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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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Articles tagged  "interpersonal communication"

Technical Customer Service

End Users and Customers Are People First

By  |  October 29, 2014 7:30 am

In an earlier video, I talked about the four traits of the customer service masters. They are compassion, empathy, good listening skills, and an ability to treat all people with respect. Within every organization, there are certain people who seem to have an intuitive ability to treat their customers well, using the four traits of …


IT management by wandering around

IT Management by Wandering Around

By  |  November 12, 2014 7:30 am

The landmark business book In Search of Excellence, written by Tom Peters and Robert H. Waterman, Jr., was first published in 1982. It sold more than 3,000,000 copies worldwide and became something of a bible for 20th century business people. Much of its content is relevant today and even applies to us in information systems …


Reputation Management, Omani Style

Reputation Management: The Power of One

By  |  November 19, 2014 7:30 am

In a previous blog post, I mentioned my experience in the Sultanate of Oman, a country on the Sea of Oman, bordering Saudi Arabia, the United Arab Emirates, and Yemen. Oman is a wonderful country of some 4,000,000 people with a rich history and beautiful architecture, filled with very warm and gracious people and I …


Gratitude: How to be More Grateful

Gratitude: How to be More Grateful

By  |  November 26, 2014 7:30 am

In the United States, every November on the fourth Thursday of the month, we celebrate Thanksgiving. It’s my favorite holiday because it’s a time when we get together with family, we enjoy a huge meal, and we express our thanks for our blessings. Oh, and we also watch a lot of American football. Thanksgiving is …


A Compassion Test

Compassion Test: What Would I Do?

By  |  December 3, 2014 7:30 am

Earlier this fall, an assisted living home in California was shut down by its owners leaving many of its elderly residents with nowhere to go. The staff members left when they learned they weren’t being paid, except for the cook, Maurice Rowland, and the janitor, Miguel Alvarez. Rowland and Alvarez decided on their own to …


From the NFL to IT: Coach Carroll’s Three Rules (Teambuilding)

By  |  December 10, 2014 7:30 am

Are there similarities between a career in IT and playing for the National Football League? American football coach Pete Carroll has won both professional and collegiate championships. In his book Win Forever: Live, Work, and Play Like a Champion, Coach Carroll writes about his directives known as the Three Rules. They are: Always Protect the …


Unaware or Don’t Care: Bad Either Way

By  |  December 17, 2014 7:30 am

I recently heard a story about someone in an organization who had gotten in an argument with one of his co-workers. He tried to walk away so he could calm down and avoid a heated argument, but the co-worker followed him and tried to keep the argument going. The first person then explained that he …


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