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“We resent being talked to. We’d rather be talked with.”
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”
― Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today
― Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today
“What is needed now is for leaders to become more open, more flexible, less egoistic and less hypocritical. We must loosen our death grip on whatever we believe to be the truth simply because it is how we want the truth to look. We must be honest with ourselves and invite honesty from others.”
― Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today
― Fierce Leadership: A Bold Alternative to the Worst "Best" Practices of Business Today
“leave this conversation with”
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
“After a few minutes I stopped David and asked each group to tell him what they had “heard.” The content group fed his words back to him almost verbatim. David nodded. The emotion group picked up on his frustration, embarrassment, and helplessness. David acknowledged all of this. The group listening for intent delivered the blow: “You aren’t going to do anything about this. Right now, it’s all just words.” David blanched and disagreed with their assessment. On the very next break, he helped himself to brownies. David had given us the usual rhetoric that most of us hear and even say ourselves when trying to lose weight: “I’ve got to get a handle on this. I’m going to watch what”
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
― Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time
Darcy’s 2024 Year in Books
Take a look at Darcy’s Year in Books, including some fun facts about their reading.
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