Are you a trained or an untrained listener? Do you know the difference? This quiz by Lynn Thomas, based on her one-day workshop "Communication: The Essential Ingredient to Success," will help you to refine your listening skills.

USING THE PHONE by Mary Beth Bolen When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of...

WHEN CAN YOU BREAK EVEN? Some producers spend time worrying about the prices they charge without ever learning the prices they have to charge to break even. Their own business records, plus a li...

Often, there's more risk in customer service when the answer to our concerns is yes. Can you...