Coaching to Success

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Team Building

Do you listen, ‘Truly’ listen to what the other person is saying?

You may have come across a book called “The 7 Habits of Highly Effective People” by the recently deceased Stephen Covey, if not, it’s a good book for those wishing to become truly effective

Out of the 7 habits, one of my personal favourites is #5 “First Seek to Understand, THEN to be understood” and this is what this week’s feature is about.

In the early days of sales and retail, I soon learned that your sales would improve once you started to LISTEN to clients’ needs and NOT what I had to sell. Whether it was a ‘Deal of the week’ item or not, if it fitted their needs, great, they got double satisfaction but first and foremost the art of Listening was paramount to a successful sale.

As a coach, this is a skillset which has been enhanced to insure I hear what isn’t being said as well as what, on the surface is! From here, further incisive questions are asked, then more listening is required to reach a specific objective for clients to obtain their goals.

So how can we improve our listening skills both at work and home to help others and, in turn, ourselves as a result of this? First, look at the following questions and respond honestly with as many answers you believe relevant against each one.

How effective are my Listening Skills?

  1. When listening to someone, I’m likely to:
  2. I interrupt people when:
  3. If I had to choose between speaking and listening, I’d chose to …… because:
  4. Listening comes easy to me when:
  5. When people express their emotions, I feel:
  6. If I can’t have my say, I feel:
  7. I find it easy to listen to people when:
  8. I become easily distracted when listening if:
  9. People I tend to find it difficult to listen to include:
  10. The best listener I know is …… because:

Now review what you have learned about yourself as a listener and list these out.

Once accomplished, complete the following statements:

  1. I know I actively listen well when:
  2. Habits I find irritating in a person speaking comprise of:
  3. To become even more effective at listening, I need to:

With a clearer understanding of your own foibles and strengths, write down what you will work on to improve your skillset.

How often have you started a conversation about something that has happened to you and before you even finish what you’re saying, another party has taken over the story with their own examples? We are all guilty of having what others say trigger our episodic memory but some of us learn that this conversation is not about Our needs but actually to ‘Listen’, in full to the other party.

So once you have mastered the skill of listening, the next step is to quell the desire to re-iterate our own examples into the situation unless it will be ‘truly’ beneficial to the other party.

If you are finding that there doesn’t appear to be anyone around to really listen to your concerns, ideas or plans or feel that an external person to your current situation who will ‘Listen’, truly listen to what you have to say, please contact the author, Neil on 07761 187238 or email neil@coachingtosuccess.co.uk and if you’re online, have a look at his interview video at https://youtu.be/RvCwOL4hPco where you’ll be assured a warm welcome to discuss how we can help.

Business challenges … which of these do you recognise?

It’s been a hard few years with many businesses rising from the ashes of the 2008 crash. From lack of jobs or redundancies, from renting to having a new home choosing different types of paint finishes, new and fresh companies are still being formed and for these as well as existing companies that forged through the hardships like availing online personal loans for bad credit, a larger challenge is still being undertaken in as much as maintaining the business like having a Trauma rehab center, and etc.

I have found the following 3 attributes the hardest to manage so thought I would share my findings!

FINANCIAL MANAGEMENT

‘Cash is King’ and Cash Flow is critical. As business starts to pick up, well managed cash flow is tantamount for success. If not already established, get on board with an accountant who can help with bookkeeping and all other aspects of financial control.

It’s not simply about money coming in and going out, seek advice and in the early days, if managing your accounts yourself, seek areas you can improve and as you grow, concentrate on what you do best and hand over this side of the business to someone else.

EXHAUSTION

The pressure to succeed, the variety of tasks and hours put in can eventually wear down the fittest of individuals when trying to start a business! Even when the business is successful, still those hours are ploughed in … but there can be a breaking point.

So look to take time out. Share this with Family or Friends, take positive breaks away from work and refrain from checking in … make it a break! Fatigue takes its toll and can lead to impulsive decisions that may affect both the business and people therein, so rest is essential!

I’ll often go for a walk during a lunch time to get a mental break from what I’m working on, giving me a physical activity which also stimulates positive endorphins that exercise releases.

Yes, the hours need to be put in at the formation but as it picks up, offset some of the rewards to other avenues such as bookkeeping, telemarketing, admin work on a temporary basis to begin but take time out. This is vital for the continuation, without replenishment of air in car tyres, the car will eventually come to a halt probably due to a crash!

EGGS & BASKETS

We start off, get a great client, then really focus on insuring we look after them well. Consequently both theirs and our business’ expand and all is well! As they grow there’s a chance they may move to someone else, so, now what?

I’ve seen this happen frequently throughout my career. Diversity is key to success and growth. I understand how difficult it is especially when you feel committed to this wonderful client/customer who not only pays well but on time too!

So continue to expand your client portfolio. Look to consider where potential new bloodlines can be created from. What are your Unique Selling Points to attract new clients/customers? As before, get someone in to help, maybe a marketing company but always look for the next potential!

 

Coaching to success help businesses and individuals to think logically, pragmatically and laterally when it comes to finding the best way of moving forward and retaining both the mental and physical energy to see it through. If you or any members of your team are showing any of the above traits, contact Neil on 07761 187238 or email neil@coachingtosuccess.co.uk and if you’re online, have a look at his interview video at https://youtu.be/RvCwOL4hPco

 

How can we make decision easier?

Some decisions are easily made, others have many connotations due to complexity of people involved, too many options or the need but not necessarily the ‘want’ when it comes to having to make a decision.

Decision making is primarily based around problem solving so now you are considering two elements. If you look at your daily routine, you’ll find you are constantly making, just not really acknowledging it as it becomes routine.

However, once we drift from familiarity, we encounter uncertainty where the decision you make may have a major impact on life, business or other people.

I believe we’re all capable of making decisions once we develop complete confidence in our abilities. So, to help that process, consider the following ‘5 point implementation plan’ next time you have that unfamiliar but all important decision to make.

Positive Environment

Look to what the benefits will be as a result of making that decision. Where there are others involved in the process, encourage the positive features and also their contribution.

Get the facts first

All too often I see people trying to make decisions simply based on apparently saving money (upfront costs at least).

Gain all the facts first. For example, if choosing between suppliers, compare hidden charges, perhaps an annual rebate structure or how reliable are they? I once lost a 500m2 order for plasterboard to a rival company because they were 1p/m2 cheaper. I later discovered they had turned up 3hrs later with 6 guys on site waiting! That was a payment of 18hrs skilled labour for a saving of £5! You do the maths.

Check out the options

Insure you have looked at all the alternatives whether it be a product, a service or a process. Explore what alternatives there are by using those around you.

From here consider implications of each along with risks and practicality … insure the solution matches the objective and funds can match both.

Select the best

If the answer is still vague with each option having its benefits, create a ‘decision matrix’. A simple tool that removes the emotional attachment of decision making. Draw a matrix with options going from top to bottom down the right side. Along the top from left to right, the criteria required to be met. Along each option, give a rating from 0 to 10 under each criteria and on the far right, total up.

Whichever scores the highest will prove to be the best overall option.

Once done … walk away and do nothing! Return a day later to re-examine or, if an urgent decision is required, still walk away for a short while and return with fresh eyes to re-evaluate what has been decided.

Announce and proceed

Put on your inspirational hat and go out there to inform all those who will be affected by this new decision.

If there is a team of people involved, encourage them to participate, giving them elements to control and be responsible for. Insure they know how important they are to the overall success of this decision, give them ownership.

Coaching to Success’ director, Neil Nutburn, welcomes your enquiries if you are considering change but unsure the best way of moving yourself or your business forward. Darwin wrote “It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change”. So for those who endorse the evolution of moving forward by making decisions, contact Neil on 07761 187238 or email neil@coachingtosuccess.co.uk.

To employ, Or not to employ … That is the question

Things are starting to look up and business is moving forward. Time to expand … hang on though! That involves recruitment! How do we know we’ll get the right person(s)?

Swiftly we go from a positive outlook to uncertainty, questioning if it’s the right thing to do! And that step forward becomes less attractive! Has this raised questions within your own company I wonder?

We’re not recruiters but what we do know is people are your biggest investment and, as importantly, your biggest asset so what happens when you take the plunge and bring them on board?

When employed you might expect them to be up and running straight away and forget it takes some a little longer to settle in!

If, they simply don’t seem to understand WHAT you’re telling them, this might be because of HOW you’re telling them!

Consider the following 7 Learning traits that we all fall into. See what your preferred style is and then how you go about understanding those coming on board thus helping/teaching the new recruit(s) according to ‘their’ thinking. Stephen Covey’s habit #5 depicts “Seek first to understand… Then to be understood”, master this and you will lead the way to communicating with those important assets.

VISUAL (SEEING):

  • Prefer colour, layout, and spatial organisation in your relationship with ‘Visual’ words in your dialect (eg not just “It was large” but “It was as big as a hot-air balloon”).
  • Use images, pictures and other visual media with colour highlighting major/minor associations.

AURAL (HEARING):

  • Use sound to provide a background aiding visualisations.
  • When creating reminders, make the most of rhythm and rhyme. Set them to create a jingle.

VERBAL (LINGUISTIC):

  • Use role-playing to teach verbal exchanges such as negotiations sales or cold calls.
  • Record your teachings and use it later for reviews.
  • When you read content aloud, make it dramatic and varied.

KINESTHETIC (FEELING-TACTILE-PHYSICAL)

  • Introduce writing and drawing of diagrams in your teaching.
  • Use physical objects as much as possible.
  • Describe the physical feelings of your actions.

LOGICAL (MATHEMATICS)

  • They may find it challenging to change existing behaviours or habits.
  • Create systems thinking to help understanding the bigger picture.
  • Create and use lists by extracting key points from the teaching material.

SOCIAL (INTERPERSONAL):

  • Sharing key information with others in groups aiding understanding by exploring all variations on a theme.
  • Ask they share ideas and present to other people.
  • Introduce role-playing.

SOLITARY (INTERNAL-EMOTIONAL):

  • Self-study and solitude learning is preferred.
  • Modelling is a powerful technique to help them associate themselves internally with others.
  • Align objectives/goals with their beliefs and values.

The most important thing is to understand that we are not all the same and people aren’t being awkward or belligerent, it’s just that they may not ‘see’ things the same way as you (oops! That’s just given away my thinking style! Did you spot it?).

Coaching to Success use a myriad of tools to help get messages across to employees through their workshops and one-to-one sessions, should you be in a position to undergo employing new members of staff, contact Neil on 07761 187238 or email neil@coachingtosuccess.co.uk for an informal conversation to see how we can help increase the productivity of new staff or other matters concerning business development.

 

 

 

 

How to achieve the best from appraisals

As is the nature of what I do, ie ask a lot of questions to gain clarity of thought and direction, it wasn’t surprising when I was recently asked to help a client with appraisals.

This brought about a shudder running down my spine remembering days where the big boss would hold appraisals. Or rather, interrogation, where you felt placed in beaming spotlights, asked a myriad of questions extracted from some manual that bore no resemblance to what you actually did.

Bombardment of questions with answers not even considered. A one way conversation on how you need to improve is not, I know this will be hard to believe for some, the correct way to hold an appraisal!

Remove the shackles of normality, re-look at what the appraisal should be about. This is a joint venture for all to develop better ways to harmonise the workforce. Dare I say, ways for the company/manager to also improve as a result of observations from the staff! Now there’s a thought.

Fine tune your LISTENING skills too. Avoid the ‘Why’ question (justification) and ask questions that open with What, Where, How, Who, When (exploratory), eg ‘What would the reason for this be’.

Prepare a report of the appraisee.

  • List training needs and discuss.
  • Note both what organisation and the appraise needs to do.
  • Look back – how well has the appraisee performed against set actions
  • How could they have done better?
  • Look objectively, not emotionally. Work off ‘evidence’ based aspects.
  • What hurdles did the company put in their way as well as what they put themselves
  • Look forward – what achievements are you looking for over the next 6mth/yr
  • How will you assist them in reaching their objectives?
  • Draft a report within 3 working days, both sign and conclude the process within 5 days

Art of listening

  • Show the appraisee that you are listening – look at them
  • Listen to what they DON’T say – look for avoidance around issues
  • STOP TALKING! – once asked, let the appraise answer. If there’s a pause, allow them time to process what they are thinking about.

Conducting

  • Review appraisee’s documents (ie time keeping, job description, client/customer feedback etc)
  • Allow at least half as much time again as anticipated to carry out the appraisal
  • Highlight success and initiatives taken.
  • Question how failings could be handled better (without reprimanding!)

Feedback

  • All evidence based. NOT around personality or assumed motives
  • Provide examples and not generalisation of observed behaviours
  • Ask appraisee to describe their thoughts and feelings about the impact that an identified behaviour will have (ask rather than tell)
  • As Stephen R. Covey stated “First seek to understand, then to be understood”. Use this philosophy throughout the questioning in the appraisal. Both will get so much more from it

Before any meeting, create questions under headings such as Job & Expectations, Supervisory, Fulfilment & Morale, Continued Personal Development (CPD), Teamwork, Equality & Impartiality, Communication, Organisation’s Overview, Clients/Customers so you gain a broad spectrum of understanding and this can then be analysed to create further questions at the one-to-one meetings.

If you wish to go through the process of Appraisals and want to get the best out of managing them or help running them, contact Coaching to Success’ Neil Nutburn, email neil@coachingtosuccess.co.uk or call 07761 187238 to set up discussions. We also have 60 incisive questions based on the above headings too.

Coaching to success is all about creating successful businesses, firms and organisations. We’re here to insure you succeed.