allan baylis

An expert author is frustrated with TSN and how they focus on one city neglecting the rest of the country. An obvious bias has tainted TSN'S credibility across Canada. He argues that TSN is commonly reffered to as The Toronto Sports Network for a reason and how Canada needs a truly national sports network.

Each of these personalities process information differently and have different priorities. Your ability to adjust how you communicate with others is the most important skill of all. First, you identify and then you adjust.

Others are motivated differently than you. Your personality will not change. The personality of others won't change either. Many have suffered the consequences of trying to change someone else's personality. You can't do it and you'll frustrate yourself in the process.

Personalities are born and not made. Personalities will not change. Perhaps you have felt the sting of frustration when you've tried to change someone else. Since you can't change a personality it makes sense to understand it. One of the most important people skills to develop is expertise in understanding each personality style.

Your ability to adjust to different personalities is the key to better understanding and communicating to your customers. The author has implemented service programs in 400 stores in 5 countries. In Part 2 the importance of flexibility when working with people is illustrated.

I've referred to the term relevant skills for a reason. It's the implementation of the simple things that leads to greatness. A simple truth is that this skill applies to all of us. This skill is the most important one of all. When you apply this skill you will be better in all that you do, including how you interface with customers.

It's all about feelings. We've been conned for years about the power of positive thinking when in reality it starts with feeling. We feel mad, we feel sad, we feel glad and sometimes we feel scared. Customer service is about managing feelings. Have you ever had someone tell you that they think sad?

Isn't it strange to you that people will make lists for the food they want to buy or the clothes they are going to wear? They make travel lists, camping lists and many other lists. Often these same people won't make a list for their lives? This is your life. This is not a dress rehearsal.

In Part 5 the author concludes Life's most important skill.

Understanding other personalities and adjusting yours is the key to establishing rapport. In Part 3 the author asks you to identify your own.