How to Take Your Company’s Attitude to the Next Level

By Boaz Rauchwerger

In my nearly 30-year career as a professional speaker, with many events for groups of CEOs throughout North America, I’ve noticed that there’s something different about companies that achieve great success.torch bizwoman

ATTITUDE

It all comes down to ATTITUDE. The culture of highly successful companies exemplifies an above-average can-do attitude that makes them leaders in their field.

In my opinion, attitude is not part of the thing, it’s not the majority, it’s EVERYTHING! John D. Rockefeller, the founder of the family fortune, said, “I’d much rather hire someone with a great attitude than someone with more degrees than a thermometer who has no clue.”

So, if your company doesn’t have an above-average, positive, can do attitude, here are some ideas of how to integrate this concept into your culture.

UNBELIEVABLE

This is a very powerful word that, when used with people in the outside world with enthusiasm, sets a premise that says your company is doing great! I teach people, when someone from the outside asks, “How’s business?” that they answer with, “UNBELIEVABLE!” Do so with enthusiasm and everyone will give you the benefit of the doubt and think you’re doing great.

The words ‘super’, ‘fine’, and ‘terrific’ are all at one level. UNBELIEVABLE is at a higher level. And, when the other person asks, “Is it really going that good?” simply respond by saying, “All I can say is that it’s UNBELIEVABLE!” The majority of people will walk away and spread good rumors about you because they’ll judge that you must be doing great!

Who does that word affect the most? The person saying it because of the positive response from others. I would suggest that you ask everyone in your company, whenever communicating with someone on the outside, to use UNBELIEVABLE when people ask how business is going.

INNOVATION FACTORY

How about changing the way your employees see your company? Whether you have a handful of employees or hundreds, why not give everyone the idea that you’re all working at an INNOVATION FACTORY?

Psychologically, you no longer produce widgets. Your main product, from now on, is INNOVATION. New ideas. Isn’t that what a championship lighting manteam does? A championship team is constantly coming up with new ways to do things, better designs, and new products.

This idea can be easily implemented by getting a banner produced, at a place like FedEx Office, that reads: “Welcome to Your Innovation Factory”. Post that banner in the lobby of your company or wherever everyone can see it every day. Announce to your employees that, from now on, you’re going to reward new ideas that you end up implementing. What if someone comes up with a great idea that can lead to better products, improved services, or higher profits?

EVERY DAY I PLAY LIKE A CHAMPION

This is another sign that can take your company’s attitude to the next level. Have these words, in large type, placed on an 8 ½ x 11 piece of paper, with your company’s logo at the top. Then have signs printed with these words, and your logo, on very bright yellow paper. Yellow and black have a great contrast and get everyone’s attention.

Then laminate several dozen of these signs, using heavy lamination, and post them throughout your company. At the entrance, in hallways, in everyone’s cubicle, on the doorpost of your office, at the entrance of meeting rooms. Ask everyone, when they see one of the signs, to just touch it.

Something positive will happen in everyone’s subconscious mind when they do that. Make sure that people see you touching your sign on the doorpost of your office. If visitors ask about the signs, offer to give them a few to take back to their company. Because you’ve used heavy lamination, they will not think to make their own. They will post your sign, with your company logo, in their office. This is great advertising!

CARNEGIE & HILL BOOKS

Get copies of the following two books and place them on everyone’s desk: “How to Win Friends and Influence People” by Dale Carnegie and “Think and Grow Rich” by Napoleon Hill.

woman readingBoth of these books, international best-sellers for many years, were written in 1935 and are still very applicable today. The Carnegie book, in my opinion, is the best personal development, attitude, creating great relationships book ever. The Hill book is actually an attitude book. It describes the attitudes of some of the most successful people in America and what made them achieve great success.

As I said, place copies of these two books on everyone’s desk, including yours, and don’t ask anyone to read them. Say the following, “There’s no need to read these books. I would just appreciate if you keep them on your desk.” What do people do when you tell them not to do something? Yes, they will end up reading and your company will benefit greatly. Just seeing them everywhere will positively affect people.

Then, when you start company meetings, say the following: “I was reading a page in the Dale Carnegie book that I thought was interesting. I’d like to read it out loud and then ask each of you to comment.” Read a page and then ask everyone to comment. Don’t ask for volunteers. Just start on one side of the room and go around. This exercise will tell everyone that YOU are reading the books.

WEEKLY PEP RALLIES

One thing that is very harmful to a company’s great attitude is a negative, false rumor circulating among your employees. I suggest Monday morning pep rallies, no more than 30 minutes, where you squash any false rumors.

Play some upbeat music ahead of these weekly meetings and introduce any new employees who joined the company in the past week. Ask pep rallythose employees to bring some pictures from home so everyone can get to know them better. This will make them feel important.

Let people know about the challenges of the past week and, with more emphasis, report enthusiastically about the good things that happened in the past seven days. Compliment people who have gone the extra mile and make a big deal about it. This will make people feel important.

So, let’s summarize the action steps that will take your company’s attitude to the next level:

  1. Use the word “UNBELIEVABLE” when people ask how your business is doing.
  2. Create a “Welcome to Your Innovation Factory” banner and post it where everyone will see it every day.
  3. Create the “Every Day I Play Like a Champion” signs and post them throughout your offices.
  4. Get copies of the Carnegie and Hill books for everyone at your company and ask them to keep them on their desks.
  5. Have a Monday morning pep rally where you let people know what’s going on and recognize people who go the extra mile.

As John D. Rockefeller said, “Attitude is everything!” These ideas can take your company’s attitude to the next level. Let’s get started!

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014

Inspiration and Techniques for Building Championship-Level Performance – Lighthouse clients have one thing in common – all are committed to boosting the performance of their organizations. So, we are pleased to introduce our clients and friends to Boaz Rauchwerger — speaker, trainer, author and consultant. We highly recommend Boaz to you. Ask him to deliver one of his inspirational programs at your next executive retreat or strategic planning session.

One of our favorite Boaz programs is “Playing Like a Championship Team Every Day”. It helps you build on the strengths of everyone’s individual differences. This program helps you discover five steps to get everyone to join the building crew and resign from the wrecking crew. This is a very powerful and inspirational program that receives rave reviews every time.

• Master five techniques to inspire others to perform like champions
• Six recognition techniques including the powerful “good finder” program
• Learn four ways that your team can gain a competitive advantage
• Identify the three prerequisites for maximizing the team’s results
• Learn the two forms of keeping a daily score so everyone wins

Who is Boaz? Over a 30-year span, Boaz, author of The Tiberias Transformation – How To Change Your Life In Less Than 8 Minutes A Day, has conducted thousands of seminars internationally on goal setting and high achievement. He has taught over half a million people how to supercharge their lives, their careers and how to add Power to their goals. His innovative program, for individuals and corporations, is a simple and highly effective process for high achievement. He was voted Speaker of the Year by Vistage, an international organization of CEOs and business owners.  How to Contact Boaz – Want more information on Boaz’s Power Program, including “Playing Like a Championship Team Every Day”? Just click here and we’ll be in touch.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching. Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

To order the books, “Cracking the Personality Code” and “Cracking the Business Code”, please go to www.lighthouseconsulting.com.

The Masks We Wear

By Ellen Borowka

Masks have long been a part of daily life. From the past when tribal dancers wore them to worship their gods, to the present where children wear them for special holidays like Halloween. Our ancestors used masks for a variety of reasons. Some were worn to portray spirits, gods or animals; and others were used to protect and guard against misfortune and disease. There were masks to maintain contact with the dead through burial rituals or in ancestor worship; tomask2 represent characters in theater; and to celebrate the change of seasons and festivals.

Masks in Everyday Life

We use masks in everyday life too. Usually not made of wood, clay or stone as in primitive times, but one that seems invisible though it too conceals our true nature. This mask is the image or facade we present to others. It is our false self that was developed in response to an unsafe and demanding environment. We have different reasons for using this type of mask. We may want to protect ourselves from getting hurt or rejected by others. We may want to become what others want us to be, in order to be accepted by them. Perhaps we feel no one would like or love who we truly are, so we hide our true self. Or we might not like ourselves so we try to pretend to be like someone else.

Yet, I think the core issue is not feeling loved by others and ourselves. This seems to fuel our insecurities and we may find ourselves willing to do anything to be loved by others. Even denying our true self – who we are – our beliefs, our values, our desires, our needs. If we don’t love ourselves, then we depend on others to provide that love and make us feel worthwhile. Yet, they may look to us to provide the same thing! That makes for a very unstable foundation for our relationships as well as for our psyche.

How Do We Cope?

Coping mechanisms, like pleasing others, are based in these insecurities. We seem to develop our mask as a way to handle our fear of rejection and other painful feelings. Those who wear masks on Halloween are in disguise – pretending to be another person or creature. If we are conscious of our masks then we know we are not what we pretend to be. Many are not aware of the mask they present to others. Like the tribal dancer, we can in some ways become the mask we present. The facade can take over where we may feel we have little control over our lives. Whereas our ancestors may have believed that one’s religious or magical powers are released by changing identity and becoming another being, we actually lose our power when we allow our mask or false self to take over our lives. If we can’t be true to ourselves then we deny our expression, our soul, and we deny the light we bring to this world. I believe that each of us is here to not only discover and accept our unique qualities, but also to share them with others. That is the healing process when we touch heart to heart.

What’s Our Mask?

So, what kind of masks do we wear? I would say that our mask changes to meet the demands of the environment. In other words, our mask or false self depends on our external world whereas our real self relies on our internal world. Our mask reacts to the demands of our environment and our true self responds to our needs and desires. There are many different masks or coping mechanisms we take on. We may push ourselves to be perfect in how we look and/or how we act. We may deny our feelings of sadness or anger or fear, because we may have learned these feelings are “bad” or unimportant. We may feel we must always be right or good or knowledgeable. We may feel we have to care for everyone else to be loved and needed. Or perhaps we think we exist only to make others happy. These are just some of the masks we wear.
mask1What kind of mask do you wear? What are some expectations you put on yourself or false concepts you have of yourself? Do you think you “have to” or “should” or “must” do or say or be a certain way to be loved and accepted by others? If so, that might be part of your mask. A good exercise to learn more about your mask is to create a mask that represents the qualities of your false self. You can draw with markers or crayons and/or use parts of magazine pictures and words to create a life-size mask. Clay or paper mache with acrylic paints is also a good medium, and symbols are helpful to give your mask depth. Or you could write about it.
One might think it is necessary to get rid of the mask to allow the true self to be seen. Yet, actually we need both to live in this world and as our world becomes safer then we may need our mask less and less. George Washington once advised, “Be courteous to all, but intimate with few, and let those few be well tried before you give them your confidence.” So, we need our mask to protect our inner self. What is also needed is to have a balance between the two – allowing our inner light to shine out to others, while protecting it from those that cannot appreciate it. Our masks are not bad, but it just comes down to choice. The real self has choices of how to be, but the false self depends on others for how it should be.

Finding Balance

How do you find a balance? Some ways are to explore your inner world, and learn more about your true and false self. Begin to distinguish between the two, and discover all you can about yourself – not only your good qualities, but also your “bad” qualities or what Jung would call your shadow. The shadow contains our dark side and it’s important to explore the darkness and find healthy ways to express it. Work to appreciate and accept your qualities, your style, your strengths and your weaknesses. Support your realness to come to the surface while still acknowledging the need for your protective mask.faces

Being Real

Allowing your inner self to come forth is scary as it risks rejection, so you might want to take small steps in your risktaking to feel safer. Some may have so much pain and anger from past rejections or betrayals that assistance may be needed. When the past needs to be healed first, I suggest turning to a counselor or clergy for help. Norman Cousins once said, “The great tragedy of life is not death, but what dies within us while we live.” Don’t let your mask suffocate your inner light, but rather use it to create safety and security so your light burns brightly to the world.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 This information contained in this article is not meant to be a substitute for professional counseling.

Ellen Borowka, MA, Senior Analyst of Lighthouse Consulting Services, LLC and her organization constantly remain focused on their mission statement – “To bring effective insight to your organization”.  They do this through the use of in-depth work style assessments to raise the hiring bar so companies select the right people to reduce hiring and management errors.  They also have a full service consulting division that provides domestic and international interpersonal coaching, executive onboarding, leadership training, global options for expanding your business, sales and customer service training, operational productivity improvement, 360s and employee surveys as well as a variety of workshops. Ellen has over 15 years of data analysis and business consulting experience and is the co-author of the books, “Cracking the Personality Code” and “Cracking the Business Code”.  To order the books, please visit www.lighthouseconsulting.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA  90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching.  Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

Dealing with Uncertainty

By Dana & Ellen Borowka

It can be very easy to feel shaken, when a part of our lives seems uncertain.  If we get yelled at, honked at while driving, or when personal or professional relationships feel unsteady. If our financial situation, the economy, international or local community seems to be on edge, or if we ofc on worldexperience a loss, that can all lead to feeling as if the carpet has just been pulled out from underneath us. What we thought was solid, now feels shattered and fragile. Some may go with the flow and just figure life has its ups and downs. While others may be devastated and can barely get up in the morning.  How can we deal with these situations when they come up, so that we don’t shut down?

Dealing with change

Sometimes we just need to be patient and supportive with ourselves, like taking a break and realizing life may not look the same as it did before.  People, who had been in a close relationship, may not be available to us in the same way.  Things do change; the earth is not standing still. It is constantly moving and rotating, yet as human beings we look for some form of stability.  We may need to reframe for ourselves how we view the core of our existence and that can be very scary.  However, if we are basing our security on how we think things should be when that is founded on shaky ground, then we need to begin with what we are really looking for. Sometimes evaluating our core values can be very helpful. Gaining greater insight into ourselves can help us to grow to meet the challenges.

The 1994 California Northridge earthquake

Most of us recall the 1994 Northridge earthquake that caused major damage not only in Northridge but also in many outlying areas like Santa Monica. Many residential buildings in Santa Monica were severely damaged where residents were not allowed back into their homes. The building, where we lived at the time, was badly damaged and we were concerned if it would be red tagged. Like many people during this crisis, we felt much uncertainty of what would happen to our home. Yet, we took some decisive steps to bring a level of stability to our situation and reduce the anxiety.

Tips for finding stability

We’ve come up with several ideas for you to consider when things in our lives seem to be unsteady:

  • Seek support. It is important to reach out to others not only for friendship and personal connection, but also to get feedback on what is going on in one’s life.   It’s also very helpful to get a reality check so to keep problems in perspective.  After the earthquake, we sought out friends who provided support and ideas in dealing with the challenging situation as well as insisting in helping us to clean up and repair the damage to our home.  One friend invited us to stay with her overnight, made dinner for us and even brought bottled water for our little bird!  Connection with others helps us to take the steps to deal with our challenges.
  • Maintain a routine to help provide a feeling of stability.  Be sure to do the things that bring you joy and to take care of yourself.  Sometimes, people stop doing their hobbies or exercise when things feel unstable.  Yet, it’s those things that can help to bring down the stress level.  If you go to the gym or enjoy a book club, then keep doing that.  Don’t stop living.  In fact, seek out various ways to reduce your stress, like renting a movie or going to the beach.  However, avoid relying on addictive substances or habits like drugs, alcohol or food to deal with your concerns.
  • Don’t let fear consume you.  Worrying about something never seems to make the problem or concern go away or even to make the situation better.  Find ways to vent that anxiety, whether through talking with a friend or going for a walk.  Again, getting another view point on the situation may help to bring that mountain of fear down to a people on worldmole hill or something that you are comfortable in managing.  After the earthquake, we were very concerned that we might lose our home.  Yet, we took proactive steps to reduce the fear.  We talked with a structural engineer and others to gain perspective on the situation.  We spent time with friends and neighbors, not only to talk about what happened, but also to provide support to others.
  • Find your center.  A boat is more secure when anchored or tied to something whether a buoy or dock.  The same is true for us.  We can weather the challenges of life better when we have a foundation, something solid to lean upon.  That may involve strong family or friendship ties, deep spiritual beliefs and study or using some kind of practice like mediation or yoga or hikes to center one’s self.
  • Make small improvements.  There may be things you can do to bring more stability, to reduce the stress level or create a more productive, satisfying environment for yourself.  Look around and discover what small goals you can develop for yourself.  It may be finding ways to show appreciation to your co-workers or clients, improving a system at work or starting up a personal hobby at home.

We would love to hear from you as what you do to help yourself get through hard times and to bring balance back into your life.  If you send your ideas back to us, we’ll share them in future Keeping on Track publications.

How to deal with uncertainty for staff

We have found that companies can assist their staff members during uncertain times by addressing those issues during team meetings.  Here are some tips for connecting with staff to reduce stress:

♦ Provide an open forum to address concerns.
♦ Explore any issues with productivity or staff morale.
♦ Do reality checks and address media rumors and economic/business concerns.
♦ Discuss business and personal opportunities for new markets, valuing the customer and appreciating those close to us.
♦ Explore next steps – some positive ways to deal with concerns.

Approaching our challenges

The main objective is to not let fear control us and to not allow it to control our professional or personal lives. Every day brings new challenges. The best way to approach these challenges is to not react, but know that there are solutions and options. As Martin Luther King, Jr. once said, “The ultimate measure of a man is not where he stands in planting bizwomanmoments of comfort, but where he stands in times of challenge and controversy.”

We can learn from our challenges, we can learn new ways to work through issues and concerns. Instead of reacting to a problem or fear, we can ask ourselves: What can I do differently to handle this? What can I learn from this? When things feel uncertain, the temptation may be to hide under the covers or lash out at someone or something that has nothing to do with the issue. We may look at the problem with a dismal perspective, when we may need to view things with a realistic viewpoint.

Challenges become opportunity

Uncertain times push us outside of our comfort zone and no one likes that. John F. Kennedy once said, “When written in Chinese, the word “crisis” is composed of two characters. One represents the danger and the other represents opportunity.” It is during those challenging times that we learn the most, gain the most insight into ourselves. Then we experience a great sense of accomplishment… overcoming the fear of uncertainty, the fear of the unknown.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 This information contained in this article is not meant to be a substitute for professional counseling.

Dana Borowka, MA, CEO and Ellen Borowka, MA, Senior Analyst of Lighthouse Consulting Services, LLC with their organization constantly remain focused on their mission statement – “To bring effective insight to your organization”.  They do this through the use of in-depth work style assessments to raise the hiring bar so companies select the right people to reduce hiring and management errors.  They also have a full service consulting division that provides domestic and international interpersonal coaching, executive onboarding, leadership training, global options for expanding your business, sales and customer service training, operational productivity improvement, 360s and employee surveys as well as a variety of workshops. They have over 25 years of business and human behavioral consulting experience. They are nationally renowned speakers and radio personalities on this topic. They are the authors of the books, “Cracking the Personality Code” and “Cracking the Business Code”. To order the books, please visit www.lighthouseconsulting.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA  90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching.  Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

 

Having Doubts

By Ellen Borowka

– Have you found that sometimes it can be so hard to believe in yourself?
– Do you think you will fail before you even try?
– Do you settle for something less than you are capable of or desire in your life?

I have and I’m sure that I am not alone. These doubts and fears can be so paralyzing, so overwhelming that sometimes they become the obstacle we end up fighting against. At times, we may let these doubts push us to lower our aim for what we want. We settle for something less or stay in unchallenging, unhappy, unfulfilling situations only because they feel safe or familiar. Does this sound familiar? Then have I got a story for you!

I remember when I was considering whether to go to graduate school, but I almost didn’t go. I had many doubts, like “it’s too late to go back to school”, “I’m not smart enough”, heavy load“I’ll fail”. Yet, my friends and family encouraged and even pushed me to try and I did. Today, I have a Masters in Counseling Psychology, and I work with companies to assist their staff and management to be more successful as well as have greater job satisfaction.

So, what are some ways to overcome the doubts and to start to trust in yourself? Here are some tips:

Build & utilize a strong network of people

It’s much easier to endure and win a race when you have people along the way to cheer you on. We need each other to get over the bumps and around the curves of the road. People who tend to be the most successful in life are those who reach out to others for help. We don’t have all the answers, all the information, and others can help provide different options and support. Some to include in your network would be: friends, family, co-workers, mentors, clergy, counselors, etc. An important element is who to choose to be a part of your support system. Look for those who can support your growth with compassion and honesty.

Persist to the end

Don’t allow yourself to rationize why you should stop or not try. Don’t give up or allow yourself to think you are trapped in a situation. Some put aside their dreams or their needs, because they think they have reached a dead end. Look to your resources to pull yourself out of that. Further, some even decide to be a victim or martyr, and tell themselves that it is someone else’s fault or they don’t have what they want or need. Avoid such destructive and useless roles. Keep looking for ways to move beyond the doubts. There is a way around the obstacle.

Dive in deep

Fears and doubts are usually attached to deep issues – beliefs about ourselves and others that we have picked up from our family, culture or society. It can be helpful to explore these areas to not only gain insight, but to break through an impasse. It’s not pleasant to look in our emotional and mental mirror, but something helpful to remember is to keep a balance when taking a mental inventory. While it’s important to be candid with yourself on what needs to be worked on. At the same time, don’t beat yourself up about your flaws. We all have imperfections – even those who just seem to sail through life without any problems. We are human and part of that humanity is to learn and grow through horse & riderissues. Some places to start are: Self-help books, support groups, counseling, journaling, art, music, church or temple.

Visualize the ‘impossible’

We have all heard how powerful the mind is. The possibilities are greater than we can even imagine. As the White Queen said to Alice in one of Lewis Carroll’s books, Through the Looking-Glass – “Why, sometimes I’ve believed as many as six impossible things before breakfast”.  Then she counseled Alice to practice such a necessary skill.  So, it’s no surprise that how we imagine a situation or project might go can greatly impact us and how we will do. On the other hand, when we push ourselves to visualize success – incredible things start to happen. Just as powerful is what we say to ourselves every day. When we tell ourselves that we will fail, then it’s more likely that negative consequences will occur. Strive to halt such negative and hurtful self-talk. Rather than beating yourself down for a mistake or flaw – work to alter this inner voice to acknowledge your strengths, your talents, and your intrinsic qualities. Even directly combating negative issues, like if you tell yourself the same negative things before starting a project then push yourself to appreciate something about yourself.

Grow spiritually

Doubts can have a way of dissolving when we can look to a power that is greater than ourselves. This can mean many things to many different people like God or love, the universe and so on. Learn more about that power and what it means to you. Integrate it more deeply into your life and explore your spiritual qualities where strength can come from to overcome the doubts.

Breaking through the doubts – to believe in yourself and all you can achieve is possible. Use your resources by looking to those around you and deep within yourself. This will aid you in winning the race. A race where you have all you need within to finish. A race where you have already won before you even begin.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 This information contained in this article is not meant to be a substitute for professional counseling.

Ellen Borowka, MA, Senior Analyst of Lighthouse Consulting Services, LLC and her organization constantly remain focused on their mission statement – “To bring effective insight to your organization”.  They do this through the use of in-depth work style assessments to raise the hiring bar so companies select the right people to reduce hiring and management errors.  They also have a full service consulting division that provides domestic and international interpersonal coaching, executive onboarding, leadership training, global options for expanding your business, sales and customer service training, operational productivity improvement, 360s and employee surveys as well as a variety of workshops. Ellen has over 15 years of data analysis and business consulting experience and is the co-author of the books, “Cracking the Personality Code” and “Cracking the Business Code”.  To order the books, please visit www.lighthouseconsulting.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA  90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching.  Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

 

 

Stopping Self Sabotage: Five Steps to Better Relationships & Sales

By Jim Ponder

Why let another day go by feeling out of control just hoping to get through to the end of the day so you can do the same thing tomorrow? Why scramble for names to cold call, new prospects to solicit and other markets to tackle when you are not even staying in touch with your existing clients?man & fire

I know why, it is because this is the way you have always done things. Sure, you have heard of other ways to handle business and life. You may have even attended a seminar where you got excited and came away determined to change. Then BAM! Life hit you in the face. E-mails piled up, voice mails just kept coming, the car broke down and that deadline just got moved up. So, the notebook and other materials that you were so fired up about found their way to the bookshelf right next to the others sitting there gathering dust.

Sound familiar? Don’t be surprised, millions of us wake up and handle every day just like I described above. And you know what? Life does have a way of hitting us in the face. But, trust me; it does not have to be this way. I have lived this; I was the king of crisis mode mistaking activity with progress. My customers were not getting the attention they deserved. For that matter neither were my family or friends. After all, can’t they see that I am busy! Unfortunately they can see, but what they see is that I am too busy for them and certainly too busy to handle that recommendation they wanted to give me.

Self sabotage, it is time to stop. For me, I discovered that the relationship must come first and from that business and revenue will follow. Moving from crisis mode and self sabotage to a relational business and way of life takes effort. The good news though, is that all of us can do it and the rewards are plentiful.

Here are five tips to get you started:

1. Listen

We all learn to talk at a very young age. What we do not learn to do is listen. Start today listening more and saying less. Be there; focus 100% on what you are hearing. Put down the BlackBerry, ignore the e-mail, put the phone on silent – not vibrate, and take some notes. You will be amazed at what you learn. Your clients will tell you what they want and need – if you will listen to them.

2. Be a Trusted Ally™

Are you a needy salesperson or a trusted ally? The needy salesperson tries to sell whatever they have regardless of whether the client really needs it or if it is the best fit for them. The Trusted Ally™ will take time to understand what the clients needs are and will tailor the sales and product to them. Even, if it means passing up the sale. What! Pass up a sale – you bet, it is called trust and character.

3. Remember the 80/20 rule

Sure, you have heard this before. 80% of business comes from 20% of your customers. Guess what else? 80% of your pain comes from the bottom 20% of your customers. This bottom 20% is sucking the life out of you. They are a needy bunch and you would be far better off methodically eliminating them while adding more clients that resemble your top 20%.

4. Do your homework

I never cease to be amazed at how little most salespersons and the companies they work for know about their clients and prospects. Make a list today of your top five clients and prospects. Now do your homework and answer these questions:

♦ How do they make money?cklist men
♦ What are their top three business challenges?
♦ What charities do they support?
♦ What does your main contact at the company like to do when they are not working?

This information is the start to building your knowledge base and a relationship that goes beyond the transaction. Now, put the power of the internet to work by setting these clients and prospects up on Google Alerts – http://www.google.com/alerts. This way you will always have the latest news about them. Use your new knowledge to send thank you and congratulations cards and for discussion on your personal visits and phone calls.

5. Get help

Lastly, don’t try this alone because odds are you will fail. Make an investment of your time, effort and money in a quality training program that has a coaching component. bizwoman watering plantCoaching is what separates the wannabe’s from the successful. Just like the best athletes in the world have coaches, so do the best and most successful business people.

You can change. You can have balance back with less stress and more productivity. It is up to you.

Final Thoughts

According to Dana Borowka, CEO of Lighthouse Consulting Services LLC, hiring the right people is key to future growth. If you would like additional information on hiring, please click here to read an article on this subject.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014

Jim has over 25 years of experience in top management positions. He has been President of four companies in all phases from start up to being acquired. Jim is a seasoned entrepreneur and businessman. He is an experienced trainer, speaker, consultant and executive coach. His diverse background brings experience in strategic planning, business and brand development and strong organizational skills. Jim has worked with many companies and organizations from large to small including AFLAC, Qualcomm and ViaSat.

Jim clearly understands the issues facing businesses today. Competition has shown the need, more than ever, for companies to differentiate themselves. His background and success of building companies through relationships allows him to share his insights providing real change to companies and organizations desiring to excel. He routinely works with key executives developing short, mid and long range strategic plans for relationship, productivity and business development. To contact Jim, please give him a call at 760-888-6228 or email him at jponder@turnkeysr.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching. Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

To order the books, Cracking the Personality Code” and “Cracking the Business Code, please go to www.lighthouseconsulting.com.

Use Feedback to Your Advantage

By Jack Canfield – Excerpt from The Success Principles: How to Get From Where You Are to Where You Want to Be

Feedback is the breakfast of champions.
– Ken Blanchard & Spencer Johnson
Co-authors of The One Minute Manager

Once you begin to take action, you’ll start getting feedback about whether you’re doing the right thing. You’ll get data, advice, help, suggestions, direction, and even criticism that will help you constantly adjust and move forward while continually enhancing your knowledge, abilities, attitudes, and relationships. But asking for feedback is really only the first part of the equation. Once you receive feedback, you have to be willing to respond to it.desk people

THERE ARE TWO KINDS OF FEEDBACK

There are two kinds of feedback you might encounter – negative and positive. We tend to prefer the positive – that is, results, money, praise, a raise, a promotion, satisfied customers, awards, happiness, inner peace, intimacy, pleasure. It feels better. It tells us that we are on course, that we are doing the right thing.

We tend not to like negative feedback – lack of results, little or no money, criticism, poor evaluations, being passed over for a raise or a promotion, complaints, unhappiness, inner conflict, loneliness, pain. However, there is as much useful data in negative feedback as there is in positive feedback. It tells us that we are off course, headed in the wrong direction, doing the wrong thing. That is also valuable information.

In fact, it’s so valuable that one of the most useful projects you could undertake is to change how you feel about negative feedback. I like to refer to negative feedback as information about “improvement opportunities.” The world is telling me where and how I can improve what I am doing. Here is a place I can get better. Here is where I can correct my behavior to get even closer to what I say I want — more money, more sales, a promotion, a better relationship, better grades, or more success on the athletic field.

To reach your goals more quickly, you need to welcome, receive and embrace all the feedback that comes your way.

ON COURSE, OFF COURSE,
ON COURSE, OFF COURSE

There are many ways to respond to feedback, some of which work (they take you closer to your stated objectives), and some of which don’t (they keep you stuck or take you even further from your goals).

When I conduct trainings on the success principles, I illustrate this point by asking for a volunteer from the audience to stand at the far side of the room. The volunteer represents the goal I want to reach. My task is to walk across the room to where he is standing. If I get to where he is standing, I have successfully reached my goal.

I instruct the volunteer to act as a constant feedback-generating machine. Every time I take a step, he is to say “On course” if I am walking directly toward him and “Off course” if I am walking even the slightest bit off to either side.

Then I begin to walk very slowly toward the volunteer. Every time I take a step directly toward him, the volunteer says, “On course.” Every few steps, I purposely veer off course, and the volunteer says, “Off course.” I immediately correct my direction. Every few steps, I veer off course again and then correct again in response to his “Off course” feedback. After a lot of zigzagging, I eventually reach my goal … and give the person a hug for volunteering.

I ask the audience to tell me which the volunteer had said more often – “On course” or “Off course.” The answer is always “Off course.” And here is the interesting part. I was off course more than I was on course, and I still got there … just by continually taking action and constantly adjusting to the feedback. The same is true in life. All we have to do is to start to take action and then respond to the feedback. If we do that diligently enough and long enough, we will eventually get to our goals and achieve our dreams.

WAYS OF RESPONDING TO FEEDBACK THAT DON’T WORK

Though there are many ways you can respond to feedback, some responses simply don’t work:

  1. Caving in and quitting: As part of the seminar exercise I described above, I will repeat the process of walking toward my goal; however, in this round I will purposely veer off blindfolded bizmancourse, and when my volunteer keeps repeating “Off course” over and over, I break down and cry, “I can’t take it anymore. Life is too hard. I can’t take all this negative criticism. I quit!”  How many times have you or someone you know received negative feedback and simply caved in over it? All that does is keep you stuck in the same place. It’s easier not to cave in when you receive feedback if you remember that feedback is simply information. Think of it as correctional guidance instead of criticism. Think of the automatic pilot system on an airplane. The system is constantly telling the plane that it has gone too high, too low, too far to the right, or too far to the left. The plane just keeps correcting in response to the feedback it is receiving. It doesn’t all of a sudden freak out and break down because of the relentless flow of feedback. Stop taking feedback so personally. It is just information designed to help you adjust and get to your goal a whole lot faster.
  2. Getting mad at the source of the feedback: Once again, I will begin walking toward the other end of the room while purposely veering off course, causing the volunteer to say “Off course” over and over. This time I put one hand on my hip, stick out my chin, point my finger, and yell, “Bitch, bitch, bitch! All you ever do is criticize me! You’re so negative. Why can’t you ever say anything positive?” Think about it. How many times have you reacted with anger and hostility toward someone who was giving you feedback that was genuinely useful? All it does is push the person and the feedback away.
  3. Ignoring the feedback: For my third demonstration, imagine me putting my fingers in my ears and determinedly walking off course. The volunteer might be saying “Off course, off course,” but I can’t hear anything because my fingers are in my ears. Not listening to or ignoring the feedback is another response that doesn’t work. We all know people who tune out everyone’s point of view but their own. They are simply not interested in what other people think. They don’t want to hear anything anyone else has to say. The sad thing is, feedback could significantly transform their lives, if only they would only listen.

So, as you can see, when someone gives you feedback, there are three possible reactions that don’t work: (1) crying, falling apart, caving in, and giving up; (2) getting angry at the source of the feedback; and (3) not listening to or ignoring the feedback.

Crying and falling apart is simply ineffective. It may temporarily release whatever emotions you have built up in your system, but it takes you out of the game. It doesn’t get you anywhere. It simply immobilizes you. Not a great success strategy! Caving in and giving up doesn’t work either. It may make you feel safer and may stop the flow of “negative” feedback, but it doesn’t get you the good stuff! You can’t win in the game of life if you are not on the playing field!

Getting angry at the person giving you the feedback is equally ineffective! It just makes the source of the valuable feedback attack you back or simply go away. What good is that? It may temporarily make you feel better, but it doesn’t help you get more successful.

On the third day of my advanced seminar, when, everyone knows everybody else pretty well, I have the whole group (about 40 people) stand up, mill around, and ask as many people as possible the following question: “How do you see me limiting myself?” After doing this for 30 minutes, people sit down and record what they have heard. You’d think that this would be hard to listen to for 30 minutes, but it is such valuable feedback that people are actually grateful for the opportunity to become aware of their limiting behaviors and replace them with successful behaviors. Everyone then develops an action plan for transcending their limiting behavior.

Remember, feedback is simply information. You don’t have to take it personally. Just welcome it and use it. The most intelligent and productive response is to say, “Thank you for the feedback. Thank you for caring enough to take the time to tell me what you see and how you feel. I appreciate it.”

ASK FOR FEEDBACK

Most people will not voluntarily give you feedback. They are as uncomfortable with possible confrontation as you are. They don’t want to hurt your feelings. They are afraid of your reaction. They don’t want to risk your disapproval. So to get honest and open feedback, you are going to need to ask for it … and make it safe for the person to give it to you. In other words, don’t shoot the messenger.

A powerful question to ask family members, friends, and colleagues is “How do you see me limiting myself?” You might think that the answers would be hard to listen to, but most people find the information so valuable that they are grateful for what people tell them. Armed with this new feedback, they can create a plan of action for replacing their limiting behaviors with more effective and productive behaviors.

THE MOST VALUABLE QUESTION YOU MAY EVER LEARN

In the 1980s, a multimillionaire businessman taught me a question that radically changed the quality of my life. If the only thing you get out of reading this book is the consistent questionmkheaduse of this question in your personal and business life, it will have been worth the money and time you have invested. So what is this magical question that can improve the quality of every relationship you are in, every product you produce, every service you deliver, every meeting you conduct, every class you teach, and every transaction you enter into? Here it is:

On a scale of 1 to 10, how would you rate the quality of our relationship (service/product) during the last week (2 weeks/month/quarter/semester/season)?

Here are a number of variations on the same question that have served me well over the years:

On a scale of 1 to 10, how would you rate the meeting we just had? me as a manager? me as a parent? me as a teacher? this class? this meal? my cooking? our sex life? this deal? this book?

Any answer less than a 10 gets the follow-up question:

What would it take to make it a 10?

This is where the valuable information comes from. Knowing that a person is dissatisfied is not enough. Knowing in detail what will satisfy them gives you the information you need to do what is necessary to create a winning product, service, or relationship.

Make it a habit to end every project, meeting, class, training, consultation and installation with the two questions.

MAKE IT A WEEKLY RITUAL

I ask my wife these same two questions every Sunday night. Here is a typical scenario:

“How would you rate the quality of our relationship this past week?”
“Eight.”
“What would it take to make it a ten?”
“Put the kids to bed without me having to remind you that it’s time to do it. Come in for dinner on time or call me and tell me you are going to be late. I hate sitting here waiting and wondering. Let me finish a joke I am telling without interrupting and taking over because you think you can tell it better. Put your dirty laundry in the clothes hamper instead of in a pile on the floor.”

I also ask my assistants this question every Friday afternoon. Here is one response I received from Deborah early on in her employment:

“Six.”
“Whoa! What would it take to make it a ten?”
“We were supposed to have a meeting this week to go over my quarterly review, but it got pushed aside by other matters. It makes me feel unimportant and that you don’t care about me as much as the other people around here. I need to talk to you about a lot of things, and I feel really discounted. The other thing is that I feel that you are not using me enough. You are not delegating anything but the simple stuff to me. I want more responsibility. I want you to trust me more with the important stuff. I need more of a challenge. This job has become boring and uninteresting to me. I need more of a challenge, or I am not going to make it here.”

This was not easy to hear, but it was true and it led to two wonderful results. It helped me delegate more “important stuff” to her and thus cleared my plate, giving me more free time – and it also created a happier assistant who was able to serve me and the company better.

BE WILLING TO ASK

Most people are afraid to ask for corrective feedback because they are afraid of what they are going to hear. There is nothing to be afraid of. The truth is the truth. You are better off knowing the truth than not knowing the truth. Once you know it, you can do something about it. You cannot fix what you don’t know is broken. You cannot improve your life, your relationships, your game, or your performance without feedback.

But what’s the worst part of this avoidance approach to life? You are the only one who is not in on the secret. The other person has usually already told their spouse, their friends, their parents, their business associates, and other potential customers what they are dissatisfied with. As we discussed in Principle 1, (“Take 100% Responsibilitybizpeople & tincans
for Your Life”), most people would rather complain than take constructive action to solve their problems. The only problem is that they are complaining to the wrong person. They
should be telling you, but they are unwilling to for fear of your reaction. As a result, you are being deprived of the very thing you need to improve your relationship, your product, your service, your teaching, or your parenting. You must do two things to remedy this.

First, you must intentionally and actively solicit feedback. Ask your partner, your friends, your colleagues, your boss, your employees, your clients, your parents, your teachers, your students and your coaches. Use the question frequently. Make it a habit to always ask for corrective feedback. “What can I/we do to make this better? What would it take to make it a ten for you?”

Second, you must be grateful for the feedback. Do not get defensive. Just say, “Thank you for caring enough to share that with me!” If you are truly grateful for the feedback,
you will get a reputation for being open to feedback. Remember, feedback is a gift that helps you be more effective.

Be grateful for it.

Get your head out of the sand and ask, ask, ask! Then check in with yourself to see what fits for you, and put the useful feedback into action. Take whatever steps are
necessary to improve the situation – including changing your own behavior.

A few years ago, our company discontinued using a printer because another one offered us better service for a lower price. About 4 months later, our original printer
called and said, “I’ve noticed you haven’t used me for any printing lately. What would it take for you to start giving me your printing business again?”

I replied, “Lower prices, on-time turnaround, and pickup and delivery. If you can guarantee us those three things. I’ll give you a small portion of our printing and try you again.” Eventually, he won back most of our printing because he beat other people’s prices, picked up and delivered, finished on time, and provided more than acceptable quality. Because he asked the question “What would it take…,” he got the information he needed to ensure his ongoing success with us.

SHE ASKED HER WAY TO SUCCESS IN 3 SHORT MONTHS

One of the best-selling weight-loss books ever published was the book, Thin Thighs in 30 Days. What’s so interesting about it, though, is that it was developed solely using
feedback. The author, Wendy Stehling, worked in an advertising agency but hated her job. She wanted to start her own agency but didn’t have the money to do so. She knew
booksshe would need about $100,000, so she began asking, “What’s the quickest way to raise $100,000?”

Sell a book, said the feedback.

She decided if she wrote a book that could sell 100,000 copies in 90 days – and she made $1 per book – she would raise the $100,000 she needed. But what kind of book would 100,000 people want? “Well, what are the bestselling books in America?” she asked.

Weight loss books, said the feedback.
“Yes, but how would I distinguish myself as an expert?” she asked.
Ask other women, said the feedback.
So she went out to the marketplace and asked, “If you could lose weight in only one part of your body, what part would you choose?” The overwhelming response from women was My thighs.

“When would you want to lose it?” she asked.

Around April or May, in time for swimsuit season, said the feedback. So what did she do? She wrote a book called Thin Thighs in 30 Days and released it April 15. By June, she had her $100,000 – all because she asked people what they wanted and responded to the feedback by giving it to them.

HOW TO LOOK REALLY BRILLIANT WITH LITTLE EFFORT

Virginia Satir, the author of the classic parenting book, Peoplemaking, was probably the most successful and famous family therapist that ever lived.

During her long and illustrious career, she was hired by the Michigan State Department of Social Services to provide a proposal on how to revamp and restructure the Department of Social Services so it would serve the client population better. Sixty days later, she provided the department with a 150-page report, which they said was the most amazing piece of work they had ever seen. “This is brilliant!” they gushed. “How did you come up with all these ideas?”

She replied, “Oh, I just went out to all the social workers in your system and I asked them what it would take for the system to work better.”

LISTEN TO THE FEEDBACK

Human beings were given a left foot and a right foot to make a mistake first to the left, then to the right, left again and repeat.
– Buckminster Fuller, Engineer, inventor and philosopher

Whether we ask or not, feedback comes to us in various forms. It might come verbally from a colleague. Or it might be a letter from the government. It might be the bank refusing listening bizmenyour loan. Or it could be a special opportunity that comes your way because of a specific step you took.

Whatever it is, it’s important to listen to the feedback. Simply take a step … and listen. Take another step and listen. If you hear “Off course,” take a step in a direction you believe may be on course … and listen. Listen externally to what others may be telling you, but also listen internally to what your body, your feelings, and your instincts may be telling you.

Is your mind and body saying, “I’m happy; I like this; this is the right job for me,” or “I’m weary; I’m emotionally drained; I don’t like this as much as I thought; I don’t have a good feeling about that guy”?

Whatever feedback you get, don’t ignore the yellow alerts. Never go against your gut. If it doesn’t feel right to you, it probably isn’t.

IS ALL FEEDBACK ACCURATE?

Not all feedback is useful or accurate. You must consider the source. Some feedback is polluted by the psychological distortions of the person giving you the feedback. For example, if your drunk husband tells you, “You are a no-good bleep,” that is probably not accurate or useful feedback. The fact that your husband is drunk and angry, however, is feedback you should listen to.

LOOK FOR PATTERNS

Additionally, you should look for patterns in the feedback you get. As my friend Jack Rosenblum likes to say: “If one person tells you you’re a horse, they’re crazy. If three people tell you you’re a horse, there’s a conspiracy afoot. If ten people tell you you’re a horse, it’s time to buy a saddle.”

The point is that if several people are telling you the same thing, there is probably some truth in it. Why resist it? You may think you get to be right, but the question you have to ask yourself is “Would I rather be right or be happy? Would I rather be right or be successful?”

I have a friend who would rather be right than be happy and successful. He got mad at anyone who tried to give him feedback. “Don’t you talk to me that way, young lady.”
“Don’t tell me how to run my business. This is my business and I’ll run it the way I want to.” “I don’t give a hoot what you think.” He was a “my way or the highway” person. He wasn’t interested in anyone else’s opinion or feedback. In the process, he alienated his wife, his two daughters, his clients and all his employees. He ended up with two divorces, kids who didn’t want to speak to him and two bankrupt businesses. But he was “right.” So be it, but don’t you get caught in this trap. It is a dead-end street.

What feedback have you been receiving from your family, friends, members of the opposite sex, coworkers, boss, partners, clients, vendors and your body that you need to pay more attention to? Are there any patterns that stand out? Make a list, and next to each item, write an action step you can take to get back on course.

WHAT TO DO WHEN THE FEEDBACK TELLS YOU YOU’VE FAILED

When all indicators say you’ve had a “failure experience,” there are a number of things you can do to respond appropriately and keep moving forward:

  1. Acknowledge you did the best you could with the awareness, knowledge, and skills you had at the time.
  2. Acknowledge that you survived and that you can absolutely cope with any and all of the consequences or results.
  3. Write down everything you learned from the experience. Write all of your insights and lessons down in a file in your computer or a journal called Insights and Lessons. missing the targetRead through this file often. Ask others involved – your family, team, employees, clients, and others – what they learned. I often have my staff write “I learned that . . .” at the top of a piece of paper and then write as much, as they can think of in a 5-minute period. Then we make a list under the heading of “Ways to Do It Better Next Time.”
  4. Make sure to thank everyone for their feedback and their insights. If someone is hostile in the delivery of their feedback, remember that it is an expression of their level of fear, not your level of incompetence or unlovability. Again, just thank them for their feedback. Explaining, justifying, and blaming are all a waste of everybody’s time. Just take in the feedback, use whatever is applicable and valuable for the future, and discard the rest.
  5. Clean up any messes that have been created and deliver any communications that are necessary to complete the experience – including any apologies or regrets that are due. Do not try to hide the failure.
  6. Take some time to go back and review your successes. It’s important to remind yourself that you have had many more successes than you have had failures. You’ve done many more things right than you’ve done wrong.
  7. Regroup. Spend some time with positive loving friends, family and coworkers who can reaffirm your worth and your contribution.
  8. Refocus your vision. Incorporate the lessons learned, recommit to your original plan, or create a new plan of action, and then get on with it. Stay in the game. Keep moving toward the fulfillment of your dreams. You’re going to make a lot of mistakes along the way. Dust yourself off, get back on your horse, and keep riding.

Excerpted from The Success Principles; How to Get From Where You Are to Where You Want to Be (TM) by Jack Canfield. To order your copy, visit our website www.thesuccessprinciples.com. Permission is needed from Jack Canfield to reproduce any portion provided in this excerpt from his book.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching. Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

To order the books, Cracking the Personality Code and Cracking the Business Code, please go to www.lighthouseconsulting.com.

Is Travel Managing You or Are You Managing Your Travel?

By Eric Maryanov

There’s a nationwide trend happening right now that you might not even be aware of: companies are migrating back to the retail, brick and mortar travel agency for some good old-fashioned customer service that the Internet simply can not provide. High-touch transactions are coming back in a big travelway, rebounding from the past few years of no-touch, virtual ticketing and travel planning done by the boss’s secretary on the web.

The popular consensus driving many small and medium-sized businesses to the travel e-commerce super highway was that by booking your own travel online it actually saved time and money, and eliminated paying agent fees. However, it never really worked that way.

Do-it-yourself travel planning ended up costing companies and individuals lots of time, loads of money and the result was not always the best schedule and no one to call for assistance while on the road. The lack of accountability offered on the Internet is especially problematic when a traveler needs re-routing due to a delayed or cancelled flight. Whom do you turn to for help getting the next flight out, certainly not a website? A travel agent would be available to monitor travel and trouble-shoot in such a circumstance.

Even those of us in the industry rely on our own travel agents to help navigate the process of trip planning. The absence of a knowledgeable travel consultant in the equation of coordinating complicated itineraries with connecting flights, several hotel rooms and rental cars is often too much to ask any assistant to tackle in between answering the phone and doing their own job. Planning travel is a skilled profession in a constantly changing environment and it takes a committed expert to negotiate rates, book appropriate rooms and secure the best options. It requires time and a rolodex of industry connections to deliver a travel schedule that meets the standards and expectations of most seasoned corporate road warriors.

Now companies have learned. You hire a professional administrator to run your office; you hire a travel agent to book your trips and manage your corporate travel planning. It really is that simple.

The magnitude of a company’s travel spending can be quite significant, and requires the finesse of a trained specialist. For many firms, travel is right behind personnel on the list of biggest expenses they incur each year. By returning to high-touch managed travel provided by people with a personal relationship, rather than a self-serve computer screen, businesses are not only reducing the time spent on trying to book their own travel, they are also saving money in several ways. Thanks to professional networks and consortiums, travel agencies are able to extend lower industry-negotiated corporate rates, secure upgrades when available, and keep track of the total travel spend and track usage for an organization, ensuring all travelers within a firm are adhering to company travel policies and per diems.

Whether enforcing corporate travel policy for the organization or tracking mileage points throughout the year, managed travel is all about utilizing the tools. From ensuring quality travel2control levels to gaining access to pre-negotiated rates and the ability to generate a multitude of tracking reports, online booking tools serve to empower the company, the employee and the travel professional to consistently create top-notch travel experiences.

It gets even better. Remember, when you work with a travel professional you get the valuable advantage of interacting with a person who takes the time to get to know you, your likes and preferences, and works as your advocate in the planning process. What’s not to love here.

An agent also offers accountability. Should you unexpectedly become stranded and think you have no way out, just call your travel agent for a creative solution. If you suddenly find yourself in need of a room or if your passport is stolen, there are fewer worries when you have a trusted travel professional working on your behalf to make things right. No website I know of offers this level of personalized service.

The unexpected happens to all of us when we travel; this is one constant jetsetters can always count on. Returning from a recent trip to Seattle, I had one of those experiences when they cancelled my flight back to Los Angeles after boarding the plane.

We were sitting on the jet way awaiting take-off instructions when the announcement came that we would be getting off the plane. I called my travel agent. It was a Sunday morning. By the time we got off the plane and regrouped in the terminal, my agent had me booked and protected on an alternate flight to Los Angeles leaving in the next hour. travel3While the majority of my former flight-mates were scrambling trying to get on standby for later departures, I was back at LAX later that afternoon. Those without a travel professional spent the better part of the next six hours waiting in Seattle for the next plane to arrive.

The day ended happily for me thanks to my travel expert who jumped into action when I needed help. The point is, in this scenario, I was managing my travel even in an unplanned situation. My travel was not managing me, and therefore I was able to seek a reasonable solution to my travel dilemma that Sunday morning in Seattle.

Regardless of the type of firm you run or work for, seeking the advocacy of another professional to oversee the travel component of your business is paramount to your success. Your job is to focus on your business; our job is to help you do that by tending to your travel needs.

You would not cut your own hair or do your own corporate tax preparation after reading a how-to website; you would surely seek a professional to perform these services. The same holds true for travel. High-touch, professionally managed travel was an old-school way of the past, and now it is the wave of the future. Have your travel agent’s number on speed-dial and use it.

Components of a well-rounded travel support program:

• Consolidation and strength in buying power worldwide
– Negotiated rates with hotels
– Negotiated rates with car rental companiestravel5
• A team of senior corporate agents assigned to work directly with you
• Extended business hours for easy access to corporate agent
• Accessible management team
• Electronic ticket tracking
• Monthly management reports with cost-savings travel analysis
 – Lowest fare analysis with exception report
   – Reconciliation of credit card charges
   – Hotel and Car rental usage
• Separate departments for leisure travel, groups, meetings and incentives
• Cutting-edge technology – Automated Quality Control program provides a variety of benefits designed to save you time and money including: E-Checker, QC Manager, and Fare, Routing, Seat and Waitlist Checkers

QC Manager

Performs multiple quality control procedures based on your specific travel profile and preferences, and alerts your assigned agents of any changes that need to be made before ticketing.

Benefits to you:

– Assures that we will take advantage of all discounts available to you
– Provides error-free quality control
– Verifies negotiated rates with air carriers
– Checks itineraries to ensure hotel and car reservations match the date and location of flights
– Enables your agency to run individual and group reports on travel expenditures and send them to you automatically via email or fax

Fare Checker

Guarantees you will receive the best fare possible by accessing the reservation system several times a day and night for up-to-the-second pricing and reservations.

Benefits to you:

– Checks automatically for fare drops up to 24 hours before departure
– Reviews your travel policy to match the best fares with your guidelines
– Flags and returns ticket to our agents for re-booking when an applicable fare reduction is found that meet all rules and regulations
– Ensures we will re-issue the ticket and credit your account the difference, minus any applicable fees.
– Provides all information for analysis and reporting

travel4Waitlist Checker

Continually accesses the reservation system, looking for either open waitlists or the release of seats by the airlines. If availability is identified, the booking is made and immediately communicated back to your agent.

Benefits to you:

– Saves money by locating lower-priced and preferred itineraries
– Automates the time-consuming process of clearing waitlisted segments
– Captures all information for analysis and reporting

E-Checker

Tracks your electronic tickets for unused coupons and their status regardless of changes to itinerary, and generates an updated report on which coupons can be refunded or used for future flights.

Benefits to you:

– Saves money by eliminating lost, unused e-tickets
– Identifies e-tickets that are about to expire
– Provides total coverage of your e-tickets
– Produces a tracking report on the current status of your e-tickets

Routing Checker

Continually conducts difficult routing searches based on your reservations, looking among several carriers for the best-priced way to travel.

Benefits to you:

– Provides maximum savings by researching all possible travel options for even the most complex itineraries
– Works within your travel policy
– Frees your agent to provide you with one-to-one personal attention
– Captures all information for analysis and reporting

Seat Checker

Automatically secures preferred seating on domestic and international carriers using live seat maps of the airplane.travel6

Benefits to you:

– Finds you the seat you want
– Continually checks for priority and requested seating until departure
– Captures all information for analysis and reporting

Since 1984, ALL-TRAVEL has been the leading provider of personalized travel services. For more information, call please call or email Vicki Daly Redholtz, ALL-TRAVEL at 1-800-300-4567 or VickiDr@All-Travel.com or visit our award-winning website at www.all-travel.com.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching. Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

To order the books, Cracking the Personality Code and Cracking the Business Code, please go to www.lighthouseconsulting.com.

 

What Are You Listening For?

By Paul David Walker

As a leader, what you do not hear or misinterpret can be the difference between success and failure. As a sales person, or in relationships, the same is true. Listening to what people are actually saying is the starting point of every successful interaction. Not understanding what Listening1someone is saying is like giving someone directions to your office before you know their present location.

As a CEO Coach and business advisor, I have learned many lessons about listening. I am excited to share some of those with you today. After hearing the lessons, the most important thing for you to do is practice. So I will also provide some exercises to develop your listening skills.

Listening to Tell Your Story

I found that in sales situations I tended to listen only enough to start constructing my story, or sales pitch, in my mind. I would even start taking notes, outlining my response before the client had finished talking. Worse yet, I was deciding which of our standard programs I was going to pitch. I was an excellent leadership consultant, but my sales effectiveness was weak. After listening to my sales approach, my partner suggested a three-day sales and listening course.

One of the first “don’ts” was listening to tell your story, which they explained is the first mistake of all bad listeners. Typical stories were: listening to…

  1. Develop an answer … bingo!
  2. To be right about your view.
  3. To tell your story.
  4. To judge the speaker’s story.
  5. Thinking about something else.
  6. Thinking you already know.
  7. Thinking about your next meeting.

I was guilty of many of these bad habits. The fact that I was processing in my mind while the person was speaking prevented me from hearing their entire story, and so my responses were never on target. The lesson was: don’t think while you are doing intake.

Content is Only 7% of the Story

The meeting leader then asked: once you are not processing while you are doing intake, what are you listening for? If you are listening for content only, then you are missing most of the message. Studies have shown that only seven percent of the message is in the words or content. Thirty-three percent is in the vocal tone, and the balance is non- verbal’s.

In addition, people who are talking to you are struggling to communicate something they may not fully understand themselves. They may be repeating themselves to find just the right way to say something. So, in addition to not processing, I had to learn how to listen beyond words.

Connection and Rapport

I found that if you learn to intake the entire message, and listen beyond words, your level of rapport goes up dramatically. Most people do not listen well, and so when you do, you connect with people at a deep level and they feel heard. One of my clients said, “The main reason I work with you is because you hear me.”connection

In real estate there are three things that are important: location, location and location. In leadership, selling and life, the three most important things are: rapport, rapport and rapport. If you fall out of rapport and start telling your story, you won’t be heard and worse yet, you may be distrusted. No one likes to be sold to. Establish rapport and keep it before you present your story or service.

Integrative Presence

The instructor said that the simple summary of this course is that you have to be totally present while listening and you will naturally integrate everything. After three days of the course, I had a sales call with a CEO, so I decided to practice my new approach. When I walked into the office, since I was totally present, I could see both the CEO and the SVP of HR were in a bad mood. They said to me, “How are you doing?” I told them that I was stressed after driving in LA traffic. They laughed, expecting the standard “I am great answer.” They proceeded to tell me about the events that led to their lousy mood, and we laughed together. The CEO said in jest, “So we all agree that life is crap, at least today.” We were clearly in rapport.

I then introduced myself and asked him to tell me a little bit about his situation and why he had called. I then put all my thoughts away and I felt present as I listened to his story for about ten minutes. When he seemed to be finished, I asked if there was anything else? He went on for another five minutes, and then said, “How could you help us?”

I paused and then said, as my teacher had suggested, the first thing that came into my mind, which was a summary of what I had heard instead of my solution. He was visibly shaken and said, “I had not thought of that, but you are exactly right!” I had heard something he had not fully understood. He went on to tell the HR SVP to have me talk to all his staff. When I explained that I would have to charge him, he said, “You two work it out, but I want you to hear what my team has to say. I achieved rapport, “Integrative Presence,” and heard beyond his words.

That year I won the Sales Leader of the Year Award for our Leadership Consulting firm. The lesson here is that you do not have to consciously process your answers. If you do full intake, your brain is able to synthesize and say the right things.

There is No Substitute for Practice

Remember, your thoughts block your intake. The following is an exercise you can try with a friend. As you listen to a friend try to tell you something important to them, try the following:

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As you start to develop the habit of letting go of your thinking, you will notice a sense of integrative presence in yourself, as will others. You do not have to do anything but let go of your thinking. Integrative Presence is a natural state of mind that is interrupted by your thinking. Also, do not take this, or your thoughts, too seriously.

Paul David Walker is a Senior LCS Consultant and one of the few CEO coaches who has worked with numerous Fortune 500 CEOs and their key staff members for over 25 years along with many mid-cap organizations. Some of the organizations that Paul has worked with include StarKist Foods, Von’s Grocery Stores, New York Life, Anne Klein, Rockwell International countless manufacturing, global utilities, service and consulting organizations. Paul is the founder of Genius Stone Partners, and works with domestic and international companies to improve their bottom line today and planning for the future. Paul is the author of the best selling book, Unleashing Genius and his new book, Invent Your Future – 7 Imperatives for a 21st Century. You can reach Paul at Paul@lighthouseconsulting.com.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 This information contained in this article is not meant to be a substitute for professional counseling.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching. Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.

To order the books, Cracking the Personality Code and Cracking the Business Code, please go to www.lighthouseconsulting.com.

What do I need to have healthy and loving relationships?

By Ellen Borowka, MA

When people usually think of what is needed to have a good relationship, whether romantic or a friendship, many will list out what they want in a lover or a friend. That is always important, but what we bring to a relationship is just as important.

Understanding the other person

First and foremost, empathy is vital to a lasting relationship. We have noticed through working with couples that when the relationship hits those tough spots, the first thing that flies out the window is empathy. It is one of the most difficult things to truly understand another’s point of view, as we are usually too busy thinking what we’re upset about. Most of us are too occupied with our own hurt, anger, disappointment and fear, to be fully aware of what someone else is struggling with. This is especially true when we’re angry or hurt by the other person, like when one partner doesn’t express enough affection to the other.

Some may feel that this isn’t true of them, and that they always strive to understand their partner or friends. For some people, that might be true. However, for the rest of us, this then leads to my next point that is essential to relationships – – self-honesty.

Being honest with ourselves

Now, the first thought might be, “What me!! I’m honest with myself!” Perhaps that is also true, yet we can always be more truthful to ourselves. Many people are not really honest about their part in the relationship problem. We see so many couples where one or both individuals point to the other with the exclamation of “Fix ‘em!” It is so easy for us to see the flaws and imperfections of each other, when what is needed is to look within first for healing.  Henri Frederic Ameil once said, “We are never more discontented with others than when we are discontented with ourselves.”  Couples that have successful, healthy and loving relationships are usually the ones where both individuals admit when they have made a mistake, apologize with sincerity and strive to work on their own issues.

Listening to others

The third element is listening to your partner or friend, which is a very difficult skill for most of us to do well.  We are usually so busy listening to our own internal thoughts and feelings, that we frequently miss not only subtle implications, feelings and body language, but also direct comments.  It is not enough for us to vent our feelings, if we cannot stop and open our minds to listen to the other person.  We all have been in situations where the person we are with just talks and talks without any interest in what we have to say.  Everyone wants to be heard and have someone really care about what they have to say.  It’s also helpful to remember that you don’t have to agree with another person to listen and understand them.

Conflict is part of relationships

This guides us to a simple, yet difficult concept to accept in life: Disagreement is OK.  Some people just can’t stand it when others don’t agree with them. Disagreement can bring up feelings of self-doubt or rejection.  It could be hard to remember that just because someone disagrees, doesn’t mean they are rejecting us or that we are wrong in our beliefs.  In times of disagreements, we can either live with the disagreement and not let it damage the relationship or find a compromise.

Finding the best solution

Compromise is crucial to successful relationships.  Some couples get stuck at a stalemate – refusing to budge over very big and very little things, ranging from how to raise the relationship2kids to who’s going to do the dishes!  If that’s true for you, then you are in a power struggle where there is only a win-lose situation.  Some people are so concerned with maintaining control that win-lose solutions don’t bother them, however this erodes the relationship.  Don’t allow your relationship is become a battleground!  Win-lose quickly becomes lose-lose in divorce court or relationship breakdown.

Finally, there is a wonderful old saying from Rabbi Hillel, a scholar from 2,000 years ago, “If I am not for myself, who will be for me?  If I am only for myself, who will be for me?”  It’s important in our relationships to have a healthy balance between loving ourselves and respecting others.  If we take care of ourselves, but can’t reach outside of ourselves to others, then our relationships fall apart.  If we take care of others, but neglect ourselves, then we suffer and resentment builds.  We need both parts to the puzzle to have healthy lives and happy, successful relationships.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2017  This information contained in this article is not meant to be a substitute for professional counseling.

Ellen Borowka, MA, Senior Analyst of Lighthouse Consulting Services, LLC and her organization constantly remain focused on their mission statement – “To bring effective insight to your organization”. They do this through the use of in-depth work style assessments to raise the hiring bar so companies select the right people to reduce hiring and management errors. LCS can test in 19 different languages, provide domestic and international interpersonal coaching and offer a variety of workshops – team building, interpersonal communication and stress management. Ellen has over 20 years of data analysis and business consulting experience and is the co-author of the books, “Cracking the Personality Code” and “Cracking the Business Code”. To order the books, please visit www.lighthouseconsulting.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development. LCS can test in 19 different languages, provide domestic and international interpersonal coaching and offer a variety of workshops – team building, interpersonal communication and stress management.

WAKE UP!

By Daniel & Ellen Borowka, MA & Nancy Croix

Waking up can be more than just opening your eyes in the morning. It’s setting a tone, finding a theme to center on for the day. At another level, it is becoming more aware of what we need to learn to grow and mature in this brand new day. What we want to be more alert to or recognize in our clock2lives to work on. There are various definitions of “wake” or “awake”. One is to be or remain awake – to keep watch. Another is to rouse from or as if from sleep – to arouse conscious interest. Some synonyms are to stir, kindle, challenge, inspire, ignite and provoke. That’s something thought provoking for this topic! First, we will explore ideas of how to set a tone for one’s day. Then we will look at how to become more aware of ways to inspire, challenge and ignite our growth process.

What’s guiding you?

Daily routines are an important part of our lives. When you wake up to start your day, are you allowing yourself to be guided by the events of the day or are you taking the time to mentally prepare for the day? The first option is leaving everything up to chance. The second option is to take responsibility and make choices for your well-being. A great way to start the day is to think of a quality, which you would like to express during the day. Taking the time to mentally prepare for the day can make a tremendous difference in the day’s events that happen, expectedly and unexpectedly.

Word for the day

This can actually turn your daily routine into an insightful way to wake up. As soon as I wake up, I focus on my word for the day. Once I have the word, I think about what it means to me. I write it down in my journal with the date and then share my word with my family, friends and co-workers. People will come up to me first thing in the morning and ask me what my word is for the day. I like to share my experiences associated with my word throughout the day with people. At the end of the day, I write about my experiences and what I’ve learned. When I find myself feeling sad, afraid or angry, I stop and think about my word to refocus my thinking so I can keep on track and have a healthy outlook on life. I have found that through this process, I learn more about different qualities so it becomes easier when I’m confronted with a problem or crisis. Then I can draw upon these qualities for insight and comfort.

What am I to awaken to?

I also constantly look at things I want to change, improve or resolve in my life. It can be hard to be fully honest with one’s self, as it means uncovering or adjusting how we catching a starrespond to others, handle things or what we truly stand for in our lives. One thing that is helpful to become more awake is to first look at our priorities.

Our priorities in life

Recently, we have been exploring our priorities. Some main areas could be our relationships with others, professional, intellectual and spiritual challenges, and our emotional and physical health. We can ask some questions to determine those priorities. What and who is important to us? Are we taking the time for what is crucial to us? Do we say that certain people or beliefs or activities are important to us then put something else first? Do we pattern our goals, objectives, our lives around these priorities?

Who do we hang around?

A friend once pointed out that who we hang out with reflects where we are psychologically, emotionally and spiritually. There’s a great quote, “Our attitudes toward others and toward ourselves, far from being contradictory, run parallel. How we feel about ourselves is how we feel toward others.” So, who do we spend time with? Are they supportive to us or do they drain energy? Do they inspire us to grow or cause pain and sorrow? Yet, before just cutting someone out of our lives, it’s vital to look at why we have them in the first place. What attracted them into our lives? Do we have someone who is struggling, so we can be the Savior, the one in control or so we can feel better about ourselves? Do we have people who control our lives so we don’t have to take responsibility for when things go awry? Do we seek out people to demean and devalue us to fulfill our feelings of worthlessness or low self esteem? Or do we look to control others so we feel in control and safe? It can be so helpful to look at who and why we have those around us.

Ask questions

Becoming more awake, involves challenging ourselves and what we do. Monitor and ask yourself questions. Why did I do that? What was my ultimate goal – good and bad? Do I follow through on what I believe in or do I let my fears or issues take over? Look at your motives – what is driving your actions, your words to others? When you can answer those questions honestly and take action to revise what doesn’t work well, then you have made some great progress.

When we know why we choose the people, the activities, our beliefs then we are more awake to where we are and what we truly want. At that point, we can start to let go of what or who doesn’t work; redefine our relationships and what we do; or to appreciate that which is around us. Thank goodness that every day we have the opportunity to wake up anew and to explore and enjoy each day.

Permission is needed from Lighthouse Consulting Services, LLC to reproduce any portion provided in this article. © 2014 This information contained in this article is not meant to be a substitute for professional counseling.

falling starDana Borowka, MA, CEO, Ellen Borowka, MA, Senior Analyst and Nancy Croix, Senior Operations Administrator of Lighthouse Consulting Services, LLC (LCS) with their organization constantly remain focused on their mission statement – “To bring effective insight to your organization”.  They do this through the use of in-depth work style assessments to raise the hiring bar so companies select the right people to reduce hiring and management errors.  LCS also has a full service consulting division that provides domestic and international interpersonal coaching, executive onboarding, leadership training, global options for expanding your business, sales and customer service training, operational productivity improvement, 360s and employee surveys as well as a variety of workshops. LCS consultants have over 25 plus years of business and human behavioral consulting experience. Dana and Ellen is co-authors of the books, “Cracking the Personality Code” and “Cracking the Business Code”. To order the books, please visit www.lighthouseconsulting.com.

If you would like additional information on this topic or others, please contact your Human Resources department or Lighthouse Consulting Services LLC, 3130 Wilshire Blvd., Suite 550, Santa Monica, CA  90403, (310) 453-6556, dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.com.

Lighthouse Consulting Services, LLC provides a variety of services, including in-depth work style assessments for new hires & staff development, team building, interpersonal & communication training, career guidance & transition, conflict management, 360s, workshops, and executive & employee coaching.  Other areas of expertise: Executive on boarding for success, leadership training for the 21st century, exploring global options for expanding your business, sales and customer service training and operational productivity improvement.