Secure the only spot at the airport that sells water and you can basically stop bothering about how you do business. It doesn’t really matter how good or bad your service is or how clear or confusing your communication is, business is almost unavoidable.
For everyone else, clarity in your communication (what can people expect) and providing great service (delivering on what they expect) turns out to be invaluable.
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When chaos takes over, people don’t need louder voices or more urgency. They need someone steady. Someone who can take a breath and say, “Here’s
“What’s in it for them?” is in my top 3 of most misleading speaking advice. It sounds perfectly reasonable. Of course our audience wants to
“Only 7% of communication relies on the actual words that are spoken.” This is the Mehrabian myth. It’s a widespread piece of “conventional wisdom” that
