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Travis Hardin
Communication Consultant (AVP), Wells Fargo
Travis is an executive coach, keynote speaker and trainer. He brings 20 years of experience in leadership training and business communicaiton with Wells Fargo, John Maxwell Company and Medtronics.
Tricky workplace situation handled
By this mentor in various human skills
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- Few things will pay you bigger dividends than the time and trouble you take to understand people. I mismanaged my time with people early on. Once I learned the power of listening and understanding people, I no longer felt that I was losing time.
- Much more often when I was younger in my business/career. I learned to prioritize those things which I value and it meant the world to me.
- It is a rare occasion now that I have my values and priorities aligned.
- It happens when you are trying to meet the needs of people. Missing out should not be a consistent thing. Once or twice in a 3-4 month span is a great way to approach this. If you are always missing family commitments, we need to reevaluate our priorities.
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- Unproductive meetings Social Media Being a "yes man/woman". Say no and keep your priorities in order.
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- By gaining understanding on what is important. We should try to get everything to be prioritized into 4 squares. Once we develop a strong sense of importance we can place things into these 4 squares: 1. Important and Urgent 2. Important and Not Urgent 3. Not Important and Urgent 4 Not Important and Not Urgent
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- Resistance to change is usually emotional rather than logical. It can be helpful to use some hard facts as a supplementary strategy. Communicate the data to all team members. How you communicate the change has a huge impact on how much resistance to change will occur. If you wholeheartedly communicate the reasons for change, your conviction will be contagious.
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- No matter how big or small the change, it can’t just happen overnight. There has to be proper preparation leading up to the change, with plenty of advance warning and participation from team members at all levels. Implementing the plan in stages will allow team members to tackle the change one step at a time, learning the new and relevant skills as they grow.
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- Be flexible and available to take on any new tasks that might accompany the change(s). Keep a positive attitude on the opportunity to take on any new challenges and exceed expectations. Approach change with an open attitude of learning. Change is the new, constant reality of any workplace. If it is not, it ought to be, because the riskiest thing any businesses can do in this new, season of uncertainty, is to not change.
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- Credibility, leaders have to live what they communicate. Trust, when we keep our commitments we increase our trust. Accountability.
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- We become comfortable where we are and our personal and professional growth slows. We no longer look to serve and we look to be served.
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- I think about the value I have added to many people around the world by taking time to listen and explore with them how to become better. I would share stories of success due to this value.
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- It is a style with the least amount of oversight. Trust is the key in this style of leadership. Although it may seem beneficial to give people opportunities to spread their wings, with a total lack of direction, people may drift in the wrong direction—away from the critical goals of the organization. This style can be effective with a team of highly skilled and experienced team members.
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- Yes, it was effective for our team because we were all experienced and driven. The leader at the time recognized that and knew exactly how to inspire our group. We did not need a lot of direction. The leader knew when to jump in due to seasons of low morale. It was a great fit and we accomplished many goals as a unit.
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- Pros: There is trust for the team to do what they should. The team comes first. There needs to be regular feedback. Cons: Uninvolvement can appear disengaged. Lack of communication. No personal interaction.
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- I feel good about the approach as long as there is constant communication. It can work for your team because people do not want to be micro managed. They want to be trusted and feel valued. Be the coach of the team, working with individuals off to the side and showing them how they can grow in key areas. Be the CEO, Chief Encouragement Officer!
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- An effective leader is someone who has a certain level of influence. You have to know yourself and be aware of your dominant leadership style. Understand the different leadership styles and which of those styles you identify closely with. Be honest and open with your approach. Be agile with your style. Adaptability is your key to consistent success.
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- I agree. The retail team has to have a desire to help others. We must develop the skills for retail team members to be confident, display positivity when communicating with potential customers and to show empathy.
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- Because it shows the customers they are valued. The ability for the retail team to put themselves in the customers' shoes and truly understand what the customer wants. The more people do not have to overexplain why something is being brought back, the more they are likely to purchase from that reatailer.
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- Keep the floor neat at all times. Make it a welcoming environment for customers. Create an environement and team of people who multitask well. There may be times where you are on the sales floor and notice a large line at the register. Be sure the checkout line does not get too long. Create a culture of friendliness and fun for team members. Make it a place that people want to come in and work during non peak and peak times. Provide ongoing development for all staff. Often times we focus on managers/supervisors. The front line needs to be developed and have the opportunity for growth. This will help with the overwhelming feeling as they learn more about the merchandise and grow their skills. Implement a water station to see how it goes. You may not have to have snacks if people are not in your store long on the average.
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- You should take each of them to heart and see where your opportunities are. Review them with the team and strategize how we can become better in those areas.
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- Be creative and use modular training, where you train all staff in short segments. Use different learning tools and methods. The key for retail is to have team members who are confident, positive, displays empathy, respectful and flexible.
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- Scared; Too expensive; The fear the candidate will be bored; Exceed every requirement in the job description.
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- The benefits of knowledge to pass on to other team members. Collaboration opportunities. Work ethic because the candidates have worked to gain so much experience, many of the team members can learn from them.
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- Yes. It is great to have a diverse team. In dealing with various people in a company, it allows for growth. Teamwork can become the focus in dealing with diversity awareness, emotional intelligence, empathy and intercultural competence.
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- The individual made more money and had more responsibility in their previous position. To offer 40% less than they were making was a difficult situation. We could have benefited from their confidence and energy. This was an enthusiastic individual that could have propelled many of the current team we had.
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- Always take the high road to this challenging situation. Treat the person better than you would want to be treated. Be honest and let them know the specific reasons you feel they are overqualified and seek honest feedback. The candidate may not be looking for more money. They could be looking for a good fit and your company could provide that. Always look for a win-win in the open and have honest conversations.
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- Self-regulation offers an effective way out.
- Self-regulation promotes honesty.
- Self-regulation fuels positive reactions to injustice.
- Self-regulation allows us to forsake immediate satisfaction or entertainment for our long term goals.
- Self-regulation alleviates conflict.
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- Self-management is about doing what you need to do to bring about the desired outcome.
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- Congratulate Janine. Have an open and honest conversation with his leadership team about what he could do to better prepare for the next promotion. See in what ways the leadership team felt he was not ready. He wants to keep a positive energy in the company. Also, he needs to begin speaking up about his accomplishments because within companies not all of your achieved goals will be noticed. So he needs to become a more effective communicator in order for the leadership team to see the goals he is achieving.
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- Open communication. Be sure that I am willing to listen to everyone involved without judging any individuals until we know the facts.
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- A team member lost a pet and I allowed for 5 days bereavement for the individual to take off. The time away was great for the team member emotionally. Others were upset because they felt a pet is a pet. Although there was some tension, it was resolved when I advised that to some, a pet is loved as well as humans and people are attached. The rest of the team better understood and welcomed the opportunity to send heartfelt messages to the team member who lost their pet.
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- It allows you to understand the point of view of the customer and respond with empathy. It also allows you to ask questions to make sure you understand what is being said. Finally, it validates the customer and makes them want to share more information to provide multiple ways to arrive at an effective solution.
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- Listening carefully and remaining polite. Find something to agree with. Redirect conversation towards something that can resolve the issue. Stay positive and do not bad mouth company or team members.
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- If I would have applied active listening, it could have led to constructive feedback and an increase in team cohesion. It would have increased trust and strengthened communication. The biggest thing is increasing the touch/reach of those clients I was serving.
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- Be attentive/ Remain in the moment - Give your undivided attention to the customer. Show that you are engaged with body language and gestures (body language can be detected without a visual). Building trust and establishing rapport. Demonstrating concern. Paraphrasing to show understanding. Using nonverbal cues which show understanding such as nodding, eye contact, and leaning forward. Brief verbal affirmations like “I see,” “I know,” “Sure,” “Thank you,” or “I understand”. Asking open-ended questions. Asking specific questions to seek clarification.
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- I could have avoided being engaged in the frustration of the client. I could have been more focused on an effective outcome and could have been able to maximize the potential opportunity to meet the needs of the customer instead of fueling the frustration fire.
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- You do not need complete resolution of every the problem. We simply need improvement. Consistent improvement over time leads to resolution. With this in mind, all problems have an effective solution.
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- They come across as disorganized. It is hard to put your best effort into work when you are over-committed.
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- For the most part I intentionally focus on those things that are important to me.
- Yes, I prioritize based on my values.
- Yes.
- I do my best to and life is much more gratifying when I keep those values aligned.
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- - Determine what is important. In order to be effective we must plan and be clear about our decision-making - Prioritize your activities - Once you have prioritized your activities, plan your schedule. Schedule your time inflexible with high priority activities first. Schedule the highest energy level events during a time when you are your highest energy level each day. We can't be a morning person who chooses to work out in the evening and we know we are drained at the end of the day.
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- It is important to seek motivation inside of you.
- Having specific goals has a tremendous effect on your performance.
- It is very effective to know and believe in the products, services offered by your company.
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- Because you hear a lot of "No" responses. It is tough when you are speaking to people who already have their guard up and take a defensive stance before you even speak. That is why your motivation must come within.
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- When others involved do not have hope. When one has a feeling that a difference cannot be made.
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- Surround yourself with positive, hardworking team members. Remind yourself WHY you are doing what you are doing. Measure success by how much you have improved and not comparing yourself to others.
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- Embrace the journey, not just the outcome. Challenge Yourself - If the task matches and stretches your ability, you will get immersed in it. Break things down - Focus on your next step. This helps break the challenge down into manageable steps. Manage that Stress - Some stress is good. Too little stress and you won't care, but too much stress and you may get overwhelmed.
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- - Make the decision that you want to know the truth - Ask for feedback - Ask What, Not, Why?
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- If we recognize and understand our emotions, we have a much greater chance to harness that power to control them.
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- - Integrity and Ethics allows for honesty and trust to others and from others - Respect brings about dedication from others as they know I have their best interest in mind - Perseverance is key to everyone. There is always an answer and more effective way. Keep searching - Faith in your abilities, the person you are and how you view your most important relationship (the relationship with yourself) will give you strength to pursue things you never dreamed of
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- 1. Evaluate Them Remember that all people have the potential to succeed. Knowledge – knowledge is not only power, it’s empowering. Skill – Nothing is more frustrating than being asked to do things for which you have no ability. Desire – no amount of skill, knowledge, or potential can help people succeed if they don’t have the desire to be successful. 2. Model for Them People do what people see. 3. Give Them Permission to Succeed You have to help others believe they will succeed and show them that you want them to succeed. Expect it – If you have an expectation for your people to be successful, they will know it. Verbalize it – People need to hear you tell them that you believe in them and want them to succeed.
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- It gives you FOCUS. It helps you Measure your Progress. Keeps you MOTIVATED! Keeps you hungry to Achieve more! They help you to determine what you want in life.
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- Better eating habits. Vegetables and fruit each day. Be sure to add veggies/fruit to weekly grocery list. I have had great health and I want to be sure I remain in top shape as I get older and my metabolism slows. Start out eating veggies/fruit consistently 3-4 days per week with meals and build up to where I am eating them 7 days per week.
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- Makes you aware of your strengths, which can be used to overcome obstacles and provide solutions to problems Provides a track for you to run on so you can see where you have to go Forces you to set priorities. Priorities establish direction to your pursuits
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- There are daily goals, weekly goals, monthly goals and yearly goals. With each daily goal, you get a sense of past victories and it provides a stimulus for present successes as you pursue the weekly, monthly and yearly goals.
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- Goals are intended to focus attention and resources on what is most important so that you can be successful in achieving your priorities. SMART Goals are goals for your day-to-day growth
