EppsNet Archive: Training

You Don’t Say


One of our exercises in Crucial Conversations training was to “think of a person who is really frustrating to work with,” and to describe in writing a recent interaction with that person in terms of what was actually said, and what you were thinking or feeling but didn’t say. My responses included the following: What I Actually Said This project presents some unique challenges. What I Didn’t Say I have a lot of experience managing IT projects, but not in running a day care center or a mental institution, which is what this project requires. What I Actually Said That’s not quite the way I would have phrased it. What I Didn’t Say Everyone else in these meetings seems to feel constrained by a sense of professionalism and decency that you appear not to possess. One of my colleagues at our table of four claimed that based on those responses,… Read more →

Early Shift at Starbucks


I walked into Starbucks at 5:30 this morning, ordered a drink . . . the Starbucks guy asked my name and wrote it on the cup, despite the fact that I was the only customer in the store. Whether that would be considered a training success or failure depends on whether Starbucks trains its people to always ask for the customer’s name, or to use situational judgment. I was hoping the barista would call my name when the drink was ready so I could do a comical “who, me?” take, but she just set it on the counter . . . Read more →