Measurement All customer success teams will be measuring their performance in some way even if it is only, at the very highest level,...

The Narratives We Build I am speaking at a mediation event this week about one of my first mediations for a local community mediation...

Projects, like Jurassic Park, always start with the oohs and ahhs but can end in the running, the screaming.

What if it is better to just be, as the Dalai Llama calls for, “kind wherever possible” and as he also insists, “it is always possible"

Finding the middle ground is not splitting the difference. It is based on understanding interests and needs.

Few would argue that the most important step in any form of communication psychological, medical, commercial or personal is listening.