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Posts Tagged ‘business communication’

Be Kind – Make Covid Better

We are living in a weird, crazy time. It may feel scary to go into a restaurant or a store, let alone to work. People are wondering if it’s safe to fly, return to their offices, or visit family and friends. There is so much uncertainty and so many unknowns. People are anxious and stressed.

I can see and feel the stress when I go to the grocery store. My neighborhood store didn’t feel particularly friendly before Covid. Fellow shoppers would run you over with their cart if it appeared you were going to beat them to the last bag of organic, gluten-free, paleo-friendly, vegan, sustainably-sourced chips. But now it’s much worse. People shopping in the store understandably want to get in and out as soon as possible. Other people are obstacles, like moving, orange cones pushing carts. Long lines are stressful. You can’t tell if a masked person smiles or silently growls at you.

During these uncertain, scary, and unpredictable times I think we need to go out of our way to demonstrate kindness.

I’ll admit that I am the person always in a rush, often on the phone at the checkout counter (I hate when people do that, even though I do it too), sometimes not making meaningful eye contact. But lately I’m making more of an effort – saying hello to strangers I pass, when I normally wouldn’t, making it obvious I’m smiling at a person under my mask, even telling people, “I know you can’t tell, but I’m smiling at you.” I’m asking hospitality workers how they’re doing, what it’s like to be working in a coffee shop or a grocery store, and what makes a customer respectful during this scary and uncertain time. And I’m listening more closely to their answers.

It’s harder to see kindness right now because a mask conceals so much. It also allows me not to wear makeup, which I’m grateful for. But people can’t interpret my intentions behind my mask. They can’t see if I’m friendly, happy, or irritated. I have to go out of my way to demonstrate how I feel and what I mean in ways I never have before.

Here are five ways you can demonstrate kindness:

  1. Tell people you appreciate that they’re working (in an environment that may feel risky from a health perspective).
  2. Ensure your tone is friendly and patient.
  3. Tell people overtly how you feel. “I’m not irritated, this mask just makes me look cranky.” “I’m smiling at you. Thank you for the good service.”
  4. Wait patiently, versus sighing and rolling your eyes, if there is a long wait for customer service or an answer to a question.
  5. Follow the posted rules for distancing and masks. Following the posted guidelines makes everyone feel more at ease.

Be overt. Make your positive feelings known. Put someone else at ease. And this ‘thing’ will feel better.

Coming next week:  You asked. We answered. Next week’s tip and blog: How to work well with others virtually.


Leaders – Encourage Employees to Disagree

A few years ago, I facilitated a company-wide training program for an 80-person organization. Early in the program, we were talking about career deal breakers and I asked someone in the group to share a deal breaker so I knew that everyone was clear on what is and is not a true deal-breaker. An employee spoke up. She said, “I’ve been here six weeks. I’m overwhelmed and exhausted. If I don’t get some help soon, I’m leaving.” People in the room gasped audibly. And everyone surely thought the same thing – “She’s done. She’ll be gone by Monday.”

I ran into the organization’s CEO at the Denver airport two weeks later and we had dinner together. Over dinner, I asked if I could give him some advice. I said, “That woman who spoke up during the training did you a huge favor. You spent time and money to become a more candid organization; she gave you the opportunity to demonstrate whether or not you really mean it. Make sure nothing (bad) happens to her.”

It can be really hard when people disagree with us. Leaders institute a new practice, employees resist. Employees say they agree with a policy in a meeting but managers hear otherwise informally.

It may feel easier to introduce a practice and ask employees to follow it without asking what they think. And sometimes it makes sense to do that. You shouldn’t involve employees in every decision. But in an organization, it has to be safe to offer a counter-point-of-view. It must be safe to disagree – publicly and privately.

Disagreement is hard. But silence and the fear of speaking up is dangerous. Organizations full of yes people don’t innovate. They don’t solve problems or find new ways to save costs. They don’t grow, develop, or change. Hearing the truth takes courage and persistence. Put your ego aside and ask – again and again and again.

Every time I work with a new organization, at least one employee pulls me aside and tells me about the organization’s “list”. Employees who speak up and say things the leadership team disagree with get put on the “list”. And employees who make the “list” disappear from the organization. Mind you, no one has ever seen this “list”, but employees everywhere are convinced it exists. And this is a challenge for leaders.

Even leaders who do all the right things regarding asking for and being open to all kinds of input are up against the belief that it isn’t safe to tell the truth at work. It may not even be true. There may be no consequences whatsoever for speaking up, but the perception of the negative consequence is what matters. And this perception is powerful and pervasive across organizations.

So what is to be done? How do leaders get the truth when employees are afraid, disbelieving and perhaps cynical?

Below are seven practices for leaders and managers to get more truth in their organization:

  1. Put your ego aside. It hurts when people disagree with our beliefs or approach, and we’ll be fine. Let curiosity rather than your ego run the show.
  2. Ask for input. Ask again and again and again. Employees may eventually believe that you really want their input.
  3. Ask for input in different ways – in-person roundtable discussions, email, surveys (if you wish).
  4. Ensure there are no negative consequences for speaking up. You can coach employees on how they spoke up and make suggestions for diplomacy, but reward the courage it took to speak up.
  5. Share what you learn after gathering data. Give more information than you think you need to.
  6. Tell employees the ideas you’re accepting and those you’re rejecting and why. It’s ok not to accept and act on all feedback. But close the loop and explain the rationale for decisions.
  7. Be human. Admit failure, fear, worry, and wins. People trust leaders who are human and humans have feelings and make mistakes. I’ll follow a humble leader further than a polished and seemingly perfect one.

Make It Safe to Tell the Truth – Working Well With Coworkers

Giving feedback upwards is hard. Giving feedback downward is hard. Giving feedback to peers can be the hardest of all. We work closely with our peers. They’re often our friends. And still, we need to be able to speak freely when our coworkers violate our expectations.

The key to being able to give peers feedback (to give anyone feedback) is to agree that doing so is not only acceptable but expected. Before agreeing to give and receive feedback, peers need to set clear expectations of how they’ll work together and treat each other.

Telling people how you want to work with them is always easier than asking someone to change their behavior. But it often just doesn’t occur to us to tell our peers what we want and need from them. We’re busy. They’re busy. And don’t they already know what courteous workplace behavior looks like? Return all emails within a day or two, tell people if you’re running behind on a project and will miss a deadline, and call into meetings on time from a quiet workspace. Aren’t all of these behaviors fairly obvious? Do I really need to tell people these are my expectations? Uh….yes, you do.

If you don’t want employees dumping these challenges on their managers, help employees talk to each other.

Here are seven steps to help people who work together set expectations and hold each other accountable:

  1. Schedule a meeting during which people working together can discuss what they need from each other to be satisfied and productive. Then facilitate a discussion during which the group creates 5 – 7 behavior guidelines each person agrees to follow.
  2. Put the list of agreed-upon behaviors in a shared folder. Leave the guidelines there indefinitely.
  3. Give each person in the group permission to talk to individuals who violate the guidelines. This is very, very important. For the most part, employees won’t tell a peer s/he is missing deadlines, gossiping, or is distracted during meetings. People will suffer in silence and avoid the offender rather than speak up about the behaviors that frustrate them.

Ask the group to grant each other permission to speak up when guidelines are violated. Giving each other permission to speak up will make future conversations possible – difficult but possible. Without permission and these agreed-upon behaviors in place, people will suffer in silence or talk about each other, not to each other.

  1. Ask everyone in the workgroup to take feedback graciously, responding with “thank you for telling me,” rather than with defensiveness.
  2. Two weeks after making the list of guidelines, get the group together on a call to review the list, and make any necessary changes to it. Discuss behaviors that were omitted, aren’t realistic, and are realistic but aren’t being followed.
  3. Then follow up by facilitating a monthly conversation during which group members give honest feedback about which guidelines are being followed and which are not, and problem solve as a group. These conversations aren’t a chance to embarrass or call people out in front of a large group. If one person is violating a guideline, that conversation should happen individually. Group conversations keep the lines of communication open – which is essential to making working with others work.
  4. You will need a strong facilitator for the group discussions. The facilitator must tease out people’s thoughts while making sure no one gets blasted in front of the group. Don’t let concerns, that you know exist, be brushed under the rug. Group members must openly and regularly discuss what is and isn’t working about their work environment, or frustrations will build, and unhappiness and dissension will ensue.

It’s not too late to put these practices in place, even with a group that has been working together for a long time. Just schedule the conversation and explain why you’re having it. People will be relieved and grateful.


Giving Feedback – Be Specific

Want to know why people get defensive when you give feedback and why they often don’t change their behavior? Because what you’re giving them isn’t actually feedback.

“You’re awesome to work with” isn’t feedback. Neither is “You did a great job.” “Your work isn’t thorough” isn’t either. Neither is, “You were inappropriate.”

Most of what we consider feedback isn’t feedback at all. It’s vague, unhelpful language that leaves people wondering what they need to do more, better, or differently.

There are only two reasons to give feedback – to encourage someone to either change or replicate a behavior. Unfortunately, most of the ‘information’ we give is too vague to help people do either.

When you coach or give feedback, you serve as someone’s GPS. Like the GPS on your phone, you need to be so specific the person knows precisely what to change or replicate. If you were driving and your GPS said, “Good job” or “I think you’re off track,” you’d throw the GPS out the window and get a map.

If you give someone what you consider feedback and he says, “I don’t know what you mean, can I have an example?” you’ll know you weren’t helpful.

Here are six tips for giving helpful feedback:

Giving feedback tip one:  Write down what you plan to say, then strip out half the words. Shorter feedback with fewer words is better.

Giving feedback tip two: Practice what you plan to say out loud. Have you noticed that what you ‘practice’ in your head is typically not what comes out of your mouth?

Giving feedback tip three:  Before having the ‘real’ conversations, give the feedback to an independent, third-party and ask her to tell you what she heard. Ensure who you talk with will maintain confidentiality. Your organization doesn’t need more gossip.

Giving feedback tip four: Tell someone else about the conversation you need to have, and ask him what he would say. Anyone not emotionally involved in the situation will do a better job than you will. Again, ensure confidentiality.

Giving feedback tip five: Ask the feedback recipient what he heard you say. Asking, “Does that make sense?” is an ineffective question. “Do you have any questions?” isn’t any better.

Giving feedback tip six: Give one to three examples of what the person did or didn’t do, during the conversation. If you don’t have an example, you’re not ready to provide feedback, and anything you say will evoke defensiveness rather than behavior change.

Giving feedback doesn’t have to be so hard. Be so specific that your feedback could be used as driving directions. The purpose of feedback is to be helpful.

Just say it feedback training

Office Culture: Your Job Isn’t to Make Everyone Happy

I want each of my employees to be happy and to enjoy their jobs and enjoy working for me, every day. That can’t and won’t happen, especially right now. Some days are hard. Some are dull. Sometimes I’m fun and easy to work for. Lots of days I’m not.

I had a manager years ago who told me that my need to be liked by my employees would take me down. He was right. Unfortunately, I’m not the only manager with this challenge.

Lots of managers tell me they’re hesitant to give feedback because they’re afraid employees will quit. Other managers do work they know they shouldn’t be doing because they don’t want to burden their employees.

Not every day will be great. And that’s ok. Work is a roller coaster. Some days are awesome. Others are the pits. Your job isn’t to make people happy at every moment, it’s to create a supportive environment and ensure people have the tools to be successful.

My employees have all the tools they need to be successful. I work hard to set clear expectations and give timely positive and upgrade feedback. The rest is up to them. Some days I’m sure they’re happy. Most days, hopefully. And I’m sure there are days that other jobs sound appealing.

Here are five actions to create a positive culture at work:

Office culture tip #1: Set clear expectations at the beginning of every new project and task. The root of frustration and unhappiness is thwarted expectations.

Office culture tip #2: Ask for and be open to feedback from your employees and coworkers. Ask for feedback regularly and work to respond with, “Thank you for telling me that.”

Office culture tip #3: Respond to feedback by changing what it makes sense to change. Giving feedback that is never acted upon creates cynicism and distrust.

Office culture tip #4: Provide a rationale for your decisions. It’s fine to do things the way you want to do them, even if others disagree. Explain your rationale. You’ll get more buy-in.

Office culture tip #5: Don’t be afraid to make decisions that are unpopular. There is a reason that you want to do what you want to do, the way you want to do it. Vet your plans, when appropriate. Be open to others’ input. And then do what you think is right (within the scope of your role).

Your job isn’t to please everyone and trying to do so will likely produce lesser results and be exhausting.


Giving Feedback – Less is More

People leave feedback training armed with new skills and they unfortunately sometimes use those skills as a weapon. It goes something like this, “I need to have a candid conversation with you.” And then the person proceeds to dump, dump, dump. This couldn’t be more wrong, wrong, wrong.

When you give someone negative feedback you are essentially telling him that he did something wrong. And who likes to be wrong? The ego gets bruised and people often start to question themselves. This normal reaction doesn’t mean you shouldn’t give feedback, you just need to do it judiciously.

Ask yourself these four questions when deciding whether or not to give someone feedback:

  • Do I have the relationship to provide feedback? Does the recipient trust me and my motives?
  • Do I have permission to give feedback? If the recipient doesn’t work for you, you need permission to give feedback.
  • Is this something the person can do something about? If it’s not a change the recipient can make, keep your thoughts to yourself.
  • Is the feedback helpful? Ultimately the purpose of all feedback is to be helpful.

Let’s say you’re on the receiving end of too much feedback. What should you do?  It’s ok to say “no thank you” to feedback. Here’s what you could say:

“Thank you for taking the time to bring this to my attention. I really appreciate it. You’ve given me a lot of feedback today. I’d like something to focus on that I can impact right now. What’s the most important thing I should do?” You’ve validated the other person and demonstrated openness and interest. You’ve also set some boundaries and expectations of what you will and won’t do.

“Thank you for taking the time to share your requests about… We won’t be making any changes to that and here’s why.” It’s ok not to act on all feedback, simply tell people why you won’t.

“I appreciate your concern. I’m not looking for feedback on that right now.” Can you say that to someone? Yes. Should you? Sometimes. To your boss – no. To someone who offers unsolicited advice that’s outside of their lane, yes. They’ll get the message.

People can only act on and digest small amounts of feedback at a time. Be judicious and assess your motives. The purpose of feedback is to be helpful, when the feedback is requested and when you have the relationship to give it.

If you receive too much feedback or unsolicited feedback, it’s ok to decline. You’re not the 7-11, aka you’re not always open.


Make It Easier to Talk About Fear at Work

In all of my years of working in and with organizations, I have never heard anyone say the words, “I’m scared” at work. I’ve heard: “I’m concerned” and “I’m uncomfortable,” but never the words, “I’m scared.”

These are scary times. It’s scary to go to the grocery store, to know who it’s ‘safe’ to stand next to, and to travel.

Make it safe for employees to talk about their fears.

One of the first things I teach when I talk about change management is letting people express how they feel – their worries, hopes, and concerns. The people you work with are likely scared. They may be wondering if their job is secure, what happens if they get sick, and are they doing enough work from home with their kids present.

It’s hard to talk about fear because we think doing so makes us appear weak. Leaders and managers need to normalize the conversation. Make it ok to talk about how people feel at work.

Here are four steps to make it easier to talk about fear at work:

  1. Leaders and managers – admit what you’re afraid of. People will take your lead. Admitting how you feel demonstrates strength not weakness.
  2. Tell people it’s ok to be afraid and it’s ok to talk about fear at work. Sanction the conversation.
  3. Give more information about contingency planning, budgets and work from home and time off policies than you think you need to.  Communicate, communicate, communicate.  Then do it again.
  4. Create a forum for people to talk about how they feel about recent events and changes. Managers are not therapists or dumping grounds, but you are coaches. You can help people work through their work-related fears when you know what those fears are.

I’ve always believed that demonstrating our humanity at work is a strength. Being authentic makes people want to work for and with you. Admitting concerns makes you approachable and real.

Your employees and coworkers don’t need to know the details of your whole life, but they do need to see your humanity and be able to relate to you. Talk about how you feel and open the door for others to do the same.


How to Talk About Social Distancing and the Coronavirus at Work

I have a nanny who works in my home. She isn’t afraid of getting sick with the Coronavirus. She was going to the gym, before gyms were closed. I couldn’t tell her not to, however badly I wanted to. I could tell her not to come to work, but that doesn’t help me. How does a nanny work from home?

You are likely in a similar situation. You canceled your spring break trip, your direct report didn’t. You are practicing social distancing, your coworker who sits in the desk next to you isn’t. You’re keeping your kids at home; your next-door neighbors are not. Your kids want to play together.

You can’t legally tell an employee or coworker what to do when they’re not working, but you can tell your coworkers, friends, and family members that you’re uncomfortable. You can make requests and express concern.

My son is on the cusp of the cutoff to go to kindergarten in September. He just makes the deadline. I’ve been asking his preschool teacher how I decide if I should send him to kindergarten in September. His teacher’s criteria for determining if children are ready for kindergarten is self-advocacy. Can children ask for what they need and get their needs met. This is an interesting criterion that I see adults struggle with all the time.

Do we (the adults) regularly ask for what we need and want? Are we willing to be uncomfortable on our own behalf, on our employees’ behalf?

The coronavirus is testing all of us. It’s testing our patience, resilience, and self-discipline. It’s also testing our personal courage in the area of speaking up.

Here are a few ways to talk about the coronavirus at work:

Share your concerns. Tell the people you work with, “We work closely together. I’ve heard you talking about attending parties and other events with groups of people outside of work. I am very nervous about contracting the coronavirus virus. This is making me uncomfortable. I can’t tell you what to do outside of work. Can we talk about what types of social distancing we’re both willing to practice so we’re both comfortable?”

This will take courage. If you can’t advocate for yourself, who will?

Make requests. Tell your boss, “I’m really committed to the project I’m working on with _______. I’m working very hard to stay healthy and practice social distancing. I’ve heard _________ talking about going to parties and gatherings with other people outside of work. We’re working closely together and it’s making me uncomfortable. I want to be a good coworker and employee and protect myself. Can you help me?”

Self-advocacy takes courage.

Caveat – Vet any conversation you plan to have with your HR person or in-house counsel. Make sure what you ask for is legal in your home state.

Share your positive intentions:  “I want to be a good coworker.” “I want to do good work on this project.” “I want to be easy to work with.”

Share your concerns:  “I’m concerned about getting sick. I’m trying to limit my exposure to the coronavirus.”

Share your observation: “I’ve heard you talk about spending time with groups of people outside of work.” “I’ve noticed you spending time with groups of people.”

Share how you feel: “This is making me uncomfortable.” 

Make a request: “Can we talk about how we can keep each other safe?”

Creating a safe workspace and working environment requires the courage to speak up. Plan, practice, and prepare your conversations. Don’t speak off the cuff. Vet what you plan to say with your HR person or in-house counsel. Speak from your positive intention. Be courageous. Be safe.


Business Communication Skills – Influence by Asking Questions

When selling a product, service, or idea, people often think that providing more information is better. The more data points, the more likely the other person is to be persuaded. This is not necessarily the case. Excluding data hounds, most people don’t like to be overloaded with information. But people do appreciate the opportunity to talk about what they want and need. So if you want to sell something, give people a chance to talk.

I’ll never forget one of my first sales calls, early in my career. I was selling Dale Carnegie Training. After calling a prospect for six months, he agreed to spend ten minutes with me. Feeling rushed, I laid out all of our training brochures and quickly told him about every program we offered. Then I asked if he wanted to buy anything. He didn’t.

If I had asked a few questions and listened to his answers, I could have provided information on just the training programs he needed, instead of giving him a list of likely irrelevant options.

Selling a product or service is no different from selling an idea. You are trying to persuade someone to your way of thinking. Resist the temptation to persuade solely by educating. Instead, ask questions, listen to the answers, and then tell the person what you heard her say. If you’ve taken a listening class, you learned the practice of paraphrasing what someone said. Paraphrasing is a very old, very effective practice.

People need to feel heard and understood. From my experience, asking relevant questions, demonstrating that you listened to the answers by paraphrasing what the person said, and providing pertinent and succinct information is what people need to make a decision.


Ask Questions Before You Give Feedback & Strengthen Your Business Relationships

When you feel you’ve been wronged, it’s natural to lay into the offending person, give negative feedback, and tell him exactly what you think. The problem with doing this is that as soon as a person feels accused, he becomes defensive. And when people are put on the defensive and feel threatened, they stop listening. And you’ve potentially damaged your workplace relationship.

When someone does something for the first time that violates your expectations, use the lowest level of intervention necessary. Allow the person to save face, and ask for what you want, without giving an abundance of negative feedback and pointing out all the things he’s done wrong.

Likewise, when you cut your finger while cooking, you put a Band-Aid on your finger. You don’t cut off the finger. This is true with business communication too.

When you’re facilitating a meeting, you can ask the two people who are side talking to stop, or you can go third grade on them and ask, “Is there something you want to share with the rest of us?” Both methods will stop the behavior. But one embarrasses the side talkers a lot, the other only a little.

Likewise, when one of your coworkers takes credit for your work, you can give feedback and say, “I noticed you told Mike that you worked on that project, when we both know that you didn’t. Why did you do that?” Or you can skip the accusation and ask a question instead, saying, “I noticed you told Mike you worked on that project. Can I ask why you did that?” From there you can have a discussion, give feedback if you need to, and negotiate.

When your boss doesn’t make time to meet with you, rather than saying, “You don’t make time for me. That makes it hard for me to do my job and makes me feel unimportant.” Instead consider saying, “I know how busy you are. Your input is really important in helping me move forward with projects. How can we find 30 minutes a week to connect so I can get your input and stay on track?”

In each of the situations above, you’d be justified in calling the person out and giving negative feedback. And it might feel good in the moment. But being right doesn’t get you closer to what you want, and it can damage your workplace relationships.

Practice good business communication –say as little as you have to, to get what you want. If this method doesn’t work, then escalate, communicate more directly, and give feedback. The point is to get what you want, not to make the other person look bad. The better the ‘offender’ feels after the conversation, the more likely you are to get what you want in the future.


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