The Gap Game

Connecting, Getting the message across

I remember when the Gap clothing store opened its first shop in my city.  There was a lot of excitement about this place. People told a lot of stories about the experience of shopping there. They’re obsessed with customer service! The clerks wore headsets and radios so they could talk to each other! They’ve got…

Communicating and Receiving

Getting the message across

There are always at least two people involved in a conversation: the communicator – the person doing the talking, and the receiver – the person doing the listening.* These roles usually switch frequently during the conversation, but they’re always there. Both roles have a huge amount of power. I generally believe that the receiver has…