Have you ever made a mistake or been informed that an action you took was a mistake? How did you feel about the feedback or information? What did you do as a result of this feedback or information? Feedback is essential, it is even more important if the feedback is in regards to an error that was made. The challenge with feedback is to learn how to hear what is shared and to take the proper action.
Basic customer service instructs us that when something goes wrong we should use what I call the AAA technique. Acknowledge the problem; Apologize for the problem and then make amends to fix the problem. Using all of the AAA’s together is essential but while this may sound very simple, we can get hung up on any one of these three areas. Acknowledgement is challenging. For some issues, this may mean that you personally have to take ownership of what happened. Many times this also means that you are not given the opportunity to defend or explain why it happened. That is what makes acknowledgment so challenging. For example if you are a waiter or server in a fast food restaurant and an order is delayed, it is important to acknowledge the delay to your customer. The customer does not want to hear that someone else took their hamburger or that you their order was lost, they simply want you to acknowledge that it happened. If you are in construction and a railing or wall is not meeting or passing code. The inspector and company hiring you doesn’t care why it happened, even though the explanation may be logical, they do care that it happened and that it will be fixed.
So what makes this part of customer service so frustrating? It is usually because our job or career gives us personal identity and we take pride in what we do. So when a problem occurs, we feel a sense of ownership and a sense of disappointment for either being unable to prevent it or unable to explain in advance what was happening, thus perhaps preventing the customer from being displeased. So what can we do to decrease the frustration? We must see it as an opportunity to grow. We may grow because the person sharing genuinely cares. Remember 90% of customer complaints are a cry from a customer who wants to see the problem fixed, as they would like to remain a customer. So hear their feedback about the problem or mistake, understand why they are sharing, and identify how you will address a situation in the future for that customer or any other then move forward. Here is where we meet our challenges to grow. First we need to detach or give up our desire to explain our actions . It can take us quite a while to realize that those explanations are t just is not going to happen. Secondly, we have to find a way to cope with the lack of closure about the issue, since there is not an opportunity to explain our side. This leaves us with the burden of ownership and the sense of having unintentionally disappointed someone. Unfortunately, this can cause us to get stuck yet again, unless we have learned techniques to help us move forward, so that we don’t get bogged down in second-guessing ourselves. Personalities, professions, and our own personal baggage can affect how we move forward or how we can we become immobilized.
I have the pleasure of working with many wonderful people and I am always learning from them. I recently worked with a very large construction firm and had the pleasure of watching their President address problems when they occurred. This individual has a very dominating personality and is a quick thinker. For those of you familiar with the Myers Briggs this individual’s personality style would be most likely to be an Extrovert, Intuitor, Thinker, and Judging. I could see that he had resolved the problem and moved on to the solution, before the individual presenting the problem had even finished explaining the problem. There is something to be appreciated in that personality style and that is that they do not dwell on the problem nor do they dwell on the mistake, they identify it and move forward with very little baggage, but with lessons learned. The problem is when your personality style is the opposite areas such as an Introvert, Sensor, Feeler, and Perceiving. The Introvert dislikes conflicts or problems. The sensor has a need to get the details correct; being off on a measurement isn’t acceptable and is a flaw that they struggle to get beyond. The feeler doesn’t want to disappoint anyone and internalizes and dwells on perceived mistakes. The Perceiving personality struggles to make decisions for fear of making the wrong one, and making a mistake only reinforces their insecurity and lack of self-confidence.
So if we have a strong personality how do we help those who work with us decrease the stress that may be felt when mistakes occur. Reinforce positive satisfaction with the job that is being preformed. Attempt to understand that the person your giving feedback to may need time to share or to vent and allowing them to have a discussion with you can help them move forward faster and can improve their relationship with you. As a leader it is important to remember that there is more to life than what we need and want, if we are to grow those around us we need to work on our ability to demonstrate empathy with a variety or personalities.
How do we get through mistakes on our own. Give yourself a mental break. Step outside look down the block and count atleast 10 things in nature that you can see. Take a moment to appreciate the noises of nature, the wind and take a deep cleansing breath. During the day when the mistake creeps into your mind and you begin to beat yourself up or worse put yourself down because it happened, stop and realize it isn’t the first time that it has ever occurred. You have lived through problems or situations like this before and you will live through this event too. You will grow stronger as a person and as a professional. Mistakes will occur, whether made by accident or whether they are the result of a person’s perception of the situation. The biggest mistake we can make is to ignore the lesson that lies within the situation and to beat ourselves up over the past. We can’t undo yesterday, last week or last year, we can make today better and work to improve our tomorrows and our future. Dwelling on what has been prevents us from making what can be better.
Tuesday, January 12, 2010
Friday, January 08, 2010
Getting Where we Want to Be
Vol. I No. 6 2009
Getting Where We Want to Be
Do you know people or companies who just let life happen to them? They don’t take control of their life. Getting where we want to be rarely occurs by accident. Sure, we read about the lottery winners, or the very rare number of people in this world that seem to get to a destination because circumstances put them in the right place at the right time; But for most of us, our ability to arrive at the destination we are seeking occurs because we are willing to put forth effort. Even though getting where we want to be requires more work than having it handed over to us, the ability to appreciate and sustain what we accomplish is even greater. We do more than survive circumstances and events in life, we choose to strive and thrive. This results in determining our direction and destination instead of letting ourselves be victims of circumstance. Realizing we have choices in life also prevents us from becoming a victim, and instead making us more in control of our destiny. Life is easier when we realize that we have choices. True, we may not always like the choices available to us, but we do have choices, and knowing that we have choices prevents us from feeling trapped.
Maybe you can relate to a situation I was in many years ago. I held a high up supervisory position, was very competent, and had increased productivity and revenue in a brand new branch of the company. The corporate ladder expanded and I found myself no longer reporting to the CEO, but to a new manager who was unfamiliar to this industry and in my eyes out to make a name. Life at work went from being enjoyable to unbearable. As a single parent, I felt trapped. The issues became severe enough at one point that I realized that I could have filed a formal complaint, but fear prevented me from pursuing this option. Then I realized I could resign. I knew that would be my last choice, but the realization that I had a choice or choices was significant. I typed up a letter of resignation and placed it in the trunk of my car. I then looked at what I was allowing to happen to my job performance, my “I am fed up” attitude was going to ultimately reflect in my work and that would directly reflect on me, instead of my manager and that wasn’t what I wanted. So I decided to take a new direction and remove myself from being the victimized employee. I became determined to demonstrate my competence regardless of my manager and to make sure that I did such a good job, that if I were asked to leave, I would know I had given 100% to the job and that others would quickly miss the excellent work I did. My strategy paid off for me. While there were at least 3 occasions where I walked out to my car, opened the trunk, and picked up the resignation envelope, I knew I was the bigger person here and gave myself one more day to think it over. Ultimately, the manager went away, because the incompetence could only be hidden for so long.
Usually the reason we are trapped is because we have developed tunnel vision and no longer see the possibilities available to us. I have been working with companies and employees who are working to survive this new reality of change. Many people and companies are on change overload. This overload causes many people to freeze, which results in a lack of productivity, poor morale, and feelings of being a victim with a sense of hopelessness. In the end, only the doctors and therapists are doing well during poor economic times, or periods of excessive change. Companies and people who are keeping their heads above water, as the cliché goes, are companies that had solid strategic plans. They looked forward and determined what their goals were and identified steps that they needed to take in order to get there. Courses may have had to be readjusted, but they knew where they wanted to go and stayed true to their course.
So how do you get to where we want to go regardless of economic challenges? We set a course for where we want to go. A key part of the process is to take responsibility for determining your direction and avoiding becoming a victim of circumstance. This basic premise sounds so simple, yet people dismiss it without giving it a try. Then decide your direction, what actions will you take to reach that goal? What sacrifices will you make in order to meet the goal? Identify what you need to do to stay on track; clearly know the value of this goal. It is easy to get stuck and to wear blinders that cover our eyes and our ears preventing us from seeing that there are many options or possibilities available to us.
Identify where you want to be professionally, personally, financially? What needs to happen in order to move you in that direction? Be realistic and identify those things that you can control in your world. What do you need to do about your mental readjustment in order to move yourself in the direction that you want to go? What are you willing to do to go from stress to success? Start by having the end in mind - which in this case would be Success. This means moving to success versus starting from stress. We already know where we are and don’t need to focus anymore time and attention on our current position; instead we need to set a goal that will help to shape the plan or path we want to be on. This approach applies to everyday tasks like housecleaning, making dinner, getting dressed. You know what it is that you want; So you create a path for getting there and apply it to every aspect of your life.
WEBINARS and TELE-SEMINARS
Scheduled programs can be delivered directly to your organization or professional association. Call ((772) 461-8313 USA Eastern Standard Time or Contact us for availability and fee schedule.
Have to watch the budget but still need to have training that has value. Then let us provide a teleconference or webinar just for your dept or organization. Contact us today to set up a program that will benefit your company and employees. Our time is your time, time zones and shifts are no problems. Let us see what we can do to offer what you need.
********************
ARTICLES:
Have a custom article written for you association newsletter or trade magazine. Request reprint permission of an existing article.
********************
NEED A GREAT SPEAKER to get a convention going? Does your training a lift and positive energy? Then call today and book Cynthia Krosky or her staff. Let us be your resources to help you grow. Call us at (772) 461-8313 USA Eastern Standard time. Do you know someone who could benefit from leadership or team-building programs then forward this to them! We are looking forward to serving you!
*****************
Cynthia is a CSP, Certified Speaking Professional, the highest earned designation in the International Federation of Professional Speaker and the National Speakers Association. Of 4000 members, less than 200 women hold this designation. Seeking a professional for your next convention keynote or other programs, call us at (772) 461-8313 USA Eastern Standard Time
Getting Where We Want to Be
Do you know people or companies who just let life happen to them? They don’t take control of their life. Getting where we want to be rarely occurs by accident. Sure, we read about the lottery winners, or the very rare number of people in this world that seem to get to a destination because circumstances put them in the right place at the right time; But for most of us, our ability to arrive at the destination we are seeking occurs because we are willing to put forth effort. Even though getting where we want to be requires more work than having it handed over to us, the ability to appreciate and sustain what we accomplish is even greater. We do more than survive circumstances and events in life, we choose to strive and thrive. This results in determining our direction and destination instead of letting ourselves be victims of circumstance. Realizing we have choices in life also prevents us from becoming a victim, and instead making us more in control of our destiny. Life is easier when we realize that we have choices. True, we may not always like the choices available to us, but we do have choices, and knowing that we have choices prevents us from feeling trapped.
Maybe you can relate to a situation I was in many years ago. I held a high up supervisory position, was very competent, and had increased productivity and revenue in a brand new branch of the company. The corporate ladder expanded and I found myself no longer reporting to the CEO, but to a new manager who was unfamiliar to this industry and in my eyes out to make a name. Life at work went from being enjoyable to unbearable. As a single parent, I felt trapped. The issues became severe enough at one point that I realized that I could have filed a formal complaint, but fear prevented me from pursuing this option. Then I realized I could resign. I knew that would be my last choice, but the realization that I had a choice or choices was significant. I typed up a letter of resignation and placed it in the trunk of my car. I then looked at what I was allowing to happen to my job performance, my “I am fed up” attitude was going to ultimately reflect in my work and that would directly reflect on me, instead of my manager and that wasn’t what I wanted. So I decided to take a new direction and remove myself from being the victimized employee. I became determined to demonstrate my competence regardless of my manager and to make sure that I did such a good job, that if I were asked to leave, I would know I had given 100% to the job and that others would quickly miss the excellent work I did. My strategy paid off for me. While there were at least 3 occasions where I walked out to my car, opened the trunk, and picked up the resignation envelope, I knew I was the bigger person here and gave myself one more day to think it over. Ultimately, the manager went away, because the incompetence could only be hidden for so long.
Usually the reason we are trapped is because we have developed tunnel vision and no longer see the possibilities available to us. I have been working with companies and employees who are working to survive this new reality of change. Many people and companies are on change overload. This overload causes many people to freeze, which results in a lack of productivity, poor morale, and feelings of being a victim with a sense of hopelessness. In the end, only the doctors and therapists are doing well during poor economic times, or periods of excessive change. Companies and people who are keeping their heads above water, as the cliché goes, are companies that had solid strategic plans. They looked forward and determined what their goals were and identified steps that they needed to take in order to get there. Courses may have had to be readjusted, but they knew where they wanted to go and stayed true to their course.
So how do you get to where we want to go regardless of economic challenges? We set a course for where we want to go. A key part of the process is to take responsibility for determining your direction and avoiding becoming a victim of circumstance. This basic premise sounds so simple, yet people dismiss it without giving it a try. Then decide your direction, what actions will you take to reach that goal? What sacrifices will you make in order to meet the goal? Identify what you need to do to stay on track; clearly know the value of this goal. It is easy to get stuck and to wear blinders that cover our eyes and our ears preventing us from seeing that there are many options or possibilities available to us.
Identify where you want to be professionally, personally, financially? What needs to happen in order to move you in that direction? Be realistic and identify those things that you can control in your world. What do you need to do about your mental readjustment in order to move yourself in the direction that you want to go? What are you willing to do to go from stress to success? Start by having the end in mind - which in this case would be Success. This means moving to success versus starting from stress. We already know where we are and don’t need to focus anymore time and attention on our current position; instead we need to set a goal that will help to shape the plan or path we want to be on. This approach applies to everyday tasks like housecleaning, making dinner, getting dressed. You know what it is that you want; So you create a path for getting there and apply it to every aspect of your life.
WEBINARS and TELE-SEMINARS
Scheduled programs can be delivered directly to your organization or professional association. Call ((772) 461-8313 USA Eastern Standard Time or Contact us for availability and fee schedule.
Have to watch the budget but still need to have training that has value. Then let us provide a teleconference or webinar just for your dept or organization. Contact us today to set up a program that will benefit your company and employees. Our time is your time, time zones and shifts are no problems. Let us see what we can do to offer what you need.
********************
ARTICLES:
Have a custom article written for you association newsletter or trade magazine. Request reprint permission of an existing article.
********************
NEED A GREAT SPEAKER to get a convention going? Does your training a lift and positive energy? Then call today and book Cynthia Krosky or her staff. Let us be your resources to help you grow. Call us at (772) 461-8313 USA Eastern Standard time. Do you know someone who could benefit from leadership or team-building programs then forward this to them! We are looking forward to serving you!
*****************
Cynthia is a CSP, Certified Speaking Professional, the highest earned designation in the International Federation of Professional Speaker and the National Speakers Association. Of 4000 members, less than 200 women hold this designation. Seeking a professional for your next convention keynote or other programs, call us at (772) 461-8313 USA Eastern Standard Time
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