Little Things That Matter

Learn From The Past, Live The Present and Have An Open Mind to Face Tomorrow

Top Ten Ways to Stand Out In Sales and From Competition

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Photo Credits : Lalita Raman

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages” – Henry Ford

Every time a customer comes into contact with any aspect of your business, they have an opportunity to form an impression about you, your brand and business.

How do you keep your customers engaged and loyal?

David Brooks, the New York Times columnist in his op-ed column dated February 3, 2014 What Machines Can’t Do states tha “We’re clearly heading into an age of brilliant technology. Computers are already impressively good at guiding driverless cars and beating humans at chess and Jeopardy. As Erik Brynjolfsson and Andrew McAfee of the Massachusetts Institute of Technology point out in their book The Second Machine Age, computers are increasingly going to be able to perform important parts of even mostly cognitive jobs, like picking stocks, diagnosing diseases and granting parole.”….

He asks “But what human skills will be more valuable?”

We are in an age where there is an overload of access to and availability of information and the attention spans are becoming shorter. Customer engagement has become even more important and thus the necessity to understand the customer’s perspectives and to add value to the buying process.

Is customer loyalty important to your business?

Are you wondering how you can increase your customer loyalty through engagement? Click To Tweet

A human skill that cannot be replaced by machines or computers is Care Click To Tweet

In order to develop relationships with your customers that result in repeat business, referrals and valued relationships, customer care is essential and here are some counter-intuitive insights.   For FULL POST REFER LINK

For one on one coaching, speaking, training, workshops and speaking please contact me.

What Is Your Leadership MOJO?

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Last Saturday, I watched the movie The Monuments Men accidentally. I was under the impression that I had booked for The Wolf of Wall Street and didn’t realize till I walked into the cinema hall and after the movie started, that I had been given tickets to The Monuments Men. I’m glad I made a choice to watch it not so much for the movie but in learning about the Monuments Men.
This movie is based on the true story of the greatest treasure hunt in history, the film is an action drama focusing on an unlikely World War II platoon, tasked by FDR with going into Germany to rescue artistic masterpieces from Nazi thieves and returning them to their rightful owners. In the last year of the war, they tracked, located, and in the years that followed returned more than five million artistic and cultural items stolen by Hitler and the Nazis. But as the Monuments Men, as they were called, found themselves in a race against time to avoid the destruction of 1000 years of culture, they would risk their lives to protect and defend mankind’s greatest achievements.
There is a scene in the movie towards the end where George Stout, given the name of Frank Stokes played by George Clooney is asked whether it was worth the life of a man in his team to save the Madonna of Bruges and he says yes. He is also asked do you think 30 years down the line people will still remember that a man gave up his life to save this piece of art………..?
As that dialogue was going on, it struck me that I have been to so many museums but had never viewed any art from the point of view of someone having risked their life or given up their life to save a particular piece of art. Until yesterday, I was not aware about the history of the Monuments Men and their unprecedented effort in protecting and securing various pieces of art despite extraordinary efforts.
Let’s examine our daily lives….
  • How many times in day-to-day life have you as a leader in an organization or even as a human being taken time and effort to understand the story of your team or coworkers ?
  • Have you challenged yourself not to judge someone by their looks or their behaviors?
  • Have you seemed to explore why people behave the way they do ?
  • In your talent management process

→ Have you found out what drives a candidate to do what they do best?

        → How have they acted during times of pressure and crisis?
        → How did they demonstrate Emotional Balance during periods of adversities?
     → What are the ways they have shown their ability in dealing with new projects or things beyond their comfort zone?
  • Are you willing to challenge yourself on something in your daily life that you have taken for granted or attended to within your comfort zone?
During my readings this week, I came across this Ted Video by Roselinde Torres, who has asked three key questions in determining what makes a great leader
Where Are You Looking To Anticipate Change ?
What is the diversity measure of your network ?
Are you courageous enough to abandon the past ?

The Monuments Men went beyond their comfort zone and risked their lives to retrieve art that was stolen. Whilst our acts may not be that monumental, what we can seek to do with the world we are in is to ask
 
♠ How can I influence someone’s life positively ?
♠ Who will I choose to engage with?
♠ Am I willing to choose the unknowing to create the pathway to the unknown possibilities of the future?
♠ Am I willing to look at things from a fresh perspective ?
We seek to create our own lives by the choices we make and the chances we take. Are you ready to carve your pathway?
Isn’t leadership about seeing the positive potential in others, building trust and rapport, being genuinely interested in others, willingness and drive to help others,  arousing enthusiasm among people and championing a common vision?
For one on one coaching, speaking, training, workshops and speaking please contact me.

The Vulnerability In Relationships

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I was watching some Ted Talk Videos over the weekend and one of them was on The Power Of Vulnerability. 
This got me thinking about relationships. Relationships are made or marred many times on vulnerability.
There have been numerous cases of abuse, bullying, domestic violence and all this is evidence of putting someone in a vulnerable state or taking advantage of them.
Yet, at other times when we are in a crisis, may be stranded on account of bad weather conditions or losing a job in a close down or merger situation, some of the best relationships are formed during such situations. “Vulnerability is the core, the heart, the center, of meaningful human experiences according to Brené Brown in her book How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent and Lead.
Vulnerability here does not mean being submissive or weak. It involves uncertainty, risk, and emotional exposure which is well articulated by Brené Browne in her book.
When we see read or hear stories, see videos, hear presentations or empathize with the events in our daily life it is the vulnerability and authenticity which enables us to make that connection. Connection which is an important part of relationships is what gives meaning and purpose to our daily life.
Relationship is about:
1.Respect – you can shine your light but it is not necessary to knock down someone else or dim another’s light. Even if the relationship is not something that you favor, respect is an important element. Respect yourself enough to avoid being taken advantage of. Surround yourself with positivity and compassion for yourself and others.
2.Empathy – the ability to mutually experience the thoughts, emotions, and direct experience of others is an important element in any relationship.
3.Love – the most profound emotion that is an essential part of any relationship.
4.Appreciation – in the world we live today, we forget to appreciate ourselves, our relationships and the moments of life. Appreciation is unconditional and does not contain words like “But”, “However”.
5.Trust – establishing rapport is the start of good relationships. Trust is the pillar of any relationship be it with spouse, parents, siblings, shop keeper, colleagues.
6.Integrity – To me it is the Congruence of I Believe, I Value, I Think, I Feel, I Say, I Do.
7.Obedience – is a matter of the heart. It is about what you feel from within and to be accountable and responsible in a relationship.
8.Nurture – to do and be all that is necessary to grow and enrich the relationship.
9.Space – the little space we allow and create in each of our relationships, be it a friend, spouse, sister, brother or parents, keeps it healthy and allows the relationship to nurture and grow.
10.Honesty – truthfulness, sincerity and frankness in who you are.
11.Interesting – compassion and appreciation for ourselves and others keeps the relationship interesting. Compassion is born of awareness of the choices we are making and the impact of each of these actions on others.
12.Power of Communication – know when to be silent and when to speak up. Not communicating breaks the best of relationships. Conflicts, differences of opinions arise in every relationship. The intent is to disagree agreeably and keep the relationship healthy.  Listening is important to build relationships, because that is where you show empathy and that you truly care.
13.Support – strength in a relationship lies in the support you give to that relationship and that you receive. The ebb and flow of relationship requires mental toughness and support.
Relationship is not about opportunities and using it for those opportunities. Relationships to me means someone with whom you can share your completeness, be it a friend, a life partner, sister, brother, mother or father. A relationship should be one that recognizes you for what you are, challenges you, and allows you to grow.
Let your relationships be one in which you
 
Let yourselves be seen
Practice gratitude and be joyful
Love with your hearts
Are kind and compassionate to yourselves and others
Your willingness to be vulnerable and accept vulnerability establishes and maintains the connection and the authenticity in relationships.
What are some of the ways you have been courageous to be vulnerable and made a connection?
For Individual or Group Coaching, Speaking, Workshops and or Training please connect with Me
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Don’t Take LIFE For Granted

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Photo Credits : Lalita Raman

Photo Credits : Lalita Raman

This is one of the Human Relation Principles of Dale Carnegie.  The simplicity of this statement is complex in itself.  It is one of the most difficult to practice especially when things go wrong, you are experiencing a down and out day, and many moments in your life is filled with chaos, suffering and adversities.
Take for instance, when a customer service doesn’t take action and keeps saying sorry for the inconvenience caused and yet doesn’t show any signs of resolving the issue, most of our reaction is to criticize and get angry. There are many such similar events in our life when our patience is tested and we either complain or criticize.
If you observe, we criticize, condemn or complain not only about others but also ourselves.
How many times have you chided yourself ?
It is good to vent out, to seek improvement but we need to be thankful in life.
Three years back, after finishing my boot camp, whilst getting down some stairs on my way home, I fell down and fractured my ankle. I realized, how much I missed walking normally, how much I used and needed my ankle.  I have had many injuries and accidents and each of these have taught me the importance of that part of the body that I have injured.  Isn’t many aspects of our life, our relationships and the moments in our life similar? Do you take time to appreciate something when you have it or Do you realize the importance of something or someone after you don’t have it?
Life’s path is uncertain and yes we make choices and take chances but no matter how much we plan, not everything goes as per our plans. One way to reduce complaining is not to take life and the little things in life for granted
1. Thank you, please, sorry from the heart are three simple yet effective words. Make a difference by using these words as often as possible in a meaningful way. This applies in real life and on interactions in Social Media.
2. Take count of what you have in life and appreciate that.  Your health, your job, your family, your house and everything life has offered. Remember, there are many people who don’t have many things that you have.
3.  If challenges are what life has thrown at you, learn to see the positivity in those challenges and derive strength brick by brick.
4. If some relationships have turned sour, be thankful of the lessons that it has taught you.  Don’t take your relationships with family or friends for granted. No one is perfect. Communicate, clarify, listen, empathize, apologize because without these no relationship can last.
5. In every pain, sudden loss, and mishaps that occur  as difficult as it may be, learn to appreciate the lessons it has taught you.
Be thankful of every moment and every breath you take. Life lived in negativity, sarcasm and criticism is one of vain and a vicious circle. You can go to the spa, the mountains, the chalets and yet you will not find inner peace. Live in positivity, vent out, let go and make the journey of life your friend and find inner peace.
Extract from Dale Carnegie, How to Win Friends and Influence People “Instead of condemning people, let’s try to understand them. Let’s try to figure out why they do what they do.  That’s a lot more profitable and intriguing than criticism, and it breeds sympathy, tolerance and kindness. “To know is to forgive all”.
As Dr Johnson said : “God himself, sir does not propose to judge man until the end of his days.” Why should you and I ?
Learn to be kind to yourself and others. Live life in compassion and gratitude.

Leadership And Compassion

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I had met Victoria recently who had hired me as a coach. Victoria is a highly motivated, energetic, determined and passionate woman in that she is driven by her purpose and vision in life. She is a senior executive with a multi-national firm and she has progressed very well in her career. She is one of the youngest managing directors within her firm and somebody whom people within the firm envied and looked up to. Victoria is a caring and compassionate individual but at the same time very goal oriented and at times in that drive may seem to appear as impersonal.

Victoria normally is prompt and punctual. However on this day, she arrived to my office 10 minutes late. She profusely apologized. I observed that she seemed agitated and particularly stressed about something. I accepted her apology, smiled and requested her to take a seat. I allowed her to calm down and I did this by being silent for several minutes. That helped her to calm her nerves and regain her composure. She had a glass of water and she started narrating how her day was, what caused her to be stressed out and the reason for her delay and agitation. She appeared back to normal calm and composed self after I listened to her story.

Her desired outcome from this session was to stay in the PEA during moments when her inner critique seemed to be taking control, especially when she had to present in front of the board or any other senior executive team.

Victoria was coaching with me on aspects of Executive Presence especially given her new role and larger responsibility associated with her recent promotion.

I focused the entire session on Coaching With Compassion. This enables a person to speak about their ideal life, their vision and be positive and powerful.

How does compassion help the work environment and boost the confidence and engagement of employees?

1. Enables people to see their strengths, and get them into a positive emotional state. This allows them to think and be creative.

2. Your Positive Emotional Attractor (PEA) is aroused and that facilitates you to think about possibilities and dreams with optimism and hope.

3. You think about the resonant relationships that support and believe in you.

4. You are confident and you believe in yourself.

5. The more you are in your PEA state, the more you are motivated and driven by your purpose.

Victoria had forgotten about her tough day and some agonizing moments that had led her to an agitated state when she had entered my office. It was almost like a ray of sunlight had entered the room.

The best part was when we had about 5 minutes left to the end of the session, she said my questions had evoked some insights for her on how she could deal with being in the PEA in moments where she feels her inner gremlin takes over. She mentioned that she is going to put some thoughts into the aha moments that these questions had given her and share with me on email and in our next coaching session as to how she had put to use some of these learnings to overcome her executive presence.

I could tell she enjoyed her coaching session and despite being a vivacious person the coaching with compassion had taken to her a different level of achievement in her own mind and how she saw her life.

Within organizations, as a leader if you can set clear goals, and treat everyone as a partner for progress you facilitate growth, fulfillment and development. Good communication, a key to purpose and problem solving should never be underestimated. When you give people in your team or organizations role in defining their values and tying it with the vision of the company, you encourage interaction and cooperation.

Let us not forget that success is built-in valuing the Human potential and providing an environment that allows the positivity to grow and nourish.

Ask questions which raise their awareness of the wider context of their action.

To arouse the PEA, studies are suggesting that we need to: (1) be social; and (2) engage the person in positive, hopeful contemplation of a desired future.

The latter might also be stimulated when discussing core values and the purpose of the organization or project.

Extracted from NEUROSCIENCE AND LEADERSHIP: THE PROMISE OF INSIGHTS by Richard Boyatzis

The power of positive imaging and visioning is that it catches your dreams and engages your passion. You cannot inspire this passion in others without engaging in it yourself.

For Coaching, Speaking or Training please connect with Lalita Raman.

Responsibility Is A Choice

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I was at a lobby of a hotel last week waiting for a business meeting and I happened to hear a rather interesting conversation between a young lady and the guest relations manager of the hotel. As the lady was getting up to see something that the guest relations manager was showing, she collected her belongings at which point the manager mentioned to her, “Ma’am don’t worry about your belongings. They are safe.” The lady smiled, thanked him and said “I understand sir, but I rather be responsible for my belongings and what happens to it instead of entrusting them to someone else.”

Responsibility, I thought, was well-defined by this lady.

Responsibility

→Is having an obligation to do something and doing it. If you are accountable you need to be responsible. Responsibility can be shared but not accountability.

→Is taking care of your thoughts, actions and duties and

→Is answering for your words and actions.

    No matter whether you are at work, walking on the road, at the gym, on holiday or interacting on social media.

Responsibility is a word that equals Respons(e) + (A)bility. Each of us have the ability to make a choice. “A choice” for the response we give to each situation or events that take place in the journey called life.

Choose to take the actions that create the results that you will desire if they were applied on you.

How can we be responsible?

1. Not to shine your own light by dimming someone else’s. This applies to every aspect of your life.

2. For every stimulus, you respond to, you have the power to choose how you want to live your life and behave in every moment in the space that you occupy.

3. You are the only person who is responsible for your thoughts and decisions. Integrity, compassion, empathy, attitude control are important elements of responsibility and it doesn’t matter what role you play in your life. Attitude control is part of your responsibility.

4. When you hire people hold them accountable for their actions or inactions.

5. Do not assume and do not make generalizations and resort to stereotyping.

Life goes on…. And you must take personal responsibility because that is within your control.

“You must take personal responsibility. You cannot change the circumstances, the seasons, or the wind, but you can change yourself. That is something you have charge of- Jim Rohn.

Rapport – Key To Building Trust

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Rapport is one of the first steps in building trust in a relationship. Talking in terms of other person’s interests, being a good listener and encouraging others to talk about themselves enables us to make that connection to others and build a rapport.

Rapport however is not static.  Even in a trusted relationship rapport is a continuous process.
“Every cell in the body is continuously changing. Thoughts and emotions rise and fall away unceasingly. When we’re thinking that we’re competent or that we’re hopeless — what are we basing it on? On this fleeting moment? On yesterday’s success or failure? We cling to a fixed idea of who we are and it cripples us. Nothing and no one is fixed. Whether the reality of change is a source of freedom for us or a source of horrific anxiety makes a significant difference. Do the days of our lives add up to further suffering or to increased capacity for joy? That’s an important question”. Pema Chodron
Life is a roller coaster and sometimes we struggle with accepting what life throws at us. People and situations are unpredictable and so is every moment that is unpredictable. An essential part of continued rapport is the attitude we take to each moment. We know that change is part of us and everything around us is fleeting and impermanent. Yet we take rapport in the relationships so much for granted. Isn’t rapport essential to continued trust ? How do you build sustained harmony and trust ? Read on from the Archives Do You Value Trust?

How Close Are You To Your “Ideal Self”

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Photo Credits : Lalita Raman

Photo Credits : Lalita Raman

We have our ideal self, the self we want out of life – the motivational core that focuses our hopes, aspirations, dreams, purpose, and calling.

It is our source of positive affect that helps the drive for intentional change. This is the self we want to be.

How many of us are close to our ideal self?

We have our actual self or real self and there is our ought self.

Our ought self is our understanding of what others want us to be and do. Actual self is who we are and what we do. The actual self over time, right from childhood, changes.

What happens when our actual self doesn’t match the ideal self? That is when the process of reflection and retrospection begins.

New Year is a formal step to grow, develop and continue the path of learning and an improvement on our-self versus where we were.Yes, this should be a continuous process but I think New Year is a good time to take stock. A time to ask ourselves how close are we to our ideal self. No, this is not about New Year Resolutions.

So how do we get there? 5 key questions to ask

1. What are you grateful for in life?

Be compassionate to yourself. You don’t need to be perfect. Be grateful for what you have achieved and where you are. Cut yourself some slack and strive towards excellence.

2. What do you need to change ?

Is the change that you feel you need or because others around you want you to change ? How enthused are you to make this change ? How much do you believe in this change ? What is the worst that can happen if you don’t change?

The path of Intentional change is not a linear one. It is about making small improvements and something that is sustainable.

3. Whose support and encouragement do you need?

Whom can you rely on to help you on this path of development and growth? How can you surround yourself with positive people and those who believe in you ?

4. How can you change your thoughts and emotions to be more aware?

Your thoughts dominate your emotions and words. How can you control your thoughts and encourage yourself to be positive on a day-to-day basis?

How can you face fear? What is the worst that can happen? Once you have determined that, ask yourself is there a way to improve from there and how can you get there?

Emotional Intelligence is one of the toughest in times of challenge and adversities. What is the thought or word that will inspire you ?

5. What are you passionate about ? What are you driven to do and how do you get there?

In answering this, it is important to let go. Let go of people who have hurt you, things that quite didn’t work the way you wanted. Forget the excess baggage and de-clutter your mind. Your mind is not a dumping ground. Take a break and lead from your heart.

Our brains are geared for rewards along the way. Reflect, renew and reward yourself. The journey of getting to your ideal self should not be an ordeal but a path of learning, and growing. It should not be filled with regrets and not feel like a burden on your shoulder.

Live more in discovery and less in judgment about yourself and the world around you.

For Coaching, Facilitating and Speaking Connect. About Lalita Raman

Reflections of 2013

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Photo Credits :Lalita Raman

Photo Credits :Lalita Raman

Another year has almost gone by. I normally feel sad when a year goes by. While that feeling has not changed completely, I decided to put some of my reflections in writing.

What has the year been like? A mix, and most of all I’m grateful:

1. I was able to overcome some challenges. The journey is still on but my confidence level has gone up.
2. Despite taking on a new journey in terms of my career, I was able to travel and see some new places and revisit some old places.
3. I didn’t get overwhelmed on many things that I chose to do out of my comfort zone. I didn’t allow my inner gremlin to take the better of me.
4.My parents health had many moments of scare but I’m thankful for their never-ending optimism.
5.For my health, my family and overall the resilience, growth, and learning I had.

What do I expect in the year 2014? No, these are not resolutions?

1. To continue to grow, learn and share
2. To continue on my journey to follow my purpose in life with which I associate myself at this point in time.
3.To continue to touch people’ life positively and lead from within.
4. To explore new challenges and complete those which are work in progress.
5. To live in the moment and have continued resilience to deal with life’s surprises.

What are you thankful for in the current year?
What are you proud of?
What memories would you like to carry forward?
What would you want the year 2014 to be?
What can you offer to the coming year?

Thank you for being on this journey with me.

I wish you all the best for the year ahead. May your journey be filled with joy, continued strength and success.

Live With Hope

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Photo Credits : Lalita Raman

Photo Credits : Lalita Raman

“Once there was a young warrior. Her teacher told her that she had to do battle with fear. She didn’t want to do that. It seemed too aggressive; it was scary; it seemed unfriendly. But the teacher said she had to do it and gave her the instructions for the battle. The day arrived. The student warrior stood on one side, and fear stood on the other. The warrior was feeling very small, and fear was looking big and wrathful. They both had their weapons. The young warrior roused herself and went toward fear, prostrated three times, and asked, “May I have permission to go into battle with you?” Fear said, “Thank you for showing me so much respect that you ask permission.” Then the young warrior said, “How can I defeat you?” Fear replied, “My weapons are that I talk fast, and I get very close to your face. Then you get completely unnerved, and you do whatever I say. If you don’t do what I tell you, I have no power. You can listen to me, and you can have respect for me. You can even be convinced by me. But if you don’t do what I say, I have no power.” In that way, the student warrior learned how to defeat fear. ”― Pema Chödrön, When Things Fall Apart: Heart Advice for Difficult Times
To me this is an example of Hope in the face of fear, in the face of every moment of life.
https://twitter.com/rlalita/status/411382047706320896
In my coaching sessions with clients, when I coach with compassion and when their Positive Emotional Awareness is aroused, there is hope in their dreams and vision. Hope sees your ideal self – the self that you want out of life, the motivational core that focuses on your aspirations, dreams, purpose, and calling
I was at a Christmas Choir yesterday with the mood so joyous, and filled with hope. This is the festive season and typically during this time there is a joy, optimism and dreams are weaved.
However, what happens when there is negativity and struggle around us or we are in the midst of the same.
→Why allow negativity to get the better of us?
→Why not acknowledge that we are not feeling good yet not give up in taking a good look at the situation.
“…feelings like disappointment, embarrassment, irritation, resentment, anger, jealousy, and fear, instead of being bad news, are actually very clear moments that teach us where it is that we’re holding back. They teach us to perk up and lean in when we feel we’d rather collapse and back away. They’re like messengers that show us, with terrifying clarity, exactly where we’re stuck. This very moment is the perfect teacher, and, lucky for us, it’s with us wherever we are.” ― Pema Chödrön
For me Hope is …..
Heart – when we look within we find the answers. An awakened heart enables us to find the perspective and lead from within.
Optimism – to see the light at the end of the tunnel. No matter what the situation, ask yourself what can you make happen? Living with rational optimism and positive affirmations makes life easier. What happens to us at every moment is not within our control but the attitude we take to it, is our choice.
Passion – without energy and enthusiasm about our life and what we do, life becomes boring and meaningless. Our purpose is our biggest energy driver in achieving our dreams.
Empathy – to understand another person’s condition from their perspective keeps their hope. Show compassion not only to others but to self to renew yourself and connect with others.
To live in despair and wallow in our sorrows doesn’t take too much effort. Being positive and living to dream, to aspire and make things happen is what leading from within is and makes life interesting and challenging, Isn’t that what hope is all about?
Never take away hope from anyone else or from yourself.