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Oh, you’re talking to me!

Good communication is easy to understand.
Great communication is relevant.

If I can’t see why that sophisticated solution you’re so eloquently explaining isn’t for me, I won’t care.

If I can’t see why the problem you’re so vividly outlining isn’t mine, I won’t care.

But if you make me see why that’s my problem and why that solution will make it go away, it’s a different game.

“Oh, you’re talking to me!”
That’s when I start paying attention.

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“I’m sorry!”

“I’m sorry” is a powerful phrase, not only in personal relationships but also in business. Many businesses struggle with saying “sorry”. When a customer complains,

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