Hammond International Inc.

Extreme Team and Business Makeover

2012-02-09T07:00:00.000-08:00

There are many reality makeover shows on television that relate to fitness, appearance, one's house or yard. How about a business and team makeover as a way to bring in the New Year and welcome new success?
Years ago, when I had two businesses, I loved the last week of the year. For me it was a time to clear up old projects and make room for the new. I used this time to de-clutter and reorganize the office, catch up and clear away outstanding projects, take stock of resources and supplies needed for the coming year, and to revisit values and goals for the team and our company.
Ed Horrell, author of the Kindness Revolution, talks about his idea of an Extreme Corporate Makeover. He suggests the following steps to your makeover.

Survey your customers needs - find out their challenges and needs
Prepare to do what your customers want
Focus group to plan the changes and set goals
Develop a customer credo (the Ritz Carlton's is "Ladies and Gentlemen serving ladies and gentlemen)
Talk about customer service every day in the team. Keep it front and centre, make it important
Review customer service objectives
Put your standards out for others to see
Make our motto and credo a promise and part of your staff's uniform
Practice kindness in every single conversation and contact

As you move forward in 2012, identify five areas of focus for your extreme team and business makeover. For example, sales, customer service, team relationships, systems, referral process, etc. Once you have completed this step, identify five actions for each area. That will start your year with 25 designated steps toward your corporate makeover.

Wishing you great success!

Who is Leading Your Tribe?

2012-02-07T19:21:00.000-08:00

Book Review on the book TRIBES by Seth Godin

Godin describes a tribe as a group of individuals who are connected to one another, an idea, and a leader. According to Godin, you must have a leader otherwise it is not a tribe; the group is imply a group of people. This connection, the tribe, requires two things. The first is a common interest, and the second is communication. Communication can occur in several different ways: leader to tribe, tribe to leader, tribe to outsiders and between tribe members. There have been initiatives and groups to which I have belonged that could be considered a "tribe" in that the members were connected to one another sharing an idea or movement they supported, and where there was a leader. The energy in these groups was very high in that the shared idea was what rooted the members together. The leadership provided the communication and drive to move the initiative forward.

A tribe does require a leader. Leadership and management is different, Godin summarizes the difference as a leader being one that creates change you believe in while managers are more about managing processes and manipulating resources. A tribe leader can increase the effectiveness of the tribe through transformation- transforming the shared interest into a clearly defined goal that the individuals are passionate about. The leader secures the resources and processes to communicate effectively and supports the tribe in growing and evolving.

In the book Tribes, Godin talks about one barrier to bringing good ideas to reality, that is FEAR. He suggests that while many people come up with great, even groundbreaking, ideas however most lack the will to actually make the idea happen because we are hardwired with fear. Fear is also a reason that many leaders avoid leadership...because of the discomfort involved in leadership. There is discomfort when making an unpopular decision, taking a stand, challenging the status quo, change or settling for just "okay". Leaders stretch to move out of the discomfort to be effective in their role, and in doing so, provide the opportunity for change, growth and action towards the goal or mission, or a movement.

There are several "musts" for a movement, according to Godin, those are:

- A Manifesto or what I refer to as a charter- a clearly defined message that is easy to understand and as easy to share with others

- Accessible leaders and connections with others

- Opportunity for members to connect with one another

- Money enables the movement, but money is not the point of the movement

- Progress is tracked.

The principles required, that can also benefit your team are:

- transparency, a movement or goal that is bigger than you, opportunities to grow and thrive, and a high degree of caring.

Who is in your tribe? Whose tribe do you lead? What movements can you get behind to make a difference?

To learn more about Seth Godin or the book Tribes, visit:

What Gets in the Way of Communication?

2012-02-05T19:55:00.000-08:00

In the book The Orange Revolution by Gostick and Elton, they identify communication barriers, such as:

- Talking in innuendos (and hoping people get the point or read between the lines)

- Finger pointing and assigning blame

- Pushing a negative agenda and building allies

- Minimizing or down playing serious situations

- Withholding information or ideas

What gets in the way of team communication in your place of work?

Teams that don’t fall into these communication traps are much more likely to collaborate, build trust and effectively manage the challenges that come their way.

Three ways to enhance team communication:

- Speak with Respect, Clarity, and Focus

- Question that which you don’t understand

- Avoid assumptions and especially be aware not to act on assumptions

When communication falls off the track, take a moment to refocus. Don’t let emotions or assumptions take you further away from the issue at hand. The extra time you take to communicate with clarity will save you time dealing with bigger challenges later on.

How great teams transform organizations

2012-02-02T19:04:00.000-08:00

The Orange Revolution Book (written byAdrian Gostick and Chester Elton) Review

Communication is absolutely essential for building teams and team success. While communication can be pretty complex, at the simplistic level it is about sending, receiving and understanding messages. It is in the understanding that the water can become pretty muddy.

If a team does not understand the messages that are sent from leaders, management and owners, it will result in failed communication, a lot of missed opportunities, frustration and gapping out on the goals. I have seen this time and time again. Communication goes astray, blaming and fingerpointing surface, and goals sit on the sidelines awaiting the team's attention and focus.

Accountability is also critical in a team. Often leaders and team members don’t acknowledge the success, completions and accomplishments that have transpired. Instead, the recognition occurs when someone drops the ball, misses a deadline or makes a mistake. This recognition is often communicated through blame, finger pointing and excuses. Accountability must also include the discussions about the successes, for people to embrace accountability instead of fearing it. When I work with clients we talk about accountability being accountable to self, and to others. Accountability really is a two way street.

In Orange Revolution, it is stated that great leaders understand that recognition is fundamental to effectively focusing team members on their goals, building collaboration and team work. This brings us to what is called Cultivating the Team. In Orange Revolution, the author shares the six components to achieving world class results, those being:

1. Dream- dreams are larger than a goal and don’t necessarily require a plan like a goal.

2. Believe- team members follow the leaders’ passion and desire to succeed which inspires steps forward.

3. Risk- there has to be some risk to achieve results.

4. Measure- set standards and then measure against these.

5. Persevere- all teams fall off the track and encounter road blocks and experience change. Great teams find ways around these.

6. Tell and share stories

What are the stories that you want the team to share with others?

Sometimes the Way We Look at the Problem, IS The Problem

2012-02-01T15:19:00.000-08:00

Another way to think about stress is through the outcomes you
experience in your life. For example, the quality of your relationships, your
satisfaction with a job, your current level of health and stress, and your
financial situation are all a result of how you have responded to situations,
events, and circumstances that have come up in your life.

You might be thinking: “There are lots of things that come up in life that
I have absolutely no control over.” And you are absolutely right! There are
many situations that go on in the workplace that you cannot control or
influence. In fact, there are events that arise in life that are completely out
of your control. It is important is to spend your energy, skills and time
focusing on what is within your ability to control or at least influence.

I discovered many years ago when I was a Correctional Officer that
sometimes the way people view a situation or event is actually the problem.
When you can change how you look at the event or view it through a
different lenses, sometimes the issue doesn’t seem so bad.

“Why is it that people always put their energy into the things that drives
them crazy…stuff that is completely out of their control?” asked a client
during a team building consultation.
“Tell me more about that. What do you mean?” I asked Joe, the team
lead. Joe had been with his company for 15 years, and according to him
he “had seen it all, and done it all.”

“Well, I have noticed that our staff meetings often go off on a different
tangent. It seems innocent at first but then I see the team’s energy
focusing on what they can’t change, such as company policy, the available
budget, and the current economic climate in the world. People get pretty
hot under the collar and it can be tough to bring them back to the rea
l world…our business.”

“Great question Joe, one that would be useful to explore when we meet
with the team. What’s your take on it, though?” I asked. Joe really
seemed to have his finger on the pulse of his team and had a vested
interest in building a resilient and inspired team.

Thinking for a few minutes, Joe responded, “Maybe when people focus
on what they can’t control they can assign blame, or look to who ‘should’
be responsible, instead of what they can actually influence or fix
themselves.”

“Interesting. So I wonder what gets in the way of the team having
THAT discussion.”

These two questions were soon a facilitated discussion that led to an
incredible team building process. The questions were: Why do team
members put energy into what is not within their direct control and?
And what is it that we can actually control or influence, and could we
explore putting our energy there instead? As the team explored looking

through a different set of eyes, they discovered that when they focused
only on the negative or what seemed broken the situation was far worse
than it was in reality. When the team focused on what was in their
control, they looked at that same event very differently, and focused
on solutions!

Excerpt from Charmaine Hammond’s Bounce Forward Book.

To read more about this topic, follow the blog, or you can order a copy of
Bounce Forward (the book or the soon to be released audio book) by
emailing chris.alcock@hammondgroup.biz for your signed copy.

Adequate Team Effort

2012-01-27T08:58:00.000-08:00

The other evening Tabitha Takes Over came on the television. What caught my attention about this episode was the business owner's expression of exhaustion and lack of passion. It drew me to the TV to listen. The owner of the salon looked exhausted, worn down and defeated. It was clear she had given up on her business. It was also clear that her team had given up on the business as well, and, they had also given up on her. As Tabitha went about her masterful Takeover process she expressed shock at the degree of complacency that had developed in this business and the team. Not only had the team given up but they had adopted the mindset of settling for low to no standards on cleanliness, reputation (their own included), and customer service.
What disturbed me the most was what happened at the renovation and on the subsequent "reveal day". During the renovations the team collaborated to do a spring cleaning on the salon. When Tabitha pointed out the filth in the salon and at their workstations each staff member blamed someone else on the team and the owner. No one took ownership or responsibility for their work area and said things like, "Not my job!" and, "Why should I have to help clean this place?". WOW! Then, after Tabitha's team remodeled the business and gave it an extreme makeover inside and out, aside from the owner, there was not one smile. They walked through their newly renovated, spotless and modernized salon with no enthusiasm. They appeared to completely lack interest in all the effort and upgrades that were completed, in part, for their benefit. Immediately the team members began making comments about everything they did not like. "I think there are too many colours" and "I wouldn't have picked this type of chair" or "They should have chosen new toys for the waiting area, kids won't like these" were the only things they could find to say.
To bring the team back to a more healthy level of performance, and to stop the complacency, the following steps were implemented to help raise energy and passion:

A policy manual and procedural expectations were set and documented. Staff were advised that these must be adhered to.
The team was held accountable to the new standards.
The owner was also held accountable to uphold the standards.
Training and coaching were made available to the team.
The owner was more present and spent more time in the business

If your team is struggling and has become complacent, revisit the tips that Tabitha offers. Ensure people know their roles and the roles of others. Ensure that issues are addressed and dealt with immediately. Don't allow them to build and grow complacent with them.

2012-01-24T22:46:00.000-08:00

Shifting Forward....

My colleague, Beverly Flaxington, is an amazing author, an accomplished consultant, a hypnotherapist and a personal and career coach, and all around amazing person. She has a new book that just came out that I want to share with you. I met Bev through the Evolutionary Business Council and was very much inspired by the work she is doing with corporations to help them with the many different facets of issues that they face and to help them communicate more effectively.

Bev stated that her professional career has been devoted to trying to figure out ways to help people move to higher levels of effectiveness. She has been a corporate consultant for 17 years. An Executive Coach but then, along with that she had a hypnotherapy practice. She went and got certified as a behavioural expert and used tools to help people understand what will help them move forward and move to the next level.

Bev created a process that she called SHIFT and trademarked it because it’s got 5 specific steps. Her new book is called Make Your Shift – The 5 most powerful moves you can make to get where you want to go. So, what Bev did was take everything she learned over the last 20 + years working with individuals, personally and professionally, and seeing, those places where people tend to get stuck and what’s that information that we need that helps us to move to the next level. It’s a process that Bev has seen work over and over again.

As Bev indicated in an interview I had with her, these are busy times. She added “We have our personal lives, our business lives; we’re all very well intentioned. They start the morning thinking this is what I’m going to accomplish today but then, somebody will get to the end of the day, the end of the week, the end of the year and they will say that they didn’t do half the things done that they wanted to do. So, I just felt that I need to give people a way to break through this so they don’t have to change their life, you know, do things so differently, but in the midst of what they’re already doing they can figure out ways to move something that matters to them forward”.

Bev advised that change is part of the shift process. People often say things like “I’m just going to make this change”, or “We’re just going to mandate this”, or “We’re just going to put this in place” . But, as Bev indicates, there are always some obstacles, there’s something that gets in our way and makes it more difficult for us to do, and again, no matter how good intentioned we are. Bev reminds us to look at the human element.

One other topic that I’m really enjoying reading about in Bev’s book is the importance of developing criteria when you’re doing brainstorming or when engaged in idea generation activities. how businesses really need to focus more on criteria and understanding the problem better so that the solutions just start to unfold and your book really said that very clearly.

This is a great book to help you move forward and make the changes to take you where YOU want to go.

Bev’s corporate website is www.b-collaborative.com and her website http://www.understandingotherpeople.com/.

To add this book to your corporate library, and reading list, visit:

--

Cutting off the Rut

2012-01-23T10:12:00.000-08:00

The other evening Tabitha Takes Over was on, and I caught the business owner’s expression of exhaustion and lack of passion. It drew me to the TV to listen. The owner of a salon looked exhausted, worn down and defeated. It was clear she had given up on her business, and, her team had given up on her...and the business. As Tabitha went about her masterful Takeover process, she expressed shock at the degree of complacency that had developed in this business and team. Not only had the team given up, they had become complacent, settling for low to no standards on cleanliest, reputation (their own included), and customer service.

What disturbed me the most was what happened at the renovation and the subsequent “reveal day”. During the renovations the team collaborated to do a spring cleaning on the salon. When Tabitha pointed out the filth in the salon and their workstations, each staff blamed someone else on the team and the owner. No one took any ownership or responsibility for their work area and said things like “not my job!” and “why should I have to help clean this place?”. WOW! And then, after Tabitha’s team remodelled the business and gave it an extreme makeover inside and out, there was not one smile, other than from the owner. They walked through their newly renovated, spotless and modernized salon with no enthusiasm, and what looked like a lack of interest. Immediately the team members commented on all they did not like “I think there are too many colours” and “I wouldn’t have picked this type of chair” or “they should have chosen new toys for the waiting area, kids won’t like these.”

To bring the team back to a more healthy level of performance and to stop the complacency, the following steps help raise the energy and passion:

- A policy manual and procedural expectations were set, documented and staff were advised that these must be adhered to

- The team was held accountable to the new standards

- The owner was also held accountable to uphold the standards

- Training and coaching was made available for the team

- The owner was more present, spent more time in the business

If your team is struggling and has become complacent, revisit the tips that Tabitha offers. Ensure people know their roles, and the roles of others, and ensure that issues are addressed and dealt with immediately. Don’t allow them to build, and grow complacency with them.

The Kindness Makeover

2012-01-21T13:04:00.000-08:00

In an earlier blog I referenced some of the learnings from Ed Horrell's book, The Kindness Revolution. A quote that he stated that really resonated with me was “Don’t fight…Make it Right!”

From a conflict resolution and leadership perspective, this is such an important belief to helping people move beyond the problem and blame to solutions, forgiveness and change.

In 2007 I had the pleasure of working on a Community Expo project, a massive community event which included a conference, trade show, workshops and more. One of my responsibilities was the Kindness Booth. I worked with the Kindness Crew, an amazing team of four young men who were on a mission to bring more kindness to the world. They did a phenomenal presentation, and left the audience with many thoughts about kindness. At my Kindness Booth, I had many "supplies" to help people create their own random acts of kindness. With a team of initially reluctant teenagers, our community kindness revolution began. Flower shops had donated flowers, local gift stores donated some chocolates, we had cards and blank paper and envelopes, many printed kindness products from various kindness websites such as the Random Act of Kindness Foundation (book marks, stickers, door plaques, quotes, colouring pages), and many other supplies. In a couple of hours there was nothing left. The once reluctant teens came running back saying things like "Charmaine. We are out of flowers. People are loving us being so kind. They are being kind to others. One lady's flower was passed forward to so many people we lost count. This is AWESOME!" One year later when I was struggling to carry a box of workshop materials into a local college, A young man helped me and said "Here. This is for you!" It was a pay it forward card I had handed out at the booth (it had the date of the event and event logo on it so I knew for sure). With tears in my eyes I asked "were you there? At this event?" He said "No" I got it from a stranger in a coffee shop a couple of months ago. I was having a tough day." WOW! Who knows how many people had held this kindness card in their hand, and many acts of kindness had originated from one simple little card, and an act of unconditional kindness!

Ed Horrell talks about the importance of removing reluctance and indifference to spread kindness. He suggests that the ways to eliminate indifference are:

- Use your customer’s name in the conversation and ensure staff do not call them “hun”, “sweetie”, “buddy”, “my dear”, etc.

- Eye contact

- Find out what is important to the customer

- Active listening

- Non defensive behavior

- If you see a problem, fix it

- Cleanliness reflects care

If you want to give your team and company and Extreme Corporate Makeover, Horrell suggests a few powerful first steps:

- Survey your customers

- Prepare to do what your customers want

- Focus group to plan the changes and how to implement the changes

- Develop a customer credo (e.g. the Ritz Carlton’s is “Ladies and Gentlemen serving ladies and gentlemen")

- Talk about customer service every day

- Review customer service objectives

- Put your standards out there for others to see. Some of my clients have posted and framed them in their waiting room or by the front door.

- Make your motto and credo a promise and part of your staff’s uniform or what they bring to work everyday

And of course, Practice kindness in every conversation and contact. What can you do today to create a ripple effect of kindness in your team?

I am so excited to unveil our February 2012 Kindness Initiative. During Kindness week, we'll reveal the details!

To learn more about Ed Horrell's Kindness Revolution, follow:

Bringing Kindness to Work

2012-01-21T12:47:00.000-08:00

The Kindness Revolution Book Review

One observation I can offer about workplaces is that when the going gets tough, times get busier, and conflict is causing challenges, kindness goes out the window! As a trainer and facilitator you might not believe what I have heard and witnessed in workplaces. I have seen some incredible acts of respect, compassion and enthusiasm, and, I have seen people behave in a way that hurts others emotionally. Ed Horrell, wrote the book The Kindness Revolution, a book I very much enjoyed reading and found great applicability to the work I do. I have always believed that a fundamental attribute to success was that of kindness, not just in customer service, but in everything, including team relationships.

Horrell suggests that there is often a disconnect between what customers want and what businesses and teams think their customers want in terms of good customer service. How well do you know your customers? If you were to ask them their needs, would the answers surprise you? Horrell states that good customer service starts with people, not process! For many this is a shift in thinking. Many businesses spend their time developing processes and systems to service their clients and customers, but forget the people aspect. These processes and systems are important, in fact I teach people how to do this. But, in doing so, people are the priority. As you review and build your customer service beliefs, practices and expectations, make sure that “the people” are woven in at every level.

Horrell states: “The future is WOW!” Thinking about his statement, how would others describe your company or team's WOW ability? How do you wow your clients and customers?

Another concept Horrell covered, is that of indifference. In teams that are struggling, it is easy to see indifference. To replace indifference with customer service you must address: dignity, courtesy, respect and kindness. Companies and teams who do this, GET IT!

Traits of companies that GET IT:

- They believe in the company guiding principles (and they actually know what they are)

- They strive to keep these principles front and centre to every aspect of business and customer service

- They believe in the dignity of each employees job, and that everyone plays an important role

- They believe that there is a purpose for the corporation and that they are a part of it

- They recognize the importance of employees being empowered and engaged

- The believe in the importance of and value of kindness

Here are a couple of examples that Horrell offers: LL Bean says that “serving customers is a day in day out, ongoing, never ending, persevering, compassion kind of activity. Fed Ex employees live the values that are core to the company philosophy: respect (treat each person with dignity and respect), integrity (be worthy of trust), service (serve others), excellence (relentlessly strive to exceed expectations), communication (understand and be understood).

What are your standards? What type of example do you set? How do you set this example (e.g. with your attitudes and actions)? How would customers describe the service they receive from your company?

How does your team exhibit kindness in their interactions with others, and in their service to customers? What are the impacts or spin off results that you see?
To find out more about The Kindness Revolution, click here:

What kind of leader are You? Part Three

2012-01-21T12:35:00.000-08:00

Learning about leadership through the teaching of John Maxwell

In the last two posts we covered valuable information from author John Maxwell, a leading expert on leadership. This post will summarize additional leadership strategies from Maxwell's book The Five Levels of Leadership. Maxwell talks about how habits often get in the way of communication, business, relationships and ultimately, success. I have seen this first hand in training and team building sessions, teams have habits of communication that are positive but also that get in the way of effective dialogue. Maxwell suggests that leaders explore their own leadership habits. For example, deciding how you will organize yourself. How you will communicate during challenging times. How you will check for understanding. Determine how to maximize your time. Determining what you will do the moment you arrive to work (e.g. escape to your office, greet staff, etc.), decide how you will treat people, and what your work ethic will be. Essentially, Maxwell says that you will and should choose your leadership path, because, leadership is not what you are- it is WHO you are being!

Growing through the leadership levels: To grown and transform as a leader, Maxwell suggests that leaders must move through each level, and progress to the next. In level one, leaders can focus more on potential, instead of positions. Pursue their own professional growth, leadership development and training and move from the priority being on rules to the priority being relationships. Maxwell states it is critical that at this level that leaders learn to ask questions, ask for help, say “I don’t know” when they don’t know and to build and maintain contact with others. When leaders can master this, I have seen them create an environment where staff take the risk to ask for help (which is important).
As leaders transform to leadership level two, they will want to focus on relationships, listening, and valuing others. It is important for leaders to learn and practice seeking out other’s strengths and assets and appreciating the unique differences within the team. Leaders must act with integrity, as trust results from integrity. Make sure you are attention, be what Maxwell calls the “chief encourager” and act with care and candor. As a trainer I have seen the benefits of leaders who recognize and appreciate the differences in their team. They facilitate innovative thinking, energy, and respect.

In Level three leaders must focus on authenticity, which means you simply cannot fake your way to this level or through this level because you are either producing/creating results or you are not. People can see right through insincerity, and I have seen that challenge or decrease trust levels. Lead by example, deliver results, communicate the vision to the team frequently and live the vision. Results are inspiring. Maxwell suggests that as leaders are developing their team they should focus on the following formula and train people in such a way that: 80% is in their strength zone, 15% is in their learning zone, 5% is outside their strength zone, and 0% of the work is in their weakness zone. Often this is the level where leaders get stuck and do not progress and transform to the next two levels. I would say that this level takes a lot of humility, willingness to be uncomfortable at times, and a desire to grow.

In level four, production is not enough; developing people must become a priority. Maxwell suggests you develop individuals, and the team. Some of the leaders I have met are masterful at this. Their commitment to growing the people is evident, and their attitudes and words are focused more on others, than themselves. Grow leaders and champion the corporate vision. Be the team member you want others to be and focus 80% of your time on the top 20% priorities. Solve issues and do so immediately, don’t let them fester and become bigger issues, and of course, be approachable. Another author, Ken Blanchard says “it’s not what happens when you are there, but when you are not there”; this is the real challenge for leaders. Transfer the work, delegate to those who actually execute the work, as this helps create an environment of trust, and ownership. Continue learning, training and developing. one of my corporate clients saw his role, as a seasoned leader, to foster his team stepping into their skills in a much bigger way.

At level five, leaders are empowering team members to grow and lead larger. There is a focus on people’s strengths, and who they could become (not who they are now). Succession planning is essential at this level, as is leaving a legacy! Be humble, maintain the company’s vision, develop leaders and make room for them at the top. Succession planning is so important yet I have met few non-profit organizations who have a plan, and many small business owners that do not take the time to create one because they are too busy being in the business instead of working on it. Succession planning is key... it will help you create systems and processes so that the business can run in your absence and at the same time fosters growth and responsibility in the team.

This week identify ways that you can share the corporate knowledge with others. Consider your legacy...what is the legacy that you want to leave behind in your team or business? And, what can you do to take action today?

John Maxwell is a masterful leader. To read his book, and learn more about the many other leadership programs he offers, check out:

What kind of leader are YOU? Part two.

2012-01-21T12:22:00.000-08:00

John Maxwell's Five Levels of Leadership.... tips from a leadership expert

This is part two of the Leadership posting. Last post I shared a summary of John Maxwell's levels of leadership, so clearly defined in his new book The Five Levels of Leadership. Maxwell offers a few tips for leaders in these different levels. First, is that it is not a given that all leaders will transform through these levels. I have worked in organizations, and have met lots of leaders who are still in a positional leadership level despite having been a leader for 15 years. They have not transformed, nor has their team. They use their position to lead people. You would hear language like “I’m the boss”, or refer to employees as subordinates (not team members). You can like the people that you are leading however; you cannot effectively lead people that you as a leader don’t like. This is an important concept as I have heard many leaders say things like “I don’t have to like people on my team” or “I don’t have to like them, I just have to respect them.” The challenge is for leaders to find something that they like or appreciate about the team members, otherwise it will shine through.

Leaders will be well served to create a good environment and great relationships, and of course, get things done. This ensures that profits go up while turnover and team issues go down. The bonus is that leadership and work becomes more fun and leaders become agents of change because they are making difficult decisions that ultimately create big outcomes. As a corporate trainer and consultant I have seen many leaders shy away from important decisions, because, it may not be a favorable decision. Ultimately this can hurt their credibility, the relationship and the culture of environment of the team. Making these decisions requires some risk taking.

Empowering others, your team, will serve you well as you refine your leadership skills and approach. Empowering others allows leaders opportunity to “reproduce” themselves as they make a high investment in others’ development which also deepens relationships. Essentially as Maxwell explains, leaders change the lives of those they lead!

Maxwell talks about three types of values: ethical values (doing the right thing for the right reasons), relationship values (how to build an atmosphere of trust and respect for others), and success values (deciding on the goals that are worthy of spending your life on). These are great questions to explore as a leader, “am I doing the right thing for the right reasons?”, “how do I build and maintain an atmosphere of trust?”, and “what goals are worthy of me spending my life and time on?” The concept of values is a frequent discussion topic in corporate training and the team building processes I facilitate. And, values are often at the root of many workplace challenges and communication challenges.

This week, what are three actions you can take to empower others, build relationships and create an environment where the team becomes champions for the corporate goals and mission?

To add this book to your leadership training program or corporate library shelves, visit:

What Kind of Leader Are You? Part One.

2012-01-21T12:10:00.000-08:00

John Maxwell: The Five Levels of Leadership book
What a great read this book is! Maxwell says that leadership is a verb, an action, not a position! Leadership also deals with people and the dynamics in the organization, and the challenge of leadership is to create change and facilitate the process of growth, learning and transformation. I really enjoyed reading this book; in fact, I read it cover to cover in one sitting. Then, I went back through again to consider how I could share his strategies with my corporate clients and reference in training programs.

John Maxwell defines the five levels of leadership as follows:

1. Positional Leadership which means that this is an entry level leader who is likely more focused on rights. People follow leaders at this level mainly because they have to.

2. Permission Leadership is the second level and here leaders are focusing on relationships. People follow leaders at this level because they want to.

3. Production Leadership is level three and the focus here is on results. People follow the leader because of what the leader has done or accomplished for the organizing.

4. People Development Leadership is the next level, much more difficult to reach this level. The focus is on people development and reproducing the leader. People follow these leaders because of what he/she has done for the people.

5. Level five, the most difficult and infrequently attained level is called Pinnacle Leadership. This is all about respect. People follow these leaders because of who the leader is the legacy that he/she has created and what you have done for the individuals.

What type of leader are you? What level of leadership are you at currently?
If you were to take three actions to move you towards the next leadership level, what would those be, and why?

See Maxwell's valuable Leadership Tips in the Next Post.

To learn more about Maxwell’s book or to add this to your corporate reading library, visit:

Book Review: Life is a Contact Sport by Ken Kragen

2012-01-21T11:53:00.000-08:00

Life is a Contact Sport was particularly enjoyable to read because I know Ken, in fact, he is my coach. After having seen Ken present at the 2011 eWomenNetwork Convention in Dallas, I knew this man had an incredible degree of knowledge that would serve the world. He has managed some of the world's most memorable entertainers, including Kenny Rogers, Lionel Richie, Trisha Yearwood, Olivia Newton John, The Bee Gees, Burt Reynolds, The Smothers Brothers along with many others. He was the creator and organizer of "We Are the World", "Hands Across America", and Cisco System's "NetAid". Amazingly over 95% of the acts he managed have become stars, and 90% of the projects he created and spearheaded have achieved success (source: Kenkragen.com). Ken’s ability to create an experience, be memorable and work effectively with media is extremely important for businesses, entrepreneurs, speakers and authors to know more about.

What struck me the most in his presentation, and he talks about it in his book, is the Magic of Threes and creating a memorable experience. Right in the middle of Ken’s live presentation when he made this point, the doors to the ballroom burst open and a high school band marched through the doors, trumpets, drums, trombones, the works! You can guarantee when anyone in that room thinks of Ken, his presentation or message; they will not forget that experience.

In Life Is A Contact Sport, Ken talks about a ten point strategy that is key to success. The first being The Event Strategy. The Event Strategy involves holding several events in a short period of time. To simplify this Ken suggests taking a single event, then building other events and opportunities around it.

He also writes about the importance of optimism and enthusiasm and provides numerous examples of where his attitude and enthusiasm has created stronger business relationships, business deals, and event success. I particularly enjoyed Ken’s strategy of backwards thinking for forward motion- that is beginning with the end in mind, starting with the goal. This approach makes sense. When you start with the goal (and ending timelines in mind), you can create the plan and action steps with corresponding timelines. The benefit of this thinking backwards approach is that: a) you ensure that your plan is doable in the timeframe allotted; b) sometimes it is easier to think of the steps that got you to the goal instead of what you need to do to get to the goal. And, here’s the great part- you can figure out the gatekeepers that you need to get a “yes” from to progress further.

In Life Is A Contact Sport, Ken mentions the importance of giving and building relationships. This is critical. Building relationships is an effective form of marketing, but also in helping others achieve their goals and serving your purpose. I recommend this book for speakers, authors and businesses. This book will change how you think about your events, marketing and media strategies. Applying the Magic of Threes will multiply your success and the experience.

About Ken:

Ken is a graduate of Harvard Business School and his diverse career far transcends the music and entertainment. During the past few years, Kragen has devoted an increasing amount of his time to speaking, writing, coaching others as well as consulting work for leading corporations and many non-profit organizations. Ken Kragen has also produced a variety of film and television projects, ranging from the ground-breaking "Smothers Brothers Comedy Hour" on CBS to Kenny Rogers' "Gambler" movies, and numerous series, mini-series and films. Most recently, Kragen produced the "12 Dogs of Christmas" live action, full length feature film based on his daughter, Emma's, best-selling children's book. (www.12DogsofChristmas.com).

To find out more about Ken and to read Life Is a Contact Sport, visit:

Charmaine and Ken Kragen in Dallas at eWomenNetwork Convention July 2011

Think Back to Move Forward

2012-01-20T08:49:00.000-08:00

Do you remember, as a child, going into a restaurant that had the placemats with activities on them? The mazes always seemed so hard to find your way out of. Unless, you started at the finish and worked backwards toward the start. For some reason that made it easier to figure out. Sometimes the plan begins with the end too.
Far too often teams and individuals begin the planning process not having the end in mind. A plan begins with a clear objective. Think of it this way...what's the end result, the desired outcome you would like to see? Then, work backwards.
Ken Kragen, the Creator of "We Are The World", and "Hands Across America", is also my business coach. He wrote a phenomenal book titled Life is a Contact Sport. In his book he talks about the power of thinking backwards from your goal to create the road map to follow. This process helps you pinpoint every step, necessary action and person you need to connect with. Ken also says it will help you in figuring out who the gatekeepers are; the people you need to get a "yes" from. He also stresses the importance of really understanding the goal before you begin generating solutions.
I have utilized this process in many of the strategic planning and team building processes I have facilitated for my corporate clients. The process of working backwards has been especially useful in identifying the time required for specific tasks and then setting deadlines and time lines from there.
Based on Ken's teaching, ask yourself or your team these questions in your next planning process:

What is the desired outcome (or, what is the end result we envision? What problem are we solving?)
Before we get there, what do we need to happen?
What permissions are required?
Who do we need to connect with to get the permission?
What gatekeepers do we need to speak with in order to get the permission?
Continue to repeat process until the plan is formed.

Begin with the end to get to the finish faster!

The Power of Appreciation and Gratitude

2012-01-17T16:23:00.000-08:00

As I was on the internet I found this beautiful short statement that is packed full of meaning. These simple sentences say a lot:
Thanks to those who loved me, You made my heart grow fonder. Thanks to those who cared, You made me feel important. Thanks to those who entered into my life, You made me who I am today. Thanks to those who left, You showed me that nothing lasts forever. Thanks to those who stayed, You showed me true friendship. Thanks to those who listened, You made me feel like I was worth it.~Author Unknown
This statement reminds us of the power of appreciation and gratitude. Everyone faces challenges, disappointments, and loss. However, the way in which we perceive and cope is so defining. When we see the opportunity, the learnings, and blessings wrapped inside the difficulty, we are more apt to cope and move forward. As we are half way through the first month of the year, it is a great time to reflect upon the people who have made a difference in your life, impacted your life, there are many ways in which you impact others around you. Your family, community and workplace are all areas of your life where you have influence with other people.
How do you want others to remember you? What is it you hope others say about you in your absence? In what ways do your actions support your intended results?
Who could you show Appreciation and Gratitude to today?

Quiet the Mind, Open the Heart

2012-01-01T16:36:00.000-08:00

How fun to have my photo beside Lindsay Wagner! I was the opening guest on a radio show we both presented on. I must say...it was awfully fun to be side by side, even though it was virtually, with the bionic woman, a show that I watched faithfully in my pre-teens years ago.

The bionic woman, Jamie Sommers, reminds us of the importance of listening. While on the show, Lindsay Wagner's character had amplified hearing in her right ear. We can be reminded of the importance of listening. I mean really listening. Another lesson is that of discerning what information is to be shared, and what is not. Often on the show Jamie would receive a message that said Top Secret...This information is classified. I find far too often information that should not be shared or divulged is communicated, and this can break trust, and certainly create other challenges in the workplace. Listening and knowing how to effectively manage the information we glean from listening is a critical skill in building and maintaining relationships.

Is there a relationship, work or personal, that you need to practice better listening with? Do something about it today! Make it a point to focus during conversations with that person and really listen to what they say. Set it as a goal to play a part in enhancing that relationship by by coming into the conversation prepared to be present!

Approaching the Finish Line

2012-01-01T15:46:00.000-08:00

I have had the opportunity to hear speaker and NYT Bestselling Author Lisa Nichols tell her incredible story of never giving up. Over the years I have heard stories from clients who confessed to giving up just as they almost reached their goal. I have also talked to colleagues who were Olympians and learned what helped them persevere to the finish line and win! Those who reached the finish line told me they believed they could win! They believed that their training, skill, stamina and coaching would take them there. My clients who fessed up to giving up too soon stated that they didn't believe they could reach their goal, or their disbelief shadowed their hope. Believing in your goal, yourself and ability to reach your goal is critical to your success. I have always loved the poem by Edgar A. Guest titled "Don't Quit". I hope this brings you inspiration and a renewed belief in the importance of your goals and your ability to reach them.

Don't Quit

by Edgar A. Guest

When things go wrong, as they sometimes will,

When the road you're trudging seems all uphill,

When the funds are low and the debts are high,

And you want to smile but you have to sigh,

When care is pressing you down a bit -

Rest if you must, but don't you quit.

Life is queer with it s twists and turns.

As everyone of us sometimes learns.

And may a fellow turns about

When he might have won had he stuck it out.

Don't give up though the pace seems slow -

You may succeed with another blow.

Often the goal is nearer than

It seems to a faint and faltering man;

Often the struggler has given up

When he might have captured the victor's cup;

And he learned too late when the night came down,

How close he was to the golden crown.

Success is failure turned inside out -

The silver tint of the clouds of doubt,

And when you never can tell how close you are,

It may be near when it sees afar'

So stick to the fight when you're hardest hit -

It's when things seem worst, you must not quit.

Have a great day everyone!

Terms of Movement

2012-01-01T15:15:00.000-08:00

Recently I was watching television and caught the tail end of a powerful statement. I wish I knew who to credit for his/her brilliance. The statement was "Settle the past. Engage the present and believe in the future."

WOW. What an insight. I flew out of my chair to find a pen. Throughout the evening I found myself reflecting on this statement and the power of the words which moved me to action. To bounce forward, that is to be resilient, you must be able to settle the past, be engaged in the present and have belief in the future. That doesn't however mean this is a simple task.

For many years in an earlier career I was a Correctional Officer, (yup, that's right! A Correctional Officer), and I remember thinking how many inmates, even some staff, were plagued by their past, struggling in their present and had no belief in their future. Years later as a mediator, I often mediated situations of family conflict, and the past always came up. Instead of being engaged in the present, many still had both fee in the past. Because of this, it was difficult for them to believe in the future. As a former mediator in workplace situations I saw this same challenge, people championing the problems of the past causing them to disengage and not be present.

Here are some simple tips to Settle the Past:

Listen to your story. Everyone has stories of the past that come up in conversation. When you tell the story, are you "detached" from it, or do you find yourself with both feet back in the moment? A good way to tell is your emotional state when you tell the story. And, pay attention to these stories that run through your thoughts. The great news is that you can change your story.
Decide to forgive. Look at the situations, disappointments and unresolved issues that are weighing up down. You may not be able to fix or resolve the past, it has already happened, but, you can forgive or resolve for the future. And, forgive yourself for mistakes you have made that you continue to self blame.
Give up blaming. Blaming seems to increase the emotional state and can certainly damage relationships. Look at what is within your control to fix and what is not, and put your attention and action on what you can control.
Reframe and change your language. Instead of saying "I regret not making things right with my supervisor" say "I look forward to righting situations and conflicts if they arise".

As you head into the weekend take some time to reflect on the "past" areas of your life. Put aside some time to work through listening, forgiving and not blaming. It will change your perspective and, come Monday morning, it could start changing your workplace as well.

Have a great weekend everyone!

The Power of ONE

2012-01-01T14:46:00.000-08:00

Have you ever found that it can be a challenge to focus on just one thing...no distractions...no interruptions of thought, just focus on one thing? It can be difficult, especially in our busy and quickly changing world. One step towards your goal, better health, improved relationships, resilience or communication is far better than no step at all. The power of one could include ONE:

Idea
Question
ASK
Action
Person
Success
Word
Opportunity

Never underesitmate that ONE can make a BIG difference.

Imagine you are on, or lead, a team of twenty members. What would it be like if each person came into work tomorrow simply focusing on the concept of one...one action that would make a difference. One act of encouragement that would inspire others. One degree of extra effort to communicate effectively. On e act of kindness that would create a chain reaction of kindness. One action towards a specific project. One phone call that markets and promotes the business. The results would be significant.

And, what if tomorrow, each person took one specific step towards a company goal. The result would be twenty actions towards the company meeting that goal. In reality that could be more intentional steps toward success and corporate goals than the team had taken in a month!

Think what that ONE step each day could mean for 2012. You have a whole brand new year ahead of you and it just takes ONE step at a time to make it great! As you begin your day, focus on the ONE act that will make the difference, and see what happens.

No Additives Here!

2012-01-01T14:09:00.000-08:00

Recently we enjoyed a cup of coffee on the beach in California. The beach was busy with people basking in the sun , riding the waves and catching up on conversations while lounging in their beach chairs. As my husband and I sipped our coffee and enjoyed the view of the surf, I began to notice how many times these word were being used in different conversations around us: "yah...uh...no" and "But...ya...". The frequency of the use of these words seemed to detract from the conversations. It drew my attention and I noticed something interesting. The more frequent these words, the more it seemed the listener disengaged from the dialogue. While I am not saying that these filler words cause people to check out of conversations, it did provide me with an opportunity to consider what might work instead. Often my clients in communication and conflict resolution workshops tell me that:

Silence is uncomfortable so they just keep talking (although sometimes they say things they regret later, or are not clearly thought out for the listener)
Sometimes in conversations the brain doesn't work as fast as the mouth so extra and unnecessary words get tossed into the dialogue.
When a conversation is stressful or defensive, filler words give your brain a chance to try and find the words to say next

This moment on the beach was a great opportunity for self reflection, right there, in the moment. I asked myself how many times in conversations do I replace silence with filler words? When I have been uncomfortable in a dialogue, how do I manage the discomfort without impacting the conversation or changing the context of the discussions?

Next time you are in an awkward or uncomfortable silence, listen carefully to the words you speak. Are they clear? Do filler words creep in to mask your discomfort or create an appearance of informality? Are people checking out or zoning out of the dialogue too early?

Here are three tips for speaking with clarity and confidence in your next uncomfortable conversation:

Think in advance about your message...that is what you want to say. Take this one step further and practice saying your messages out loud. Listen carefully to the words that actually are spoken as sometimes what one thinks and what one says are not at all the same.
Imagine yourself on the receiving end of what you are about to say or are saying. How does it land? How clear is it? What's the defensiveness level? If you don't like how it is sounding, simply change it up or reframe what you are about to say.
Instead of filler words, take a breath or a pause. Trying counting to five in your head before responding or moving on to your next point in the conversation. Rushing doesn't exude confidence and we sometimes get lost in our thoughts so the message is stated in a disjointed or confusing manner. Breathing is a great way to improve conversation - and the good news is, you are doing it already, just be more conscious and mindful of breathing and slowing down in stressful conversations.

Remember, just like in food, additives in conversations can to be harmful to include!

Have a great day everyone! Chat with you again on Wednesday when I blog about "The Power of ONE".

Tips to Dye For

2011-12-28T13:17:00.000-08:00

Tabitha Takes Over is a reality television show that features salon expert Tabitha working with struggling salons to give them a makeover. She is focused on business success, owner commitment, customer satisfaction, memorable service and professionalism in the industry. Though Tabitha has concentrated her attention on the salon industry, the truth is, no matter what field of business you are in, these matter!

While I must confess I don't normally watch this show, something Tabitha said as I was flipping channels caught my attention immediately. To the salon owner Tabitha stated something like, "if your business does not look professional, chances are your approach and team won't be professional". This particular salon was dated, unkept, disorganized, lacked efficient systems and proper equipment, had no apparent leader when the owner was absent, and lacked standards of performance...and it showed in the team's approach to customer service. Immediately, Tabitha worked with the owner to improve her personal commitment to the business and, as the owner's commitment grew, so did the employees'. The business also received a makeover - new paint, new lighting and furniture. The employees were excited about their freshened work space and their pride showed, they cared about their environment. Tabitha helped the owner set standards about employee dress, performance and customer service expecatations. The employees appreciated this clarity! Customers appreciated the new levels of service.

Here are some questions to consider as you move forward into a new year...and hopefully an incredibly successful year:

How is your customer service?
Do you know the quality of service?
Are you investing in your business?
Who takes over when you are not there?
What personal habits are negatively impacting your business...and your family?
How do you show your commitment to the team, business and customers?

Happy New Year! Can't wait to share 2012 and all of its successes, lessons and rewards with you!

Marketing Mishaps

2011-12-26T15:05:00.001-08:00

You can learn a lot about what not to do in marketing simply by paying attention to your surroundings and what other businesses are doing, or are not doing. Is what clients see actually congruent with what you promise to deliver? Are your mission, actions and presentation consistent with one another?

One example I have personally witnessed of an incongruent marketing method was a safety and security company who promoted "safety and security for your home and business." While walking by their store I noticed that their door had been vandalized and was taped with duct tape. Almost a week later, the door was still taped and not replaced. I don't know about you but, I was not feeling a strong feeling of faith in their ability to maintain security of my home or office. They would have been well served to replace the door immediately.

Another example was a Realtor promoting "We will sell your home". However, while on holidays, we walked past one of their client's homes for three weeks. During that time, the information sheets for the home that were in the plastic box beside the "For Sale" sign where never replaced. Interested people passing by could not get the information about the home because the flyers were gone. The Realtor's actions did not match the promise.

How you show up is everything! One of my marketing mistakes on this very topic of "How you show up" was featured in Carol Roth's 55 Business Marketing Mistakes article. Check it out here: http://www.carolroth.com/blog/55-marketing-mistakes-in-business.

As you plan your marketing strategies for 2012, spend time ensuring that your actions match your promise.

Do More Than Grow...Innovate!

2011-12-21T08:17:00.000-08:00

In October I had the pleasure of emceeing an incredible event for the second year in a row. The event was the HR Boot Camp. The audience was a skilled group of Human Resources professionals and leaders from businesses, small and large. The speakers were from local businesses that were are engaged in innovative and creative solutions to Human Resources issues.

After listening to the incredible examples and case studies featuring HR innovation at its best, I left the event with new information, powerful reminders, and some concepts that challenged my thinking.

Some of the reminders that stuck with me, even two month later, are:
- The importance of identifying and building talent in the organization. One speaker gave examples of how they foster employees "growing with us" (with their company), and exchanged numerous examples of how they do this through innovation awards, engagement, opportunities for training and development and professional growth, mentoring and coaching, and exposure to hew learning.,
- How vital training is, at every level in the organization. There was a focus on the importance of leadership development. Far too often companies invest less in their leaders as their experience level grows. The reality is that leaders, as much as anyone, benefit from ongoing support, coaching and development. Investing in leadership is an investment in the company.
- Knowledge transfer is essential to ensure the long term survival of an organization. When an employee leaves a company, they take with them an invaluable amount of corporate history, knowledge and wisdom. Companies that find ways to transfer knowledge, develop and review succession plans, and who have seasoned employees mentoring new employees will ensure that corporate knowledge is retained and that legacies live on.

What examples of innovation is your company proud of? How do you foster innovation in your place of work? What has worked for you in terms of having employees "grow with you"?

As you move forward into another year, take a few moments to expand on what is working well, explore some new ways to foster innovation and ensure that you have actions in place to retain corporate knowledge and history. A plan in more than a great idea. It is a great idea with action behind it.

Live Healthy, Cope Better

2011-12-15T12:33:00.000-08:00

As many of you know I often speak about the importance of self-care. That is, how important it is for us to get exercise, drink lots of water, get proper rest and eat balanced meals if we are going to be able to handle conflict in a positive way and bounce forward. If we don't take care of ourselves we won't be able to deal with daily stress and other challenges very effectively. Exercise helps us exert energy and positive endorphins which helps relieve stress. Water keeps our bodies hydrated so that our brains aren't sluggish and we can better respond to our environment. Proper rest works also helps keep our minds sharp, alert and focused on the task at hand. Balanced meals give us the right kind and right amount of energy so that we are always at peak operating potential. There is no argument, self care is essential to effective conflict resolution and peaceful living.

I know the basics of self care. Much of it is common sense. However, there are others, experts, that can help us go deeper and really apply the principles of self care to our lives. Just ask Tara Marie Segundo, M.A. She is Fitness Expert and Personal Trainer. a radio talk show host and TV personality, freelance writer published in several top health and fitness magazines, and Pro Natural Figure Competitor based in New York City. Tara Marie is an excellent source of information and inspiration for anyone that believes in the importance of taking care of themselves so that they can be the best they can be every day. Visit Tara Marie Segundo at http://www.healthylife.net/RadioShow/archiveTM.htm to see hear this amazing woman share her knowledge and wisdom about self care.

We have so many demands placed on us everyday that it is easy to neglect ourselves. But, we need to make self care a habit if we are going to bounce forward and have healthy workplaces.

Here Comes the Pitch...

2011-12-12T14:55:00.000-08:00

So often in meetings we are approached by people that come on so strong with their elevator pitches. A few short sentences that answer who you are, what problem you solve and your business is all you really need to present. Sometimes people work so hard on coming up with something so exciting and catchy that the listener has absolutely no idea what you do. Often they won't ask for clarification because they are so overwhelmed by the pitch. So, what happens is that you are left meeting someone who has no clue what you do.

I have heard hundreds, if not thousands, of elevator pitches, and the ones that resonate for me are the ones I can remember the person's name and what they do, what their business is and what problems they solve. Keep it simple and concise. Too much information combined with too much emotion can often create confusing situations. If people don't understand who you are and what your business is they will never think to call you after the meeting, even if they do need your help, because they won't recognize that you can help.

It is also important to be passionate about what you do. Be sure not to be overwhelming though. Confidence, clarity and desire or excitement are enough to show that you love your business and how you help others. This is another great opportunity to practice with friends and colleagues, and in front of the mirror.

Speaking From Experience

2011-12-09T11:56:00.000-08:00

What are the biggest issues we have when we speak with others? How would you answer this question? There are many mistakes we can make when communicating with one another. Whether or not the conversation is friendly and positive or requires courageous dialogue, we can say the wrong thing or say something the wrong way. However, most often the trouble is what we are not saying. That's right, it's the awkward silences we so often experience during conversations. Fortunately, there are a couple of strategies to help keep the conversation moving and focused on what is really going on.

Awkward silence in conversations should be completely avoided. These moments only create more tension and confusion for everybody involved and make the situation that much more uncomfortable. To overcome this we need to become more comfortable with silence. Often our conversations are so rushed that it is difficult to remember half of what was said. Slowing down the conversation and practicing short silences will help you become more comfortable if those awkward pauses pop up during a dialogue. Another strategy to deal with silence are those open ended questions I talk about so often...who, what, where, when, and why and how. If you are really at a loss for words, try this..."tell me more about...". There are free communication tools for that you are welcome to access on this blog site.

Take your time to make your point. Slow down your speech and practice being comfortable with short silences in conversations. Using these tools, plus the many free ones offered on this blog, will help you to have more focused and comfortable conversations.

Don’t Quit…You are almost there!

2011-12-07T13:04:00.000-08:00

Far too often I see individuals and teams quit (a project, solving an issue, building a team) when they are almost at the finish line. Giving up certainly impacts your ability to Bounce Forward and be more resilient. I frequently saw team members who had given up on trying solving an issue just before they resolved it. Or, they compromised too early, as a solution instead of working a little harder to really resolve the challenge and move beyond it. People also give up on their goals. With the new year approaching, and knowing that individuals and businesses often set next year goals, I wanted to share a few thoughts about persistence and sticking with it to the finish line. I recently had the opportunity to hear an incredible speaker, Warren MacDonald talk about finding opportunity in adversity and succeeding through change. This gentleman modeled resilience in the face of fear, and is a great example of a person I believe has Bounced Forward™.

11 years ago Warren set out on a backpacking trip to Hinchinbrook Island, off the northeast coast of Australia and this day would change his life forever. During his climb to the summit of the islands tallest peak, he became trapped beneath a one-ton boulder in a freak rock fall. “Warren’s “test of will” lasted two days before a helicopter arrived, and he was rescued. The accident would cost him the loss of both legs, amputated at mid thigh” (credit Warren MacDonald website). Since Warren’s rescue he has been climbing mountains, ice climbing and inspiring millions around the world with his story, and powerful lessons of courage, perception, overcoming obstacles, and not giving up.

Warren shares a similar belief as me, the way you see something is everything. I have often said in my presentations, that sometimes it is the way we look at a situation or perceive a problem is in fact the problem. Warren reminds us to pay close attention to how we perceive a situation, because how you look at an obstacle determines how you move through it, or around it.

As you move forward into a brand new year, take a close look at your goals, you may be much closer to success than you think. If your perception is stopping you, take time to change your perception and create a different plan to bounce forward. In my latest book, Bounce Forward, I also talk about the importance of taking daily action towards your resilience. The more resilient you are, the better able you are to cope with life’s challenges.

To find out more about my incredible friend Warren MacDonald, please visit his website at:

http://www.warren-macdonald.com

Personally Speaking

2011-12-05T12:36:00.000-08:00

Have you ever been in a situation where a staff member, or staff members, continually raised their personal issues and complaints in team meetings or in front of other staff members? Since this situation is not that uncommon it is fairly certain that you have.

As a facilitator and former mediator, I witnessed this a great deal. The truth is, sometimes the intention is very innocent and not to embarrass, challenge or create a scene. In these cases, the person will often respond favorably to a gentle re-directing comment. "That sounds like a very important question you have, and one we might be able to better address one to one. How about you and I connect immediately following the team meeting?" will usually be met with a positive response and help to bring the meeting back to its initial focus.

However, there are other time where a person does have a bone to pick with a team member or supervisor and raises a personal issue in front of the team. The same type of statement could apply here, "That sounds like an important issue that perhaps you and Sue could talk about following the meeting." Sometimes there is value in checking to see if the issue is just one person's concern. Sometimes the group has a concern but only one person feels comfortable or has the courage to raise the issue. It is helpful to manage your emotions and response and to think carefully about how to proceed. If you notice a pattern, for example one team member constantly raises his/her concerns at team meetings instead of one to one, that would be a perfect topic for a one to one feedback discussion after the meeting. It would be very helpful to understand why the individual feels the need to voice and address issues in that way. There may be an opportunity for the "coaching conversation", a dialogue around alternative ways to address concerns.

Balanced for Focus

2011-12-02T12:23:00.000-08:00

Self-care on a daily basis is essential to being able to cope with change, especially in the work place.

There are strategies that we can do every day to ensure that we have the energy and the resources to cope with what comes our way. The first one is ensuring that we are eating healthily. The busier people are in the work place, the more apt they are to ignore their lunch breaks, ignore their coffee breaks, and avoid taking time outside to get fresh air. It is very important to ensure you are eating well. Many work places are now ensuring they have water coolers and healthy snacks available for employees at work. If you are a team leader, model the importance of getting away from your desk to take a break and to be eating healthy throughout the day.

A second strategy to ensuring we are practicing self care on a daily basis is proper exercise. One company I worked with actually had summer teams that would play soccer out in the parking lot at lunch, and in the winter, they played street hockey. This was a wonderful way of not just breaking up the day, but reenergizing and staying fit (and building the team). Others have walking groups at lunch time or host an instructed yoga class during one of the breaks or lunchtime. Some even bring in a massage therapist once monthly.

Physical exercise is so important because during stressful times, when we experience the “fight or flight” reaction, our adrenaline is really high. The increased exercise and activity helps to burn off this adrenaline build up. When we are regularly engaged in fitness, it lowers our general stress level. When we are active, we have more energy and mental clarity. Mental clarity is not only important for coping with the stress, but it is important for maintaining healthy work relationships and making strong, sound, appropriate decisions. When we are feeling under the weather, under a lot of stress, and under exercised, often our thoughts become clouded and we feel sluggish. When we ramp up the exercise, we ramp up our energy level. Of course, with that mental clarity, we are focusing better and making decisions that are much more appropriate to the situation.

We need to drink more water and be hydrated, and no, coffee does not count as water. It is a stimulant. A lot of people say, “Well you know coffee is made with water.” Sorry to be the bearer of bad news… the doctor advised that coffee does not classify as a hydrating liquid. Often, when people are under stress, or there is a crisis happening in the work place, people immediately go and fill up their mug with more coffee, or grab a pop from the vending machine. The problem is that both are stimulants. We are trying to calm ourselves down but what we are putting into our body is a stimulant that is increasing the adrenaline.

Not only can these tips help deal with stress better but they can also help you keep focused and become more productive. My Executive Concierge recently learned that having more time is not necessarily what helps you get things done. Admittedly, the situation she found herself in was nothing she had designed but, it did prove to be a great experiment in the end. Due to a surgery she found herself unable to move around a lot for a few weeks. She shared with me that initially she thought this would be a great time to get caught up on some personal goals she had been looking forward to finishing. What actually happened was that, as more time passed the less focus she had and the less that got done. She attributes this directly to the long period of inactivity. As more time went by where she was unable to be active and go out to socialize, engaging her mind and her body, the less focus and energy she had to complete extra tasks and meet her productivity goals. She also confided that, despite the extra rest she has had, she felt more stressed at the end thinking about all those things she had wanted to get done but didn't during her recovery time.

In conflict and in life we need to have the right balance in order to reduce stress, deal effectively with conflict and be productive people. Don't forget to look after yourself!

Assumptions Often Lead to Trouble

2011-11-30T10:16:00.000-08:00

Avoiding assumptions in relationships and communication is powerful skill. Easier said than done though, but generally, the assumptions that we make about other people are wrong. Rather than making assumptions, check the information with the person. Ask questions rather than making assumptions. It will certainly improve the communication and not get in the way of the relationship.

When assumptions are not checked out, a person runs the risk of acting on the assumption and creating another challenge. Generally speaking, people know when you have made an assumption about them (just as we do when others have made assumptions about us). Since assumptions often shape our actions, it is helpful to ensure that an inaccurate assumption is not leading behavior.

Despite all our best efforts, conflicts can still happen. If you find yourself in a conflict a conversation needs to be had. Don't delay this process. Be sure to write out what you want to discuss and practice it first but, have the conversation as quickly as possible. Discussing conflict requires people to communicate courageously. Keep these essential skills for managing conflict effectively in mind while having the discussion:

· courageous dialogue

· listening

· paraphrasing

· questioning

· empathy

Avoiding assumptions can help you avoid conflict. Keep these tips in mind and keep bouncing forward!

A Rich Team

2011-11-28T12:08:00.000-08:00

During one of my recent Teambuilding Training Programs, I had the opportunity to ask the attending executives to identify the qualities of a "rich team". Of course, this question refers to the relationships and interactions of the team, not to how much money they generate. The responses I received were very enlightening. Here is what they said:

Cooperation
Communication
Initiative
Respect
Empathy
Flexibility
Unique (contributing as an individual with a separate and distinct personality)
Loyalty
Personable
Honesty
Trust
Commitment
Responsibility

This list identifies some of the most important qualities of a team. Many of these we expect to happen without work and effort and some we take for granted. As you build your team and lead them through the good times, and the not so good times.

The question is, how do you communicate with and engage all of your employees to build these qualities? A great place to start is by including your employees in decision making where possible and appropriate. Explain situations, parameters relevant to situations and decisions (e.g. funds), and specific details so employees can present well informed ideas that have potential for use. Keeping skill sets, personalities, and talents in mind, release some or parts of the control of projects and tasks to others. Sharing responsibility allows for a sense of involvement in the process. Provide support by monitoring and encouraging. Don't forget to be continually connecting employees to the business plan, the company mission and values. The key is to delegate not micromanage. This will extend trust and faith in employees while providing an alternative focus from challenges in the workplace for employees.

seek opportunities to build these qualities. Your efforts will pay off!

Out of the Mouths of Babes

2011-11-16T12:56:00.000-08:00

Yesterday was a wonderful day and tomorrow promises to be just as great. South Oceanside school invited Toby and I to present at their school. We arrived there yesterday to the applause and shouts of 500 kindergarten to grade 6 students.

Of course, they loved Toby and all the lessons he teaches us about kindness, friendship, patience and literacy. It took a little while to get him fully settled down. He seemed to want to say hello to each and every student personally but, that is our Toby. The students couldn't get enough of Toby PAWdographing his books. We love that South Oceanside has asked us to partner with them to fundraise for their library. Tomorrow we will be at the Oceanside Barns & Noble on Vista Way. The store will be donating a portion of the proceeds from the book sales to the school. How wonderful is that?! The students are very excited to come to the store and see some more PAWdographing and introduce their families to Toby.

I love doing these school presentations. It is always so inspiring to see the ambition of the younger generations. When I asked how many of the students at South Oceanside would like to write a book about 75% of them put up their hands. Then, to make the day even more wonderful, a little girl told us, "I love Toby. I want to do good stuff like he does for the world." Those moments make it all so worth while. I wonder what moments we are going to have tomorrow at the Barns & Noble fundraiser...

Success Opens Doors

2011-11-14T09:23:00.000-08:00

Success can be a real door opener! Think for a moment about the different successes you or your business has experienced over the past year. What doors have been opened as a result of the success? What doors have you been more confident to open yourself because of the success?

Are you tracking and celebrating your successes? If not, start right now! Quickly, get a pen and paper and write down the answers to the above questions. When I facilitate team building and strategic planning sessions in businesses and organizations, one of the activities is about tracking successes; the team brainstorms the success and accomplishments over the previous year. This always proves to be a positive experience because often the small successes are never acknowledged, and this gives them a stage. Also, in teams it is common that successes are not known across the entire team so this becomes somewhat of an education. This activity also provides opportunity for team members to be acknowledged and to acknowledge one another's accomplishments.

As 2011 begins to wind down and you gear up for 2012, take some time to acknowledge and track (record) the successes and the doors that have been opened as a result of the accomplishments. This may well help you in the year to come.

Seeking Stability

2011-11-09T12:07:00.000-08:00

What do you do when your organization experiences a lot of change, growth and restructuring? It can be so hard to build trust in an ever changing and seemingly unstable environment. Change can be difficult, and team members don't all deal or cope with change in the same way. One surefire way to build trust is to communicate effectively, clearly, frequently and then repeat this process (again and again). Communication can build trust, minimize rumors, and enhance relationships. Another trust building action is to follow up, mean what you say and say what you mean. Let people know what is NOT changing, that is, what is staying the same. Too often we focus on what is changing, what will be different, and by stating what is not changing, you will provide reassurance and stability.

Communication is a very important component to building stability in the workplace. But, just like any other form of interaction, it can also increase the instability if not practiced properly. We have to be careful what we speak and how we speak. Essentially, we have to look at communication as an art, the art of speaking. Be sure to write down key points of what you would like to communicate to your team and rehearse it. I always suggest rehearsing in front of a mirror. This gives you the opportunity to not only hear how you are delivering the message but also to see how you are delivering your message.

Remember, in any difficult situation, communication is always the key to building trust, stability and a more positive work environment.

Now You Tell Me!

2011-11-07T12:32:00.000-08:00

I have often found myself thinking about my career. Where I started, the people I have met, where I am now, where I am going to. The one firm conclusion I have come to this; I sure with I knew then what I know now...especially about Teamwork.

I am very fortunate as a corporate trainer and professional speaker. The audiences are always diverse and I learn so much from them. Because I have so often contemplated my learning through my career, one of the discussions I facilitate in my training is the question, "what do you know now about teamwork that you wished you knew then?" Here are some of the brilliant answers I have received to this question that we can all learn from.

I am not an expert on everything like I sometimes think I am.
Everyone has a voice.
There is a fine difference between being aggressive and being assertive.
Learning how to manage differences in ethics is important.
To be comfortable without having all the answers.
Not to take things personally.
Choose your battles.
The older you get, the less you know.
What bugs us about other people provides us an opportunity to look at ourselves, they are just mirrors for us.
conflict only gets worse when you don't address or resolve it.
Clear expectations will solve a lot of problems.
Values and work ethics sometimes differ from your own.
To be curious and to ASK.
Not to be threatened by conflict.
It is actually respectful to give feedback.

I hope that there is some insight here for everyone who reads it. If you have your own answer, please don't hesitate to share. Our learning is never done and we have so much to learn from each other.

Please Don't Repeat That!

2011-11-04T13:37:00.000-07:00

Have you ever had the opportunity to ask someone to pay really close attention to how you speak in conversations? Maybe it was to type out word for word a recorded conversation or presentation you made. You should because this is such a powerful learning opportunity.

Recently, I asked my Executive Concierge, Shannon Berry, type up a teleseminar recording for me...word for word. I was pleased to see it was not full of "ahs" or "ums" however, I was shocked to read the number of times I said "So" and "Now". These are filler words just like "ums", "ahs" and "well". They don't add anything to a conversation. In fact, they may actually detract from the conversation. Too many fillers can leave a speaker looking nervous, unprepared, even uncertain of the material they are presenting. Of course, this is not necessarily true but, it will most likely have the audience thinking these things.

Communication and presentation skills always require practicing and critiquing. It is interesting because it makes you aware of the filler words that add nothing but take up valuable space in a conversation. I encourage you, just for fun, and of course for learning, to tape record some of your conversations or presentations and see what you can discover about yourself. Make note of the words you hear yourself repeating, count how many times you say them. Ask yourself, does the repetition of this word add or take away from my message? Develop a plan, some way that you can be reminded when you start to repeat that word or even other words. We often tend to use substitutions instead of pure omissions when trying to change. Have a friend or assistant give you some sort of signal when you start to use words repetitively, whatever works best for you and your situation. Life is richer when you continually learn and grow.

Ghosts of the Past

2011-11-02T11:32:00.000-07:00

It's unfortunate but everyone of us has probably experienced the "conversation of the past" in our workplace. This conversation is usually brought up more than once and revolves around a change that occurred well in the past. Perhaps you weren't even with the organization when this change occurred but there just seems to be a person that cannot stop bringing it up. They continue to bring up any issues they perceive resulted from that change and how those issues continue to make them unhappy. What do you do?

First, I would put some limits on how many times this conversation will be repeated. You can accomplish this through feedback, being very specific about what you have seen, heard and observed. Make note of the impact of these things and what you would like to see instead. The past can't be undone, however, one can make changes for the future.

Second, it might also be very important to query why these past issues continue to be raised and explore how the person can move beyond the issues. This would be important information for the person as well. Find out if there are any opportunities to provide coaching to the employee to help him/her move forward. You may also consider a referral to your EFAP benefit provider, if you have that support in your organization.

The two key elements to remember when trying to move through the past is to limit and explore. Limit the influence of the past on the present and explore options in helping the organization cope with changes and Bounce Forward!

If You Don't Ask, The Answer is Always No!

2011-10-31T11:36:00.000-07:00

Making an ASK (defined as a request) may not change your team, business, or life exponentially, but not ASKing will ensure the status quo remains. Making a request or an ASK can have a significant difference in the quality of your business, team, or life and help you quickly achieve what you need.

Take Mike’s situation. He is the leader of a pretty effective team. This team has energy, passion and is meeting deadlines at warp speed. However, this team tends to work in isolation from one another. When they have sat back and pinpointed where the pinch points are, many have led back to not ASKing (for help, clarification, feedback, time and resources). What has been preventing the team members ASKing for help? The first response was, “We didn’t know that we could (ask for help).” The pace of the work and the environment they worked in didn’t really model asking one another for assistance. Their leader Mike rarely ASKed for help, so some felt that there was an unwritten rule about ASKing, and avoided it.

The second reason the ASK was avoided stemmed from a fear of what others would think.

The third was the fear of being perceived as incapable, unable to do the job, or weak. Fear and not knowing were at the root of their inability to ASK. This was a high performing team; imagine the results if they stepped out of their comfort zone to ASK…their results would be incredible!

Creating an ASK environment and giving yourself and others permission to ASK is an important step in creating the space for team members (and leaders) to step out of their comfort zone. The environment must be safe to ASK.

Jane worked for an educational institution that placed high value on innovation, engagement and learning - not just for students, but also for staff. This environment seemed to invite employees to ASK. Sam had the opposite experience. He worked for a paramilitary organization that had a long way to go in creating an ASK environment. As a new employee, he recalled having lots to learn. His first few requests for mentoring and guidance were met with a white binder being placed in his hands accompanied by, “It’s in the manual. Read it!” Sam avoided ASKing for help for a long time.

Let’s be real for a moment. Doing an ASK in no way guarantees that your request will be met. However, one thing’s for certain. Not asking ensures that your request will not be met. As a professional in the business of helping individuals and teams exceed their potential and meet their needs, I am constantly reminded of how few people ask for what they need. And I am more surprised at how people sabotage the ASK the moment the words leave their mouth, or ask in a way that diminishes the importance of their request.

Let’s talk about Sally, a long term employee in public service who has held the same position for many years. Although she wanted to move up the corporate ladder, she shared that she was now just “putting in time”. I was curious to what happened to her goal. Sally responded with a simple statement: “I never got a promotion!”

Hesitant to ASK what was in my mind, I bit the bullet. “Did your supervisor know that you wanted to be promoted, to move up the corporate ladder?”

Sally looked at me as if I had three heads. She sighed and said, “Why should I have to tell her? She should know. I was here so long I was becoming part of the woodwork.”

Sally expected her supervisor to be a mind-reader. How sad! Sally had missed these opportunities and was now miserable at work. The more I spoke to Sally, the more I learned that this pattern was prevalent in her life. She expected her spouse to “just know” what she needed or felt, and was constantly disappointed when her expectations were not met. Sally had become bitter and blamed the company and her supervisor for not promoting her, but took no responsibility for changing her situation, or for letting her employer know her needs and goals. In fact, she didn’t even mention her goals during her performance reviews. It was almost as though she “tested” her supervisor to see if she could figure it out. How different Sally’s life and business may have been if she had dabbled her foot over that discomfort line in the sand, and let people know her goals and ASKed for opportunities to grow with the organization.

Bob had a similar attitude and belief system as Sally. He identified enough “problems” to fill a sheet of flip chart paper during a facilitated brainstorming session on how to build a healthier work culture. Bob’s common response to many questions was, “Same s---, different day.” I watched the energy drain from his colleagues’ faces every time he made that statement, but Bob was completely unaware of the impact his words had on those around him. He looked at problems, not possibilities. He was so caught up in what was wrong, broken or not working to consider what it could be like. Bob’s way of being prevented people from ASKing him, too.

ASKing is uncomfortable for most of us but we need to be willing to go outside our comfort zone to receive what we need. We also need to be open to helping others overcome their discomfort and find their voice to ASK. By being willing to ASK we can set an example for others to do the same. By being approachable, we can give others the opportunities they need to ASK for themselves.

Over My Head

2011-10-28T09:31:00.000-07:00

I have been asked many questions at the seminars and workshops I have presented. One of those questions pertains to a common situation and I have been asked it so often. As a supervisor, how do you cope with a staff member that won't accept your answer and goes over your head to your manager for "a second opinion"?

Believe it or not, this is so common there is an actual term for it. We refer to it as "triangulation". It needs to be met with firmly yet with diplomacy and compassion as well.

One way to deal with these situations is for the manager to let the supervisor know about the conversation. If the supervisor has already dealt with the situation, the manager could advise the employee that it was not appropriate to disregard the supervisor and bring him/her forward in such a manner. But, communication is essential between the supervisor and the manager. Not just in this situation but also in the time leading up to it. Both the supervisor and the manager need to know that they can comfortably approach each other and discuss these situations in order to come to a resolution in them. It is also essential for the supervisor and the staff member to have open lines of communication because it may well be suggested by the manager for them to come together and discuss the situation again. It needs to be found out why the staff member was not happy with the original decision made by the supervisor. It should also be requested that the supervisor provide feedback about how the employee handled the situation and provide coaching about the organizational expectations around issue management.

I would like to point out two very important factors in this becoming a successful conversation. As mentioned, open lines of communication between all levels of an organization is very important. It needs to be a part of the corporate culture. The second factor is that there needs to be a clear plan regarding issue resolution within the workplace and all employees need to be educated as to what that plan is and the expectations of the organization when such situations arise.

Following these guidelines will help to ensure a healthy and happy workplace environment that can move through issues quickly and smoothly.

Business Card Learnings

2011-10-24T16:13:00.000-07:00

Is there a business card that stands out in your mind? Do you recall what is what about that card that made it stand out for you? We can learn a lot from a business card. It is usually the first representation we receive of a company. It can also make the business card a reflection of a business owner's branding. The card that you thought of before, have you ever told anyone about it? I once saw a business card that was so unusual you just had to ask its owner some questions about it. That unique card started a conversation and became a valuable conversational tool for the business owner.

The bottom line is that your business card is an important resource that can serve to enhance your company's presentation. But, it can also be a resource that serves no purpose at all. One of my pet peeves are cards that the type is too small to read. I once received a business card with such small print that I couldn't read the email address. I tried to enlarge the card on my computer, used a magnifying glass, even my reading glasses didn't help! Eventually, I called the person and asked for clarification. No one should have to go through this much trouble to decipher your contact information. What message could this send to the people that receive it? What does it say about what you might be like to do business with?

Business cards are not just contact information. They are your company's calling card. They are also that first impression you will never get the chance to make again. What impression is your card leaving with the people you are meeting right now? Be sure to let those people know you are considerate of their needs, professional and knowledgeable about your company's areas of expertise.

A Fabulous Event

2011-10-20T16:49:00.000-07:00

On November 5 from 10 am to 5 pm a truly unique experience will take place at the Mayfield Inn Trade Centre. That is when that Toby and I will be the M.C.'s for the Fabulous @ 50 Experience and Martini Party. This wonderful event is a trade show made just for women of the baby boom.

At the show attendees will be treated to over 75 exhibitors presenting products and services to help enhance the lives of this group of ladies. There will also be door prizes, swag bags, a draw for a 7 day trip to the Mayan Riviera, and of course, Martinis!

I can't wait for this event. It isn't often that Toby gets the opportunity to co-host an event. Now that he has his PAWdographing technique perfected, it seems only natural that he should move on, or Bounce Forward as I like to say. Both Toby and I love these big events. I am always amazed by the people I get to meet and spend time with. Toby can't help but say hello to everyone he meets. What he receives back is usually so much more than just a hello. Talk about living out your purpose!

We would love to meet you there too! Please make sure to stop and receive your "hello" from Toby if you do.

http://www.fabulousat50.com/MainMenu/Events/Fabulous50Experience/Edmonton.aspx

I Love to Bounce Forward!

2011-10-18T10:54:00.000-07:00

Yesterday afternoon was fantastic! Shannon Berry, Capital Concierge, and I presented the Bounce Forward Contest Event to a room of wonderful people. So much thanks needs to be given to everyone that helped make it such a success. From our sponsors to our attendees, everyone has shown such great support for us. Even Toby was so excited to meet everyone that we could hardly get a picture of him that was in focus or without him barking his greetings and approvals!

The people that I get to meet during my speaking engagements always seem to amaze me, and this group was no different. Everyone listened to what I was saying so intently and asked excellent questions at the end. I definitely have some new material to consider thanks to those questions and the attendees participation in the resulting discussions. Of course, there were also some good friends there that I haven't seen in a while. It is always nice to be able to reconnect!

A big thank you to all our sponsors too! Deborah Kurach (Verve Salon & Spa), Anita Beil (The Clutter Helper), Lazina McKenzie (L Squared Style), Christina Mawhinney (Pretty Mama Ltd), Lisa Litwinski (Today I Choose...Daily Inspiration Cards), Al Head (Safety Ahead), Debra Kasowski (The Millionaire Woman), and Mariana Konsolos (Princess Florence Handbags).

To see more pictures of our wonderful day visit www.bounceforwardcontest.wordpress.com

What a fabulous way to start off Small Business Week!

Bounce Forward resilience, To Do or Not To Do

2011-10-13T08:49:00.000-07:00

To Do or Not to Do

“Have you ever noticed that people tackle the easy or exciting tasks first, or the ones they can do with their eyes closed when they are under stress?” asked a leader in a training session.

Smiling, I nodded and agreed, noting that we have all probably done that before. In fact, I believe that many people operate this way and that this approach is what increases their stress. Think about it for a moment. Your work day begins at 8:00 a.m. You quickly open your planner and tackle the easy and fast tasks first, check emails several times, and organize a pile on your desk that has been growing.

It is now 10:45 a.m. and you prepare quickly for your 11:00 a.m. You are almost late, you notice as you glance at the clock above the photocopier, which jams three times at 10:57.

Arriving on the nose at 11:00 a.m., you realize you have left your files, planner and note pad on your desk (but at least you have the copied documents you needed).

The meeting ends at 12:10 instead of 11:45 leaving you barely any time to finish the report that is due for the committee meeting at 1:00 p.m.

Arriving back at your office you open your planner, and notice that in your efforts to check off a bunch of small tasks off the to do list, you have not allowed yourself the time needed to prepare for the afternoon meeting or to make the dreaded phone call to a client who has been difficult at the best of times.

By the time the committee meeting ends, you are too tired to make the phone call and say, “I’ll get it done tomorrow.”

What happens is that at the end of the day, you still have your big top-three priority items that need your attention and you don’t have the energy to tackle them.

Dealing with the difficult or stressful tasks when you have the most energy is a great way to stay resilient throughout the day. Put some deadlines or timelines on your tasks as well. It is important, though, to be reasonable and fair with your deadlines.

This excerpt was from Charmaine Hammond’s Bounce Forward book. To learn more about this topic, check out Charmaine’s new book Bounce Forward. You can order your signed copy for $20, including GST and shipping by emailing chris.alcock@hammondgroup.biz or calling 780-798-2426.

Recent Corporate training, Sometimes the Way We Look at the Problem, IS The Problem

2011-10-09T13:35:00.000-07:00

Another way to think about stress is through the outcomes you
experience in your life. For example, the quality of your relationships, your
satisfaction with a job, your current level of health and stress, and your
financial situation are all a result of how you have responded to situations,
events, and circumstances that have come up in your life.

You might be thinking: “There are lots of things that come up in life that
I have absolutely no control over.” And you are absolutely right! There are
many situations that go on in the workplace that you cannot control or
influence. In fact, there are events that arise in life that are completely out
of your control. It is important is to spend your energy, skills and time
focusing on what is within your ability to control or at least influence.

I discovered many years ago when I was a Correctional Officer that
sometimes the way people view a situation or event is actually the problem.
When you can change how you look at the event or view it through a
different lenses, sometimes the issue doesn’t seem so bad.

“Why is it that people always put their energy into the things that drives
them crazy…stuff that is completely out of their control?” asked a client
during a team building consultation.
“Tell me more about that. What do you mean?” I asked Joe, the team
lead. Joe had been with his company for 15 years, and according to him
he “had seen it all, and done it all.”

“Well, I have noticed that our staff meetings often go off on a different
tangent. It seems innocent at first but then I see the team’s energy
focusing on what they can’t change, such as company policy, the available
budget, and the current economic climate in the world. People get pretty
hot under the collar and it can be tough to bring them back to the real
world…our business.”

“Great question Joe, one that would be useful to explore when we meet
with the team. What’s your take on it, though?” I asked. Joe really
seemed to have his finger on the pulse of his team and had a vested
interest in building a resilient and inspired team.

Thinking for a few minutes, Joe responded, “Maybe when people focus
on what they can’t control they can assign blame, or look to who ‘should’
be responsible, instead of what they can actually influence or fix
themselves.”

“Interesting. So I wonder what gets in the way of the team having
THAT discussion.”

These two questions were soon a facilitated discussion that led to an
incredible team building process. The questions were: Why do team
members put energy into what is not within their direct control and?
And what is it that we can actually control or influence, and could we
explore putting our energy there instead? As the team explored looking

through a different set of eyes, they discovered that when they focused
only on the negative or what seemed broken the situation was far worse
than it was in reality. When the team focused on what was in their
control, they looked at that same event very differently, and focused
on solutions!

Excerpt from Charmaine Hammond’s Bounce Forward Book.

To read more about this topic, follow the blog, or you can order a copy of
Bounce Forward (the book or the soon to be released audio book) by
emailing chris.alcock@hammondgroup.biz for your signed copy.

Corporate Giving...creative philanthropy for bigger impacts

2011-09-04T08:09:00.000-07:00

Last July I had the pleasure of meeting Mr. Zig Ziglar in Texas. During his presentation Zig said “You can have everything in life that you want if you will just help enough other people get what they want.” That quote really resonated for me, as this concept is an important foundation in how we run our business.

We at Hammond International Inc. are big on corporate giving. Together with our dog Toby (the star of my bestselling book On Toby’s Terms) we have raised $11,000 for charities, have donated thousands in terms of product and book donations, and gifted presentations through our corporate giving program.

Every year we decide on a main charity we want to actively support, along with other causes that we want to help in making a difference. Many of my corporate clients have incredible corporate giving programs from sponsoring community sports teams, donating funds towards local charities and non-profit organizations, to volunteering their time as a team, and even donating their services and products. I also know that because of their philanthropic efforts, I find myself being a champion for them.

In the fall 2011 Alberta Venture Magazine, Brett Wilson wrote an insightful article titled “Give That You May Receive.” Brett is one of Canada’s most successful businessmen and innovative philanthropists. In the article Brett provided several examples of how innovative approaches to corporate giving and philanthropy can help you leverage and expand the results of paying it forward. Brett suggests that it is important to ensure that your corporate giving is aligned with your company brand, to consider collaboration or combined efforts and apply innovation in your giving programs.

As you begin your planning for 2012, consider how you will choose philanthropic causes to support, what type of support you will provide, and how you will connect your team to corporate giving initiatives.

Listen Like Allies

2011-08-26T18:01:00.000-07:00

I once heard someone say “listen as allies, not as adversaries.”

What a powerful statement. Listening is one of, if not THE most important skills in communicating for success. When I was a mediator I watched the challenges with listening every day. The more intense the conflict, and the longer the animosity had gone on, the more difficult it was to listen. Instead of listening, they were planning their argument in their head, or digging through their mental filing cabinet for the history and verbal ammunition to support their own viewpoint.

For others, the emotions ran high and blocked the ability to listen effectively without judgment or blame.

I have read some studies that indicate we only remember 24-50% of what we hear, so communicating your message clearly, effectively and timely is important if you want people to remember what you are communicating.

There really is a gift in listening. Listening builds shared understanding and often you hear the nuggets (or potential solutions) if you are open to them.

Here are a few tips to boost your ability to listen as allies, not as adversaries:

1. Have a mindset of curiosity. When you are curious, it makes it difficult to be judgmental.

2. Pay attention to your thoughts. Where is your mind when someone is speaking to you? Is it on your to do list? Digging through the mental file cabinet? Planning your retort? Or, with the other person in the conversation?

3. Be present. This is easier said than done. Being present is more than just showing up. It is about being engaged in the conversation.

4. Be open to the concept that all opinions and perspectives are welcome, and are important.

5. Defer judgment-allow the speaker to finish.

6. Manage your emotions. If you find yourself becoming emotional or reactive, say something like “I may have understood you correctly, and I find myself reacting and taking what you said personally. What I thought you just said is _____, is that what you meant?”

7. Remember to breathe. Under stress your breathing changes, and this can increase anxiousness. Breathe, and minimize distractions that will get in the way of communication.

When you listen like you are allies, or on the same side, there is less tendency to become adversaries.

To learn more about listening and communication, check out Charmaine’s new book Bounce Forward. You can order your signed copy for $20, including GST and shipping by emailing chris.alcock@hammondgroup.biz or calling 780-798-2426.

To BE (Balanced) or Not to BE (Balanced)

2011-08-10T21:40:00.000-07:00

Lifestyle management, or being resilient, requires a balancing act and the juggling of a lot of priorities. For many years, I quite liked the concept of work/life balance. Watching other professionals who seemed to have it together and were living what appeared to be fairly stress-free lives, I noticed that balance wasn’t necessarily what they had achieved. I still got emails from them at ridiculous times of the morning or night, saw them at meetings in the evening when other people were home with their families, and I knew how much they had on their plate.

Sue is a great example. She is a hard worker, and has a lot on her plate in terms of work responsibilities and family commitments, including two small children. She is actively involved in her community and plays soccer. Sue really has IT going on. She never seems frazzled, always has a healthy energy, and doesn’t rush. One day I asked her, “How do you balance it all?”

“I don’t!” said Sue as she looked at me and smiled, obviously awaiting my next comment or question.

“You don’t?” I asked, trying to mask my surprise. “How do you manage? You never seem flustered or stressed, yet you have more on the go than many people I know.”

“I discovered a long time ago that I can’t balance my life. It is difficult for me to share my time equally between work, family and the many other areas of my life. That would cause me a great deal of stress,” explained Sue.

Now I was curious. If she didn’t practice work/life balance, how could she be this successful and easy going?

“So what is the secret?”

“Work life balance isn’t the answer for me. I strive for work/life harmony.”

I leaned in, not wanting to miss one single detail of Sue’s response. “What do you see as the difference between work/life balance and work/life harmony, Sue?”

Smiling, Sue replied, “Work/life harmony is more about me putting my time and energy into the different priorities in my life in a way that I don’t feel like I am compromising one area for another.”

It is a fine difference in the concepts, and for different reasons, the concept of work/life harmony seemed a better fit for me.

This is an excerpt from my book Bounce Forward.

What analogy works for you? Balance? Harmony? Why?
Here are a few quick tips on work life harmony, with more to come in the next blog.

- Set three urgent/big/necessity priorities each day, and tackle these before anything else.

- Listen to your language and thoughts. Do you catch yourself saying/thinking “I am SO Tired” or “Today was a day of expending energy on what mattered”. Do you say/think “I’m the only one pulling my weight here” or do you say/think “I gave more than my 100% today”. When you focus on being tired, doing it all, or blame, your energy will quickly disappear. When you focus on energy, abundance and what you accomplished your energy increases.

- Learn to say “no”. Sometimes you have to set boundaries, and that can require you to say “no”. Often people say “yes” because they are uncomfortable saying no, and then they feel resentful. Nothing zaps your energy and resilience more than this.

- Remember the SEWS (sunshine, exercise, water, sleep), the basics of creating harmony.

To read more about this topic, follow the blog, or you can order a copy of Bounce Forward (the book or the soon to be released audio book) by emailing chris.alcock@hammondgroup.biz for your signed copy.

What pushes your “I Am STRESSED button?

2011-08-09T20:33:00.000-07:00

If I were to ask, “What are some of the stressors in your life,” what would you tell me?

When I ask that question, I hear many things including stressors that have to do with relationships. Some examples might be when there are family or health problems at home. Or, when relationships are under pressure and they’re not meeting one another’s needs, along with disagreements or conflicts, unhealthy relationships, or children that are experiencing trouble in school.

Finances can also be a tremendous stressor, both at home and at work. At home, dealing with debt, money management, and our attitudes and perceptions about finances can be extremely stressful.

At work, we are coping with how to get the job done, not just with the limited time that we have, but also the limited resources and limited finances.

Time is often a stressor that I hear about, especially at work. The challenge is that we have the same amount of time available to us every single day – 24 hours. What becomes so important is how we manage our moments, how we make seconds count, and how we deal with the time we have in a working day.

This excerpt was taken from the Bounce Forward book I published in April 2011.
What stressors push your I Am Stressed Button? Part of coping with stress and bouncing forward is to first know what causes you stress.

It is easier to deal with the devils you know than those you don’t is the age old saying. The same is true for stress. When you are aware of what causes you stress, you will find that you can sometimes avoid what causes you stress, or find it easier to respond appropriately to the stress.

In the next blog I’ll share some tips on managing stress.
To read more about this topic, follow the blog, or you can order a signed copy of Bounce Forward (the book or the soon to be released audio book) by emailing chris.alcock@hammondgroup.biz for your signed copy.

What does it mean to Bounce Forward ™

2011-08-09T09:32:00.000-07:00

To understand the concept of bouncing forward, it is important to recognize that life offers many opportunities or moments to learn and grow. My new book, Bounce Forward, begins this way:

Life really is full of moments…moments that define you, moments that challenge you, moments that stretch you, and moments that make you grow. What we do in these moments really counts. What we don’t do in these moments also counts. Any action, including no action, sets the stage for what comes next.

In essence, to bounce forward™ is to stand up, brush your knees off, and move forward when life’s moments cause you to stumble or fall. It is more than simply recovering or returning to the original state, which is how resilience is usually defined.

You can probably list numerous situations that you would never want to return to or simply recover from. Recovering doesn't mean we are any better off. Bouncing forward does!

In my first career I was a correctional officer ---I know, those of you who know me are probably scratching your head trying to picture me, 4 foot 11 (and ¾) tall as a Correctional Officer but it’s true. It didn’t take me long to see one similarity with many of the inmates. Many of them were stuck- stuck in relationships that were going nowhere, stuck in a criminal way of life, stuck in a conflict from ten years ago, stuck in a past trauma, you get the picture. They were surviving but moving forward after life’s challenges. They were not bouncing forward.

I saw this same dynamic play out in my role as a mediator. To become unstuck, we must bounce forward.

Here are five ways to know if you are bouncing forward:

- You are optimistic, you can see opportunity, a new future in a challenging situation
- You do not talk about the past as if it is your present
- You are able to forgive
- You are able to “let it go”
- You do not hold grudges

To read more about this topic, follow the blog, or you can order a copy of Bounce Forward (the book or the soon to be available audio book) by emailing chris.alcock@hammondgroup.biz for your signed copy.

The 5 C’s of Courageous Dialogue and Communicating Courageously

2011-07-13T22:05:00.000-07:00

For many years I have been presenting on the topic of communication, conflict resolution and what I now refer to as Courageous Dialogue.

I learned as a mediator that the word “conflict” is often perceived as negative. And, in many instances, the process of resolving conflict has been perceived as a reprimand instead of an opportunity.

This is why I began to see the need for what I call “courageous dialogue”. By this I mean having the conversation that matter most and are mostly avoided. When I reflect on the many cases that I dealt with as a mediator and also the teams I have provided training to, I have seen the need for five qualities that enrich dialogue.

1. Calm- the moment you react to the other person’s emotions, get caught up in their reactions, or communicate in a way that is emotional, the state of calm is jeopardized. The more anxious people feel in a conversation, the more anxious the dialogue becomes. To reduce the risk of saying or doing things that you regret later and have to do a mulligan (the re-do), stay calm, remain focused on the issue at hand and remain present in the conversation instead of drifting into your internal chatter.

2. Clear- the more clear you are, the more effective the dialogue. Often people make assumptions that the other individual will (or should) know what you are trying to say. The reality is that this is not true in most cases. Assuming usually causes disappointment and frustration. Speak clearly. Check for clarification. A great way to be clear is to practice first. When you write down what it is you wish to convey then practice it (in front of a mirror) you will see what the other person will see the next day or when you have the conversation. You will notice when you become uncomfortable or emotional. When you stammer for words, and when you are clear. When you practice several times, you do yourself a big favour. We’ve all experienced ‘brain freeze’ before (you know what you want to say and in the moment/conversation you can’t find the words), well practicing can really help here. When you practice, you lock your points into your brain and under stress and discomfort your brain will more easily find the words, because you have practiced them time and time again. Here’s the great news-- practicing doesn’t just help create more clarity, it also helps with confidence.

3. Confidence- practicing helps you be more confident. Another reason confidence is important is that people find it easier to listen when the message is clear and confidently presented.

4. Concise- under stress and in uncomfortable situations many people are plagued by ‘run on’ communication. Other than stopping to breathe, the conversation is one way and the listener almost feels like he/she is being dumped on. From my experience this results from nervousness, lack of confidence, not having prepared or given thought to the message. People often shut down or zone out when the conversation feels one-sided and run on. Instead, imagine yourself speaking in bullet points. Make a statement and pause instead of running the messages into one another. Allow time for thought and reflection from the other person. Invite them into the conversation.

5. Congruence- mean what you say and say what you mean. Congruence is extremely important. During conflict people are super alert to incongruence and mixed messages and this often ignites other challenges or reasons to keep the conflict alive. When you bring your best version of you to the conversation, and when you are authentic, you are already starting out on the right foot.

When you bring the five C’s into your next dialogue you will find yourself speaking more courageously about the topics that matter most and are mostly avoided.

Charmaine Hammond
Best selling author, On Toby’s Terms, Bounce Forward, Toby the Pet Therapy Dog
Hammond International Inc.
www.hammondgroup.biz
Twitter: hammondgroupbiz
Facebook: Charmaine Hammond

I AM

2011-06-04T21:31:00.000-07:00

In April, during our California book tour, we were enjoying strolling around Oceanside and came across a sign that said The I AM Temple. I found this so intriguing. Harrison Klein, one of my mentors taught me the power of these two words—I AM.

They are powerful words because they ultimately define how you see the world, and shape your actions, and of course your results. For example, recently I heard some individuals in a coffee shop sharing their stories. One individual was making comments like “I AM so exhausted”, “I AM sick and tired of this snow and cold”, “I AM sick of being on a diet all the time”, “I AM worried about the new manager- I hope everything doesn’t change.”

Whereas the other person made comments such as “I AM so excited about vacation”, “I AM loving my son’s new teacher, he’s doing really well this year”, “I AM back at the gym again”.

The difference between their “I AMs” was quite noticeable. I couldn’t help but take note the difference in their presence. The first individual appeared tired, and her non verbal communication included eyeball rolls, lots of sighs and a very serious almost agitated demeanour. The second individual was expressive, smiling as she spoke, learning forward when she shared exciting news, and appeared relaxed and light.

It was a powerful reminder that these two words are powerful, and that we must carefully choose our I AMs because they shape our future, and out results.

What I AMs are you giving off?
What I AMs are shaping your future?
What new I AMs can you create to create more positive and powerful outcomes?

What makes a good leader?

2011-06-04T20:06:00.000-07:00

In many workshops I invite responses to this question. “What is a great leader?”
The responses I have heard continue to intrigue me. The term leadership has many definitions and qualities.

Recently I came upon this quote “Leadership is the art of getting someone else to do what you want done because he wants to do it” by Dwight D. Eisenhower.
It reminded me of a supervisor I worked for many years ago when I worked as a correctional officer in a secure custody young offender facility.

This leader had an amazing ability to inspire staff to “get the job done”, even the tasks we did not particularly enjoy. How did he do this? He connected us with the big picture, ensured that we all knew the role we played in corporate goals, and in changing lives. He ensured that we were accountable, to ourselves, our team and the clients.

He believed that there were many paths to completing a task and allowed us some freedom for creativity and testing out new approaches. He did not micro manage, rather, he checked in with us frequently for us to tell him what we are learning, how we have overcome challenges, and how our approach made a difference. Those who wanted to be micromanaged didn’t last long in his unit. Those who stayed went on to make big differences in the lives of others, and in doing so, grew a great deal!

What a great leader? My response is “His name is Jon!”

It’s not what happens, it’s what you do that really counts in life!

2011-06-01T07:20:00.000-07:00

Norman Vincent Peale says "The secret of life is not what happens to you, but what you do with what happens to you."

What a powerful quote. Life often gives us curveballs and adversity to deal with, that is a fact of life. Really in life there is very little that is completely within our control or influence. How you deal with life’s situations is what becomes really important.

The first step in changing how you deal with life’s situations is to change how you see the situation. This of course is easier said than done. Try to view the situation as neutral or positive. Ask yourself “what can I learn here?” or “how can I grow?” Seek to find opportunity wrapped up in the challenge.
The next step is to act upon your new view point. Stepping into action is an important step in locking in the new viewpoint. Rather than fall victim to the circumstances, take action.

Finally, seek to review what you have learned. I am a firm believer that life continues to send us the same challenges, crises or problems until you learn the lesson. The faster you learn the lesson and incorporate the learning, the quicker the pain goes away.

So remember, it’s about what you do when life happens that really counts!

How Far Can You GO?

2011-05-31T13:51:00.000-07:00

In my career I have seen so many people give up just before they succeed. The last risk they need to take often feels like it is too much or too big and they give up. This causes so much sadness to be a bystander watching them in their game of life.

My dear friend and author Kelly Falardeau talks about the connection between taking the risks and reaping the reward. Her statement and title of her book is “No risk, no reward.” She beautifully describes the gifts in persisting through the risks to later enjoy the rewards.

The next time you are struggling and ready to give up and change direction, see if you can stretch just a little bit further. Remember this…."Only those who will risk going too far can possibly find out how far one can go."- T.S. Eliot

Oh Canada!

2011-05-30T16:59:00.000-07:00

On March 27, 2011 we headed south through Alberta towards California for our second US book tour for On Toby’s Terms. As excited as we were to feel the sand between our toes and the surf crash over us on the beach, I watched the Alberta scenery fly past my car window and noticed how beautiful our county is.

From snow covered farm fields, to hoarfrost icicles on evergreen trees, to mountains that go on forever to beautiful lakes, rivers and streams. On May 1, we headed back home through BC, and I felt the same appreciation for the beauty of openness of our country.

As you go about your day today, take a few moments to take in and appreciate the beauty of your neighbourhood, your local parks, and the scenery that passes by your car window. Sometimes we are so busy with our life that we don’t take in what is around us.

Enjoy!

Creating “Stratospheric Business Success”...through giving!

2011-05-02T13:55:00.000-07:00

I know, that caught your attention, didn’t it? Stratospheric success? Just how big is that? Stratospheric success is bigger than the biggest success you can imagine. This level of success touches, impacts and supports more people than you can imagine. That might not be the technical or dictionary definition but it is the way I see stratospheric success.

A couple of weeks ago I was at a business networking event and a businessman, Greg who is a successful life and business coach, handed me a book on CD. He said “Hope you enjoy this. It is the Go Giver book. One condition.... just pay it forward by giving it to someone else to listen to when you are done.”

On our drive from California to Sedona, Arizona for our book tour and speaking engagement, my husband Chris and I listened to the book. I was delighted to discover how closely aligned my thinking and values were to the concepts presented by the authors. Through a beautiful story you discover the five laws to stratospheric success.

The first is the law of value, to give more in value then you take in payment. When you give because you love to give, profitable outcomes begin to happen. The second law is about compensation- what we earn is determined by our impact and reach. The third law is about influence- putting other people’s interests first, and to stop keeping score. Law number four is about authenticity- recognizing that your most valuable commodity is you, and that you receive what you put out. If you want good relationships but communicate in a harsh manner, you may not achieve the level of relationships you desire. And the last law, which is so vital, is about receptivity. That giving also involves receiving.

We have seen these laws firsthand in our business although we had not read the book and didn’t know specifically that these strategies were some of the foundations to stratospheric success, but it was reassuring to know we were on the right track. Our business has always been operated from a place of giving and being full on in service. I have experienced on countless occasions that when you come from a place of giving, it always comes back to you. Giving is not about keeping score, you scratch my back I’ll scratch yours, or “you owe me”. It’s like this...if you want more influence, share your influence and be a strong connector. If you need more support, extend support to others.

I encourage you to find ways to give more, of your time, your wisdom, your support, listening, being a good friend, and by helping a stranger. Sometimes the best form of giving is the activities that cost nothing but create big impact.

I AM

2011-04-16T20:57:00.000-07:00

This week as we were enjoying strolling around Oceanside California, we came across a sign that said The I AM Temple. I found this so intriguing. My mentors have taught me the power of these two words—I AM.

They are powerful words because they ultimately define how you see the world, and shape your actions, and of course your results. For example, recently I heard some individuals in a coffee shop sharing their stories. One individual was making comments like “I AM so exhausted”, “I AM sick and tired of this snow and cold”, “I AM sick of being on a diet all the time”, “I AM worried about the new manager- I hope everything doesn’t change.”

Whereas the other person made comments such as “I AM so excited about vacation”, “I AM loving my son’s new teacher, he’s doing really well this year”, “I AM back at the gym again”. The difference between their “I AMs” was quite noticeable.

I couldn’t help but take note the difference in their presence. The first individual appeared tired, and her non verbal communication included eyeball rolls, lots of sighs and a very serious almost agitated demeanour. The second individual was expressive, smiling as she spoke, learning forward when she shared exciting news, and appeared relaxed and light.

It was a powerful reminder that these two words are powerful, and that we must carefully choose our I AMs because they shape our future, and out results. What I AMs are you giving off?

Choose your thoughts

2011-04-09T08:39:00.000-07:00

We carefully choose what we will eat, the clothes we wear, what shows we will watch on TV, what activities we pursues, who we spend time with, what to buy someone for their birthday, picking out the perfect greeting card, and where to go for a vacation.

We also need to carefully choose our thoughts. When you don’t choose your thoughts they randomly appear in your mind, and many of the thoughts roam through your mind directing your mood, actions and words. If we were to put as much effort into what we think as we do about what we will wear to work, life would be different.

Researchers indicate that on average people process more than 60,000 thoughts each day! WOW, that is a busy mind. Here’s the interesting part, most are random and negative! And we are often unaware.

It is my belief that if people put more effort into what thoughts we allow to roam through our mind, we would change the type, level and quality of conversations on the planet.

Wishing you a week of choosing intentional thought!

It’s not what happens, it’s what you do that really counts in life!

2011-04-08T08:29:00.000-07:00

Norman Vincent Peale says "The secret of life is not what happens to you, but what you do with what happens to you."

What a powerful quote. We often have curveballs and adversity to deal with, that is a fact of life. Really in life there is very little that is completely within our control or influence. How you deal with life’s situations is what becomes really important.

The first step in changing how you deal with life’s situations is to change how you see the situation. This of course is easier said than done. Try to view the situation as neutral or positive. Ask yourself “what can I learn here?” or “how can I grow?” Seek to find opportunity wrapped up in the challenge.

The next step is to act upon your new view point. Stepping into action is an important step in locking in the new viewpoint. Rather than fall victim to the circumstances, take action.

Finally, seek to review what you have learned. I am a firm believer that life continues to send us the same challenges, crises or problems until you learn the lesson. The faster you learn the lesson and incorporate the learning, the quicker the pain goes away.

So remember, it’s about what you do when life happens that really counts!

What is a great leader?”

2011-04-07T09:50:00.000-07:00

In many workshops I invite responses to this question. “What is a great leader?”
The responses I have heard continue to intrigue me. The term leadership has many definitions and qualities. Recently I came upon this quote “Leadership is the art of getting someone else to do what you want done because he wants to do it” by Dwight D. Eisenhower.

It reminded me of a supervisor I worked for many years ago when I worked as a correctional officer in a secure custody young offender facility. This leader had an amazing ability to inspire staff to “get the job done”, even the tasks we did not particularly enjoy. How did he do this? He connected us with the big picture, ensured that we all knew the role we played in corporate goals, and in changing lives. He ensured that we were accountable, to ourselves, our team and the clients.

He believed that there were many paths to completing a task and allowed us some freedom for creativity and testing out new approaches. He did not micro manage, rather, he checked in with us frequently for us to tell him what we are learning, how we have overcome challenges, and how our approach made a difference.

Those who wanted to be micromanaged didn’t last long in his unit. Those who stayed went on to make big differences in the lives of others, and in doing so, grew a great deal!
What a great leader? My response is “his name is Jon!”

How Far Can You GO?

2011-04-07T08:27:00.000-07:00

In my career I have seen so many people give up just before they succeed. The last risk they need to take is almost too much or too big and they give up. This causes so much sadness to be an bystander watching them in their game of life.

My dear friend and author Kelly Falardeau talks about the connection between taking the risks and reaping the reward. Her statement and title of her book is “No risk, no reward.”

Next time you are struggling and ready to give up and change direction, see if you can stretch just a little bit further. Remember this…."Only those who will risk going too far can possibly find out how far one can go."- T.S. Eliot

Making Moments Matter---by living your values (and your value)

2011-03-26T15:18:00.000-07:00

As a facilitator and trainer, I like to get a sense of the company or organizational and team mission, vision, values and goals when working with a team. Far too often I see company and team values tucked away on a shelf (usually in a white binder), which likely indicates that the mission, vision and values are not a part of the everyday life of a team member at work. When employees feel connected to the bigger picture, they are invested in the business. Here are 3 ways to bring your company and team values to life:

1. Ensure that the team is familiar with, understands and is connected to the organizational and team values. Ensure that your mission, vision and values is clearly understood and the team members see the role they contribute to the organizational mission.

2. Walk the talk by being a role model for the organizational values. Communicate values as part of the expectations of one’s job. Use the language in the mission, vision and values in your every day communication.

3. Find champions in the workplace who are examples of employees living the mission, vision and values. Recognize and acknowledge performance that is congruent to the values of the organization. And, provide feedback or redirect those who may not be living or performing congruently to the values.

When you breathe life into the values, instead of simply having them become a document that fades into the woodwork, you support one another in making moments matter.

What we can learn about communication from home renovation shows

2011-03-21T08:56:00.000-07:00

I really enjoy watching real estate shows, home renovation and interior design shows. Not only is it a helpful education, I am discovering that I am reminded about communication in many ways. Today while watching a home renovation show I witnessed a great example of what I encourage my workshop attendees to avoid – the double edged applause.

On the show, a mother was thanking her son for the DIY renovation work he was able to complete. The statement went something like this:
“I am really proud of him.” Then she added “But it took FOREVER to complete it.”

This is an example of the double edged applause- a very heartfelt compliment that is chopped off by a sarcastic comment or critical remark.

In workplaces these types of compliments are equally as disastrous. The best way to avoid giving double edged applause is to:

• Ask yourself this question- “do I want to be on the receiving end of what I am about to say?” If your answer is “no”, then reframe the statement,
• Thank the person sincerely, without disclaimers or comments that eliminate the recognition,
• Be specific!

How 8 seconds can change a life!

2011-03-09T10:17:00.000-08:00

Can one question and 8 seconds change a life? It is my belief that it can. In fact, 8 seconds and one question did!

I am a member of the Evolutionary Business Council (EBC). The council is a powerful convergence of thought-leaders that are visionary in their approach to business and how they treat people. They operate from a place of collaboration, to both help each other grow exponentially in influence and in personal power. They are committed to leaving a profound influence on the lives of others. At our first retreat, a blizzard weekend in beautiful Canmore Alberta, we gathered to build the Council and seek opportunities to collaborate.

One of the exercises involved each EBC member stating their business “ASKS.” As you may know, I believe so much in the importance and value of The ASK that I have written articles and developed workshops/presentations on this topic. At the EBC we each had to do an ASK to the group. With one question, and 8 seconds, my life was profoundly impacted.

My ASK was for support for my upcoming Best Seller Campaign for my book On Toby’s Terms. Each person in the room raised their hand to be involved and lend their support. Then it was time for the next ASK, as I still had almost 2 minutes left. I was so moved by the power of the ASK and receiving the GIVE.
How we ASK is as important as how we GIVE. How comfortable are you with the ASK? How well do you receive?

When you ASK others for what it is you need, you open the door for others to do the same. When you receive graciously, it encourages others to be more comfortable with receiving.

If you were to do an ASK this week, what would it be?
Wishing you great success as you step in to ASKing.

Post note: I have written about the ASK in my new book Bounce Forward- Building Resilient & Inspired Teams which is being released March 31, 2011.

How one action can bring about 365 learnings

2011-03-09T10:12:00.000-08:00

Recently I read about a transformational leader who has made it his mission to read and learn something new every day. For someone who quite likes change, and learning, I was intrigued by this concept. If we were to read and learn one new thing a day, that equates to 365 new discoveries and learnings in a year.

So with my 2011 mission to Make Moments Matter, I figured I could build in this strategy of reading something new learning something new each day.

Today I enjoyed reading a Coffee Talk News while sipping on a cappuccino. It was chalk full of interesting trivia and some great quotes. As for my new learning, I am off to the gym to try out a new exercise machine they have at the gym. While my life may not be transformed from the one action and one learning I do today,

I imagine in one year, I will have learned a great deal more, and challenged myself to step out of my comfort zone to learn something new.
Wishing you well on your 365 day learning program. I’d love to hear about what you are learning and the new actions you are taking.

“Make What Matters REALLY Matter”

2011-03-06T19:24:00.001-08:00

My motto for 2011 is Make Your Moments Matter!
I am on a personal and professional mission to make the moments in my life matter. How we show up in life really does matter, in every type of moment.
How leaders show up at work really matters! After working with hundreds and hundreds of teams in training, facilitation and team building sessions, I have discovered that there are a number of actions employees are watching and waiting for, in terms of how leaders show up, those being:
• Do you say what you mean and mean what you say?
• Do you keep your commitments, and follow up?
• How you spend your time at work.
• How available and approachable you are.
• How you hold yourself and others accountable.
• The examples that you set.
• What you ‘notice’ in the workplace, and how you deal with it.
• What you expect from others, the team, and how you reinforce expectations.
• How you define success. And, how you measure performance and success (as well as difficulties).
• How you lead (and cope) in times of change, difficulty and adversity.
• What you are proud of and how you talk about it with others.
• What are your priorities?
• How you foster morale.
• How you recognize accomplishments and the ideas of others.
• How you deal with conflict and disagreement (and team members who are in conflict).
• And these are just a few.

Sometimes as a leader it may feel as if you are under a microscope or in a fishbowl, your team is watching you. How you show up and how you spend the moments can be an incredible learning experience for your team. Here are two questions to think about. How is it that you want to show up? How can you make leadership moments matter?
These two questions can be pretty powerful, a reality check for ourselves. Wishing you the best in making all the moments matter, and to showing up as the best version of you!

The Power of One

2011-02-08T08:48:00.001-08:00

Last year I had the incredible opportunity to meet my mastermind colleagues at an event in Missoula Montana. Despite my luggage not arriving with me (and I had to go shopping—I know—what a shame), the event started on a high and ended with me stepping into action.
Have you ever asked one question that opened a myriad of doors for you?
That is exactly what happened for me. My mastermind coach, Patricia, facilitated a powerful brainstorming process for each attendee. We each presented one business challenge, idea or need, and the group brainstormed solutions and ideas for about three minutes. What transpired was incredible. One question, a range of possible options, and one clear action plan. This was such a powerful process of creating new solutions to old ideas and issues. Even one year later, the ideas that were shared have helped me with other new business initiatives.
This brainstorming process inspired me to duplicate this powerful experience for others. I have facilitated a number of Success Circles for businesses and entrepreneurs, and am excited about launching my new three month program- Power Hour Success Circles.
I encourage you to ask one question, and see how many new ideas and new solutions others can generate for you. One question, can bring about a whole new future!

Changing the World One Song at a Time!

2011-02-02T23:19:00.000-08:00

What role has music played in your life? Do you have songs that provide you with courage and inspiration? Perhaps you have a “theme song.” I grew up in a musical family, and have many heartwarming memories of how music has brought people together. In the 80’s I owned a Jeep and enjoyed many hot summer days driving around in the Jeep listening to my favorite tunes and feeling a sense of freedom.
Even now, I notice how music can connect people, inspire action and evoke emotion in a powerful way. My friend Justin Hines is a beautiful songwriter and talented musician. His music is inspirational and transformational, in fact, I recall the first time I heard Justin’s song Say What You Will. I was in my friend’s store and his music stopped me dead in my tracks. It was shortly after that we became friends.
Justin’s song has now been remixed, the South Africa Journey, and includes beautiful messages of hope, peace, and change. I hope you enjoy this video and song as much as we do in our family. Please share with others, as it is our belief that there are many ways to make a difference in the world! You can change the world one song and one message at a time!
http://indiscover.net/artists/justinhines/swyw/index.html

Great tech tips people find helpful

2011-01-26T11:41:00.000-08:00

Technology…..friend or foe?

Want a great strategy on technology? Well there are 85 fabulous tips!

My tip is #10.

10. Software That Saves Time!
There are two software programs that keep on giving in our office. These programs save me time, and capture my content and thoughts in a powerful way. Dragon Speak (voice recognition software) was most useful in writing training programs and my book On Toby's Terms. I also use Sony ACID Music Studio to create my own podcasts, recorded messages for powerpoint presentations, and to create products. Together, these two products have helped me be productive, and create products more creatively.

You can check the rest of the tips here.
http://www.carolroth.com/unsolicited-business-advice/?p=4177

Getting Good at Communicating

2011-01-15T20:18:00.001-08:00

Having worked with leaders and organizations (as a leader, speaker, trainer and consultant) for over 30 years, I’ve discovered that one of the most frequent “problems around here” is related to communication (or lack of). There are many different communication issues that I am referring to (and here’s the great part…they are all fixable!).
• Lack of communication
• Miscommunication
• Conflict
• Rumors and gossip
• Destructive conversations
• Not respecting privacy or company confidentiality
• Not following up
• Communication that is not timely
• Not knowing who to communicate to about what

Do any of these sound even a little familiar in your workplace? Here’s the good news. Most people are nodding their heads YES which means you are not alone. I know that doesn’t solve the problem, but it does let you know that other organizations and companies face similar challenges to your organization. Communication really involves four elements: information, sharing the message, receiving the message, and doing something about the message.
What’s the answer? Here are three important things to remember about communication:
1. Communication involves information. It is important to be clear on what the message is that you need to convey, how you will share the message, who the information is intended for and ask yourself “Is it clear and complete?” If the message is ambiguous or includes mixed messages it will likely lead to problems. Taking a few minutes to carefully consider your thoughts, and intended message will likely save miscommunication and confusion down the road.
2. Communication involves sharing the message (transmission). Explore the best medium for sharing the message (e.g. verbally, written, telephone message, email, letter, storytelling, etc.). Ask yourself which method of communication is best suited to the message (given all that you must consider such as confidentiality, company policies, relationships, etc.).
3. Communication involves receiving the message. No matter how much preparation, time and thought you put into information sharing and communication, it is still possible for the transfer of information to go awry. What can you do to ensure that the person on the receiving end of your message actually gets what you meant, and in the way you intended it? Be clear, ask questions, check for his/her understanding of what has been said.
4. Communication involves doing something about the message. Sometimes the doing is simply being aware of the information that has been shared, and sometimes it requires a specific action. It is important to be clear on what needs to be done as a result of the communication, sometimes this is the first action.

When you communicate effectively during each of the four elements of communication, the likelihood of miscommunication, conflict, and other communication challenges is greatly reduced.

How to Spread Enthusiasm and Good News in the Workplace

2011-01-13T13:13:00.001-08:00

I used to love the morning activity in elementary school; in fact, it was so powerful I still remember it. And, that was many (many) years ago. My teacher had a good news activity, which was similar to show and tell but more memorable (other than my kindergarten classmate who brought in their pet monkey…that was memorable). The Good News discussions encouraged us to feel comfortable sharing good news, and to be excited about the success and accomplishments of other people. I remember this part of school very fondly. We can apply this same activity in our workplace to foster engagement, passion about the work, and a sense of hope.
As you go into the New Year, what would it be like to create a ripple effect of enthusiasm with your team and throughout your organization? Imagine people spreading good news instead of harmful gossip. Here are a few tips on creating a positive contagion of good news:

1. Invite colleagues to share “good news” (their own or good news about others) in staff meetings, in fact, you may want to build this topic in as a standing agenda item.
2. Include a good news, applause or success section of your company newsletter.
3. Have a Good News section of your bulletin board in the coffee room or in some other area that is accessible to team members.
4. Ask your colleagues and team members for ideas on sharing good news (and finding out about good news).
5. Acknowledge successes, accomplishments and progress in supervision meetings, performance reviews and during goal setting discussions.
6. Have a bulletin board where employees can post pictures, news articles and memorabilia of employees’ families, weddings, graduations, vacations, new grandchildren, and other accomplishments or successes.
7. Sponsor projects with employee participation in community service – clean up litter, volunteer a day a month, help make meals at a local shelter, walk dogs for SPCA, build houses with Habitat for Humanity, hold educational fairs for the community. Take lots of photos and get video testimonials from the staff and their families that participated.
8. Hold “grapevine” type meetings (informal meetings with an open agenda giving all employees a chance to ask questions and to set rumors straight) at least once a month. This often alleviates destructive rumors and gives employees the opportunity to get behind the change and spread positive news.
9. Ask employees to share their client success stories (respecting confidentiality) with others in the business who are further removed from direct customer service/client service.
10. You were caught providing great service activities. In schools, they often have “you were caught doing something great” campaigns. I have seen many workplaces modify this for their workplace: “you were caught with a great idea!” or “you were caught providing superior customer service” or “you were caught walking the talk- living our company values” or “someone recognized you for an act of kindness.”

I would welcome hearing your ideas about how your company is spreading good news!

Be the Difference that Makes a Difference

2011-01-10T14:07:00.001-08:00

I recently heard someone say “be the difference that makes a difference!” That simple statement gave me goosebumps- seven words that when combined are Powerful!
How can you make a difference in your team? Your workplace? Your community? In how you connect with others? How can you be the difference that makes a difference?
Here are five steps you can take to Be The Difference That Makes The Difference!
1) Be aware that everything you do (or don’t do), say (or don’t say), write (or don’t write) counts- it is somehow making a difference. Make sure your words and actions are making a difference in a positive way
2) To be the difference that makes the difference you don't have to be loud, in people’s faces or an agitator. You don't have to be powerful, elected, in a certain job or role, educated or eloquent. You do, however, have to be passionate and committed to making a difference.
3) Avoid thinking "it's not my job" or “that will never work” or “it’s been tried before” or “I’m only one person- what difference can I really make?” or “who am I to start the change?” Recognize that sometimes it takes one person stepping forward and taking action for the ripple effect to begin. It is just like tossing a stone into a pond. That one stone creates a ripple effect bigger than we can actually see.
4) Don't worry about the “hows”, instead think of the “why’s”. If you get caught up in the “how” of what you want to accomplish you may never take a step to be that difference. When you are super clear on the difference you want to make and why you want to make that difference, the how will become clearer.
5) Things don’t have to be perfect to begin making a difference. Change is messy, can be uncomfortable and perfect. If you wait for perfection, you’ll never take the steps.
Here are some activities that I have observed in organizations, businesses and teams that I have provided training or consulting to… people who are the difference making a difference!
• Coffee funds to support local charities
• Companies sharing their expertise with non-profit organizations (e.g. one company provides IT support, another provides support of their difference trades such as electricians and carpenters)
• Donating bottles and toners for fundraising efforts
• Sharing success stories
• Monthly team volunteer days
• Sharing talents at lunch (one team member leads a yoga class at lunch, another started a book club)
• Going Green activities
• Saving shampoos from holiday and hotel trips for shelters
These are a few of many examples! I look forward to sharing more as we move forward in 2011.

RESPECT- It’s TWO Way

2011-01-09T12:34:00.001-08:00

RESPECT involves the action of giving respect, accepting respect, and of course earning respect.
As a former mediator, respect was probably the word I heard most from the participants in workplace mediation. “I don’t feel respected”, “If she respected me she wouldn’t have---“, “Why should I respect him?”, “A little respect would go a long way here”, these are an example of many similar phrases I heard. What was most interesting to me was to discover how different the definitions of respect are between people. Everyone seemed to want respect, everyone needs it, but I discovered that not everyone receives or extends respect.
Recently I read a great definition of respect in an article titled “Start Right…Stay Right: Every Employee's Straight-Talk Guide To Job Success” by Steve Ventura:

Recognize the inherent worth of all human beings.
Eliminate derogatory words and phrases from your vocabulary.
Speak with people – not at them…or about them.
Practice empathy. Walk awhile in others’ shoes.
Earn the respect of your coworkers through your behaviors.
Consider others’ feelings before speaking and acting.
Treat everyone with dignity and courtesy.

Letters to Mentors

2011-01-09T12:29:00.000-08:00

What does the word MENTOR mean to you? Over the past year I have found myself reflecting upon the many mentors I have been fortunate enough to have in my life, both personally and professionally. I have started a process called Letters to my Mentors!
Through writing letters to my mentors (from childhood, school, dance classes, former workplaces, colleagues, friends, etc.) I have the opportunity to share with them how their mentoring and guidance has impacted my life, and, how I have been able to share the learning forward with others.
Oprah Winfrey has a definition of mentor that quite resonates with me; she says that “a mentor is someone who allows you to see the hope inside yourself.”
As you move into the week, take a few moments to reflect upon those who have been mentors for you. Should you choose to focus forward, how could you acknowledge them?
The interesting thing about mentorship is that you have likely been a mentor to someone in your past and may not be aware of it.
Always remember you may be a mentor for someone and not even know it!

Change and Resilience Go Hand In Hand

2011-01-05T14:56:00.001-08:00

It is my opinion that change and resilience go hand in hand. What are your thoughts?
You must be resilient to change and manage change effectively. We have all met folks who at the slightest notion that a change may be forthcoming, they fall apart. Resilient people do not fall apart at the thought of change. To become more resilient, you must change (your thoughts, actions, habits, etc.). In order to really bounce forward after life’s challenges, we must be ready, willing and able to implement necessary changes.
Many people however fear change, or avoid persisting through the transition process that is natural in change. Even resilient people may struggle with change; however, they tend to move through it with less difficult. Sometimes we need to go back to what is or has worked. What has helped you be successful in past when implementing changes?
Think for a moment about a change that you struggled with; perhaps you resisted or avoided the change. What about that change created the resistance? How did you overcome the resistance and accept the change?
Here are three tips to accepting change more readily:
- Fully understand the change. Often it is the assumptions around the change that foster fear, apprehension or resistance. When you fully understand the change, its implications and the process, it often seems less daunting. In workplaces, leaders who spend more time communicating the change and pertinent details will likely face less resistance and more optimism.
- Draw upon the skills and tools that have served you well in past.
- Be engaged instead of an observer. Change is often easier to manage when you are engaged in the change instead of standing on the sidelines. In the workplace, those who criticize from the sidelines are avoiding responsibility and risk. Encourage their participation; they are less likely to criticize when they are involved.

Wants and Must Haves in Business—What’s the Difference?

2011-01-05T11:44:00.001-08:00

“Humans have the remarkable ability to get exactly what they must have. But there is a difference between a ‘must’ and a ‘want.’ ” By Jim Rohn
In my earlier professional life I was a mediator and conflict management specialist, and helped individuals in conflict understand the difference between a want and a must have. When people are in conflict, they often present their position as a want (“I want___ or I don’t want___”). A want is often one person’s solution to a problem. A must have can be understood as an underlying interest and typically addresses some sort of fear, priority, value. People tend to argue their positions (wants) however, when we converse from the perspective of our understanding one another’s underlying interests, we discover more about the other individual. It also fosters increased understanding about the reasons why each person’s need is so important. In best case scenarios, shared interests or needs are identified. When shared interests or needs are identified, creative options for solutions seem to surface.
Three steps to take to clearly communicate your needs (must haves) and interests:
• Speak about what you Need, not what you Don’t Need or Don’t Want. We often frame our priorities in the negative- what we don’t want. But, the problem with this approach is that it leaves the other person guessing why you do want or need. Or worse, the other person assumes what you need or want, and when we make assumptions we are most often wrong. Speaking clearly and in the affirmative removes doubt and incorrect assumptions.
• Provide an example or explanation so the other individual understands your rationale. Examples are helpful in ensuring the other individual understands your perspective, and
• Ask questions to the other individual so that you can understand his/her underlying interests, Open ended questions (they begin with “who”, “what”, “where”, “when” and “why”) open the door for healthy discussion and learning more about each person’s perspective.

When you are clear on your interests, your must have’s it makes it easier for others to understand how they can be of service to you.

Purposeful and Intentional Living and being

2011-01-03T09:35:00.000-08:00

The alarm goes off, another day begins. You go to work, you finish work. Stop to do errands on the way. Maybe hit the gym. Enjoy some time with friends or family. Catch up on emails, and watch your favourite TV program. Get ready for bed. Hit the sack. Then start all over again. Sound familiar?
Sometimes we get stuck in our routine or the wave of life without being overly intentional and purposeful. Getting more intentional about life and work can really put a bounce in your step.
The following are a few questions to consider when exploring how to get the passion, purpose and intention back:
- What puts a smile on your face or makes you happy?
- What is easy to do?
- What sparks your innovation?
- What would you do for free if you could?
- What do you enjoy talking about
- What stops you from being fearful?
- What would you regret not doing if you didn’t do it?

These three steps will help move you into intentional action today:

1) Make a decision that you will be more intentional and purposeful. Actions begin with a decision that something is going to be different. Want to make your decision even more powerful? Write your decision down, and then tell someone else. When you share your decision with someone else it turns the decision into a commitment as well.
2) Three steps a day- each day pursue three activities or action steps that move you into more intentional and purposeful work.
3) Notice- be aware of the changes you begin to see with yourself and in how others are reacting and responding to you.

Getting more purposeful allows you to find greater meaning in your work, and this is especially helpful with the tasks that matter most and are mostly avoided.

Until next time, let’s make it a great week!

Patience- one critical ingredient in the resilient workplace

2011-01-01T13:58:00.000-08:00

There is a quote by Bob Levey that speaks volumes. He says “Patience is the ability to let your light shine after your fuse has blown.” In my courageous dialogue seminars, I facilitate an exercise that identifies the difference between a response and a reaction. Often in dialogue when we “blow a fuse”, or act in a very reactionary way, we make matters worse.
Here are a few strategies to shining even when you have blown a fuse:
- Take responsibility for your actions. This may mean an apology, a sincere explanation or a request to talk about what just happened. The best apology is sincere, honest and free of blame or justification.
- Request a short time out, take a break and get away from the situation.
- Use the situation as an opportunity to learn and grow.
- Be present. When you are present you are more aware of your body’s emotional changes and physiological warning signs that your stress level is increasing and your patience is on a downward slide. When you are present you can correct your approach before the situation worsens instead of after the damage is done.

Demonstrating patience is one key to a resilient workplace, and it is my opinion that is it not so much a skill, rather, it is a decision. It sets the tone in the workplace. In an environment where everyone is impatient, rushing, and snapping, it invites more of the same. Patience can be modeled in many different ways, including:
• Make the decision to be patient, to show patience to others and yourself.
• Use the three second rule- that is counting slowly to three in your head before responding, reacting or saying anything.
• Become more realistic in your thinking and expectations of yourself (and others).
• Look at setbacks as temporary, or perhaps an opportunity. Often a setback in one area allows time an focus for another project or task.
• Have an attitude of problem solver instead of victim. When the attitude is that one is victim to life’s circumstances, it removes responsibility to change, fix or manage the situation. Complaining can be infectious, just like effective problem solving and brainstorm solutions, but the second one will yield results.
Patience takes practice, every day seek out an opportunity to make a decision to be more patient---and watch what happens.

Do you get “IT”? A WOW Customer Service Experience

2010-12-31T11:21:00.001-08:00

Some businesses get it, and some REALLY GET IT!
By “IT” I mean the customer service WOW experience. Rick and Martine work at the Sherwood Park Greyhound, and I was in line on a very busy day several days before Christmas. They made the line up wait more than bearable, in fact, they made it fun. Despite being run off their feet, they greeted every person who walked through the door with a sincere smile, made eye contact, and kept people in conversation. They seemed to be having fun. The energy created a ripple effect of positivism through the crowd. Then, the icing on the cake was when Rick coordinated all the children in the line to join in together to sing Away in a Manger. This was one of my Christmas highlights.
I was at the Greyhound for half an hour and I did not see one person shifting, sighing or shuffling or rolling their eyes or making comments about the wait. This is an example of a team that gets IT and customers left in a great frame of mind, which is a benefit for the staff in the business they will visit next. I will be following up with a shout out to Greyhound to acknowledge these staff, and to our community newspaper.

Are you thinking BIG enough?

2010-12-29T22:44:00.001-08:00

The New Year is almost here. This is a great time to check in with belief systems and ensure that our beliefs, thoughts and expectations are producing success, not failure. When we limit expectations our results are limited, they match what we believe and our expectations.
Where you are right now in your life, and in business, really is where you actually believe you are. For example, if you are not resilient, or if your team is not resilient, you may believe you are not resilient. If you are not successful, it is likely you believe you are not successful. If you find yourself thinking small, you probably believe you can’t think any bigger.
How would you like to have a business that is profitable, balanced and fun? If you said “YES I WOULD” I say “wrong!” I would like you to have really profitable business with balance and supersized fun.
Okay, now I know for many people reading this some of these statements have already resulted in some thoughts:
- How much will that cost me
- Maybe I should start smaller
- Shouldn’t I focus on the work, not on having fun?
- I tried that before ---It didn’t work then
- I don’t have time

Each of these doubts can be overcome….
• Instead of worrying, of thinking about why something won’t work, turn it around. Use the time to think bigger and think of why something will work. Essentially you are turning the conversation from a problem focus to solution focus. Use your driving time to think bigger or waiting time to think bigger instead of being frustrated with traffic.
• Thinking bigger doesn’t necessarily cost more, in fact, sometimes when you think bigger, you creatively identify different ways to save money, partner or collaborate with others, and spend your time more wisely.
• If you think big, if it is just too tough to let your mind roam freely, you can always shrink your ideas back a bit but make sure you are not comfortable, as being comfortable probably means your thinking is back where it started.
• When you are having fun, you tend to be more productive, passionate and profitable.
Wishing you GREAT success in thinking big!

An Office with Wheels

2010-12-27T09:39:00.001-08:00

I wrote this blog on our way home from our first leg of our Canada and US Book Tour for my new book On Toby’s Terms.
The front seat of our car had become my office and work environment for three weeks. My husband Christopher did the driving and I used the travel time to catch up, and get ahead on my work. I must tell you that without computer access during the day, my productivity has increased exponentially. I am sure that the beautiful scenery has something to do with my bursts of creative energy, but, I am seeing firsthand the value of having focused work time. This time in my moving office has allowed me to clear up a number of tasks, and start a number of new projects. As well, due to limited space in the front seat, the only paper I have out is what I am working on during that exact moment. Knowing that my office on wheels will not be permanent, the question of the day is “how can we maintain the same degree of creativity and productivity when returning to our regular office space?” Here are some tips I have for you:
• Every morning set the intention for the day. For example “I have enough time to complete all the priorities that face me today.”, “I am creative and manage my time and energy effectively.”, “I deal with deadlines and the difficult tasks first so that I give them my energy and focus.”
• Instead of keeping your email running in the background and checking it frequently, check it four times daily, and set aside time to actually deal with the emails using the 4D approach (do it, delete it, defer it with action plan, or delegate it) .
• Keep your work area free of distractions allowing you to focus on one thing at a time.
• Work towards task completion instead of having 10 projects/tasks started but none finished.
• Take breaks regularly to refresh, stretch and hydrate. You will find your energy is higher and your focus is crisper. Taking a few moments to enjoy your surroundings will give you a greater appreciation for the importance of what is around you that you are often too busy to notice.

My lessons during the 8000 km journey is that unplugging from technology can free up more time and productivity, a change of environment brings about new curiosity, and working smarter, not harder is one way to get ahead!

From Complaint to Thanks

2010-12-22T09:31:00.001-08:00

Tonight I was interviewed by Jearlyn Steele, on the radio WCCO AM 830 (Minneapolis). The topic was about complaining. We talked about why people complain, how the holiday season often inspires more impatience and complaining, and some tips to how communicate complaints effectively. During the conversation we also talked about how an attitude of thanks and gratitude can go a long way.
Here are five ways to develop an attitude of thanks vs. complaints:
1. When you receive good service, let others know. In fact, make sure you tell the person that you received the good service from, and inform their manager or company owner. It is great to follow up in writing, this letter may go on their personnel file, but also goes a long way in making that person feel appreciated.
2. Use social media to share good experiences (and recommend businesses with others). Facebook, Linked In Recommendations and twittering or putting it in your newsletter or blog.
3. Call people by name, especially when they are wearing a name tag. What a great way to make a personal connection with people that are providing service to you.
4. Manage your mindset- the thoughts we think shape our attitudes, words and actions (and of course, the results). Have an attitude of gratitude instead of complaint.
5. When you do have a complaint, word it clearly, managing your emotion so the individual helping you hears the concern. Sometimes when emotions are running high, the person you are complaining to actually tunes you out, the emotion interferes with listening.
6. Two little words that mean a lot- THANK YOU!

How 200 children brought tears to my eyes!

2010-12-19T21:36:00.000-08:00

Recently we completed the first leg of our US book tour, for my new book On Toby’s Terms. Our second last event of the trip was presenting to 600+ elementary school aged children. As the children filed into the auditorium their eyes were wide and bright as soon as they spotted our dog Toby. He is the star of the book I just wrote, and accompanies me on many book related events.
When the principal introduced me, she said “and we have a real live author with us today. Her name is Charmaine Hammond and is an author, she wrote a book.” In unison, 200 little children said “ohhhhh” and “wowwww.” This was as beautiful as any standing ovation I had ever received, in fact, this one brought tears to my eyes. In that moment, I was reminded of just how big some of our own accomplishments seem to children, and that perhaps, we need to stay connected to that childlike curiosity and excitement.
Imagine how our workplaces would be transformed when team members acknowledge one another’s accomplishments, when there is curiosity and excitement (instead of competition and jealousy) when other people achieve their goals.
Here are three ways to carry forward what I was reminded of by these children:
1. Remember that we are role models, not only to children, but also to others in our workplace. Be clear on the role you want to model to others.
2. Take time every week to acknowledge someone’s accomplishments, action, success, etc. Acknowledgement can come in the form of remembering and asking the person about how things are coming along with their specific goal. Show excitement, attentiveness and curiosity and keep the focus on them, and their story.
3. Ask if it is ok to spread the word. If the individual says yes, let others know what their colleague has accomplished, speak with pride about their accomplishment.

This Week In Books

2010-12-19T19:43:00.000-08:00

I love to be a part of new initiatives and projects. While we were in California on the first leg of our book tour for On Toby's Terms, we had the opportunity to be interviewed by Lisa Johnson Mandell and Sam Osborn for the new This Week in Books Show. You can watch the show here: http://www.youtube.com/watch?v=ER4TJD4Cnf0

It was a great experience, and I most enjoyed watching Toby the dog be his authentic self, bursting into a 3/4 flip flop type summersault part way through. What a great reminder about authenticity.

Until next time.....

What gets in the way of walking the talk?

2010-10-19T21:27:00.000-07:00

“What are some of the obstacles that get in the way of everyone in your organization "walking their talk"? Can you make a list of those obstacles? Are there things on your list that you could do something about? Which obstacles are within your control to overcome or remove, and which obstacles are outside your influence?” ~Eric Harvey

These are great questions posed by Eric Harvey, they challenge us to consider where we are spending our time, energy and resources- on what we can control, or what is out of our control and influence?
As a consultant and facilitator I often see organizations spending time on removing the obstacles that they are unable to influence or change, instead of seeking ways to go around, through or over the obstacle.
This process of focusing on the obstacle often results in the blame game, comparing of the then and now, and feeling helpless. Organizations who identify the obstacle then focus their expertise on how to work around the obstacle tend to be more solution focused, and move more effectively to innovative solution finding.
Some strategies to deal with the obstacles that get in the way, consider the following:
- What is within your control?
- What can you influence (but not control)?
- Is it really an obstacle, or, is it just your perception?
- What action can you take to bring about a positive outcome?
- What can you learn from the situation to apply in future?
Sometimes obstacles seem to take teams back to the past, and some groups stay firmly rooted in the past. To help move teams out of the past and into the future, solution focused thinking, you can ask:
- What does that situation have to do with our current day challenge?
- What did we/you learn from that situation that can be implemented as a strategy this time around?
- What suggestions do you have for a different result?
- What are you committed to do in finding a solution?

I see time and time again, when the team is engaged in building the solution, the ideas are often far more creative, potential pinch points are identified earlier on, and there is more investment to the solution because the team has helped create it.

VP of First Impressions

2010-10-12T14:10:00.000-07:00

While visiting a local business I was most impressed by the sign on the reception counter. The name plate said VP of First Impressions. The lovely employee behind the counter matched the sign with both her customer service skills and authenticity. I found myself thinking that this business “got it!” This business knew the important role that this person played in the business, and let customers know this. As you can imagine, my first impression of this business was extremely favorable.
After facilitating workplace violence prevention training for many years to many customer service representatives, municipal employees and other industry staff, I have learned that often it is the first face in the business that takes the brunt from agitated or dissatisfied customers. The receptionist, administrative assistant or front desk representative is often the first face that an angry or dissatisfied customer sees.
With small business week before us, please take a moment to recognize the staff in your business who are the VP of First Impressions!

Resilience on the Run

2010-10-12T08:45:00.000-07:00

How do you maintain your resilience on the run? Many of us feel like we are constantly on the run, going from one meeting to the next, doing more in less time, and juggling more priorities than we have energy for. If this describes your average day, learning to be resilient on the run may be one of the best things you do in what’s left of 2010.
Resilience is typically defined as the ability to bounce back after change, challenge, crisis and adversity. I have created a definition that has become our business brand, and that is, the ability to Bounce Forward! Bouncing forward means more than just surviving or recovering from life’s situations. Bouncing Forward is about building your resilience, and managing your resilience on the run.
Here are seven tips to staying resilient on the run:
1. Ensure you are drinking 6-8 glasses of water a day (note that tea and coffee do not equate to water). When you are nourished, your energy is higher and your mind functions more effectively. Many people get dehydration headaches from lack of water. Drinking water is an important daily habit.
2. Stretch and move more- for those of you sitting for extended periods of time at a computer it is important to stretch every 20 minutes or so. When your body feels tense, we often feel tense emotionally.
3. Keep healthy snacks available in the event you are late with a meal (as skipping meals would be another tip).
4. Create a sense of routine during your day. For example, begin each day the same way. Routine makes us feel like we have more control over our life.
5. Every day spend 15 minutes (at least) doing something you enjoy. This helps fill you up so you have more to give to others.
6. Focus on the positive, what is going right, what you have control or influence over, and what you are grateful for. This shift in thinking and mindset is an important approach in being resilient.
7. Don’t beat yourself up over mistakes, what you didn’t get done, or something you forgot to do. Instead, make a decision that you will fix, tackle or learn from it, and move on.
The more resilient you are on a day to day basis, the better able you are to handle the challenges that may come into your life. You will have more physical and mental energy and will find that you bounce forward, not back. The little daily steps make a big difference.
You can follow me on facebook (charmaine@hammondgroup.biz) or Twitter: hammondgroupbiz

What does it mean to communicate effectively?

2010-10-05T08:31:00.000-07:00

Anthony Robbins says “To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide for our communication with others.”
Recognizing that we are all different, and therefore hold different values, priorities, and expectations is an important realization. As a mediator for many years I often observed that the parties in conflict assumed that their beliefs were the beliefs (of everyone). When we can be just a little bit curious, we open up a door to understanding and seeing situations from another perspective. Sherry Buffington offers several important considerations and questions. She says that “In order to improve communications with others, a good first step is to understand your own communication style. Ask yourself:
1. What motivates me?
2. What gets in the way of my communicating well?
3. How do I like to receive information?”

Let these questions guide you this week in understanding other’s perspectives and communicating more effectively. I’d love to hear how this works for you.

What gets in the way of TEAM SUCCESS?

2010-10-04T08:31:00.000-07:00

This quote by Eric Harvey, asks critical questions about the obstacles that get in the way of team success.
“What are some of the obstacles that get in the way of everyone in your organization "walking their talk"? Can you make a list of those obstacles? Are there things on your list that you could do something about? Which obstacles are within your control to overcome or remove, and which obstacles are outside your influence?” ~Eric Harvey
In my work with teams both as a team member, as a facilitator, consultant and corporate trainer, I have identified 8 obstacles that I see teams struggle with time and time again. In my Teamwork By Design (not by default) program I help participants to a) understand the 8 obstacles, b) participate in a diagnostic which identifies the current obstacles of challenge, and c) the part leaders really like… action to improve, and transformational change.
When I think back to the first “real” team I worked on as a full time employee, it was in the correctional system, a medium secure institution for adult male offenders. Being one of a few females, and fresh out of college, I learned a great deal about teams (and the obstacles). Eric Harvey’s questions guide us to consider:
• How congruent is our behavior and what we say, and what we value?
• What obstacles are we aware of, and avoiding?
• What are the obstacles that are within your control, or influence?
• And, how can you utilize your influence to overcome the obstacles and benefit the team?

Keeping these questions in the forefront of your mind can alert you to the obstacles sooner, and therefore deal with them in a more timely and effective manner. Watch for more on this topic in future blogs.

Looking at life from 39,000 feet!

2010-10-03T17:17:00.001-07:00

“Ladies and Gentlemen, this is the flight deck speaking. We are at 39,000 feet”.
Of course hearing that many people peer out the window to see what the view looks like at 39,000 feet. I travel a lot and I am still amazed at how the neat and orderly the land looks from this height. A bunch of square and rectangle parcels of land in different colours, a unique checkerboard so to speak.
If you could look at your life from 39,000 feet what would you see? How would your life look?

Being Moved the Moment

2010-08-31T20:24:00.000-07:00

I was recently interviewed on a radio station as part of the launch of my new book On Toby’s Terms. The interviewer said something off the air that really resonated with me – She said “in radio it’s not just minutes that count. Seconds count!”
WOW! In life we have 86400 seconds per day. 604800 seconds per week. 31536000 seconds per year. Funny how looking at seconds instead of hours or days gives you a different perspective of time.
How do you make seconds count? How do you make the most of the moments?
Here are a few tips to help you make the most of your moments at work, and in life:
• Be fully present
• Respect other people’s time
• Be prepared so you are using your time in the best way
• Appreciate time, and the time other’s extend to you
• Acknowledge the little moments

Let Go and Learn

2010-08-31T08:48:00.001-07:00

When you make a mistake, what is your typical response? Do you move on? Do you rehash and perhaps beat yourself up? Letting go and learning is not always easy, however it is interesting that we generally have higher expectations for ourselves than others. Being resilient requires us to learn from mistakes and then let it go. None of us are exempt from error or moments of poor judgment. We all get off track at some point, and the more resilient you are, the faster you will get back on track. For those you that are perfectionists, learning and letting go is not easy, I know that first hand. Here are five steps I have tried to help move forward after a mistake.
1. Watch the language. Instead of calling it “a screw up”, “a disaster”, or “the worst thing I ever did”, reframe this to be “a mistake” or “an opportunity to learn” or “a chance to practice being humbled.”
2. Take responsibility at the earliest point possible and correct the situation.
3. Apologize, or own up then learn the lesson and apply the learning.
4. Remember the learning next time a similar situation arises
5. Remind yourself that the energy you put into being unkind to yourself would be much better spent finding a solution.

Are you as creative as a first grader?

2010-08-30T14:11:00.000-07:00

While sitting in the airport awaiting my flight home from Dallas to Edmonton, I was amused by two young children, likely around ages 4 and 6. They were dancing to the different ring tunes on their father’s cell phone. Scrolling through the different ring tunes, the two danced and snapped their fingers to the music, changing their dance each time a new ring tune sound rang through the cell phone. Their creative way to occupy themselves encouraged me to reflect upon how I stay creative in environments where creativity is not inspired. And so refreshing to see them dancing like no one was watching (as the saying goes). What are you doing to find inspiration and creativity in unsuspected places?
Here are five tips to creativity:
• When something captures your attention, be present. Allow your mind to enjoy what you see.
• Think without borders. When we were children we often worked hard at keeping our coloring within the lines. Being creative can also invite going out of the lines, or thinking without borders?
• Think like a first grader, they are unconditionally curious. Be curious.
• Think big then stretch the thought again.
• Step out of what is typical for you. When you stretch out of your comfort zone, while uncomfortable, it means you are growing.
• Bonus Tip: Have fun!

Continuing Professional Education

2010-08-25T19:22:00.000-07:00

How do you continue advancing your professional skills and development? Blogging is becoming an important form of communication, discussion and relationship building. Tonight I am developing my skills at a workshop presented by Kyle McNeil. Some great tips from beginner to expert bloggers.

Building your dream team!

2010-08-20T07:41:00.000-07:00

In the May 2010 Profit Magazine, Chris Hutchinson wrote an article titled How to Build a Super Staff (4 simple strategies that turned good employees into great employers-with financial results to match). Chris suggested that employers bring their employees into the loop through active communication. When employees are in the loop, it minimizes inaccurate assumptions, engages their participation and reduces the time on internal communications, while increasing efficiency at the same time.
Another strategy is one that we see organizations use in their recognition programs- “you were caught doing something great”, or as Hutchinson calls it, catching employees in the act of greatness. This could include personalized emails, certificates and other forms of acknowledgement. Hutchinson also suggests employers exploit the power of pride in the organization. Strategy number four is encouragement for employers to unleash employee’s inner entrepreneur. Employees often have hidden talents that can be of great benefit to the business but also ignite employees to pursue innovation, creativity and working with more passion and purpose. Now is the time to explore how you can build your own super staff.
Here are a few approaches I have seen some of my clients implement:
• Cascading messages and communications
• Featuring staff or interviews with staff in company newsletters so team members learn more about one another and communication is fostered
• Celebrate accomplishments. One company held a lunch every quarter and celebrated projects completed, people passing probationary periods, great ideas that have been put into action, millstones, etc.
• Employee forums several times yearly
• Share a talent day

On the pursuit of happiness at work

2010-08-19T16:24:00.000-07:00

What is your business goal? Is it to be profitable? Maybe grow your business? Expand your team? Bring in new products and services?
What about happiness? Is happiness anywhere in your equation or on your list?
I used to view happiness at work as a product or result of other goals being achieved; however, I have since changed my mind. I have discovered that happiness helps me achieve my other goals, faster and with less effort.
Tony Hsieh, author of Discovering Happiness, is the CEO of Zappos in the US. He mentions four components to the happiness framework:
- Connectedness
- Perceived control
- Perceived progress
- Vision and meaning (being part of something bigger than yourself)
This is a book I’d highly recommend for your company library!

Putting more WOW into your business and team

2010-08-19T16:12:00.001-07:00

Tony Hsieh, author of Delivering Happiness- a path to profits, passion and purpose writes about Random Acts of WOWness. Tony is CEO of Zappos in the US, a very successful business man who has created a new and powerful way to be successful in business. I thought this was pretty interesting.
One approach he offered was waking up every day and seeking a way to make just 1% of difference. I know, some of you are thinking “why not make 20% difference!” Here’s the thing, and I completely agree with Tony on this. When you seek to make 1% difference each day, that is doable. You can make this level of difference without expending huge amounts of time and resource. But here’s the best part. If you make 1% difference each day, think about the ripple effect. That is 365% by the end of the year!
Asking his question to myself this morning “Charmaine, how can you make 1% difference today? Here’s what I set out to do. I cleared out my emails that made way more than 1% difference in my productivity. And, I deceived that I would write about some people who made a difference in my life, and let them know. The other day, the 1% difference was clearing my closet and taking the clothes I no longer wear to a charitable organization. I also committed to spending one hour helping someone else take their business to the next level or expanding their resilience factor.
How can you make 1% difference today?

When you least expect it

2010-08-11T20:50:00.000-07:00

Isn’t it interesting what you discover when you least expect it? The other day I was driving down a road close to our home. Growing from the sewer grate was a beautiful bright sunflower. It took me by such surprise, as that is not a place you expect to see a hardy sunflower growing. It did however spark my thinking about how resilient this sunflower is, and how out of an unusual place beauty can grow. I suppose this plays out in life whereby out of what seems to be a challenging or upsetting event, grows a positive outcome or learning. I can think of many situations whereby on the surface, the challenge seemed negative or overwhelming, however, in the process of dealing with the situation I learned a new skill, met a new resource, or had a learning so profound that it positively impacted my future.
What are you doing to embrace challenges to see what learning the challenges hold?
Here are three tips to finding the sunflowers in the sewers…
1) Look beyond the immediate situation. Be curious; explore what the situation has in store for you in terms of a positive learning, opportunity or perhaps a new connection or skill.
2) Be present…I mean really present.
3) Recognize the strengths, and identify one area for improvement and take action.

You can tell a lot about a person…by the way they cut the grass

2010-08-11T18:21:00.000-07:00

As I zoomed around on the lawn tractor I noticed my husband Christopher smiling and shaking his head. I smiled back and kept going. I was in the middle of a creative design, a green masterpiece. The artful grass cutting started with a nice even diagonal cut but after about four back and forths of this, I changed it up. By the time I was done I had a diagonal pattern, with circular sweeps around the horseshoe pits, and square boxes around the trees.
Christopher and I had a great conversation about what you can tell by how a person cuts the grass. He is the logical thinker, very methodical in the way in which he works, and is detail focused. He is exceptionally skilled at working at a task from start to finish. He is a classic Analytical and Driver Working Style (Hal Stacks). His grass cutting is always neat, orderly and on a perfect diagonal. I am the other hand would be what Hal Stacks Working Style assessment refers to as the expressive working style, as noticed by the grass cutting style. Expressives need variety, and thrive on creativity and expression.
So, next time you go for a walk, notice how you neighbors cut the grass. And what about you? What does your yard say about how you work?