Author: Pat Fontana

Are you using your words for good?

“We can each take the time to think about the words we are posting, to think about the real humans that will see and be affected by those words, before we hit the magical button that sends our words out into the world.”   Check out my Op-Ed piece, published in the News & Observer: […]

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Human communication means business

Everyone has a customer service story.   Everyone has a workplace communication story.   Everyone usually tells these stories in a negative light.   What can we do to change the stories to improve the business environment?   Very simply, we can remember that we are communicating with humans.   Technology has distracted us from […]

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Business secret: Communicate often – and well

I didn’t know. My manager didn’t tell me. That’s the first I’ve heard of it. That clerk was so rude. I’m never going back there again. Those people don’t seem to talk to each other. Sound familiar? Are people saying this in or about your business? Communications can help or hurt your business. Poor – […]

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What are you striving to become?

If you are striving, is that actually a good thing? Wouldn’t it sound better to simply say you are doing? For example, “We are striving to be the best in customer care” makes it seem like you’re trying really hard, but you’re just not quite there yet. Doesn’t it sound better to say “We provide […]

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Here you go

Customer service. Remember that? It had something to do with communications. Ah, right. Now I recall. There was a pleasant focus on manners, with “please” and “thank you” sprinkled throughout. What do we get now? “Here you go.” That’s it. That’s what they say. “Here you go.” They are, of course, the customer service representatives, […]

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R.E.S.P.E.C.T.

Positive communications, customer service, and business relationships are all developed from a base of respect. Think about it. If you don’t respect your clients, potential customers, vendors, or fellow business people, how will that affect your own business growth? How do you show respect in your business relationships? Do you follow these guidelines? Respond to […]

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Are your words working . . . for good?

Many of us have made New Year’s resolutions, which may or may not have already been broken. Here’s one more suggestion: try focusing on the positive in your written and spoken words. There are a lot of clichés floating around this time of year, encouraging us to do good things. Be nice. Think of others. […]

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We seriously need to talk

If we only took the time to communicate, how many problems could we solve? Lately we’ve seen and heard a lot of yelling, a lot of misunderstanding, a lot of quick action without apparent thought or any attempt at true communication. If we all (and I do mean ALL) stopped for a few minutes or […]

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First, we must listen

When we think too much about what we are going to say next, we are not able to listen to what is being said to us. Listening requires focused attention. While we may hear the noise of the words (think Charlie Brown and any adult), we don’t always listen to the words themselves. I have […]

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Autocorrect: The good, the bad, and the really ugly

The good news is we don’t have to think very much anymore. The bad news is we don’t have to think very much anymore. Computers, smart phones, tablets all think for us now. Scared yet? You should be. Autocorrect is an amazing tool. All you have to do is start typing a familiar word and […]

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