Communication Techniques

Discovering Black Swans: Turning Everyday Moments into Big Wins

Picking up from where we left off—the hospital room, the nurse, the unexpected rapport. Tone and Tactical Empathy® cracked the door open, but what...

Communication Techniques

How Tone, Rapport, and Tactical Empathy® Saved My Day at the Hospital on the Recovery Gurney

Waking up from anesthesia is like getting shoved into a world that doesn’t make sense. Sounds are too loud. Lights are too bright. Your own body...

Communication Techniques

Ego-Labeling: The Three Words That Unlock Doors

I was preparing for a high-stakes talk at JP Morgan. Two hours before I went on stage—right before Jamie Dimon, no less—my PowerPoint got flagged for...

Communication Techniques

Navigating Friendships Using Tactical Empathy

A friend hasn’t reached out to you in a while.

Communication Techniques

How to Use Negotiation Skills to Earn a Free Suitcase

Recently, I helped one of my colleagues “earn” a free suitcase by using Black Swan skills. She was staying at a hotel in Detroit for a work...