Listening Power

Conquer Listening Barriers: Do You Get Stuck on Keywords?

Most everyone can list out common listening barriers. Surrounding noise, anger, and fatigue always make the list. You can conquer listening barriers like these with rest, settling the anger, and quieting the noise. There is one listening barrier that often operates without your awareness.



Getting stuck on keywords that you frequently hear.



Conquer Listening Barriers: Image is a head blindfolded w/ book attached.

Conquer Listening Barriers: Unstick from Keywords. Image by Cliff via Flickr.

Image by Cliff via Flickr Creative Commons License.


Conquer Listening Barriers: Unstick from Keywords

Think of words that immediately capture your attention. Do they also trap your listening because you’ve heard them so often?

Example:

As I teach technical support teams how to conquer listening barriers with customers, I give them this frequent customer request to assess:

The customer says, “I had trouble logging in all morning. Now I’m logged in and this isn’t working.” A few listen to whole description and aren’t blocked by the keywords ‘trouble logging in’. They work to understand what isn’t working.

Several get stuck on those keywords and mistakenly work on getting the customer logged in. Not surprisingly, the customer gets frustrated and upset.

—–

Conquer Listening Barriers of Keywords

  • List the keywords that most often trap your listening.
  • Question yourself when you hear those keywords to stop your assumptions.
  • Restate what you think you’ve heard. Other’s feedback helps conquer your listening barriers.



What keywords have blocked your listening?



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

Related Posts:

Listening Beyond Our Boundaries
Listening Responsibility: 5 Reasons People Interrupt Us

©2016 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™

Employee Insight: 12 Reasons Why Leaders Are Poor Communicators

When companies bring me in to help employees adapt to and implement change, what strikes me is how often the employees don’t understand what’s going on. (Repeated studies show that clear communication is a top factor in effecting change.) Not surprisingly, in these tough moments, employee insight on why leaders communicate poorly comes pouring out.

From discussions with these employees, I have compiled the communication checklist for leaders. This has helped many of my clients and now it can help you. I welcome your additions and comments in the comments section below.



Employee Insight: Image is business people w/ talk bubbles.

Employee Insight: Reasons Why Leaders Communicate Poorly

Grateful for image by Ghozt Tramp via Flickr Creative Commons License.


Employee Insight: 12 Reasons Leaders Communicate Poorly

  1. Leaders assume we understand the big picture they have access to. They don’t communicate the background yet expect us to move forward. Employee insight: Don’t assume we know as much as you do.


  2. Leaders get caught up in their own responsibilities. Thus they unintentionally skew the message to what is weighing them down. Employee insight: Write down your worries but communicate the whole picture. Else we hear only your worries.


  3. Leaders are so focused on the end results that they jump over the details right to the finish line. As they jump, they leave us in the dust. Employee insight: Give us more than the destination else we can’t get there.


  4. Leaders skip issues they don’t have answers to. They do this to prevent confusion or to avoid personal embarrassment and vulnerability. Yet, these gaps often cause more confusion in a changing environment. Employee insight: Identify the gaps and let us know that more information will follow.


  5. Leaders’ expertise blinds them to what others don’t know. This syndrome, expert-itis, undermines clear communication. Employee insight: Invite our questions and have the patience to answer them.


  6. Leaders are often impatient. Be it from personality type or pressure of the job, leaders often communicate as infrequently as possible. Employee insight: Clear and succinct is OK; confusion and silence isn’t.


  7. Leaders repeat the communication style of their leaders. As they try to manage their leader, they sometimes take on their leader’s pattern of minimal communication. Employee insight: The further we are from the top, the more information we need from you.


  8. Leaders don’t account for diversity of background, education, and perspective. Teams are diverse generations, cultures, upbringing, and experience. They aren’t leader clones. Employee insight: Check the stories you use, the jargon you choose, and the references you make. Are they universally understood?


  9. Leaders sometimes under or over prepare to communicate. When they under-prepare they don’t foresee gaps and questions. When they over prepare, they can become rigid and scripted. Employee insight: Prepare what you have to say and then open up to a true dialogue. We can help you clarify what we don’t understand.


  10. Some leaders have a fear of public speaking. To them even speaking in a meeting of ten people is scary. The result is poor communication. Employee insight: Focus on how much your communication will help us. We aren’t judging how you speak. We just need the information.


  11. Leaders who communicate far more of the negatives than the positives, communicate poorly. Communication is about truth and vision. Employee insight: When you communicate what’s wrong, we can fix the current trouble. When you communicate what is going well, we learn how to create success.



  12. Leaders underestimate how much communication sustains others. Even leaders who communicate information clearly, sometimes don’t communicate enough appreciation. Morale and engagement suffer. Employee insight: Don’t take us for granted or detach from us. Leadership is about inspiring us!




Leaders, which of these reasons would your employees say make your communication poor?

What reasons would add to this list?



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

Related Posts:
When is Silence Golden and When Is It Not?
9 Reasons Leaders Don’t Show Appreciation to Employees
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™

Customer Service People Skills Timing: Sharpen Yours!

Did you think this post would be about how to deliver faster service? How to sharpen your metrics? Surprise! It isn’t. It’s about sharpening your people skills timing in customer service. What goes into it?



Customer Service People Skills Timing: Image is clock w/ different angles for numbers.

Customer Service People Skills Timing: Image fr Glenn Dettwiler via Flickr.

Image by Glenn Dettwiler via Flickr Creative Commons License.


Customer Service People Skills Timing: Strengthen Yours

  • Listening. Listening is the most important customer service skill. Listen for what customers are saying and what they aren’t saying. Listen for their sense of urgency. Listen for what they care about overall. Listen for their personality type and adapt to it. Your people skills timing will improve and so will your customer service.

  • Empathizing. Stepping outside of your own perspective and into the customers view hones your customer service timing. If you remain distant and detached, your timing will always be different from that of the customers. Empathize. It doesn’t mean you agree. It means you matter, this matters, let’s resolve it.


  • Sensing Pace. Every customer has a pace. You can tell from how they speak or write. To that end, sharpen your customer service people skills timing by catching how fast or slow the customers speak. It doesn’t always mean they are angry or happy. Some are high spirited, some are urgent, some just speak quickly, some just speak slowly. Adapt your pace to theirs and see the bonds form. Your influence gets stronger; your customer service improves.

  • Changing Your Rhythm. Customers judge your care and customer service by how well you adapt. Script readers do not impress! They sound fake and inflexible. Change your rhythm to fit the customer and the situation. It’s not difficult. If you are willing to adapt, you can do it. This is the ultimate in customer service people skills timing.



They say in life that timing is everything. Well it’s definitely true in customer service.



Connect with the customer’s vibe and they will remember and return.



What memorable customer experiences have you had?



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

Related Posts:
Checklist: Are You Driving Calm Customers Away?
Customer Experience Leaders: Remove the Never Ever Rules
11 Surefire Beliefs for Superior Customer Service Experience

©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™

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™

Team Dynamics: Extremes That Harm Teamwork People Skills

Team Dynamics: Image is stormy waters on rocks.

Team Dynamics: 5 Extremes That Harm Interaction & People Skills

Image by Daniele Berlucci via Flickr Creative Commons License.

Team Dynamics: Eliminate These 5 Extremes for Great Interaction

  1. Labels and fixed definitions. Sometimes team members thinking gets stuck on labels and fixed definitions. As teams try to innovate and deal with change, individuals who think literally or hold on to their fixed definitions unsettle team dynamics. Example: I wrote a blog post, Holacracy: Why Employees Like Hierarchy, and two people lectured me on how I didn’t understand holacracy. They were stuck on a fixed definition of holacracy and couldn’t see past it. If they did that to their colleagues in a team meeting, you can imagine the tension between those who were stuck in their definition and those who wanted to explore the topic.
  2. Gotcha behavior. Leaders and team members who revel in pointing out others’ mistakes damage trust. Some even go so far as to set people up to see if they make mistakes. If they do, the gotcha gang points out their errors. They then take credit for educating them. Trust and team dynamics suffer.
  3. Sidelines driving. Picture one team member handling a difficult situation. Other team members who are not directly involved criticize from the sidelines. Share your knowledge but don’t tell others what to do. It’s not just what you say that matters — it’s how you say it. Team up don’t gang up!
  4. Hearing either/or when it doesn’t exist. Team interaction thrives on great listening. When team members hear and think either/or when others are not saying it, it harms team dynamics. Example: In a Twitter #DareToBe chat on curiosity, I tweeted “self-reliance fuels a curious mind.”

    Someone responded directly to me, “I respectfully disagree. Collaboration feeds curiosity, helps it grow, deepens questioning.” Interesting comment. I never said, “self-reliance, alone, fuels a curious mind.” She heard an either/or that I never implied. I believe there are many things that fuel curiosity and I nicely tweeted that back to her.

  5. Absolutes and know-it-all behavior. Rigid team members who insist that their views or positions are right damage team dynamics and results. Their behavior is the opposite of teamwork. Great listening and adaptability is the hallmark of positive team dynamics.

How can leaders help teams prevent or minimize these extremes? Invest time in having the team define positive team behaviors. Discuss what to do if extremes develop. Use team role plays to help each team member become more accountable for their own extremes and self-correct them. I would be pleased to deliver these sessions and work with your teams on positive team dynamics.

Your turn: What other extreme behaviors damage interaction and team dynamics?


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

Related Posts:
11 Steps to Be Authentic & Not Scare People Away
Leadership: 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™

People Skills Image: Do People See You as Open-Minded or Argumentative?

Questions open communication. They unearth expectations. They minimize conflict while working through disagreements. They can make you seem open-minded and highly interested. That’s a great people skills image.

Questions can also make you seem argumentative and always contrary. What makes the difference?

People Skills Image: Image is picture of question marks.

People Skills Image: Argumentative vs Probing. Image by Valerie Everett via Flickr.

Image by Valerie Everett via Flickr Creative Commons License.

People Skills Image: Open-minded vs. Argumentative & Contrary

  1. Open-minds ask open-ended questions. Who, what, when, how explore others’ views. Argumentative questions load to one position. “Don’t you think” vs. “What do you think.”
  2. Open-minds know when not to ask questions. There are times to let people talk without questioning them for details. They may be upset and need to vent. They may be overwhelmed and trying to talk it out. Not asking questions at that moment honors their needs. Else you seem argumentative and insensitive — not a good people skills image.
  3. Open-minds love to question and discover new views that change theirs. They seek clarity and possibilities vs. being right. “Where can you take me and/or where can we go together?”
  4. Open-minds show interest. Argumentative/contrary questions say “prove it to me.” How you word “why” questions makes the difference. For example, “I’m interested to know why” shows interest. “Why do you think this?” often sounds argumentative and judgmental. Not so great a people skills image.
  5. Open-minds sometimes agree. Argumentative and contrary almost always raise the opposing view. Do you know people like this? They may even pride themselves on being that way. Yet it distances them from others and grows old quickly. It can be very damaging to a career! The people skills image and message is arrogance and disconnect.

Results require open-minded relationships. Asking for feedback and reflecting on how you come across to others is a simple and powerful way to refine your people skills and sustain great relationships. It impacts teamwork, collaboration, leadership, employee engagement, and customer experience.

What open-ended questions have expanded your view? Where can I take you?


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

©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™

Be Authentic Without Scaring People Away!

Many say — be authentic! It’s important to a happy successful life. Yes, unless it overruns others. Then it is obnoxious even scary.



Be Authentic Without Scaring People Away Image is Titan Moon.

Be Authentic & Without Scaring Others Away. Image by Valerie Klavens via Flickr.

Image by Val Klavens via Flickr Creative Commons License.


11 Steps to Be Authentic & Not Scare Others Away

  1. Be authentic and tactful. Authenticity doesn’t justify being rude and hurtful. It doesn’t mean saying everything without a filter.


  2. Treat others the way they want to be treated. It shows basic human respect. Observe them. Listen and understand their views. Don’t assume they want to be treated the way you want to be treated. You can be authentic and respect others’ views and preferences.

  3. Be honest not blunt. “I disagree or I see it differently” is honest. “That’s foolish or stupid” is blunt. Honest is truthful and the way to be authentic. Blunt is skewed with your slant or emotion. Be honest and tactful to be authentic.


  4. Think coexistence not conquering. You can be authentic and welcome others’ authenticity.

  5. Live with confidence AND humility. Confidence enables you to reveal who you are. Humility allows you to see who others’ are. It isn’t a fake shell. It’s an inner belief of continuous learning. Humility honors everyone (you and others) without minimizing anyone. Be confident and humble to be authentic.


  6. As a teammate, recognize your talents AND those of others. You can be authentic and speak about your talents IF you applaud others’ talents as well. Else, it seems obnoxious and self-absorbed.

  7. As a leader, lead with empathy and appreciation. Inspire, engage, and appreciate those your lead. The relationships you build allow you to lead even in tough times without fear tactics. Be appreciative of others to be authentic without scaring them.

  8. Be courteous and polite. It doesn’t mean you’re fake. It doesn’t mean you agree with them. It means you can show respect even in disagreement. Civility allows everyone to embrace authenticity.

  9. Understand and manage your expectations. Expectations can both define and communicate who you are. Dumping those expectations on others is not being authentic. It’s presumptuous and overbearing. Be authentic by knowing and managing your expectations.

  10. Moderate your frustrations don’t fry others with them. When you are frustrated with others, venting on them is not authentic. It’s insensitive. Take a minute to calm your anger and then communicate what you want in a reasonable way. “Stop whining” is rude and hurtful. “How can we solve this problem” is respectful and focused.

  11. Choose your words wisely. The language is rich with words to describe your authentic thoughts and feelings. The old saying “It’s not what you say it’s how you say it” is still true today. Avoid words that label or minimize others. “You’re just upset …” minimizes others feelings. “I can see you are upset with me …” shows a sincere authentic awareness. Be authentic through great communication!



Authenticity Without Angst – How to Get Started

Who are you? Write a description of the authentic you. Include how you want to be treated. Write down some examples of when you find it difficult to be authentic and still consider others’ needs. Now re-read the list above. How can you apply the eleven steps to those moments?



You will be able to balance your needs with others. You will see that it doesn’t reduce your authenticity. It attracts people to it!.

Share your success here! How have you balanced your needs and others?



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

Related Posts:
18 Things Respected Well-Liked Leaders Consistently Do
Be Selfless & Giving Not Faceless & Fake

©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™


Expectations & Assumptions: JOIN us in #Peopleskills chat!

WHEN: Sunday April 12, 2015 at 10AM EDT. Hashtag: #peopleskills

Background on This Chat Topic: People Skills Expectations & Assumptions

Last Sunday in #Peopleskills chat, we discussed deepening connections. It raises additional questions about expectations and assumptions in human interaction.

Are expectations the hidden obstacle to great interactions? Or are they the force that brings people together in the first place? What about assumptions? Do they have a positive or negative effect? JOIN us this Sunday April 12th, 2015 at 10am EDT to discuss expectations & assumptions.

Expectations & Assumptions: Image is People skills logo

Expectations & Assumptions: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

People Skills Expectations & Assumptions

Very few people are free of expectations & assumptions. Perhaps no one. Given that, how do expectations & assumptions impact human interactions in business, leadership, teamwork, customer service and in life’s deep relationships?

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • Where do expectations come from?
  • When we expect a great deal of ourselves, __________________.
  • What would human interactions be like if we had no expectations?
  • Expectations are the _________ to great human interaction.
  • What are the advantages and disadvantages of leaders’ expectations of others?
  • What relationship is there between assumptions and expectations? Any?
  • How do our personal values affect assumptions and expectations of others?
  • What assumptions about others have helped humanity and which ones have hurt humanity?
  • Assumptions, gossip, and groupthink: Are they connected? If so, how can we stop the damage?
  • Does communicating expectations and assumptions make them OK? Or do they live on?
  • How can we capture the benefits of expectations and minimize the risks?
  • What are the key people skills for working through diverse expectations and assumptions?

So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday April 12, 2015 10am EDT on Twitter (hashtag: #peopleskills) to discuss people skills expectations & assumptions.

I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.

Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special and continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price and Tom Rhodes for their time and insightful contributions.





Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday April 12, 2015 10am EDT/7am PDT to explore people skills expectations & assumptions.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.





TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.

Chat with you this Sun. April 12, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: People Skills Expectations & Assumptions.

Until then, as always, I wish you bonds of happiness and success!

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

©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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Difficult Customer Moments: Free Your Mind!

With more than twenty years of teaching how to handle difficult customer moments, I can attest to one eternal truth:

Both the obstacle and the pathway to handing difficult moments with customers are in the mind — our minds, not theirs.

Difficult Customer Moments: Image is sign that says free your mind now!

Free Your Mind to Deliver Superior Service in Difficult Customer Moments Image by: EnvironmentBlog

Image by: Environmentblog via Creative Commons License

In Difficult Customer Moments: Free Our Minds!

First and most importantly, let’s free our minds of the disdainful phrase — difficult customer — and replace it with the empowering phrase, difficult moment. This changes our outlook from one of resentment and disregard to empowered action. We don’t resent customers and who they are. We work to remedy the difficulty.

Secondly replace our desperate lament “Why Me”, with the mind freeing phrase “What If”.


What If …

  1. The customer has goals we don’t understand yet?
  2. The customer’s personality is different from ours?
  3. There’s an urgency we are not aware of?
  4. The customer has insight beyond ours?
  5. There are cultural differences causing stress?
  6. The customer simply feels confused and worried?
  7. The customer is pressed for time?
  8. Trust is still lacking?

And What If …

  1. We listen carefully to hear what the customer is saying and not saying?
  2. We adapt to the customer’s personality type to build the bond?
  3. We explore to detect the urgent pressure?
  4. We hear the need instead of an attack to learn the bigger picture?
  5. We let the customer set the cultural bent?
  6. We clear confusion to relieve the worry?
  7. We empathize and then get to resolving the issue?
  8. We do everything we can to rebuild trust?

The phrase “What if” lights up the creative parts of our brain freeing us from the emotional trap of defensiveness. When we free our minds of labels and blame, we see and hear invaluable information, alternate views, and previously undetected possibilities.

Open-mindedness transforms the difficult customer moment from heavy burden to superior customer service. Our adaptability and new thinking show the customer our professional care and that echoes throughout the customer’s community.

Action Summary
In difficult customer moments, silently ask yourself these what ifs. This mind freeing approach will:

  • Keep you calm and caring.
  • Stop you from telling the customer “calm down.” (Don’t ever say this!)
  • Tool you with great questions to ask the customer.
  • Improve your listening.
  • Fuel you with ideas on how to resolve the problem.
  • Lift your spirit and sustain your morale.
  • Wow the customer with care and great service recovery.

When have you received great care as a customer when you were upset?


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

Related Posts:
5 Powerful Beliefs & Actions to Win Over Rude or Angry Customers
24 Customer Service Tips to Make it Easy for Customers

©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™

Giant Communication Blunder & One Very Easy Fix

You feel strongly about something. You want others to care about it. As you communicate with them, you hit a brick wall! What’s the problem? You built the wall!

Giant Communication Blunder: Image is brick wall w/ a one way sign on it.

Giant Communication Blunder. Image by Great Beyond via Flickr Creative Commons License.

Grateful for image by Great Beyond via Flickr Creative Commons License.

Ask yourself, have you slipped into stating questions instead of asking questions? When people feel strongly about something they often slip into stating a question that tells instead of asks.

Don’t you think? Wouldn’t it be better?

What answers do you expect? You are in tell and sell mode and pretending it is conversation and listening.

Instead of stating their true opinions, they either say “no”, say nothing, or walk away. You suddenly face the brick wall you built.

Can’t people disagree regardless of how you pose the question? Yes, some can. Will they want to bother? Very likely no.

Questions like “don’t you think” …

  • Treat others as subordinate
  • Suggest others’ views are not important
  • Demand agreement while pretending to be open-minded

This is a giant communication blunder. Who wants to scale a brick wall of pretense and arrogance — especially when they don’t care as much about your cause as you do.

One Easy Fix to This Giant Communication Blunder

State your opinion as opinion and ask open-ended questions to engage others. “What do you think?” vs. “Don’t you think?” Ask and listen.

Influence honors others with generous restraint and gentle honesty. It invites people to express their views and make their own decision.

What else do you think contributes to influential communication?


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

Related Posts:
Potent Communication: 9 Easy People Skills Tips
Silence: When Is It Golden and When Not?

©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™

Great Customer Service Staff: Recruit These 15 Natural Traits

For years I have been able to spot job applicants who are naturally great at customer service. They excel at it. They have an ease, commitment, and skill that makes them great. They have a natural calling to serve others and they answer that call very well.

Recruit Naturally Great Customer Service Staff: Image is bright sun over ocean

Recruit Naturally Great Customer Service Staff. Image by Sea Turtle via Flickr.

Grateful for image by Sea Turtle via Flickr Creative Commons License.

Recruit Naturally Great Customer Service Staff

As more and more managers asked me how I picked naturally great customer service staff, I created this list of traits and behaviors. It was an interesting exercise to turn my people skills intuition into concrete traits you can unearth in interviews.

Here’s what the naturally great customer service staff do:

  1. Accept the absurdity of life without using sarcasm toward the customer.
  2. They easily adapt; their need for control is low.
  3. They listen with empathy.
  4. They brilliantly balance objectivity and caring.
  5. They initiate both caring and action. This is essential for dealing with upset customers.
  6. They know that they can’t change others — only their own perspectives and reactions. More importantly, they don’t want to change others.
  7. They love diversity. They are inspired and excited by it. They are non-judgmental.
  8. They exhibit a high sense of ownership and teamwork.
  9. They understand the big picture and show attention to detail; they follow-through.
  10. They see and hear far more than what the customer is saying and use it well.
  11. They continuously learn from interactions and quickly reapply this insight.
  12. They are self-confident not arrogant. They are comfortable with customers questioning their authority and influence appropriately.
  13. They have a thick skin and a warm heart. This makes them resilient and prevents them from burning out.
  14. They believe service and servitude are completely different. The first you choose; the second you don’t. They are proud to serve.
  15. They love to serve because of the giving — not to be liked or loved in return.

One caution: Be wary of job applicants who say they like customer service work because they like being appreciated. When the difficult customers are and the thank yous aren’t, these employees become frustrated and may do poorly. Customer service is about caring for others not about the customers caring for them.

Recruit and retain naturally great customer service staff by:

  • Understanding and believing that these people actually exist. Look in diverse pools of talent.
  • Using above list to hire friendly. Then train technically.
  • Giving them leeway in interacting with customers. Rigid scripts work against their natural talents.
  • Treating them with respect and trust. It sustains their natural talent.

You can easily trust and empower them to wow the customers. Since they are highly responsible and talented, the customer experiences the ultimate in care and action — in the moment, every time.

The consistently high quality service these great customer service staff deliver is your winning business advantage!

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

Related Posts:
Customer Service Inspiration: The Secret Keys to Great Attitude
5 Powerful Beliefs to Win Over Rude Angry Customers
11 Wining Beliefs for Superior Customer Service Experience
Customer Service People Skills: 10 Non-Defensive Responses

©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.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Silence: When Golden, When Not? People Skills global Twitter chat topic.

WHEN/WHERE: Join us Sunday Feb 8th, 2015 on Twitter at 10AM ET. Hashtag: #peopleskills

Time converter:
Please click the time converter link above to convert 10am ET to your local time.


When is Silence Golden? When Is It Not?

Join us Sunday Feb. 8th 10am ET to explore when is silence golden and when is it not.

People have always had different views of the value of silence and different comfort levels with it. Now with so much technology in use, we see people’s views about silence more publicly. Silence affects interaction, our lives, and our work. We will explore it in this week’s #Peopleskills global Twitter chat.

Silence: Image is People skills logo

Silence – When Golden? When Not?: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Silence – When is it golden and when is it not?

As we approach this Sunday’s people skills global Twitter chat (#peopleskills), let’s think about the value of silence and its use and misuse.

Some questions to get us thinking in advance:

  • What does silence bring to the world?
  • Sometimes silence is one way to avoid trouble. Does it ever become the trouble?
  • Silence seems to mean different things to different people. Why?
  • What does silence do to you or for you?
  • Traditional belief: “Children should be seen and not heard.” What were the results of this belief?
  • In the face of injustice, silence is ________________.
  • When is silence golden and when is it not?
  • How/when do great leaders use silence?
  • Can a leader’s silence cause trouble? Y/N How/How not?
  • How do we find balance between silence and verbal interaction?

These are just some questions to get us thinking. Actual questions will post live during the chat.

Bring your experience, curiosity, a beverage, and join the community on Sunday Feb. 8th 10am ET to explore when is it good to be silent and when is it not.

I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.

Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price and Tom Rhodes for their time and contributions.





Hope you will all join people skills global Twitter chat (#peopleskills) this Sunday Feb. 8th 2015, 10am ET/7am PT about silence.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.




TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.

Connect with you this Sun. Feb. 8th, 2015, in #peopleskills global Twitter chat 10am ET on silence – when is it golden and when is it not.

Until then, as always, I wish you bonds of happiness and success!

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

©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.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Business Marketing: People Skills Mistakes You Can Easily Avoid

Every leader and business owner knows that business marketing and networking are essential to success. Whether face-to-face, on the phone, or on social media, our interaction with people matters. Are you making people skills mistakes that hurt your business marketing? Here are several you can easily avoid!

Business Marketing People Skills Blunders: Image is Withered flower blossoms.

Business Marketing: People Skills Blunders to Easily Avoid Image via MMStock.

Grateful for image from Jeffrey Betts, MMTStock

Avoid These People Skills Mistakes in Business Marketing

Interaction matters when you are doing business marketing and networking. How you behave, speak, and follow-up can make or break you.

Here are true stories of people skills mistakes in business marketing that you can easily avoid.

  1. Mistake: Treating People as a Target. I received an invitation to join someone’s LinkedIn network. I viewed their profile and said yes. When I accepted I sent a message asking a few questions to show interest in their work. They responded: I didn’t contact you at random. Would you like to take our training course and be certified in our special communication model? No I wouldn’t. My impression of them is negative. They have no time to learn about me nor tell me about themselves. They come across as foraging for sales and devoid of people skills. Ironically they are selling communication training. How absurd. Take time to build relationships and trust. It changes everything!

  2. Mistake: Focusing on yourself. A potential customer agreed to speak with a web designer she met online. She asked a couple of times to speak on the phone and he kept pushing the idea of SKYPE. She finally agreed to SKYPE and during the entire conversation he talked about his integrity, his vision, his preferences in designing. She ended the call and all contact with him. She told me: He is full of himself. Tip: Ego can kill many things including your business marketing. Focus on the customer!

  3. Mistake: Taking steps you really don’t mean. I received an email from another customer service consultant/speaker. He mentioned he would do speaking engagements that others don’t like. He gave a few examples. It was a very creative business marketing approach — or so I thought. I emailed him back that I might refer some customers to him. I suggested we speak on the phone or SKYPE. His reply: I’m really busy and anyway it was just a casual email. Huh? You are taking up people’s time with a casual email? Tip: When you ask for others’ attention in business marketing, don’t slam the door shut when they respond.

  4. Mistake: Using sexual references. I had attended a business marketing event and the speaker was very good. We spoke briefly at the event and his wife/partner did a follow-up mailing. We all agreed to meet over coffee to explore some business ideas. It turned out he just wanted my customer list. I declined. He then replied: I guess I’m too direct. I forget that women like foreplay and we men like to get right to the sex. My intuition about his character was right. Can you imagine if I had connected him with my customers? Being crude is not a good business marketing strategy. Tip: Avoid sexual references. They can offend. Language gives you many impressive ways to communicate your point. Choose great words that don’t offend.

  5. Mistake: Creeping people out by knowing too much about them. One of my customers told me a solar panel company rep called him at home. The rep knew my customer’s salary and net worth. He used this information to convince my customer that he could afford solar panels. My customer told me it was a shock to hear a stranger telling him so much about his own financial picture. He said no to the rep and the solar panels. Tip: Respect people’s privacy. Don’t collect and share data to manipulate them.

  6. Mistake: Not listening. A few years back I was looking for a graphics designer to create my speaker ONE sheet for business marketing. I called a well-known designer that many speaker groups had promoted. In our first (and only) phone call, she kept trying to sell me her book. Instead of listening to what I needed, she focused on her predetermined business goal. I couldn’t imagine working with her since she showed little interest in my needs. I went back to social media and found Kimb Manson Graphic Design. I called Kimb and we were soon discussing my needs. I knew immediately that I could work with her. Her people skills made the business marketing come to life. Her creative skills made the ONE sheet come to life. It is no surprise that she is ranked very high on Google in graphics design for speakers.

  7. Mistake: Sharing your baggage or dirty laundry. Every business has good times and bad. When marketing to customers, share the good times. Once you understand what they want and need, show them how your product, service, and expertise will make them successful as well. If you frequently talk about the bad times you had with other customers, they may wonder what you will say about them. Tip: With customers, speak positively not negatively and forward not back.





Proficient people skills in business marketing create a great first impression, build trust, and a wonderfully memorable experience. I would be pleased to share even more people skills tips at your business group or company event.

Remember, be customer focused, be professional, and be generous.

Your turn: What people skills lessons learned would you add to this list?

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

Related Posts:

13 Key People Skills for Business & Career Success
Social Media: Are You Using These People Skills
Modern People Skills Reminders for Social Media Greatness

©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.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

It takes great people skills to succeed in business and it takes empathy to have great people skills. Have you discovered the full extent of your empathy? Without empathy — understanding and feeling what others are feeling — you fail to build trust and true connection.

People Skills Success Discover Your Empathy: Image is a humanoid w/ binoculars

People Skills Success Radar: Discover Your Empathy. Image licensed from Istock.com

Image licensed from Istock.com.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

Find your empathy to lead and engage employees, work with teammates, collaborate on projects, and succeed with customers. Give it even in the toughest moments. Your people skills success radar will help you find it.

Here is where empathy often hides:

  1. In what you are afraid to be. When people want to be seen as tough and strong, empathy hides to protect that image. Release and give your empathy. It shows that you are truly secure in who you are and confident enough to care for others. Inner strength is your billboard not fake toughness.

  2. In what you never received. Your empathy hides behind your unconscious scar of not receiving any. Find your empathy there and give it to others. It is the best way to get empathy and remove your scar.

  3. In the fear of failure. When people are afraid they will fail, they sometimes focus too much on themselves. Their fear hides their empathy. Uncover your empathy to uncover people skills success in business.

  4. In the myth that empathy makes others weak. Feeling what others feel doesn’t make them weak. Connection lifts people up. Your empathy makes them stronger as you light another way to success.

  5. In a logical focus. People who find comfort in logic — and discomfort in feelings — bury their empathy underneath analysis. Dig it up. Empathize before you analyze. It doesn’t bury you in feelings. Empathy is the connection before the solution. It is the secret to people skills success.

  6. Behind a wall of mistrust. When people are stung by an emotional manipulator, they sometimes put up walls to future connection. They don’t want to empathize and be stung by anyone again. Don’t hide your pain behind the wall. Call the stingers what they are — stinkers! Then share your empathy with the rest of the wonderful caring people in your world. Otherwise, the stinkers hide your people skills success behind the wall forever.

  7. In the wrong definition of empathy. Empathy doesn’t mean you agree with others. It simply says: “You matter, we matter, this matters, let’s find a solution.” You can empathize with someone’s feelings and yet not agree with their reasoning, conclusion, or solution. Share your empathy first to help them see a different view.

  8. In a judgmental ego. “I told you so” and “Everything that happened to you is your own fault” scream out your weakness. Quite ironic since these statements attempt to focus on others’ weakness! Silence your judgmental ego w/ a more powerful force — empathy. Then watch the magical power of connection bring you success.

  9. In a vengeful spirit. If you live a get even life, your empathy and success have difficulty living there too. And few will want to be there with you. Employees, colleagues, teammates, and definitely customers will keep their distance. Replace vengeance with forgiveness and move forward. Your empathy — not vengeance — will bring you people skills success.

Work and live the most basic human truth, success comes through connection. Empathy brings the magical power of connection to life. Find and share your empathy for people skills success.

What would you add to the list above? Is there a #10?


Let’s explore empathy in workshops with your teams and boost teamwork and business success!

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

Related Post:
People Skills Philosophy 4 Keys to Agility & Success in Business
What Happens When Tough Leaders Show Empathy?

©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.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

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