September 1st, 2010
Often times when companies have to squeeze the financial belt, developing employees and creating future leaders gets pushed aside. However building a sustainable company requires having a leadership growth and succession plan in place at all times.
In a recent study conducted by OI Partners, the data indicated that 54% of the companies surveyed do not have enough leadership successors in place and 14% of the companies are not sure if they have enough leadership successors in place. These findings confirm that many organizations are not prepared for the future, which means their organizations are not as sustainable as current management may believe. Closing the knowledge and talent gap needs to be a management strategy during good or interesting times in business.
The benefit of investing and growing employees for the future provides staggering long-term results for the entire organization. Some of the outcomes of employee development management should never lose sight of include:
- Maintaining or growing competiveness in the market
- Sustaining or increasing overall employee and organizational performance
- Building capabilities required to win when business circumstances change
- Sustaining the organization’s culture
- Shortening the time needed for an employee to make an important role transition
- Building strong leaders breeds sustainability
- Creating strategic alignment between the strategy, the employees, and the internal processes
- Innovation
- Creating loyal employees which in turn helps create a loyal customer base
The last point listed is particularly important. Revenue and profitability, albeit critical, are predictors of past decisions. Creating and growing a loyal customer base is a predictor of future success and sustainability. A key to creating and growing a loyal customer base is creating loyal employees. An employee’s loyalty to the organization is enhanced by working with each individual to create a personal development plan. Tim Shoonover, Chairman of OI Partners, said in a recent article “To sustain growth in your company, there must be a path to leadership. If an employee doesn’t have a leadership development plan in place and isn’t able to see her career progression she is less likely to be engaged or to expend discretionary effort.”
Right now organizations have a bit of an advantage, as employees are not as quick to pursue new career opportunities. But as economic conditions improve, disengaged employees will begin comparing and perhaps looking for new career opportunities. Therefore, creating and committing to an employee leadership and development plan is not only critical to organizational success it also plays a significant role limiting employee turnover to a minimum.
Employees who see a commitment to their growth and development are employees who give the organization 110%. That extra 10% is where innovative ideas come from that could propel your organization to new heights. What is creating an employee development process worth to your company?
Here are some questions that may be useful as you review your company’s employee development strategy.
- If you had to fill a key leadership position in your company tomorrow, is there someone ready and able to fill the position? Are you confident he/she has the right skills, knowledge, and attitude or are you guessing?
- Does your organization have a published employee development plan?
- Do you or your team of managers have a documented development plan for each employee they manage?
If any of your answers to the questions listed above cause you concern or you just do not know the answer, then perhaps it is time to make employee development a priority. The sustainability and success of your organization depend, on it!
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through leadership development and executive coaching. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: Customer Loyalty, employee loyalty, future leaders, Leadership, leadership succession, OI partners, Succession, sustainability
Posted in Customer Loyalty, Leadership, Succession | No Comments »
August 20th, 2010
If you Google the word entrepreneur, you will find a number of definitions which will include some version of the phrase “a person who organizes, operates, and assumes the risk for a business venture.” Albeit this definition is tactically accurate, I believe the true essence of an entrepreneur is much more. An entrepreneur is an individual who has a dream, a vision, a purpose, and is committed to make it happen!
It all starts with a dream and an intense desire to build something of value. Many people dream about inventing something, seeing the world change based on their efforts, or building a successful business around their craft, talent, or expertise. These dreams are vital to the strength and success of the United States. Over 90% of businesses in the United States are defined as small businesses and employ less than 99 people. Many of these small businesses started with a tiny seed planted by an emerging entrepreneur. What have you dreamt would be your gift to the world? What inspires you the most? What are you naturally (skills, abilities, and gifts) good at? Could your dream become a viable business? What action have you taken?
In addition to the dream, an entrepreneur needs to have a clear and concise vision of what the business will look like. What service or product will it provide and to what customer base? Equally as important as identifying the product or service is identifying the measurable value the product or service will bring to the customers served. Knowing that RAC strives to “be the world class leader in the learning and development field, help organizations develop a competitive edge, improve the quality of lives and create a better today and tomorrow” keeps our company focused on success and growth for the right reasons.
A successful entrepreneur must also have a purpose. Being in business for the sake of being in business, for the sake of making money, or for the sake of “getting out of corporate” is not enough. Purpose fuels the drive necessary to make success happen and to make it meaningful. What are you passionate about? What do you strongly believe in? Are your passions and beliefs being met in your current role, and are you truly satisfied? Be honest with yourself! Now is the time to really identify your purpose and assess whether or not you are settling or thriving. As British author, Rose Tremain said, “Life is not a dress rehearsal.” We only get one shot to fulfill our dreams, vision, and purpose. What is currently standing in the way of you having your own successful business? Given your talents, passions, and values how could you become a viable resource and contribute to others?
80% of people who say they want to be in their own business are daydreaming. Only 20% actually take action and do what is necessary to make it happen. Your level of success is entirely your choice. As Rick Warren, author of The Purpose Driven Life, says “It is every individual’s choice. You can choose to live at a level of survival, a level of success, or a level of significance.” Will your significance be achieved by serving others through your own business? Are you one of the 20% who will actually take action and accomplish success through entrepreneurship?
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: contribution, entrepreneur, Google, Purpose, RAC, Resource Associates Corporation, success, United States
Posted in Entrepreneurial Leadership | No Comments »
August 11th, 2010
There continues to be a great deal of focus on organizational culture and environment. Whether you are focusing on that issue for the first time or whether you are looking at changing or improving an existing culture, it may be wise to remember that, like the long journey which begins with one step, an organizational culture is the cumulative effect of individual attitudes, values, and standards. Changing or improving the culture begins with a focus on the individual.
 How you genuinely feel about yourself, your worth, and the worth of others greatly influences everything you do and the results you achieve. How the people in your organization feel about themselves, their worth, and the worth of others will affect their achievements and the culture of the organization. Goal setting is a process that creates an environment in which people want to succeed and are recognized and rewarded for achievement. Another tool that can positively influence growth is affirmations. An affirmation is a statement that reinforces what you believe to be true. You use affirmations every day, both in thought and conversation. These are often ideas you have taken from some other source—quotations, scripture, and family sayings—which reinforce your values.
Such borrowed expressions only become effective affirmations when they correspond with your value system and internal beliefs. Once accepted and internalized, they lose their borrowed qualities and become part of you. The power of affirmations can be best recognized when we realize that the mind doesn’t know the difference between real and imagined. For example, suppose late at night, you imagine there is a prowler in your home. Are you less frightened than if you knew there was a prowler in your home? Certainly not. You are afraid because you imagine a fearful situation.
The use of affirmations to reinforce growth and improve conditions is an application of the same principle. Through the use of affirmations, you begin to imagine that you possess those qualities and skills that you want to develop more. You begin to visualize yourself acting and behaving in a manner consistent with your goals. As your new image becomes clearer, the behavior is easier. The use of affirmations is also an effective management tool. By affirming certain characteristics and behaviors and helping others to develop affirmations, you can enhance growth and development throughout the organization.
Affirmations should have the following qualities: they should be positive, stated in the first person singular, should be within the realm of capacity to believe, and should be directly related to your goals. Affirmations should also employ the power of spaced repetition. By repeating affirmations over and over, day after day, these positive thoughts begin to affect the subconscious mind and influence behavior. If, at first, affirmations seem difficult to compose and use daily, remember that you are developing a new habit. Once you see and feel the results that follow the repeated use of affirmations, you will want to use the tool with others. Affirmations help use to see others and ourselves not as we are but as we can become.
Create a culture in your organization in which failure is viewed as an opportunity to learn and critical to innovation and discovery. Recognize and reward new ideas, attempts to improve something, and even failure when it results in trying something new or an attempt to improve a process. Encourage innovation and utilize the goal setting process to get people to set stretch goals and brainstorm innovative solutions. It stimulates creativity, broadens options, and produces better decisions by looking at many alternatives and selecting the best.
Goethe said, “Treat people as if they were what they ought to be and help them to become what they’re capable of being.”
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For more information visit http://www.resourceassociatescorp.com/ or contact RAC directly at 800.799.6227.
Tags: affirmations, culture, goal setting, Goethe, Leadership, RAC, Resource Associates Corporation, success
Posted in Leadership | No Comments »
August 6th, 2010
Emotions play an important role in everyday behavior.
 There is no thought, behavior, idea, or attitude that does not have a related emotional counterpart. Often times in the business arena, various forms of emotions are frowned upon. But, the reality is emotions do exist and do impact communications no matter how subtle. As often as it is said emotions do not belong in business, they will always be there. The intent of this information is to alert you to the importance emotions play in our everyday lives, and how a successful leader can create a productive and focused working climate while dealing with the reality of emotions.
As you interact with your staff or team, you begin to build up certain expectations of each other’s behaviors and reactions. In any relationship between two people who have been in continuous interaction over a period of time, certain tolerable limits of emotional communication are established. There are certain ways of saying things which must be slightly altered to fit varying situations. For example, you may not talk to your children the same way you talk to your partner; you may not talk to your superior in the same way that you talk to a team member, and so forth. In some instances, these behavioral responses are simply a matter of courtesy and respect for the other person. In some cases, they stem from a fear of undesirable results.
Constantly avoiding dealing with your feelings can build up a stockpile of pent-up emotions. It can create a festering problem which when it does find expression, exhibits itself in ways that are harmful, hurtful, and destructive to a relationship. This repression and lack of adequate expression is not limited only to negative emotions such as anger but also applies to positive emotions such as love. We must develop a way to widen the tolerable limits of emotional expression, so that the problems associated with restraint and repression are diminished. By understanding human behavior, you will be able to identify emotionally based problems which emerge in the everyday operations of the organization. Effective management demands that you deal with emotions on a rational basis.
The key to managing emotions within your team is the environment. The culture that you create and maintain provides the platform for how you and your team deal with situations when they arise. Throughout most of our lives, we have developed ways to express disappointment, anger, and discontent in somewhat less than honest terms. We have learned, through experience and conditioning, that exhibiting hostility can prove ineffective in solving our problems with others. Instead of confronting situations head on we circumnavigate the stormy waters by using what we have come to believe are more socially acceptable forms of expression. This can be very functional behavior, up to a point, since a continuously abrasive and complaining individual soon finds no one around with whom to become hostile. On the other hand various negative feelings need expression as well. Emotions, if left unexpressed, or if expressed irrationally inhibit progress in improving relationships. Honest, open communication is necessary for a results-oriented working environment. To do so, you must create trust, concern, and a mutual commitment with your people. Some additional ideas when implemented correctly will help create a productive culture.
Create a culture that encourages your staff members to come directly to you and discuss, share, or brainstorm a situation with which they may be dealing. Whether they need an avenue for emotional expression or they are on the receiving end of a distracting situation and want to brainstorm possible solutions, make yourself available.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: climate, emotions, Leadership, Management, negative behavior, Resource Associates Corporation. RAC
Posted in Behavior, Leadership, Management | No Comments »
July 29th, 2010
Valueship is not a new concept. Those who are leading successful companies are doing so because they are practicing valueship.
James L. Heskett, former UPS Foundation Professor of Business Logistics at the Graduate School of Business Administration, Harvey University, and Leonard A. Schlesinger, the George Fisher Baker Jr., Professor of Business Administration, senior associate dean and director of external relations for Harvard Business School, have studied the correlation between leadership, behavior, and organizational performance. They found that leaders of the best-performing organizations defined their jobs as:
- Identifying and constantly communicating commonly held values
- Shaping such values to enhance performance
- Ensuring the capability of people around them, and
- Living the commonly held values
Never before has Valueship been more important than today. Role models, athletes, corporate leaders, and government officials are accused and convicted of crimes both small and large. Our daily entertainment consists of television and video games filled with violence, impropriety, and questionable values. Implicit in all of this is a subtle approval of behavior we then verbally condemn. By our actions or our apathy, we are setting the standards and values or lack of them for our employees, our children, and the next generation. The need for Valueship can be seen in every profession, rank, and industry. The important decisions we make in life and in business should be influenced by values.
Valueship is a process of leading people and organizations with as much focus on doing the right things as doing things right. When people, processes and structure are in alignment with the values, vision, and strategy, the individual and the organization is balanced and the actions of each produce positive results for the other. When people feel as if they are an important part of the organizational whole, are committed to the goals and values of the organization, and see the leaders living these goals and values, they will generally be motivated to do good and even exceptional work. The result is a strategic alignment of resources and true organizational cohesion.
Value-based leadership begins with identifying core values. Core values are the basic principles that we have chosen to guide our actions. Core values define beliefs, standards, and acceptable behavior. Once determined and communicated throughout the organization, they guide and govern the decisions and actions of the individuals and the organization. The core values shape the organizational culture the behavior and the actions of all who are associates with the organization. The core values provide the framework for decisions, priorities, and actions.
Many people have given little more than a passing thought to identifying the values that govern their personal behavior, and even fewer organizations have done so. Instead, they accept the values of others or let situations determine the values. In almost all cases in which values are not clearly defined, good decisions are more difficult to make. Without values, people are easily influenced and decisions are subject to frequent change or compromise. Situational values confuse people and create problems and complexity.
Successful leaders make important decisions based on a set of core values and do the right things for the right reasons. In an organization, personal values may differ. A leader will help everyone focus on common values that will engineer a desire for cooperation and teamwork, without invalidating those personal differences. What are your values? Can you easily and specifically identify them? What about people throughout your organization? Are they committed to the organizational values?
“My firm belief is that values are the buoys in the channel of commerce. During the course of your career, you’ve got to make thousands of decisions. You’ve got to react to what happens every day. But if you can’t tie your decisions back to your core values, you get lost. Totally lost.” James R. Houghton, former chairman and CEO of Corning Incorporated.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through management consulting, strategic planning, leadership development, executive coaching and youth leadership. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: Corning, Harvard, Leadership, people, process, RAC, Resource Associates Corporation, strategic alignment, strategy, UPS, Values, valueship
Posted in Values | No Comments »
July 26th, 2010
He went to war as a Captain and returned as a Private. Afterward, he failed in business. As a lawyer in Springfield he was too impracticable and temperamental to be a success. As he turned to politics, he was defeated for the legislature in 1832. In 1833, he ventured into the business world again, and again he did not succeed. 1834, he was elected to the state legislature. In 1838, he was defeated for Speaker, in 1840, he was defeated for Elector. In 1844, he lost a race for a congressional seat. In 1846, he gained a seat in Congress, only to lose it in 1848. He ran for the Senate in 1854, but lost. In 1856, he ran for Vice President but lost again. In 1858, he ran for the Senate again and again was defeated. In 1860, Abraham Lincoln was elected President of the United States.
Certainly, Lincoln’s life was a bit unusual. Not many of us are born in a log cabin and rise to be the leader of one of the greatest nations in the world. But there are lessons to be learned from Lincoln’s journey to success. The road to outstanding goal achievement is filled with adversity. If you expect your road to success to be a smooth highway, you will be frustrated and disappointed. The journey is a process of trying, failing, adjusting, and choosing to continually move forward. Along the way you will make mistakes, but without mistakes there is never progress.
Often people fear making mistakes, but fear of mistakes inhibits your personal development. Rather than risk making another mistake, you might tend to play it safe. Fear of failure breeds mediocrity and the accomplishment of very little.
If you suffer from a fear of mistakes, you can conquer it by changing your attitude. Recognize that past errors, mistakes, and negative experiences do not inhibit your development. In fact, they contribute to the learning process. Use them as feedback for personal and professional growth. If you make a mistake, admit it, learn from it, adjust your thinking, and redirect the necessary efforts toward your goal. Focus on the positive. Consciously forget the error and dwell upon the successful aspects of the attempt. No one likes to make mistakes, but the fact is everybody does. You can choose to view a mistake either as a failure or as a lesson learned. If you continue to criticize yourself for past errors, you will perpetuate the very behavior you want to change. The moment you change your mindset and stop giving power to past mistakes, you will be released from the power that past mistakes have over you.
Errors are road signs to direct you on your journey to personal success and achievement. They are necessary steps in the learning process, but they are a means not an end. When they have served their purpose for learning, move past them. You are responsible for your own success. Take responsibility for your mistakes and failures and don’t try to shift blame to other people or circumstances. Remember, by taking responsibility in life you will also gain power and influence.
“People are always blaming their circumstances for what they are. I don’t believe in circumstances. The people who get on in the world are the people who get up and look for the circumstances they want and if they can’t find them, make them.” George Bernard Shaw
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: Abraham Lincoln, accomplishment, failure, George Bernard Shaw, learning process, mistakes, RAC, Resource Associates Corporation, success
Posted in Personal Development | No Comments »
July 14th, 2010
Based on the current business environment it really has become an employer’s market.
Employees are much less likely to change roles or companies based on fewer job opportunities and fear of the unknown. Many employees have made the decision that there is more security staying in their current role even if their company made some cutbacks. Employers currently have the upper hand but that won’t last for long. As the business environment continues to achieve positive traction and new opportunities present themselves, disengaged employees will begin looking elsewhere. How many employees in your company have mentally quit and are just waiting for the right opportunity to present itself? We would recommend looking at three important issues: What is employee disengagement costing you today? Can your company afford an exodus of employees when the job market opens up? AND, what can you do to repair the disengagement?
What does employee engagement mean? “Engagement means that the employee is on board with the goals, mission, and values. Engaged employees are ready to serve customers in a manner that exceeds customers’ expectations. An engaged employee is excited about their functional role in the business, and is ready to give extra for the good of the business. An engaged employee has the training and resources to perform their job with pride and excellence.” (Excerpt taken from an unauthored article entitled Are Your Employees Engaged? A Guideline For Business Management)
Having engaged employees within your organization is essential in building a loyal customer base, which ultimately drives successful business results. Without customers there are no results. Therefore, if a percentage of your employee population is disengaged, what is it costing your business? A ‘point of connection’ is created every time your employees interact with a customer. Engaged employees are committed to ensure every ‘point of connection’ exceeds a customer’s expectation. Exceeding customers’ expectations creates loyalty and loyal customers create results. Our research shows that the financial difference between creating loyal customers as opposed to satisfied customers can be as much as an 87% to 99% increase in revenue over the life of a loyal customer. Disengaged employees may not even be helping your organization maintain satisfied customers.
A recent survey conducted by Kelton Research indicated five key areas besides compensation employees are searching for in this employer’s market. The survey asked the question “Aside from compensation, what would motivate you to stay in your current position?”
- 56% said: Being appreciated
- 51% said: A good manager I enjoy working with
- 46% said: Liking and respecting my co-workers
- 46% said: The opportunity to advance my career
- 45% said: The opportunity to learn and develop my skills
Not every solution requires money. Investing time, effort, and energy in your employees will make a significant difference in their level of engagement. Being appreciated and working with a good manager are no cost/low cost solutions that will make a significant impact on business results. Take time to recognize employee contributions, ask for input and ideas, include them in new projects, and be accessible. You may be forced to put out the daily fire but while you are dousing the fire your employees may be slipping away. This will jeopardize your relationships with your customers that your organization cannot afford to lose!
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses improve customer loyalty and eliminate employee disengagement. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Posted in Customer Loyalty, Workforce | No Comments »
July 7th, 2010
 Often when succumbing to frustration, businesses and individuals find success to be a fleeting proposition. There is no question that success is a journey, but it can become a very manageable and measurable journey focused on desired outcomes and results. There is a significant difference between wishing for success and accomplishing success. And, that difference makes all the difference in the world!
Successful businesses and successful people have a long list of attributes that contribute to and foster their accomplishments. However, the objective of this article is to focus on five foundational attributes that apply to both personal as well as business success. Understanding and committing to these five core attributes will definitely propel you to a higher level of success.
Perspective: For the last three summers the Food Network has run the show “Who The Next Food Network Star.” Within the first several weeks of the season the judges inquire as to each contestant’s culinary point of view. What is his/her unique perspective on food, cooking, and the potential audience he/she may be in front of with this individual’s own show? Why would the audience at home want to watch their show and learn these recipes and techniques? Differentiation is critical as with your business and you. What is your business’s unique point of view? How does your business’ perspective differ from the competition? What are your unique set of beliefs to business and your life, and how can YOU capitalize on those?
Conviction: Having a strong belief in yourself and your business goes hand in hand with your unique perspective. On a scale of 1-10 (10 being the highest) rate your belief in yourself and your belief in your business. Are your ratings where you want them to be? If not, why not? What you accomplished yesterday is a great measurement of the success of past decisions. However, your conviction or belief in yourself and in your business is a huge predictor of your future success.
Vision: Where do you want to go? What do you want to become? Why? Just like an organization’s vision your personal vision should be a short, succinct, and an inspiring statement of what you intend to become and achieve at some point in the future. Vision refers intentions that are broad, all-inclusive and forward thinking. It is the image that a business must have of its goals before it sets out to reach them. It describes aspirations for the future, without specifying the means that will be used to achieve those desired ends. Warren Bennis, a noted writer on leadership says: “To choose a direction, an individual (an organization) must have developed a mental image of the possible and desirable future state.”
Experience: Every individual and every business represents a unique set of skills and knowledge. How can you leverage those talents?
Attitude: “The longer I live, the more I realize the impact of attitude on life.” This quote by Charles Swindoll states that attitude is more important than many things. The remarkable thing about attitude is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past, and we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is control our attitude and stay focused. Your attitude is your greatest tool!
Your challenge is to review these five attributes and conduct an honest assessment of where you stand as it relates to your perspective, conviction, vision, experience, and attitude. Are these five attributes propelling you to success, or are they hindering your desired outcome? Based on your answer to the last question what additional steps do you need to take or what do you need do differently? Your outcomes are directly connected to your choices—so choose wisely.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, Attitudes, Bennis, conviction, perspective, RAC, resource associates, results, Swindoll, Vision
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June 30th, 2010
 No matter how well informed you may become, no matter how much knowledge you acquire in your field, it is important to remember that very few have ever accomplished more or gone far in any endeavor without the assistance and cooperation of many people. Leadership, goal achievement, and effective communication are inseparable, and they are all inextricably tied to trust. Valueship provides the values, direction, and strategy that support and guide behaviors.
Open and honest communications are always important, but in times of major change, communication is critical. When people are unsure and insecure and feel as if they don’t know what’s going on rumors and innuendos abound, and blame generally gets placed on management. Not knowing is worse than knowing (even bad news). Take the time to communicate face-to-face if possible, one at a time. This gives you an opportunity to show your concern and respect. It also gives you and them the opportunity to address questions and feelings, as well as discover the best solutions. What and how you communicate is critical.
Communication is the exchange of ideas between two people. It involves more than telling. Effective communication is “connecting.” Effective communication results in understanding and it involves feeling. It is an active two-way process. It is not accurate to think that when we communicate with others, we transfer a precise piece of information from one mind to another. Words in and of themselves do not have explicit meanings that are unaffected by other influences. Instead, people have meaning for them. The meaning that any one person places upon words is influenced by gestures, expressions, intonations, and beliefs.
It is in the sharing of ideas and thoughts and emotions between 2 or more people that communication occurs. Exchanging facts or data is only part of the process. The feelings and emotions that develop during the course of any transaction strongly influence the behavior of those involved, and ultimately the outcome of the conversation. Human behavior is rarely a result of strictly logical and rational thought. Effective communication hinges on our ability to make emotional contact with the listener.
Once you understand the role that emotions play in communication, you can begin to put yourself in the other person’s shoes. This is called empathy, and it is a quality that can be cultivated by developing genuine interest in other people. It is far easier to do this when you are authentic, genuine, and honest.
Empathy is not to be confused with sympathy, nodding your approval, or simply agreeing with another person’s point of view so as to appear understanding. Empathy is recognizing the fact that others are entitled to their beliefs, just as you are, that they have certain needs to satisfy and goals to achieve, just as you do. Communicate with both words and actions that reveal genuine interest in people as individuals and in what they say and feel. They need to know you appreciate their efforts and their accomplishments are recognized. Knowing their needs, you can chart a career path designed to give them what they want and contribute to the overall achievement of the organizational goals. People respond positively to this type of leadership because they realize that they are actually only doing what you sensed they wanted to anyway.
For some reason, many people believe that the ability to speak articulately is an important prerequisite to successful communication. St. Francis of Assisi said that we should “Seek first to understand then to be understood,” It is impossible to find out what someone is thinking or feeling unless we listen to what they are trying to tell us. In valuing others, what others are trying to tell us, we establish value for what we are trying to communicate to them. By valuing others we add value to ourselves.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: communication, empathy, Francis of Assisi, Leadership, RAC, resource associates corp, Resource Associates Corporation, strategy, Values
Posted in Communications, Leadership | No Comments »
June 23rd, 2010
 “Your listeners won’t care how much you know until they know how much you care.” - Anonymous
One fundamental truth about effective communications is that people will not believe what you say if they don’t believe in you. Credibility is the cornerstone of successful communication. To be an effective communicator, you must be believed. To be believed, you must be credible. To be credible, you must be authentic. To be authentic, you must be genuine. You must be you! Accordingly, authenticity is a state of constant evolution. The authentic person is someone who knows who they are, who they want to become, and what their core values are. Authentic people value themselves and give value to others. They are usually confident and open, trusting, trusted, and believable.
Authentic also means genuine and trustworthy, and trust is vital. People trust you when you are honest with them. Honesty is a critical leadership trait. People need to know you have no hidden agendas and that you honor your commitments and promises. Trustworthiness and believability are synonymous. You can’t have one without the other. To communicate persuasively and effectively you must earn trust, and to earn trust, you must be believable. So, how do you do it?
The first step in being more believable is being yourself. By knowing yourself and understanding your own fears, anxieties, goals, and aspirations, you will be able to relate more closely to others. The key to understanding others is self-understanding. People are more inclined to hear and believe someone who is honest and genuine. Belief is acceptance on faith. Some people will believe you on first impression. Others will need more time. They’ll want to get to know you and need to realize promises kept and will want to know that you walk the talk.
Most people learned early in life who should be trusted. Generally it was those people who were easy to understand and read. People who were happy, warm and caring made you feel good, and you trusted them. Others whose competence and confidence in you and gave you confidence to grow, were also people you trusted to help you achieve goals. These are the same qualities you look for today. These are the qualities others look for you to exhibit. Learn to recognize and speak the language of trust. Strength in your voice, confidence and openness in your posture, and genuine interest in your expressions are all qualities you can use to create trust. Use your personal energy, enthusiasm, and facial expressions along with your words. When you coordinate your vocal tone with your words, with your actions, and with visual messages, you are more likely to be trusted and believed. Trust is one of the most basic but most powerful tools for change.
Many will hear everything you do and say. Your words and actions should be consistent to send the message you want to send. Your personal values and beliefs will be evident through your actions and behavior more than by your words. The only way to communicate values is to act in accordance with them. You can write volumes about the right way to treat people or speak about customer focus or cost containment, but if you publicly berate a staff person, or make a customer wait while you finish a personal matter, or blatantly waste supplies, your message will be what your behavior shows, not what your words say. The more congruency there is between your words and your actions the more people will trust you. As Jack Welch said, “Trust is enormously powerful in a corporation. The only way I know to create that kind of trust is by laying out your values and then walking the talk. You’ve got to do what you say you’ll do consistently and over time.”
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: Authenticity, communication, Jack Welch, Leadership, RAC, resource associates, Resource Associates Corporation, trust, Values
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