1 Non-Verbal Communication Hack Will Make or Break Your Presentation

Paralanguage is how we speak, and it is the most powerful form of non-verbal communication. I truly believe there is one non-verbal communication type that has the most powerful impact and it's paralanguage. Paralanguage does not have anything to do with body language. Paralanguage is how you speak: The rate, tone/pitch, and volume/inflection of your speech, and of course, the dreaded use of filler words. Mastering paralanguage allows you to have impact with your presentations and pitches, with your job interviews, while negotiating, and while you are networking with others.

Executives Shares Tools, Tips to Help Monitor Employee Performance

Keeping an eye on employees needs to be a top priority at any collection agency, and not just because of increased compliance risks, according to a pair of executives who spoke during a webinar hosted earlier this week.The webinar, on the topic of monitoring employee performance, was sponsored by Peak Revenue Learning. A copy of the recording can be accessed here. The speakers were Kelly Parsons-O’Brien from CBA Credit and Chrissy Rioux from Credit Solutions.

Do You Make These 3 Mistakes? If so, Your Company has Bad Client Service

Bad client service almost always comes down to the same common problems. I often wonder how people don't get what great client service looks like - in any business. Think about it. If you go into a restaurant and the host or hostess is on his or her phone, not paying attention, as a client you immediately get aggravated. Or if the waiter never checks back to see if you need anything after the food has arrived. These little things greatly affect the way a person perceives the business - and they're so easy to fix. Another example I'm sure we can all relate to is going to see the doctor.

3 Management Fundamentals That Will Serve You Well in 2018

We often tend to make things harder than they are. While you'll never catch me saying management is an easy job (if it were, we'd never have around 70% of employees chronically disengaged), some of the basics underlying success involve more common sense than complexity.In this spirit, let's look at three basic aspects of management, all of which, if practiced diligently, have the definite potential to positively impact productivity.

6 Steps to an Annual Plan that Accelerates Growth

It’s that time again, and most CEOs and leadership teams are pulling their 2018 plan together. There are a lot of ways to plan and set targets and expectations for the new year. Here are some ideas to make the process more than a financial document and yardstick, but a tool for alignment and clarity on priorities that your team can use operationally in the year ahead. Hopefully, it can also help you get more done and accelerate your growth.

Why Copying Successful Firms Can Make You Worse Off

Making strategic decisions is no mean feat. Whether it concerns the location of a new plant, whether to enter a particular foreign market or what process management system to adopt, these decisions are fraught with uncertainty. That is because they can influence a firm’s performance for many years if not decades to come, yet we do not know what the future holds and what our industry will look like 10 years from now.

10 Phrases You Should Start Saying More Often at Work

If your ego doesn't get in the way, any one of these 10 phrases is a great way to build trust at work. In management literature over the years, thought leaders keep drilling down on trust as that one huge motivator that will get you great collaboration, increase employee engagement, and lead to positive business results. But what's the starting point to trust? Well, like anything else involving communicating with another human being, it's the words we choose that matter.

Are Your Key Employees a Flight Risk?

For the past several years I’ve been trying to alert leaders to an impending existential threat to their organizations. I no longer feel the need to do that because it’s no longer impending. The danger is upon us and if you still don’t know what it is then frankly there is little long-term hope for your organization. Hopefully you’re at least in the group who has the feeling that it’s harder to find people than it used to be…what you need to know is that it’s not just a feeling, it’s a very serious threat to the very existence of your business or organization.

Serial TCPA Plaintiff Settles 31st Lawsuit, Has Netted More Than $800k

Jan Konopca’s reign of Telephone Consumer Protection Act terror against companies has come to an end. For now, at least. Konopca’s lawyer announced in December that his client had reached a settlement with FDS Bank over alleged violations of the TCPA, the 31st such time that Konopca had made such a claim against an organization. The previous 30 cases netted Konopca about $800,000, according to a letter from FDS Bank.

10 Step Process to Becoming an Elite Salesperson in 2018

What are your goals for your salespeople in 2018? Do you want them to just meet sales objectives or do you want them to crush and move on to more money and more fun? I learned to sell in my Navy career. We’re all in sales of some sort every day of our lives. I learned that an essential component of leadership was selling your ideas and strategies to others.

A Pre-Feedback Worksheet: From Finding Fault to Useful Feedback

Fault-finding is an island of security for incompetent leaders. Feedback launches into the deep. Fault-finding makes:

  1. Weak leaders feel powerful.
  2. Dumb leaders feel smart. 
  3. Unworthy leaders feel deserving.
  4. Small leaders feel big.
  5. Insecure leaders feel safe.

Managers: What You Should Do When an Employee Reports Harassment

What happens when a person reports sexual harassment to their manager but doesn’t want to go to HR? The list of high-profile executives and celebrities who’ve been accused of sexual harassment grows longer by the week. But the wave some are calling the Weinstein effect – in which those who’ve been victims of harassment on the job are coming forward to say #metoo – isn’t taking into account that there are many, many more who remain silent or anonymous because they fear retaliation – even if the law is technically on their side.

The Biggest Mistake Companies Make with their Acquisition Funnel

You're probably familiar with the idea of a sales and marketing funnel. Traditionally, your funnel starts at the top with your total available market. From there, your first objective is awareness. You want them to know that you and your products exist. Then, there's trial, you gave them a taste of the value you provide to wet their appetite so they'll actually complete a transaction with you and buy whatever it is you're trying to sell.

Let Job Candidates Sell Themselves on Your Company

Candidates always believe themselves, but may or may not believe you. If they’re going to buy in to your opportunity, they’re the best-qualified salespeople to make that happen. We’ve all heard it said that a company’s most important asset is its people. When we say we love a company, what we’re really saying is we love the work being done by the people in these organizations. People are the reason why top brands such as Apple, Alphabet (Google), Amazon.com, and Starbucks remain some of the world’s most admired companies.

The Hidden Costs of a Soft-Skills Deficit in Middle Management

“Advancement in a position is based on the candidate’s performance in his or her previous roles, rather than performance in their current role.” –LJ Peter, 1968

LJ Peter’s enduring principle of business is still true nearly 50 years later; most people are not prepared for the job they have when they begin it. As they advance in their careers and begin to manage others, their success or failure in jobs for which they are initially unprepared generates exponential effects -- good and bad -- for their organizations.

Executives Share How Their Agencies Approach Compensation, Discuss Importance of Non-Financial Perks

Sometimes, it’s as simple as a coveted parking spot that makes people feel wanted. When it comes to making employees feel wanted, the non-financial perks can matter just as much, and in some cases more, than what’s in an employees paycheck. A pair of speakers shared how their collection agencies structure their compensation packages for collectors and support staff during a webinar which was sponsored by Peak Revenue Learning. The webinar speakers were Tracy Dudek, the vice president of operations at State Collection Service, and Christian Lehr, chief operations officer at Healthcare Collections Inc.

What to Do When People Keep Quitting

Sometimes the best efforts at retention fail. Here’s how to understand why people leave, and what to do about it. Ever notice how one person quitting their job can lead to a rush of others out the door in short order? Whatever the reason, says Lisa Sterling, chief people officer at Ceridian, a global human capital management technology company, managing a team with high attrition requires internal changes to ensure employees feel satisfied and engaged, as well as stop further departures that can eat into the bottom line. 

How to Win an Argument

Dale Carnegie said that the only way to get the best of an argument was to avoid it. He was a very smart man. I suppose the title of this post is a little misleading because the fact is you really can’t win an argument. You may be able to use your words to beat someone into submission, you may be able to force someone to comply with your wishes and you may be able to make someone feel stupid and defeated. But you didn’t actually “win” anything. 

Survey: Remote Workers are Paranoid and Feel Left Out

When you’re a remote worker, there’s a nagging thought that creeps in when your emails and messages go unanswered: Is everyone hanging out without me? When you’re not physically in the rooms where it happens, you can start to worry that you don’t have a seat at the table.That’s what a new VitalSmarts survey of 1,100 employees found.

Judge Calls Out Lawsuit for Being ‘Silly,’ but Denies Sanctions

A federal judge in New Jersey has tossed a potential class-action lawsuit against a collection agency, ruling that the arguments made by the plaintiffs in the case are “silly.” A copy of the ruling in the case — Macelus v. Capital Collection Service — can be viewed here. Attorneys for the plaintiff argued that the language used by the collection agency in a letter sent to collect on an unpaid debt of $351 was confusing and that the “least sophisticated consumer” as interpreted by the Fair Debt Collection Practices Act would not have understood the identity of the actual creditor.