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  • feedwordpress 12:54:22 on 2020/01/08 Permalink
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    Quick Tip #95:How to Edit Yourself 


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    We always tell communicators ‘less is more’. Learn how to edit yourself so people listen when you talk. Simply put, it’s about simplicity!

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  • feedwordpress 09:00:37 on 2020/01/07 Permalink
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    How Do the Best Leaders Avoid Miscommunication 


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    Being able to communicate effectively is perhaps the most important of all leadership skills. It is what enables us to pass information to other people and to understand what is being said to us, the foundation of productivity and strong relationships.

    It was Dale Carnegie who stated, in How to Win Friends and Influence People, that 90 percent of all management problems are caused by miscommunication. Here are some of the ways the best leaders avoid miscommunication:

    They listen to understand. People want to know they’re being heard. The best leaders take care to really listen to what the other person is saying instead of thinking about their own response. They are constantly asking for clarification to avoid misunderstandings. Taking the trouble to build understanding lets the person you’re speaking with know that you’re taking them seriously.

    They think before they speak. The best leaders are good at pausing before they speak instead of saying the first thing that comes to mind. They take a moment to think things through, paying close attention to what they say and how they say it. If you adopt only one habit to improve your communication skills, this is the one to choose.

    They know their audience: To communicate effectively, it is important to first know who it is you’re speaking to. The best leaders understand that each listener is different—whether it’s an individual or a group—and make sure to consider their background, expectations and cultural norms before they speak. Even difficult messages are better received when they’re delivered in a way that’s focused on the recipient.

    They treat everyone equally. The best leaders never talk down to anyone but treat everyone with the same respect. No one will want to hear from you if you seem to be holding yourself above them, but communication opens up when you treat everyone as equals.

    They manage their tone. Communication is far more difficult if you let your emotions go unchecked. The best leaders know how to manage their emotions in times of anger, sorrow, fear and joy. They may express emotion in their words and nonverbally, but they do so appropriately, maintaining a tone of confidence and calmness.

    They’re attentive. Much of the power of communication lies not with what we say but with how we say it. The best leaders adopt the practice of listening more than they speak, and they’re attentive to the person who is in front of them. Your full presence is among the most important gifts you can give. And the more attuned you are to what others are saying, the more precise you can be in your response.

    They maintain a positive attitude. The best leaders make a concerted effort to always have a positive attitude. When you communicate with positivity, people will generally respond in the same way. Whatever you send out as a leader is usually returned to you, so own the power of contagious positivity.

    Communicating effectively is a skill you can practice and develop once you’ve learned the basic techniques. If you want to be your best as a leader, learn to be your best as a communicator.

    Lead from within: The best leaders grow by constantly practicing their communication skills, because communication make us who we are.

     


    #1 N A T I O N A L   B E S T S E L L E R

    The Leadership Gap
    What Gets Between You and Your Greatness


    After decades of coaching powerful executives around the world, Lolly Daskal has observed that leaders rise to their positions relying on a specific set of values and traits. But in time, every executive reaches a point when their performance suffers and failure persists. Very few understand why or how to prevent it.

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    Additional Reading you might enjoy:

     

    Photo Credit: istockphoto

    The post How Do the Best Leaders Avoid Miscommunication appeared first on Lolly Daskal.

     
  • feedwordpress 09:00:50 on 2020/01/02 Permalink
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    The Skills You Need to Be a Successful Leader 


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    The foundation of successful leadership is a set of specific skills. You may have earned a leadership position through a combination of knowledge, aptitude and hard work, but once you get there you need new skills and attributes as well. Here are some of the most important:

    Security in yourself. Leading others is sometimes daunting, and it leaves you open to new levels of scrutiny and criticism. As a leader, you need to know who you are and be confident in yourself. Accept that you won’t please everyone and be prepared to take it in stride when people disagree .

    Knowing when to take a stand. Every leader experiences moments when they have what feels like a great idea but the tides are against them. You need to be able to stand firm in your judgment and trust your own sense of direction, balanced with the humility to consider the opinions and those around you.

    Getting people to buy into your leadership. Some people will respect you automatically as a leader; others may not be as welcoming. Some may even try to sabotage your leadership. Gain trust by committing to honesty and transparency, by stating clear expectations and goals, and by welcoming all ideas.

    Managing your emotions. A leader who cannot manage their emotions well can wreak havoc on an organization, seriously damaging employee morale, retention and ultimately the bottom line. Every reaction you display as a leader–positive or negative–has the potential to influence the success of your team and organization.

    Being philosophical about failure. Research says that successful leaders have made more mistakes in their careers than the people they were promoted over. Anything worth doing takes repeated effort, and failure is part of the process. You became a leader because you had the guts and smarts to lead, not because you’re  always right.

    Learning to follow. Great leaders must be followers too. Becoming the a great leader means developing the leadership skills of those on your team, and that sometimes means putting a subordinate in charge of a project, supporting them while giving them room to succeed (or fail and then succeed) on their own.

    Managing crisis leadership. During a crisis people are most in need of strong leadership and most appreciative to have it. Prepare in advance for every crisis that can hit, from a data breach to a natural disaster to an industry-wide downturn, so you can provide direction and respond in a timely and organized manner.

    Embracing your leadership presence. To be a successful leader you need to learn how to lead with presence. That means developing the ability to take command of a room, to assume a leadership role in a variety of groups and settings, to share your thoughts and opinions with confidence, and to communicate persuasively, striking a balance between speaking and listening.

    Lead from within: To be a successful leader you must have the skills to lead. Develop them now and they will serve you well throughout your career.

     

     


    #1 N A T I O N A L   B E S T S E L L E R

    The Leadership Gap
    What Gets Between You and Your Greatness


    After decades of coaching powerful executives around the world, Lolly Daskal has observed that leaders rise to their positions relying on a specific set of values and traits. But in time, every executive reaches a point when their performance suffers and failure persists. Very few understand why or how to prevent it.

    buy now

     


    Additional Reading you might enjoy:

     

    Photo Credit: istockphoto

    The post The Skills You Need to Be a Successful Leader appeared first on Lolly Daskal.

     
  • feedwordpress 12:03:37 on 2019/12/30 Permalink
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    MAYBE IT’S ME: Communication is a two-way street 


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    Maybe it’s me.

    I called my provider to order a new phone for my son. They asked what color he wanted. I said black. The customer service representative said “we also have orange, blue, green, yellow and red.” I said, I’d like black.

    He said we’re running a special. You can get a free phone if you install another line. I said no thank you, we have enough lines.

    He said, “But this is a really good deal, you’ll get another phone too.” I said, no thank you, I don’t need another phone.

    He said, “Would you like to save some money?” I said, sure, but not at this time. I just want to purchase the phone.

    He said he could save me some bucks if I installed their streaming video service. I said I wasn’t interested. I only wanted a phone, black please.

    He went on to explain the features of the much-improved Direct TV service and even as I repeatedly said no thank you, he kept talking, letting me know he could have installers out at my house as early as tomorrow. I said, I just want the phone.

    He asked, what color? Again, I said black. I only want one phone. Black. No additional lines and no other services.

    Maybe he wasn’t fully listening. Maybe he struggled to comprehend. Maybe he was instructed to upsell. Maybe I wasn’t being as clear as I could be, so I tried not to get irritated at him.

    Then as he was processing my order, he said, can I have a number to call you back? Why, I asked. I’m having a problem and have to reboot the system.

    When he did call me back, we had to start over because his computer lost my information. Fortunately, he remembered the color I wanted was black.

    I read an article that proclaimed good customer service is about being judged by what you do, not what you say. The writer believed if you give something away for free or throw in an extra, you’ll score points with the customer.

    Wouldn’t it be great if it was that simple? It’s not. True, people appreciate extras and freebies. The phone guy waived activation and shipping fees which I greatly appreciated. However, I believe the root of good customer service is good communication skills.

    RULE #1 LISTEN BEFORE SPEAKING

    There are few things more exasperating than telling someone what you want and then have to repeat it because they weren’t listening. Even if you’re trying to ‘sell’, listen first, talk later. Don’t interrupt.

    RULE #2 REPEAT TO REVIEW

    To show you are really listening, paraphrase or repeat what the customer has said. As an example, the representative could have said, Ms. Friedman, I understand you would like a black phone. Can I interest you in additional cost saving services? I still would have declined, but I would know he heard me.

    RULE #3 ASK IT DIFFERENTLY

    If the customer tells you no thank you, respect that. Instead of asking the same question again, ask it differently. My customer service rep might have said, yes, black is a popular color. Are you familiar with our new line of colors?

    This morning, I called my car dealer to speak to the general manager. I told her I knew Jerry wasn’t in which is why I’d like to be connected to his voicemail. She said, “Jerry isn’t in yet.” I said I know, which is why I’d like to leave him a voicemail. She said, “do you want me to connect you to his voicemail?” I said yes. She said, okay, but he’s not in yet.

    Maybe it’s me.

    Or maybe her morning coffee hadn’t kicked in. Whether speaking by phone or face-to-face, failure to effectively communicate can rob you and your company of opportunities.

    Recently I called my bank to dispute a charge. The local branch referred me to the corporate offices. They said no one was available to help me so someone would call me back. Two days later, I received an email from a customer relations manager saying he tried but had not been able to reach me by phone.

    However, there were no voicemails, no texts and no record of him calling on any of our phone lines. I e-mailed him back, no response. I called and reached his supervisor, who apologized and said he’d get back to me. He never did.

    Putting poor customer service aside, this bank is missing huge opportunities to turn negatives to positives. Even if the rep was reprimanded, his supervisor should have followed up with me. While the bank has thousands of employees who may be caring customer centric people, to the customer, both the representative and his supervisor became the face of the company. The failure of these people to show concern can reflect on the entire company.

    It only takes one negative encounter with one person to spread like wildfire. She tells her family, friends and colleagues what happened. They tell people they know. If she posts on social media, no telling how many will see it. Not only do you have a potential PR crisis, but you risk losing prospects, customers and revenue.

    Communication works two ways. It can promote great reputations or spread bad ones.

    So, whether ordering a phone, trying to leave a voicemail or dispute a charge, remember communication is a two-way street. It requires a speaker and a listener. Either one can be misunderstood.

    Sometimes you are at fault. Other times, even if we hate to admit it, maybe it’s me.

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  • feedwordpress 21:33:01 on 2019/12/11 Permalink
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    Quick Tip #94: Eliminating Filler Words 


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    Nothing will shoot your credibility faster than peppering your speech with fillers. Words like um, uh, just, ya know, kind of or so can make you sound unsure of yourself. Learn how to eliminate fillers in this quick tip video.

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