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State before Strategy

5/19/2016

Hello Amazing Trainers!

As you probably know by now, I’m obsessed with what makes some training courses absolutely amazing, while others limp along the road of mediocrity.

As amazing trainers, dedicated to excellence in teaching, we want our trainees to leave our classes ready to implement new things! Equipped and excited!Roadmap in hand, and enthusiasm to boot!

The problem is, we often teach strategy, and overlook state.

What does this mean?

Let me give you an example.

I often teach classes on how to manage performance. I teach a lot of managers, and they have an ongoing challenge with getting staff to perform as expected. It’s frustrating, and managers want a better way!

The truth is, any one of them could grab their smartphone and say, “how do I manage employee performance?” and they would instantly get a list of meaningful strategies for managing performance.

Ok- just for fun, I just did that search and I came up with at least 5 great articles in a nanosecond.

I looked into each of these articles and sure enough, tons of GREAT strategies for managing performance!

And don’t get me wrong, having a great strategy is, well, GREAT!
But I have found that there is something MORE…

The real issue, when I probe a little further, is that most of these managers are P.O.d about poor performance. They are honestly at their wits end. They have tried every strategy, over and over again, and they have already worked hard to be positive and provide guidance and tools, etc.

It’s not a lack of strategy that is getting in their way…

It’s their state of mind.

They feel angry and judgmental.
Sometimes, they feel that the employee is purposefully doing this tothem! It’s personal!

And no one is going to be a great performance manager, when they are in a judgmental state of mind.

To provide a transformational (A.K.A. Amazing!) training experience, we have to first get under the surface and expose that state of mind that is subtly poisoning every strategy that the manager employs.

So- to complete my example, one of the first things I do in my Managing Performance class, is to connect with that deep frustration that comes from “having tried everything.”

Using experiential exercises, I get them into that frustrating state of mind, and then I help them TRANSFORM IT FOR THEMSELVES.

I provide empathy for how frustrating it can be, and then I help them understand that their mindset is part of the challenge.

Finally, we build the bridge so they can understand how the employee is feelingwhen he or she is underperforming.

And now, voila!

The trainee has what I like to call an, “A-HA Experience!”

The trainee can see the whole system (including their own state of mind) and not just a set of strategies.

They get it.

They see it differently.

Now, can I ensure that they retain this sense of excitement and enthusiasm?

Well, I can’t guarantee what will happen when they leave the room, but I CAN set them up for success by making them practice a performance management interview while they are in an open and helpful (not frustrated and judgmental) state of mind.

I can also give them a new performance management roadmap which includes the very first step– “Get in the right state of mind for coaching your employee. Get out of judgment, and find your empathy!”

So- what’s the most important take-away from this article?

Understand the State of Mind that is preventing your trainee from simply implementing any strategy they might be able to find on their smartphone.
Address that FIRST.
THEN work with strategy…
and you will be AMAZING!!

Have an amazing day!

Claire

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It’s In The Presentation!

11/7/2014

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The above photo is spot on! Most people would choose the dish on the right. How much extra effort did it take to construct the one on the right?

ANSWER: Not much!

I draw three powerful lessons here:

1. Presentation is important

Makes your product/service seem more valuable
Makes your customer think highly of you
Makes you look credible

2. It is very easy to do – a small reorganization of the same ingredients (data) is all it takes (as you see in the photo).

It’s not revolutionary changes, it is small improvements that make the difference (e.g. are you starting strong?, are you passionate?, are you engaging?)!

3. First impressions do matter

When you hear, “That doesn’t look very good”, what are they chances they will try it?
Professional speakers and trainers have long asserted that people make up their minds about people they meet for the first time within two minutes (It is actually less than that according to the book, "Blink" by Malcolm Gladwell).

How can you step up your presentation game (client meetings, relationships, business meetings, etc.)? When was the last time you took a class or asked for feedback on the way you look, talk, and engage?

Stop being normal and start being gourmet!(Hint: Anyone can do it!)

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Power Pose

10/3/2014

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To get a good introduction to body language and power poses I suggest viewing this TedTalk (Amy Cuddy – Your body language shapes who you are).

In Summary, Social psychologist Amy Cuddy shows how “power posing” (standing in a posture of confidence, even when we don’t feel confident) can affect testosterone and cortisol levels in the brain, and might even have an impact on our chances for success.

“Merely practicing a “power pose” for a few minutes in private—such as standing tall and leaning slightly forward with hands at one’s side, or leaning forward over a desk with hands planted firmly on its surface—led to higher levels of testosterone and lower levels of the stress hormone cortisol in study participants. These physiological changes are linked to better performance and more confident, assertive behavior; recent studies show (WSJ.com).”

I use this technique before negotiating, job interviews, teaching, and presentations. It sounds a little ridiculous but it really does work. Pretend you are rocky climbing up the stairs with your hands raised high and the song "eye of the tiger" playing in the background! I highly suggest you give it a try the next time you’re in a situation that can benefit from it.

Drew Patterson, MBA

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I'm Leaving YOU!

8/22/2014

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A close friend just landed the job of a lifetime. I'm not exaggerating when I say that she wanted to work for this company since she was a child! (The company and person will remain unnamed.) She had been drawn to their work and their products and their culture for as long as I can remember, and had applied several times over the years. But it is a prestigious company, and very difficult to get in that door. Then it happened! The stars aligned and there was a full-time temporary job opening. She knew that if she could land this temporary assignment, that they would get to know her and see the quality of her work. And, she did! But it didn't turn out as planned.

My friend did show her stuff! She did top quality work. She was (and always is) a delight to be around. She worked well with others, put in long hours, completed all her work on time and made personal sacrifices to ensure project success. And when the temporary position was coming to an end, they did in fact offer her a job. And she said, "No thanks!"
What Happened!?People will leave a boss, much more often then they will leave a job.

She loved the work. She has a special skill set that sets her apart from others and there were opportunities to use that skill set in her job. But, the person she worked for was, let's say, less than desirable as a boss. He displayed his anger and frustration openly and frequently. He was discouraging. He was a poor manager of outcomes and performance. He ignored the successes and focused on the failures. He was generally unpleasant. The team sighed with relief when he finally left for the day and they could get their work done!

This is not a good thing!

The boss often (but not always) has a disproportionate influence on the culture of a workplace. The boss sets the tone and expectations. The boss has the opportunity to create a positive workplace that is filled with appreciation and support, or, on the other end of the spectrum, one that is based on neglect, or even dysfunction. The result of this particular situation is that a good company lost a great resource. Multiply that dynamic times the number of supervisors who don't understand their influence, and you'll see very quickly how a good company can become mediocre and sluggish at best.

If you supervise, manage, or lead others, it is in your best interest to pay close attention to the climate you create. Are you noticing the strengths of your team members? Or complaining about their deficiencies? Are you supporting the development and growth of each individual? Or do you figure that it's their job to know what to do and how to do it?

Be proactive! Understand your influence, and use it well! Pay attention!
Remember that you are in a position that can attract talent and make life better for others, OR, that you will be left... seeking new employees constantly... probably blaming it on those who come through your door.

Let us help!
Our leadership courses are designed to empower you to be a great boss! Don't get left behind!

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Beware the Write-Off

8/17/2014

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I was recently working with a team that has a long history. These folks have worked together for a period of time, and in that time they have come to know each other and create patterns of interaction that hold them together in predictable ways. This is called, "Norming." Teams "settle in" to habits with one another. We learn how to respond to one another, effectively creating "rules of engagement," for our team, and then we follow those rules. Let me clarify. We MAKE the rules, and then we FOLLOW the rules.

This is a perfectly reasonable thing to do from a behavioral perspective, but it must be monitored if a team is to continually thrive. For example, a team might "norm" by figuring out and then accepting that it is fine to disagree with Mary's ideas, but don't EVER disagree with Bill. He will blow a gasket if you disagree with him, and he is the boss, so just accept his ideas and move forward. As you can imagine, this is NOT GOOD for team engagement, and it dampens the creativity and potential of the team.

Often, when I hold up a mirror to the team and try to show them their patterns, they will say, "that's just the way Bill is. I have tried to address it, but it won't change. Bill is just Bill."

THAT is what I call a "Write-Off."

How to Handle a Write-OffWhen we "write-off" another person as I have described above, it's like putting them- and ourselves- in a box. We have a nice, neat prediction that gives us permission to continue accommodating as we have done in the past, and allows us to keep the discomfort of change at bay. We feel that we already know how someone will act (and we may have lots of experience that supports this feeling), so we can rest on the laurels of our own predictable behaviors. Again, this makes perfect sense! We are creatures of habit, and with the growing complexity of our daily lives, we seek continuity and predictability to make things easier.

But it works against our own growth.

If I am to grow as a team member, as a leader, and as an individual, I have to see my own blind spots. I have to re-approach the situation and try to find a different way to talk with Bill. After all, people evolve and relationships are dynamic and changing.

Now that you've read this article, I challenge you to look for a person that you have "written off" as utterly predictable in their behavior. Remember that this effectively puts them in a box. Now look deeper. Find your own blind spot that is created in the wake. Try to identify your own part of the pattern. Your belief that they are predictable usually points to your own predictability. Break free. Try something new. Re-approach with a different attitude or new words.Get curious about the other person. Dig deeper.

This fresh perspective may just be the thing that transforms your relationship with the other person and helps you forge a new habit based on awareness and capability.

And by all means, CONTACT Claire Laughlin at Leadership4Design.

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A Change in Perspective

1/20/2014

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I was in the forest a few mornings ago, before the sun had hit the forest floor. It was cold at the top of the trail and frigid by the time we hit the bottom of the canyon. To stay warm, my running partner and I decided to run “backwards” on one of our regular loops. This would get us moving uphill right away, and we would get warm quickly.

As we started up the trail, I noticed that I had to pay attention in a way that I normally don’t. The fallen tree that we usually hop over was a climb in this direction. The roots and rocks that my feet are accustomed to navigating without notice were in different places and posed a tripping hazard. When we came upon a fork in the road, I had to stop and look because it wasn’t immediately obvious which way to go.

I love this kind of experience! It makes me wake up! It brings to my attention, all of the ways that I go through life on auto pilot without really noticing three-quarters of what is happening around me.

And, it reminds me how imperative it is that we find regular (but not habitual) ways to “shake-up” our perspective and try to see things with a fresh mind. Driving home a different way from work; trying a new restaurant or a new food; reading a new book on a familiar subject… all of these are ways that we can shift our perspective and see the world “anew!”

And of course, my favorite is taking a class! (I’ll bet you guessed that!) Professional development is about more than just getting better at your job skills. It’s about stretching yourself mentally- and sometimes emotionally. It’s about meeting new people and hearing about new ways of doing things. It’s about looking inward, and assessing how you are doing from a new point of view.Contact us if you want to learn more about the courses we offer!

Written by Claire Laughlin, Consultant & Trainer

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The Art of “Managing Up”

8/6/2013

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If you are a frequent visitor to ManagingAmericans.com, your career is probably on an upward trajectory. You are likely looking to expand your knowledge, integrate new skills, and build new networks. And, if you are a growth-minded professional, chances are you are given new responsibilities and opportunities on a regular basis.

But with these opportunities can come stress and overwhelm. One of my clients recently told me about the struggle he was having after being given a “promotion” into being the sales manager for a territory that was twice the size of the one that he was already struggling to manage. While his boss thought that the promotion was a validation of his ability and something he could clearly handle, my client felt that it was a burden thrust upon him and that he was destined to fail.

When you are a top performer, you will be offered new opportunities and responsibilities. The challenge occurs when our plates get too full and things start to fall off the edge. This is the classic “Peter Principle” wherein we are promoted up to the point in which we are no longer successful. Does any of this sound familiar?

But career growth is our own choice and it needs to be managed with commitment and a degree of precision. When you are offered an opportunity for new responsibility it’s important to think it through carefully AND help your manager support you in being successful.

Take a moment to ask yourself five important questions:

Is this something I am excited to do?
Do I have the skills and ability to perform in this new role? If not, what do I need to learn in order to prepare myself? What kind of training is available to me and when can I get it?
Does this new opportunity align with my other responsibilities? Are there any economies of scale I can achieve by taking on this new responsibility?
Can I see myself doing this is 5 years? Is this part of my long-term plan?
What (if anything) can and should I delegate to someone else so that I have the bandwidth to do a good job if I take on this new responsibility?

Once you have pondered these questions, you’ll have a much better idea about whether or not you are up for the challenge. If your answer is either yes or maybe, be sure to investigate further by scheduling a structured, uninterrupted conversation with your manager or the person to whom you will be reporting.

Remember that your career growth is important! That is why we tend to say, “yes” to too much and why we allow ourselves to get overwhelmed. Instead of a simple yes, go into the conversation with an optimistic, “can do” attitude and some thoughtful questions. This will ensure that you are seen as a team player, and also as someone with a long-term vision and a commitment to success!

Follow these guidelines to shape a productive conversation:

1) Set the stage by naming your positive intentions. This will help ensure that your message is seen as collaborative and not resistant or unappreciative.

“I sure appreciate your time. I’d like to be sure I really understand the scope and depth of this new responsibility, because I want this endeavor to be successful for the organization.”

2) Start with the end in mind.

Ask about what constitutes success from the perspective of the managing supervisor or project sponsors. Be sure to ask about the impact on business results, as well as about specific behaviors rather than vague impacts.

“You’ve asked me to take on this new responsibility. Tell me more about what you envision when you look into the future a year or two.
If this project is very successful, what will we see happening?
How will we measure the success of this project as a business?”
“How will we know if I am performing as expected?
What will you expect to see me doing?
What results will I be getting?
How will I be achieving those results?

3) Explore the lay of the land.

It is imperative that you understand the scope of the job, the team culture and dynamics (especially if you are entering into new relationships or reporting structure), and the degree of autonomy and responsibility associated with the position or project.

“Tell me more about the job itself. What kind of a team will I be working with?
Who will I report to?
May I interview the members of that team?
“What am I NOT going to be involved with?
What are the outer boundaries of responsibility associated with this job?
“What kinds of relationships will I need to develop in order to be successful?”

4) Get a commitment for support.

In order to perform successfully in any job, you must have the knowledge, skills, tools and motivation to do so. Presumably, you have the motivation– but don’t forget to assess the other components. Find out more by asking questions like these…

“Tell me about someone who performed this job with great success in the past. What did she or he know? What did he or she do? What tools did she or he use?”
And, most importantly, “how can I attain the knowledge, skills and tools described?
What kind of training will I receive?
To whom should I go when I need additional support?”

Taking the time to engage in these in-depth conversations results three distinct advantages.

First, it shows your managing supervisor that you are taking a thoughtful approach to your job and responsibilities.
Second, it provides an opportunity for the manager to think about the issues you raise in more depth. You’d be surprised at how often the questions above prove challenging. All too often, these questions are not thoroughly considered before an offer or new opportunity is extended.
Finally, it ensures that you will not become a casualty of your promotion by taking on new responsibilities for which you are unprepared.

Managing Up is an art. Many of us shy away from it because we carry the implicit assumption that we should “already know” the answers to our questions. But I encourage you to break through that assumption and do your due diligence. A failed project or job is NOT normally a positive career move. Do your best to ensure your own success by exploring before you commit.

Written by Claire Laughlin, Consultant & Trainer

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3 Easy Steps To Refine Your Communication Skills & Influence Change

5/27/2013

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This phrase comes to our aid when we have experiences that seem beyond description. But the truth is, when we DO have words to describe things, we are far more capable of making change and learning from our life & business experiences.

Many of us have challenges communicating with others. “I can’t talk to my boss.” “I don’t understand my teenagers,” and, “my co-worker and I just don’t see eye to eye,” are all expressions of difficulties we have with communication. While there are a myriad ways to address these issues, one very powerful solution is to look more deeply at our communication patterns and to build a richer vocabulary for our experiences.

When we can describe our experiences more thoroughly, we have more options for making positive change and improving situations. I call this, “Communication Appreciation.” It refers to our ability to look deeply at the process of communication and develop an appreciation for the subtle dynamics and patterns that exist in our own communication, our use of words and the way they shape our relationships and life experiences. This, in turn, allows us to understand ourselves and our relationships better, and it comes to our aid when we want to learn new habits or teach others.

Let me give you an example of how this works. When I was in school, I enrolled in a course called, “Music Appreciation.” I thought it might be an easy A, but instead I was confronted with an entirely new world of experience and vocabulary. I had always enjoyed many kinds of music, but my experience was severely limited by my lack of vocabulary. I could say that I “liked” this kind of music or “didn’t like” that kind, but I literally listened to music differently once I had a deeper vocabulary to describe it. After taking the class, I was able to hear the cello as a distinct element of the music; I could identify the timpani in the background; I could describe a piece of music in far more detail and I could identify very specifically what I liked about it and what I didn’t like with richer detail and far more accuracy. With my larger vocabulary, I now literally experience music in a very different way.

Communication is similar. Because we communicate all the time, we often feel that we know “enough” about it. In the workplace, I often hear people using a very limited vocabulary to describe their experiences. “My boss is annoying.” “I work on a fantastic team!” “My workplace is hostile.” “I hate my job. It’s boring.”

While these descriptions may be technically accurate, they don’t afford us much opportunity to learn from and impact the situation. Saying, “my boss enters my office without knocking and issues demands,” is more descriptive, and also gives us the chance to take action that will positively impact the situation with more finesse. We can speak up to our boss about how she or he has a habit of entering without knocking and asking for things to be done in a harsh tone of voice, and we may be able to persuade him or her to behave differently. It is much more difficult to get a positive result when we simply ask someone to stop being “annoying.”

If, instead of, “I work on a fantastic team,” you might say, “my team is highly productive because we stick to clear guidelines for running our team meetings and making decisions.” This description points me toward replicating the conditions that make one team productive, with a different group.

So, how do we develop our ability to appreciate and describe communication in this more refined way? It’s actually simple with three easy steps.

3 Easy Steps to Refine Your Communication Skills & Influence Change

1)   Get Curious.When we are curious, our minds open to new experiences that we wouldn’t normally attend to. Open your mind and start looking closely at the mundane. Ask yourself, “What is createdby the way I am communicating? Is it hostility? Connection? Respect?” These and other curious questions can open our minds to new ways of seeing everyday situations. (For more on curiosity, see my last blog post: Curiosity: Asking the Right Questions to Motivate, Manage & Lead)

2)   Use the “Surveillance Camera Technique.”When emotions run high, it is much more difficult to be fair and reasonable in our descriptions. If I have had a long, frustrating set of experiences with my co-worker, it is hard for me to see what is ACTUALLY happening TODAY with much accuracy. To address this, try describing an interaction as if it were caught on tape by a surveillance camera. First, start with no sound. Just describe the body movements as if you were simply watching a tape of a complete stranger, and you had to describe it to a third party on the phone. Then, when you have practiced that technique for a while, add in the sound track. Try describing tones of voice, volume, rate and pace of speech, along with specific words and phrases. This will make it much easier for you to tease out the difference between the actual words that are used, and our particular and personal reaction to those words.

3)   Build Your Vocabulary.Like it or not, when we have more words, we can describe our experiences in greater detail. Instead of simply saying, “I was listening,” you could use greater detail by saying, “I was focused on your words and facial expressions and using open-ended questions to better understand your perspective.” This may not seem like really learning new vocabulary, but integrating more communication and emotion words into your routine vocabulary will better equip you to describe the subtle differences in your experiences.

Use these tips to build a deeper appreciation for the subtlety of communication, and you will be able to learn much more from every interaction, influencing your social world for the better!

Written by Claire Laughlin, Consultant & Trainer

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Keep Your Customers by Building Relationships

2/18/2013

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Did you know that it costs 5 times as much to attract a new customer than to keep an old one?

And did you know that 91% of unhappy customers will never purchase services from you again?

These are startling statistics, and vitally important in tough economic times. When consumer spending wanes, you want to be sure that your customers stay loyal. But, how do you do that? Read on for 3 things you can do today to build your customer relationships.

Tip #1: Make a connection with your customers.
Many of us feel too busy to make small talk with our customers regularly. You may have a customer survey, and you may even post a sign that asks for customer feedback. But how often do you just take time to chat?

Take time today to speak with your customers and make a personal connection. Even a short dialogue can make your customers feel more connected to your business, and can make them feel more satisfied with their visit.

Here are some suggestions for starting a quick interaction that will lift the spirits of your customers. You can ask them…
“How is your day going so far?”
“What’s happening for you today that makes you happy?” Or,
“Tell me something you are looking forward to today”

These simple questions can create connection and remind us all of good things happening in our world.

Tip #2: Give a little more.
It’s the “extras” that count.

When you remember a customer’s name, or anticipate a need they may have, or go the “extra mile” by offering them a magazine while they wait or a cool glass of water on a hot day, you are showing the customer that you care.

Simply being attentive, friendly and sincere can make their day. The lucky news is, it can also make YOUR day. A happy customer is always more pleasant, and that makes our time at work easier.

Tip #3: Thank your customer and invite him or her back
Remember to tell your customers that you appreciate them. When you conclude an interaction, always THANK the customer for coming, and remind him or her that you’d like to serve them again.

For more in depth training in Customer Service Excellence, please contact us! We can provide onsite, online, or blended learning for your employees.

SAMPLE WORKSHOP
In this highly interactive and experiential course you will get the hands-on skills that you need to deliver exceptional service and to grow in your career.

You will...

Assess the needs and expectations of your primary customer groups
Discuss customer service as it relates to businesses success
Learn keys to service success such as stress management, powerful, positive speaking skills, and active listening.
Use and practice open, positive nonverbal communication
Learn and practice techniques for managing tough customer situations and conflicts

Claire

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Looking for Luck in all the Right Places

2/18/2013

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I opened a fortune cookie the other day and my fortune said, "You will find good luck today."

I was so excited!

As soon as we left the restaurant, while driving home, another driver cut us off and almost side-swiped us, but missed. I said, "that was a close-call," and my son asked, "was that our good luck, mom?"

YES!! That was good luck!

In that momet, I started LOOKING for luck! Everything has a tinge of good luck if you look at it the right way.

We arrived home to find the toaster oven had been left on for many hours- but there was nothing in it and the house was still standing! Again- good luck!!!

Later in the day, one of my boys twisted his ankle- but it wasn't broken. MORE good luck!

Why are all of these examples of Good Luck?
Because luck is in the eye of the beholder and has everything to do with the choices we make when we interpret this big crazy world!

Jessican Hagy, writer for Forbes magazine, described the phenomenon this way…
"When we feel crappy we see crap everywhere. When times are tough, like they are now, we tend to get tough on each other, and everything we see. When the economy is on life support and people are scared, we tend to be a little less forgiving. A little less patient. A little more greedy. A little crueler in our evaluations. And that hostility makes everything more difficult for everyone. Naysayers sink stock prices. Pessimists don’t lend money. Bitter, cranky people don’t take chances on new ideas. It’s a vicious cycle and a delicate balance: too much enthusiasm and we get Dutch tulip frenzies, too little and we get the Dark Ages.

"When we feel good, we see goodness everywhere. People are emotional, and people created this economy ruled by perception, judgment, and opinion. We’re moody creatures, full of opinions. Sometimes we judge others and we’re inspired instead of offended. We’re capable of seeing the potential for good just as clearly as we perceive gloom. Our generosity can be just as infectious as our pettiness. Our praise is just as powerful as our complaints. So yeah, we’re moody, and that’s what got us into this mess. But you know what? It can get us out of it too: as long as we don’t judge too harshly."
(see http://www.forbes.com/sites/jessicahagy/2011/11/08/its-not-you-its-the-judgment-economy/)

Jessica's comments speak to the heart of the perceptive process- we interpret the world based on our emotions, our experience, our histories- and then we live in the world that we create.(Seeing more and more of exactly what we thought we would see!)

A simple concept, yet so profound.
Profoundly powerful when it comes to living a happy life and having great relationships.

Today, be aware of your perceptions. Specifically, notice how you are interpreting the world around you. If a driver cuts you off, is it good luck or bad? If you nearly burn the house down, is it good luck or bad? If you sustain a small injury, is it good luck or bad? I assure you that interpreting the world differently will result in new, fresh experiences. Make it a great one!

Claire

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