Employee Engagement = Customer Engagement (and Higher Profits)</h1> <article> <h1>Employee Engagement = Customer Engagement (and Higher Profits)</h1> <p>David Grossman — Fri, 25 May 2012 15:30:00 GMT</p> <p>Studies link employee engagement to retention, productivity, profitability and customer engagement—all drivers of business results…</p> <p>So as you power down (and take off!) for the holiday weekend, take a look at how Southwest drives employee (and consumer) engagement in a fun way:</p> <p></p> <p><b><em>What fun ways do you engage your employees to foster customer engagement?</em></b></p> </article> <article> <h1>The Four Questions Leaders Must Answer During Any Change</h1> <p>David Grossman — Thu, 24 May 2012 15:00:00 GMT</p> <p>Chances are you’re working today on a change that affects your team. How you implement that change will impact whether you meet your overall goals. </p> <p>Here’s the mistake leaders can’t help but make: they wait to communicate. Until they have more information. Until they have “all the answers.” Until it’s often too late. </p> <p>The result is that someone else is doing the talking -- whether they’re right or wrong -- and it’s feeding the grapevine. Worse yet, what employees then surmise is happening in their minds usually is much worse than the planned change.</p> <p>Chances are you have information right now that would be valuable to employees and merits communication to them.</p> <p>Here’s what employees would tell you about their needs during times of change:</p> <ul> <li>Employees want to know <b>what you know today</b> and understand when you don’t have all the facts or details.</li> <li>They want to be kept in the loop as plans develop. They want to know what you know <b>when</b> you know it. </li> <li>They also want to know <b>what information you’re working on</b> figuring out. When can they expect to get updates?</li> </ul> <p>Given that, here’s the outline for any communication about change: </p> <ul> <li>What we know</li> <li>What we don’t know</li> <li>What we’re working on figuring out</li> <li>Myths and the facts (this is about proactively busting myths or misconceptions you’re hearing and correcting any misinformation)</li> </ul> <p>Thinking you’re not ready to communicate? List possible messages under each topic above and see whether there’s enough information employees would find valuable to merit communication. </p> <p>In almost all cases, you’ll have enough information, and begin an important dialogue that will help you minimize the downside of change and maximize the upside.</p> <p><em><b>What are you waiting to communicate that you might need to communicate sooner than you might have thought?</b></em></p> <p>____</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-14c7c818-7d91-492c-8b87-ab04c269afe5">  <span class="hs-cta-node hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5" id="hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5"> <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" data-mce-href="http://www.yourthoughtpartner.com/can-you-hear-me-now/"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=14c7c818-7d91-492c-8b87-ab04c269afe5"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Google Exec: Disconnect from Your Email and Engage in Face-to-Face Communication</h1> <p>David Grossman — Tue, 22 May 2012 14:30:00 GMT</p> <p style="text-align: left;" align="center">Over the past few weekends, tens of thousands of college graduates have walked across the stage, shaken hands with the Dean, waved to teary-eyed parents and left college – diplomas in hand – ready to change the world.</p> <p>But first, at ceremonies from coast to coast, they received some real world advice courtesy of leaders who happily shares some of their life lessons.</p> <p>Graduates at Boston University on Saturday received <a href="http://www.reuters.com/article/2012/05/20/us-google-schmidt-disconnect-idUSBRE84J0BG20120520">powerful advice from Google Executive Chairman Eric Schmidt</a>. </p> <p>"Take one hour a day and turn that thing off…" </p> <p>“That thing” he’s referring to is your electronic device – a computer, laptop, smartphone, whatever.</p> <p>“Take your eyes off the screen… Have a conversation – a real conversation…”</p> <p>My first thought: Wow! What wonderfully practical advice for tomorrow’s workers (literally).</p> <p>Workplace email is a major pain point for many professionals today. Part of that stems from poor <a href="http://www.yourthoughtpartner.com/blog/bid/52363/Tips-to-Improve-Your-Email-E-tiquette-Part-1">email etiquette</a>. But it’s also due to our constant attachment to electronic devices, which create an imbalance between work and life.</p> <p>I wrote about the topic in my recent ebook “<a href="http://www.yourthoughtpartner.com/blog/bid/50261/The-Definitive-Guide-to-Taming-the-Email-Monster-The-New-Free-Ebook">The Definitive Guide to Taming the Email Monster</a>,” and it has been reported on by <a href="http://www.yourthoughtpartner.com/">major national news outlets</a>.</p> <p>For a generation with <a href="http://www.yourthoughtpartner.com/blog/bid/52223/Is-the-Internet-as-Important-as-Air-Food-Water-and-Shelter">sometimes questionable values regarding their electronic devices</a> – and for each of us – Schmidt’s words should serve as an important reminder of the <a href="http://www.yourthoughtpartner.com/blog/bid/44390/Leading-in-Person-6-Reasons-to-Communicate-Face-to-Face">great reasons to truly connect with those around us</a>.</p> <p>As Schmidt said, “Learn where the OFF button is… Engage with the world around you… and not what’s a click away.”</p> <p><b><em>What would you do if you turned “that thing” off for an hour each day? How might it change your life?</em></b></p> <p>_____</p> <p><strong>Has email taken over your life? Download the free ebook <em>The Definitive Guide to Taming the Email Monster</em>!</strong></p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c97a989d-1016-4b1d-b9c3-b5d48c1757be" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-c97a989d-1016-4b1d-b9c3-b5d48c1757be" id="hs-cta-c97a989d-1016-4b1d-b9c3-b5d48c1757be"> <a href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster" data-mce-href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c97a989d-1016-4b1d-b9c3-b5d48c1757be"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c97a989d-1016-4b1d-b9c3-b5d48c1757be").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c97a989d-1016-4b1d-b9c3-b5d48c1757be").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Guest Blogger George L. Morrisey: Are You Ready for Strategic Planning?</h1> <p>David Grossman — Thu, 17 May 2012 15:30:00 GMT</p> <p></p> <p>This is not a facetious question. The process of strategic planning may be reduced to that of just another paperwork exercise unless it is launched with a clear understanding on the part of those involved concerning:</p> <ul> <li>How much time is required?</li> <li>How many and what types of meetings?</li> <li>How much preparation effort is required?</li> <li>What are the roles of team members?</li> <li>What is the desired mind set of participants?</li> </ul> <p>The following questions, addressed by planning team members, both individually and as a group, may help determine the degree of readiness:</p> <ul> <li>Why do we want to undertake a strategic plan at this time? Is it a top priority?</li> <li>What do we expect the strategic plan to do for us? How realistic is this?</li> <li>In prior strategic planning efforts, what went well? What didn't go well? What do we need to do differently this time?</li> <li>Do we have the necessary resources, knowledge, skill, and attitudes to successfully develop a strategic plan within the desired time frame?</li> </ul> <p>Team members need to reach a consensus in their answers to these questions before moving ahead. Like other management processes, strategic planning must be organized, communicated, and implemented systematically.</p> <p><strong>What Does a Strategic Plan Look Like?</strong></p> <p>While each organization's strategic plan should be a direct reflection of the convictions and foresight of the CEO and the planning team, I have found it useful to separate the plan into three sections that are developed in reverse order.</p> <p>The first section is an executive overview, which is a two- or three-page summary, usually in narrative form, that expresses the CEO's personal views on where the organization is headed, the principal philosophy and values overriding the way its business will be conducted in the future, and the major positions or accomplishments being projected for the life of the plan. This overview serves as the primary communication vehicle to those inside and outside the organization who have an interest in knowing what the future looks like for your organization.</p> <p>The second section is a condensed summary of the key elements of your strategic plan. This includes your statements of mission, vision, and strategy (preferably on the same page), plus your key strategic areas, critical issues, the long-term objectives related to each key strategic area and, where appropriate, major actions (not complete strategic action plans) required to reach your long-term objectives. This, together with the executive overview, is the primary strategic document distributed to your owners, parent organization, key employees, and other important stakeholders.</p> <p>The third section contains supporting materials such as completed critical issue analyses, strategic action plans, selected department or unit strategic plans, and other related materials that will identify what needs to be done. Portions of this section will be made available as necessary to provide guidance for those who have to implement the plans.</p> <p><strong>Sample Table of Contents for a Strategic Plan</strong></p> <p>1. Executive Overview, pages 1-3</p> <p>2. Summary of Key Plan Elements, pages 4-10</p> <ul> <li>Mission, vision, strategy, page 4</li> <li>Key strategic areas, critical issues, long-term objectives, major actions, financial projections, pages 5-10</li> </ul> <p>3. Supporting Materials, pages 11-25</p> <ul> <li>Each critical issue listed separately together with its completed analysis, long-term objectives, strategic action plans, and selected department plans</li> </ul> <p><strong>How Do We Communicate Our Plans to Other Important Stakeholders?</strong></p> <p>Since your strategic plan is a major communication vehicle designed to keep other people with a need to know informed of what is happening within your organization, as well as to provide guidance to those who have to prepare and/or implement supporting strategic and tactical plans, you need to give careful consideration to how this communication is handled.</p> <p>Aside from those who must approve your plans, your employees probably represent the single most important group to bring into the loop. It's important to get the word to them as quickly as possible, particularly if there are any potential surprises. Handled properly, this communication can be a powerful way to bring your employees together in a united front. Here are some suggested ways to do this:</p> <ul> <li>Distribute copies of the executive overview and, possibly, the condensed plan; invite verbal, written, or electronic comments or suggestions.</li> <li>Use closed-circuit television, video, CD-ROM, E-mail, voice-mail, or other electronic media; invite comments or suggestions.</li> <li>Use your organizational newsletter, magazine, or other publications.</li> <li>Make a presentation at a general meeting for all employees, with opportunity for questions.</li> <li>Make presentations at small informal meetings by department, unit, or location, with opportunity for discussion with the CEO and/or others.</li> </ul> <p><strong>In Summary</strong></p> <p><strong></strong>The development of a strategic plan is a serious undertaking. If the questions raised at the beginning of this article have been answered satisfactorily and you are prepared to invest the time and effort required, then proceed with confidence that this will help shape your organization's future. </p> <p><em>Adapted, with permission, from <b>Morrisey on Planning: A Guide to Long-Range Planning</b> by George L. Morrisey, Jossey-Bass Publishers.</em></p> <p><em><br /></em></p> <p><b><em>GEORGE MORRISEY, CSP, CPAE</em></b><em> <b>is </b>one of the top authors, speakers, seminar leaders and consultants in the field of management and recently retired at the age of 85. His background includes more than 20 years as a practicing manager and key specialist with several organizations in both the private and public sectors in addition to more than 35 years as a full time consultant. </em></p> <p><em>He is the author or co-author of 19 books, including the three-book series, <b>Morrisey on Planning</b>. A pioneer in the process known as <b>Management By Objectives</b> (MBO), he wrote the first how-to book on MBO for managers in 1970.</em></p> <p><em>A professional's professional, George Morrisey received the Certified Speaking Professional (CSP) designation in 1983 and was recognized in 1984 with the CPAE (Council of Peers Award for Excellence), now known as the National Speakers Association <b>CPAE Speaker Hall of Fame</b>. </em><em>In addition, in 1994 George was the 16th annual recipient of the <b>Cavett Award</b>, named in honor of that association's founder, Cavett Robert.</em><em></em></p> <p><em>____</em></p> <p><em>Get more leadership best practices by visiting The Grossman Group's CEO Ultimate Resource Center.</em></p> <p><em><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-aa0af386-2731-4f3c-a36a-1a94454e4220" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220" id="hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220"> <a href="http://www.yourthoughtpartner.com/ceo-resource-center" data-mce-href="http://www.yourthoughtpartner.com/ceo-resource-center"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=aa0af386-2731-4f3c-a36a-1a94454e4220"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="visible"}, 2000); })(); </script> </span> <br /></em></p> </article> <article> <h1>Free to Be You and Me</h1> <p>David Grossman — Wed, 16 May 2012 14:45:00 GMT</p> <p class="Pa9">When you ask employees, they want to be able to connect with their leader—today more than ever before. Employees want to know what you have to say; they also want to know what you stand for.</p> <ul> <li>Authenticity starts with self-awareness. You need to know yourself and be comfortable sharing who you are with your employees. Employees want to get to know the real you.</li> <ul> <li>Who are you as a leader?</li> <li>What motivates you to lead?</li> <li>What were defining moments in your career that helped shape you as a leader?</li> </ul> <li>Tell stories about yourself that have a clear business moral, allowing your staff to learn something about you as well as what’s important to you.</li> <li>Communicate similarly when you have bad news as when you have good news. Addressing challenges forthrightly is a credibility-booster for you.</li> <li>Develop a message platform to help you tell your story—both your personal and business story.</li> </ul> <p><b>What can you do today to help employees get to know you – the real you?</b></p> <p><b>___</b></p> <p><em>Want more strategies to become a better leader? </em></p> <p><em>Get the new 2nd edition of </em><strong><a href="http://www.yourthoughtpartner.com/book/" title="You Can't Not Communicate: Proven Solutions that Power the Fortune 100." target="_self">You Can't Not Communicate: Proven Solutions that Power the Fortune 100.</a></strong></p> <p><strong><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c71ce3c6-b467-425c-b927-cc33c35331ac" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac" id="hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac"> <a href="http://www.yourthoughtpartner.com/book" data-mce-href="http://www.yourthoughtpartner.com/book"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c71ce3c6-b467-425c-b927-cc33c35331ac"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="visible"}, 2000); })(); </script> </span> <br /></strong></p> </article> <article> <h1>Communicating a $2 Billion Loss</h1> <p>David Grossman — Tue, 15 May 2012 15:00:00 GMT</p> <p style="text-align: left;" align="center">JPMorgan made a mistake. A $2 billion mistake.</p> <p>In April, CEO Jamie Dimon <a href="http://www.forbes.com/sites/thestreet/2012/05/11/being-jamie-dimon-means-almost-never-having-to-say-youre-sorry/">dismissed concerns</a> about the bank’s trading, calling concerns raised by the media a “tempest in a teapot.” </p> <p>Less than a month later, the same trading group <a href="http://www.washingtonpost.com/business/jpmorgan-ceo-dimon-acknowledges-800-million-in-recent-losses-on-investments/2012/05/10/gIQAhyaPGU_story.html">lost $2 billion</a> over a six-week period through complex financial trades.</p> <p>Then a funny thing happened.</p> <p>Only a few weeks after <a href="http://www.yourthoughtpartner.com/blog/bid/52297/Lessons-from-Wall-Street-2-15-Billion-Is-the-Cost-of-Disengagement">Goldman Sachs showed the world what not to do</a> in a crisis, Dimon and JPMorgan essentially did the opposite. </p> <p>Thursday night he held an analyst conference call to acknowledge the loss. He admitted there could be further losses, impacting the company’s second quarter results due out later this year.</p> <p>Dimon also <a href="http://www.washingtonpost.com/business/jpmorgan-ceo-dimon-acknowledges-800-million-in-recent-losses-on-investments/2012/05/10/gIQAhyaPGU_story.html">spoke to the media that night</a>, reportedly telling them, “The portfolio has proved to be riskier, more volatile and less effective as an economic hedge than we thought. There were many errors, sloppiness and bad judgment.”</p> <p>On Friday, he <a href="http://www.nytimes.com/2012/05/14/business/dimon-says-jpmorgan-made-an-egregious-mistake.html">taped an interview with NBC’s national Sunday morning show</a>, <em>Meet the Press</em>. He told host David Gregory, “we made a terrible egregious mistake” and called JPMorgan “sloppy” and “stupid.” Perhaps most interesting is that Dimon had already been interviewed for the episode of <em>Meet the Press</em> – the day before announcing the loss. He sat for another interview after the announcement, and apologized to Gregory.</p> <p>Much is yet to be sorted out in with the story and the company and Dimon’s brand is certainly taking a hit. The company’s stock <a href="http://www.reuters.com/article/2012/05/11/markets-stocks-us-europe-idUSL5E8GB4CZ20120511">fell more than 9%</a> on Friday, although long-term effects will play out in the days ahead. Reports indicate <a href="http://www.washingtonpost.com/politics/jpmorgan-chase-chief-jamie-dimon-acknowledges-terrible-egregious-mistake/2012/05/13/gIQAWvYvMU_story.html">three executives at JPMorgan will step down</a>. There have been calls for Dimon to <a href="http://www.washingtonpost.com/business/elizabeth-warren-calls-for-dimon-to-resign-from-new-york-fed/2012/05/13/gIQAO4vMNU_story.html">resign from his position at the New York Federal Reserve</a>. The loss will also likely affect <a href="http://www.politico.com/news/stories/0512/76239.html">the current debate over financial regulation legislation in Congress</a>.</p> <p>Yet, Jamie Dimon has made things easier on himself admitting the mistakes, being direct and candid, and taking action to clean up the mess…</p> <p><b><em>What do you make of the response from JPMorgan?</em></b></p> </article> <article> <h1>Information vs. Communication</h1> <p>David Grossman — Thu, 10 May 2012 15:00:00 GMT</p> <p class="Pa9">Employee to manager: “I’m starving!” Some food for thought on the difference between information and communication: employees are bombarded with information but starved for meaning. </p> <p class="Pa10">Communication only occurs when an exchange results in shared meaning. Communication is all about facilitating dialogue. To build a successful team, you need to create a culture where it’s safe to dialogue about issues to ensure the smartest decisions possible. Here are some suggestions to consider:</p> <ul> <li>Ensure you have regularly scheduled opportunities to dialogue with your work group, in smaller teams, and with individuals.</li> <li>Engage people openly and fully by asking open-ended questions: “What do you think?” “How do you react to that?”</li> <li>Listen to what employees have to say and paraphrase to ensure you understand their comment.</li> <li>Listen for various points of view and encourage others to express them: “The fact that you and I disagree on an issue is a good thing.”</li> <li>Listen more than you talk if you want to know what’s in your people’s heads.</li> <li>When asking for input, be prepared to act on it. Otherwise, employees will be less likely to give you input in the future.</li> </ul> <p><b>Which of the suggestions above could have the most positive impact on how you communicate?</b></p> <p><b>___</b></p> <p><em>Want more strategies to get the best from your employees and improve your organization? </em></p> <p><em>Get the new 2nd edition of </em><strong><a href="http://www.yourthoughtpartner.com/book/" title="You Can't Not Communicate: Proven Solutions that Power the Fortune 100." target="_self">You Can't Not Communicate: Proven Solutions that Power the Fortune 100.</a></strong></p> <p><strong><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c71ce3c6-b467-425c-b927-cc33c35331ac" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac" id="hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac"> <a href="http://www.yourthoughtpartner.com/book" data-mce-href="http://www.yourthoughtpartner.com/book"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c71ce3c6-b467-425c-b927-cc33c35331ac"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="visible"}, 2000); })(); </script> </span> <br /></strong></p> </article> <article> <h1>Starting Thought: Spring Cleaning, Communication-Style</h1> <p>David Grossman — Wed, 09 May 2012 15:58:00 GMT</p> <p>I’ve started the seasonal ritual of cleaning and organizing my home, and was reminded this past weekend that – with the best intentions in mind -- I sometimes bite off more than I can chew. In my case, I was overly ambitious and while I accomplished a lot, I didn’t set myself up for success.</p> <p>Instead of creating a few small wins, I created one larger mess. At least the former clutter was organized clutter. Now there was clutter just about everywhere, which left me not with the feeling of success but of dread, and part of me just wanted to throw everything into the walk-in closet and close the door.</p> <p>We sometimes take the same approach as we think about getting better at communicating. With the best intentions, we devise lofty goals that will be hard to achieve instead of picking one or two small improvements we can achieve and will stick to over time.</p> <p>For example:</p> <p style="padding-left: 30px;">We think: “I need to start planning my communication to be more effective instead of winging it.”</p> <p style="padding-left: 30px;">Better: Pick 1-2 key communication opportunities every week for the next month where you commit <a href="http://www.yourthoughtpartner.com/blog/bid/52284/Workplace-Diet-Take-5-and-Plan-Your-Communication" rel="nofollow" title=" to plan how you communicate" target="_blank">to plan how you communicate</a>. </p> <p>Commitment needed would be about 30 minutes per week.</p> <p>Another example:</p> <p style="padding-left: 30px;">We think: “I need to become a better listener.”</p> <p style="padding-left: 30px;">Better: During the next 30 days, I will stop finishing other people’s sentences.</p> <p>Both examples above are a start, and will begin a better habit upon which you can build. </p> <p>They’re small steps, yet significant and do-able ones with a little bit of effort.</p> <p><b>What one step will you take in the next 30 days to improve how you communicate and lead?</b></p> <p>____</p> <p> <span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-14c7c818-7d91-492c-8b87-ab04c269afe5" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5" id="hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5"> <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" data-mce-href="http://www.yourthoughtpartner.com/can-you-hear-me-now/"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=14c7c818-7d91-492c-8b87-ab04c269afe5"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>What Should Employees Expect of You?</h1> <p>David Grossman — Tue, 08 May 2012 15:15:00 GMT</p> <p>How do you decide what information is mission-critical for employees? Many employees want to know everything that’s going on. It’s impossible to accomplish and is also an unrealistic expectation. </p> <p>Follow these two guidelines for when to share (or not share) information:</p> <ol> <li>A leader’s top priority is sharing information employees need to do their jobs well (work- or job-focused information designed to help employees perform well).</li> <li>A secondary priority is sharing information so employees can advocate on behalf of the organization as brand ambassadors (typically information that builds pride and morale or is important to help get out the organization’s story).</li> </ol> <p>Sharing these expectations with staff is critical so they know what to expect from you.</p> <p>One other key expectation to share with them: if they don’t know something or have questions, they need to seek out the information. Communicating is not a spectator sport—it requires active participation. </p> <p><b>Do your teams understand what you expect from them and what they can expect of you?</b></p> <p><b>___</b></p> <p><em>Want more strategies to get the best from your employees and improve your organization? </em></p> <p><em>Get the new 2nd edition of </em><strong><a href="http://www.yourthoughtpartner.com/book/" title="You Can't Not Communicate: Proven Solutions that Power the Fortune 100." target="_self">You Can't Not Communicate: Proven Solutions that Power the Fortune 100.</a></strong></p> <p><strong><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c71ce3c6-b467-425c-b927-cc33c35331ac" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac" id="hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac"> <a href="http://www.yourthoughtpartner.com/book" data-mce-href="http://www.yourthoughtpartner.com/book"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c71ce3c6-b467-425c-b927-cc33c35331ac"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="visible"}, 2000); })(); </script> </span> <br /></strong></p> </article> <article> <h1>Goldman Chairman: We “Haven’t Gotten Everything Right”</h1> <p>David Grossman — Fri, 04 May 2012 18:39:00 GMT</p> <p> </p> <p></p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p>The Wall Street Journal reported today (<a href="http://blogs.wsj.com/deals/2012/04/25/goldmans-glastnost-lloyd-blankfein-speaks/?KEYWORDS=lloyd+Blankfein">Goldman’s Glasnost: Lloyd Blankfein Speaks</a>) that Goldman’s Chairman and CEO was uncharacteristically out talking with media this week to rebuild the company’s reputation.</p> <p>In a mea culpa of sorts, the Chairman said the firm “hasn’t gotten everything right” and needed to do a better job “getting out there and telling people how important this industry (investment banking) is.” He also mentioned that the general public “wasn’t part of their audience.” “Shame on us,” he said.</p> <p>Good for him.</p> <p>The irony is his remarks? He mentioned nothing about employees or the need to evolve the culture inside the company. Nor did he mention any plans to address the firm’s recent issues, including its civil fraud settlement or the <a href="http://www.nytimes.com/2012/03/14/opinion/why-i-am-leaving-goldman-sachs.html?pagewanted=all">recent op-ed</a> in the New York Times.</p> <p>I’ll give him props for a positive step.</p> <p>Yet it’s still all talk and nothing that speaks to action.</p> <p> ------</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-14c7c818-7d91-492c-8b87-ab04c269afe5">  <span class="hs-cta-node hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5" id="hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5"> <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" data-mce-href="http://www.yourthoughtpartner.com/can-you-hear-me-now/"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=14c7c818-7d91-492c-8b87-ab04c269afe5"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>An Idea You’ll Flip Over</h1> <p>David Grossman — Fri, 04 May 2012 15:15:00 GMT</p> <p>Have something you want to get your employees’ input on? Post a question on a flip chart in your department or office, provide Post-its, and watch the ideas grow. It’s an informal focus group of sorts, where employees will periodically revisit the question and ideas, leading to great collaboration in real time (and without meeting!). Working virtually? Create an electronic message board.</p> <p>With the right open-ended question (e.g., “What ideas do you have for how we can improve ?”), a ton of potential solutions will result. Chances are, you’ll get ideas you never would have thought of. Even better, employees will appreciate being a part of the process. </p> <p><b>What do you want input on today where employees could provide an all-important point-of-view?</b></p> <p>___</p> <p><em>Want more strategies to get the best from your employees and improve your organization? </em></p> <p><em>Get the new 2nd edition of </em><strong><a href="http://www.yourthoughtpartner.com/book/" title="You Can't Not Communicate: Proven Solutions that Power the Fortune 100." target="_self">You Can't Not Communicate: Proven Solutions that Power the Fortune 100.</a></strong></p> <p><strong><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c71ce3c6-b467-425c-b927-cc33c35331ac">  <span class="hs-cta-node hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac" id="hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac"> <a href="http://www.yourthoughtpartner.com/book" data-mce-href="http://www.yourthoughtpartner.com/book"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c71ce3c6-b467-425c-b927-cc33c35331ac"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="visible"}, 2000); })(); </script> </span> <br /></strong></p> </article> <article> <h1>Workplace Diet: Was Blind But Now I See (Because I Asked for Input)</h1> <p>David Grossman — Wed, 02 May 2012 14:30:00 GMT</p> <p>We all have them. Blind spots. Things that are unknown to us yet obvious to others; an area of our leadership vision we’re not able to see.</p> <p>Chances are most of us have friends who play the “truth teller” role with us. At work, that’s less likely the case. Very few of us are surrounded by people who tell us the truth no matter how painful the message might be. More likely, our peers, staff and sometimes even bosses shy away from having tough conversations. </p> <p>The downside to not being aware of our blind spots is that we can send signals we don’t intend. They often limit our ability to effectively communicate and can undermine our success. At their worst, blind spots can derail promising careers.</p> <p>The antidote to blind spots is to ask for input – whether as part of a formalized process like a 360 feedback tool or through asking others for candid input. </p> <p><b>The spots that most blind</b></p> <p>From my experience, here are some of the more common blind spots:</p> <ul> <li><span style="text-decoration: underline;">Going it alone</span> – you’re smart, and your great work as an individual contributor got you where you are today. It’s all too easy, and all too common, for leaders to assume they can do it all – without any help</li> <li><span style="text-decoration: underline;">Lack of self-awareness</span> – as a leader, your comments and actions carry a different weight than they did before. What may be a small comment to you can be analyzed and scrutinized by your team, creating confusion and concern</li> <li><span style="text-decoration: underline;">Assuming everyone “gets it”</span> – you’ve spent hours, days, weeks on a new business strategy or plan for growth. But frequently leaders don’t give their teams the information and context they need to succeed. You “get it” so and they do, too, you believe.</li> <li><span style="text-decoration: underline;">Waiting to communicate</span> – waiting until you have “all” the information creates a communication vacuum that feeds the grapevine with misinformation</li> <li><span style="text-decoration: underline;">Believing you are always right</span> – ignoring the ideas, thoughts and input of others creates disengagement and limits your ability to succeed</li> <li><span style="text-decoration: underline;">Being unwilling to admit when you’re wrong or when you don’t know an answer</span> – you’re not going to always be right and you won’t always have every answer. Not being able to admit it is a credibility killer </li> </ul> <p><b>Figuring out your blind spots</b></p> <p>The challenge and opportunity with a blind spot is to bring it to light and overcome it. Since by definition you are blind to your blind spot behavior, the only way to bring it to light is through input and feedback from others – which often is difficult to get the higher up you are in an organization. Too often, people tell you what they think you want to hear.</p> <p>From my experience, here are the 11 best ways to receive feedback from your employees:</p> <ol> <li>Ensure an environment where others feel safe to have a candid dialogue with you</li> <li>Share your motivation and intent for getting input (you want to be better, and are especially looking for feedback you might not be aware of)</li> <li>Ask open-ended questions</li> <li>Assume feedback comes from a good place</li> <li>Listen, listen, listen some more</li> <li>Ask questions if you need clarification</li> <li>Check your body language</li> <li>Share appreciation to the person giving you feedback</li> <li>Discuss the feedback with someone you trust outside of work – try to present it neutrally</li> <li>Apply the feedback</li> <li>Circle back to see if you’re improving</li> </ol> <p>If you start to feel defensive based on some of the feedback you get, resist the urge to defend yourself. Your emotional response is a clue that further reflection is needed. You’ve just received some feedback that struck a nerve; chances are you might be on to a potential blind spot and have been given an incredible gift. </p> <p>What you do next with that feedback is completely up to you.</p> <p><b><em>What opportunities do you have in the next few weeks to get the input you need to overcome your blind spots?</em></b> </p> ______ <p><strong>Get Your Copy of the New 2nd Edition of <em>You Can't Not Communicate</em> Today!</strong></p> <span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-c71ce3c6-b467-425c-b927-cc33c35331ac" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac" id="hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac"> <a href="http://www.yourthoughtpartner.com/book" data-mce-href="http://www.yourthoughtpartner.com/book"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=c71ce3c6-b467-425c-b927-cc33c35331ac"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-c71ce3c6-b467-425c-b927-cc33c35331ac").style.visibility="visible"}, 2000); })(); </script> </span> </article> <article> <h1>Is Your New Employee a Digital Native?</h1> <p>David Grossman — Tue, 01 May 2012 15:00:00 GMT</p> <p>Last month, Encyclopedia Britannica announced it would <a href="http://money.cnn.com/2012/03/13/technology/encyclopedia-britannica-books/index.htm">stop printing</a> its famous reference guide that shaped how so many of us see the world and collect information. I can still remember spending hours poring over volume after volume of the encyclopedia in my school library as I wrote research papers on the Spanish Armada and the Great Earthquake.</p> <p>Millennials had a very different experience. They are the first generation to grow up in the information age. Many new employees entering the workforce have always had constant access to information – they are <strong>true <a href="http://en.wikipedia.org/wiki/Digital_native" rel="nofollow" title="digital natives" target="_blank">digital natives</a></strong>.</p> <p>Technology and the internet have shaped who they are, <a href="http://www.yourthoughtpartner.com/blog/bid/52223/Is-the-Internet-as-Important-as-Air-Food-Water-and-Shelter#Comments">what they view as important</a> and how they function.</p> <p>They focus on several things at once (such as listening to music while they work), they’re almost always accessible and they’re used to having options in their lives. </p> <p>Through their experiences, digital natives bring many upsides workplace. They:</p> <ul> <li>Are comfortable leveraging new digital tools and using technology in new ways</li> <li>Adapt quickly, so they are good candidates to pilot new processes and help streamline technological transitions</li> <li>Multi-task well and tend to be good at juggling multiple tasks and projects</li> <li>Can effectively – and efficiently – navigate information</li> </ul> <p>At the same time, digital natives rely heavily on technology to communicate, 24/7. In addition to <a href="http://www.yourthoughtpartner.com/blog/bid/50261/The-Definitive-Guide-to-Taming-the-Email-Monster-The-New-Free-Ebook">the challenge many of us face in unplugging from work</a>, this means they may not have had the opportunity to practice verbal communication skills in business situations. As leaders, we can teach them about the benefits of face-to-face communication and tap them to help us better navigate new technologies.</p> <p class="Default">To engage digital natives – like a member of any audience – you need to understand where they’re coming from and what motivates them. The ideas and values they hold are neither good nor bad; they just are. We can learn a lot from them; they can learn from us.</p> <p><b><em>What lessons have you learned from digital natives on your team, and what lessons have you passed on to them?</em></b></p> <p>____</p> <p><strong>Get more great resources from The Grossman Group delivered directly to your inbox. Sign up for <strong>eThoughtstarters</strong>.</strong></p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-8e66fbf3-4670-48a8-bd31-1fa53516f16d">  <span class="hs-cta-node hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d" id="hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d"> <a href="http://www.yourthoughtpartner.com/ethought-starters" data-mce-href="http://www.yourthoughtpartner.com/ethought-starters"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=8e66fbf3-4670-48a8-bd31-1fa53516f16d"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Guest Blogger Lore McManus Solo: The New Rude--Texting Reaches Professional Tipping Point</h1> <p>David Grossman — Thu, 26 Apr 2012 15:00:00 GMT</p> <p style="text-align: left;" align="center"><b>“Okay, everybody, cells phones off!” </b><b>The New Rude: Texting Reaches Professional Tipping Point</b></p> <p><em>by Lore McManus Solo, Vice President, Public Relations & Principal, Strategic America</em></p> <p><b>tip·ping point </b><em><span style="color: #808080;">no</span></em><span style="color: #808080;"><em>un</em></span></p> <p><span style="color: #808080;"><em></em>The point at which the buildup of minor changes or incidents triggers a significant shift or makes people do something they previously resisted.</span></p> <p>Commonly in various workplaces, we see a gathering of colleagues with heads and shoulders bowed inward, hands clasped under the table. They’re not praying. They’re texting or checking email. However, even in church, worshippers are reminded to turn off their cell phones so they can tune into heaven instead of cyberspace.</p> <p>We’ve all experienced a conversation in which one of us receives a quick glimpse or a prolonged “uhh-huhhh” as the offender offers one eye and one ear to the person right there…while some distant recipient, who may not even be present, gets the better half. We’ve sat in meetings in which someone taps, taps, taps and then claims to not know the assignment or when called upon, asks for questions to be repeated. It’s not less personal in a group versus one-on-one. The facilitator feels the sting. The group inwardly groans. Someone notes: “There can’t be that many emergencies going down daily.”</p> <p>The message sent: “I am more important than the meeting, conversation or people at hand.”</p> <p>The recipients’ interpretation: “You don’t care.” Or flat out, “You’re rude.”</p> <p>We as a society may have succumbed to “If everyone jumps off a cliff…” because yes, we would do so, too. This incessant trend is damaging workplace relationships and company successes, according to <em>The</em> <em>New York Times, </em>which has repeatedly reported on this subject with the most profound of findings.</p> <p>Confucius was first to define the Golden Rule: “Do unto others as you would have them do unto you.” Research indicates that while nearly 100% surveyed admit that texting or emailing during business gatherings is inconsiderate, two-thirds admit they do it anyway. Some 20% say they’ve been called on the carpet for doing so. More critically, neuroscientists have concluded that dividing attention between competing stimuli actually causes a person to be less efficient and creates anxiety instead. So, call it the <em>illusion</em> of productivity.</p> <p>In a marketing professionals’ gathering a few years ago, the conference coordinator pleaded with participants to put away all devices except for those who had agreed to tweet the speakers’ salient points. Otherwise, why not stay home to read all that riveting daily communications instead of expending so many resources to then treat the noted speaker as a peripheral element, the equivalent to elevator music?</p> <p>We’ve reached a tipping point. What’s the solution? Ban smart phones from meetings? Collect them at the door like Colt revolvers in the Wild West, another fractious era of societal changes? Which side do you think is winning and why?</p> <p><b>My Recommended Reads:</b></p> <ul> <li><a href="http://www.nytimes.com/2010/05/16/jobs/16pre.html">Sending a Message that You Don’t Care</a></li> <li><a href="http://www.nytimes.com/2011/04/17/fashion/17TEXT.html?_r=4&ref=todayspaper" rel="nofollow" title="Keep Your Thumbs Still When I'm Talking With You" target="_blank">Keep Your Thumbs Still When I'm Talking With You</a></li> <li><a href="http://ethicist.blogs.nytimes.com/2009/07/13/when-texting-is-wrong/">Moral of the Story: When Texting is Wrong</a></li> <li><a href="http://www.google.com/url?sa=t&source=web&cd=1&ved=0CBYQFjAA&url=http%3A%2F%2Fwww.nytimes.com%2F2009%2F06%2F22%2Fus%2F22smartphones.html&ei=_awCTuS7Ko7Atgf4n9i_Cg&usg=AFQjCNEwwL72t1ZzAlqDTd7iy65wPSd_1g"><em>iMind Your BlackBerry or Mind Your Manners</em> - NYTimes.com</a> <a href="file://localhost/javascript/void(0)"></a> <a href="file://localhost/javascript/void(0)"></a></li> <li><a href="http://www.nytimes.com/2009/06/22/.../22smartphones.html">As Web-enabled smartphones have become standard, the etiquette of using them during meetings is up for debate.</a></li> <li><a href="http://lifehacker.com/5540578/texting-during-meetings-is-definitely-noticed-seen-as-rude">Texting During Meetings Is Definitely Noticed, Seen As Rude</a></li> </ul> <p><em><strong>Lore McManus Solo</strong> is Principal and VP, PR at <a href="http://www.strategicamerica.com">Strategic America</a> (SA). Her expertise includes strategic planning, counsel, research, issues management and marketing direction to clients and SA staff. Lore’s the author and key instructor of several levels of executive presentation and media training which she conducts nationally. Earlier, Lore served as a producer, reporter and anchor for WHO Broadcasting and led marketing in two state agencies. Beyond overseeing SA’s PR and social media teams, she plays a key role in SA’s business development. She’s received numerous marketing awards and earned PRSA’s Accredited in Public Relations (APR) designation. A graduate of the Association of Business and Industry’s Leadership Iowa program, she also serves on Boards for Worldcom Public Relations Group and Rock In Prevention.</em></p> </article> <article> <h1>New Free e-Book: The Changing Role of Internal Communications: The Experts’ View</h1> <p>David Grossman — Tue, 24 Apr 2012 15:57:00 GMT</p> <p>In one of last week’s <a href="http://www.yourthoughtpartner.com/blog/bid/52846/Get-the-New-Free-Ebook-Can-You-Hear-Me-Now">blog posts</a> I talked a little bit about the difficult times facing businesses today in my post about the release of my new e-book “<a href="http://www.yourthoughtpartner.com/can-you-hear-me-now?hsCtaTracking=790f8617-a191-434e-a0e3-fc7ca5f5d0a3%7C484011a6-4ccd-40f4-a906-338db1896d3c">Can You Hear Me Now? Make What You Say Matter and Increase Your Chances of Being Heard</a>.” And in tough times we can be faced with opportunity, particularly when it comes to employees and employee engagement. </p> <p>So I’m excited to share with you – and humbled to be featured in – another resource for internal communicators (and leaders) on the changing role of internal communications.</p> <p>The new free e-book “<a href="http://www.smallworlders.com/sites/common/Private/Contentobject_View.aspx?id=3639">The Changing Role of Internal Communications: The Experts’ View</a>,” was published by U.K. intranet development company, <a href="http://www.smallworlders.com/sites/common/Private/Community_View.aspx?id=325http://www.smallworlders.com/sites/common/Private/Community_View.aspx?id=325">SmallWorlders</a> and “explores the issues internal communicators must solve as they strive to be effective, relevant and successful.”</p> <p><b>In the e-book you’ll learn about—</b></p> <ul> <li><b>The focus on senior management:</b> How are corporate leaders using communications and what can they do better?</li> </ul> <ul> <li><b>The impact on communication roles:</b> What’s does a post-credit crunch internal communicators job look like?</li> </ul> <ul> <li><b>The emerging technology challenge:</b> What are the key lessons in deploying new ideas, and what tactics help make them work?</li> </ul> <p>To learn more about the changing role of internal communications in today’s evolving business landscape, download: “<a href="http://www.smallworlders.com/sites/common/Private/Contentobject_View.aspx?id=3639" title="The Changing Role of Internal Communications: The Experts’ View" target="_self">The Changing Role of Internal Communications: The Experts’ View</a>”</p> <p>____________</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-14c7c818-7d91-492c-8b87-ab04c269afe5" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5" id="hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5"> <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" data-mce-href="http://www.yourthoughtpartner.com/can-you-hear-me-now/"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=14c7c818-7d91-492c-8b87-ab04c269afe5"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-14c7c818-7d91-492c-8b87-ab04c269afe5").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>A Facebook Work/Life Balance Lesson I “Like”</h1> <p>David Grossman — Mon, 23 Apr 2012 15:15:00 GMT</p> <p><a href="http://www.makers.com/sheryl-sandberg/moments/leaving-work-530pm" title="In a recent online video" target="_self">In a recent online video</a>, Facebook COO Sheryl Sandberg said she leaves the office every day at 5:30 pm so she can have dinner with her kids – and she has since they were born.</p> <p>At the same time, Sandberg is realistic about the challenge of striking the right work/life balance – a challenge many of us face.</p> <p>For years after she started leaving at 5:30 pm, Sandberg would get up early and stay up late, responding to emails to show her bosses she was working and adding value. As it is for many, <a href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster/" rel="nofollow" title="the struggle to unplug from work" target="_blank">the struggle to unplug from work</a> was difficult for her.</p> <p>But recently, Sandberg has become vocal – internally and externally – about the importance of a strong work/life balance. </p> <p>It’s a powerful statement from a senior leader at one of the world’s most visible companies.</p> <p>While some will suggest she is able to do so precisely because she’s a senior leader, that argument misses the larger point.</p> <p>Leaders lead by example.</p> <p>Sandberg is telling her staff – women and men – it’s ok to leave work at a reasonable time so you can have dinner with your family, attend your kids’ soccer game and live your life.</p> <p><b><em>How do you demonstrate the value of a strong work/life balance to your team?</em></b></p> <p>____</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91" id="hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91"> <a href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster" data-mce-href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=189cba9d-ec2a-401c-8d1f-e4bf3c46ae91"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Goldman Sachs: “Congrats, You’re Promoted…Here’s a 30-Day Vacation”</h1> <p>David Grossman — Thu, 19 Apr 2012 15:10:00 GMT</p> <p>I continue to be fascinated with what’s going on at Goldman Sachs these days. In the past weeks, I’ve been <a href="http://www.yourthoughtpartner.com/blog/?Tag=Goldman+Sachs">commenting</a> on the saga that all began with <a href="http://www.nytimes.com/2012/03/14/opinion/why-i-am-leaving-goldman-sachs.html?pagewanted=all">Greg Smith’s NYT op-ed tell all</a>. And now, <a href="file:///C:\Users\acollins\AppData\Local\Microsoft\Windows\Temporary%20Internet%20Files\Content.Outlook\DJJPTA6X\Goldman%20Sachs%20Seeks%20to%20Boost%20Morale%20with%20More%20Vacation%20for%20Young%20Bankers">The Huffington Post</a> has released a piece stating that Goldman has plans to give associates a one-month holiday when they’re promoted to a senior level. Why? To “boost morale.”</p> <p>There’s no doubt morale is at stake in the organization that is making headlines regularly <em>(for all the wrong reasons)</em>. Once again, from an outsider’s perspective, Goldman leaders are missing the mark.</p> <p>One of the most common challenges I see in my consulting work is that high performing individual contributors get promoted to managers without the training and support needed to best manage a team.</p> <p>One day…star individual contributor. Next day…congrats…you’re promoted and are now managing people.</p> <p>It probably comes as no surprise then that I’m baffled by Goldman’s move to promote associates and then give them 30 days off.</p> <p>How about concentrated training and leadership development every week for those 30 days to get new bosses off to the best start on behalf of their staff and the organization? I’m not begrudging them the vacation, just not at such a critical time of transition for a team.</p> <p>And in other baffling news from Goldman: the “muppet hunt” is done. </p> <p>On the heels of Greg Smith’s op-ed, Goldman leaders reportedly conducted a review of internal emails for the word “muppet” and other ways in which employees referred to clients in a less-than-positive fashion.</p> <p>Turns out, Goldman now claims—as mentioned in the <a href="http://dealbreaker.com/2012/04/fox-business-senior-email-correspondent-thousands-of-goldman-employees-saw-muppet-movie-wanted-to-talk-about-it-the-next-day/">Dealbreaker blog</a>—Greg Smith’s allegations were wrong and Goldman execs were actually talking about the recent Muppet Movie. Goldman execs weren’t calling their clients muppets, they were talking about the movie.</p> <p>Of course they were.</p> <p>Looks like Goldman is trying to sweep their ill-advised <a href="http://www.yourthoughtpartner.com/blog/bid/50261/The-Definitive-Guide-to-Taming-the-Email-Monster-The-New-Free-Ebook">email</a> witch-hunt under the rug by “turning up” light-hearted and sugar-coated results. Chalk up another trust buster.</p> <p>How about a better solution: Goldman leaders acknowledge there might be issues and fix them. </p> <p>Or maybe as Jack Nicholson said best in <em>A Few Good Men,</em> they “can’t handle the truth.”</p> </article> <article> <h1>April eThoughtstarters: Starting Thought</h1> <p>David Grossman — Wed, 18 Apr 2012 16:14:00 GMT</p> <p><a href="http://www.yourthoughtpartner.com/blog/bid/52673/Can-Napping-at-Work-Increase-Productivity" rel="nofollow" title="Napping at work" target="_self">Napping at work</a> has always been one of those ideas that sounds great in theory. But the truth is I can’t imagine powering down in the middle of the day for a power nap.</p> <p>And when it comes down to it, I’m pretty sure that naps wouldn’t feel quite so necessary if we all didn’t feel so stressed and overwhelmed all the time. And I’m also pretty sure that we wouldn’t feel quite so stressed and overwhelmed if good communication were the norm rather than the exception. Think about it... How much of your day is spent figuring out what someone meant by something, what you’re really supposed to be doing on a project, managing office gossip that’s out of control, and the like.</p> <p>I can't foresee many organizations buying into sleeping pods and the naps idea (unless you already work at Google), but in the meantime, might I suggest focusing on the much more easily attainable goal of improving communication. You’ll be amazed at how refreshing it is!</p> <p></p> <p> </p> <p> </p> <p><a href="http://hosted.verticalresponse.com/765169/1ece723cbe/1474564073/5efa084414/" rel="nofollow" title="Read this month's entire eThoughtstarters." target="_self">Read this month's entire eThoughtstarters</a></p> <p>________</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-8e66fbf3-4670-48a8-bd31-1fa53516f16d">  <span class="hs-cta-node hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d" id="hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d"> <a href="http://www.yourthoughtpartner.com/ethought-starters" data-mce-href="http://www.yourthoughtpartner.com/ethought-starters"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=8e66fbf3-4670-48a8-bd31-1fa53516f16d"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-8e66fbf3-4670-48a8-bd31-1fa53516f16d").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Get the New Free Ebook: Can You Hear Me Now?</h1> <p>David Grossman — Tue, 17 Apr 2012 16:30:00 GMT</p> <div style="float: left; height: 160px; padding-top: 5px; position: relative; width: 217px;"><a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" rel="nofollow" target="_blank"></a></div> <p>It goes without saying that most of us would rather never face difficult times in business. But tough times can present opportunity, particularly when it comes to employees and employee engagement. In times of uncertainty and flux, employees are eager for a leader who can step up, take charge, and guide them with strategy, vision, and integrity. </p> <p>Yes, it's a challenge, but it's one that can be accomplished with an understanding of what it really means to communicate and connect with employees. In <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" rel="nofollow" title="my newest ebook" target="_blank">my newest ebook</a>, I share the strategies and tools of The Grossman Group's award-winning <a href="http://www.yourthoughtpartner.com/your-thought-partner-tools/" title="messagemap" target="_blank">message</a><b><a href="http://www.yourthoughtpartner.com/your-thought-partner-tools/" rel="nofollow" title="messagemap" target="_blank">map</a>. </b>It's a methodology built on best practices in leadership, internal and organizational communications, and has been proven, tested and refined over the years through our team's work with Fortune 100 and other organizations with big, complex stories to tell. (I've even included a case study from our work with one of our clients, a leading hospitality company.)</p> <p><a href="http://www.yourthoughtpartner.com/can-you-hear-me-now/" rel="nofollow" title="Download Can You Hear Me Now? Make What You Say Matter and Increase Your Chances of Being Heard" target="_blank">Download <em><b>Can You Hear Me Now? Make What You Say Matter and Increase Your Chances of Being Heard</b></em></a> and get detailed, valuable steps that leaders can take to connect with employees. The result is better engagement, employees who understand their roles, and ultimately a dedicated team that is an integral part of your organization's success.</p> <p>Learn:</p> <ul> <li>The hallmarks of the best strategic messaging platforms.</li> <li>How to create a message platform that is the basis for all your communication.</li> <li>Untold messaging secrets that will help you capture your audience and get your messages heard.</li> <li>How you can reclaim and own communication in your organization.</li> <li>and more.</li> </ul> <p><em><strong>Have you discovered what's possible when people listen to you? </strong></em></p> <p><span class="hs-cta-wrapper" style="margin-right: auto; margin-left: auto; width: 262px; height: 50px; display: block; border-width: 0px;" id="hs-cta-wrapper-790f8617-a191-434e-a0e3-fc7ca5f5d0a3" data-mce-style="margin-right: auto; margin-left: auto; width: 262px; height: 50px; display: block; border-width: 0px;">  <span class="hs-cta-node hs-cta-790f8617-a191-434e-a0e3-fc7ca5f5d0a3" id="hs-cta-790f8617-a191-434e-a0e3-fc7ca5f5d0a3"> <a href="http://www.yourthoughtpartner.com/can-you-hear-me-now" data-mce-href="http://www.yourthoughtpartner.com/can-you-hear-me-now"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "http://cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=790f8617-a191-434e-a0e3-fc7ca5f5d0a3"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-790f8617-a191-434e-a0e3-fc7ca5f5d0a3").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-790f8617-a191-434e-a0e3-fc7ca5f5d0a3").style.visibility="visible"}, 2000); })(); </script> </span></p> <p> </p> <span></span> </article> <article> <h1>Creating Useful Vision and Mission Statements</h1> <p>David Grossman — Fri, 13 Apr 2012 14:30:00 GMT</p> <p>Why can having a clear vision be so fuzzy? </p> <p>A common question we hear from leaders is what’s the real difference between a vision and mission?</p> <p>It’s funny how often the staples in an organization are the very same elements that can cause so much confusion. I continue to regularly see strategy maps and well-intentioned executives create unintended confusion because they mix the terminology and/or create statements that aren’t helpful to employees in answering key questions: what’s our purpose, and to what do we aspire?</p> <p>First and foremost, kudos to any company or leadership team for wanting to get it right because done well, having both a distinct vision and mission is an important tool to set the right course for an organization and to ensure employees are on the same path. Plus, effective vision statements also can be hugely inspiring to employees who see the future and want to help you get “there.” </p> <p>Today, we’ll set the record straight on which is which: </p> <p><span style="text-decoration: underline;">Vision</span></p> <ul> <li>Answers the question: “What do we want to become?”</li> <li>Paints a picture of where the organization wants to go</li> <li>Looks to the future</li> <li>Is about dreams and hopes</li> <li>Doesn’t talk about how things get done</li> </ul> <p><span style="text-decoration: underline;">Mission</span></p> <ul> <li>Answers the question: “Why do we exist?”</li> <li>Describes the purpose of the organization</li> <li>Looks at today</li> <li>Is about the business the organization is in</li> <li>Might describe capabilities, customer focus</li> </ul> <p>All easier said than done, but well worth the effort.</p> <p><b><em>How does your mission and vision stand up to these definitions?</em></b></p> <p>___</p> <p>Discover more great resources for leaders in The Grossman Group's CEO Ultimate Resource Center.</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-aa0af386-2731-4f3c-a36a-1a94454e4220" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220" id="hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220"> <a href="http://www.yourthoughtpartner.com/ceo-resource-center" data-mce-href="http://www.yourthoughtpartner.com/ceo-resource-center"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=aa0af386-2731-4f3c-a36a-1a94454e4220"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>A Leader Defined: Who's a Leader in Today's 21st-Century Organization?</h1> <p>David Grossman — Wed, 11 Apr 2012 15:30:00 GMT</p> <p>I recently was humbled to be the keynote speaker for the <a href="http://www.asbe.org/" rel="nofollow" title="American Society of Baking" target="_blank">American Society of Baking</a> during their annual meeting of members, this year titled, “Rise Up.” They were interested in helping all their members improve how they lead and communicate in their industry, companies, communities, and how they lead themselves.</p> <p>Kudos to them for realizing that the first person one needs to lead and take care of is oneself, if one’s going to be able to meaningfully focus on others.</p> <p>After the session, an attendee came up to me, saying he considered asking a question, but rather thought he’d catch me after my presentation. I think I fielded about 15 minutes of great, smart questions.</p> <p>He commented on my multiple uses of the term “leader,” and mentioned how he thought that left out a lot of people in his organization. “Not everyone is a leader,” he said.</p> <p>I thanked him for his excellent question, and mentioned I wished he would have asked it because chances are others had the same thought. It could have been another great learning moment.</p> <p>Here’s my view on “leaders.” I believe that everyone can – and should – lead from wherever one is inside an organization, irrespective of level, title, or whether one manages others or not. </p> <p>To survive today, every organization needs people willing to lead at every level and in every position. What’s more, leading is one way in which everyone can continue to contribute and more importantly grow.</p> <p>It’s a win-win.</p> <p>The trick is being able to use your influence to get others to follow you. One can’t be a leader – no matter the definition – without followers. </p> <p><b>In what ways do you lead, and how can you get more followers?</b></p> <p>___</p> <p>Discover more great resources for leaders in The Grossman Group's CEO Ultimate Resource Center.</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-aa0af386-2731-4f3c-a36a-1a94454e4220">  <span class="hs-cta-node hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220" id="hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220"> <a href="http://www.yourthoughtpartner.com/ceo-resource-center" data-mce-href="http://www.yourthoughtpartner.com/ceo-resource-center"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=aa0af386-2731-4f3c-a36a-1a94454e4220"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Workplace Diet: How to Listen So Employees Talk</h1> <p>David Grossman — Tue, 10 Apr 2012 15:00:00 GMT</p> <p><b><span class="Apple-style-span" style="font-weight: normal;">You've made time to <a href="http://www.yourthoughtpartner.com/blog/bid/50856/Workplace-Diet-2012-Take-5-to-Share-Your-Expectations" rel="nofollow" title="share your expectations" target="_blank">share your expectations</a>. You’re <a href="http://www.yourthoughtpartner.com/blog/bid/52284/Workplace-Diet-Take-5-and-Plan-Your-Communication" rel="nofollow" title="planning your communications" target="_blank">planning your communications</a> to ensure your message is received and understood. How are you gathering data and intelligence from your employees, peers and bosses to make smart decisions?</span></b></p> <p>In other words, how well do you listen?</p> <p>It’s a skill all of us can work on. Once you’ve mastered the fundamentals, there are a number ways to raise the bar. Follow these steps to become a better listener:</p> <ul> <li>Approach each dialogue with the <b>goal to learn something. </b>Think, “This person can teach me something.”</li> <li><b>Stop talking and focus closely on the speaker. </b>Suppress the urge to multitask or think about what you are going to say next.</li> <li><b>Open and guide the conversation</b> with broad, open-ended questions such as “How do you envision…” or “Help me understand how you’re thinking about this.”</li> <li><b>Then, drill down to the details, where needed,</b> by asking direct, specific questions that focus the conversation, such as “Tell me more about…,” “How would this work?” or “What challenges might we face?”</li> <li><b>Pay attention to your responses.</b> Be aware of your body language and recognize that the way you respond to a question will facilitate further dialogue or limit what’s discussed by shutting someone down. Purposefully let someone know you’re listening and want to hear more from them through positive body or other verbal cues.</li> <li><b>Summarize what you’re hearing and ask questions to confirm your understanding</b>, such as “Here’s what I hear you saying…..” or “Let me summarize what I’m hearing….”</li> <li><b>Listen for total meaning. </b>Recognize that, in addition to what is being said, the real message may be non-verbal; consider what’s not being said as critical to the message, too.</li> </ul> <p>In the end, the goal is to better understand where someone is coming from, and get the information you need to take the next step and/or make a smart decision. </p> <p><b><em>Which of these steps gets in your way most, which you’d like to address?</em></b></p> <p>____</p> <p><strong><a href="http://www.yourthoughtpartner.com/the-greatest-mistakes/" rel="nofollow" target="_blank">Are you making <em>The Greatest Mistakes (You Don’t Want to Make)</em>? </a></strong></p> <p><strong><a href="http://www.yourthoughtpartner.com/the-greatest-mistakes/" rel="nofollow" target="_blank">Download the free ebook and start making things right!</a></strong></p> <p><br /><em><br /></em></p> </article> <article> <h1>Can Napping at Work Increase Productivity?</h1> <p>David Grossman — Thu, 05 Apr 2012 15:00:00 GMT</p> <p style="text-align: left;" align="center">In my recently released ebook, “<a href="http://www.yourthoughtpartner.com/blog/bid/50261/The-Definitive-Guide-to-Taming-the-Email-Monster-The-New-Free-Ebook">The Definitive Guide to Taming the Email Monster</a>,” I wrote about the boiling point employees are reaching as their constant attachment to electronic devices creates an imbalance in their work and life.</p> <p style="text-align: left;">New research from <a href="http://www.neverfailgroup.com/" rel="nofollow" title="data protection company Neverfail" target="_blank">data protection company Neverfail</a> provides a telling tale of what employees face as they attempt to advance up the corporate ladder, while striking the right balance between their personal and professional lives.</p> <p>According to Neverfail:</p> <ul> <li>83 percent of professional workers check their email after work</li> <li>Two-thirds say they have taken a work related device on vacation</li> <li>More than 50 percent say they send emails during meals with family or friends</li> </ul> <p>Why is it so hard to power down when we’re not at the office? The University of Chicago’s Booth School of Business found people consider email, Twitter and Facebook more difficult to resist than cigarettes and alcohol.</p> <p>Smart leaders know employees with a strong work/life balance are more productive.</p> <p>Smart leaders are starting to recognize the difficulty many employees have in maintaining a positive work/life balance in an increasingly connected world.</p> <p>Smart leaders are starting to take action.</p> <ul> <li>German-based telecommunications company Deutsche Telekom instituted a “Smart-Device-Policy,” asking employees to claim communication-free time after work. In exchange, management promises not to expect employees to check email or answer phone calls after hours.</li> <li>Lloyd’s Bank in the U.K. banned travel for all employees during the third week of every month. In addition to improving employees’ work/life balance, the move has saved the Bank roughly £1.5 million (roughly $2.25 million) per month. It’s worth noting that travel over the rest of the month has also decreased since the new policy went into place.</li> <li>Google launched a new program focused on employees’ emotional well-being, and installed energy pods for employees to take 20-30 minute power naps to help curb workplace fatigue and increase productivity. The pods, built by MetroNaps, can also be found at AOL Huffington Post Media Group and Cisco.</li> </ul> <p><b><em>What steps can you take to improve your employees’ work/life balance, and their productivity?</em></b></p> <p>_____</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91" id="hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91"> <a href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster" data-mce-href="http://www.yourthoughtpartner.com/definitive-guide-to-taming-the-email-monster"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=189cba9d-ec2a-401c-8d1f-e4bf3c46ae91"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-189cba9d-ec2a-401c-8d1f-e4bf3c46ae91").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> <article> <h1>Biggest Email Abuses and Bad Habits</h1> <p>David Grossman — Wed, 04 Apr 2012 15:30:00 GMT</p> <p>I’m working hard with<a href="http://www.yourthoughtpartner.com/blog/bid/51284/Workplace-Diet-Being-Clear-About-Your-Expectations" rel="nofollow" title=" my 2-year-old daughter" target="_blank"> my 2-year-old daughter</a> to teach her good manners. I believe it’s a critical life skill and think the world would be a better place with a little more “please,” “thank you,” and “excuse me,” among other phrases that portray kindness and an understanding and appreciation of others.</p> <p>When it comes to email in the workplace, I think we could use some <a href="http://www.yourthoughtpartner.com/blog/bid/52363/Tips-to-Improve-Your-Email-E-tiquette-Part-1" rel="nofollow" title="better manners" target="_blank">better manners</a>, too (and not just with email, but don’t get me started!). </p> <p>Here’s my list of abuses and bad habits. Are you guilty of any of these?</p> <ul> <li><b>Selecting email as the wrong form of communication</b> – should your message be communicated face-to-face? Voice-to-voice?</li> <li><b>Poorly written email</b> – beyond misspelled words and poor grammar, does your email get to the point?</li> <li><b>Sending irrelevant information</b> – is the information pertinent to your recipient? Do they really need to read your message?</li> <li><b>Engaging in too much back and forth when a phone call would solve the issue</b> – research shows conflict escalates quicker and last longer over email</li> <li><b>Hiding behind email for tough conversations</b></li> <li><b>No call-to-action</b> – why are you emailing? What is it you are asking the recipient to do?</li> <li><b>Using “reply all”</b> – not everyone needs to see your one-off response, and it’s rare that everyone needs to be copied on your email response</li> <li><b>Cc’ing unnecessarily</b> – not everyone needs to see the message</li> <li><b>Saying something in email you wouldn’t want to read in the newspaper</b> – email lasts forever; don’t let your frustration or poor choice of words come back to bite you down the road</li> </ul> <p><b><em>As you read the list, which one or two abuses are you guilty of that you’d like to remedy?</em></b></p> <p><b><em>____</em></b> </p> <p><span style="color: #000000;"><b>We want your bad emails!</b></span></p> <p>Send us your best—<em>or actually the worst</em>—emails in your inbox. Email us at <em><a href="mailto:bademails@yourthoughtpartner.com" target="_blank">BadEmails@yourthoughtpartner.com.</a></em></p> <p>We’ll use the emails for a future eBook.</p> </article> <article> <h1>Goldman Sachs Advisor: “Nobody Puts Customers First”</h1> <p>David Grossman — Mon, 02 Apr 2012 14:45:00 GMT</p> <p>In the latest chapter of the Goldman Sachs saga, last week a senior policy advisor, Arthur Levitt, shared his thoughts with the <a href="http://wallstreetpit.com/90674-goldman-sachs-should-stop-saying-it-puts-customers-first-levitt">Wall Street Pit</a>. He said Goldman should stop referring to putting customers first, because “nobody really puts customers first.”</p> <p>That’s a bold statement to come from the inside of a company working overtime these days to assure the public (including clients) that they have a <a href="http://www.goldmansachs.com/media-relations/comments-and-responses/current/nyt-op-ed-response.html">“client-driven culture.”</a> </p> <p>I can name numerous companies, including many of my clients, who have a client-driven culture – not just in words, but in all-important actions. None are perfect, but have the reputation and credibility with employees and other key stakeholders that they mean what they say, and make good on their promises every day. As importantly, when they make a mistake, they admit it, fix what’s broken and work to make things right. It’s all about integrity and dignity.</p> <p>Also last week a former Goldman Sachs partner, <a href="http://www.cbsnews.com/8301-500395_162-57403335/goldman-sachs-insider-speaks-out/">Jacki Zehner who left the firm in 2002, spoke to CBS MoneyWatch</a> and surprisingly, didn’t defend or condone the actions of her former employer, who she says she still supports. </p> <p>Rather, she said she recognizes the accusations from an <a href="http://www.nytimes.com/2012/03/14/opinion/why-i-am-leaving-goldman-sachs.html?pagewanted=all">op-ed by ex-Goldman executive Greg Smith</a> might hold some truth. Zeher said she thinks Goldman needs to be brave enough to answer media’s tough questions, participate in the lessons learned from this situation, and hopes this serves as a wake-up call for the management committee and board of directors.</p> <p>If Goldman leaders want to be able to say with integrity “we’re a client-driven organization,” extinguish the bad behaviors, hold employees—and each other—accountable for what they say and do, and <a href="http://www.yourthoughtpartner.com/blog/bid/52488/Goldman-Sachs-s-Workplace-Reputation-Plummets-to-New-Low">improve their brand reputation</a>, they need to acknowledge what’s broken as the first and most critical step, then fix it.</p> <p>If they’re not putting customers first, who is Goldman putting first? And what does that say about their organization?</p> <p><b><em>What can we learn here and apply to our team or organization?</em></b><b><em></em></b></p> <p>____</p> <p><span class="hs-cta-wrapper" style=" border-width: 0px;" id="hs-cta-wrapper-aa0af386-2731-4f3c-a36a-1a94454e4220" data-mce-style="border-width: 0px;">  <span class="hs-cta-node hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220" id="hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220"> <a href="http://www.yourthoughtpartner.com/ceo-resource-center" data-mce-href="http://www.yourthoughtpartner.com/ceo-resource-center"></a> </span><script type="text/javascript"> (function(){ var hsjs = document.createElement("script"); hsjs.type = "text/javascript"; hsjs.async = true; hsjs.src = "//cta-service.cms.hubspot.com/cta-service/loader.js?placement_guid=aa0af386-2731-4f3c-a36a-1a94454e4220"; (document.getElementsByTagName("head")[0]||document.getElementsByTagName("body")[0]).appendChild(hsjs); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="hidden"}, 1); setTimeout(function() {document.getElementById("hs-cta-aa0af386-2731-4f3c-a36a-1a94454e4220").style.visibility="visible"}, 2000); })(); </script> </span></p> </article> </main></body></html>