Happy New Year! I hope everyone enjoyed a peaceful holiday season and that 2013 holds not only prosperity but a few dreams come true for each of us. This quote has been following me around the past few weeks: “I like good strong words that mean something.” Louisa May Alcott This is such a great truth in my life. I have understood the power...

One of the best ways to improve communication with others (on the phone, in writing and in person) is to focus on them. In other words, as I’ve shared in previous posts … It’s Not About You! Using the word “comfortable” on the phone helps you make it about them. Here’s why: Business telephone conversations are usually headed to...

No matter why we pick up a phone – to close a sale, book a meeting, connect with a customer or resolve a service issue  – being able to inspire a conversation holds tremendous value. It is through conversation that we can: *hear opinions, thoughts and feelings; *encourage participation; *establish rapport and build relationship; *s...

This past week I immersed myself in phonework for three solid days – a rare occurrence that I welcomed with excitement. (I know, I know, many of you think that is completely bonkers!) But dialing the phone to accomplish a specific goal is the foundation of The Phone Lady. Without my enjoyment of - and curiosity about - this specific task, my work...