authentic

Collaboration expands everyone’s greatness when they all seek opportunities and are not opportunists. Whether an entrepreneur, a corporate employee, a leader of a business or corporate team, an educator, a student, or a non-profit volunteer – we all reap the benefits of collaboration when we contribute at least as much we take.

Opportunists build their own success while seeming to help others. On the surface the appearance is one of collaboration; you will see it is superficial by (ironically) looking deeper. Why think about this? If you encounter opportunists, why not just avoid them in the future?

Collaboration is powerful mechanism for success. It also requires trust, belief, giving and confidence in others. Opportunists betray the trust through manipulation with often hidden ulterior motives. This impacts future collaboration, teamwork and morale.

Collaboration: Opportunity not Opportunists Image by:Peyri


It changes the dynamic in sometimes unidentifiable ways. You only know that things are not the same. Collaboration and teamwork are not as dynamic, natural, or successful. Mistrust and feelings of foolishness have taken root.

Preserve the Purity of Collaboration

    Give yourself permission to be on the lookout for opportunists. It doesn’t mean you are a cynic. You can collaborate as an optimistic realist and keep your radar tuned for signals.
    If you are a leader, define with your team the difference between a collaborator and an opportunist.  Of course make sure you are the former!   Build a culture of collaboration through initial discussions, modeling the behavior, monitoring progress, and making changes.

    Cut opportunists if they are unwilling to authentically collaborate.  This is tough decision for some if the opportunists are contributing results while the impact of their manipulation is less tangible.

If an opportunist has stung you, don’t leave the stinger in. Learn the signals to avoid being stung again. Life is learning so learn from it. Discover your inner strength to recover from bad times. Go forward and create success with authentic collaborators.

Tune Up Your Radar to Spot Opportunists

It is the pattern of behavior that defines an opportunist — not any one moment. Spot the pattern to avoid cynicism.

Opportunists

  1. Give half-baked praise or promotion of your contributions.
  2. Compliment you personally or ask about your personal well being while ignoring your occupational pursuits and professional contributions.
  3. Sometimes, not always, they take credit for your thoughts and ideas.
  4. Take more than they give. They accept help from authentic collaborators when the focus is on them or their work and contribute the minimum for apperances when it isn’t.

What else would you add to this pattern list?

What other implications are there for having opportunists on your team?

What ambiguity or confusion do you experience in spotting the difference between collaborators and opportunists?


Kate Nasser, The People-Skills Coach, delivers workshops, consultations, and keynotes to take you and your teams from inspiration to action. Corporate teams, mid-size businesses, and governmental agencies have achieved more success with Kate’s insight and experience in teamwork, leading change, customer relations, and communication within diversity.

AceI received an ad in my email box for a customer service training video.  Even after 20 years of teaching customer service, I still learn new things.  So I took a quick look at the sample footage.  What I saw was fake, neutral, and difficult for the customer.

They advise you to give an irate customer something specific - like a  form to fill out!  Tell an irate customer to fill out a form?  If you were the irate customer, how would you respond? I laughed so hard at this video I could barely find the esc key to stop the footage.  And this training video is for sale!

Now that I have stopped laughing, I deal you the ACE for top notch customer service: ACE – authentic, committed, and easy.

Authentic.  Customers want you to sincerely care.  Sincere caring shows in your authenticity.  This is why I rail against call center scripts.  Scripts sound company-focused not customer-focused.    Authenticity shines through when you paraphrase the customer’s request, use a tone of voice that reflects interest not script reading, and validate the customer’s situation including his/her emotion.  If you are face-to-face with the customer, then your body language as well as your courteous words also reveal your level of authentic caring.

To come across as authentic and caring, it helps to first be able to read the customer’s needs.  

Action steps: Take this well-known EQ (empathy quotient) test online free of charge to assess your ability to read others: http://glennrowe.net/BaronCohen/EmpathyQuotient/EmpathyQuotient.aspx.  I was thrilled with my very high score.  Can you imagine The People-Skills Coach scoring low on EQ?

If you want to test your ability to read others’ authenticity, here is a twenty question quiz based on the work of Dr. Paul Eckman: http://www.bbc.co.uk/science/humanbody/mind/surveys/smiles/index.shtml

Committed.  On one of my many trips, I was driving to a smaller city.  I had a terrible headache and no medication.  I spotted a large mall and went in to buy some Tylenol.  Thankfully the first thing I saw was an information booth.  So I asked the young woman, “Where is the closest drug store in this mall?  I have a terrible headache and have never been here.”  Her answer in a flat voice was: “I don’t know (IDK).”

My unspoken reaction was “Then why are you in the booth? Get out of the booth!”  Even if it was her first day, she could make an authentic attempt to help. Customers judge your commitment from your “first” –  first greeting, first response, first facial expression, first tone of voice, first attempt

Long pauses, IDKs, blank stares, attention to other people/things show lack of commitment – i.e. not caringWhat would you add to this list as signs of non-commitment?  I would love your comments below.

Easy.  Although customers’ expectations vary, there is one thing every customer celebrates – an easy experience.

Here are 5 things you can do to make it easy for your customer:

  • Listen and speak from his/her perspective. http://tinyurl.com/cjbdhl 
  • Quickly paraphrase his/her request and take action.
  • If you don’t know the answer, find the answer.
  • Use words that focus forward not back.
  • Spot his/her personality type and treat them that way. http://tinyurl.com/ddfhgq

I would love your comments and insights below.  You are welcome to share the info in this article with others if you will credit me and the URL as the source.

These stories and tips are just a small sample of what I deliver in my sessions on customer service.   Tap me to speak at your next customer service event or for training to ACE every customer service moment. 

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

©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.