Monthly Archives: April 2013

How Do Leaders Effectively Deal with Incivility?

by Cindy Stradling CSP, CPC

More and more I am hearing from leaders the challenges they are experiencing with workplace incivility.  This wasn’t a term I had really heard too much until recently.  Wikipedia defines it as “low-intensity deviant behavior” with ambiguous intent to harm the target. There is a difference between harassment, violence and incivility.  The behaviours that are normally associated with incivility include insulting or rude comments, telling lies about other people, spreading false rumors, social isolation and just plain bad manners.

So what is the leader of an organization to do? Don’t they have more important things to attend to then what some might consider petty. Nothing could be further from the truth. This type of behaviour can have a negative impact on morale, relationships and ultimately the bottom line.

One of our alliance partners has been working with a number of organizations in both the public and private sectors, bringing awareness and education to their organizations.  For those companies who are working with her they are experiencing higher levels of engagement and productivity, not to mention happier employees.

According to The Cost of Bad Behavior by Christine Pearson and Christine Porath, it is far more widespread than people realize—and incivility in the workplace has devastating effects. Here are just a few of the statistics from their research study of 800 employers:

• 96 percent have experienced incivility at work
• 48 percent of employees claim they were treated uncivilly at work at least once a week
• 10 percent said they witnessed civility every day
• 94 percent of workers who are treated uncivilly say they get even with their offenders

What a actions and behaviours are considered to be uncivil in the workplace?

• When an employee deliberately destroys an employee’s reputation
• Telling lies behind someone’s back
• Being obnoxious or rude
• Not providing all the information when they have it (purposely withholding)
• Even simple things like: not use manners such a please and thank you, interrupting or ignoring, checking text or email messages in a meeting, or arriving late to  a meeting (generally overall being disrespectful of colleagues, managers and sometimes even customers)

There is a lot of time and money invested every year by powerful leadership teams who want to create a more engaged workplace and it can be a waste of time and resources if the culture is not one of respect.  Teams that work in an environment that is disrespectful, often experience higher levels of stress and lower morale.  Sick time increases and in some cases it can create angry employees prone to outbursts.  Creating a civil workplace is not only good for the employees it is good for business and customer service.

Here are a few tips on how to create a more respectful workplace:

1. Increasing Awareness
By recognizing that incivility is an issue, it is time for the leaders to step up, acknowledge that it is happening and educate your employees.  A lot of people don’t realize what is actually going on and causing them so my frustration at work. Leaders need to talk about what it is and what it looks like. There is a lot of research on the impact of incivility, this information needs to  shared.

2. Workplace Standards Need to be Created
Create and publish clear, written standards for acceptable behavior and not acceptable behaviour. The Leaders in your organization must participate fully in the creation process and most importantly model the behaviour they want to see.  Emphasize the importance of consistency in the respect for employees. It is a great idea to include civility as one of your values.

 3. Training and Coaching
This step in critical to raise awareness as some folks may not view their behaviour as uncivil.  Making sure employees know with certainty what is considered acceptable behaviour and what is not.

 4. Open Communication and Feedback
Effective leaders know the importance of open communication and feedback. They need to set the standard and demonstrate what that standard looks like during every day activities.  Employees need to feel safe in providing feedback at those times when incivility takes place.  This is critical to the success of the program.Working in a civil workplace is good for workers, customers, leadership team and the organization as a whole.  Many organizations are making the creation and maintenance of a respectful workplace standards part of their goals and values.

12 Top Best Practices for Successful Sales Professionals – Part Three – by Cindy Stradling CSP, CPC

Continued from Part Two

7) Talk to the Decision Maker – I know this sounds obvious but it can be tricky at times to get to speak with the senior person who ultimately makes the decision. Decision makers are busy people and have people to support them in a variety of duties, including screening incoming calls.  It has been my experience to make friends with the assistant as a first step.  If you can’t speak to the decision maker first hand, I will start to develop a relationship with their assistant.  I recently confirmed an account with a large financial institution because I did just that.  It was over a year before I was able to get in front of the decision maker.  The VP said she admired my persistence.

8) Pleasant Persistence Pays – if there is one best practice that has yielded me the most results, it is being pleasantly persistent.  I havea system of staying in touch with people that helps them keep me top of mind.  I know that often when I am cold calling there is very little chance that the prospect would have a need for training when I call. (in fact I read recently it was a 3% chance that the person I was calling would have a need at the exact time I placed my call)  I have a very soft approach and because I am so lit up about the value we deliver and the benefits of working with me.   Often the prospect is curious about how Athena Training and Consulting could help them and are willing to meet with me.  My introduction meetings are very short and people are so pleased that I called them.  I provide them with a unique one-stop solution that simplifies their process.  I simply love sharing what we offer and I know what a difference it can make.

9) Objection Handling –Accepting that objections are simply part of the sales process.  Knowing your top three or four objectives and preparing to handle them is one of the keys to ongoing success.  Often people’s objections are a signal that they either don’t fully understand how your solution will solve their problem or they want more information.  With some people their automatic first response is no. Years ago I lost a big opportunity because I wasn’t fully prepared to handle the objections that came up in a sales presentation.  I learned from that experience and now I do my best to assess any possible objections and I put them right up front in the presentation.  I deal with them before they even come up.

An Evening with Oprah

In my last blog I shared my exciting news that my family surprised me with an early birthday and Mother’s day gift – two tickets to see Oprah at Copps Coliseum in Hamilton.  I did not have the opportunity to ask my question, but the exercise of thinking about it was beneficial.   I am now going to find a way to ask it anyway.

My sister and I left inspired and I am excited to share with you my biggest take away(s).  Even though most of what Oprah said was not new to me, it was a great reminder to get and stay connected to who you are.  I have watched her shows for the past 25 years and have learned a lot from them.  This evening was a great reminder for me to re-connect to the things that are most important in my life.

For those of you in a leadership role and want to become a more inspiring leader this tip is for you!  Oprah shared that whenever she does interviews for her life class show everyone asks her the same question after the interview is over.  Famous people like Obama, Steven Tyler, Bon Jovi and others all ask “How did I do?”  or “Did I do OK.”  This confirmed for Oprah (and me as well) that each of us as human beings want to be acknowledged and know we did a good job.  Oprah shared that all humans want three simple things: to be heard (to know that they were really listened to), to be acknowledged (this is our deepest need as a human) and to make a difference (to know that our life matters).  Do these three things as a leader and you have the tools to build a powerful team.

This confirmed what I have read about effective leadership, to acknowledge and listen to your employees is more powerful than more money.  It seems like a small thing but it is one of the most powerful leadership qualities. 

Another question Oprah asked was “Who Are You?”   Not your job, your roles or responsibilities but who are you?  She shared that for as long as she can remember she is the Whisper of God (or Universe or whatever higher power you believe in, or not).  This is who she is, not what she does. She does many things.  I have been thinking about this for myself since Saturday and have spoken with a few of my friends and colleagues.  For me I am a “connector” in every area of my life.  I can see it and feel it.  What about you, who are you?  There is a trend now for leaders to “brand” themselves and this is in alignment with this.

Oprah also shared about the importance of being present.  We hear it all the time “Be Here Now.”  If you want to be a more powerful leader in your life, whether it is exercising self leadership or leading others it is critical to be present.  Learning techniques such as meditation will help you be more connected and in the moment will also help you further develop as an inspiring leader.  She also shared the importance of an attitude of gratitude.  We have so much to be thankful for and often we take things for granted.  Take the time each day to either journal or verbalize the things you are grateful for. 

I taped the show and once I listen to it I will share other insights in future blogs.  Whether you like Oprah or not, her life lessons and the life lessons of her guests can be applied to everyone.

Everyone is in Customer Service

by Cindy Stradling CSP, CPC

We are all in customer service.  It doesn’t matter what position you hold within an organization you can affect the customer experience.  Often it is an indirect impact, but you can affect the overall experience just the same.  Since we start the Athena Alliance we have had many situations where we provided customer service training to internal departments.  A recent example of this was a service company who was having difficulties between the various departments and the finance department.  The finance personnel didn’t realize the impact they were having on the other departments ability to service the customer in a timely manner.  After the training, things improved drastically.

Everyone in an organization should have customer service excellence as a focus. Customers have many choices these days and depending on your industry they can move their business without too much difficulty.  In sales we always talk about the importance of building rapport and trust. It is equally, if not more important when it comes to the service we provide our clients.  Without our customers we have no business. Everyone needs to understand this!

I am sure I am no different than anyone reading this blog and have come to expect the employees of the companies I deal with to treat me with respect – all the time, not once in awhile. I have read many stories over the years about how some hotels have empowered their people to “go the extra mile” when needed.  Companies that adopt this philosophy don’t make excuses, pass the buck or point fingers when a customer calls to complain.  Their staff does what it takes to WOW their customers.  This doesn’t mean you will do everything your customer asks (especially if it doesn’t make good business sense for your organization), but it does mean the customer has the experience of being heard and respected. It is extremely important to tell the truth even if it isn’t what the customer wants to hear.  I have had the experience where I have literally had to chase a customer service person for three weeks only to find out they couldn’t help me.  What a waste of time and energy.  I would never consider doing business with them again.  I would have stayed their customer if they had said right from the beginning it wasn’t something they did.  I could have gone elsewhere and still felt OK to continue with them.

Take a minute now and close your eyes.  Think about an exceptional customer experience you have had in the past.  What made it so special?  Do your customers experience service like that from your company? If not, what has to change?  Who needs to be involved to make the change?

How often do you ask your customers about their experience?

One of my personal pet peeves (maybe because I am a boomer) is when everything is automated, when there is no phone number to call in the event I have a problem. Sometimes the phone number is so buried on the website it is next to impossible to find.  I say put it front and center!

I have listed three keys to delivering exceptional customer service every time!

1. Learn what can be a hindrance to good service first.  Are there systems or policies and procedures that affect the ability of the customer service rep to perform at their peak?
2. Ensure everyone has adequate training.  Make sure your employees know how to handle difficult situations, upset or irate customers.  This is critical when the emotions are high.
3. Have aone-touch approach. What I mean by this is when a customer calls, that as much as possible they are not passed from one department to another.  It can happen of course from time to time but it should be the exception not the norm.

The old saying “treat people the way you want to be treated” may not apply anymore.  The newer version of “treat people the way THEY want to be treated” is the better approach.

Remember your customers are your best advertising, make them brag about you!

What would your question be?  by Cindy Stradling CSP, CPC

I love surprising people and being surprised.  I got a text from my oldest son Clinton this past week asking me to come out to his house on Saturday for lunch.  I was a little hesitant as I had already made a commitment for later that day. I agreed advising that I had to leave by 3:00 pm.  When I arrived there was flurry of activity with people painting, sanding and hanging cupboard doors.  (They are prepping their house for sale).   After greeting everyone, I wondered why he wanted me there at that time.  A few minutes later my four grandchildren came running up from the basement, giving me lots of hugs (one of the many perks of being a grandma). 

Clinton asked me to sit in a particular chair, which I promptly did.  My daughter-in-law had her iPhone ready to take pictures, I knew something big was coming.  With my two sons, two daughters-in-law and four grandchildren gathered in front of  I was told to reach under my chair there was something taped to the bottom of the seat for me.

I reached under the chair and found 8 ½” x11 “sheets of paper folded in half.  I removed them and when I opened the pages, I was totally and completely surprised!  I couldn’t believe I was reading what I saw on the front page, a picture of the woman that has motivated me personally over the years.  It was Oprah Winfrey. 

I had two tickets to see Oprah the following weekend.  OMG!  My family knows how much I love her and have held her as mentor and inspiration in my own life. It was so clever of them to put the surprise under the seat the same way Oprah did on her show.  I called my sister right away to tell her she was coming with me. The most amazing part of being able to spend an evening listening to her share her stories and insights, is there is a question and answer period at the end.  We get to ask her a question.  On the drive home my mind started racing, what should I ask?  Should I ask a personal question, a business question or something deeply spiritual?

My question to you; what question would you ask if you had the opportunity to ask your most trusted and respected leader?

If you had the opportunity to speak with Oprah, the Dali Lama, President Obama or an inspiring thought leader, what would you ask?

I have changed my mind several times since I started to ponder my “question” and it may change by next week.  For today my question is “I am co-writing a business book for entrepreneurs and how would I get you to read and endorse it?”

I will let you know how it goes next session and the question I asked.  In the meantime think about your own question and who you would ask.  Then ask yourself “How can I make this happen?”

What Difference Does it Make Anyway?

by Cindy Stradling CSP, CPC

Experts tell us that when we meet someone new they assess us in the first seven seconds.  Not a lot of time to make a great first impression.  First impression blunders can be avoided with preparation.  Although it only takes seven seconds to make a great first impression, that impression can be undone just as quickly if who you are after the meeting is not congruent with who you present yourself to be.

Savvy business people can usually detect when something doesn’t quite fit.  You may impress a client, boss or potential employer with a dazzling presentation, but if you are not able to deliver after the initial meeting, the positive first impression will be lost. In fact it can have a very negative impact on future interactions. Integrity and authenticity are your biggest assets.  The ten minutes following the initial meeting can deepen the connection significantly.

Be professional in all business situations. Your reputation is very important to creating long term trusted relationships.  Here are six tips on creating and maintaining a positive first impression:

1. Have a friend or colleague provide a personal introduction whenever possible.  This will help build credibility even before the meeting.  A personal introduction can greatly increase your chances of a successful connection, no matter the reason for the introduction in the first place.

    

2. Take the time to learn about the person/people/organization you are going to meet with.  With the easy access to information on people and organizations through the internet and social media, do your homework and find out as much as you can about them before the meeting.

    

3. Be sure you have a clear objective for the meeting.  Let the other person know the purpose of the meeting.  This will help guide the conversation and keep the questions in line with your objective.  No surprises.

    

4. Be confident and knowledgeable without appearing a braggart.   Professionals expect other professionals to be knowledgeable without being a know it all. Asking questions and sharing will build rapport more quickly than a long dissertation about what you know.

    

5. Do your homework and dress appropriately for the occasion. This might seem obvious but often it is ignored.  Your normal business casual attire may not fit in all environments.  Check first.

    

6. Be punctual, use good manners and smile.  Being on time says a lot about who you are and how you live your live. It is absolutely imperative if you are to make a great first impression.  Always say please and thank you, sounds obvious and again not always done.  A smiling face is more appealing and easier for a new person to connect with.  Show your pearly whites!