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Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  Leadership is a skill that we all have to demonstrate at some point in our lives and careers. The key factor is do you model leadership traits others want to follow. Leadership is about walking in integrity because the example teaches. So you have to walk the walk and talk the talk. Below are three critical skills I feel leaders in the changing world of work must exemplify to be successful and have others "want" to follow them.
1) Be willing to do whatever you expect your team to do. If a job needs to be done and you are there, jump in and lend a helping hand. Don't let your title of leader go to your head where you forget the basics of creating a great team. This means letting go of your pride and be willing to humble yourself and do whatever is necessary to build a winning team. Don't tell people how much you value them, show them. 2) Communicate and talk to your team not just when you are giving them a project or providing constructive feedback. A philosophy that was great in the 80's and 90's was Management By Walking Around (MBWA) and we need to get back to it and make it a part of our daily routine. Managers need to be visible and stop hiding in their cubicles and offices and get out and start talking to their team to see how they are doing, what they need to be successful and offering feedback as necessary. Communicating to your team that you care about them as employees will go a long way in creating a dynamic team. Communication can be done in a myriad of ways and today, we must find the best way to connect with our team, but talking to people face-to-face is still a key skill everyone needs to have. 3) Celebrate differences and find ways to utilize the strengths and talents of your entire team. Recognize that different doesn't mean deficient; it simply means different. Be mindful of how you relate and connect with others as it relates to your biases whether conscious or unconscious. That is an entire blog by itself. Challenge yourself to spend time with people who are different from you and ask about their story and then listen to it. You just might learn something. People are willing and happy to share when they feel you genuinely want to know. The key message in this is to be authentic and true in your willingness to find out about others who are from diverse backgrounds. Determine to move from tolerating differences to celebrating them.
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Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  In the world of business and life, it is so important to strive to make sure our words and actions are congruent. So often, we commit and make promises that we fall short of fulfilling. Yes, the reality is life happens and we forget, get busy or simply forget what we committed to. But the person, you committed to is holding you to what you promised. You may say well things happen and I just forgot. That may be true, but the world is very, very small and broken promises can come back and haunt you. It is critical that we as professionals make sure our words and actions are in alignment. At the end of the day, it doesn't matter what you say, people believe what you do. So here are a few questions and tips to help you the next time someone asks something of you.
1. Stop and ask yourself is this something I can do based on the things going on in my life and on my calendar? 2. Would someone else on my staff or network be able to help them with this? 3. Is this busy work I am a committing to or is it something that is in line with my goals? 4. If I commit to this, am I writing it down or putting it in my phone at the time of discussion? Determine who is charged with the responsibility of the follow up. 5. Think carefully before you respond and commit as you cannot be all things to all people. 6. Sometimes you simply have to say "NO." 7. When you drop the ball and forget, call, email or text and extend your apologies. This shows respect and that you value the person and is good business etiquette. The bottom line is we need to remember an old phrase used many times in business, "Under promise and over deliver. Little things really do matter when you are dealing with people...BEintentional with what you say and do!  by Nancy J. Lewis, MS, SHRM-CP, PHR, RCC Intentional Networking is critical to your business and career success. You may feel you are a great networker, but do you really connect with those you meet at events? Whether you meet one or ten individuals; ask yourself, how many people did you really connect with and will have conversations beyond the event? Consider the following three strategies when you go out to your next networking event.
1. Have a plan before you go to your networking event. That means doing your homework before you show up. Why are you going? What goals have you set for yourself when you get there? Is this your targeted group you want to make connections with? Is someone there you know who can make key introductions for you? Is this the best use of your time? Evaluate and answer these questions for intentional networking and watch your connections increase. 2. Get used to not giving out cards to everyone you meet. Everyone you talk to is not a connection. Business card exchanges should not just be something you do out of habit but with purposeful thought. Often times, you may exchange cards because you want to be a conduit for putting the person you just met with someone in your network. The business card exchange may not be for you personally and that is okay. The real issue we have to address is simply giving out cards because we feel it is expected. How many times have you exchanged cards with someone you talked to for a minute or two? Did you follow up with them? Did the card even make it to your credenza in your office? Be willing to have great conversations with others; and, if there is not a reason to exchange cards be intentional, polite and keep it moving. The next person you meet might be the connection you have been waiting for. That is the power of intentional networking. 3. Get used to rejection. Develop thick skin and don't internalize every conversation that didn't go the way you thought it should. Be willing to smile and realize that when you practice intentional networking, everyone is not in the same place you are. Learn how to graciously move from those situations and remember every no is getting you closer to a yes. Rejection helps develop your character and confidence as you continue to grow your business and career. Determine that your next event you attend you will practice intentional networking. Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  A new year is always a time to take stock of how you will take the lessons learned from the previous year to make this your best year ever. Consider the following tips to help you make 2018 a year you determine in your heart that you will SOAR!
1. Renew your mind daily. Commit that you will begin each day with a blank slate and allow God to provide you with the paintbrush to create the life you were destined to live. Get out of your way so you can see your life transformed. 2. Reflect on the things that serve you and can help you go to the next level as you walk in greatness. Evaluate relationships and remember that some people are in your life for a season. As you reflect on where God is taking you; be willing to embrace new people for the new season in your life. Forget those things which are behind you and reach forward with expectancy for the things that are ahead of you. 3. Reposition yourself. Have you been in the same spot in your business and career for too long? Challenge yourself to step out of your comfort zone because that is when you really grow. Strive to cultivate and build strong relationships, choose to walk in integrity and BE INtentional with your words and actions. Let authenticity radiate in everything you do. Commit to making 2018 a year where you put the extra with ordinary to have an EXTRAORDINARY year. Happy New Year!! By Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  I am dismayed at the level of customer disservice that seems to be the norm of the day. When you go to business, too many times you are treated like you are an inconvenience. I ponder in my mind, "Aren't we the reason you are needed here?" When you go to the gas station and want to pay at the pump; only to find that it doesn't work. You enter the station and the cashier is on the phone talking to someone and never acknowledges you with a hello, or I am sorry you had to come in. Really!! This is unacceptable in an age where consumers use the video part of their phone as quickly as they will send a text. Now your bad service goes viral, and you have to spend time and money fixing your PR. How about simply investing in training your staff with basic customer service skills that help build a culture of service?
When I am talking to clients and encouraging them to provide basic customer service skills; they tell me it costs too much. They go on to say why invest in employees because they will be leaving soon. I remind them of the following comments. Someone once said, "What if you train them and the leave?" The other side of this question, "What if you don't train them and they stay? Keep in mind the employees are the face of your business and your brand. What messages are employees sending to your customers that you don't even know? How much business are you losing because of poor customer service? Smiles are free, professionalism is still a good thing to exhibit and engaging the customer while they visit your business is simply good manners. I still experience great and amazing service, but I encounter poor service way to often in person or on the phone. One of the most bizarre experiences I had that should make it into the Hall of Fame for poor service is the following story. I called an online company seeking information about a problem I was having. It was a major ordeal just to finally get a person on the line. In my communication with the representative, I asked her to contact me with the department or manager that could answer my question or guide me through the maze. She said, "We work in silos, and I can't help you." I told her I understand that, but can you transfer me to someone who may have more knowledge on the manner? After 5-10 minutes of conversing on this topic, she replied, "I can't help you, and I am getting ready to end this call." In other words, she was letting me know I am getting ready to hang up on you. I was shocked and simply hung up first. This was the first time I had ever had a customer representative tell me something like that. How could someone have the nerve to say that to a customer? I persisted, and through research and diligence, I found someone in the company to help me and let them know her name, time of day we spoke and our conversation. I also made some recommendations on the need for retraining or releasing that staff member. Consider the following basic strategies that are still in style for customer service. 1. Greet the customer with a smile and hello. 2. If they had to wait, thank them for waiting. (It doesn't matter how long they had to wait; acknowledging this diffuses frustrated customers). 3. Ask them how you can help them and then let them talk. 4. Don't interrupt the customer when they are talking. 5. Be professional at all times. 6. Focus your attention on them. (Don't text or pull out your phone) 7. Remember the customers are the reason you are there. 8. Know the procedure for dealing with angry customers, so when it happens, you are aware of the process to follow. 9. Thank the customer for their patronage. These are just a few customer service tips that are helpful to restore what seems to be a lost art...great customer service.  Nancy J. Lewis, MS, SHRM-CP, PHR, RCC
In the world of business and life, it is so important to strive to make sure our words and actions are congruent. So often, we commit and make promises that we fall short of fulfilling. Yes, the reality is life happens and we forget, get busy or simply forget what we committed to. But the person, you committed to is holding you to what you promised. You may say well things happen and I just forgot. That may be true, but the world is very, very small and broken promises can come back and haunt you. It is critical that we as professionals make sure our words and actions are in alignment. At the end of the day, it doesn't matter what you say, people believe what you do. So here are a few questions and tips to help you the next time someone asks something of you. 1. Stop and ask yourself is this something I can do based on the things going on in my life and on my calendar? 2. Would someone else on my staff or network be able to help them with this? 3. Is this busy work I am a committing to or is it something that is in line with my goals? 4. If I commit to this, am I writing it down or putting it in my phone at the time of discussion? Determine who is charged with the responsibility of the follow up. 5. Think carefully before you respond and commit as you cannot be all things to all people. 6. Sometimes you simply have to say "NO." 7. When you drop the ball and forget, call, email or text and extend your apologies. This shows respect and that you value the person and is good business etiquette. The bottom line is we need to remember an old phrase used many times in business, "Under promise and over deliver. Little things really do matter when you are dealing with people...BEintentional with what you say and do! Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  Christmas is a time of love, joy, peace, and happiness. It brings to mind memories of family and friends from past days we have shared time with over eggnog and cookies. This year I challenge you to give the gift of yourself in creative ways. It is important not to stress out because you can’t give the gifts you desire to give. Give the gift of yourself because that’s the gift that means the most. Enjoy the eggnog, cookies, family gatherings, and the love that you feel from loved ones and friends, but don’t get consumed with feeling you have to buy something to make Christmas meaningful. The following tips are things you can do this Christmas season to bring a smile to the faces of family and friends.
These are just a few of the ideas you can use. The key factor to remember is give of yourself and when you do watching the smiles, hearing the laughter, and feeling the love that runs from heart to heart is priceless. Have a wonderful Christmas and a New Year filled with peace beyond measure, joy unspeakable, and love that fills your heart. Be #intentional. By Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  So often we make excuses why we don't do certain things in our life. When we do this, we often
delay walking into our destiny and adversely impact our integrity level. Consider the following five strategies the next time you find yourself making an excuse. 1. Be honest with yourself. It is important to look at yourself in the mirror and have a heart to heart and admit you have a problem. Don't continue to deny this is an area in your life you are okay with and hope it will simply go away without you addressing it. Others know you are making excuses and it is time you face it also. It is important to state the problem out loud acknowledging you recognize this is problem you are going to fix. It is helpful to solicit the assistance of a trusted friend that will hold you accountable when you find yourself making excuses. 2. Set realistic expectations. Before you make commitments and say yes to something--even something small--ask yourself if you truly believe you can and will follow through. Some people set unrealistic goals and then fail in accomplishing their commitment. It is critical to have forethought and count the cost of what you are committing to. Look at the time constraints, the magnitude of the task and then make an informed decision. Sometimes you have to say no and that is okay. It is better to say no than to repeatedly say yes and fall short of what you have committed to. Doing what you say you will do speaks to your level of integrity. Integrity is a lot easier to maintain than regain. So think before you commit! 3. Stop whining and start winning. Stop complaining about what you don't have and making negative confessions. It is so important to count your blessings and know that you win when you begin to speak positive statements of faith. Be slow to speak and swift to hear and if what you are going to say is not in line with what you want to see manifest in your life; don't say it. Choose to move from whining about life and get in the game of winning in life. Become your own best cheerleader recognizing that greatness lives inside of you. 4. Take charge of what you need to do. Just determine in your heart that whatever you need to do to succeed you will do. Be in charge of your life by making the right decisions and taking action on the goals you have set for yourself. Challenge yourself to know that you have skills, talents, and abilities inside you to make your dreams a reality. Don't look for others to do the things you need to do. Commit to what needs to be done and then do it. 5. Be solution centered. Instead of focusing on your problem, begin to look at the possible solutions. What you focus on becomes greater; so why not focus on ways to resolve your situation? Be willing to ask for help from those individuals who have knowledge and skills that can help you. Don't let pride and ego keep you from getting valuable insight and wisdom from those who can shorten your learning curve and provide you with helpful solutions to the challenges you face. Choose to use your energy focusing on solutions and then be willing to take responsibility for your life. By Nancy J. Lewis, MS, SHRM-CP, RCC  The workplace of today is filled with challenge, chaos, and uncertainty. Downsizing, rightsizing, capsizing, and resizing are common practices for many organizations today. It is more important than ever before to develop strategies for navigating and surviving the winds of workplace change. Every time you pick up the newspaper or business journal, you see the difficult plight occurring in the world of work. As we struggles to find the right course to keep our careers and jobs on track, consider the following four steps on your journey in coping with change.
by Nancy J. Lewis, MS, SHRM-CP, PHR, RCC  Today more than ever before we have to determine life as an exclamation point and not a period and making the most of everyday. This begins with understanding the triple "P" effect.
The first "P" begins with having a Passion for life and for things that bring you joy. Passion causes you to wake up in the morning excited about the day ahead as you have an expectancy about what God will do in your life. Passion is the fuel that leads to the second "P" which is your Purpose. Purpose is the thing you do that you are willing to do for free. Do not misunderstand that I stated you are willing to do it for free; but, you must use wisdom about when and how often you do it for free. Purpose allows you to go forward regardless of what you might face. Purpose creates the pathway for you to walk in your destiny. Purpose is getting up excited everyday because you are fulfilling your calling in life. The last "P" is about Positioning. When your passion and purpose connect; it provides the gateway for you to position yourself for success because you have all the necessary elements to propel you to greatness. |
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