Today’s word: relationships

“Developing Strong Work Relationships” by Kerry Patterson (, 13 November 2009).This one is as much about the who as it is about the what. “Kerry Patterson is the co-author of three best-sellers: Crucial Conversations, Crucial Confrontations and Influencer. He is also a speaker and consultant, and co-founder of VitalSmarts, which focuses on corporate training and organizational performance.” Influencer has been mentioned here before, and is recommended reading. The other two are on the hopefully sooner of later list. In the meantime these short article will have to fill the gap.

As is often the case, Kerry’s expertise doesn’t reinvent the wheel as much as it serves as another friendly reminder on how not to be that guy/gal. The bonus here is that once you invest the time to consume these tips/article at work, you’ll be able to take them home as well.

— If you want better relationships, never air your dirty laundry in public.

— If you want better relationships, seek face time with your colleagues.

— If you want better relationships, learn to listen and then speak respectfully when conversations become crucial.

Certainly not rocket science, eh? And while we’re on the subject of relationships, “Create Your Own Upturn (A shift from managing volume to managing relationships)” by David Rich (, October 2009).

Relentless attention to getting the customer experience right will yield increased customer equity. When customers are satisfied, companies may reap opportunities to cross-sell products and services, adding to their bottom lines. If approached correctly, the customer experience can also aid the acquisition of new customers, as they determine where they’d like to purchase products and services.

Maybe not as easy to bring home to the wife and the kids but the idea of The Experience having to stick does seem to be universal. What do you think?

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