubato, PhD
It’s not too late to make some important resolutions for the New Year, particularly when it comes to improving your communication both at work and at home. Consider these options:
By Steve Adubato, PhD
Crisis communication. Some corporations spend millions of dollars on so-called “crisis communication plans.” Others ignore the subject like the plague and simply hope for the best praying that they never face a crisis. Wishful thinking is no substitute for a strategic and smart communication plan. Yet, the term “crisis” in corporate America has been narrowly defined around highly-public disasters.
By Steve Adubato, PhD
The self-help and communication world lost one of its greatest contributors recently. Richard Carlson, the author of the best-selling book and series, “Don’t Sweat the Small Stuff,” passed away last week. Carlson has had an impact on millions who have read his “small stuff” books and bought into his simple, yet powerful, philosophy that it is the small things that make a big difference when it comes to communicating and connecting with others.
By Steve Adubato, PhD
The recent Michael Richards rant at the Laugh Factory comedy club raises a variety of interesting communication issues. One question revolves around how great communicators on stage should handle being “heckled” or aggressively challenged by an audience member. Clearly, Richards’ “racist rant” will become a classic case study of how not to communicate under pressure. But what are the best techniques and approaches for the rest of us when the heat comes from our audience?