Courage Continuum

Small acts of courage lead to big acts of courage.

It starts out tough and stays tough yet one courageous act leads to an even more courageous act, just like building a muscle.

What courageous thing will you do this week?

-- doug smith

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Too Much Advice?

What happens with unsolicited advice? Probably nothing. If you didn't ask for a piece of advice, why would you take it? Well, then what happens to advice that you do ask for? Isn't that a whole different matter? Different, yes, and yet often the outcome is the same: advice given and then ignored. It's easy to give advice because we all have opinions on everything, even stuff we don't know anything about. Taking advice is harder because A) the advice we get is often wrong, B) the advice we get is usually hard, and C) the advice we get often doesn't work. As someone who is sometimes paid to give advice I've had to learn the primary consultant's rule of advice giving: first ask the questions and then let the client determine the best advice. It takes longer. It can take much longer. It's not immediately satisfying, but it works much better. I'm working on slowing down my approach to giving advice and yet I still go too fast sometimes. How about you? He...

Uncover the Needs

Customers are human. They may have needs that they don't understand. When we provide unselfish service we just might uncover those customer needs. -- doug smith

Tried That?

Ever work on a problem so long that you've got a half of a dozen solutions buzzing around like bees near a flower? What if those bees are really wasps? What if the value of your solutions is less than the lessons of the problem? Yikes! We can't solve a problem until we let go of the solutions that don't work. To get started, let go. -- doug smith

Agenda Reveals Character

You can tell much about someone by what they plan to do. You might learn all you need to know about someone by their plan, their strategy, their approach to communicating (or not communicating). Agenda is revealing. Agenda reveals character. Read the signals. No amount of accommodation will change a person's character. Maybe start with the agenda, and if you can't get that to an acceptable plan, read the signals. -- doug smith

Four Useful Words

Judge less, listen more. It's not complicated but it's not easy, either. If you work as a judge then go ahead and judge. As for the rest of us, listening works better and longer. -- doug smith

Communication Flexibility

Have you considered flexibility in communication? I thought about this yesterday when my first impulse as a response to something that someone said to me was to share my own experience, my own advice, my own perspective. But I didn't do that. It would have been easy, but it would have been wrong from an emotional standpoint. The other person hadn't asked for my advice. If she did, I was ready. The advice, the point of view, was all ready to go. But she didn't so I simply listened. Quiet can communicate so much. Staying flexible in the moment, knowing the options and then selecting the most compassionate, caring, useful response greatly improves communication. Conversations can be dances where we don't step on each other's feet. Conversations can be fluid, flexible, light, and still substantive. Flexible. Even when I am absolutely sure that I know the answer... There is always more than one answer. -- doug smith

Bright Spots

We need to know how to improve, so as leaders part of our job is to provide the feedback-for-improvement that our teams need. Specifically, timely, kindly. It's easy to remember that if not so easy to do. We should also remember to call attention to what is working. Let people know what is great. Share our stories of how the team is excelling. Sharing the bright spots lights the way. The more we see what works, the better we can make it work. What positive bright spot can you share with your team today? -- doug smith

A Key to Happiness

We all like to be happy. Many people devote their entire lives to being happy, trying a series of things until they find something that seems to work. I don't pretend to have the key to happiness but I've lived and worked long enough to learn one wonderful way to get there. If you want the secret to happiness, find out what you can do that makes other people happy. Then...do that. What are your keys to happiness? -- doug smith

Service Appreciation

Delivering excellent service is tough enough and sometimes it's not enough, according to our customers. With some customer wanting a miracle, or a policy change, it mean that even when we do our best it may not be perceived as enough. We could have always done more. We should have somehow changed the world in order to change their outcome. Other times, customers are generous in their thanks. Our extra steps are appreciated, our efforts are more than enough, and our customers are happy to do business with us. We should work as if the second group of customers -- the real appreciators, the happy ones, are the norm and hold onto the joy they share. There are no guarantees that our service will be appreciated, but that's not why we do it. We serve because that's where the joy lives, in helping others. -- doug smith

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