doug smith training

It isn't possible or necessary to solve every problem. Focus on the problem in front of you. Solving that first problem builds momentum and experience for solving the next problem. You'll never solve them all, but imagine how much better things will be after you've solved the ones right in front of you. -- doug smith  

The trouble with feedback is that we don't want it, or if we do we don't know how to give it, and don't know when to start or stop it. Ah, but what if we did? What if we could build a high-feedback culture where people were open to feedback and knew how to put it to immediate use? We can. It takes practice. It takes experience. It takes caring about how we do feedback and who we share it with. Here's one thing you can change immediately that will dramatically improve the feedback frequency on your team: ask for advice more often...and then really listen. Don't even call it feedback. Ask for advice and not only will everyone have some, once you show that you're open to it, they'll ask for advice in return.  What's your best tip on giving and receiving feedback? -- doug smith  

I've had the joy of working with many talented leaders recently. Here are some in-action photos of them hard at work solving problems and achieving their goals.

How's your creative impulse? Do you roll with it, or resist it? Do you chase it, or embrace it? Creative intuition comes and goes. When we grab it, we instantly have something to work with. When we let it pass, it fades away. If you don't trust the creative impulse it might stop trusting you. Where will you be then? Trust your creative impulse. -- doug smith

Whether you are a great leader or something less, the reality is that you will build the team that you deserve. High performance teams develop accountability, excellence, and positive results. High performance leaders develop that and more through clarity, courage, creativity and compassion. Leaders need clarity around their vision, their mission, and their goals. Teams need to know which direction to move, direction provided with clarity. Leaders need the courage to stand against obstacles, to resist temptation to take the easy way out, to fully back their people. Teams need leaders with the courage of their convictions and with visible assertive support of their team. Creativity gives a leader the ability to generate new ideas, to innovate in a constantly moving environment, to think of new ways to inspire and motivate their teams. Teams, equipped with creativity, never get stale. They find the fun in what they do and they convert that fun into positive results. Since leaders deal wi...

Whenever I ask a class "have you ever said anything that you regret saying?" the answer is always 100% yes. A mumble easily becomes a stumble when it's tainted with trauma, distrust, anger, or sorrow.  There are things we could say that don't help in any way. It's better to keep those things to o oneself. I had a boss once who wisely told me "Doug, when you're upset, pause and count to ten." "And what if I stay upset?" "Then count to a hundred." She might as well have said count to a thousand, because I knew exactly what she meant. Some things do not need to be said. We've all got better words inside us willing to take that mistake away. -- doug smith  

As a recovering know-it-all I remember making many mistakes, trying to solve someone else's problem. I've learned that maybe, just maybe, I can help, but it is highly unlikely that I'll solve that problem. The problem with solving someone else's problem is that it may not fit into their schedule. Or their plan. Work together. Collaborate. Share. If the solution emerges between you, let them take credit for the brilliance of the solution. You'll never run out of problems to help on, unless you try to solve them all on your own. -- doug smith  

Have you ever been in a conversation so intense that you question the health of the person who is arguing with you? Most of us have. In that moment, when our nerves are frayed and our anger is rising, it is ever so easy to say the wrong thing. It's tempting to ask the wrong question. When we push against someone's dignity the reaction will not be positive. You know that, I know that, and yet we've done it anyway. Here's a note-to-self: stop, pause, breathe, evaluate. What would be the best thing to say or do? Because...if you ask someone what's wrong with them they will likely find something wrong with you. And they might not be wrong about that... -- doug smith  

People work on bad goals far too often. It sounds good, it reaches for some vague feeling of satisfaction, and yet the goal is a poor match for who they are or where they are. How you form your goals matters.   Get the goal right before you work on it to save yourself lots of aggravation. Keep it simple: action word, result, and time. Keep it ambitious but possible. And check to make sure that what you want is what the goal will give you. Otherwise, that poor goal is a waste of time. -- doug smith 

What we work on matters. What we choose to focus on not only matters but it's also completely up to us. What's your focus today? This week? This month? I'm learning to limit my focus to what matters most, one goal at a time. How about you? Better goals create better lives.  That's what we want, and deserve. -- doug smith

What makes a team member seem smart? Is it their knowledge? Is it their experience? Or, are they simply gifted? High performance leaders work to build teams that include people smarter than they are. They are out there, why not bring them to your team? If you think that you are the smartest person on your team you are either wrong, OR not finished recruiting.  -- doug smith

Some people take a vitamin every day. Some people read a passage from a favorite book every day. Positive daily habits support a successful life. Set a goal at least once a day and then achieve that goal. It builds the kind of momentum that leads to wonderful things. And you do want wonderful things, right? -- doug smith  

What's the hardest job that you've ever had to do?  It might be hard, it might not be fun, it might consume far too much time, but hard work builds skills that otherwise go neglected. Hard work teaches patience, tenacity, fortitude, resilience. Hard work build character. When it gets to be too easy, it's time for another challenge.  Hard work will always pay off in one way or another. What are you working hard at now? The payoff will be worth it. -- doug smith  

It's not automatic. It's not free. The impact will stay with you as long as you sustain the habit. The discipline to develop discipline will multiple your benefits. Work hard, work steady, and keep your promises. It all grows from a foundation of discipline. -- doug smith  

How does it feel when you miss on a goal? Frustrating? Disappointing? Sure, it is troubling to miss on a goal that once seemed so certain, but is it the worst that could have happened? What did you learn? How did you grow? What mistakes can you avoid in the future? There is much to be gained from every goal, even those that we do not achieve. You won't achieve every goal that you set, but the attempt is always better than regret.  -- doug smith

Highly structured? Wildly improvised?  Harmonic, or distorted? Fast or slow? Analytics help, but there's nothing quite like a touch of the poet in solving problems. The deep pondering, the pedantic piecing together, the frantic splash of passion. Whether or not they know it every problem solver has a touch of the poet. Are you in touch with your touch of the poet? -- doug smith 

Other people can help, but achieving your goals is up to you. -- doug smith  

Are you on course to achieve your biggest goals? Is your plan in motion and working? Of course! Will you need to make some adjustments along the way? Of course! If your goal really matters -- to you with some intensity, you will do what you need to do in order to achieve that goal. If it doesn't really matter, there's almost nothing to be done. You need the joy. You need the spark. You need the course of action that lights you up so much that it lights up your path to success. The reason for your goal is as important as your goal. Why does your goal matter? Why now? Why you? Does that level of focus really make a difference? Of course! -- doug smith  

Last week I had some fun, with two different classes, in an activity to re-invent games with no losers. The only other condition was that each game also had to be fun. As it turns out, competition is not necessary in order to have fun. The creativity won the day as games developed without any losers. Imagine that. Playing a game without disappointment. Playing a game of cooperation, of collaboration, of mutually beneficial outcomes. It's possible. It's fun. And, there are no side-effects. The games we play form us in ways we may not expect. If we can invent more games, more situations, more relationships where everybody wins imagine what a world that would be. -- doug smith

If you think about something that needs to be done but don't do it now, when will you do it? Now would be good. Now is the time. -- doug smith  

I often ask my classes "What's the difference between conflict and problem solving?". The leading answer is "competition." Conflict is a problem with opposing solutions. Two opposing goals. Competition. That can still be resolved, but it may need to be managed. Recognizing what you've got is a good start.  -- Doug Smith

If you take your goals seriously they will take you where you need to go. -- doug smith  

When is the best time to achieve a goal? Achieving a goal on time, on the deadline, is great. What's even better? Achieving a goal early. It's the surest way to achieve it at all. Early is great, so you're never late. -- doug smith  

The best customer service comes from products and services that work flawlessly and do not require heroics from the customer OR the service rep. -- doug smith  

Do you ever feel like you have too many goals to get any of them done? Just deciding what to do first would be a big help. Try having to lists of goals -- and A-List and a B-List. The B-List goals get promoted when the A-List goals get done.  It's like putting your winter clothes in the other side of the closet until the season rolls around again. -- doug smith  

Every goal leads to another goal. If you've achieved your goal, the next goal gives you increased opportunity to grow. If you've missed your goal, the next goal gives you a chance to learn and correct. Nobody achieves all of their goals but every goal gives you something. Get that goal done and see what great goal comes next. -- doug smith  

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point.   What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith  

Everybody likes to win. Can we win when it's not even a competition?  Sure we can.  When we can will without requiring that someone else lose, the win is magnified. Celebrated. Treasured. Try saying the words "you win" and see how it changes the outcome so that you win, too. It's not surrender -- it's collaboration. -- doug smith  

You can achieve many great goals on your own. Getting help from others will increase your successes.  Why would anyone help you? Maybe if they owe you a favor, but much more likely it's when your goal ignites something in them. Lights up their enthusiasm. Makes them more motivated. A poorly written goals is easily ignored. A great goal, one that is clear, gains interest and support. Write a great goal and see what it attracts. Great goals gather enthusiastic support.  -- doug smith

It's the system. Or maybe it's the process. It might not be you at all. It might not be your team at all. Personal problems come from things we say and do, and they can also come from an unfair, deeply flawed system. Personal problems can also be caused by broken processes.  And yet we often try to solve problems with personal solutions: work harder, work faster, work smarter, muscle up and carry on. Can't you just solve your own personal problem? Personal problems with systemic causes are hard to solve with personal solutions. Personal problems may not be personal -- the system or process doesn't care who you are -- but they're still problems. -- doug smith 

Using time productively is of course important. Managing work and activities, reducing wasted time, optimizing performance, these all matter. And you know what else matters? How you feel about it. The time is yours. Even when other people make decisions about your time, your approach to what you do is always up to you. It's not just what you do with your time that matters, it's also how you feel about what you do with your time. What's your answer? -- doug smith  

  There was a time when time seemed to close in on me like a shrinking cell. I could hear the ticking like a serious soundtrack constantly reminding me that urgency had to rule or time would shrink away. But time doesn't shrink away. Time does not care what you do about it and if you hear ticking it's from a real clock, not your lost time. Time is not a ticking clock, it's a fluid sea of possibility. Find the wave and ride. Connect with your school of creatives and invent new boundaries. Swim and win. The possibilities are endless. And...so is time. -- doug smith

The bad news is that you are the biggest thief of your time. The good news is that you can change that. We all waste time. We can all waste less. Productivity is a choice. -- doug smith  

  Have you ever held onto a problem just because you couldn't find the perfect solution, an elegant, efficient, bruise-free choice?  That effort -- for perfection -- has slowed me down a number of times. Perfection can be such a bother, because nothing is perfect in this life and never will be.  There's no perfect way to solve a problem -- but you don't need perfection to solve it. If you can find the best way, that is certainly good enough. -- doug smith

Do you know what is the best thing about potential? You've always got more. It's the same for capacity -- you can always dig deeper, extend farther, lift more.  Think about some of the best things you've ever done. You're amazing, aren't you? There's more in the tank. There's great work ahead.  The best you can do is better than you think it is.  Won't it be fun when you discover that? -- doug smith  

  "It's all in the details." "Measure twice, cut once." "If you fail to plan, you plan to fail." "Get it right, get it right, get it right..." Details. As a front line leader it is ever so tempting to pour on the details until they completely cover every possible contingency. As a highly analytical person, I've given into that temptation many times. The risk to making instructions too detailed is that they will not be followed. That doesn't imply malice, it simple acknowledges that: our attention spans are short no process is perfect anyway action creates momentum That third one is key. Action creates momentum, so get moving. Correct as we proceed, but for heaven's sake, get moving. -- doug smith

It might seem that all you need to achieve that goal is a little help. A bit of a boost. Someone to provide feedback and encouragement. You're right. If all you need is a little help to achieve your goal, then definitely go get that help. The person who could help you really does want to help you.  -- doug smith  

  It''s a challenge to your composure, to your centeredness. It's an attack on your boundaries. How do you react? Nothing gives anyone the right to impose their problem on your property. While it's not cause for aggression, it's also not cause for surrender. Stand strong. Remain resilient. Be bold yet kind. A smile works as well during a refusal as it does during a deal. Smile, stand strong, or move along.  When the need for creativity arises, creative problem solving is on your side. Bring your adversary into the picture. Ask, instead of demand. Then collaborate on a creative mix of solutions with at least one too good to refuse.  -- doug smith

You don't always find what you're looking for but if you keep looking you'll find something good. -- doug smith  

No one needs to convince you that big goals are important to your success. One of my favorite bosses had an expression she used cheerfully and often: "Go big or go home." Small goals matter, too. They build practice. They build skills. They create great habits that lead to completing your much larger goals. Small goals, once achieved, are great sources of joy. What small goal are you working on today? -- doug smith  

It is not always the answer, but surprisingly often it is: It's easier to hire a motivated worker than it is to motivate an unmotivated one. That's not the end of the story. It could be great hiring advice though. Whatever the technical skills are for people you are interviewing to hire, be sure to ask some questions about motivation that can't be answered with a yes or no. Questions like: When were you the most motivated in your life? What kinds of work motivate you? What's your approach to a work day when for one reason or another you don't feel very motivated? If you had been here for one week, what would we see that shows us how motivated you are? Start there, and follow-up with more questions. Give each candidate time to convince you whether or not they will bring motivation to your organization.  You can teach people almost anything, but it's always easier if they are already motivated. -- doug smith 

Things change. Problems deepen.  Solving a persistent problem might require us to let go of what has fixed it in the past.  -- doug smith

Are you a strong starter, a strong finisher, or both? (Let's not even consider "neither" as a viable choice for any high performance leader.) Time will tell, as my grandmom used to say. Time will tell. However you approach performance, the performance will emerge. It just depends on whether you want to celebrate that performance or regret it. The test of time does not grade on a curve. What you want will require work. The goals that you set will need a plan that you work on relentlessly.  Are you going to achieve your best goals? The test of time will tell. -- doug smith  

  We can push really hard on hard problems and not get anywhere. The problem may be too fixed to get fixed. It may be too tough to push over. It feels like the problem is going to win. What if you didn't push? What if you took a quiet, calm, centered approach to truly observing the problem. What exactly is going on? Who is being served or deterred? Hard problems can benefit from soft solutions. What do you think? Is it worth a try? -- doug smith

Do you have a regular morning routine? Setting a routine that establishes good habits is a great way to continue your grown, energize yourself, and get each day started right. Only you can determine what should be in that routine -- some people are heavy on exercise, others in medication, prayer, or contemplation, others in reading, writing, whatever sets you up for success. It takes discipline to get a healthy routine started. Distractions happen. Once the routine that works for you is in motion though you'll find it easier and easier to stick with. Once you realize that it works, why would you ever stop? You could probably measure this level of success. Plenty of people do. This is a case where the metrics don't matter as much as the intangible results -- clarity, composure, centeredness, even comfort. The comfort of a regular routine is an unquantifiable bliss.  What's your morning routine? -- doug smith

Life is opportunity. What we believe can uncover -- or cover over that opportunity. What you believe is up to you. -- doug smith  

Change is hard for some people, whether that means adjusting to change or driving change, the change comes hard. For others, it seems easy because they don't stop to consider what their change initiative will do to others. Either that, or they don't care. That feels easy at first -- push hard enough and your opposition will move. Drive insistently enough and people will toe the line. At first. That degree of change will also spark resistance. It will make enemies, active as well as passive aggressive. The change slips in and then falls apart. That's not what anyone wants. The reality is, if you want to change people, you need to consider those people. Ask them. Work with them. Get them involved and listen to their feedback.  It's more work, and it produces more lasting works. One person's disruption strategy is another person's aggravation.  Aggravate people enough, and they will find ways to push back. What's your secret to human change? -- doug smith