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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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June 2019  Articles

Grammar Nazi

How to Avoid the Wrath of a Grammando: Commonly Misused and Abused Words

By  |  June 7, 2013 5:03 pm

There are grammar Nazis in our midst. I don’t think of myself as such, but there are a few spelling and grammar errors that make my skin crawl. There are others out there like me. When you’re providing customer service or technical support, when you’re applying for a job, doing business, or otherwise working with someone who shares my distaste for such grievous infractions as spelling your when you mean you’re, this simple guide may help keep your reputation intact. (Oh, that was a seriously long run-on sentence!) For many people, proper spelling and grammar is not an issue. For the people to whom it matters, it really matters. By simply being aware, it’s not hard to do it right.


How to Lose Your Audience

How to Lose Your Audience: 5 Easy Keys to Giving an Absolutely Awful Speech

By  |  June 11, 2013 6:58 pm

As IT professionals and customer service reps, we’re sometimes called upon to give a presentation to a group of end-users, customers, colleagues, or some other group of people. I recently had an experience that made me want to write a blog post on what not to do when speaking in public.


How to Win Your Audience

How to Win Your Audience: 6 Easy Tips for Giving a Great Speech

By  |  June 21, 2013 5:43 pm

In a recent blog post, I ranted about how to be a terrible speaker. Now, let’s turn it around. Here are six easy tips for giving a great speech or presentation.



Why Certify? Is IT Certification Truly Valuable?

By  |  June 28, 2013 2:40 pm

In our business of IT, we hear a lot of talk about certification, both good and bad. The proponents of certification extol its benefits, including job advancement and more money. Detractors say technical certifications are not based on real world scenarios and only measure an individual’s test-taking ability. In my experience, many of the certification proponents are training companies, book publishers, or vendors who stand to reap financial gain from certification. Conversely, many of the certification detractors are people who don’t hold certifications. It’s easy to get a bit cynical on both sides of the certification question.


business people working with technology

Understanding the Business in Addition to the Technology

By  |  June 3, 2015 6:55 am

In last week’s blog post, we discussed the importance of understanding the business processes within the organizations where we work. As IT professionals, we are responsible for supporting successful communication and collaboration between the people in our workplace. We are responsible for helping our sisters and brothers in every department work together more creatively, effectively, …


customer service rules

Terms of Non-Endearment and, Dude, Breaking the Rules (Customer Service Rules)

By  |  June 10, 2015 8:19 am

I was in the self checkout line at my neighborhood grocery store when one of the checkers came up and said, “Did you find everything, Hoss?” Did he really call me “Hoss”? Yes, he did. We’ve all had other people call us by various names, including Sweetie, Buddy, Pal, Young Man, Young Lady, Dude, Bud, …


success in your IT career

Three Roadblocks to Success with People

By  |  June 24, 2015 6:55 am

In working to build successful IT careers, there are many roadblocks that can get in the way of our success. I want to focus on three in particular in this blog post. These three roadblocks get in the way of success in our relationships with other people. They are self-defeating, they can undermine even the …


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