Pronouns are confusing. They’re confusing because they’re used in place of nouns and stand for: 1) people; 2) places; and 3) things.   And they’re easy to get mixed up. Pronouns are words like 1) I; 2) you; 3) he; 4) she; 5) it; 6) we; and 7) they.  (I can’t believe I remember both of […]

“Knowledge workers are the career wave of the future.  Knowledge workers gather, analyze, and otherwise make data do tricks that supposedly lead to profits.  They converse with computers and cruise the internet.  Someday, everybody will be a knowledge worker, and civilization will collapse because no one will be left to cook dinner.” –  Hal Lancaster, […]

The following is a true story about the power of voice in the workplace. Several years ago there was a customer service call center whose business results were dropping.  Few customers were calling.   Of those who did call, few purchased any products.  Customer complaints were coming in at record rates.  Calls were taking more time […]