Practices for Professionals – How to Ensure Your Year is a Good One

/in , /by

StrategyDriven Practices for Professionals ArticleMany top executives are hired because their knowledge and experience will combine with and enhance current corporate practices; resulting in improved performance and higher profits. But what happens when this hybrid becomes the new norm and performance and profits plateau? The executive is replaced.

Hi there! Gain access to this article with a StrategyDriven Insights Library – Total Access subscription or buy access to the article itself.

Subscribe to the StrategyDriven Insights Library

Sign-up now for your StrategyDriven Insights Library – Total Access subscription for as low as $15 / month (paid annually).

Subscribe Now!

Not sure? Click here to learn more.

 Buy the Article

Don’t need a subscription? Buy access to Practices for Professionals – How to Ensure Your Year is a Good One for just $2!

Access the Article Now!

About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.

Are You a Monday Morning Quarterback?

/in , /by

When I was growing up, I spent many joyful Sundays watching football with my father. At the end of every down, we relished critiquing the coach’s play calling – if it had failed – by boldly claiming we knew the plays that would have saved the day. We reenacted this ritual every week and even carried “our” game’s analysis through Monday morning breakfast. By the time we finished our discussion, we were self-acknowledged geniuses who, unquestionably, deserved a coaching spot on any National Football League roster. Unfortunately, since that’s not how play calling works, we found ourselves relegated to the role of “sage” after the fact.

Hi there! This article is available for free. Login or register as a StrategyDriven Personal Business Advisor Self-Guided Client by:

Subscribing to the Self Guided Program - It's Free!


 

About the Author

Bill BartlettBill Bartlett is author of The Sales Coach’s Playbook: Breaking the Performance Code (Sandler Training / 2016). Bartlett is an experienced Sandler trainer who plays an important role in Sandler’s worldwide organization and is recognized as a business development expert specializing in executive sales training and sales productivity training. He currently heads a Sandler training center in the Chicago suburb of Naperville, IL.

For more information, please visit https://www.sandler.com/resources/sandler-books/coaching.

Five Benefits from Leading Out of Our Own Identity

/in /by

Great leaders pattern themselves after (drumroll, please) themselves. As stated by Jim Rohn, noted business philosopher, “all great leaders keep working on themselves until they become effective.”

Yet a significant amount of the billions of dollars we spend each year on leadership training is not about working on ourselves but patterning our leadership on some other leader’s life, leadership model, or leadership principles.

Hi there! This article is available for free. Login or register as a StrategyDriven Personal Business Advisor Self-Guided Client by:

Subscribing to the Self Guided Program - It's Free!


 

About the Author

Greg WallaceAuthor, change agent and leadership trainer, Greg Wallace is CEO of The Wallace Group which consults organizations and leaders to implement change and transformation which produce results that meet the leader’s definition of success. Learn more about developing a personal model of leadership in his second book, “Transformation: the Power of Leading from Identity”.

The Arrogance of Listening

/in /by

When researching my book on the gap between what’s said and what’s heard (What? Did you really say what I think I heard?) I discovered that most people believe they listen accurately, and that any miscommunication or misunderstanding is the fault of the Other.

When my book came out, 20,000 people downloaded it in the first 3 months. I received hundreds of emails from readers profusely thanking me for the book, saying they were going to give it to their spouses/colleagues/clients so THEY could learn to hear to these readers without bias or misunderstanding. Did readers not grasp how our brains are wired to make it highly unlikely we understand what others mean without bias? How was it possible that they missed the fact that ALL brains operate this way, even their own?

I also received calls from managers saying they wanted me to train their teams so they could better listen to each other, and to their clients. Yet none of them hired me. Why? Their teams believed they didn’t need training cuz they listened just fine, thanks, that any miscommunication lie on the side of the client/colleague.

How Often Do We Misunderstand What’s Meant

There are two issues here.

Truth: our brains have constructed unconscious, subjective filters (biases, assumptions, triggers) over the course of our entire lifetimes, making it highly improbable to accurately hear some percentage of what others mean to convey (percentages vary according to how far they are from our own subjective biases). Additionally, our brains subjectively and habitually match what they hear, to stored, historic conversations we’ve had (some from decades ago, some wildly out of context), thereby altering our Communication Partner’s meaning – and what we think they’ve said – accordingly. Unfortunately for us all, it happens at the unconscious, making it difficult for us to change/fix/recognize.

Reality: because our brain only offers us the interpretation it has constructed, (and we have no idea what percentage of this is correct), we believe we ‘hear’ accurately. So if I say ABL and your brain tells you I’ve said ABP, you will fight me to the death that you heard ‘right’, or that I just didn’t remember what I said, without realizing that your brain may have altered the transmission all on its own, without telling you. I had one Active Listening professor wildly mishear and misrepresent what I said, yet claimed I was probably having a Freudian Slip (he actually said that) because what he ‘heard’ was ‘accurate’ and I was mistaken.

Sadly it’s impossible to accurately hear the full extent of what our Communication Partners mean to convey (although we might hear the words [which we remember for 3 seconds]). Obviously with folks we’re in contact with regularly, our brain recognizes those unique communication patterns via habits and memories and does a better job for us. Not so much with people not in our immediate sphere, or when we enter conversations with assumptions and biases that restrict the entire dialogue.

Sometimes We’re Just Wrong

But haven’t we all been burned over time with misunderstandings or assumptions? Haven’t we all realized that maybe, just occasionally, maybe sometimes, that we might have, on a bad day, misunderstood someone? And that it was actually our fault? What’s the deal about needing to be ‘right’?

In a recent conversation with my friend Carol Kinsey Goman (body language guru) we couldn’t figure out why the word ‘listening’ elicited so much denial. Why don’t companies demand their employees listen without bias? To hear clients without assumptions? To walk away from meetings with To-Do lists that actually represent what was agreed to at the meeting? Why is ‘listening’ a ‘soft skill’ when it informs all client interactions, team productivity, and creativity? Why do we assume we listen accurately?

Misunderstanding, misrepresenting, distorting what others say costs us all a lot – in personal capital, money, and possibility. So I ask you:

  • What needs to happen for each of us to recognize that we share 100% of our 50% of conversations? That when one person ‘mishears’ maybe there is a problem between both Communication Partners? That there is a probability of some distortion, and nip it in the bud after every conversation?
  • How will we know that it’s time to check in with our Communication Partner to ensure we’ve understood the same things – before we use the data we collected, or during an intense negotiation, or during/after a conversation or coaching session or employee review?
  • At what point in any misunderstanding or confusion might we be willing to say, “Could you please say that to me a different way?” to make sure you’ve understood the importance of what has been said? What will we hear/feel to recognize there is a problem?
  • What would you need to believe about yourself to admit that you, like every human being with a brain, are at best a mediocre listener? Because once you believe this is true, you might – you just might – be willing to be someone who occasionally misunderstands, or once-in-a-while makes a wrong assumption or mishears. Being Right is an expensive position to hold. At what point is the Greater Good more important than Being Right?

Until we’re all – all – willing to admit that we’re biologically inadequate listeners, and be willing/able to include in dialogues some check points of agreed understanding (not to mention the occasional apology), or learn how to supersede our biases, we will suffer from Arrogance of Listening, and our lives, our relationships, and our incomes, will be restricted.

About the Author

Sharon Drew Morgen is founder of Morgen Facilitations, Inc. (www.newsalesparadigm.com). She is the visionary behind Buying Facilitation®, the decision facilitation model that enables people to change with integrity. A pioneer who has spoken about, written about, and taught the skills to help buyers buy, she is the author of the acclaimed New York Times Business Bestseller Selling with Integrity and Dirty Little Secrets: Why buyers can’t buy and sellers can’t sell and what you can do about it.

To contact Sharon Drew at [email protected] or go to www.didihearyou.com to choose your favorite digital site to download your free book.

It’s not the company. It’s the people in the company. It’s you.

/in , /by

StrategyDriven Management and Leadership ArticleWhen you walk into someone’s place of business to shop or buy something, what are you expecting?

Most people (you included and me included) expect someone friendly, someone helpful when you need them, to be served in a timely manner, to be given fair value, to be presented with a quality product, to make the process quick and easy, and to be thanked whether you give them the business or not.

Then the question is: What do you get?

Typically, you get a mechanical welcome, someone feebly says, “can I help you?” Followed by people telling you what they can’t do versus what they can do, or what they don’t have. Maybe a bunch of sentences containing the word policy, and an inability to understand that just because they’re out of an item, doesn’t mean you don’t still want it or need it, and will likely go to their competition to get it. All this, and a touch of rudeness.

Now, maybe I have exaggerated a bit. But I can promise you, not by much.

And the interesting part is, many companies have multiple locations where the products are the same, but the service is not recognizable from place to place – one may be fantastic, while the other may be pathetic.

The inconsistency of people-performance can make or break a business.

Here is what will make you or anyone near you, or anyone in a job they consider beneath them, or anyone who hates work, understand the formula for emerging into a better career – certainly a better job. And all of these elements will be reflected in your performance.

1. Your internal happiness. Happiness is not a job, it’s a person.
2. Your attitude toward work. Do you just go to pass the time for a paycheck, or are you there to earn your pay with hard work?
3. Your self-esteem and self-image. How you feel about yourself.
4. Your desire to serve.
5. Your commitment to being your best.
6. Your boss and how your boss treats you.
7. Looking at your job as menial rather than a steppingstone towards your career. It’s not “just a job” – it’s “an opportunity.”
8. Pride in your own success.
9. Realizing that you’re are on display, and that your present actions will dictate your future success.
9.5 Every today is a window to your every tomorrow.

Companies spend millions, sometimes billions of dollars in advertising, branding, merchandising, strategizing, and every other element of marketing that they believe will bring business success. But if there are people involved, marketing means nothing if the people are not great.

When I walk into a business, I ask people, “How’s it going?” I get the most disappointing answers like, “Just three hours to go.” Or, “It’s Friday.” What kind of statement is that? What does that tell you about what kind of employee they are, much less what kind of service is attached to their attitude?

When you go to a hotel, a fifty-million-dollar business rests on the shoulders of shoulders of the front desk clerk. That’s the first impression you have. In a retail business, it’s no different. All the advertising gets you to come into the store. From there, it’s all about the retail clerk. Doctors and dentists now advertise. But it’s the person who answers the phone that gives a true reflection of what the doctor or dentist office will be like.

What is your company like? Do you have any people working there that hate their job? Do you have people with “attitude?” What can you do?

These elements will get YOU to BEST:
1. Set the example by being your best and doing your best
2. Hang around with the winners, not the whiners
3. Create service best practices, and have everyone implement them.
4. Have weekly internal positive attitude training.
5. Look at the best companies in America for best practices you can adapt and adopt.
6. Do your best at everything, everyday.
6.5 Work on your own attitude. You must think you will succeed, before success is yours. You must think you will be happy, before happiness is yours.

The root word of “your” is YOU. Each employee has the responsibility of representing their company to their customers in a way that reflects the image and reputation needed to build or maintain a great reputation and a leadership position.

Anything less than “best” is not acceptable. But here’s the secret: Don’t do it for your company – do it for yourself. Develop the pride in doing your best at your job even if it’s not your career, and never use the word “just” when you describe yourself.

Real winners are few and far between.
And making yourself one is a choice.

If you want a couple more attitude boosters and one major attitude secret go to gitomer.com, register if you’re a first time user, and enter ATTITUDE FOREVER in the GitBit box.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].