Upcoming Public Virtual Training

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Each session is 3 hours long.

Morning sessions begin at 10:00 am ET

Afternoon sessions begin at 2:00 pm ET

Excelling as a Highly Effective Team Leader:

November 12 and 13

Project Management One-Day Workshop:

October 30

Excelling as a Manager or Supervisor

October 24
November 19

Management and Leadership Skills for First-Time Supervisors and Managers

November 3 and 4

To save money, attend multiple programs, and enjoy many other great learning resources, register for SkillPath Unlimited here.

Comments

Positive Choice

Yes or no? Certainly not maybe because that takes you nowhere. Yes or no? I don't always get the answer right, but I feel sure about this: yes is better than a guess. Yes gets us moving. Yes opens doors. Yes starts the experiment and learning begins. Yes is better than a guess. And, if you need to guess, guess yes! -- doug smith

Secret Desires

The best leaders tell the truth. People know that, even when they don't do that. We live in a world filled with so many lies that people have stopped even believing in truth. If it's all relative anyway then just say what you want, right? No. It's not all relative. And, while the truth will change, and while none of us can be absolutely sure about all truth, we can all tell the truth instead of purposely deceiving others. Maybe it's by design. Lies reveal hidden desires. And, no matter what that desire is, if you have to lie to get it, you won't keep it long. -- doug smith Reflective exercise: What's the biggest lie you've ever told? How long did it remain a secret? What was the final outcome? What do you think would have been the outcome if you'd simply told the truth?

Clarify, Clarify, Clarify!

We've all done it, haven't we -- smiled and nodded when we weren't sure we'd agreed? It seems so polite and yet ambiguity is not always our friend when we seek to lead others. Don't pretend that you know. Find out. Don't pretend you agree -- talk about it. Clarify, clarify, clarify! The truth may be moe muddled than you know. -- doug smith

Something Else

We do it frequently -- blame people for what's wrong. And when we blame people for something they did not cause it often makes things worse because now they feel bad about it and maybe even defensive. Even though it feels like people get i the way of perfection, it's usually something else. Fix the process. Fix the rule. Fix the presentation. Fix the product. People are better than we realize, and seldom to blame for service breakdowns. -- doug smith Training Activity Make a list of the three most recent service breakdowns that you have experienced. For each breakdown, score on a scale of 1 - 10 how much of that breakdown was caused by: Process Rules Presentation Product People Now you know where to start fixing things.

A Frustrating Problem

As an old six sigma project manager I firmly believe that most problems are caused by broken processes, not broken people. But let's face it, some people not only don't realize that but they refuse to fix the process. If you know a process is broken, and do nothing to change that, the problem gets worse. If you can solve someone's problem but refuse to, you might be the problem. Don't be the problem. Fix the process, even if you need help. Because there are no perfect processes, but there are lots of people avoiding them. -- doug smith

Follow The Script?

Have you ever had a conversation with a customer service representative and you could tell that they were simply following a script? How did you feel about that? Sometimes the script works, but usually it doesn't feel human to the customer. As we get more and more responses from actual robots, it's worth considering how much better we can give human responses as humans. Quick Service Do's and Don'ts: Don't just follow a script when you hear it's not working. Don't assume that the customer is wrong. Don't take it personally when the customer gets upset. Don't argue with the customer. Instead, do these: Do listen to understand the customer's needs. Do empathize with the customer. Do collaborate rather than dictate. Do think creatively, even if you need to pause, in order to find better answers. That's not the whole list, of course, but it's a useful place to start. No matter who we're talking to we should always be better than a robot...

Surprise!

What have been your major changes? What magnificent visions have you had that you eventually released? Sometimes, to make room for the next great thing, we need to let go of the less than great wish we're holding onto. What looks like success at one point in our lives because less convincing as it slips away, hides, or becomes impossible. Life goes on. New dreams form. Greatness always welcomes us to new opportunities. If your vision of success changes, that is also success. You are now free to be great (and happy) in another direction. Life goes on; the joy in it is up to you. -- doug smith

The Best

Do you know this feeling -- fully engaged, highly energized, learning and growing and muscling up to the challenges tossed at you? Once we taste that, we want more. It might be tough, but we want more. There are so many distractions, but we want more. There's nothing quite like comp[letely immersing yourself in who you want to be. Working to be the best, not to overcome someone else, but to level yourself up. Where is your best potential to be the very best? -- doug smith

Clarity

How important is it for us to be clear? Clear about our intentions. Clear about our resolve. Clear about our willing to share responsibility for success. High performance leaders are clear. Clarity prevents multiple misinterpretations. Is your message really clear? Do your team members all share understand of that message? -- doug smith

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