How to Alienate Coworkers in Under 10 Seconds
So, what did you think of the US election results? Just kidding. I seriously don’t want to know. Nor I suspect, do you want to hear my political views in this type of missive. That brings me to the topic of ‘oversharing’ political opinions in the workplace. In my seminars we often discuss the importance of discretion and what not to share with customers. But what about political opinions leaders share with their employees? Several years ago, I was speaking at a corporate leadership retreat in the US when another presidential election was pending. During a break, in casual conversation the company president – knowing I was from Canada – asked my opinion on the candidates. I used the excuse that I wasn’t following US politics (a lie). He then made a comment to the small group of execs who joined us about his favourite. It occurred to me that any employee who was planning on voting for the other party was suddenly going to feel like an outsider. Completely preventable.
My experience has been that unless we’re paid to make political commentaries, our opinions are often better left unsaid. Yes, we should be informed and vote. But expressing political commentaries either at work or publicly in social media in your own name can significantly damage your brand (another word for reputation, and ultimately clout). My sense is there are already too many pontificators trying to sway opinions – opinions that are likely entrenched anyway. Like many hard earned life lessons – often the wisest course is knowing when to remain silent.
Use Positive Wording When Giving Bad News
When giving information or instructions to customers or coworkers, take a lesson from Lifeguards - focus on the positive. If, while at a swimming pool, a youngster starts running on the deck, the savvy Lifeguard won't say, "Stop running!" Instead, she'll say, "Walk please!"
When dealing with customers or coworkers, rather than saying, "We won't be able to deliver until the weekend," instead say, "we can have it for you as early as this weekend." Same information but it's likely to be better received when offered as a positive.
Gain Cooperation with This Phrase
Unlock Teamwork and Trust with This Powerful Phrase
When you were growing up, did you ever fantasize about being a hero – rescuing someone then riding off into the sunset amidst the tearful farewells of a grateful town? That’s why the following phrase works so well when you want to gain someone’s cooperation. Begin with, “I wonder if you might help me?” That opening puts the other person in the position to “save the day”. Most people jump at the chance to become someone’s hero (especially when there’s no risk for them). It’s a subtle phrase that warms the hearts of even the coldest customers and coworkers.
Three Little Words to Build Trust – Enhance Decision making with Customers and Coworkers
Enhance Decision Making with Customers, Clinets and Coworkers
When providing information, here’s an easy way to help customers, clients and coworkers make faster decisions (and value your input). The technique - answer the next unasked question. In other words, since you already know the questions or objections they might have, go ahead and answer them – before they ask. But do so in a way that protects their ego.
For example, when you tell a senior manager about a delay with a project, you might add…”You’re probably wondering how this will impact our budget/ deadline…” The three words, “You’re probably wondering…” compliment the person because they imply you assume they are smart enough to consider other implications. And since you’re about to address that unexpressed concern, you’re demonstrating you’re thinking at a higher, more strategic level. That helps position you in their mind as a Trusted Advisor. And makes them more likely to welcome your input with future decisions. Not bad for three little words.
Summarize your Understanding
Gain Trust with Powerful Paraphrasing Techniques
Here’s an easy way to gain trust and influence with others – especially customers. As you would normally, ask the person questions to identify their needs. Then PROVE that you understand them by paraphrasing what they’ve said. For example, you might say to a customer, “Let me make sure I understand you. What you’re looking for is…” By summarizing, you demonstrate to the customer that no one else understands them quite as well as you. That gives you an instant competitive advantage – without costing you a cent!
Customer Service Training 3 Simple Steps
3 Steps to Improve Your Team's Skills to Grow your Business
In this video, I share a powerful customer service tool designed to help grow your business sustainably over the long term. One of the biggest challenges in training is that it often feels like a one-off event.
Catastophize and Take Responsibility
Turn Conflicts into Conversations: Admitting Mistakes Effectively
When you need to tell someone about a problem that could have been avoided, here’s a way to ease the pain for everyone. BEFORE you explain what happened, admit up-front how serious it is, that the other person has every right to be angry, and that you are accepting full responsibility. THEN, explain the problem. This approach often prevents the other person from over-reacting because they don’t feel obligated to point-out the ramifications or who’s to blame. You’ve already done that for them.
Team Building: How fancy meals can backfire vs. what actually works
Why Traditional Team Building Fails and What Actually Works
In this video, I discuss a common approach to team building that often proves counterproductive, and I share a more effective strategy to foster a cooperative, motivated, and content team. To build a truly cohesive team, prioritize shared goals and customer experience. Teamwork will follow as a natural byproduct.
Embracing Your Critics
How to Navigate Disagreements with Customers or Coworkers
When you disagree with a customer or co-worker, consider using the “feel, felt, found” formula, created by Ron Willingham. The way it works is that you respond to the other person’s opinion with, “I know how you feel, I felt the same way. And then what I found was… (then explain how you arrived at your conclusion).” “Feel, felt, found” enables you to redirect another person without harming their pride.
Start your Day Strong: Motivation Tip for a Positive Mindset
How to Work Smarter by simply Tweaking your To-Do List
In this video, I'll explain that focusing on the most impactful tasks at the beginning of your day, you set a positive tone for the rest of your day and ensure that you’re making meaningful progress.