By Colette Carlson
Leaders encourage new team members to ask clarifying questions surrounding a project, protocol or procedure. Connected leaders take it one step further and reassure individuals to reach out for support or help when needed. Yet, too many individuals still hesitate asking for what they need to succeed demanding that leaders change their approach. According to an article in Harvard Business Review, a call center experiment may hold clues to creating a safe and supportive “asking” environment. The Challenge: The company’s rapid call center growth (tripling in size over a five-year period) left insufficient time for training to support their financial advisor clients. Wanting to look good in their supervisor’s eyes, new hires hesitated asking for help or saying, “I don’t know. Let me find out.” This increased call volume as clients chose to call back until two out of three answers received were alike. The leaders gave their teams a clear vision: Change whatever it takes to prevent clients from living by the three-call rule. The Experiment: First off, management made it safe to experiment by keeping, but not compensating, call center service agents on metrics for four weeks. To show they were serious, white lab coats were distributed and input solicited. The first experiment resulted in a “Bat Signal” agents could press when needing informational support, but they still hesitated as the device clearly signaled they needed assistance. In addition, everyone assumed someone else would jump in to help, leaving the requestor helpless. Even after someone was assigned as Bat Manager, other demands often meant they weren’t at their desk to receive the signal. The experiment shifted to a private “Bat Chat” channel where new hires could directly connect with specialized departments, but that also failed. However, when the “Bat Chat” channel was launched to the entire call center, everything changed. Although management anticipated that new hires would be connecting and asking for support from each another, that wasn’t the case. Turns out, only when seasoned team members modeled the behavior and asked each other for additional support, did new hires follow suit. As the article’s author Joe Brown noted, “When they were just another voice in a crowded room, they felt safe to ask questions. So, the key wasn’t in giving newbies special treatment, it was making them feel normal in saying, 'I don’t know.' And a nice added benefit of the Bat chat? Those long transcripts became a searchable library of answers for future service agents.” My Takeaway: Leaders must get their own ASK in gear if they expect others to feel safe enough to follow suit. Put your pride on the side, show your vulnerability and ask for support when necessary. Not only will you be doing yourself a favor, but you’ll be leading the way for others to do the same. 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
Effective leaders know deliberate learning is not optional, but a requirement of growth and success. Consistent learning demands an investment of time, money, and energy, but the price paid pales in comparison to the abundant returns in awareness, understanding, and the development of richer connections to people, places, and ideas. Which begs me to ask, how often do you invest in the following three areas to receive the greatest return both on and off the job? 1. The Leader-Reader Connection As someone who studies successful individuals’ habits, the common thread of voracious reading never fails to show up. From Oprah or Bill Gates to my most recent client, COO of Raintree Systems, Terrance Sims, these leaders are disciplined in their practice of carving out time to read. According to a New York Times article stating that Gates reads over 50 books a year, he mentioned that reading is still the “main way that I both learn new things and test my understanding.” Gates also has taken an annual two-week reading vacation for his entire career. Not only does reading open up your mind to new adventures and perspectives, but it also betters your vocabulary, stimulates your thinking, and can shift how you see yourself and others – making room for more empathy and less judgement. If you consistently find yourself reading fiction, try some non-fiction on for size and vice versa. I often share an Audible book with my sweetie as we walk the beach sparking both our thinking and conversation. 2. The Conference Connection Perhaps I’m biased since I speak at conferences weekly, but I witness the conversations, camaraderie, and coaching that randomly occurs in the hallways, during meals, and even in the washroom! These unplanned moments of connection often equal or surpass the well thought out education provided. If I were to unexpectedly ask anyone in attendance how they can afford the time away from work, the answer would overwhelmingly be, “I can’t”. Yet, after years of showing up, these same individuals realize they can’t afford not to attend. The savviest attendees maximize their conference investment by proactively creating memorable moments. For example, my colleague and friend, Laurie Guest, organizes a fun friend’s dinner months in advance. She invites an eclectic group of individuals, many even new to her, to gather off-site for conversation and connection. Having been privileged to attend, I’ve also been fortunate to meet a few individuals (who turned into dear friends) that otherwise might never have come across my radar. 3. The Crew Connection While leading a training activity, I overheard a co-worker tell another, “Wow! I’ve sat next to you for the past three years, and I had no clue you’re a docent at the botanical gardens. I studied botany in college!” When we make the time to share our truths, ask insightful questions and fully listen, we can always find common ground with another or better understand what makes them tick. This awareness becomes a building block for greater appreciation, trust and respect. In our busy, demanding days, it’s all too easy to default to unengaging small talk or mindless chatter with another rather than create a quality moment or two for genuine conversation that opens the door for powerful collaboration. If you can’t remember the last time you invested real time learning something brand new about someone in your crew, now is the time to begin. 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 Colette Carlson
Lack of personal connection and the absence of human support is a struggle in most businesses today. Although companies can address this issue simply through understanding and better communication, many remain so singularly focused on profits, they are unaware of the insidious internal damage caused by poor morale. Here are a few things to consider when evaluating how to keep your company healthy: Does your company pay attention to its employees’ individual needs and opinions? Or does it take a cookie-cutter approach to its workers, expecting strict conformity without exception? Although it’s obvious that employment standards are necessary and healthy, some businesses overlook the fact that humans are not machines, and sometimes require special handling when adapting to changes at work or in their personal lives. Does your business encourage group activities, team meetings for communication and morale-building, and other opportunities to connect with fellow employees? Fostering good relationships among employees is a huge contributing factor in companies’ successfully weathering the ups and downs inherent in business. Furthermore, research has shown that positive feedback and personal encouragement at work frequently outrank even pay rate when it comes to employees’ job satisfaction! Smart companies don’t skimp on the holiday celebrations, employee family picnics, and birthday recognitions. As in all human interactions, when we feel valued, we are generally motivated to return the favor by giving our best. Do managers embrace an open-door policy, inviting employees to come to them for discussion and resolution of issues? Or are they unapproachable, with an attitude suggesting they’re superior, super controlling, or quick to resort to punitive measures? Here is where connection becomes absolutely critical for survival of a business “species.” Humans are social creatures, with an innate need for validation and acceptance by others. Companies would do well to encourage and understand, rather than criticize and condemn, fellow members of their species. Is your treatment of coworkers based on reality, as opposed to mental gymnastics? Don’t make the mistake of guessing the feelings and motivations of your employees. Often, we avoid connecting because we’ve already painted an ugly picture of them based purely on our own fears, past negative experiences, and displaced resentments! This form of judgement is actually very similar to the delusional thinking of people overcome by despair related to a mental illness. If fed with more inner distortions instead of outside support and objectivity, our perspective grows darker and darker, leading to harm and possibly death, be it to an individual or corporation. As a passionate spokeswoman regarding human connection, which directly bolsters the health of both individuals and companies, I challenge you to evaluate your own professional mental wellbeing. Consider how you think about—and therefore behave—toward others. Don’t make the mistake of minimizing the importance of relating to the people you work with authentically, respectfully, and compassionately. Because the truth is, the very life of your company depends on it. 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 Colette Carlson
Connection is the glue that keeps relationships, projects, and organizations together, which is why leaders and teams often look for opportunities to strengthen bonds in the form of internal events and outside activities. Research supports that teams who play together have a better chance of staying together. Experiencing the person behind the position leads to deeper understanding which translates to more effective communication and collaboration back on the job. These occasions might resemble simple pot luck lunches in the breakroom to elaborate off-site, trust-building rope courses. However, the best of intentions to create a sense of community can backfire when organizers fail to fully consider the impact of their choices and actions on others. For example, many companies or teams still celebrate a finished project or the achievement of a sales goal by gathering at a local bar following the workday. Having participated in more than a few happy hours throughout my career, I’m well aware of the value of showing up. Time together outside of the office creates space for finding common ground and exploring interests. As individuals relax, conversations flow and information gets shared. This environment can provide face time with a supervisor who otherwise is too busy. This proximity power allows you to share your accomplishments or goals with those who have the platform or persuasiveness to get your ideas or agenda acted upon. Even though I’ve personally benefited from and leveraged a few relationships and conversations as a result of these gatherings, they’re not inclusive and therein lies the problem. When a supervisor suggests going out for a drink with the team as a way to connect, they haven’t taken into account team members who have obligations outside of the workday, colleagues who refrain from drinking alcohol, or individuals who prefer not to put themselves in an uncomfortable situation given how alcohol can affect behavior. Add to that list introverts who prefer not to make small talk and need downtime to re-energize or individuals from other cultures who show up but remain on the outside as those with more in common congregate at one end of the bar. A more effective way to support positive workplace culture is to create a space and place for everyone to feel included and contribute. This might come in the form of taking time away from work to volunteer together at a non-profit event or tweaking the pot luck lunch to include sharing the history behind or fun story about the chosen dish. Here are three things to consider when planning your next team event: 1. Create a diverse planning committee. When you include and solicit input from a variety of ages, genders, cultures and personality-types, you automatically increase the likelihood your activity will be more inclusive and innovative. If that’s not feasible, make time to individually gather team members insight, ideas and interests. 2. Have a clearly defined goal. Individuals prefer not to waste precious work or personal time on contrived activities or icebreakers without a strong purpose or takeaway. 3. Seek an activity with structure. Coming together and accomplishing something as a team can be a powerful experience with lingering effects. For example, a company who brought me in to speak collectively builds a Habitat for Humanity home every summer. These activities can build genuine, long-lasting connections and teams often find themselves reflecting together on the experience. As one person told me, “After pounding nails and sharing a few laughs with Jon that day, I’ll never hesitate picking up the phone and calling him the next time I need support from his department.” Now that’s connection in action. 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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