- Problem Solving- This simple process helps identify creative solutions to difficult problems.
- Fear of public speaking? - This five part series will help it go away (3 of 5.)
- Office Politics - This article will help you build strong
relationships over time (3 of 8.)
PROBLEM SOLVINGThis Simple Process helps Identify Creative Solutions to Difficult Problems
Five years ago, a couple of instructors that I was working with and I were brainstorming about different ways to promote our training programs more easily. Up to that point, I had spent my entire career in training focused primarily on helping individuals become more successful by helping them strengthen certain skill sets such as public speaking, management skills, and selling skills. We noticed that out of our classes, about 80% of participants were individuals, about 15% came with a friend, and about 5% came as a group. We knew that these groups who attended together leveraged the results of the programs significantly, because they held each other accountable for implementation of the skills. They also discussed the class within the office setting. What we didn't know was why more teams weren't registering.
We decided to use the problem solving process that we teach in our classes to see if we could come up with different ways to increase group enrollment.
Step #1: Identify the Specific Problem and Create a One-Sentence Description.
This step sounds easy, but it is actually the most difficult and the most critical step as well. If your problem statement is too vague, then you will likely struggle with trying to come up with valid solutions. Also, if the problem statement is too encompassing, then a solution might be too complex to easily implement. For example, if we decide that the problem we want to overcome is poor customer service, then the group is likely to spend countless hours trying to first define customer service, and then coming up with every solution under the sun to try to fix the customer service problem. The success of the solution would be hard to measure. However, if we broke customer service into more specific parts such as eliminating rudeness from our call center agents or increasing repeat sales from existing customers, then we could more easily solve a complex problem.
In the example above where I mentioned that our instructors wanted to increase group participation, our original problem statement was related to increasing repeat business from first time clients. After a little investigation we found that companies that sent two or more people to our classes were 30 times more likely to send people in the future than companies that sent an individual. When we identified that trend, we created a more specific problem statement, which was, "In what was can we increase group participation in our classes?"
Step #2: What are the Possibly Causes
A common error at this point in the process is to jump right into looking for solutions to the problem before trying to identify the root causes of the problem. This usually results in a "band-aid" solution or a solution that just treats symptoms. It would be like reaching under your dashboard and clipping the wire to your "Check Engine" light. Sure you won't see the light anymore, but the underlying root cause and root problem in the engine is still there.
Take some time to identify what some of the root causes of the problem are, and your team will come up with solutions to these root causes much more quickly.
In our example, we started looking at the way our company marketed our programs and found some glaring causes that we had overlooked time and time again. The underlying root cause that we found was that our entire marketing effort was geared toward individuals. Our marketing pieces said things like "helps YOU overcome the fear of public speaking." Our registration form only had room for one person's name. We had no group discounts. These were all root causes.
Step #3: What are the Possible Solutions
Once the root causes are uncovered, solutions should start popping like popcorn. In our case, we redesigned our registration form and marketing pieces and began offering a group discount. In the next six months, out percentage of group registrations versus individual registrations tripled. In the next six months, the percentage of group registrations tripled again.
In our case, we had a number of solutions to choose from and each was helpful in helping solve our problem, but in some cases, you may have to weed out possible solutions to discover a best possible solution.
Step #4: What's the Best Possible Solution
In this step, you'll want to weigh the pros and cons of each solution to determine what is the best plan of action based on what we know today. You may find that half way through implementation that one of the other solutions might work better. It's okay to regroup and begin to implement another solution if the first "Best Possible Solution" turns out to be a poor choice after all. Don't be afraid to take risks, though. Be willing to go out on a limb to create a breakthrough.
Step #5: Create an Implementation Plan
Most problem-solving meetings end when the solution is determined. Don't fall into this trap though. Once the solution is decided upon, create a detailed plan of action that holds specific people accountable for implementation. By doing this, you ensure that the solution that you worked so hard for actually pays off for you and your company.
The High Impact Leaders class provides a step-by-step process to help participants become more proficient at problem solving. In fact, the class helps participants implement this entire 5-step process in fifteen minutes or less from Identifying the Actual Problem to Creating a Detailed Plan of Action. The results of this exercise average over $35,000 in ROI for each participant who attends. If you'd like to attend this course, click here for a class schedule.
FEAR OF PUBLIC SPEAKING?Turn Fear into Confidence
(Part 3 of 5)
FEARS ASSOCIATE WITH PUBLIC SPEAKING
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In the last newsletter, I discussed the cycle that we all go through when we develop fear. If you have not yet read that entire article, please do so before you read this (click here to view the newsletter online.) It's important for you to understand where the fear or nervousness comes from, otherwise, you could be repeating the same process and reinforcing the fear.
In this e-mail, I'll briefly discuss the fears associated with public speaking and give you specific tips to overcome these fears. Surveys have shown that over 95% of the population has some type of anxiety or discomfort when speaking in front of people. Below are some of the most common fears.
#1 FEAR OF GOING BLANK
"When I stand up to speak, I won't know what to say, so I'll write the speech word for word." If you try to memorize a speech, and something happens that could throw you off track (you lose your place, drop a note card, have a question from the audience) the nervousness will build in proportion to the amount of time it takes you to get back on track. Follow these tips instead.
* Use brief notes like a grocery list.
* Practice speaking from key concepts.
* Choose topics in which you have first hand experience.
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Both the High Impact Leaders course and the Fearless Presentations program offer techniques that can help even the novice presenter speak without notes!
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#2 FEAR OF NOT MAKING SENSE
"I get flustered when I speak. I'm not sure if the audience can follow me." Sometimes the pictures or words in our heads are coming so fast, that we want to communicate those ideas quickly. When we do, we may leave out important details.
* Begin with the end in mind. Design your talk around the number one thing that what your audience needs to remember about your talk.
* Write a clear, concise purpose for your talk.
* Rehearse vague parts with a friend prior to speech.
* Use more visual props, samples, and demonstrations.
#3 FEAR OF LOOKING NERVOUS
"I get so nervous when I speak I'm sure that my audience can see the shear panic." 90% of most physical symptoms of nervousness don't show. (In the next newsletter, I'll show you how to use this nervousness to your advantage when you speak.)
* If you are using notes, LAY THEM DOWN.
* Physical warm-ups relax muscles and release excess adrenaline.
* Continue breathing. Beware of shallow breathing.
#4 FEAR OF BEING BORING
"I had a professor in college who knew a lot more about this subject than me, and he was boring." No one likes to be lectured to. Involve the audience.
* Avoid long monologues.
* Create a dialogue with your audience.
* PowerPoint is a visual aid, not the speech itself.
* Let your audience know how they benefit.
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Most people have too much information on their PowerPoint slides. If you would like help developing PowerPoint slides with impact, e-mail me at powerpoint@leadersinstitute.com
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#5 FEAR OF BEING UNBELIEVABLE
"Will they even take me seriously?" You must build trust and rapport with your audience in order to build credibility.
* Make solid eye contact with people in the audience.
* Generate some enthusiasm for your topic.
* Communicate provable facts rather than opinions.
These tips should help you overcome some of the fears you may have associated with speaking, but remember that when you practice these tips, make sure you have a good coach to help. In the next newsletter, I'll show you how to use your nervousness to your advantage, and amaze your audience.
| *********************************************************************************************** "The High Impact Leaders class is a great course to help confront the fear of speaking in front of groups. The instructors use positive feedback to tell participants what they are doing right." --Tim Ward-TD Industries *********************************************************************************************** The absolute best way to overcome the fear of public speaking is to get a good coach and practice in a positive environment. The High Impact Leaders Class offers a step-by-step program that will help you develop poise and confidence speaking in front of a group, become more persuasive, and ultimately control your audience. To check schedules in your area, visit this link http://www.fearlessandpersuasivespeaking.com/schedule.html Don't see your city? Send us an e-mail to find out how to get a class started in your area. class@leadersinstitute.com *********************************************************************************************** "I have gained more confidence at speaking to larger groups. I've always felt comfortable speaking to smaller groups of two or three people, but now I have expanded my comfort zone to include groups of all sizes." -- Nickey Smith-Freightliner *********************************************************************************************** |
OFFICE POLITICSCreating Positive Relationships
(Article 3 of 8)
In previous newsletters, we've cover specific tips on how to build trust and rapport and also resolve conflicts more easily. These first few principles are extremely important to implement first, because if we are not using the first 14 principles consistently in our relationships, then the remaining 14 won't work
For example, if we constantly criticize someone, and then all of the sudden need that person's cooperation, that person is not likely to come rushing to our aid. If we have unresolved conflicts with team members then those team members are going to resist any coaching that we give them.
Relationships are like a check registry in that positive transactions and negative transactions are recorded over time. If we have too many negative transactions, then we will end up overdrawn in our relationship account with that person. So if you have had a tense relationship with a single person (or a group of people,) it will take a series of deposits to overcome the deficiency. The more positive the balance in the account, the easier and more effective future principles will be for you.
A good exercise at this point would be to review the first 14 principles and choose on one or two that would be the most helpful to you in creating a more positive balance in your relationship accounts. Over the next couple weeks, focus on these principles to create a more trusting environment in your office. In future newsletters, we'll cover how to gain enthusiastic cooperation from people and how to build strong, confident leaders around you.
- Avoid criticizing and complaining. "People have a way of becoming what you encourage them to be-not what you nag them to be." -S. N. Parker
- Look at things from the other person's point of view. "It is the individual who is not interested in his fellow men who has the greatest difficulties in life and provides the greatest injury to others." -Alfred Adler
- Smile more. "The man who gives little with a smile gives more than the man who gives much with a frown." -Jewish Proverb
- Make an effort to remember names. "A person's name is to that person, the sweetest most important sound in any language." -Dale Carnegie
- Avoid placing the burden of your problems on other people. "A prudent man will think more important what fate has conceded to him, than what it has denied him." -Baltasar Gracian
- Assume responsibility for clear communications. "The greatest problem in communication is the illusion that it has been accomplished." -Daniel W. Davenport
- Practice good listening skills. "A good listener is not only popular everywhere, but after a while he gets to know something." -Wilson Mizner
- Be proactive instead of reactive. Good plans shape good decisions. That's why good planning helps to make elusive dreams come true. -Lester R. Bittel
- Be slow to anger-especially over petty issues. Anger is always more harmful than the insult that caused it. -Chinese Proverb
- Instead of telling people they are wrong, point out mistakes indirectly. A person convinced against his will is of the same opinion still. -Samuel Butler
- Look for some type of common ground as soon as possible. A compromise is the art of dividing a cake in such a way that everyone believes he has the biggest piece. -Ludwig Erhard
- If you find that you are in the wrong, admit it. It's easier to eat crow while it is still warm. -Dan Heist
- Admit one of your own poor decisions before pointing out a similar error by others. A man should never be ashamed to own he has been in the wrong, which is but saying... that he is wiser today than he was yesterday. -Alexander Pope, from Miscellanies by Jonathan Swift
- Mend fences whenever possible. Never does the human soul appear so strong
as when it forgoes revenge, and dares
forgive
an injury. -E.H. Chapin
If you'd like your co-workers or team to develop more positive relationship accounts with each other and customers, our High Precision Teams program could be helpful for you.