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Archive for July, 2017

Set the Coaching Up Right: 3 Keys to a Successful Development Plan

Blanchard LeaderChat

Measuring the impact of coaching is harder than one might think. That’s why it’s essential that any person being coached has a robust development plan that identifies a positive set of outcomes and steps along the way.

Here is what we’ve learned after coaching executives for more than 16 years.

Be specific—specificity is KEY.
In a recent analysis of 35 senior leaders, we found that less than 20 percent created SMART goals. When asked, most leaders could comment on what they wanted to achieve, but hedged their bets on outcomes and impact.

Link development to business strategy.
Blanchard Coaching Services ensures that at the end of every executive coaching engagement, the leader—with the support of the coach—takes time to reflect on what they have achieved during coaching; what they are most proud of; and how outcomes have influenced them, their people, and the business. Then we take it…

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Why Customers “Lie”

Lead Today

Customers-LieHave you ever lied to a salesperson? I can assure you I have not! I’ve told a salesperson I wasn’t interested at the moment but that I might be later on, even when I knew there was no chance I was ever going to buy something from them. But I wouldn’t consider that a lie. I’ve told salespeople on the phone that I just had new windows and doors installed last month even as my old door was sticking when I tried to open it. But it wasn’t a lie; I was just trying to get the guy off the phone.

Even if that seems like a lie it really wasn’t because I was telling it to a salesperson.

I can however, truly assure you I would never lie to a salesperson that I believed had my best intentions in mind. I wouldn’t lie to someone who wanted to earn

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Why Customer Service Is So Bad

Lead Today

If I were King I’d make a rule that whenever Customer Service was written out it would say Customer SERVICE. That rule would also require that when spoken special emphasis would have to be given to the word SERVICE. Maybe they would have to say SERVICE louder or slowly so they would have an extra millisecond to realize what the word SERVICE actually means.

That assumes of course that you could get them to utter the word service.

This post is admittedly more of a rant against the ghastly customer service that has been in the news lately but seriously folks a rant seems to be required. It’s required because I know where at least part of that horrific service is coming from.

Sadly it’s coming from huckster training organizations offering terrible Customer Service training. I see brochures and emails cross my desk constantly offering the latest skills in Handling…

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What Your Customer Knows

Lead Today

I have heard one too many complaints lately about customers and most of the complaints have been from people in customer service roles. They have come from kind of a wide variety of businesses but the majority have been from people working in the retail industry.

It’s those complaints and additional comments regarding customers that prompted this post.

While the complaints and comments have come from a variety of industries they all seem to have the same underlying theme?. ?we? would have much easier jobs if it weren’t for these pesky, demanding customers.

Keep in mind that the vast majority of these comments have come from people specifically charged with caring for customers.

I find that amazing.

Now I don’t think they actually mean that they wish all their customers would leave; if they would just listen for a second to what they are saying I?m certain they would quickly…

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Why Don’t We Work Less?

Longreads

At a recent conference in Detroit, billionaire Jack Ma, founder of the online marketplace Alibaba, told CNBC that, thanks to advances in artificial intelligence, people will soon work less.

“I think in the next 30 years, people only work four hours a day and maybe four days a week,” Ma said. “My grandfather worked 16 hours a day in the farmland and [thought he was] very busy. We work eight hours, five days a week and think we are very busy.”

People have been making this prediction for generations. Economist John Maynard Keynes posited, in an essay published a year after the 1929 Wall Street crash, that his grandchildren would work 15-hour weeks, with five-day weekends. In 2015, NPR caught up with some of his descendants and discovered Keynes — who, according to his grand-nephew died “from working too hard” — was wrong. His grand-nephew reported working over 100 hours…

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4 Practices That Will Make You a More Powerful & Trusted Leader

Blanchard LeaderChat

PowerThe word itself evokes a reaction. What thoughts or feelings do you have when you think of power? Perhaps you picture an organizational chart where the boxes at the top are imbued with more power than those below. Maybe you imagine an iron fist, representative of a person who rules over others with absolute authority. Or perhaps the word power conjures up feelings of nervousness, anxiety, or fear, based on negative experiences you’ve had in the past. On the flip side, maybe the word power emboldens you with excitement, energy, or drive to exert your influence on people and circumstances in your life.

Power is a dynamic present in all of our relationships and it’s one we need to properly manage to help our relationships develop to their fullest potential. In and of itself, power is amoral; it’s neither good or bad. The way we use power is…

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When Goals Matter – Part Five

Lead Today

I?ve asked hundreds of salespeople through the years about their goals for an upcoming year and a common answer is ?I’m going to sell more.? When I ask how they are going to do that the most common answer is, ?I’m going to work harder.?

I know that neither is likely to happen, not because they don’t want them to but wanting to sell more and pledging to work harder are not goals. At best they are hopes. At worst they are just lies we tell ourselves so we can more convincingly tell them to our bosses later.

They aren’t goals because they lack most if not all of the elements of the SMART method of goal setting. But most of all they completely lack specificity. Sell more? Wow, what salesperson doesn’t want to sell more?

The obvious question is how much more but even that answer would be missing…

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Forgive Yourself First

VESSELS of VISION

Self-forgiveness is a positive admission to ourselves that we did the best we could with the level of consciousness and understanding that we had at the time of the situation. Forgiveness brings us peace, freedom and permission to move forward in loving kindness of self and others.

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Making Changes Easier

Practical Practice Management

Change is inevitable whether it is sudden or planned, it can be difficult to go through.

For many when change happens at work and it directly affects personal job tasks it can be stressful and cause anxiety.

Here are three important points to remember when dealing with changes at work that can help everyone make it through and celebrate when they are accomplished.

  1. Plan: If at all possible plan in advance for any change that needs to take place. Document what the change is, how it will affect each employee, and the steps each employee will have to take to implement the change.
  2. Communicate, communicate, and communicate: The more the change is talked about the easier it will be to transition through it. Allow employees to express any difficulty they may have with the change and address it in a personal, calm and caring way.
  3. Be compassionate:…

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What Happens to Your Brain When You Don’t Get Enough Sleep

Our Better Health

If you’re tossing and turning every night, there’s some bad news. Your brain could be in big trouble!

And you thought getting your recommended seven to nine hours of zzz’s was the only thing you needed to worry about. Oddly enough, there are some pretty scary side effects to sleep loss, all around. (By the way, getting too much sleep could be bad for your health, too.)

A study, published in the Journal of Neuroscience, investigated how the brain responds to bad sleep habits using lab mice. Their surprising discovery revealed that not getting enough deep sleep, along with not sleeping at all, can literally cause your brain to start eating itself. No kidding!

The team of researchers, led by neuroscientist Michele Bellesi from the Marche Polytechnic University in Italy, divided the mice into four groups. While the well-rested group slept for six to eight hours, another was…

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