 Articles and Tips to
Improve
Leadership & Communication Skills
Are leaders born or can they be trained?
Make a list of characteristics of an effective leader. Almost all the
attributes on the list can be taught in some form. And, many of the
characteristics involve some form of communication skills - which can
certainly be learned.
Other characteristics involve behavior and attitude. These, too, can be
changed over time. The desire must come from within you. Once you
identify the desire, then you can look to external sources for
education.
You have permission to reprint these articles, simply give us credit (shown at end of each article).
Kelly Watkins
Are You So
Busy Serving Customers or Leading Staff
--
that you forget the person?
Identify Listening Situations
Fun Email Quiz
Choose the Best Communication Tool
10 Speaking Tips
10 Tips to Give Employee Feedback
10 Tips to Improve Verbal Skills
For articles on customer service, visit:
http://www.KeepCustomers.com
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Links to more articles by
Kelly
(Published in AME Info – the ultimate Middle East
business resource)
“How would your leadership hold up in Antarctica's
ruthless climate?” by Kelly Watkins, MBA.
In the
harsh climate of Antarctica, leadership skills equal survival. In our
current harsh economic climate, your leadership skills will determine
your company's survival. Are you prepared with the appropriate
leadership mindset? ...
To read the rest of
Kelly's article:
http://www.ameinfo.com/190514.html
“Distinguishing your company in a crowded market”
by Kelly Watkins, MBA.
Despite
the current economic woes, business in the Middle East continues to grow
at an incredible pace, especially compared to other parts of the world.
So as competition increases, how can you distinguish your company from
others? . . .
To read the rest of
Kelly's article:
http://www.ameinfo.com/186257.html
Are You So Busy Serving Customers Or Leading Staff --
that you forget the person?
by Kelly Watkins, MBA
www.LeadershipArabWomen.com
Do you get so wrapped up in the day-to-day duties of managing employees
that you ignore the employee? Are you so busy trying to serve customers
that you forget about the customer?
I was sitting in the lobby of a hotel near Washington, D.C. staring out
the window. A vehicle stopped in front of the building. A bedraggled
couple slowly emerged from the car. The man began a half-hearted attempt
to stretch his arms, which he abandoned in mid-air.
One glance told me they were “travel weary.” You know that feeling – not
sure what city you’re in, what day it is, or what’s happening in the
world. Your eyelids are swollen from squinting at the reflection of the
sun on the pavement and the vain attempts to read road signs coming at
you at 100 kilometers per hour. The pupils of your eyes are glazed over,
remnants of the trancelike state the expressway induces.
Erma Bombeck even wrote a book about the travel weary look, it’s called,
“When You Look Like Your Passport Photo, It’s Time to Go Home.” To put
it kindly, this poor man and woman appeared ready to go home!
The couple shuffled into the lobby. They approached the counter,
apprehension written on their faces. That’s when it occurred to me they
didn’t have a reservation.
The man’s voice was low, and it faltered slightly as he asked the front
desk clerk, “Do you have any rooms available?” He didn’t add, “Please
say yes,” but the plea was apparent in his tone.
The Efficient Clerk began pecking on the keys of the computer keyboard.
Without looking up and allowing eye contact to distract her from her
duties, her first comment was, “Do you want smoking or non-smoking?”
The man hesitated, looked into his wife’s pleading eyes, and stammered,
“It doesn’t matter.”
The Efficient Clerk, obviously trained in the importance of making
customers happy asked, “But, which do you prefer?”
The man mumbled a choice. After more pecking at the keys, the Efficient
Clerk asked, “Two double beds or one King?” Again, she didn’t allow eye
contact to interfere with doing her job. The husband and wife exchanged
the same bewildered looks. The man, again, mumbled a selection.
After a few more questions, the Efficient Clerk looked at the couple for
the first time and said, “That’ll be $99, plus tax.”
It took great restraint for me not to shout across the lobby, “Oh? Does
that mean you have a ROOM AVAILABLE?”
This couple was exhausted. The Efficient Clerk could have calmed their
concerns immediately by letting them know there were rooms available.
Then, she could have handled the details. But, she didn’t. The Efficient
Clerk had missed the point.
Do you miss the point? Are you so mired down in your daily tasks that
you forget the reason for the tasks – the customer or the employee?
Are you so busy filling out the paperwork for the customer that you
don’t look at the customer and make eye contact? Are you so focused on
quickly processing information that you forget to develop rapport with
the customer and make him/her feel welcomed and valued? Are you so busy
managing, that you miss an opportunity to listen to an employee’s
feedback?
Remember that part of customer service is the customer. And, you can’t
be a leader if no one is following. Don’t get so absorbed in
accomplishing things that you forget to look up occasionally and notice
the people.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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Identify Listening Situations
By Kelly Watkins, MBA
www.LeadershipArabWomen.com
During the day, you are bombarded with thousands of messages trying to
claim your attention. Clients are calling on the phone. Paperwork is
sitting on your desk. People are walking into your office. The radio or
television is playing. Colleagues are whispering in your ear or
screaming at your door.
You cannot listen effectively to everything and everyone at once. It is
easy to fall into the “Focus Trap” – where you don’t listen well because
you are not focusing on the right things.
It is difficult to determine where to focus. Even the phenomenal power
of your brain cannot process everything that it is exposed to. Your
brain copes with this chaos by filtering the messages.
The Dutch Impressionist artist Vincent Van Gogh did not have a good
“filter.” He claimed to hear voices and ringing in his ears. In 1888,
Van Gogh cut off half of his left ear. One theory claims that Van Gogh
did this because he could no longer tolerate the noise.
Modern-day doctors have suggested causes that range from Meniere’s
disease (an inner-ear disorder) to behavior disorders to epilepsy.
Regardless of the actual reason, it is easy to see that someone who is
incapable of filtering out
excessive noise would be tempted to remove an ear.
Luckily, you have a better filter. This filter allows you to sort
through all the clutter and choose what information to process.
To avoid the Focus Trap and listen more effectively, there are two
steps. First, be aware that you are making decisions about where to give
your attention.
Then, be selective. Make conscious choices about where to focus.
You cannot be a good listener all the time. What!? That is not a
misprint. It takes a lot of effort and energy to avoid the Focus Trap.
You cannot listen well 24 hours per day / seven days per week. So, what
do you do?
Identify listening situations! What are “listening situations”? These
are interactions with people where you absolutely must pay attention.
Take a moment right now and think of situations at work where it is very
important for you to give your full attention to the person speaking.
You have just identified your listening situations. Since you cannot do
a great job of listening every minute of the day, now you know when to
say to yourself, “Hey, I need to pay attention here!”
When listening, don’t succumb to the Focus Trap! Make conscious choices
about which messages to process. Then, identify listening situations and
concentrate your energy and good listening skills on those.
Want to test your listening skills? Answer some listening riddles or
preview Kelly’s book “The Key to Effective Listening” at
http://www.KeepCustomers.com.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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Fun Email Quiz
By Kelly Watkins, MBA
www.LeadershipArabWomen.com
Are you creating a positive, professional impression when you email your
co-workers and customers? Or, is Miss Manners shrieking in horror every
time you hit the send button? Are you being efficient and effective when
you send messages, or are you wasting time? To find out, take this fun
quiz.
1. One method to achieve a conversational tone in an email message
is
to:
- Use slang terms and jargon.
- Use contractions.
- Use acronyms.
- Stand up and yell across the office. See if you
can start “the wave.”
Answer: B. When you speak in a conversation, you use contractions. So,
it’s acceptable to use them in email to create a conversational tone.
2. When beginning to type an email, start with:
- The addressee’s email address.
- The message.
- The addressee’s name.
- “Yo, dude or dudette!”
Answer: C. Starting a message with the addressee’s name is not only more
personal, it helps avoid miscommunication and confusion. Without the
addressee’s name, the person doesn’t know if the message is intended for
him/her.
3. When writing an email message, paragraphs should:
- Be long.
- Be short.
- Be indented.
- Be invisible – no one can mess it up that way.
Answer: B. People aren’t willing to invest time reading messages that
appear too long or tedious. Short paragraphs appear easier to read
because there is more white space. There is also less chance that the
reader will miss a point.
4. The best way to make several points in an email is:
- Include all the points in the first paragraph.
- Include all the points in the last paragraph.
- Use lists with bullets or numbers.
- Put it on a banner and rent an airplane to fly
over the office pulling the banner.
Answer: C. If you put more than one point in a paragraph, it may be
overlooked. Lists and bullets make your points stand out. They are also
easier for the person to see.
5. At the end of an email message, you should include:
- Only your name.
- Only your name and company.
- All your relevant contact information.
- A picture of your pet python and twin
tarantulas.
Answer: C. Provide people with all the information they need to contact
you – in whatever way is most convenient for them. They may prefer the
telephone or regular mail over email.
6. If you know the recipient reads emails quickly and is often in a
hurry,
the best way to send a supporting document is:
- Paste it into the body of the message.
- Attach it as a separate document.
- Type slowly.
- Have it delivered by carrier pigeon.
Answer: A. When the recipient is in a hurry, he/she will be less likely
to open an attachment because it takes extra time. The person is more
likely to read something that’s pasted right in front of him/her.
7. When sending a message, you should copy (“cc”):
- Everyone in the department – just in case.
- Your boss and your boss’ boss – so they know that you’re working
hard.
- Only those people who absolutely need to know.
- The whole world. Why not? Everyone else does.
Answer: C. The “cc” function is the most abused function in email. Don’t
be a pain!
8. When writing a Subject Line:
- Use something general, such as “Greetings” or “Hello.”
- Be specific, but brief.
- Use several sentences.
- “If you don’t respond, I’ll send Uncle Guido to
break your knee caps.”
Answer: B. A generic Subject Line doesn’t tell the recipient anything.
The
more specific you are, the better chance you have of getting the
recipient to
open the message.
9. When possible, email messages should be:
- Extremely detailed, even if the message is quite lengthy.
- Kept to one screen.
- Forwarded to the author of a cartoon for future
material.
Answer: B. Most readers won’t take time to read more than one screen.
The shorter the message is, the better chance you’ll have of getting it
read.
Score:
9 = You’re perfect. (But, you knew that already.) Keep emailing!
7 - 8 = You’re okay. Be a little more cautious, though. You could learn
a few tips from my book, Email Etiquette Made Easy
( http://www.keepcustomers.com ).
5 - 6 = You could use some help. Try my book, Email Etiquette Made Easy
( http://www.keepcustomers.com ).
Less than 5 = Ugh! Call me now! We’ll schedule your one-on-one training
immediately.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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Choose the Best Communication Tool
by Kelly Watkins, MBA
www.LeadershipArabWomen.com
Today’s technology has provided us with so many forms of communication
that we often grab for the nearest gadget without asking an important
question, “What gadget is best?” Or, in more formal terms, “What is the
most effective method of communicating for this situation?”
Should you make a telephone call, or would it be better to visit in
person? Should you whip off a quick email message or type a formal
letter? What about a fax? Should you page the person and have him/her
return your call? Is it acceptable to call this person from your
wireless phone? Do you need to schedule an in-person meeting or would a
videoconference be more efficient? Do you need to arrange a
teleconference or will three-way calling suffice? Should you call the
other person on his/her wireless phone?
Technology offers many options for communicating. To be effective, you
want to make the right choice.
Start by considering your audience. If an employee hates email, don’t
use it to convey bad news. If a client dislikes wireless phones, don’t
call him/her from yours. If your boss is annoyed by pagers, don’t page
him/her unless it’s vital.
Ask yourself, is it acceptable if there is a lag time between when the
message is sent and when it is received? Be careful when determining
what is “quick” communication.
For example, email isn’t necessarily fast. Simply because email is sent
instantaneously doesn’t mean it’s received that quickly. Some people
only check their email once a day or once a week.
Regular mail is notorious for being slow. There’s a reason it’s
nicknamed “snail mail.” If you have a quick question or need a
clarification, pick up the telephone or walk across the hall. Hey, the
exercise is good for you!
Is there a chance the communication could be misunderstood or
misinterpreted? Face-to-face contact allows you to obtain valuable
non-verbal feedback. And, you can receive this feedback immediately and
in mid-sentence, instead of waiting until you’ve sent an entire
document, only to discover you’re on the wrong track. Remember, too,
that a videoconference is another way to achieve face-to-face contact.
On the other hand, if you’re communicating numbers, financial data, or
complicated information, put it in writing. This will help you avoid
miscommunication or confusion.
Are you having trouble building a relationship? Whether the person is a
co-worker or a new client, look for the most personable methods of
communicating. Make a telephone call, or pay a personal visit.
Is the appearance of the letter or proposal important? If a potential
client will be making ten copies of your proposal and distributing it to
the Board of Directors, don’t fax it. Consider sending the copy via
regular mail – in a flat envelope.
What is the volume of information that is being communicated? Faxes are
best suited for sending brief pieces of information.
Does the communication require input from several people, or are you
brainstorming ideas? If so, consider a face-to-face meeting or a
teleconference. That way, everyone can participate at once.
If you need time to think about your reply, avoid the telephone. By
using a written format, such as a letter, email, or fax, you have time
to consider the matter. Also, if a client is asking detailed pricing
questions, you can eliminate confusion (and protect yourself) by putting
it in writing.
Is the receiver in a different time zone than you are? Maybe you are
ready to leave the office, but you want to send information about an
order. If the client is three time zones away, a fax or email will reach
him/her more effectively than a phone call.
Finally, in this age of technological gadgets, don’t underestimate the
power of a hand-written note. That’s one way to let employees know you
appreciate them or to stand out among the competition. How many of your
competitors will take the time to hand write a note to a potential
client?
Use today’s technology to your advantage. Don’t sabotage your message by
choosing the wrong method of communicating it. Make a conscious decision
about the most effective medium for your situation.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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10 Speaking Tips
By Kelly Watkins, MBA
www.LeadershipArabWomen.com
- Do your homework using the 5 W’s. WHO is the audience? How much do
they know about the subject? WHAT have you been asked to talk about?
Stay on the topic. WHEN? Don’t speak longer than the time you were
given. WHERE? Get directions to the event. WHY? Determine your top three
objectives. Ask yourself, “This presentation will be successful, if
_________.”
- Arrive early. Hook up the LCD projector or focus the overhead
projector. Pre-set materials. Test the microphone (about 3”-5” from your
mouth for hand held and 12”-18” for stationary).
- Be aware that people are watching you. When your introduction is
being read, the audience is looking at you, not the person saying the
introduction. Don’t adjust your tie or comb your hair.
- Don’t start speaking until your ready. Upon reaching the lectern,
arrange your notes and adjust the microphone.
- Say your opening remarks first. Then handle administrative details,
such as handouts, restrooms, or the agenda. You want to obtain the
listeners’ attention and establish credibility before you discuss
trivial details.
- Use visual aids confidently. Explain the item before it’s shown, and
remove it when done. If you’re nervous, lay a pen on the overhead
instead of pointing with a shaky finger. Or, set the remote for the LCD
projector on the table. For flip charts, either speak up while writing,
or wait until you are done before resuming the talk.
- Enliven your presentation. Use stories and examples to reinforce your
most important points. People remember stories more than anything else.
Don’t discuss too many details. Abbreviate when possible, and make the
story relevant.
- Move around. By moving, you become part of the audience, instead of
“the seller” or “the speaker.”
- Let go of that lectern. Use gestures to emphasize points. These must
be large enough to be seen around the lectern, so “detach” your elbows
from your sides.
- Handle questions confidently. Repeat the
question, so everyone can hear. This also provides a few seconds to
think of an answer. Then give a brief response. If the response
requires a lengthy explanation, save it for after the presentation.
To read tips & excerpts from “Will the Audience Throw Eggs?” visit
www.KeepCustomers.com
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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10 Tips to Give Employee Feedback
By Kelly Watkins, MBA
www.LeadershipArabWomen.com
- Providing feedback can be intimidating, but you must overcome those
fears. Employees deserve praise, and they deserve to know when
improvements should be made. Sure, this takes extra time and effort.
Yet, when employees know how to do their jobs, they don’t need to bother
you.
- Don’t wait until an employee does something wrong to provide
feedback. Provide positive reinforcement by complimenting the good
things.
- Give feedback immediately after the event. If it was good, you want
the employee to remember what he/she did right. If it was wrong, you
don’t want to give the person time to “forget” or make excuses.
- Criticize in private. Employees listen better if their co-workers
aren’t walking by.
- Don’t dwell on the negative. Briefly tell the employee what he/she
did wrong. Then move on. Spend your time providing solutions.
- Ask for suggestions. After telling employees what they did wrong, ask
them for ideas on how the situation could’ve been handled better. If
employees think of the suggestions, they will remember them (and be more
likely to use them in the future.)
- Suggest alternatives. Don’t say, “there is only one right way to do
this—my way!” If you can provide two or three different methods, then
employees feel empowered to make their own decisions.
- Praise in public. Let everyone hear you say nice things. This not
only encourages others to do well, it lets them know that good behavior
is expected.
- Be specific. Tell the person exactly what he/she did that was right
or wrong. Then employees know what action or behavior to repeat.
- Give rewards. These can be free (write them a
note or put their name on the bulletin board); inexpensive (buy them
lunch or a big cookie); or elaborate (a day off or a prize for
employee of the month). Ask employees what prizes motivate them. You
may be surprised by the answer.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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10 Tips to Improve Verbal Skills
By Kelly Watkins, MBA
www.LeadershipArabWomen.com
- Evaluate your verbal skills. Use a tape recorder to record yourself
during actual conversations. Then play it back to determine what areas
need improvement.
- Listen for mistakes. The hardest part is “catching yourself in the
act.” When you can hear yourself say things incorrectly - 90% of the
battle is over. The other 10% is to simply quit doing whatever the bad
habit is.
- Practice. In the car, read signs out loud. Over enunciate the words.
Then say them normally. You’ll discover vowels and consonants you never
knew existed.
- Watch your tone. People interpret what they hear based on: 7%
content; 38% tone; and 55% non-verbal. Therefore, how you say something
(tone) is much more important than what you say (content).
- A smile can be heard. A true smile will actually change your voice
inflection.
- Don’t shout. When speaking to people who don’t understand English,
avoid the tendency to get louder. As your volume rises, your diction is
less clear, making it even harder to understand you. Plus - you look
foolish shouting at people.
- Become accustomed to silence. We use words such as “uh,” “um,”
“like,” to fill the air while we think. To avoid this habit, pause and
remain silent while you gather your thoughts. It may feel uncomfortable
to you but will appear very natural to your listener.
- When you stumble over a word, go on. Chances are the other person
didn’t even notice. So, why bring attention to it? Even if the person
did notice, he/she will forget about it long before you do.
- On the telephone, be specific. Use more descriptive language, since
you can’t indicate things like size or direction with your hands.
- Practice clear diction until it becomes natural. Then you won’t have
to worry about it during important presentations or conversations. Never
fear - you won’t sound pompous to your old high school chums. When
talking with them, you’ll easily slip back to your old speech habits.
For Reprints, please include contact info:
By Kelly Watkins, international communication & leadership consultant.
For tips, visit:
www.LeadershipArabWomen.com or
www.KeepCustomers.com.
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