empathy

Random Acts of Kindness: People Skills Global Chat Topic

WHEN: Sunday June 28, 2015 at 10AM EDT on Twitter. Hashtag: #peopleskills


Background on This Chat Topic: Random Acts of Kindness

Kindness can melt the hardest heart. It can reach around the globe without boarding a plane. Its power seems infinite. JOIN us Sunday June 28, 2015 10amEDT in people skills global Twitter chat to discuss random acts of kindness. Guest hosting this chat for me is Chantal Bechveraise @CBechervaise. Many thanks Chantal!



Random Acts of Kindness: Image is People skills logo

Random Acts of Kindness: Image by KimbManson for Kate Nasser. All rights reserved.

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

Random Acts of Kindness: Why and How

JOIN us in #Peopleskills global Twitter chat to share random acts of kindness.

Here are some questions to get us thinking in advance. Actual questions will post live during the chat.

  • How do you define kindness?
  • Where does kindness get its power?
  • How do kindness and generosity relate?
  • What is significant about ‘random’ acts of kindness?
  • When has kindness touched you in a powerful and deep way?
  • What effects do random acts of kindness have on humanity?
  • When are people most likely to perform random acts of kindness?
  • Do random acts of kindness be anonymous or private to be effectives? Pls. expl.
  • How do personal or social values foster or hinder random acts of kindness?
  • What acts of kindness can leaders show at work and why?
  • What people skills do we need to do random acts of kindness?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday June 28, 2015 10am EDT in Twitter (hashtag: #peopleskills) on random acts of kindness.


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



Shout Out of Gratitude

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

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






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday June 28, 2015 10am EDT/7am PDT to share random acts of kindness.

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







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

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


Chat with you this Sun. June 28th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Random Acts of Kindness.


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


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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

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

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



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



Change Leadership: Image is an electric cord unplugged.

Change Leadership: Addressing Morale When You Pull the Plug

Image by Kipp baker via Flickr Creative Commons License.


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

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

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

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



What Happens to Employees Psychologically During a Very Difficult Project

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

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

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



Change Leadership: Steps to Address Morale

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


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



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



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



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

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

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


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


QuickSpot-grahpicV2

Engage in people skills learning!

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

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

Experience Dull Empathy or Strengthen It?

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

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


Should knowledge and experience make it easier to give empathy?

Or Does Knowledge & Experience Dull Empathy?

 

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

Experience Dull Empathy?

Image via Amazon.com


Does Knowledge & Experience Dull Empathy?

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

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



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

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


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


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



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

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



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




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


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


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

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

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


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

QuickSpot-grahpicV2

Engage in people skills learning!

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

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

End Bullying is People Skills Twitter Chat Rally – Sunday May 31, 2015 10am EDT.

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 People Skills Chat – Rally to End Bullying

Once each quarter we dedicate our #Peopleskills global Twitter chat hour to end bullying.

In this rally, we use our intellect, hearts, and voices to explore the more subtle aspects of bullying to end it in its tracks. Please spread the word and invite others to join us on Twitter Sunday May 31, 2015 10am ET using Hashtag: #peopleskills.


End Bullying: Image is People skills logo

End Bullying: 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 – Rally to End Bullying

Bullying continues to affect everyday life in deep ways. It changes organizations, leaves scars on individuals, and creates a culture of negativity even hatred. Think about all the positive moments we miss in this life because of bullying. Let’s explore the more subtle aspects of bullying so we can make strides to end this plague.



Here are some questions to get us thinking in advance …

  • What picture does bullying bring to your mind?
  • How do you define bullying?
  • What mindset(s) drive bullying?
  • Why does it persist?
  • We often think of bullying as physical. What are the more subtle types?
  • How do conflict and bullying differ?
  • How are gossip and bullying connected if at all?
  • Societal pressures: Do they feed bullying?
  • Is there any correlation between resistance to change, groupthink, and bullying?
  • What steps can we take in the workplace to define and reduce bullying?
  • Can people skills make a big impact to end bullying? How?



Final versions of these questions will post live during the chat. If you cannot attend this Sunday at 10am ET, please help us promote it on your social streams with hashtag #Peopleskills. Many thanks!

End Bullying: Image is sign stop bullying.

End Bullying: JOIN #Peopleskills global Twitter chat rally!




So bring your heart and your focus and join us from around the globe this Sunday in people skills global Twitter chat — May 31, 2015 10am ET (Hashtag: #peopleskills) — our online rally to end bullying.


We have one rule in People Skills Chat: Respect even when we disagree.


I also invite you to continue this chat by joining our Google+ People Skills Community, our Facebook Group People Skills That Really Matter and our LinkedIn Group People Skills Succeed to contribute and learn 24×7. Get your people skills community member badge here.



Shout Outs of Gratitude

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




Thanks to all committed community members who participate in our people skills global Twitter chats (#peopleskills) and online groups. Last, but not least, a warm welcome to newcomers who continue to join our community.






Hope you will all join People Skills global Twitter chat #peopleskills this Sunday May 27, 2015 10am ET/7am PT for our online rally to end bullying!







How to Participate
If you have never been in a Twitter chat, you may find it helpful to log on to Tchat.io, Tweetchat.com or Twubs.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 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. May 31, 2015 10am ET in People Skills global Twitter Chat (#peopleskills), for our online rally to end bullying.


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

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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Love and Honor is our People Skills Global Twitter Chat Topic.

WHEN: Sunday May 24, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Love and Honor

Love and honor seem connected. Are they? Do they conflict at all? or Do we fear how much they are connected? JOIN us Sunday May 24th, 2015, Memorial Day weekend, as we explore love and honor.



Love and Honor: Image is People skills logo

Love and Honor: Image by KimbManson for Kate Nasser. All rights reserved.

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


Love and Honor – A Deeper View

Love and honor are powerful emotions and momentous people skills. They have implications for our businesses, our careers, and our lives. The question is — Why? Where do they get their strength and power? Do they every conflict or are they naturally connected? JOIN us in this #peopleskills global Twitter chat to dig deeper on this topic.

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

  • What is honor?
  • How do values, society, and culture affect who/what we honor?
  • How are love and honor connected if at all?
  • Why are love and honor so powerful?
  • What brings people to feel love for others?
  • When are we most likely to express love to others?
  • Can honoring your own values stop you from loving others?
  • How do people skills affect our ability to love and honor others?
  • Should leaders and business love and honor their employees? Y/N/ Why/Why not? Pls. explain.
  • Is ‘honor’ something a person must earn?
  • How can we honor ourselves and is it important?
  • Whom would you like to honor today and why?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday May 24th , 2015 10am EDT on Twitter (hashtag: #peopleskills) to explore love and honor.


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



Shout Out of Gratitude

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

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






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday May 24th, 2015 10am EDT/7am PDT to explore love and honor.

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







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

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


Chat with you this Sun. May 24th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Love and Honor.


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


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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Leaders claim objectivity is valuable in preventing emotionally skewed decisions. Yet if leaders detach to be objective or come across as indifferent, they disengage employees and results suffer.


Leaders, are you helpfully objective or actually indifferent?

Leaders, Are You Helpfully Objective or Actually Indifferent? Image by: HikingArtist.com

 

Helpfully Objectivity

  • Considers all perspectives to ensure accurate results
  • Researches what is behind emotion to unearth weighty factors
  • Gets close enough to find and see the truth
  • Respects passion’s lift more than it fears its drag
  • Boldly taps emotion to inspire and engage employees

 

Objectivity Turns Into or Seems Like Indifference

When leaders …

  • Glorify measurements over all other types of information
  • Distance themselves in the fear that getting close will limit their honesty and objectivity
  • Mislabel all passion as illogical
  • Act solo because they lack trust in those around them
  • Revel in the comfort and false security of their own views and personality type
  • Push aside diverse new views under the guise of tried-and-true ways
  • Hold their positional power and/or expertise as the ultimate factor in decision making








Objectivity requires a true and complete picture. It sees the value of emotion. It understands diverse factors and perspectives.

Meanwhile, fear, the comfort of habit, and love of data and procedures try to disguise indifference as objectivity. The disguise backfires and leads to a skewed view and poor decisions.


Identify what obstacles are keeping you from engaging with employees, from seeing diverse views, and from building closer relationships. Develop emotional intelligence to overcome those blocks! It is far easier than you think and the business rewards are great.



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

Related Posts:
5 Steps to Developing Emotional Intelligence
Leadership Engagement: How to Reach Employees Not Preach to Them
Want Engaged Employees: Don’t Confuse Contentment w/ Lack of Ambition

Grateful for the use of Image by: HikingArtist.com via Flickr Creative Commons License.

©2013-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


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

QuickSpot-grahpicV2

Engage in people skills learning!

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

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

Tough Mind Warm Heart: JOIN Us in People Skills Global Twitter Chat!

WHEN: Sunday May 17, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Developing Tough Mind Warm Heart

When people think of mental toughness, they don’t always picture a warm heart. Yet emotional intelligence and empathy are a huge part of mental toughness. JOIN us Sunday May 17th, 2015 as we explore developing tough mind warm heart.

My co-host is former FBI agent and mental toughness coach La Rae Quy She is author of the wonderful book Mental Toughness: 52 Tips to Recognize & Utilize Your Greatest Strengths. You can also tap her insights through her blog.



Tough Mind Warm Heart: Image is People skills logo

Tough Mind Warm Heart: Image by KimbManson for Kate Nasser. All rights reserved.

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


Tough Mind Warm Heart – Why and How!

Developing a tough mind warm heart life is very doable. In most cases, you can achieve more with emotional intelligence than with a hammer. In leadership, teamwork, sales, and your relationships, a tough mind warm heart approach combines the insight of a great mind with the power of heart.

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

  • Mental toughness – what is it and what you do imagine it does?
  • How is mental toughness different from hard-headed?
  • Tough mind warm heart – why does it sound contradictory to many people?
  • How can you have a warm heart without sacrificing critical thinking?
  • What are some examples of being warmhearted?
  • How can you develop a thick skin and a warm heart? Ag/Dis? Why?
  • How can you prevent your warm heart from weakening your mental strength?
  • What life events help/hinder developing a tough mind AND a warm heart?
  • When does a tough mind warm heart approach bring the most benefit?
  • How do people skills help develop a tough mind and a warm heart?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday May 17th , 2015 10am EDT on Twitter (hashtag: #peopleskills) to explore “tough mind warm heart.”


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



Shout Out of Gratitude

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

Special thanks this week to LaRae Quy for co-hosting with me and continued thanks to generous chat moderators Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price, Chantal Bechervaise and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday May 17th, 2015 10am EDT/7am PDT to explore developing tough mind warm heart.

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







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

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


Chat with you this Sun. May 17th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Tough Mind Warm Heart.


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

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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Cultivating Positive Emotions: JOIN Us in People Skills Global Twitter Chat!

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


Background on This Chat Topic: Cultivating Positive Emotions

Negativity often dominates the news, our thoughts, and our lives. Yet there are positive emotions that are just as present and powerful. JOIN us this Sunday May 10th, 2015 as we explore cultivating positive emotions.

My co-host is Dr. Hoda Maalouf She is a university chairperson, professor, mother, and co-author of Energize Your Leadership. You can also tap her insights through her blog.



Cultivating Positive Emotions: Image is People skills logo

Cultivating Positive Emotions: Image by KimbManson for Kate Nasser. All rights reserved.

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


Cultivating Positive Emotions

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

  • Positive emotions – what picture does it bring to your mind?
  • What are some examples of positive emotions that we don’t always consider?
  • Positive emotions in difficult times: Naiveté or Strength of Attitude?
  • How have other people’s positive emotions affected you?
  • What is the relationship between positive emotions and trust?
  • “Children live what they learn.” How can parents teach positive attitude?
  • What role do negative emotions play in our lives? Anything positive?
  • We hear so much about attitude of gratitude. What is its true power for a positive life?
  • How can we cultivate positive emotions?
  • What effects do leaders’ positive emotions have on employee engagement and performance?
  • How can leaders and managers cultivate positive emotions in the workplace?
  • How can you stay positive in the face of highly negative people?
  • What role do people skills play in developing and sustaining positive emotions and a positive life?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday May 10th , 2015 10am EDT on Twitter (hashtag: #peopleskills) to discuss cultivating positive emotions.


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



Shout Out of Gratitude

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

Special thanks this week to Dr. Hoda Maalouf for co-hosting with me and continued thanks to generous chat moderators Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price, Chantal Bechervaise and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday May 10th, 2015 10am EDT/7am PDT to explore cultivating positive emotions.

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







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

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


Chat with you this Sun. May 10th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Cultivating Positive Emotions.


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


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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Be Authentic Without Scaring People Away!

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



Be Authentic Without Scaring People Away Image is Titan Moon.

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

Image by Val Klavens via Flickr Creative Commons License.


11 Steps to Be Authentic & Not Scare Others Away

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


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

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


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

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


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

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

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

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

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

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



Authenticity Without Angst – How to Get Started

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



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

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



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

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

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


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




QuickSpot-grahpicV2

Engage in people skills learning!

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

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


Lead Smartly: Reject Dumb Denials & Lead Change!

Successful leaders use courage, IQ, social intelligence, and emotional intelligence (EQ) to lead smartly. Their beliefs and actions are markedly different from others. Most especially, they seek the truth even when it is uncomfortable! They reject dumb denials that trap others in the status quo and inaction.



Lead Smartly: Image is May Angelou quote Without courage, we cannot practice any other virtue consistently.

Lead Smartly: Dumb Denials Smart Leaders Reject. Image by Rachel via Flickr.

Grateful for image by Rachel via Flickr Creative Commons License.


Lead Smartly: 5 Dumb Denials Emotionally Intelligent Leaders Reject

Behind each of these mistaken beliefs, is a dumb denial that sink many leaders. Don’t get trapped. Reject these dumb denials and lead smartly!

  1. If you can’t measure it, it doesn’t exist. Truly absurd.

    It wipes out all sorts of experience, intuition, information etc… Overly cautious leaders deny the truth — that much exists even when we can’t measure it. Smart leaders live in the truth. They don’t deny it. They have the courage to lead smartly from many sources.


  2. No news is good news. Truly dangerous.

    It limits valuable communication to negative announcements and problem solving. Leaders who shy away from showing appreciation, from recognizing talents, and from communicating well, leave untapped potential and morale on the floor. When these leaders speak only the bad news, performance suffers. Smart leaders inspire and engage with communication. They build their influence through relationships.


  3. People skills are inborn. Truly short-sighted.

    When leaders live this belief, they are denying the diversity that challenges human interaction. It takes people skills training to have people stay productive with others. Engaging leaders make time for their teams’ people skills development, especially for team building and how to work through conflict.


  4. Arrogance is a sign of confidence. It inspires others and produces great results. Truly dumb.

    Arrogance is not confidence. It doesn’t inspire teammates. It annoys them and drives them away. It disrespects others and reduces collaboration. The truth is that confidence is rooted in continuous learning. It prevents arrogance from taking root. Smart leaders address the stifling behavior of arrogant employees even if it’s uncomfortable.


  5. Emotion is unproductive. Truly out-of-date.

    Smart leaders tap emotion to lead smartly, encourage innovation, and spearhead change. They don’t label it as unproductive. They tap employee passion — a form of emotion — to ignite the talents the company hired. They show appreciation — a form of emotion — to increase commitment and reduce complaints. They give empathy when teams are struggling and encouragement to help them over the obstacles. Conversely, leaders who deny the value of emotion look weak and antiquated.



Step out of the comfort of denial and lead smartly. Inspire people with your emotional intelligence, vision, and willingness to handle the tough moments. It shows just how much you believe in what you are leading. If you don’t, why should they?




What other dumb denials hold leaders & teams back?


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

Related Posts:
18 Things Respected Well-Liked Leaders Consistently Do
13 Lies Weak Leaders Bequeath to Everyone
Modern Leadership & Teamwork: Be Selfless Not Faceless

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


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




QuickSpot-grahpicV2

Engage in people skills learning!

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

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


Deepening Connections: JOIN us in #Peopleskills chat and share your views.

WHEN: Sunday April 5, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Deepening Connections

Last Sunday we explored diverse workplace collaboration. Some distinguished connection from collaboration as level of commitment. Others emphasized that connection must precede collaboration. This got me thinking about the value of deepening connections.

Why do some people prefer to keep connections light and less involved? Is it quantity over quality? Are there trust issues? Fear of entanglement and less time for self?



Deepening Connections: Image is People skills logo

Deepening Connections: Image by KimbManson for Kate Nasser. All rights reserved.

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


Deepening Connections: What’s the True Impact?

What would it take for people to deepen connections with others? If everyone were to spend some time deepening connections with others, what would this world be like? Better or worse? In this era of technology and social media, are deep connections passé?

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

  • What does the phrase deepening connections mean to you? How does it make you feel?
  • What goes in to deepening connections with others?
  • When are you most likely to deepen connections and/or welcome it?
  • How do fear and trust effect deepening connections?
  • Is there a spiritual component to deepening connections? Love perhaps?
  • Illness or catastrophic events: Do they deepen connections? Why/why not?
  • Are you more likely to deepen your connections at work or in your personal life or both? Why?
  • Has technology and social media helped or blocked deepening connections?
  • Emotional Intelligence: How does that play into deepening connections?
  • What are the benefits and risks of connecting more deeply?
  • What are some tangible steps to take to deepen connections with others?
  • How/why do people skills matter in deepening connections?


So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday April 5, 2015 on Twitter (hashtag: #peopleskills) to deepening connections.


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



Shout Out of Gratitude

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

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






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday April 5, 2015 10am EDT/7am PDT to deepening connections.

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







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

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


Chat with you this Sun. April 5, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Deepening Connections.


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

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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Healthcare People Skills: JOIN us in #Peopleskills chat share your view.

WHEN: Sunday March 22, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Healthcare People Skills

How do doctors, nurses, physician assistants, physical therapists, medical assistants and medical technicians treat you? I don’t mean the medical treatments they give you. I mean how good are their people skills? Do they show empathy? Do they listen? Do they respond well to questions or rush about and cut you off? Our #Peopleskills Twitter chat explores healthcare people skills this Sunday.

My wonderful co-host is Dr. Gia Sison. Dr. Sison is a practicing physician, breast cancer survivor, and first Philippine leader of Livestrong Foundation. She is a powerful voice on social media about healthcare and healing. She faclitates the #HealthXPh Twitter chat and lends her voice to other online healthcare convos.



Healthcare People Skills: Image is People skills logo

Healthcare People Skills: Image by KimbManson for Kate Nasser. All rights reserved.

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


Healthcare People Skills: Do They Matter?

Do healthcare providers still care about bedside manner? Do medical, nursing, and physical therapy schools highlight it? Do they teach the importance of listening and getting the patient’s story? JOIN us in #Peopleskills global Twitter chat to explore healthcare people skills.

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

  • When you are the patient, how important are the people skills of those treating you?
  • What people skills are important in providing excellent healthcare?
  • What happens when medical office staff and those providing direct care have poor people skills?
  • How can healthcare providers & staff be more open to patient questions?
  • Think of the doctors you truly like and trust? How do they behave? Why do you like and trust them?
  • How do cultural differences impact people skills and healthcare?
  • How can everyone involved in delivering healthcare develop better people skills?


So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday March 22, 2015 on Twitter (hashtag: #peopleskills) to explore healthcare people skills.


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

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

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






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday March 22, 2015 10am EDT/7am PDT to healthcare people skills.

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







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

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


Chat with you this Sun. March 22, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Healthcare 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™

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

People Skills Excellence – Our Chat Topic.


WHEN/WHERE: Join us Sunday Feb 22nd, 2015 on Twitter at 10AM ET. Hashtag: #peopleskills


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



People Skills Excellence – How to Develop It?

Join us Sunday Feb. 22nd 10am ET to explore people skills excellence. People skills feed success in business, careers, and relationships. Our ability to interact well affects our very lives. So what is people skills excellence and how do we develop it?




People Skills Excellence: Image is People skills logo

People Skills Excellence: Image by KimbManson for Kate Nasser. All rights reserved.

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

People Skills Excellence: Why and How?

There are so many factors that contribute to how humans interact. Is it actually possible to achieve some level of people skills excellence? Really?

Some questions to get us thinking in advance of Sunday’s #Peopleskills global Twitter chat. If you want to suggest a question, please post it in the comments section below!

  • What is people skills excellence?
  • How are people skills important/unimportant in life?
  • When do they most affect you?
  • In such a diverse world, it is possible to achieve people skills excellence?
  • What is your reaction to someone who has poor people skills?
  • How do values and goals affect people skills development?
  • In search of people skills excellence – what are the most important steps?
  • Personality types: what impact does that have on developing people skills excellence?
  • What people skills have you developed in the past that help you the most now?
  • How can we achieve people skills excellence online?
  • What guidance would you give to someone who struggles with human interaction?
  • How does society help or hinder the development of people skills excellence?



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


Bring your experience, curiosity, a beverage, and join the community on Sunday Feb. 22nd 10am ET to explore people skills excellence.


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



Shout Out of Gratitude

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

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






Hope you will all join people skills global Twitter chat (#peopleskills) this Sunday Feb. 22nd 2015, 10am ET/7am PT people skills excellence.

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






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

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


Connect with you this Sun. Feb. 22nd, 2015, in #peopleskills global Twitter chat 10am ET on people skills excellence.


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

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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Modern Leadership & Teamwork: Selfless Giving Not Faceless Fortune

When you think of modern leadership, does the word selfless come to mind? So much is written about leaders doing more listening less speaking. Being more like a servant to the team and less like the supreme ruler.

As leaders face this definition of modern leadership, many start to wonder if selfless actually means faceless. Team members then face the same dilemma in defining teamwork.




Modern Leadership & Teamwork – This!

Modern Leadership & Teamwork: Image is diverse people working together.

Modern Leadership & Teamwork: Selfless Not Faceless Image by Doblin Monitor.

Grateful for image by: Doblin Monitor via Flickr Creative Commons License.



Not This!

Modern leadership & teamwork: Image is faceless mannequins.

Modern Leadership & Teamwork is Not Faceless. Image by Horla Varlan.

Grateful for image by: Horla Varlan via Flickr Creative Commons License.



Modern Leadership & Teamwork: Be Selfless Not Faceless

There are simple yet significant differences between selfless and faceless.

  1. Selfless leaders and teammates generously give their talents, ideas, and interest in others.

    Faceless believe their ideas aren’t worthy of consideration. Downside: What isn’t offered is unrealized success. Everyone matters for you never know who will contribute the winning detail.


  2. Selfless leaders and teammates share responsibility and accountability.

    Faceless hide from it all. Downside: Splintered organization and a culture of blame.


  3. Selfless leaders and teammates are confident and flexible.

    Modern leadership and teamwork is not about telling or asking. It’s knowing when to do each. Faceless lacks the confidence to do both.


  4. Selfless leaders and teammates seek first to understand then to be understood.

    Faceless seek only to understand. Downside: Groupthink. What isn’t discussed can be dangerous. This is far from modern leadership and teamwork.


  5. Selfless leaders and teammates express appreciation to each other.

    They realize there are many “I’s” in team. They honor and celebrate the diversity of talents. This encourages more contribution to the team. With new generations in the workplace, honoring individual contribution is critical. Faceless overlook the individuals. Downside: Missed opportunities to develop maximum contribution.


  6. Selfless leaders and teammates have tough conversations with respect and civility.

    They care about the outcome and each other. Faceless avoid the tough moments for their own comfort. Downside: Less successful organization.


Special Concerns for Leaders

If you are faceless …

  • you don’t inspire or engage team members.
  • team members can feel abandoned not empowered.
  • team members can believe they must act the same way you do.
  • team members can feel unappreciated and seek other employment.
  • teams members can feel like your organization is a dead end.
  • selfish team members can become the de facto leaders and unravel the culture of teamwork.



For modern leadership and teamwork, be selfless not faceless. Bring your generosity, talents, curiosity, courage, patience, and people skills to work every day. The result is a high performing organization that sustains success with inspiration, support, and stellar efforts.


Here’s a partner post w/ additional details: 12 Professional People Skills to Succeed Without Authority


What modern leadership & teamwork challenges have you met with selflessness?



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

Related Posts:
25 Team Member Talents to Celebrate & Appreciate
Leadership Interview Tips: I vs. We

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


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


NEW> Increase productivity and reduce conflict with the new QUICK SPOT & ADAPT™ workshop to adapt to personality types and work better together. Book your workshop today!


 

 

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.

Great Customer Service Staff: Recruit These 15 Natural Traits

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



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

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

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


Recruit Naturally Great Customer Service Staff

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

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

  1. Accept the absurdity of life without using sarcasm toward the customer.
  2. They easily adapt; their need for control is low.

  3. They listen with empathy.
  4. They brilliantly balance objectivity and caring.
  5. They initiate both caring and action. This is essential for dealing with upset customers.

  6. They know that they can’t change others — only their own perspectives and reactions. More importantly, they don’t want to change others.
  7. They love diversity. They are inspired and excited by it. They are non-judgmental.

  8. They exhibit a high sense of ownership and teamwork.
  9. They understand the big picture and show attention to detail; they follow-through.

  10. They see and hear far more than what the customer is saying and use it well.
  11. They continuously learn from interactions and quickly reapply this insight.

  12. They are self-confident not arrogant. They are comfortable with customers questioning their authority and influence appropriately.
  13. They have a thick skin and a warm heart. This makes them resilient and prevents them from burning out.

  14. They believe service and servitude are completely different. The first you choose; the second you don’t. They are proud to serve.
  15. They love to serve because of the giving — not to be liked or loved in return.


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



Recruit and retain naturally great customer service staff by:

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



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

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



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

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

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


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

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