When I’m training some of the top five-star hotels in the world in customer service recovery, there are a few “secrets” to working with upset, unhappy, disappointed, or even flat-out angry customers.

Imagine Jo: Everyone in Jo's life recognizes her as an outstanding problem solver. She's the type of person who seems capable of almost anything. Jo excels at intuitive problem-solving. Over her life, ...

Like most engineers, I find myself drawn to complex puzzles. And the more complicated the problem, the more intrigued I am to solve it. This love for problem-solving was nurtured at a very young age.

Mathematicians excel at handling complexity and uncertainty. Mathematical reasoning strategies aren't just useful for dilemmas involving numbers. We can apply math mindsets to improve our approach to ...