What actions can we take to help calm others? Lean forward, use meaningful eye contact, and use a softer “fleece blanket” voice.

L.A.F.F. active listening strategy: Listen, empathize, and communicate respect; Ask questions; Focus on the issues; Find a first step

Yaffe’s Law: If you give people what they want first, they are likely to accept anything else you want them to have. If you give them what you want first, they likely won’t accept anything from you at all.

There are times when you need to take your discussion out of the virtual world and make a phone call. If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.

We are often attention thieves. When we say “I”, “me”, “my”, we redirect the focus back on ourselves. Effective interpersonal communication keeps the focus on THEM.

Email flaming often occurs because the informality of the communication medium; the absence of a buffering “time lag” that might moderate response; and a lack of nonverbal feedback that might moderate and augment the interpretation.

Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.

Electronic communication has become one of the most effective ways of doing business. How well e-mail messages are written influence the success or failure of your company.

People are all different – different backgrounds, values, and experiences, which can cause communication barriers. Start looking for common ground.

Numerous research studies support the fact that there is a link between employee satisfaction and customer satisfaction, productivity, and bottom line dollars.