Author Archives: Business Training Center from

Rewarding Customer Service: Creative Gifts

Everyone likes to feel noticed and appreciated — and for staff working on the front lines with customers, a small reward or gift for the work they do can be particularly meaningful.  I once worked with an employee-centered customer service manager who has a great set of small symbolic gifts and rewards — each embossed…
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How to Say It: Phrases for a Performance Appraisal

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Performance appraisals can create stress for supervisors, particularly when you need to provide corrective feedback. Even the most experienced managers can find themselves at a loss for words during the conversation.  Here are some phrases to help engage the employee in a two-way dialogue. “The ABC Project was a key area of focus for you…
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The First Rule of Appraisals: No Surprises

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Samantha and James ran into each other in the break room and began discussing their upcoming employee review.  James is feeling a great deal of stress because he has a lot of uncertainties.  Samantha is looking forward to meeting with her supervisor and getting a chance to discuss her future with the company.  Samantha feels…
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Leadership and Teamwork: Blending I and We

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“There is no I in TEAM” is a popular expression, but great teams know that individual leadership is essential to effective teamwork. In fact, without effective leadership, teams often lose focus and direction, and work and morale suffer as a result. Different leadership approaches work equally well on teams. When you are launching a team,…
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Bringing the Outside In: Teams and External Awareness

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When we talk about teamwork, we often focus on internal dynamics: goal setting, communication, leadership and process. It is equally important, however, to build team skills in political savvy and external awareness. These skills help the team scan their environment for new information, and prepare key stakeholders for future steps associated with the team’s work….
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Five Communication Tips for Teams

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Communication is a central activity for all teams. In this post, we review five practical communication tips that lead to better teamwork. Make it common practice to revisit the goal. Many team-focused articles talk about the importance of mission clarity and alignment, but too often, teams don’t actually ask, “wait, why are we doing this?”…
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How to Write a Business Letter

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Twenty-five years ago, business letters and memos were the go-to forms of written communication in the workplace. Today, most of us hastily type emails and instant messages instead. But the business letter is not dead! Use this more formal approach to present official information – such as contract terms and descriptions of services – to…
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The Email Tennis Match…Business Communication at its Worst

It happened again.  I’m copied on an email and have become part of an email tennis match, watching the emails go back and forth between two colleagues. At this point, no one is winning and the emails are becoming more heated with every exchange. Have you ever sent an email or been included as a…
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No-Hype Social Media for Business: LinkedIn™

As a small business or B2B owner when you look at a typical social media rah-rah article you probably come away wondering what all the hype is about. Most of it doesn’t seem to apply to you. This happens because the early drivers of social media marketing were B2C companies that cater to young buyers….
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