Teamwork

Listening Beyond Our Boundaries: Risk Free Success!


Listening Beyond Our Boundaries: Image is person breaking through and emerging through a wall.

Listening Beyond Our Boundaries. Image licensed from Istock.com

Image licensed from Istock.com


We succeed in leadership, teamwork, employee engagement, customer service and relationships in general when we listen beyond our boundaries.

Listening beyond our boundaries solves problems and prevents problems. It turns perceived gaps into understanding. It magically draws people together to do the impossible. There is nothing to stop us.


All we need to do is get started!


Listening Beyond Our Boundaries: 2 Minute Quick Start Video















When has listening beyond your boundaries created surprising results?

How can we help others to listen beyond their boundaries?

Or must everyone do it on their own?


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

Related Post:
Listening Responsibility: Listen While We Speak!

©2014 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, share my experience, and welcome your wisdom.

Leadership: Do You See a Generation Gap or an Intersection?


Every day  I hear leaders talk about the generation gap in the workplace.  I read about it blogs.  My reaction is, it’s an intersection — not a gap!


When the leadership in an organization see and focus on the differences, they widen the gap.  When the leadership see the possibilities at the intersection of talents, the gap narrows and even disappears.



Leadership: Find the Generation Intersections!

Gaps among diverse people are temporary not permanent. Consider how many times gaps have faded into sudden connection and teamwork in everyday life …

  • Disparate groups — even mistrustful factions — who pull together in a major crisis to save lives
  • Prospects who don’t want to talk to a sales person — until the sales rep finds the common ground
  • Private venture capitalists who embrace very young entrepreneurs when high potential and profit is staring them in the face
  • Very young entrepreneurs who truly welcome older experienced investors and advisers to increase success



Everyone Has a Story
We’ve all seen grandparents captivate their grandchildren with stories of the past. My young niece, when hearing me tell funny stories about relatives she never knew, blurted out “tell more stories!” This was after a long holiday meal where she was the only child at the table. You would think she would have been bored. No! She wanted to connect/intersect with generations she never knew.

What common elements turn the generation gap into an intersection?

  1. Positive, fun, upbeat, hopeful moments
  2. Possibilities and abundance for everyone not exclusions and shortage of opportunities
  3. Mutual gain from respecting diverse talents and views
  4. Higher calling or need as in a crisis

Leadership Generations Intersection: Image is intersecting circles.

Leadership Generations Intersection Not Gap via Istock.com.




What can leadership do to create these intersections?

  1. Create positive opportunities for the generations to intersect.
  2. Highlight the abundance of success that awaits instead of the tough times and narrowing opportunities.
  3. Team build with employees’ stories. The generations intersect as they see common human needs and responses emerge and merge.






Images licensed from Istock.com

Why bother? Because …






Leaders, help the generations to intersect. The time is now. I have many team building programs to make this happen. Let’s do it!


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

Related Teamwork Posts:
Leadership: 5 Essentials to Build 21st Century Teams
Leadership People Skills: 5 Ways to Spark Team Agility

©2013-2014 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.

Exceptional Empowerment: Do Employees Think They Can’t Ask You?

Empower your employees! This has become the leadership mantra of the decade. It develops new talent. It prevents the horror of micro-managing BUT …


Do empowered employees believe they must go it alone?


Leaders, if you want the results of exceptional empowerment, make it clear that it’s OK to tap expertise.






Exceptional Empowerment: Image is flying statues.

Exceptional Empowerment: Includes Mentoring & Collaboration Image by Martin Pettitt via Flickr.

Grateful for image by Martin Pettitt via Flickr Creative Commons License.


Exceptional Empowerment: Include Input & Collaboration

When leaders first try empowering employees, they often go astray. They mistakenly communicate to employees to go it alone.


“Don’t ask me. You’re empowered!”


That statement undermines empowerment. Avoid this risk. Finish the statement.


“Don’t ask me for permission. You’re empowered.”

 

Those two extra words, for permission, make a big difference. Empowered employees don’t ask for permission. They ask for input, knowledge, and perspective.




Leadership Steps to Exceptional Empowerment

  • Mentor. Empower with knowledge and experience. Don’t go from micro-managing to abandonment. Share your knowledge. Mentor through questions instead of leading with commands.

  • Distinguish exploring from struggling. Throwing someone into the deep end unprepared creates struggle. Sharing knowledge empowers exploration. The former can leave unproductive scars. The latter fuels greatness. Training wheels on a bicycle don’t stop the learning. Riders still have to peddle and steer around obstacles.

  • Define empowerment as development and sharing power — not delegation. Development suggests learning and growth. It shares power through knowledge and collaboration.

    Delegation doesn’t empower. It assigns responsibility. The delegators still have the power. Those delegated to represent those doing the delegating. This is not empowerment.





Make a smart start to exceptional empowerment. Don’t go from a hierarchical, solo work culture, directly to empowerment. Shift to a collaborative culture first. It makes sharing knowledge the norm. Exceptional empowerment in the organization develops easily from there.


Your turn: Do you empower people to collaborate or to go it alone?



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

Related Posts:
Teamwork Collaboration: Leadership Beliefs That Kill It
The True Cost of Fake Empowerment

©2014 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.

Teamwork Collaboration: Leaders, Is Your Competitive Spirit Killing It?


Teamwork Collaboration Killers: Image is large foot stepping on a person.

Teamwork Collaboration: Leadership Beliefs That Kill It! Image via Istock.com.

Image licensed via Istock.com


Business owners and leaders hold a competitive spirit in high regard. They often have it and hire for it. They say, “without a competitive spirit how would a business succeed, right? Not necessarily.


Today’s business environment also requires tremendous teamwork collaboration. Innovation needs it. Sales needs it. Superior customer experience needs it. Project completion needs it. In truth, teamwork collaboration is absolutely essential for business success.





It doesn’t have to.



Teamwork Collaboration: Check Your Competitive Beliefs!

Leaders, what are your competitive beliefs doing to your teams’ interaction and collaboration? It’s an important question. Attitude and beliefs drive your behavior and the culture of your organization.

  1. Do you equate collaboration with weakness, laziness, even failure? Your initial answer may be no! Do your actions prove that out? Do you truly value, respect, and elevate high collaborators?

    Do you see collaborators as leaders who can build that culture? Or do you place them under competitive employees? Whom do you promote to a higher position? Great collaborators or individualists with a competitive spirit?


  2. Do you believe collaborators need coddling? In a recent chat, one leader proclaimed he doesn’t have time to coddle people. He prefers competitive types. Coddle?

    True collaborators are not super sensitive people who demand constant support. They are talented employees who know how to initiate ideas and work with others to reach a collective result. If you believe you must coddle collaborators, you may kill teamwork collaboration.


  3. Do you believe that progress stagnates without rivalry and competition? Some people need rivalry to work hard. Yet, natural collaborators find it a huge turnoff. To them it’s distracting. They are already motivated to work hard with others. Rivalry is the antithesis of this.

  4. Do you think that competition builds strength, confidence and backbones? Not in everyone. Many collaborators are motivated through synergy of talents not contests of conquering. Moreover, natural collaborators are not spineless weak adults who lack confidence. They are strong enough to have their own voice and honor others’ as well.

    Leaders, how are your team members motivated? Through competition or collaboration? If you are leading with a competitive philosophy because it’s comfortable for you, you may be killing teamwork collaboration.




How well do you understand the collaborative mind?



Leaders inspire teamwork collaboration when they …

  • Know their teams members and what inspires them. “Celebrate those who compete, celebrate those who collaborate. An ocean refuses no river.” ~@AJManik

  • Recognize when competition is creating a deadlock and help team members see why it’s happening. This is important when you have competitors and collaborators on the same team.

  • Overcome the myth that collaboration is everyone thinking the same thing. It isn’t. It’s diverse views without the mindset of who’s right/wrong and who’s going to win. Help team members learn to disagree with respect, to reach collaborative results.

  • Remember that initiative is different from competition. Initiative and a can-do attitude are always valuable. They keep the business moving toward success. Yet, competition sometimes kills much needed teamwork collaboration.

  • Address domineering non-collaborators even if they are great individual performers. If you justify their behavior with their results you undermine teamwork collaboration.








What progress truly requires is initiative, can-do attitudes, critical thinking, innovation, and great execution. You can find this in both natural competitors AND collaborators. Know who you are leading and inspire them to great heights!


Competitor or collaborator – Which do you think makes a better leader?

Which do you prefer as a leader?



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

Book Keynotes:
GPS Your Brain to Work w/ Any Personality Type
Leaders, Be a Buoy of Inspiration & Balance


More Blog Posts on Related Topics:
Are You an Annoying Maverick or a Welcome Initiator?
Teamwork Collaboration: Do You Welcome People In or Push Them Out?

©2014 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.

Rebuilding Trust: What Does It Reveal About You?


Rebuilding Trust: Image is statue of child hugging itself.

Rebuilding Trust: 3 Tough Teamwork Truths. Image by Chris Bartle via Flickr.

Image by Chris Bartle via Flickr Creative Commons License


Rebuilding Trust: A Very Revealing Story

    As I rode the train, I heard a young man talking to his friends. He told of how during his senior year in college he missed an important team event. Team participation was part of his grade and he risked failing. He spoke with the professor about doing something to ensure he didn’t fail.

    The professor told him he would have to do loads of office work that would position the team for ultimate success. The young man replied: That would feel too much like punishment. I would rather …



Rebuilding Trust: 3 Tough Leadership & Teamwork Truths

  1. After you’ve broken a trust, your initial response defines you. Rebuilding trust requires selflessness. A selfish response erodes the trust further and will haunt you for many years to come.

  2. Rebuilding trust requires more than just repairing what you broke. It needs a radical change in behavior that allows others to risk trusting you again.

  3. Sacrificing your own needs to rebuild the trust you broke is not punishment. It is the generosity you didn’t show initially. If you call it punishment, it announces to others that you are still thinking of yourself instead of them.






Asking for a second chance is a huge ask at the very moment you’ve disappointed or hurt others. Surrender your needs to those you’ve disappointed. Act with selfless humility to break down the fear of trusting you again.

Rebuilding trust is an act of emotional intelligence. You will come out of it a new person if you dig deep and give generously.


What is the one thing you want from someone who breaks your trust?



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

Related Posts:
Leadership & Teamwork: What’s So Hot About Humility Anyway?
Never Confuse Humility With Humiliation
The Perfect Apology and the One Word That Destroys It
People Skills: 3 Precursors to Influence

©2014 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.

Team Harmony: Is it at odds with great results?

It doesn’t have to be. When teams are united in their goal and are willing to adapt to reach it, you can have both team harmony and great results.


Team Harmony: Image are zen rocks stacked but tipping.

Team Harmony: Leaders, Are You Sacrificing Greatness? Image by Alexandra Stevenson via Flickr.

Grateful for image by Alexandra Stevenson via Flickr Creative Commons License.




Yet leaders who are very focused on team harmony and morale, sometimes sacrifice great results to keep morale and harmony alive.


  • They accept low performance issues to avoid upset vs. addressing issues through engagement, coaching, re-assignments, or dismissals.
  • They tolerate change resistance of a few instead of leading all team members through it.
  • They stomach the pessimist’s constant negativity instead of asking them for creativity, alternatives, and solutions.



Leadership: Great Results and Team Harmony!

Leaders, you don’t have to choose between team harmony/morale and great results.

  1. Bring out the best performance of each team member by making them aware of where they need to improve. Improvement starts with awareness, grows with coaching and training, and finishes with individual ownership and commitment. Team members can coach each other by sharing insights, expertise, and encouragement. This builds both team harmony and great results.

  2. Know the difference between true change resistors and people grappling with change. True change resistors argue endlessly against the change. People grappling with change ask how-to questions, contribute ideas to discussions, and take action to achieve it.

    Once you spot true change resistors, make it clear what different behaviors are needed. To lead change, you must be willing to teach, guide, and call everyone to high expectations. Be ready to make changes in team make-up if resistors continue to resist. Team harmony and morale sustain themselves when everyone is contributing instead of resisting.


  3. Have the team discuss the difference between skepticism and pessimism. What words and actions distinguish the two? There is a fair amount of confusion about it. Skeptics raise healthy questions about risk, possibilities, and pathways. They keep reality in focus and hope and optimism alive.

    Ardent pessimists are saying no. They close the door instead of opening new ones with appropriate caution. Left unchecked, they can crush both team harmony/morale and great results.





  4. Now for the tough one leaders …

  5. Replace managers who are consistently negative, highly change resistant, or very insecure and arrogant. If you want team harmony/morale and great results, the managers leading the teams must be open to change, able to engage others, and both optimistic and realistic. Teams dealing with highly negative, insecure, arrogant, change resistant managers have lower team harmony/morale and weaker results. These managers determine the speed and distance your organization can travel and the results it can achieve.





What front line management behaviors do you find most important to team harmony and great results?



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

Related Posts:
Leadership: 5 Essentials to Spark Team Agility
Leadership Morale Challenge: How Long Do You Coach a Bad Attitude?
Leaders, Employee Engagement is Uniquely Personal

©2014 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: What motivates great communicators?


Much is written on what great communicators do. Much is written about how they benefit others. Yet not much is written on why great communicators focus on great expression.


What motivates them? Does communication meet some inner need? Perhaps knowing this can help everyone interact and work better together.


People Skills: Image is the word "Motivation".

People Skills: What Motivates Great Communicators? Image licensed from Istock.com.

Image licensed from Istock.com

People Skills: The Secret Motivation of Great Communicators

What is it that great communicators get out of great communication? What inner need does it meet? Some say …

  • Need to influence others. Possibly. Yet that desire would ebb and flow. Great communicators communicate consistently. Their communication and people skills are always present.

  • Strong need to connect. Sounds plausible. Yet many people have the strong human need to connect with others and don’t focus on great communication.

  • Great need to help others. Could well be true. Still many people with the “helper’s high” motivation — also known as high altruism — are not great communicators.

  • There is no need. They were just born that way. Hmmm. I do believe in inborn traits. Yet most people focus and further develop the behaviors that give them what they like, want, and need.


So what is it that great communicators want that great communication gives them?


Security!




Great communicators find security, comfort, and protection in communication. To them it is the one light on a very dark road. The key to an unknown future. The way to minimize risk and mitigate danger.


Great communicators not only give great communication, they want it in return. Refuse to communicate with great communicators and you will see their frustration spike. Withhold information from great communicators and they will forge ahead and go around you to get what they need.


Ask great communicators to complete this sentence: “I communicate because it _________________________.” You may get different answers yet underneath all the replies will be the connection between security and communication.



What People Skills Lessons to Learn From This Need for Security?

All humans have some need for security. How much varies and how they meet that need varies. Some fill it more through introspection and less expression. Others meet it through great communication.

Alas the ever present people skills struggle between introverts and extroverts, between analytics and expressives, and between amiables and drivers. The good news is the differences are not permanent blocks!

  1. Be very self-aware of how you fill your need for security. Whether it’s through deep introspection or great communication, the need can also make you inflexible. The awareness can counteract that and make you adaptable. Every relationship — at work and home — requires flexibility and adaptation to others’ needs.

  2. Leaders, be aware of the security needs of those you lead. Great leadership communication anticipates and meets the diverse needs of many to engage everyone. If you expect everyone to be just like you, it will limit the reach and effectiveness of your leadership. There are leaders who meet their own security needs through introspection and lose patience with employees who need a high level of communication. Likewise, leaders who find security in communication often dismiss employees who are more introspective. Neither results in great leadership.

  3. Teammates, understand the security needs of each other. Your collaboration will soar when you understand what makes each person feel secure enough to takes necessary risks.



People so rarely speak about their need for security yet underneath it is affecting every interaction. Be aware of the need and you limit how much it can limit you!

What gives you a sense of security? Communication, introspection, or ____________?



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

Related Posts:
People Skills Secret Revealed for Introverts and Extroverts
Avoid 8 Common Causes of People Skills Mistakes

©2013-2014 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.

Engaging Employees to Succeed at What? Integrity?


As I work with leaders on engaging employees, I’m always interested in how others are defining it and doing it. Today I read David Zinger’s definition: Employee Engagement: Good work, done well, with others, every day.

At the same time I’m reading about Toyota’s and GM’s car safety issues and wonder if the employees thought they were engaged in good work done well. Most likely the answer is yes. Hence the confusion with employee engagement.

When leaders approach me about engaging employees, I ask them, engage employees to do what? Get the job done? Follow the leaders? Engage each other for company-wide success? Each answer leads to different results.


Engaging Employees: Image is the word Ethics held up by hands.

Engaging Employees to Succeed at Integrity? Image licensed from Istock.com.

Image licensed from Istock.com

Engaging Employees: Culture of Accountability & Integrity

As the new CEO of GM fields questions about why the corporation didn’t fix known safety issues, she has focused on the problem of silos that stopped communication. However …

Silos don’t stop communication.


Silos create communication challenges that a culture of accountability and integrity solves.


Supposedly at GM, departments that were aware of the trouble with ignition switches didn’t tell the engineering teams. Why not? Why wouldn’t they feel absolutely compelled to inform others who could solve the problem? Silos don’t explain this. Their cultural definition of employee engagement does.

Clearly, GM’s definition of engaging employees was limited to meeting department goals. The engagement culture was not one of company-wide accountability to protect customers and GM’s good name. What was missing?

The simple question that wasn’t on everyone’s mind …

Engaging Employees: Image is words Wrong & Right

Engaging Employees: Accountability & Integrity Image licensed from Istock.com

Image licensed from Istock.com

Even established core values like the following don’t compel people to engage each other throughout a company.

Engaging Employees: Image is list of core values

Engaging Employees: Core values alone don’t do it. Image fr Istock.com

Image licensed from Istock.com


Employees likely think of core values as applying to their own work not necessarily as calling them to engage each other for company success. Most core values lack this call to action.


Leaders, you can fill this gap by asking the following two questions consistently with your teams:

  1. Who does this issue impact?
  2. Who all needs to know?






If you want employees to do good work, done well, with others, every day, as David Zinger proposes, then live, model, and illustrate the phrase “with others”.

You will effectively develop a culture accountability and integrity that engages employees to engage each other. It will remove the communication challenges that silos create.

What successes have you had engaging employees to break through silos?


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

Related Posts
Leaders, Engage Employees Through Connection Not Status
Employee Engagement: Breed Accountability Not Blame

©2014 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.

Emotional Intelligence Impulse Control – Sunday’s People Skills Twitter Chat Topic

WHEN: Join us Sunday April 6, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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



Background on Emotional Intelligence Impulse Control

Balance is very important in developing relationships both at work and in everyday life. When we act purely on our own impulses, others may see us self-absorbed, insensitive, and in extreme cases, socially misfit. Yet the key question is, where is the balance point? How can we each control our impulses to respect others and still be authentically ourselves?

Join us Sunday April 6, 2014, 10am EDT in #peopleskills Twitter chat to explore emotional intelligence and impulse control. My co-hosts will be Ed Hennessy (@Leadershipcall) and Chris Hennessy (@EIInspired).



Emotional Intelligence Impulse Control Twitter Chat: People skills logo

Emotional Intelligence Impulse Control Twitter Chat. Image by KimbManson for Kate Nasser. All rights reserved.

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


People Skills Twitter Chat: Emotional Intelligence Impulse Control

Work interactions — especially collaboration and teamwork — require both self-restraint and giving. When team members act purely on impulse, their actions impact others. When they mostly overlook others’ needs to play out their view, the results can be disastrous.

Join us in global people skills Twitter chat (#Peopleskills) this Sunday April 6th at 10am EDT to explore the delicate balance of emotional intelligence impulse control. Some questions to get us thinking in advance:

  • How do you define impulsive behavior?
  • What emotions trigger impulsive behaviors?
  • How do you typically deal with an impulse to act?
  • In what situations is reacting impulsively a positive?
  • How does someone’s low impulse control impact you?
  • How might your impulsive behavior impact others & relationships?
  • What are some ways we can improve our impulse control?



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

So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday April 6, 2014, 10am EDT on Twitter (hashtag: #peopleskills) to explore People Skills: Emotional Intelligence Impulse Control.


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 chat community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights. Special thanks to the community and chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tom Rhodes, and Tracy Shroyer. and this week’s co-hosts Ed & Chris Hennessy.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday April 6, 2014, 10am EDT/7am PDT to explore People Skills: Emotional Intelligence Impulse Control.

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.


Chat with you this Sun. April 6, 2014, 10am EDT in people skills global Twitter chat to explore People Skills: Emotional Intelligence Impulse Control


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™

©2014 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.

Service Recovery, Goes Far Beyond Problem Solving!


Customers hope for no problems. Yet problems arise. Nothing is perfect. When they do, customer service recovery is the hot landing zone for success.


To meet customers’ expectations in that zone, we must know what customer service recovery is and build a culture including everyone — not just the front line. Some leaders define service recovery as “resolve the problem”. They apply great resources to it. They are stunned when customers leave despite the problem resolution. They wonder what customer expectations they missed.


Customer Service Recovery: Image are lights of airplane landing.

Customer Service Recovery Landing Zone for Success. Image by: Echo9er

Image by Echo9er via Flickr Creative Commons License.

Service Recovery Requires Far More Than Problem Solving

Here’s what these leaders missed in defining and delivering service recovery. In addition to solving the problem, we must …

  1. Illustrate Commitment.

    When customers experience trouble, our every move has to show total commitment to them. Ask yourself: What are we committed to? Standard procedures and processes? Organizational structure? Or the customers’ success?

    Good sense service recovery: Show commitment to the customers. Give them attention and make it easy for them! In the hot zone, replace routine everyday procedures with full focus on the customers as well as their problems. All the problem solving behind the scenes won’t rebuild trust if we ignore the customers and inflict more pain along the way.


  2. Work With Credibility.

    Leaders, credibility hinges on ownership and empowerment. Committed empowered team members with customer service people skills can deliver excellent service recovery. Non-empowered team members will fall short. Why?

    Because they can’t convince customers that the organization is owning the problem. They will always seem like smiling gatekeepers not capable customer advocates. During service recovery, this inflames the situation. Customers believe no one cares and nobody is doing anything. They leave with frustration and bad memories.

    Good sense service recovery: Empower team members with information. Give them permission to work across departments for credible service recovery. Else customers believe we care more about our company’s structure than we do them. Why should they return and be loyal?


  3. Collaborate and Team Up.

    If your business is comprised of structured silos, collaboration and teamwork can be the weak spot in service recovery. You can’t just give permission to an employee to work with another team. The other teams must welcome it and collaborate too.

    Good sense service recovery: If the top leader has asked you to lead service recovery improvements for the organization, engage your management and leadership peers. Work together to identify all teamwork obstacles to service recovery. Their teams must all deliver service recovery. These leaders and managers must help craft it.

    If your peers resist, it can be a sign that your organization’s commitment to service recovery is painfully weak. Rigid managers who protect their domain are placing internal politics ahead of customer well-being and the company’s success.


  4. Communicate Throughout the Process.

    Lack of information and sparse communication kill service recovery. Think of the pain it inflicts on customers. They can’t move on to achieve their goals. They feel helpless, incapable, and even panicky and desperate. It puts them on hold completely. Many think that not knowing is the worst. They see it as the height of selfish uncaring behavior.

    Good sense service recovery: There is no excuse for lack of communication. Keep customers informed throughout the process to show them you are owning the problem and working on it. If you have a resolution plan in place to solve some of the bigger problems, communicate it. Solving the problem is not enough.


  5. Show We Care.

    How we communicate makes all the difference. Our words and tone of voice either speak our commitment or show we don’t care.

    Good sense service recovery: Provide customer service people skills training. It turns everyday communication into professional service recovery skill. Deliver it to all teams not just the front line. How teams speak to each other affects the total effort and the service results. It is the difference between a customer centric culture and a non-empowered front line.





Important Questions from Leaders

In the 25 years I have been consulting and training on service recovery, leaders most often ask:

  • Must we do years of work to establish the customer centric culture before we train our teams on service recovery people skills? Answer: You can do it simultaneously. Caring communication is so important that the sooner you do it, the less pain you inflict on customers. The training also helps to create the customer centric culture although training alone can’t do it.

  • How do we explain to non-customer facing teams the value of service recovery skills training? Stress that how we think drives our behavior. Service recovery people skills training focuses on mindset, teamwork, and how to communicate with each other — not just with customers.

  • How can we ensure team members use what they learn? In the training, use customer situations that actually occur in your company. Engage the team members in the training; don’t just lecture and tell. Model the behavior yourselves. Lastly, ask the team to come up with ways to keep the learning alive. Will they make reminder cards? Will they start each day with one tip from the training? Will they share lessons learned each day? There are many ways. Let them wow themselves, you, and of course the customers!


What service recovery questions do you have or tips would you like to share?



We can make service recovery great and easy!



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

Related Posts:
Leaders, Can Your Teams Ace This Service Recovery Moment?
Customer Service Recovery, Use People Skills to Deliver vs Defend


©2014 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, share my experience, and welcome your wisdom.

Business People Skills: Can You See Your Ins & Outs? Others Can!


Business People Skills: Image is multi-color sign words are connection openness.

Business People Skills: Welcome In or Stay Out? Image by PSD via Flickr.

Grateful for image by PSD via Flickr Creative Commons License.

Business People Skills: People Can See If You Are Letting Them In

Many actions tell people if you truly want to connect with them or keep them at a distance. It matters in leadership and teamwork. It very much matters with customers. What signals are you sending? “Yes, let’s work together?” or “I’m not so interested.”


Have any of the following behaviors hurt your business people skills? They are easy to check and to keep in check. The effort is well worth it. Success comes with others — not alone.



  1. Mentioned in 2 minute video above.
  2. Mentioned in video above.
  3. Mentioned in video above.

  4. The need to be right. When people must have last word on everything, they come across as insecure, even arrogant. They are also sending the message — stay out! Closed-minded portrays as closed off. How do your business people skills portray you?

  5. Too much talking or too much silence. When people talk and talk and talk, it paints them as self-absorbed. It also communicates “stay out”. Too much silence can paint the same picture and send the same message. Many mistakenly believe that silence shows incredible interest and welcomes others in. Yet, silence isn’t always golden. It can also seem like disinterest. Seek balance. Engage in dialogue.

  6. Lots of absolutes and generalizations. Absolutes are rarely true. They often discourage discussion and connection. Generalizations about people also shut out connection and learning. Treat each person as the unique individual they are. Learn about them. It says “Let’s engage.” That portrays great business people skills.

  7. Being distracted & multitasking. When people don’t give their full attention, the message is partially — stay out. No matter how great the claim about their ability to multitask, the message they are sending is far from welcome. If you give partial attention, you are communicating a “stay out” message. Apologize for being distracted and refocus. That says “I welcome you in.”

  8. Immediately redirecting people to written material. I’ve seen this frequently in online networking. I receive a LinkedIn invitation to join someone’s network. I initially look at the person’s profile to learn more about them. If I accept the invitation, I send a thank you message highlighting something from their profile and asking them some questions to learn more. More than once, I got this reply: “The best way to learn more about me is to go to my website.”

    Really? Instead of interacting and learning about each other? The business people skills message was: “I don’t want to interact.” Then why invite people to join your network? Do you want to welcome people in or keep them out? Engage in discussion to network and uncover new business opportunities!



When a situation calls for extreme caution, it’s wise to be slow to trust. Yet closed off with no trust can’t reveal whom you can trust. Business people skills can light the way and do just that!






Do your business people skills more often welcome people in or keep them out?



What tips will you add to the list from your world of connections?


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

Related Posts:
Avoid These 8 Common Causes of Business People Skills Mistakes
Career Success: Are You Rockin’ w/ These 13 People Skills
12 Signs You Have to Be Right! on Alli Polin’s Break The Frame blog.

©2014 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.

Courtesy Checklist: 10 Superior Ways to Lead, Serve, & Collaborate

Courtesy Checklist: Image is Jar of Honey w/ a honey twister.

Courtesy Checklist: Superior Ways to Lead, Serve, Collaborate. Image licensed from Istock.com

Image licensed from Istock.com

Courtesy Checklist: Do you do these every day?


  1. Greet politely and/or warmly. Welcome new teammates on their first day and you set teamwork in motion. Greet potential and current customers with courtesy and enthusiasm. You give them a picture of many positive experiences ahead. Engage employees at the beginning of a meeting. You overcome the typical meeting apathy.

  2. Start a request with please. It was everywhere in decades past. Has it slipped away? Grab hold of it and put it back in every request. This one small word communicates respect that prevents requests from being misconstrued as disguised orders. In leadership, teamwork, and customer service, this one is an essential on your courtesy checklist!

  3. Give sincere and abundant thank yous. The gift of gratitude is free yet far from cheap. People hold gratitude in high regard. It is quite dear. Leaders’ appreciation goes far beyond the instance of thanks. It creates a culture of gratitude that sustains customer relationships and employee morale. Leaders, help get this one on everyone’s courtesy checklist!

  4. Interact with an open mind. Many don’t think of open-mindedness as a part of courtesy. It is! Any behavior that considers others and eases interaction is courtesy. When working with customers, teammates, or employees very different from you, your open mind welcomes them in. Solutions and success come from openness!

  5. Eliminate common rudeness. There are habits that most people consider rude: talking too loud, slurping drinks, smacking lips when eating, clinking utensils, eating while you’re on the phone, going through a door and not holding it behind you for the next person, and the list goes on. Beyond these habits, learn cultural norms when working with people around the globe. It is the essence of courtesy in global business.

  6. Adapt to personality types. Most people think of the driver personality type when they read this on the courtesy checklist. Yet it is applies to all types. Amiables, analytics, and expressives, can be just as extreme in their behavior as the driver type. Extreme behavior tips toward discourteous. Seek balance. Consider others’ needs and flex. You can’t change your type yet you can adapt your behavior. This is courtesy!

  7. Show interest but don’t pry. Showing interest in customers is a courtesy that warms the relationship. Prying into their lives with intrusive questions will slam the door shut. Asking teammates about their weekend can start the week off well. Grilling them with personal questions builds walls that stop success. An important distinction on the courtesy checklist.

  8. Share information. Don’t gossip. Every time a customer service rep tells a customer how much trouble another customer was, it mars the professional image. Even if the customer you are telling agrees with you, they wonder what you will say about them to someone else. This is a perilous detour from positive customer relationships. Stay on the road of courtesy and professional behavior.

  9. Smile don’t sneer, snicker, or smirk. Non-verbal communication is on the courtesy checklist. Derisive gestures and looks, demean others. In their mildest form they are rude. In their extreme form, they can constitute bullying. Treating people badly — discourtesy — pushes people away. Simple, respectful behavior keeps everyone engaged. Once again courtesy is always a winner in business.

  10. Guard generalizations. Generalizations about people will almost always disrespect someone. One day, I heard an employee state that people who work in government are lazy. He didn’t consider that his co-workers had friends and family who worked in the public sector. Besides painting himself in a bad light, his discourteous remark marred work relationships and teamwork. Honor individuality and diversity. That’s on the courtesy checklist!

 
Courtesy never goes out of fashion. It feels great to receive it. In business, it’s not just a nicety. It’s a necessity for leadership, teamwork, sales, and customer service.

Far more than a pleasantry, courtesy opens doors, impresses in first meetings, shows respect, expresses care, smooths rough moments, defuses tension, bridges gaps, and feeds business relationships.


Courtesy — considering others’ needs and easing the way — gives you superior ways to succeed.


What other items are on your courtesy checklist?



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

Related Posts:
GPS Your Brain to Work w/ Any Personality Type
Avoid 8 Common Causes of People Skills Mistakes
The 25 Worst Customer Service Stories to Train the Best CSRs

©2014 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.

Join the #Peopleskills One Year Anniversary Chat: Sunday Jan. 26, 2014 10am ET.


Topic: Sustaining People Skills & Relationships for Bonds of Success!



Here’s a time converter to assist all of you around the globe in converting 10am ET to your local time.

Background on This Celebration – the One Year Anniversary of People Skills Community

One year ago I launched the people skills community via the #peopleskills Twitter chat.

The overall purpose: sustaining people skills and relationships to build bonds of success for all involved. It has grown tremendously as many co-hosts and global participants have explored diverse people skills topics. Last week as we ran our first online people skills rally to end bullying, it set the stage for this week’s topic — sustaining people and their goals!


Sustaining People Skills: Image is Newer People Skills Logo

Sustaining People Skills, Relationships, Bonds of Success Image: All Rights Reserved.

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


Anniversary Twitter Chat: Sustaining People Skills

As we rallied last week to end bullying, it became clear that our goal of sustaining people skills is a very worthy one. Humans can choose to lift each other up or beat each other down. Lifting each other up is the clear winner. It fuels goals, expands everyone’s possibilities, and builds bonds of success.

Tom Rhodes became a member of people skills community at a difficult time in his life and rediscovered confidence in connection. He is now one of the Twitter chat moderators giving back to everyone who joins the Sunday chat! Chantal Bechervaise made a tough decision to leave a toxic workplace. She found resilience within herself sustained by our people skills community. She is now one of the moderators of our community on Google+.

Whose actions have sustained you? Beyond your own self-confidence and actions, where and when have others lifted you up personally and professionally?


Going further, many questions come to mind about sustaining people skills:

  • Sustaining people – what’s in it for you?
  • How do we move past win/lose views to win/win?
  • What people skills sustain ourselves and others?
  • In sustaining yourself, what can you share to sustain others?
  • Does sustaining others make them weak/dependent or uplift then to help others?
  • Formal teams sustain their members. How can social communities do the same?
  • When have people skills community members sustained you during this first year?
  • What did the people skills community do well to sustain its efforts during this year?
  • Where did we miss opportunities that we can address in this second year?
  • How can we extend our sustaining efforts to do more to end bullying?



These are just some questions to get us thinking before we begin the #people skills Twitter chat on sustaining people skills. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join us from around the globe this Sunday in people skills anniversary Twitter chat — Jan. 26, 2014 10am ET (Hashtag: #peopleskills) — to explore sustaining people skills and relationships for mutual success.


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

Thanks to all committed community members who participate in our people skills Twitter chats (#peopleskills) and online groups. Special thanks to all the moderators and co-hosts whose generosity and individual perspectives create a collective success. Last, but not least, warm welcome of thanks to all newcomers who join us each week.






Hope you will all join the one year anniversary of People Skills Twitter chat #peopleskills this Sunday Jan. 26, 2014 10am ET/7am PT

Everyone is welcome! We have only one rule in People Skills 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. Jan. 26, 2014 to celebrate the one year anniversary of People Skills Twitter Chat (#peopleskills). Topic: Sustaining people skills and relationships.


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™

I invite you to connect with me on Google+, LinkedIn, and Twitter. I welcome your interaction!

©2014 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Conflict Resolution: You Can Stay Calm in Conflict.


As The People Skills Coach™, I am often asked for conflict resolution tips. Most especially — how to stay calm in the midst of verbal conflict.


Although taking a break can be very helpful, sometimes after the break the calm evaporates and the conflict remains. Then what?


There are also times at work when you can’t take a break. Customer service agents, sales account reps, team members working to solve a crisis are often under fixed time demands. How can they stay calm and work toward conflict resolution?

 

Conflict Resolution: Image is the word Rejuvenate.

Conflict Resolution: How to Stay Calm? Image by SweetDreamzDesign via Flickr.

Image by SweetDreamzDesign via Flickr Creative Commons License.

 

Staying Calm for Conflict Resolution

If you find yourself getting anxious in the midst of verbal conflict, these 3 steps will help you.

  1. Hear the fear and need vs. the anger and biting accusation. Behind other people’s anger and accusations, there is always a fear and/or need. Let your mind focus on finding the real issue. Hear other people’s fear to get out of fight/flight mode and into conflict resolution.
  2. When I first hear other people’s anger, I quietly ask myself …

    • Where is their fear or pain? How can I resolve this?
    • Is it that they’ve lost trust?
    • Do they believe worse things are going to follow?
    • Are they under pressure to please someone else?


  3. Know and believe your excellence is in the resolution. Other people’s anger tells your ego you are inferior. You tense up to defend it. The fact is you are not inferior. In truth, your excellence is in your ability to work it out!

  4. Learn more about your natural conflict resolution style. Self-awareness develops the mind’s ability to filter emotion. Knowing your conflict resolution style highlights the triggers you need to manage in order to stay calm. Take the Thomas-Killman Conflict Mode Instrument to learn your style.



Success soars when you can hear the fear and need behind people’s anger, outbursts, and accusations. You will solve the problems and defuse the emotion.

Your potential to turn obstacles into fixes will show everyone that your infinite career potential. You can care for customers. You can collaborate with colleagues. You can break logjams on difficult projects. You can lead others through difficult moments.


No matter how much you fear verbal conflict, you can develop the ability to stay calm. My skills have grown with practice, time, and commitment.


(Of course if you feel the person is going to physically attack, get out. It’s the wise thing to do. I speak in this post about non-physical conflict.)


What growth and success have you had in staying calm? Will you share your story here?



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


What’s next? I invite you to connect with me on Google+, LinkedIn, and Twitter. I am happy to answer your people skills questions for great customer service, employee engagement, teamwork and leading change!

 

Other Posts to Help You:
13 People Skills Tips to Rock w/ Career Success
5 Thoughts to Keep You Calm w/ Angry Customers

©2014 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.

Team Cohesion: Here’s Where We Finally Found It!

Team Cohesion: Image is two animated mushrooms bowing to each other.

Team Cohesion: Here’s where we found it. Image licensed from Istock.com.


The leader called me and his frustration about his organization was immediately clear. He wanted and needed team cohesion and all his efforts had fallen short.


Team chartering, one-on-one meetings, personality type assessments, and team building exercises did not bring team cohesion. He exclaimed, “When I was in the military, we all went through hell together and stuck together! What’s wrong with these folks here? We have a common purpose yet we’re not together.”

As he described the challenges, I knew where we would and would not find team cohesion for his organization.

You don’t find true team cohesion in …

  • Common business purpose
  • Orders from the leader
  • Pressured deadlines
  • Extreme team building challenges



These things can create short term teamwork results. They don’t create team cohesion. The leader thought of “surviving hell together in the military” as a common purpose that created team cohesion. It wasn’t a common purpose. It was a deeply shared human need.


Team cohesion is found in a deeply shared human need.


For this team, that need was respect!



Respect for everyone’s views and talents …

  • Retains the diversity that teams need for success
  • Builds, rebuilds, and sustains in difficult times
  • Initiates communication that bursts assumptions
  • Makes learning safe and worth the risk
  • Invites collaboration for the reward of recognition



When you look back at the generations that comprised and led the workforce from 1945-1985, they grew up during the depression, World War II or were raised by those who did. Commitment to survive together became a way of life that became team cohesion at work.

Both my father, raised during the depression, and my mother twenty years his junior and raised during World War II, taught us commitment and cohesion. We believed it, lived it, and took that to work. So did everyone at work. We lived a shared human need for survival.


Today, survival is no longer the shared human need that creates team cohesion. Respect and appreciation often is!

What is the shared human need that will create team cohesion in your organization?


I can help you find it. Let’s do it soon!


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

Image licensed from Istock.com

Related Posts:
Cooperation, Why Do We Make It So Tough?
5 Essentials to Building 21st Century Teams
Teamwork People Skills: Are You Making Interaction Hard?

©2014 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

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