When I wrote a column on taking care of customers, one negative e-mail stood out to me because it illustrates an important point so well: Companies need to continue to stress customer service and ...

Whether they’re giving tough feedback, addressing conflict or navigating sensitive issues with stakeholders, a leader's job ...

Difficult conversations about performance should not be the norm for any business, but sometimes they are unavoidable. Here’s how to navigate them successfully. Tackling difficult conversations with ...

How do you handle difficult customer service interactions? Picture it: You’re on the receiving end of some service snafu (or worse). Things have not gone as promised. They’ve taken a bad turn. Now you ...

Starbucks is teaching staff how to de-escalate conflicts involving customers breaking its new in-store policies. As part of ...

In the professional world, encountering difficult bosses is almost inevitable. Whether they are micro-managers, disorganized, or authoritarian, understanding how to manage these relationships is ...