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By Karyn Buxman. This was originally published on Karyn's blog.
The travel gods smiled upon me. My bag and I both arrived at the same airport at the same time, traffic to the hotel zoomed along, and the line for hotel check-in was shorter than the TSA’s. As I made my way to my room, I observed this hotel’s unique (and somewhat goth) décor: elegant, comfortable... and dark. Dark! Dark! Dark! The walls were black, the furniture was black, I even think the water was black—but I couldn’t tell because, well, it was so DARK. (And I’ll let you guess what color the ballroom floor and the staging were...) The meeting began and halfway through my presentation, I stepped forward to make a dramatic point...and walked right off the front of the stage. (Picture Wile E. Coyote stepping off a cliff.) As you might have guessed, the black carpet and the black stage floor merged visually, leaving no hint that there was a drop-off there. The audience gasped, wondering (in the dark) if I was injured; then they held their collective breath. While the stage was only four feet high, the fall seemed to last forever. Thoughts raced through my mind. Would I bust my butt? Break my neck? End-up paralyzed? Is there a lawyer in the house? Wham! I landed flat on my back. The wind was knocked out of me, and for several moments I was unable to breathe—my mouth gaped open and closed like a fish out of water. The audience sat in stunned silence. Being a long-time speaker, I’d maintained a death-grip on the hand-held microphone. And then I pulled out the “saver-line” that I had tucked neatly away in the back of my mind for just such an (unlikely) occasion. I sat up, looked at the audience and said, “And now I’ll take questions from the floor.” The audience laughed with relief and applauded as I climbed back up onto the stage. I refused to let them see how badly I’d bruised my ego—and my bottom! Some members of the audience thought I’d actually done it on purpose! (“Oh, she’s so clever!”) Good grief! But like a magician who never divulges “how it was done,” I didn’t tell anyone that it was “planned spontaneity” that saved my...butt. Planned spontaneity is a great little technique for sales professionals. Hold on, hold on—I can hear several of you in the back, murmuring, “I don’t need any planned spontaneity! I’m witty, I’m quick, and I perform best under pressure.” Hey, good for you. Now get over yourself and take a tip from one of my teachers in the world of Improv: “You need to be sharp and quick to perform Improv, but you also need to practice. Practice, practice, practice. Only a fool goes up on stage armed only with his ‘natural born’ talents. Yes, it’s possible to ‘get by’ for a while. But if you want long-term success, you might want to follow in the footsteps of the greats who are brilliant—folks like Carol Burnett, Will Ferrell, Bill Murray, Tina Fey, and Chevy Chase.” A novice salesperson often lives on the edge by being only marginally prepared. A professional salesperson expects the unexpected. You prepare responses for sales resistance, right? You’ll be doing yourself a big favor if you also prepare for unlikely, and even outlandish, situations. Quick, answer each of these questions. You’ve got two seconds to respond. If you delay any longer you’ll get the gong. Ready? Go! You’ve prepared meticulously for the 30-minute slot your prospect has allotted you for your sales presentation. As you walk into their boardroom your contact whispers to you that your time has been cut to 10 minutes. Now what? You’re addressing a ballroom full of potential clients and the sound system goes down. What do you say? You suddenly get the hiccups. Your PowerPoint goes down. Aliens land in the client’s atrium. When the unexpected happens or—heaven forbid!—you make a mistake, humor can be the saving grace. I’m not saying you should just laugh off a serious mistake. However, when used mindfully, humor will decrease the tension, acknowledge the error, and provide some comic relief. Done well, it can also show others that you have the ability to laugh at yourself. The manner in which you respond may actually strengthen your relationship with that prospective client. If you listen carefully to successful comics and politicians, you’ll begin to notice the saver-lines they pull out after a snafu. They’ve thought ahead and crafted a clever response (probably several responses) should the need arise. * * * Try this: Start writing a list of the possible—and the probable—mistakes, glitches, problems, interruptions or Freudian slips you might experience. Then write a list of possible comebacks. (Capture every idea. Later on you’ll edit-out the lines that are really funny, but are inappropriate to use. [Save those for your stand-up act!]) As you develop your own potential saver-lines, pair them with your possible blunders. Now practice them. Aloud! Why? Because the goal is to get them well-planted into your subconscious mind. Practicing in your head is good, but practicing aloud is great. By saying the words aloud, you are literally putting words in your mouth! And when you actually say the words, and hear yourself saying them, you are creating more connections, and stronger connections, between your neurons. So when the need arises, your response will come of its own accord, and appear to be spontaneous. Mistakes happen. As a sales professional, you can plan ahead and use humor strategically to acknowledge a problem and bounce right back. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success!
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By Colette Carlson
Chloe, a teeny fifth grade student worked the concession stand for basketball games to honor her student council volunteer requirement. One evening, a group of eighth grade boys approached the concession stand and proceeded to mock her petite frame. Rather than shrink in the moment, Chloe looked them square in the eye and said, “I volunteer my time to serve you, and I expect to be treated with respect. You can leave until you can address me in a respectful manner.” When the brat pack returned later for snacks, their behavior modeled Chloe’s request. When Chloe’s parent shared her story with me following a presentation, my heart swelled with warmth at the strength, character, and boundaries shown by such a young girl. Moments later, it deflated while listening to individuals decades older disclose current-day struggles surrounding self-respect. If you don’t treat yourself with self-respect, others with follow. Only when you fully respect yourself by owning your worth will you develop healthier relationships and deeper connections. Here’s three ways to show yourself respect: 1. Speak up. Take a clue from Chloe on this one. Whether a colleague consistently interrupts during meetings, or a neighbor’s dog leaves deposits on your lawn, give yourself permission to express your feelings respectfully when you feel disrespected. Remain calm and stick to observed behaviors. “Jerry, seven times during our morning meeting you cut me off mid-sentence. Perhaps you were simply excited to share, yet I would appreciate you holding your input until I’m finished with mine.” The more uncomfortable the situation makes you feel, the more you need to assert yourself to honor yourself. Even when it’s hard, the truth is always the way to go. 2. Create boundaries. Without clearly-defined boundaries, you’re a sitting duck for overbearing, pushy, or manipulative individuals – as it’s easier to be persuaded, taken advantage of, or harmed. For example, you may let co-workers grab plumb assignments, interrupt you during your time of “flow” or you consistently work late to finish the job while everyone else leaves early. In your personal life, you may let children dictate your schedule, cater meals to fussy eaters and allow a mother-in-law to call the shots. Instead, decide what YOU want. Stake a claim and stand your ground. Remember, there’s a difference between making compromises and being compromised. 3. Self-respect starts with self-care. In today’s world where the hours between work and life are blurred, making time to make yourself a priority has never been more challenging. Some days even I struggle to choose nutritious foods, move my body, and get enough sleep even though I’ve experienced the power of self-care resulting in a 50 lb. weight loss years earlier. During those moments I stay motivated by telling myself healthy actions show appreciation to my body in return for how wonderful this vessel treats me. I set the clock and give myself 10 minutes to move, meditate, or journal. I remind myself that taking care of myself translates to my ability and energy to be present and care for others. Qualities necessary for genuine connection. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By John O'Leary. This was originally posted on JohnOLearyInspires.com. When John O'Leary was 9 years old, he suffered burns over 100% of his body and was expected to die. He is now an inspirational speaker and bestselling author, teaching more than 50,000 people around the world each year how to live inspired. John's first book, ON FIRE: The 7 Choices to Ignite a Radically Inspired Life was published March 15, 2016. John is a contributing writer for Huff Post and Parade.com. John is a proud husband and father of four and resides in St. Louis, MO. Order John’s book today anywhere books are sold.
After an early morning flight from St. Louis, a layover in Phoenix, and a smooth landing in San Diego, it was time to launch into the day. With a couple coffee meetings scheduled and a speaking event that afternoon, there was little time to waste. Free to move about the cabin once the ding had sounded, I unhooked my seatbelt, slid into my suit coat, grabbed my overhead bag, and raced off the plane. The bustle of the airport was palpable. The floor gently vibrated; the terminal reverberated with laughter, conversations, and PA announcements. With individuals bustling about everywhere, I swam right into the middle of the sea of activity, tugging my bag, hurriedly moving toward my ride, my meetings, my day. In the middle of this packed airport a man in front of me seemed to split the sea. Strutting at a casual pace, he ventured directly down the middle of the terminal scattering those both racing toward him from ahead and passing him from behind. Following him for a bit, he seemed indifferent to the chaos around him. He kept a steady pace, never glancing anywhere but forward. In switching lanes to speed past him, I noticed in his right hand a long white cane rhythmically darting left and right; glancing closer I saw dark glasses covering his eyes. Completing the pass and continuing on my way, I was amazed how what most of us struggle doing with our vision, this gentleman was capably doing without it. Not far ahead I noticed several sets of escalators and stairs. For the first time since deplaning, and maybe even for the first time that entire day, I stopped racing forward. I stopped trying to get my work done, or to my meeting, or sprint through my day. I slowed my advance, waited for him to get closer, and then greeted the gentleman: “Excuse me. Hello…would you mind if I walked with you?” He responded that he’d actually appreciate it. I stepped closer to him, extended my left arm, he felt for it, took it, and together we continued. As we made our way through the waves of commotion, down an escalator, past security, and toward the baggage claim we made small talk. His name was Jesse. He was coming from Colorado and visiting a friend in California. He worked in IT and was comfortable traveling by himself and navigating new places. After all, he’d been doing it since birth. Having spent significant time with others who have perceived disabilities, I asked if he appreciated the help or resented the request? Jesse shared that for most of his life he turned down any mention of help, any guide, any suggestion that he was less than capable. He then described that refusal to accept aid as stupid pride. But Jesse shared that since he no longer views what he has as a disability, he is more than happy to accept offers of help. He added that accepting help didn’t degrade him; it elevated those who helped him. After successfully arriving at baggage claim and rendezvousing with his companion, I turned to face Jesse, shook my new friend’s hand firmly and told him it was an honor to walk with him. Seeing his face a bit taken aback by my unusual handshake, I added that if he was wondering why my hands felt a little different than the majority of hands he’d shaken in the past, it was because I lost my fingers to amputation after being burned as a kid. But quickly added that if he agreed not to see my hands as a limitation in my life, I would agree not to view his lack of sight as a limitation in his life. He smiled, looked at me and replied, “Well, John, you could have purple skin, orange eyes, and a polka dot tail, and I wouldn’t care. What I CAN see is two guys who aren’t limited by the challenges.” Open Your Eyes to See Yourself and Others as “More” My friends, we all face individual challenges. We endure limiting beliefs, addictions, physical challenges, emotional insecurities, pangs of grief or doubt or anger. Getting transfixed on the challenge, the adversity, the abnormality, of the perceived disability is both common and unhelpful. And we are as likely focusing on all that’s wrong as we walk through an airport as when we stare into a mirror disappointed by the reflection. But since there is no greater disability in society than the inability to see a person as more, choose to see the ability, the possibility, the beauty, the good. Choose to see yourself and others as so much more than some limiting perspective. Choose to see more. It will shape the way you walk through an airport and the way you approach the days, weeks, and life ahead. This is your day. Live Inspired. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
One area that receives the lowest scores when we conduct a guest encounter audit for a client is the lack of smooth transitions during the transaction. Imagine a track relay team: one runner has the baton. As he approaches the next runner, they stride in unison for several lengths. He then passes the baton without losing stride. What does this look like in a business setting? When a Transition Does Not Work Let’s say we follow a couple into a bank. They are greeted by a teller at a teller window, and they explain that they want to see a loan officer about buying a car. They share the story of car shopping with the teller who nods, smiles, and listens. However, when she phones the personal banker, she only says, “Somebody’s here to see you.” A failed transition. A dropped baton. When a Transition Works Again, our couple enters the bank. They share their car shopping story. This time, a teller calls the personal banker and says, “I have a couple who would like to see you. Are you available?” She then escorts them to the office and makes a transitional introduction. “Amy, I’d like you to meet Ted and Martha Brown, clients of ours. They would like to talk to you about a car loan. Ted and Martha, this is Amy Thompson, one of our personal bankers, and she will be happy to provide the information you need.” If the teller is unable to leave the counter, then the same message can be communicated by phone without the formal introduction. When the personal banker comes out of the waiting area to greet the clients, she needs to communicate that the baton was passed. “Good afternoon, Mr. and Mrs. Brown. I’m Amy Thompson, your personal banker. Please follow me to my office.” Once in the confidential space, she continues, “Mary tells me you’re interested in getting a car loan, and I’m happy to help you with this.” A successful transition. A smooth baton pass. A transition that works leaves a favorable impression. Transitions by phone are also important. Have you ever called somewhere knowing that the first person who picks up is not going to be the person to answer the question you have? In order to transfer you to the right person, they ask you to tell the long version of what you need. When you’re done, they say, “One moment. Let me connect you.” And then you have to start all over! Better service would sound like this: “After getting enough information from you, I’m going to call and give a summary to the staff person who’s going to help you.” After the staff person makes a smooth baton transition, the next person in line to take care of you would say, “Mrs. Larson, this is Kelly in the billing department. Mary tells me that you have a question on your last statement. I have it pulled up here on my screen. Let me just confirm that I have the right account, and we’ll see where that extra charge is coming from.” That is a smooth transition. Put Transitions in Place Put professional, planned transitions in place using these simple steps:
However, if your team is not accustomed to proper transitions, you may need to have a few practice sessions. Work to find the right sentences to use, and make sure that every team member understands his or her role in the pass off. Soon it will be second nature in your sales process, and the positive customer service reviews will be sure to increase. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Zonya Foco
When my son started back to school recently, I started thinking about last year and how so many of his fourth-grade classmates suffered multiple colds and bouts with the flu. Even though my son was exposed to the same environment every day as his classmates, he never “caught” one cold or “came down” with the flu all year. Why is that? Could eating the right food and taking the right supplements such as probiotics boost his immune system to keep him healthy? I think so! Read on to find out why. What are Probiotics? Probiotics are live microbes, referred to as “good germs” or “beneficial bacteria,” that when eaten in sufficient quantities, provide a health benefit. How? By helping balance bad bacteria (that we all have) with good bacteria (that we all need). Meet the Human Microflora Our health depends on a very “alive” and balanced microflora. The human microflora lives in the moist tissues of our eyes, nose, mouth, lungs, vagina (for women), skin and intestines. Altogether, this makes up almost three pounds per person. Microbiologists and immunologists have referred to this three-pound tissue/microflora as “the forgotten organ” that supports our immune system. Gary Huffnagle, PhD, one such microbiologist and immunologist at the University of Michigan and author of The Probiotics Revolution, says every time we go on antibiotics, it’s like taking a sledge hammer to that organ. Ouch! Take a look at some of the health problems that could occur when our microflora has been “sledge-hammered” and is no longer alive with “good bugs”
Probiotic Food Sources Currently, food that contains probiotics are primarily dairy products including yogurt and kefir (a tart drinkable style of yogurt containing beneficial yeast as well as friendly probiotic bacteria found in yogurt). Look for the label to say “live active cultures.” Kashi also offers a dry cereal called “Vive,” enriched with shelf-stable probiotics. An awesome “probiotic dessert” is vanilla yogurt (my favorite is Stoneyfield Organic) with fresh or frozen blueberries, strawberries or cherries, and ground flaxseed, wheat germ or Kashi Vive cereal mixed in. This is especially advantageous to your immune system when this “probiotic dessert” replaces a bowl of ice cream! And it’s delicious enough to be completely “kid-approved!” Probiotic Supplements What if dairy products don’t “agree” with you or you just don’t like yogurt? What if you are facing one of the above-mentioned health conditions and you would like to seriously “rebalance” your microflora to an optimum “alive” state? These are all good reasons to use a probiotic supplement, and there are many from which to choose. Your choice should be one that offers at least two different strains of bacteria and at least 1 billion friendly bacteria per dose. It should also include a “prebiotic” which is literally the food that allows it to grow once you ingest it. I also recommend choosing one that does not require refrigeration, is convenient to take and tastes good. Be Patient When Adding a Probiotic Supplement While many people report an improvement in their digestive issues within three days, something as “invisible” as boosting your immune system is harder to notice. You should also know that taking a probiotic supplement may actually give you gastric upset at first, so begin with half a dose and increase gradually. Additional ways to support the immune system for back to school
Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Ron Culberson. With a master’s degree in social work, Ron Culberson spent the first part of his career working in a large hospice organization as a clinical social worker, middle manager, and senior leader. As a speaker, humorist, and author of "Do it Well. Make it Fun.The Key to Success in Life, Death, and Almost Everything in Between", he has delivered more than 1,000 presentations to associations, government agencies, non-profit organizations, and corporations. His mission is to change the workplace culture so that organizations are more productive and staff are more content. He was also the 2012-2013 president of the National Speakers Association and is a recognized expert on the benefits of humor and laughter.
For years, I’ve bragged about turning a social disability of talking too much into a lucrative career as a professional speaker. My loquaciousness (that’s “blabbing” for you non-talkers) works well for my job but can be a challenge for my wife who has spent the last thirty-one years becoming a professional listener. Thankfully, she rarely rolls her eyes. To this point, I’m reading a book called Quiet: The Power of Introverts in a World That Can’t Stop Talking by Susan Cain. In the book, she describes how introverts function in a world that seems to put a greater value on being an extrovert. It’s a wonderful read and I related to it in some surprising ways. You see, most people would describe me as an extrovert since I’m very comfortable in front of a crowd—as suggested by my career. I also enter new situations relatively comfortably, I hold my own in most conversations, and I am quite charming to boot (Note: this is a personal opinion that may not be shared by others). But, here’s the interesting thing: I’m also an introvert. I value my quiet time. Reading is a fun activity for me. And working alone in the yard is like therapy. Plus I don’t mind being alone with my charming self to boot. So, I’m comfortable being with people and I’m comfortable being apart from them. The term for this is ambivert. While it sounds like a flexible vegetable, it perfectly describes my conflicted personalty. Here’s how it works: I’m energized when I’m around people and as a result, I tend to go into performance mode. I talk, I tell stories, I share jokes, and I connect with others. But I get a bit overwhelmed if I’m around people for too long or when I have to mingle with new acquaintances for an extended period of time. Ironically, that’s what I do for my job—I travel all over the country speaking at events and interacting with people I don’t know. Go figure. But here’s how the ambivert plays out. When I’m onstage, I’m talking in front of people and that fires up the extrovert/performer in me. However, it eventually drains me, and I don’t have much extrovert left to interact during the meals, the receptions, and the book signings. My challenge is managing my ambivert-ed-ness by balancing the need for human connection with a counter need for being alone. If I get drained, I have a tough time functioning. However, if I find ways to recharge, I handle both situations much better. In the book Quiet, Cain shares a number of different research studies that suggest most work environments don’t understand that people may need time alone to be their most productive. There are meetings, brainstorming sessions, and open work spaces which all work against an introvert’s desire for a quiet place to be creative. And ironically, the extroverts don’t function much better either because they spend their time talking and interacting without getting enough done. The organizations that recognize the need for quiet space and interactive space can change the work environment so that they are both introvert- and extrovert-friendly. Because, everyone doesn’t work or function the same way. For instance, a friend of mine, who is an introvert, can withstand a group situation for a few hours and then he completely shuts down. Once we were having dinner with a dozen other people and towards the end of the meal, he simply stood up and said, “I’m done. Goodnight.” We all laughed because we understood his introverted-ness had had enough. He needs quiet time during his day to balance the people time. Similarly, another friend is not comfortable being alone. She needs to be with other people or she gets a bit stir crazy. So, she’s always planning the next event where she’ll be able to hang out with friends or family. She loves an environment where there are work groups and brainstorming sessions. The key to managing the introvert and/or the extrovert in us is to recognize which way we lean and to make sure we recharge the right part of us. Here are some tips:
Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Kristin Baird
We all judge our experiences differently. What is most important to me, may not be at the top of someone else’s list. And vice versa – what someone else sees as most important may not matter at all to me. The only way to find out what is most important to your patients is to ask. If you don’t ask the question, you won’t find out. In spite of this simple logic, many patients go through both inpatient and outpatient encounters without ever being asked what is most important to them. And that is a missed opportunity. When we teach rounding, we encourage nurses to ask, “What is most important to you during your stay with us?” during their initial admission process. Not only does this question help the team to prioritize, but it reassures that patient that you are interested in them just by the act of asking. Even though this best practice has been recommended for years, I only see it successfully implemented about 20% of the time. The good news is that it can be implemented immediately without spending a dime. What About Ambulatory? Asking this question works in ambulatory settings as well. Make it a habit to ask when patients are being roomed and having their vital signs taken. Ask, “What is most important to you about your visit today?” Another way of asking is, “What is the most important thing you want to accomplish during your visit with us today? Everyone appreciates knowing that their feelings and priorities matter. It also helps the provider in knowing what to discuss. Want to know what matters? Ask. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Kathy Dempsey
For centuries, people have sought to find a systematic way to understand human behavior and to explain the differences in others. Our expanded comprehension of psychology and advances in research has led to an evolution of different models based on concepts dating back to Hippocrates in 450 B.C. Interestingly, many models have one common characteristic: they group behaviors into four categories. SHED Styles describe how people deal with change. There are four SHED Styles and all of them respond to change in different ways. The four SHED styles are Stabilizer, Hedger, Energizer, Driver. Although each of us comprises a mixture of ALL four, everyone has a preferred style in which they behave and communicate with others. Very few people realize: We are only 25% effective when we don’t adapt our style in response to others. When I developed the SHED Style Model in 2007, I created a behavior assessment tool with four categories as well. It was based on the powerful metaphor of shedding. Although accurate and powerful, it was more concise than others and quick to learn. People immediately knew that the words Stabilizer, Hedger, Energizer and Driver meant SHED! There is no need to translate category names, colors, etc. This assessment tool does not depend on a long evaluation or lengthy report. Adaptation is the key in life today. The tool’s primary focus is to provide practical strategies on how to effectively lead and manage rapid change. The goal in utilizing this tool in the workplace is to: • Engage employees • Reduce negativity • Increase productivity • Improve bottom line results SHED includes: Stabilizer Stabilizers create a stable and harmonious work environment. They provide caring and consistency. Their focus is on cooperating with others to get the job done. They demonstrate patience and are extremely good listeners. Hedger Hedgers create order and bring a systematic approach to the work environment. They provide quality and accuracy. They excel in finding logical solutions. They demonstrate attention to detail, and weigh out the cons and pros. Energizer Energizers create life and inspire others in the work environment. They look at the positive side and the unlimited possibilities. They demonstrate enthusiasm and a fun-loving desire to connect with people. Driver Drivers create results in the work environment. They provide action, set goals and quickly move towards accomplishing them. They take control of situations, solve problems and accept multiple challenges. The power of any assessment tool is increased awareness. This is the critical first step in making positive changes at work and life. Most successful people know themselves well, recognize their strengths and know their opportunities for growth. Knowing your SHED Style can help you by: •Raising your awareness about how you think about how you deal with change •Understanding why you react the way you do when you encounter a change at work or in your personal life. •Recognizing the SHED Styles of people you work with can help you in communicating better with them when dealing with change. •Learning to quickly adapt your SHED Style will make you 75% more effective! Learn your SHED Style here. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Kathleen Passanisi. Kathleen Passanisi PT, CSP, CPAE is an internationally recognized transformational speaker, therapeutic humor expert, healthcare professional and author. She has spoken to bajillions of people about life balance, wellness, the power of perception, and the link that exists between humor and health. Kathleen is a member of the National Speakers Association Hall of Fame and the funniest woman in Lake Saint Louis, Missouri (and, quite possibly, the Western Hemisphere.) For more information on Kathleen's presentations, books and products please visit the New Perspectives website at www.KathleenPassanisi.com
If you'd like to deny the quickly approaching end of summer, don't check your mail. Keep your television off at all times. Stealthily extract and hide the advertising insert of your local newspaper. But, if you're like most of us, it's too late. You already know which anti-summer culprit is lurking in the shadows en masse: school supplies. Pencils, colored pencils, markers, highlighters, ballpoint pens – the writing is on the wall. The time for play is over; it is once again time to learn. But what if you aren't heading back to school? Once you've received your diploma, certificate, or plaque are you exempt from all future cramming? Don't the tests come more frequently now that you're behind a different grown-up-sized desk? Enroll yourself in a new kind of class: Stuff You Already Know, But Don't Know It. You are the teacher. Here is your syllabus: Lesson One: Learn From Your Mistakes No doubt you've heard this one a million times, but now is your chance to put it into practice. The first step, and the hardest step, is admitting you made a mistake. We are so quick to blame circumstances, our co-workers, or chance for our missteps. And it's all because mistakes are scary! The threat of punishment or embarrassment looms over us. Have the courage to own up to your error, even if it's only privately. Only then can you dissect what went wrong and move forward. Treat it like a math problem. Break it down into non-emotional chunks. Tackle one at a time. What is the immediate lesson to learn? Is this mistake part of a bigger pattern? What can you do today to take a step in a better direction? Pop Quiz: Choose a mistake you quickly blamed on someone else. What made you afraid enough to immediately shirk responsibility? Why did you blame whom you did? What lesson or experience did you deny yourself by doing so? Gold Star: Pat yourself on the back. The only people that make mistakes are those who are willing to take risks. Give yourself a Gold Star for Bravery! Lesson Two: Learn from your Successes This sounds easier already, but that may not be the case. Often after a success, relief and joy run away with our minds. Moments later, we find ourselves thinking, "Wait, how did I do that?" Or, we cut our celebrating too short and bury ourselves in the next issue. Journaling throughout a process is a great way to document the road to success. Be specific! What were your concerns along the way and how did you handle them? What were the high points and low points? Did you have help or were you wandering solo? And, once you achieve your goal, relish that feeling. The Law of Attraction tells us "what you focus on expands." The most successful people in the world consider no other option but constant success. Allow yourself to think like a mega-millionaire. Move forward with confidence in your abilities and joyful hope that the next project will be even more rewarding. Pop Quiz: What was your biggest recent success? Did it over-shadow any smaller victories? Focus on the feelings of "success," both large and small. Journal the sensations and thoughts you experience. Save them for a time when you aren't feeling as strong. Gold Star: High-five! Not only did you succeed in the first place, you didn't stop there. You have the ambition and you are not afraid to use it. Give yourself a Gold Star for Confidence! Lesson Three: Learn from your Competitors According to BusinessWeek, a great way to get a leg-up on the competition is to study your competition. Charlie Fewell of Charlie Fewell and Associates writes that "the quickest way to learn how to be successful is to check the playbook of your competitors." In the Super Bowl we would (and recently have) called that cheating, but in the everyday world, it's research! Fewell offers the following tips on how to study your rivals: identify them and their level of success, analyze their website and marketing materials, mingle with them at conferences and social gatherings, and note their community visibility. Fewell intended this plan for people who strive to be business owners, but it's just as applicable for stay-at-home moms. Jealous of the June Cleaver clone next door? Read her blog and steal her tips. Join her book club or invite her to your BBQ. If this all feels too sneaky for you, you can consult the ultimate text on this subject, Stephen R. Covey's classic The Seven Habits of Highly Effective People. Pop Quiz: Who is your main competitor in business and in life? What admirable qualities do they exemplify for you? What are they lacking? What unique strengths can you use to improve upon their model? Gold Star: Two thumbs up! Going against the Big Bad Wolf (or your next door neighbor) requires cleverness, diplomacy, and stealth. Do you feel a little like Nancy Drew? Give yourself a Gold Star for Ingenuity! Lesson Four: Learn From Your Friends Swapping stories, celebrating achievements, being a shoulder to cry on. These are all coping mechanisms you probably use with your friends. Friends bond over shared experiences. They often face the same challenges and share the same fears. Look at your social circle like a team. If one of you wins, you all win, and if one of you fails, you all stop and consider the best ways to move forward. Be a supportive, helping hand and you'll find you have several when you need them. How can your past mistakes move you all in a better direction? What can a friend's recent triumph teach you? Pop Quiz: What struggle do you share with your best friend? How do they handle it differently and to what level of success? Where do you see eye to eye and where do you strongly disagree? What qualities do you most admire in them? Gold Star: Group hug! If you're able to learn from your friends, which must mean you have them. You are a kind, honest, and loyal person. You understand the value of friendship and work hard to maintain it. Give yourself a Gold Star for Congeniality! Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
In an episode of Seinfeld, George Costanza says, “You can stuff your sorries in a sack, mister.” He meant, “Your apologies are not accepted!” Are you using sorry statements in your business or organization? Many companies are quick to say “I’m sorry,” because they believe the statement comes across as great service. That’s just not true. I urge you to save your “Sorry” statements for when an apology is truly owed. I am amazed how often I see “Sorry” signs that could be worded differently. Several years ago, I was in an electronics store with a choice of four cash registers to ring up purchases. Even though it was a busy holiday shopping day, only one register was busy; two were open with no waiting, and the fourth had a sign on it that read, “Sorry for the inconvenience. This register temporarily closed.” First off, I noticed the sign was a professionally printed one, so there was nothing temporary about the situation. This sign was put in front of any register they didn’t want to use as a way of saying “We’re not using this lane right now.” “Sorry” is the first word on the sign. Way back in their subconscious minds when customers see “Sorry,” they feel slighted rather than served. The sign should read, “We would be delighted to help you at any one of our open registers.” See how much better that sounds? Do you have any “Sorry” signs up right now in your place of business? What about verbal “Sorries” to customers? Recently, I did a training session at a hospital. Twelve different groups of employees with an average of 50 people in each group attended. During each session, I asked this question: “How many of you say sorry to someone every day at work?” More than half of the hands went up in every class. That means that this organization says “Sorry” over 9,125 times per year to their patients and patients’ families. Great service? Perhaps stuffing the “Sorries” is in order. Take a tour of your building or office and look for the “Sorry” signs. Revise what you say to give the information without the apology. Discuss how often and in what situation you find yourself apologizing to your guest. When you determine an apology is owed, find the best way to say it. If you decide an apology isn’t owed or it’s just a habit, start creating your list of replacement sentences. Yes, stuff your sorries in a sack. You will not miss them. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! |
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