Know your “story clips” that you can call up in any situation

The more you have, the more likely that you’re going to have good conversations, Sandstrom says. You get better at asking better questions, and answering with more interesting responses. “There’s some skill, but its as much confidence that come from just doing it more often,” she...

Do you know what makes your current employees happy? Do you know what makes them miserable? If you can’t, you may find yourself struggling to hold onto good people. 

You need to know what your employees want and need before you develop your training and development programs...

Ask yourself these questions. Do you know the reason why your customer is canceling? Is this a surprise for you or do you already know the issue? Can the issue be solved?

Look deeper why weren’t you able to get in front of the issue earlier, what attempts to solve have you already made (bec...