DYAuthor & Speaker

Author and Speaker

Excerpts from Avoid Workplace Communication Screw-ups, Co-Authored with 

Scott Juba

“Everything in business requires communication.  There is nothing in your workplace that doesn’t require communication.  Nothing!”

“Set clear expectations at the get-go.”

“Good listening starts with intense focus.  Listening must be Job No. 1.  Failure to grasp this priority and act on it is a ticket to an early and unplanned exit from your company.”

“When you build workplace trust, you unleash the potential for very good results.”

“Words matter.”

“What you say is important and how you say it is, too.”

“Present clear, valuable information in an interesting way if you want somebody to pay attention.”

“Embrace digital communication tools and leverage the advantages they present.”  

Excerpts from Trust is the Tiebreaker

"Whether it's employees, customers, shareholders, neighbors or any other stakeholder group, nothing good is going to happen unless and until they have a reason to trust.  No investment in communication will ever overcome failure to implement actions that merit trust."

"Decide how you want your company to be perceived.  Make sure the behaviors walk the talk.  Compile as many specific examples as possible to support that.  At the end of the day, tell the truth.  Tell everyone the same basic message.  Tell it with the right tone.  Chances are you'll be just fine." 

"Too few organizations understand that their actions speak louder than their words."

"A lot of people will tell you that the best investment you'll ever make is in the education of your children.  Actually, that's the second best investment.  The very best is to invest in your own personal brand.  Do that well and you'll be able to afford those college tuitions."

"Insist that actions from top to bottom support the values you espouse such as treating all employees with dignity, standing behind your company's products or protecting the environment."

"Focus on being a listening organization.  Listen to employees.  Listen to customers.  Listen to neighbors.  Managers who listen become better managers."

Excerpts from Building Your Company’s Good Name

“Especially in times of trouble, a good name can be your most important asset.”

“Before you put your name in lights, be very well advised to make sure your policies are sound and your values consistent with the public interest.  Sooner or later – and usually sooner – the perception will match the reality.”

“Even the best public relations programs cannot overcome flawed policies, bad results or inappropriate actions.”

“You can glue a broken reputation back together again, but it will never look the same as it did before you damaged it.”  

“There is no quick or easy way to have a good reputation.”

“Each day, management teams across America gather in board-rooms to engage in reputation damage control.”  

“By paying attention to stakeholders and respecting what they say, you not only gain important insights, but you involve them in real and meaningful ways in your reputation management process.”

“Every employee is an ambassador to customers, communities, shareholders, or any other stakeholder group…It would seem logical, therefore, that employees whose opinions are valued, employees who are partners in setting reputation expectations, and employees who are communicated with honestly and regularly present the best potential to be good ambassadors.”