THE 10 COMMANDMENTS OF TELEMARKETING 1. Thou shalt cover thy database. Your database is constantly changing and must be reached many times to be fully informed about what you have to s...

Occupational illnesses suffered by telemarketers have risen from 18% of all illnesses in 1981 to 62% in 1992. You may have heard complaints of stiff or sore necks, backs, hands, wrists, arms, elbows, and shoulders. Or you may have seen an increase in Workers Compensation claims from insureds who have their own telemarketing or call centers.

What we say does matter. Unfortunately, most of us don't listen to the words that we use. They might seem harmless, but what messages are we sending to others about ourselves and how we perform our jobs? In this article, John Graham looks at some of the words and phrases that we all utter on occasion. Very often, we use these phrases as excuses about why something didn't get done.

THE KEEP/SELL DECISION by Brian Burke Agency owners who are faced with the decision of keeping or selling their agencies can't really explore one of these routes without investi...

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.