Little Things That Matter

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Five Reasons Why CARE Matters

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We went to one of our favorite French Restaurants, over the weekend. The chef who runs this restaurant is someone who cares consistently about the quality of his food and his customers.

We have been going to his restaurant, which has travelled many places within the city due to the ever rising rents, for more than 10 years. His current restaurant is small and can probably seat about 30 people. I would normally not go to a street where his restaurant resides currently. Yet, I went, only because of the care this chef has shown to his clients over the years in terms of the quality of the food and the service……

A friend of mine remarked in one of my conversations with her that a colleague of hers seems to have gone quiet. Somebody who was enthusiastic and trying to find ways to improve on things had suddenly lost her energy……

You don’t send me messages as often as you used to. What happened? This was one of my friends who asked me this? I got away by saying I was busy. Whilst I was busy, that definitely was not the real reason for not sending her messages as often as I used to. Fact is, I was tired of having a one way communication and decided I shouldn’t and probably somewhere I decided to change the care in that relationship……..

I was in a coaching supervision discussion two weeks back and one of the participants remarked that my client probably doesn’t care. That struck a chord in my mind…..

Care is so important and yet the most underestimated feeling in the business and corporate world.

I deliver sales training and conduct workshops related to sales amongst many other trainings and workshops and it is evident from the various stories that I hear that care, which is imperative in continuing a customer relationship, is one of the most ignored feeling.

Think about it, would you continue to do something with your heart, if you didn’t care.

A #mother’s #love is the true form of #care and it is imperative in the #Business and #Corporate world. #life

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⇒If you didn’t care for something, you lose interest.

⇒If you didn’t care, you will take everything for granted and become indifferent.

⇒If you didn’t care for a customer, you would not attend to every detail in that relationship and the latter comes from understanding the client.

⇒If you didn’t care, you would probably not try to resolve or suggest solutions to every inefficiency within the organization that you work with.

How many restaurants and businesses do you know which open with enthusiasm and as the business progresses, the attention to detail and little things that matter are taken for granted. In short they stop caring.

#Care matters in #influencing and maintaining a #relationship. #peopleskills #CSR #life

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As a leader how can you make sure that you continue to care ?

1. Care for the complaints

Complaints are irritating and can trigger a negative vicious cycle. But you need to distinguish between a complaint which is condemnation from one that is genuine and made with the intention of taking the business or company forward. Better still see if you can take care of those little things that matter that no complaints come up.

2. Care for your team and employees

Engaged employees are those who are recognized, respected and cared for by their manager and their organization. Get to know your team because it is the inner view that enables you to determine what is each of their interests and their strengths.

3. Care for them as a person

No matter who you are, be kind.

#Kindness makes a difference to someone’s day. #peopleskills #care #relationships #leadfromwithin

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4. Care for your customers

Customers are the backbone of any business. Without customers your business is non-existent. How would you like to be treated as a customer or as a person? 

Don’t forget to #care for your #customers. #CSR #peopleskills

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5. Care because it Matters

Would you like to be treated with care? Would you do anything consistently, if you didn’t care? Would you deal with someone, as a customer, as an employee or as a person, if the “care” aspect was missing?

You, as a #leader can #leadbyexample by showing you #care in who you are, what you do and what you say.

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Care because we all need Compassion, Appreciation, Reinforcement and Empathy.

How are you bringing “care” in everything you are and everything you do ?

How are you spreading the positivity in care?

For one-on-one coaching, workshops, training, speaking let’s connect

5 Key Ways to The Art of Saying “No”

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Do you face the Fear of
→Losing a client or
→Hurting someone’s feelings or
→Upsetting your boss or
→A bad reputation or
→Being called arrogant and rude or
→Turned away from a deal

Do these fears therefore restrict your ability to say “No” even though that is your most desired response in that moment of decision.

Saying “No” is one of the biggest challenges for most people.

For most, their self- confidence and communication skill is challenged, when they have to say “No”. It causes stress and anxiety and they rather say Yes than No so as to avoid potential discomfort.

However, by over committing, you thin yourself out, leading to stress and overwhelm which in turn can affect your ability to deliver with excellence.

Research from the University of California in San Francisco shows that the more difficulty you have saying no, the more likely you are to experience stress, burnout, and even depression (three things that hinder your emotional intelligence). Source : Forbes

I’ve learnt the art of saying “No”, when required over the years. Despite this, I still struggle at times, with saying “No”, when it comes to some existing clients or in the case of potential business opportunity or with respect to some people.

How do I remind myself about the importance of saying “No”, no matter how difficult it may be? I do so in the following five key ways:

1. Prioritize

Each of us have the same 24 hours given in a day. How we choose to use it depends on us and the priorities we set ourselves.

It is necessary to prioritize because not all the things can be done at the same time or on the same day nor is it possible to please everyone. Value your time. How are you prioritizing ? Are you sticking by it once you have determined what is the priority on that day?

2. Communicate

You may be struggling with the “No” because you don’t want to hurt the other person’s feelings, or you feel it is beyond your comfort zone because the recipient may be your boss or client or someone to whom you have never said a “No”. Saying “No” is not bad, all depends on how you say it.

You need to think about the tone and the words you are going to use to communicate the “No”. If you understand how your stakeholders have been influenced culturally through “the language they speak” , you will be able to articulate the “No” in a manner that does not hurt the recipient.

Be assertive and that does not mean arrogance or being rude. Sleep on it so that you can reframe the way you say the “No”.

3. Are you saying “No” to yourself or other things

In your day how many times should you be saying “No” to yourself in doing some activities or being someone else when you should be saying “Yes” to other things or being your true self.

By saying “Yes” to others, if you are denying yourself something or not doing something else which needs attention, what is the end result. Is it desirable?

4. Finding Your Yes

It is important to know what you should be saying “Yes” to. #assertive #communication

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 Start by focusing on the Yes. This will enable you to remind yourself of your priorities and thus say “No”, when required. How will you say “No”, if you didn’t know what you should say Yes to.

5. How is it beneficial ?

Would you rather say “No” instead of keeping somebody waiting for a response? Often, when people have to say no to a proposal or a candidate, they avoid the situation and choose not to respond or hinge on being cagey and vague. By doing so, you are giving unnecessary hope to someone. Think about the benefits of saying “No”.

The Art of Saying “No” is about your #mindset, your thoughts and the #communication skill to translate it into a capacity to act.

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 It is about being articulate and perhaps even persuasive by saying “No”.

What are some of the ways you are saying “No”?

What stops you from saying “No”?

For one-on-one coaching, speaking, workshops, and/or training, let’s Connect

Do You Walk A Fine Line In The Choices You Make?

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I was listening to music on my way to yoga on Saturday and Paul McCartney’s following song started playing on my iPhone ….

There is a fine line, between recklessness and courage
It’s about time, you understood which road to take
It’s a fine line, your decision makes a difference
Get it wrong, you’ll be making a big mistake

It’s a fine line
Whatever’s more important to you (It’s a fine line)
You got to choose what you want to do
Whatever’s more important to be (It’s a fine line)
That’s the thing that you gotta see

The lyrics of this song kept ringing in my ears and whilst doing yoga, when the instructor mentioned, do what is possible, push yourself but not to the extent where you are not able to breathe…..,it struck me that there is such a fine line between challenging yourself and stepping out of your comfort zone and pushing yourself to an extent where you could injure yourself and find it difficult to breathe.

After class on my way back, I couldn’t help thinking…..

There is a fine line between

→ confidence and over confidence resulting in arrogance
→ frustration and giving into anger and giving up
→ being a trusted advisor and a pushy or desperate sales person
→ giving in to let go and giving up
→ fake it till you make it to gain confidence and being inauthentic

How many times do leaders walk this fine line? And in walking this fine line, do you as a leader forget to care for your employees, to keep the communication lines open, to appreciate people and not take kindness for granted.

In walking this thin line, and in order to not tip over to the not so pleasant side, what are some of the most important factors?

1. Confidence

Have the confidence to be not led by your fears, yet remind yourself to be humble. Walking the fine line between arrogance and confidence can be challenging at times, yet, if you allow yourself to be driven by your inner self and core, it is possible to make the right choice.

2. Let go

Let go of the desire to be popular and of getting brownie points at the cost of not speaking up for the right things. Indifference breeds indifference. If you take people in your team for granted and do not recognize or appreciate them you are indicating that you don’t care for them or the work they do. Your behavior and what you do or don’t, matters.

3. People Skills

Being a team leader or manager involves much more than IQ. You will be an effective manager when you communicate with your team, make them feel valued and listen to them.

Be consistent in your behavior and walk your talk. You create confusion and animosity when you communicate one thing with your words and do something else by your actions. You need to have a positive attitude and see the good and bad and be able to deal with the challenges and adversities. People will believe in you if they see you put forth your values and vision consistently and in that care for people and work together with them to take this value and vision forward.

4. Mindset and attitude

It is challenging not to cross the thin line during adversities. Yet, a leader is one who does not fall prey to the vulnerable moment and shows the tight attitude and mindset. It is not about being a superwoman or superman but asking yourself what is your purpose and what are you driven by? Negative attitude is like a vicious cycle and can have a cascading effect in bringing a relationship, a team and organization apart.

5. Indifference

Your leadership style needs to facilitate people towards their and the overall organization’s progress. Policies and procedures are essential in an organization but when you make them cumbersome and as the sole purpose in whatever you do, it becomes inhuman and a burden.

No matter what role you play, you don’t need to tip over the thin line to make a choice that is irrational and one that displays poor #EI. #leadfromwithin

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You have a #choice even when you are walking a fine line, one you would like to receive if you were at the receiving end. #peopleskills

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For Coaching, Speaking or Training let’s connect.

Does “Employee Engagement” Matter?

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From Marc and Angel

John was with his company for a little over two years. He was one of the senior management reporting directly to the CEO and Chairman. He was very soon expected to take over as CEO and Chairman. However, John was frustrated and has been mulling over leaving the firm to pursue other opportunities.  John had joined this firm with a lot of expectations in terms of the vision he saw for this company. This was the second firm in his 15 year career so far.

Employee engagement has become a key word and an area of focus within organizations more so from the point view of retention. What is employee engagement? Employee engagement is the emotional commitment that a person has to their organization.

What is the Key to Employee Engagement

From Gallup

12 questions for Employee Engagement

1) Do you know what is expected of you at work?
2) Do you have the materials and equipment to do your work right?
3) At work, do you have the opportunity to do what you do best every day?
4) In the last seven days, have you received recognition or praise for doing good work?
5) Does your supervisor, or someone at work, seem to care about you as a person?
6) Is there someone at work who encourages your development?
7) At work, do your opinions seem to count?
8) Does the mission/purpose of your company make you feel your job is important?
9) Are your associates (fellow employees) committed to doing quality work?
10) Do you have a best friend at work?
11) In the last six months, has someone at work talked to you about your progress?
12) In the last year, have you had opportunities to learn and grow?

Key questions to ask to retain good people

Please refer this LINK

In John’s case, he had always surpassed what was expected of him, he was also a strong candidate tipped to become the next CEO and Chairman. But yet he wanted to leave.

The key question here is was he ever asked by the CEO and Chairman How can I, and the company, help you fulfill your career goals and your vision ?

Whenever you have changed organizations ask yourself what is that you lacked the most.  Was it just a promotion and salary hike or one or all of the following

  1. Appreciation – As leaders it is key to deliver the recognition in a manner that the employee is comfortable. Just saying “Hey good job” delivered in a no care attitude hardly does the job. Recognition and appreciation has to be specific (with referral to what was done well and the efforts that they put in) and timely.
  2. You Matter – being appreciated, recognized and made to feel You Matter is a continuous process rather than a onetime event. A true leader realizes that it is important to create and maintain such an environment. It is about them and not about you or your achievements.
  3. Larger goal – engagement is high when what we do is linked to a larger vision or purpose. True meaning is achieved when we can connect to something bigger than us.
  4. Tone – delivery of words of praise has to be meaningful and sincere. Tone in which the message is communicated matters most.
  5. Clarity – you have to be clear and focused in what you liked the most and how it contributed to the overall vision of the company or goal of the project. Sandwiching too many compliments makes the feedback confusing.  The Sandwich Approach also undermines your message.

No one is perfect and we all learn from mistakes. While correcting the employee for their mistake the following should never be done

  1. Public humiliation – none of us like to be embarrassed in front of our team. Even when circumstances warrant you to correct someone amongst a group, the way the message is delivered is important.
  2. Not walking your talk – you need to spend time with your team. You need to deliver on your word. Motivation is badly affected when you as a leader don’t lead by example.
  3. People skills – communication of the goals, developments, changes in management structure is imperative. Employee engagement will be low when you keep your employees second guessing. Many employees learn from media as to what is going on within their company rather than from their managers.

John was recognized for his performance but the communication lines had broken down. The company changed its vision which was never directly communicated to him, the ‘why’ was never answered and ‘what’ he was hired for was forgotten along the way. Bottom line of career management is to align right people to right position, doing the right thing = operational performance + productivity + profit.

Employee engagement is a three-way process and requires responsibility, accountability and ownership from the employer, the employees and the organization.

Useful References

Research on Employee Engagement

Titles Don’t Matter-10 Keys To “Good For Soul”

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“The simple act of paying positive attention to people has a great deal to do with productivity” Tom Peters

Have you met Jerry ?

1. I’m always right. I don’t care what it takes or how much work it is. This is the way I see it and no matter what, make it happen in the next hour.Have you met Jerry?

2. Your behavior at or outside work or in Social media is one of “A Narcissist”.

3. You think you know it all and never have an open mind to learn.

4. You’ve decided with senior management that your team targets are going to increase by 30% and promised to over deliver. You have not bothered to consult your team?

5. You think you never make mistakes and don’t ever bother asking others how are you?

6. You are good at striking conversations with strangers but every relationship is one to hook, use and trash.

7. You are convinced that you are the most intellectual and anyone who challenges your line of thinking is made to shut up. You alienate whoever questions you.

8. You think you are reminding people of their accountability and responsibility when all you do is to humiliate them with your sarcasm.

9. You are part of the system and you have never made any effort to be different or change and yet you criticize all, day in day out.

10. You think you are unique and God’s gift to the Universe, though all you are is a jerk. You think none of the above applies to you.

How many of you have had this individual either at your work place or among your acquaintances? 

How many times do people in influential positions misuse the same by bullying and belittling either their team and their social circle ? 

How many people just because of the position they are in think they can demand respect ? 

Whilst there is nothing wrong in being direct and honest, by no means the delivery of the statements or the tone in which it is delivered needs to be rude or sarcastic. People skills is one about being able to connect, engage and treat others with respect and empathy.

What are the keys to People Skills?

1. Be a friend before expecting others to be friendly

2. That either we control our attitude or it controls us. Choose the right one

3. We are a result of our choices and we need to deal with the choices we have made. Negativity and emotional trauma arises when we get into the blaming game for all our misfortunes

4. We do get angry, recognize it, overcome it and do not use anger to be cruel

5. We need to value ourselves and should not allow ourselves to be trampled on. But valuing yourself doesn’t mean insulting others

6. Each of us have our own strengths and we should build and use them to lead with integrity, trust and character

7. Each of us have our own weaknesses and we should marginalize our limitations to move forward

8. That we are responsible for what we do, no matter how we feel

9. We are human and love to be acknowledged, encouraged and appreciated. Being an introvert or shy is no excuse for not telling someone ‘You Matter’

10. None of us are perfect and can teach and learn something each day

Each of us have our purpose. Just because you are the boss, you have no right to stomp on others feelings and values. As far as people like Jerry are concerned one can attempt to unlock the barriers of communication that may exist or be a friend to listen.

Titles don’t determine your value. In the end, you need to remember just because you think you are successful, you have no right to put out someone else’s light and efforts.

Life is a journey of roller coasters and challenges you to be the best YOU can be. Each challenge, be it big or small, is an opportunity for you to make the choice to shift your perspective and view it through the eyes of positivity and hope.

Character is higher than intellect. A great soul will be strong to live as well as think. Ralph Waldo Emerson 

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