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Personality factor: Impulsivity

Most personality traits are present to some degree in all of us. ‘Impulsivity’ is one such trait — the degree to which we have difficulty refraining from acting on our impulses. If your Other has a history of impulsive violence, then she may be unable to tolerate the stress of the Dialogue without violent outburst. You may not wish to risk provoking physical violence. In particular, people who have been physically injured by their spouses or another individual in the past should probably not use the Method with that person. Instead, counselling and/or legal remedies are advised. Continue Reading »

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Role of the Mediator

So, we conclude that passive mediation is effective in resolving two-person conflicts. Since we recognise that the Method can produce interpersonal peace without a third party, you might be wondering, ‘Of what use, then, is a mediator?’

A mediator can perform several useful functions that help the Method achieve more satisfactory results than when it is used as self-mediation:

A reluctant disputant can be more effectively persuaded to participate if the Dialogue is proposed by a third party than if proposed by her opponent. Continue Reading »

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If you want your customers to have a consistent experience and develop a loyal relationship with your brand, you must clearly define your organization’s communications and relationship management responsibilities. Normally, marketing is responsible for managing an email direct marketing program, but it is not the only part of your organization that will engage with customers. Customer service, support, sales, and perhaps even e-commerce groups may also communicate with your customers independently.

To avoid any confusion, I propose that if your company is communicating with thousands, perhaps even millions, of customers, you put your marketing department in charge of managing and coordinating all customer communication, regardless of where it originates, and that the “relationship czar” discussed earlier be responsible for this initiative. Marketing’s role in the engaged organization is to ensure that your company’s email communication have a consistent voice, that they are focused on servicing the customer and effectively coordinated across all points of contact. To do this requires the following: Continue Reading »

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INSTANT MESSAGING

Instant messaging (IM), sometimes called “online chat,” is becoming an increasingly powerful way to engage customers. (Some IM functions can be automated, but the term generally implies interacting with a live person.) While there are often delays sending and receiving email, IM happens in real time. If a customer shows up on your website and needs help locating a product or specific information or is having difficulty navigating on the site, IM enables someone at your company to communicate directly with her. IM functionality may also become incorporated directly into email marketing programs. Emails may have embedded “Need Help?” and “Got Any Questions?” buttons that recipients can click on to immediately reach a customer service or salesperson. The customer’s profile would instantly pop up on the service representative’s screen, complete with a detailed history of all previous interactions with that customer and a snapshot of the email the customer is responding to. Continue Reading »

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