doug smith training

Why do people make excuses? It does not dismiss their responsibility. It does not solve any problem. It simply delays the next step in the process. As one of my best leaders from my days with Whole Foods, Bruce Green, once said "Nobody cares about your excuses." An excuse is all price and no payoff. Why not let go of the excuse and get busy with the process? -- doug smith  

'It's irksome to get blamed for a problem. That can raise emotions that make solving the problem even more difficult. If we can center ourselves first, breathe, and release the blame, maybe we can see what path to take. We can solve the problem. Getting blamed for a problem we didn't create doesn't prevent us from solving it. Let go of the blame, wherever it came from. -- doug smith   Action Step: The next time you catch yourself blaming anyone for anything, just let go of the blame. 

  As a recovering perfectionist, I've tried to make peace with temporary solutions. I do still want everything to be perfect (and to STAY that way) while also learning that even my best ideas are transitional at best. Things will change. I will change. You will change. Our ideas and solutions will also need to change. If we can stop thinking that solutions are final our problems won't seem so troubling. Because whatever we don't solve NOW can still be solved later.  What do you think? -- doug smith

Change is not a burden. Change is proof of life. -- doug smith

How flexible is your perspective? Once we form a vision of what we think is true, it's so easy to stick with that view. Right or wrong, that view is incomplete. We omit important details. We add our preferences to our references and develop a distinctive mix.  As nice as that feels, it is also constraining. Flexibility allows for flow. Openness questions the certain to detect the incorrect. Perspective flexibility is our friend. It's not always easy to change the way you look at things, but it always helps. -- doug smith

Have you ever danced to a tune you didn't like? Maybe it was at a wedding, or a holiday gathering, or a nightclub, or some other place. Dancing was around you and so you danced.  Dancing is usually a choice. Unless it is against your belief system (as a child I remember people in my family who thought that dancing was a sin) dancing is on the whole more beneficial than difficult.  I used to believe that I was a good dancer -- until my partner broke up with me and I discovered that SHE was the good dancer, so good that she makes anyone she dances with look like a better dancer (even me). And yet, still I dance. I remember the celebration dinner for a project that I worked on when the president of the company joined the rest of us on the dance floor to do a fun line dance. I'll admit, he danced better than me. For one of the programs that I teach I offer the participants the opportunity to dance in a brief virtual dance party. Some people do (and seem to enjoy it) and some people

Be kind, even when it's hard. Even when the way escapes you at first. If you can't think of a fast way to be kind, a slow way will do just fine. The point is to act with kindness. -- doug smith  

Thinking the best leaves less room for the rest. I'm a fan of unconditional positive regard. I can assume that people are doing the wrong thing on purpose when I don't like what they do, but it doesn't change what they did and it's not likely to make things any better.  When I assume that people are doing they best they know how to do it's much easier to correct mistakes. Fix the process, not the person. Change the behavior, not the intention. People intend to do good things -- they just sometimes get confused. -- doug smith  

Successful supervisors keep their attitude clearly and constantly positive. Leave no doubt what you care about. -- doug smith  

Everything is work in progress. What will you improve today? -- doug smith  

Your products will prosper when people are your priority. -- doug smith  

A deadline given to you by someone else is their deadline, not yours. Agreement is everything. -- doug smith  

Give your customers what you promised, and fix it when you don't. -- doug smith  

 When we are frustrated it is tempting to say "no." When customers are unreasonable it is oh so easy to say "no." As a high performance leader and as someone who learns to balance clarity, courage, creativity, and compassion, you'll hold off on that "no" long enough to consider a useful "yes." A yes that will please your customer and you as well. A yes that builds a relationship bridge instead of constructing a negative wall of "no". Sometimes, instead of saying "no" we need to say what it would take for us to say "yes". You can always say "no" later if you need to. Keep that "yes" ready, though, and it will likely work out for the best. -- doug smith

How do get your staff to provide the best possible service? It is complicated and yet also simple. Here's a good place to start. Hire people who like people and you won't need to beg them to serve. It's already what they do. -- doug smith

Does it ever feel like bad behavior is constantly rewarded? Maybe that's because in the short term, people can get away with behaving poorly and even seem to prosper. Justice is sometimes slow to react. Bold aggression bowls over good taste time and time again. It's not permanent. It won't last forever. Whether or not you believe in or call it some kind of karma, justice will find a way to even out aggression and malice. I choose to believe that integrity is not only important -- to do the right thing -- it is also inevitable. If you act with integrity, you will eventually enjoy the equity it brings. If you don't believe in integrity, that doesn't mean that it doesn't exist, but it does mean that you may take longer to experience it. Unless you believe that integrity wins, it's hard to have any integrity. But all that means is that lacking integrity will mean lacking justice, too. Let's do the right thing. Let's treat people fairly. Let's enjoy t

Is everything a negotiation? Can you make an offer without holding it so close that it locks you in? If everything is a negotiation, then nothing should offend. Make a better offer. -- doug smith

The problem with trying to control someone is the inevitable rebellion that it sparks. Go for influence, not control. -- doug smith 

How do you feel about what change does to the past?  Or, not even the past, how about the present? So often it feels like we trash what is in favor of what could be. While change IS inevitable and necessary, it is NOT necessary to create bitterness and resentment in the process. What was got us to where we are and now that it's time to move on (because it is ALWAYS time to move on) we can take what was wonderful and leave the rest. We can honor the past without living there.  Renewal does not need to mean rejection. Go for the new, yes -- while remaining grateful for whatever got us where we are. We've done much recently to destroy tradition. Maybe we could explore what makes some of that tradition worth holding onto. What do you think? -- doug smith  

It's tempting. It's right in front of you as a leader. Someone violates your trust, or misses a goal, or fails to respond to the promise of a reward, and the logical action seems to be to punish them in some way. Take away a perk. Deny a personal day off. Refuse a good assignment. Be careful. Every punishment brings about unexpected payback. Maybe it's immediate or maybe it comes months (even years!) down the road -- but payback is coming. It could be assertive, even aggressive -- or it could be so passive aggressive that you fail to see it coming. Oh, but it's coming. You may not like that payback. You may want to consider another path. What do you think? -- doug smith 

What is your most powerful gift? What is that thing that you rely on the most, that people find most compelling about you, that sets you apart from others? Everyone is a customer for your most important gift. Are you giving it freely? -- doug smith  

Do you team members see you interact with customers? Do you see them? Your team's treatment of customers is a reflection of your treatment of your team.   Treat your team well, and your customers will benefit. -- doug smith

Did your most recent rude customer ruin your day? It doesn't have to be that way. Customers these days ARE tougher than ever. Their highly emotional outbursts can impact any attempts to provide good service. As a result, poorly behaved customers often get WORSE service than they would have otherwise. When I managed a customer service shop I often told my team members, "you may have to tolerate occasional rudeness sparked by emotions, but you  NEVER have to tolerate abuse." End the conversation, politely, and decisively. Suggest a better time to talk, when things have calmed down. Service does not require surrender. We're people, too. -- doug smith  

The first cause you find to a problem is probably not the last cause or even the main cause. Keep digging. -- doug smith  

Doesn't manipulation feel icky? If your inner radar works at all it goes all tingling in full tilt alarm when someone tries to force you into doing something, or tries to trick you into an action you don't want. Walk away from those who seek to win over you, and walk toward those who seek to win you over. -- doug smith 

All things being equal, things are never equal. -- doug smith  

If working on your goal doesn't bring you joy, how will achieving it ever make you happy? The work may be tough but if the nature of the work allows you to feel happiness, joy, or pride, you'll more likely stick with it. If it disconnects you from your authentic self, wherever it leads is probably the wrong place for you. Choose goals that bring you joy, even when the work is hard. You've got to work hard anyway, right? -- doug smith  

Have you ever had a problem that seemed to be propelled by people's personalities? When it's hard to get along our problems can linger on. Here's what I do: take a breath, take nothing personally, and take charge of taking the next step. What would you do? It's possible to be wrong about the personalities involved in a problem AND it's also possible to be wrong about the problem, and when we're wrong about both we only complicate the problem. Take a breath -- maybe we're jumping to conclusions or distorting what we see. Take nothing personally -- even if it's your problem taking it personally will only complicate the issue. Take charge -- that problem won't go away on its own and that personality won't be any more friendly unless you build the rapport.  A centered problem solver detaches the problem from the personalities. -- doug smith 

Leaders do need a vision, a focus on where to go next, and they also need the pragmatic determination to get the work done now. Look ahead, but live right here. Your goal may loom ahead, while the work is right in front of you. -- doug smith  

Discipline gives us the power to do what we want to do -- and that comes from developing discipline by doing work we don't want to do... That might sound like a paradox but it's more like a matched pair. I'm not saying that we should do a lot of work that we don't like, but rather that sometimes within the work that we choose are tasks that we would not have chosen. Those necessary but unappealing tasks give us the opportunity to persist -- to stick to our goals because of and sometimes in spite of the details. Discipline. You can live without it, but you probably won't achieve your goals that way. -- doug smith

My late friend and fraternity brother, Jim Aker, a man of serious intellect and even more serious opinions, was an avid fisher. One time in Colorado, he was fishing with a mutual friend and confounded her with the concept of "catch and release." "If you catch it after all this work, shouldn't you keep it?" she asked. Jim just smiled. Nah, he probably had a lot to say about it. Achieving your goals is not fishing, and it certainly is not "catch and release" fishing but let's face it, sometimes you have to let go of a goal that's getting you nowhere. Pretending a goal matters is ending any chance that you'll achieve it. Make the goal important enough that you will apply the discipline you'll need to achieve it -- or let it go. -- doug smith  

How important is commitment to you? When someone tells you that they will do something, are you fine with a casual "maybe they will, maybe they won't" or are you looking for a true commitment? It's not always easy to find these days and yet it is more valuable than ever: commitment. If you want high performance results it takes commitment. If you want quality service for your customers it takes commitment. When there is an easy way out, people will find it unless they are committed to excellence. Everything is optional until you commit. -- doug smith  

  Have you ever found yourself in a light-hearted conversation and realized that it was becoming profound? Maybe you came up with new ideas. Maybe you collaborated on solving a problem. Talking can lead to great things. Casual conversations create connections that lead to better results. We simply work better when we get along. We don't need to agree - but we do need to connect. -- doug smith

  Quality of thinking is the core of control. Control your thoughts and you can control your words. Control your words and you can control your actions. Control your actions and you can control your results. It all starts with the quality of your thinking. -- doug smith

Get started and keep going.  Patience paired with persistency provides great power. -- doug smith  

We do have time for mistakes. We don't have time to ignore them. -- doug smith  

Great coaches check the score for cheating -- not to accuse but to develop discipline.  Remember, if you're willing to win at any costs the cost is too high. Great coaches develop more than performance because character is even more important than results. -- doug smith

Leaders need courage. They also need compassion. We can use our compassion to balance our courage, and use our courage to increase our compassion. Compassion is so vital we must never give up on it. No matter how angry we are, no matter how disappointed we feel, no matter how high the stakes -- stay with compassion. If it cannot be done with compassion, it should not be done. -- doug smith 

How do you feel about rules that are imposed on you? A new procedure, a different process, some change that feels awkward and unwelcome? Most people hate that sort of thing. That means that when we as leaders seek to make a change it's worth considering how many voices we've allowed into the conversation. Do people feel included? Are they likely to approve of some new restriction? It's harder to follow rules that you didn't approve. The best way to influence that challenge is to give people a voice, and, then listen. -- doug smith 

You don't need excuses as much as you do courage. In those moments when you're not sure if you should do what you're about to do because it just doesn't feel right -- maybe it seems to collide with one of your values -- what if you used that pause, that hesitation, to think it thru? There's always a catch if your values don't match. Something will always give. If it's one of your values that has to give, how will you feel about that later? -- doug smith  

Whatever the reason is for telling a lie, it's not a good reason. A noble purpose never justifies telling lies. For now, and forever, tell the truth. -- doug smith  

There are two sides to every challenge: the challenge itself, and the fear of missing. What if you fail? What if the challenge overcomes you? What if you're not enough? The challenge is enough! We don't need to add the fear of that challenge, too. Maybe it will propel you forward, or maybe it will slow you down -- either way the fear is a choice. Stay with the challenge. Stay with the effort and the work and the focus. Persistence pays off when fear is your foe. Your persistence will win. -- doug smith  

It hurts to feel that you're not good enough. Doubts creep in and sting with a discouraging pain. But what if there's another way to process it? Not good enough, as bad as it feels, is always true, isn't it? We can always be better. We should constantly improve. And sometimes, in that process, we can realize that good enough -- for now -- may be good enough. Until we make it better. Let's enjoy the moment, and breathe, and then focus on making it better. -- doug smith  

If it feels like you need magic or miracles to achieve your goals, forget about magic and miracles and double down on work and discipline. If you're not there yet, keep going! -- doug smith  

Your best chance for success is to do what you do best. -- doug smith  

Sometimes a normally great performers gets in a slump, like an athlete who can't find their flow. Whatever the job, it's possible to get in your flow and it's possible to fall out of your flow. The flow is the place where you do your best work, where the conditions that create your own personal space for success propel your performance forward. When our team members fall out of their flow (maybe they've got an emotional challenge, maybe their favorite piece of equipment is malfunctioning, maybe more problems than usual are bombarding them...) we can help.  By coaching constantly we can recognize each team member's flow AND recognize when they are out of their strength and into trouble.  Coaches don't fix people but they can help them find their flow. Who needs your help at finding their flow? What feedback can you share that will help them get it back? -- doug smith  More On Flow Distinctive to each person, although you may observe similarities Requires the righ

Find your flow -- the conditions and mood when you are at your absolute best, and you've found ultimate control.  Your flow could change. You will continue to learn and to grow. Why not accelerate that learning? Start where you already flow, and go! -- doug smith

How much coaching do you do? Coaching others comes with many benefits, including one that is easily forgotten and yet oh so helpful. Do you know what that is? In addition to helping someone improve their performance, building a better relationship with them, and gaining more understanding of that person, here's another spectacular benefit from coaching: The more you coach others the ore you learn about yourself. You might not LIKE everything that you learn about yourself (in fact, if you DO I'd say you might not be paying attention!) but you will continue to learn.  Open up the possibilities, for others AND for yourself. Coach. -- doug smith

A great coach helps you discover how much better you can perform. -- doug smith 

There's more to the score than winning. There is discovering, and perhaps proving your potential.  There is  making adjustments and pivoting. And, maybe most of all, there is learning. Keep score when it's required. But use the score, don't let the score use you. -- doug smith

Leaders gain strength by challenging injustice. -- doug smith  

Do you keep score on yourself?  When you set a goal, do you record your progress? How do you know when you're doing a great job? Track your results if you want to improve them. It works. -- doug smity  

Have you ever pushed a car in order to get it started? Back in the day, that was a regular occurrence, especially when I drove old beater-type cars.  I had a volkswagen van once that I had to park on a hill so that it would be easy enough to start in the morning -- giving it a push downhill is so much easier. It's always harder to put a standing object in motion. Even as leaders we can get stuck and find it hard to start. Push. Give yourself a boost. Make that push to get started and momentum will be your friend. Once you're moving the rest is much, much easier. -- doug smith  

Conflict is not always bad. Sometimes it is necessary. We do get to choose how we approach it. Do we treat the opposition respectfully? Do we include dignity and opportunity as we negotiate? Even when we are uncomfortable with conflict (which is most of the time for many of us) it is only thru conflict that we can resolve issues of inequity. Peace is an excellent first choice, but not always available. Completely avoiding conflict could lead to complete surrender. Don't surrender. Negotiate. -- doug smith 

  Find the story and you can find the meaning. Find the meaning and the work gets easier. What's your story? -- doug smith

  Do you have any promises with yourself? Maybe a promise about a goal?  Sometimes I have let go of a promise and then picked it up again much later. If it ever appealed to me, there's probably still some energy there. How about you? Keep the promises alive by making progress every day. I'm working on it. How about you? -- doug smith

An outlandish, moon-shot goal means the most when it leads to dozens of small achievable goals. -- doug smith  

  A proper goal prevents wasted time. We don't have time to pursue meaningless goals. What matters most needs most of our time. Take a look at your list of goals. Prioritize the top three. The rest will matter most when the top three are done. -- doug smith

What we are grateful for stays, what we take for granted goes away. What are you grateful for today? If the list is long, there's something also to be grateful for. If the list is short, consider it more. Gratitude blesses our blessings and keeps them flowing. -- doug smith  

Ever have any days of low self-esteem? Times when your opinion of yourself was less than positive? I sure have. I don't mean a healthy amount of skeptical inquiry or proof seeking thoughts -- I mean low self-esteem that can ruin a day. Let's get out of that business! Instead, let's lift our days forward with optimism. We can be positive without being Pollyanna.  You matter! You belong! You rock! You wouldn't be you without you. Do you see how important you are? -- doug smith  

It is a question of baseline or the place that you begin. From your baseline you can decide and even balance what you think next which leads to what you do next. We all begin with some baseline. Where is your baseline? Do you begin by thinking positive, negative, or neutral when you encounter something or someone new? When the choice of interpretation is up to me, I pick positive. It's a personally positive prerogative, and enhances my chances of enjoying the ride. It's up to you? Where do you want to go? -- doug smith  

How much do you practice the skill that is most important to your success? We do best what we do most. Practice. It's the best way (maybe the only way) to get better. You name the skill -- communication, leadership, problem solving, managing conflict, playing music, running, swimming, singing, dancing, acting...practice is the key. -- doug smith 

Can you tell a hard truth and still be polite? Absolutely! We can disagree with respect. We can remain civil. We can demonstrate professionalism even under pressure. Nothing should ever prevent a true professional from being polite. -- doug smith  

Things work out when we work out -- exercise every gift you've got.  Here are three gifts we could do more of and be better off for doing it: Listen, Love, and Learn. Listen more to what people say. Listen more to hear real meaning, real life, real emotions. Love more as a first reaction, even when it's rough. Love our work more, love our family more, love our chances to love even more. And, Learn more each day on how to be better. Better leaders, better people, better communicators. What do you think? -- doug smith  

  Have you ever had a customer who you just could not please? Whether the demands are too great or the attitude is too tight, something just isn't right. The best we can do is the best we can do. Certainly, do no less, but sometimes we can not do more. Anyone who expects you to destroy yourself by serving them needs more help than you can offer. -- doug smith

Whether you serve out of humility, or duty, or trust, or dedication, or compassion, or pay -- your service will also serve you.  Start by serving others and the benefits to you become unlimited. -- doug smith

It's important to provide the best possible service to our customers. If that takes extra effort, it's well worth it in the good will that develops. If the customer feels good about the service, the organization is much more likely to prosper. And -- even better -- when your customers are happy it makes it easier for you to be happy, too. Service to others serves us the best. -- doug smith  

It's easier to face the future if you embrace the present with a smile. "Is that your answer to everything? Smile?" "Nah -- but it serves me better than frowning." "What if you don't know whether to smile or cry?" "Even a curious smile is better than no smile at all...smile? Yes!"  The more you make yourself smile, the more you will need to because there will be more to smile about -- smiles will start coming more often on their own. People will smile back. The smiles will multiply. It's harder to be mad at someone who likes you enough to smile for you, to smile toward you, to smile with you. Smile! -- doug smith

For a long time now, for many products, it's been a race to the bottom. Offer the basic thing at the lowest price and capture as much market share as you can. As customers, we've gone along with this because we do love low prices. And, it's deceptive because it feels as if many things CAN costs less without sacrificing quality. Cheap TVs are still good. Even cheap cars are better than cars of yesteryear.  But it doesn't hold up for everything -- especially anything involving human interaction, and anything involving customer service. When we reduce staffing to the bare minimums and when we allow robots to answer our questions we are pushing the quality down. Sometimes, better service and higher quality products simply cost more to produce. If we allow the lowest price items to prevail on everything, everything will end up lower in quality.  If we keep rewarding the cheapest price we'll keep creating the cheapest life.  I don't think that's what we want. How

If the rules are not fair for everyone, they will be broken. You shouldn't be surprised, though -- you should make the rules fair. -- doug smith  

  When you catch someone in a lie, how quickly do you trust them again? What if they'd lied to you before, maybe even many times? How much would you trust them then? Trust requires truth. To be trusted you must tell the truth. Not everyone will comply, but if you do -- if you always tell the truth -- you will be greatly trusted. -- doug smith

It's frustrating to solve a problem only to have it re-appear. And, even if it doesn't re-appear it seems like another problem quickly pops up. Problems don't stay solved so we must keep solving. And so...keep solving. -- doug smith  

How creative are you? How about your team. One of the best, most useful skills that I ever studied is improv. Well known as a method of live theater and comedy, improv also serves in navigating business and life. It builds resilience. It helps you think on your feet. It makes you fearless under stress (well, almost fearless...) When we learn to improvise we dramatically increase and improve our possibilities -- not just in improv, but also in everything we do. -- doug smith NOTES: Pictured: Child's Play Touring Theatre, with Doug (as the rooster) Victor Podagrosi (as the Chicken Farmer), June Podagrosi (as the chicken) and Martha Murphy-Smith. We had lots of fun and certainly made good use of our improv skills, performing stories, plays and poems by children.