MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor

Overcome by Information Overload? Seven Ways to Manage the Challenge
Take Control of Your Time
Five Ways to Practice Mindful Pausing
What's New at Communico - View the Introduction to MAGIC® Presentation
Another Fun Reinforcement Puzzle - #21

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.


Letter from the Editor

Many unpleasant things can happen to us in a day—from little things like spilling our coffee, to bigger and more upsetting situations like a car accident or losing our jobs. We always have a choice on how we respond. We can focus on the negative of the moment or overreact. And according to Greater Good in Action, we can also:

  • Question ourselves and the situation. We may ask questions like, “Why is this happening to me? Why doesn’t it happen to anyone else? It’s not fair!”

  • Get angry. We lash out at the situation or the people around us.

  • Blame ourselves. We make self-deprecating comments like “Why did I do that?,” “I’m so stupid.” Or, “How could I make such a mistake?”

Instead, we can better manage these situations. It’s not easy for many of us who tend to go right to self-deprecation or self-doubt. But, it’s far more pleasant and productive to focus on the positive. Here are three ways you can make that shift:

1. List five things that make you feel like your life is enjoyable or enriching at this moment. They can be general (e.g. “good health” or “close friends”) or specific (e.g. “spending time with my children”, “baking for co-workers or a charity event,” or “exercising with friends”).

2. Think about a time when something did not go your way, or when you felt frustrated, irritated or upset. Describe the situation in a few sentences.

3. List three things that help you see the bright side of that situation. Concentrate on self-kindness. For example, say to yourself:

  • “I didn’t get the promotion, but I’m still considered a key contributor on the team.”

  • “I’m going to be kinder to myself when I assess my work or make a mistake.”

  • “I’m learning and growing every day.”

It’s a good practice to look for goodness, beauty and wonders in our daily lives. It helps us keep an objective perspective and make positive choices. If you have difficulty seeing your silver lining, practice the above three-step process for a week. See if it makes a difference; even a minor one.

“We all have problems. The way we solve them is what makes us different.”   ~ Unknown

Overcome by Information Overload? Seven Ways to Manage the Challenge
Have you ever found your mind wandering during a meeting, lecture or webinar? Then all of a sudden, you realize you have no idea what was just shared or what response they’re expecting from you? Our minds can wander in an instant and move onto a multitude of topics or to do’s.  

Read on to learn more about what you can do to manage information overload.
Take Control of Your Time
It can take 20 minutes to regain total focus after you’ve been interrupted. So, finding a way to eliminate the distractions in your environment will help you better manage your time and improve your productivity.  

Read on to learn how to clear the digital clutter and make focus a priority. 
Five Ways to Practice Mindful Pausing
We all move too fast today. We want to get things done quickly to save time. But, research shows that pausing during the day helps us make the most of our days, and our lives.  

Read on to learn five mindful pausing techniques to reduce stress and cultivate well-being.
What’s New at Communico
We’re offering a unique opportunity to experience a sample of our award-winning program, The MAGIC® of Customer Relations. Leading organizations around the globe have trained their employees in this proven process and realized measurable results.

This 33 minute, on-demand presentation gives an overview of our MAGIC Program. To listen, click here.
Reinforcement Puzzle #21
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC® principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.