Here is a quick video about how we should engage and empower our team. It does make a difference!
My interactions this morning with 2 young men that made my day.
I am reading John Maxwell’s book, Everyone Communicates, Few Connect. I highly recommend this book! As you may remember, I strive to read 10 pages each day which allows me to read most books in a month or less. This is book #6 for me since January 1 – yes, I sometimes read more than 10 pages per day! This is one of those books.
In today’s reading, John writes about connecting with others goes beyond the words we use. I particularly like the section he entitles “What People Feel – Connecting Emotionally”. I suppose this struck home with me because I need work in this area. Here are some points that I want to share that are making me think and act differently:
- “The colossal misunderstanding of our time is the assumption that insight will work with people who are unmotivated to change….People can only hear you when they are moving toward you, and they are not likely to when your words are pursuing them. Even the choicest words lose their power when they are used to overpower.” (Rabbi Edwin H. Friedman)
- “The exact words that you use are far less important than the energy, intensity, and conviction with which you use them.” (Jules Rose)
- Effective communicators “pay attention to other people, and they desire to add value to them.”
- Do you want to improve you communication skills in one-on-one, group, and audience settings? “You need to be positive, believe in yourself, and focus on others.”
These are just a few of the tidbits found in this great book. If you are looking for books to read in 2018, add this one to your list!
I have been reading the new book, The CEO Next Door, by Elena L. Botelho and Kim R. Powell. In today’s reading, I came across the phrase “become of detective.” The context of this speaks of when a leader is trying connect with their team, stakeholders, board members, customers, etc. Becoming a detective means to work to truly understand the other person’s perspective so great decisions can be made and meaningful directions can be set and navigated.
So what do the authors state as the key elements of becoming a detective?
- Ask questions. Become curious. Asking versus telling will help you learn so much more about the other person’s values, needs, wants, concerns, etc.
- Engage intellectually. No simple patronizing nods. Ask more probing questions. Follow up. Follow through.
- Listen. Engaging intellectually means you are actively listening and asking great questions based upon what you have heard. Listening communicates to the other person you are investing in them – right now.
- Gather information to understand. Don’t make decisions in a vacuum. Your actions of asking/listening are the vital part of your information gathering. And all of that should lead to better understanding the situation.
- Harness what matters to them. Nothing frustrates customers/team members more as when a leader appears to have listened and then acts in a way that seems to ignore all of the previous interactions. If you truly want to connect with your customers/team members, harness what matters to them based upon your interactions with them.
I shared some of these thoughts with someone just a moment again via email. I thought I would share this with you.
Are you the CEO, VP, Director, Manager, etc. on your team? If so, your team needs something from you. If you are in a team meeting, departmental meeting or all-company affair, don’t discount your impact in those moments.
I’m sure you know this is a plumb bob. It is used to insure accuracy in construction. A carpenter’s eye can deceive him. But a plumb bob cannot be “off”. The weight and gravity work in accordance with laws of physics. The plumb bob always shows what is in line/accurate.
Your team does not intend to ever “get off” the line (expectations) in their daily work. But it happens. Life events push in on them. Relationships in the office can become strained. We all can have bad days. Sometimes, a customer can be a jerk.
Our teams get off-kilter.
When you have your time in front of your team, it is a perfect time to help them re-calibrate. To hear and see the vision again. This is their plumb bob. And you get to hold the string.
You believe in your company’s vision/mission. Like it or not, your team looks to you at these key events to hold the string, remind them of their “calling”, spray a little Windex on the vision, and point all of your team’s ships in the same direction.
Be great at this.
That’s what your team needs from you. To be your best self. Your team all loves that, wants that, and needs that.
If you are in business, you deal with customers all the time. You want to provide a great customer experience, I know it! And your customers want a great experience as well.
But it doesn’t happen automatically.
Providing a great experience for our customers must be done intentionally. I created the following to help my team understand how they can deliver a great experience with our customers (we call them members at credit unions). Does this make sense in your business environment? Comment below. We all would love to read your insights.