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Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen

Dec
2019

Grunt If You're Hearing Me...

By Linda Larsen - Thursday, December 05, 2019
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There is no one for whom good communication is more critical than airline pilots. They must be able to clearly hear and understand the transmissions they receive. But what I've learned is that it doesn't stop there. There is another step that is equally as important in their communication model. 

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Nov
2019

Customer Service Communication Mastery

By Linda Larsen - Friday, November 29, 2019
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It was one of those travel days that didn't start out particularly well. Facing very little sleep, and three flights to get to the middle of the country for my next speaking engagement, I left my house before the sun came up. When I finally got to the airport, I was running late and desperately trying to find a parking spot… that wasn’t in the adjacent town.

When I approached the security checkpoint inside the terminal I realized that my Delta app was not working on my phone. With a deep sigh, I dragged my suitcase back downstairs to the check-in counter to get a paper ticket. After much ado, I stumbled my way back upstairs, got through security (after a “random” TSA check) and made my way to my gate. I boarded the plane and fell into my seat, clinging to my Starbucks coffee for dear life.

No sooner did I settle in than a flight attendant approached me sporting a huge smile. I was immediately intrigued. Her smile was…dare I say it….contagious.

Here’s exactly how the conversation went:


Flight attendant: "Hi! Good wonderful morning! Welcome aboard!"
Me: "Oh my gosh. Thank you for that amazing smile!"
Flight attendant: "Thank you for your great attitude!"
Me: "Um no. You get the credit on this one. You inspired this great attitude. I'll bet you have LOTS of customers with great attitudes "
Flight Attendant: (paused and thought for a moment) "Now that you mention it, I do!"
Me: "I rest my case."

Here’s the moral of the story. I was NOT a happy customer. I was, in fact, the kind of customer that makes you cringe when you see them heading toward you. And in seconds, she converted me from someone who could have been quite challenging to deal with into one who was actually happy and ended up complimenting her.

She brought a huge, authentic, warm and welcoming smile into our first interaction. Her warmth, that wonderful smile and the happy tone of her voice, changed me. For the better.

And who benefited from this encounter?

I did. Clearly.

But who else benefited from this? She did. She went from having to deal with a difficult, cantankerous, grumpy customer to being able to enjoy a rather happy, pleasant one. This made her job a lot easier

And finally, the company, Delta Airlines, benefited from the way she interacted with me. It was one more check in the column labeled “Why I will always be loyal to Delta and scream their praises to anyone who will listen.”

And here’s what’s really cool. It cost her NOTHING to do this. Zip. Zero. Nada. She apparently had just decided that, no matter what, she was going to greet everyone who came on board as if she was really, really, really happy to see them. And it worked.

Why not try this? Why not take responsibility for influencing your customers’ moods - for the better. Create the win-win-win for everyone involved.

Tiny investment. HUGE payoff.


 

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Apr
2019

What's The Problem Anyway

By Linda Larsen - Wednesday, April 03, 2019
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I was wearing my motivational speaker hat, getting ready to speak to a group of teachers. And while I was doing that - I was musing to myself. You know, making one of those nonverbal sounds as I looked at the table the hotel audio/visual guy had brought me.  I was thinking, "that's just about the perfect size for my props."  

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Mar
2019

The Compelling Case for Talking

By Linda Larsen - Wednesday, March 20, 2019
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An article in Psychology Today reported that women who "self-silence" during arguments with their spouses are four times more likely to die over a ten year period that their peers who express themselves. 

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Feb
2019

Find the Funny - and I'm Not Kidding

By Linda Larsen - Wednesday, February 06, 2019
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I said to my husband, as he was preparing to leave for the grocery store, "While you're there would you please get a half gallon of Edy's vanilla bean ice cream - no sugar added, half the fat." 

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Jan
2019

The Case for Kindness

By Linda Larsen - Friday, January 25, 2019
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As a motivational speaker focusing on communication, my early work was with trial lawyers. I helped them communicate more effectively in the high stakes environment of the courtroom. So when I saw a report on a recent trial, it made me stop and think. 

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Jan
2019

The Truth, The Whole Truth and Nothing But The Truth

By Linda Larsen - Friday, January 18, 2019
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I believe that most people are truthful, most of the time. I assume, as I am sure you do, that when someone tells you something, you can trust that they are telling you the truth. It would be way too much work to assume otherwise. If you had to stop and analyze the veracity of every technician, salesperson, friend, relative, boss and co-worker each time they spoke to you, you'd be exhausted by nine a.m.! 

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Jan
2019

Erroneous Assumptions - the Stuff of High Drama

By Linda Larsen - Friday, January 11, 2019
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Have you ever known, beyond a shadow of a doubt, that something happened a certain way, only to find out later that it didn't actually happen that way at all? Does the following story sound familiar?  

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Mar
2018

How Your Rules Could Be Causing A Problem

By Linda Larsen - Tuesday, March 13, 2018
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As a motivational speaker who talks a lot about what makes people happy and successful, it is CRYSTAL clear to me exactly what needs to happen in order for the world to run smoothly: 

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Feb
2013

You Want Me To Do WHAT?

By Linda Larsen - Friday, February 15, 2013
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I believe that the quality of our lives is in direct proportion to the quality of how we talk to ourselves and others.  And part of my job as a motivational speaker is to help people recognize when something they are saying isn't very effective, and give them a better way of saying it.  And here's one you've probably either heard - or said yourself: 

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