Bash or Boost?
Treadway recommended asking open-ended questions that can't be answered with a "yes" or "no." For example, "How could we help you with that?" or "What improvements would you like to see?" Then summarize what they have said: "It sounds like we could do a better job if ..."
• Don't expect everyone to love you. Praise and approval are wonderful. We all thrive on them. But we all need a dose of reality now and then. Just because people notice imperfections and point them out doesn't make them your enemies. If you've armed yourself with a positive attitude toward criticism, they are going to be your best friends.
By Patricia Fripp, CSP, CPAE
Patricia Fripp, CSP, CPAE, is a San Francisco-based executive speech coach, sales trainer and award-winning professional speaker on change, customer service, promoting business and communication skills. She is the author of Get What You Want!, Make It, So You Don't Have to Fake It! and past president of the National Speakers Association. She can be reached at: email@example.com, (800) 634-3035 or www.fripp.com.