positive attitude Archives • Living to Lead

Eight Ways to Motivate Your Team

March 20, 2019 By Dave Ferguson Leave a Comment

Featured article by Dave Ferguson in CEOWORLD magazine. Reprinted by permission.

Consider these two types of calls to customer service.

Call Number One

A very unenthusiastic voice answers with a sigh. You explain your situation and ask for help in resolving an issue. As you ask questions, you sense that they are going through a checklist and responding with “canned” answers.

Ultimately, you are met with a response such as, “We can’t help you with that. You will need to call [another company or another department or another time].”

Or they may say, “This works for us. It should be working for you as well.”

Only you know it is not working. They offer no further alternatives, and then utter these infamous words: “Is there anything else I can help you with today?”

Now, in your mind, you know they did not help you with your first request; and you know they do not really want to help you with anything else. So, you hang up the phone, exasperated.

You are now an unhappy customer.

Call Number Two

“Hello, this is ABC Company, Joe speaking, how may I help you today?”

Joe’s professionalism and enthusiasm are immediately apparent. His energy sets a positive tone for the conversation.

You explain your situation. Joe listens intently. He confirms his understanding of your request and begins to find a resolution. If it is within his ability, Joe will take care of it immediately. He may offer a workaround if it is a custom situation.

If it needs to be escalated, he will let you know, and then promise to follow up the next day with the escalation team and keep you posted on progress. He does exactly as he promised.

Joe does not give up until you are happy with a resolution to your issue. He has essentially partnered with you to resolve the issue.

Not only are you a happy customer; you now have a great deal of trust in the company, based on your encounter with Joe.

This is the power of the front line.

Companies spend a great deal of money on marketing and advertising. But how much has your company invested in its front line?

Why does this matter?

It is because your most valuable customer is the one who returns and recommends you to others. Why would you invest so much to get them and so little to keep them?

In a previous article, we talked about how important it is for leaders to motivate themselves.

In this article, we will talk about how you, as a leader, can motivate your team.

Make sure they are placed well.

It could very well be that the representative on call number one had the potential to be a good employee if they were placed in the right position.

For example, you may have an introverted employee who works well in a quiet setting, with minimal supervision. They may be a programmer, for example, or a very detail-oriented accountant. If you place that person in a customer service position, it will be challenging for them to stay motivated long-term. People drain their energy.

On the other hand, if you have an employee who is a helpful “people” person and you place them in this position, it will give them energy.

If you place your people well, you add energy to each individual and to the team. And they will convey that energy to the customer.

Own the responsibility.

While it is true that motivation must come from within, you as the leader must own the outside forces that feed that inner motivation for each of your employees. Place them in the right position. Provide an environment that fits them well. Consider ways to show that you care for them as individuals and not just as part of a corporate machine. Ensure they are well-equipped and trained for the job.

If your team is not motivated in their work, ask yourself if you are doing your part to spark their inner motivation.

Thank your team specifically.

When a team member does something well, be sure to thank them specifically for what they have done. Nothing is more motivating than to sincerely be appreciated for something specific.

Invite their input.

Company suggestion boxes have become the source of sarcasm and jokes. “Put it in the company suggestion box. No one looks there anyway.”

Sadly, there is truth in that.

Leaders often say, “Give us suggestions, send us your ideas, let us know your thoughts.”

But few of those are heeded. And it is not because they are not good ideas, suggestions, and thoughts.

A wise leader will ask for input and take action when it makes sense for the organization to do so. And then report back to the employee that you have done so.

Do you want to motivate your team? Listen to their input and take action.

View them as experts.

Leaders can get into the mindset of thinking only they and their peers know what the company needs to thrive. But a wise leader will take the time to get feedback from the front-line experts, and especially those who deal directly with the customers and systems of the business. While company leaders may be experts in areas like vision and strategy, these team members have expertise as well…in operations, accounting, systems, and customer-facing skills.

If you are only meeting with your peers, you are missing a wealth of expertise. Expanding your circle of expertise not only adds value to the organization, it generates enthusiasm across your team to know they are recognized in this manner.

When individuals are given the chance to contribute their expertise, they are self-motivated to do their best work.

Attitude modeling

There are times when lack of motivation feeds from the top down. For example, if there is a high level of customer dissatisfaction, there will likely be a front-line issue. If you look beyond the front line, you may find that a leader with an attitude issue is having a trickle-down effect.

Leaders are people, just like anyone else. Everyone has good and bad days. But as a leader, your people look to you to set the example. Keeping a positive attitude in the face of adversity not only motivates you; it motivates your entire team.

Take time for them.

Your team will give you their best effort if they feel a connection with you, the organization, and the vision. This means communication is key. Share the bigger picture vision and goals with employees at all levels of your organization. Working together to accomplish a goal is highly motivational.

Empower them to make decisions.

In previous decades of business, the hierarchal model was the accepted norm. Today’s business is much more collaborative. As such, it makes sense for you to give your employees boundaries of authority that are appropriate for their area. If they can help solve a customer’s issue, and they know they have some leeway to do it, they are more apt to be motivated and enthusiastic.

Is your team motivated to serve well? Are you?

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in talking to Dave about coaching or having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

The 3-Part Process of Leadership Basic Training

April 5, 2018 By Dave Ferguson Leave a Comment

Featured article by Dave Ferguson in CEOWORLD magazine. Reprinted by permission.

In The 11 Essential Needs of Employees, we noted the top reasons for job dissatisfaction. One of those reasons is that employees are unhappy with management and the way they manage.

This is why the first rung on the Leadership Ladder is “Leadership is a Priority.”

Good leadership doesn’t just happen by appointment.

Granted, there are those who are “natural leaders” to some degree; it is their inclination to take charge. But that doesn’t mean all natural leaders are good leaders. The fact is, some “natural leaders” can be really “bad bosses” if their natural talents are not trained in the right direction.

When an unprepared leader is assigned to a leadership position, it can result in disastrous consequences, leaving unhappy employees in the wake. Unaddressed, it can negatively impact the company’s bottom line.

As a leader of leaders, your main focus must be on training your leaders to be good and effective leaders.

How do you do this?

Here is the 3-Part Process of Leadership Basic Training.

1. Un-train

First, you un-train.

As an Air Force veteran, I can tell you that the first few days in basic training are not intended to be pleasant. They are intended to “un-train.”

We recruits came from diverse backgrounds, each with our own ideas as to how things should be done.

We each brought habits – some good ones, and many bad ones. The first few days were all about tearing down those bad habits – and even some of the good ones – to make room for better habits.

Some of us had attitudes. Those were untrained as well…and pretty quickly, I might add.

2. Train

The bad habits and attitudes were replaced with rigorous training for better habits and attitudes. This wasn’t just a matter of positive thinking. It required action…painful, arduous, push-to-the-limits action.

Creating strong leadership habits and attitudes also required repetition. It meant daily practice until the process of what to do was drilled into us so we could carry it out quickly, strategically, and with confidence.

The results of this un-training and training process transformed us from cocky young teenagers to a strong, confident team.

3. Serve

The problem with leadership in typical organizations is that there is no basic training for it. It is simply assumed that a person who is good at his or her job should be able to lead those who do that kind of work, or that someone who is tested and falls within a certain range on an assessment automatically qualifies for a leadership position.

You have an employee who excels in IT, for example, so you make him or her the IT manager. But soon you notice projects are falling behind, and you hear murmurings of discontent among his or her direct reports.

“He used to be our friend. Now he thinks he’s better than us.”

“She did a good job in IT, but as a manager, she’s out of her league.”

Why is it that this stellar employee now fails as a manager?

It often comes down to one issue: They were trained to do a job, but never trained to be a leader.

For them to transition well from being an employee to being a manager, they need to be un-trained on some practices and trained on some new ones.

Before a leader can serve well, they must be un-trained and trained well.

Your organization is all about people – the people who lead, the people they lead, and the clients and customers they collectively serve.

If your leadership team is functioning well at all levels, your clients and customers will be served well.

Are you, as the leader of those leaders, equipping them with the tools and resources they need to do their jobs well?

Leadership Training Resources

Leadership training can take the form of books (at a basic level), workshops, retreats, extended leadership programs, or executive coaching, depending on the needs of the organization and individuals.

Where specific issues need to be addressed, executive coaching can help a leader push through personal or professional obstacles that may be holding them back, or get specific help in dealing with a situation. Executive coaching is also good for strategic planning and accountability, while also offering a confidential sounding board for ideas and issues.

Where teamwork is a component of the leadership training, we encourage group platforms such as workshops and retreats.

Where extensive training for leaders and teams is needed, an extended leadership program will give you and your team time to learn new principles, apply them in the workplace, and then review and refine for best results.

Living to Lead offers all of these, plus an innovative new option where you as a leader can lead your team through a 16-week leadership training program. We provide the tools you can take to your team for learning and application. With this option, you are learning and developing your leadership skills right along with your team. This gives you a chance to get to know your team and generate real solutions and ideas for your business.

To discuss and determine the type of leadership training and team development options that best fit you and your team, feel free to contact me at livingtolead.com/contact.

Attitude vs. Aptitude: Which is Most Important in Leadership?

April 19, 2017 By Dave Ferguson Leave a Comment

Your attitude, not your aptitude, will determine your altitude.” ~ Zig Ziglar

What is Aptitude?

Aptitude is our potential to learn skills, the abilities we develop and perfect over time. Good leadership skills include communication, delegation, trustworthiness, responsibility, etc. But while it is important, aptitude alone will not make you a good leader. It is your attitude that determines what and how much you can do, and how far you will go.

Attitude is Contagious

A bad attitude, especially from a leader, produces more bad attitudes. If everyone around you has an attitude problem, perhaps you, yourself, are a large part of the problem. Ever consider that? Think about what you might be spreading around your social and professional circles.

Your attitude impacts every aspect of your life. Almost all the “attitude issues” I have dealt with over the years, including my own, are the result of allowing someone or something else to control behavior. That is a big problem. No one else is responsible for your attitude. You are!

Be a Responsible Leader

You might be thinking, “Ha! That’s right, they are responsible for their attitudes. Not me.”

While in part that is true, we are also often a product of our environment. As a leader, it is your responsibility to set the tone for your team—to create a positive environment that generates less stress and produces more positive attitudes. That way you can get the desired results with much less effort.

How to Cultivate a Positive Attitude

Aptitude is something you can learn, but attitude is a lot harder to change and cultivate.

Fortunately, there are habits you can begin to implement every day, including:

Refueling by taking care of your body and getting enough sleep
Getting some exercise to relieve stress
Keeping a gratitude journal and intentionally focusing on the good parts of the day
Reframing and embracing challenges as experienced for growth
Adopting a more positive vocabulary
Getting good at failure and rejection, and not letting it harden you against trying
Making someone else smile
Not letting your attitude get dragged down by others
Ignoring whiners and complainers
Listening to or reading something inspirational every morning

I recently read this statement, and it has stuck with me:

“We get what we create and what we allow.”

You are in full control. What are you creating and allowing in your business and in your life? If you feel your team’s overall attitude needs an adjustment, first look in the mirror. Think about your attitude and how it elicits different responses from your team. Lead by example. Accept responsibility for your people and the environment you create based on your attitude.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. For help in creating a positive team environment that gets results, “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

Establish These Three Successful Habits

March 29, 2017 By Dave Ferguson Leave a Comment

When businesses struggle, business leaders are quick to blame the economy or some outside circumstance. In 2001, there was a multi-billion dollar company whose leadership blamed the events of September 11 and the ensuing economy for their demise. The reality was that other companies in the same industry were actually thriving in the aftermath.

Political and economic climates, by their very nature, will always be volatile. At times, this favors business; at other times, it presents challenges. But no matter what is on the news, the good news is that your business does not have to be entirely dependent on the market. You don’t have to wait for the economy to boost your business – there are steps you can take to create your own momentum.

What can and should you do to lead your business in any economy?

Adopting and executing these three habits on a daily basis would be a good start:

1. Have a POSITIVE ATTITUDE.

This is a critical first step toward changing where you are in business and life. If you have a bad attitude, you can change it in one second…if you want to. You have the power to change your “state” that quickly. All you have to do is get in a positive state of mind as soon as you get up in the morning. Choose to be positive, and see how quickly things change for you. Run out the door with passion, positive beliefs, and persistence.

Can you do that? Sure you can, but it has to become a habit. And you can’t let others get in the way.

A positive attitude is especially important for a leader. You set the tone for your entire team. If you want passion, persistence, and a can-do attitude from your team, they must see it in you first. If you do not see that in your team, keep in mind that they are reflecting what you are projecting. And you have the power to change it.

2. Complete HIGH-VALUE ACTIVITIES.

As a leader, where are you spending your time? Is it on high-value activities that generate revenue for the company and for you? Or are you, like many, focusing on things that make you feel like you accomplished a lot during the day, but generate no revenue or real benefit to the company?

Many spend in excess of 50% of their time doing these low-value activities.

Simply put, it is “clutter.”

The leaders who have benefited from coaching with me know that we start working on that clutter the first day we do business together. Over time, we chip away at it until they are doing nothing but high-value activities.

The focus on these high-value activities adds tangible value to the company’s bottom line and lessens the demands on the leader as a natural and welcome side effect.

3. Develop OBJECTIVE ACCOUNTABILITY.

Who do you have in your business or personal life that objectively holds you accountable?

Let me answer that for you: likely no one.

If someone has “skin in your game,” there is no way they can objectively give you the follow-up and feedback you need.

When I assist clients in creating goals, building strategies, and developing action plans, we always have a large accountability piece. If it’s a one-on-one coaching situation, I hold them accountable. In some of my workshops, I actually assign accountability partners.

Accountability is key. And objective accountability actually opens doors.

Whether in a good economy or challenging times, engaging these three habits can help you lead your organization to success.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. For help in creating success habits in your life and leadership, or across your team, “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.