As we look to cultivate a new culture of empathy in the collection industry, one way to get there is by focusing on what creates connection

Collector development that focuses on call flow and building consumer trust and motivation is going to be the norm in the coming years.

In order for collectors to establish themselves as allies, they need to be able to put themselves in the shoes of the consumer.

The best way I know to create massive success in the collections industry is to help consumers see collectors as allies - one word at a time

I’ve updated my Do-Not-Say list to include the phrases leaders should avoid in a crisis.

There is even more value in using the Communication Code in our conversations now.

I want to share a strategy that works great to keep your professional (and personal) relationships strong in a crisis.

The need for true human connection has never been greater.

One of the next steps to creating deeper connections and happier people is to help the people you talk to see you as an ally.

People remember the way you make them feel, especially in times of crisis.

Have you ever wondered how a conversation can spiral out of control so quickly, even when you think you're being polite?

One of my favorite pieces of feedback I ever received from a trainee was how after implementing my Communication Code, people had less GRRR.

Communication training at my agency led to happier consumers, more confident team members, higher revenue, and more consistent messaging.

What happens when things aren't going right between a business and its customers? Enter the Conflict Pyramid.

Not too long ago, a podcast host researched the communication strategy I created and earned $3,000.

Do you know someone who is a super connector? You can be that person too!

When I train business professionals on the Communication Code, specifically the action statement, these roadblocks almost always come up.

The goal in our customer and client conversations is to move the conversation forward by stating what we need or can do.

Every decision in business ultimately comes down to one key component.

Another frequent question I receive that I want to address is why the words "However" and "Unfortunately" are on my Do-Not-Say list.