Change Management: Why Transformation Efforts Fail

Some change management models have more steps – some have fewer. In all honesty, no matter if you call it restructuring, total quality management, cultural change or any other name, if the majority (70%-80%), of your senior leadership team AND your employees do not share a vision and are excited by the prospects, your change management goals will be at serious risk.

Whether you are working on how to include working from home into your hybrid workspaces or looking to bring a new Supply Chain Solution into your workspace, your process and how you approach change does matter.

Your process matters because it will be the path everyone shares. But what model should you choose? There is nothing wrong with many of the models out there like Kotter’s eight stage or McKinsey’s seven stage models. Your choice should work IF their steps are diligently completed. That said, I do like the simplicity of the ADKAR model. I also like how each of step of the ADKAR model unmistakably embraces the recognition that people and a commitment to a shared vision are at the centre of change – especially step number three. Too often I see too much focus on process and policy and far too little on approaching your employees and taking the time to discuss the benefits of change and explore options with the people change will have the greatest impact on.

The ADKAR Model:

1. Awareness of the need for change

2. Desire to participate and support the change

3. Knowledge of how to change

4. Ability to implement desired skills and behaviours

5. Reinforcement to sustain the change

So, if you are wondering why transformation efforts fail and how you can avoid them, I recommend that early on you take a deep breath and patiently include everyone in discussions as you explore all the important questions and opportunities that arise as you work through each of ADKAR’s five steps. What are the important questions and opportunities that will arise? I suggest nobody can tell you until you begin including your greatest assets – your people.

Thank you for spending time with me today and exploring our quick article about Why Transformation Efforts Fail. I hope this has helped guide you through your Change Management journey.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• The What, Why and How of Vulnerable Leadership

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

Millennials Are Today’s Leaders. What Is In Our Future?

Not too long ago whenever I delivered a Generational Differences training workshop, I shared a slide that read, “Millennials Are Our Future Leaders.” But times have changed and now that slide reads “Millennials Are Today’s Leaders”.

This ongoing generational shift at our leadership levels – the C-Suite – the levels of a company that for a large part ensures the company stays focused on its vision, mission, values, and policies is what I want to talk with you about. I’d also like to talk about what Millennials  (and some Gen Z’s) are doing differently as leaders and how we can all support – and benefit from this important – monumental change.

Times Have Changed / Are Changing

Throughout my career I’ve thoroughly enjoyed working with Millennials and now Gen Z’s. I’ve found their positive attitude, creativity, willingness to pitch in and desire to share unique ideas and perspectives refreshing. I’ve also felt that many of them were getting a bad rap by their Boomer and Gen X bosses who thought they were entitled and lazy. And sure, some Millennials are entitled and lazy, but I know a lot of Boomers and Gen Xers who also fit that bill.

There are a few other things I found was often true about Millennials. They don’t want to be bored and they want to have an opportunity to share their opinion – to contribute. They are often uncomfortable / unwilling to sit around for two years doing the same routine work to “pay their dues”. What is the source of all this impatience? For most Millennials, their Boomer parents (isn’t that ironic), taught them as children to ask “Why?” if they were curious. Boomer parents also often encouraged them to go after their dreams if they wanted something and to not listen to people who might tell them they don’t deserve it.

But all that is history, right? What is the impact Millennials are having now that they are moving into leadership roles? This is a great question.

Because Millennials are today’s leaders, they are having an important influence on corporate cultures. Millennials often bring a fresh, more casual perspective to our workspaces. And perhaps more lately than I’ve ever seen, Millennials feel comfortable with flat organizational structures. But don’t let their casual exterior fool you – they are very focused on being productive, successful, and proud of their work. A Deloitte study found that 62 percent of Millennials say work is part of their identity. And because Millennials are community driven, most of them (there are always exceptions) are very comfortable sharing that pride and success with their team.

If Millennials have handicaps (don’t we all), one of their big ones is that they often need to unlearn many of the leadership skills they saw (and learned by accident), as they were growing up. Yes, even though they resist that style of leadership, there are learned biases they must unlearn like hierarchy, silos, the need to try to control, the need to try to know everything. With the support of mentors, coaches, and teachers / trainers, they are learning how to be leaders who are focused on traditional leadership qualities like results and accountability while also learning it’s OK to embrace softer-skills and encourage people… including themselves… to be their whole, unique, vulnerable, compassionate, forgiving, learning, evolving selves at work.  Hurray!

But let’s get back to how Millennials (and Gen Z) are changing leadership. To do that lets start by looking at some of the baseline / general profile characteristics that have always been part of the Millennial profile are still there. For example, they want to:

1. Feel their unique experience and abilities have value – are respected.

2. Feel their unique experience and abilities have impact – make a difference.

3. Contribute to a conversation.

4. Feel safe – respect each other’s individuality.

5. Collaborate, be mentored, mentor others, and still have opportunities for autonomy.

6. Be recognized for their contribution.

7. Learn new skills – embrace continuous learning (a Growth Mindset).

8. Enjoy work-life balance… which now includes some work-remote opportunities.

9. Be friends / friendly with the people they work with (enjoy approachability).

I really respect this list. These characteristics all leads to a wonderful mix I’ve seen in action. I’ve noticed first-hand that in team meetings decisions are more thoughtful and impactful and buy-in / follow-through is so much better when everyone has an opportunity to share their ideas and perspectives. And this also has a big impact on building long-term trust for both the individuals and team.

What Is In Our Future?

Workplace evolution (change) is only going to speed up and this includes options on how we all work and communicate. Workplace acceleration is going to continue to shine a very bright spotlight on the importance of excellent communication… for everyone. As work continues to speed up, timing and accuracy will become even more critical, especially as more and more of us work in a remote or hybrid environment (and hybrid is not going away). We are going to have to intentionally, mindfully take some opportunities to slow down. And when we slow down we are going to have to be thinking about:

1. Why we communicate. Pausing for a moment to fully grasp what our goal is and what needs to happen to move our goal forward should be easy first step. But, it’s amazing how many time we write an email (for example) and as soon as we hit send we notice we have something more to say or something else we need.

2. How and when we communicate. We now have many options on how we communicate – everything from the old-fashioned ways of being in-person or using the telephone, to using countless software apps to message, video call, email or update a shared file. These choices are a challenge because not only are there many ways to share information or get updates… even in the same company, but ideally, we should all be using these ever-changing tools in the same way, store information in the same way and adopt the seemingly never-ending upgrades and new functions in the same way.

Getting back to something I mentioned early in this article, Millennials (and Gen Z) want to feel like they are being heard, having input, making a difference, and being recognized. In short, they want to be acknowledged. And really, don’t we all? I have yet to meet a Boomer or Gen Xer who doesn’t want the opportunity to share a good idea they have or be recognized for a job well-done.

I know successful Millennial leaders who’ve figuring this team culture thing out for themselves. They know their actions are more important than what they say. So, not only do they share the importance of community, responsibility, and values (for example), they demonstrate these qualities every chance they have. They talk about community, responsibility, and values when they are sending group communication to their team, they share community, responsibility, and values in meetings, and they demonstrate them when one employee is going through a difficult personal time and may need a few days off. But these Millennials also demonstrate hard work, taking charge and being responsible. They encourage everyone to do their best, give their teams opportunities to shine, and give them recognition when they do great work and work as a team – especially when they work to break down silos.

The successful Millennial leaders have also figured out that when there is a quiet person in the meeting, that this is their time to shine as a leader and to gently engage the quiet person by perhaps going around the table (or screen) and asking everyone a final open-ended question. For example, ask:

• What do they see as the greatest opportunity?

• What they see is the most important milestone / requirement for the project or the team to succeed?

• What are they most excited about in relation to the overall project, or perhaps how the team is working together?

• How do they see the project – or a decision that was made – meet the strategic goals or the values of the team / company?

The difference for Millennials and Gen Z from many of their Gen X senior coworkers and any Boomers is that if Millennials and Gen Z’s don’t feel they are part of a shared, supportive corporate culture – or able to build one, they are likely already looking for that culture somewhere else.

In closing, let’s not forget that we humble humans are social animals… well most of us are. If your work requires any sort of teamwork / collaboration, creativity, problem (or opportunity) solving, learning or development, take every opportunity to be face-to-face with the people you work with. If you are not in the same city and/or your hybrid workspace means frequent video calls, turn your camera on – let people see you. Seeing someone nod their head in agreement with you even when you are sharing an idea in a virtual meeting can do wonders to building trust.

If you are a leader – or hope to be a leader in the future, my recommendation is to start right now to find ways to build trustworthy relationships with the people around you – from family to friends to co-workers.

Conclusion

As I end this article, I want to like to give a shout-out to our wonderful Gen X leaders and coworkers. I will gladly say Gen Xers have been the lonesome heroes in our workspaces for the last 20-years. They’ve had to put up with a lot. First, they were promised that when Boomers retired at 55-years old (does anyone remember the commercials for Freedom 55?) that they would have their pick of exceptional opportunities. And then, a few recessions, market downturns and global instability arrived and Boomers seemed to never leave.

But I believe that Generation Xers have quietly been holding things together. Sandwiched between Boomers and Millennials, Generation Xers are able to bridge the gap. And Generation Xers whole existence as adults in the workforce has been one of constant change.

Thank you for spending time with me today and reading ‘Millennials Are Today’s Leaders. What Is In Our Future?’.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• The What, Why and How of Vulnerable Leadership

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

The What, Why and How of Vulnerable Leadership

Researcher, speaker, New York Times bestseller Brené Brown is an expert on vulnerable leadership and the importance for us all to have courage, put ourselves out there and show more emotion. She – and others I’ll mention throughout this article write and speak about how vulnerability and building a culture of creativity, trust, and collaboration is important for organizations, leaders and of course employees to be successful and engaged.

Let’s start this discussion by exploring what vulnerability is. Vulnerability may look different for each of us. It depends on our personalities, our upbringing, our experiences and so much more. For some, vulnerability can mean fearing not always having the answers. It can mean searching for the courage to ask others for help. We can also feel vulnerable when we [should] say, “I was wrong” or “I made a mistake.” And I bet all of us have felt vulnerable when we’ve entered a room and discovered we don’t know anyone and/or don’t see anyone who looks like us.

So yes, there are many ways to feel vulnerable. At this point, as a leader you may be thinking, “If you want to see vulnerable – ask me to add this to my plate. How can I possibly find time in my already far too long To Do list to add one more thing – especially the idea of vulnerability?” And yet you still want to be the best leader you can be for yourself and your team. This is what makes you a terrific leader, even if you don’t [yet] have a formal position as a leader. So, what I suggest is that as you take a few minutes to read this article, ask yourself, “Is there one small step I can take?” And as you do this I invite you to think of vulnerability from a position leadership strength, not a weakness; an example of positivity and opportunity.

Now that we have a shared the idea to see vulnerability as a strength, let me outline two more important areas we will explore in the next few minutes:

1. The positive attributes of vulnerability.

2. How to build a culture that is safe and where everyone can be vulnerable.

The power of vulnerability in leadership. How great leaders see vulnerability as a strength, not a weakness.

You and I both know that leaders don’t have all the answers.

Success in today’s high tech, fast paced economy requires creativity and innovation at all levels of the organization. It also requires alignment across the team on our shared vision, mission and values (which I recommend be fine-tuned every year). For creativity and innovation to exist, every team and every company must work together towards creating a culture where people feel welcome to be themselves and show their emotions to their team, coworkers, clients, and suppliers. This doesn’t happen by accident.

When we believe we can be authentic at work, we are able to help build inspired solutions that will make us all proud and successful. The best leaders aren’t afraid to be vulnerable. Leaders who see vulnerability as a strength are able to build teams who are willing to dare greatly as Brené Brown might say. By embracing vulnerability, leaders create an environment that nurtures trust, opens channels of communication and listens to new ideas – from everyone. This is where a leader’s real strength can flourish as they help others collaborate and share their expertise.

In contrast, when leaders try to be all knowing and all-powerful they are not protecting themselves. Instead, they are putting their longer-term success at risk as well as the future success of their team.

How to build a culture that is safe and where everyone can be vulnerable?

From Brené Brown to perhaps the leading expert on Emotional Intelligence Dr. Daniel Goleman, to motivational speaker and author Simon Sinek to Canadian author focused on transformational leadership, social collaboration, and communication Celine Schillinger, they all agree great leaders create an environment of respect, safety, and curiosity that teams trust.

The power of vulnerability in leadership cannot be overstated. And while this all sounds amazing, you and I have years of pre-programing within our communities / cultures that has told us that vulnerability means weakness. It will take effort for you to unlearn some of our less helpful biases and past lessons and decide to forge a new path that sees vulnerability and showing emotion as strengths and opportunities. It’s time to embrace new ideas and new voices that will create relevant, timely and collaborative solutions that also help us feel engaged and proud.

To build a culture where everyone can be vulnerable, everyone on the team must be certain they are allowed to be creative and to start sentences with the words, “What if we were to…” as they begin to share inspired, improvised, half-baked ideas. Here are a few examples how you can start building a culture of trust.

1. Get to know each other.  You don’t have to become best friends, but start seeing people as more than a j.o.b. Explore what you have in common. Do you have pets, a summer cottage, traveled through Greece? Knowing someone is a good way [not a guaranteed way] to begin trusting someone.

2. Set an example when you are not doing well… when you are struggling. For example, if you are exhausted, frustrated or stressed, it’s fair to send someone else to a meeting on your behalf because you need some down-time. Delegating has the bonus of letting that person know you trust their ability to stand-in for you. Another example is asking for help if you are struggling with a task. In this example you are proving that asking for help is not only OK, but expected. And the bonus here is that it may give a junior employee a feeling of pride to be able to mentor you.

3. If you see someone else feeling vulnerable or attacked, help them! They may not feel they can stand up for themselves so do it for them. This demonstrates you are paying attention and that you care. And the people who see you do this will know it is OK to stand up for someone else as well.

4. Always stand up for the organizational values. As I shared earlier, your organizational values must be respected by all. And everyone in leadership positions must set the example. If leaders ignore shared values, they are telling others it’s OK for them to ignore them as well and that this jeopardizes team alignment, efficiencies and so much more – including perhaps the importance of building / honoring respect and trust.

“Leadership is not about being in charge. It's about taking care of those in your charge.” Simon Sinek

And while leaders must set the intention, it is all of our responsibility to build a trusting, vulnerable, safe workspace. The following are guideline examples for you to consider and expand upon:

1. Cultivate openness where everyone knows that when they share ideas, observations and opinions that they will be heard and valued.

2. Know that it’s unacceptable to not listen to others (and to learn).

3. Never joke, tease or gossip about someone elses expense. Everyone must know there is no risk of being made to feel stupid or embarrassed.

4. Acknowledge that leaders likely have insight into broader goals and have greater decision-making responsibility and therefore may make decisions we don’t fully understand or agree to… but must support.

5. Know our worth is not placed on whether our ideas are accepted.

6. Know that we all make mistakes, and we will use them as an opportunity to learn, not an opportunity to judge, accuse or demonize us.

7. Know that while we share our ideas, we must also know they may not be fully adopted but may spark other ideas.

8. Agree that if we have an idea or suggestion that is out of scope of the immediate topic under discussion that it might be best to arrange a smaller one-on-one meeting with our leader or one of our co-workers and start a discussion there. Staying on-topic during a meeting is also important.

All this to say, you can achieve honest, respectful relationships with your whole team when you agree to how you will treat each other. When team members can be vulnerable with each other, creativity and innovation are enhanced,.

Share Without Oversharing

Privacy and boundaries still exists in a vulnerable culture.

Questions many leaders ask themselves when practicing vulnerability is, “How do I embrace vulnerability without overdoing it and oversharing to the point of making someone uncomfortable — regardless of any positive intentions?”

A team that fully embraces vulnerability must also have an open discussion and shared agreement / recognition that we are all individuals with our own sensitivities and personalities. We must respect that someone may feel uncomfortable or vulnerable even though we don’t. It’s also true that some things are private – not everything about us needs be shared at work. The vulnerability we share at work doesn’t have to be the same vulnerability we share with our family or partner.

My suggestion is that if you are concerned you are oversharing or if you are worried your idea may trigger a sensitivity for someone on your team, this may be the perfect time to share the idea in a closed, one-on-one meeting with your superior. And if you are a leader who has already navigated this, I thank you for having your empathy and edit features turned on. Well done!

One last thing before I close. If you are wondering, “What if Bruce hasn’t done the task he said he would or is not being a team player. Shouldn’t I bring that forward?” To this, I say absolutely – but is that about creativity and a new idea or is that about Bruce putting the team and project in jeopardy? To me it sounds like the latter which suggests it is a conversation you should bring up with your leader or one of your co-workers in a private meeting – Bruce should not be made to feel vulnerable in that situation. Remember, for vulnerability to become a positive in your team it must be supported by trust and respect.

Conclusion

It is time for vulnerability to be part of our workplace culture; to show our emotions to our team and coworkers, our clients and suppliers. In recent years vulnerability for leaders and their teammates of all genders and generations has grown to become culturally acceptable, welcomed and even encouraged. Millennials and Gen Z especially are more comfortable asking for time to manage caregiver and mental health concerns. And lets face it, Millennials and Gen Z are now the dominant populations in our workforce.

If you’ve studied ‘Courageous Leadership’ and have been thinking of it as you read this article, that makes sense to me. Like courageous leadership, being a leader who begins developing a culture of vulnerability often starts with one or two small acts of courage. You can be certain that the best leaders aren’t afraid to be vulnerable. As you evolve down this path, and I imagine from time to time feel outside your comfort zone, I do hope you take pride in the steps you take, how you’ve evolved – grown during the process and how you now know you’ve have supported courageous leadership in your own way.

“Daring leaders work to make sure people can be themselves and feel a sense of belonging.” Brené Brown

When courageous leaders begin to demonstrate vulnerability and trust in their team, something truly special happens. I invite you to build a culture of collaboration, creativity and high employee engagement. 

Leadership is a journey, not a destination.

Thank you for spending time with me today and reading ‘The What, Why and How of Vulnerable Leadership’.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

Disagree With Respect At Work: Part II

When you and I approach a problem and disagree with respect, it’s an opportunity for us to work as a productive team, to be creative, and build stronger relations as we build trust, loyalty, and pride in our outcomes.

In my previous article called Disagree With Respect At Work: Part I, I discuss three critical building blocks of a culture (at work or at home), where we can safely and respectfully explore different points of view. ‘Rules of Engagement’ is one of the three building blocks I discuss in Part I. With those Rules of Engagement we are able to be part of a culture – a workspace or family – where everyone can trust they will be safe and supported and therefore able to be their whole, honest, true self with all of their passion, creativity and flaws. 

As I wrote in Part I, especially when stakes are high, there is more to having successful, respectful difficult conversations than only those three critical building blocks. So, here is Part II where I share three more that we can all use to help us have successful difficult conversations and be able to disagree with respect at work, with family and even with strangers. These three additional approaches are:

1. Be Intentional About Time and Place

2. Have Conversations In-person, By Phone or By Video

3. Share Stories Instead of Assigning Blame

Lets dive right in.

Be Intentional About Time and Place

Even when we are in a trusting culture there will always be a level of anxiousness when we disagree. Simply by its nature, disagreement makes most of us feel vulnerable. But it’s important we do our best to create a time and place where everyone feels safe, respected and not rushed. Let me share three less than ideal examples:

• It’s not a good time or place to disagree with your boss while they are giving a project update to their boss. Doing this will immediately damage your reputation and destroy trust. This would also signal you are not a team player – and likely a half-dozen other unfavourable characteristics. This may also damage your bosses reputation as a leader.

• It’s not a good time to raise a disagreement with your co-worker when they are working hard to meet a different important end-of-day deadline and they also have to pick up their 6-year-old from daycare before it closes. In this example you are adding a stressful moment when they have to push back on your request and begin negotiating a better time.

• It’s not a good time or place to disagree with your partner in front of your child and their new boyfriend about how late they can stay out.

I bet that even as you read these examples, you felt – actually felt – these were not good times or places. These situations risk unwelcome feelings like surprise, humiliation, frustration, embarrassment, and more. I think we can all imagine many different other times or places for each of these examples where we could have disagreed with respect.

Have Conversations In-person, By Phone Or By Video

It’s near impossible for you and I to feel empathy and caring from an email or text message. In fact, we are more likely to feel the opposite. So, while sending an email or text message may feel ‘safe’ for you, please avoid disagreeing in writing. To disagree with respect I strongly encourage you to try to have these conversations in person… and if not in-person, try to hear each other’s voice. A happy middle-ground is a video conversation where everyone is on-camera (no blank screens). 

This isn’t conjecture. Studies back-up this best-practice. Professor Julia Schroeder at UC Berkley and her colleagues say, “Listening to someone’s voice is humanizing as they make a contradictory or controversial argument. It makes it easier to engage with what that person has to say.” When a person feels empathy or genuine curiosity, it goes a long way to feeling respected.

So, when you disagree, know that a 5-minute face to face conversation can have far greater impact than the email you spend 20, 30 or perhaps even 60-minutes writing. If it is important to have a physical record, go ahead and write a brief email after you have had the in-person, phone or video call.

Share Stories Instead Of Assigning Blame

Facts are important. Stories make a situation real.

We know sharing disagreement in person, by phone or by video call engages our empathy. Sharing stories takes our ability to disagree with respect to a whole other level. Stories also builds connection between people and events which supports greater trust and understanding. Stories also make the situation far more memorable.

To disagree with respect at work, your stories should get to the point quickly. Don’t let your stories drag on. In my Difficult Conversation Training Workshops I encourage participants to consider starting their story by answering ‘Why’ the conversation is important at the beginning before they share ‘What happened’.  Talking about ‘Why’ first does two things. First, it helps the other person (or people) feel safe and want to listen; to not put their defences up. Second, stories help them care and be curious. For example, consider the difference in being on the receiving end of the following two options with the second starting with ‘Why a conversation is important’ and the first and second examples being more inclined to immediately put Tom on the defensive:

1. Bad Example: “Tom, you talk over me in meetings and when you do, this makes me feel undervalued. I want you to stop.”

2. Bad, But Better Example: “Tom, you talk over me in meetings and when you do, this makes me feel undervalued. I want to discuss this with you because I want us to have creative conversations and a respectful work relationship.”

3. Ideal Example: “Tom, I have something important I’d like to share with you because I want us to have creative conversations and a respectful work relationship. When you talk over me in meetings it makes me feel undervalued. I’d like to work with you to find ways we could work together better.”

In the first example, the main goal isn’t to have Tom stop talking over them; it actually feels like the main goal is to assign blame. The second example is better, but still has the chance to immediately trigger Tom into being defensive. The third example has the greatest chance help Tom to stay engaged and curious and trust us (note I said help). If we can help Tom keep his defences down, he’ll be more likely to want to participate in this conversation. Only then can we have a productive, non-threatening conversation.

One last thing about trust. Whether someone trusts us depends on largely on our history with them and others. Are we known to be a good listener who is respectful, patient and curious… or do we have a reputation as a blunt… ‘If you don’t like it, too bad’ type of person?

What If You Are Surprised And Not Expecting It? (BONUS POINT)

The examples I’ve given are all about you and I starting the difficult conversation. But what if you are surprised? Can you still disagree with respect? You may be asking:

• “How do I act when someone comes to me – unexpectedly – to talk about a challenge or disagreement they have?”

• “What do I do when I’m working to a deadline and can’t be interrupted”

• “How can I turn things around when I receive an email that is clearly involves a difference of opinion, disagreement and I feel is both rude and abrupt?

Great questions! I believe everyone deserves the same kindness and respect no matter who you are or what you do. My quick answers to these three questions are:

• If you are feeling surprised and a bit off-balance by a difficult conversation or disagreement then it’s fair to ask for some time to prepare or at least a few moments to gather your thoughts. Even court trials have 15-minute recesses from time to time.

• Unless timing is urgent, if someone approaches you and wants to discuss something, it’s fair to ask to have the conversation at a different time. But, any delay should be short… and reasonable.

• If you feel an email you received is touching on disagreement, I believe it is 100% your best move to try to set up an in-person, video or phone conversation.

Conclusion

You may be thinking that this is all interesting and helpful learning… but what if the other person hasn’t read this article?  Sure, that is a hitch. But I believe this is also an opportunity for you to be a leader and a mentor.

Merriam-Webster defines a mentor as, “1: a trusted counselor or guide. 2: tutor, coach.” With that definition in mind, I bet each of us could think of a dozen people we engage with every day who we subtly or specifically mentor already. Every time we help someone find a solution or share our knowledge / experience we are potentially helping someone grow / learn.

One Last Suggestion

If someone gets upset during a difficult conversation, it’s best you give them some time. They may only need a few minutes, but they may need it to process new information and come to terms with their feelings. If they don’t have time to deal with their feelings, they may not be able to be open to what you are sharing. When they’ve processed their feelings, they will likely have questions and may even need to share their experience.

Disagree with the idea, not the person. Never make a disagreement personal or dismiss the other persons feelings, ideas or beliefs.

Thank you for spending time with me today and reading ‘How To Disagree With Respect At Work: Part II’. I hope you also enjoyed Part I.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

Disagree With Respect At Work: Part I

To disagree with respect at work is a sign we are part of a healthy business culture.

There's a big difference between disagreeing with respect versus having a heated, uncomfortable encounter. Disagreeing with respect means we can even deal with challenging situations without harming or threatening each other. Feeling safe, both physically and emotionally, means we can still be productive and move forward with confidence – together.

Wonderful things happen when we two or more people know they can disagree with respect. When we’re able to disagree with respect at work, it means our workspace also values creativity, growth, new ideas and is an evolving workspace.

We all deserve to share space where respectful disagreement is natural.

When we feel physically and emotionally safe we are able to apply our unbridled individuality to every challenge, opportunity, and goal for our shared benefit. It means we can explore possibilities while still respecting each other’s uniqueness. Alternatively, a disagreement that becomes disrespectful causes hurt feelings, lower productivity, lower creativity and morale, and burns through trust like a wildfire.

1. Approach Opportunities With Curiosity

When we approach a problem or disagreement in a positive way it becomes an opportunity to be creative, work as a team and build stronger relations as we also build trust, loyalty, and pride in our work.

One way to infuse positivity into our difficult conversations and workplace culture is to embrace Appreciative Inquiry. For example, when solving a problem using Appreciative Inquiry, we all look at what went well and what we want more of. While we don’t ignore serious flaws, overall we do however take the point of view of a glass half full. Instead of spending meetings dwelling on what went wrong and assigning blame, we spend the bulk of our time focused on how we can get more of what works, what we are good at and what our clients want. This also has the benefit of creating an uplifting, learning space focused on teamwork.

The old saying two heads is better than one is still relevant today; not because it is folklore but because it is true. Each of us is unique and there are things you know that I don’t. Two heads allow us to rely on and learn from each other, especially in a culture that embraces Appreciative Inquiry and respects curiosity.

2. Rules Of Engagement

For us to disagree with respect, we must intentionally and relentlessly commit to building a healthy foundation of trust where we care for our shared physical and emotional safety. Physical safety is self-explanatory. But when it comes to emotional safety, I think it’s important to quickly discuss how emotional safety can include many things like knowing that our individuality will be celebrated and never mocked or dismissed. Emotional safety also includes our creative ideas, our education, our experiences, our values, and anything else about us.

The following are rules of engagement that often support a healthy personal and professional culture:

1. Find and clearly state – in writing – a goal everyone agrees on. Only then should we discuss different options on how to reach that goal.

2. Values must be clearly defined, discussed, and agree upon… with everyone.

3. When you win it doesn’t mean I lose. The idea is to get on the same page on how we move forward.

4. We treat each other with respect. This means each of us realize others may have different boundaries and needs than we do.

5. We must all be open and encouraged to actively participate in difficult conversations.

6. We must learn about and strive to overcome biases like sexism, ageism and/or any other ‘ism’ both as individuals and as teams.

7. Everyone must listen to each other with the intention to hear what they feel, need and are fearful of.

8. We don’t speak over each other.

9. While we might speak passionately, we don’t holler or use upsetting language.

10. If I want to be open to the possibility of changing your mind, I also must be open to the possibility that you might change my mind.

11. If I change my mind it doesn’t need to mean I was wrong, it may just means I understand things differently now.

3. Changing Our Mind Is Often One of The Biggest Barriers

As we learn to disagree with respect, many of us discover that in our past whenever we entered difficult conversations we had a goal to change what other people understand, feel or believe, “If we could only make them see things our way we would have harmony.” That is an important realization, so I invite you to take time with that thought.

As we learn to disagree with respect, it’s important to recognize that if we expect others to change what they understand, feel or believe, we should also be open to changing what we understand, feel or believe. The truth is that respectful disagreement and important solutions almost always mean one or both of us has an opportunity to learn something… if we are paying attention.

For most people changing our mind is personal – scary. Many of us subconsciously worry that if we change our mind that it must mean we were wrong and our identity or reputation is compromised. You may know someone who has built their reputation as being the expert, the person who knows the most and/or who has the most experience. They can feel uncomfortable and uneasy with change and disagreement because they have worked hard to build their reputation as an expert and change threatens that reputation. In these cases, building their trust is an important step. Warning: it usually will take some time to build their trust and it may not always work.

If someone is assertive and/or lashes out, we need to pause and ask ourselves “Why are they acting this way?” and “Do they recognize they are lashing out?” They may not see their behaviour as inappropriate; many don’t. A first step for us would be to use our calm approach to help them see other ways to behave – that they don’t need to be assertive with us. This means that initially, we are not even dealing with the issue. Instead, our first goal is earning their trust.

One last thing on this point. Saying something like, “You are wrong” or “I have a better idea” will almost never go over well when trying to disagree with respect. Instead, a more inclusive approach may be, “I have a new idea and I’m hoping I can get your input and expertise. If you don’t mind, I’d like to walk you through from start to finish before I get your thoughts.  Are you able to explore this new approach with me and is now a good time?”

Conclusion

Whatever we experience at work will also influence our behaviour, our relationships, and our enjoyment at home. This makes it even more important we recognize our responsibility to be part of a healthy business culture that embraces disagreeing with respect.

I believe that two things will happen when each of us learns to be respectful, open to listening and focused on shared goals:

• First, our cool, curious behaviour will calm the ‘feelings’ and ‘tensions’ in the room and encourage others to listen.

• Second, others will notice our steadiness and they will respect us for making the whole situation better… not making matters worse. We will be setting an example for others that disagreeing with respect is possible… and it feels good.

One Last Suggestion

If someone is disagreeing with you, don’t take it personal… because often, it isn’t personal. Often if someone is disagreeing with you it is simply because your goals are different and/or you have access to different information. Instead of taking it personally, listen to their ideas with curiosity. Look at the situation from the other persons perspective. What are their goals, needs and fears? Look for where there is alignment with your goals, needs and fears.

Remember, every coin has two sides. Same coin, but still, each side is different.

Thank you for spending time with me today and reading ‘How To Disagree With Respect At Work: Part I’. I hope you will enjoy Part II. I will post the link here when I launch it.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Leadership Skills Training

• Email Etiquette Training

• The Role of Time Management

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

What Is Best Alternative To A Negotiated Agreement or BATNA

When you are negotiating ANYTHING and your best option looks like it won’t happen, a BATNA will be your best alternative, or as it is formally defined, the acronym BATNA stands for, ‘your best alternative to a negotiated agreement’.

By preparing one and preferably more BATNAs (options), in advance of a negotiation, you empower yourself. Whether you are asking for a pay increase, buying a competitor company, or deciding with your partner where to go on vacation, when you prepare your BATNAs you give yourself choices you can feel good about because you’ve researched the pros and cons in advance. You can make good, informed decisions quickly, without regret because you’ve thought through alternatives.

As Kenny Rogers sang in the song ‘The Gambler’ “You got to know when to hold 'em, know when to fold 'em, know when to walk away and know when to run.” Little did Kenny know that when he first started singing “every hand’s a winner and every hand’s a loser”, that in 1981 Roger Fisher and William Ury would coin the term BATNA in their bestselling book, ‘Getting to Yes: Negotiating Without Giving In’. Fisher and Ury would define and idea that embodied preparing yourself to make good, informed decisions quickly. And I wonder if Kenny Rogers somehow inspired Roger Fisher and William Ury.

But thinking through your alternatives is only half of the process to determine your best choice. Imagine how empowering it would be to explore, as best you can, what the alternatives of the other person or business. For example, imagine you want to purchase a house and you’ve seen two that interest you. They both have similar pros, cons and pricing, but house A has just come on the market, and house B has been on the market for 45 days. The other difference is that house A is a 15-minute drive closer to your work than house B. While house A might be your preference, house B might be a good BATNA for you. And while a con is that house B means a longer drive to work, the owners of house B might be more motivated to negotiate price. How high house B sits on your priority list might include how price sensitive you are and how much of a demotivator it is to be 15-minutes further away from work.

Pros of BATNA

At a glance, the BATNA pros include:

• Provides an alternative if the primary negotiations fail.

• Empowers you or other negotiators to make the best decisions.

• You will know you don’t need to compromise as much when you know you have a good alternative.

• Your BATNA can keep you from getting caught up in the moment and accepting an offer that has fewer advantages.

• Reduces the impact of bias and emotion.

• Makes agreement more likely, as a well researched and fair BATNA is more likely to be acceptable by all.

• Reduces stress around negotiations, crucial conversations and potential difficult conversations.

How To Determine Your BATNA

Since BATNA is the identification of alternative solutions in advance of a negotiation, it’s important to know how to determine your BATNA or BATNAs.

While a BATNA may not always be easy to identify, the following are several steps you can take:

1. List as many alternatives you can think of if your negotiations for your ideal option don’t work out.

2. Evaluate the pros and cons of your alternatives based on your values, goals and resources. Other criteria can be anything that is important to you / the project or your organization and can also include (but not limited to):

   • Affordability

   • Long and short-term market impact

   • Long and short-term job impact

   • Long and short-term earnings / profit

   • Which is most affordable and feasible?

   • Which will have the most impact in the shortest amount of time?

3. Prioritize your options as best you can based on their strengths and weaknesses. Be very clear about what your lowest-valued / bottom-line BATNA is. Remember, sometimes it is best to walk away.

And as I mentioned earlier, when you’re done identifying, evaluating and prioritizing your BATNA, be sure to explore the alternatives, pros and cons of your counterpart's BATNAs.

Conclusion:

To reach the best possible outcome, it’s important to do as much preparation as possible before entering into negotiations. While BATNA dramatically improves your chances of a satisfactory outcome, it is not a guarantee. Even your BATNAs might become unattainable, but it is far less likely if you are prepared in advance.

If I was able to ask my dad what a BATNA is, I imagine he would simply say, “Know what your alternatives are and when the cost [any cost] is too high. And then, as best you can, know the same for the other person.” Dad always kept things simple.

Thank you for reading ‘What Is Best Alternative To A Negotiated Agreement’. If you have any thoughts or questions, please let me know.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

How To Develop A Strategic Plan

Knowing how to develop a strategic plan that meets the needs of the organization, its’ employees and the community it serves is a wonderfully rewarding task; and it’s also no small job. Developing a strategic plan may feel as daunting as playing a game of chess against a master. Truth is, it will likely take months and you might benefit from the clarity of external help / coaching, but I assure you, you can do it and it is worth it.

So how do you go about being successful when faced with this mammoth task? My quick advice is, “Be patient, take it one step at a time – don’t skip any steps, and include as many other people as possible at every step”.

Step 1. Get Others Involved and Excited

Everyone who will be impacted by the strategic plan must care about the goals that are developed. One of the best ways to build compelling goals and buy-in at the same time is to involve as many voices / perspectives as possible.

Your first step in getting others involved and excited is to create a diverse task force.

At your first task force meeting, take a victory lap of past successes. This should help build unity, excitement, and positive energy. If there have been some challenges, acknowledge those as well… but don’t dwell on them. It’s healthy to acknowledge and take responsibility for challenges but move on once you’ve learned from them. When you talk about both your successes and challenges, frame the discussions so that you explore what went well and what you want more of, (called Appreciative Inquiry). Even challenges must have had some aspect that went well, like perhaps how the team rallied together.

Step 2. Ask Questions

I recommend reaching beyond your task force using a combination of surveys and in-person meetings to ask anyone you can for input – from your clients to your suppliers and of course your employees. Treat this as a fact-finding project. This is a time to do more listening than talking or planning. Use simple, open-ended questions like:

1. What makes us best in class today – what do we do well?

2. What made us best in class yesterday – is there any option to capitalize on that reputation / experience?

3. What are some out-of-the-box options for where we could be in the future?

4. What do our clients / customers dream of?

5. What is most exciting in our industry today?

6. (For Employees Specifically) As an employee, if you could learn or do any one thing, what would it be?

Step 3. Answer ‘Why’ Your Department / Organization Does What It Does

As you hear the answers to the questions you asked it will be tempting to start working on some of the wonderful ideas you and perhaps others have. Your excitement is terrific – but I encourage you to not go too far down that path and don’t get too invested into those ideas too quickly.

In addition to the answers and ideas your questions have raised, some of the most important inspiration for any strategic plan should also come from your mission statement and vision statement. For example, imagine your vision and mission statements were as follows:

• Vision: To become the world's most trusted, innovative, and profitable provider of data security solutions for the protection of highly critical sectors.

• Mission: To be considered a partner by our clients and to assist them to be productive, successful, and trusted by their clients.

From these two examples you can already imagine how your vision statement and mission statement will inform the important ‘What we do’ and ‘How we do it’ chapters of your strategic plan. The words ‘trusted’ ‘innovative’ ‘partner’ are just as important as ‘profitable’.  These words will give your task force a clear direction as they answer the question “Why what we do is important”. I’d suggest actually defining a ‘Why what we do is important’ statement. Empower your process by letting ‘Why’ become the foundation on which your brand and your corporate culture are built. This work will do wonders to position your strategic plan.

Simon Sinek is famous for championing the ‘Why’. And you know what? He’s right! Be sure your team knows the decisions they will make will be informed by and measured against how they relate to ‘Why’.

Step 4. Define The Goals Using The Vision, Mission and ‘Why’ Answer

As we’ve discussed, your vision and mission statements offer a guide – an opportunity by which strategic decisions can be evaluated and defended. So, empower and encourage the people in your task force to use them to define the opportunities / goals. It’s very likely that by now they have created a robust list of possible opportunities / goals to consider. That’s great! Now is the time to apply the ‘Why’ statement to the possibilities. The ‘Why’ statement should be a powerful tool that adds clarity to what to prioritize and what must change and evolve. The ‘Why’ statement will also defend and prioritize any larger change that might have to take place down the road.

A word about change and evolution. It's worth saying, some resistance to change is natural. You may even experience it yourself. But change and evolution are important to your business AND everyone connected to the business. For example, change keeps our work interesting and maintains our own personal and professional growth (evolution) and competitiveness. The way I see it, change is enviable so you might as well try to guide it (as best you can) because if you don’t try to take an active part in guiding it, you will be 100% guided by it.

The ‘Why’ that comes from exploring your vision statement and mission statement will also guide what you spend your budget on – and help you defend your requests if you are asking for an increased budget. These statements will also form the categories you and the finance team will measure including the ROI. And, if your strategic plan calls for a short-term drop in ROI, the guidance these statements offer should be able to explain how the investment is expected to catapult the company ahead of the competition.

Step 5. Delegate And Measure

Strategic plans are terrific… but once they are done, now what? Every strategic plan needs a strategic implementation protocol to turn the plan into reality. You’ve done a great job so far by including everyone in the process, and while it may feel like your job is almost done I urge you to not take your foot off the gas (as my dad would say). Many great projects and great ideas don’t reach their potential because of a lack of attention and commitment after the strategic plan is written. Instead, people get busy doing their “busy work” the same way they always have and none (or few) of the great strategic ideas get implemented. I urge you not to fall into this trap.

A challenge many leaders have (especially new leaders) is delegation. It is important leaders do less of the ‘doing’ and instead keep everyone’s focus on achieving the strategic plan by consistently guiding, inspiring, and supporting employees and employee teams. Consistency is an important word here! Another major leadership task is to build trust with your employees / teams so they come to you quickly with challenges so you can help guide solutions and when necessary use your seniority and experience to manage roadblocks. 

Step 6. Keep Everyone Informed

From day 1, keep everyone informed what is going on throughout the strategic planning process. Even people who are not part of the task force should have a high-level understanding of the importance of each step. Transparency builds trust and lack of information builds fear!

As the strategic plan is implemented, let everyone know what they should be expecting… and why. ‘Why’ is as important throughout the implementation as it was during the planning process. ‘Why’ will continue to build alignment and commitment, not to mention personal and professional pride. Keeping everyone informed will also help minimize fear and can even inspire a willing commitment to change. For example, imagine being an employee who is faced with having to learn a new process and/or a new piece of software. Instead of experiencing fear of the unknown and worry of not looking competent, what if the message was positioned to remind everyone that the change they are experiencing will make the company they’ve chosen to work for an industry leader, AND the change will also put them at the forefront of their profession as an expert in this emerging market. WOW!

Step 7. Monitor, Keep Measuring and Course Correct

Organizations must constantly monitor, measure, and course correct their goals and strategic plan. Measurement may fall on the task force but should be an important senior level responsibility. Measurement should include that that the strategic plan is being implemented and that the defined elements of the strategic plan are staying true to the overall mission, vision, and values. Also, as I eluded to earlier, expect the finance department to play a serious role in monitoring and measuring that plans are staying on budget.  

Something unexpected is going to happen so don’t be surprised – it is part of the process. Perhaps there will be new technology you can use, or perhaps there will be a new competitor or perhaps there will be a pandemic (COVID must have taught is something). Or, it might be that the changes aren’t working the way your task force expected. As quickly as you can, get employee, client / customer and supplier feedback. You must be prepared to take their advice and adjust your game plan. Sometimes that means mid-course corrections. Other times, it means scrapping a planned project / goal and starting from scratch. That’s not defeat — it’s the ultimate sign that you value the buy-in and ideas your community have.

Conclusion

Partnering with others is important to developing a compelling strategic plan. It is also key to growing commitment and trust in the future. Partnering with others also does one other thing I love to see by leaders; it means delegation workload and sharing responsibility. The best leaders delegate responsibly.

Thank you for reading ‘How To Develop A Strategic Plan’. If you have any thoughts or questions, please let me know.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

Work-Life Balance Requires Respect, Trust And Choice By Everyone

Organizations are continuing to struggle finding ways to address the reality that for a company to succeed, employees need to feel like their leaders care about them. This is a struggle because businesses can’t survive if all they do is care for your employees. Instead, the business – employee relationship must be a delicate balance of respect, trust, clear expectations, flexibility, collaboration and choice. 

The question is, "What is the balance between employee needs and business needs?"

Take work-life balance and flexible hours in an office environment as an example. Some employees may work the early part of the day from 7AM to 3PM as their regular hours. Other employees may be on a later schedule from 11AM to 7PM. That is terrific, but what happens when you have to schedule a project meeting and the only time everyone is available is 9:30AM except for the one person whose regular, agreed upon start time is 11AM?

I believe the answer exists within the above mentioned balance of respect, trust, clear expectations, flexibility, collaboration and choice. 

In this example:

• Respect and trust mean that everyone can be confident that there was a serious attempt to find a time during everyone’s typical work hours. They also mean that everyone will respect and trust each other and previous agreements.

• Clear expectations means that everyone knows that if someone can’t make a meeting – no matter what the reason – the person who can’t attend will understand and respect that the meeting must still take place.

• Flexibly, collaboration and choice mean the person who has the conflict has the opportunity – and the responsibility to make one of the following three choices:

1. Choose to make a special adjustment and attend the meeting.

2. Choose to assign an alternate person to represent and speak for them.

3. Choose to be OK receiving the meeting minutes and support any decisions made.

For organizations to succeed they (and by extension the leaders AND every employee), must make each employee feel like their success as employees AND as individuals matters. Employees at every level must feel valued and be proud they are part of the team. This is what it means to build a strong corporate culture where difficult decisions and difficult conversations can actually be prevented.

When people feel valued and proud, they become more creative, more collaborative and more loyal. Nobody should be treated as disposable cogs in a machine that exist only to do their j.o.b. and obey.

One last thing – leadership requires intentionality! As a leader, even if you are not in a leadership position (yet), you must focus on the well-being of others and what you can do to inspire them (and yourself) to greatness. Being a great leader takes conscious effort to find balance between the ever-changing business goals and employee needs… all the time… everyday.

Thank you for reading ‘Work-Life Balance Requires Respect, Trust and Choice By Everyone’. If you have a moment, please let us know, “How do you respect work-life balance?”

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops and Posts That Drive Business Success

• What Is A Mission Statement?

• What Is A Vision Statement?

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

• Difficult Conversations: Never Easy - Always Worthwhile

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting proudly offers leadership training and professional development.

Difficult Conversations: Never Easy – Always Worthwhile

 Conflict is everywhere and impossible to avoid. And that’s OK,

Even the most confident people don’t see difficult conversations and managing conflict as easy, stress free and certainly not the highlight of their day. But we can all learn how to manage difficult conversations so that we reduce overall stress and improve overall outcomes.

To help us manage difficult conversations I believe it’s important to accept that not all conflict is bad or inherently negative – in fact sharing constructive feedback and resolving conflict often builds stronger relationships, new ideas, greater respect and greater trust.

Imagine you have an employee who isn’t performing or whose behaviour is making work unpleasant for others. I propose it’s better to have a conversation that will be uncomfortable in the short term, but will give the employee the opportunity to see you as someone who cares about their personal and professional future. You are also empowering them to decide if they would like to adjust their behaviour and to continue building a successful career.

And the benefits to having difficult conversations and resolving conflict don’t end with the employee. Consider the benefit to team dynamics and corporate culture when a peaceful resolution is found versus the disruption a more volatile outcome will have for everyone.

First Steps

One of the first steps when having difficult conversations and / or sharing constructive feedback is to be clear how it will benefit us and the other person. In our personal lives, there are times it just isn’t worth it. Do we need to invest in a difficult conversation with a rude salesclerk? Maybe it is worth it… but often it is not. Alternatively, in our professional lives difficult conversations are important for many reasons like when our company values and performance objectives are not being met.

Another important step when having difficult conversations and resolving conflict is to have conversations as soon as possible. When inappropriate behaviour isn’t corrected quickly, it becomes the new norm and far more difficult (and costly) to correct later. Inappropriate behaviour also erodes the motivation, respect, and trust of everyone else on the team who must watch and potentially experience this behaviour first-hand.

Conclusion

There are many other steps to having a difficult conversation and resolving conflict including sharing stories of what you observed, encouraging an atmosphere where situations and solutions are explored versus placing blame, and never thinking the other person is evil / mean. But for now, let’s embrace the idea that conflict and difficult conversations are opportunities for us all to be respectful, improve and build greater trust.

In our next post, (which I will link here) I will discuss important steps to take when faced with conflict and the opportunity to have a respectful, empowering difficult conversations.

Thank you for reading ‘Difficult Conversations: Never Easy - Always Worthwhile’. I will link to other related difficult conversation articles in this series as I launch them.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

What Is A Mission Statement?

A mission statement that reflects what the company is (or should be) doing now. It describes a purpose of the company and the importance of today’s decisions and actions in support of the overall vision and values. It is a statement that can give employees a sense of identity as it inspires and guides their actions. It also serves to support a brand image that suppliers and customers want to support.

Like your vision statement, when anyone reads your mission statement, they should feel inspired and believe in it. Everyone must also believe in the leadership of the company and employees and suppliers must see themselves as willing participants who are working together to achieve todays and tomorrows goals.

How to Use a Mission Statement

Not surprisingly, you will be able to use your mission statement in many of the same ways you use your vision statement and values.

Your mission statement should be shared and discussed everywhere. Employees should be using it daily when making decisions about their work, even if it is to reinforce the importance of their work, how it fits into the overall company mandate and the pride they take from it. Your mission statement should also be discussed in every hiring decision, onboarding, employee performance reviews (and employee recognition / awards) as well as goal-setting conversations. And like your values statement, your mission statement should help guide leaders regarding investments in training and through the design of strategic marketing and promotional messages.

How to Build a Mission Statement

Like your vision statement and core values, building a mission statement will take time. If you have already built your vision statement, you will be able to use much of the research you conducted to help you build your mission statement. You will also be able to use the values you identified.

You can also stay with the same team you assembled to build your vision statement and values, however adding new voices to team might give you a fresh perspective. I’t not because anything you previously did might be wrong. I suggest this because the process of onboarding new people and answering their questions will likely help keep the process fresh with a sense of exploration and adventure.

Consider your business’s goals. Write two sentences, one explaining what your company does today and the other explaining why your company does it in the simplest terms possible. Now, look at those two sentences and be sure you are incorporating your company values.

The trick here is to keep it short while not being too vague and not sounding generic. You will want your mission statement to sound like it fits your company and only your company. As mentioned earlier, you want employees, suppliers and customers to read it and say, “I support this and want to be part of this brand.”

If you find you have lots of great things you want to include but might not be critical to a mission statement definition, no worries. Keep a record of those sentences or statements and share them with your marketing team. They may be gold for your marketing materials and website and even included along with your mission statement as additional information and background.

Mission Statement Examples

COBS Bread: “Our mission to develop strong connections with our customers and communities that ignite a passion for bread and the freshest baked treats.”

IKEA: “To offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them.”

Starbucks: “To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.”

TED: “We're building a clearinghouse of free knowledge from the world's most inspired thinkers — and a community of curious souls to engage with ideas and each other, both online and at TED and TEDx events around the world, all year long.”

Conclusion

A mission statement is an opportunity to take a good look at the market you serve, what part you want to play and the corporate culture you want to work within. Let yours give employees a sense of identity as it inspires and guides their actions and support a brand image that suppliers and customers want to be part of.

Thank you for reading ‘What Is A Mission Statement’. It is the third article I’ve written to honour the hard work of a client who invested in their future by exploring the important process of creating and using:

• A Vision Statement

• Company Core Values

• A Mission Statement (this article)

I will link to the other two articles here as I launch them.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

What Are Core Values?

Welcome to the second in my trilogy of articles covering the importance and use of Vision Statements, Core Values (this article) and Mission Statements.

I like to think of core values as common ground we are all aware of, share, understand and can count on. Core values help unite us – be it families, the companies we work for and purchase from or the non-profit charities we support. Whether it’s connecting leadership to employees, employees to customers, or customers to a feeling of trust, core values bring people, ideas and actions together.

Defining, communicating, and living core values is essential to a company or department reaching its full potential. Yes, you can have a high-functioning department with a great leader and team who embrace shared values within a less-than-ideal company.

If you want a one sentence definition of what are core values, here it is. Core values are a list of action-oriented verbs that clearly and concisely represents the company’s guiding principles.

A company’s core values establish guidance for company leadership and employees. Core values help companies make important decisions and keep everyone on the team focused and accountable, particularly during time or challenge or change or when faced with difficult decisions. Core values are also a useful tool for recruitment. Similarly, core values are excellent tools to help improve customer awareness and confidence. When customers understand the business’s core values and see how they align with their own, they’ll more than likely trust the company.

How to Use Core Values

Before you publish the core values, determine how they will be used. How will the company help every employee begin living these values with every discussion they have, meeting they participate in and decision they make? How will these values be used in product design, implementation, marketing materials, sales discussion, and client support? When will they be used to say “Yes” and most importantly, when will they be used to say “No” or “I made a mistake.” How will these amazing new core values be integrated into every employee’s goal setting discussion and performance reviews – from the most senior to the most junior? Hold everyone accountable for living your core values – no exceptions.

Share them everywhere and all the time. What else is there to say? Implementation of your core values must be more than putting up posters in the conference rooms and updating them on your website. If that is all you do, you many as well not have done any of this work.

Finally, integrate them into your vision statement (your future looking document) and your mission statement (your what we are doing today document).

How to Build Core Values

Uncovering your core values is an important project that provides stability and guidance throughout the company. Consider these steps when planning how to find your company’s unique set of core values.

1. Assemble a Team

   As with the exercise to uncover your vision statement, assemble a team who will share in this project. Ideally, include people from different levels of the organization. An outside agency will be a great asset as they can be a neutral voice and help guide the process.

2. Brainstorm values

   In a small business you may be able to ask everyone for their insight. In a larger operation, you may need to be more selective as you capture a range of employee voices from different levels of the company. Ask employees to use verbs – action words and short statements to describe how they feel about the company, the work they do and the impact they make. Also ask what they would like to company to represent in the future. Don’t edit their feedback. You will likely end up with a long list of interesting ideas. Note, some of this feedback may not be positive or inspirational. That is valuable information into your corporate culture, and I encourage you to use it to work on your employee engagement.

3. Group themes

   Now is the time to consolidate and group similar words and statements. Look for themes that represent your business now. I also encourage you to explore themes that are inspirational and will assist in supporting change and growth.

4. Look for words that pop

   Have each person on your values team independently select 10 words they feel best meets the company’s current and future potential and uniqueness. Ask them to rate from highest to lowest and include a brief explanation of why they chose that word. Then, assemble the team and discuss. This is a time to practice your listening skills. Try to choose six core words which may have a few related words listed below them. If you have more than six core words don’t worry – go with that for now. Remember, you are looking for unique, relevant and truthful words that are inspirational for today and into the future.  

5. Draft a support statement for each word

   Try writing one sentence for each of the six word you chose in the previous step. You may want to ask each member of your team to draft a few versions of this sentence and then meet to review and discuss each option. Once you have agreed on a sentence for each word, ask questions like, “Are we missing anything?” and “Do we really believe them?”

6. Finalize core values

   Share your proposed core values with others from top leadership to your newest employee. How do they feel about them? What feedback do they have about them? Use their feedback and see if there must be any further adjustment before you lock down your final core values and support statements.

Conclusion

I recently was approached by a prospect to do some leadership training. As part of our initial discussion we began to talk about their vision statement and their core values which they were proud of for good reason, they had recently invested a good amount of time to update them as part of their current and future strategy. To honour their hard work and the hard work of other teams who want to embark on this journey, I decided to write a trilogy of articles that walks through the important process of creating and using:

• A Vision Statement

• Company Core Values (this article)

• A Mission Statement

I will link to the other two articles here as I launch them.

For now, let me leave you with one last thought about core values. Exploring, sharing and working each day being guided by your companies core values will help everyone as individuals achieve excellence as they work united toward the companies – and their own personal and professional goals.

Thank you for reading ‘What Are Core Values?’.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

What Is A Vision Statement?

I recently was approached by a prospect to do some leadership training to their executive team. Perfect, I love that kind of work. As I listened to their challenges and we discussed how I could help them, we began to talk about their vision statement and their core values, two exceptionally important elements of a business culture.

They were proud of their vision statement and values for good reason. They had recently invested a good amount of time to update them as part of their current and future strategy. They promised to share them with me after the call and I couldn’t wait to see them and to see how I could support their hard work.

So to honour their hard work and the hard work of other teams who want to embark on this journey, I decided to write a trilogy of articles that would demonstrate the importance of their efforts and share how a team would go about this journey by exploring the important process of creating and using:

• A Vision Statement (this article)

• Company Core Values

• A Mission Statement

I will link to the other two articles here as I launch them.

What is a Vision Statement?

A vision statement is a document that provides a guiding light for everyone who might be interested in the company. It is a beacon for what the company wants to achieve, and should act as an invitation for employees, potential employees, suppliers, and customers.

When people read your vision statement, they should feel inspired and believe in it. They must trust the vision is attainable – even if it is a stretch – and they must want to be part of the journey. They must be able to see themselves (employees, suppliers, and customers), as willing participants who can share in the dream.

If the people within and close to your business don’t believe in your vision or feel it is all smoke and mirrors (as my dad would say), there is no way the future vision will ever be realized. And the worst might happen when the most trusted and valued employees abandon ship in search for a better place to offer their talents and customers go to your competition.

In summary, a vision statement is essential because has the power to:

• Align the future with the business values and goals today

• Provide a clear, unifying message to everyone

• Be a proud anchor that attracts people to the corporate brand

Lastly, let’s agree every company should have a vision statement. And to push it a bit further, I like to see certain departments having a vision statement that is secondary to the company’s main vision statement. For example, imagine you are a division leader and are thinking a reorganization of your team would be a good move. This would be a perfect (and admittedly rarely used) place to create a one or two sentence vision statement that would explain the future you imagine.

How to Use A Vision Statement?

Before we look at how to build a vision statement, let’s explore how a company or leader can use a vision statement.

We have already discussed how a vision business statement should help inspire and align people inside and outside the company to reach the company’s goals. To do this means everyone has to know what your vision statement is, and how it applies to the decisions they make.

A company should be sure to use their vision statement as a talking point in every hiring decision, employee performance review and goal-setting conversation. Knowing and understanding the vision statement will also help guide leaders as they plan investments in training and even as they guide the design of strategic marketing and promotion messages. When employees and leaders are truly embracing the vision statement, they use it to confidently guide R&D decisions today that are an investment into the strategic future. When these are happening the leadership team can proudly say the vision statement is being integrated it into the company culture.

Hanging a vision statement in the conference rooms and dedicating a page on your company website isn’t enough to make it part of your corporate culture.

You may be feeling all of this seems like a lot of work – and you would be right. And we haven’t even got to the work required to build a vision statement. But let’s look at the alternative of not having a shared vision and guide into the future. Imagine what it would be like for 10 people in a department or 100 people in a division or 10,000 people in a company to not have this shared vision. Imagine the waste in time, resources, and manpower. Imagine your top 10 best product, sales, marketing, accounting and support employees being frustrated and quitting just to get away from the chaos, waste and frustration. Imagine the negative impact on your brand, customer experience and competitive advantage.

Prepare to commit time and resources to the vision you establish. Once you have one, commit your attention to using it – everywhere.

How to Build a Vision Statement?

Building a vision statement will take time. If you are efficient and the company is small, it may take weeks. If the company is mid-sized or large, expect it to take months. The one biggest mistake I see happen and I urge everyone to avoid is for one person to write the vision statement. The next mistake is to copy someone else’s.

A team should be assembled to build or update a vision statement. In a small business, you may be able to ask everyone for their insight. In a larger operation, you may need to be more selective while still capturing a range of employee voices. It’s also a good idea to hire an outside agency to assist as well since they can be a neutral voice as they guide the process and offer advice. Your team should represent a cross section of employees from different levels of the organization.

The next step is to start research. This can include competitive analysis, economic reviews, talking to technology experts, suppliers, customers and even prospect customers. The more information you gather the better off you will be. This information can also be used as you define the company Values and Values Statement (which I’ll discuss in another article and link to this one once it is published). I like to think of a company’s Vision Statement and Values as being related, but not exactly the same, like siblings.

You also want your team to outline your business’s goals for today – and tomorrow. Be bold, be creative, reach for the moon. If it sounds lofty and worries a few people, be happy, you might be on the right track. This is about being great in the future – not mediocre. Be sure you also pay attention to market analysis and customer feedback. If you find your goals start sounding like your competitors or worse, that they could be used by another type of business, throw them away and start over.

Most people believe a vision statement should be a concise, yet impactful and inspiring message, and they are not wrong. Well designed, well researched one or two sentence statements are easy for people to get behind. But, the senior team might feel it doesn’t go far enough. That’s OK – so design two vision statements. Use the short one for the general population, annual reports and websites and use the second, more lengthy vision statement for senior team strategy discussions, and to set senior team performance KPI’s.

Vision Statement Version 1: Widespread Use

Keep the vision statement short but meaningful.

Create a vision statement that is one or two sentences and delivers a concise, yet impactful and inspiring message. You want your employees, suppliers and customers to be able to understand easily, be able to remember the key message, and hopefully remember how inspired they felt when they read it. Note: “Just do it”, is not a vision statement but it is a really good Nike tagline.

Vision Statement Version 2: Senior Team Use

Create a longer vision statement for the senior team. This statement isn’t a secret, it’s just more information than most people need.

Your senior team might feel the short vision statement doesn’t provide enough scope for what your company can do and what they want it to do. That’s OK. A longer vision statement for the benefit of the senior team is terrific. It can help them determine big, bold decisions while also giving them guidance for Key Performance Indicators (KPI’s) for the company – and for each other.

Vision Statement Examples

COBS Bread: “To be the favourite bakery in every community.”

IKEA: “To create a better everyday life for the many people.”

Starbucks: “To establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow.” 

TED: “We believe passionately in the power of ideas to change attitudes, lives, and, ultimately, the world.”

Conclusion

Like the company that is hiring me for leadership training, most companies benefit from periodically updating their vision statement, values and mission statement. This makes total sense because our world is changing and companies have to change to keep up. By going thorough the process of updating your vision statement, values and mission statement there is also the opportunity to take a good hard look at the market you serve, what part you want to play and the corporate culture you want to work within.

Thank you for reading ‘What Is A Vision Statement’.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

Benefits, Challenges and Solutions of Remote Work, Hybrid Work and In-office Work

Remote work is not going away.

The last few years have demonstrated people are able to work remotely. We finally broke many misconceptions about remote workers. We have also advanced the development and adoption of technology to assist in collaboration and project management between individuals who may or may not be distance-based.

The challenge we have today is to figure out our brave new world and how work will ‘be’ tomorrow for each of us.

Many of us want the best of both working in-office and working remotely. Before we get too far down this path I recommend we pause for a moment to accept one of the biggest challenges we are facing is that there is no one-size fits all solution for companies, departments and individuals. But one thing I am pretty sure about is that people who work fully remotely will be the minority; in-person contact just offers too much potential benefit for the individual and the company.

Let’s talk about benefits of remote work, hybrid work and in-office work

There are many discussions about how in-office work benefits the employer. So let’s do something different (and perhaps a bit controversial) and explore some of the important benefits to you and I as individuals to being in the office at least some of the time.

In-office work helps us learn to communicate more effectively, confidentially and respectfully. It’s the face-to-face, in-person contact that is important here. Benefits from in-person contact helps us communicate pretty much everywhere; from simple discussions and reading body language, to learning to listen for what people are saying as well as what they are not saying. In-person contact helps us feel and give empathy and helps us recognize when others are sharing or needing empathy; all which are great for build trusting relationships. In-person contact is also amazingly important during creative brainstorming sessions, not to mention in-person contact helps us learn, practice, and sharpen our leadership skills.

Remote work also helps dedicated employees get more done in less time with fewer interruptions (starts and stops). Remote work is also good for employees as they might feel less stress about work, have more time to spend on other projects or training which would enhance longer-term career aspirations, have more autonomy and feel more productive.

Remote work employees may also have the benefit (stressing the word may) because they:

1. Have greater flexibility to support family

2. Save money on transportation

3. Save money on clothes and meals

Let’s talk leadership

Many people aspire to become talented and productive leaders as they progress through their career. Here’s the thing; experts around the world tell us leadership today is far less about being a subject matter expert and far more about building shared respect and trust with individuals. Being a great leader is about inspiring and supporting your team to want to do their best work as they pursue shared company goals.

One of the most important and challenging jobs of a leader is to inspire people who have a variety of personal and professional experiences, values, goals and who may even come from different cultures. This is a rewarding challenge that will require today’s leader to invest a considerable amount of time and attention into being great. And, as I suggested earlier, today’s leaders must also be able to have difficult conversations. Leaders must learn to share challenging news while helping others feel respected, supported, and to not be triggered into a defensive posture. To do this, great leaders have to be great communicators. Not surprisingly, these skills don’t just magically appear. Even the greatest leaders have had to acquire their skills through years of training, coaching and practice.

Can we all learn to be great communicators and build trusting relationships when working remotely? Yes, of course. But (you knew there was going to be a ‘but’), given today’s technology, our use (and misuse) of this technology, our workplace cultures, and past experiences, our success is almost always greater when we have at least some in-person experiences. Let me again share that there are no one-size fits all solutions; leaders and employees must understand different companies, different jobs, and different people will need different arrangements.

There is one more important benefit to in-person interactions. As I briefly mentioned earlier, when we are trying to come up with new ideas and brainstorm solutions, in-person idea-generation sessions are still best. They allow people to see excitement and body-language. In-person interactions allow us talk over each other in respectful ways and for everyone to follow the conversation from many directions at the same time. It’s an energy and rhythm that’s difficult to duplicate in an on-line format given today’s technology.

Let’s talk career-advancement

Imagine half of your teammates are in-office all or most of the time, physically seeing each other and going for coffee while the other half of your teammates are working remotely. It’s not a stretch to see how remote employees may be less top of mind and their accomplishments, participation, ideas and even future opportunities overlooked from time-to-time.

Is this ideal? No. Would almost all of us prefer if it wasn’t like this? Yes. The reality is that it would take a highly evolved workplace culture to find true balance between the experiences of in-office and remote workers. Might we get there in the future? I hope so.

It may seem unfair this burden falls 100% to the employee, but it is their career that is on the line, so I believe staying visible is an employee’s main responsibility no matter if they work in-office, remote or hybrid. You and I both know that even when employees are working in the office, staying visible is their responsibility. It’s just that as a remote and hybrid employee, staying visible feels different than when they used to work in-office all the time. So, how can any employee (and leader) be professional and proactive. Here are some examples:

• Come to all meetings prepared

• Do their work well and hand it in early

• Help others when they can – but don’t let their work suffer

• Say something positive when others do something great

• Be on-camera during video meetings (and look interested)

• For both on-camera meetings, in-person meetings and group phone calls, plan to sign-in or attend early if possible. When others show up, engage in casual conversation to support relationship and trust building.

There are also many other creative opportunities to stay visible. For example, imagine knowing a company retreat is being planned. Especially if it's not the employees’ job, I’d recommend making sure they are part of the organizing committee. Even the smallest role – like organizing and manning the registration table will give them major exposure.

Remote, in-office and hybrid workers must all accept there are pluses and minuses to every solution. As a remote worker part of your life may be easier (like zero transportation) and part may be less attractive. Meanwhile, your co-workers who go into the office may have the unpleasant experience of spending 1, 2 and even 3-hours each day commuting. In the end, we all have new elements to consider when revising our own, personal work-life-balance equation.

Note: This new environment is starting to level the playing field for people living with a disability who find either getting to in-office spaces difficult.

Let’s talk about moving forward – together

Five responsibilities organizations, leaders and employees (in-office and remote) will have to share, noting that some of the best organizations were doing these long before 2020:

A.    Be crystal clear with company, department, and project goals

B.    Communicate (and repeat) important messages clearly, often and respectfully… to everyone

C.    Set and track clear performance metrics (note, being in-office is not a quality performance metric)

D.    Follow organizational values and the unrelenting support of 100% respect for everyone

E.     Support the concept that change is the new standard

A: Whether you are all working remote, in-office, or hybrid, if you are not clear with company, department, and project goals your work quality and your feelings of pride will suffer.

B: Communicate is the best way to keep people focused on a goal and to be sure they feel pride in their work and are inspired by their community. It builds employee trust with their leaders and among each other. When leaders and employees are transparent and communicate often, this also helps others feel a sense of stability and calm.

C: When consumed by the busyness of an office, many leaders confess they sometimes forget the remote worker when setting project assignments. This is why it matters organizations help their leaders change the way they set tasks and evaluate productivity. Performance goals should measure many things. For example, they should:

• Be based on objective value added to the firm’s core goals

• Constantly support the values of the organization.

• Be transparent, understood by everyone

• Be tracked in real-time

A popular approach to tracking and evaluating productively is called Results Only Work (ROW). This is a brilliant way to measure success, regardless of if employees are in-office or remote. Even if you have all of your employees working in-office I encourage you to set and track what people accomplish in today’s world, a bum in seat is not a good measurement of a dedicated, high-value employee.

D: As a leader one of the most empowering things you can do is ensure everyone on your team knows how their contribution aligns to the company values. And hopefully one of those values is to ensure everyone deserves to be a member of a respectful, inclusive and equitable workplace that is free from discrimination, harassment, or bullying. When it comes to setting and tracking clear performance metrics, demonstrating company values should be at the top of the list.

E: Leaders have to help take the fear out of change and insert an expectation of change. People love routine because it feels comfortable and dependable. But today, routine means you are falling behind your competition and/or co-workers. How we worked 10 years ago is different than how we work today. How we worked 2-years ago is different. And I imagine how we work 2-years from now will be different yet again.

Moving forward will not only change the way we work, it makes sense that the actual work we do will change. Like always, part this change will be due to market demand and innovation. But change will also accelerate as we integrate new remote-work and hybrid work models into our culture – not to mention the new emerging technologies. For example, as we emerge out of a pandemic, half of my mother’s quarterly check-in / check-up doctors’ visits are now done by phone. During the pandemic all of them were remote unless there was something serious my mother felt she needed to discuss. Before the pandemic all her doctor visits were in-person. These are three significant changes to how my mother’s doctor works in just over two years.

We are living in a culture of change. The organizations, leaders and employees who will thrive will be excited about change and see it as an opportunity to grow and develop new skills. I believe our clearest path forward is for us to all adopt a positive perspective that focuses on saying things like, “What we did today was great, how can we make it and/or the process better tomorrow.” We must allow ourselves to be reflective – but in a positive “can do” way that honours and respects what we did today, not condemn it. Treat it like an After-Action Review (AAR) originally developed by the U.S. Army as a structured review process would encourage everyone to pause after a project and to explore three questions with a goal to learn from our experiences:

1. What happened

2. Why it happened

3. How it can be done better by the participants and those responsible

Conclusion

Experts predict that as we move into a ‘new normal’ between 35 to 65% of employees will work hybrid with only about 10% working fully remote.

It is incumbent on everyone, leaders, and employees alike to make sure we all remain visible, front-of-mind, and reviewed based on job performance despite a remote status.

One last thing. When bringing employees back to the office either full time or as part of a hybrid work model, I strongly believe leaders need to be able to answer the following four key questions clearly and transparently. And I warn you in advance, if you tell the truth people will believe and respect the news you share even if it isn’t what they wanted to hear. But, if you try to fluff it off or treat today like it was 2-years ago, you will likely soon have a productivity and employee loyalty issue to manage… as well:

• How can we bring people back safely?

• Why are we bringing people back to the office?

• What is our hybrid work strategy?

• What is our workplace value proposition?

Thank you for reading ‘Benefits, Challenges and Solutions of Remote Work, Hybrid Work and In-office Work’. Together we can get the best of working in-office and remotely.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

How to have a difficult conversation with a hostile or toxic employee

Hostile, toxic employees are just bad gone worse. They are a drain on morale, productivity and likely other great, loyal employees.

And hostile, toxic employees come in all shapes and sizes. Some are experts in passive aggressiveness, others are condescending and demoralizing, while others might actively sabotage other people’s work – or take credit for it. 

The easy way to manage a hostile or toxic employee is to let them be until the pressure around them blows and the only choice to manage the conflict is to fire them. Unfortunately, the damage of lost employees, clients and productively left in their wake – often for years – will likely be considerable.

The bolder and better way to manage a hostile or toxic employee is to first accept that a hostile, toxic person may not realize their behaviour. Seriously – they may not… as difficult as that is to imagine. Next, I recommend quickly preparing yourself to have a difficult conversation with them about their behaviour. The great part of this is that while a difficult conversation will likely be uncomfortable, it has not yet reached the boiling level of conflict. A difficult conversation lets you both discuss the issue and gives them an opportunity to choose to change. Conflict usually has only one uncomfortable, messy outcome.

So, how do you prepare for the important difficult conversation and plan your approach? I recommend starting with two simple steps, observe and document.

1. Observe: Take note of the hostile, toxic behaviours you are seeing. What is happening? Where is it happening? When is it happening? With whom is it happening?  Don’t add your interpretation of ‘why’ it is happening. Any ‘story’ you may think is the reason they are being hostile or toxic will likely not be accurate and will not be helpful. Later, during the discussion if they choose to share ‘why’ then let them, but during the observation phase, the ‘why’ doesn’t matter very much.

2. Document: Keep notes of what, where, when and with whom. You want to have hard examples to share and discuss with them. And let’s be clear – this is for discussion purposes, to help them understand what they are doing that is not OK, to perhaps help them see a pattern of behaviour. This is not blame or vindication.

OK, you’ve done steps 1 and 2. Now what? This could be a really long article if I went into detail, so let me suggest the following as reference points on how to move forward. The general sense is to share what you see, explore causes, and to begin building a better path forward that is in-line with the company vision, values and policies.

Steps to having a difficult conversation with a hostile or toxic employee:

1. Consider including HR and / or an HR lawyer, especially in severe cases. They can offer guidance up front, and if things continue or escalate their support will be required, while likely minimizing your exposure.

2. Mention you have something important to share and are eager to find a positive solution versus requiring a disciplinary action

3. Discuss their behaviour. Do not discuss or attack their character – this will make it personal, and you don’t want that.

4. Give direct and honest feedback of undesirable behaviour you’ve observed using specific examples how that behaviour does not support the values and policies of the company. This may be news to them so help them understand.

5. Share the behaviour you expect and how they can support the values and policies of the company

6. Be clear their behaviour needs to change

7. Don’t debate, toxic people are often good at debating meaning, twisting goals and responsibility

8. Discuss consequences if an improvement plan cannot be agreed upon

9. Help them change, develop an improvement plan with them setting clearly defined, measurable goals

10. Offer a coach if the company has access

11. Confirm their agreement / commitment

12. While overall performance discussions should be private, there may be times during a work day you need to stop undesirable behaviour as it is happening. Do it gently and move on – don’t make a public spectacle, just like you should with all employees.

13. Mention you are happy you were able to discuss this and find a positive path forward versus requiring a disciplinary action

14. Document everything, the bad and the good. Especially if progress is being made you will want to discuss and reward that progress.

15. Practice self-care and support care for the rest of the team

16. Don’t let yourself or the team be distracted so that major deliverables and goals suffer

These steps will help you prepare for a difficult conversation with a hostile or toxic employee and find a way forward with (hopefully) the least amount of stress and anxiety.

One last thing. While you are working through the situation with your hostile or toxic employee, don’t forget to care for the rest of your team. They likely need a bit of TLC and support since they have – and may continue to experience some of that undesirable behaviour.

How to support the rest of the team:

1. Be sure to give them positive feedback on their success / their effort

2. Encourage them to focus on their success / their effort

3. Don’t focus on what the toxic person is doing / not doing

4. Encourage others to not talk about the toxic person behind their back

5. Encourage them to give the toxic person support if they see improvement

6. When they need to talk, listen to support them, not discuss the toxic person

7. Offer them professional counselling / mentoring

8. Do your best to insulate them / distance them from the toxic employee

Thank you for reading ‘How to have a difficult conversation with a hostile or toxic employee’.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Great Leaders Create a Culture of Belonging

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy During Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

How To Have Employee And Team Meetings: Be A Great Leader

Being a great leader is about knowing your people and building trust so you can help them to proudly do their best work. But how do you get to know people without sounding personally intrusive and creepy? And let’s face it, work is work for both of you and neither of you need a new best friend.

A combination of team and one-on-one meetings is the answer if you want happy, trusting and loyal employees, high employee engagement and high productivity.

Employee and team meetings don’t need to be long, but, they should be professional in nature (i.e.: not a walk to get a coffee), and I believe employee and team meetings should have a relaxed feeling. The most important outcome of these meetings is that your employees feel important and listened to. This means that besides having the meetings, you have to show them you care by giving them your undivided attention during these meetings; so put your phone away… and have them do the same!

One more thing before we get into how to have employee and team meetings as well as some possible questions to use. If you or they are new to this type of meeting, expect them to be quiet at first. Trust is a big part of this and they may have to learn this is a safe place to share. This also means you have to keep the meetings feeling positive… even when you are discussing a challenge, don’t look for blame, instead look for solutions – what can be done.

Step 1. Establish A Routine

Your meetings must happen on-schedule and be a priority. You can’t cancel them at a drop of a hat and you can’t let your employee(s) cancel them either. When you dedicate time for these meetings and keep them on schedule, this signals to your employee(s) that their well-being, success, feedback and insight are important to you.

Step 2. How To Have One-on-One Meetings

I like to call one-on-one meetings ‘laser meetings’. I design them as 15-minutes long (tops) where an employee and I meet in a private space (like an office or board room). I also like to have them run the meeting. I’m not there to draw information out of them – I’m there to listen, be there for them and engage in conversation. Laser meetings also give employees the privacy to ask questions or have discussions with me that they may not want to have in front of other people or a group. How do I do that? I share with them far in advance possible questions they might want to answer. For example:

1. What are your biggest accomplishments this week / month or with this project?

2. Do you want to give a shout-out to a colleague who you saw make a positive impact?

3. What challenges and/or roadblocks you are facing that might put a deliverable in jeopardy?

4. What resources do you need to help you achieve your goals?

5. How can the team help you achieve your goals?

6. What is something I (your leader) should start, stop and/or continue doing with with the team?

7. Is there something I can help you with to meet one of your personal or professional goals?

8. What is something we can improve upon – as a department or company?

9. What excites you the most about work lately?

10. On a scale of 1-10, how safe do you feel sharing ideas with me and/or with others on the team?

11. How is your workload?

12. Have you felt you weren’t able to keep up your deadlines?

13. What has been taking up the majority of your time?

14. What is your biggest time management challenge?

15. Our core values are ABCDE. Which do you identify closely with – and please describe how?

Now, let me be clear, I don’t expect – or want – them to answer all these questions in one meeting. In one laser meeting we might only get to two or maximum four questions.  I also don’t want a presentation – I want conversation. This is time for me get to know and trust them and for them to get to know and trust me. I also look for a bit of rotation through these questions, and if I notice they were always coming to meetings with talking points based on the same questions, I might ask a few of my own.  I’d also encourage them to come up with their own questions and talking points.

Step 3. How To Have Group or Team Meetings

Group meetings could be run in a few different ways depending on the team and the priorities. From a timing perspective, 1-hour usually works well meetings. If they need to be scheduled as longer because you have a big team and/or there is lots going on, then that is fine.

As with laser meetings, these meetings must happen on schedule. People must count on them and respect them. You respect the meeting means you respect the meeting attendees and purpose.

Let’s assume I’m having a group meeting with my direct reports. I may tend to act more like a chair of the meeting and then go around the table giving everyone equal time. The list of 15 questions would still be relevant, but because it is a group meeting, I might suggest just a few questions in advance they can choose from. For example, I might suggest just the first five, but encourage them to bring up something else if they feel it is pressing or helpful:

1. What are your biggest accomplishments this week / month or with this project?

2. Do you want to give a shout-out to a colleague who you saw make a positive impact?

3. What challenges and/or roadblocks you are facing that might put a deliverable in jeopardy?

4. What resources do you need to help you achieve your goals?

5. How can the team help you achieve your goals?

Step 4. Take Notes

I’m not encouraging you to write down every word they utter, and again I would certainly downplay the need of giving you a presentation. But taking down a few choice words like: “Shout out to Jesse, supported ABC proposal with new analysis,” or “Challenge, Sales Team over-promising delivery dates causing increased transportation costs.” If there is a specific project you are working on, keeping notes based on question #3 is an excellent way for you as a leader to get ongoing updates and track progress.

Conclusion

Employee engagement, alignment, trust and satisfaction is your number one goal when you are looking to have employee and team meetings. Your secondary goal – the thing that will result from these meeting will be increase performance, less waste and greater pride in their own and each other’s work. When these meetings happen, your employees will walk away from the meetings feeling important and inspired instead.

One last thing, be prepared to hear things you may not like… even about your own performance. If you get difficult to hear feedback you should be thrilled because it means your team trust you. So don’t blow it and get defensive. You are their leader – so be a leader. As I said earlier, even when you are discussing a challenge, don’t look for blame, instead look for solutions; what you can do. But, if you are to blame, take responsibility for it, apologize, talk about what you are learning and move on to solutions. This is an excellent opportunity to be a role-model.

Thank you for reading ‘How To Have Employee And Team Meetings’.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Great Leaders Create a Culture of Belonging

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy During Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

Being A Great Leader Today Takes Hard Work

Being a great leader takes hard work, determination, and dedication; it’s a big responsibility. To explore with you what makes a great leader today, I’d like to talk about the elephant in the room so we can all be on the same page. Being a great leader today is a very different job than it used to be. And, while you and most of the people around you may be just beginning or in the middle of your career, I encourage you to recognize many of the management ‘structures’ most of us work within, as well as the mentors we have had at home, school and work have been strongly influenced by ‘old-school’, hierarchical leadership style. It is still a relatively new experience to be a leader of many as four different generations in our workplaces and to have to navigate the needs, challenges and opportunities that today’s highly technical and international work cultures offer. Again, it is a big responsibility.

So what does being a great leader today mean? Well, it has very little to do with being a boss and a great deal about inspiring everyone you work with. It means creating a team out of a group of individuals while respecting and encouraging their individuality. Being a great leader also impacts every email, every conversation, every meeting, every goal strategy session, every difficult conversation, and every performance review; it means we are always ‘on’.

One more thing before we get going because I hear “But I’m an introvert” frequently. Well, I can honestly share I am also an introvert, and I know it is possible to help everyone around you to believe in themselves and what they can accomplish in ways that are comfortable to you so that you can still feel authentic and respect your individuality. But let me also reassure those of you who are extraverts. No matter if you are an introvert or an extravert, both tap into empathy on a regular basis, therefore we can be genuinely empathetic when we are working to inspire people around us. It’s just that each tap into it in different ways. 

If you are still asking the question, “How do I unlock my leadership skills so I can take myself and my team to the next level?” Great! That’s what I like to hear. Let’s explore how you can unlock your full potential which requires through a bit of self-reflection / self-awareness and how you can invest in yourself.

Self-Reflection / Self-Awareness

A high degree of self-reflection / self-awareness is foundational to being a great leader. It is empowering to know how you act when faced with feelings like curiosity, surprise, difficulty, or joy. It is also empowering to know how others “see” you. Are you approachable, warm, trustworthy, curious, and fair or are you the opposite? Do you have a reputation as being dependable and creative or are you known as the first one to look for an opportunity to delay a project or deflect responsibility? In a nutshell (as my dad would say), what are your best characteristics… and which ones might be holding you back, and frankly also holding your team back?

Being self-aware is one of the most important of all the soft skills we will discuss because it provides an opportunity to explore many of the other leadership characteristics of great leaders. It is a process where you can learn about yourself and help you set new expectations for your own personal and professional development. I also want to acknowledge that exploring your own self-awareness takes a bit of courage… ok, perhaps a lot of courage. The journey may make us feel exposed and vulnerable… especially if we believe a leader must exhibit unshakable confidence and authority.

I recommend taking a three-pronged approach in your self-reflection / self-aware journey. 

1. Know you are likely going to hear things that will be a surprise. This surprise may be positive, but may also be… constructive. With challenging news, don’t get defensive, and don’t blame those people who cared enough for you that they chose to trust you and share their observations and experiences. Instead, be grateful and accept the information humbly and with a growth mindset – accept you are going to use that information productively to better yourself.

2. Approach trusted friends, family and colleagues. We cannot rely on only our own interpretation of our impact. If we do we may not see or learn about behaviours that are challenging. And to be fair, we may not see or undervalue some of our most important qualities.
   

   Let your trusted community know you are looking to improve yourself and need their help. If you think they will be hesitant to share this feedback with you in-person, that may already be a red-flag for you. But, if you want to make an accommodation for them, arrange it so that everyone submits their responses to questions anonymously, in writing. Ask questions like:

   a)   Do I inspire confidence within the people I work with?

   b)   When challenges arise, how do I deal with them? Do I inspire calm?

   c)   Do I stay grounded when I feel overwhelmed?

   d)   Do others feel I help them feel proud of their work? How frequently do I do this?

   e)   Do I appear to share information (transparency) or be somewhat guarded?

   f)    Am I a good listener?

   g)   Do I encourage others to share their point of view, thoughts, experience?

   h)   Do I empower others to be able to work independently?

   i)    Do the people around me feel I trust their work and their experience?

   j)    What are my best qualities? What should I keep doing?

   k)   What qualities should I work on? How can I improve?

3. Use a formal 360 type feedback mechanism which is very popular in at-work environments. 360’s are an anonymous feedback process where (as an example) co-workers, people who report into us, colleagues from other teams and potentially even clients and suppliers are asked to provide their written feedback to predefined questions.

Your search should gather information about your success in creating an inspired culture of trust, cooperation, and respect. Are the people you lead guided by shared goals and values and proud of what they accomplish as well as what the team accomplishes?

In the end, recognize there is great power in this exploration since nobody rises to low or no expectations.

Exercise Your Comfort Communicating

Being a great communicator is another of the most important leadership skills. Being crystal clear about the information you share with others as well as how you are sharing that information gives the people around you a rich understanding of what is expected of them. Crystal clear communication is critical to helping those around you feel included, that everyone has the information they need to feel empowered and successfully get their jobs done.

Great communication provides team members a shared focus of their work and greater alignment of the decisions they make whether they are working late at night by themselves or in the middle of a team brainstorming meeting. Being a strong communicator is also an opportunity to reinforce your shared company vision and values; the ‘Why’s and How’s’ associated to their work. Exercising your comfort communicating also means being generous with encouragement and praise.

Simply put, clear understanding, autonomy and responsibility encourage pride in their effort, self-esteem, confidence, and builds leadership skills in others. With more and more of the people working remotely some or all the time, our comfort communicating is now even more important.

Offer Encouragement And Praise When It Is Due

Being a great leader means taking opportunities to make sure people know they are doing well. Once a year during a 10-minute performance review just doesn’t cut it anymore. We all have a need to feel a sense of relevance and progress. You and I want to feel the work we do is meaningful and we are adding to the greater good. The greater good could be the team, it could be the company, it could be our community and planet… or it could be all of these.

Encouragement and praise from other people – especially people we trust and admire is like using a high-performance gasoline. Still the same engine, but now we are empowered to do more… and we do this with an exciting vroom vroom in our step.

And don’t worry, especially if outward praise doesn’t come natural to you. Encouragement and praise don’t have to be complicated (or expensive). Employees don’t need front-of-the room presentations, and they don’t need expensive bonuses (although nobody I know would say no to a cash bonus). Unfortunately, using money as the primary symbol of praise and recognition is a legacy of my dad’s generation. Don’t get me wrong – being paid fairly is important, but verbal and even non-verbal feedback is amazingly powerful… and timely. For example, when you see Bruce doing a great job solving a client issue, tell him… and be specific about what he did well. Say something like, “I saw how you took initiative and worked to fully understand what they needed and then offered a few solutions so they felt they had choice.” Or “Bruce, I noticed how you re-formatted all the tables in the presentation to follow the same layout. Even though content was from three departments, it reinforced how we are trying to project a single source solution.” 

Stay In Touch

Staying in touch is more than going to meetings, assigning projects, and giving or getting updates. Sure, all those things are important and must be done but staying in touch with your team also means listening and being there for them.  

The thing is, staying in touch is a two-way-street. It is an opportunity to get ahead of challenges – sure – but it should be so much more. Staying in touch is an opportunity to build a micro-culture where you enjoy trusting relationships with others, where you learn what motivates people, you get to know them… and you give them an opportunity to get to know you.

I want to encourage you to consider other opportunities to build trust and community by staying in touch. Create a routine where you regularly check in with your employees. Don’t leave these discussions and relationship building opportunities to their annual or semi-annual performance review. For example, have formal monthly meetings with your senior team. In addition, set and prioritize bi-weekly one-on-one meetings with each member of your team (or even a business partner) with the goal of being there for them verses them being there for you. For example, have what I call ‘15-minute Laser Meetings’ where your team member is the one who decides the agenda. They come to the meeting prepared to discuss one or two topics that are important to them and might include:

• Project updates (if that is their choice)

• An FYI on potential risks that may be brewing with a project or supplier

• An outright ask for your help to get buy-in from another department (or person)

• A discussion on how they are feeling overwhelmed by their workload

• An update on some family challenges that may require some workplace flexibility over the next month

• A request for career advice or to help them find a mentor

• A request for professional development training

One amazingly powerful way to build a trusting workplace community and stay in touch is to go macro during some of your one-on-one (and team) meetings. Instead of discussing the detail of a project, discuss the impact of their work and a project on the overall organizational goals and values.

Another way to stay in touch is to recognize success. When is the last time you ended a meeting or video call and simply (and genuinely) said something like, “Hi Paula, I noticed how confident and well prepared you were for the briefing yesterday. You did a great job. I hope you are proud of yourself.” Imagine how inspired Paula will be for the next week… and potentially even longer.

When you are experiencing organizational change, I can assure you that this is a time when staying in touch is imperative. When facing such challenges as navigating organizational change, be transparent about the tasks at hand and infuse your team with a shared vision of how your company can benefit from the impending transition. Continually provide updates and reiterate the plan for moving forward to ensure your employees are aligned and understand how their work factors into larger corporate objectives.

Being self-aware helps you stay in touch. For example, if you are an extravert, being self-aware will help you pull back from what may be a natural tendency to insert yourself into the conversation, or to stop using sentences that start with, “What I would do would be to…”.   Being self-aware may also help introverts give themselves a small push to engage in a different way. If all of this sounds like I’m encouraging you to exercise your soft skills, you are right.

Be Your Authentic Self… And Stretch Your Authentic Self

Can you imagine how many times have I heard someone say, “That is great for you, but that is not me” during a leadership-based conversation. If that is the case for you, here is some tough love. Being authentic doesn’t mean not learning and growing. You were ‘authentic’ when you started your first job. You were still ‘authentic’ last month, and since then I’m sure you have had new experiences that have further developed your authentic self. I’m not encouraging you to be someone you are not, I am encouraging you to be more aware of what is around you, and the opportunities you take to learn, grow and show your authentic self. I’d also encourage you to be curious about how people are responding to you and to situations you are involved in. After a team meeting or your monthly management meeting, do your team members hurriedly and quietly gather their belongings and rush out of your office, or are they usually energized and excited by your meetings?

Self-reflection is one way for you to choose to make a few changes in how you engage with others and from your investment, to experience some of the most immediate benefits, quickly inspiring trust, enhancing your performance, your team’s performance, and everyone’s pride and satisfaction from your shared accomplishments. So, I’m inviting you to decide how you might want to interact differently… for your own benefit and the benefit of those around you.

Find a balance where you can be yourself and still intentionally open yourself to new experiences and new things to learn. If you are an extravert, perhaps work on practicing your patience and listening skills. If you are an introvert, perhaps work on being ‘out there’ a bit more. As an introverted leader, having the structured laser meetings I discussed in the ‘Stay In Touch’ section might be a really good way to feel safe as you push yourself out of your comfort zone.

Being your authentic self through this journey will enable you to build a greater sense of trust… one of the most critical qualities of a great leader. When you are trusted and your team trust each other, each will proudly feel:

• Less stress

• Higher productivity

• Greater engagement

• Greater loyalty

Conclusion

We’ve discussed a lot of opportunity for you to become a great leader. As I was saying to someone just the other day, if you have time to address urgent issues, you have time to be proactive and take care of yourself and your team.

And let me share one last piece of advice. Have fun. Give yourself time to learn and adapt as you dedicate time for self-reflection and regular check-ins with your team. Allow yourself to make mistakes, because if you embark on this journey, you will make mistakes. Just apologize when you do – after all, you are only human.

Be well and happy communicating, leading and creating a culture of belonging.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

Honouring Our Values: Letting Values Be Our Guide During Adversity

Our values draw us toward people we admire and love. They guide our everyday choices and instinctively inform us to what is right and wrong behaviour. Our values are also our superpower when we encounter difficult situations and adversity. When we are challenged, our values help us make difficult decisions, reconciling what we should and should not do (or say and should not say), especially if there is a ‘price’ to pay for our action or inaction.

This article is an exploration of how we can ease our journey through adversity by understanding how our values can help us in a very conscious way.

Step 1. Know Our Personal and Professional Values and What They Mean To Us

Most of us don’t pay attention to our values, and that is OK. When nothing unusual is happening our values sit in the background, like software running on our computer always doing something. But there is still great benefit in taking time to get to know our personal and professional values and what they mean to us.

When we have explored what our values are and what they mean to us, we can use them to make the right decisions quickly and confidently… especially when we have to make difficult or challenging decisions. Knowing our values allows us to confidently stand for what we believe in and to show ourselves respect. This ability to make good decisions quickly also becomes part of our reputation, we become known for our quick, thoughtful, and reliable decision making.

Step 2. Consciously Use Our Values To Explore Challenging Situations

When we feel worried, confused, vulnerable or even threatened, what do we do? We have only two choices. React or Respond. 

When our emotions get triggered you and I react, and risk making less than ideal decisions. When we react our actions are based on instinct and have very little to no analytical engagement. Questions like “Why is this happening?”, “What is most important to me?, and “What are my options,” have a slim chance of being evaluated. We need to accept that when our values are challenged we often will feel uncomfortable, vulnerable and even defensive. But, it doesn’t have to be this way when we spend some time getting to know our values in advance.

We can respond with confidence and clarity of mind when we consciously, purposefully use our values to guide our decisions and actions. When we respond versus react, our values help us understand what is going on, what we are feeling and help us decide what we want to do next. We can evaluate what is important to us, the pros and cons of our actions and confidently be responsible for our decisions. All this may take only a fraction of a second or it may take some time… but it happens.

And, perhaps most important of all, knowing our values allow us to keep from forcing our values and our beliefs on others. I don’t believe our values should ever impact other people’s rights to express their values and beliefs. Challenging situations not only allow us to patiently evaluate a situation, they also allow us to evaluate our values, what they say about us and if this may be a time for us and/or our values to evolve.

Step 3. Use Our Values To Embrace Change and Growth

When we use our values to explore new ideas (or new values) and to consciously decide how we want to respond, means we are also giving ourselves a gift… we are giving ourselves an opportunity to learn, grow and change for the better every single time in a thoughtful, intentional way. Even the experience you are having at this moment by reading this article means you are intentionally using your values (like curiosity). And, even if you disagree with some or all of what I am sharing, the simple act of being thoughtful and evaluating a topic often translates to personal evolution and growth. I love this!

Unfortunately, fear sometimes prevents us from our instinct to grow. Instead of trying something new we go with what we know – what we think is safe but is actually holding us back. For example, how often do you order something completely different at a restaurant… or even choose to go to a new restaurant? I get it… the unknown can be scary and unpredictable. But look on the bright side, what new flavours, tastes and even company are you missing? What new favourite foods and friends might be out there so far… unexplored?

At work we have to accept that in today’s fast paced, highly technical, global market we can’t be expected to know everything. Even the smartest people and the best leaders don’t have all the answers. So, whether it is our personal lives, or our professional lives, we need to try to let our main values be ‘Growth Through Curiosity’ at least some of the time. We can learn to let our fear inform us and even empower us. Recognize that our fear is just letting us know there are new people and/or new information we have not yet had a chance to consider.

Conclusion

Get to know our values and how they can help us and the people around us in so many ways. Our values give us clarity and confidence, because getting to know our values allows us to get to know ourselves better.

Thank you for reading ‘Honouring Our Values: Letting Values Be Our Guide During Adversity’.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• What Is Servant Leadership?

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

Great Leaders Create a Culture of Belonging

Is your superpower the ability to help your employees feel they belong? When employees know they are part of a team that ‘has each other’s back’ and their contribution matters, employees experience amazing mental, physical, and financial health benefits. Imagine how fantastic that would feel. And there is also benefit to your success as their leader and the company when you help your employees feel they belong. Imagine how much less stress you would feel knowing you lead a high-performing team that is loyal, creative, productive and has greater attention to detail (I could go on). Simply put, creating a culture of belonging is a Win-Win-Win.

Create a Culture of Belonging

So, let’s explore how to create an at-work culture of belonging. To do this I think it is important to start by recognizing that every team culture will be unique – just like every family has a culture that is also unique. I also want to recognize that every great leader from Alan Mulally (one of my all-time favourites), to Bob Iger, Jeff Weiner and Reshma Saujani likely have best-practices that are unique to their style and personality… just like I expect you have a style that is unique to you. But to get your creative juices flowing, let me share a few recommendations I share with leaders I’ve coached. 

1.     Be Authentic, become Trustworthy

Be sure you are being yourself. If you try to ‘be’ someone else, others will recognize this and wonder what you are hiding and when you are going to fall out of your act; they wont be able to trust you or their surroundings.

One of the most difficult things for many leaders is admitting they don’t have all the answers. But it’s also important to know that even the very best leaders make mistakes and have something to learn. Learning, listening and pushing your boundaries should be moments of authenticity your whole team expects and duplicates. Another example of authenticity may be if you are participating in training and team building activities. It’s OK to share this is new territory for you as well and that like them, you may feel a bit uncomfortable. The important thing is to find a way to participate, have fun and be part of their team. People respect honesty. Being authentic and transparent will build trust with those around you, and it will likely help others do the same.

2.     Honour Values

Values are not something to keep secret. Values are who we are; they influence our how we respond to joy, pressure, challenges and the unknown.

Your values will influence your behaviour and the decisions you make. Your values are often the things people remember about you minutes, days and even years later. It is difficult to fake values – especially for a long time which is why as a leader, hiring people for their values is often more important than hiring them for their skills. As a leader it is also important to be sure your team know the corporate values and how they can use those values to inform their behaviour and decisions as they work which in turn help your team rely on each other, decisions that haven’t even been made yet and of course, your customer / client experience. 

3.     Have One-on-One Meetings

I’ve always been a big fan of leaders having one-on-one meetings with their direct reports. Typically, every two weeks should work well, however in times of great change, high-stress or high-volume, it may be better to have one meeting each week.

I also want to share my recommendation that as a leader, have one-on-one, ‘welcome to the team, just want us to get to know each other’ introductory conversations with new employees. I don’t mean just your direct reports, I also mean having one-on-one introduction meetings with the new employees who report into your direct reports and even perhaps two levels below (depending on the size of your teams). Nothing says “I matter and I belong” more on day #1 of your new job than finding a meeting has already been booked for you to have a 30-minute one-on-one intro conversation with your boss’s boss for later that week.

4.     Help Others Feel Great

Be sure your team feel they are respected, and their work is relevant. There are many ways to help people feel respected. What is important is to find ways that are natural for you. Here are a few recommendations, but please note, this is not an exhaustive list.

• Option 1. Tell them they did a great job. Give them encouragement, even if they have experienced a set-back. Validate their effort, not only the results, especially if they worked hard but the project didn’t turn out exactly as planned. Success almost never happens the first time, it takes an iterative process so help them feel proud especially when they may be feeling discouraged.

• Option 2. Let them see and/or speak with an end-user of your product or service. Help them hear stories of the meaningful impact and important contribution their contribution has had.

• Option 3. Help them know what happens next with the work they do. Help them see how important their quality work and perhaps their creative work is, and how it makes someone else’s job one step down the line better and less stressful.

5.     Empower Autonomy

Employees are often happier when they feel they have some input over what they do and when they do it, especially if their position allows them to work in a hybrid model.

Empowering autonomy often generates an increased sense of commitment, responsibility, pride in their work and pride in the respect the company provides them. It’s still OK to have some company or department structure. For example, one company I heard of allows flexibility through the week but asks everyone to be in-office every Wednesday to help facilitate community, provide opportunity for spontaneous conversations and to implement formal training. So, go ahead and give them some autonomy while making sure they know you are always available for support, the purpose of a project and the important timelines. They will make the right decisions.

6.     Promote ‘Everyone Has a Voice’

Develop a more productive teamwork model by making sure everyone has a voice – an opportunity to contribute. Practice an attitude of acceptance and glass half full and instead listen to each other’s ideas and learned experience. A great corporate culture recognizes great ideas don’t pay attention to hierarchy and the people who are closest to the clients or manufacturers likely have some of the most relevant ideas. To support this, when someone’s idea is moved forward and/or included, be sure to recognize their contribution.

7.     Nourish Creativity

Embrace new ways of thinking and even go out of your way to be exposed to new ideas and new people. Lead by example so people can see how it ‘works’.

As a leader (and in many ways we are all leaders), encourage and support everyone around you to find ways for them to experience something different at work and outside of work. Ask others what they are reading and watching and consider reading and watching yourself. Attend conferences, take an online class and/or attend corporate training opportunities. Start building a reading library at work for people to recommend and share books and articles. And above and beyond anything, keep an open mind.

8.     Build ‘Familiarity’ Within Your Team

The pandemic has been a challenging ‘friend’ to teamwork and creating a culture of belonging. At the same time, it has provided an opportunity for us all to stretch and grow as we faced new personal and professional challenges including how to connect virtually. I don’t want virtual meetings to replace all in-person communication, but as we move forward. I do hope we can use our newly learned skills and acceptance of virtual connection as one more opportunity to bring teams – especially remote teams together to share each other’s work, to participate in education and training and to find ways to get to know each other as individuals.

9.     Encourage Connection with Community

There are endless ways to connect with our community and none of them must be formal or corporate driven. For example:

• Option 1. Support your team getting together for half-a-day once a month to do something community oriented like visit a Foodbank and pack groceries. Especially if you all can’t be off-line at once you can do this as a team, mini-teams or as individuals.

• Option 2. Ask everyone to pitch in $10 so you can outfit a child from head-to-toe who could use some help as they start playing soccer, baseball, hockey or whatever.

• Option 3. Invite a guest speaker from a local not-for-profit to share what their organization does and how their organization impacts the community.

Conclusion

Being surrounded by others doesn’t mean you and I will automatically feel a sense of belonging. A culture of belonging is all about feeling accepted, of being part of something worthwhile that deepen our sense of importance, pride and accomplishment.

Belonging is so powerful that it becomes part of our identity; it shapes how you and I think, how we respond to things and will influence many of our basic behaviours. The desire to belong is also a fundamental and extremely powerful motivator. As a leader, recognizing the importance and power of inspiring a sense of belonging with those around you - be it at work, with people you share a hobby, people at the gym or simply with your family. Your sense of belonging is an important opportunity to drive success for yourself and for everyone / everything round you.

Be well and happy communicating, leading and creating a culture of belonging within your company or within your team.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Email Etiquette Training

• Having Difficult Conversations

• The Role of Empathy during Difficult Conversations at Work

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

Why Write In First-Person

This article about why you and I should write in first-person is likely my shortest blog post ever… but still very important because it talks about how to build our influence and credibility.

I learned early in my career that in order to write in first person use the pronouns ‘I’, ‘me’, ‘my’ and ‘mine’. And then, when talking of many people use ‘we’, ‘us’, ‘our’ and ‘ours’.

When writing in first-person I’m able to help readers get a stronger feeling of being part of the story / part of the action. The action feels much more like a real experience or opinion which builds credibility for me and the information I’m sharing. Doing this also is also more likely to build a stronger relationship and greater trust. This helps my audience believe the story because they feel I am sharing information and experiences directly and intentionally with them.

Building a strong sense of connection and trust developed through writing in first-person gives greater opportunity / likelihood for readers to not only be informed but also for their point of view influenced by my experiences and my story.

A word of caution, avoid starting every sentence with the word ‘I’. It is far too easy to overuse the word ‘I’ when writing in first-person, like starting sentences with ‘I went’ or ‘I did’ or ‘I felt’ or ‘I thought’. Watch out for this bad habit. When I started caring more about my writing I found that with a little practice this became easier. For example, instead of writing “I felt overwhelmed by all of the activity” perhaps write “There was so much activity it was impossible to concentrate”.

Please know that this is not a complete guide to writing in the first-person, but I do hope it has provided encouragement and some useful how to and why to information.

Be well and happy communicating.

Bruce

Learn More About Bruce Mayhew

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Email Etiquette Training

• Having Difficult Conversations

• Developing Business Stories

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.

What Is Servant Leadership?

This article explores the question “What is servant leadership?” and some recommendations for leaders who want to become great servant leaders.

Servant Leadership as a formal leadership approach has been around since the 1970’s. The positive impact a leader who follows the servant leadership approach has is impressive. It is widely accepted that employees who are supported by a leader who embraces the servant leadership model feel more engaged and purpose driven. In short, employees have greater trust in their leader and as such feel a greater sense of ownership, impact and creativity for their work and often the organization. All of this leads to employees who are more loyal and therefore turnover costs and loss of institutional knowledge decreases. 

I have to say I am not fond of the phrase ‘servant’, instinctively it is a negative trigger word for me and may be for you as well. And yes, I know that in this context it is meant as positive – to intentionally and willingly support others so they can be the best they can be. I liken this to how a parent chooses to put their children’s needs before their own so their children can grow and become the best they can be. Still, I wish that Robert K. Greenleaf who initially coined the name ‘Servant Leadership’ would have found another name.

I think it is important to lay a foundation and share my belief that every one of us can be called on to be a leader, no matter what our official title may be. For example, if people look to you for your expertise during a meeting, you are likely being a subject matter expert and leader in that moment. Therefore, anyone can follow the servant leadership model in their day-to-day work. Let me also share my belief that while an organization may not embrace a servant leadership culture, an individual can still develop a culture within their own department / bubble that embraces qualities of service leadership.

What Is The Difference Between Servant Leadership And Traditional Leadership?

A popular question is “What is the difference between servant leadership and traditional leadership?”

Servant leadership occurs when a leader sees the support and growth of their people (including their personal and professional health and development) as their main responsibility; basically, people come first. The main focus of a servant leader is to support the company’s employees and to provide them with the resources, information, flexibility, training and coaching they need (see my 11 Principles below), so they will be inspired and committed to working together to reach the company goals and market success. Service leadership is about empowering people as a valuable asset and enriching them in order to reach defined company goals.

Traditional Leadership focuses more on hierarchy and a high degree of guidance and influence in what employees do, how they do it and when; basically, company comes first. Following a pre-established process is typical in a traditional leadership model. Employees are given very little decision-making opportunity or autonomy. This ‘distance’ and lack of personal control means employees often feel very little ownership and commitment to their work or the company. The main focus of a traditional leader is to reach the company goals and market success in any way possible using people (to varying degrees) as a necessary resource.

Being A Servant Leader in 2022

Successful leaders in 2022 must accept they don’t have all the answers. New technology, new ways to work, new market conditions, new employee needs and new client needs are constantly shifting our world. Servant leaders embrace this and see this insight as a positive… a superpower that their competition may not (and often do not) have.

Servant leaders empower and inspire their employees to bring their whole self and unique expertise to each task. To do this servant leaders invest time to get to know the people around them. Servant leaders get to know people’s skills, what inspires them, how they communicate, their goals and opportunities for growth. Servant leaders learn how to help others succeed.

The same way a servant leader helps their employees develop new skills and be their best in their personal and professional lives, servant leaders also embrace growth in their own personal and professional lives; they serve as a living example for their team. In 2022, I believe one of the most important attributes of a successful leader is knowing that being a leader is a privilege and must be seen as a constant journey, a never-ending opportunity for each of us to invest in ourselves. There will always be strengths a great leader will have to learn, be reminded of and even re-learn. The moment a leader feels comfortable is the moment they will be losing their advantage.

Bruce Mayhew’s 11 Principles of a Powerful Servant Leader

As I mentioned above, I’m not thrilled about the term ‘Servant Leadership’ so for now I’m going to call these principles my ‘11 Principles of Service Leadership’. In one way of another, many of the people I work with ask me, “What do I have to do to be a great leader?” To be a leader no matter what your title says you are, you have to be committed to a life of learning about and practicing all of the following 11 principles.

1. Acceptance that leadership is a never-ending journey

2. Self-aware (Our Strengths, How We Act, Our Impact on Others)

3. Humanity (Values, Individuality, Empathy / Compassion)

4. Earn Trust (Faith, Confidence, Reliance / Commitment)

5. Vision (Dreamer, Prophet, Communicate Strategic Direction)

6. Transparent (Vision is shared, ‘Why’ is shared, Measurements of Success shared)

7. Foster Inclusivity (A trusted method for Input, Belonging, Diversity, Respect)

8. Be a Gardener to Individuals and Teams (Coach, Inspire, Ownership / Responsibility, Develop Others, Let others fail /learn, Support / Reward, Collaboration / Community)

9. Patience (Stamina, Serenity, A Listener)

10. Competence (Capability, Skill, Experience)

11. Character (Charm, Charisma, A Healer)

Conclusion

A servant leader sees beyond the company goals and ROI and instead actively seeks to develop and empower each employee and to align each employees’ goals and need with the goals and needs of the company.

I encourage you to explore how you can position your employees first and how you can align their goals with the goals of the company. On your own leadership journey, explore how self-aware you are and the trust you may or may not be developing as you support and communicate with others. And don’t forget to invest in yourself. Being a great leader is rarely a natural skill and learning how to be a great leader is not easy and doesn’t happen overnight. If you need help, find a mentor and a coach (I said and, not or) to help you become a better leader.

Thank you for reading “What Is Servant Leadership?”. I look forward to your thoughts, comments, stories.

Learn More About Our Leadership Training

Toronto corporate trainer and executive coach Bruce Mayhew Consulting is in the people business… it just so happens that training and/or executive coaching is involved. Let us help you improve your productivity and employee engagement.

To learn more about how leadership training can to improve your skills call us at 416.617.0462.

Bruce Mayhew Consulting's most popular programs are Email Etiquette Training, Difficult Conversations, Generational Differences, Leadership Skills Training and Time Management Training

Related Workshops That Drive Business Success

• Email Etiquette Training

• Having Difficult Conversations

• Developing Business Stories

Toronto based corporate trainer and executive coach Bruce Mayhew Consulting offers leadership training and professional development across Canada and the USA.