Customer Service Chat Support: Top Survival Tactics

Imagine you are the customer service representative working the live chat support the day of the company holiday party. It’s pretty quiet in the office, but you get an incoming chat that says HAPPY HOLIDAYS! You think “wow…so kind”, but then you notice no reply and eventually it ends. Immediately afterwards, you get another, and […]
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How to Use Affinity Diagrams to Bring Order to Chaos

One critical aspect of brainstorming and other idea-gathering processes is that one must not judge the ideas as they are presented. After that gathering phase, though, the ideas are useless if no patterns or relationships can be discovered. One good solution for that is the Affinity Diagram. The process was identified in the 1960s by […]
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The SQL Server Interview Questions that Matter

If you’re worried about interviewing for a SQL Server job, here’s some advice from the former head of an IT department on what matters (along with examples from the three critical areas where you need to have answers ready). As an instructor for Learning Tree’s Querying SQL Server 2014 and 2016 courses, I’ve worked with […]
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What Improv is and Why it Matters – Benefits

In my previous post on improv, I said about improv, “It requires thinking on one’s feet. More importantly, it requires working with the other actors in the scene — each player must be able to respond to and lead the others with lines and actions that enhance the scene and make it entertaining for the […]
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What Improv is and Why it Matters — Introduction

Lifehacker recently featured a post titled “How To Use Improv to Change your Life”; the post made me think how improv (improvisational theatre) had changed my life. Way back in high school I took a summer theatre class from a teacher who’d worked on Broadway. We did lots of fun activities that summer, but my […]
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