As managers we all have one. You know, that one special employee we go to whenever we want to be sure a job or task is done right. No matter how much potential the rest of our team has we always give the special jobs or best leads to our “go to guy.” Sooner or later this team member becomes indispensable to our operation and to our own leadership success.
When this happens to you there is only one thing to do. Find your indispensable employee and fire him. You may think this is harsh but if you want to be successful in leadership you have to learn how to lead without a “go to person”. Here are six reasons why you should. (A point of clarification, I am not talking about Leadership Development, but I am looking at one aspect of Team Dynamics.)
You Become Dependent
Once you start using someone as a “go to guy” you become dependent on that person to insure your own work is done. If you know that they will get the job done you don’t worry about learning how to accomplish the task yourself. Even worse you stop monitoring the work and don’t follow-up on the results.
If one of your employees is that good they will eventually grow tired of following in your shadow and move on to another job. At this point you are at a loss because you have not learned how to do the job yourself or developed the other members of your team to assist you.
Fail to Recognize the Talents of Your Team
Often by giving the more challenging task to the same person all the time you fail to recognize that there are other members of the team that can do the work. If you have done your job right you should have surrounded yourself with team members who are both qualified and trained to handle any task the team faces. It is a known fact that a lot of people will only rise to the level of expectation you have for them. In most work situation the majority of your team wants to be challenged in their job.
Fail to Develop / Train Other Team Members
Another negative result of depending on a “go to guy” is that you fail to train and develop your team. A key part of being in a leadership position is to offer training and guidance to all team members in order to help them achieve their maximum potential.
One of the most obvious problems with this failure is you will be left without a backup plan when your “go to guy” leaves your team, because eventually he will leave. It is your job to train all your team members so that any one of them could assume any task if another team member leaves.
Strife in the Team
Remember back when you were in school and the teacher had a favorite pupil. What did you think of that teacher and the “Teacher’s Pet”? The same thing can happen in your team if you have a favorite “go to guy.” How do you think the rest of the team feels about the “Boss’s Pet”?
The most common result of favoritism is low morale among the other team members. Unconsciously their work begins to suffer and the team’s productivity begins to drop. The results are that you as the leader of team look bad in your boss’s eyes.
It is also a possible outcome of having a “go to guy” that the other team member may sabotage the work and performance of the “Boss’s Pet.” Once again the result of this is that you, as the leader, look bad to your Boss.
Giving Away Too Much Authority
Another possible problem of you continuing to rely on your “go to guy” is a tendency to give them too much power. If you give away too much of your authority the “go to guy” may become the pseudo leader of the group. The other team members begin to look to him for instructions and answers to work issues. This could result in you not being aware of what is happening within your team.
This would not be problem if your goal is to develop a leader but if you are just relying on him to get the job done it could result in problems for you as the leader. The ultimate problem comes when your boss begins to go to the pseudo leader because he believes he is the one who knows what is going on in the team.
Back Stabbing
Finally, there is the possibility that your “go to guy” and / or the entire team my try to sabotage your work and standing with your boss. This is usually a result of their loss of respect for you as their leader because of the favoritism you show your “go to guy.”
Most often it is your “go to guy” that stabs you in the back. If he is as good as you think eventually he will ask himself, “Why do I need him?” The result of this is he will begin to take steps to insure your boss knows who is actually doing all the work.
If we are good leaders we are working hard to develop and train our entire team. Yes, there will be occasions when a team member shows a higher leadership aptitude than the others and we will focus more effort on their development. But, we cannot do this at the expense of the rest of the team. This is what leadership is about.
Developing a “go to guy” into an indispensable employee will lead to your ultimate failure as a leader. Having a strong, well trained team will help insure your success.
Isn’t it time for you to fire your indispensable employee?
Tuesday, July 12, 2011
Wednesday, June 22, 2011
Telephone Etiquette
Since the invention of the telephone it has served as an integral part of business. Today, with the advent of cell phones this is even more true than ever before. We are constantly on call and available twenty-four hours a day.
Deals are made and lost on the telephone. Job searches are conducted, interviewed and negotiated over the telephone. Real estate is bought and sold over the telephone. Millions of dollars are exchanged daily through transaction negotiated over the telephone. Often these opportunities are made or lost by the use of either simple telephone etiquette and/or courtesy.
Over the years I have seen a decline in basic telephone courtesy in all areas of use, especially in the business world. Here are a few tips to help improve your chances of a successful telephone deal.
Answering a Call
Have you ever called someone and the first words they answered with were, “Who’s this?” Or, have you had someone call you and before you could say anything, they asked, “Who’s this?” How did you feel when this happened? Did you want to continue with the call?
There are two basic rules to answering the telephone.
1. Identify yourself.
2. Identify what company you are with (If this is a company phone).
If you are at work, in an office, this is very easy to remember. Most companies have a standard script they want you to follow when answering the telephone. If not, you need to develop your own script.
The problem usually occurs when you are answering a cell phone. Most people forget that if this is a business phone you should treat it as such and identify yourself and your company name. If you are self-employed your cell phone is your business lifeline and should be treated like any other professional office telephone.
Placing a Call
If you are placing a call the same two rules apply. After the other party has answered the telephone and identified themselves you should acknowledge them and then immediately identify yourself with your full name and your company (if you are making a company call). Don’t assume the other party will recognize your voice and don’t make them ask you who you are.
Leaving a Message on an Answering Machine
If you have to leave a message on an answering machine it is important to speak slowly, clearly and concisely. With the poor reception that often occurs with cell phones this can be a critical factor in whether your message is received or not.
Identify who the message is for at the beginning of the message. Then identify who you are, full name, the company you represent, if applicable, and your telephone number. Leave a simple message which covers the subject of the call but don’t embellish and ramble, as this may make the message confusing. At the end of your message repeat your name, company and your telephone number.
The Most Important Telephone Tip of All
The most important tip of telephone etiquette is to SMILE when you talk on the telephone. Yes, smile because it transmits through the telephone lines and airwaves to the other party. A simple smile will be reflected in your voice and your attitude while talking.
Your attitude can make or break a deal while talking on the telephone. If you are courteous and polite you will get more results. Often in the business world in order to get to the right decision makers you have to get past the gatekeepers, which are the receptionist, the assistants and the secretaries. By simply being polite and courteous you have a better chance of reaching the people you need to talk to in order to make a deal happen.
Today’s business environment revolves around telephones and especially cell phones. In our fast-pace world decisions are no longer just made in the Boardroom. They are made on the go, while on vacation, when at home, and anywhere else where you find yourself with a cell phone.
Courtesy and telephone etiquette are more important than ever before in helping insure you receive your portion of today’s business successes. Be polite and courteous whenever you are using a telephone.
Most importantly, remember to smile when talking on the telephone.
Deals are made and lost on the telephone. Job searches are conducted, interviewed and negotiated over the telephone. Real estate is bought and sold over the telephone. Millions of dollars are exchanged daily through transaction negotiated over the telephone. Often these opportunities are made or lost by the use of either simple telephone etiquette and/or courtesy.
Over the years I have seen a decline in basic telephone courtesy in all areas of use, especially in the business world. Here are a few tips to help improve your chances of a successful telephone deal.
Answering a Call
Have you ever called someone and the first words they answered with were, “Who’s this?” Or, have you had someone call you and before you could say anything, they asked, “Who’s this?” How did you feel when this happened? Did you want to continue with the call?
There are two basic rules to answering the telephone.
1. Identify yourself.
2. Identify what company you are with (If this is a company phone).
If you are at work, in an office, this is very easy to remember. Most companies have a standard script they want you to follow when answering the telephone. If not, you need to develop your own script.
The problem usually occurs when you are answering a cell phone. Most people forget that if this is a business phone you should treat it as such and identify yourself and your company name. If you are self-employed your cell phone is your business lifeline and should be treated like any other professional office telephone.
Placing a Call
If you are placing a call the same two rules apply. After the other party has answered the telephone and identified themselves you should acknowledge them and then immediately identify yourself with your full name and your company (if you are making a company call). Don’t assume the other party will recognize your voice and don’t make them ask you who you are.
Leaving a Message on an Answering Machine
If you have to leave a message on an answering machine it is important to speak slowly, clearly and concisely. With the poor reception that often occurs with cell phones this can be a critical factor in whether your message is received or not.
Identify who the message is for at the beginning of the message. Then identify who you are, full name, the company you represent, if applicable, and your telephone number. Leave a simple message which covers the subject of the call but don’t embellish and ramble, as this may make the message confusing. At the end of your message repeat your name, company and your telephone number.
The Most Important Telephone Tip of All
The most important tip of telephone etiquette is to SMILE when you talk on the telephone. Yes, smile because it transmits through the telephone lines and airwaves to the other party. A simple smile will be reflected in your voice and your attitude while talking.
Your attitude can make or break a deal while talking on the telephone. If you are courteous and polite you will get more results. Often in the business world in order to get to the right decision makers you have to get past the gatekeepers, which are the receptionist, the assistants and the secretaries. By simply being polite and courteous you have a better chance of reaching the people you need to talk to in order to make a deal happen.
Today’s business environment revolves around telephones and especially cell phones. In our fast-pace world decisions are no longer just made in the Boardroom. They are made on the go, while on vacation, when at home, and anywhere else where you find yourself with a cell phone.
Courtesy and telephone etiquette are more important than ever before in helping insure you receive your portion of today’s business successes. Be polite and courteous whenever you are using a telephone.
Most importantly, remember to smile when talking on the telephone.
Wednesday, June 15, 2011
The Three F’s of Leadership
There comes a point in every relationship, organization, business, and related activity when leaders must lead. The various teams have done their designing. The committees have reviewed it. Management has approved it. Now, it is time for leaders to take control and execute it. This is true whether we are talking about building a rocket ship or selling a house; once plans are made they have to be executed.
Leaders are the people that make it happen. They execute the plans and insure the goals are met. Whether they are leaders of a large group of fellow associates or they are an individual performance leader, such as sales leader, they set the pace and standards of the job to be done.
Leaders accomplish this through other people. A team leader will guide and direct his team insuring all the members maintain their focus on achieving the desired results. A sales leader will work with all parties of a transaction to insure they stay focused on making the transaction. The primary function of leadership in any situation involves working with and through other people to achieve the results of the goal.
Working with and through other people can be challenging but that is why you are the leader. As a leader it is important to learn and apply the three F’s of leadership in all their work relationships and interactions with other people. A leader should treat everyone with respect by being:
1. Fair
2. Firm
3. Frank
Fair
Your reputation is one of the most important assets you have. How people perceive you will determine how willing they are to work with you. As a team leader a positive reputation will make your associates put out the extra effort needed to accomplish any goal. As a sales leader your reputation will bring business and clients to you.
Being fair is simply treating all people the same. If people know they can trust you they will want to work with you. Be honest with all parties and work for a win-win solution to any problems that arise.
Make time for all your associates and business partners. This will go a long way to helping you achieve the reputation of being fair. Showing favoritism in any business relationship can have strong negative consequences.
Even in businesses where professional and corporate guidelines/rules appear to restrict your relationship with one party or the other in a business transaction you can still be fair in your actions. Be honest. If you cannot do something tell the party you cannot. By following the guidelines to the letter you are maintaining your fairness in the business relationship. Simply applying the rules equally to all parties with fairness and honesty helps you achieve your goals.
Firm
In the old days when you said a leader was firm you meant he ruled with an iron fist. There are still times when a leader has to be strict but being firm means more than this. It means being a decisive leader, one who can make a decision and follow through with it.
When being firm you need to stick to your principles and company policies/rules in all your business relationships. Don’t be indecisive when it comes to doing what is right or wrong. Let your principles and policies guide you in your decisions and how you implement actions.
When you make a decision stick with it, don’t be wishy-washy about it. You are not a “yes person” but you are the leader and at times it is your job to make the hard choices that are necessary to accomplish the goal.
Being firm also means when your decision or plans need to be changed you change them. But, you base the need to change on the facts needed to reach your goal. A good leader knows when and how to be flexible and adaptable.
Be open the suggestion, ideas, guidance and advice. A good leader does not make decisions in a vacuum but in the end a good leader makes the decision.
Frank
A good leader is an honest leader. His very principles demand truthfulness and honesty. He shares all the facts that he can with his team and/or clients to help them accomplish the goal.
When working in a team environment a good leader deals with all situations with truthfulness whether with the team or an individual. If praise is justified he gives it honestly and freely. If correction is needed he handles it with the same frankness, dealing with facts.
An individual leader such as a sales leader is frank with his associates and clients. He gives them all the facts, both good and bad, so they can make the best decision for their goals.
By following the three “F’s” of leadership a good leader will find the interaction with fellow associates and clients easier and more rewarding. Developing a reputation of being fair, firm and frank in your business relationships will help move you from being a good leader to being a great leader.
Leaders are the people that make it happen. They execute the plans and insure the goals are met. Whether they are leaders of a large group of fellow associates or they are an individual performance leader, such as sales leader, they set the pace and standards of the job to be done.
Leaders accomplish this through other people. A team leader will guide and direct his team insuring all the members maintain their focus on achieving the desired results. A sales leader will work with all parties of a transaction to insure they stay focused on making the transaction. The primary function of leadership in any situation involves working with and through other people to achieve the results of the goal.
Working with and through other people can be challenging but that is why you are the leader. As a leader it is important to learn and apply the three F’s of leadership in all their work relationships and interactions with other people. A leader should treat everyone with respect by being:
1. Fair
2. Firm
3. Frank
Fair
Your reputation is one of the most important assets you have. How people perceive you will determine how willing they are to work with you. As a team leader a positive reputation will make your associates put out the extra effort needed to accomplish any goal. As a sales leader your reputation will bring business and clients to you.
Being fair is simply treating all people the same. If people know they can trust you they will want to work with you. Be honest with all parties and work for a win-win solution to any problems that arise.
Make time for all your associates and business partners. This will go a long way to helping you achieve the reputation of being fair. Showing favoritism in any business relationship can have strong negative consequences.
Even in businesses where professional and corporate guidelines/rules appear to restrict your relationship with one party or the other in a business transaction you can still be fair in your actions. Be honest. If you cannot do something tell the party you cannot. By following the guidelines to the letter you are maintaining your fairness in the business relationship. Simply applying the rules equally to all parties with fairness and honesty helps you achieve your goals.
Firm
In the old days when you said a leader was firm you meant he ruled with an iron fist. There are still times when a leader has to be strict but being firm means more than this. It means being a decisive leader, one who can make a decision and follow through with it.
When being firm you need to stick to your principles and company policies/rules in all your business relationships. Don’t be indecisive when it comes to doing what is right or wrong. Let your principles and policies guide you in your decisions and how you implement actions.
When you make a decision stick with it, don’t be wishy-washy about it. You are not a “yes person” but you are the leader and at times it is your job to make the hard choices that are necessary to accomplish the goal.
Being firm also means when your decision or plans need to be changed you change them. But, you base the need to change on the facts needed to reach your goal. A good leader knows when and how to be flexible and adaptable.
Be open the suggestion, ideas, guidance and advice. A good leader does not make decisions in a vacuum but in the end a good leader makes the decision.
Frank
A good leader is an honest leader. His very principles demand truthfulness and honesty. He shares all the facts that he can with his team and/or clients to help them accomplish the goal.
When working in a team environment a good leader deals with all situations with truthfulness whether with the team or an individual. If praise is justified he gives it honestly and freely. If correction is needed he handles it with the same frankness, dealing with facts.
An individual leader such as a sales leader is frank with his associates and clients. He gives them all the facts, both good and bad, so they can make the best decision for their goals.
By following the three “F’s” of leadership a good leader will find the interaction with fellow associates and clients easier and more rewarding. Developing a reputation of being fair, firm and frank in your business relationships will help move you from being a good leader to being a great leader.
Friday, April 15, 2011
The Art of Smiling
This past weekend I spent one day where dreams come to life, at The Magic Kingdom at Walt Disney World in Orlando, Florida. This is supposed to be one of the happiest places on earth yet I noticed something strange, a lot of people were not smiling. They could not leave the stress of their everyday world outside the park.
I am sure you have noticed the change that is taking place in our society where civility and courtesy are becoming a rare commodity. When was the last time someone stopped and held open a door for you? When was the last time a store clerk smiled and did not look at you as if you were a distraction? In our fast paced world, we no longer take the time for basic politeness. We are only worried about getting what we need.
Now back to my trip to Disney World. The management of Walt Disney World has done an excellent job of training their employees, cast members, on basic public relations. Over and over I witness a simple smile and greeting from a clerk in one of the shops melt the stress from a guest’s (what they call a customer) face. By walking up and asking if they could help or just saying, “Have a great day” and smiling as the guest left an attraction changed the whole experience that day.
The more I saw this occur and the reaction it caused the more I was reminded of the important role simple courtesy plays in business and interpersonal relationships. In today’s business environment of high stress and fast paced action it is easy to lose sight of basic courtesy. We can’t afford to take the time to hold a door, give a smile, or exchange greetings. Or, can we?
A smile, a polite greeting or a simple acknowledgement that you exist can change the whole mood of a business situation. Whether you are putting together a business deal, negotiating a real estate contract, or having a simple meeting with fellow associates common courtesy will play a positive role in the outcome.
Here are a few examples.
- When you are frustrated, smile. A simple smile can change your entire outlook and help clear your thoughts.
- A smile during negotiations can make you feel and look confident especially during tense times.
- If someone is pushing you or trying to take advantage of you, smile. It can help put you back in charge and disarm them.
- If someone is being rude or obnoxious to you, smile. It can help ease the situation and soften them.
- When a sales clerk treats you like a distraction, smile and offer a greeting.
- If a co-worker is having a bad day, smile and wish them a happy day.
- When you have to counsel with an employee, smile and it will help them become more receptive to your suggestions.
I know it is hard to do and sometimes requires a lot of work but, being courteous and smiling takes a lot less effort and energy than being grumpy and argumentative. Not only that, when you smile it is easier to do things with enthusiasm and enthusiastic people are usually the ones that get ahead in life. It is true, smiling increases your face value.
I once had a mentor who always told me, “No matter what they put you doing, even shoveling s--t, smile while you are doing it. You will be noticed.” The truth is it works and people do remember you as being the person who smiles or the person who is always courteous and helpful. This is one way to win points with your boss and customers.
Being courteous and smiling brings returns in all areas of your life and business. It eases tensions and allows you to enjoy the moment. By reducing tensions you can arrive at better decisions and outcomes. It can help you maintain control of an otherwise bad situation. People like being around and doing business with courteous people.
Like the old saying goes, “Smile and the world smiles with you.”
What are some of your experiences with the power of smiling and courtesy?
I am sure you have noticed the change that is taking place in our society where civility and courtesy are becoming a rare commodity. When was the last time someone stopped and held open a door for you? When was the last time a store clerk smiled and did not look at you as if you were a distraction? In our fast paced world, we no longer take the time for basic politeness. We are only worried about getting what we need.
Now back to my trip to Disney World. The management of Walt Disney World has done an excellent job of training their employees, cast members, on basic public relations. Over and over I witness a simple smile and greeting from a clerk in one of the shops melt the stress from a guest’s (what they call a customer) face. By walking up and asking if they could help or just saying, “Have a great day” and smiling as the guest left an attraction changed the whole experience that day.
The more I saw this occur and the reaction it caused the more I was reminded of the important role simple courtesy plays in business and interpersonal relationships. In today’s business environment of high stress and fast paced action it is easy to lose sight of basic courtesy. We can’t afford to take the time to hold a door, give a smile, or exchange greetings. Or, can we?
A smile, a polite greeting or a simple acknowledgement that you exist can change the whole mood of a business situation. Whether you are putting together a business deal, negotiating a real estate contract, or having a simple meeting with fellow associates common courtesy will play a positive role in the outcome.
Here are a few examples.
- When you are frustrated, smile. A simple smile can change your entire outlook and help clear your thoughts.
- A smile during negotiations can make you feel and look confident especially during tense times.
- If someone is pushing you or trying to take advantage of you, smile. It can help put you back in charge and disarm them.
- If someone is being rude or obnoxious to you, smile. It can help ease the situation and soften them.
- When a sales clerk treats you like a distraction, smile and offer a greeting.
- If a co-worker is having a bad day, smile and wish them a happy day.
- When you have to counsel with an employee, smile and it will help them become more receptive to your suggestions.
I know it is hard to do and sometimes requires a lot of work but, being courteous and smiling takes a lot less effort and energy than being grumpy and argumentative. Not only that, when you smile it is easier to do things with enthusiasm and enthusiastic people are usually the ones that get ahead in life. It is true, smiling increases your face value.
I once had a mentor who always told me, “No matter what they put you doing, even shoveling s--t, smile while you are doing it. You will be noticed.” The truth is it works and people do remember you as being the person who smiles or the person who is always courteous and helpful. This is one way to win points with your boss and customers.
Being courteous and smiling brings returns in all areas of your life and business. It eases tensions and allows you to enjoy the moment. By reducing tensions you can arrive at better decisions and outcomes. It can help you maintain control of an otherwise bad situation. People like being around and doing business with courteous people.
Like the old saying goes, “Smile and the world smiles with you.”
What are some of your experiences with the power of smiling and courtesy?
Wednesday, April 6, 2011
CYA - The Basic Rule of Leadership
While attending Florida Southern College I took a night class entitled “Industrial Psychology.” The teacher was a retired Vice President of Human Resources for a major international heavy equipment manufacturer. The very first day of class he walked into the room, went up to the blackboard and wrote in large letters “CYA”. He then told us if we did not learn anything else in his class we would learn what CYA meant.
He went on to explain that in the real world of business this is one of the most important and basic rules to success and survival. Whether you find yourself in a positive or negative position, using CYA gives you an advantage over your competition. In all areas of business you needed to CYA or Cover Your Ass.
Every class after that he would write CYA on the board and leave it up for the entire period. Then he would teach the fundamentals of industrial psychology while weaving in his own personal experiences. Throughout the class he would refer to the board and ask, "How can you apply CYA to this situation?"
When broken down CYA involves two processes.
1. Documentation
2. Follow-up
Documentation
Documentation is simply “put it in writing.” Whether it involves communication or an event, write down what was said and/or what happened. Too often not remembering exactly what happened or what was said results in a totally different outcome than what you expected.
In a conversation what was heard by one party may not be what was said by the other. Often the conversation is held in a noisy or busy area with lots of distractions. Other times the conversation is held while one or both parties are in a hurry and there is no true communication occurring.
To help avoid misunderstanding take notes during the conversation or as soon as possible after the conversation write down what was said. I have always carried a little note pad in my pocket to jot down memory notes to be used later to help retain or recap the conversation. Often when I get a few minutes I will send a note by email to the other party summarizing the conversation. This will also serve a record that we had the conversation.
At times I have kept a business journal or log of my daily activities. This is a great tool for keeping notes on the day’s events and important communications. Several months later if you have to review an event you will be glad you have this information documented.
Another good habit to get into is to save all correspondences in a file. You never know when you may need it. This is one of the great things about email. It is a written record and easy to save.
Follow-up
One of the phrases I hate to hear from one of my managers is, “I assumed ….” I was taught very early in my business career the old adage that when you assume, you make an “ass-u-me” and I get very upset when it happens to me. This can easily be avoided by simply learning to follow-up on events you are involved with.
If you make an assignment don’t assume it will be done, follow-up.
If you have assignments don’t assume you have done it correctly, follow-up.
If you are involved in communication with another person don’t assume there is an understanding of what was said, follow-up.
If you do anything, take the time to follow-up to insure it is done correctly. This extra step in your work process can eliminate a lot of wasted steps in the future.
If you write it, proofread it, another form of follow-up. Years ago I asked my assistant to type a letter to the Vice President of Operations of the company I worked for telling him of the production record that was broken the previous night by our second shift team. She typed it up and brought in for me to sign and I did.
Several days later I got a call from the VP asking if I had read the letter I had signed before I sent it. I learned a big lesson on follow-up that day. I pulled out my copy of the letter and read where she wrote, “The second shift set a new production standard for the operations.” The problem was she had left the “f” out of shift. Needless to say I now read what I sign.
It may sound like you are being paranoid by keeping all of these notes and constantly checking up on people, but it is not. It is a valuable tool to help make you a better leader and manager. It will help you evaluate your past performance and help you make plans for future improvements. By applying CYA in all areas of your work you will reap the benefits.
So, everyday “Cover Your Ass.”
He went on to explain that in the real world of business this is one of the most important and basic rules to success and survival. Whether you find yourself in a positive or negative position, using CYA gives you an advantage over your competition. In all areas of business you needed to CYA or Cover Your Ass.
Every class after that he would write CYA on the board and leave it up for the entire period. Then he would teach the fundamentals of industrial psychology while weaving in his own personal experiences. Throughout the class he would refer to the board and ask, "How can you apply CYA to this situation?"
When broken down CYA involves two processes.
1. Documentation
2. Follow-up
Documentation
Documentation is simply “put it in writing.” Whether it involves communication or an event, write down what was said and/or what happened. Too often not remembering exactly what happened or what was said results in a totally different outcome than what you expected.
In a conversation what was heard by one party may not be what was said by the other. Often the conversation is held in a noisy or busy area with lots of distractions. Other times the conversation is held while one or both parties are in a hurry and there is no true communication occurring.
To help avoid misunderstanding take notes during the conversation or as soon as possible after the conversation write down what was said. I have always carried a little note pad in my pocket to jot down memory notes to be used later to help retain or recap the conversation. Often when I get a few minutes I will send a note by email to the other party summarizing the conversation. This will also serve a record that we had the conversation.
At times I have kept a business journal or log of my daily activities. This is a great tool for keeping notes on the day’s events and important communications. Several months later if you have to review an event you will be glad you have this information documented.
Another good habit to get into is to save all correspondences in a file. You never know when you may need it. This is one of the great things about email. It is a written record and easy to save.
Follow-up
One of the phrases I hate to hear from one of my managers is, “I assumed ….” I was taught very early in my business career the old adage that when you assume, you make an “ass-u-me” and I get very upset when it happens to me. This can easily be avoided by simply learning to follow-up on events you are involved with.
If you make an assignment don’t assume it will be done, follow-up.
If you have assignments don’t assume you have done it correctly, follow-up.
If you are involved in communication with another person don’t assume there is an understanding of what was said, follow-up.
If you do anything, take the time to follow-up to insure it is done correctly. This extra step in your work process can eliminate a lot of wasted steps in the future.
If you write it, proofread it, another form of follow-up. Years ago I asked my assistant to type a letter to the Vice President of Operations of the company I worked for telling him of the production record that was broken the previous night by our second shift team. She typed it up and brought in for me to sign and I did.
Several days later I got a call from the VP asking if I had read the letter I had signed before I sent it. I learned a big lesson on follow-up that day. I pulled out my copy of the letter and read where she wrote, “The second shift set a new production standard for the operations.” The problem was she had left the “f” out of shift. Needless to say I now read what I sign.
It may sound like you are being paranoid by keeping all of these notes and constantly checking up on people, but it is not. It is a valuable tool to help make you a better leader and manager. It will help you evaluate your past performance and help you make plans for future improvements. By applying CYA in all areas of your work you will reap the benefits.
So, everyday “Cover Your Ass.”
Monday, February 21, 2011
The Rattlesnake and the Rabbit - A Lesson in Life and Problem Solving
On the weekends that my 4 year old grandson stays with us it seems like I have a shadow attached to me. Every time I stop he is saying something like, "Papa, let's work in the yard" or "Papa, let's go to the store" or "Papa, let's do this or that." Then it is off we go on another adventure.
This weekend it hit me that he is a lot like I was when I was his age. From as early as I can remember, until I discovered girls, I loved being with my granddaddy. I was lucky that I got to spend a lot of time with him, having fun, learning and gaining wisdom from him. I especially remember riding around in his truck and talking.
Granddaddy was a very quiet man, like all of us Gray men, and did not talk much except when it was just him and I riding in the truck. He was always telling me something about the farm, the old days when he was a young man, nature and wildlife, and about life in general. It was always like show and tell story time when we were in the truck or working on the farm.
There was one event we shared together that stuck in my mind and I still smile and marvel at the wisdom of his explanation. I was around 8 years old and we were riding in his truck on what we called the Swamp Road going to the field we were working at. This was an old sandy dirt road which was typical of most roads in the area.
I was daydreaming as we rode along not really paying attention to anything when Granddaddy suddenly slammed on the brakes and came to a stop in the middle of the road. He then turned off the engine and just sat there. I looked at him questionably and he pointed at the road as he told me to be quiet and watch.
About twenty feet in front of the truck sat a huge rabbit with the biggest rattlesnake I have ever seen coiled loosely around it. The snake was coiled up in a strike position and they were staring at each other, eye to eye. Neither one was moving, not even a twitch.
I asked Granddaddy what they were doing, even though I knew that rabbit would soon be snake food. Granddaddy looked at me and said, "Watch, the rabbit is charming the snake."
I chuckled and replied, "Don't you mean the snake is charming the rabbit."
"Just watch," was all he replied.
We stayed there for what seemed like an eternity watching the drama of life and death play out before us. Even though I knew it was the way of life in nature I could not help but feel sorry for the poor rabbit. It was at this point I learned a valuable life lesson.
After waiting and watching the snake and the rabbit locked in a death stare, neither moving a muscle, the unbelievable happened. In the blink of an eye the rabbit leaped to its freedom and the snake was still sitting in its strike position staring at an empty place.
I remember the shock I felt as I asked Granddaddy what had just happened and him laughing at me and saying, "I told you the rabbit just charmed the snake." He then proceeded to explain several life lessons to be learned from this.
The first lesson he taught me about the rattlesnake and the rabbit is never judge a book by its cover. It is very easy to judge your opponent or a problem as being overwhelming. Even though they form the backbone of our rating system, first impressions are not always the best.
The second lesson is running away from problems will not solve them. The rabbit had tried to run but in the end had found it was trapped and unable to run from its problem. It was at this point the rabbit realized it had to deal with its problem face to face in order to solve it. No longer could he ignore the issue, run from it or dance around the issue at hand.
The third lesson is to never give up. Even when all the odds are against you, you need to keep trying to overcome. The rabbit was obviously trapped in a no-win situation completely surrounded by its enemy, the snake. It did not let fear overcome its desire for life so it turned to the last resort effort of rearing up on its hind legs and staring its enemy in the eye, daring it to blink. If it had shown any fear it would have been killed.
Another lesson to learn is neither the strength of the snake nor the speed of the rabbit determined the outcome. Sometimes it takes finesse to solve an issue. In life we are taught that strength and money can solve most issues. When you get out into the real world you soon learn you have to use your intelligence and experience to overcome most situations.
The last point that Granddaddy made was, when the prize is at hand and you have your enemy where you want them, strike! Don't sit back, waiting and mocking your opponent. How many times has a great victory been lost in history because the perceived victor hesitated and let its victim get away? Do not celebrate until the final whistle is blown.
After he finished explaining all this to me Granddaddy looked me in the eye and said, "The story is not over yet, come with me." We then got out of the truck and he grabbed a shovel from the back and we killed that huge snake.
He then told me, "Never leave a live rattlesnake (problem) if you have the means to kill it." With that he began to teach me about rattlesnakes, their fangs, and their rattles, but that's another story for another time.
This weekend it hit me that he is a lot like I was when I was his age. From as early as I can remember, until I discovered girls, I loved being with my granddaddy. I was lucky that I got to spend a lot of time with him, having fun, learning and gaining wisdom from him. I especially remember riding around in his truck and talking.
Granddaddy was a very quiet man, like all of us Gray men, and did not talk much except when it was just him and I riding in the truck. He was always telling me something about the farm, the old days when he was a young man, nature and wildlife, and about life in general. It was always like show and tell story time when we were in the truck or working on the farm.
There was one event we shared together that stuck in my mind and I still smile and marvel at the wisdom of his explanation. I was around 8 years old and we were riding in his truck on what we called the Swamp Road going to the field we were working at. This was an old sandy dirt road which was typical of most roads in the area.
I was daydreaming as we rode along not really paying attention to anything when Granddaddy suddenly slammed on the brakes and came to a stop in the middle of the road. He then turned off the engine and just sat there. I looked at him questionably and he pointed at the road as he told me to be quiet and watch.
About twenty feet in front of the truck sat a huge rabbit with the biggest rattlesnake I have ever seen coiled loosely around it. The snake was coiled up in a strike position and they were staring at each other, eye to eye. Neither one was moving, not even a twitch.
I asked Granddaddy what they were doing, even though I knew that rabbit would soon be snake food. Granddaddy looked at me and said, "Watch, the rabbit is charming the snake."
I chuckled and replied, "Don't you mean the snake is charming the rabbit."
"Just watch," was all he replied.
We stayed there for what seemed like an eternity watching the drama of life and death play out before us. Even though I knew it was the way of life in nature I could not help but feel sorry for the poor rabbit. It was at this point I learned a valuable life lesson.
After waiting and watching the snake and the rabbit locked in a death stare, neither moving a muscle, the unbelievable happened. In the blink of an eye the rabbit leaped to its freedom and the snake was still sitting in its strike position staring at an empty place.
I remember the shock I felt as I asked Granddaddy what had just happened and him laughing at me and saying, "I told you the rabbit just charmed the snake." He then proceeded to explain several life lessons to be learned from this.
The first lesson he taught me about the rattlesnake and the rabbit is never judge a book by its cover. It is very easy to judge your opponent or a problem as being overwhelming. Even though they form the backbone of our rating system, first impressions are not always the best.
The second lesson is running away from problems will not solve them. The rabbit had tried to run but in the end had found it was trapped and unable to run from its problem. It was at this point the rabbit realized it had to deal with its problem face to face in order to solve it. No longer could he ignore the issue, run from it or dance around the issue at hand.
The third lesson is to never give up. Even when all the odds are against you, you need to keep trying to overcome. The rabbit was obviously trapped in a no-win situation completely surrounded by its enemy, the snake. It did not let fear overcome its desire for life so it turned to the last resort effort of rearing up on its hind legs and staring its enemy in the eye, daring it to blink. If it had shown any fear it would have been killed.
Another lesson to learn is neither the strength of the snake nor the speed of the rabbit determined the outcome. Sometimes it takes finesse to solve an issue. In life we are taught that strength and money can solve most issues. When you get out into the real world you soon learn you have to use your intelligence and experience to overcome most situations.
The last point that Granddaddy made was, when the prize is at hand and you have your enemy where you want them, strike! Don't sit back, waiting and mocking your opponent. How many times has a great victory been lost in history because the perceived victor hesitated and let its victim get away? Do not celebrate until the final whistle is blown.
After he finished explaining all this to me Granddaddy looked me in the eye and said, "The story is not over yet, come with me." We then got out of the truck and he grabbed a shovel from the back and we killed that huge snake.
He then told me, "Never leave a live rattlesnake (problem) if you have the means to kill it." With that he began to teach me about rattlesnakes, their fangs, and their rattles, but that's another story for another time.
Wednesday, February 16, 2011
Choosing To Be A Winner
As I set here trying to think of something to write about today I am drawn to a plaque I have had on my office wall for the past 20'ish years. I have used this poem as my motivator for all of these years and shared it often. There was even a period of time when I typed it out, enlarged the print, and then posted it on my refrigerator so my boys could see it every morning before they left for school.
Whoever wrote it sum up a lot about business and life. As I have gone through my life and business career I have found that the largest determining factor of my success in life was my attitude about it. I choose whether I am going to win at a task or whether I will lose. I choose if I want to be happy or I want to be miserable.
As you read through the poem decide how you want to live your life.
Winner vs. Loser
The Winner - is always part of the answer;
The Loser - is always part of the problem;
The Winner - always has a program;
The Loser - always has an excuse;
The Winner - says "Let me do it for you;"
The Loser - says "That's not my job;"
The Winner - sees an answer for every problem;
The Loser - sees a problem for every answer;
The Winner - sees a green near every sand trap;
The Loser - sees two or three sand traps near every green;
The Winner - says "It may be difficult but it's possible;"
The Loser - says "It may be possible but it's too difficult."
Anonymous
Let’ start today and be a Winner
Whoever wrote it sum up a lot about business and life. As I have gone through my life and business career I have found that the largest determining factor of my success in life was my attitude about it. I choose whether I am going to win at a task or whether I will lose. I choose if I want to be happy or I want to be miserable.
As you read through the poem decide how you want to live your life.
Winner vs. Loser
The Winner - is always part of the answer;
The Loser - is always part of the problem;
The Winner - always has a program;
The Loser - always has an excuse;
The Winner - says "Let me do it for you;"
The Loser - says "That's not my job;"
The Winner - sees an answer for every problem;
The Loser - sees a problem for every answer;
The Winner - sees a green near every sand trap;
The Loser - sees two or three sand traps near every green;
The Winner - says "It may be difficult but it's possible;"
The Loser - says "It may be possible but it's too difficult."
Anonymous
Let’ start today and be a Winner
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