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Business Relationships Archive

Hinting Won’t Cut It

Several years ago, a guy I was dating asked, “We don’t really need to do anything for your birthday do we?” I was taken aback by his question (which was really a statement) and replied, “No, we don’t.” But I didn’t mean it. And when he blew off the ‘big day’ I was furious and let him know it. Instead of having dinner on my birthday, we had an ugly conversation and a lousy rest of the week. Asking for what I wanted upfront would have been much less painful.

Why is it so hard to ask for what we want, especially from the people who love us? Learn how to get what you want on your birthday and every day.

We aren’t likely to get what we don’t ask for. The people in our lives can’t read our minds. They don’t know what we want. This is true at home and at work. If you want a report to look a certain way, sketch it out for your employees. If you want a meeting handled in a certain fashion, give detailed instructions. For the most part, we expect things to go well and thus we delegate insufficiently at work and hope to be pleasantly surprised at home.

I hope the people who love you, know you well enough and are intuitive enough to give your heart what it wants on your birthday, and every day. But if they don’t, make it easy for them to please you by telling them what you want. For example, tell the person you love, “I’d love to spend the day together. I don’t care what we do, as long as we’re together.” Or, “I don’t care what you do for my birthday, but please do something to mark the day.” And if you want something specific, ask for it. “I’d love flowers, despite that they’ll die and are impractical. Anything but roses and carnations would be lovely.”

Ask for what you want and see what happens.


Can I Be Candid with You? The Real Definition of Candor.

A few weeks ago, a college student introduced me before I spoke at a conference. I heard him practicing out loud shortly before he was to read my introduction on stage. As he practiced, I heard him struggle with the word candor. Initially, he pronounced it as can-door vs. can-dor. He’d never seen the word and didn’t know what it meant.

The word candor is not being used on a regular basis. Younger people may not know what it means. And, in my experience, people who are familiar with the word often misinterpret candor to mean bad news. Most people expect bad news to come after the question, “Can I be candid with you?”

The definition of candor is, to be honest, truthful and forthright. We at Candid Culture define candor differently. The Candid Culture definition of candor:  Telling people what you need before challenges occur. Anticipating everything that can take a project or relationship off track and talking about potential pitfalls before they happen.

Think about the projects and processes in your office – hiring someone new, sourcing a vendor, training people on new software. The potential breakdowns are predictable. You know the pitfalls that can happen when starting anything new because you’ve experienced them.

What if candor sounded like, “We want this project to be smooth. There are a couple of things that will make our work together go well and a few things that may delay the project and have it cost more than we budgeted. Let’s talk about what needs to happen for things to go smoothly, ways to prevent missed deadlines, and how we’re going to handle breakdowns when they happen.”

Some call a conversation like this setting expectations, others call it planning. In my world, these conversations are called candor –talking about what you need when projects begin, rather than letting the anticipatable train wreck happen.

Candor isn’t bad news. It’s telling people how to win with you vs. making them guess.

Examples of candor at work and at home:

“Here a few of my pet peeves… It would be great if you could avoid them.”

“What will frustrate you?”

“I turn off my cell phone alerts at night, so feel free to text or call me anytime. I’ll respond to all messages in the morning.”

“I respond to text messages mostly quickly, then voicemail, then emails. If you don’t get a reply to an email within two or three days, don’t take it personally. Chances are I haven’t read the message. Feel free to follow up with a text or voicemail.”

“I work best by appointment. Drop by’s are hard because they interrupt my flow. Email or text me if you need something, and I’ll tell you when I can swing by. Does that work for you?”

For the most part, we treat people as we want to be treated. Other people aren’t us. They don’t do things as we do and don’t know what we want. Don’t make people guess how to work with you, what you need, and what you expect. Be candid and tell them! Then ask what the people you work and live with expect from you.

You won’t get what you don’t ask for.


Give Feedback or Say Nothing?

Most of us grapple with whether or not we should give feedback when someone else does or says something frustrating.

Here are a few criteria to help you decide whether or not you should give feedback or say nothing:

  1. Do you have a relationship with the person?  Do you know each other well enough to share your opinion? Aka, have you earned the right?
  2. Has the other person requested your opinion? Unsolicited feedback is not typically received well.
  3. If the other person has not requested your opinion, does he appear open to hearing feedback?
  4. Are you trying to make a difference for the other person or just make him look or feel bad?
  5. Do you want to strengthen the relationship?

Before you give feedback, do something I call, ‘check your motives at the door.’ If your motives are pure – you want to strengthen the person or the relationship, and you have a good enough relationship that you’ve earned the right to speak up — then do it.

People are more open to feedback when they trust our motives. If we have a good relationship with the person and he knows we’re speaking up to make a difference for him or for the relationship, you’ll be able to say way more than if your motives are questionable – aka you want to be right.


Organizational Culture – Hire and Fire for Fit

When I interviewed for my last job, before starting Candid Culture, the CEO put a mug in front of me with the company’s values on it and asked if I could live by those values at work. He was smart. Hiring someone with the skills to do a job is one thing. Hiring someone who fits into the organizational culture, is another.

Determining if a prospective employee will fit your organizational culture is much harder than determining if someone has the skills to do a job. Often when an employee leaves a job, only to take the same role at another company, they left for fit. They just didn’t feel comfortable. They weren’t a good fit with the organizational culture.

culture fit

You’ve probably heard discussions about employees who deliver results at the expense of relationships. Or about employees who fellow employees really like, but they just can’t do the job.

Leaders of organizations need to decide what’s important:  What people do?  How they do it? Or both. I’m going to assert that both the work employees deliver and how they deliver that work is equally important. I think you should hire and fire for fit.

Work hard to hire people who will fit into your organizational culture. Get rid of people who don’t fit. The impact on your organization’s reputation and on internal and external relationships depends on hiring people who behave consistently with your brand and how you want your organization’s culture to feel.

At Candid Culture, we teach people to have open, candid, trusting relationships at work. Thus we must hire people who are open to feedback and communicate honestly. And we fire people who don’t model those behaviors.

If you want a high service organizational culture, you can’t hire people who don’t care about others or who don’t want customers to feel good about working with you.

Here are a few ways to ensure you hire people who are a good organizational culture fit:

  1. Share your current or desired culture with job candidates early, often, and clearly.
  2. Work to assess how candidates fit the culture. Use practical interviews, job shadowing, and reference checks to assess organizational culture fit.
  3. Talk about the culture when onboarding employees.
  4. Make behaving according to the culture part of your performance appraisal process.
  5. Reward behavior that matches the culture.
  6. Have consequences for not acting according to the culture. A negative feedback conversation is a consequence.
  7. Ensure your leaders and managers live the culture. Get rid of leaders and managers who aren’t a good culture fit. This takes courage.

When people leave an organization, they don’t often take copies of reports they produced or work they created. And if they do, they rarely look at that work. What they do take, remember and find meaning in, are the relationships they built at work. Relationships are dependent on organizational culture.

Determine the organizational culture you want. Talk about regularly. Require people to act according to the culture. Reward the ones who do. Get rid of the ones who don’t. Make working in your organization feel as you want it to feel.


Manage Up to Give Feedback

Employees are often afraid of the most senior people in organizations, simply because of their titles. The better the title, the scarier people are. And if employees are scared of organizational leaders, they’re not going to give those leaders negative feedback. The most senior people in an organization get the least information of anyone.

No one likes to be told that he is wrong. Negative feedback tells the person he did something wrong. But there is more than one way to give feedback. Asking questions can be equally as effective as giving direct feedback.

If you want to give a senior person negative feedback, but you’re afraid of the consequences, manage up by asking more and saying less.

Here are some ways to manage up by asking questions:

Rather than saying, “I disagree, I think you’re wrong, or this is a mistake,” consider managing up by asking questions like:

  • We’ve chosen to invest a lot in this software. I wasn’t here when the software was chosen. What’s the history of this initiative?
  • What were the criteria for selection?
  • What are you concerned about?
  • What are you satisfied with?
  • What else have we tried?
  • What are your thoughts about…?
  • What if we tried…?

Asking questions gets the person involved in a discussion, during which you can eventually express your point of view. When you ask questions, you say very little, and definitely don’t call the person’s decision-making into question.

Human beings are wired for survival. Receiving negative feedback kicks the need to defend oneself into gear, hence why people become defensive when they receive negative feedback. Negative feedback calls survival into question. If you don’t want people to become defensive, don’t require them to defend themselves. A discussion, during which you ask questions, is much less threatening than overtly disagreeing with someone’s point of view.

Asking questions takes more time and more patience than giving direct feedback. But it also takes less courage, and the quality of your relationship doesn’t have to be as good. You need a pretty good relationship to give direct feedback. If you don’t have that relationship, manage up by asking questions instead of being so direct.

If you do choose to ask questions, watch your tone. If you can safely add the words “you dummy” to a question, you aren’t really asking a question, you’re giving feedback, which is likely to evoke the defensive response you’re seeking to avoid.

It’s important to be able to express your point-of-view at work. Staying in a job or organization in which you can’t speak up, doesn’t feel great and doesn’t leverage the best of what you have to offer. But if you’re concerned about giving direct feedback, manage up by asking questions.  Say less. Ask more.


Repair Your Professional Reputation – It’s Not Too Late

Changing a damaged reputation is challenging. My number one piece of advice: Be very overt about the changes you’re making.

Here are eight steps to discover and repair your professional reputation:

Step one to repair your professional reputation: Make a list of people who observe your performance and who can impact your career. If you’re not sure who these people are, ask your boss and peers. They know.

Step two to repair your professional reputation: Ask for specific, candid feedback at least twice a year, and tell people why you’re asking for the information.

Asking, “How am I doing?” is not specific. Instead, say something like, “I want to learn more about my reputation in the office and want to eliminate my blind spots. I’d be grateful for any input you can provide on my reputation and what people say about me when I’m not there.” Then schedule a specific time in the near future to discuss the feedback, so you don’t catch people off guard. You’ll get better feedback when people have had a chance to observe your behavior and think about what they’d like to say.

Step three to repair your professional reputation: Listen to the feedback and no matter how hard the feedback is to hear, say, “Thank you for telling me that.” Don’t defend yourself. Instead, leave the conversation, think about what the person has said, and then go back to him a few days later with questions, if you need to.

Step four to repair your professional reputation: If the feedback you receive doesn’t feel accurate, tell others who you trust about the feedback and ask them to provide input.

Step five to repair your professional reputation: Sit with the feedback before taking action. Let yourself be emotional. You might feel angry, sad, or betrayed. All of those are normal responses to feedback.

Step six to repair your professional reputation: Take action. Make changes that feedback providers suggested.

Step seven to repair your professional reputation: Tell people who provided input and who are impacted by your behavior about the changes you’ve made. You could say, “I recently received feedback that I’m not careful enough and that my work often has errors. I’m really working on this. Will you pay attention to the accuracy of what you receive from me and let me know if you see changes? I’d really appreciate your input.”

Step seven is very important and something people rarely do. Don’t assume people will notice the changes you’ve made. Instead, assume they won’t. Without being told what to look for, the decisions people have already made about you will supersede changes you’ve made. It takes a lot of effort to see people differently. Validating what we already know and think about someone is much easier and more likely than noticing changes.

Step eight to repair your professional reputation: Continue to ask for feedback. Receiving feedback is not a one-time event. It’s an ongoing process. Don’t ask for feedback weekly, rather check in once a quarter, tell people the changes you’ve made, and ask for specific input.

You can change your reputation if you want to. Doing so will require courage, openness, and effort on your part. Work on one or two things at a time, not ten. And then reward yourself for the changes you’ve made with a pint of Ben & Jerry’s because too often we’re hard on ourselves and forget to celebrate wins.


Improving Workplace Relationships – Suffering is Optional

When leaving a job, the late nights and all-consuming projects quickly become history. What we take with us, are the people we worked with and the friendships we formed.

Much of what contributes to job satisfaction or dissatisfaction are our workplace relationships. “I just can’t work with this person. We don’t see eye to eye. We can’t get along,” are the types of challenges that often motivate people to job hunt.

I’m a believer that suffering at work is optional. You deserve and can have a job doing work you love, with people you enjoy. If your workplace relationships are strained, there are several things you can do to improve them.

Four steps to improve workplace relationships:

1. Make a list of the people you need a good working relationship with.

2. If you’re not sure who you need to work well with, ask your boss, peers, and internal customers. They know.

3. Ensure you know what your internal customers are expecting from you. Ask what a good job looks like, how they’re evaluating your results, and how they like to communicate.

4. Tell people you’re struggling with, “I think we both know this relationship is strained. I’d really like a good working relationship with you. Would you be willing to have coffee or lunch with me, and we can talk about what has gone on, and perhaps start in a different way?”

Fixing a broken relationship needs to be a phone or in-person conversation. Sending someone an email, telling him you want a good working relationship, won’t do the job.

Damaged workplace relationships can be fixed. We often don’t know what the other person is really upset about. We may think we know or assume, but may be surprised when we have the conversation.

You spend way too much time at work not to enjoy the people you work with. Don’t assume strained relationships will remain strained. Identify who is most important to your success, tell those people you want a good working relationship, and then ask questions to learn what they are expecting from you. Good relationships don’t just happen.

You have more influence over your relationships than you may think. Don’t accept the status quo. Suffering is optional.

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Advance Your Career – It’s Your Job

If you haven’t had a bad boss yet, just be more patient. He or she is coming. Why do I say that? Because not all managers are great bosses. Many managers don’t provide employees with challenging opportunities, regular feedback, and exposure to different areas of the business.

Too many professionals are waiting for their boss to make their career happen. You might be lucky enough to have a boss who cares about you and helps you advance your career, but you might not. Either way, you deserve to have the career you want and ultimately, it’s your job to advance your career.

Here are five steps you can take to advance your career:

How to Advance Your Career Step One: Learn about different areas of your organization and become clear on what you want to learn and to what areas of the business you want exposure.

You won’t know what to ask for from your manager if you don’t know what your organization does and the opportunities that are available. Get to know the leaders and employees in other departments. Find out what they do on a daily basis, the initiatives they’re working on, and their short and long term goals.

How to Advance Your Career Step Two: Ask your manager, your peers and other organizational leaders who you need a good working relationship with and who can influence your next career opportunity.

You never know who talks to whom and who can influence your future opportunities. Department heads you don’t know well talk to other department heads. Don’t assume that because you don’t know someone well that s/he can’t influence your next opportunity or lack thereof.

How to Advance Your Career Step Three: Build and strengthen necessary working relationships and improve your reputation in areas it has been damaged.

You might need to tell a coworker (in person or over the phone, not via email!), “Our relationship is strained. I don’t think I’m saying anything we both don’t know. I would really like a good working relationship with you. If you’d be willing to have lunch or coffee with me and talk about what has gone on, and perhaps we can start anew, I’d really appreciate that.”

Ask for feedback and make necessary changes. Assume others are not aware of the changes you’ve made, so make those changes overt. Tell people who can impact your career, “I’ve received _________ feedback. As a result, I’ve made ___________ changes. I’d really appreciate your continued feedback on the changes I’ve made and other changes I need to make.”

How to Advance Your Career Step Four: Tell people who can influence your career what you want to do.

Don’t assume people know what you want to do in the future. In fact, assume others have no idea about the work you want to do and the things you want to learn. Tell people, “I’m really interested in learning more about ___________. I’d like exposure to __________ part of our organization.”

How to Advance Your Career Step Five: Make it clear that you’re capable of either doing or learning what you aspire to do.

I’ll never forget my first college internship. I was interning for a company that did ropes courses and backpacking trips with at-risk teenagers. During orientation, my boss pointed to a large storeroom and told me that interns were responsible for sweeping the floor and washing sleeping bags and cooking utensils after camping trips. I thought, “I did not take a semester off from school to sweep floors and wash sleeping bags.” I never said that out loud. I simply did other things (that I wanted to do) well, that offered great value to the organization. At the end of the internship, my boss said, “You’re the only intern who has never cleaned the storeroom because you demonstrated you were capable of doing more.”

Your career is your responsibility. Don’t wait for the right boss to make your career happen. Take matters into your own hands. Follow the steps above and get more of what you want at work.


The Employee Performance Appraisal Doesn’t Have to Be the Worst Day of the Year

Most people would rather get a root canal than participate in an annual employee performance appraisal.

The reasons employee performance appraisals are so difficult is simple:

  1. Many managers don’t deliver timely and balanced feedback throughout the year.
  2. Many employees don’t ask for regular feedback.
  3. Too much information is delivered during the annual employee performance appraisal.
  4. And as crazy as it sounds, managers and employees haven’t agreed to give and receive regular and candid feedback.

Employee performance appraisals don’t have to be the worst day of the year.

Here are four steps to ensure employee performance appraisals are useful and positive:

  1. Managers and employees must agree to give and receive balanced, candid feedback. Don’t assume the agreement to speak honestly is implicit, make it explicit.
  2. Managers, be honest and courageous. Don’t rate an employee a five who is really a three. You don’t do anyone any favors. Employees want to know how they’re really doing, no matter how much the feedback may sting.
  3. Managers, focus on three things the employee did well and three things to do more of next year. Any more input is overwhelming.
  4. Managers, schedule a second conversation a week after the employee performance appraisal, so employees can think about and process what you’ve said and discuss further, if necessary.

The key to being able to speak candidly during an employee performance appraisal is as simple as agreeing that you will do so and then being receptive to whatever is said. And don’t make feedback conversations a one-time event. If you do a rigorous workout after not exercising for a long time, you often can’t move the next day. Feedback conversations aren’t any different. They require practice for both the manager and employee to be comfortable.


Your Mom was Wrong – Speak Up

“If you have nothing nice to say, don’t say anything at all.” Most of us grew up hearing these words. Last week I used them with my four-year-old son, and instantly regretted it. He said something hurtful to me and I told him to keep those thoughts to himself.

I want him to keep his thoughts to himself if he doesn’t like a kid at school or doesn’t want to play with someone. Walk away, find another place to play, is often my guidance. But with me? With me I want him to be honest, always, even if it hurts.

Every time we talk with people, we train them how to interact with us. If I tell my son not to tell me the truth, I teach him to protect my emotions and stifle his. I teach him I’m not strong enough to handle the truth and that I’m someone who needs protecting. I teach him that he can’t be honest with me.

Do I want him to be a kind, empathetic person? Yes. Do I want him to measure himself with others, watching what he says and how he says it? Yes. Do I want him to do those things with me? No. I’m the mom. He’s the kid. And that will always be the case, even when he’s 45. I can take whatever he has to say. And if I want to have a real relationship with him, he needs to know that.

Every time we react to what others say, we train them how to interact with us. If you want your coworkers, boss, family and friends to be honest with you, make it easy to tell you the truth. Take in what others say without visibly reacting. Say “thank you” for whatever feedback and input you get, even when you want to say everything but. Take the time to ‘get over’ hard messages and then discuss further, when you’re not angry.

People learn quickly. If we react to suggestions, input, and feedback negatively, people learn that we can’t take challenging data and they stop giving it to us. I don’t want to be the person the people I care about are afraid to talk with because my reaction is just too hard to deal with.

Should you care about everyone’s feedback? No. Should you ask everyone for feedback? No. Should you be open to everyone’s feedback? No. Be open to feedback from the people who matter most to you. Open your heart and your mind. Close your mouth. Even when you want to do everything but. Strengthen your relationships and train people that you can handle the truth.

Note: I know this blog is not what my weekly tip said it would be about. I write the weekly tips before the blog and this blog just went a different direction. Everything I write is inspiration driven. I’ll write about the courage to speak up in a future week. 


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