Leadership Development Inspiration

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Stepping Up For Houston

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Several years ago, while giving a class in Dallas for the McDonalds US headquarters, suddenly everyone’s emergency alert systems on their phones went off.  We knew that the weather was bad outside, but we quickly found out that something much bigger was upon us.  Tornadoes were bearing down on Oklahoma and over half of my audience frantically jumped out of their seats and fled home to their families.  We were 3 hours from the tornado and many of these employees had come into headquarters for the training, from the affected area.

It was May 2013 and an F5 tornado had hit Moore, Oklahoma.  Being that close to a natural disaster of that magnitude was unsettling.  I remember being stranded, unable to leave Dallas, due to the weather.  I remember attempting to contact The Red Cross to see if I could stay to help in recovery, but being denied.  I remember watching as the disaster assistance organizations told volunteers to stay away because of the live power lines on the ground.  I remember feeling helpless.

After I got home, a friend and I decided that we had to do something and we started a pop up disaster recovery organization called Girlz On A Mission.  If we couldn’t get anyone to accept our help, we were going to do it ourselves.  We collected enough donations to fill a 26-foot truck and brought $20,000.00 in cash donations down to Oklahoma, with a small team. We passed out donations, supplies and bought specifics for our devastated countrymen with the donated money. It was a remarkable, life-changing moment, for all of us, and I can’t help but feel that familiar tug as I watch what is happening in Houston.

As we all watch the news of hurricane Harvey and see the massive devastation, many people are looking for ways to help in the recovery.  There are often concerns about where the money will go, whether sending money is the correct way to respond, and how to choose where your money will best be allocated.

So, this week, I’m simply giving you a list of organizations that are collecting resources for those in need.  It’s time for all us to help, somehow.

Red Cross The American Red Cross is working around the clock to provide safe shelter and comfort for the hundreds of thousands of people impacted by Hurricane Harvey. Visit redcross.org, call 1-800-RED-CROSS, or text the word HARVEY to 90999 to make a $10 donation. Southern Baptist Disaster Relief Southern Baptist Disaster Relief is assisting in the care of thousands of displaced Texans, and working to restore homes. Learn more about how to support their efforts here. Save the Children Save the Children is delivering family-friendly relief supplies, setting up child-friendly spaces in shelters, providing specially trained staff to help children, and planning for long-term recovery needs. Support their Hurricane Harvey relief efforts here. Houston Food Bank The Houston Food Bank is providing immediate food distribution to families most in need. Donate now or learn more about how to volunteer at houstonfoodbank.org.

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Committing To Rigorous Self-Care During Difficult Times

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Ooooooooof…

Division, tension, political views, and emotions are running high, today, aren’t they?  It was certainly a tough weekend.  Instead of waxing poetic about what we should all think, feel and do around this event, I thought I’d just remind you of25 things to help you with your own self-care:

1.                 Talk about it

2.                 Unplug and take a break

3.                 Look for the helpers

4.                 Look for resources

5.                 Channel your emotion into something positive

6.                 Honor your feelings

7.                 Take care of yourself

8.                 Help someone else

9.                 Take a long walk

10.            Write a letter to get it all out… and then re-write another if you can’t let it go

11.            Go take a yoga class

12.            Go get a massage

13.            Join an organization

14.            Start a blog/ Write in a journal

15.            Go to bed early—restore and recharge

16.            Go see a funny movie

17.            Engage in your hobby/ Start a hobby

18.            Restore with your faith or mediation

19.            Go do something daring—conquer a fear and take control

20.            Do some grounding—go lay in the grass

21.            Find solitude in a task that allows you to tune everyone else out

22.            Do something creative

23.            Take a bath/ luxuriate

24.            Call someone you love and catch up

25.            Set boundaries without guilt

Even if a particular event is no longer in the news cycle, that doesn't mean that we're finished processing it. Be respectful of yourself and your needs. Rigorous self-care habits are a wonderful healing ally to get us through tough times.

Much love, to you… we’ll get through this.

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Are You Needing To Get Your Happy Back?

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

As the end of summer looms, I can’t help but think back on happy memories, when life was easy breezy and nothing got me down.  We lived at the end of a cul-de-sac and our family always had summer shin-digs, complete with bocci ball, horse shoe, ping pong, and a hand ball pole.  My Dad was a lover of family, grilling, and fun, and everyone looked forward to being a part of it.  Pure happiness.

It seems that pure, collective, wholesome happiness is missing, this year.  People around me are stressed, cynical, and political, like I don’t recall seeing... well, ever, in my 47-year memory.  The division and tension is remarkable.  So, I thought I’d share some positive psychology, with you, so that we can get our hats on straight.  It’s a holiday, after all!

Researchers estimate that much of our happiness is under our personal control. Regularly indulging in small pleasures, getting absorbed in challenging activities, setting and meeting goals, maintaining close social ties, and finding purpose beyond oneself, are all actions that increase life satisfaction.  More than simply a positive mood, happiness is a state of well-being that encompasses living a good life that has a sense of meaning and deep satisfaction.

So, in a nutshell, a lot of this is up to us. 

I don’t want to bombard you with facts and studies, but instead take you through a five-minute process to create a happiness shift.  My goal is to have you feeling a little better, as you close out your day and head into the holiday… you want to give it a try?  All you have to do is fill in the blanks.  That’s it.  No writing, just thinking and reflecting, fully.  Just answer the questions in your head.  Good?  The best part is, it works, so just allow the process to do its magic.

Alrighty then, let’s get your happy back by doing a positive psychology intervention:

Today, I am grateful that my job…

Today, I am grateful that my health…

Today, I am grateful that my friends…

*Now, don’t just read those, and skip through them.  Sit with the question and find an answer-- a true, honest, positive answer. Remember, we “agreed” to 5 minutes.  If you notice, I’ve framed the questions for you to determine HOW those areas of your life bring you gratitude.  Let’s keep going.  Remember, YOU are shifting your thoughts.

Today, the best thing that happened to me was…

Today, I felt good when I extended help to…

Today, I went out of my way to be kind to…

Today, I thought fondly about…

Today, I felt worthy when…

Today, I laughed because…

Today, I felt courageous when…

Allowing 5 minutes to reflect on what is right, good, and happy throughout our day, should be a regular practice for each of us.  Studies on gratitude and positive psychological interventions have been proven to boost individual happiness and buffer people from the devastating effects of acute depression.  This finding has been replicated with a randomized controlled study conducted by positive psychology founder Martin Seligman and his colleagues.  These exercises actually boost appreciation and mindfulness, by reminding people to appreciate things they overlook.

So, with a grateful heart and a mind full of positive memories from your day, I encourage you to go out and enjoy your week.  Protect your happiness.  Stay away from things that may bring you down. Monitor your social media intake, which may allow a sliver of negativity in.  Create a small fortress around your warm, fuzzy bits, dang it. 

You did the work on this one… now, go enjoy it.

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Let’s Have More Fun At Work!

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

I had the opportunity to work with a client, last week, and their workplace had the coolest vibe; everyone was fun, lively, upbeat, and funny.  There was an energy… a feeling… a special something that made me want to just hang out in this space and watch these people work.  Their work looked like conversation, like fun, like friendship… dare I say, it looked like PLAY.  I wanted to bottle their culture and share it with every company I know.

How do companies like Google, SAS, Hyundai, Limeade, and Discover Card create these fun environments that get them recognized as the best companies to work for in America?  Very simply, they are Employee Centric. Everything is about the employee experience.  The culture is created around what will make people happy, balanced, and healthy.  What a breath of fresh air!

Years ago, I went to a training by Bob Pike and he emphasized the need to bring levity and fun into the workplace in order to create a positive employee experience.  According to his book, The Fun Minute Manager, a fun work environment is one in which formal and informal activities occur regularly that are designed to uplift people’s spirits and remind people of their value to their managers, their organization, and to each other.

These activities include:

The use of humor;

Games;

Celebrations;

Opportunities for self development; or

Recognition of achievements and milestones.

Something very strange happens to many of us when we cross the threshold into the workplace, each morning:  Our fun gets extracted. It just disappears and we become these really serious, super responsible, weirdly reactive, fun-less people.  The fun is, literally, ZAPPED out of us.  And, the damnedest thing is, we’re really fun people at home! 

Am I right?

Alright, so this week, I’ve decided to share some ideas on how we can all duplicate that kind of culture.  I think we could all use less pressure and a little more fun, wouldn’t you say?  And, I know your people would love it, too.

Following, you’ll find 52 ideas to make your workplace more fun.  My goal is to give you one thing to add to your culture, each week, so that you can change the vibe, feeling, and commitment levels of those who work for you.  Remember, this is about being employee centric and strategically creating a positive employee experience.  You can do this!

Build a Wall of Fame

Get Some Toys (koosh balls, pez dispensers, hula hoops, a sand tray, wooden blocks, origami paper)

Set Up a Game Room in the office

Start a “Fun Committee”

Put out a Daily Riddle

Have a marshmallow fight (variation: every time someone says Hump Day on Wednesdays, they should get pummeled)

Create art together

Hire an expert to come in and lead a Laughter Yoga class in one of your meetings

Compliment someone, every day

Give out little gifts (soda, chips, candy)

Friendly competitions

Create a Fun at Work Day – only fun allowed, no work

Decorate your work-space to fit your personal style

Pranks, jokes, games, raffles, and goofiness

Teammate Trivia

White Elephant auction (just because)

Create special interest groups around hobbies—and join one!

Have more Happy Hour meet ups.

Give more standing ovations and high fives

Host an Open House monthly, between departments (food=fun and camaraderie)

Have a meeting outside

Build a house for Habitat for Humanity

Run a 5k together

Volunteer monthly

Let the team members choose their “Subtitle” (Queen Bee of All Things Social, Chief Fun Officer, Director of Creative Celebrations)

Have dress up/theme days beyond “Casual”

Wash an employee’s car by hand

Have a mid-week yummy treat on Wednesdays

Set up an on-site dry cleaner pick up/drop off

Give a lotto ticket to each teammate

Office chair relay race

Have a Root Beer Pong competition

Create a Pun-a-thon

Look up the monthly holidays and celebrate the weirdest ones you can find… National Noodle Month, anybody? Why not have a noodle potluck?

Do an Extreme Office Makeover

Have a movie night

Go to an open mic night

Catch a professional sports event

Create a scavenger hunt around the office

Have a dance break as often as possible

Set up a table with a puzzle on it and let people solve it

Create a coloring book station

Go on field trips

Create a daily ritual that everyone looks forward to

Give out silly awards (Best hair, Greatest attitude, Super Man/ Wonder Woman)

Turn up the tunes

Do a mannequin challenge (or whatever is trending) video

Keep a Candy Stash Drawer stocked

Bring a karaoke machine in and stage your own American Idol

Start a Fun Parade/ Conga Line at 5:00 on a Friday and get people out of the office in style

Create a daily office meme

Start the day with interviews like “The Office” to create a little quirkiness and fun

The words "work" and "fun" shouldn't be antithetical.  Studies over the last two decades have revealed that when workplaces make fun a factor it creates happier employees who feel more satisfied. And happy employees are all around better at their jobs. Workplace fun has been linked to enhanced motivation, increased productivity, reduced stress, and higher job satisfaction. Think about the things you do every day at work and try to make room for some laughter and team-building fun in the workplace.

We all deserve more of this.

Onward!

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Bad Manners in the Workplace

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

I hate to even talk about this subject.  Really, I do.  It’s reminiscent of the time I had to have the “hygiene talk” with an employee.  There’s nothing fun about it.  It feels trite and naggy, but it’s driving wedges between workplaces.  So, talk we must.  If we share these things, there is a chance that we’ll raise the awareness and conscientious behavior will emerge. We can certainly hope!

So, this week we’re going to reveal some uncomfortable and awkward truths about human nature.  Chances are you will recognize someone you know in these words.  Additionally, you may not realize it, but there's a good chance you're doing at least one thing that drives your co-workers nuts, too.  You didn’t expect that left turn, did you? 

I was reading an article, this weekend, that mentioned the common annoyances that we all do unknowingly, which end up pushing others away.  It caused me to pause because, on any given day, I can be guilty of any of them.  Do any of these look familiar?

Making an unreasonable amount of noise

Causing chaos in places that are peaceful or calm

Being a source of strong smells

Engaging in excessive chit chat

Doing things that gross people out

Touching too much or in unwanted ways

Invading others personal space

This article really got me thinking about the way I interact with others, while also putting a spotlight on the behaviors of others around me; my radar started working over-time.  Within minutes, I noticed a few things:

I was reading a Facebook post where a server asked the table to hurry up and pay because he wanted to go home.

That’s bad, right?

I was conversing via text and the person would not engage and instead answered everything in one-word answers. Because it was about a transaction, I expected a bit more formality. 

This is weird, right?

I was speaking with someone who said that he went to his kid’s job and told off the employer because he had been rude to his son. 

Not normal, right?

This blog isn’t to gripe and complain, but to get a little dialogue going so we can identify some of the basic principles/laws of the land/super obvious/rules of the road expectations of each other, in the workplace.  Because we have four different generations attempting to work together and corporate formality is shifting, we have some blurry areas that may need to be sharpened up, a bit. 

Following are 10 general rules of thumb that I think we can all agree to.  At least I hope we can.  I’d love to have you add to this list because I’m positive that I’ve forgotten a ton.

Curb your incessant complaining (I know what you’re thinking… this is dialog, not a complaint!) But, really, the curmudgeonry is exhausting and we don’t want to engage in it.  This isn’t the place and it’s really not helping.  Check it.  If you think you’re being funny, but it’s really just negativity, you better think about how you’re making those around you feel.  We’re tired… please stop.

Call someone by the name they’ve given you upon introduction. Don’t shorten it to a nickname until they’ve given you the signal that it’s appropriate or you’ve reached that level of familiarity. And, I’m begging you, don’t use Honey, Babe, Sweetie, or Darlin unless you’re pals.  Them are fightin’ words, these days.

Don’t Reply To All.  For the love of all things holy, do not do it.  I mean it.  We’ll find you.

Try hard to remember names.  Forgetting someone’s name is very telling about the listener’s character.  And, NO, “I’m bad with names” is not an excuse.  It’s self-centered and shallow.

Don’t speak louder to people with accents.  While we’re at it, don’t speak loudly to your food server because you have ridiculous expectations about your short lunch.  And, don’t be The Loud Guy that I have to drown out with headphones, in the office. Watch your volume. We’re all just trying to get by, here.

Practice your handshake.  Firm that sucker up.  I don’t care if you are a woman or you are preparing to shake a woman’s hand—give it all you’ve got, dang it. I’m reading you and sizing you up, from moment one, and I promise you that handshake is important.

Don’t go on and on and on and on and on when it comes to anything.  Keep your voicemail at 30 seconds. Respect the listener’s/ reader’s/ audience’s time.  Tighten it up.  Get to the point.  Chop-chop.

Work on being gracious.  People make mistakes and they don’t need to be constantly reminded of, ridiculed for, or embarrassed about their faux pas.  Give them a pass.  A little grace goes a very long way.

Don’t interrupt.  Seriously, just don’t. You may not have told me verbally to Shut Up, but your behavior spoke loud and clear.  Not okay.  Ever. Wait your turn, Speed Racer.

Check your non-verbals: look me in the eye, smile, face me when we’re speaking, don’t fidget, don’t check that text, don’t even think about answering the phone, stay dialed into the conversation, and look like you’re interested.  Easy peasy.

Here are a few other gems that I found from PR Daily who asked, “What drives you crazy in the workplace?”

When people finish my sentences

When people chew gum loudly

When people type on the computer while we’re talking

Mumbling on a voicemail

Write their “Out of office” with spelling errors

Complain-criticize-complain-criticize

Speaking too quickly on voicemail

Repeating everything several times

Nervous giggling

Trying to impress by topping everything I say

Giving monotone presentations

Eating while on the phone

Forgetting to update their outbound messages upon leaving for, or returning from, vacation

Walking like an elephant

TMI

Leaving messes in the break room

Taking care of personal hygiene at your desk

Acting as the self-appointed office police

Yikes! Are you guilty of any?  The truth is, we all are, at times.  The key is to raise your self-awareness so that you can be conscious of how you make other people feel.  I remember watching Michael Scott from the TV show, The Office, say “If you don’t know who the annoying person in the office is… you’re it”. 

We don’t want to be IT, right?

A little bit of focus on our workplace manners will go a long way to making our relationships, and our work-spaces, so much more enjoyable.  Give us your additional pet peeves in the comments so that we can all raise our awareness and behaviors.  The more we have dialogue around some of these sticky topics, the better we are able to work together, moving forward. 

Onward!

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Life Hacks for Busy People

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Duuuuuude, slow this adulting thing down, wouldja? Sometimes I feel like I don’t have a second to come up for air, let alone make it to another last minute meeting. Working in a progressive field, we often have periods when we are frenetically trying to balance a million work-related things at once while trying to be innovative and stay ahead of the curve, but it is neither effective nor sustainable to operate that way. At the end of the day, we feel burnt out, utterly exhausted, and unfulfilled in other areas of our lives.

To help lighten the load of being constantly stuck in busy-ness, instead of effectiveness, I’d like to give you 10 Life Hacks that will help reduce your stress-induced temper tantrums, (oh, wait, maybe that’s just me) maximize time, and improve your quality of life. From boosting your productivity to keeping your mind and body in optimal shape, these tips will help you live a more balanced, healthy lifestyle while still pumping out the work you need to stay at the top of your game.

1. Get to work early. 

I can hear you now… “Really? You’re starting the list with THIS?”  Hear me out.  Showing up for work an hour early pays off in three ways. You start your day with nobody around, which means fewer distractions. When people do show up, you'll be "in the zone"—and a less likely target for start-of-day small talk. Finally, you'll be done with your work an hour ahead of time, which means missing rush hour on the way home.   See? I told you it was worth it.  Easy and obvious is sometimes really valuable.

2. Implement the two-minute rule.

The general productivity consensus is that if a task takes less than two minutes to complete, you should finish it immediately. Whether that means responding to an email or confirming a doctor's appointment, get those small (but often weighty-feeling) tasks done with, rather than let them collect and snowball.

3. Use red and blue more often.

Clean your desk and remove things that might distract you. According to a Science Daily study about which colors improve brain performance, red was found out to increase attention to details while blue sparks creativity. Surrounding your workplace with these colors not only benefits your brain, it’s also pleasing to the eye. 

Weird, right? But, that’s what Life Hacks are all about.  Give it a whirl.

4. Silence Your Inner Perfectionist.

New college grads still try to pass off perfectionism as the ultimate worst-trait-that-isn't-really-a-bad-trait in interviews, but it's time to recognize that being a perfectionist really is a dangerous deal. Yes, a single piece of work can always be better, but what are you sacrificing by laboring over slight improvements? Do the best you can do in a reasonable amount of time, and then stop. Your inner perfectionist can be helpful, but it also needs to be kept in check.

5. Equip Yourself With an Arsenal of Productivity Tools.

Get ready for content gold, with this one.

Staying on task can be tough, but there are tons of great tools available to help you out. Don't ignore these handy helpers--when someone offers you an ax in the zombie apocalypse, you take it, don't you?

For tracking your time management, try Toggl or Yast.

Are you a savvy social manager? Go with Hootsuite, which offers a central dashboard for managing all your social media accounts.

Also consider Buffer, which makes it super easy to share found articles across various social sites.

For saving articles to read at your leisure, go with Feedly, Pocket, or Evernote. These apps are compatible across devices; you can earmark a blog post on your laptop and read it later on the train via smartphone.

Sick of forgetting passwords (then resetting them, getting an email, and choosing a new password, which you'll forget again next time)? Try LastPass, which keeps tabs and secures all your various passwords for you. If you use numerous accounts in one day (and who doesn't?), this one can be a serious timesaver.

Gold, right? 

6. Make Bad Habits Difficult for Yourself.

Sometimes the best way to break a bad habit is to make things incredibly difficult for yourself. If you hate that you watch too much TV, keep the remote control in the upstairs closet. If you can't help but surf the Web when you need to be focusing on a blog post, disconnect your Wi-Fi for a bit (note to self). While the extreme lengths you take to avoid certain habits can seem excessive, once those habits are broken it will be well worth the struggle.

7. When silence is not golden…

According to coffivity.com research has shown that people struggle to be creative in a quiet atmosphere, similarly, they also find loud workspaces distracting. A happy medium is a space where a gentle hum can be heard in the background. This is where their app comes in. It plays sounds… But not any old sounds. This app will transport your mind, and make you believe you’re in a real coffee shop, in a bid to get your creative juices flowing. Why not try a “Morning Murmur”, or if you’re feeling a little more adventurous why not go back to your student years and listen to “University Undertones"… the choice is yours.

8. Workplace workouts are a thing.

Boost your fitness and become more alert by exercising at work. In a recent article, Jen Lawrence states, “Not only is exercise smart for your heart and weight, but it can make you smarter and better at what you do.” Exercising pumps oxygen around your body, feeding your brain as well as releasing happy hormones. 

For some great office exercise ideas, check out Lifehack.org or if you are scared that your desk is killing you and don’t know what to do about it, check out Fitbolt.com – Helping make the workplace a whole lot healthier.

9. Running late? Stop and pick up some coffee for everybody. You’ll be a hero. 

It happens to everybody. However, if you’re really not supposed to be late on a certain day but wake up on the wrong side of the bed, quickly grab some coffee (or donuts) for your coworkers.

Instant smiles. Day saved.

10. Engage in rigorous self-care.

This may seem counterintuitive, but to make better use of your limited time, devote more time to yourself. It can be easy to get swept up in work and the taxing responsibilities of your daily life, but neglecting your basic needs is downright dangerous.

To reduce stress and improve your mood, Mayo Clinic recommends exercising gradually and regularly. Additionally, a study from Norway found that routinely being deprived of sleep is a risk factor for developing depression and anxiety, so developing sleep hygiene is imperative to staying cognitively sharp.

So, whether you’re looking to save a little time, or wanting to try something new to shake things up a bit, there are creative and innovative ways to increase your productivity. Each of these Life Hacks are simple tricks, shortcuts and skills that aim to increase your productivity and efficiency.  Now, the key is to put them into practice so we can get the upper hand on this adulting thing.  You can do it!

Happy Hacking!

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

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Building Trust In An Untrusting Time

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Have you ever broken someone’s trust? Have you ever had a leader betray your trust? It’s a terribly uncomfortable situation to find yourself in and it’s definitely not something that is easy to get through, for either party. In our current One-Click world of Disliking, Unfollowing, and Unfriending, it seems we are much quicker to detach and disconnect, rather than work to fix what is broken.

In today's uncertain climate, it is not surprising that study after study shows a decline in the trust that individuals have in business and political leaders, as well as institutions. Even though we are faced with a crisis in trust, and have ample examples of leaders who have eroded their employee’s trust, I am a firm believer that the majority of leaders walk the path of trustworthiness.

So, what is trust? 

Trust is a mental state of reliance on the integrity of a person. When you trust someone you believe that he or she is going to do what you expect. Trust is the foundation on which a relationship is built. It is the ingredient for a healthy relationship that is hard to gain but easy to lose.

Like you, I have always believed that it’s easier to build trust in a new relationship than try to rebuild trust after it’s been broken. But, unfortunately, some take this concept and twist it to fit their agenda; I’ve watched managers attempt to term employees in order to get a new employee in, rather than admit that they did something wrong and/or let someone down. So, they’d rather hire a new employee, than have to admit they had broken someone’s trust. The ego is a tricky, tricky thing, isn’t it?  

Obviously, the goal of a leader is to build healthy, functioning relationships. After trust is built, the most important thing is not to destroy it. This means no cheating, lying, or betraying your personal or professional partners by breaching confidentiality, breaking promises, or succumbing to disloyalty.  

Ken Blanchard, in his book TrustWorks said, “Trust is in the eye of the beholder. What does that mean? It means that you can be completely unaware that your behavior is eroding the trust of those around you. What looks like fine behavior to you could make your friend, spouse, boss, employee, or constituent downright wary.” Leadership requires a high degree of Self- and Social-Awareness and if we are not acknowledging how our behaviors may be affecting others, we may be a part of the problem. So, what actually drives trust, in others? 

Eight Intrinsic Drivers of Trust

Belong and Connect

Voice and Recognition

Significance and Position

Fairness

Learn and Challenge

Choice and Autonomy

Security and Certainty

Are you cultivating an environment that builds, supports, and maximizes these values? Your team is a reflection of you and the culture, vibe, and feel of your team begins with you. Your job is to create this, not expect it.  

As leaders, we need to know how to build and nurture trust in our working relationships, because it’s the foundation of a strong, healthy connection that will help us reach our professional goals and objectives. These tips on how to build trust will help you build consistent and dependable relationships with your teammates, so that we can all achieve success.

The Best Way To Build Trust

Establish and maintain integrity. It is the foundation of trust in any organization. This means, among other things, keeping promises and always telling the truth, no matter how difficult it might be. 

Communicate positively. Communication is important, since it provides the artery for information and truth. By communicating fairly and from a place of integrity, we strengthen every process and function, within the organization. Additionally, watch your use of “I” and work on your “We”.

Consider all team members as equal partners. Trust is established when even the newest rookie, part-timer, or the lowest paid employee, feels important and part of the team. This begins by treating everyone respectfully, regardless of position, background, beliefs, ethnicity, religion, or differences of any kind. 

Focus on shared, rather than personal goals. When employees feel everyone is pulling together to accomplish a shared vision, rather than a series of personal agendas, they trust the team’s results. This is the essence of teamwork. When a team really works, the players trust one another. 

Do what's right, regardless of personal risk. We all know intuitively what's "right" in nearly every situation. Following this instinctive sense, and ignoring any personal consequences, will nearly always create respect, from those around us.

As Stephen Covey said, “Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.”  Do your part. Step out of your comfort zone and work to create an environment that fosters and celebrates trust. Be the kind of person who others trust and admire. Keep your word. Be transparent. Tell the truth. Stand by your employees. Be a person of unwavering honor. Practice mindfulness. Be aware. Display appreciation and kindness. Be moral, ethical, and fair.  

And, finally, remember that trust is reciprocal. As Harold Macmillan once said “A man who trusts nobody is apt to be the kind of man nobody trusts.” The surest way to earn the trust of employees is to show them that you trust them in return. 

Onward!

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

[synergydevelopmentteam-blog]

Overcoming Stress and Gaining Your Life Back

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Oh, dear summer, you are such a stress-free time of year, for most… vacations abound, long weekends are a must, slower energy awaits, and daydreaming prevails. This truly is a magical time of year… unless, of course, you are in management.  

Amiright?!

As managers we know that this time of year means that we’ll have fewer people in the workplace, more staffing issues, increased call outs, fewer personal vacations, (managers can’t always take time off during summer months) and heavier traffic by guests and customers, whether it’s on the phone or in person. It’s the time of year that always forces us to become incredibly creative, in order to keep the ball rolling. Aaaaah, dear summer, you are a blessing and a curse, and my stress levels reflect it from June to September, each year.

It is estimated that 75–90% of all visits to primary care physicians are for stress-related problems. Job stress is a leading source of stress for adults, but stress in individuals of all ages has escalated in the past 20 years for a number of reasons: financial insecurity, media and peer pressure that lead to substance abuse or other unhealthy lifestyles, the breakdown of family values and religious faith, and the increased pressure to do things better and faster than ever before. 

Even the most dedicated managers and employees wear down some times. For most, burnout happens over a long period of time. The constant demand of the workplace leads to constant exertion and a wearing down of energy. The immune system breaks down. Motivation, attitude and behaviors change. It’s important to recognize symptoms of burnout in yourself and others so you can intervene. 

Some Symptoms to Watch For:

Isolation

Depression

Chronic illness

Observable weight gain or loss

Behavior change from the norm

Anger

Crying

Bad-mouthing the organization, coworkers, systems, etc.

Work stacking up

Personal attacks

So, to give you a bit of a life vest, I thought I’d pass on 20 stress relievers that you can start putting in place, now, in order to save your sanity over the next few months.

Pride yourself on a “me-first” attitude. It's okay, really. It can be all about you.

Pack your own lunch before you start packing for the kids or spouse. You get first dibs on the good cheese.

Don’t over-commit yourself with things you really don’t want to do. You don't have to go that birthday party for your sister's dog. You don't.

If your workload is too heavy, tell someone — assertively. Seriously.

Schedule your exercise, and ask others to schedule around it. Riiiiight? High five.

Create a list of joys, and be sure that every day contains at least one of the joys.

Don’t sacrifice who you are for others. (Says Mother Life, as she grabs you by the shoulders and gives you this subtle reminder)

Schedule alone time. It's liberating, trust me. No one will die taking care of themselves.

Schedule time with friends. My God, they've been neglected, haven't they?

Schedule time with your spouse — put a babysitter on a weekly schedule and go somewhere new each week, or back to a romantic haunt. Make. This. Happen.

Get a massage or facial (guys, too!) and don’t feel guilty about it. Nada. Niet. Zip. No guilt allowed. Do it. You deserve it.

Start a relaxing hobby. I know, this is a foreign word that you don't understand. Google HOBBY... amazing stuff. *wink*

Get a therapist, and get everything off your chest. Best. Investment. Ever.

Set goals, and implement positive changes by making them habits. PERSONAL goals. Foreign concept, I know.

Get up 15 minutes earlier in the morning. Counter intuitive? Maybe. But, do it.

Be prepared to wait—it’s inevitable. Don’t get mad, just breathe and have a plan to pass the time. Instagram has missed you.

Relax your standards. The world will not end if the grass doesn’t get mowed this weekend. Really, it won't. Get over it.

Unplug your phone. Drum up the courage to temporarily disconnect. How weird have we become that this seems impossible?

Simplify, simplify, simplify. Again, another word we don't comprehend, right?

Make friends with non-worriers. Nothing can get you into the habit of worrying faster than associating with chronic worrywarts. Kick 'em to the curb.

Learn to live one day at a time. Or, one hour at a time. Or, one minute, even. Stop worrying about what hasn’t happened, yet. Just... focus... be here now.

Do something kind for somebody else. I'm telling you, it's the secret of the universe. Trust me. Life changes when you are kind to others, always.

Eliminate destructive self-talk: “I’m too old ...,” “I’m too fat ...,” etc. Just, STOP. You are grown and those words do not belong in your mind, period. Cut it out.

Allow yourself time — every day — for privacy, quiet and introspection.

Don’t forget to take a lunch break. Here we go, again... google it. Great stuff.

Forget about counting to 10. Count to 1,000 before doing something or saying anything that could make matters worse. You can't take that stuff back. Just zip it until you're cool.

Have a forgiving view of events and people. Accept the fact that we live in an imperfect world. People are messy and it's okay. Let it gooo! Let it gooo-ooooo!

Have an optimistic view of the world. Believe that most people are doing the best they can. Dang it, life is just too short to be a cynical, Debbie Downer, glass is half empty, skeptic. I mean, really... enough. I'm tired just thinking about how heavy that load is.

Think about it. People need you. Your boss needs you. Your employees need you. Your family and friends need you. But, if you don’t take care of yourself, you can’t be there for any of them. Just like on an airplane when they say, “Put your own mask on first,” you must take care of yourself before you can take care of others.

You don’t have to be a helpless victim of your stress. While you might not be able to gain total control, you can at least influence the stressor’s effect. Let’s try to get back to those wonderful, carefree, lazy days of summer and actually enjoy them, this year. Remember, if change is going to occur, it’s going to happen because you have chosen to make adjustments in your own life. Put some small changes in place that will have a big payoff in your perspective, your health, your work, and your relationships.

Cheers, to an enjoyable summer!  Go have fun, dang it.

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.  Contact Synergy for booking.

[synergydevelopmentteam-blog]

Mastering The Freedom Of Forgiveness

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

I’ve always been praised for my magnanimous character… literally, since I was a child. I remember being wronged by friends, often, but before too long we were best pals, again.  And, again.  And, again.  It wasn’t out of desperation that I forgave, but out of empathy.  Even as a child I would defend their bad behavior and site the issues with their family, their grades, or any other challenge imposed upon them, to anyone who harshly criticized them. I would fight for the very people who had just wronged me.  I’ve always been a lover, not a fighter.  Very simply, I believe in second chances.  I believe that people make mistakes.  I believe that people are inherently good, but sometimes get off course and do bad things.

Not everyone agrees with this way of thinking and living, and that’s okay.  I’ve been criticized, ostracized, maligned, and made fun of for this… well, forever. I’ve gotten the ‘ol “I Told You So” and the “Don’t Act Surprised When…” tongue-lashing, more times than I can count.  In business, I’ve been counseled for not disciplining as hastily as I should have.  I’ve been told that I’m dragging out the coaching far too long and that it’s time to cut the cord.  Sound familiar?

Here’s the thing, though—I’m no pushover.  I’m not a wilting flower or a scaredy cat that is afraid of its own shadow.  If you know me, you know that I’m a straight shooter who says it like it is, always.  I’m a believer in rules and proper chains of command.  I’m strong and tough, and in the past was often called intimidating.  So, what gives?  I’ll tell you—I believe in people.

I BELIEVE IN PEOPLE.

I believe that people are messy and complicated, maddening and inconsistent.  But, I also believe that they are trying and fighting, every day, to be their best.  I believe that they want to do what’s right, but are often consumed with other competing priorities.  I believe that they are committed and on board, even when they seem checked out and apathetic.  I believe that they have a plan to come in as a 10, but something cuts them off at the knees and they struggle to show up as a 2.  I believe they try, every single day, to change their situation, but somehow they can’t reach the life vest or get the attention of the right lifeguard.

So, I work and work and work.  I try every trick in the book to get them re-engaged and re-ignited.  I ask and ask and ask, until they finally open up. And, then I listen and empathize, and go back to my strategies to find a better trick.  It’s not that I am afraid of conflict, and it’s not that I haven’t learned enough about criticism and discipline… in fact, it’s just the opposite.  I’ve learned so much about human behavior, over the years, and I know that empathy is usually the key that fits every lock, eventually.

I spoke of magnanimity, earlier, which is just a fancier word that was used, for forgiveness.  While I’m not the expert and “end all, be all” on this topic, I’ll tell you what I know, from my experience:  I’m HAPPY.  I wake up happy, and I go to bed happy.  Seriously.  I’m a happy person because I choose to see the world the way I do.  I’m happy because I have the relationships that I do.  I’m happy because I choose not to carry a bunch of stories around, with me. I don’t know if I’m any happier than the average Joe, but I can tell you that when I was holding grudges, (and, yes, I have done it and was bound and determined to hold them, as if I had something to prove, dang it!) I wasn’t happy.  Are you tracking?  Even though I was right, and had been wronged, I wasn’t happy.  I could lament and strongly assert my “right-ness” but I wasn’t happy.  Somewhere along the line, I realized that I had gotten off track with this baggage of resentment and I was the one drinking the poison. 

When you've been hurt by someone you care about and trust, you might become angry, sad or confused. If you dwell on hurtful events or situations, grudges filled with resentment, vengeance and hostility can take root. If you allow negative feelings to crowd out positive feelings, you might find yourself swallowed up by your own bitterness or sense of injustice.  Ugh.  Been there, done that.  And, it sucks, I might add.

If you're caught in an unforgiving loop, you might find that you:

Bring anger and bitterness into every relationship, conversation, and new experience.

Become so wrapped up in the wrong that you can't enjoy the present, because you’re drinking the poison that’s meant for someone else.

Become depressed or anxious.

Feel that your life lacks meaning or purpose, or that you're at odds with your spiritual beliefs.

Lose valuable and enriching connectedness with others, because you’re afraid it’ll happen, again.

So, what’s the fairy dust needed in order to reach a state of forgiveness?  I really have no idea what the true magic is, but I know these thoughts have helped me:

How is this grudge making you feel? What’s it doing to your balance, state of mind, your gut, and your level of consistency?

Reflect on the facts of the situation, how you've reacted, and how this combination has affected your life, health, and well-being.  Was it possibly a mistake? Can you find the empathy needed in order to understand what caused the reaction?

Actively choose to forgive the person who's offended you, when you're ready. Forgiveness doesn’t necessarily mean that the relationship resumes, it just means that you’re not controlled by the negative thoughts, feelings, and beliefs, any longer.

Move away from your role as victim and release the control and power the offending person and situation have had in your life.  People are messy.  Emotions are even messier.  As soon as you can accept that you played a part, somewhere in the relationship/falling out/blow up, you stop the narcissistic loop of victim-hood.  Get your power back—enough is enough.

Oprah once said that “Forgiveness is giving up the hope that the past could have been any different” which is all about your healing.  We know we can’t change others and we can’t change the past… so, we have to work on ourselves, right? Really, that’s all we’ve got. As you let go of grudges and allow forgiveness back in, you'll no longer define your life by how you've been hurt. Happiness is worth so much more than the momentary victory we feel when we remind ourselves that we were right and they were wrong.  It’s a trap—your self-righteousness is a trap of the ego.  I’m telling you, I get it.  Being right has a hard punch of adrenaline, but an incredibly short half-life, if we think about it.  Life has so much more to offer than the sullied and stained perspective that we look through, after being burned.  Unfortunately, there is no timeline and owner’s manual for getting through disappointments.  But, when you can clear your mind and heart of the messy stuff, it’s amazing how quickly goodness can fill those spaces, if you allow it.  I promise you, a life of compassion and understanding is far more fun and fulfilling than the alternative. 

Times a’wasting and happiness is a’waiting—time to get to work on clearing out the heart space! 

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.

[synergydevelopmentteam-blog]

How Strong Is Your Commitment To Creating A Diverse Workforce?

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Diversity is much more than just a multicultural issue.  Diversity is about embracing many different types of people, who stand for different things and represent different cultures, generations, ideas, and thinking.  Though we may share things in common with other individuals, at the end of the day, everyone is their own person and can bring different things to the table, which is why diversity is so important among a team.

A strong commitment to creating a diverse workforce can be extremely beneficial to the success of a company - giving it a global approach and identity. Research has shown that firms with diverse workforces and executive boards perform significantly better than those with little or no diversity.  Employing people with different personalities, and at varied stages of their career, can help to foster creativity and offer a range of perspectives and ideas.

As the world grows smaller and our society becomes more and more diverse, an awareness of the way you view the world becomes even more critical. Our thoughts and perspectives are translated into our opinions, which is how we show others who we are, through our behaviors. The following questions may require you to stop and think before you proceed:

Are there groups of people that I struggle to accept?

Is my work affected by my own lack of comfort with people different from myself?

Are my diversity related behaviors affecting my career advancement?

How can I overcome my personal biases?

What specifically can I do?

What are some things about diversity that I enjoy?

We all have biases. It is part of being human. Fully embracing diversity requires the ability to identify and recognize even the subtle forms of bias that impact how we value the differences in people.

Stereotyping

Making generalizations about a group of people

Stereotypes may have some elements of fact but these are then exaggerated beyond reality

Exclusion and Invisibility

Not including or just not seeing things different from you

Portraying only one perspective or view

Fragmentation and Isolation

 Separating the experiences of one group from the experiences of the general population

Linguistic bias

Using language to show biases

Most large corporations routinely provide some form of diversity training for employees, and many report some measure of success. Diversity training programs can be as short or as long as necessary. However, the training should focus on how people, despite their apparent differences, are fundamentally the same and deserve the same respect and accommodations as others.  The key is to raise awareness and open dialogue, while describing the organization goal of creating an authentically inclusive environment.

Diversity plays a key role in business success, as it allows organizations to draw from the best talent regardless of personal demographics. Still, the inclusion of different ethnic, religious, sexual identity and gender groups in the workplace may make some employees uncomfortable. By delivering training sessions on diversity, building team dynamics and linking diversity to the company's success, employers can make great strides toward promoting diversity and inclusion in the workplace.

 About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.

[synergydevelopmentteam-blog]

To Engage, Or Motivate… THAT Is The Question.

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

In my consulting practice, I am frequently asked about the difference between Motivation and Engagement and people want to know which they should be focusing on.  My answer is, BOTH! If we want our employees to be engaged, we need to understand their motivators.  These two things go hand in hand.

The most important thing that I tell leaders is that the key to getting their employees engaged and understanding their motivators comes down to the leader’s genuine interest in their working partners.  Do you know what kick starts your employees? Do you know WHY they work? Do you know what their endgame looks like? Do you know what they value most?  If you don’t know these things, you will never be able to create engagement.

So, let’s start there: Your Engagement.

Each one of us has four Basic Psychological Needs, which are a reflection of what we value and how we find balance.  Now, they key is to figure out which of those Psychological Needs drives the people you are dealing with.  What makes this challenging is that we tend to see people as we see ourselves—we bond through similarities.  However, as leaders we need to make sure that we are not seeing the employees AS WE ARE, but in fact striving to see them AS THEY ARE.  Trust me, this is totally normal, however misleading, in the long run. If we're going to truly understand our employees, we have to dig a little deeper into their Psychological Needs.

Psychological Needs:

The need to belong

The need for power

The need for freedom

The need for fun

Each one of these needs are valued by all of us, however at different times in our lives, or in different roles that we play, we will have one predominant, driving need.  Understanding your own driving need, at work, and then being able to respect, understand and USE the knowledge of their driving need will help you motivate them, individually, and get them engaged.

Now, let’s shift and put the focus on creating Motivation. Following are the top motivating techniques, desired by employees, from a 2012 article published by the AMA. I think you may be surprised to see that it’s not as much about donuts and gift cards, as you may have previously thought.

Personal thanks

Written thanks

Promotion for performance

Public praise

Morale-building meetings

Are you on track? Are you meeting the employee’s motivational needs?   Employees want to see, hear and experience Thanks. They want personal, relevant, and regular Thanks.  When we get engaged in the discovery process of uncovering our employee’s psychological needs and values, and then make motivating and acknowledging success a cornerstone in our leadership process, everyone wins. 

That is exactly what an engaged and motivated workforce looks like:  Everyone Wins.

About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.

[synergydevelopmentteam-blog]

Show up more often. . . #leadershipdevelopment #keynotes #leader #motivation #motivationalquotes #speakerbureau #motivationalspeaker

[synergydevelopmentteam-blog]

A leader is first and foremost a mentor.

[synergydevelopmentteam-blog]

Is It Time To Flex your CX Muscle?

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Are you loving the advancements in the Customer Service Experience, as much as I am? I absolutely love that I no longer have to wait in line for my movie tickets. I love that I can pay my bill at my favorite restaurant, right at the table, without having to wait for the server. I love that I can try on clothes digitally, without having to actually try on clothes. I love that I can order my drinks, without waiting for the bartender, when flying through Minneapolis airport.  I love that I can check paint swatches, and design my home, without getting off my couch to move anything in my home.  I’m telling you, I love this day and age in Customer Service!

Welcome to The Age Of The Customer.  If you’re not obsessed with transforming the Customer Experience (CX), you may be putting your organization’s growth at risk.  CX is about more than understanding process flow, scheduling, product, and profitability.  It’s about truly understanding who your customer is and knowing what makes them tick.  Are you paying attention to your customer’s needs AND wants?  Are you aware of the customer’s Pain Points?  Are you using behavioral psychology to speak the customer’s language and understand their journey?

We’ve got to start with identifying the Pain Points. Understanding what is frustrating, time consuming, confusing, or anxiety inducing is essential, if you are going to improve your organization’s CX.  In The Age Of The Customer, I am absolutely unwilling to endure pain, twice.  Are you with me? Burn me once… that’s all you get.

Here are 10 Sure Fire Ways To Ruin CX:

Apathy/disinterest

Failure to greet/welcome/acknowledge

Lack of basic manners

Lack of store/product knowledge

Failure to find out customer needs

Not making the customer the focus of attention

Telling the customer he or she is wrong

Sarcasm

Inappropriate humor

Unwillingness to go the extra mile

Do any of these feel familiar to you, as a customer?  Nothing turns me off faster than knowing that a service professional doesn’t care about their job and, by extension, I know it means that they don’t care about ME.

As a leader, it’s your job to walk through the journey of your customer, anonymously. See the process… Hear the process… Feel the process.  What needs to be improved, increased, or ditched, immediately? One of the best ways to insure that the CX is functioning at an optimal level is to be a customer in your own business.

So, to get this ball rolling, let’s look at things a little more strategically. Following are some questions you can answer, which will help you create some direction in your improvements:

How easy is your company to work with?

How many layers are there in your resolution process?

How do customers reach your business?

How quickly do you respond to email/phone inquiries?

Is there a live person available to answer questions in a one visit/call resolution?

Can customers find answers to simple questions?

Do your customers have a self-service option?

How useful is your app/website/chat?

Are your CX goals being realized in the behaviors of the employees?

Are your leaders managing CX effectively?

Define what you want to improve, and then look at what systems and processes you currently have in place. Do they need to be updated or improved to deliver a better experience?  Do you need to communicate your CX expectations more clearly?  Are you training your employees, quarterly, on those CX expectations? Are your managers managing CX expectations that you’ve set? Start small, with your most important customer channel, and expand from there.

Customers want to self-serve – easily, quickly, efficiently – and then move on with their day. By automating and simplifying tasks, you can begin delivering better solutions. Provide your customers with an easy way to get what they want, in a short amount of time, to improve the Customer Experience.  Simple changes will, in turn, create more success, sustainability, and financial stability for your organization.

About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.

[synergydevelopmentteam-blog]

The Other Side of Creative Disruption: The Humanification of Change

By: Jennifer Curtet ~ Speaker, Author, Trainer, Mentor & Coach

Large scale creative disruption and destruction demands more than the best strategic and tactical plans. Truly successful change requires an intimate understanding of the human side, as well — the company’s culture, values, people, and behaviors that must be changed, in order to deliver the desired results. Plans, themselves, do not capture value. Value is realized only through the sustained, collective actions of your employees, who are responsible for designing, executing, and living the change.

It helps to understand that an emotional response to change is normal. When you accept this, you can respond differently to the emotion by anticipating it and working with it. Following are four common responses to change:

Survival

Resistance

Denial

Passive resistance

Active resistance

Competitiveness

Embracing

Although leaders can’t always make people feel comfortable with change, they can minimize discomfort. Diagnosing the sources of resistance is the first step toward solving the stagnation or disruption. Use your social awareness to correctly assess what is driving their anxiety around the changes.

Fear of making mistakes

Fear of looking foolish

Fear of rejection

Fear of the unknown

Fear of history repeating itself

Fear of the worst being realized

Fear is an emotion that typically occurs when one perceives a threat to personal wellbeing, confidence, and balance. It can prompt action (resistance/denial/fight) against the threat, which can be challenging in a business relationship. Fear can strip your team of its most valuable resources: creativity, mental dexterity, and the ability to make decisions.  Fear is considered to be a normal, natural part of life; however, fear can lead people to experience a wide array of physical and mental insecurities.  As leaders, it’s our job to be socially aware of the emotional responses and create a consistent and stable space for their fears to be dealt with.

Worry less about managing the change and focus on helping people cope.

Identify your own style during change and use that awareness to build bridges toward others who don’t share the same perspective.

Make clear that every change style has its place and can serve the company well.

Putting your focus on the human element of change is imperative. The sooner we can acknowledge the root cause of the resistance, empathize with the fear, and create a balanced and supportive plan, the more successful our transformation process will be.  When the people, culture, and values are the first priorities in a change process, it is easier for the staff to see why the structural, procedural, and organizational changes are necessary.

About the Author ~ World renown Speaker, Author, Trainer, Mentor & Coach - Jennifer Curtet, is burning up the highways across the country with her powerful workshops and keynotes. Her energy and passion have won her rave reviews from audiences from coast to coast. She delivers seminars packed with real-world, practical skills, tempered with her own engaging mixture of warmth and humor. As an author and speaker, Jennifer is a master storyteller and is sure to leave you breathless and inspired.

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"I've always said that the key to my energy and happiness is found in my giving, to others. I'm telling you, it's the secret, to everything. Give of your time, your heart, and your wisdom... someone needs what you have." ~ Jennifer Curtet ❤️ . . . #leadershipdevelopment #leadership #training #motivationalspeaker #motivation #begreat #corporatetrainer #corporatetraining #speakerbureau #leadershiptips #keynote

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#wednesdaywisdom . . . #leadershipdevelopment #leadership #training #motivationalspeaker #motivation #begreat #corporatetrainer #corporatetraining #speakerbureau #leadershiptips #keynote