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———–June 17, 2018————–



A life and career coach can make life’s journey more rewarding and enjoyable.Have you ever thought that you would like someone who you could talk things over and just get some things off your chest without the fear of repercussions? How about discussing and idea or plan that you would like to explore without the fear of someone close to you stealing your idea or making fun of you?  Do you have relationship problems that you need help with?  No matter the issue we can work through it together.

My wife always tells me to stay away from discussing politics. First she finds it boring and secondly everyone involved leaves upset. So before I begin I want to make clear that I have no real interest in politics itself, but the art of communication used in the political arena. Not so much what is said but how it is said, interpreted or misinterpreted, packaged and sold. Today’s political arena has no shortage of the use of communications to stir the emotions of all who listen. No matter what your political view pay attention to how the words used by the politicians and the media shape our ideas and beliefs.

“The sky is falling” yelled Chicken Little as he aroused the quiet chicken yard into a frenzied rush for cover from imminent doom. We are familiar with Chicken Little and his crusade to convince his community that the sky was falling and they were all in grave danger. At first everyone was willing to heed the call of alarm, but after a while Chicken Little’s words fell on deaf ears. So why after centuries of political pundits calling alarm that we are facing eminent danger and doom do most of us still even listen? More yet why do the sirens alarms and ideas upset us? Perhaps it is because because we are citizens what the government does affects our lives, or perhaps because the alarms and ideas are communicated in a why that stir our emotions.

My reading has lead me to that famous point where two road divides and it our choice on which is the best one to follow. Is it that we are thinking beings and depend facts and logic to make decisions or does our emotions make all our decisions, and we use logic to justify them?

In practice I am convinced that our emotions are the stronger of the two in all but certain matters. If you are given a math problem it makes more sense to follow the logic and learning to arrive at the right answer. On the other hand, if the question is who is the best singer of all times, the answer becomes subjective and we use our emotion and what we like or dislike to make our decision. Almost pure emotion. Very few would base their conclusion on material facts such as number of gold records, top ten hits, etc. So we use both emotion and logic to make decisions and form ideas. However in our every day lives I do believe we use emotion more than logic to form our opinions and ideas. How it makes us feel is more important than a logical conclusion.

Millions of dollars and countless hours are continually be expended to learn how to communicate and influence others. The most important people on a politician’s staff are public relations and speech writers. Very few politicians meet the public or the press without first being prepared with a briefing what to say and how to say it. As we become exposed to the ever changing barrage of media and politicians repeating over and over again the same message we subconsciously absorb and incorporate the message and the methodology. Just for our amusement and entertainment take a few seconds and think about the slang words you use, and how many have fallen by the way side as new ones are adopted. Many have the same or similar meaning, but after a while they loose there impact and are replaced with new words and phrases. Remember when everyone was man, now they are brother. Remember when things were bitching now they are cool. Etc. It is a fact that when words begin to loose their impact they are replaced. In a like manner the way things are said changes and adapts to keep the emotional impact at a high level. Is there really a need to keep inventing and developing adjectives and adverbs?

Here is my main thought. As politicians and their support staffs become more and more skilled at emotional communications, the more and more the we the public at large base our decisions on emotion without testing them with logic and facts. There has probably always been fake news, but it was an embarrassment and even detrimental to their career. Once branded a liar you could would never be trusted again. Now there is no penalty or disgrace for telling lies to the public. It is just fake news. It has become an industry on to itself to fact check politicians statements, but now we cannot even believe the fact checkers. So what do we have left but our gut feelings or emotion. So as we go forward developing our communications skills remember that more and more, or perhaps it always was, that we as human beings put more reliance on emotion to make decisions than logic. Watch and listen carefully to the current politicians and the media for it is all an carefully plan to manipulate your emotions. It is setting the new norm in all facets of communications.


I am thankful for the invitation from Career Press to review Noah Fleming and Shawn Veltman’s book DEALING WITH DIFFICULT CUSTOMERS

Dealing With Difficult Customers is a book everyone can benefit from reading. Although directed toward businesses, the message of this book may be applied on a personal level. While reading Dealing With Difficult Customers, I thought not only how I could apply it to coaching businesses, but also how it could be easily adapted for in many personal coaching situations. It dawned on me that in many respects almost everyone we interact with is a customer of sorts.

Everyone has heard the horror stories of customers who were wronged or dissatisfied with dealing with companies. One of my personal favorites is dealing with my cable company. I more than fit the definition of a dissatisfied and difficult customer. I was on the phone every billing period for almost the entire year of my contract trying to straighten out billing errors. I was upset and disgruntled and seeking to ensure I was only charged the contract rates. There were two benefits to this process. One I spoke to probably 200 different customer service reps and supervisors, and I found out that almost every cable customer had the same problem. What was surprising to me is that most people with similar situations just paid what the cable company billed. To them it wasn’t worth the hassle to spend all day on the phone with only negative results, I mention this only because Dealing With Difficult Customers lit the light bulb of why cable companies treat their customers the way they do.

The other benefit I derived from my year long experience with customer service was the difference among company representatives. It was very interesting that while all the customer service reps and supervisors all gave similar responses, some were very likeable and professional while others were nasty and argumentative. I mention this only because it gave me a very good appreciation and understanding for the information presented in Dealing With Difficult Customers.

No matter your professional position or personal situation we all have to deal with difficult customers to some degree. The lessons and advice in Dealing With Difficult Customers may be adapted to any business or personal situation.

Noah Fleming and Shawn Veltman are accomplished customer relation consultants who Coach businesses on customer relations and develop tools to implement the procedures they develop. With over 15 years of working together they have become unique in the customer relation field for identifying the root customer relation problems a client has and developing a specific plan to address the problems.

Their analysis and training techniques are spot on and when employed get great results. I learned a lot about customers, and that not all customers are worth keeping. While it seems counter intuitive it is more profitable to fire some customers than work to retain them. The book explores difficult customers in depth, and explains that old slogan “The customer is always right” may not be applicable to many cases. In fact the customer is often wrong, and the authors explain the merits and methods of dealing with a difficult customer who made a mistake or is being difficult just to get their way.

A key point of the book is the importance of good customer relations. Much easier said than done, Dealing With Difficult Customers discusses the importance of developing great customer relations through data collection and analysis. Using the axiom “You can’t manage what you can’t measure” Noah and Shawn discuss and give examples of how meaningful customer relations data may be collected, analyzed, and use to implement customer relation relations policies and procedures. They even talk about the value of developing scripts and training employees how and when to use them. The one outstanding point the book develops is training frontline employees how to treat customers. They stress the golden rule of customer relations is to make each and every customer feel special.

This is a well-written and informative book full of insights and experiences that may be adapted to fit most customer relations scenarios. While focused on frontline customer service reps and management, I found all the concepts easily transfers to personal interactions.

Best of Luck

The PracticaL Mentor –


Author: Noah Fleming and Shawn Veltman

Publisher: CAREER PRESS INC, Wayne NJ

Pages: 238

Library of Congress Cataloging-in-Publication

ISBN 9781632651174


Dealing With Difficult Customers by Noah Fleming and Shawn Vetlman

Fearless Growth by Amanda Setili

The Workplace Engagement Solutions by David Harder

The Power Of People Skills by Trevor Throness

Thriving In The GIG Economy by Marion McGovern

7 Principles Of Transformational Leadership By Hugh Blane

The Sales Leader’s Problem Solver by Suzanne M. Paling

101 Best Answers To The Toughest Interview Questions by Rob Fry

All Hands On Deck by Peter J. Boni

The Practical Negotiator by Steven P. Cohen

The Titeless Leader by Nan S. Russell

How To Work For An Idiot by John Hoover PhD

The Young Professionals Guide To Managing by Aaron McDaniel

The Quick and Easy Performance Appraisal Phrase Book by Patrick Alain

They Don’t Teach Corporate In College By Alexandra Levit

The Next Gen Leader by Robert C. McMillan

Challenge The Ordinary by Linda D. Henman PhD

The Leadership Campaign by Scott Miller and David Morey

The Elegant Pitch by Mike Figliuolo

Could you benefit by hiring a career coach?

Do you ever think of how much help it would be to have a coach to help you make those tough decisions? Most of us are risk adverse, and it really holds us back from being all we can be. A life coach can make the difference of staying in our small comfort zone or moving ahead.

How to Find a Mentor and Why You Need One _ A good career move.

Mentors are people who have expertise and experience, and can help you shape your career, and improve your performance and professional reputation. Whether a friend, volunteer, or professional career coach, a mentor can objectively advise you in all areas. Some of try to decouple our personal and professional lives, but in this high tech world it is almost impossible to separate them. A facebook friend uses the media to sell products, and for a social media. The problem is that on her social page she used foul language, and posts and reposts things which many prospective clients may find offensive. This hurts her business. Although friends have hinted she should tone down her social page, she ignores them. A mentor would be more direct and tell her that her social facebook page is hurting her enterprise page. If she does not listen, the mentor will reinforce his advice with examples, and guide her to be more professional.

A mentor is not your boss. You do not have to listen or take a mentor’s advice, but a good mentor will be able to guide you over time to the proper path. Some times are egos will prevent us from seeing the wisdom in a mentor’s advice. A good mentor knows how to placate the ego and reach through our natural defense to criticism barriers. A good mentor is able to talk about any topic or problem with offending or embarrassing the client.

We all need mentors. Life is too short for each of us to learn everything through our own experience. In many cases it takes a long time to learn some things through experience, mainly because we don’t realize that we are doing something detrimental to our careers. I worked with a guy who thought he was a comedian. He played practical jokes, teased people, and told inappropriate jokes. He thought he was the life of the party and everyone liked him. When asked to tone it down he only laughed and try to make a joke of it. In essence he was killing and chances he had for advancement. All his hard work was negated by his behavior. The sad part is that his behavior was part of his success strategy.

How to Find a Mentor and Why You Need One
By Lindsay Olson
June 19, 2012

One of the best ways to reinvigorate your work life, boost your job search, or help guide your career path is to work with a mentor. A mentor can help guide you through common problems and make recommendations on how to improve your job performance.
Talking to a mentor about your career can help you make better decisions about moving to a new job, taking a promotion or asking for a raise. Typically, you would work with someone with experience in your industry, as she would be best equipped to understand what it takes to succeed in your field. If you’re starting out in the accounting field, you might find a mentor who runs an accounting practice. Finding someone who has had a career path similar to yours can help give you the direction and advice on how you can succeed.
Mentoring programs differ one to the next. Some are very formal and meet every week or so. Others are more organic. Maybe you exchange emails and have lunch once every few months. You get out of a mentoring program what you put in. Make it worth both your time and that of your mentor’s.
How to Find a Mentor
Some companies have formal mentor programs, designed to help you achieve specific goals. If your company doesn’t have such a program, create your own. At networking events, look for seasoned professionals who take an interest in you. Search LinkedIn for qualified professionals with similar interests, group affiliations, and career paths.
Once you pinpoint someone, begin by building a relationship with them. After all, if you’re going to spend time with this person each week or month, you want to make sure it’s a good fit for both of you. Ask her to lunch or coffee so you can get to know her. And when you feel like the relationship is growing, ask for advice—this can help take the relationship to that next level.
It’s important that you give some thought beforehand to what you’re looking for in a mentor. Just as you’re looking for the right one, you need to sell yourself as a mentee. You’re asking someone to take time out of their busy schedule to expend brain energy on you, so prove that you’re worth it.
And remember that your mentor is doing you a favor. Always show appreciation for the time spent. If your mentor gives you job leads or makes a connection, make sure you follow up and let her know what came out of it.
Working with a mentor can help you develop professionally and forge new relationships that can move you on your way. Take your mentor’s advice, even if you find it difficult to swallow. After all, that is why you sought a mentor in the first place.



Certified NLP Practitioner –
Why do I need someone to help me with my career? The idea of hiring a career coach is often met with resistance. Your mind generates all kinds of excuses not to seek the help of a coach or mentor. What can they tell me about myself that I don’t already know?

A coach or mentor is not a shrink who is going to psychoanalyze your problems and blame your failings on a childhood trauma. While there are most likely physiological underpinnings to some of your perceptions, most of your career challenges are a product of the workplace. Learning to successfully navigate the workplace is difficult for most of us because we bring our social game to a very competitive sport.

What real preparation do have to cope with difficult bosses and coworkers? Most if not all of your experience is obtained from family and friends, and a controlled academic environment. There are some very good lessons to learned from this beguine environment, the rules are much different and do not translate to the rough and tumble workplace environment where your career and livelihood hang in the balance. A good coach or mentor has been through it and gained first hand experience in coping with all types of workplace challenges. Learning by trial and error is often a long lonely road where a mis-step can be career ending. A career coach can help you get where you want to go in your career.

Why Hire A Coach?
Ten Terrific Ways To A More Powerful Life

Bill Cole, MS, MA
Founder and CEO
William B. Cole Consultants
Silicon Valley, California

A tennis coach, golf coach, swim coach, personal coach, business coach, executive mentor, financial planner, personal trainer, sport psychology coach. What do all these coaches have in common? Why work with a coach? A coach won’t do the work for you, but here is how a coach can help launch you to the next level:

1. A coach can be a confidant. You can tell your coach things you wouldn’t tell others, because a coach is trained to understand and be non-judgmental.

2. A coach can help you see your blind spots. Everyone, even the coach, has personal areas that are out of view or awareness until someone points them out. A coach is perfectly poised to perform this critical function.

3. A coach can provide objective feedback. Other people may have agendas. Your coach has your best interests in mind in providing feedback and counsel to you.

4. A coach provides another set of eyes. Even the top performers in the world have coaches to help them see what they themselves can’t see.

5. A coach can keep you accountable. Your coach can help you take on more responsibility by having you report weekly on your accomplishments and initiatives.

6. A coach can be a sounding board. Your coach can be another set of ears as you talk about the things that are bothering you. As you hear yourself have a conversation new personal realizations emerge.

7. A coach can be another source of creative ideas. You can brainstorm and try out new ideas, behaviors and mental processes as your coach provides a safe place to experiment.

8. A coach can help you create your vision. Your coach can assist you in developing your plans for success based on your values, personal strengths, background and assets.

9. A coach can help celebrate your successes and be a source of strength when you fail. Your coach can be a supportive and nurturing source of energy.

10. A coach can help you process life. Life is a process and a good coach can assist you in reviewing and reframing what happens in your business, your sports and your life!


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Are you looking for a career coach?. Most of us have talents and skills equal or better than our peers, but for some reason they seem to be doing so much better in their careers. What do they have that you don’t? A mentor! A source of coaching to discover and develop talents and find and seize opportunities, avoid problems, and overcome challenges. Every successful person has someone helping them. Why not you? Put the PracticaL Mentor in your corner- career and life coach. E-mail Confidential Inquires to

The PracticaL Mentor Forum Page: Most popular “Traits of successful people”- Mission Statement : The primary mission of the PracticaL Mentor is to address career strategies, issues, challenges and over come obstacles to achieve career goals. Recognizing we are each unique with individual personalities and values enabling us to perceive similar situations differently, there is a need to develop ideas, strategies and action plans that fit individual circumstances and personalities. By providing a forum for open discussion to develop analysis techniques and encourage sharing of career strategies, ideas, methods and tactics, the PracticaL Mentor will facilitate leveraging the collective contribution of each for the benefit of all.

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