LIGHTING YOUR (TEAM'S) FIRE

We often underestimate the power of that which goes beyond motivation. Beyond what one could possibly instill into one's team (and one's own psyche), it goes beyond mind-games and above what might translate into a handsome quarter end bonus.

It is what literally makes us get up every single morning and what we dream of doing, if it is something other than the roles we perform every day.

Sometimes it might not even fully or directly relate to our jobs. For me these days it is the taste of a long (and long-awaited) trip to a different continent.

But why should anyone invest any time thinking about this?

Even for the luckiest of us, the ones who get to pursue their passion every single day, sometimes the light goes into pilot, and the roaring, crackling fire that once propelled us dims every so slightly. That's when it is important to remind ourselves that work-related stuff is never the only dangling-carrot at the end of the race and let our copilot (our other dreams and aspirations) take control of the wheel and let those motivations re-ignite our bonfire.

That's why it is so important to get to know your team-members. Know who's working to pay for their parent's dream vacation, know who is working to adopt a child, know who is working to buy a boat or to get a degree...you get the idea.

Getting to know your people is not always as easy as it sounds. It has to be done sincerely, tactfully & graciously. One has to invest time for conversation to flow, for barriers to break down, for trust to build. But in the end, it is one of the simplest and most important conversations you can ever have with anybody in your team.

When someone is down because they could not close a deal, or things simply did not go as expected, softly remind them "Hey, think about that boat, think how worth it it all will be in the end. Think about lazy fishing Sundays!"

This, of course, is no exact science, but adding a human touch to the quotidian surely it has never hurt relationships...or business.

≡ YOU SHOULD SEE IT FROM OUT HERE! ≡

There are plenty of laws and HR guidelines that dictate how one should legally and ethically behave during a religious celebration. The laws are there to respected and follow. But let us not forget that common sense is always the best defense to avoid conflict in the work place, particularly during "the holidays" (We all know how I feel about that blanket statement so I'll spare you my soliloquy).

All the corners of the world have entrenched beliefs, cultural traditions and religions that they celebrate at one point or another during the year. One big difference between most of the world and us is that we've become sissyfied. And by that I mean that, in most religions, be it of the Buddhist, Hindu, Muslim or any other tradition, there is a pride and inner peace with one's beliefs. Of course, radical or extremist groups aside.

Recent polls show that 92 per cent of Americans believe in God (or a 'higher power'). We are a nation that has been born in the Christian tradition. Our very foundation is that of one country under God. I don't understand how we are steadily losing respect for what we have the right to celebrate and cherish.

At one point we are all going to be so consumed by worry about offending someone else that this in itself will be found offensive by a sue-happy employee. I can almost hear it happening: "Do you think I am so weak that you need to baby my every feeling? I resent that."

So what is there for a team leader to do? Well, just like in the movie clip below, take a metaphorical step outside the door, take a good look at any situation as an outsider, and analyze it with a critical eye. Let common sense reign, don't make anyone feel forced to partake on any religious celebration or feel ostracized by it. Respecting other people's beliefs goes without saying, of course. And just as important, know the laws that apply in your state to help keep employees engaged and your business away from law suits.

Let's hope for a de-sissyfication of America for this Christmas, no more double standards, and overall respect for what each of us believes in.

Here is a good link to learn more about religious freedom in the workplace.

Merry Christmas!!!

≡ FLUFF? ≡

Kindness.

Goodwill.

Empathy.

What do these words evoke in you as you sit in your office up to your neck in deadliness and unreturned phone calls?

How about these words?

Metrics.

Productivity.

Deadline.

Do the latter sound more realistic and business-like? Am I hitting a nerve? Am I reminding you of something? Or are you already in tune with the softer side of you?

What prompted all this fluff? You may ask...After all, this is a business-related blog, right?

It all started when a friend was telling me about a bad event at his workplace and he finished the narration by saying "And to do such a thing during the Christmas season! How could they?"
Or as the politically correct would say "And to do such a thing during the Holiday season! How could they?" I am not politically correct so Christmas stands in this story.

At any rate, allow me to politely disagree with every cell of my being at the allusion of any festivity as the basis for us being more human and kind-hearted. After all, if you think about it, at any point during the year it is someone's time to celebrate, whether it be Hanukkah, Christmas, Kwanzaa, or Earth Day. So why let outside events dictate who and how you'll be, how you'll lead your team and when you will deal with a bad situation?

"Kindness is a language which the deaf can hear and the blind can see." -Mark Twain

And more importantly, where did we get the notion from that we have to be more humane during a common celebratory time? Why not behave humanely all year round?


"Be kind, for everyone you meet is fighting a harder battle."--Plato


A long time ago, while working for a large brokerage company, I attended a training where we all had to take part on role-play exercises. One person was the client the other the broker. Different scenarios played out for the entire team to see and evaluate. Scenario one: client wanted to understand his holdings and accounts and get some guidance on saving for his child's college. Scenario two: wife lost his husband and called to straighten out all of the brokerage accounts. Scenario three: son of a client was excited about opening his first account and wanted some educational help.

One thing immediately jumped out from all the scenarios. The tone. The broker's tone and inflexion when speaking with the widower was warmer and it addressed best the client's need. To which the trainer, arms up in the air, suddenly embodying an old Baptist minister & yelled out: "DOES SOMEBODY HAVE TO DIE FOR US TO BE EMPHATIC & KIND?"

That always stuck with me. A death is a sad, sad thing and it requires a special touch...but then again, don't we all go through small deaths and meaningful successes, rebirths if you will, through our days that we wish others were more in tune to?

Here are some simple practical applications for your work place:

• Listen & ask questions
• Be genuinely interested
• Drop your crown-- if you go get yourself something to drink or eat offer to bring it to somebody else as well.
• Offer to help someone who is in a bind or a tight deadline
• Bring someone their favorite snack and put it on their desk without them knowing
• Give that sincere compliment you've been meaning to for a while
• Criticize behind closed doors
• Take an interest in learning more about who the people you work with are
• Avoid gossip, or anything that might be perceived as such
• Have an accountability partner, someone whose feedback you trust
• Be a mentor
• Cultivate good motives in everything you do

As you carry on with your week, please remind yourself that tuning into your soft skills does not equal you becoming weak or wimpy. Au contraire, mon ami: ""Tenderness and kindness are not signs of weakness and despair but manifestations of strenght and resolution." --Kahlil Gibran.

With these ideas in place watch your metrics be outstanding, your productivity soar and your deadlines be met...in advance.

FAILURE & MISTAKES

A quick & refreshing video to remind us that quitting and standing still are not viable options in business nor in life.

Laughing at our mistakes can lengthen our own life. Laughing at someone else's can shorten it. --Cullen Hightower

Also, a good way to remind us that we ought to encourage and empower each other to act boldly and be creative. Mistakes will surely be made but since most of our life is spent learning the art of fixing and capitalizing from our errors... why stop when we cross our work threshold? Why is it that many of us became different people when we sit at our workspace? Perhaps we are so deeply afraid of peer-ridicule that we just freeze our inner creative selves?

A life spent making mistakes is not only more honorable, but more useful than a life spent doing nothing. --George Bernard Shaw (1856-1950)

Judgement calls are prime real estate for error. Particularly when these snap decisions must be made faster than one's neurons can fire warning signals to each other. "He/she has good business instincts," we sometimes say of someone else...but if anyone ever takes the time to ask and dig deeper I am positive we'll find a plethora of mistakes in their past. The difference is that they choose not to wallow in despair and capitalize from every single crumb of a failed action or decision.

While one person hesitates because he feels inferior, the other is busy making mistakes and becoming superior. --Henry C. Link

Empowering employees, teammates and oneself can only lead to valuable learning and experience. Even when your employees might not have the ability to make a final decision all the time, teach them how to think and act as business owners, that is the only way that customers will stop finding excuses to bypass your staff and talk to you every single time. This will give your team a sense of ownership and accomplishment and will leave you with the necessary time to plan and achieve more.

The expert is a person who has made all the mistakes that can be made in a very narrow field. --Niels Bohr (1885-1962)

It is time to take our decision-making training-wheels off and fly.

≡ BUSINESS PHONE ETIQUETTE ≡

If we were to put a group of random professionals in a room and asked them what their top three business pet peeves are surely the unreturned phone call would be in their short list.


Ironic, since the telephone was created with the hope of improving communication, not making it more frustrating.

"An amazing invention-but who would ever want to use one?" --Rutherford B. Hayes, after making his first phone call upon its invention

Personally, the unreturned phone call is in my top three most disliked habits when dealing with people in a personal or professional level. Although, I am the first to say mea culpa for my own behavior which can, at times, be less than exemplary. But this behavioral flaw is constantly under my radar and I am working on improving. I find that one of the best potions against the forgotten call is keeping each other accountable in the office, forming unofficial alliances if you will.


"People who are funny and smart and return phone calls get much better press than people who are just funny and smart." --Howard Simons


One of the cloudy areas, where phone call responsibility often gets lost, is the confusing way in which we sometimes approach the "I'll call you/you'll call me?" moment. This could be because we are rushed, experience pangs of first-date-nerves, or simply have our heads already in the next meeting. So, just like one is to be in the moment when first meeting someone, one must remain in the moment until the time comes to bid farewell. This means, setting clear expectations of who will call whom and by what time/date. Don't be wishy-washy about this and take control of the situation by recapping when necessary.

You can hit all the right buttons during a business meeting. Be concise, focused, engaging. charming, cool, calm and collected, but if you don't follow up as promised an uphill battle awaits you. Don't undermine yourself.

"If The Phone Doesn't Ring, It's Me."--Jimmy Buffet

It is said that people will forget many things about you, your clothes, your hair, even your handshake, but they will always remember how you made them feel. At the risk of walking the slippery high-rope of the Feelings Territory, while momentarily stepping away from Manly Man County, I'll be the first to say it: an unreturned phone call can make others feel disrespected and under appreciated. This, needless to say, won't make things easier the next time you are trying to close a deal with said individual & it surely won't get you unsolicited recommendations. So make life easier for you, and others, and don't be a Parrothead, or at least not when it comes to business.

"The telephone is a good way to talk to people without having to offer them a drink."--Fran Lebowitz

Lastly, when you are returning that call as promised, remember to not get distracted with other office issues. Act, that is talk and listen, as if the call's recipient was there with you. In other words, act as if you could offer them a drink. Body language can be read on the phone almost as much as in person, and it is just as impactful. I think we all can use that reminder, so perhaps this is as good a time as ever to refresh your team's memory about making those call backs, not being a parrot head, and having that metaphorical drink ready to be offered during their next call.

:: WHEN THINGS GO RIGHT ::

We, at Duncan Consulting, cannot say enough positive things about making the work environment as fun as possible...here is more proof on how the fun stuff has the power to change attitudes and, when properly executed, the positivism spills over and sticks to those around us like fuzz on Velcro.

:: WHEN THINGS GO WRONG ::

A man has no more character than he can command in a time of crisis. -Ralph W. Sockman

When I think of leadership in times of crisis two people come to mind, Rudy Giuliani and Chesley "Sully" Sullenberg III. Regardless of whether we share their perspective and view points in other areas of their careers, wouldn't we all want to have such visceral response in a time of crisis?

I am positive experience plays a huge role in these two leader's responses to a time of crisis, but even those of us that at times still feel a bit green have hope. There are many things us, mere mortals, can do to be ready and it all boils down to preparedness, good instincts & a cool head.

Preparation involves lots of planning, training, repetition, educating and even-the often despised-role playing. Only via the conscious use of these tools we'll be able to make it so our reaction becomes nothing but what looks like an instinctual (but well thought of) response...like a karate move. Sharp and decisive. But to achieve this as a team you'll have to become your team's Mr. Miyagi.

Leaders won't always be perfect, they'll make mistakes, and-provided they have decent people skills-most times they will be forgiven for their faux pas. However, in a crisis, if a leader is not a quick-thinker and an even faster-doer, no forgiveness will follow. Too much is at stake when a crisis pays us a visit.

Faced with crisis, the man of character falls back on himself. He imposes his own stamp of action, takes responsibility for it, makes it his own. -Charles de Gaulle

Some questions to ask yourself:

* How prepared are you to face a sudden and unforeseen financial, personnel, or physical crisis?

* How prepared is your team to work as one?

* Who are your natural leaders? Are they training others?

No matter how you choose to prepare yourself and your team for a crisis remember the oriental wisdom of Chinese culture. They have two characters that comprise the word crisis: one represents "danger", the other "opportunity."