integrity

Building New Relationships is our People Skills Global Chat Topic

WHEN: Sunday Aug 9, 2015 at 10AM EDT on Twitter. Hashtag: #peopleskills


Background on This Chat Topic: Building New Relationships

Does the thought of meeting new people and building new relationships excite you? Or do you see it as a challenge or even a chore? Please JOIN us Sunday Aug. 9, 2015 10amEDT in people skills global Twitter chat to share your insights and experience on building new relationships.



Building New Relationships: Image is People skills logo

Building New Relationships: Image by KimbManson for Kate Nasser. All rights reserved.

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

Building New Relationships – Exciting or Challenging?

JOIN us in #Peopleskills global Twitter chat to explore the topic of building new relationships.

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

  • Assumptions are the termites of relationships. Ag/Disagree Why? ~Henry Winkler
  • Patience, wisdom, respect, trust, generosity – which is most important for relationships?
  • What kills relationships? What makes them thrive?
  • Relationships: “When what you hear and what you see don’t match, trust your eyes.” ~Dale Renton Ag/Disagree? Why?
  • Meeting new people feels __________________.
  • What does it take to go from “new” relationship to comfortable?
  • When is building new relationships most enjoyable and/or valuable?
  • When building new relationships on #socialmedia, _____________.
  • How does emotional intelligence play a role in building new relationships, if at all?
  • What are the obstacles and challenges to new relationships?
  • How can people overcome their fear of meeting new people?
  • What is your best people skills tip for building new relationships?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Aug. 9, 2015 10am EDT in Twitter (hashtag: #peopleskills) about building new relationships.


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






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday Aug. 9, 2015 10am EDT/7am PDT to discuss building new relationships.

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. Aug. 9, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Building New Relationships.


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

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

©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.

Empathy: Key Thoughts to Boost Your Success

Empathy is one of the people skills that can make or break your business success. Career and business success is all about relationships and empathy is key. It replaces the distance of diversity with bonds of connection.



Image is: Diverse business people.

Empathy builds bonds of success. Image by: Maryland_GovPics

Image by: Maryland_GovPics

Empathy: 3 Key Thoughts to Boost Your Business Success

You can develop your empathy and increase your success. Empathy gets you out of your own head and into others. It allows you to step outside of your own perspective and see where others are coming from. It builds trust. It builds bonds with customers. It boosts your negotiation skills.

Key Thought #1:



Empathy: Image is quote Empathy is the connection before the solution.

Empathy is the connection before the solution. ~Kate Nasser





Key Thought #2:



Image is quote: Empathize before you analyze.

Empathize before you analyze. ~Kate Nasser





Key Thought #3:



Image is quote: Empathy and integrity build and rebuild trust.

Empathy and integrity build and rebuild trust. ~Kate Nasser



Empathy is the universal connector to the new and unexplored. It unites people to create success together — leaders and teams, business owners and leaders, sales reps and customers. It is one of the most powerful business people skills.




Get Started Now!

9 Hidden Places to Find & Develop Your Empathy



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

Related Posts:
Empathy and Integrity: 5 Keys to Rebuild Customer Trust

©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™

Teamwork Persona: Will Others Want to Work With You?

Colonel Pamela Melroy, former NASA space shuttle commander, recently asked a very telling people skills question during her career mentoring talks at the space and science festival on the Intrepid Museum.



Are you someone others would want to spend two years with?


Young adults in school, new entrants into the workplace, or experienced workers changing careers, often overlook this question. They focus on developing occupational skills. Yet the people skills and team skills are the aspects that answer Colonel Melroy’s question. It took more than science smarts to be in space with others.


Teamwork Persona: Image is teammates working on a creative project.

Teamwork Persona: Are You Someone Others Want to Work With? Image by Creative Sustainability via Flickr.

Image by Creative Sustainability via Flickr Creative Commons License.


Teamwork Persona: Are You Someone Others Will Want to Work With?

Start developing your teamwork persona early on and never stop. Your people skills and teamwork skills determine if others want to spend time with you. Here’s a checklist to guide you.

  1. Flexibility and affability. What behaviors do you exhibit that make it easy to get along with you? What traits or behaviors will you develop to make it even easier?

  2. Reliability. Do you bring all your talents and abilities to work every single day? Do you shine or retreat in tough times?

  3. Honesty not bluntness. Do you communicate with honesty and care? Are you straightforward without being blunt? Your teamwork persona will attract others when you are easy to understand without being hurtful.

  4. Collaboration. How do you react to this word? Do you want to scream out, “I’m highly competitive!” If you did, would others want you on their team? Something to think about.

  5. Confidence not arrogance. How do you come across? Teammates want your confidence. It lightens the load. They don’t want your arrogance. It increases the load. Make a list of behaviors that you believe express confidence and those that show arrogance. Ask others how you come across. Work on the first list and eliminate the second! This is how you improve your teamwork persona.

  6. Moderation of extremes. Most everyone has some extreme behaviors. It could be habits you’ve developed or traits that have evolved. The key question is: Can you moderate them so they don’t burden others?

  7. Courage and humility. Work requires both depending on the situation. When pressure mounts, how do you act? When conditions require some restraint, can you do that well?

  8. Respect. Showing respect to and for others is essential to a great teamwork persona. It is the basis for all teamwork.

  9. Integrity. The ultimate factor in whether people will want to work with you. Trust is everything.


Developing your occupational skills is the normal career path. Developing your teamwork persona will lead to incredible career success. Start now!



What would you add to this teamwork persona checklist?



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

Related Posts:
21 Reasons People Don’t Get Along at Work
5 Extremes That Harm Teamwork
Moderation Doesn’t Mean Mediocrity

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


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



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Engage in people skills learning!

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

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

Career People Skills: 4 Traits to Develop

Most everyone, new graduates and experienced workers,  want their career to rise.  To do it, plug into the deeper aspects of the following four traits that always breed success.


Career People Skills: Image is an electrical plug.

Career People Skills: 4 Traits to Develop for Success Image by Eva the Weaver via Flickr.

Grateful for image by Eva the Weaver via Flickr Creative Commons License.


Career People Skills: 4 Traits to Plug Into & Develop More Deeply



RReliability. We think of this mostly as deliver what you promise and what you are assigned. That’s expected not exceptional.

For a career rise, spot & adapt to personality styles of the leaders’ you work for and team members you work with. People see you through the lens of their own personality type.

  • Understand their hot buttons and pet peeves. Work without pushing those buttons.
  • Know when and how to point out the risk of their view or impending decision without insulting them.
  • Facilitate leaders’ actions to make the business successful and help them prevent the failures.



IIntegrity. Hold professional confidences, behave ethically, be accountable for your actions and energy, correct your mistakes without excuses, give more than is asked or expected. Integrity builds trust and trust delivers long term career success.


SSelf-Confidence. Less neediness and more initiative from you make life easier for your boss and team members.

Self-confidence is …

  • strength in tough times
  • comfort adapting to change
  • insight on how your talent and experience apply to different situations
  • collaboration without fear of losing your own individual success
  • managing your own ego



Self-confidence isn’t …

  • false bravado
  • know-it-all thinking
  • who’s better than whom attitude
  • disdain for diversity



EExcellence. Pursue excellence through constant learning, innovation, and honest self-evaluation. When you are always learning you give the company, teams, and leaders more ROI on their decision to hire you.



The ROI for developing these 4 people skills traits — career success!



Leaders’ trust and reliance on your contributions is the catapult for your career rise and long term success. Imagine a boss saying “I’ve never met anyone I can rely on more” — and then earn that designation!

What other traits and actions have given RISE to your career?



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

Related posts:
Career People Skills Etiquette: 6 Actions That Leave a Bad Impression & the Alternatives
Accountability Legacy: Career Secrets Revealed
Career People Skills Checklist: Are You Brutally Blunt or Helpfully Honest?

©2011-2015 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™

Trust Leadership Employee Engagement – People Skills global Twitter chat topic.

WHEN/WHERE: Join us Sunday Jan. 25th, 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.



Trust Leadership Employee Engagement – What Breeds What?

Join us Sunday Jan. 25th 10am ET on the relationships between trust leadership employee engagement. So much is assumed about it. So much is written about it. Yet in the end, how can leaders forge ahead to lead and engage well?


Trust Leadership Employee Engagement: Image is People skills logo

Trust Leadership Employee Engagement: Image by KimbManson for Kate Nasser. All rights reserved.

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

Trust Leadership Employee Engagement – How Do They Connect?

Although many people have worked with leaders they did not trust, it is not a great work life. It also does not produce maximum contribution and optimal results. Thus we will explore the connection between trust leadership employee engagement in our #Peopleskills global Twitter chat.

Here are some questions to get us thinking in advance:

  • Have you ever left a job because you didn’t trust your direct leader?
  • At work, what impact does trusting/mistrusting the leaders have?
  • How do you decide if you trust your leader?
  • What behaviors do leaders exhibit that build/break trust?
  • If you had to pick ONE attribute/trait that builds trust, which one would you pick?
  • Is there a connection between employee appreciation and the trust employees have in the leaders? Pls. explain.
  • How do *you define employee engagement?
  • What affect does trust have on employee engagement?
  • What should leaders do to make their people feel like insiders & increase their engagement?
  • Humble leaders are more trusted. Ag/Disagree Why?
  • What advice would you offer new leaders on how to build trust?
  • What role do great people skills play in leadership, trust, and employee engagement?



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 Jan. 25th, 10am ET to offer your views on trust leadership employee engagement.


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 Jan. 25th, 2015, 10am ET/7am PT on trust leadership employee engagement.

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. Jan. 25th, 2015, in #peopleskills global Twitter chat 10am ET on trust leadership employee engagement.


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.

Empathy and Integrity: A Must to Rebuild Customer Trust


Customers make a leap of faith when they first buy from a company. The trust they initially offer is a request for a respectful human bond.

When they are dissatisfied, do you respond with empathy and integrity? A broken trust can spread throughout social media and damage your business and your brand. Empathy and integrity can prevent that. It RSVPs the customers with the respect they want and deserve. Here’s why it works and how to do it simply and consistently.


Empathy and integrity: Sign saying they rebuild trust.

Empathy and Integrity: Keys to Rebuild Trust w/ Customers



Empathy and integrity rebuild customer trust because it stops the customer from feeling like a fool. They don’t have to doubt their choice nor their future decisions. They can trust their own judgment, trust you, and stay with you and your brand.


Empathy and Integrity: 5 Keys to Rebuild Customer Trust

  1. Empathize before you analyze. Once you hear that the customer is dissatisfied, give empathy to manage the emotion. Then move on to analyzing how to solve it. Analyzing before empathizing is one of the most common and worst mistakes you can make. While you are analyzing, the customer’s mistrust is building. They are wondering if you will care about them or will they feel like a fool for selecting your company?


  2. Transform with listening don’t defend with details. After you have offered empathy, wow the customer with more great listening. You will uncover the expectations you missed and how to please them now. If instead you defend your actions with details, the customers will think you are telling them you are right and they are wrong. Details seem like a defense of your ego. Which do you care more about — your ego or them?


  3. Apologize with no ifs or buts. Two words that destroy a heartfelt apology and trust are IF and BUT. “We are sorry IF we fell short.” The customers have already told you that you fell short. The word IF waffles with a gross lack of integrity. Why would they trust you now? “We are sorry but …” also cancels out the apology. No empathy, no integrity, no trust. It’s just that simple.

  4. Fix the problem and prevent the repeats. Follow through with the littlest details and communicate throughout the organization to prevent a repeat failure. When you fall short with a customer, they see a crack in your company’s effectiveness and they lose trust. If you prevent new or bigger cracks, you re-secure the trust.

  5. Show urgency. The longer you take to respond to customers, the faster their trust erodes. Even if it’s going to take time to fix the problem, respond early and keep the customer informed. Delays and lack of communication are the vacuums that suck customer trust away permanently.



It doesn’t take a huge mistake to dissolve customer trust. Regardless of the issue, view it as the customer. Empathize before you analyze, deliver what you promise, and rebuild trust with unparalleled integrity. It speaks volumes to the customer and to those they speak to!


As a customer, what would you add to the list above?



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

Related Posts
11 Surefire Beliefs to Win Over Customers
24 Tips to Make Sales & Service Easy for the Customers
What Destroys a Perfect Apology
Empathy and Integrity to Respond to Angry Customers

©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.

Superior Customer Service: Think Care Not Guilt


I hear some customer service reps, agents, and analysts — even leaders — say that you shouldn’t say “We’re sorry” to customers because it means “we’re guilty.” There is even one consultant who has written a book with this same idea. The problem is, it is simply not true. It’s a myth and a costly mistake to make.


Sorry doesn’t mean guilty. It means we care. In fact if we are thinking about who’s guilty, we aren’t even in the zone of delivering superior customer service and customer experience.


Don’t picture this …



Superior Customer Service: Image is words Mea Culpa

Superior Customer Service: Sorry Doesn’t Mean Guilty Image via Istock.com





Picture this …



Superior Customer Service: Image is Balloons w/ Sorry Words Celebrating!

Superior Customer Service: Sorry Means We Care!

Grateful for both images from Istockphoto.com.



Superior Customer Service: Think Care, Not Guilt!

Superior customer service is never about guilt. It’s about responsibility, desire, and passion to serve and to care.

  • Sorry doesn’t mean guilty. When we offer condolences at a funeral, it doesn’t mean we are guilty. Sorry is one of the many ways to express empathy. We’re sorry for your _________ doesn’t mean we’re guilty of it.

  • When customers are upset with us, we are responsible (not guilty) for the less than satisfying experience they had. Let’s not back away or defend ourselves. Let’s make it an incredibly great moment that customers will remember. Studies show that outstanding service recovery skills often create some of the most loyal customers! Many customers believe that some mistake is bound to happen and they are wowed by great empathy and service recovery skills.

  • Thinking that sorry means guilty says we are thinking of ourselves instead of the customer. We have misinterpreted the customer’s outburst as an accusation against us. It isn’t. Customers want care and resolution. Give them an unadulterated full out “we’re sorry”. Give them full commitment to resolve the issue and loads of care.

  • Customers can get upset for many reasons. Don’t analyze whether they are valid reasons. Don’t analyze who’s at fault. Don’t act neutral. All of these are wasted time and effort. Go all the way and show them true empathy. Empathize emotions; don’t analyze them.


  • Humility is not humiliation. Humility allows us to put the customers emotional needs ahead of ours. We are the professionals. This is not humiliation — the driving emotion behind the guilty/sorry debate. The debate is useless. It sidetracks us from the main goal of delivering superior customer service, memorable customer experience, and retaining the customers.

  • Live with accountability not blame. We are responsible for delivering superior customer service experience. This is a far cry from being guilty when we miss the mark.



Remember, if customers are complaining to us, they’re still interested in our business. We have a chance to show we care. A chance to wow. Don’t blow this chance by withholding empathy. Give a caring “we’re sorry”. It’s not a shameful “we’re guilty.”


Apologize to customers if they had a less than stellar experience. It is a chance for us to reaffirm commitment with true empathy. It’s a chance to show just how much we care about them. It’s a chance to improve our business and wow the customers even more.


Short 2 minute video with inspirational message for leaders and teams to deliver superior customer experience!


Replace guilt with care. Guilt doesn’t belong in superior customer service. Care does. Create a customer-centric culture that brings them back for more.


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

Related Post:
Leadership: Breed Accountability Not Blame
24 Customer Service Tips That Make Loyalty Easy
Superior Customer Service: 5 Ways to Stay Calm AND Caring w/ Upset Customers

©2013-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Rebuilding Trust: What Does It Reveal About You?


Rebuilding Trust: Image is statue of child hugging itself.

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

Image by Chris Bartle via Flickr Creative Commons License


Rebuilding Trust: A Very Revealing Story

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

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



Rebuilding Trust: 3 Tough Leadership & Teamwork Truths

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

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

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




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

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


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



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

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

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Leadership Quandary: Are friendship and leadership compatible?

 

Leadership Quandary: Image is circle of humans holding hands.

Leadership Quandary: Can You Be Friends w/ Those You Lead? Image licensed from Istockphoto.com.

Image licensed from Istock.com.

For years the answer to this question was no. Leadership training programs cautioned against it.

Even today, many leaders believe that it isn’t wise or even possible. I recently read this in an article on the isolation of leadership. I read another that said friends gossip about the boss so leaders and employees can’t be friends.


Yet, many leaders found in hindsight the answer to this leadership quandary had changed from no to yes. They didn’t plan friendship. They didn’t have it as a goal. They found over time they had become friends with those they lead.


Leadership Quandary: Are friendship and leadership compatible?

Yes if …

  • Leaders earn the employees’ respect through honesty and integrity not fear. When leaders lead through hierarchy and commands, friendship is not likely. Distance, fear, blame, and punishment are the vibe. Conversely if you lead through integrity, engagement, and the respect it earns you, friendship is very possible.

  • Everyone defines friendship the same way. Mature friendships go far beyond just make me feel good and have better things to do than gossip. They are based in mutual support, frank conversations, and subsisting together. They evolve. The leadership quandary over friendship fades as leaders and team members become pillars for each other.

  • Leaders see themselves as servants to the teams. Servant leadership may be the easiest example of how leadership and friendship can co-exist. Servant leaders don’t see themselves as judges. The leadership quandary never confuses them. They lead as a guide, a teacher, a resource, a voice of truth. All traits of a good friend.




Resolving the Leadership Quandary: Friendship & Leadership


  1. Let it evolve. If it’s meant to be it will happen. Don’t declare it. Don’t block it.

  2. As the opportunity arises, discuss what friendship is. What will you do when personal needs and organizational needs conflict? Will friendship be a help or a hindrance?

    There are many generations in the workplace with different views. These conversations can be valuable in building positive interactions even if they don’t produce friendships.



  3. Honor the challenges of transition. If you are the new leader, declaring you are a friend may seem fake. It doesn’t happen in a second. It grows and evolves through actions and interactions. Declaring it can also seem presumptuous, pushy, and insensitive. Team members may feel disappointed that the former leader is gone. Declaring your friendship may be its very death knell.

  4. Determine how to lead your former teammates. One of the toughest challenges of leadership and friendship comes when leading your former teammates. With very mature friendships, the transition can be quite easy. Other times, everyone struggles while adjusting to new roles. Be open. Discuss expectations. Discuss friendship. From this openness you will know how to lead well in your new role. Friendships may re-emerge through the struggle.

  5. Take steps to actively include new teammates/employees. If you have strong friendship with those you’ve been leading, new team members can often feel left out. They often imagine and fear the worst. They might wonder if there is favoritism because of the closeness they see among you.

    You needn’t stop being friends with long time employees. Reach out to new team members and help them feel a part of the team. Have lunch with them or SKYPE with them. Get to know them and give them a chance to get to know you. Respect the evolution of these relationships.


  6. Accept if employees don’t want friendship with you. Some feel uncomfortable with it. They feel more secure separating leadership and friendship.




There are many advantages to letting friendship evolve between you and those you lead. Mature bonds of friendship sustain everyone through difficult times. Friendship’s warmth sustains morale. Friendship’s eyes see and prevent disasters. Friendship feels good and makes work enjoyable.

Leadership Quandary: Image says Don't fear it. Discuss it.

Leadership Quandary: Leaders and team members as friends?





What other risks, challenges, or benefits should we consider?


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

Related Posts:
Leadership Sincerity: Are You Leading w/ Honesty & Civility?
Leadership: Breed Accountability Not Blame
5 Steps to Develop Emotional Intelligence
Leadership, Are You a Boring Tiresome Leader?

©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.

Simple Integrity: People Skills Influence


Simple Integrity: Image is Happy Emotion & Sad Emotion

Simple Integrity: Single Best Step We Can Take. Image by Andras Pfaff via Flickr.

Image by Andras Pfaff via Flickr Creative Commons License.


Simple integrity is the moment of truth in personal and professional relationships. Although integrity can seem complex, there is one basic step we can take to show simple integrity with others.




Simple Integrity: Which would you prefer?

Answer this question: When you feel wronged by someone what would you prefer to hear from them?


“You really feel betrayed by me.”



OR



“Clearly, I’ve let you down. I’m sorry.”




When we take ownership of how we’ve affected others, we affect others in a positive way. Our empathy with how they’re feeling now — minimizes the pain of what we did before. Neutrality would intensify their pain.


The best single step we can take for simple integrity is to show ownership not neutrality.









Question: Taking ownership makes others feel great. How does it make you feel?



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

Related Posts:
Leadership: Fairness is Not Neutrality
Potent Communication: 9 People Skills Tips That Make It Easy

©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.

Strength of Grace: People Skills Twitter Chat Topic This Sunday

WHEN: Join us Sunday April 20, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


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



The Strength of Grace & Space in Our Lives

There are many definitions of grace and they all seem to occupy space in our lives at one point or another. Yet we have never explored the strength of grace in our people skills chat.

Join us Sunday April 20, 2014, 10am EDT in #peopleskills Twitter chat to delve into the strength of grace and how it impacts the relationships in our lives.



The Strength of Grace: People skills logo

The Strength of Grace: Our People Skills Chat Topic. Image by KimbManson for Kate Nasser. All rights reserved.

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


The Strength of Grace in All Its Meanings

Join us in global people skills Twitter chat (#Peopleskills) this Sunday April 20th as we discuss grace and its potential in our lives.

Some questions to get us thinking in advance:

  • In what way do you most often think of grace – philosophically, religiously, behaviorally?
  • When have you benefited from grace?
  • Where have you felt grace in your life?
  • Grace is the beauty of form under the influence of freedom. ~Friedrich Schiller Agree/Disagree?
  • Grace and graciousness — outdated values or that special something?
  • What are some everyday examples of grace that we can live?
  • Grace as a gift — is it always present in our lives or do we have to foster it?
  • Empathy and grace – is there a connection?
  • How does grace bring strength to our lives if at all?
  • Where can grace take us?
  • What must we do to make space for grace in our lives?



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

Let’s ponder the strength of grace together. Bring your personal perspective, favorite quotes, a beverage, and join us this Sunday April 20, 2014, 10am EDT in People Skills Global Twitter Chat (hashtag: #peopleskills).


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.






Hope you will all join People Skills Global Twitter Chat (#peopleskills) this Sunday April 20, 2014, 10am EDT/7am PDT to delve into the strength of grace.

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. April 20, 2014, 10am EDT in People Skills Twitter Chat as we explore the strength of grace.


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.

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Engaging Employees to Succeed at What? Integrity?


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

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

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


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

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

Image licensed from Istock.com

Engaging Employees: Culture of Accountability & Integrity

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

Silos don’t stop communication.


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


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

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

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

Engaging Employees: Image is words Wrong & Right

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

Image licensed from Istock.com

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

Engaging Employees: Image is list of core values

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

Image licensed from Istock.com


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


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

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




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

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

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


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

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

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


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

 

 

PS-EnergyBar-LogoJoin me through these social channels

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

Superior Customer Experience: Innovate for Integrity


Superior Customer Experience: Image is sign "The Way Forward"

Superior Customer Experience: Revenue AND Integrity Image via Istock.com

Image licensed from Istock.com


CBS This Morning Show featured the documentation that wireless providers have refused to carry cell phones that have a “kill switch which would allow consumers to deactivate their stolen smartphones. Why? Because it would reduce the need for cell phone insurance policies that they sell. In other words, they would lose revenue!

Tough choice for business leaders:

Revenue or the integrity to help customers have a superior customer experience?



For a consumer, losing a smartphone is a horror story. More than just the cost, the threat of identity fraud and loss of privacy from information stored is huge. It is a nightmare. It is the opposite of a superior customer experience.


When major wireless providers stop the broad use of a preventive powerful technology — e.g. the kill switch — just to preserve their revenue they are aiding and abetting a customer experience horror story. Is it any wonder that that wireless and internet service providers hold 9 of the bottom 10 spots in 2013 Temkin Customer Service Ratings?

Superior Customer Experience: Innovate With Integrity to Win

Telecommunications leaders in wireless and internet service may be trapping themselves by thinking of this dilemma as win or lose. There are not just two choices revenue (win) and integrity (lose).


There is a third choice — innovate for revenue and integrity. Instead of blocking a technology that relieves customers’ pain just to preserve revenue, start innovating the telecommunications industry to build new revenue streams.


Find the start-ups with proven concepts and inventions that can be your next big product or service.


Wireless and internet service leaders, do you have the strength and courage to switch to a new model of integrity that produces revenue? Or will you continue to block the switch that would help consumers and reduce smartphone theft?


Do what others leaders haven’t — reinvent your own industry to win big with new revenue and consumer gratitude. Superior customer experience and integrity sustain revenue they don’t kill it.


Integrity and revenue are not mutually exclusive. Do the right thing! Lead us to a new era of superior customer experience in the wireless world!

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!

Superior Customer Service: Serve Then Sell.


Picture it. A current customer calls to clarify their bill. They wade through your telephone menu system and finally get to you. They are very clear at the beginning that they have a simple billing question. After validating who they are to protect their financial privacy, what would you do next to deliver superior customer service?


Superior Customer Service & Sales: Image is humanoid lassoing a star.

Superior Customer Service & Sales: But 1st – Integrity. Image licensed from Istock.com

Image licensed from Istock.com.



What does your customer focused gut tell you to do next?

  1. Ask unrelated questions about the customer to populate your database — while delaying the answer to their question or
  2. Explain your new products and services or
  3. Focus on their current need and answer their billing question.

If you answered #3, you understand customer service! You really get it. Your focus is on them. It shows integrity.


If you think I am asking a moronic question, you may be one of the lucky ones who has never encountered this maddening moment. It is real. It happens something like this:



    But first … may I have another phone number in case we get disconnected. OK 555-555-1212.
    Now may I have your email address? No. I’m in a hurry and just need to know about my bill.
    I need to connect you to the other billing department for that answer. But first have you heard about our new product …? Customer slams the phone down, finds the phone number for the other billing department, calls them and gets the needed answer.






Just how valuable was this desperate sales approach?

The customer is left with a memory that the business has no integrity or customer focus.

This customer now thinks the company doesn’t care about them and can’t deliver superior customer service. It isn’t likely they will buy more from this business. It would mean experiencing many more maddening moments.

Customers remember moments. They remember the experiences they have with a business.


Superior Customer Service & Sales: But First – Integrity!

A manipulative approach to sales sends many customers running away and telling everyone they know to avoid what they went through.

  • Honor the customer by recognizing and answering their question.
  • Connect with the customers about their stated needs. From that common ground and superior customer service, you build trust through integrity. With trust, you can sell customers many other products and services that will help them in other ways.


If a customer service department uses the but first approach to sell before helping me, I think will reply … “But first, some integrity. How about you answer my question and then I will answer yours?” What will you say?



What other maddening moments have you encountered as a customer? I’m interested to know!


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

Related Posts:
Super Customer Experience: 5 Immediate No Cost Improvements
Customer Service: 21 Tips to Make it Easy for Customers

©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 Twitter Chat TOPIC: Servant Leadership & People Skills Hashtag: #peopleskills

WHEN: Sunday Sept. 8, 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

As leadership theories and practice evolved, servant leadership emerged. What a change from decades ago when serving those you lead was not considered strong leadership! Leaders are interested in servant leadership and want to know how to do it well. What does it look like in action?


People Skills Twitter Chat Logo

People Skills Twitter Chat Sept. 8, 2013: Servant Leadership & #Peopleskills

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


Join People Skills Twitter Chat Sun. Sept. 8, 2013 10am EDT.

More specifically, what people skills we use to serve and lead well. Joining me as co-host for this week’s Twitter chat will be Hoda Maalouf, PhD, associate professor, lecturer, department chair, and student adviser.

As we think ahead to Sunday’s chat, my thoughts go to several ideas:

  • What are the myths and misunderstandings associated with servant leadership and people skills?
  • Is servant leadership inborn, learned, a choice, or something else?
  • How do servant leaders affect those they lead and the business results?
  • Has servant leadership changed the definition of charismatic leaders?
  • How are humility, servant leadership, and success related — if at all?



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

So bring your personal perspective, your favorite beverage, and join us from around the globe this Sunday in the USA — Sept. 8, 2013 at 10am ET — to explore Servant Leadership & People Skills.


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.



Shout Out of Gratitude

Many thanks to Hoda Maalouf 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 Servant Leadership, this Sunday Sept. 8, 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 Sept. 8, 2013 10am EDT in #PeopleSkills Twitter Chat: Servant Leadership 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. Kate invites you to also connect with her on Google +, LinkedIn, and Twitter. She welcomes your interaction!

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