Posts tagged “resilient leadership” (Page 2)

The more you learn about the people surrounding you, the better you will become at developing their skills, your own skills, and the better you will be at satisfying your customers. One of the most important pieces of being a good leader is being a good communicator. And, one of the most important aspects of being a good communicator is being able to ask great questions.

Knowing What to Ask

Asking the right questions helps you to get to the bottom of a situation, so that you can learn from it. This aspect of asking questions involves the “who” “what”, “when”, “where” and “why” that helps you to truly understand the situation. Asking the right questions involves digging deeper to understand the reasons behind the simple answers.

Learning to ask the right questions can help you to get to know employees and customers better, so that you can target your conversations and actions for the future, as well as helping you to focus on the important details of right now. Alternating factual questions with questions about feelings and perspectives will help you to get to the bottom of any situation. You’ll learn more about how people think and about their culture and belief systems, since these things affect their overall behavior and perspective.

Knowing How to Ask

Asking the right questions is important, but so is asking the questions the right way. When you take the time to phrase questions properly and ask them in the right tone of voice, you are certain to get more and better information. It is important to make your audience feel comfortable. When others are threatened by your questions, or how you ask them, you’re certain to miss out on some of their reasons, their concerns and their motivations. Keep your tone calm and friendly. Learn to mask irritation in your voice and facial expressions that give away your thoughts.

Body language is also an important part of knowing how to ask questions. Pay attention to your posture and how you hold your body when talking to others. It is critical to not look or sound confrontational when asking questions.

Asking the right questions in the right way can help you develop into the leader and communicator you desire to be. As you learn more about those you work with, you’ll find more and more ways to improve yourself and your business.

As a leader, there are many obstacles that can get in your way of success. Problems with employees, financial restrictions and even customer problems can slow you down and impede your progress. However, there’s one other obstacle that might be holding you back that you never even thought of. It’s yourself, and the ways you may be setting yourself up to fail.

Here are some common examples of how we get in our own way.

1. Overcommitting. When you commit to more that you can accomplish, you set yourself up to always be behind in your work. Establish limits so that you can finish what you start. Don’t say yes to another project just because you feel bad saying no. Find others you can delegate projects to so that you can focus on your most important tasks.

2. Poor time management. Are you always late? Do your appointments always run long? Are you often at work late because you don’t feel as though you’ve accomplished anything? Get a schedule and stick to it. When you manage your time effectively, you will be far more productive.

3. Micro-managing. It’s critical to learn to delegate. Many leaders make the mistake of thinking that no one can do things as well as they can. It is imperative to learn to turn a job over to someone else and let them do it their way. It is ok to expect results, but when you attempt to manage every piece of how a project gets done, you get in the way of your productivity and the productivity of others.

4. Lack of organization. When you are disorganized, you cost yourself time, and often other resources, as well. Plan your day ahead of time, and keep your work in an orderly fashion so you can always get right to work.

When you streamline these four areas of your work life, you will find that you are far more productive than before. It is critical to ensure that you set yourself up for success, rather than become your own worst enemy.

One of the most common problems for business people managing multiple priorities is lack of focus. When there are many things that need to get done, it can be easy to bounce from one task to another, without ever finishing anything. This approach leads to many problems, including missing deadlines and poorly executed work. In addition, this approach can lead to frustration, since you never feel as though anything is accomplished.

Learning to focus on one task at a time can have an amazing positive impact on your productivity. There are several ways you can help yourself to be more focused, so that each task in your day gets ample time. Here are some suggestions.

1. Structure your day. Use your calendar to block out times for the “must do’s” in your day. You can more easily focus on other tasks when you know that your most important tasks have ample time allotted.

2. Limit your time on less important tasks. We all have those tasks that need to get done, but which do not have to be completed in one day. Set aside some time on your calendar to work on these things, but when the time is up, move on to the next item on your calendar. By working on these items consistently for a defined amount of time, you will stay caught up, still leaving enough time in your day for the most important tasks.

3. Limit interruptions. One of the biggest things that causes us to jump from task to task is interruptions, or “emergencies”. It is critical to have some time set aside during the day where you will not answer the phone or accept other interruptions. This time will be your most productive.

4. Make a commitment to finish what you start. People commonly leave tasks at the ninety percent finished point. Make sure you finish some things everyday. Finishing a project and being able to mark it off your list is a powerful psychological boost and will help fuel you forward.

Clear focus on one task at a time can greatly improve your productivity. Adding some structure to your day, minimizing interruptions for a period of each day, and using your time wisely for your most important tasks can help you find the focus you need to get your job done effectively and efficiently.

Even the greatest achievers have seen great failure from time to time. In fact, most of the greatest achievements were realized after multiple attempts. Over the course of your journey there are bound to be times when you have to pick yourself up and start over again. It is important to learn how to get yourself back on track whenever you’ve seen a setback in what you’re trying to accomplish. Here are some tips to get you going.

1. Evaluate what happened. It is important to pinpoint exactly what got in your way of achieving your goal. Look at items such as equipment, knowledge and expertise, time and resources. Make a list of these items so that you’re able to correct them before you move on. Be critical. This is the time to be brutally honest about what did not go well.

2. Make a list of what you did right. It is just as important to document the successes in the project as the failures. These successes give you a blueprint to use going forward. Each attempt should be a little easier because you are never starting from square one after the first time. Sometimes it may seem as though you are completely starting over, but you always have experience to bring with you.

3. Make adjustments. Using your list of successes and failures, document the changes you need to make to be successful the next time around. Include a timeframe and schedule to help you stay on track. Eliminate processes and resources that were an impedance to progress, if needed. Gather new resources identified in the evaluation process. Be realistic as you’re moving forward. Some of the things you need may simply not be available or may be outside your budget. Determine how you will get around these constraints.

4. Don’t get discouraged. Few people succeed in anything extraordinary the first time around. Your last attempt may have given you just the information you need to be successful next time.

Celebrate every success and learn from every failure. Use these to give you fuel and information for the next go round. Nothing great was ever achieved quickly or easily. Stay strong and you’re bound to be working toward something amazing.

As you move into a new business or personal venture, it’s likely you feel a need to be agile and flexible. While the ability to shift focus and priorities as needed is important, it is also important to stick to those routines and rituals that are important in your life. Many people fail to recognize how rituals can keep us focused and balanced. Here are three benefits you can gain from sticking to important rituals in your life.

1. Rituals can reduce stress. Many of your routines have a calming effect. The few minutes you spend reading the newspaper in the morning may be just what you need to clear your mind for the day. The five minute check-in with your spouse at lunch time everyday may serve to keep the two of you connected, helping you to focus on other tasks the rest of the day.

2. Develop healthy rituals. Many of our rituals are inherently healthy. From a morning shower to stretches before bed, routines that are designed to keep you strong are critical to health and happiness.

3. Routines help minimize the strain of change. When much of your life is in flux, it is very comforting to have a few things you can count on. Just like your best friend or your favorite pillow, your favorite rituals serve to give your life continuity in a sea of uncertainty.

You may not give a lot of thought to your rituals, but it might be time to consider how these make your life more comfortable and stable. Have you let some of your favorite rituals take a back seat during busy times at work? If so, have you felt greater stress levels or lower levels of satisfaction in your life?

Take the time to put some of your most important rituals back in your life. If time is limited, evaluate which rituals and routines provide the most satisfaction, and start by incorporating those. You might be amazed at the improvement you see in your satisfaction both at home and at work.

We all understand the basic human needs for life that include food, shelter and clothing. But, did you know that there are six emotional human needs that we also require for our happiness? When you have an understanding of these six human needs and set out to ensure that you get each of these in your life, you can help ensure that you live a more fulfilled and satisfied life.

1. Uncertainty/Variety – Though most of us desire security at least to some extent, it is the uncertainty that keeps our adrenaline flowing. Each of us need different levels of uncertainty and risk, but we all need it. Whether your uncertainty needs are met by taking on new business ventures, gambling or simply trying something new every few months, it is important not to neglect your need for excitement.
2. Connection/Love – Each of us also needs human connection and intimacy. For many, this is found through romantic relationships. However, most of us thrive when we have a variety of connections in our lives, including romantic relationships, family relationships and friends.
3. Significance – Humans need to see that their lives have significance. Each of us seeks this significance in different ways, with some people putting a great deal of importance in leaving a business or volunteer legacy, while others get their fulfillment from raising children. Though the ways we seek significance vary, each of us wants to know that our lives have been meaningful to the world.
4. Growth – Humans are meant to evolve and change. We are happiest when we seek new opportunities to learn and grow. Stagnation creates unhappiness.
5. Contribution – Each of us wants to contribute to the world around us, through our families, our communities and our workplace. When we can give to another human, we gain fulfillment.
6. Certainty – Though we love variety and risk, humans need some things in life we can count on. Too much uncertainty breeds anxiety. Each of us takes comfort from the things we know we can count on, like the continuity of long-term relationships and the peace of mind we get from simple practical matters like saving money or owning our home.

As each of us seeks to increase our resilience for handling the curves life throws us as well as our success in our professional and personal lives, it is helpful to take occasional stock of where we are in having these six needs met. When you have a dose of each of these in your life, you are well on your way to feeling fulfilled and happy.

Even the most composed professionals can lose their composure when it comes to handling irate customers. It’s fairly normal for leaders to put off making those calls we know are likely to end in an unhappy customer. Even worse is being blindsided by an incoming call from a customer who is already worked up.

This is another area that requires resilience. Business owners and managers cannot afford to avoid talking to unhappy customers. It is always important to try and make customers happy, but there will also be times when the customer simply cannot have what he or she wants. Here are some tips to make dealing with difficult customers a little easier.

1. Know the facts. Go into any conversation with an irate customer armed with the facts, as much as possible. If a customer calls in and you need time to get the facts, it may be better to set an appointment to call the customer back. If you must do so, be diligent about keeping that appointment.

2. Hear the customer out. In many cases, the customer just wants to be heard. If you are so busy trying to explain the “policy” to them that they don’t get to vent, you’ll have little success in turning them around.

3. Remain calm. In no case is it permissible for you to show your frustration. Doing so will only escalate the situation.

4. Offer a solution. If you can’t give the customer exactly what he wants, offer a solution that meets the customer halfway whenever possible. This will go a long way toward keeping the customer on the books.

5. Know when to say when. There are some people who just can’t be made happy. These are rare, but it’s important to know when you’ve met one. Sometimes, it is best to part ways amicably rather than continue to deal with someone who is completely unreasonable.

Every business will have irate customers. Dealing with them can be one of the worst parts of your job. However, turning one around into a happy customer can be one of the most rewarding parts, too.

Sometimes, we’re our own worst enemy. We often set ourselves too many higher standards than those we create for others. As we work to become more resilient, we have to learn to tackle that internal critic, just as we tackle the external ones. Here are some things to focus on if you want to make best use of your internal critic.

1. Listen objectively. When you criticize yourself, are you using the same measurements you would for others, or do you criticize yourself much more harshly? You won’t build resilience by being overly critical. Rather, you will wear yourself down, just as you would wear down others by being too critical of them. Don’t ignore the things you need to change, but recognize that we all have things we need to change.

2. Learn and move on. Don’t dwell on mistakes and failures. If these have provided you an opportunity to grow and improve, then count them as lessons and move on to the next task.

3. Track your improvement over time. One way to keep your inner critic in check is to take a look at how your habits, skills and behaviors have changed over time. If you’re constantly improving, then the mistakes you’ve made have all been for good.

4. Start each day fresh. Don’t go into today harboring yesterday’s mistakes. See each morning as a new beginning. Focus on doing well today. This will not only make you more resilient and increase your chances of success, but it will increase your mood and demeanor with others, too.
5. Share. Use your mistakes and lessons to help others. This is the mark of a true leader. It also helps you to cope with your mistakes better because you can see your lessons teach others, too.

We all make mistakes, and many of us judge ourselves too harshly. When you attack your goals with realistic expectations, and a desire to learn from every experience, you’ll become more resilient and more successful,too.

We all know that modern technology and systems can be a two edged sword. We love the efficiencies we gain for 90% of our time. However, when technology fails, our work can completely shut down, leaving us frustrated and unable to complete even the most basic tasks. As a leader, it is critical to remain calm in the face of technology that isn’t working the way we expect. Here are some tips to help you through it.

1. Have a plan. Even if technology failures are few and far between in your business, it is important to have a plan for how you’ll handle them then these occur. Make a list of the “must do” tasks that have to be completed even in the event of a shutdown, and then create a manual process for completing these tasks. Since most shutdowns are short lived, it isn’t necessary to have a back up plan for everything. Know what can wait, and what can’t.

2. Make sure employees are trained. Even if you have the best back up plan, you’ll have chaos if employees can’t jump into action quickly when needed. Be sure employees receive training on how to do their jobs during failure, and be sure they know who is responsible for each critical task.

3. Keep updated. It’s easier to contain your frustration when you know the end is in sight. Keep up to date on the status of the problem, and report regularly to your employees. Stay calm and avoid getting too agitated about the problem. If you are calm, your employees will be too.

Knowing how to talk to customers in the event of a technology failure is critical. It is important that they not become alarmed, and that your employees not show their own frustration to the client. It is equally important that your employees set the right expectations with customers, and follow up promptly once technology is restored.
Technology failures can incite panic in even the calmest professionals. The key to remaining calm is having a plan and knowing how to execute that plan. A little planning ahead helps you prove just how resilient you can be in the face of a crisis.