Who Has Leadership Potential?
Proactively identifying people in your organization that have leadership qualities helps the organization stay agile in the event that some leaders will retire, give notice, or abruptly leave. Chances are some of the high performers on your team are also aspiring leaders waiting for the right opportunity.
World Class Service Requires a Plan
To be a successful organization and ensure customers have the best experience, it can be useful to view your organization from a customer’s point of view. The quality of service received while interacting with an organization is what brings customers back to organizations.
Problematic coworkers initiate conflict
While working with other people it’s not uncommon to encounter a difficult colleague. The better prepared we are to handle situations with difficult coworkers, the happier and more productive we will be at work. Use this video clip to practice responding to a difficult coworker.
Call It How You See It
Values and standards of behavior are essential to high performing organizations. They only work when respected by all team members. Having conversations with a colleague you feel has violated your organization's values is one way to assure everyone stays on course and their is continuous respect of standards.
How can you inspire customer loyalty?
More and more organizations have been making it a priority to increase connection and invite customers to take an inside look. Why? Because increasing transparency between an organization and its customers build trust and credibility increasing customer loyalty.
Build positive and productive thinking
The way leaders construct questions will either open or narrow minds. To get more of what we want out of our teams and increase positive outcomes, it is important for leaders to ask questions that encourage high levels of reflection and creative thinking.
Motivate Colleagues to Grow & Improve
Moments to provide feedback aren't limited to leader-employee interactions, oftentimes it's necessary to deliver feedback to colleagues while working together. In this video, Mandy and Tatiana meet to discuss a project and engage in a collaborative feedback conversation with a positive outcome.
"Here's what you should do..."
On the surface giving feedback seems simple; just tell someone what they did wrong and how to fix it. The problem is this type of constructive criticism rarely inspires improvement. The way we provide feedback makes a difference in how people receive and act on the feedback.
Does your organization open up on social media?
People use social media to connect with others and stimulate conversations. In time, organizations have recognized the many benefits of using social media to humanize their brand and connect with their communities. Why should your organization consider using social media to increase transparency?
It's time for a change
Approaching a conversation with a low performer is probably not your favorite task. However, ignoring bad behavior or performance will negatively impact others in the organization. Address the situation quickly and effectively using this guide to keep the rest of your team focused on achieving results.
Refocus the Conversation
As leaders conduct monthly meetings and regular check-ins with the employees that report to them, it may become apparent that some individuals are more difficult than others. If you find yourself dealing with an employee who frequently guides meetings to an unproductive place, anticipate this behavior and develop a plan to refocus the conversation.
How Do Organizations Succeed Through Difficult Times?
Resilient organizations are able to improve faster because they place emphasis on and build disciplined routines around people, service, and alignment. To cultivate a culture of resilience leaders align people to goals, take time to routinely reflect, and communicate transparently with all stakeholders.
Positively Improve Performance
Think about the last time you received constructive criticism. Did it actually prompt you to change your behavior? Maybe not. Yet we know learning new skills and improving performance is something our peers and direct reports desire. The key is to reshape your feedback conversations to focus on achieving a positive outcome together.
Jump All-In to Improve
After implementing improvement science, many leaders find themselves wondering if they are, in fact, making any improvements and find it difficult to define and sustain progress. In this podcast episode, Superintendent Ryan Carpenter discusses why his team made a commitment to adopt a continuous improvement mindset and tips for implementing an Evidence-Based Leadership℠ framework across the school system.
Keep standards at the forefront
While the ultimate goal is for standards of service excellence to walk the halls and not just live on the walls, visually displaying standards builds awareness of what is expected. This example from the School District of Menomonee Falls is a visual representation found in every building and office. The image is also incorporated in slide decks for training sessions, district updates, and on the website.
Define What Excellent Service Means
When we ask our teams to deliver excellent service, it’s important to explain what “excellent service” means for your organization. To build on the explanation and increase the understanding and delivery of service that goes above and beyond, employees benefit from ongoing communication about standards of service.
Give People a Reason to Return
Excellent service doesn’t happen by accident. Service excellence is deeply rooted in the culture and values of organizations that outperform their competitors. When organization’s prioritize service excellence as a core value, they ensure it’s infused in everything they do.
Reduce turn-over by asking the right questions.
Learning the culture of the organization and how to be a successful member of the culture can be a difficult path to navigate for new employees. The 30-Day and 90-Day Conversations help us build trust and develop a strong relationship with our new hires. Create consistency by following these general implementation guidelines.
How do you move an elephant?
Building connections with the work and people in an organization inspires team members to achieve the mission. An effective approach to guiding behavior and building meaningful connections is to recognize individuals for displaying the characteristics and actions that will move the team to success.
Reacting too fast?
Have you ever found yourself regretting an answer, reaction, or outburst? Have you ever sent an email you wished you could get back? Learning to pause, gain a new perspective, and learn about the process can help leaders regulate their emotions, make better decisions, and respond to difficult situations in a positive way.
What Does it Mean to be Authentic?
As a leader, authenticity increases the likelihood that those we lead will believe us and follow our requests. Becoming an authentic leader is not necessarily easy, but the concept is simple. During this episode, Janet connects to the foundation of authenticity: self-awareness. She offers 6 actions to practice if you want to become an authentic leader.
Only You Can Stop It
We will have days when we face challenges, obstacles, and we may even choose to feel like the world is against us or we don't control what's happening to us. Facing up and down moments in our career is inevitable. How you choose to deal with those moments will affect your relationships, productivity, and future opportunities.
3 Things to Consider About Giving and Receiving Feedback
Receiving feedback is an emotional experience. It’s often difficult to take in. Whether the feedback is positive or negative, we humans are quick to respond emotionally, sometimes overreacting, even to the point of denying the accuracy of our data. How can we strengthen the use of feedback to help us improve?
Check Your Burnout Level
Many successful, hardworking Americans experience burnout more than once during their careers, even people who are passionate about what they do. High performers can be obsessed with achieving excellence and exceeding results to the point of exhaustion. Begin reducing stress by taking small steps to prevent overload burnout.
Communicate Decisions by Connecting the Mind and the Heart
Nothing stays the same. In fact, if we keep doing things the same way we’ve always done them, it’s likely our performance will decline. Change is the only constant in our organizations and in life, and for most, change is uncomfortable. Here are 3 leadership characteristics necessary for managing continuously changing organizations.
Address Employee Needs & Ideas
When an employee reveals a needed resource, barrier to a process, or an idea for improvement, leaders have the responsibility to act on that information. Following-up and following-through after conversations or receiving feedback from employees builds trust and increases engagement and productivity. For this leadership challenge, determine follow-up actions to take as the leader after each leader connection scenario.
Engage Teams While Improving Processes
One of a leader’s greatest responsibilities is to ensure teams are engaged and productive. People are motivated to increase productivity when leaders take time to get to know them personally, make them feel comfortable, and help remove barriers in the workplace.
Let Service Standards Lead the Way
In this video, Dan explains how his human resources and leadership teams use their standards of service in their hiring and evaluations. When we use the standards of service excellence to evaluate potential candidates, we are more likely to hire a person aligned with our culture and committed to our values.
Are Your Employees Excited to Get to Work?
Disengaged employees cost the American economy billions per year in lost productivity. Employees can become disengaged when they're made to feel like they're not listened too, valued, or appreciated. To keep people engaged, leaders must remind them of the meaningful outcomes they help to create.