Hiding Won’t Help
It’s not just managers and supervisors who hide out and don’t communicate with others. Many employees do exactly the same things–then wonder why they feel out of the loop. If you want to be part of things you can’t be apart from things. (Which is easier said than done in some cases, but worth making the effort. )
Purposely make time every day to move about and say hello to your own section and to people in other sections of your work as well. Not long ago I was talking to someone who kept referring to the lack of communication with the people on the “other side.” I almost thought she was referring to those who have passed on from this life because she seemed to be mournfully certain she was unable to communicate with them. It turned out it was the other side of a partition in the room, which required walking out the door and immediately back into an adjacent door. But, she said, those from “the other side” rarely communicated with her group and vice versa. What a shame!
Consider those in other sections or units to be your internal customers. Commit to establishing positive relationships and showing your value and the value of your team.
Be reasonable and thoughtful about the time you use and take. A very brief and smiling greeting for only a few minutes once a week or so is about all that is needed. Avoid long conversations and conversations that take the focus away from good work. A man to whom I was mentioning this idea said complained that he didn’t mind a few minutes of greeting but that many people just come in and hang out to either joke around or complain about business. He’s removed the chairs to reduce that tendency.
You’re busy, of course. However, effective work is about relationships. Take the time to build those and many other things will work out better. Give it a try starting today. Get up, get out and reach out.
April 25th, 2011
Posted by
TLR |
Life and Work, Personal and Professional Development |
2 comments
Another potential barrier to clear, complete, courteous communications.
There’s been a huge increase in the use of smart phones (mobile phones that offer advanced technology not available on standard phones) or semi-smart phones (not quite so advanced but still capable of sending and receiving emails, communicating on social networks and a few basic applications.) Email was problematic enough–now we have a whole new set of challenges!
Here are a few reminders, although not an all-inclusive list. If you have some additional ideas, let me know.
1. If you will be at your computer within a few hours but want to contact the sender immmediately, send a preset response message (develop several to fit a variety of situations.) “I received your message on my phone. Will reply fully later.” You can go to the front of that preset message and insert the name. “Bill, I received your message….”
Or, you can add a personalized sentence or two. “I want to give this a full response, Jan, so I’ll be sure to email you today.” “Thanks for the contact, Bill. I’ll email within the hour.”
2. If you must respond more fully right away, have a preset message to explain your status. “I’m using my mobile phone for this response, please forgive any formatting errors.” That may help to explain misspellings, missed punctuation or anything else caused by the method of communicating. You may want to add that you’ll follow up when you’re at your computer.
3. If you are sending an email message you know will go to someone’s mobile device, keep it brief to limit the amount of scrolling and screen advancing the other person has to do. Using an executive summary paragraph (all the significant details, kept very brief) is very helpful. Consider letting the receiver know there is more. “John wants everyone to meet. Contact me when we can discuss in detail.”
4. If you have a very, very smart phone, remember that others may not. Some mobile devices are much more user-friendly than others. Don’t judge too harshly if you and someone else are communicating for business and it appears you’re being answered in a curt way or that there are noticeable spacing and formatting problems.
When you are sending messages from your mobile device, remember that some one word or one sentence messages are no more appropriate in writing than they would be in person.
5. Follow up with regular email or phone messages in which you can use more courtesy phrases and sound less curt. You can accomplish a lot in short messages, but you can’t build relationships, credibility and trust that way alone.
Quick messages by text or email are needed on many occasions, but they can’t take the place of full conversations. On the other hand, they may help you develop good habits about your messages. If you know someone is having to purposely go to six screens to read your excessively long email messages, you might edit it a bit better.
6. Use standard spelling if you are writing for business. Ur instead of your or you’re is never acceptable for a business message. Proof quickly to make sure you used capital letters and punctuation correctly.
7. Send a test email and a test text message to someone who has a phone that is less or more sophisticated than yours, so you can see the differences. Consider what adjustments might be helpful on any mobile device.
Any other ideas?
April 16th, 2011
Posted by
TLR |
Life and Work, Training, Technology, Blogs, A/V etc. |
2 comments
What Could Someone Who Appreciated It, Do With Your Life?
Try this to gain a renewed energy for what you can accomplish, just as you are: Write a description of the most positive attributes about yourself, your life, your personal situation, your health, your fitness, finances, friendships and the other main aspects of your life. Leave out anything negative and only describe the positive. (As if you were writing a description for e-Harmony or a new job!)
Look over that list of the best things about you and consider what a reasonable person would say could be accomplished with the person you have described. Are there some people who would love to be the things you are and to have the things you have? What would a highly motivated person do with your life? What could you do in the next few hours, few days or few weeks, to make the most of the best parts of the life you have? If someone else was going to take what you have to the optimal level, what would they need to eliminate, replace, do more of or emphasize?
Another Exercise To Get You Moving
If you hired someone to manage your life and maximize your chances for health, happiness and success, what would they likely suggest that you do, not do, do more of or do instead of, what you are doing now?
Ralph Waldo Emerson said, “Our chief want in life is someone who will make us do what we can.” Be that person for yourself. Consider working with a coach or counselor, a friend or group who will remind you, guide you and push you when you need it.
The main thing is this: You have enough in your life that someone would envy you. You have enough that someone with good judgment and focus could do great things with it. Appreciate that and resolve–then follow through–to do as much as possible with what you have. There is a thought, attributed to several writers, most notably Mary Anne Evans (George Eliot): “It’s never too late to become what you might have been.” Believe it and keep moving toward your best dreams and goals.
April 2nd, 2011
Posted by
TLR |
Keeping On!, Life and Work, Personal and Professional Development |
5 comments
Who Are The Favorites At Your Work?
President Lyndon Johnson’s comment applies to the way some managers treat employees:
“There are no favorites in my office. I treat everyone with the same general inconsideration.”
Most other managers have to work at not seeming to favor one or two employees over others. Sometimes there are no favored employees but there are employees who are definitely out of favor and that is even more of a challenge.
What makes favorites?
-
Some people are just more pleasant to be around than others. These employees are often favorites with employees at all levels.
-
When the employee and the manager have things in common outside of work, there is a tendency to gravitate to that employee for conversation.
- If a supervisor or manager has had a long and positive history with one or two employees there tends to be a connection and loyalty.
-
Some employees have proven themselves to be more dependable, trustworthy and skillful than others, so it’s logical for the manager to seek their thoughts first.
-
Some employees have ingratiated themselves to managers by being a source of information about employees or by saying what the manager wants to hear. Sometimes there are inappropriate personal relationships.
Even if every employee is equally competent and pleasant and there are no nefarious circumstances, a supervisor or manager will probably have an affinity for one or two employees over others because of shared work experiences, similar communication styles or for some other reason. (The same thing applies to coworkers.)
How is it shown? Usually it’s very obvious who the favorites are at work. Sometimes its not a cause for conflict, but carried to extreme it nearly always is. That’s why supervisors and managers need to avoid the actions that send that message:
-
Frequent lunches or breaks with the favored employee and rarely with anyone else.
-
More conversations, laughing and personal talk.
-
Spending time together away from work.
-
The favored person is often seen in the boss’s office, apparently only chatting or talking about non-work issues.
-
The favored person seems to have more influence and is given rewards in assignments, working conditions or other perks.
-
When the favorite makes a mistake the manager accepts excuses more easily than he or she would from others.
What is the result? The more someone is treated as a favorite and someone else is not, the more likely it is that the individuals involved will do things to reinforce the manger’s feelings. There are other negative results as well:
-
It becomes a source of gossip and speculation, which detracts from the focus on work.
-
Sometime the favored person is rejected by coworkers.
-
Sometimes the unfavored person is pushed out even more by coworkers because they sense the weakened situation.
-
The favored employee often is able to get by with things that others would not.
-
If an employee feels rejected or pushed out by the manager, it can cause anger, frustration or depression. It can create stress and lead to many emotional, health and work problems. Any existing problems will probably get worse.
-
It weakens the reputation and leadership of the manager or supervisor to be seen as playing favorites.
How can a manager or supervisor avoid the appearance of favoritism?
- Be purposeful about communications at work. Ensure that you have a mix of conversations with everyone. Don’t make it all fun with one employee and all unpleasant work topics with another.
- Rotate through all employees for going to coffee or lunch or taking them along to meetings. Go with two employees at a time if you can’t bring yourself to spend half an hour alone with Greg the Griper.
- Watch the non-verbal communication. If you smile at Laura every time you see her, but keep walking when you see Karen, it will be noticed. If you defer to Bob in meetings but usually read your notes when Bill is talking, that will be noticed too.
- Ask for another opinion when making decisions that you know might appear to be for a favored employee or long-time friend or against a non-favored person. Seeking another opinion is a documentable action that can be very helpful if there are questions about your decision.
The bottom line: Every workplace is different, so what indicates favoritism in one may not be the same as in another. How to avoid it and fix it may vary as well. The point is to not let your bias toward or against any employee or group of employees be obvious.
You may not feel the same way about all employees; you may have very good reasons for having more positive feelings about one than another; you may not be able to conceal your personal preferences completely. But, it’s wrong and harmful to the workplace to give the impression that you have your own personal caste sytem.
March 25th, 2011
Posted by
TLR |
Challenging and Problematic People, Life and Work, Service to Customers, Clients and Coworkers, Supervision and Management |
5 comments
You can’t knit people to fit your wants, needs and plans for them–but you don’t have to accept socks that don’t fit well or that make you miserable, either.
This could be about accepting people, identifying the challenges of similarities and differences between us and them or just about the fact that we’re all a mixed bag. We aren’t what we want to be most of the time and we wouldn’t know how to make the perfect person for us–at work, as a supervisor or manager, in personal relationships or business contacts–even if we had the raw components and were given Cosmic power to do it. We think we do, but we probably don’t.
Given that fact, we have to accept the other facts: No one is the right kind of person for us all the time. No one says, does and responds the best way all the time. Even the best people can disappoint you and even the worst people can positively surprise you. The key to surviving and thriving is to know when to accept, when to shrug off, when to forgive, when to adamantly complain, when to re-train, when to warn of consequences, when to sanction formally and when to exit them or exit yourself.
One thing is for sure: Although we can insist upon some changes and make them happen if we have enough authority or influence (come to work on time, don’t gossip about coworkers, get your work done in a one day turn-around, don’t use that language, don’t treat me in that way again, flush, etc.), only the individual can change his or her mind and basic character and approach to life–and often that is not very successful.
If you want to know how difficult it will be for you to change someone, try changing yourself. If you want to know how difficult it will be for the other guy to change himself or learn new habits, try changing yourself or learning new habits. Translate your fifteen pound weight gain over a lifetime–the one you can’t seem to get rid of now because you eat too much and don’t exercise enough–into some of the habits and behaviors of the employee who doesn’t get work done on time or does poor quality work, creates conflicts in the office or gets repeated complaints from customers. Do you think he or she will change unless the penalities are so great there is no choice?
Decide
Decision times are tough. But once you’ve made the decision, keeping at it is all it takes. In my classes about working with challenging employees I often have each participant talk to their desk partners about the most challenging employee with which they are dealing. They are supposed to end that conversation by saying, “Here is what I am doing about it when I get back to work.” Invariably some participants laugh through that part as though they know it’s impossible and it’s a joke to even consider it. It becomes obvious that one or two want tips and techniques that don’t require them to do anything overt about the employee’s behavior or performance. Sadly, they will require everyone else to put up with a problem employee in order to avoid the discomfort of doing something about it. So, who is the biggest challenge in that situation?
The bottom line: Ask for changes when you can. Insist upon them when it is possible. If you are a coworker, document your complaints, go to the right person about them and ask for an investigation with the goal of change; if you are a supervisor provide assistance, encourage and support, correct and encourage again. But, if those things aren’t at least starting to work after a reasonable amount of time for the situation (sometimes that’s a brief amount of time, sometimes a longer amount) you will need to do something that might make the other person uncomfortable, resentful or very angry. You may have to unravel his life and work, to use the sock analogy, to get the change that is required. That is when it’s time for the Davy Crockett advice: Be sure you’re right, then go ahead.
March 6th, 2011
Posted by
TLR |
Challenging and Problematic People, Life and Work, Personal and Professional Development, Supervision and Management |
9 comments
If you succeed in life, you must do it in spite of the efforts of others to pull you down. There is no truth to the idea that people are willing to help those who help themselves. Only God is willing to do that. People are willing to help a man who can’t help himself, but as soon as a man is able to help himself, and does it, they join in making his life as uncomfortable as possible.
Edgar Watson Howe, 19th century writer
Edgar Howe’s cynical comment may be a bit excessive, but he may have been writing about personal experiences. If you’ve ever felt unfairly attacked, you can relate. If you’ve ever purposely tried to pull somebody down, maybe thinking about how it presents you to others will make you stop when you’re tempted to do it again.
Do you stab people in the back at work?
The one thing no one will admit to being is a back stabber. Probably most people don’t intend to be. Nevertheless, there is something in the human nature that is irked by the successes of those we don’t much care for–even the successes of those we do care for, if we consider them competition. We often show it by saying something to diminish the accomplishment or the character of the person involved. Or, we say something untrue or exaggerated to reduce someone’s influence or to create ill will on the part of others.
Honorable Statements Instead of Stabbing
Watch for that in your conversations and actions. If you’re expressing an honest critique and you have examples to back it up, say it if it needs to be said. If possible, make sure the person you’re talking about knows how you feel. If you’ve been asked for the truth and the issue is important, give your opinion and why you feel that way, then point out the perspectives others might have.
Otherwise, let your friends as well as those who aren’t friends be successful. Let others find out the truth about them–or not find out. Whatever you do, don’t say nice things to someone’s face then viciously stab them in the back when they turn around. Loyalty to friends and integrity about enemies are crucial for ethical behavior.
You may not be so saintly that you will push the agenda of someone who has treated you badly. However, you can refrain from creating problems for them, resisting their every effort and finding fault in all they do, just because they are the ones doing it. You may not be able to bring yourself to pat them on the back but you can refrain from stabbing them in it.
March 2nd, 2011
Posted by
TLR |
Keeping On!, Life and Work |
5 comments
When my neighbor and former work colleague, Larry Homenick, wanted to purchase a 2011 GMC Terrain he researched for some time and based on vehicle availability and price, went to King Auto Group in Longmont, Colorado. I went along for the fun of watching someone else spend money. By the end of the day Larry got an excellent deal on a GMC Terrain (Merlot Jewel color) with all the features–and I got to watch the outstanding people at King Auto Group in action. I also saw something that reminded me of how we all ought to do our work.
Good Work After the Sale Was Done
The sale was completed, detailing had been done and I was thinking the car looked shiny, clean and ready to go when Sales Manager, Rich Knowlton walked around the car, saw a bit of dust and tire shine over-spray, and said, “Don’t go yet. I see something I want to wipe off.” Within seconds he was inside and back outside with a towel and cleaner to make the car look perfect. As he moved around the car, doing a last bit of polish and shine, I saw his smiling reflection on the door panel and thought about how he was reinforcing that our work reflects the real us more than anything we say. That is a recurring theme in everything I present and write about (as you may have noticed!) but someone like Rich Knowlton gives a visual image to prove the point.
The King Auto Group Lesson
I had a fun time at King Auto Group. Really! I got cards from Troy Haury, Brad Bohling, Ray France and Ken Paris (the sales associate who helped Larry) and listened to their conversations with customers and each other. I could tell they like working for the King Auto company and that they admire the family who owns it. The company has apparently built a culture that encourages employees to do great work and help people get the kind of car they want for a fair price. Then came the best part–when Rich put the final touches on the car and the transaction.
Your Name, Face and Spirit Are Reflected In Your Work
The next time you have a job do to—whether it is a written project, a call for service, an investigation, an email, a meeting, working with employees or clients–remember the long-standing-but-still-true advice to think of it as being a reflection of the kind of person you are, your ethics and the way you can be trusted to do your work and live your life. While you’re at it, be like Rich Knowlton and smile while you are perfecting your reflection!
February 21st, 2011
Posted by
TLR |
Keeping On!, Life and Work, Service to Customers, Clients and Coworkers |
8 comments
Are you as effective as you say you are?
When most of us talk about our work we are the equivalent of a workplace eHarmony self-description. We are effective, hard working, have a good sense of humor, dislike gossip and have a better understanding of the job than most other people. We certainly know more than the boss.
The reality may be far from all of that, but that is what we tell our friends and family. If they believe us they probably wonder how we are able to tolerate being the only brilliant person in the organization–especially when we are treated so unfairly.
I’m not suggesting that you tell the exact truth to those you want to impress. “Actually, I’m an obnoxious, malingering backstabber who drags everyone down.” I’m suggesting that you become as good as you say you are.
*Do you think you are the kind of person who can solve problems? What’s a problem you’ve effectively solved in the last few weeks? (The key word there is effectively.)
*Do you think you work well with others? When has been a time in the last few weeks when someone else might not have handled a situation well but you were able to work effectively and build a bridge instead of a barrier?
*Do people think of you as a leader? What is a positive thing you have led others to do or be?
*Do you say you believe in personal and professional development? What is a negative trait you have overcome? What is a trait you are seriously working on right now? What have you done to learn more about your work and be more effective in it, other than learning from the mistakes you’ve made?
*Do you think you are an effective supervisor? What are some specific things that you have done in the last week that could provide proof of that?
The bottom line is simply this: Anyone can say how good they are at work. They may even intend to be as good as they say they are. But if there aren’t any ready examples, it probably isn’t reality.
There is as time and place for confident statements about what we do and what we can do. Just be sure you can prove it with examples of what you have done.
February 12th, 2011
Posted by
TLR |
Life and Work, Personal and Professional Development |
6 comments
Every business, office and function has requirements for internal and external customers, clients and vendors to follow. Many of those requirements are a perpetual source of bad feelings between those who are irritated at having to do them and those who are irritated at having to repeatedly ask to have them done. The complaints about some requirements will sound familiar to you, no matter which side of them you are on.
*Some seem to be illogical, impractical, unreasonable, excessively time consuming or costly to those who must comply.
*One organization or office will have a very easy 1-2-3 step process while another has a long, drawn-out, complicated process for exactly the same task.
*Most procedures and requirements are not reviewed or changed, even when the situations change.
*Rarely is an explanation given for a requirement. In fact, “That’s just the way we have to do it” is the usual apologetic comment.
*Requirements that seem to be only a preference without a purpose often become lines in the dirt between people and groups.
*Many procedures and processes were established to fix a problem that happened once or twice but could have been corrected another way.
*The person who complies is often penalized with the extra work while someone who simply doesn’t do what is required is helped anyway–indicating to everyone that the requirements weren’t necessary.
Take the Challenge To Simplify Procedures and Processes
You may not have the authority to make changes on your own. However, perhaps you can consider ways to improve some aspect of a problematic process or talk with a manager or your team about it. We want that for the requirements we are required to follow and others feel the same way.
1. Start by focusing on the procedures with which you have the most problems gaining cooperation from users. If you can change the format, timeline, wording, number of copies required or just the length of a form, it shows a good faith effort to make life and work easier.
2. Consider the origin and purpose of the procedure and see if the situation is still the same. If a procedure was developed to stop a problem, consider if the elements of the problem still exist or if there are others ways to deal with it.
3. Ask for input from those who must comply with the requirements. Some may want no formal processes at all and that probably isn’t going to happen. Nevertheless, perhaps you can find out what is bothering them the most. You may be able to make huge gains in confidence and support by working with others instead of fighting with them over a form or requirement they hate.
4. Don’t have Spite and Malice requirements. Ask yourself if part of the reason you’re insisting you can’t change the procedure is because you’re irritated at even being questioned about it. Could you make some changes without harming effectiveness?
A woman told me she is in a fight all the time with other sections in her organization over a process she established for a relatively minor task. They call her the Queen Bee. Talking about it to me she said, ”I know they hate doing what a lowly clerk asks but if they don’t, they don’t get the items and I’ve said that’s the way I want it done, so there.” That was when I decided the bee part might actually be an initial and not the entire word!
Making vendors jump through hoops seems to be an entertainment for some organizations! It’s true that if they want to do business they will have to comply. However, it seems there would be a benefit to having vendors feeling positively rather than negatively about an organization when they do their work or provide their product.
5. Don’t require even one more step than is absolutely necessary. Question every blank to be filled, every requirement, every deadline date, every approval step, every everything. For example, if there is some part of the form that will contain exactly the same material from the same people every time, could you eliminate those sections?
6. Target anything you know or think might be a unique requirement of yours or of your office. Is it really necessary to require a hard copy be submitted, when almost every other office will accept an e-file or fax? Why does your office require a notarized form and no one else does? Are some of the requirements mostly because your own office doesn’t work effectively? Consider improving that problem without punishing other people or groups.
7. Question (gasp!) the suggestions of attorneys, HR or others who are not considering internal or external customer service. Perhaps the attorneys or other experts could have suggested another more time-effective way if they had been told it was needed. Ask for options and see if the legal or HR resource can help you find some less convoluted methods.
8. If the procedure or some aspect of it is unassailable, explain your reasons to everyone now and then. Explain to help others understand not just to justify your decisions. Regularly thank those who comply. Never let someone get into the habit of cutting corners if the corners are really needed. A good test: If a task was able to be accomplished without your usual procedures and requirements being followed, you probably can do it that way all the time with only a few adjustments.
9. Communicate. If you are going to change a procedure, explain why to avoid seeming to be capricious. If you are adding a requirement, explain that as well. Be open to talking about it and doing some negotiating rather than making every requirement and procedure an open and shut case of “Just do it.”
10. Keep challenging yourself and those with whom you work. The odds are there are some or many things you require of internal and external clients and customers that could be reduced or eliminated without reducing quality, quantity or effectiveness. Try it this week. Then, mark your calendar for about once a quarter and take the Simplify Challenge.
February 5th, 2011
Posted by
TLR |
Life and Work, Service to Customers, Clients and Coworkers |
9 comments
“Can you make this ruined platter look like new?”
That question is one that I’m sure Lenore, the very helpful representative for Nambé Mills, is asked quite often.The Nambé company is headquartered in Santa Fe, New Mexico, but their award-winning, beautiful aluminum alloy products and other artisanware is sold all over the world and even displayed in museums.
As with any shiny metal, things can happen to harm the finish and that is when people call Lenore. She provides the information for how you can use Nambé’s repolishing service and have your platter or other item looking like new in a few weeks.
When you wish you could make things new again
Many of us wish we could send our lives, our work, our relationships, our choices, a specific event or just the last week, day or hour back to the repolishing factory. We sometimes desperately wish we could have things back the way they used to be or better.
Instead of that analogy, some people may prefer to be more self-accepting and talk about enjoying the luster that comes with age and the one about being useful in spite of not looking very good or the advice to look at the marks and remember the happy times that caused them.
Whatever our perspective, a metal platter isn’t a good analogy for human lives. Life, death and the sometimes joyous-sometimes tragic events that come between those two points can’t be reduced to such glib comparisons. Nevertheless, perhaps there are a few thoughts we can apply.
1. It’s easier to avoid damage than to repair it.
2. At least you can stop adding new gouges.
3. You can make the decision to damage yourself but you don’t have the right to damage others.
4. Even if improvements don’t show right away the process can be working.
5. No matter how bad things are now, it can be made better if you search for the right way to do it–and do what it takes to make it happen.
Some of you could add to or improve that list with humorous, profound or faith-based thoughts. The point is this: We can’t, in the human world, go back, do over or make anything new. What we can do is stop doing the things that have left the marks we wish we could polish away. We can be more and do more to have value to ourselves and others. We can also whole-heartedly accept and appreciate the opportunities we are given to renew, renovate and recommit. We get that opportunity every day. Like, right now.
Thank you, Lenore and Nambe!
January 29th, 2011
Posted by
TLR |
Keeping On!, Life and Work |
14 comments
