This week I was in Petaluma on assignment and went for lunch at a family restaurant.
A woman arrived and was seated a few booths from me. When her waiter came up, she berated him on the condition of the seat back on the booth that she sat in the last visit.
He said that several were broken.
She went on placing her order and complaining that they did not have cream in a pitcher and only in the small containers. When she was finished placing her order, she stopped the waiter and said, "Let me start again. How are you today? Is everything going okay?" After a short discussion she again placed her order.
How many times do we approach an employee, an associate or a friend and before greeting them begin with an order or complaint? In today's hurry up world, where verbal communication is at its worst, we need to back off and think about how we would like communication to begin when someone addresses us.
Take a moment to engage the person. Ask how they are or what's new or just extend a hand and say hello and nice to see you today..or how's the family or how is your son doing in college.
Make communication a personal issue. I knew a manager who used 5 pennies and two pockets to improve his skills. He started each morning with 5 pennies in his right pants pocket. In his walk around throughout the day, he greeted and talked to people and looked to observe someone performing their job well or doing someone correctly. He would then take to time to acknowledge this and thank them. Then, he would move the penny to the left pocket. His goal was to get all 5 pennies into the left pocket before the end of the day.
Soon this developed into a learned behavior for him and he spent more time looking for the good in people than the bad. His teams tried harder for him and he continued to have good success in his business.
Whatever you use to improve your verbal communication skills, remember to greet people politely and get to know them before you unload your problems on them.
And treat people as you would like to be treated!
Have a positive day,
Rudy
Saturday, January 24, 2009
Sunday, January 11, 2009
Leading the Generation after the next Generation
I was hiking today with my great-nephews (and they are terrific). They are 35 and 39 years YOUNGER than me. We chose hike #8 from the San Bernardino Mountain Trails book written by John W. Robinson.
The hike started at highway 18 and wound down towards the top of a smaller peak which has the arrowhead on the front. It is about a six mile hike with moderate elevation gain.
The challenge of the hike was not the distance, elevation gains or elevation. The challenge was to find the entrance to the trail which was overgrown and to stay on the trail because of brush that had filled the trail.
It gave me a chance to talk about life and the future and seeing the world with your eyes wide open. I led the way on the way down and talked about nature and the trails and switchbacks and how to read the trail to find your way through the sharp thorns and the sticky leaves and the loose rocks. I let them lead on the way back.
We talked about using the hike not just to strengthen your body, but also your mind.
The hike was very similar to the challenges we face in our personal and business lives.
When you set a goal and develop a plan in order to achieve it, you must execute the plan. In the process of executing, you will be faced with small rock slides, when someone has put an obstacle in your way. It could be a customer complaint or an employee issue or lack of funds. But, the leader that moves forward toward the goal is the one that never loses focus on the goal, even when something pops up with more immediate needs.
Look for the path that others have followed and achieved success. Most often the path to success is difficult to follow. It is important to teach our young people about the challenges that lie ahead and how to confront them in order to achieve their goals.
We have a great opportunity to shape the future leaders, sometimes one or two at a time. Take the time to make a difference in someones life and do it today.
Share your talents.
Rudy
The hike started at highway 18 and wound down towards the top of a smaller peak which has the arrowhead on the front. It is about a six mile hike with moderate elevation gain.
The challenge of the hike was not the distance, elevation gains or elevation. The challenge was to find the entrance to the trail which was overgrown and to stay on the trail because of brush that had filled the trail.
It gave me a chance to talk about life and the future and seeing the world with your eyes wide open. I led the way on the way down and talked about nature and the trails and switchbacks and how to read the trail to find your way through the sharp thorns and the sticky leaves and the loose rocks. I let them lead on the way back.
We talked about using the hike not just to strengthen your body, but also your mind.
The hike was very similar to the challenges we face in our personal and business lives.
When you set a goal and develop a plan in order to achieve it, you must execute the plan. In the process of executing, you will be faced with small rock slides, when someone has put an obstacle in your way. It could be a customer complaint or an employee issue or lack of funds. But, the leader that moves forward toward the goal is the one that never loses focus on the goal, even when something pops up with more immediate needs.
Look for the path that others have followed and achieved success. Most often the path to success is difficult to follow. It is important to teach our young people about the challenges that lie ahead and how to confront them in order to achieve their goals.
We have a great opportunity to shape the future leaders, sometimes one or two at a time. Take the time to make a difference in someones life and do it today.
Share your talents.
Rudy
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