60 seconds to improving your image

Improving your image immediately - who wouldn't want that? People say nice things about you. You have the ability to call in favors and are certain to get what you need. Tough conversations are a thing of the past. People seek out your counsel and assistance. You feel good about yourself and so do others. The world will do as you command….

I'm over-selling the idea as part of my promise to “color the world” today - more on that later - by emphasizing the idea that with small changes, big results can occur. Here's how to change your image:

Do what you say you are going to do. Every time.

That's it. What's more - it is everything. Broken agreements - or failing to honor commitments - are the causes of most problems faced in business and in life. Whether it is a failure to correctly estimate shipping time for a product sorely needed by a client, or telling your wife you would be on time for dinner, and were not, precedents are set by our ability to match action to words and speak to our integrity. Integrity is fragile; taking many good acts to build but only a single bad one to cause damage.

Are you a person of integrity? Do you keep your word?

Actions speak louder than words.
At the end of every year, the staff and I develop goals for the upcoming year. For my home life, I review my personal goals during the December holiday break. It's a good time to get re-acquainted with where you said you wanted to be, and where you actually ended up. More rightly you can assess whether you kept your word to the company and yourself. At this late stage in the year you've hopefully have stacked up a pile of accomplishments and not a list of well-intentioned-things-not-yet-completed. After all, when it comes to reviews, it's not what you wanted to do that counts - it's the measurable results that matter. Fall on your sword, show the boss this article, and promise her you have seen the light and are changing your ways. However, if in the future you find yourself behind the proverbial eight-ball, rather than stressing a repeat performance of the sword play, I offer a simple solution. Stuff happens.

Stuff happens
One of the best things about life is that it is unpredictable. One of the worst things in life may be that it is unpredictable. And while random chaos may be a bit daunting, I've got you covered: planning and communication. If resources are required, they will be scheduled. If projects can be scheduled, they can be rescheduled. If agreements can be made, they can be amended. It all comes down to setting expectations and then keeping up with the details, informing everyone when things change.

Waiting until the last minute before asking for an extension demonstrates a lack of control. Gleefully nodding as a client adds more and more requirements to the project without a subsequent discussion of delivery dates is poor judgment and poor service. I'm not suggesting that these discussions will be easy, they are often not, but nonetheless they must be had to ensure expectations are set and your reputation remains intact. Just remember, whenever status changes, you need to communicate this to others and ensure everyone knows.

Coloring your world
Today started out as a cold and gray Fall morning. The kind of day where you might not want to get up, at least that's how it began for me. As my wife left for work, I decided that for both of us, we could use a positive pick-me-up. So, I decided to update my status - both literally and figuratively - to, “gray days make me wanna color your world. Heck, I'll even use Pantones®!” I've noticed a trend lately where folks dread Mondays, love Fridays and generally miss everything in between. And there's a lot of good stuff in there. So what do you say, constant reader, think I should write a piece on positivity? I can promise it won't be cloyingly sweet and it will make you think. Drop a line and let me know.

On Being Prepared

Centuries ago, in the time before electricity, the internet and siren’s song of American Idol, I was a Boy Scout. Or rather, I am an Eagle Scout. During these formative years that I, like many, were inoculated with the Scout oath, laws and the mental tattoo, “Be Prepared.” I went on to work with scouts during the summer, teaching Emergency Preparedness and survival skills.

And so, with what sometimes feels like a fanatical zeal, I plan contingencies. For everything. “What if there is traffic on this route? What if the client asks us to deliver early? What if my top performer decides to leave? Then what?”

In business the impact of the unknown “what if” question could be small, with no effect, or there could be significant consequences. Losses can be quantified financially, in terms of productivity, or perhaps damaged personal prestige.

Here’s the idea, if someone walked in from the gas company announcing a gas leak with the threat of explosion, what would you do? What if the problem can’t be resolved for three days? Could you work somewhere else? Are the tools, files, or resources you need easily relocated, or will you be up a creek? How would staff be notified? Could you still make money during this time?

You can’t plan for everything, but if you follow the guide below, you can prepare for many of the curve balls thrown your way.

1. Define critical systems. What are the essential tools for your business? Computers? A kitchen? Telephones? Transportation? Make a bare-bones list of the minimum number of things needed to successfully operate. Notice I didn’t say easily or comfortably – because we want to be ready for the worst of it. Start your planning there and anything above this line will seem easy.
2. Prioritize. Now that you have the list of essentials, list the in order of importance. At a large financial firm I worked with recently, it was critical to have customer data online all the time – even in the event of an emergency. Marketing data, such as their website or files for printed materials, could wait as long as 72 hours.
3. Document. Put your plan in writing including contact names and numbers, addresses of offsite resources or suppliers that will be able to help when things go wrong. If your plan relies on moving supplies or backing up data, make sure your plan includes who will be accountable for this task and how often they will do it. There's nothing worse than executing a contingency plan only to find that when you need it most, it's incomplete or missing altogether!
4. Keep a copy offsite. Copies of the emergency plan should be in the hands of key personnel both at work and at their homes. If anything happens in the middle of the night you could be shut out of your location and unable to reach the plan. Having offsite copies ensure that key people can get in contact and begin to activate the plan to get the business back up and running.
5. Test the plan. Don’t wait for something to happen! In conjunction with senior management test your plan at least once a year. Dream up different scenarios that designed to test critical parts of your plan to ensure that, should something happen, all of the resources needed to keep your business operating are available.

I wish you luck developing an Emergency Response Plan. If you have questions, or thoughts you’d like to share – not only do I appreciate the feedback, but it will help me with my merit badge!

There’s a difference between hiring people and recruiting talent.

When hiring people, you may be looking to fill the role, perhaps without requiring the all of the skills necessary to perform fully and effectively. You are just looking for a warm body to do a limited number or tasks. For a variety of work situations this may be acceptable, as long as the candidate has customer service skills and modicum of likability.

Recruiting talent is, for all purposes, relationship building. As much as the candidate is striving to be hired, the company must extend itself as well to attract the best possible candidates. Establishing an open atmosphere of mutual interest, respect, and gain ensures that each party will be rewarded from the pairing. For the company, it is the candidates skills, polish, and drive that signal they can provide results, value, and innovation needed. For the seeker it provides the security, sense of place, and belonging needed to approach the position with a clear mind and an energetic spirit necessary to give their best effort.

Hiring a new employee is a big investment, and potentially a risky one as well. This is made more difficult when an industry is growing, and becomes highly competitive with each of the largest players seeking to achieve a dominant position in the market. With many good companies vying for a limited number of exceptional people, it is crucial to make the right choice.

My question to you is are you hiring someone, or recruiting talent?

7 Ways to Energize Employees

Times are tough and there is no room for gloom, so what can you do to keep your staff energized and productive? My first response is, please don’t tell them they are lucky to have a job! Nothing is as demoralizing, alienating, and just plain unfeeling as having the boss not care. Ok, maybe that’s a bit of a hard sell, so let’s agree that it’s sucky and move on.

I drew up a list of things that have worked for me time and again – in up markets and down. These tactics dont' seek to buy favor, won’t cost very much, and really build relationships that produce tangible results for everyone. You might notice many of these items require personalizing the experience to the individual – that’s on purpose. I’m not a fan on one-size-fits-all managing, because it never works. People are unique and should be recognized and treated as such. Do the work, trust me, it will pay dividends.

Provide Structure

For many, the quickest way to get them cranked up about their job is to clearly define it. What are the expectations? How will accomplishments be measured? What defines a positive result? Documenting and sharing these answers will provide certainty, security, and allow business to continue smoothly when things get bumpy.

Thank them. Personally.

People like getting thanked for going the extra mile. I don’t usually thank people for doing their job, because it’s their job, and it sets a bad precedent since they are getting paid to do it. Strong leaders get the heck out of the way and let people do their thing, but they make sure to step in and say thanks when the situation calls for it.

Recognize people the way they like to be recognized

I once worked at a place where every month at the big department meeting managers would put up someone from their team to be “recognized.” As their names were called, these people were made to stand up. Usually they were being thanked for doing their job, which we covered in the first bullet, and managers thought they had done a good thing. People hated it. Many did not like being praised in public for doing their job. They thought it was stupid. I use note cards to thank people. Most like it because they know I actually went out, bought stationary, and took the time to detail why I was appreciative and what the benefit of their action was. Many have kept them, hanging them in their cubicles as a sort of collection. How did I decide on note cards? I asked.

Do something unusual

Ok, so I didn’t tell the whole story above. When I first asked the recognition question, the response was, “Show me the money!” It’s always, “Show me the money!” which makes it one of the hardest conversations to have. Money as recognition is just bad. It’s a short term fix that sets up all the wrong precedents. Money is for salaries, or bonuses, not recognition. If you aren’t comfortable having this kind of conversation try this instead, invent something unusual. It gets noticed and, believe me, the more creative it is the more personal it feels. Here’s what this looks like: To help fight the winter blues, I once held a celebration in February for Waitangi Day. It wasn’t much, just a cake and some drinks supplied at lunchtime along with a few printouts of what Waitangi Day is all about. It broke the monotony of winter and gave the team something to talk about.

Introduce them around

Although I said money-as-recognition is not recommended, there is another kind of currency that you can tap – social currency. People like to know they are going places in the company, but it feels even better when someone else sees it too. Taking the opportunity to introduce staff to others in the organization – whether its to others in a higher position or another area of interest to your employee – indicates that you are aware of this persons value and are willing to cultivate it through helping them build relationships.

Time for training

This one pays for itself. Allow folks the time to get training, and not only will they appreciate the experience, but the group benefits from their new skills as well.

Challenge them with “The Impossible Task”

A longtime favorite of mine, the impossible task is an idea that will significantly improve the business. I say “idea” and not “project” since it should really be a radical game-changing idea, just outside the bounds of possibility. When President Kennedy announced on May 25, 1961 that we would land a man on the moon by the end of the decade, much of the science, materials, and technology to make this happen didn’t exist. It was an impossible task. By marshalling resources and applying focus, America was able to land on the moon in 1969. The impossible task allows employees to have ownership over a common goal that gives purpose and provides focus. And, it is that energy that allows for quantum leaps in business.

What are some of the ways in which you energize your employees?

Rise of the Corporate Blog

I’ve been watching with some interest the growing number of small companies investing time and effort into developing a corporate blog. And, while many seem to have gotten right, a greater number are in need of help. Here are a few solutions to the most common ways these blogs have missed the mark.

Understand the role of the Business Blog
When the blog is linked to the firm, the blog should promote the collective smarts of the firm and it's ability to synthesize new trends and information into a compelling service to me, the humble reader. It is free information given to the reader to engender trust, interest and promote your expertise. It is not a place to practice your comedy routine.

Get yourself an Editor in Chief
The role of an editor in chief is:
• Making article selections
• Final-editing of all accepted articles and requesting final approval from authors (if needed)
• Setting and enforcing deadlines

Without an EiC, no one is checking either the content or the quality, both of which can affect your business.

Now, edit!
People won't spend a lot of time on your blog if there's too much to consume - blogs are information fast food. Half the challenge in writing is having the same content & impact in half the words. Strive for concise & effective statements.

No working “blue”, no pissing people off
As I mentioned, the company blog is not the place to try and be witty - sometimes people don't get the joke. Just as important, steer clear of profrane or polarizing statements. Use the medium to promote your authority, not alienate people by talking about your love life, binge-drinking, political leanings, or frenemies.

Avoid the trio of boring
Plodding, down-speaking, and lack of authority are all blog killers.

Some things don't translate well when written i.e., "In case you haven't heard..." or "I don't know about you..." can be construed as condescending and off-putting to readers. Articles should entertain & inform, but not assume - for reasons documented in the seminal treatise, ASS|U|ME.

Continuing with the "collective smarts" premise, the style should indeed be one of authority. It's apparent that a blog is comprised of folks thoughts, so it's not needed to say it. Stopping short of committing to an opinion is another great sin. That's what readers are hungriest for. We want to know what the authors think and why - so we can sell our ideas by using your information as a credible source.

(Wrong) Turn of Phrase
Use of idioms - or turns of phrase - are colorful additions to story telling but I recommend not using them. For those whose first language is not English, idioms can cause confusion. For the rest of us, we appreciate editing, and sometimes the idiom you thought you knew comes out wrong and you end up looking stupid. It's safest just to steer clear.

Clear & simple is the most effective way to communicate ideas, expertise, and interest.

How to have a conflict.

Every once in a while we find ourselves in a situation that escalates into an argument - or worse - full on conflict. The place where, "fight or flight" kicks in. You can turn tail and run, or, dig your heels in, ball up your fists, and go for broke. I suppose there's a third option - the possum solution - go quiet and hope it blows away.

Most folks I know usually have one method and that becomes their go-to strategy. This weakens them not only in conflict, but in negotiations and personal affairs. Knowing the strategies can help you decide how you wish to engage with them and how to achieve an outcome that let's everyone involved feel like a winner.


7 Responses to Conflict
What follows are the seven strategies I have seen people use. I've ordered them from most to least toxic and have added strategies to overcome them, where appropriate.

Bully
This person is a freight train, pushing their one-sided ideas by any means necessary. They often leave a trail of pain, hurt, intimidation or humiliation in their wake. There is no attempt at seeking to understand or even hear any other points - it's their way or the highway.

Solution: I have found most bullies operate from a place of fear. Ask open-ended questions about their position to get to the root of their concerns and work to address them in the context of your ideas. In this regard, I have often been a fan of the Socratic method of asking questions that will direct their responses toward the solution that I favor. While this can be time consuming - making small moves to prod the towards the solution - it is often the best method for breaking through the one-sided resistance toward a mutually agreeable solution.

Duck!
There's nothing to this response - there is none. Effort is made to avoid the situation. Ducking phone calls, not showing up too meetings, being emotionally distant are all signs of this type of behavior. Not being present means no resolution can be achieved.

Solution: Persistence. Only when the person feels their ideas are valuable will they come out of their shell. Remaining open and willing to hear them out is often the only recourse. That said, it's still no guarantee they will wish to work with you, but you must try!

Cover!
This response presents itself as giving in, to let the other party win. This is a dangerous one, since it usually means the person is bitter inside and may seek retribution at a later time.

Solution: An awareness of your audience and an overt willingness to listen is the best preparation you can make in this case. Being open in your communication style and immediately addressing any repercussions will, over time, let them know you are aware of their method and you are working hard to come together to find common ground.

Passive-Aggressive
The duality of this message often leads to trouble, rather than being honest about their feelings. Many times the person will appear to agree though there is usually a contingency involved, and this may not be spoken. It might sound something like, "I agreed to work late on Monday to get the Filbert project out, but I assumed that meant I could come in late on Tuesday." Tuesday was never mentioned or agreed upon, and when that person wasn't available it caused issues.

Solution: Be specific. Make sure that all details are covered and address any contingencies that may be introduced by asking the person to detail what their perception of the outcome will be.

Compromise
A good compromise is a balance between each parties position. While both may gain, it is also expected that each will give-in on particular points in order to maintain the relationship. It's helpful in that both feel heard and have not given up on the important points that they want.

Solution: Remaining flexible and including other points of view will ease the way to making concessions.

Problem Solve Together
This method throws requires that individuals give up on the specific way to achieve a goal and instead partner with one another to figure out a new solution to achieve the outcome each participant desires.

Solution: Determine what's important, then wear each others shoes. Focusing on the desired outcome - from the perspective of the other person - really helps when thinking of solutions. You know what you want, incorporate the new knowledge into your thinking and you will benefit everyone.

Change your mind*
Not every situation can end with everyone getting what they want. Sometimes, you can change what it is that you want. After the facts are presented, changing your mind to what the other party wants because it is now what you want - because honoring their wishes is what you want to do. This might sound like giving in, but it's actually the opposite. Supporting the other person pleases you, because you know it will make the other party happy.

* The important thing to remember with this tactic - is that you can't save these up like bargaining chips for a later time. You give in freely because this is the person you want to be. Otherwise, it's just a Cover! move.

Negotiating is one of the best things I have the pleasure of doing. Knowing the different techniques people employ have allowed me to uncover details, feelings or motives that have lead to stronger solutions and better outcomes. I wish you the same successes - please let me know how it works for you.

Should employees be friends?

Too many leaders confuse their staff for friends. Maybe it’s the long hours in close quarters, but an employee shouldn’t be a friend, nor should they see the boss as a pal. Confusing this dynamic causes all sorts of problems – questions about loyalty and favoritism – and the need to be treated as a friend. Friends on the job forever need to be cut a break, to take time off, to come in late, a new assignment, and a myriad of other considerations that it is not often possible to grant. By contrast, friends at home never seem to ask for such consideration, which, I suppose, is why I tend to keep them at home.

This isn't to say you shouldn't be friendly toward employees - everyone deserves fairness, dignity, and respect.

How do you deal with your work relationships?