Deborah is a senior marketing manager for a renowned home care services organization. I have known her and several members of her executive group for more than a decade. Over the past year she has witnessed growing discontent amongst the core leadership team, a dedicated group that pioneered significant initiatives to innovate and grow the business. During their last management meeting, frustrations reached a crescendo when the VP of HR reported on the findings of the previous month’s exit interviews. [Read more…] about The Five Biggest Credibility Killers Leaders Can’t Ignore
Communication
The Value Of Business Relationships: One Constant In A Changing World
“I’m not a people person.” I will never forget hearing those words during a leadership workshop I was facilitating, nor will I forget the newly appointed manager who uttered them. The shocking truth is that according to the extensive Gallup study of 2.5 million manager-led teams in 195 countries, organizations fail to select the right person for the role of manager over 80% of the time.
Imagine the consequences for your employees, customers, and overall business success when a leader lacks critical acumen regarding the value of human-to-human connection. [Read more…] about The Value Of Business Relationships: One Constant In A Changing World
@remaining humble: Remembering the Founder of Email
Last week the world lost a real pioneer; a man who transformed communication and revolutionized the way we do business. Ray Tomlinson, the inventor of email and the creator of the “@” symbol, was described as “humble, kind and generous with his time and talents”. Mr. Tomlinson spent almost 50 years with the same employer, the Raytheon Company (formerly known as BBN Technologies). He worked there until his death. Joyce Kuzman, a Raytheon spokesperson, said of Tomlinson “people just loved to work with him…He was just a really nice, down-to-earth good guy.” Paradoxically, unlike the millions who frequently use his invention today, Mr. Tomlinson was not addicted to email. [Read more…] about @remaining humble: Remembering the Founder of Email
Leadership Lesson: Look for the Good!
“She’s always whining,” “He’s retired on the job”, “Not worth the trouble trying to motivate her”, etc. etc.
When it comes to managing employees who have seemingly tuned out, shut down and stopped contributing, it is easy to understand why leaders and managers become frustrated, abandon hope of a turnaround, and give their attention to the more engaged team members. After all, dwelling on the negative employee is an energy drain, hinders our effectiveness and takes a toll on managing higher priorities.
As leaders, most of us agree that managing difficult people is challenging. The usual default position of leaders who give up on unproductive employees is based on the premise that they are simply too much work. However, can we be certain that our summation is entirely accurate? [Read more…] about Leadership Lesson: Look for the Good!
Are you a Positive Influencer or a Chronic Complainer? Choose wisely.
Earlier this month, I had the pleasure of meeting and working with an association that invited me to speak at their annual conference on the subject of influence. Although their membership is extremely diverse, the common denominator for all their members is the fact that they are in a position to profoundly impact their leaders, clients and co-workers on a daily basis. They were keen to learn more about the art and science of influence, and what struck a chord with me was the fact that they were passionate about making a positive difference in their respective workplaces. [Read more…] about Are you a Positive Influencer or a Chronic Complainer? Choose wisely.
The art of asking questions – Your biggest communication asset
Mark always prided himself as an exceptional negotiator and communicator, yet during a recent performance review with an employee, he was accused of reneging on a promotion offered during a conversation several months prior. Mark recalled the initial discussion, however both parties had a different understanding regarding the timeline for the promotion to take effect. His employee requested that a union representative also attend the performance review and Mark was informed in advance that a grievance would be filed should the matter remain unresolved.
[Read more…] about The art of asking questions – Your biggest communication asset
Three ways to elevate your influence and energize your client relationships
After enduring almost an hour of suffering, the convener finally called the meeting to a close. Attention spans had been stretched to the limit, the opportunity to reach consensus had failed and the client’s frustration levels soared to new heights. If this scenario sounds familiar, you are not alone.
[Read more…] about Three ways to elevate your influence and energize your client relationships
Three strategies to respond positively to negative feedback
“You can catch more flies with honey than vinegar”…Anon
If you have ever been at the receiving end of criticism, either from a co-worker or manager, it is likely you have found yourself struggling to respond positively…or worse, have defaulted to apologizing when you have done nothing wrong. Even if the criticism is warranted or offered inappropriately, you cannot control the other person’s intention, words or delivery. What you can do is respond in a positive fashion while maintaining respect…for yourself and the bearer of disparaging comments. Whether the feedback pertains to your work, your relationship or a specific situation that transpired between both parties, your goal is to rise above the negativity and respond, rather than react. [Read more…] about Three strategies to respond positively to negative feedback
How to tell people at work what you really think of them
Act One Scene One: Learning a brand new way of implementing: “Don’t get mad, get even.”
During a recent training session regarding workplace relationships, I asked attendees to think of a time when a co-worker, client or manager’s words left them absolutely speechless. Shock waves filled the room as participants willingly shared their stories. One example in particular threw everyone for a loop. As one of the attendees revealed the details of an encounter with a VP, the workshop discussion quickly heated up as people chimed in with their best comebacks. The collective “you have got to be kidding” sentiment made me think about the importance of knowing how to respond professionally to a disparaging remark in order to keep one’s credibility and composure, as well managing as the ramifications of unpleasant business interactions spiralling out of control.
What were the words that left everyone aghast? [Read more…] about How to tell people at work what you really think of them
Drama in the workplace: Are you ready and willing to end it now?
Understanding and managing drama in the workplace is a concern shared by leaders and individuals alike. Not only is it emotionally draining, the cost and consequences cannot be understated. In fact, one of the key reasons for soaring levels of workplace disengagement links directly to the existence of dysfunctional workplace relationships.
Drama occurs because we are emotional beings. We have a desire for self-expression and unfortunately, due to stress and overwhelm, we all have the capacity to display the worst version of ourselves from time to time. However, some of our colleagues and managers not only HAVE problems, they ARE problems. And many of them don’t realize the effect of their theatrics and emotional outbursts because they are operating in a state of oblivion…constantly reacting to workplace pressures, personality triggers or stressors that are occurring in their personal and professional lives, with little awareness of the impact of such behaviours on a larger scale.
The big questions that demands answers are these: Why does drama persist and why does it escalate? Here are five explanations:
1. At a very basic level, many people actual enjoy the show…either as a participant or a spectator. After all, life would be pretty dull and work would be very boring if there were no drama; nothing to gossip about? Let’s be honest, many of us willingly contribute to the juiciness of a good story by partaking in the gossip in the first place, even if we don’t spread it ourselves.
2. Drama also manifests on a regular basis because accountability isn’t taught or understood. It is often easier to blame others and share in the misery rather than accept responsibility, even if we do not know all the facts. Pointing the finger in the other direction requires very little effort.
3. Leaders don’t want to, or don’t know how to deal with it. This is one of the most common workplace demotivators. Sadly, a lack of action builds resentment amongst those who desperately want their leadership to deal with these people issues. As a result, those who once felt engaged and happy will slowly but surely find that the dysfunctional atmosphere taking a toll on their level of performance and satisfaction.
4. Organizations may invest in core technical skills or training, however the interpersonal skills that are essential when it comes to managing drama and conflict are lacking. Practicing outstanding communication skills in the face of such challenges can make the world of difference, not only to one’s peace of mind, but to the organization’s bottom line. When people feel disengaged and disconnected, when they do not feel inclined to express their concerns, absenteeism increases, turnover escalates and business declines as a result.
5. High morale is a low priority. At all levels, everyone feels the increasing pressure of managing their daily workload. As a result, paying attention to the human element slowly becomes neglected. Yet, this is precisely the issue that necessitates the greatest consideration. In addition, it is fascinating to note this is the one area that is within an organization’s control: the atmosphere within its own walls.
Based in Vancouver, Canada, Michelle Ray is a leadership expert who helps individuals and organizations succeed and take the lead. Her keynote presentation and workshop: No More Drama! How to Build High Engagement, High Morale and a Happier Workplace will be offered as a one-hour, complimentary webinar on June 27.
