Michelle Ray

Business and Leadership Keynote Speaker

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Leadership

Eight steps to communicating Change

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Using Caring Communication when dealing with Change:  

During the past few months, a trend has emerged regarding the information clients are requesting that I cover during my presentations and workshops. Almost always, the topics of workplace communication and managing change come up during the pre-event conference calls. Therefore, it is no surprise that these two subjects are inexorably linked. We cannot effectively manage change without communication and if we don’t communicate effectively, we experience frustration and resistance to change. There are a myriad of change realities that organizations and individuals are trying to grasp.  How do you confidently communicate change? For organizations, the biggest concerns relate to greater transparency, compliance, accountability, cut-backs and budget constraints. How do organizations communicate these issues without inciting fear and negativity? Unfortunately, blunders occur because change is communicated hurriedly; without careful consideration, thought or care.

At the heart of it all is that people and organizations as a whole are trying to achieve one thing: Buy-in. The question is: “how do I get people to buy into the change process?”  The most important and often neglected fact is that the responsibility for any communication always lies with the SENDER. It does not matter whether communication is face-to-face, email or telephone. It is not the receiver’s job to try and decipher meaning. The sender needs to be clear and adapt the delivery of their message based on the receiver’s preference and style. In order to masterfully communicate change, as the sender and initiator of the communication, the key is in knowing how to deliver the news with sensitivity. The old adage “before I care how much you know, I need to know how much you care” must be recognized in the sequence of communicating change. Emotions first. Logic second.  Here are the steps, in order:

  1. Recognize that change is an emotional experience
  2. Address the receiver’s fears
  3. Tell the recipient/s how the change will benefit THEM
  4. Show them at least one greater benefit of the change that makes sense to them, versus the maintaining the status quo
  5. Ask for input and actively listen to responses
  6. Tell the recipient/s how the change will benefit the organization
  7. Involve the recipient/s in the change process
  8. Celebrate the accomplishment of moving through the change as a team

If you follow these eight steps, plan your delivery and sincerely take the time to think about how the receiver will interpret your news regarding change, the likelihood of a negative reaction will be significantly diminished. Remember, you have already established a reputation based on your current repertoire of communication skills. When you alter your style, people are often suspicious and may doubt your new approach. It takes time to build credibility as a great communicator.

Photo: Time For Change by Salvatore Vuono

Are you being sucked into the vortex of negativity?

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The degree to which we allow ourselves to be influenced by others cannot be understated. By “others” we may consider the mass media as well as individuals in our personal and professional circle. We rely on mass media to obtain information in order to stay abreast of local, national and global news, to educate ourselves regarding purchasing decisions of every description. We gain trust and establish loyalty patterns with a particular media source and view the source as credible and reputable. Yet, due to a series of mergers and acquisitions over the past fifty years, ninety five percent of information sources are now owned by only five companies. The impact of their influence on business and society as a whole is profound. They shape our culture and value systems; therefore it is no surprise that there is push-back when it comes to challenging the status quo or even more interestingly, we have more difficulty discerning our core truth. What do we truly believe to be true?

How do we extricate ourselves from the power of their influence? When we read about the down economy, “the great recession” we believe this to be the universal truth. We see the statistics, we hear the news broadcasts, we read the tweets, the blogs, books…the negative headlines are all-consuming. When enough people tell us that “things are really bad…they couldn’t get any worse”,   the negative message continues to be reinforced.

 Therefore, it is not a surprise that the process of discerning your own reality becomes even more difficult. Ask yourself: “What is my truth”?  Dig deep to find your own interpretation of what rings true for you. Are you holding yourself back from taking a risk that would completely re-energize and reinvigorate you; whether it is a new career, or starting a business that is your true passion? Identify the emotion that is standing in your way.  Do you associate with negative people? What can you personally do to overcome these obstacles? When your desire to create change is greater than your desire to repeat the same pattern that continues to yield the same result, you will then be ready to let go and respond differently to the negative influencers.

Sixty Seconds On-line: The new imperative for every business

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Life is just a minute. Only sixty seconds in it. Forced upon me, can’t refuse it, Didn’t seek it, didn’t choose it. But it’s up to me to use it. I must suffer if I lose it. Give account if I abuse it. Just a tiny little minute. But an eternity is in it! -Dr. Benjamin Mays

When I came across this amusing and interesting infographic that illustrates what happens every minute on the internet, it made me think of Alvin Toffler’s book, Future Shock,(1970), where he popularized the term “information overload”. Could anyone have imagined then how profoundly the world would change? Consider the enormous amount of information and dialogue happening on-line today. For example, every sixty seconds there are: 100+ new LinkedIn accounts, over 98,000 tweets, 1500 blog posts—the list goes on.

From a business perspective, consider what are you contributing to the social media conversation. The new imperative for us all is to keep up and connect. How are you linked in with this enormous amount of knowledge? Do you know your customers’ social media preferences and are you communicating with them based on their preferences, rather than your own? From a personal leadership perspective, how are you standing out in this ever-expanding crowd? Are you ensuring that you’re not intimidated by this vast global network, but are instead benefiting?

Where is your head? It matters more than your skill set!

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Paul G. Stoltz, Ph.D. has written a fascinating article in Psychology Today, entitled: “Six Ways Mindset Helps You Win at Work.” Thousands of employers in numerous industries and countries were asked if they would prefer to hire a candidate with “perfect skills and qualifications” or one with a mindset that fit the job and company. Almost unanimously—98 per cent—they chose the candidate with the right mindset. The companies further believed that they could predict the mindset of people they would want to hire within the next decade (96 per cent) and thought it far more likely that new hires would develop necessary skills rather than an appropriate mindset (97 per cent). People with the right mindset were chosen as more likely to receive a pay raise or promotion. Perhaps most incredibly, when asked how many ‘regular’ employees they’d trade for a person with the right attitude, the average response was 7.2.

Dr. Stoltz’ findings show that a positive attitude and a demonstrated positive mindset—one which shows “openness and connectivity,” “integrity and kindness,” “resilience, tenacity and intensity”—are a far more valuable attribute than any other, whether looking for a new job, a pay raise or a corner office. The right attitude makes any employee as valuable as seven of his or her peers in the eyes of coworkers and managers.

In recent years, we have witnessed a proliferation in the number of “happiness” books and surveys. It makes sense that most of us see this as the optimal way to live life and look for resources that help us to achieve this state of being.  In fact, the quest to measure happiness has gone global. In 2008, the World Values Survey found that freedom of choice, gender equality, and increased tolerance are responsible for a considerable rise in overall world happiness.

In her book “Happiness at Work…Maximizing your Psychological Capital for Success” Jessica Pryce-Jones says that “the starting point of happiness at work is that it is self-initiated.” This supports my argument that practicing personal leadership; taking charge of our thoughts and actions, is a choice that is always available to anyone who is ready and willing to lead themselves.

Try this quick quiz (answer “yes” or “no”) to see if you are in the right headspace at work:

  1. I speak well of my colleagues in their presence as well as their absence
  2. I express any concerns regarding people and processes in a positive manner
  3. I give the same level of service internally as I do with my external clients
  4. I am aware of my non-verbal communication
  5. I think before I speak; most of the time
  6. If there are misunderstandings, I am able to let them go rather than ruminating
  7. I think of my work in “big picture” terms, rather than routine or mundane
  8. I recognize positive consequences of honing my listening abilities
  9. I am conscious of my mood and how it impacts others
  10.  When I attempt doing something that takes me outside of my comfort zone, I consider the “best case” rather than “worst case” outcome.

Scoring

 7 – 10 “yes” responses

You understand that your mindset contributes to the overall atmosphere. When you put your best foot forward, you realize that your actions create synergy. You can “rise above” the differences and maintain a positive outlook.

 4 – 6 “yes” responses

You are conscious of your thoughts, however you often feel powerless over them. Although you recognize that changing your outlook and responses could be liberating, you find that concentrating on the positive takes more effort

 3 or less “yes” responses

Focusing on the “negative” is habitual and your self-perception is limiting your opportunities; professionally and personally. The willingness to view people and situations through a different lens isn’t a priority. You may be at “burnout” and need more than a vacation or a job-change to get out of your own head.

Lessons in Leadership, Business and Team Spirit: The Vancouver Canucks 2011 Stanley Cup Run

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I immigrated to Canada from Australia during the Stanley Cup playoffs in 1994. Although I had already experienced some exposure to Canada’s passion for the game of hockey, nothing compared to the reaction of Vancouverites cheering on their beloved Canucks’ magical run during the post-season.  In Vancouver, many of us remember the heartbreak of that Game 7 loss to the New York Rangers.  Seventeen years later, it is on again…only this time, the expectations of the team going all the way existed right from the start of the season.

What is it about this team that sends an entire city into a complete frenzy? How has it come to pass that over 100,000 people have watched the game on big outdoor screens downtown? Over half the population of the province has been watching the playoffs!  Millions of us are dreaming about the moment when Henrik Sedin will finally hoist that cup over his head. Imagine what will happen here if the Stanley Cup comes to Vancouver for the first time.

How has this excitement been generated? Looking at the Canucks season and playoff run from a leadership and team spirit perspective, there is a lot one can say about how they have been managed, motivated and inspired to succeed. Here are some perspectives on the Canuck’s success principles that have direct applicability to business and the workplace:

1.       Great leadership

General Manager Mike Gillis took some risky, unpopular decisions when he joined the organization in 2008. One can argue that no matter what the outcome of this series may be, the parallels for business leaders are as follows:

*      Building a team with depth while recognizing the unique strength of individuals; combining to create a phenomenal powerhouse of an organization from the inside out

*      The hiring and firing of key players and personnel

*      Significant, strategic acquisitions of talent over the long-haul

*      Untiring support for his coach and management teem

*      Above all, confidence in his own judgement. He trusts his gut-feelings.

 Lessons: Surround yourself with great people who possess talents and strengths that are different to yours. Believe in yourself and your decisions as a leader and this will resonate throughout your entire organization.

 2.       Resources and support

 No stone has been left unturned by management in terms of providing the support to the front line to excel, i.e. the players have access to an array of personnel as well as resources to ensure that they can perform at their best. 

Lessons:  Give your team the tools they require to succeed and understand their individual personalities and needs. While it remains true that the whole is always greater than the sum of its parts, recognize that the motivators for each individual differ.

 3.       Creating a sense of community

 “Canucks Nation” is at fever-pitch, even during the off-season. The Canucks are a community on and off the ice.  The players’ and the organizations’ dedication to causes such as the Canucks Place Children’s Hospice are an outstanding example of making a difference outside of their workplace. 

Lessons: People thrive when they feel they are part of something bigger than themselves. By channelling altruistic energy into a meaningful cause, team spirit comes alive and productivity thrives.

 4.       Rising above obstacles outside of one’s control

Politics is part of business. Much has been written about the refereeing, “conspiracy” theories and the politics of the NHL.  At critical times facing intense pressure, the team has remained focussed on the “big picture” and management have not bought into these distractions.

 Lessons: Choose not to buy into morale-busters such as negativity and gossip. Cultivate a positive mindset and recognize that unfortunately there are naysayers who will try and sabotage your success. In Australia this is known as the “tall-poppy syndrome” (when others will try to cut you down to boost their own low self-esteem).

 5.       Commitment to the goal

The ultimate reason for success this season is the fact that the team and the organization have kept their eye on the prize. Everyone is acutely aware of the stakes and shared the responsibility for successes and mistakes. Their allegiance to one another and their unwavering belief is a key ingredient for winning; they have done so one game at a time for a total of 106 games to date.

Lessons:  Goals are easier to achieve when they are broken into manageable pieces. When the entire team shares the same conviction and remain clear about the ultimate objective, everyone wins.  

Summary:

 As a leader, if you and your organization can replicate these principles with patience, perseverance and persistence, your teams and clients alike will be cheering in the stands, excited about your energy and proud to be associated with your achievements.