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  • feedwordpress 20:39:21 on 2018/12/18 Permalink
    Tags: , Karen Friedman, satisfaction,   

    Lessons Learned at UPS: Keep Calm and Carry On 

    2:11 p.m.

    I went to the UPS office to ship a small package before 3:00 p.m. which was the last pick up of the day. One woman was being waited on and there were two other people in front of me. However, the counter clerk appeared efficient, so I assumed the line would move quickly.

    Assumptions can be dangerous.

    The woman being waited on said she didn’t want to send her package through UPS. She just wanted to know what it would cost so she could compare it to other services. The employee was trying to determine a price but needed to enter information into the computer to be accurate. She didn’t have the information he needed and became irritated at him. Still trying to help her, he Facetimed with his supervisor. The supervisor couldn’t fix it, so he called a technician who promised to be at the store within ten minutes.

    At this point, the woman chastised the employee, said she didn’t understand why he couldn’t understand what she was saying and stormed out of the store.

    2:31 p.m.

    Next customer. This man gave the UPS clerk a package sealed in a United States Postal Service (USPS) envelope. The clerk explained that it couldn’t be sent in a USPS envelope from a UPS office as they were two different organizations. Clearly irritated, he began to give the worker a hard time. Once again, calm, polite and patient, the UPS man tried to find a solution and asked the customer if he had ever sent anything from UPS before. This way, he explained, he could look the account up in the computer and see what he could do. The customer responded, “let’s just pretend I have.” More explaining from the clerk. More defiance from the customer.

    2:50 p.m.

    Enter the UPS delivery man. He came to collect packages for his final pick up of the day. The woman in front of me interrupted the man in front of her to ask the clerk if she could get her package onto the truck. I said I had also come early to make sure my package went out today.

    The defiant customer turned toward me and exclaimed “are you blaming me for the delay?” Not wanting to end up as a post on social media that might go viral, I calmly said I wasn’t blaming anyone and just wanted to get my package out. The insolent customer muttered something to the clerk and stormed out of the store. The clerk thanked her for coming.

    Two down. One to go.

    3:04 p.m.

    The woman in front of me was returning a pair of shoes. Easy. I’d be waited on in no time. So, I thought. She originally purchased the shoes in a size 7 she told the clerk. Those were too small she continued, so she ordered them in an 8. They were shipped to her boyfriend’s house in another state, but her boyfriend broke up with her. She thought he loved her, but it turned out he has mental problems. He’s a mental health counselor, but in her opinion, he is the one who needs counseling. Anyway, she continued explaining to the UPS person behind the counter, she’s returning the size 8 because she thinks they are too big, but she’s not sure. They fit correctly at the toe, but her heels kept popping out. She wants to make sure that the return package shows her address and not the ex-boyfriend’s address.

    3:12 p.m.

    She also wrote a note explaining the situation that she’s included in the package. Would he like to hear it? Well, she’ll read it to him to see what he thinks. When she was done, she asked him if he thought it sounded okay. He nodded.

    At this point, I wasn’t sure whether I was really awake, or I was having a bad dream.

    3:22 p.m.

    The delivery driver returns. The shoe woman leaves. My turn. The clerk asks me if I’ve ever shipped from UPS before. I reply, “let’s pretend I have.” Not understanding my attempt at humor, I provided the information he needed, and he quickly completed the transaction.

    3:29 p.m.

    More than one hour later, I finally leave the store.

    Talking does not equal communication. Yet, many of us provide too many details, tend to over-explain, send long wordy emails and deliver hour long presentations that could have been presented in fifteen minutes. The results, especially at work, could be significant.

    If you’re not fully attentive, you may miss an email with important information. If you’re too busy talking and not listening, you may botch an important deal. If you’re too long winded, you could blow a job interview because you’re rambling, instead of making key points. Besides, according to author Joseph McCormack, our brains can’t handle it.

    McCormack says the human brain has the capacity to absorb 750 words per minute, but the average person can only speak 150 words per minute. That means an extra 600 words are floating around in there which gives us more time to tune out and get bored. So, if we’re chastising a worker, babbling to a clerk or taking too long to get to the point, chances are that person isn’t really hearing us.

    What’s the fix?

    Time Testing

    In our programs, we challenge people to present information in different time increments. For example, if their presentation is thirty minutes, we ask them to deliver it in thirty, twenty and even ten minutes. The results are typically astounding. Speakers start honing in on what’s important, eliminate unnecessary details and command attention for longer periods of time.

    Hit the Headline

    Since attention spans start dwindling after ten seconds, it’s important to grab attention as soon as you speak. Like a great headline that draws you in, your first few words should do the same. Make your most important point as soon as you start talking.

    Preparation

    There are many reasons people ramble including nerves, trying to impress and being unsure of how to draw others out. In business however, we observe the lack of preparation techniques. That’s not to say people don’t prepare. They do. But, instead of trying to cram ten pounds of information into a two-pound bag, learning how to effectively use message models will help even the most seasoned presenters condense information.

    Back to the UPS office. Perhaps the real communication lesson learned is from the UPS clerk. Attentive, calm, resourceful and patient. He was also outwardly non-judgmental, which is difficult when people appear hostile. He showed us that it’s important to take all kinds of communication seriously, but not personally. He barely talked. He just listened, which signals he understood their frustration even if he couldn’t fix the problem to their satisfaction.

     
  • feedwordpress 15:59:24 on 2018/12/05 Permalink
    Tags: , Karen Friedman, , , story   

    Quick Tip #83: Opens and Closes 

    Nailing your opens and closes will help you turn boring talks into brilliant ones. Learn how and why so you can engage listeners and command attention.

     

     
  • feedwordpress 20:51:00 on 2018/10/14 Permalink
    Tags: , , Karen Friedman, ,   

    Quick Tip #82: Power of the Pause 

    The PAUSE is one of the most powerful tools in your speaking toolbox. Learning to pause when speaking can change the way you are heard and perceived.

     
  • feedwordpress 14:30:46 on 2018/08/07 Permalink
    Tags: , , , Karen Friedman, , ,   

    Quick Tip #80: Mix it Up 


    Turn boring talks and presentations into brilliant ones by learning how to mix up the energy along the way!

     
  • feedwordpress 03:09:45 on 2018/08/02 Permalink
    Tags: , Karen Friedman,   

    Staying Present in the Moment 

    It was early January and everyone in my family was sick. It was that awful coughing, sneezing, wheezing respiratory wipe you out type sick. In my case, it seemed all I could do was sleep. No matter how much sleep I got, I needed more. I would sleep twelve hours and then need to take a nap.

    I started to worry about myself, but everyone around me kept telling me to listen to my body. It had been an emotional and stressful time as my father had just died. My mother was staying with us. People were constantly in the house paying their condolences and there were a lot of details to attend to.

    I decided to heed the advice and give myself a break. So, I slept and slept and slept some more. I felt a little better, but the fatigue hung on. I told myself it would just take time.

    Fast forward to about ten days later. My husband and I were invited to a surprise birthday party for a close friend. I still wasn’t feeling well but didn’t want to miss it. I said we would just stay for a little while and I would take a couple of Tylenol before we left. As I was about to pop the pills into my mouth, I burst out laughing and said to my husband “I am such an idiot”.

    Without knowing it, I had been taking Tylenol PM on and off all day every day for about ten days. Thinking it was regular Tylenol, I would simply open the bottle without looking at it and pop the medicine in my mouth.

    It made me wonder, like absentmindedly reaching for Tylenol, how often do we just go through the motions without really paying attention? Our children might chatter on about something that happened at school, but we don’t really hear them. You’re on the phone with a friend, but don’t remember what they said because you were cooking dinner or checking tomorrow’s weather forecast.

    Blame it on multi-tasking, technology or having a long to-do list that challenges our concentration. According to a Harvard University study, it’s a serious problem. The study says almost half of our waking hours are spent not living in the moment. Maybe, it’s not that big of big of a deal. After all, we all get distracted without grave consequences. But, what if I had fallen asleep at the wheel? What if paying attention to a conversation could have shed light on a serious problem that might have been prevented?

    That’s why I now think of the PM in Tylenol as an acronym for ‘present moment’. How can we be more present, so we stay more emotionally connected to others and fully appreciate the now?

    Perhaps the best lessons can be learned from mindfulness such as yoga and meditation where you focus on your senses, so you are physically, spiritually and mentally connected to the moment. While we can’t always drop everything to practice mindfulness, there are a few things we can do to become more present.

    Start with your phone. Studies say even if you turn it to silent and place it face down, it is still difficult to resist the urge to check it. If you want to be fully present with family or friends, you might want to consider putting it where you can’t see it, so you don’t use it.

    Single Task. How often do you eat while answering e-mails or run the treadmill while reviewing an important presentation you’re delivering at work later that day? I do it all the time and should stop. If we focus on one task at a time, we will begin enjoying what we’re doing that much more.

    Do nothing. When you’re working, raising a family and trying to juggle it all, it seems as if there are not enough hours in the day, so doing nothing does not seem like an option. Yet, if you take a few minutes out of your day to sit down, be silent and focus on your breathing, you will teach yourself how to slow down and savor the moment.

    Take a walk. Sometimes a change of scenery is the best medicine you can ask for. A brief break such as enjoying nature can rejuvenate you.

    Mind the music. Turn on your favorite music and close your eyes. Even immersing yourself in one song can ease tension and help you relax.

    You don’t have to be a mindfulness expert to apply these present moment tips. Think about things you like to do and focus on that one thing when you’re doing it. It might be playing tennis, reading a great book, watching a movie, writing an article or eating a hot fudge sundae. When you’re doing it, you’re not thinking about being present. You just are.

    Thanks to my Tylenol PM experience, I am trying to be more mindful of slowing down and not just going through the motions. For starters, I marked that bottle with big black letters that say PM, so I don’t make the same mistake again. Sleeping through a week of my life reminded me that when we don’t work at being present, we may inadvertently slumber some of life’s important moments.

     
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