collaboration

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


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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.

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.

Interview Tips for Leadership Jobs: Reveal and Relieve!

Collaborative types going for leadership job interviews often stumble in their comfort zone. I’ve seen great collaborative leaders who deserve to move up lose out because they never said “I” in the interview. Only “we”.


They believe that using “I” is arrogant and boastful. I’ve had coaching clients tell me “Kate, I’m just not the type to focus on myself. Nothing is ever achieved completely alone. It’s always a team effort.” Sure.


Yet here’s one of many important interview tips. That’s not the only thing the interviewers need to know!

Why do interviewers need to hear the word “I” from leadership job candidates?


Interview Tips: Image is blank humanoid figure shrugging.

Interview Tips for Leadership Jobs: I vs We? Image via Istock.com

Image licensed from Istock.com

Because they need you to reduce their risk of picking the wrong person as leader.



Interview Tips: Reveal Who You Are & Relieve Their Fears

You are a blank canvas. A paper resume doesn’t reveal who you are. If it did nobody would hold interviews. Even if you are interviewing for a leadership position in your current company, they don’t know how you will be in the new role.

Interviewers want to know …

  • As a leader, will you be accountable?

    Organizations still equate accountability with one person. If you talk only about “we” and never “I”, you leave them wondering about your accountability. Interview Tips: Don’t leave them in the dark. Give them the gift of getting to know you.


  • Are you strong enough to handle tough moments?

    There is much evidence that collaborative leaders ignite the organization’s strength. Yet the definition of leader also includes individual strength. If you only use the word “we”, what are you telling the interviewers? That you are only strong with a team?

    Interview tips: Don’t view the word “I” as self-promotional. See it as collaborating toward the interviewers’ goal — getting to know you!


  • Do you just want to be liked?

    Even in evolved companies, leadership is about far more than just being liked. When you use only the word we and never I, interviewers wonder are you too nice to lead? Will you care about the organization’s success or just your own need to be liked?

    Interview tips: If the interviewers are more confused about you at the end of the interview than before it, you won’t get the job. This is the time to focus on interviewers’ needs not yours. Step out of your comfort zone. Reveal who you are!


  • Do you know the difference between selfless and faceless?

    You believe that using the term we instead of I shows that you are a selfless giver and collaborative leader. It does to people who know you. To those who don’t know you, it can say you believe collaboration must be faceless.

    Will you impose that standard on employees who want appreciation and recognition of their individual efforts? Younger generations are inspired to teamwork through recognition of their individual talents. Will you see them as selfish or talented?

    Interview tips: Come out of the shadows. Selfless is not faceless. Show interviewers your true face and all your facets. They need to hear how you will balance being directive with engaging employees and spurring collaboration. The leadership position requires all of it. Show them you can be out front, in back, or amidst the team depending on the need. Let them see the “I” and the “we”.


Interview Tips Summary

    Picture yourself as the interviewer trying to select the best person for this leadership position. You don’t know you. Now, what do you need to know about you? Would your purely “we” focus convince you if you were the interviewer?

    Confusion is not a success strategy. Don’t create it. Clear it up.

    Self-confidence is not arrogance. It is the gift you give to those who must decide on the right leader. Be generous. Show both your confidence and competence.





Speaking about yourself in an interview is one of your obligations.

Else, why are you there?


Reveal your strengths to relieve their fears!





Question: What is the biggest lesson you ever learned from an interview?



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

Related Posts:
Career Success: Rock It w/These 13 Key People Skills Tips
Employee Engagement: 4 No Cost Steps to Acknowledgement
Capture the Magic of the “I’s” in Team
5 Psychologically Uncomfortable Career Shaping Opportunities

©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.

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.

Cooperation: Why Do We Make It Needlessly Tough?

As The People Skills Coach™, I hear many leaders ask, “Why can’t everyone just get along?”

In these cases, the leaders aren’t referring to substantive differences of opinion. They are frustrated by people’s unwillingness to work through differences. It begs the question:


Why do people make cooperation so tough?


Well I have written much about the challenges of personality type, cultural, and generational differences.  Yet, none of these differences actually stop people from working through differences. So what blocks cooperation? 



Seeing it as surrender … giving in.


Cooperation: This image is paper man with hands up.

Do You See Cooperation As Surrender? Image via Istock.com.



Instead of joining in …

Cooperation: This image is paper cutouts with hands joined.

Cooperation: Is Not Surrender. Image via Istock.com.

Both images licensed from Istock.com

 

Cooperation: Joining In or Giving In?

For people who see life as a competition, cooperation seems like surrender. It is giving in not joining in.

In their mind there is winning and losing. There is conquer or be conquered. These all feel like failure and quite possibly, humiliation.

If you want people to work together, show them that there are more than two choices. There is …

  1. Exploring options and discovering common ground
  2. Mutual success through collaboration
  3. Listening to show respect and communicating to move forward
  4. Honor and dignity in the give and take of ideas



“We must reprogram ourselves to understand that cooperation is a higher principle than competition.”  ~Bryant McGill


For as long as people see cooperation as surrender and loss, they will stick to their guns. They will quibble over the littlest details as they resist being conquered. It is a struggle to feel good.


Redefine cooperation as a worthy honorable pursuit. The psyche wants to live with honor not in humiliating defeat. Give yourself and those you lead chances to experience positive cooperation in fun moments and everyday ways.


When we stop trying to be THE winner, we can truly win.

What cooperative moments have changed your view and transformed your life?



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

Related Posts:
Harmony: What Does It Take to Truly Hear Each Other?
Teamwork People Skills: Are You Making It Hard?
Cooperation: Keys to Initiating Not Dominating

©2013 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!

Harmony: What Does It Take to Really Hear Each Other?

Harmony: Image is balanced rocks.

Harmony: What Does It Take to Really Listen? Image licensed from Istock.com

Image licenced from Istock.com

 

In business, in life, and in world affairs, we seek the power of true harmony — without surrender.  How do we achieve this? Through great listening.  The question is:

 

What does it take to really hear each other?

 

I posed this question on social media to connections around the world and received these answers!


    To me listening takes having the willingness and ability to understand what is being said. ~@TomJ_Rhodes
    Great listeners give their undivided attention instead of being just physically present. They listen for facts as well as ideas. ~@FSonnenberg
    When we are listening to someone, we need to be honest both with ourselves and with them. If there is something we don’t understand, we need to get it clarified. ~@RoyAtkinson
    To truly hear someone, you should be able to reiterate what you’ve heard and understood, back to to the person you are having a conversation with. To be able to emphatically connect with their needs and respond accordingly. ~@gdiver62





    Pay more attention to what’s being told instead of waiting for the other person to stop talking and you thinking what you’re gonna say next. ~Rene Ferret
    Don’t fill the spaces with empty words. It is in silence I hear the most, for it is then I listen with my heart. ~@Cybuhr
    It’s hard to grasp what they are saying if focused on your own speaking and it’s much more powerful to be interested than interesting. ~@jolewitz
    Don’t listen to hear; listen to understand. ~@mooreconsortium





    Open your mind as well as your ears by discarding comebacks, prejudices, and preconceptions. ~@stratlearner
    Prevent the temptation of concluding what the speaker wants to say before finishing his or her words. ~@Khalid_Tweet





    While I agree with all the having an open mind etc… I also believe that the burden of listening falls on the communicator. Meaning, the person talking has to have the ability to frame information in a way that the listener can hear it. Conversations, especially difficult ones, go much smoother when the talker frames information in a way that the other person can hear it. ~@SabrinaLBaker





    For me listening is loving the “other” and forgetting about the “self” for that little moment. ~@MaaHoda
    Truly hearing each other requires a willingness to travel to the intersection of curiosity, respect, and transcending yourself. ~@TheHRGoddess
    In order to truly hear and take in another, there needs to be space inside. Practice getting to know, setting aside and emptying out your personal chatter and agenda. ~@BlairGlaser
    I can’t listen till I clear the clutter in my mind be it with what took place till then or planning or thinking about what is going on next. ~@rlalita
    What it takes to truly listen is to stop listening to yourself! It allows us to hear when words and emotions are in discord and ask questions to get to the heart of the matter. When both people listen on that other-focused level, it creates the space for bridges to be built where before there were only walls. ~@AlliPolin







    Being able to put yourself aside, all your own worries, thoughts, things you also would like to share with the person speaking to you — to be open enough to allow the words, feelings and thoughts of someone else to come into you. ~@AlaskaChickBlog


Harmony: Finding It Within

As I read through the answers and saw the pattern of willingness, openness, de-cluttering, and loving the other, I once again pondered — how? What stops people from listening to achieve harmony? Worries and fears of what?

  • Losing. When people see every situation as having only two options — winning/losing — it stops listening and chances for harmony. Believe in win/win!
  • Shortage. A close kin to fearing loss, is the myth that there is a shortage and one must compete for limited possibilities. It blocks the belief that harmony is success for everyone. It blocks great listening.
  • Weakness. There are people who believe any show of openness will be seen as weakness and invite abuse. Harmony is cast with this same shadow. Yet, the truth is that openness breeds understanding and respect. Influence follows!
  • Conflict. People often stay closed because they confuse disagreement with conflict. Ironic isn’t it? You can’t achieve harmony if you fear disharmony! However, communication can turn disagreement into understanding and reduce the chance of conflict.


Harmony: Surmounting Fears and Walls

Creating space for harmony does not mean being naive to those who would selfishly take without giving. So open up and listen vibrantly. You will spot inauthentic one-sided demands and request more openness for harmony. You can also suspend communication if, in the end, others do not want harmony without your surrender.

Strengthened with this self-confidence, open the gates to harmony.
 

    Remind yourself of those times in your own life when you have felt that you were genuinely heard. Many say that such an experience leaves them feeling respected and recognized as a person. That can’t be guaranteed but does seem to reflect that listening has a deep interest in who is being heard and respect for that person’s feelings and perspectives, not just in the content of what is being said. ~@DanOestreich


    Try “I hear you”. It may be a bigger gift than even “I love you”. See which works better for you. ~@AJManik




What ONE step toward harmony will you take in the year ahead?
.

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

Related Posts:
Replace 5 Emotionally Triggered Statements
People Skills: Bursting Every Assumption
12 Essential Thoughts to Proficient People Skills

©2013 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!

Leader Engagement: How to Engage Your Leader!


Consultants like myself write a great deal about how leaders can better engage employees. Most leaders know it’s critical to tapping the talent that they have hired.

As I read William Powell’s wonderful post on Leadership Adviser blog Employee Engagement is a Result of Leader Engagement, I also thought about the other side of this equation.


How can you better engage your leader?


Complement and complete your boss.


After all, success is a cooperative effort!


No one can do it all alone.









3 Essentials for Leader Engagement

To engage your leader, you need three very important things:

  1. Desire. It is the single greatest determinant of success. Do you want to engage and help your boss? Or do you believe that it’s your boss’s job to engage and help you?
  2. Emotional Intelligence. Understanding what someone else needs is the mechanism to successful engagement.
  3. Initiative and Self-Regulation. Knowing when to initiate, when to mediate, and when to wait prevents your enthusiasm from running over your boss.


The Confusion That Blocks Leader Engagement

  • Confusing leader engagement with schmoozing (or worse). Leader engagement is not about complimenting your boss. It’s about complementing — completing — your boss.

    What are you good at that your boss isn’t? What do you like doing that your boss doesn’t like to do? This is where leader engagement comes to life and contributes the most to the organization. You engage your boss with uplifting substantive contributions not shallow praise and empty compliments.


  • Believing that leader engagement is quid pro quo. You don’t engage leaders only if they promote you. Can you picture yourself saying to your boss, “I can take on many of the things you don’t like to do if you promote me?” That attitude is anything but promotable. Contribute your passion, talents, and strengths. The proof is in the doing. The leader’s trust and gratitude grows and so does your portfolio and opportunities.

  • Confusing contribution with imposition. Contributing your special talents to engage your leader doesn’t mean you do all your boss’s work. People who engage others well are not people pleasing doormats. They simply spot others’ needs quickly and fill the void with will and skill.


Leader Engagement: Image is puzzle piece filling in void.

Leader Engagement: Complete Your Boss. Image: Licensed from Istock.


Getting Started

  1. Inventory your attitudes. What do you think of others who don’t have your specific talents? If your attitude is negative — impatience or derision — you won’t engage well. If you believe that combining different talents is exciting and positive, you’re on your way.

  2. Inventory your leader’s attitudes. Work with those attitudes. Don’t try to change them. For example, if your boss is a driver personality type and you’re an analytic, don’t deliver slow paced presentations because it feels good to you. Offer to pour over the details in advance — something drivers don’t like to do — and then summarize and present the key points. BAM – you engage by removing the pain and delivering possible gain.

  3. Scope out all your talents. Many people have a vague sense of what they do well. To engage your leader, dig deeper inside yourself and inventory all the things you do well. Here’s a list to get you started, 25 Incredibly Valuable Talents to Share At Work. Create the list that uniquely describes you.

    Think this is a silly exercise? It isn’t! When you bring this into focus, it actually triggers your ability to spot others needs for those talents. Else it’s human nature to assume that everyone has those same abilities.



People engagement skills turn occupational skills into winning connections. Spot what others need and generously contribute. Just remember to respect them; don’t try to change them.

Build your career using your talents for your leader, your teammates, and your customers too. It’s a great feeling for you. It’s the thrill of just-in-time help for them. It’s the magic of diversity in action.


Here’s your chance to make a difference. What will you do next?



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

Related Post: 5 Psychologically Uncomfortable Career Sharping Opportunities!

©2013 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. 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!

People Skills Chat on Twitter TOPIC: Do People Prefer to Work w/ Those Similar or Opposite to Them?

WHEN: Sunday Dec. 8, 2013 10AM ET. Hashtag: #peopleskills

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

Background on This People Skills Chat Topic

When it comes to romantic relationships, we often hear that opposites attract. Yet in non-romantic relationships — especially in work relationships — people seem to prefer those who are like them! Why?


People Skills Chat Logo

People Skills Chat on Twitter Dec. 8, 2013 TOPIC: Do Opposites Attract or Repel at Work?

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


Join People Skills Chat on Twitter Sun. Dec. 8, 2013 10am ET.

If people like to work with those who are like them, it has great implications on fair hiring practices, inclusion at work, opportunities for advancement. Thus in this Sunday’s people skills chat, we will explore diverse views on whether opposites attract or repel at work.

  • Do we seek opposites in our personal life but our clones at work?
  • What if anything about human nature seeks similarity?
  • Do we handle opposite points of view differently at home and at work?
  • When do we psychologically seek differences?
  • Do people who crave change accept differences more easily?
  • What suggestions would you offer to people who are uncomfortable with differences?
  • Where does fear play a role in all this?
  • Do homogeneous teams produce better results than teams of diverse people?



These are just some questions to get us thinking before we begin the people skills chat this Sunday. 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 chat on Twitter — Dec. 8, 2013 10am ET — to explore People Skills: Do Opposites Attract or Repel Especially at Work?


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.



Shout Out of Gratitude

Many thanks to all who suggest people skills chat topics, participate with their wisdom and perspective, and invite others to join this community.






Hope you will all join #PeopleSkills Twitter chat this Sunday Dec. 8, 2013 10am ET/7am PT to explore People Skills: Do Opposites Attract or Repel?

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 Sunday Dec. 8, 2013 10am ET in #PeopleSkills Twitter Chat — People Skills: Do Opposites Attract or Repel?.


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™

©2013 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!

People skills Twitter Chat TOPIC: Leadership for Inclusion Hashtag: #peopleskills

WHEN: Sunday Nov. 10, 2013 10AM ET.

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

Background on This Chat Topic

Leadership for inclusion taps the talent we’ve already hired. Yet, just how easy is it to lead in an age of diverse views and talents? In last week’s chat we explored the dynamics of conformity vs inclusion. This week we dig into inclusion and what it entails!


People Skills Twitter Chat Logo

People Skills Twitter Chat Nov. 10, 2013 TOPIC: Leadership for Inclusion

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


Join People Skills Twitter Chat Sun. Nov 10, 2013 10am ET.

Joining me as co-host for this week’s Twitter chat will be Jon Mertz (@ThinDifference). Jon focuses on #GenY and encourages all leaders to cross the gap by sharing insights.

As we think ahead to Sunday’s chat, questions that come to mind include:

  • What benefits and challenges does inclusion present?
  • How can we prevent barriers of diversity from growing?
  • How does leadership, mentoring, and training need to change to address inclusion?
  • What does inclusion do to innovation?
  • How does inclusion strengthen people skills?



These are just some questions to get us thinking before we begin the people skills chat this Sunday. Actual questions post that day.

So bring your personal perspective, your favorite beverage, and join us from around the globe this Sunday in people skills Twitter chat — Nov. 10, 2013 10am ET — to explore People Skills: Leadership for Inclusion.


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.



Shout Out of Gratitude

Many thanks to Jon Mertz for suggesting this topic and co-hosting. Also, a huge thanks to all the newcomers to this chat and to those who participate each week and expand our understanding and view of people skills.






Hope you will all join in the #PeopleSkills Twitter chat to explore Leadership for Inclusion, this Sunday Nov. 10, 2013 10am ET/7am PT.

Everyone is welcome! We have only one rule in People Skills Twitter 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, enter hashtag #peopleskills, and sign in to your Twitter account. Twubs will insert the hashtag automatically for you and you will see all the tweets on one screen. Other tools available are Tchat.io, OneQube, 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 Sunday Nov. 10, 2013 10am ET in #PeopleSkills Twitter Chat: People Skills: Leadership for Inclusion.


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™

©2013 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. 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 invites you to also connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Leadership People Skills: Consistent High Quality Outshines Uniformity

I teach that the challenge of excellence is consistency. It is very interesting to me that leaders sometimes interpret this as uniformity. There is a big difference!


Leadership People Skills: Image is multicolored molecule.

Leadership People Skills: Seek Consistency Not Uniformity

Gratitude for image by net_efekt via Flickr Creative Commons License.


Consistency for excellence requires adapting to people and situations. The goal is an excellent outcome each time. The path is far from uniform. Uniformity is sameness. It assumes that the same path will produce an excellent result regardless of the people and situations.

 

Great leadership seeks excellent results through outstanding interactions!

 

Great leadership people skills use diversity to achieve this.



Uniformity feels secure. It is quite risky!

  • It alienates personality types different from yours. This reduces collaboration, employee engagement, and the results you could achieve by diverse approaches.
  • It stops you from delivering superior customer experience. Customers expect ease and flexibility not your uniform rules and regulations they must follow.
  • When you must lead change in your organization, a culture of uniformity slows change. You might think if would speed change as everyone falls into line. People who work in and through diversity every day are practicing their change ability. This helps you lead change!



Leadership People Skills – 3 Temptations for Uniformity

In this 3 min leadership people skills video, I offer 3 reasons why leaders and managers are tempted to seek uniformity. This awareness provides you a better path. Add your thoughts in the comments section below!




Don’t let your leadership people skills be trapped by the comfort of uniformity. Seek consistently excellent results through diverse paths, people, and talents. Results through employee engagement and with customers will soar!

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

Related Post:
Leadership People Skills: Achieve Vision Through Values Not Ultimatums
Leadership, 5 Simple Moves to Engage Employees

©2013 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. 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!

People Skills Twitter Chat TOPIC: Collaboration Hashtag: #peopleskills

WHEN: Sunday Oct. 27, 2013 10AM EDT.

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

Background on This Chat Topic

During my many years of consulting, I have seen one persistent question emerge. What makes for better results in collaboration — diverse people or homogenous teams? Well it depends on what you mean by better results. Does it mean faster? Does it mean more complete? Does it mean results without conflict? Does it mean creative and innovative?



People Skills Twitter Chat Logo

People Skills Twitter Chat Oct. 27, 2013 TOPIC: #Peopleskills for Great Collaboration

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


Join People Skills Twitter Chat Sun. Oct. 27, 2013 10am EDT.

So much to consider about the people skills for great results in collaboration. Some questions to get us thinking before the chat …

  • Which is more important for great collaboration — similar personality types or diverse views?
  • Where does collaboration deliver greater results than solo work?
  • How does collaboration affect those involved in it?
  • Does collaboration just happen or must it be planned?
  • What people skills behaviors produce great collaboration?
  • When and why does collaboration fail?
  • How can you improve your collaboration skills?



These are just a few questions to get us thinking before we begin the people skills chat this Sunday! Actual questions will post during the chat.

So bring your personal perspective, all your experience, lots of curiosity, and your favorite beverage, and join us from around the globe for Twitter People Skills Chat this Sunday in the USA — Oct. 27, 2013 at 10am EDT — to explore: The People Skills of Great Collaboration.!


I also invite you to continue this chat by joining the Google+ People Skills Community to be a part of all the people skills discussions not just on Sundays but everyday 24×7. If LinkedIn is your favorite social media platform, join us in our growing LinkedIn group: People Skills Succeed.



Shout Out of Gratitude

A special thanks to everyone who submitted questions for this chat. I am also very grateful to all those who participate each week and expand our understanding and view of people skills. Finally, a warm thank you to all who have suggested topics and co-hosted. I welcome new topic ideas and co-hosts as well!






Hope you will all join in the #PeopleSkills Twitter chat to explore The People Skills of Great Collaboration, this Sunday Oct. 27, 2013 10am EDT/7am PDT.

Everyone is welcome! We have only one rule in People Skills Twitter 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, enter hashtag #peopleskills, and sign in to your Twitter account. Twubs will insert the hashtag automatically for you and you will see all the tweets on one screen. Other tools available are Tchat.io, OneQube, 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 Sunday Oct. 27, 2013 10am EDT in #PeopleSkills Twitter Chat: Collaboration and People SKills!


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™

©2013 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. 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.

People Skills: Sidestep the Why Aren’t You Trap!


As The People Skills Coach™, I often coach and teach about phrases that make or break leadership, employee engagement, teamwork, and customer service.

Why Aren’t You …


is one such troublesome phrase.


Words matter — regardless of intentions — so we must always choose wisely.



People Skills: Image is a preacher.

People Skills: Why Aren’t You? Why Not? Image via Istock.com




Why aren’t you and its cousin, why not, project …

a presumptuous, arrogant, patronizing, sometimes dictatorial tone.


This can turn into a people skills disaster. The negative words suggest to others that we question their logic and good sense. It communicates that we expect them to justify or defend what they are doing. Even with positive intentions, why aren’t you, reflects disapproval or even a bit of disdain.



When are we likely to fall into this trap?

  1. In our excitement and zeal to share our ideas for success
  2. As leaders when we push for results vs engaging for success
  3. On teams, in our fear that others’ actions will cause us to fail
  4. In the frustration of dealing with rigid stubborn behaviors
  5. In our comfort zone of believing our way is the best way
  6. For some, needing to feel that they are in control of others


Great people skills can prevent each of these traps.

  • Sense others’ needs before imposing ours.
  • Own and communicate our own fears so they don’t paralyze others.
  • Realize that change is happening and we can’t stop it. Embrace others’ journey to learn from it.
  • Remember that trying to control other adults can drive them away. Ultimately it creates rebellion (the opposite of control) not obedience.

 




Why not do what I think is best? Why aren’t you doing it my way?



Examples of Trouble
In social media networking, “Have you written a book?” No. “Why not?”

In building association membership, “Are you a member?” No. “Why not?”

In coaching, “Have you considered … ” No. “Why not?”

In teamwork, “Why not try …?”

In leading, “Why aren’t you …?”


People Skills – Winning Alternatives

  1. Ask to understand instead of preaching to instruct.

    “What’s working for you?” builds trust and relationships. “Why aren’t you” builds walls and resentment.

  2. Be positive, not negative.

    “What options do we have?” explores new ideas whereas “Why aren’t you?” declares a right and wrong.
    “What if?” breeds discussion while “why not try?” breeds defensiveness.



Professional and personal relationships are slowly built and quickly broken. Even ONE phrase can make a big difference! Our emotional intelligence and people skills guide us to success.

What great questions have you used in professional relationships to lead, serve, collaborate, and succeed?


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

Image licensed from Istock.com

Related Posts:
People Skills: Replace These 5 Emotionally Triggered Statements
People Skills: Keys to Initiating Instead of Dominating
The Perfect Apology and the ONE Word That Destroys It

©2013 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. 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 invites you to also connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

IT Customer Service Training: Breakthrough to Collaboration

 

IT Customer Service Training: Image is stick figures working together.

IT Customer Service Training: Breakthrough Collaboration Image by:kenfagerdotcom

 

What part of a business today doesn’t run on technology? Information technology (IT) has moved from the hidden back office, to the desktop, right into the employees and customers hands via mobile apps (forgive the moving pun).

 

Every aspect of business — large and small — depends on technology.  Your developers, operations staff, and support analysts are impacting company success every single minute! Do yours work well with non-technical teams in other parts of the organization?

 

Are all your IT staff great at collaborating with non-technical teams like sales, marketing, finance, HR, distribution, and all the rest?

 

Many CIOs answer no and create new positions call business technology analysts to be the liaison between IT and the non-technical business departments. It is one solution. 

Yet with more layers of communication come additional challenges of miscommunication and time delays. Moreover today’s medium-size hot tech companies, don’t have layers and layers of organizational structure. Everyone must interact for the business to be successful.

The good news is that technical professionals — from developers to technical support staff — are quite capable of learning how to engage in teamwork with the rest of the organization. 

How do I know? After working as a programmer and systems analyst, I have had the privilege for 25 years, as The People-Skills Coach™, of delivering IT customer service training to IT staff. They can learn it! They do need training to step outside of their own perspective and see another view.


IT Customer Service Training: Focus on Collaboration

As CIOs continue to work on having IT seen as an integral part of the business, they reach out to me to deliver IT customer service training. This phrase brings to mind the front line technical support teams who do internal customer facing. That’s a big part of it.

Yet the CIOs want more than that. They want all technical teams (including the developers) to work well on project teams with other business departments. They want their organizations to deliver great customer service and be agile in cross teamwork.


Here’s what the IT customer service training must include …

  • Focus on collaboration. Instead of starting with the standard “always smile” advice of standard customer service programs, start with the big picture of how the company succeeds. When I deliver IT customer service training, I help the technical teams see how they fit into the teamwork of the entire organization. We focus on contributing without thinking that IT staff are indispensable.

  • Speaking in business terms not technical jargon. All professionals — technical and non-technical — have jargon that is specific to their profession. It is always a challenge to communicate clearly to others without jargon. IT customer service training gives technical professionals the chance to practice doing this well.

  • Explore the logic to empathy. Technical professionals have the reputation of being un-empathetic. Yet they aren’t unfeeling. They simply don’t put primary importance on showing empathy. Training can help them see the logic to showing empathy and the value to teamwork and to the organization.

  • Practice seeing non-technical views. Some technical professionals believe logic is logic. When they participate in projects with this belief, they often come across as dominating instead of collaborating. IT customer service training helps them to listen and see diverse approaches to the same challenge. Here are some tips to get you started: Teamwork People Skills – Initiating Without Dominating.

  • Business culture before techie culture. Technical professionals often develop a culture based on their work style preference and comfort. It’s a normal human tendency. In times gone by when they worked in isolation from the business, it seemed like less of a problem. Now that technology is in the mainstream of business, technical professionals must live the business culture. IT customer service training helps these technical teams bridge the gap between the two cultures. It’s about two-way respect — giving and receiving. They are capable of that. Everyone is capable of that — if they have the desire to learn and do it.


There is one more critical element to making IT customer service training valuable — CIOs, directors, and managers who model customer service and teamwork behaviors, speak well of the business departments, and call all technical teams to the heights of service and collaboration. CIOs: Are your IT teams truly customer focused? I am here to help. Let’s talk soon!

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

Grateful for image from KenFagerDotCom.

Related Posts:
CIOs: IT Customer Service Quality Requires True Partnership!
What’s So Hot About Humility, Anyway?

©2013 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. 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 invites you to also connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

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 weekly in 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 for success at the intersection of talents, the gap disappears.



Leadership: Find the Generation Intersection!

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



We’ve all seen grand parents captivate their grand children with stories of the past. My young niece, upon hearing me tell funny stories about relatives that passed away before she was born, blurted out “tell more stories!” This after a long holiday meal where she was the only child at the table. You would think she would have been bored.

What common elements turn the generation gap into an intersection?

  • Positive, fun, upbeat, hopeful moments
  • Possibilities and abundance not exclusions and shortage
  • Mutual gain from respect of differences
  • 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 learn from these intersections?

  • Create positive opportunities for the generations to intersect.
  • Highlight the abundance of success that awaits instead of the tough times and narrowing opportunities.
  • 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 when youthful energy meets experience and wisdom, success is limitless.



Leadership, help the generations to intersect instead of focusing on the gap. The time is now! I have many team building exercises to make this happen. Just give me a call.


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

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