News from HQ

Most managers who attend our Customer Service workshops ask for help to keep the learning alive. I created Coaching Catch-ups to help you help them- and to help your customers have better days.

I’ve written, re-written, proofed (well, not always) hundreds of these quick reminder emails and based on comments, you’re reading them and using them. Thank you!

Time to pivot.

I’m now focusing solely on helping people present their ideas online and on stage.

If you’re working on your presentation skills or an upcoming presentation, sign up to learn about coaching options.

If your team is preparing for an event, conference, or even QBR’s, ask me about group coaching or a webinar.

If you need a little help and have a specific concern, go to the Crowd Pleasers tab and search for the thing you’d like help with.

Thank you for reading and to those of you who sent reactions over the years, thanks for replying.

Now more than ever it’s important to Smile. Breathe. Rock On!
Ann

Rebuilding Trust

We’re all a little shaken, it’s time to rebuild trust. But how?

Start by sharing success stories and give employees the opportunity to shine.

Other tips for earning trust:

• Share the vision (and any changes that arise) with your team.

• Give as clear directions as possible.

• Share your own stories of both success and failure- that’s learning!

• Ask them what they want or need in order to succeed.

Don’t forget: You have to give trust to earn trust.

Ai is Ok

AI has the potential to do so much that it can be hard to know how your company should use the technology.

To start building an AI strategy, try a few pilot projects. Your goal should only partly be to create value; more important is showing stakeholders why investing in AI is worthwhile.

Choose two to three projects to increase the odds of having at least one big win, and make sure they can be done relatively quickly — within six to 12 months. The projects should be specific to your company and shouldn’t be too trivial or too ambitious. If possible, tie them to ongoing initiatives, which will make their results easier for stakeholders to understand.

Most AI projects create value in one of three ways:

1. They reduce costs,

2. Increase revenue, or

3. Launch new lines of business.

Focus yours on at least one of these goals. And if you’re still building up your company’s AI team, consider working with external partners to get the expertise the projects need.

How have you implemented new technology?

From friend to boss

As roles shift, you might find yourself in an awkward situation. If you’re suddenly managing your office friend, it’s time for a mental reboot:

• Establish expectations for how you will run things in your new position.

• Clarify that all team members will have to follow the same expectations.

• Avoid what can come across as favoritism by not gossiping with that friend about things other team members are privy to hear.

• Find a confidant in a similar position to you that will understand your situation and be useful during the transition period.

The situation may be out of your control, but your response is not.

Managers, Know When to Stop Talking and Start Listening

As a manager, you probably have to talk a lot. You want people to have the guidance and direction they need, especially when working remotely, and there are plenty of situations where you need to speak your mind. But at some point, talking a lot can turn into over-communicating. You can end up dominating conversations, which means employees’ perspectives aren’t being heard. To make sure you aren’t talking too much, listen as much as you speak.

How it’s done:

When someone raises a question in a meeting, invite others to weigh in before you. In fact, don’t contribute your thoughts until several other people have offered theirs. That way everyone is included and feels that their input is valued. You can also schedule regular one-on-one sessions with your team members to encourage open communication.

Ask employees about their wants, needs, and concerns — and then hush. You may be surprised how much you learn when you’re saying nothing.

I know what you're thinking...

Do you? Probably not. And guess what? Your team doesn’t know either. Especially if they’re #workingfromhome.

Help your team in any situation by adding clarity. When you communicate a task, be sure you share the answers to these questions:

What: Define the task

Who: Who will be viewing, reviewing, using, and implementing the information?

How: What’s the process for completing the task?

Why: What is the reason for this task?

Not everyone needs all of these questions answered, but each person needs one of these answered.

Covering them all covers all your bases.

You're the boss, not the boogeyman

It’s intimidating being around the Grand Fromage. It’s not you - it’s your VIP status, AKA your title and position.

You’re not supposed to be their BFF but leading with fear isn’t the goal either.  Let’s find a happy medium.

1.     Try the original face time. When you check-in, don’t always talk shop. Make this a regular occurence.

2.     Show up virtually.  Add your face to your next team call.  Try Zoom, Webex, or Skype.

3.     Listen actively. Give your team members your full focus when they talk.  Attention is validating.  

Need more help with your role as a manager? We’ve got a workshop for that or for more personalized help, book Ann for a coaching session.