By Pat Mertz Esswein | Kiplinger - 5 min -

Impersonal customer service makes it hard to get help. Here’s the script for success. Taking a complaint to customer service can be maddening. No one wants to deal with endless phone trees, outsourced representatives working from inflexible scripts, automated responses or chatbots. 

By Daniel Goleman, Contributor - cnbc.com - 5 min -

What makes someone great at their job? Having knowledge, smarts and vision, to be sure. World's most successful leaders has the ability to identify and monitor emotions (of their own and of others).

Harvard Business Review | By Jack Zenger & Joseph Folkman - 6 min -

Good listening is much more than being silent while the other person talks. Chances are you think you’re a good listener. People’s appraisal of their listening ability is much like their assessment of their driving skills, in that the great bulk of adults think they’re above...