Category Archives: Communication Tips

Power of Branding on SouthWest Airlines

Even though it’s crowded and a bit chaotic, I still am a loyal SouthWest Airlines customer.  I fly back and forth to the East Coast frequently with two college kids in New York and my twin sister, Diane, in Boston.  And I always fly SouthWest if I can.  Why?  Because they are more personal, they don’t give me a hard time, and those peanuts taste pretty good after the 5th hour in the air.

So I never really thought about the SouthWest corporate brand until a recent trip when I overheard two young boys talking to their Dad in the row behind me.  “So Daddy, why do you always fly Southwest?” It didn’t take Dad long to respond . . . “Because the fares are cheaper.  They allow two bags for free.  And they are more fun.”

Wow, that’s really what powerful branding is all about. People asking each other why they do business with certain companies.  SouthWest figured this out years ago . . . create customer loyalty through personal connection and proven unique promise of value.  This is their personal corporate brand and it’s authentic, consistent and incredibly successful.  And the yearly ratings of all the airlines always have SouthWest at the top – just like the customers are talking about.  Now that is business success!

So what can we learn from SouthWest Airlines both personally and professionally?  A lot.  It starts with looking carefully at who we really are & how we want to be know (first impressions, reputation & legacy); the unique value we want to bring to others; who we want to be engaged with and then finally being able to communicate that value to them.  The overall result is an authentic personal brand profile that is in alignment with you in this time of your life

Posted in Career Tips & Strategies, Communication Tips, Inspirational Leadership, Navigating Change, Networking, Personal Development | Tagged , , , , , | 1 Comment

Weathering the Storm in an Outhouse

Now this was a stroke of genius or maybe it was pure survival. I loved this story but more importantly the lesson it gives us on how to survive the many storms in our lives.  My take-away . . . we definitely need to practice more “out-of-the-box” or in this case “in the outhouse” thinking!

In June 2012,  41 young college ROTC cadets on a training exercise are caught in a torrential rain storm in the woods of Fort Lewis, WA.  The storm had come on so fast and so strong that the cadets didn’t have their wet weather gear with them or even where they could get back to their packs. The cadets were quickly soaked to the bone and freezing with the nighttime temperatures dropping to 15 degrees.

To try and get some kind of protection, they first formed tight circles with the smallest cadets in the middle.  My niece, Meghan, at 103 lbs, was encircled but the rain and cold was too much.  There was no shelter . . . except for a bunch of outhouses in a row in among the trees.  And then someone had an idea . . .

So with a quick count-off, the cadets divided themselves up into groups of four and into the outhouses they went.  Ten outhouses x 4 = 40 cadets in from the storm.  But what happened to the 41st cadet?  One of those outhouses must have been really stuffed.  In a quick phone call, I asked Meghan how did all those big guys fit in those very small outhouses?  No time to be fussy . . . two stood on the bench and two on either side of the toilet. And that 41st cadet probably had to straddle the toilet seat. Not a pretty sight or smell.

But when the rain had slowed, all ten outhouse doors popped open at the same time and the young ROTC cadets marched smartly out in formation having weathered this storm in a most unique way.  Of course, hopefully they marched straight back to their barracks for hot showers.

Still exhausted from 17 days out in the field and an immediate turn around to her next assignment in Korea, Meghan wasn’t seeing the humor in this experience.  But she will when she gets home and drys out from the typhoon coming through Fort Casey (NW South Korea) as I write this.  Home is going to look really good to her.

And our hats off to our young military volunteers for their service, commitment and good sense when weathering the many storms in our lives.  Thank you for all that you do!

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What Do People Hear? 7 Tips to Say It

It’s not what we say but rather what people hear.  And I love this picture for showing us the power of non-verbal communication.  Both this little girl and delightful dog are communicating with not a word between them.  But they know what they both are saying . . . “I see you and I care about you”.

What people hear – not the words said – is what makes communication so challenging.  How often we find ourselves saying “But I told him!”  And then he says “But that’s not what I heard!”  Sounds familiar?!  But how do we fine-tune those communication skills?

So here’s the answer . . . use language (verbal or non-verbal) that accurately conveys what you want the other person to hear and understand.  Sounds simple but it actually takes self-awareness, empathy and on-going practice to develop these strong and effective communication skills.  The benefit? You will find that you will be less stressed, more focused and able to minimize unnecessary work when interpersonal communication is flowing smoothly.

7 Tips to Use Your Words More Effectively

Here are some ideas that I introduce in my communication workshops that can work very well for structuring positive, powerful communication.  Now go ahead and  add your own – you have learned and know what works best for you.

  1. Use Phrases That Subtly Open Up Options
  2. Use Phrases That Emphasize Commonality
  3. Use the Word “We” Rather Than “You”
  4. Chose Words That Normalize Issues & Concerns
  5. Avoid Phrases That Escalate or Dramatize the Issue
  6. Avoid Phrases That Back Someone in the Corner
  7. Watch Yourself:  Be Aware of Automatic Thoughts & Distorted Thinking

And More Ideas . . . 

Here is the icing on the cake . . . time proven tips that participants in my recent workshop “Communication That Builds Bridges” sent me just last week.

  • Always start with a smile
  • Use “and” instead of “but”
  • Look for the right time and place to talk
  • Know your desired outcome
  • Appreciate the other person’s perspective & opinion
  • Always use professional courtesy (please & thank you)
  • Slow Down!

Bottom line is taking the time to think before you speak; while you’re speaking and after you speak.  Let me know how it is working for you and how I can help you fine tune these valuable professional skills.

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Working in Greece & Opening Doors

I’m back!  It was a fabulous 3 week adventure in Greece working for Global Volunteers on the island of Crete.  My twin sister, Diane, and three other wonderful women from Canada, Kathleen Close; Sandra Close and Sheila Davis made up our volunteer team under the wise leadership of Sam Pinakoulaki, our country host.  We called ourselves “Sam’s Chippy Chicks” and what fun we had!  The wine was flowing; the food was terrific; the sun was hot; the  buses were crowded and the laughs were endless.

 

Greek Hospitality is the Best! 

One of the best parts of the trip was living in the family hotel, Hotel Hankadas, and becoming part of the Greek extended family that gathers there every morning, afternoon and evening to talk, watch the political news, eat, work in the vineyards around the hotel and share a glass of wine with us at the end of the night.

We loved Paul who runs the hotel with his two sisters, Irene & Suzanne and his wife, Catherine.  There are also lots of other community people in and out including several traveling salesmen who sell linens out of their trucks up in the villages.

 

Our Work in Greece – Opening Doors for Future Volunteers

We were the 87th Global Volunteer team (and the first for 2012) to work in this small community, Amoudara, just outside of Heraklion in Crete. Our work assignment changed upon our arrival – from working each day in a local school teaching English to more community outreach and liaison work.  As one door closed another opened!

We were honored to be invited to work in a battered women’s safe house planting a garden and cleaning the house for the residents.  There are only two battered women’s shelters in the entire country!  In addition, we represented Global Volunteers at their monthly Board Meeting meeting networking with many of Heraklion’s most influential women activists – from age 80 to 20.  Our hope is that future teams will be allowed to work with the shelter especially in supporting the organization’s future children’s orphanage “House of Angels”.

We also learned that “volunteerism” is a very new concept in Greece.  We had a chance to meet with a newly formed group of women volunteers through a special invitation by the Vice-Mayor of Gazi.  In the local government chambers we participated in a joint meeting sharing our visions and commitment to volunteerism in all communities.  It didn’t matter that we spoke different languages – smiles & laughs communicated all that we need.

Over the next few days, we were invited to participate in a larger women’s meeting at the local Chamber of Commerce and then to visit a local kindergarten for young children of working parents.  The weeks ended with a phenomenal trip up to the mountains to visit Saint Spiro’s center for mentally delayed adults (more on that later!).

I have many funny stories and wonderful lessons learned.  I’ll share many of those over the next few weeks.  And if you see me packing my backpack again you know where I’m going . . . to Hotel Hankadas!

Posted in And a Bit More, Communication Tips, Global Training & Coaching, Navigating Change, Networking, Personal Development, Your Time & Energy | Tagged , , , , | 1 Comment

First Step in Working with Multiple Generations

I’ve got all the generations . . . a Traditionalist Dad; a Baby Boomer husband; a Generation Y son; a Linkster daughter and my community non-profit work with multiple Generation Xers.  And everyone is working in some capacity.  Even my Dad, age 94, is a corporate attorney and goes into his office every day.

In today’s work world, we have the opportunity but also the challenge of working with all five generations.  Each generation has different expectations, experiences and expertise to bring to the table.  And each also has their prefered ways of communicating as any parent of a teenager knows.  All of these differences can make the daily job of the project manager, team leader or supervisor infinately more complex and challenging.

First Step:  Know the Generational Context

I’ve found that reading about the “generational context” that each of these generations grew up in has been invaluable in understanding the lenses that they see themselves, their colleagues and their jobs.  It’s amazing the differences in generational perspective!

One of my favorite books is Generations, INC: From Boomers to Linksters – Managing the Friction Between Generations at Work, Meagan Johnson & Larry Johnson, 2010.  Written by a father-daughter team in a lively converational style, this book is filled with research and personal interviews to help us appreciate how each generation perceives their world around them. And the authors go a step further by giving us concrete tips on how to lead and be led by each of these generations.  It’s a must-have book if you’re in a leadership position or now working for someone in a different generation than yourself.

What Works with Each Generation

This is my short cut list of how to maximize the gifts each generation brings to their work.

  1. Traditionalist (1918-1945) Use their life wisdom especially in times of change.
  2. Baby Boomers (1946-1964) Give them new challenges to stretch & grow.
  3. Generation X (1965-1980) Keep things moving & provide autonomy.
  4. Generation Y (1981-1995) Have them take the lead with technology.
  5. Linksters (born after 1995) Tap into their expertise with social networking.

And it goes both ways . . . you may find yourself as a Baby Boomer working for that Generation Y boss.  If so, grab up this book, keep your sense of humor and enjoy the ride!

 

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