We know impressions are made quickly and are hard to change. But it’s not impossible to repair a damaged reputation. If you want to change how people see you, I’d suggest being very overt about the changes you’ve made. Don’t simply alter your behavior and wait for people to notice. They likely won’t.
Once people have formed an opinion about you, that’s often their opinion for as long as they know you. For example, if you have a tendency to be late, even if you periodically show up on time, your friends and coworkers will think of you as the person who is always late. If you work with someone who tends to miss deadlines, even if she periodically turns work in on time, you’ll think of her as someone who misses deadlines.
Once people make a decision about us, that’s often how they’ll see us for the duration our relationship. So if you want to repair your reputation, you’re going to have to do it overtly. Making changes and hoping people notice, won’t produce the desired result.
Here Are Eight Steps to Repair Your Reputation:
Ask people who can impact your reputation and whose judgment you trust for feedback.
Work hard to manage yourself and not get defensive. Respond to all feedback, no matter how hard it is to hear or how invalid it may feel with, “Thank you for telling me that. I’m going to think about what you said. I may come back to talk more later.”
Once you’ve absorbed the feedback, decide what, if any, changes you will make.
Change your behavior for a period of weeks.
Return to the people who gave you feedback, tell them about the behavior changes you’ve made, and ask them to observe your behavior.
Tell the people who gave you feedback that you’ll ask them for feedback again in a few weeks, and you want to know what they see.
Return to the people who gave you feedback and ask what changes they have or haven’t noticed.
Repeat steps 3 through 7 at least quarterly. Everyone periodically does things that can damage their reputation.
Overtly pointing out the behavior changes you’ve made, asking people who are important to you to pay attention, and give you additional feedback, is key to altering your reputation. Most people working to change their reputation don’t do this. They make behavior changes and hope others notice. If you want to alter your reputation and how others see you, you need to do so overtly. Tell people the changes you’ve made; don’t make them guess. Ask people to observe your behavior, and then ask for more feedback. And no matter how hard the feedback is to hear, don’t get defensive. Becoming defensive will ensure you don’t get feedback the next time you ask.
How many times have you sent someone five emails and become frustrated when none were returned? Or you thought an employee was happy, only to be surprised when they quit? Or you needed to talk with someone but couldn’t get their attention, so you walked by their office throughout the day, wondering if it was ok to knock? Working with other people doesn’t have to be so hard.
Taking the time to ask team building questions is much faster than recovering from missteps with other people. Ask the questions at the beginning of anything new – when you hire a new employee, get a new customer, or start a new project. And keep asking the questions as you work with people.
I use the Candor Questions below, when I onboard a new team member at Candid Culture. The questions help the entire team get to know each other better and learn how to work together.
What will keep you working here and what would make you leave?
What’s the best way to get information to you – voicemail, text, or email?
What time is too early?
What time is too late?
Do you leave your email and/or text alerts on at night/when you go to sleep?
Would you prefer I send all emails and text messages during regular business hours?
What frustrates you at work?
What are your pet peeves?
What’s something you want to learn, skill or business wise, that you haven’t had a chance to do?
What’s something you wish I would start, stop, or continuing doing?
We move so fast at work and are so focused on completing goals, we often don’t take the time to really get to know the people we work with. I feel very strongly that asking the team building questions above will help people work better together. We’ll make fewer ‘mistakes’ with each other, and get more done with less stress and more ease. As William Ury said in his book, Getting to Yes, “Go slow to go fast.”
Asking questions about working style preferences and goals is an ongoing process, and it’s never too late. You can ask the team building questions during meetings or just slip them into your conversations. The process doesn’t have to be formal or time consuming. The point is simply, don’t guess what people need and are expecting from you, ask.
Fifteen years ago, I quit my corporate job to start Candid Culture. I had almost no business relationships or contacts outside of my corporate job. Thinking I should network, I registered to attend the Society for Human Resource Management (SHRM) National Conference in Las Vegas. It’s the largest HR conference in the world; approximately 15,000 people attend. I flew to Las Vegas to attend the conference but I was so terrified about my new undertaking, I spent three days in bed, ordering bad room service, paralyzed by fear. I barely left my hotel room and attended almost none of the conference.
Last week I spoke at that same conference – the SHRM National Conference – also in Las Vegas, to an in-person audience of 750 people. Things have come full circle.
When something feels big and I’m not sure what to do, I do nothing. And my hunch is I’m not alone. The key to getting through anything large, scary, or intimidating is to start. Any action will do. The key is simply taking action.
Here are five actions you and your manager can take to make taking action more likely:
Action #1: What often stands in the way of taking action is that we aren’t sure what to do. Perhaps we aren’t sure we can do the task at hand. Or we can’t see what the end result should look like. Or the project feels so big that even thinking about starting is tiring. Ask questions and ask for help.
Most managers aren’t great delegators. When assigning a project, managers often ask, “Do you have any questions?” This is an ineffective question because few people want to admit to having questions about a project that feels so big, all they want to do is avoid it. Or managers ask, “What do you need from me?” when most people have no idea what they need.
Don’t be afraid to ask questions until you’re clear about what a good job looks like, and ask for help.
Action #2: Managers, ask better questions. Rather than asking if employees have questions, ask, “What’s your plan? What are you doing to do first? What are you doing to do next?” These questions will tell you what employees know and don’t know. Asking, “Do you have any questions” or “does this make sense” tells you nothing.
Action #3: Do one small thing, anything, towards achieving the goal. And do it now. Don’t wait until the right time. There is no right time.
Action #4: Managers, delegate projects with multiple, short deadlines. Ask to review work as it’s completed versus when the entire project is due.
Action #5: Give yourself small windows of time to work on a project. If you give yourself 30 uninterrupted minutes to work, you’re likely to invest that time. If you dedicate a day, you’re likely to get distracted and fill the time with other things.
Trust that you can do what’s in front of you. Someone wouldn’t have asked you to do something if they’d didn’t have confidence that you could do it. And if this is a goal you set for yourself, and it’s something you really want, deep down, you know you’re capable of doing it.
If you’re overwhelmed or don’t believe you can do something, call someone who has more faith in you than you have in yourself. Let that person fill you with confidence until you can generate it for yourself. When I started Candid Culture, I was filled with fear and quite honestly, was convinced I was going to fail. But everyone around me believed I could do it. And their confidence carried me until I could generate my own.
You get an email that annoys you, hit reply, type your thoughts, hit send, and feel instant regret. We’ve all done this. We’re frustrated and we let the other person know.
Feedback via email is always a bad idea. You don’t know how the recipient will read and interpret your message. You can’t manage the tone of the message or give the person a chance to respond. And more often than not, the recipient will reply equally frustrated. And now the non-conversation begins –back and forth, back and forth.
Email is for wimps and voicemail isn’t any better! No texting either. End the madness and pick up the phone or take a shower and meet via video. Things are resolved most quickly and easily by talking about them.
I’m consistently surprised at how much feedback is delivered via email. And it’s only gotten worse with people working virtually. I’ll admit to occasionally being guilty of it too. I’m in a hurry and I want to get something done quickly. Or my emotions get the best of me and I feel compelled to respond to a situation quickly. So I send an email or a text message that I know I shouldn’t send. Then I regret it and spend the rest of the day apologizing and feeling badly for communicating impulsively.
If we want people to want to work with us and perform at their best, we need to consider how our actions impact them. Yes, it’s easier to send a quick email or text. But doing so invariably annoys the other person and damages your relationship. People can work with you, around you, and against you. If people want to work with you, they’ll work harder and produce better work.
Slow down. When you need to give feedback, ask yourself what you want the other person to do. Then ask yourself, how do I need to communicate to get the result I want? Then pause, breathe, and pick up the phone.
Early in my career, I worked with a woman I didn’t get along with. We were on the same team and had the same job, but didn’t see eye to eye on how to approach work or solve problems. And when we didn’t agree, things got ugly. I have to admit to being afraid of her.
The odd thing is that socially, we did fine. When our team socialized outside of work, we had fun and got along well. That’s when I realized that there was no correlation between camaraderie and working well together.
Lots of teams go bowling, to baseball games, and out for happy hour as team building activities. And while team members may enjoy being together at these events and get to know each other personally, they don’t learn how to work well together and how to resolve conflict.
Go bowling or out for happy hour, just don’t expect people to work better together as a result of those activities. If you want to do impactful team building activities, give team members a chance to learn about each other and themselves, and make agreements of how team members will work together in the future. Create occasions for candid conversations.
When I lead corporate team building activities, I put people in small groups, give the group a box of Candor Questions for Team Building and time to answer the questions. People talk about things they should have talked about when they started working together. Team members learn about each other’s working style preferences and what each person needs from both the job and each other. But most importantly, team members have permission to talk about things they normally don’t, and begin to create a climate of candor, which is essential for any group of people working together. For a team to work well together, it must be safe to tell the truth. Teams need to talk about the things that impact them most – each other.
So go bowling and out for happy hour. But also create opportunities for team members to talk about the things that matter most — how they impact each other at work.
Many organizations think they’re improving customer service by training sales and customer representatives to make small talk — asking how a customer’s day, week, or trip is going. Asking questions and chatting with customers about personal matters is only good customer service if clients WANT to make small talk.
When room service delivers breakfast and the hotel guest is standing in a towel, he’s probably not interested in talking about whether his trip is for business or pleasure and whether or not he’ll have time for fun while he’s in town. Improving customer service will likely require the wait person to get in and out of his room quickly. When a ride-share driver talks with you when you want to work, his desire to chat probably isn’t improving customer service.
Sales and customer service representatives can also over communicate about business-related issues. Last weekend I ordered some equipment online. Shortly after placing the order, a customer service representative called me because I’d provided different billing and shipping addresses, and he wanted to be sure that someone wasn’t fraudulently using my card. Focused on improving customer service, he asked me to call back before they’d ship my item, which I needed Monday and paid $32 to have sent via overnight mail.
When I called back, I got voicemail and left a message. Then I spent the day wondering if the guy got my message and if my order would arrive on Monday. Then he left another voicemail saying that one of the items I ordered was out of stock but he thought they might have it in another color. He then called again to tell me that they did indeed have the item in a different color and asked me to call back. When I called back, I was told that my order had already shipped. Three unnecessary phone calls on a Saturday is not improving customer service.
You may be thinking this situation is an anomaly, but it happened to me again a few days later. I returned a pair of pants I bought online. I wrote a letter explaining for what item I wanted to exchange the pants. A customer service representative called to ask if I was sure about what I wanted and asked me to call back. When I returned the call, I was told that my order had already shipped.
I suspect companies think they’re improving customer service by asking how a customer’s day is going and by calling customers personally when questions arise. Perhaps I’m too busy, but having to call a vendor to tell them that I meant to order what I ordered and I really do have a separate billing and mailing address is not improving customer service. It’s time consuming and annoying.
I’m aware my preferences are not consistent with all buyers, and many customers appreciate calls from vendors and making small talk with wait staff, taxi drivers, and other service providers. But you won’t know what your customers want if you don’t ask them. Consider asking customers about their preferences when they buy something.
Here are a couple of questions you could ask, with the goal of improving customer service:
If we need to contact you, what method is best? Phone, email, or text message?
Ride-sharing drivers, massage therapists, dentists, etc. ask, “Would you like a silent ride/visit?”
What’s your definition of good customer service? Check all that apply.
Get it done fast and right the first time.
Get to know me. I’m happy to chat.
Get it done right and ask all the questions you’d like.
I’ll sacrifice pleasantries for speed.
Our customers don’t necessarily share our definition of good customer service. Small talk may suit some customers, while it alienates others. Read your customers’ body language and listen to their tone of voice. Do they look and sound like they want to chat with you? Do they happily provide you with detailed answers to small-talk related questions, or do they provide short answers and appear impatient? Listen, watch, and adjust your behavior accordingly. Or preferably, ask what customers are expecting from you when they buy. Ask more. Assume less.
Who have you fired lately? The person who cuts your hair or lawn? A doctor, accountant, or restaurant where you had a bad experience? Did you call any of those providers and tell them why you were replacing them? My hunch is no. There’s little incentive to do so. Why risk their defensiveness? It’s easier to just replace them. And the same is true for you.
There’s little incentive for the people you work with to tell you when you frustrate them. The perceived cost seems too high. The people you work (and live) with have experienced others’ defensive responses to negative feedback (which is no fun) and they don’t want to experience your reaction. As a result, when you disappoint or frustrate others, it’s easier to say nothing than tell you the truth.
The tendency for others to tell you things are fine when they’re not, will prevent you from managing your career and relationships. People will go missing and you’ll be passed over for professional opportunities and never know why.
To make it more likely that people will tell you when you disappoint or frustrate them, make it easy to tell you the truth.
Here are seven practices for receiving feedback:
Receiving Feedback Practice #1: When you begin new relationships, tell people you want their feedback.
Receiving Feedback Practice #2: Promise that no matter what people say, you’ll respond with “thank you.” This is very hard to do.
Receiving Feedback Practice #3: Tell people you already have relationships with, that if you haven’t said it in the past, you really want their feedback and promise to respond graciously with “thank you.”
Receiving Feedback Practice #4: Ask people who matter to you for feedback regularly.
Receiving Feedback Practice #5: Resist the urge to get defensive.
Receiving Feedback Practice #6: Catch yourself when you start to become defensive and apologize. Say something like, “I’m getting defensive. I’m sorry. Tell me again. I’ll do a better job of listening.”
Receiving Feedback Practice #7: Take a break from conversations during which you find yourself responding defensively. Say something like, “I’m not responding as well as I’d like. How about we take a break? Give me a few minutes (hours or days) and I’ll come back to you to talk more. I really want to hear what you have to say.”
The aforementioned list provides recommendations for asking for and receiving feedback you want, not feedback you don’t. You are not a dumping ground. Don’t ask for feedback you don’t want. And when you do ask for feedback, qualify what type of feedback you’re looking for. Telling people “I want your feedback” doesn’t mean they’re welcome to say whatever they want.
The purpose of asking for feedback and making it safe to tell the truth is to give you more control over your career and relationships. It’s ok to be passed over for opportunities and relationships, but it’s unhelpful not to know why.
Much of what comes through our phones is not important – emails we don’t really want to read, advertisements for things we won’t buy, and social media updates we don’t care about. And yet those little devices are so seductive. It’s hard not to check your email, texts, and social media updates constantly. Being so connected electronically and thus so continuously distracted has its benefits but it also has real costs.
Most of you know I have a small child and I’m committed to being a present and involved mom. I spend a lot of time with my son. But the best times are when I leave my phone behind. Without my phone I’m fully present with him, in the moment, enjoying him. When I have my phone, I’m distracted, often stressed, and typically torn. Can’t I read this email and reply quickly? What’s the harm? It will only take a second.
And each time I take a minute to read my email, I’m gone. I’m focused on my phone. And then I feel guilty and sad for not being as engaged as I want to be. Then I recommit to being fully present. And then read my email again. It’s a vicious cycle.
There is a huge cost to being distracted most of the time. Our relationships suffer. Car fatalities have increased tenfold. People are consistently tired.
Every productivity expert will tell you to check your messages three times a day, respond, and to not be constantly reading email. It’s fantastic advice. And I suspect no one, including productivity experts, follows it. It’s just too hard. We’re lured by our phones, tablets and laptops. Not checking them regularly makes us antsy, uncomfortable, and nervous.
What would happen if we set defined periods of time for each thing we did? I.e., Spend from 2:00 pm – 4:00 pm working on a project. At 4:00 p.m., check your phone. Take the weekend off and check your messages at 7:00 p.m. on Sunday. I suspect we’d get way more done and feel less stressed. But we have to give ourselves permission to put the phone away.
Here are three ways to be more focused and productive, and hopefully, happy:
1. Schedule work and personal activities for realistic, defined periods of time, and stick to them.
2. Agree on no cell phones or other electronics during personal meals and outings. I like the game people are playing in restaurants by putting cell phones face down in a pile on the table. The first person who touches their cell phone pays the entire bill.
3. Agree on no cell phones during group or one-on-one meetings. Your meetings will be shorter, easier to manage, and more productive. Meeting attendees want to tell their peers to put away their phones but feel like they can’t. Strong meeting facilitators who set and hold to this expectation earn others’ respect and run productive meetings.
In a nutshell, give yourself permission to focus. Do one thing at a time for a short period of time. Allow similar chunks of time to read and reply to messages and read Facebook updates you don’t care about. Then put the phone down and walk away. Your family and friends miss you.
Chances are, at some point in your career, you’ve worked with someone you wished would go away. Maybe the person repeatedly threw you under the bus, took credit for your work, or didn’t keep their commitments. And at some point, you wrote the person off, and have been merely tolerating them ever since.
Damaged relationships can be repaired, if you’re willing to do some work.
The first step in repairing a damaged relationship is to decide that you really want to do so. Managing conflict in the workplace isn’t easy. It will take effort and will likely be uncomfortable, so before you take action, decide if you really want to work on the relationship.
How to know if you should try resolving conflict in the workplace: Ask yourself how much you need the relationship. This probably sounds political, and it is. If you work on projects together, need to give or receive information, or have to work together regularly, then it’s likely worth working on the relationship. If you don’t need to work together regularly, then perhaps don’t work on the relationship.
If you decide to attempt to strengthen a relationship, plan what you’re going to say. Never trust the first thing that comes out of your mouth during a difficult conversation.
Step one for resolving conflict in the workplace: Like any feedback conversation, start with the end in mind. Consider what you want to have happen as a result of the conversation.
Step two for resolving conflict in the workplace: Plan what you’re going to say by taking notes and practicing out loud. What you say in your head is usually not what comes out of your mouth.
Step three for resolving conflict in the workplace: Ask the person for time on their calendar. People don’t like surprises. You’ll have a better outcome if the person has blocked time to talk with you. Have the conversation in-person whenever possible. If you can’t speak in-person, talk on the phone. Do not attempt to fix your relationship via email. 1. Email is wimpy. 2. It will not work.
Tell the person, “Our relationship is strained. I don’t think I’m saying anything we’re not both aware of. I’d really like a good working relationship. Would you be willing to have coffee or lunch with me, and we can talk about what has happened and perhaps start in a new way?”
Step four for resolving conflict in the workplace: Ask for a meeting to work on the relationship up to three times. If, after the third time, the person hasn’t made time, stop asking. You can’t work with someone who won’t work with you. If the person doesn’t make time to meet, be polite, professional, and inclusive, but stop trying to nurture the relationship. Inclusive means: cc’ing them on necessary emails, inviting them to appropriate meetings, and providing necessary data.
Step five for resolving conflict in the workplace: If the person makes time to meet, speak candidly, be yourself, and be vulnerable. I don’t mean be a doormat. I do mean be authentic.
Ask for feedback about how you’ve damaged the relationship.
Listen to what you hear, and resist the urge to defend yourself.
Ask for permission to tell him how he’s damaged the relationship.
Give small amounts of feedback, with a few specific examples.
Make agreements of what each of you will do differently in the future.
Thank the person for the conversation and schedule another meeting.
Step six for resolving conflict in the workplace: Build in follow-up. Most people have one conversation and expect things to be fixed forever. Relationships don’t work that way. Agree to meet monthly, for the first few months, until you’ve rebuilt trust and learned how to communicate and work together. During the monthly meetings, give each other permission to give candid feedback about how you’re working together. I call these Relationship Inventory Meetings.
During monthly Relationship Inventory Meetingsask:
What’s working about how we work together?
What’s not working?
What working agreements did we keep?
What working agreements did we break?
Which working agreements are helpful?
What working agreements need to change?
You might be thinking, “I don’t like this person. I don’t want to work with them. And I definitely don’t want to have these uncomfortable conversations.”
If the nature of your relationship is impacting your ability to do your job, your professional reputation, or your happiness, all of those consequences are far worse and more long-lasting than any conversation will be.
The conversations won’t be as bad as you think. No one will tell you anything you can’t handle, because for the most part, they’re afraid of your reaction and they know they’ll be next.
Conflict in the workplace and damaged relationships keep people up at night, reduce job satisfaction, and often motivate people to leave jobs. If you’re experiencing any of these things, all of them are worse than any conversation will be. The anticipation of the conversation is far worse than the conversation itself.
Decide if you want to strengthen the relationship.
Plan the conversation.
Ask for time to meet.
Have the conversation. Speak honestly, but responsibly.
Plan to have another conversation before ending this conversation.
Congratulate yourself for being courageous and picking happiness over anxiety and frustration.
When I get an email that has multiple paragraphs I look at it, decide I don’t have time to read it, and close it out, promising to go back to it later when I have more time, which never happens.
If you want your emails read, shorter is better.
Here are a few tips for writing effective emails that are more likely to be read:
Put a specific subject in the subject line that says what the email is about.
This does not include your name. We already know your name.
Example: “Meeting” (that’s not specific). Instead try: “Meeting to agree upon February goals.”
Highlight and bold important parts of the email.
Limit this practice so what’s bolded and highlighted stands out.
If everything is bold, nothing stands out.
Use bullets.
Use the fewest number of words possible.
Use links that send readers to relevant information.
Offer to provide additional information, if desired.
The shorter your emails are, the more likely they are to get read. You can always offer additional information, but readers won’t get to the detail if they never read the email. When it comes to writing effective emails, shorter is better.
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