The People Factor

Silent treatment: Non-verbal cues send strong messages

So I’m watching this year’s Best Picture (again) and it strikes me that this film may also deserve an award for “Best Example of Effective Non-verbal Communication.” Now this may seem like a bit of a “duh” moment to most of you, since The Artist was, after all, a silent film, but bear with me....

Sticks and stones? Your choice of words matters

As I watched this year’s (largely) predictable Academy Awards, I found myself—when not wincing in response to the numerous low points in the show—thinking of one of my favorite scenes from this year’s multi-award winner, The King’s Speech....

"You had me at Hello?" Poor interviewing practices have long-lasting effects

“I can tell whether to hire someone within the first three minutes of the interview.” It’s a pretty common boast, especially among seasoned managers and executives....

Can't get no satisfaction: Customer service makes business sense

So I’m a little late getting my wife’s 85-year-old uncle to the airport. We arrive at the ticketing area, only to find a huge, serpentine line 30 or 40 people deep. I’m not happy. Uncle Roy’s taking it all in stride—a relative term, since he only walks with the assistance of a cane. But he’s...

He said, she said: Good grammar improves communication

OK. That’s it. I’m sitting in my family room watching “The Today Show” and Meredith Vieira has just invited us to “join Matt and I” for the next segment. “Matt and I”? Really? If you’re reading this and don’t understand my concern, then this article is specifically intended for you—because,...

Some like it hot? Work environments impact productivity

So I’m sitting at my desk, in the dark, sweating. Not because I’m late for another article deadline (though, of course, I am), but because it’s 84 degrees in my office right now. You see, our HVAC (Heating, Ventilation and Air Conditioning, for you non-gearheads) is out, and our building, while...

Thank you, Sir--May I have another? Smart discipline hurts...but in a good way

So I’m driving down one of Kansas City’s busier streets after work one snowy January night (exact time 6:30:19.9 pm…more later on why I know this). As I go through an intersection, a strobe light flashes behind me, twice, reminiscent of a camera flash. I briefly wonder what this is about; but...

Experiencing 'minor' difficulties: Employing teens presents special 'opportunities'

To say that movie theatres have a unique challenge regarding the age demographic of their “typical” employee would be an understatement. Despite high unemployment providing a potential increase in atypical candidates for service-level jobs, theatre jobs still tend to be filled by teenagers....

High resolution: Shedding pounds of e-communication in the New Year

As I watched the ball drop in Times Square this year (from the comfort of my living room), I thought about what resolutions I would make for 2010. Then I thought some more about the ones I would actually try to keep (two very different lists)....

'Tis the season! Employers find many happy returns in volunteerism

I’m standing shoulder to shoulder with Lonnie, an analyst, and Aishwarya, a database administrator, both from our I.T. department. My job: to place a small, pop-open can of fruit into a partially filled plastic bag into which Aishwarya has just placed two microwavable soup containers. If I place...