Feeling in control actually improves accountability and happiness.
That sounds good!
What are you in control of?
Today when you answer a call, make note of what's in your control and what's not.
Try focusing on what's in your control, and see if that makes you sit just a little taller.
Depending on the type of business you are in, things are either really busy and the phones are ringing non-stop, or it's a slow time and many of your co-workers are taking holiday time off.
Either way, you probably could use a reason to get out of the chair more. Let's lunge. No, wait, don't lunge to reach that box of cookies, lunge for movement.
Why? Moving improves your cirulation, your breathing and your mood.
How? Click here to see how to lunge in the office and in a skirt I might add.
Lunge now, snack later.
On another note: Would you like to get WARD CERTIFIED? Now you can, click here to learn more.
Was this you this morning?
Chances are you're feeling a little sluggish today yet your job is to sound upbeat, professional, and caring.
This is the perfect day for the Swivel and Answer and this is how it works...
When you hear the phone ring, swivel your chair to the left, then back to center, then answer.
Next time the phone rings, swivel your chair to the right, then back to center, then answer.
Do you sense a pattern? Keep it up. Keep on swiveling and not only will be you able to button your pants again, you'll also sound more energetic on the phone.
At Ward Certified, we're grateful for elastic pants!
Happy Monday.
You are busy, but you shouldn’t sound busy.
If you slow down and don’t interrupt your caller, they will feel heard, cared for and like you better.
Wow, that’s quite a promise, you say?
But it’s true. When you fully listen to your caller and act as if they are the most important person in your world (right now), they can feel it.
Tips:
Choose to speak at a slower pace to indicate you have time for them. Need help? Say this tongue twister, “Around the rugged rocks the ragged rascals ran.” That’s the pace, and nice job with the enunciation!
Choose not to interrupt. Snap a rubber band on your wrist as a reminder to let them finish their sentence… completely. Resist the urge to help them along. Just listen.
You know that feeling you get when you help someone? When they say ‘thank you’ and you know you earned it? Ya, that feels good and these techniques will help you experience that more often.
If you've ever wanted to get yourself Ward Certified™, now is the time. Click here to learn more.
Have you been doing your hourly squats? Yes? Excellent.
You’ve now graduated to the Elbow Tap:
Sit back down. How do you feel?
Turns out, cross-lateral movements (those in which arms and legs cross over from one side of the body to the other) “unstick” the brain and energize learning.
The left side of the brain controls the right side of the body, and the right side of the brain controls the left side. Both sides are forced to communicate when arms and legs cross over.
Cool huh?
Thanks for the tip, Dr. Paula Berardinelli!
My dunkin' donut habit/math problem from last weeks' E-Couragement inspired some conversation, so let's continue.
The moral of the DD story was to be curious vs. being right. When we think we are right, we don't listen very well, in fact, instead of listening, we're waiting to speak.
When we're curious we focus fully on the caller's request.
But what do you do when you don't know? Find out.
What do you say? "I'd be happy to look into that and get back to you by 4 pm today."
Why does that work?
- you're expressing your desire to help
- you're letting them know that you will take action
- you are managing expectations by setting a specific timeframe
And in case you are wondering, it's 3 cups of strong, black coffee a day. Thank goodness new research shows this to be a good habit!
How much Dunkin’ Donuts coffee does Ann drink a year?
- Do you know?
- Would you like try to figure it out or guess?
Your answer should be: “I don’t know” but most people are uncomfortable saying those words.
We like to be smart, have answers, and be an expert. This is helpful when we are solving problems, but not when we are listening. When you are listening, it’s better to be curious and open.
At the beginning of your next call, aim to be curious not right.
Try this simple chant as you greet your caller: “I wonder who it is? I wonder what they need?”
Give it a whirl and let me know how it works for you. I’m curious and probably drinking a dunkin'.
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC