Who's to Blame?
Coaching & Developing Others, Leadership, Personal & Professional Development

Who’s to Blame?

Who's to Blame?Watch the news, listen to a child, in fact listen to a whole lot of the conversations you will encounter today, and you will hear discussions that include blame. Fingers are regularly pointed at others to explain, justify, and rationalize our actions and results. The more attuned to this you become, the more prevalent you see that it is. Today’s quotation addresses this phenomenon head on. Read it, ask yourself the questions, and take some personal action.

“We are taught you must blame your father, your sisters,your brothers, the school, the teachers — you can blame anyone but never blame yourself — it’s never your fault. But it’s always your fault, because if you wanted to changeyou’re the one who has got to change. It’s as simple as that, isn’t it?”

Katherine Hepburn, Actress

Questions to Ponder

– How often do I blame others?

– In what situations do I most often blame others?

– How often do I look at my role in those blame events?

Action Steps

1. Make it your habit to look at your role in any situation.

2. Ask yourself “What was my role in these results?”

3. Ask yourself “What will I do differently next time?”

My Thoughts

I read Ms. Hepburn’s quotation this week and (nearly) shouted “Yes!”

In my mind, she is completely right, and if I knew someone lived by that statement (in other words, actions matching the words), I’d believe, even expect, that person to be successful in their chosen field. Clearly, Katherine Hepburn was successful in hers.  Why?  Because this is the trademark of successful people – they recognize their responsibility in every situation.

There is lots that could be written about this idea (I did a bit on it recently here). But the point in short is this. When we blame someone else, we shift the responsibility to them, and when we do that, we have no reason to change our behavior. If we don’t change our behavior, the odds of the next result being the same are extremely high.

Katherine says, bluntly, that is it always our fault.  She’s right.

You played some role in the result you received, take responsibility for it, then (and only then) will you be able to decide if you want to take a different action next time.

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creating better customer service
Communication & Interpersonal Skills, Leadership, Organizational Leadership

How to Improve Customer Service in Your Organization

creating better customer serviceEvery leader at every level in every organization needs to think about Customer Service. Whether you lead a team that is talking to paying Customers every day, supporting those that do, or just interacting with internal Customers, the need for Customer Service skills –and a Customer orientation is critical. When this subject comes up when training  or coaching leaders, here is the most common question I get  – “How can I convince my people to give better Customer Service?”

The answer may not be as hard as you think.

Your people have to genuinely like people.

If they don’t like people (or the people who are their Customers), it is going to be much harder to influence them to deliver better Customer Service.

We all know that some folks are more people focused than others. That doesn’t mean the other people are bad in any way, it just means that their first focus might not be people. So why don’t we put those people in positions to interact with Customers?

Does that mean we should do a DISC or other personality assessment and make hiring decisions based on it in a black and white fashion 100% of the time?  Does that mean we need to fire (or move) part of our existing team because they don’t meet these criteria?

No, but these questions are worth considering.

People who need to interact with other people, especially in stressful situations, will do better if their first preference is people vs. task.

So, that is a summary of  “Hiring for Customer Service 101” in one sentence.

But what about your existing team, you ask?

I’ll give you three things (from a long list) that you can do to help your existing team.

Help them personalize the Customer. When people see the Customer as John or Gina or Rajesh, it is easier for them to work harder to provide great service. No one likes to be a number or be treated like one. And it is harder to do that to someone else when there is a name and a personality that they are talking to.  How do you do this?  Invest time and money for your people to meet and build at least some relationships with real Customers.

Put People in the Customer’s Shoes.  Beyond personalizing the Customer, you can also internalize the experience. If your people could be Customers of your product, help them experience it. If not, find ways to talk about how they feel as a Customer of anything, and how that translates to the specific service they provide.

Describe what you mean by “better Customer Service”.  Do people really know what you expect from them in terms of Customer Service?  Don’t say, “they should” or “they ought to,” do they know?  If not, it is time for real conversation and dialogue about what the picture looks like to you – so they can paint that picture.  No one can meet expectations if they don’t know what the expectations are.  Do your folks know what your Customers expect?  Do they know what you expect?  (let’s hope those two lists are in close alignment).

Great Customer service isn’t such a big leap when you begin to consider these things – and when you get these things right, it will improve not only Customer service, but also Customer relationships, as well as increase job satisfaction.

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green-flat-at-indy
Leadership, Personal & Professional Development

Ladies and Gentlemen . . . Start Your Engines

green-flat-at-indyI live in Indianapolis, Indiana – the only town in America that doesn’t have Memorial Day weekend – we have Race Weekend. This doesn’t mean we don’t honor those who gave their lives for our country (in fact, we honor them in more ways than most), it just means that the last weekend in May is when we host “The Greatest Spectacle in Racing” – the Indianapolis 500.

I’m writing this before the race takes place, and you are reading it after it has finished. Regardless of what happens or who wins, there 6 words that I know will be said on Sunday around noon Eastern time – “Ladies and Gentlemen . . . start your engines!” Those words bring chills of excitement to race fans, and I hope after this short article, those same words will be a not-so-subtle reminder to you as a leader.

In the instant after those words are spoken, 33 cars will roar to life and fans will know the race is about to begin. The pace laps can’t take place, the green flag can’t drop, the pit stops can’t happen and a winner can’t be crowned until the engines are started.

Of course, many other steps lead to those 33 cars being in the starting grid, awaiting those words, but nothing else will happen until the engines are started.

We all know that a project can’t be completed until we begin; I want to take you beyond that idea to something you may have never thought about. The idea is stated elegantly by the poet Muriel Rukeyser when she wrote “nourish beginnings.” (I wrote a brief post about this quotation on Friday – you can read it here).

So you want to get started, but how can you do that more successfully and consistently? In other words, how can you “nourish beginnings”? It is a great question. Here are some answers.

How to Start Your Engines

The advice below applies to us as individual contributors and as leaders. My advice is to read the list twice – first as an individual, then as a leader, thinking about how to apply these ideas to those around you.

Reward starting. Things that get rewarded get done. If you want to reward starting, provide incentives for it. Most people think about rewards at the completion of a project or goal, and that is still important, but think about what can be given/received after starting. Make the reward commensurate with the effort, but make it valuable enough to provide the incentive.

Make waiting unacceptable. Often people say they are perfecting their plan and working out all the details. That may be what they are saying, but it is often a façade – a comfortable (and acceptable) way to justify procrastination. If you want people to start, expect that they do. Make starting the standard operating procedure.

Find smaller starts. This is the idea behind the longest journey begins with the smallest step. Find a step that you can do in five minutes. Right now. When you break down the steps like this, all of the rational and irrational reasons for waiting fall away. If you find yourself waiting or not acting, ask yourself: What small step could I take in the next 5 minutes? Think about the biggest goal, change or challenge (they might all be the same thing) you are facing now as a leader. What is the step that you need to take next or right now?

Just start. No analysis. No pressure. No waiting. Start.right.now. Doing that more often will build a habit of starting. Think about building your starting muscles through training. Just start!

When you take these steps not only will you begin more frequently, but you will be nurturing your ability and willingness to start.

If the race car doesn’t start, it can’t win. If you don’t start, neither can you.

The time is now.

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Teleseminars with Kevin
Leadership, Personal & Professional Development

How to Be More Influential

Teleseminars with KevinWould you like others to see your perspective and vision and follow you?

Would you like to create more cohesiveness and less conflict on your team?

Would you like to persuade with success, using proven approaches?

Would you like to be more influential?

If you answered yes to any of these, read on, because I can help.

The keys to greater influence and persuasion for you as a leader and human being are in front of you – the research and experience is done – all you need to do is join me on June 3 at 2 pm ET. In one hour I will help you answer the questions above and much more.

It is rare that I open calls designed and intended for our Remarkable Leadership Learning System Members to the general public – but because this topic is so timely and important, we decided to do just that. You can learn more and register here.

And . . .

When you invest before noon ET on Thursday May 30, I will donate $30 of your registration to the Red Cross to help the people of Oklahoma recover from the devastating tornadoes last week.

One investment, as many people as you want on one phone line learning about an important topic, and a donation sent to help the victims of the tornadoes in Oklahoma – all achieved with a click of the mouse.

I hope you will join me.

By the way, there are at least six persuasion ideas employed in the roughly 200 words you have just read. How many of them to do you recognize and use?

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Leadership, Personal & Professional Development

Want Better Results? Start Here

The importance of getting startedI saw this quotation this morning and it stopped me in my tracks. It is so true – I have seen it in myself, my team, and others over and over. Read these two words, ask the questions, and take action – in other words, take the advice of the quotation itself.

“Nourish beginnings.”
Murial Rukeyser, poet

Questions to Ponder

 – When has “nourishing beginnings” helped me in my life?
 – How can I nourish my beginnings more successfully?
 – What do I need to begin today (now)?

Action Steps

Just one today. . .  You know what is speaking to you now. . . begin it!

My Thoughts

No change can happen without starting. So what do you want to change? You don’t have to know all of the steps, but you can start right now. This could mean picking up the book, making the list, turning down the ice cream, making the call, or whatever it is.  The magic starts with the start.
And . . .
The quotation, while urging us to start (because we already know that works), takes it one step further to encourage us to nurture and improve our ability and willingness to start. The habit of starting is key; the ability to start sooner more willingly and more often, even more valuable.
Stop reading and get started.
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phone
Communication & Interpersonal Skills, Leadership, Personal & Professional Development

Leadership Lessons at 10,000 Feet

phoneIf you have flown anytime in the last several years you have heard some version of this announcement:

At this time, we request that all mobile phones, pagers, radios, and remote controlled toys be turned off for the full duration of the flight, as these items might interfere with the navigational and communication equipment on this aircraft. We request that all other electronic devices including laptops, Game boys, CD players, Mp3 players, tablets, e-readers be turned off until we fly above 10,000 feet. We will notify you when it is safe to use such devices.

More recently there are typically at least two other announcements about turning off phone devices before the doors close, and there is another announcement about turning them off as the plane moves into its final approach for landing.

The message is pretty clear – they don’t want us to have these items on, except above 10,000 feet.

A study released on 5/9/13 by Airline Passenger Experience Association (APEX) found that 99% of flyers carried at least one of these devices with them onboard. Further, and to the point of this post, the study found that,

“Almost one-third (30 percent) of passengers report they have accidentally left a PED turned on during a flight. The study found that when asked to turn off their electronic devices, 59 percent of passengers say they always turn their devices completely off, 21 percent of passengers say they switch their devices to “airplane mode,” and five percent say they sometimes turn their devices completely off. Of those passengers who accidentally left their PED turned on in-flight, 61 percent said the device was a smartphone.” (Emphasis is mine and you can read the full press release on the study here.)

We were told several times, yet nearly a third of us forgot, ignored it, or didn’t really hear it at all.

This is a big, obvious reminder that successful communication requires more than a good script and a clear message. Communication only really occurs when the message is received.

The Lessons for Us as Leaders and Communicators

There may be others, but here are some key reminders this example gave me.

Repetition alone isn’t enough. How many times have you said (out loud or to yourself) “How many times do I have to tell them?” Repetition does help make communication stick, but our experience (and this study) tells us that it isn’t enough. Remember that repetition of important ideas should always be in your communications repertoire – the goal is to give a consistent message without being repetitious.

Attention is hard to get. The next time you fly (or if you don’t fly much ask someone who does), notice how little attention is paid to the flight attendants during all of their announcements. When you see all of the conversations and multi-tasking that is happening as the make their announcements it isn’t hard to believe that 30% of people don’t follow the guidelines. What are you doing to earn the attention of those you are communicating with?

A well prepared message isn’t enough. The script is clear, the instructions are easy to follow. The script has been practiced, and the speaker is confident of the words, yet communication isn’t occurring. How much of that could be said about your last presentation? Prepare, but realize that in the end it is about the audience as much as the message itself.

Engagement is required. The flight attendants efforts are doomed because they haven’t really engaged most people. True communication can’t happen until there is engagement. If you have flown a lot you have perhaps encountered a flight attendant who does the announcements differently – they get the message through and create both attention and engagement with humor or in some other way. I have been on flights where passengers did stop reading to listen – and I’ve even heard chuckles and comments about the messages. While I can’t prove it, I’d bet more smartphones are turned off on those flights. What are you doing to truly engage your audiences, to captivate them and to make them a part of the communication and the message?

There are more lessons you can take from this study, but if you take at least one of these to heart and apply it in your communications, you will be more successful. Put up your tray table, stow your carry on, turn off your phone and think about how these lessons will help you become a better communicator.

photo credit: blakespot via photopin cc

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Effective Executive
Leadership, Personal & Professional Development

The Effective Executive: The Defining Guide to Getting the Right Things Done

By Peter Drucker

Effective ExecutiveHere are two good clues that a book is worth reading.

  1. It has been copyrighted more than once (this book, 1967, 1985, 1996, 2002, and 2006)
  2. It is written by Peter Drucker.

Put that together with the fact that it is written about a topic we all care about – being more productive – and I should be able to stop my recommendation here.

Just go buy the book.

As time goes on I talk to fewer people who have actually read Drucker. If you are one of those people and you care about leadership, this is as good a book to fix that mistake with as any.

The book, while first written in 1967, is incredibly relevant. And even though the examples aren’t new, it is really nice to read examples that aren’t about Apple, Google, or other organizations regularly written about today. Since I really shouldn’t need to say any more to convince you to read this book, I will just share two passages I highlighted this week. Perhaps they will finish convincing you that this book needs to be part of your summer reading.

“But this book itself is not a book on what people at the top do or should do. It is addressed to everyone who, as a knowledge worker, is responsible for actions and decisions which are meant to contribute to the performance capacity of his organization. It is meant for every one of the men I call “executives.”

“To be effective, every knowledge worker, and especially every executive, therefore needs to be able to dispose of time in fairly large chunks. To have drips and drabs of time at his disposal will not be sufficient even if the total is an impressive number of hours.”

This book is a classic, and when you apply the ideas, will make you more effective.

Read this book.

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persuasion starts with your ear
Communication & Interpersonal Skills, Leadership, Personal & Professional Development

The Secret to Persuasion

Today’s quotation is short and to the point. It is completely true and too often forgotten in practice.

persuasion starts with your ear“One of the best ways to persuade others is with your ears – by listening to them.”

– Dean Rusk, U.S. Secretary of State

Questions to Ponder

– What is my first inclination when persuading someone – to talk or listen?

– In my conversations how much of the time am I doing the talking?

– How effective am I as a listener?

Action Steps

1. Think about your next persuasion opportunity.

2. Spend at least half of your preparation time on preparing questions, not statements.

3. Ask a colleague for some feedback on your listening skills.

My Thoughts

There is a lot that could be said about how true this quotation is. I’m going to be brief and give you three reasons why it is so true.

When we listen, we learn their point of view. This is the obvious and direct one. When we know the other person’s perspective and concerns, we can better address our comments to match theirs, and therefore be more persuasive.

Others want to be heard. When we focus on the other person and just let them speak, it changes their feelings about us (and therefore our message).

Listening is acknowledging. When we listen to other people, we are telling them they (and their message) are important. We can acknowledge people without agreeing with their point.  And when they feel acknowledged, they are much more likely to listen to us in return.

 

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The power of habits
Coaching & Developing Others, Leadership, Personal & Professional Development

The Power of Habits

I am often reminded of the power of habits in my personal life, and today I wanted to explore that with you and make some important connections to our role as a leader, why it can be difficult, and how to improve our success.

Two Kinds of Habits

The power of habitsWhile all habits are automatic responses, they fall into two basic types:  considered and not considered. “Considered” habits are probably what you thought about when you read the title of this article – when (or whether) you exercise, what (or when) you read, if you eat dinner with (or without) your family. “Not considered” habits are the millions of other things that are, well, habitual, like – how we respond in certain situations, our gestures, on which side of our mouth we start brushing our teeth, how we greet people on the phone (etc., etc!).

Recognizing that habits, by their nature, are largely subconscious is an important part of this article. More important though, is knowing that any individual habit can become conscious, considered, and therefore changed.

You wake up and your body moves into motion. How you stretch, what you do before you shower, how you soap up, shampoo, and more – all done in habit. And this isn’t just about what happens when you might still be (partly) asleep. A whole myriad of things are done habitually at work too. Let’s take a meeting. Where you sit, how you sit, how you greet people, when, how, and how often you speak, whether you ask question or not (and lots more); all habit.

Habits are Necessary

Overall habits are an exceedingly good thing – without them, we couldn’t survive life as we know it. It might be frightening to think about how much of your life, (conversations and decisions, for example) run on the autopilot of habit. Frightening perhaps, but completely needed. Our subconscious mind is so powerful that it can just take care of all this stuff for us – our relatively feeble conscious mind wouldn’t be able to handle all of the input. The challenge we face is to be aware that all of this habitual stuff is happening  (even if we aren’t aware of it in the moment) and move to our conscious mind those things that are most important to us or may be getting in the way of our potential success.

Habits are at the Heart of our Results

Author Robert Collier wrote, “Success is the sum of small efforts, repeated day in and day out.”  – an accurate statement about habits.  He could have also written, while less inspirational but just as accurately, “Failure is the sum of small efforts, repeated day in and day out.”

Here’s the fact:  habits are at the heart of our results. If you aren’t getting the results you want in any area of life, a big key is to figure out which habits (considered or not) are getting in your way, then adjusting them to create new results.

Moving the change from conscious (a considered habit) – also known as discipline – to subconscious (not considered habits) – effortless – is where the real acceleration will come.

Our Habits Teach Others How to Work With Us

Here is a quick exercise. Think about something that someone does (or people in general do) in response to you that bothers, frustrates, or upsets you.

Then look in the mirror and ask yourself, what am I doing (consciously or not) that is influencing their actions? Something you are doing is informing and allowing or permitting people to respond or work with you in that way. Rather than focusing on changing them, why not focus on what is more in your control anyway; changing yourself (first)?

Coaching is Really About Habits

When we are coaching others, whether to stretch them to higher levels of performance or to provide correction, we are dealing with people’s habits. Everything we’ve talked about so far has been about our personal habits. Yet all of that insight applies to our understanding of the habits of others as well. Perhaps the step you’ve missed in coaching others has been to help them become aware of a not considered habit, because as we have already seen, if we aren’t aware of that automatic habit, it will be very difficult to change.

Habits are Change Reminders

Coaching is, of course, also about change. Once people are aware of their habits, then they can begin to change them.

What has been your personal experience in changing habits? Was it easy or difficult? Since I can safely assume that you likely answered “difficult,” that provides a window into our challenges with change.

The next time you are trying to influence change, whether encouraging someone to turn in their reports on time, explaining the virtues of the new work process, or outlining a big organizational change, remember that part of the influencing effort is about these necessary, often hidden, and powerful things called habits.

Remembering, and using that insight will make you more patient, influential, and successful.

Today’s Remarkable Principle:  Remarkable leaders know that the power of their habits go beyond themselves to everyone they lead.

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leadership compass
Leadership, Personal & Professional Development, Teamwork & Collaboration

The Leadership Principles That Matter Most

leadership compassIt is a bit daunting to write an article with the title I just typed. It reminds me of those questions you get asked during ice breaker exercises or at dinner parties . . . “If you could take only five books to a desert island what would they be?”

I’m not very good at those kinds of questions. The longer I think about them, the more answers I have.

Presuming to list the “leadership principles that matter most” is a bit like that. It is possible someday I would change this short list, and it is entirely possible that you will want to change the list as soon as you finish reading it. While I could, like the book list, make it much longer, that defeats my purpose in writing it.

So why am I writing it?

Because these principles need to be highlighted for us and re-ignited in our work every day.

I need to be reminded and so do you.

The principles that follow are foundational beliefs that, when applied through action, will bring greater results for your teams/organizations and greater satisfaction for you. Each of them point to a wide variety of skills that we can hone and improve, but they themselves aren’t skills.

Leadership isn’t about us – it’s about our team. Someone asked me once how my writing connected with the concept of Servant leadership. I told them it was completely connected, even though I seldom use that phrase. The concept of servant leadership is that as a leader we are to serve those we lead. It really can’t be any other way. This doesn’t mean we simply do what will make people happy or like us – when we truly understand that the leader’s work isn’t about ourselves, we use that perspective to serve the best interests of those we lead over the long term.

  • The best thing you can do for your team is believe in their potential. Without question the best thing we can do for others is to believe in them and their potential. If we don’t see it, we won’t give them our best. Help your team members see themselves as winners – not to make them cocky or over-confident, but so they have the quiet confidence and motivation to become their best selves.

Leadership isn’t about us – it’s about the goal. Leaders exist to move people towards a desired future outcome. We can call it a goal, a mission, a vision or a target – whatever words you use – our job is to take people, teams and results to a place they weren’t before. Whether you want to answer phones faster, make things cheaper, reduce costs or create brand new things, leaders are in the business of improvement and growth. Let me say it again, the best leaders know it isn’t about them (or who gets the credit), it is about the goal.

  • The status quo requires no leadership. Inherent, but unstated in the principle above is that if things were perfect, we wouldn’t need leaders. If we are in the business of improvement and growth, then as leaders we are in the change business, and a large part of our time should be about creating the change that is needed/desired.

Leadership is earned through action. Leadership occurs because of things you do, not because of a position you hold. You may have heard, or read that leadership isn’t granted, it is earned – and that is completely true. You are only leading if people are choosing to follow you. Here is a question to challenge your behavior related to this principle: If you were arrested for being a leader, would there be enough evidence to convict you?

  • Your job title doesn’t really matter. We all know people with the title that aren’t leading, and we all know people who don’t have, nor do they want, the position, yet they are leading all the time. When leaders have the title, they recognize what the title is, and then go about the real work of leading.

Leadership isn’t an individual activity – you can’t do it alone. And yet, leaders act as if they can all the time. They micro-manage. They keep work for themselves. They don’t delegate effectively. They take the credit for the work, effort and ideas of others. You are leading others, so you must engage them – not only can’t you do it alone, but why would you want to? You have a team – engage them!

  • You aren’t in control – leadership is a game of influence. You can’t make your team members do, think, or say anything, they choose. You have control over your thoughts, behaviors, emotions and choices – everything else (which is most everything!) is a matter of influence. You aren’t going it alone, but with others. And others aren’t in your control. The best leaders remember this and act from a place of influence.

I urge you to read these again and reflect on how much you believe them and how often (and successfully) you are applying those beliefs. Doing this introspection could be the most valuable work you ever do as a leader.

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