Posts Tagged ‘communication skills’

Have you ever stopped and really listened to your customer?

usavballThis past fall I had the opportunity to train on human behavior for the USA Volleyball Board and Club Directors.  Though I knew the topic of my presentation and the content I would be training, it’s what I didn’t know prior to arriving in Denver, CO that made the difference.

Since I checked in the night before and wasn’t presenting until late morning, I asked to sit in on their meetings regarding some difficult policy changes and the implementation that needed to take place.  When you understand the model of human behavior and you listen during a meeting like this, every personality pops off the page.

  • The D (Dominant) personalities had the goals and targets established and the teams setup to start the implementation.
  • The I (Inspiring) personalities were up front sharing about the PowerPoints they already created and the excitement they have to share the message.
  • The S (Supportive) personalities were patiently waiting quietly to hear what the final outcome is and then they will do what is asked of them.
  • The C (Cautious) personalities waited to hear the facts of the policies and the strategy for implementation.  With an estimated 30 min. left in the meeting, they started asking excellent questions for next hour concerned about the liability of the new policies and if the proper processes had been followed.

For our organizations/companies to succeed, we need teams made up of the full model of human behavior so each of our strengths can be a benefit.

Give time and energy to those who are hungry to learn

When was the last time you were on a college campus other than when you attended or went to a sporting event?  How can you assist you local college or university to provide their students real life examples of the workplace environment, interviewing preparation, important skills, etc.?

Arkansas Tech University’s College of Business recently held a morning session inviting professionals with varied backgrounds from around the state to share their insights on the job marketplace.  I was one of two business owners on the panel, but the only way that gets paid to talk for a couple hours back to back.  The students were inspired by one of their alumni who graduated within the last two years, started a website programming company, sold it to a local business and now runs it within that company.  Hard work and determination paid for him early in his career.

During the Q & A session, I challenged the students to find a mentor, both personal and professional.  But most importantly, they need to be open to the mentors suggestions.  It is never easy to receive feedback or wisdom from someone else when you mind is made up, so they will need to stay open-minded and absorb the knowledge from this individual.

Make time to look for opportunities to give back in your community.  Help others find a way to succeed.

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How are you Wired?

Here’s a great collection of pics from the IL PTA State Convention.  What a fun group to train on communication and human behavior.

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How Do You Help Businesses/Organizations Improve?

Oftentimes, you will hear the word “excellence” in the mission or motto of an organization.  What is your role as the consumer to help them to achieve the excellence they desire?  Simply provide constructive feedback both positive and negative. No one improves or keeps doing the right things consistently unless they hear back from those they serve.

Recently, I have had a  challenge with an organization that I paid for service to be provided.  I was not satisfied with how they delivered the service nor with the outcome of the service.  As I evaluated the situation, I was informed their is a process in place to appeal the outcome and to request a refund.  What have I learned from taking part in this process?

1.  No one cares more about your situation and your challenges than you do.

2. Employers need to realize that when they allow their front-line employees to be part of the appeal process, that employee may not be well versed to communicate effectively with the customer.

3.  If an appeal process is available to the customer, the organization should provide a timeline regarding when they will respond and the steps available to the consumer so that delays do not occur.

4. It’s okay to talk by phone, but it is best to receive and communicate in writing so that you have proof and documentation.

5.  It is okay to be direct, but try your best not to get angry with the person to whom you are speaking.  If they cannot resolve your issue, ask for the next person in the chain of command.   Do not forget to do #4.  Document, document, document.

As I write this post, my story has not finished, but because of the amount of documentation over 1.5 months, the timeline I was able to provide the organization about their appeal process should help them improve towards their goal of “excellence.”

Leaders can always be BETTER Communicators and should be the BEST

hoavbThis past weekend, I was brought in for the Heart of America Volleyball Region meeting.  This was a meeting designed around discussing the latest rules changes and new policies coming down from the national association.  As you might expect, that could be a very long meeting.  I promise you, the first portion of the meeting had passion and energy as we did a full room breakout regarding the model of human behavior to discover the strengths and weaknesses to improve leadership and communication.  While it wasn’t a long session, all the attendees actively participated to fully understand how they could be more effective.

Engaging the Future Business Leaders of America

What do you do with a group of 700+ high school students in the same room?  Get them involved in the learning process by experiencing the model of human behavior in breakout groups.  This was a great bunch of students!

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Har-Ber High 122

Of course it helps to be an effective speaker while standing on a chair for a stage.

Har-Ber High 123

 

 

People are ALWAYS part of the Equation

Quick pic with the TX CERT conf organizer Julie. Had the opportunity to keynote for this group of volunteer leaders and staff emergency responders/educators. Effective communication is critical because people are ALWAYS part of the equation.

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Make sure your Local Market knows about YOU!

Famous Joke:  What’s the difference between a sales rep and a consultant?  A consultant travels for a couple of hours and carries a briefcase.

Because most of my presentations are out-of-state and with large organizations, I often feel like I am neglecting my opportunities to speak in my own backyard.  I thought I would do a little local advertising/marketing to smaller employers with our social media group nwaonline.com  and their promo NWA Deal Piggy.  Checkout my ad.

Deal Piggy HA blog

Development: the act or process of developing; growth; progress

So often, I am one of a few professional presenters when I am brought in to a conference or convention. (Professional = someone who gets paid)  Recently, I had the opportunity to be part of a slate of presenters at an association’s convention.  Not only did this association provide quality information to train and develop their attendees, it gave us as speakers the ability to learn and observe our peers.

It is rare that we have the opportunity listen to other speakers.  When you are the training/consulting company, the road can be lonely at times.  You fly in fly out within 24 hours.  The destination may have been luxurious, but all you see is the inside of your hotel room the first night, the podium and sound booth in the morning and you present later that day.  Most likely you are catching a flight out that night to your next destination.

Take advantage of learning something new by listening to the audio recordings from this conference on the Soar with Eagles site.

Breakout Sessions

Keynotes

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Your presentation was what everyone was raving about every chance they could!

Julie Martinez, Texas Citizen Corps Manager, Annual Texas Unites Conference

“I had seen you speak at another conference and personally asked to get you to our conference. I wanted my attendees to experience firsthand what a true professional presenter was about. You sir, have set the bar way high for future conferences.

I only wish I could have personally stayed in the room to see what all the hoopla was about. I kid you not, attendees took every opportunity to tell me about how your session was by far the best they had been to at any conference. I would definitely love to have you come to every conference and wow them all the same.”

txcitizen corp

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