Workplace Communication: A Fitness Lesson

In an exercise class, the role of the instructor is very important. Not only does that person need to tell people what to do but they also need to make sure that the group stays on task.

Recently in a spinning class, the instructor had everyone doing jumps on a count of eight.  So you'd be seated for eight and then stand and climb for a count of eight.  This would repeat for the length of a song.

Everything was going well until the instructor had to briefly leave the room.  Suddenly, the group, which had been perfectly coordinated, now was out of step.  As time passed, the situation continued to get worse.  No one was on the same count anymore and you could tell that people were becoming frustrated and confused.  All of this from just not being able to do things according to a count of eight.

In the business world, making sure that instructions and procedures are followed can carry a higher price than just breaking a sweat.  Employees like to know what they are supposed to do but they also need to be occasionally assured that they are performing up to expectations.

When was the last time, you restated the importance of a goal or the reason why a procedure needs to be followed a certain way? If you're not doing this, don't be surprised to find out that your team has started to make changes in the way things are done. Sometimes these changes may be for the better.  But without your oversight, these changes could undermine your brand, your customer service, and ultimately your bottom line.

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Reputations & Perceptions

Magic Words for Retail

In my TV news days, I did a lot of stories about holiday shopping. (One year my holiday meal consisted of a order of natchos shared in a smelly live truck but that's a story for another day.)

I remember well an interview I did with a Target Team Leader (otherwise known as store manager).  I asked him what the key was for a good holiday season.  His response: Keep the shelves stocked and the floors clean.

While I'm sure there were other elements involved in planning a successful holiday season like loss leaders, staffing, and store hours, I thought it was great that the company plan could be boiled down into one sentence.

How many of us can do the same in our business?  And if we can't, why not?  Sometimes a simple message or mission is the best way to communicate your vision to your team so that everyone can enjoy mutual success.

Why Many Leaders Fail...

Whether you're the CEO or a supervisor, how effective is your leadership style? When asked that question, many leaders will respond by saying something like, "I know that I'm a tough boss. That's my style and I'm sticking to it" or "I'm a people person and I get the most out of my staff by being understanding."

In both examples, the leaders could be making a mistake. Too often a leadership style is only seen as being about the leaders and not the employee. Employees are seen as needing to be "broken," like a horse, to a particular style. When people don't change in the desired way, a lot of time is spent on trying to fix them.

Instead you may find it more effective to ask yourself whether your leadership techniques are getting you the results that you want. If ruling with an iron fist isn't working then try a few more pats on the back. And vice versa. Keep in mind that this process is not about you but rather it's about generating a positive outcome. As a leader it can be very easy to lose sight of this and instead take staff performance personally. That kind of thinking can create a very antagonistic situation and can isolate you from your team.

College football coaches change their leadership styles all the time. They can't be as demanding of a freshman heavy squad as they would if their team is full of experienced seniors. But in both cases, the ultimate goal is winning the game and getting the most out of the team.

In a perfect world, leaders would be able to install a staff that perfectly fits their style. But most of the time, you inherit employees and you become a part of their existing work culture. In the past, those who didn't fit your style would eventually leave the organization for a better environment. It's a different story in today's economy, where downsizing and cutbacks have people staying in their current jobs because they don't have anywhere else to go.

Isn't it better to focus on maximizing the talents of the team you have in place? Adjusting your style to fit their needs will not only boost productivity but save you from the hassle and expense of hiring and training someone new.

Should Lance Armstrong Be Worried?

As a cancer survivor, I've proudly worn a LiveStrong bracelet since they first came out in 2004. I admire the work Lance Armstrong and his foundation have done to raise more funds for cancer research as well give those dealing with cancer a chance to come together as a community, both online and in person. More than 70 million of the wrist bands have been sold. It truly was the start of a movement that has take on a life of its own.

So it's been with great surprise that during the past year I've been asked the same question by many who point at the bracelet and say, "Hey, what is that about?" When I explain what it is and what it means, some people remember what I'm talking about. But a lot seem totally surprised that such a program exists.

While the bracelets probably peaked in popularity back in 2004 or 2005, they are still worn by a lot of people today. Perhaps those who don't know what they are have been fortunate enough to have never been touched by cancer. At the same time, I have an awareness of a lot of things in our culture (like Hannah Montana and the Jonas Brothers) that really don't interest or appeal to me.

And it worries me if they learned about LiveStrong years ago and have since forgotten about it. Has our culture developed such a short attention span that we forget significant branding and slogans in the space of five years? Perhaps what bothers me most is the idea that awareness of cancer as a problem may be fading at a time when it is still affecting countless people.

Do You Believe Your Limiting Beliefs?

Recently I came across a plot synopsis for the next (yes, next) Rambo movie. Apparently the Sylvester Stallone character will battle some kind of monster in this installment.

I've never seen a Rambo movie but I am aware of them. Upon seeing news of the upcoming film, I found myself saying, "But that's not Rambo. He doesn't fight monsters. He battle terrorists, communists, and other bad guys."

Then I realized that my thought process might be a bit limiting. After all, Rambo is a totally fictional creation. The idea of such a super-soldier is not based in reality so why should it matter who he's up against. If it were George Washington fighting aliens, instead of the British, then I might have a problem (Actually, call my agent...). But when it comes to Rambo, it's all make believe.

Every day we walk around with a set of beliefs that may be based on the strangest things. Beliefs can be good things as they can help protect us from certain unpleasant situations: Like believing it might not be a good idea to walk around by yourself late at night in a dangerous part of town. But they can also put a box around you that limits your experiences. As a professional speaker, I often meet people who continue to follow a routine because they believe it's the right thing, even if they are unhappy with the results they're experiencing.

Take a moment to consider some of your beliefs and decide whether they might need some exploring. If anything, you might receive affirmation that what you think is correct. But you might also open your mind to new possibilities.

The Gas Can Mystery... Jumping To Conclusions

Today I saw a truck pulling a trailer make a left turn. The trailer was filled with all sorts of gas powered landscaping tools. It’s a familiar sight in South Florida but then something unexpected happened. As the trailer was turning, a large can of gasoline fell off the truck and landed in the intersection. I’m guessing that it hadn’t been tied down properly.

The truck continued to drive down the road, the driver unaware of what just happened. There was no way to signal him.

Now I can only guess what happened next. The landscaping crew will likely arrive at their destination and discover they have either no gas or not enough. This will likely lead them to some conclusions:

The gas tank was stolen.
The tank was filled but left at the gas station.
The tank fell out of the truck.

If it was me, I’d probably think the first two were the most obvious choices and the last was unlikely because it’s seems hard to imagine. I might act act on the first two theories and blame someone or myself for something that didn’t happen.

Every day in the workplace we come to a lot of conclusions even though they may be based on a small amount of data. Those decisions can be colored by our attitudes and experiences. But sometimes, the unlikely is the actual occurance.

Can Ten Be Better Than Five?

The Academy of Motion Pictures and Sciences has announced that next year's Oscars will feature 10 nominated films for Best Picture. For more than 60 years, five movies have battled it out for the top honor. For more on the announcement, follow this link.

In some ways the move makes sense as it could give a foreign or animated film a chance to compete for the honor. In the past, many of those have been squeezed out of contention. The change also gives studios more films they can promote as being nominated for the top prize.

I think the downside could be how the extra nominees could affect the running time of the awards show. There are always complaints about the long show (no such thing as a fast musical number or tributes to the recently deceased) and every year it seems the Academy tries to do something new to shorten it. I can't imagine how introducing ten films could take less time than five. I'm sure the company that employees people to sit in the seats of those who are going to the bathroom are thrilled with the announcement.

Perhaps the challenge of a longer show could be solved by limiting Oscar winners to Twitter length acceptance speeches. Of course then the walk to the podium would likely be shorter than the actual speech!

The announcement may also fast track the production of my long discussed Mafia vs. Aliens motion picture.

Police Action

I recently had to have my fingerprints taken by law enforcement as part of a background check. I was told of several area police stations where I could have this done. I went to one that's close to where I live. It's in a small community.

When I arrived I was told that the department could normally take my prints but could not do it this week due to remodeling in the area where procedure happens. For a moment I was tempted to ask what would happen this week if a suspected criminal was brought in? I imagine he or she might receive some immediate service.

I was also tempted to enquire if there was some minor infraction I could commit so I could receive some red carpet treatment and have the prints taken right away. But since the purpose of the fingerprinting is to show that I don't have a criminal record, I decided it would be easier to go to another police department rather than start life of crime.

The situation got me to thinking about how often we give the best service to our worst customers. While they may not have broken any laws, it can be easy to spend the most time with the people who complain the most or the loudest. This should be a concern if it takes away from serving your good customers (or law abiding citizens). In the case of law enforcement, it's probably a good thing for them to be focused on, "the bad guys." But for your business that kind of service could be a crime against profitability.

Cronkite Visit Remembered

I've heard the reports of Walter Cronkite's fading health and that took me on a trip down memory lane. As a senior in college I had a chance to meet him, when he visited one of my broadcasting classes (note the groovy shirt I'm wearing in the photo). At Arizona State University, the Journalism School is named after Cronkite. Every year, he would make an annual visit to the school and interact with students.

The first thing I noticed was that he wasn't as tall as I imagined. I'd put him at about 5'9". It's funny how you tend to think that people who are on TV are taller than they are. He also had very rosy cheeks. Cronkite was a great storyteller and entertained us with lots of tales from his journalism career. I'm sure he had told these stories many times but the material seemed fresh, a skill I strive for as a professional speaker.

When asked about the state of journalism (in the early 1990s), he seemed very impressed by the technological advances that made it possible to have worldwide coverage. He didn't say anything negative about CBS News although years later he wrote how he was upset that he wasn't used more as a senior correspondent. But on that day, there was no bashing of CBS or the competition.

As a viewer, I have some memories of him anchoring the news, although I was pretty young. I can appreciate the contributions he made to our knowledge of our world at a time when information was much harder to come by. His was a comforting presence in a changing world.

This Food Stinks...

Do you find yourself doing the same things every day, even though you may be experiencing diminished returns? In this clip from my presentation, "Stop Crying In Your Cubicle," I talk about this common problem that many face at home and work. The clip is audio taken from the talk. The hand drawn animation slides are all my own (Pixar can sleep soundly at night).



(If you can't see the video, go to: http://tinyurl.com/ksktsd )

My title, "Stop Crying In Your Cubicle," comes from a recent survey that found that roughly 1 our of 4 workers are so stressed out at work, that they routinely cry on the job. There's a better way....

Don’t Treat Your Customers Like Gym Members

Imagine that you go to look at a gym. You’re taken around by staff, shown all of the great features, and are made to feel special. They you sign up and before long you notice that something has changed in the relationship. You’re surprised to realize that once you sign on the dotted line, the gym doesn’t care about you.

While this isn’t true for all fitness facilities, most are based on a business model that’s all about getting new customers. They want to sign you up, get any initiation fee, and take your dues every month. The gym would love it if you stopped coming but kept paying your membership.

You’re never asked for your opinion or suggestions for the facility. As a loyal customer, you never receive any special treatment. Management doesn’t care if equipment gets worn down or the locker rooms aren’t as clean as they used to be. They’re happy to take your money every month and they’re betting that you won’t leave. Why do you stay? Because getting out of your contract is a complicated process, you still want to make good on your fitness commitment, and there’s no other gyms nearby.

That is until a new gym opens in town. Then you start to see a mass exodus to the new place. Suddenly you may see the old gym get a bit of a facelift with things like balloons. New membership offers will be promoted as a way to pull in more more members. But as a current member, you’re not getting anything new or better out of the situation. So why should you stay?

A lot of businesses treat their customers like gym members. Don’t forget the people who helped make your business what it is and instead only focus on getting new customers. People will stay loyal to a place that they feel cares about them. But if you take them for granted, they’ll run to the next new thing in town.

When was the last time you reached out to a longtime customer and told them that they are appreciated? Do you ever go to them for advice or guidance? Do you communicate with them about exciting products and services that are coming in the future or is your only contact with them, a monthly bill?

In this economy, relationships matter more than ever. If you treat your customers like a dumbbell, then don’t be surprised if they drop you.

Change At Hand...

A lot of people talk about making positive changes in their personal or professional lives but things never get beyond the, "wishing," stage. In some cases the problem is that you've become too comfortable with the status quo. Perhaps your "change muscles" have gotten a bit flabby.

In this case it's good to try to stretch your ability to change in a small way before you take on a big challenge. This could be as simple as getting out of bed on the opposite side (provided it doesn't disrupt anyone who might be sleeping next to you), taking the stairs instead of the elevator, or going to bed 15 minutes earlier (do you know anyone who says they aren't tired). The goal is to introduce a new behavior and stick with it for a month. Many studies have found that it takes 30 days for something to be become a habit.

For me, a small change came courtesy of a pinched nerve in my right arm. This was one of those nagging injuries that takes a long time to heal. It was very painful for me to use my right hand for things like using a computer mouse. Since I have to use a computer a lot, I was miserable.

Then one day I realized something very important: I have two hands. Why not use my left hand to control the mouse. Sounds easy but it's a challenge when you're right handed. Even though I positioned the mouse near my left hand, at first I would reach across my body with my right hand to use it. While it took some getting used to, over time, my brain made the adjustment. Today my nerves are fully healed and I can use a mouse easily with both hands but mainly use my left one.

By successfully making a small change in my life, I feel more prepared for changes in the workplace or at home. Let's face it, workplace stress is usually tied to some kind of unexpected change. Sure, there will still be moments when you fear the unknown but you'll have the confidence in your ability to try and succeed at new things.

The Lessons of Dreams

At a recent writing class, I was told to come up with either the first or the last line of a short story. Here are a few I created:

With the taste of cheap wine and cheddar cheese still in her mouth, Susan realized that the party had no escape hatch.

Kyle was willing to surrender the much coveted right side of the bed to the woman of his dreams.

Never again would Fido destroy another couch cushion, Rebecca thought, as she marched the dog into the Korean restaurant.

I found this to be a fun exercise. But here's the catch: I was in the class in a dream. I've never been in this kind of class in real life. While asleep our brains can come up with some wonderful idea. The challenge is making sure that you capture them as soon as you wake up. Otherwise, they'll likely be forgotten during the day.

That's why I always try to have a pen and paper close to my bed, so if I think of something interesting while asleep, I can write it down ASAP. Some people do the same thing with tape recorders. The trick is to make sure that you can later interpret what you wrote down or said as you may not be entirely conscious when you make the note!

Presentation Preparation

When I deliver a speech, I want it to be informative, entertaining, and something people will continue to think about for days. Right now, I'm preparing for an upcoming presentation so I'm revisiting my material to see if it's still relevant. Lately, I've been adding a lot more elements about dealing with unexpected change. Our economy has provided a lot of it in the past year and I know it's produced a lot of anxiety. While I'm not an economist, I am an expert at taking a negative and turning it into a positive and I think audiences will appreciate my experience.

Next, I need to figure out the best way to convey the information. If all you talk about are facts and figures, you'll likely lose your audience very quickly. Facts are good but you need to mix them in with stories, quotes, and audience engagement exercises. It's all about creating a connection with the crowd, making sure they know that you've got something important to tell them.

And while a good speech appears effortless, a lot of practice goes into it before you say your first word to your audience. Here's a short video of my practicing just ten seconds of my hour long talk:

(If you can't see the clip, go to: http://www.youtube.com/watch?v=ZGG3CyxWbqM)

These ten seconds come about a minute into my talk and I want them to catch the audience's attention. I want them to know that my speech won't be like all of the others they've seen before.

When it comes together, a moment like this may seem spontaneous but actually is the product of hours of rehearsal. And it's worth every minute.

Do Not Mummify Yourself

You may remember a few months ago, I wrote about a funny sign I saw in the bathroom at a Disney Theme park. Now one of my friends has tipped me off to another unusual sign in the men's changing room at a gym (Ladies, I'm sure there are many fascinating signs to be found in your respective areas... feel free to forward them to me.).

The sign read: Due to the shortage of paper towels, patrons are asked not to use paper towels to dry off after a shower. You have been warned. Violators will be expelled from the gym.

As someone who's run a business, I can understand the frustration at seeing paper products disappear quickly. And yes, little costs can add up. But in the big picture, what does this sign say about the business? To me it reeks of poor management. If I was a customer there, I'd have an expectation of paper towels. I want them there when I need them. I don't want to be involved in the process of stocking or conserving them. That's the owner's responsibility.

To be more proactive, I would buy some towels and put up a sign that says: Forget your towel? Buy one at the front desk. In this instance you've provided a solution to a potential problem.

If there's a specific violator who walks through the gym wrapped like a mummy with paper towels then you have to decide whether you should tolerate the behavior or kick them out of the gym. But don't bore your other customers with the problem. An effective manager takes care of small problems and doesn't share them with the customer base. Save public pronouncements for the really big stuff.

Rye Me?

While I don't often use the phrase, "unfortunate bread experience," I had one recently, courtesy of a nearby grocery store. I had bought a loaf of wheat bread that made me stop chewing when I bit into it. The bread wasn't stale but rather tasted a lot less, "wheaty" than usual. It looked a bit pale too.

Shortly after my meal, I looked up the store online and sent in a customer communication. I mentioned that I had enjoyed the bread in the past, wondered if something had happened to change its receipe, and mentioned if the change was permanent, then I probably would not buy the product again.

The next day I received a reply to my email. I was asked to give some more information about the product and the store where I bought it. My concerns were acknowledged and I was also told that I would be sent a $3 coupon for anything in the store. While still disappointed about the bread, I was back to feeling like a satisfied customer.

This approach to customer service made me realize that it's not always about solving a problem but listening to the complaint. Most people just want to know that their concerns are being heard. The store didn't try to defend its product or suggest that my tastebuds were the problem. Instead the focus was on making sure that I would remain a customer in the future.

The Change of a Few Degrees

Recently I spent some time with family in Ohio. For me this was a bit of shock as I left near 80 degree highs for single digit temperatures. Another thing I noticed was how gray the frozen landscape was. Between cloudy skies and frozen earth, it looked as if the area had been bleached of color.

But after a few days, temperatures warmed up, hitting highs in the 40s. Almost magically, the landscape became more colorful. It was as if someone had taken out a box of crayons overnight and touched up the area. The grass was greener and even leaves seemed a little brighter.

Once again this was a reminder of the power of small changes. Very often it's hard to make a change in our lives because it seems that it will take too much time and too much energy. Instead focus on a little thing you can do today to put you a little closer to your goal. You might be surprised at what happens.

Dear Chrysler...Stop Thanking Me!

After the news that the Big 3 automakers will receive financial assistance from the federal government (meaning you and me), I was surprised to see Chrysler take out not one but two full page, color newspaper ads. The ads thanked America for its support. This isn't exactly a sign of thriftiness for a company that is teetering on the brink of extinction. Plus with newspaper readership falling, the message isn't seen by as many eyeballs as in the past.

The automaker could have used social media to more cheaply and effectively spread its message. It could have started up a blog detailing how it plans to reposition itself in the auto industry. Daily or weekly updates could do a lot of boost consumer confidence. It could have used YouTube to bring you the personal stories of the workers who have served the company for years. All of this could have been announced in a press release that could have been sent to the media and would have been reported on (free publicity). Chrysler could have even said that in the past we would have bought these expensive newspaper ads but it's a new time and we're using inexpensive ways to thank the American people.

This May Seem Silly, But....

Recently I had a chance to tour the Columbus Museum of Art. I give the facility high marks for a diverse collection, accessible parking, and amusing exhibits for children.

During my visit, I took some snapshots of some exhibits that impressed me. Later I stopped taking pictures when I was told by a docent that there was no photography allowed. As I view visiting a museum to visiting someone's home, I had no problem with following the "house rules."

Later I realized that no where in the museum did I see any signs or receive any instructions regarding photography. In my travels, I've become well accustomed to looking for a sign of a camera with the international "no" symbol. This got me to thinking that often we don't tell someone not to do something until after they've done it.

Let's take things a bit further because sometimes we tell people not to do something without telling them why they shouldn't. You see a sign that says, "Stay off the grass." While this may accomplish its purpose, it creates a bit of an adversarial situation. Suddenly, stepping on the grass is an act of defiance against rules or "the Man." However our attitudes and understanding of a sign will increase if we understand why we are asked to follow the directions. Instead of "Stay off the grass," perhaps we should say, "Stay off the grass so we all can enjoy this beautiful lawn." This way everyone has a share of ownership in the benefit of following the rules.

Rules + understanding = success.

Excessive Overkill

I enjoy going to my gym for a workout and taking the stationary bike classes known as spinning. They are held in a separate workout room. The room has a glass wall and can be looked into from the rest of the facility.

Spinning is a challenging workout and many people like to spin with the lights out. Light still shines in from outside but the darker conditions inside help you focus more on the exercise. Sometimes this meant that the room would have its lights off after the class.

Apparently this was a big concern for club management. The fear was that it would make it harder for them to show the spinning room to perspective members. Never mind the fact that the light switch is in the doorway.

So an electrician was hired to rewire the light switch. Now it is on a 60 minute timer, which is the maximum amount of time the lights can be out. The rest of the time, the lights are on.

To me, this is a classic example of over thinking a problem. A lot of money was spent to rewire a switch that could easily be turned on in about a second. I doubt that delay will keep people from joining the gym. Plus, at a time when energy conservation is popular, leaving the lights on in an room, that's empty for a good bit of the day, seems like a waste.