How to ditch bad apologies and say sorry like you mean it

We’ve spent the whole second season of Infernal Communication talking about storytelling. So it’s time we focus on the other side of the conversation: listening. You know the old saying, we’ve got one mouth and two ears, yet for some reason, listening can really take a back seat to talking, let’s flip the script. In this episode, former 9-1-1 operator, Doug Showalter, shares real world examples of how careful listening saves lives. And then, How to Listen Like You Mean It, author Ximena Vengoechea gives practical advice for deciphering the right kind of listening– depending on who you’re talking to. Join host Lottie Bazley in our series finale for insight into how to become a better listener– whether it’s a life-threatening situation or your average Monday meeting. 

We’ve said it once, and we’ll say it again (and again…), know your audience! Get specific and think of them early and often. It’s all too easy to try to be all things to all people, and casting too wide a net that can leave you connecting with no one. But sometimes getting very specific and using insider language leaves people out. Metaphors, allegories, and unique shared experiences can make us feel connected while alienating others. How do you toe that line? How can you target a niche audience without being totally inaccessible to newcomers? Few things are more polarizing than Star Trek, so we dig into a very specific episode to really demonstrate how language can bring us together or pull us apart. Join host Brian Tomlinson in conversation with Star Trek super fan and former legal investigator Ron Yamauchi and writer and professor Sara Rivera. They’ll talk about what’s so special about this episode and what it says about communication at its core. Whether or not you’re a die-hard ‘Trekker,’ this episode will make you dig deep into the question: “Who are you really writing for?”

In the moment, it’s awful. And often for many moments afterwards, still awful. But inevitably we are going to embarrass ourselves, let’s figure out how to flip the script.In this episode, we’ll hear the story of how restaurateur Will Beckett’s humour and kindness turned a very expensive mistake into great press and a boost in sales. Then, branding expert and leadership coach Tori Lazar speaks to the benefits of seeing the levity in humiliating experiences, and facing it all head on. Join host Lottie Bazley as she walks us through some good old-fashioned embarrassing stories, cringe-worthy moments, and, of course, lasting lessons. 

Messing up is often all too easy. But then what? How do you make it right? You apologize and you make it good.But the days of switching blame with, ‘sorry if’ or explaining away your responsibility with, ‘actually,’ are long gone. We expect better from our apologies. So, how do we do that— how do we apologize like we mean it? That’s where Marjorie Ingall & Susan McCarthy, co-authors of Sorry, Sorry, Sorry: The Case for Good Apologies and co-creators of the super fun site sorrywatch.com, come in. With Karina Schumann, Associate Professor of Social Psychology and Director of the Conflict Resolution Laboratory at the University of Pittsburgh, you’ll hear what a good apology can do for the giver and the receiver.Join host Lottie Bazley as we break down the anatomy of a good apology and bask in the glory of some of the worst apologies out there. 

Why did I walk into this room? And, why was I pulling out my phone again? That’s right, to listen to Infernal Communication’s episode on memory.Join us as we speak to two time Canadian memory champion, Francis Blondin about the power of memory palaces and how to access the untapped capability of our brains. We also speak with psychologist Dr. Tracy Packiam Alloway, who has both short term and long term hacks for boosting our brain power. Dr. Alloway also answers the nagging question that creeps up after every time-wasting death scroll: are our devices making us stupid?How can we do a better job of remembering things, and how do we get others to remember what we do? Join host Brian Tomlinson as he talks memory, attention economy and Ghandi. Heads up, there’s a quiz at the end.For more information on Francis Blondin's memory palace technique, click here.

There are so many uncomfortable conversations to be had, or avoided, depending on the day. But uncomfortable doesn’t have to be bad, it just means it isn’t easy. In this episode, we dive into the notorious "F word" – Feedback! Without it, we might run around convinced we're flawless employees with perpetually minty-fresh breath, blissfully ignorant of any missteps we’ve taken. But a world without feedback would also mean a world without improvement. Our guest, Joe Hirsch gives us his expert 2 cents on how to take a different approach to this dreaded process. And, Comedian Jeff D’Silva shares how he spins uncomfortable content into comedic gold. Join host, Lottie Bazely, as we explore how to get the most out of uncomfortable situations and maybe even make them a little easier and a lot more fruitful.

We all put our foot in our mouths once in a while. A joke that isn’t funny for all the wrong reasons, going into too many details about just about anything, or slagging off your place of business. It's easy to do, but hard to bounce back from. In front of family or friends it can make for an uncomfortable meal, in front of an audience it can mean disaster.In this episode, host Brian Tomlinson, leads us through examples of the good, the bad and downright ugly when it comes to CEO blunders. Renu Bakshi, an International Crisis Manager and Media Trainer will get into the nitty gritty of how to lead your CEO away from common pitfalls and renowned speaker and communication expert Julian Treasure is on hand to give us some useful tips on how to take to the stage with confidence, or at the very least preparedness. Listen in, for tips on how to steer your CEO in the right direction and get the PR team home on-time.

Those who like grammar, like it a lot. For the rest of us, it can be a bit of a nuisance. But, we do our best to follow the rules because bad grammar is a bad look. Whether we’re looking for love, a job or an apartment, improper grammar can take us out of the running.But according to our experts these preconceived notions around grammatical rules are off track. According to Dr. Anne Curzan, author of 'Says Who? A Kinder, Funner Usage Guide for Everyone Who Cares About Words', good grammar has been a moving target for centuries while Dr. Andreea Calude says we’re very adept at tempering our language to suit the situation, which is a good thing.Join host Lottie Bazley on this episode of Infernal Communication as we learn how to tame our inner grammando and reveal the real rules of good grammar.

The almighty internet algorithm, we know it's out there, dishing out content it thinks we care about most, but how does it really work? As communications pros, it’s easy to feel powerless in the face of tech giants who get to pick and choose what lights up our screens. But there’s a way to become active participants in these systems, rather than just passive users.  In this episode, Cameron Hickey, CEO of the National Conference on Citizenship, walks us through the payoffs and pitfalls of content filtering. We also have algorithmic puppet master extraordinaire Gretchen Andrew, who shares how she tricked Google’s search engine into showing people her art instead of presidential election results. Join host Brian Tomlinson as guides us through practical tips on how we can work WITH algorithms to bridge the gap between humans and computers.

Did you ever hear the one about Tough Laroque? No? Well, have we got a story for you. Our guests are three Métis aunties and scholars, Sheila Laroque, Tanya Ball and Kayla Lar-Son. All three are lovers of books, they even have their own podcast called Book Women or masinahikan iskwêwak. But Sheila, Tanya and Kayla are also huge proponents of oral storytelling, both because they know a lot about it and they’re pretty good at it. There is often a lot of importance placed on writing things down but, when it comes to telling stories, some may be best saved for our ears, rather than on paper. Listen in to their conversation on Indigenous storytelling. With host Brian Tomlinson, Sheila, Tanya and Kayla will cover what makes a good story, how its lessons change depending on the storyteller and the listener. And they’ll also remind us that sometimes a good story is just a good story! So sit back and enjoy.