Categories:
Behavioral Economics
Book Club
I just shot this commercial for next week’s Book Club. Enjoy!
I just shot this commercial for next week’s Book Club. Enjoy!
Apr 4 2020
Scientific arguments are to be respected, and in the nearer term, anyway, we ought to heed the warnings and advice of scientists and doctors. But when authorities proclaim the present state of emergency to be a “new normal,” we have a duty to do more than listen. We need to start a conversation. What do we mean ...
Apr 3 2020
Along with a slight appreciation of Laura Ingraham. Consistent with the spirit of my most recent post, "Socratic Grilling as a Way to Learn," I watch the Fox News Channel a few times a week and often flip to CNN to see what they're saying. On both networks, people spin like crazy. Which does not mean that you can't ...
Apr 3 2020
I just shot this commercial for next week's Book Club. Enjoy!
READER COMMENTS
Vincent Passanisi
Apr 4 2020 at 3:04pm
Very excited about this! One of my favorite books of all time. I learned so much about how to communicate in my professional and private life from this book. You are absolutely correct to say that Carnegie’s points are self-evident yet so few people are able to put them into practice, myself included.
I use this book to train our employees on customer service. And I’ve created a four-step process for dealing with customer complaints that is based on the principles in the book.
I remember meeting with one group of employees, and we were discussing Carnegie’s principle: “Try honestly to see things from the other person’s point of view.” I asked the employees to tell me what bothers them most when they are at the counter in a shop. Several of them said that they hate when employees at the counter turn their backs and are laughing and talking among themselves and not helping the customers. I said, “I agree, that is really bothersome. I wonder, do you ever do that to customers?” I wished I had a camera to record their facial expressions. You could see it dawn on them that they were doing the very thing that bothered them most in others. I can’t tell you how much our customer service improved after that.
Looking forward to this book club!
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