Leadership

Toxic Leadership Behaviors: Replace These 5 to Attract Great Talent

Leaders, you have great impact on attracting and keeping top talent. There are also many toxic leadership behaviors that drive talent away. Here’s a checklist of the top 5 that repel top talent.



Replace Toxic Leadership Behaviors to Keep Top Talent: Image is Jewels.

Replace These Toxic Leadership Behaviors. Image by Dee Gee via Flickr Creative Commons License.

Image by: Dee_Gee via Creative Commons License

Toxic Leadership Behaviors Repel for 3 Reasons

  • They seriously reduce quality of life – the QL factor or

  • They make it unnecessarily difficult to succeed – the BS factor or

  • They indirectly cost the talent money – the Net Loss factor.


Replace These 5 Toxic Leadership Behaviors to Attract Top Talent

  1. Highly disorganized or uncertain. Top talent blossom when leaders set a clear vision. Wandering through a disorganized morass when deadlines loom, leaves talent wondering if success is possible. They envision more attractive opportunities and yearn for success. Replace disorganization and uncertainty with valuable vision.


  2. Negativity. Top talent wants to hear what is possible. They feed off of a reality of belief, ideas, and action. Negativity drains their spirit for they see it as unnecessary difficulty. Replace this drain with energy and a call to action.


  3. Perfectionism. Top talent see this as a triple whammy. It always comes across as unnecessary stress, it reduces the quality of their work life, and it costs them money. How? By reducing the time they can spend learning or accomplishing other valuable tasks or opportunities. Replace the scourge of perfectionism with the goal of excellence. What a difference!


  4. Fear of failure. Whether it’s the leaders who fear failure or the managers they delegate to, the behaviors that fear produces demoralize others. Replace delegation based on occupational skill with delegation based on inspirational leadership ability. Otherwise, top talent will move on to work with project managers and directors who aren’t stuck in fear.


  5. Me-itis. Top talent tend to love a confident humble leader. Self-absorbed arrogant leaders drive top talent away like a fire alarm. Replace the comfort of me-itis with a belief in what the top talent can produce for the organization.


Attracting top talent today is quite different than years ago. Many traditional leaders thought that casting doubt about a talent’s skill would make them work harder to prove them wrong. Today top talent sees that as a pointless exercise and a giant waste of time, talent, and money.




What other toxic leadership behaviors would you add to this list?




From professional experience to your success,
Kate Nasser, The People Skills Coach™


Related Posts:
Leaders, Are You Harsh or Strong?
Employee Engagement: Leaders, Do You Really Know Why Your Employees Work?
18 Things Respected Well-Liked Leaders Consistently Do

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Business Creativity: All Employees Have It In Them


Business Creativity: Image is clear light bulb.

Business Creativity: Recreate the Image to Include Everyone via LockAndStockPhotos.com

Image via Lock And Stock Photos.


Are all your employees contributing the creativity inside of them? Business creativity is not just for marketing pros and advertising departments. It is not the sole territory of new product development teams. All employees have creativity inside of them.


Yet you hear many of them say I’m not creative. It makes you wonder how they are defining creativity. Are they thinking of it as being very clever or wildly imaginative?


Of course that is what we see in some highly creative people. Yet business creativity is far broader than that. To tap into the creativity in every employee, recreate their image of business creativity.


Business Creativity – A More Inclusive Image

  • New ideas
  • Storytelling that moves others
  • Analogies that teach
  • Analytic revelations
  • Intuitive insights
  • Seeing things differently from others
  • Finding common ground in what seems unrelated
  • Solving challenging problems with non-traditional solutions




Recreate the Image of Where & How

Business creativity is not limited to raucous wild brainstorms. Help your employees see that creativity happens …

  • In meetings
  • In quiet reflection
  • At their own desks
  • In a drawing
  • Through an analytic flowchart
  • With serious focus
  • Amidst humor and fun


Leaders, inspire all employees to contribute their business creativity. It feeds innovation and success. Don’t let the diverse talent you hired go untapped. People create in different ways. Help them see their creativity and awaken everything they have to offer.




What two words describe your creativity?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™


Related Post:
Creativity Culture: 7 Keys to Creating a Safe Place to Engage
Innovation Blocks: Are These Happening to Your Organization?


©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Bias: Do You Welcome Differences or Shut Them Out?

Leaders, do you welcome and embrace diversity? Do you truly include diverse people and ideas? Yes? Are you sure? Would your employees say you do? Do you words and actions support your answer?



Leadership Bias: Image is a closed door w/ sign that says no admittance without pass from office.

Leadership Bias: How you show your discomfort w/ diversity. Image by Brent Ozar.

Image by Brent Ozar via Flickr Creative Commons License.


Leadership Bias: Are You Showing Discomfort w/ Diversity?

Comfort with similarity is very powerful. No matter how much you believe in diversity, your comfort may be swaying you to exclude who and what are different.

Here’s a self-awareness checklist:

  1. Do you hire employees that are just like you or just like the ones you already have? Many leaders have learned to hire people different from them. However they hire only one type of employee thinking that teamwork will be better. This is leadership bias in action. Diverse team members may take a bit longer to gel yet they can meet unforeseen challenges better with their broader views and talents.

  2. Do you grow impatient with people whose personality type is very different from yours? Do you sideline them and avoid interaction? There’s no need to live this leadership bias. You can learn to easily interact with any personality type!

  3. Do you actively seek others’ views or always state yours first? If you speak and tell your thoughts far more than you ask for others’ ideas, you may be seen as as having a leadership bias for your own ideas.

  4. Do you react defensively and dig in your heels when people disagree with you? Anyone can have a moment of defensiveness. However if you do this frequently, people may think you have leadership bias against differing views.

  5. Do you speak in absolutes and generalizations? They are rarely true and tend to mislabel people and situations. It screams out closed-minded and biased.

  6. Do you sometimes make decisions on employee capabilities based on your assumptions? She may not be strong enough to handle this … or He may not have the sensitivity to handle this customer …. Your leadership bias against doing things differently may be controlling your decisions.

  7. Do you stick to your inner circle or let others in? Leaders and organizations with an inner circle and a closed door for new ideas are more likely to exclude diverse people and ideas. It’s a leadership bias that has threatened to sink even the biggest companies like IBM. Lou Gerstner was the first non-IBM CEO and he had to break through the layers of inner circle thinking to stop IBM from hitting the skids.

  8. Do you find yourself saying this is how we do it here? What message does that send to employees? They may see it as your discomfort with diverse ideas vs. organizational culture. Having an organizational culture is a good thing. Having a culture that’s a brick wall to diverse thinking is not.

  9. Do you overlook damaging cliques and mislabel them as tight friendships? Leaders have an obligation to prevent or reverse hostile workplaces that shut out and isolate diverse people. If you do nothing, those who are shut out may see you as enabling the hostility. They believe that your leadership bias against diversity causes your lack of appropriate action.

If you find yourself saying yes to a few of these items, do not despair. You can change your behavior and build more comfort with diversity:

  • When you find yourself resisting, ask more questions. You will discover that what seems radically different actually has common ground.
  • List out your assumptions and fears. Then try to disprove them. Gather data and examples that show a clearer and more complete picture.
  • Look around and see how and where diverse people are working together. See their success!



There is one way to increase your comfort with diversity — gather knowledge and experiences that change your beliefs.




What discomfort with diversity have you witnessed?



What actions turned discomfort into comfort?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
People Skills: Do You Push People Away or Welcome Them In?
Reverse a Hostile Workplace: Purge These Toxic Beliefs
Change Leadership Beliefs or You’ll Change Nothing

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Engagement Currency: Why Do Your Employees Work?

Great leaders and managers know that to engage employees for maximum success they must get to know them. They find out why their employees work! They don’t assume the answer is money. They learn what makes the employees tick and turn that into relationship engagement currency.



Engagement Currency: Image is diverse employees.

Engagement Currency: Do You Really Know Why Your Employees Work? Image by Quinn Dombrowski via Flickr.

Image by Quinn Dombrowski via Flickr Creative Commons License.

Engagement Currency: Why Do Your Employees Work?


On this Labor Day honoring workers, it’s appropriate to ask employees why they work. To go beyond the obvious answer, ask them …

  • What do you get out of work? What would you like to get out of work?

  • What inspires you in everyday life? How much does work currently inspire you? Their answers build up your engagement currency.

  • Beyond the paycheck, why do you work? Achievement? Growth? Self-fulfillment? Helping others? Living a purpose? Creating and innovating? Listen very carefully to their answers. It is a map to engaging them for maximum success. It is a guide to facilitating teamwork. It tells you what type of recognition and appreciation they want. It even shows you how to help them resolve conflicts and stay productive.

Don’t be one of those leaders or managers with no engagement currency. Ask your employees about their motivation for work. Gallup research reports that millennials and Gen X cite opportunities to learn and grow as a significant factor in their decision to work for you. Go even further than that. Find out why your employees work. Find out what inspires them.



Build engagement currency through listening, understanding, and relationships with your employees. Understand what makes them tick and you open a whole new dialogue of engagement and mega success for your business.



Why do you work? What do you get out of it?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
Leadership Emotion Radar: 12 Employee Emotions to Honor & Engage
Leadership Engagement: How to Reach Employees Not Preach to Them
Employee Appreciation Ideas That Wow Them
18 Things Respected Well-Liked Leaders Consistently Do

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Emotion Radar: Especially for Technical Analytic Leaders!

There are leaders who think that emotions are a detour from success. I see this especially in highly analytic personalities and technical leaders. To them logic is the true path to success. There are other leaders who think emotions are a necessary evil. They think that emotions can coexist with success. Actually …





Leadership Emotion Radar: Image is a grid of lights.

Leadership Emotion Radar: 12 Employee Emotions to Honor Image by Quinn Dumbrowski via Flickr.

Image by Quinn Dumbrowski via Flickr Creative Commons License.

Leadership Emotion Radar: 12 Employee Emotional Needs to Honor

Emotions are a fact of life. All employees need understanding and care. For many, emotions are essential to engaging and committing fully at work. Leaders who discount this leave untapped potential on the table. Leaders who honor emotions and engage that potential create mega success.

  1. The Need to Be Heard — Listening.

    While leaders pulse with the need for results, some employees need them to listen to the challenges they are having. Don’t assume these employees want you to solve the problem. Your listening gives them a support. Don’t jump in and answer questions right away. Show them you care enough to listen.

  2. Empathy in Good Times & Bad.

    Empathy is the connection before the solution. It is the connection to engagement. Don’t keep yourself emotionally distant from your employees. Get excited for their happy events and empathize with their pain. It doesn’t weaken your judgment. It enlightens your understanding of how to engage them for success.

  3. Validation — They Matter.

    Diverse employees working together often feel their identities challenged. It’s easy to work with similar people, tougher to work in diversity. When leaders validate what each employee brings to the team, it engages their full potential. Validation belongs in your leadership emotion radar.

  4. Support — Without Them Asking.

    There are employees who will come to you when they need support. Else they prefer to do it on their own. Others are loath to ask for support because they fear you will see them as needy and weak. Get to know your employees’ preference for support.

  5. Encouragement — It Mentors.

    If you want employees to innovate, change, and grow, you must encourage them. When they want to ditch the conventional and try something different, they want you to encourage them beyond the fear and doubt. Mentor them with your encouragement. Successful leaders have this in their leadership emotion radar.

  6. Devil’s Advocate — Critical View.

    Whether it is regarding their career or an important project, employees sometimes want the benefit of a second opinion. It is actually an emotional support to tap a leader’s experience. Don’t mislabel this as lack of confidence or incompetence. Help them think it through with critical questions.

  7. Knowledge — Necessary Data.

    Some employees don’t want your opinion. They want the knowledge and experience you have accrued so they can form their own opinion. It might seem strange to list this as an emotional need. Yet if the employee is an analytic, logic is often their comfort and logic needs data. Use your leadership emotion radar to sense your employees’ needs.

  8. Insight — The Halfway Point.

    These employees want more than knowledge and less than a solution. A combination of “maybe statements” and questions are the dynamic duo here. Emotionally it allows them to work through the situation on their own with the help of your insight.

  9. Solutions — The Right Way.

    You may be thrilled that we finally have this on the list here. Many leaders want to offer solutions sooner than later. They think it is logical and productive. The sooner the solution, the sooner the success. Unfortunately, to someone not ready for a solution — the “get over it quick” approach seems brutishly insensitive. Be ready to give empathy and validation before you offer a solution.

  10. Strength & Confidence — Especially in Tough Times.

    Strength and confidence reduce fear. It buoys employees and gives them a sense of control. It emboldens them to deal with the challenges. Offer your strength without judging. Judging makes them feel weaker. Your strength makes them feel stronger.

  11. Momentum – Transfer of Energy.

    If you are known as action oriented, employees may come to you to help them move forward. This may be the toughest emotional need to spot. It takes practice to spot how much momentum they want. Are they coming to you for a little boost or a rocket launch? Until you learn how to spot it, ask them. It’s simple and it shares responsibility. Develop your leadership emotion radar by learning about your employees.

  12. Credit — Share the Spotlight.

    Achievement and accomplishments can spur additional contributions and commitment. Employees need to know their work is appreciated. Share the spotlight. Recognize individual talents and how they contribute to the whole. It doesn’t create divas. It ignites contribution.


Of these 12, which one do you most often want? If your answer is “it depends”, then you understand why others have varying needs. If you always want the same thing, remember that not everyone is like you.

If you care enough to develop your leadership emotion radar, you will succeed. Learn from one time to the next how to give your employees the emotional connection and support they need. Leadership emotion radar — aka leadership intuition — feeds employee engagement, innovation, succession planning, and employee development. Well worth your time!


What else would you add to the leadership emotion radar list?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leaders, Be a Buoy of Inspiration and Balance
18 Things Respect Well-Liked Leaders Consistently Do
5 Essentials to Build 21st Century Teams
6 Reasons Leaders Are Harsh vs. Strong

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Huge Business Success: Can You Innovate & Have Great Morale?

Leaders, do you see employee morale and huge business success as a contradictory? Are you concerned that a focus on employee morale will dull that edge to succeed?

Huge Business Success: Image is light bulb w/ tree inside.

Huge Business Success & Morale: Opposites or Essential Partners? Image by MattWalker69 via Flickr.

Image by Mattwalker69 via Flickr Creative Commons License.

Huge Business Success & Great Employee Morale: Yes You Can!

As we hear about the Amazon.com workplace culture in the news, it raises the question of employee morale in highly innovative environments. Can you have both? Yes.

The challenge is not huge business success vs. great employee morale. It isn’t high innovation vs. employee morale.

The challenge is the belief that innovation and huge business success require an internal culture of cutthroat competition. It’s not a requirement. It’s a choice that leaders make often from their natural work style preference.



Collaborative Innovation vs. Competitive Innovation
  1. Innovation taps diverse talents and ideas to create a successful change. Collaborative innovation respects the innovators while challenging their ideas. Employee morale soars as people are engaged together. Competitive innovation focuses on challenging ideas without a focus on respect. Employees who thrive on competition love this. The morale of the others can falter.
  2. Innovation is risk taking. Collaborative innovation minimizes the risk of personal attack while engaging in the risk of innovation. It can produces huge business success with great employee morale. Competitive innovation often minimizes human respect believing it minimizes the risk of business failure. It doesn’t since great employee morale is necessary to sustain spurts of success into long term business success.

Given this difference between competitive and collaborative innovation, how can you as leaders move from one to the other?

  • Review this list of leadership beliefs that kill collaborative innovation. Change any that have infected your organization’s morale.
  • Make a clear distinction between competing with other companies vs. competing with each other internally. Unite in human respect and innovate to compete with other companies.
  • Get over the myth that natural collaborators are weaklings who lack confidence. See the confidence and strength they use in innovating without attacking others. They challenge ideas with civility and respect.
  • Teach and explore the power of ‘what if’. Collaborative innovation soars when you ask ‘what if’ instead of labeling someone’s idea as wrong. Great questions spur huge business success. Labels squelch it.

Remember …



Your Turn: What morale sustaining phrases do you use when innovating?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
Two Magic Words for Collaborative Innovation
Leaders, Are You Harsh or Strong?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Strength: How Do You Express Yours?

New leaders often act tough and harsh. Many outgrow the extremes through experience. Others don’t.



Why do some leaders continue to behave harshly?



Leadership Strength: Image looks like crater w/ blue sky in center.

Leadership Strength: It’s Not Coarse, Harsh, Rude. Image by Martin Helgan via Flickr.

Image by Martin Helgan via Flickr Creative Commons License


Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong


  1. They were led that way.

    They treat others they way their leaders treated them. Not a recipe for growth and success.


  2. They think kindness and humility mean weakness.

    They must learn that selfless doesn’t mean faceless. Influence through intelligence and connection.


  3. They discount situation as a leadership factor.

    Leadership in a continuous crisis environment is not the same as leadership in politics. Leadership in military differs from leadership in business. In business they aren’t training troops to perform constantly in harsh conditions under fire. Match leadership strength to the conditions.


  4. They think you can’t be well-liked and respected.

    This is one of the biggest legacy myths of leadership strength. Respected well-liked leaders inspire, engage, and foster organizational success. Click here for 18 ways they do this.



  5. They lack emotional intelligence and don’t want to develop it.

    They define leadership strength as coarse and harsh to justify their own natural style. Eventually people see this as selfish and reject these leaders.


  6. They mistakenly see honesty and diplomacy as opposites.

    They boorishly communicate anything they think. This is not authenticity and honesty. It isn’t leadership strength. It is leadership incompetence. Communicate with diplomatic honesty and your influence will stretch far and wide.


Why do some people accept these leaders’ harsh behaviors?



For the six reasons above AND two more.

  • They don’t see these leaders’ behaviors as harsh and inappropriate. They see them as strict and think strictness will make everyone better performers.


  • They shy away from leaders who treat them as equals. To some people, equality is scary. It requires shared responsibility with individual accountability. These folks will accept harshness for less accountability.


Develop your leadership strength through emotional intelligence. It highlights how well you lead in diverse situations. Harshness and coarseness rarely apply. Emotional intelligence, insight, and inner strength universally apply.



Where and when have emotionally intelligent leaders helped you?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
18 Things Respected Well-Liked Leaders Consistently Do
Leadership People Skills: When Tough Leaders Show Empathy
Leadership, Here’s What’s Great About Humility
13 Emotionally Intelligent Leadership People Skills

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Innovation Blocks: Which Ones Are Stopping You?

Change, adapt, innovate or become extinct — the universal motto of business success. KPMG reports in their May 2015 CEO Outlook findings that 66% of CEO’s are concerned about their companies’ products and services staying relevant. To me, it raises the important question:

What innovation blocks are stopping you from staying relevant?


Leadership Innovation Blocks: Image is walls of marble.

Leadership Innovation Blocks: Which Ones Are Stopping You? Image by Stu Rapely.

Image by Stu Rapley via Flickr Creative Commons License.

Leadership Innovation Blocks: Are These 7 Happening to You?

  1. Putting title and status ahead of goals. In fact, has respecting title and status become the goal? There have been serious examples in history where the medical profession shut out new evidence on treating patients because it was from a nurse not a doctor. During the 1930’s and 40’s, polio was crippling many. Nurse Kenny in the Australian bush was exercising muscles vs. putting them in braces. Her patients were recovering. Doctors vilified her and rejected the results for many years. Doctors rationalized that they were protecting patients from unproven treatment. Yet there was proof from her innovative approach. In truth their goal had more to do with protecting title and status not the patients. Years later her innovative approach became the basis for modern day physical therapy.
  2. Stopping others when you can’t see what they see. This is one of the ironic leadership innovation blocks. The very definition of innovation is doing something new and different. It’s quite likely you won’t see others’ innovative ideas until you give them a chance to make it clearer and clearer. This takes trust and true empowerment.
  3. Seeing only what you are looking for. When you start with a goal, what you are looking to do can block your innovation. This is especially true during innovative problem solving. What you think is causing the problem can blind you to other evidence and innovative solutions. Looking again to the medical field, doctors rejected evidence in the 1950’s that H-Pylori bacteria caused ulcers. Finally in 1982, the medical profession was ready to see the evidence. It would have made a tremendous difference in the lives of ulcer patients had the medical profession opened their eyes and innovated sooner.

    “The hardest thing to see is what is in front of your eyes.” ~Goethe

  4. Requiring logic be front and center. Logic can sometimes constrain innovation. Logic represents your current view — your limited view. Innovation is discovery of a truth beyond your current view. After innovation you discover where your logic was right or limited.
  5. Getting stuck in today’s weeds instead of creating tomorrow’s harvest. One of the hidden leadership innovation blocks is seeing today’s details as more important than tomorrow’s harvest. It’s a hidden obstacle because most everyone believes that today’s focus is critical to tomorrow’s success. That’s only true if tomorrow’s demands stay the same as today’s.
  6. Resisting discomfort. Innovation can be scary. It questions what you know. It suspends your sense of control. It undermines your sense of identity and feeling successful. It is often difficult to spot. Sometimes people pose questions that basically say this won’t work vs. asking how will this work. Other times they claim there is too much going on to innovate now.
  7. Blaming and labeling mistakes as bad. This is one of the very damaging leadership innovation blocks. It sends everyone into the shadows of playing it safe. They will seek comfort and live in the status quo. Admit to yourself and to those you lead that success requires risk. Show them now staying the same when everything else is changing is even riskier.

Innovation is the lifeblood of business longevity. It keeps you current and relevant with changing customer expectations. It differentiates you from your competitors. It is the excitement of change translated into long term success. Don’t be trapped in the status quo. Overcome these leadership innovation blocks and create tangible customer loyalty.

Your Turn: How have you overcome these leadership innovation blocks?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Innovation Leadership: 4 Ways to Make It Easier to Innovate Than to Complain
Change Leadership Beliefs or You’ll Change Nothing

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Gap: 3 Steps to Fix the Unintended Trouble You Create

What happens when leaders don’t communicate clearly and completely? Some say that team members rise to the occasion. They engage and start leading. It’s possible. I’ve seen it. Yet it’s not the norm.

Others say that rumors surface and confusion grows.  People disengage and morale suffers.  It’s possible.  I’ve seen it often.

The key question is how can leaders prevent the confusion of the leadership gap and communicate to engage?

Leadership Gap: Image is Large Question mark w/ trails of dots behind.

Leadership Gap: Fixing Unintentional Trouble You Create Image by Stefan Baudy via Flickr.

Image by Stefan Baudy via Flickr Creative Commons License.

3 Steps to Close the Unintentional Leadership Gap

  1. Write down your assumptions that created the last unintentional leadership gap in communication. Did you assume that everyone understood what you said? Did you think they would ask questions if they didn’t? Did you assume they would raise concerns and voice disagreement?

    Fix: Clarify all your assumptions out loud with those you lead. Ask for their feedback. If you are leading teams from other cultures, find out how they normally interact with leaders. In some cultures, it is not OK to speak up.

  2. Note when the leadership gap seems to occur? Is it when you communicate with your peers or their teams? Is it in crises? Is it in routine situations? Or is it pervasive and frequent?

    Fix: If your leadership gap is routine, pervasive and frequent, write down your definition of leadership. You may be suffering from the myth that modern leadership is faceless with the leader being in the background.

    Fix: If your leadership gap occurs during crises, you may be focusing on the problem solving to the exclusion of communicating what’s going on. Do both!

    Fix: If your leadership gaps occur with your peers or their teams, you are most likely skipping the socializing step. This often happens to driver type leaders and passionate visionary leaders. They assume everyone has the same zeal for their beliefs and they jump to the end.  When they get to the end zone, they realize no one is there with them.
    Take time to build consensus through listening and discussion to arrive together!

  3. Ask others to help you spot your unintentional leadership gap.  They will likely experience the gap before you see it.  Their experience at the moment becomes your awareness and cue to change. To lead and communicate well, you must be aware and adapt to close the leadership gap.

Lastly, remember that leadership is not about telling or asking. It’s knowing when to do each. Too laid back and you break the chain of success. Too overbearing and you break morale and engagement. Both lead to unintended and unforeseen trouble.

What other ways do leaders create a leadership gap & what’s your advice to them?

 

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leadership Success: Think Balance Beam Not Mountain Top
18 Things Respected Well-Liked Leaders Consistently Do

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Creativity Culture: How to Create Safe Open Engagement

Three years into running people skills global Twitter chat, I am thrilled with how many strangers from around the globe come together and engage openly. Recently, one newcomer said he was grateful I had created a safe open place to interact.

His gratitude made me reflect on what I had done and what others did to make this happen. Here is what we did to create an open creativity culture! It applies to workplaces as well.

Creativity Culture: Image is graphic with word creativity.

Creativity Culture: Keys to Creating Safe Place to Engage. Image by Sweet Dreamz Design via Flickr.

Image by Sweet Dreamz Design via Flickr Creative Commons License.

Creativity Culture: 7 Keys to Create Safe Open Engagement

Leaders and managers can do much to create a safe open place for everyone to engage and create.

  1. Create a simple powerful rule about respect.

    Respect is the key to feeling safe to engage, share, and create. In people skills global Twitter chat, we use one rule: Respect even when we disagree. Civility doesn’t weaken the message. It helps others to hear it.

  2. Listen!

    One of the strongest ways to show respect is to listen. It doesn’t mean obey; it doesn’t mean agree. It says respect for all.

  3. Ask questions to understand vs. judging people to discount ideas.

    We open our minds through questions and discussion. Assessing and deciding comes after that.

  4. Celebrate diversity.

    Applaud very different ideas. Appreciating diverse views doesn’t mean we agree. It means we are open to learning and creating.

  5. Moderate extremes.

    Moderation doesn’t mean mediocrity. It means balancing the needs of many in your creativity culture. If we see moderation as mediocrity, we seek excellence only in extremes — and miss the brilliance in between. Extremes spring up from strong vision and mission, predominance of any one personality type, and high pressure points.

  6. Encourage self-awareness.

    Help everyone identify their own pet peeves and own them. Help them see their talents and brilliance and share them. With this step, you replace a shortage mentality with one of abundance and curiosity.

  7. Identify slip ups early.

    The first six keys mean little if we don’t use them. This means spotting slip ups early on and calling everyone to a high level again.

Fostering a creativity culture where it’s safe to engage is not difficult. If we can bring strangers from around the globe every Sunday morning to engage in people skills Twitter chat, leaders and managers can surely foster the same thing in smaller teams. As long as they see it as important to interaction, they can make it happen.

Your View: What would you add to this list on creating safe open place to engage?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
Innovation Leadership: Make It Easier to Innovate Than to Complain
Moderation Doesn’t Mean Mediocrity
Leadership: Do You Seek Excellence Only in Extremes?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leaders and managers, have you ever wanted to tell employees to grow up? You’re not alone. Even companies as a whole report that recent graduates and new hires don’t have sufficient critical thinking and teamwork skills. These are but two aspects of employee maturity. 

The truth is, for employees to contribute maturely leaders and managers must mentor a mature understanding of the business and of the collaboration needed to succeed.

Saying “grow up” won’t do it. Reflecting what you want them to do is the first step to great mentoring. Ask yourself what were they doing that brought you to say grow up? Itemize what you want them to do.

Nine Chances to Cultivate Maturity Image by:J.G. in S.F.

Image by JG in SF via Flickr Creative Commons License.

9 Chances to Cultivate Employee Maturity

Maturity is about balance, readiness, consideration, and confidence. It’s about attitudes as well as skills.

  1. When addressing employee concerns and complaints, always speak about the impact on the business. Today it’s popular to focus on changing the workplace to engage employees. If you want maturity in the workplace, balance caring for them with expectations of them.
  2. Illustrate the difference between honesty with diplomacy and rude bluntness. The former is a sign of maturity for it balances the message and the impact when selecting the words. The latter is a sign of selfish immaturity.
  3. Applaud, highlight, and reinforce excellence. When you set and reward a high standard, you mentor and develop that level of mature commitment. If you treat basic behaviors (like meeting objectives or showing up on time) as something special, you keep many in the weeds.
  4. Replace the misguided adage “treat each other like customers” with the more mature team mantra “grow and change to reach a shared success and common goal”. Team maturity has a deeper honesty and type of trust that surpasses that of a business and its customers. Cultivate it from the beginning and you cultivate maturity.
  5. Frequently ask, “what are we each doing to be ready for tomorrow?” When leaders pose this question, it asks employees to initiate some of their own growth. It is a call to maturity. Provide training and opportunities for them to develop further.
  6. Within a certain sphere, make it OK to make mistakes. Confidence grows when mistakes are lessons learned. Sometimes maturity comes from jumping a hurdle and knowing how to prevent a crash next time.
  7. Maturity owns the impact of behavior. Show them how to do it even in difficult moments. Related post: The Perfect Apology and The ONE Word That Destroys It.
  8. Give them access to situations that cultivate a mature open mind. In silos, employees continue to focus on their own jobs or possibly on the silo they are in. When you break through the silos and have employees see the bigger picture, their view of their own job matures. Now they can contribute to the whole not just to the silo..

  9. Think out loud. Employees learn critical thinking by hearing it and participating in it. If you want to speed this aspect of maturity, show them how you arrive at decision vs. just telling them the decision.

Most of all leaders, continue to evolve your self-awareness and maturity. Your growth spurs theirs. It expands this list of nine chances all the way to infinite. Highlight and applaud growth. You get what you focus on. If you want employees to stretch and grow, recognize and reinforce growth. If you focus only on results, who are you actually leading and mentoring to achieve those results?

What other ways can you develop employee maturity?


From my experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Employee Appreciation: Be a Buoy to Be Appreciated
5 Immature Extremes That Harm Teamwork

©2011-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Success: The Real Challenge is Balance Not Achievement


Which one of these images do you picture when you think of leadership success?



Leadership Success: Image is cross beams in tall building.

Leadership Success: Balance Beam Not Mountain Top. Image by Ben Rogers via Flickr.

Leadership Success: Not Just Mountain Top






















For many it is getting to the mountain top. Everyday phrases like, at the top of your game and reach the summit, express what many believe about leadership success.

They focus on initiative and drive which are necessary and valuable. Yet the real challenge in leadership — and life — is balance. Achievement is easy compared to balance.

Leadership Success: Think Balance Beam Not Just Mountain Top

  • Consider the greatest challenge for most businesses — managing growth. This is an issue of balance: projections, investment, supply, demand, etc… Yet many continue to act as if they’re still in start-up mode and focus on climbing to the top.

  • Consider one of the greatest global challenges of any business — optimizing diverse cultures. This too is about balance. Understanding, embracing, and adapting to all factors that can enhance or topple success.

  • Developing high performance teams is about balance. Leaders must get diverse personality types, occupations, ages, and educational levels to work together.

  • Engaging employees for ownership, accountability, and commitment, requires balance. Leaders must balance telling and asking. Great leaders know when to do each.

  • Balancing humility and signs of outward strength is essential. Too much strength and leaders seem domineering. Too much humility and they seem weak. If you struggle with the idea of humility in leadership, read: Never confuse humility for humiliation.

  • In communicating to improve employee engagement and commitment, leaders must balance candor and care. High level leaders often need to add more care to their candor. Front line leaders often need to add more candor to their care.



Unfortunately, somewhere many have learned that focusing on balance is the same as maintaining the status quo. It isn’t! When you have balance, you can move faster, perform better, and adapt to change more easily — without tumbling down.


Essential list of things to balance for leadership success:

  • Intuition and data
  • Safety and risk
  • Big picture and details
  • Creative thinking and critical thinking
  • Practicality and inspiration
  • Reflective listening and active expression



What else do leaders need to balance? Please add your perspective to this list.



You can ascend and master the balance beam of leadership success. Develop it throughout your career long before you have the title of leader!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Moderation Doesn’t Mean Mediocrity!
Leadership Success: 18 Things Respected Well-Liked Leaders Consistently Do

Mountain top image licensed via Istock.com.
Balance beam image by Ben Rogers via Flickr Creative Commons License.

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.




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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Agility Remember: Consistency & Agility Are NOT Enemies

Leaders, when you think of agility do you picture inconsistent results? Perhaps you picture lack of logic, erratic changes, and confusion. If yes, you may well be thinking that consistency and agility are opposites — even enemies. They aren’t. Yet thinking they are can be the enemy of your enterprise’s success.

Leadership Agility: Image is a slinky.

Leadership Agililty: Consistency & Agility Are NOT Enemies. Image by Tim Ebbs via Flickr.

Image by Ma Tim Ebbs via Flickr Creative Commons License.

Leadership Agility: Consistency & Agility Are Not Enemies

How do managers and leaders go astray? They often mistake consistency for constancy (everything staying the same) or uniformity (everyone and everything being the same). Then they see leadership agility and consistency as opposites, even enemies.

Business conditions change. Customers’ needs change. Business goals change. Workforce trends change. Keeping everything in the business the same — constant and uniform — is enterprise suicide.

Leadership agility fosters consistent success by …

  • Consistently communicating in a clear way
  • Consistently engaging employees ideas
  • Consistently encouraging innovation
  • Consistently igniting collaboration & thinking
  • Consistently creating high quality results

Leaders surrender leadership agility to constancy and uniformity because …

  1. Agility and change feel uncertain
  2. It is easier to reproduce the known than to create the unknown
  3. Constancy and status quo feel less risky
  4. Uniformity is easier to measure

HOWEVER

Keep leadership agility alive in everyday ways:

  • Seek different views.
  • Uncover status quo assumptions with excellent questions.
  • Replace the statement “the process is” with the intelligent question “how does the process apply here and how should we change it?”
  • Don’t put a process in place to deal with an immature workforce. Processes won’t make them mature or create success. Engage them, teach them, ignite their thinking. Processes can’t replace the success of thinking.

Leadership agility creates consistency of success. Never confuse it with constancy and uniformity.

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leadership Agility: Is Habit Stopping You?
Leadership Agility: Persistence vs. Resistance to Change
Being Process Driven Squeezes People Out

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Change Leadership: How to Sustain Morale When Aborting a Difficult Project

When you read this title, you might be inclined to think everyone would be relieved to see the difficult project disappear. Why would you need to address and sustain morale? In very difficult projects, employees who endure and perform well do so with deep commitment. When you pull the plug and abort the project, their morale can crash.

Change leadership addresses morale to re-inspire employees for the next challenge.


Change Leadership: Image is an electric cord unplugged.

Change Leadership: Addressing Morale When You Pull the Plug

Image by Kipp baker via Flickr Creative Commons License.

Change Leadership: What do employees feel and how can you help them?

When a very difficult project is cut short, the employees who were truly committed can feel:

  1. Used like rats in a maze
  2. Sacrificed for nothing
  3. Cheated from the finish line
  4. Unappreciated for their extra effort
  5. Failure and responsible for it
  6. Angry over being excluded from the decision

If you want your change leadership efforts to be successful in this moment, you must address these feelings and what leads up to them.

What Happens to Employees Psychologically During a Very Difficult Project

Employees who rise to a difficult challenge, endure, and perform well do so by believing that:

  • Nothing is impossible
  • Teamwork can conquer any challenge
  • Sacrificing their comfort and personal time will be worth it at the end
  • They will all share in the sweet rewards of success

In other words, they rule out the possibility of failure to keep themselves going. Think of the US Marines motto: “Surrender is not in our creed.” Many times employees have subconsciously adopted this belief. Then suddenly you abort the project and their morale crashes.

Change Leadership: Steps to Address Morale

  • Most importantly, communicate through the project so that employees’ expectations adjust along the way. More information, more reality, less shock.
  • Do not blame the team. Sometimes leaders will blame a whole team when slackers slowed success. Yet great leaders address under-performers along the way. They don’t wait and they don’t blame the whole team.
  • If possible, let them be involved in or at least have access to the decision making process.
  • Draw everyone together and discuss what has happened. Often issues were beyond their control. Get their thoughts. Highlight the talents and efforts applied and ask them to add their kudos of each other to this discussion.
  • In a separate team meeting, discuss the lessons learned. If you do the lessons learned in the first meeting, they may interpret it as “failure analysis”. Much better to let them heal with a celebration of talent and then look at lessons learned after that.
  • Use this change to explore, teach, and develop the team’s agility. I can help you with this!

Great change leadership stems from emotional intelligence that inspires and cares for employees. It’s not fluff. It’s the tangible steps to re-inspiring and re-engaging employees after a crushing blow. Pull the plug without unplugging employees’ drive and resilience!

Your Turn: What other change leadership actions will sustain morale?


How can these difficult moments build a team’s agility?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
10 Ways to Ignite Greatness Without Leaving Scars
Thriving in Change: 7 Certainties to Replace Every Regret
5 Steps to Develop Emotional Intelligence

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Experience Dull Empathy or Strengthen It?

Former customer service agents and tech support reps often have empathy for current customer service and technical support teams. They remember the pressure and are considerate. It begs the question: Why do many customer service and tech support agents lack empathy for customers? Do they forget what it feels like to be a customer?

Likewise, does a leader’s current experience dull empathy toward their teams? Have they forgotten what it’s like not to be in charge?

Should knowledge and experience make it easier to give empathy?

Or Does Knowledge & Experience Dull Empathy?

 

Experience Dull Empathy: Image is T-shirt saying You're Stupid.

Experience Dull Empathy?

Image via Amazon.com

Does Knowledge & Experience Dull Empathy?

Knowledge and experience can blind customer service agents and tech support reps to customers’ …

  • Emotions when needing help
  • Fear of not knowing
  • Frustration of being delayed in lengthy procedures
  • Impatience with being routed and transferred
  • Anger at being trapped in the maze of customer support
  • Vulnerability of having to trust others with their success

Likewise, power, knowledge, and experience can blind leaders to employees’

  • Challenges of understanding leader’s vision
  • Struggles of accomplishing goals without authority
  • Personality type differences
  • Quest to acquire knowledge and experience to perform well
  • Pressure of dealing with under-performing teammates
  • Implementing solutions with limited time and resources

Experience and knowledge deliver confidence and a sense of control — the very things that reduce fear, stress, and obstacles.   Unfortunately for some leaders and for some customer service agents, their knowledge and experience dull empathy. Add the pressures of leadership and the stress of customer service work to the picture, and it makes them even less empathetic toward those they lead and serve.

Consider: When you are under incredible pressure do you care less about other things that normally bug you?  You just want to get rid of the big pressure and you overlook everything else? But what if those other things are still very stressful to those you lead and serve? Can you find it in you to empathize with them? Or does your knowledge and ability to fix the trouble bring you to label them as emotional or stupid? In these moments, your knowledge and experience dull empathy.

The best customer service reps overcome the dulling effects of knowledge, experience and pressure by:

  1. Being aware of how they feel outside of work when they are customers
  2. Remembering to focus on one customer at a time. This focus delivers empathy
  3. Realizing that their job is to deliver a wonderful experience while solving the problem. It isn’t just to solve the problem
  4. Embracing the true role of service and support — to make life easier for the customer and get them productive again

Respected well-liked leaders deliver empathy by asking themselves: What does it feel like to be this employee right now? Although knowledge and experience dull empathy in other leaders, they live by the motto …

Don’t let your knowledge and experience dull empathy. Channel your experience into empathy that spurs success in those you lead and serve!

Your turn: What else blocks empathy & how can you overcome the block?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leaders, Are You Helpfully Objective or Actually Indifferent?
Empathy & Integrity: 5 Keys to Rebuild Customer Trust
18 Things Respected Well-Liked Leaders Consistently Do

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

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