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Peter DeHaan

It’s Your Move: Life Lessons From the Game of Chess

My cousins taught me how to play chess when I was in third grade. My parents, doubting I could grasp the complexities of the game, urged caution and tried to lower my expectations. Yet I forged ahead. My oldest cousin patiently taught me the names of the pieces and how they moved. He gently quizzed […]

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Peter DeHaan

Let’s Watch a Movie

When someone says, “Let’s watch a movie,” what’s the first thing that comes to mind? Do you immediately think of a group outing to go watch the latest flick? Perhaps your preferred viewing venue is the more cozy environment of your living room couch. Could it be that watching a movie is a solitary experience […]

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Peter DeHaan

Going from Good to Better

By Peter Lyle DeHaan , PhD I remember years ago as I gazed about my office, I am amused at its absurdity. It contained an eclectic array of form and function. Although my computer technology was first-rate, the room’s remaining accouterments were a varied collection emanating from different decades, with the diverging appearance and disparate […]

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Peter DeHaan

The Perfect Answer: The Ideal Way to Answer Your Phone and Make a Great Impression

By Peter Lyle DeHaan , PhD How often have you called a company and wondered if you reached the right number? All too often, busy people answer calls hurriedly, haphazardly, or incompletely. Or perhaps the receptionist seems out of breath after spitting out a lengthy, tongue-twisting greeting. Also, it’s vital that an organization answers every […]

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Peter DeHaan

Peter’s Law of Reciprocity

By Peter Lyle DeHaan , PhD Too many people have a self-centered, protective attitude about knowledge. They want to receive information but are guarded, paranoid, or even disingenuous about sharing it. This is shortsighted; it is truly better to give than to receive. In this regard, I’ve developed a principle to guide me. I called […]

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Peter DeHaan

A Shocking Experience

When I call a contact center, I pay special attention to what happens. I can’t help it. Over the years I have evaluated and critiqued enough calls that it has become habit, even though I no longer need to do so. Fortunately, this tendency provides anecdotal fodder for articles and the occasional righteous rant. One […]

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Peter DeHaan

The Myth of Self-Service

The idea of self-service has existed in many industries for years and even decades. This includes self-serve gas pumps, checking your own groceries, buying airline tickets online, and banking. Gas Stations First, let’s consider gas stations. Unless you are a 30-something driver or younger, you probably remember the days of full-service gas stations. In fact, […]

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Peter DeHaan

The Truth about College: It May Not Matter as Much As You Think

By Peter Lyle DeHaan , PhD It amuses me to tell people I went to college for 40 years. Their reactions vary from shock to admiration, from pity to surprise. As a high school sophomore, I learned the local community college would admit select high school seniors. Acting partly out of youthful arrogance and partly […]

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Peter DeHaan

The Pursuit of Perfection

Do you want a staff of perfectionists? Some managers say “yes,” whereas others respond with a resounding “no.” The informed answer is, “it all depends.” Here’s why: Of that portion of the populace who are perfectionists, some are blindly or proudly so. Others are self-aware of possessing this characteristic and informed about it; I call […]

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Peter DeHaan

The Power of a Compliment

Telling others that you appreciate them can make a huge difference In the years between high school graduation and my first real job, I took on a variety of part-time work while being a full-time student. During one such vocational transition, the placement advisor at school knew of an immediate opening for an audio engineer […]