More on Navigating the 'No'
| Mary ShoresHave you ever unintentionally created conflict or stress with your words? Or inadvertently moved a conversation backward instead of forward? Here's an example: You ask …
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Mastering Human Emotions
| Mary ShoresIn order to understand why the Communication Code works, I find it helpful to paint a picture of where we’re starting from. Let's talk about …
Tackling a Common Question: Why 'Planting Happiness Seeds' is Step 2 of the Communication Code and Not Step 1
| Mary ShoresA question I often receive that I want to address is why planting seeds of happiness is Step 2 of the Communication Code and not …
Build Your Customer Relationship Pyramid One Word at a Time
| Mary ShoresI've often found that images speak louder than words. Enter the customer relationship pyramid. The customer relationship pyramid is an image I've been using recently …
How to Help Frustrated Customers See You as an Ally
| Mary ShoresHave you ever gotten that one person on the phone who said with confidence, “I want you to know that I’m going to help you …