doug smith training

It can make such a great difference. When we want to actually serve our customers -- instead of just harvesting them for money -- our work becomes more enjoyable.  Customers can be annoyingly needy, but the annoying part is up to us and how we listen. Why do customers get excited? They get aggravated when they don't get what they want. Customer get irritated when the service does not meet their expectations. That does not mean that we need to give away the store to make a customer happy. Most of the time it only means that we need to listen. A customer who feels heard is far more likely to also feel satisfied.  When we don't listen enough for a customer to feel heard, they get louder. And louder. And louder. We have to listen to customers anyway -- why not enjoy it?  Why not listen with curiosity and respond with sincerity? It's better service than most customers get, and it has the bonus benefit of making us feel better, too.  

Do you like to argue? Whether or not YOU do, you probably can think of someone who seams to enjoy disagreeing. Arguments are contagious. I've gotten pulled into many arguments that eventually went nowhere and didn't contribute any progress to anything at all. So why argue? We argue to prove a point. We argue to convince. We argue to change behavior. But, how effective is that? Not very. Whenever I catch myself arguing now, I pause long enough to breathe deeply and think of a question. And then another question. And then another question.  It's harder to argue with a question. And with a question, we both might learn something. -- doug smith What have you learned today?

How does it feel when someone asks you a question that doesn't really feel like a question? It feels instead like their mind is made up, or that they are trying to convince you of something. That's not much of a question, is it? Unless you ask a question with curiosity it isn't really a question. We all do it: ask questions we think we know the answer to. That perception acts like a little door that keeps out insights. It keeps out the ability to learn. Instead, we can't fake it: we must remain curious. When we are open to whatever answer another person offers us, and stay curious, we get better and more useful answers. When you ask a question with curiosity, it's a genuine question.  Ask real questions. -- doug smith Today's Leadership Affirmations  When I stay curious I learn much more I can be the best listener of the day for anyone who talks with me today My curiosity is intense, authentic, and powerful

Is hurting someone's feelings inevitable? Perhaps, sometimes, no matter what we as leaders do we will somehow hurt someone's feelings. But, if that happens as an accident or as the result of someone else's low self-esteem at least we didn't intend it. Most of us have known leaders who DO intend it. Leaders who play with people's feelings are playing with fire. It may feel like a fine way to manipulate someone into giving you something you want, but there is a heavy cost. The relationship takes some bumps and, often, the bounce-back reverberation (some might call it karma) is big. Very big. Being careful about other people's feelings is in the end also taking care of your own. Hurt feelings seek revenge. Why bring that about? We never escape unscaved when we hurt someone's feelings. What to do instead? Talk about it. Listen with curiosity. Show social courtesy and compassion. It's better for your relationships -- and therefore also better for ...

How quickly do you make up your mind about whether someone is right or wrong? Is it possible that you sometimes make up your mind too quickly? It happens frequently. That proposes an additional challenge of forcing someone to defend a position before they know for sure that it's THEIR best option. I've done it. You've probably done it, too. I've decided to turn away a sales offer that clearly could have been a benefit to me. Why? I'd made up my mind not to buy. I've also turned away great invitations just because I'd already decided to keep a time free, instead of staying open to new opportunities. The new opportunities MIGHT have been fantastic, but once I stopped listening it became impossible to tell. How about you? The fix to this problem is simple and easy: listen. Before you make up your mind, listen with genuine, sincere curiosity. Maybe you know, and maybe you don't -- listen. It becomes harder to listen when we become convinced that s...

People are constantly trying to communicate. We can't take for granted that we are hearing them or that we are heard. It takes concerted listening with curiosity. When we don't put in the effort to truly listen, the message keeps coming at us. When we misunderstand the message, the message keeps coming at us. Every time we fail to listen the volume increases. I'm working on listening better. How about you? -- doug smith

Do you like it if someone criticizes your emotions? Or, how about those times when people minimize the emotions going on as unimportant? Judging emotions does not help whatever situation is provoking that emotion. Blaming the person in the middle of an emotion for their emotions is not helpful. It doesn't do any good to criticize anyone's emotions. You can stop that now. It doesn't help you, or the person feeling the emotion. Instead, stay curious. Stay helpful. And mostly, just listen. -- doug smith

How much time did you spend listening today? Mouth shut. Eyes alert. Body turned toward the person talking. Mind open to all except the inner judge. That inner judge can shut up for now, it's time to listen. Breathless, curious, daring to wonder - listening. Motionless, fascinated, unattached - listening. We crave that level of listening and hardly ever receive it, so give it, give it, give it generously: listen. I've never met anyone who thought they were listed to too much. Give them more: listen. -- doug smith

Sometimes it's quiet. Sometimes no one is talking. Listen anyway. Listen with your eyes. Listen with your body. Listen with your heart. Quiet may not even mean what you think, so listen. Let the silence sing a song you eventually understand. Silence is your friend. It's a great place to rest and listen. Listen in the silence -- you might be surprised at what you hear. -- doug smith

What does maybe me to you? When I was a young dad, "maybe" probably meant "no" to me, but it meant a definite "yes" to my children. It's all in how you look at it and, of course, your agenda. When someone is working hard to convince us of something, they may hear a "yes" in our "maybe" that isn't there. This can build resistance that isn't necessary from our point of view and that gets in the way of genuine opportunities. We start defending our "no" when what we really meant was "we're not sure." What if instead of saying "maybe" we said "convince me?" What if we kept open and curious about the possibilities instead of going into a conversation with our minds made up? I think we'd open ourselves up to some greatly improved results and some beautiful surprises. Oh, yes, and then we'd be authentically communicating instead of just pretending to. What do you think?...

photo of Rusty by Judi Madigan How curious are you? In my workshops on communication and achieving your goals I point out how important it is to listen with curiosity. We are most attentive when we are most curious. Instead of jumping to conclusions or judging before it's necessary, high performance leaders center their listening around staying curious. How do you do that? One way is by asking relevant questions. One of my mentors, Lester T. Shapiro (who wrote the book The Training Effectiveness Handbook ) once said that the primary role of leaders is to ask relevant questions. Here are some questions that I've found extremely relevant and that help me to remain curious: What is your case? We are always building a case and not always aware of the case that we're building or why. It might not even serve our best interests, and yet we can talk ourselves into anything. Stay curious about what you really want, what you think you want and (most importantly) is w...

Are you a fan of your inner judge? We all have an inner judge (sometimes called inner critic) who wants to assess everything. To the inner judge, nothing is ever perfect. To the inner judge, there is always fault to find. How annoying. We grow up with this inner judge and let the judge drive us when we're not paying attention. When we lack focus on what is truly most important our inner judge tries to decide for us, and usually makes poor decisions. As Don Miguel Ruiz has said, "our inner judge lies." Judging a creative idea too soon is not fair to you or to the idea. You'll have time to judge. You'll have time to decide. But imagine how many more possibilities you'll have to work with if you first choose to stay curious. I promise to work on that every day from now on. How about you? -- Doug Smith

Do you evaluate what someone is saying, while they're saying it? Do you ever have your mind made up before someone is done talking? I've done that. Many times. It's easy to jump to our own answers, and our own solutions before we hear the whole story. We need to hear the whole story (or at least enough of it so that we know what the story really is). Here's the best way that I know. Listen with curiosity. Listen without judging what the other person is saying or who they are. Listen. To find the true causes of a problem we need to listen without judging. It's not always easy. It takes practice. To get past our inner filters and snap judgements, it's worth the effort. Are you willing to listen with curiosity? -- Doug Smith doug smith training: how to achieve your goals Front Range Leadership: Training Supervisors for Success What have you learned today?

When do you seize an opportunity? Are you able to stop what you're doing long enough to work on an immediate opportunity? Opportunities are not interested in our schedules. They don't wait. They don't delay. They don't nestle nicely into what we have available. We either move on an opportunity when it presents itself or we watch it fly away. Are you keeping your eyes open for opportunities today? Are you listening with curiosity? -- Doug Smith

What happens to your project team as your project gets closer to the deadline? Does it gain momentum? Does it play fast and enthusiastically toward the goal? High performance leaders do not assume that a project team will remain cohesive thru the project and beyond. They could get distracted. Resources could dry up. Technology could break down. Relationships could strain or get muddled. What's a leader to do? Increase the level of communication. Drive deeper, more meaningful conversations to see how everyone is doing. Keep team meetings focused and on task to make them more productive.  Create powerful presentations that ask compelling questions and create an atmosphere where you the leader listen and encourage others to listen with curiosity. Reward people for progress made -- but don't forget anyone. Singling out top performers at the expense of those carrying the bulk of the load can backfire. There's much that a high performance leader can do to ke...

What is your direction? How are you making things better? Where will you be a year from now if you keep doing what you're doing now? Is that where you'll want to be? What can you do TODAY to set a direct course for where you want to be? How about trying some of these CLUES to Success: - Create agreements - Listen with curiosity - Understand the facts AND the feelings - Express yourself clearly and positively - Share responsibility for success It takes practice, so clue someone in and practice together. Once you've become comfortable adding these CLUES to Success to your conversations you'll find that you experience deeper conversations, more powerful presentations, and more productive meetings. And, quite likely, you'll find that your relationships improve as well. Set a course for where you want to be: in a great dialogue. -- Doug Smith