honeysheltonsblog

Performance Booster Series - Communication Skills

2012-01-31T19:15:00.000-08:00

Do people say you're talkative or do they say you're quiet? Do you frequently feel misunderstood or ignored? Are you routinely trying to get over your feelings being hurt? Do you get triggered when people give you feedback and end up acting defensive?

Take a long hard look at your style of communication and become acutely aware of what you could improve upon. Is it your speaking ability, your reputation as a listener? What about soliciting and providing feedback? Do a double take on your tone of voice and your body language.

Do you need to be more sensitive to others and reduce your bluntness or frankness? Do you need to be less sensitive and not take everything so personal? Self-evaluation is the place to start when it comes to elevating your ability to communicate. For all of us it’s very easy to take communicating for granted since we do it all the time.

Remember whether you are sending a text, talking, emailing, nodding, frowning or rolling your eyes a message has been sent. Be sure it’s the one you wanted to send.

Are you aware that research makes these claims?

75% of all communication is non-verbal.

Writing only represents nine percent of the time we spend communicating.

The average worker spends 55% of his or her time communicating.

Check this out - a whopping 85% of business success is dependent on effective communication and interpersonal skills.

It is most common to focus entirely on what you want to relay to the point you are a slacker when it comes to listening. Have you acquired that invaluable habit of confirming that others understood your message? Become a communication standout and hone in on confirmation you were understood by the listener or the reader. Beef up your clear understanding of what others tell you by restating what they told you.

There are times the tone you intended to convey whether in writing or even speaking was neutral while the receiver may interpret it entirely differently. Solicit two-way confirmation and be on the lookout for how you can improve as a skillful communicator. Evaluate your gestures, eye contact, tone of voice and body language to be certain you are in sync with your message. Learn to give others to whom you are listening your full attention, if you aren't sure what they meant or said ask for more information. If you don’t have time to listen, ask if you could suggest a different time for the conversation. Pay attention to how long you talk and give the other party floor time.

Powerful communication skills are a must for people that want to excel in relationships and climb the ladder of success.

Still learning,

Honey

Performance Booster Series - Garner Support at Every Level

2012-01-30T05:08:00.000-08:00

Garner means to build and store; to succeed at being an exceptional supervisor you will need to build and store support at every level professionally.

Team

Successful supervisors create an atmosphere where team members can fully use their skills, knowledge and creativity to work toward the goals of the department and the company. You will want to encourage the team as well as organize the ongoing work, provide direction and articulate the goals.

Your responsibility will be to use the strengths of each team member and challenge them to build a plan and execute it. Help them to see the value of what they do and how that value relates to the success of the team.

Peers

Work at building lines of communication and support with fellow managers will be keys to your success. Give what you want to get. An exceptional supervisor learns to listen to others and also considers opposing points of view. Manage your confidence and sense of respect with your peers. It’s no secret you won’t like everyone you work with but practice caution spewing your opinions and showing your distain for others, especially your peers. Watch out for sharing your negative thoughts and feelings about others at work with anyone you work with. It’s a practice that will bite you back.

Management

Make your manager look good; feel pride that you are on his or her team. Always look and act professional. Self evaluate where you are with accomplishing the look and actions of a pro. Use a mirror to check the outside and an internal exam of your thinking and behaving. Don’t be known for making excuses and being a chronic complainer. Keep your manager well-informed.

Act the way you want others to treat you, give support to others and you can count on the boomerang theory coming true for you. You get what you give.

Still learning,

Honey

Performance Booster Series - Become a Role Model

2012-01-27T15:07:00.000-08:00

A role model is a person who others look up to, admire and want to emulate. A role model provides inspiration and sparks motivation to seek out accomplishments. Role models send messages about their beliefs by what they do and say. They refrain from boasting and are quick to say “I messed up.”

Role Models Are Trustworthy

Trustworthiness is another quality of a good role model. A role model is honest and works at not exaggerating. Treasure your integrity and do the right thing even if no one is looking; even if you don’t credit for it.

Self-Esteem

A role model works to be self-assured and happy with themselves. As you display self-esteem others will look up to you positively. Hang on to your independence show you don’t need to follow current trends you don’t subscribe to. Be proud of who you are, but not cocky.

Handle Stress Positively

Being human means having to constantly deal with stress and overcome obstacles. A role model sets a good example on how to handle pressure. Become a pro at handling stress and managing yourself when the pressure is on. When you mess up, be quick to forgive and make note of what you would do differently next time.

Do What You Say You Will

A good role model also does what they say and perseveres. A good role model delivers on promises and can always be counted on even when overwhelmed and wants to quit. Perseverance is a key trait. Role models demonstrate key success factors like working hard for something worthwhile pays off. You can be that someone that inspires dreams and goals in others.

Respect for Others

How you treat others speaks volumes about who you are. He treats others how he would want to be treated and is considerate of others. When making mistakes, a role model does not place the blame on others; he owns up to his own shortcomings.

Enthusiasm

It works like magic. As a role model you can spread enthusiasm faster than the common cold. It creates energy. It makes hard work easier and more enjoyable. Enthusiasm is an antidote for discouragement. There is no better tonic for whatever happens to be wrong than enthusiasm. Conversely, when there is a lack of enthusiasm, negative emotions rise to fill the vacuum: cynicism, depression, despair.

Here is the important point: enthusiasm is more than a feeling or a character trait; it is a decision and a choice. We can all choose to be enthusiastic.

Ralph Waldo Emerson observed, "Nothing was ever achieved without enthusiasm." He was right.

Still learning,

Honey

Performance Boosters Series - Communicate Expectations

2012-01-25T05:32:00.000-08:00

In the workplace expectations have a powerful impact on our performance. Expectations have a direct link to behavior and outcomes. One of the most common reasons for low employee morale and performance is poor communication of work expectations. Expectations are the basis for developing a written, negotiated employee performance plan. Expectations are consistently a part of training and coaching.
Expectations need to be conveyed in writing. When the leader fails to provide a written list of expectations because the assumption is the employee knows what is expected, we cannot be surprised when those expectations are not met.

It is best if everyone in the company is clear about the overall strategic plan and company goals. Employees need to see how their responsibilities and expectations contribute to the company’s goals. The leader’s job is to communicate expectations clearly and not allow assumptions room to grow.

Still learning,

Honey

The Power of Planning - Last in a Series of Five

2012-01-22T14:09:00.000-08:00

Boundaries

As you gain muscle with planning you will find that the need to establish and respect healthy, flexible boundaries will be important to your overall success.

It may be challenging to set boundaries with yourself and others. Take responsibility for learning all you can about boundaries. Research what they are and evaluate if they are missing in your life. The less you know about them the less equipped you are to have them and to honor others' boundaries. Learn what to do about establishing them, how to go about honoring them in yourself and others. It will aid your professional maturity and protect your plans, relationships, self-esteem and goals from sabotage.

There are fixed boundaries and there are times they are valid and imperative. There are loose boundaries and sometimes they are the right fit. The best personal boundaries are flexible.

Examples:

Fixed boundary - you never misuse your PC as spelled out by IT.

Loose boundary - within reason you can choose what is on your work station – photos of family, etc.

Flexible boundary - you choose who you eat lunch (you can say no) with but you cooperate and eat with a team when asked or required.

Three Tips for Setting Boundaries at Work

1. Focus on how to fix what is broken versus how it got broken and who is to blame.

2. Swallow your pride, ask for help or delegate when managing overload. As soon as you know you have over-committed go tell the truth, express regret and work on a realistic agreement.

3. Handle your emotions with professional maturity - becoming known as a drama queens or hot tempered will harm your reputation.

Put planning to work for you and you will find it works!

Click here to learn more about The Power of Planning on CD ROM.

Still learning,

Honey

The Power of Planning Series - Fourth of Five

2012-01-17T20:06:00.000-08:00

YOUR TO DO LIST

Make your initial draft of your to do list before you leave work each day so you can work on scheduling and juggling what you need to do. The next morning you will finalize the list, look forward in your calendar and add what needs to be squeezed in.

Mastering this discipline will help you become a master of spending your time where it counts most.

Try this for 30 days.

List everything you have to do today. In the beginning I want you to list everything, including your morning and evening routines, that includes meals, showering, praying/quiet time, getting dressed, driving to the day care, driving to work, going to the store or the cleaners plus work-related tasks…in other words if it takes time it belongs on the list.

Next examine everything on your list to see what you left out, and then look at your calendar for appointments or meetings for the next two weeks that you need to include or prepare for and add those.

Now, you determine when each item needs to be done. Each item on your list will have an A, B, C, or D to the right of it

A before noon

B afternoon

C evening

D delegate

Place a time estimate to the side of the alpha character you gave the task. Now, calculate how realistic your plan (to do list) is for the day. This discipline helps to eliminate over committing and underestimating your available time.

Now that you have the real picture on what you need/want to do and have set deadlines for each and calculated how much time it all will take you are ready to prioritize. Your next step is to number in sequence what you will do first, second and so on. And next, drumroll please, check off the item as you complete them.

Get real, stay real, reduce stress and accomplish what matters most. Let me know how this works for you.

Still learning,

Honey

The Power of Planning Series Third of Five

2012-01-13T06:43:00.000-08:00

Spend time where it counts the most! Priorities are what help you determine what to do first, second, etc. Remember a calendar is for appointments, even if they are with you. A “to do” list is an accounting of what you need and want to do. You will need to use both every day.

Find the best option for you to stay on top of both your calendar and your “to do” list. Maybe your work/lifestyle is the perfect fit for all your contacts, to do list and appointments to be on your Smartphone. Maybe the program on your computer that houses a calendar, to do list and contacts is your solution. Find the right solution for you.

Definitely these two power tools – calendar and to-do list - must be mobile. You don’t have to shower with them or sleep with them, but any other time a best practice is that they are within an arms-reach. I still use my paper Franklin Covey binder/planner. I wouldn’t trade it. I have tried to move away from it and my efficiency and organization has suffered for it so it is here to stay with me. I pencil in appointments on the monthly tabbed page as well as the day sheet of the appointment. Looking at what I am committed to by the month is imperative for me to stay on top of planning.

You might want to check out the planner options at www.franklincovey.com. I prefer the 8 ½ x 11 Original-Monarch style and use the ring binder so I can hole punch timely, related documents like an airline reservation or a meeting agenda and have immediate needs all in one place. Adding ruled paper for notes and a few of the forms Franklin Covey sells are favorites of mine.

I do have my Outlook calendar with business-related appointments so it is available to my work team, for scheduling meetings and it syncs to my Droid. A key planning habit for me is to review my Binder calendar with the Outlook calendar every day. Building valuable habits like planning takes discipline and fierce determination. Build it, it's worth it.

Plan for this to be your best year. The year to have the time of your life!

Still learning,

Honey

The Power of Planning Series Second of Five

2012-01-11T05:34:00.000-08:00

Where Does All That Time Go?
You choose how much time to make available every day. I would encourage you to commit to the number of minutes you are going to use each day. Commit to an average you can realistically live with. Consider starting with a minimum average of 950 minutes a day. If your work commitment is 8 to 5 and you allow an hour drive time each way your work time deduction is 660 minutes. So you would have 290 minutes to spend in other areas of your life. Your lunch hour is sometimes an ideal way to spend time on tasks or chores related to non-work concerns.

Out of bed Go to sleep Daily

Monday – Friday 6 AM 11 PM 1020 minutes

Saturday - Sunday 8 AM 11 PM 900 minutes

Customers come in to banks everyday dismayed they are overdrawn. Frequently they say “I just made a deposit yesterday, how could I be overdrawn?” Deposits are important to the balance but logging the withdrawals keep it “real” and help you know your position at ALL times. The tools utilized by the brave souls that embrace taking charge of their time are the same ones an accountant uses – a ledger, accurate entries, respect for deadlines and a calculator.

Want more time this year? Email me for your free copy of the Real Time Ledger. You will use it for a week just like a check register to stay in the real world about how you spend your time. It is the perfect tool for making the most of your time.

Still learning,

Honey
honey@interaction-training.com
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The Power of Planning Series - First of Five

2012-01-09T11:10:00.000-08:00

There are several key pieces to becoming accomplished at planning. Managing your time is the place to start. Taking charge of your time is easier said than done. Progress in this arena is what you’re after, not perfection. It is vital for you to become well-acquainted with yourself and the real world you operate in so you can be realistic and objective when it comes to taking charge of your time.

Some people, like an employer, pay for your time. With others you may have responsibilities and commitments whether that is family or volunteerism. Collectively these are called obligations.

Where are you now? Never having enough time? Are you carrying guilt for what you’re not getting done? Your conscience will trouble you if you have obligations, commitments or responsibilities that you can’t meet. So clear up your conscience and take a hard look at your time and how you want to commit to spending it!

The best place to start is to treat time like a checking account. Each day the hours you make available are deposited into your account and every minute is a withdrawal. Unlike money you can’t get overdrawn but you can get over obligated. Time like money can be invested, neglected or wasted.

How would your life be better if you could improve your skills as a planner and manager of time?

Where are you now? Never having enough time? Are you carrying guilt for what you’re not getting done?

Still learning,

Honey

Coaching Yourself & Others Series - Take Five

2011-11-17T15:18:00.000-08:00

Roll your sleeves up and go to work on moving down the path of getting what you want. Now that you have reviewed critical information about goal setting, you can dial back to your wants and select your top five. Spend time asking yourself a few hard questions about the top five wants you are prepared to shape into goals.

Do you truly desire this goal? Are you on fire about this goal?

Can you visualize yourself accomplishing this goal? Once you can see it, can you feel it?

How will your life be better when you make this goal a reality?

What obstacles do you foresee?

What will you need to learn, need to do in order to reach this goal?

Who will you look to for support?

“Life can be pulled by goals just as surely as it can be pushed by drives.”

Viktor Frankl

Next, determine where the goal fits. What section of your notebook should the goal come to life? You might see it impacting more than one section or even all of them but still place your goal in the one section you think is the best fit. Remember, these are just the first of many more to come so expect some sections might be empty on your first five.

Write out one goal to a page, leaving 10 blank pages behind the goal page for you to work out your strategies for accomplishing the goal. Include your answers to the above questions for each goal in your notebook.

Coaching yourself is the pathway to happiness and personal satisfaction. Coaching revolves around a combination of self-evaluation, personal responsibility, accountability and self-correction. It is a vital tool in that it will help your success ratio on the job and in your cherished or necessary relationships. As you learn to coach yourself you will have the opportunity to coach others. As the teacher you will be the student.

“…obviously you can’t transmit something you haven’t got.”

Alcoholics Anonymous Big Book, page 164

More to come on Coaching Yourself & Others so be sure to stay in the loop! Sign up for the blogso you don’t miss any segment of this series and we can add you to our mailing list! Our newsletter is free and full of tidbits that will help your personal and professional development.

Still learning,

Honey

Coaching Yourself & Others Series – Goal Setting

2011-11-13T12:05:00.000-08:00

Goals are dreams in writing with a deadline!

If you don’t know what you want, what direction to take, when you plan to get started and when you plan to get there you could end up with regrets and disappointment about not getting anywhere.

Get busy in your spiral notebook looking over your wants and making your list of goals. Don’t leave any wants out, don’t discount one thing you want to make better or go for or wish you could achieve. You can weed out and prioritize later.

The intention of goal setting is to place the focus on results.

A key success tip in goal setting is the powerful SMART tool. There are many variations of this dynamic mnemonic:

S Specific (Spelled out or Significant)

M Measurable (Meaningful)

A Attainable (Action-Oriented or Achievable)

R Relevant (Realistic or Rewarding)

T Time-bound (Trackable)

You get more than one shot at writing out a goal, so plan on several drafts as you work toward learning how to coach yourself and others. Keep this tip sheet handy as you craft your goals.

Pick up your pen – Writing out your goals will help to crystallize your thinking and move you from wishing and hoping to truly shaping up a formidable goal.

Go for precision – Spell out precise, short, to the point goals. Putting dates, times, and amounts so you can measure results.

Set realistic goals – Remember, these are your goals. Others in your life will hand you goals (your employer, society, etc.). Your own goals need to be achievable. Be cautious to not set goals that are too difficult. As you investigate what obstacles might need to be considered and what skill sets are required you may need to tweak your goals.

Set goals that are dependent on you and your performance – Examine your goals to be certain you have as much control as possible on reaching the goal.

Express the goal in a positive framework – State the goal positively. “Write in my journal 15 minutes five days a week” is precise, action-oriented, meets the criteria that you are in charge and is worded in a positive manner. “Stop procrastinating about writing in my journal” is the polar opposite and ineffective.

Sift out the goal – This is challenging. Ask yourself is this goal a true reflection of my values? Who besides myself will benefit from me accomplishing this? These are hard questions for goals to get past. You will find the greatest satisfaction from working on and accomplishing goals that sync well with what matters most to you. You will find a groundswell of support when what you focus your time, energy and resources on is beneficial to others.

More to come on Coaching Yourself & Others so stay in the loop! Sign up for the blogso you don’t miss any segment of the series! Sign up for our newsletter, too. It’s free and full of tidbits that will help your personal and professional development.

Still learning,

Honey

Coaching Yourself & Others - It's a Process

2011-11-12T12:51:00.000-08:00

You’ve dedicated a spiral notebook with five sections to this endeavor called, Coaching Choices.

Step 1 Wanting

Coaching yourself begins with identifying what you want to have in your life, keep in your life, work for in your life, and discovering what you have that needs attention and what you might need to give up. You will be adding to your wants and adjusting your wants so the first section is for your ongoing work about what you want.

Utilize the other four sections of your notebook to create four separate categories. Write on the section dividers the subject headings. Here are categories you can consider:

Relationship Matters

Family

Friends

Work

Others

Health and Welfare

Spiritual

Work

Financial

Fun, Fears and Feats

Pleasure

Learning

Avoiding

Achievements

Planning

Prioritizing

Overcoming obstacles and objections

Boundaries

Next, select your first set of ten “wants” you are ready to go to work on and stop there. Each of the ten will need to be shaped into a goal.

Coaching Choices continues with what you need to know about goal setting. This is a process that can change your life, improve your personal and professional effectiveness and ramp up the quality of your relationships. Are you willing to engage in the process?

Goal setting is coming up next…

Still learning,

Honey

Coaching Yourself & Others - The Beginning

2011-11-09T05:15:00.000-08:00

Having a personal development coach was one of the best investments I ever made of my time and money. For over three years, several times a month, my coach taught me key factors to put to use in all kinds of situations. I had someone encouraging me, gently confronting me and teaching me the importance of planning, evaluating and progress.

I think coaching done well is life enhancing, if not life altering. Today I coach myself and others. I work passionately at teaching others how to coach themselves. I've learned first hand you can coach yourself. It's not magic. It's not quick. It works. It helps create an awakening, accountability, compassion and the importance of self-evaluation.

Coaching Choices is a method I've developed and utilize myself. The method incorporates the teachings of William Glasser, MD who authored a theory on motivation called "Choice Theory."

Here is the beginning of the first of 5 steps to take to get Coaching Choices working for you:

Step 1. Wanting

This step is about learning what you want, what you want to have happen. Purchase a spiral notebook with five sections. The first section is about Wanting. List everything you want to have happen. Look at what you wish was different, look at what you have you want to keep, look at how you want to be perceived. Write all that down. Focus on your Wanting. Dig for what you've wished was different, examine what you frustrate over and about. Ask yourself, "what have I wanted for a long time? What have I put off wanting?" Write everything down on your mind that comes up. No rush, but do it. Maybe do this for ten days.

Review what you've written. Maybe you have a relationship in jeopardy, maybe you want to quit smoking, maybe you want to go back to school or obtain a promotion. Maybe you want to quit worrying, maybe you want to lose weight or change jobs.

When you think you've listed your hopes, dreams, wants, frustrations, fears and ambitions, it's time prioritize what you want. Now create your Want list and begin to number them by priority, immediacy, need and your desire to achieve them. Your list could also include important facets of your life that you think are going well and that you want to keep doing well.

Coaching yourself begins with identifying what you want to have in your life, keep in your life, work for in your life, and discovering what you have that needs attention and what you might need to give up.

Coaching Choices continues...tune in to tomorrow's blog as we work on helping you get what you want through coaching yourself.

Still learning,

Honey

Gadgets Really Get Me

2011-11-05T06:41:00.000-07:00

Are you like me, do you have a Kindle on your Smart Phone, a Sony Reader, the iPod Shuffle, the iPod Nano? Did I mention two laptops? So when you get ready to leave town you can't decide how many devices are coming with you? Do you have a drawer you call the graveyard where old cell phones and outdated software are buried? Do you have a couple of old PCs and a few printers tucked away in the garage? How about all those phone charger cords? Maybe I can string them around the Christmas tree and hang CDs spray painted with glitter on them.

Next up, where am I supposed to be? I have a calendar on my computer, on my website, on my phone and I still won't give up my Franklin Planner. I am not sure what is synced to what, but am pretty sure I am out of sync with all that needs to be synced. On my cell phone I have apps that are constantly begging to be updated and most of my applications on my PC send me pop-up messages regarding updates routinely. I see a homeless person and I question if I can afford to spare a dollar and yet I frequently make donations to iTunes.

I don't tell everyone but I don't want to give up my original PDA; my all-time favorite, the Palm Pilot. It was my first, we are very bonded. Gadgets here, gadgets there, gadgets, gadgets everywhere.

I have wireless headsets to keep up with and have learned they don't survive the washer and dryer. I feel the call of the newest iPad and the Kindle Fire. QuickBooks, Quicken and others like them threaten me "update now, we no longer support your version." I feel rejected and foolish. I clip coupons to save 50 cents on laundry detergent and consider paying over $500 for the latest gadget. What's wrong with this picture?

Amazon knows more about me personally and what I am interested in than most of my friends. Pulling on my need to fit in by telling me all the time that people that bought what you bought also bought this and that. Keeping up is expensive.

While I set here worrying about aging all my equipment and the programs that run on them are consider old after a year! Software and hardware wear me out. I thought all this technology was going to make my life easier. Hello? I am stressed out over having too much, not enough and staying updated! I am going to have to end this blog and go online and download a stress management app, I hope it's not outdated when I remember to use it.

Still learning,

Honey

Bank Rage is All the Rage

2011-10-29T14:09:00.000-07:00

No doubt about it, the public has "bank rage." Fees, bailouts and the mortgage mess. It's only fair to qualify that the word bank doesn't mean every bank. For those of us that think banking is an honorable profession and proud to call ourselves bankers we cringe at the repeated message that all banks are greedy and evil. Most bankers, especially community bankers, want to defend and scream "not all banks are like the banks that make the news." But all banks are taking the heat.

Charging a monthly fee to have and use a debit card isn't going to fly. Bank of America, et al, picked the wrong sermon to preach at the wrong time to the wrong congregation! Hardworking Americans don't want unfair fees charged by banks, especially those that can't stay out of the headlines! It reminds me of the GM executives flying their private jets to Washington, DC to defend why they needed to be bailed out.

Community banks don't want to be lumped into the pile of banks that have fueled "bank rage."

Encourage your neighbors, family and friends to go find a community bank and do business where greed doesn’t rule, where your opinion matters. If you are a community banker this is your moment to shine and to educate the customer about how the business works. Bankers take in deposits - which cost plenty to service in order to make loans and investments in an effort to make money, stay in business and justify risk.

The spread between the deposits and the loans is slim. The cost of business has never been higher and everyone looking for a good return on an investment can't find one. Fees have become the banks way to pay for costs and make money but expecting the consumer to stand by in silence when they think they've been misused is ignorance. B of A should have worked harder for a different solution. The toughest job right now in any bank has to be working in the call center talking to customers about fees.

Bank with the financial institution of your choosing, demand they explain how doing business with them works. And, when you hear the term "banks" from the media and Washington please remember it isn't all banks. Let the guilty face the consequences.

Being in the news in this great country can mean you’re famous or you truly screwed up. One more time B of A has created a media firestorm and one more time the consequences are painful. The consumer knows how to get Netflix or Bank of America's attention; take your business elsewhere. Netflix owned the mistake and the majority granted them forgiveness. What should Bank of America do? So far silence is not golden.

Still learning,

Honey

Working on Work Relationships

2011-10-26T05:11:00.000-07:00

Nothing including salary can offset the stress associated with working with someone you need to get along with and for whatever reason you don’t. Not getting along with is a broad description. You won’t like everyone, everyone won’t like you. That’s not new news. What might be new news is becoming aware of what your choices really are about dealing with it.

In my last blog I suggested you ponder key questions you could ask yourself in order to begin to manage yourself in the relationship. Here are some helpful suggestions and ideas for you to add to your picture of what you can do to reduce the stress or possibly improve how the relationship is working. One thing that will help immediately is for you to decide how much you are going to think about the relationship and then set up your mental boundaries around your thinking.

Our feelings come from what WE think and do. The good news about that is that you can manage your feelings, difficult as that may be in heated, stressful or broken relationships. It’s not up to the other person how you feel it’s up to you. Depending upon the story around the relationship it’s possible the dysfunction has gone on a very long time and you’ve been at a loss as to what to do about it. The bad news is this…if what you are doing to make it better or to feel better isn’t working you will have to come with a new approach.

In order to “work” on the relationship you will have to start with what you want to have happen and what you are willing to do about what you want. This is a stretch when your feelings are hurt or you’ve been dragging around resentment for too long. As you consider what you want strive to be realistic and ultimately not make the want about anyone but you. That will be a challenge.

Some of this relationship business takes courage and most of it takes training. All of it requires work. If you want to get really good at working out what isn’t working in a relationship begin to frame what you need to do as practice. You will need practice working out differences, offenses, slights and broken promises with others. Don’t forget that you too will provide opportunities for when you “malfunction” in working well with others.

So for today pick up your pen, write out your thinking about this relationship that isn’t working. Include your feelings. Then ask yourself what you want to have happen. Keep working and writing on what you want until you feel you have an acceptable list of wants that are appropriate for you, for your values; wants that are attainable, realistic and dependent on your actions.

Keep in mind you will want to think through where you are now and where you want to be with regard to your happiness. How much of your happiness are you willing to surrender to focusing on what you can’t do anything about? How much of your happiness are you willing to give up because you afraid are to face your opponent and express your willingness to work on working out what isn’t working?

Your happiness is not dependent on others, though it will be influenced and impacted by others. Your happiness goal is in your hands, you will need to adjust your thinking and doing in order to maintain the level of happiness you are committed to.

The key is taking ownership of your happiness. Your happiness is tied to your ability to self-evaluate and self-correct. We need successful relationships; they are the primary source of our happiness.

More on thinking, doing and wanting to come!

Still learning,

Honey

Relationships that Aren’t Working at Work

2011-10-23T17:23:00.000-07:00

Stressful situations on the job can take a toll on your happiness meter and your success. We don’t get to pick who we work with, “those people” just come with the deal, with the job. Maybe you have a relationship at work that isn’t working or maybe one that has room for improvement.

If you’d like to help make a relatlionship at work end up working better here are some questions for you to ponder.

How important is the relationship to you?

How do you know it’s not working?

How does the “not working” factor impact your performance? What about your effectiveness?

What do you think will happen if the “not working” factor is never resolved?

If in the past, you’ve talked this up with others (other than the person involved) in the workplace are you willing to stop talking about it on the job? Who could you talk to that isn’t on the payroll who could help you manage your feelings and help you create a plan around this?

How willing are you to do something about the situation?

What are three things you think you could do that would improve the situation? What are three things you could stop doing that would improve the situation?

When would you be willing to start doing something positive about the situation?

Is it possible you can be effective and enjoy your job even if the “not working” issue doesn’t improve?

If your feelings about the issue have escalated to resentment about how long are you willing to stay resentful?

Tune in tomorrow and I will help you with some answers to these key self -evaluation questions.

Still learning,

Honey

Mastering the Art of Balancing for Tellers

2011-10-21T04:58:00.000-07:00

Is there another job in a financial institution under more scrutiny daily than the teller? Everyday everything counts and is counted in the teller drawer. Among the counted include success factors like accuracy, organization, procedures, accountability, and security just to name the top five. But at the end of the day it’s about balancing. The teller’s balancing record is tracked and monitored.

Highly seasoned and popular with her audience, teller trainer Janice Branch says that the steps necessary to establish and maintain a consistent practice on how money is handled and how transactions are processed are the “secrets” to balancing.

“One of the most anxiety producing expectations a teller faces is balancing consistently. It’s not just luck when a teller balances; instead it’s all about best practices in action. Whether a teller balances or not depends on how well they follow specific procedures when handling cash, procedures and transactions. The ability to properly handle money and transactions is without question the key to mastering the balancing act,” says Branch. She conducts workshops around the country, webinars for InterAction Training and provides CD ROM training on Mastering the Balancing Act for Tellers.

Janice’s Best Practices for Tellers

· Always count coin first – the most common amount teller is out of balance is less than a dollar

· Money that comes and goes from the drawer must be verified, using the calculator feature on your keyboard

· Verify cash by counting it by denomination totals and entering it into the calculator, then hit total and compare the total to the check or the deposit slip

· Watch out for common distractions – chatting on your phone or with a co-worker while counting money

· Balancing is about certainty – knowing without any hesitation that your money drawer was always locked when your back was to it and that you verified all cash in and out

Branch says that at the end of the day her goal is to help both the teller and the financial institution get what they want…balancing!

You can check out training manuals and free teller tools and articles by going to www.interaction-training.com/store.

Coaching - Mary, Mary Quite Contrary

2011-10-18T20:31:00.000-07:00

Conclusion...

Mary finally did what you asked and you engage her in the following conversation.

The Coach “Mary, let’s go over this together.”

Here’s her list

Behaviors required of my job How well I do them (scale of 1 – 5)

Friendly 4

Team player 4

Dependable 5

Professional 5

Skills required of my job How well I do them

Know the job 5

Accuracy 5

Computer-related skills 4

Problem-Solving 4

The Coach “Mary, I know you were resistant to working on this with me and I am glad you finished the assignment. Where we started from was - I had asked you how well thought of you wanted to be working here. You said 4.5 on the 1-5 scale. This assignment was intended to help you get your 4.5. Would it surprise you if I told you that every score you gave yourself needs to be lowered by one point and that I would say you are off by at least a point of getting what you want. So if you want to obtain a 4.5 you will have to raise the bar on your effort and remove the cloud that interferes with both your behaviors and your skills.”

Mary “What makes you say that?”

The Coach “Each of the behaviors and skills are compromised by your persistent mood-related behaviors like angering, snubbing your co-workers and choosing to be blunt, resistant and unkind. Do you think you are willing to stop choosing behavior that has a negative impact on your success? If you are I can help. The first step will be for you to build a plan that helps ensure you stop doing what isn’t working and start doing what is in your best interest,”

Remember to stay focused on your goal. Your goal is to have Mary take responsibility for behavior that is out of line and harming teamwork and her professional reputation. Watch out for getting hooked or giving up or buying into myths that you tell someone something one time and that is all it takes.

Coaching isn’t magic. Mary is a hard case. Remember to focus on what YOU WANT and teach others to do the same. That is motivation, reaching for what you want. Help others reach, help them see if what they are doing is working. The teacher will become the student and Mary just might be less contrary.

Still learning,

Honey

Coaching - There's Something About Mary

2011-10-17T18:28:00.000-07:00

Mary shows up for the meeting without any paperwork and is sporting her angry face. You inquire about the assignment and…

Mary “I didn’t do it, I think this is ridiculous. I do my job and I don’t appreciate being singled out to do some assignment about all this.”

The Coach “Well, since you didn’t come prepared, you can finish the assignment now.”

Mary “What if I don’t?”

The Coach “What do you think will happen if you don’t?”

Mary “I don’t know, it just doesn’t seem important to me.”

The Coach “It’s important to your job, is your job important to you?”

Mary “Well, yes but I don’t see the big deal here.”

The Coach “It’s going to be as a big a deal as you make it. I expect and want your cooperation. I gave you an assignment, I expected you to finish it. So here’s the pen, here’s the sheet you were working on last session so finish the assignment and I will be right back.”

You leave the room. Come back in 5 minutes.

Tomorrow we will conclude coaching Mary. She is a tough cookie and some of you have been Mary and some of you work with Mary. The goal is to help Mary see that what she is doing is not going to help her get what she wants.

Does this sound too hard or too easy? The challenge is stay focused on what you want to have happen. It’s important you avoid being hooked by her self-defeating, over-empowered attitude and behavior. Mary needs to get the picture of what is expected of her and to compare what she is doing to what is expected.

Tomorrow we will lower the boom with Mary and work on the outcome.

Still learning,

Honey

Moving Forward…Coaching the "Chip on My Shoulder Employee"

2011-10-14T17:19:00.000-07:00

Where are we? Oh, yes, wishing Mary wasn't a pain. The process I am sharing is NOT a quick fix. It's a solution. So here we go.

You had asked Mary to write down the behaviors and skills she thinks that are required in order to be very well thought of on the job.

On her list for behaviors she wrote: Friendly, team player, dependable and professional. Under skills she has: Know the job, accuracy, computer-related skills, and problem-solving.

You look over the list and tell her you think this is a great start. Ask her to share her thinking about both lists. Your job is to listen, to encourage her to speak about both lists. Don’t ask her to defend what she came up with. Ask her to share how she came up with it. Inquire if there is anything more she wants to share about either list.

You are thinking she’s missing some behaviors and skills you expected. And, you have witnessed first-hand that she is definitely falling short on excelling at several on her list but you don’t share your thinking.

“Mary, you and I are going to routinely meet. And, we are going to meet to explore what you want, looking into what you need to do to get what you want, together we are going to build a plan to ensure you get what you want and we'll decide some ways to measure how close you are to getting what you want. How does this sound to you?”

She is skeptical but agreeable.

Have her sign and date the list, make a copy for yourself, she keeps the original.

Give her the next assignment.

“Mary, look over the list each day for a few days, as you do ask yourself if there is anything you want to add. Then before we meet a week from today I want you to rate yourself using the 1-5 scale on each behavior and skill. Remember 1 would mean the lowest score you could give yourself, 5 would mean the highest score you could give yourself. Bring this to our meeting next week so we can talk more about this.”

Stay tuned for Monday’s blog where we explore what else could have happened in this coaching session. Like, what to do if Mary simply won’t make a list or crosses her arms and folds them tight and scows at you in a very uncooperative manner refusing to participate.

Still learning,

Honey

More about Coaching the "Chip on My Shoulder Employee"

2011-10-12T10:19:00.000-07:00

Let's keep the coaching going. Here's where we left off...

"Mary, I wanted to meet with you to determine something. I would like to know how well thought of you want to be as an employee of the company and as a member of my team. On a scale of 1-5 what would be the number that fits best – using a gauge of one meaning it doesn't matter and five meaning you want to be held in high regard, what number – 5, 4, 3, 2, 1 would be the number you want?"

With reluctance Mary says I would be fine with a 4.5. You explain that 4.5 is a number you can support. Ask her to make a list of the behaviors and skills she believes are crucial to the success of someone in her position.

Be prepared to help Mary with the list BUT do not give her the list. Even leave the room while she works on this. Tell her you need to go to something and you will be back in 5 minutes or less and for her to just quickly make a stab at the list.

You could even give her a prepared sheet of paper with a line down the middle with one side labeled Behaviors and the other Skills.

The key is for Mary to begin to get the picture of what is required of someone who is well thought of - both by others and herself.

On tomorrow's blog we will pick this up. Stay tuned.

Still learning,

Honey

What to Do with the "Chip on my Shoulder" Employee

2011-10-11T17:33:00.000-07:00

So here's the situation:

This employee consistently has a chip on her shoulder and her moodiness is a pain. The weather is more predictable. You go to work, the world looks pretty good to you, and the door opens and "trouble" has arrived. As she whizzes by you without so much as a look you're thinking I need to address this.

Frequently her co-workers complain about her moodiness and her brisk and blunt comments to them. She demonstrates her angriness by slamming doors and huffing and puffing.

This isn't a new issue; this has been going on awhile. It’s not every day but it’s way too often.

You've prayed it would change, you've approached the mine field around her work space with armor on and been told "I don't bother anyone and I don't want anyone to bother me. I am here to do my job and that's what I do."

You've brought the stressful, disruptive, unkind and sometimes rude behavior up in reviews with her but nothing changes. She might never change but you must! So let's get busy on this!

Here’s a question for you and suggestions:

As her manager what do you WANT to have happen? Get real, get honest. Here's what others with an employee such as I have described have told me. "I want the behavior to stop." Well, actually, they've also said things like "I would like to smack her." "I would like to fire her." "I wish she'd leave."

What you want to have happen needs to be in alignment with the company's policies and expectations. It needs to align with your responsibilities as a manager and your personal value system.

You decide what you want. If you decide you want to address the behavior and create a mutual understanding of what needs to happen going forward I can help you. Here is your assignment if you chose to take it:

1. Make a list of specific examples of recent behavior that you want to stop. Do not exaggerate. Be factual. Be descriptive. Do not be dramatic. Act like a reporter describing what you saw, heard and what others have reported. Do not be prepared to go back over months or years or even throw the book at her but you must be able to describe in detail the behavior you saw, heard or was reported to you.

2. Schedule a coaching session; you can do this via email, phone or in-person. Here’s a suggestion on what to say. “Please make plans to meet with me for 10-15 minutes Wednesday morning at 8:15.” If she asks what's it about tell her you have some things to go over with her. That’s all you tell her.

If you routinely (hope you do) coach then you are dedicating your next coaching session with Mary to addressing this issue. Addressing is the beginning. It is not the end.

Best practices for all coaching sessions: be calm, sit on the same side of the desk or sit around a table, have water for you and her, have a clock where you both can see it, have paper and pen for each of you. Do not answer your phone or email and put a do not disturb sign on the door.

3. "Mary, I wanted to meet with you to determine something. I would like to know how well thought of you want to be as an employee of the company and as a member of my team. On a scale of 1-5 what would be the number that fits best – using a gauge of one meaning it doesn't matter and five meaning you want to be held in high regard, what number – 5, 4, 3, 2, 1 would be the number you want?"

Expect possible derailments of questions from Mary including what's this about, what do you mean, etc. Just stick to the script. You need her to answer the question.

You don’t defend, over explain or get into any behavior issues at this point. Stay focused on this first question.

I will blog on this again tomorrow. Between now and then I want you to make a list of what you think you would say according to the number she gives you. Then you can compare you answers to mine.

Until tomorrow…

Still learning,

Honey

Where Did My Day Go?

2011-07-27T14:28:00.000-07:00

If you’re like me that is not an uncommon question you ask of yourself. I think knowing the answer is part of the solution to spending time wisely. If stress and disappointment are knocking on your door telling you that either you have too much to do or that you just can't seem to get where you want to go then changing a few habits and building an action plan might be in order.

Do you think you’d be willing to keep a time log for a couple of weeks? It will help you see if you’re making the best choices; choices that fit well with your values and your goals.

In my last blog I encouraged you to picture how your life would be better if you managed your time more effectively. You want to write that out. Keep your description handy so when you feel the tug of old habits you can quickly remember the value of making a few changes. Changes that will help you get what you want.

Here is the second of five fast track tips on eliminating self-defeating habits.

2. Carefully define the new habits you wish to develop.

Consider what three time management habits you think would help you the most. Write them down, describe each habit. Be honest with yourself. Gather the information you need to implement the change and visualize yourself putting the habit in place. Develop a realistic action plan and get started.

Consider some of the staples of time mastery like planning, prioritizing and project planning.

Getting into the habit of planning might look like this:

First thing each day create your to-do-list so you get into the habit of planning.

The habit of prioritizing works like this:

Review the list and determine what needs to happen by noon and give those items an A, everything that needs to be completed by 6 PM is marked a B and items that need to happen before you retire for the night are marked C. Estimate the time you think is needed for each item on the list. You will quickly know if your plan is realistic or not. Adjust where needed. Then determine what happens first for each section of the day. Whenever you can, do what you LEAST want to do, first.

Learn how to master project planning.

When you’re working on a project, estimate the total amount of time it will take to accomplish the project. Work from your deadline date backwards to see how you can weave time into your schedule for the project. Ideally you break the time into a stated period of time, i.e., 20-minute segments. Set your alarm or timer to notify you when the 20 minutes is up. Most of us can’t stop the workflow to work exclusively on a project but we can master segments of time devoted to the project.

A sense of accomplishment is a great motivator! That is why list making and prioritizing will help you get done what is most urgent/most important.

Pause your life for 10 minutes and come up with your list of new habits you are willing to build an action plan around so you can have the TIME OF YOUR LIFE!

Stay tuned, step three is coming next…

Still learning,

Honey

It's Time to Have More Time!

2011-07-25T10:17:00.001-07:00

Ever wished you had more time? You’re not alone, me too. I have found a few tips along the way that have helped me manage time more effectively. Let’s get started.

Like with anything you want different for yourself you have to ask yourself a few questions.

How much do you really want to change what you do that wastes your time? Desire is the key to success or failure. The stronger the desire the better the odds! The want-to must be yours and come from within. What would your life be like when the change occurs? Write out your answer; picture how your life would be better. How will you benefit? Who else would benefit? What do you think this habit has cost you? Many of our choices about managing time have been expensive, whether that is being late on paying a bill or late in responding to an important email or phone call.

Some of our time wasting habits are relatively easy to change; others extremely difficult. Like any other self-improvement choices, a change in how you manage your time will have a direct impact on other parts of your life. Sometimes a habit is a bear to change because it is interconnected. A single behavior becomes a cue for another behavior, which in turn may cue another behavior...you get the picture. You've developed habit sequences that form well-exercised patterns of behavior.

How long will it take to replace a poor time management habit with a better time mastery habit? Some three days, some several weeks. If you choose to consistently practice the new behavior for three weeks it will become your predominant response pattern. Keep it up and soon you will have kicked the old habit and replaced it with a rewarding new one.

Here's the first of five fast track tips on eliminating self-defeating habits.

1. Identify the habit you want to change. Examine it carefully. The more you know about what you do, when you do it and why you do it the easier it will be to identify the habits that are creating the problem. Start a “wish list” that only pertains to you. Wishing others were different is a real time wasting habit. Your wish list is a daily review of what you find frustrating or disappointing about how your time was spent each day. Get busy on answering the questions listed in today’s blog. Start your “wish list” and look for my next blog on how to eliminate self-defeating habits.

Still learning,

Honey

Getting What You Want Series - It’s in the Doing

2011-06-25T11:17:00.000-07:00

Doing is about choices and can best be described as our thinking and acting. Both are voluntary and primary influencers with regard to how we feel since our emotions follow our thinking and acting. Genetically we are encoded to feel good so all of our doing from our first breath to our last, whether conscientiously or not is our best attempt to feel good.

Easier said than done; the challenge is to become purposeful and intentional with our doing. A best practice is to learn how to evaluate what promotes our well-being and what sabotages it. Utilizing self-examination and explaining our doing will play a vital role to feeling good and to sustaining a meaningful life.

Another way to look at doing is to consider it the development and execution of the strategies needed to get what we want.

Lining Up Your Doing Strategies with Your Wanting Goals

1. What are you doing now to get what you want?

2. What have you done in the past that has helped you get what you want?

3. What have you done that didn’t work very well?

4. Who has been successful at getting what you want?

5. What did they do to get it?

6. Who will you look to for support, feedback and encouragement?

7. What are the first 3 things you believe you need to do to get what you want?

8. When will you start doing what you need to do?

9. How committed are you to doing what you’ve determined needs to be done?

10. What “doing” would you suggest to others who want what you want?

11. What obstacles or roadblocks do you anticipate you will need to work around in order to do what needs to be done?

12. What is your plan for potential challenges?

13. Are you willing to be both gentle and firm with yourself when you self reflect daily on the effectiveness of what you are doing?

14. How will you celebrate your milestones as you do what you set out to do?

A strategy that will prove helpful is for you to write out how your life will be better if you get what you want. Look for pictures that represent to you how your life would be if you had what you wanted or create your own pictures. Imagery is a powerful tool in accomplishing in life what you want. Put those images where you can see them often.

What to do if you find yourself discouraged or when you find yourself thinking it isn’t worth it? Go back and look at the images remembering how you believe your life will be better. Then move right into self-evaluation so you can check out what your doing and make any adjustments needed.

Still learning,

Honey

Getting What You Want Series - Goals

2011-06-23T07:57:00.000-07:00

Maybe the most powerful tool I have found that enhances the quality of my life is setting and executing goals. Powerful because it engages my creativity in helping me to go after what I want. Lofty goals are intentions that are generally mulled over and never put on paper. Goals written down become visual destinations. Like all trips you plan to take you will need a date to depart and a date to arrive. Developing strategies and identifying key tasks act like a road map plotting out turns and speed limits. It is wise to plan on alternate routes and to allow for delays.

What is it you want? Make a list of what you truly believe would enhance the quality of your life. Give consideration to the impact your want will have on others. I think your odds for accomplishment will be in your favor if what you want is helping others.

Learn all you can about mastering the art of self evaluation. It is crucial you evaluate the usefulness and meaningfulness of what you want. At times we all have experienced disappointment and surprise after we got what we wanted or what we thought we wanted. Learn to be very selective about what you want. Wants are what drive your needs bus. Don’t become someone who wants and wishes their life away. Become someone who is very in tune to what your mission in life is, someone dedicated to becoming who you were intended to be. Acing self evaluation means learning from our mistakes, accepting our humanness and that of others. It’s about asking great questions of yourself. It doesn’t mean you won’t be conflicted, it means you will build a muscle that helps you manage the conflict of your wants and needs.

The way we are programmed is that from birth to death we begin capturing pictures in our minds of the people, places, things and beliefs that we believe will help our happiness, help us to be need fulfilled. Some of the pictures are what we already have while others are pictures of what we hope to have. Because we have the picture doesn’t mean it’s good for us or that we will get it or should keep it.

The primary difference between people who are happy most of the time and those that aren’t comes down to this – the happy most of the time have worked to acquire the art and skill of self evaluation. Specifically learning how to evaluate those pictures we store or goals we set or wants we have. It is the skill of a champion; it is how you find your sweet spot. It is how you stop self sabotaging or buying into fantasies that aren’t within your grasp. Wanting something for a long time you can’t have or wanting it and not being willing to work for it is a set-up for unhappiness.

As you work on mastering the art of goal setting use the SMARTIE success method.

Specific - your goal is specific and written down

Measurable - you have a means to measure your accomplishment

Attainable - your goal is a stretch but it is attainable

Reasonable - your goal makes sense and is a right fit for your values

Timeline - you have set a time to start and time to finish

Impact - your goal will have a positive impact on someone(s) other than just you

Enthusiasm - you have invested enthusiasm and energy into your goal

Still learning,

Honey

Love Your Work?

2011-06-18T11:26:00.000-07:00

"We only get one life, and the urgency of getting on with what we're meant to do increases every day." - Bob Buford in the foreword of Half Time.

Can you love your work? For some that question is an oxymoron. Only a few can answer yes, while a lot of us just want to experience it! Enjoying what you do is about finding pleasure in your work, it's about learning, it's about making a difference, being competent/confident, feeling included and knowing you are appreciated.

People that love their work take full responsibility for where they work. There are times when you have to provide for yourself/others and you take a job because you have to have one. That is about meeting the basic need to survive. Doing a job you love is the result of being determined to be fulfilled in your work.

Find yourself an encourager, a mentor or a life coach and do the dig to tunnel your way to being fulfilled about your work. Search out people that love what they do and who they do it for. Learn all you can from them.

Digging into knowing what you love to do, and then learning what you need to do in order to do it well, are key steps toward finding your passion. The payoff will beneficial beyond measure.

I like to quote Jim Collins who wrote several books including Good to Great, "Whether you prevail or fail depends more on what you do to yourself than what the world does to you."

Do you think it’s possible to love your job?

Still learning,

Honey

Teamwork Worked for the Mavs

2011-06-16T12:04:00.000-07:00

I am a die-hard basketball fan. I was a Rockets season ticket holder for years during the Hakeem and Rudy T. days. My favorite month of the year is March. In a perfect world I would be at every Final Four, every year!

What I love about the sport is that it's unquestionably a team sport. Everyone on the floor has to keep their eye on the ball, run and execute. How fun for Dallas that they scored the ring this year. LeBron is taking plenty of heat (pun intended) that he couldn't make it happen for Miami. I think those critics are the talking heads that forgot the only time in modern history that we've seen basketball dominated by a one man show was when Jordan played for the Bulls.

In the business world when a team is easily identified, well-trained, shares a common rule book, looks up to an involved coach and works together to become champions you find a workplace with synergy and extreme job satisfaction. It may be as rare in the work world as it is in the NBA to find a team that works their heart out and ends up on the top of the heap.

Lessons to be learned for leadership include how you create a true team, expect greatness, clarify purpose and rules of the game, train, coach, practice, look at the replays, learn from what works and what doesn't and celebrate every step of the way!

Still learning,

Honey

The Power of Words

2011-06-06T12:28:00.000-07:00

Words have always fascinated me. Words empower us to express ourselves and show to others who we are and what we think, believe and feel. The spoken or written word can be positive and uplifting or can be cruel and wreak havoc on lives and situations. And sometimes, truthful words can be exactly what someone needs to hear. Sometimes things can be said without censure or thought changing forever the way people perceive us or themselves. As school children we may have defended ourselves by saying “sticks and stones can break my bones, but words can never hurt me” to the cruel taunts hurled our way by bullies. How untruthful that statement is. One only need read the papers for stories of bullying emails and posts that led to someone’s suicide.

A new public service announcement featuring “Glee” star Jane Lynch and a darling little girl reminds us of how negative words affect those who hear them. Perhaps these words are meant to be humorous. They have become clichés, or cultural slurs that have been used for generations and too often accepted by society.

Every one of us has the power to make a positive impact on the world by choosing our words thoughtfully. This is expressed in a famous quote: “Whatever words we utter should be chosen with care, for people will hear them and be influenced by them for good or ill.” - Buddha

Our choice of words can make the difference in helping or hurting a relationship. Lifestyle coaches choose truthful words to help their clients grow. Words of encouragement and validation can be a powerful catalyst to the young or to those learning a new task.

Someone once told me that you can only speak with the words you know so work everyday at adding words to your vocabulary. If you only knew the word blue and didn't know about teal, aquamarine or periwinkle you would be like an artist who could only paint with one shade of blue. The more words you know the easier it is to express yourself.

No doubt our words have an impact on others. They have awesome power. Make sure you choose your words wisely.

This Text Could Be Hazardous to Your Health

2011-06-04T15:32:00.000-07:00

After years of controversy the World Health Organization has determined that the energy used to power cell phones may trigger brain cancer in some users. The information, as it was disseminated today says that 31 scientists from14 countries, including the United States, reviewed peer group studies on cell phone safety to conclude that mobile phone use “possibly” could cause cancer.

They say that radiation emitted from cell phones is called non-ionizing—similar to low powered microwaves. However, cell phones are now in the same hazardous category as engine exhaust, lead and chloroform. It is reported that the studies were simply reviews and not in a controlled environment. Obviously more research needs to be conducted to draw a definite conclusion.

Will we see cell phone usage minimize as a result of this new report? I don’t think so. We have a worldwide addiction to our friend the cellphone whether that’s a Blackberry, a SmartPhone or whatever we call our BFF. Many people, including myself, become panicky if we lose or break this constant contact attachment.

So, what will we do with this new information? What we can do is to make smart choices when using our cell phones. We can use a headset so that the cell phone is not against our ear; use an adapter in the car allowing the call to go through the radio; use the speaker feature allowing hands-free operation; and when at home use the old-faithful house phone.

Whether or not cell phone usage will cause brain cancer remains to be seen. However, what we do know about the hazards of cell phones is texting and talking while driving is extremely dangerous. The greatest percentage of single vehicle accidents each year is the result of distracted driving due to cell phone use; many of which are fatal. Distracted driving cost 6,000 people their lives last year and injured over 500,000. Maybe the best choice would be to choose to pull off the side of the road when making a call or texting, or better yet commit to no cell phone use while driving.

Your life and the life of those around you is certainly more important than whatever message the cell phone is trying to deliver.

Still learning,

Honey

What do you Gamble on?

2011-05-30T11:11:00.000-07:00

The stakes can be high when you ignore what you need and grab what you want. There seems to be a variety of approaches we choose in order to get what we need and want. An approach may be thoughtful or it could be a roll of the dice Sometimes when we consider what we want or need we might try wishing it will happen or try daydreaming or try coming up a with a plan.

Planning, wanting and wishing are often easily confused. Planning indicates that there is a thoughtful process. When one plans, a strategy is laid out, and with some work, the possibility of a successful outcome is fairly high. Don’t forget luck and hope are not strategies. Hope is essential to our happiness. But hope is like faith. Without action it will evaporate. The odds are stacked against you if you don't learn to embrace hope with planning and action.

Wishing, on the other hand, is blind hope that everything will turn out okay by the cross of one’s fingers. Little thought or effort really goes into wishing. It is fun to wish on a falling star, sometimes buy a lottery ticket, blow out your birthday candles or wave a wand wishing for what you want. Unfortunately, life rarely rewards those efforts. Sometimes we step up the wishing and engage in decisions or purchases that have long term obligations or sacrifice a week’s salary without thorough evaluation. We buy Powerball tickets with money needed for medicine. Or the wanting urges us to buy things like houses we cannot afford. Most Americans confess they have spent money they don’t have gambling on a better future. I think that some of the people caught in this American foreclosure mess are a result of thoughtless wishing.

Planning is an important and sometimes painful step in protecting our future. Establishing habits like having a budget, saving money and learning from a money guru like Suzie Orman can slow down misuse of money or betting on the come.

Realizing that we don’t need a lot of stuff can be a cathartic journey. What we really need and want are two separate issues. Getting real about what are necessities versus what are essentials is an eye opening experience. Staying real can mean not gambling away what you need for what you want.

And, then there are those among us that have never known what it would be like to get what we need or have been victim to unfortunate circumstance. Like the homeless, those born into poverty, those struck by disaster or those trying to win a losing battle with addiction. Some of those may have become the hopeless and have surrendered to wishing it were different. For the fortunate among us that do have our needs met we need to look for those who don’t.

Thank you to the American Red Cross, United Way and the countless numbers of organizations that leap to the aid of so many.

If your needs aren’t being met don’t wait to get lucky, look for help.

If your needs are being met, get busy and help someone who’s still waiting.

Still learning,

Honey

Amen, Oprah!

2011-05-27T21:14:00.000-07:00

For those closest to me they know I am not a devoted Oprah follower. Her power at times has been alarming to me and her ability to blacklist or blindly support others has been something I have been skeptical about. Sometimes I thought she would cross from talk show to therapist to censor and campaign manager. But her audience loved her.

All that being said...after two and a half decades Oprah Winfrey stepped away from her wildly successful television talk show to begin a new chapter in her life.

How she would end this part of her journey was highly speculated in the press and met with anticipation by her millions of followers. Would it be a spectacular event with extravagant giveaways? Would it be one that featured famous and inspiring people or her loyal staff? Her last stint on stage was a display of gratitude, humility and a message that rivaled sermons given by Rev. Billy Graham.

Many people saw Oprah adorn the Fortune 500 List as being one of the most powerful, influential and wealthiest people in the world. They might view her as a celebrity who lives an opulent lifestyle in mansions and exclusivity. She is not one layered and there is more than the home that she lives in or her financial statement to validate how she became such a 20th century powerhouse.

There are so many ways in which she opened our eyes up. She made reading popular and exciting through her book club. She inspired self reflection through gratitude journaling. Education was at the top of her list and was an ongoing topic of discussion. Winfrey described the world as her classroom.

Oprah chose to use her recognition and celebrity to bring awareness to social issues no one else would tackle. She made some people squirm a little as she brought issues to the surface that were uncomfortable but needed to be dealt with. People unafraid to confront personal issues were challenged to make a positive change in their lives. As a television personal coach, she emphasized personal responsibility – to own what is the reality of each person’s life in personal, health and financial issues. Oprah forced us to look at how we fit in to a bigger and sometimes different shaped box.

I did watch most of her last show. The best message I received in her closing tribute to her audience was that we don’t have to be rich or famous to be a powerful force to change or make a difference in the life of someone else. Each one of us, no matter what our circumstances are, can do something to make this a better world. In her final statement, she didn’t take credit for her accomplishments as she said, “To God Be the Glory.” "Amen, Oprah!"

Green Up our Amazing Earth!

2011-05-24T07:15:00.000-07:00

The world celebrated for a day in time on April 22 to commemorate Earth Day. Individuals, organizations and companies came together to share creative inventions and ideas that will save money, energy and reduce toxins. It’s amazing what innovations are born when we are confronted with a need. If awareness of the fragile state of our planet Earth was observed everyday, not just one day a year, what a wonderfully different planet this would and can be. The benefits would be felt on many different levels; health, financial, quality of life. It takes one person, one idea and one action at a time.

The first Earth Day, April 22, 1970, was founded by U.S. Senator Gaylord Nelson. According to Wikipedia it has grown from the first year with a participation of 20 million to now more than 500 million people in 192 countries. Many changes and improvements have inspired educated scholars, scientists and most importantly, everyday citizens to explore ways to improve our environment.

Everyone can make a difference. You might not think these differences from one person can make a difference but they do. We have choices; recycle, ride your bicycle or take mass transit to work or carpool, bring your own reusable bags to the supermarket, block out heat and cold by insulating or calking your home. The list goes on and on. We might have to buy into these ideas and make sacrifices that pay off in the end. With gas sneaking up to $5 a gallon we all will see the effect of fuel surcharges. Maybe we will have a wakeup call to take action. Choosing not to drive one day a week could change the entire impact of supply and demand not to speak of the relief the environment would enjoy.

Preserving the integrity of the planet includes involvement with our young people. Greening education is taking place at home and continues through programs in our schools. Help from environmental organizations, science fairs and contests encourage involvement from the future generations. Kids love to feel that they make a difference and often times are stunned to learn how a small change of habit can benefit all of us.

Preserving the health of our planet may seem like an impossible task, but it isn’t. Small changes in lifestyles can make significant differences in our planet; one person, one change at a time, every day at a time. At the end of the day we will feel better about ourselves and about the future of our planet. So, let’s not celebrate our amazing planet just one day a year, but everyday.

I commit to not driving at least one day a week and to continue to recycle. Most of my purchased books today are eBooks and I have opted in for paperless communication from those I do business with that offer it. I'll turn on the ceiling fans and turn up the A/C. What will you commit to?

Still learning,

Honey

Getting Into the Habit of Listening

2011-05-19T11:22:00.000-07:00

We rely on so many different skills to get us through our days, months and years. First to come to mind include survival or coping and, of course, communication. While all of these are important, the ability to listen, hear and understand what is being said is a life skill that affects every aspect of our lives.

An ancient Chinese proverb goes like this:

To listen well is as powerful a means

of influence as to talk well and

is essential to all true conversation.

Remember the Gossip Game. I love that game. I played it as a child and have even had fun at parties playing as an adult. This is where people are gathered in a circle. It's a fun but powerful demonstration of what happens to information when it is passed by word of mouth.

Very simply, the players are lined up in a row or a circle. The first person is given a sentence or perhaps several sentences written on a piece of paper. He or she commits the information to memory and then sets the paper aside. He "whispers" the information, as well as he can remember it to the next person in line. This person does the same, passing the information down the line until it reaches the end.

The last person reveals what he has been told to all assembled. The first person then reads the paper. Most often the original story is so distorted that there a few similarities to the original version by the time the last person receives it. Some of the changes can be attributed to perception, but I believe that most of the time it’s simply a case of our inability or willingness to listen and hear what is said. Most of us want to do the talking. It’s human nature.

“While the right to talk may be the beginning of freedom,

the necessity of listening is what makes the right important.”

- Walter Lippman

Relationships are formed through listening and responding to what is being said. Good listening skills can have a major impact on job effectiveness. Listening is a key ingredient to problem solving in the business world. Customers know when their voice is being heard. World leaders and negotiators shape our futures through key decisions they make listening to each other.

The brain needs to be attentive for us to capture the words when we listen. Engaging the heart with the brain is what paves the way for compassion, kindness and understanding. Successful listeners avoid distractions and work to respond non-judgmentally. They also go into conversations with an open mind ready to hear what is being spoken. Heartfelt listening gives insight to what might be between the lines.

One of my favorite authors, Stephen Covey, has helped professionals all over the globe with his groundbreaking book, 7 Habits of Highly Effective People.

Habit 5

Seek First to Understand, Then to Be Understood.

What a worthwhile habit for those of us that would like to elevate our listening skills to get into!

Still learning,

Honey

Identify Theft at Any Age

2011-05-17T19:29:00.000-07:00

Identity theft has been an increasing problem for many Americans who were cruising along naively thinking their financial lives were safe and secure. The media coverage of this intrusion brought awareness of this issue and as a result more people began to monitor their credit history, activity and ratings. The newest target of this problem affects the most unaware – small children.

In a recent report, NBC investigated this latest phenomenon and confronted perpetrators who borrowed money for houses, automobiles and credit cards after stealing the Social Security numbers of our youngest citizens. The cunning thieves unraveled the code in which Social Security numbers are issued and used the numbers of innocent children to obtain loans and credit lines at financial institutions and department stores.

For the con anything goes, including stealing the identity of a child! There are children all over America who now have bad credit. It is a huge nightmare for parents to straighten out, if in fact they even know there is a problem. I haven't personally experienced the intrusion but as a banker I saw numerous times the challenges identity theft incurs and the years it can take to clean up.

Advice to parents to protect children is to get free credit reports of their children’s Social Security numbers. The NBC report noted that The Social Security Administration is changing the way in which numbers are distributed. Creditors are requiring more proof if identification. It is just one of many problems parents face in this uncertain world, but one we can and must do something about.

Still learning,

Honey

Mother Nature Takes on the Mighty Mississippi

2011-05-12T11:00:00.000-07:00

In the past year thousands of people all over the world have been affected by weather events. We have seen Tsunamis, earthquakes, tornadoes and flooding. Many compassionate, generous and empathic Americans have responded to help those in the middle of these tragedies.

As spring is soon turning into summer, it doesn’t look like there is any relief in sight. The latest and one of the worst weather incidents is taking place along the shores of the Mighty Mississippi. The flooding along the Mississippi River is taking its toll on land and people as it rages on.

This legendary river was one of the first bodies of water I learned about and was fascinated with in geography lessons as a child. It seemed to me, a powerful wonder of nature, starting in the most northern region of our nation to the gulf coast states in the south, spanning 2320 miles. Hundreds of thousands of Americans made their homes and some their living along this enormous stretch. I remember what an achievement it was to master spelling its name - MI crooked letter, crooked letter, I, crooked letter, crooked letter, I, hump back, hump back, I. There are legendary movies, books and songs that come to mind at the mention of the Mississippi River.

As I watch the latest wrath of Mother Nature, a couple of things come to mind. One is how life can change in a minute and another is the respect I have for elements beyond my control. I also have to wonder why some areas have severe drought and others are inundated with water. Unfortunately I have no answers to those questions.

Witnessing the pain of those impacted stirs my heart as I try to imagine choices and outcomes they are facing. My work has taken me to every state the river runs through and my heart goes out to those living along the Mighty Mississippi who will have to rebuild their homes and lives. This is not going to be a quick endeavor but we all can help in one way or another through prayers, contributions and physical assistance. We are a nation that sticks together and helps our neighbors in tough times. This is one of them.

Saluting the Navy SEALS

2011-05-09T14:43:00.000-07:00

I was checking email a week ago when I saw a Facebook post that said “turn on the news Osama Bin Laden is dead.” At first I really couldn’t comprehend what I read but in a second I grabbed the remote. There it was on network news. Reporters confirming a raid in Pakistan had taken out Bin Laden. Then ultimately the President himself spoke sharing more details that indeed the world’s most sought after terrorist was found and eliminated from the world. This coupe was truly a tribute to the resolve of the American people.

Americans were stunned at the horror of 9/11. All of us remember how we first learned of this atrocity. We all watched, experienced and pitched in to do any and everything we could to bond and make some sense of this tragedy. Political lines were erased. Personal issues disappeared. We were in this together. We watched as fire fighters and police officers and their families made ultimate sacrifices. We held on to each other, helped each other and vowed that this would never happen again. We would find the evil person or persons who changed our safe, comfortable lives.

Former President Bush pledged that we would find the perpetrators of 9/11. He didn’t say how long that would take. I think most of us didn’t think that it could take the better part of ten years, but resolve is one attribute that this great country was founded on and it has taken permanent root in our home land. Obama took on this challenge when Bush turned over his post to him. Our government never let us down in their determination to find the Al-Qaida leader and mastermind of that horrific day in September.

We cheered this week that Bin Laden is someone we no longer have to worry about. People cheered for many different reasons. I cheered and was in awe of the military unit that made this happen. The true heroes of this were the United States Navy SEALS. The best of the best knows no boundaries, will go wherever the challenge takes them and risk their lives to accomplish a mission. Americans owe them a great debt as we do with all of our men and women in dangerous places protecting our freedom.

Fairy Tales Can Come True

2011-05-07T06:00:00.000-07:00

In the midst of negative stories we got a breath of fresh air with the Royal Wedding. Prince William and Kate Middleton made a statement of hope as much as they could with palace constraints, having an understated, modern and elegant wedding. It was a Cinderella moment.

I had the DVR set to capture all the before, during and after. Even so I was up early and began to watch the coverage of a true fairy tale wedding. Always grateful my family affairs are not televised around the globe I was reminded like millions of others of the tragic love story of Charles and Diana. I predict a different journey for Kate and Will. This really does seem to be a bond of love and equal respect. Disney could not have scripted this better.

When Prince William looked at his bride and said “You look beautiful” millions of hearts melted.

I think this wedding changed the face of the English monarchy. The face now is not stodgy, but more youthful. A page has turned in the way we see what the royals represent. Its simplicity related to the billions watching the event that they can represent the common man or woman. Catherine looked beautiful but not extreme in her elegant wedding dress. Among the invitees were important public figures and entertainers from all continents as well as friends and lifelong neighbors from Kate’s small home town. It seemed all were treated the same at the wedding.

This kiss on the balcony and then the second were a treat. But, I think the best part was when the two drove off in the Aston Martin, trailing balloons and a sign, just like any other newlywed couple. The good thing brought out of this Cinderella production is that the Prince and Princess seem genuinely in love with each other. This was clearly not an arranged marriage. And they did it their way.

Both Will and Kate have been involved in charity work throughout the world and no doubt they will continue. They are blessed to have the opportunity to take their celebrity and continue to help those who don’t have the power to help themselves.

Still learning,

Honey

Eye Witness to a Grand Slam

2011-04-29T12:21:00.000-07:00

Recently, I called Memorial Herman Hospital Northeast in Houston to schedule an x-ray. I was surprised and doubtful about what they told me. "You don't need an appointment you can come anytime during business hours." I inquired about when was the best time to come. "Anytime we are open is the best time to come." I thought, sure, right, been there, done that.

Once I signed in I was given a beeper and told it should be less than 10 minutes before I am called. And it was. The lady at registration was pleasant, efficiently took all the necessary information, had a warm smile and knew how to build rapport. Next, she introduced me to her colleague who was charged with taking me to the waiting area.

My escort introduced herself then gave me an index card with a password posted on it. She wrote her name on the back underneath the name of the lady at registration and asked me if I would please stop at a small computer on a pedestal we passed before I left to give my feedback about my experience. I am thinking-- are you kidding me?

After I changed into the gown, my friendly and engaging escort took me to a private waiting cubicle with a recliner and a TV. She offered me a warm blanket and something to drink. Then she explained, "I will go see how long David will be." One sip of my bottled water and she is back. "He will come for you in less than 15 minutes."

David shows up sooner than expected. Extends his hand, smiles and says follow me. The simple procedure was over before I knew it. David walks me back to the waiting area, adds his name to the card and reminds me about my password and to feel free to mention by name anyone I had contact with today. I wanted to break into a run to get to that computer to enter these customer service major leaguers names!

How did Memorial Herman pull this off? They didn't skip a step in making this an awesome customer service experience. They have high expectations, must have impressive training and no doubt they have in place a key best practice...they inspect what they expect.

If what Memorial Herman Northeast has going on here is contagious it could put someone like me out of business.

Still learning,

Honey

A Glance at the Teller Window

2011-04-27T09:48:00.000-07:00

Like many other people throughout America, I drive to the bank routinely to conduct my personal and business transactions. As I am greeted by the bank teller I make judgments about how they interact with me, how they do their jobs and sometimes think “what is taking so long?”

I started my career as a teller and I will never forget how initially overwhelmed I was with the expectations for a teller. A short list included treat everyone fairly, acting friendly to all – no matter how they might act or even smell, remember all the policies and regulations and keep all the money in check so you’ll balance. Then there were tasks and duties from working up the mail to verifying cash shipments to learning the latest changes to the teller platform system.

Today during the course of a day the teller wears many hats and the bar has been raised even higher. Many of the actions and decisions a teller makes carry a significant risk with them. The risk associated with entering data incorrectly, violating confidentiality, issuing cashier’s checks and identifying counterfeit instruments or ID.

The role requires the teller to not only meet and greet customers but emphasis is on recognizing their faces and knowing many of their names. Customers sometimes are offended when they are not immediately recognized and that is where the teller must jump into recovery mode. A teller is expected to be quick and efficient working up sometimes numerous and complicated transactions with people who are in a hurry or running late. Tellers are encouraged to introduce and promote products to the customer in the course of transactions while at the same time remembering a list of passwords, applications, forms and menus to complete work error free.

A teller is personally responsible for handling serious amounts of cash each day. He or she is given a cash drawer for which they are exclusively accountable for at the end of the day. During the course of the day, having conducted numerous and many times complicated transactions, the work taken in and what is in that drawer must balance. The teller has to be keenly aware of behaviors of people going through the line, always on the lookout for the one hoping to get a free ride through the bank by scams and other devious actions. Adding to the stresses just mentioned a teller must also be knowledgeable about strict banking procedures and federal regulations which change on a daily basis. Violation of some of these procedures or regulations could cost the teller their job or the bank to be fined. Then there is the awful potential someone toting a gun could be the next customer.

The bottom line is this - at a glance the job of a teller may look simple, but it clearly is not.

The next time you encounter your teller let them know how just much respect you have for what they do!

Still learning,

Honey

Retiring Women

2011-04-23T06:50:00.000-07:00

It would seem reasonable that since the bra burning and Gloria Steinem activism of the 60’s that women’s issues, especially financial, would have improved significantly by the year 2011. Unfortunately, that’s not the case. Women now, instead of earning 67 cents for every dollar earned by men have only risen to 77 cents. For baby boomer women facing retirement, the news is not good.

The Women’s Institute for a Secure Retirement reported that more than one in 10 women in retirement live on less than $10,000 a year. The reasons are obvious. Traditionally women earn less and live longer than their male counterparts. Most baby boomer moms chose to stay home and raise their children, thus giving up careers, foregoing 401k’s and surrendered accumulating Social Security. For some of these women having children meant work wasn’t an affordable option. After daycare and other work related expense it would be fruitless to work. The result is many of these women are dependent on their husband’s pension or choose to live with their children to survive. Some live in deplorable poverty.

For those of us retiree hopefuls who are still in the workforce, we don’t have to sit idly by. Saving and investing are still options. It’s a fact that women are more conservative investors and that is a good thing. Putting away a little every month is an important option – so much better than doing nothing. And I believe we should pass this savory advice on to our daughters who really don’t want us living with them.

Having been a witness, a pioneer and an advocate for the quest to right size women’s pay I can say I have seen a remarkable change in the work world. It’s no longer shocking to meet a woman doctor, commercial airline pilot or lawyer. It’s no longer a confidence crisis to learn your homebuilder is a woman or that knock on the door to install your phone isn’t a man. NASCAR has gotten in the race for equality along with broadcast news. The military academies have opened their doors to women but still there are many unspoken issues in the work world that go unchanged, pay being one. While a few women continue to knock out the glass ceiling many others struggle to get into the door of opportunity.

Maybe the most important appointment I have ever had with a professional was 15 years ago when I met with a financial planner. I left depressed and in tears after she gently stated the facts. “You will need to work a long time or live a short life. You have not planned and prepared to provide for yourself in retirement.” After the shock was over, I created a plan and have been honest about living within my means and working at sticking to a budget.

Maybe one of these days I will choose to become a retiring woman! Between now and when that happens I will continue to carry the torch for women, encouraging them to raise their expectations, enhance their abilities, take responsibility for themselves, knock loudly on the door of opportunity and expect to get in!

Still learning,

Honey

Reinventing Yourself

2011-04-20T17:22:00.000-07:00

Adversity can be a friend or foe depending on how you deal with it. The recent recession has placed wealthy and poor alike without jobs, some loosing their homes. Many Americans are struggling to make a comeback. Finding a job in these challenging times may seem like the impossible dream. Others have taken a difficult situation and turned it into a reinvention moment. This could be a defining moment of reexamination and self inventory perhaps even paving the way to unrealized dreams.

Stories of reinvention have been documented by Jane Pauley, now working with AARP and NBC. She covers stories of baby boomers taking courageous leaps and following their hearts by taking a different fork in the road. In one of her stories she tells of a couple who once ran a marine business on the east coast that is now happily transplanted raising alpacas in Oregon. She wrote another story about a woman who lost her corporate job and is now sharing her passion by teaching knitting on a cruise ship line.

Starting over takes courage, the courage to reset priorities and get real about what really matters. Looking at options outside the box sometimes makes us squirm. Squirming can be a good thing. Sort of like the caterpillar that squirms his way to becoming a butterfly. Without the struggle the butterfly wouldn’t end up strong enough to fly and survive. Reinvention can feel like working your way through a cocoon.

With careful reflection and planning we can live happier, more peaceful lives. Knowledge of your gifts, talents and beliefs may lead you to a career more suited than the secure job you had but really didn’t like.

If reinvention is something you may be considering, here is what some of the experts have to offer.

• Discovering your passion is the most important part of this process

• As with any successful endeavor, planning is key

• Rewrite your resume reflecting your talents, gifts and accomplishments

• Follow your passion and research the field that seems to be calling you

• Volunteer or get a part time job in the area you find interesting

• Take a class – it may or may not lead to a career but it will get the creative juices flowing, making you feel better about yourself

It’s a possibility that your income will be impacted when you follow your passion. It could go up, it could go down. But making adjustments to doing what you feel called to do is a part of your reinvention plan. The goal is to have a richer life by doing what makes you fulfilled. Those with rich lives aren’t necessarily in high income brackets. Just like those in high income brackets aren’t guaranteed a rich life.

Still learning,

Honey

The Ultimate Reality Show

2011-04-18T07:04:00.000-07:00

Remember the days when the TV Guide consisted of variety shows, dramas and sitcoms? “Those were the Days” sung by Archie and Edith Bunker in the popular sitcom, All In the Family, well-written and funny as it was tended to be more a reality show than a sitcom. Time, however, marches on and our viewing culture has moved full tilt to reality mode. Survivor, Desperate Housewives, The Bachelor, The Kardashians and Jersey Shore, just to name a few have replaced Mary Tyler Moore and Little House on the Prairie.

The newest and most interesting reality show recently was the “Government Budget (or Shutdown)” show. It gave Cable News one more chance to hammer their totally biased views as the networks wrestled with limited time slots to tell their side.

The goal of this endeavor was to come up with a budget that would allow the government to pay bills and keep operating. Millions of Americans tuned in to this drama on an hourly basis to check progress as the clock ticked to the midnight April 8 deadline. A potential shutdown was imminent and would have negatively affected many lives, including our Armed Forces. It couldn’t have been better scripted. This was the ultimate reality task, requiring elected officials with differing opinions the job of setting aside political agendas to achieve what many of us ordinary citizens have been forced to do…live within our means.

As we are held accountable for our personal financial choices, so are the lawmakers we have elected to make the best decisions for our country’s budget. Just like us, they had to prioritize and make painful choices. It was time to set aside how this affects upcoming elections and PAC contributions and focus on the job at hand.

Fortunately, no one got booted off the island. With 90 minutes left on the clock, the outcome of this reality show is that the greatest country in the world, the United States of America, can continue to pay bills. Hopefully, we will not have a second season. As gripping as this show was, our wish is that lessons are learned across the board. I am for a consistent reality of setting aside personal differences to make our homes, communities, government and the world a more united place.

Still learning,

Honey

An Unlikely Friendship

2011-04-11T08:44:00.000-07:00

Former President Bill Clinton honored George H W Bush at a gala in Washington with an emotional tribute to a man who was once his biggest rival. In the 80’s and 90s few would predict a friendship would evolve. By putting egos aside and working together not for politics, but for the greater good, a collaboration of purpose and a friendship was born. A message of reconciliation and hope was spoken that night.

Americans were first introduced to the “Thousand Points of Light” challenge by President G H Walker Bush in 1989. It was his hope to inspire citizens to become part of a solution to many needs across the world through volunteerism. Some embraced this, others on night time shows poked fun at the concept.

Following a heated presidential campaign and losing to Bill Clinton in 1994, Bush departed the Oval Office with dignity and went on to support causes throughout the world. Clinton stepped into the White House and it could be said that the two, although not enemies, weren’t considered best friends either. No one really expected they would be.

Who would have predicted that years later the points of light concept would bring Bush and Clinton together? The two Presidents teamed up following Katrina, Haiti and other disaster hotspots in the world, bringing relief and hope to many.

What great a great example of team work this is for all of us. Checking our egos at the door and working together for something bigger than ourselves, makes our own lives and those who live in our neighborhood call the world a better place.

Still learning,

Honey

So What Would You Do?

2011-04-05T12:56:00.000-07:00

Recently, seven New York state workers each pitched in $2 to buy a lottery ticket. Little did they know at the time the true meaning of the phrase “lucky seven”. Winning the lottery, they walked away collectively with $319 million – approximately $19 million each after taxes. These co-workers, plus five others, regularly purchased tickets as a group. The week the ticket was a winner, five of the regulars opted out. Now the question being asked is “should the workers share their winnings with those who decided not to play?”

Some say out of respect and loyalty to fellow workers, the winners should share the wealth. Another perspective is that if you don’t buy in, you don’t cash in. The winners say they are still deciding what they will do. It’s often difficult to reach a consensus with two people, much less (or more, seven). Perhaps the best collective decision is to individually act on what you think is the right thing to do.

What people do with overnight financial windfalls is an interesting study in human nature. Most people who have won lotteries have not made wise decisions and are back where they started. Holding true to personal values seem key in this process.

Wrestling with matters of the conscience can create sleepless nights. Contemplating issues that have to do with sharing your millions might be a tough position to be in, few of us have any experience! It would be easy to say what you would do if you aren’t faced with the choice! We, as armchair quarterbacks, make judgments but the truth is that we really don’t know what we would do.

Still learning,

Honey

Planning vs. Wishing

2011-04-01T07:30:00.000-07:00

Planning and wishing are often easily confused. Planning indicates that there is a thoughtful process. When one plans, a strategy is laid out, and with some work, a successful outcome will occur. Wishing, on the other hand, is blind hope that everything will turn out okay by the cross of one’s fingers. Little thought or effort really goes into wishing.

How good it would be to “wish on a star”, buy a lottery ticket, blow out a candle and reach for the gold ring that is beyond our grasp. Unfortunately, life rarely rewards those efforts. To grab the gold ring on the carousel is a fantasy. Many of us do this. We buy Powerball tickets, we buy houses we cannot afford and then, the high dollar cars that have to don the driveway of the McMansion. I think that many people in this American foreclosure mess are a result of wishing instead of planning.

Planning is an important and often painful step in moving forward. Realizing that we don’t need a lot of the stuff we have can be a cathartic journey. What we really need and want are two separate issues. Getting real about what are necessities vs. what are essentials is an eye opening experience. Real is playing Scrabble, Monopoly or Pictionary with our families instead of everyone individually glued to Smartphones or some other handheld gadgets. Real is buying what we need and can afford.

Wishing isn’t all bad. Wishers are dreamers who have inspired us to think outside the box. They make planners look at things from a different perspective. Those who are wishers have inspiration. Planners also have visions and inspiration. They are methodical and keep an eye on the ball. Combining wishers and planners can be magic. We are all different and recognizing our differences can make us and the world better.

Still learning,

Honey

Time & Money

2011-01-26T19:57:00.000-08:00

I spent this morning coaching clients and was reminded once again of the value of having someone to spin ideas off of, someone to support you in pursuing your goals. Someone to share with where you are, about progress or the lack of. The intention of coaching is to provide focus, encouragement, mirroring and tutoring. Coaching helps you see what you're doing and how well it's working. I had my own life/professional coach for three years. No doubt one of the best uses, ever, of my time and money.

In one of my sessions today a client explained she is creating a scorecard for her employees so that goals can be tracked this year. We reviewed the work she had done on this highly worthwhile endeavor. We discussed the options available manually and with automation. We also explored how to roll out the scorecard and the need for buy-in at every level. She needed a "third party" helping her think and encourage her creative genius.

In business, I have come to believe that if it REALLY matters it is tracked. Most of what isn't tracked isn't important or if you think it's important you can't prove it because without tracking you have no evidence. In a financial institution there are many key factors worth tracking including attendance, punctuality, accuracy, sales, referrals, training attended, past dues, balancing, mystery shopping, and the list goes on. There is always a lot of talk about customer service and leadership but most of the time what it takes to develop and deliver both simply aren't tracked.

I guess you could say the same thing about your personal life. Without a budget regarding your time and money you won't have any accountability. If you have nothing to do, nowhere to go and more money than Daddy Warbucks maybe you won't be in constant chaos without a discipline about your checkbook and datebook. If you don't track money you spend, you will find yourself overdrawn and if you don't maintain a system that includes a calendar and a things to do list, you will end up breaking a commitment. The consequences can be expensive, embarrassing and regrettable. Time and money squandered are impossible to get back.

Someone once told me if you want to see the values you live life by, look in your checkbook and your datebook. That was a stunning revelation. Where did your time and money go last year? Is Starbucks a value? What about Target and Amazon? Are the people you love in your datebook?

It's still January, get focused, get started, make some tracks, so that you create your plan to make the best use of your time and money in 2011.

Still learning,

Honey

Christmas Cross Selling Made Easy

2010-12-17T05:30:00.000-08:00

This is the perfect time of the year to pick up the pace for cross selling. Everyone is busy, has gift giving on their mind and appreciates someone that shows interest in them.

Sometimes we avoid cross selling because we just don't know what to say. Try some of these scripting ideas:

“Mrs. Reed, any special plans for the holidays?”

Their answer could lead you to exploring the gift of a savings account for grandchildren or a line of credit to manage holiday expenses.

“Good to see you, John, I've been meaning to ask you about activating the rewards benefit on your account. It’s a great way to build up points you can use on purchasing tools or gifts, are you ready to start earning those points?”

Anytime you have an offer that saves the customer money or provides additional benefits engage them by asking or offering benefits related to the offer.

“Mrs. Wilson, I noticed on your commercial checking account you don’t have our online, easy, and affordable payroll service. I want you to have this information; others like you tell me this service has saved them time, stress and bookkeeping services. May I have a payroll specialist call you about automating your payroll?

“Mr. Leland, are you aware I can waive your small business checking account fee each month when you open a commercial savings account with an automatic transfer of at least $100 each month? It’s a great deal, saves you money every month meanwhile you’re stashing away extra cash for the unexpected! Can I sign you up?

Convenience is everything to the customer. Like you they like fast, easy, convenience products and services. Turn the customer on to the products you have to offer that are of maximum convenience.

Happy Holidays!

Still learning,

Honey

Convey a Genuine Interest in Others

2010-12-07T09:11:00.000-08:00

You know that person that you can't wait to see? Your caller ID notifies you it's that person and you are delighted because they have developed the art of expressing real interest in you. I have been blessed with many amazing people in my life. Jackie Greer was probably the standout when it came to focusing on who she was with and making the encounter unforgettable. If I wasn't available when she called I loved her voice messages. "I am calling to check up on you, you are one of my favorite people. Call me soon with an update about your life. Can't wait to talk to you."

When she died her celebration of life service was a testament to how many hundreds of us thought we were her favorite. Even at 99, she was always eager to learn the latest that was going on with others. What a role model.

What do you know about the people you work with, your friends, family members? What about people you share common interests with such as those you attend church with or fellow memebers of a civic organizations?

Learn how to ask great questions; then listen. Refrain from dominating conversations and from taking the conversation from all about them to all about you. Everyone appreciates those rare individuals that have mastered the art of listening.

Make a list of all the people in your life that matter most, pay particular attention to those you admire the most. This exercise has a two-fold benefit. One, the more you know about others – first hand, not through the rumor mill - the greater the chance you have expressed interest in knowing them. Two, clarifying what behaviors and traits you admire in others is an important step in determining what behaviors and traits you will want to nurture in yourself.

Still learning,
Honey

Thoughts on Coaching Others

2010-12-01T07:02:00.000-08:00

I think of all the training engagements I have had the good fortune of presenting the management/supervisory training is the most rewarding. My training with the William Glasser Institute was life altering for me and I have stay committed to teaching and sharing what I learned. Here is a page from one of my manuals on coaching others that is founded on Glasser's Choice Theory:

Rules of the management road:

You can't make anyone do anything
No one changes anything until they see the good in it for them
Everyone wants to be highly regarded
All behaving is the person's best attempt in the moment to feel good

The Manager’s Job

As much transparency as possible and kind truth telling are key to gaining the respect and trust of your staff.

Tell them who you are, what you stand for, what you will ask them to do, what you will not ask them to do, what you will do for them or with them and what you will not do for them. You act as a mirror observing performance and providing feedback. You spark self evaluation with your staff to encourage them to clearly see what is working, what isn't, what they want and what's involved in accomplishing goals.

Coaching and counseling is a powerful approach to developing employees. Coaching focuses on improving job skills, knowledge and encouragement. Coach employees on new techniques to make their job performance improve or when regulations change, for instance. Counseling centers primarily on issues of attitude, motivation, or people skills. Use counseling to show an employee how different approaches can make him/her more effective in dealing with customers and coworkers.

Coaching and counseling are focused on bringing out the best in others. Because frequent coaching provides open communication and ensures ongoing feedback, employees generally value the approach. Ongoing coaching takes all the surprise out of performance evaluation and provides a vehicle for the employee to clearly understand expectations..

Coaching and counseling are useful tools in building cohesive relationships and teaching empowering behaviors that improve overall satisfaction with all the stakeholders; customers, coworkers, employees and management.

Still learning,

Honey Shelton

http://www.interaction-training.com

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Our circle of Influence

2010-11-29T07:33:00.000-08:00

We all have circles of people with whom we interact. All of those people can be influenced…influenced for good or influenced for bad by our actions, words and attitudes. We teach our children to watch out for peer influence but then we may forget we are influential to others our whole life. We all have someone in our life we can look up to and people who look up to us. We have our family – our innermost circle. We have a circle of those we see every day at work. Those are the ones in our inner circle. We have a circle of people we see less frequently. Those are on our outer loop. Some of those we choose but many in our circles are not chosen but just landed in our circle because they are related or happen to work with us or our children play ball together.

Your words, actions and attitudes do make a difference. Have you ever noticed how experienced professionals can lower the heat in a volatile situation with a few words? Learn the art of Exemplary Leadership is an article I wrote that talks about how to positively influence naysayers.

Download this article for free at www.interaction-training.com

Still learning,

Honey Shelton

http://www.interaction-training.com/

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Respect Boundaries, Stay Real

2010-11-23T08:26:00.000-08:00

Time wasting is an ongoing abuse in the workplace. As a manager, you have the power to call the plays of the game.

You'll be the one who most often tips the first domino that sends many others falling down.

When you schedule meetings give thought to the impact your request has on others. Employees have their own plan for the day in full swing and are often thrown into a frenzy to accommodate a meeting request at the last minute.

Start and stop meetings on time. Let people know you expect them to be on time and they can count on you to be as well. If the agenda isn’t finished by the time the meeting is scheduled to end then brainstorm with all attendees the best way to address unfinished business rather than assume it works to run the meeting later than planned.

Think it through when you schedule early in the morning and late in the day meetings. Working parents have to contend with day care hours, football practices and school start and stop times.

Likewise, stay real about the flexibility that will be needed for employees with home and family obligations. Concerns that come with aging parents, an emergency or life changing events like a wedding or a funeral are going to require consideration and accommodation in the workplace. The demands of successful parenting will be complimented by a flexible schedule when employees want to make it to their kids’ school plays or sporting events.

Managers who are considerate and caring about real world events and issues for employees can also be taken advantage of so it’s more than fair you expect mutual respect when it comes to special requests. Teach the staff not to overdraw their privilege account and show that you are always willing to work with employees that take pride in not taking advantage.

Make Success Your Goal

2010-11-17T04:33:00.000-08:00

To find success in this life, help others find success. In our selfish hearts we often think we need to push others out of the way and claw ourselves to the top to find success. But true, meaningful, sleep at night kind of success is found in helping others along the way.

That's how you treat your customers. You have to find a way to give more than you take.

To succeed, learn all you can about your job, your company and your co-workers (not gossip, who they truly are). When you ask, most people are anxious to share a bit about what makes them tick. We can get so busy that we view people as obstacles to our to do list. So we don’t take time to hear from them. Make a point today to find a little bit more about someone you know but don’t know well.

Still learning,

Honey Shelton

http://www.interaction-training.com

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Thank a Veteran

2010-11-11T08:57:00.000-08:00

www1.va.gov/opa/vetsday/

Today, November 11, is the day set aside to honor our veterans. In my church our pastor recognized our veterans and they received standing ovations. That is how it should be. I’m humbled to think of the scores of men and women who have put their lives on hold to defend freedom in far parts of the world. I googled Veterans day and found a site full of information on this day and other American traditions. Below find a few of the things the site explains. Learn about what has been done throughout our nation’s history to uphold our freedoms and help other countries enjoy those freedoms as well.

The Origins of Veterans Day -- World War I ended on November 11, 1918. On the same date three years later an unknown soldier from that war was buried at Arlington National Cemetery. November 11 eventually became the date when America honors all who have served the United States in war.

* The History of the Purple Heart Award -- It is one of the most recognized and respected medals awarded to members of the U.S. armed forces. Introduced as the “Badge of Military Merit” by General George Washington in 1782, the Purple Heart is also the nation's oldest military award.

* The Flower of Remembrance -- Learn how a simple red flower came to symbolize a perpetual tribute to those who have given their lives for the nation's freedom.

* The Story of Taps -- Based on a French signal to end the soldier's day, the melancholy bugle call now is also heard at military burials and memorial services.

* Arlington National Cemetery -- America's best known national cemetery still buries service members and some veterans.

* The United States Flag -- How "The Stars and Stripes" design has changed since 1776.

* The Pledge of Allegiance -- The words, and how they are delivered, have changed several times since 1892.

* "The Star-Spangled Banner" -- Francis Scott Key's poem and a British tune became the national anthem.

* "Old Glory" -- The story behind the affectionate name for the U.S. flag.

* The Origins of Flag Day -- The Continental Congress established the basic design of the U.S. flag on June 14, 1777, but many years passed before America officially observed National Flag Day.

* Guidelines for Display of the Flag -- Do's and Don'ts to correctly show respect for the national banner.

Don’t let this day end without thanking a vet for their sacrifice.

Still learning,

Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Continual Improvement

2010-11-09T15:27:00.000-08:00

I never have understood those who want to go to work and do as little as possible. Or those who want to stay home and do nothing. I’d go crazy. I need to be busy. I travel an insane amount of time training in many states. The busyness helps me appreciate my downtime all the more.

When you work with some one who aims for middle of the road or worse yet has total apathy towards work, it can be quite easy to catch the lazy bug…or feel bitter that you are carrying their load. Just as their laziness can be contagious, so can your enthusiastic approach to work. Resist the urge to get bitter… instead keep getting better. The only person we can change is our self. When we work towards improving our self, others will notice. Hopefully they will recognize the contentment you find in putting in a good, productive, positive day of work.

Far and away the best prize that life offers is the chance to work hard at work worth doing.” Theodore Roosevelt 1903

Still learning,
Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Free Stuff

2010-11-04T07:55:00.000-07:00

I offer free training materials through my web store. I enjoy training and am always looking for ways to pay it forward. You can’t know how to improve something unless you know what is not working. I have developed many surveys that will help a bank or credit union supervisor find weak spots in their customer service.

Here’s a list of free stuff up at my web store right now: The Teller Observation Form, The Drive Thru Teller Form, Customer Management Form, Training Diagnosis Survey, Supervisor Self Evaluation Survey and the Team Effectiveness Survey.

Take a moment and download some or all of these free surveys. Use them and encourage your co-workers towards excellence. They will enjoy their work more thoroughly when they do their job with excellence. Customers will recognize the improvement. Everyone comes out ahead.

Still learning,
Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Training Adjectives

2010-11-02T15:20:00.000-07:00

I am honored and humbled when one of my client’s writes to tell me their experience in one of our training courses. I have been training for a long time and sometimes wonder if I am as effective as I used to be. One of my “non-financial” clients wrote this about us:

“Versatile, customized, powerful, humorous, effective, thought-provoking - those would be the adjectives I would use to describe the training services and coaching we’ve engaged InterAction to provide for almost 20 years.”

Cindy Marion,CEO

Marion, Montgomery, Inc.

Is the training you are getting in your workplace impactful? I know humor is very powerful and thankfully God gifted me with an ability to be light-hearted as I present messages that impact the workplace.

Next time you decide to set up some training for your employees, co-workers and associates give me a call or shoot me an email. If I don’t think Interaction Training is the right solution I will give you tips on how to decide on who/what would be most effective for you.

Still learning,

Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Training Needed

2010-10-28T07:25:00.000-07:00

Not everyone needs the same training…but everyone needs training.

I’m not that young, young at heart yes, but when I count my years I realize I’ve been riding around this planet many decades. So I can sometimes feel like I’ve learned all I need to learn. In fact, there’s plenty of stuff I know that I’ve not put to practice as yet.

I’ve been a trainer for many decades as well. So you think that of all people I would feel I’ve learned all I need to learn... but it ain’t so. I google a lot because I need more information on this or that. I’m intrigued by the bookstore and the library…so many words I’ve not read. I’m motivated to keep my brain active because I’ve read that helps stave off Alzheimer’s and dementia. There are many reasons to keep on learning, keep on seeking training to advance your career, expand your mind and be inspired by the stories of others. So I challenge you to find fresh and interesting ways to work out your brain muscle.

I’m in the process of producing training CD ROMS and making some training programs available by download on our website of some of the most popular courses I teach.

Sign up for my email newsletter; you’ll get my newsletter and I’ll send you a line when a new product hits the store.

Still learning,
Honey Shelton

www.interaction-training.com

Check out our website, sign up for our free newsletter, follow our blog and shop in the store, FREE training tools.

Why I Blog

2010-10-26T04:45:00.000-07:00

I started this blog a bit ago but am now purposing to actually post more often. The reason I started to blog is to encourage my clients in their endeavors to build the best workplace.

I’d also like a little interaction from those who have been in my training.

I am starting to produce more products for my web store. Tell me what you’d like to see there.

I travel quite a bit, training mostly in banks and credit unions, but much of what I teach is applicable in most any industry. One of my best abilities is in answering tough questions about work situations that aren’t effective.

So send me a question you have and I’ll answer it on my blog. I will send testimonials from time to time from great people who have benefited from the training I offer. So feel free to comment on any of my blog postings, tweet or Facebook me. The great thing about social media is the conversations that ensue.

Still learning,
Honey Shelton

www.interaction-training.com

Service Check Up... How Are We Doing?

2010-09-05T10:15:00.001-07:00

Best Practice #1

“How are we doing?” needs to become the mantra of your culture. Express and demonstrate a high desire to know what the customer has to say about your business. Seek and create opportunities to ask that question. It’s the groundwork that must be laid to know where you need to improve, it's the lead up to asking for a referral, and it’s the very best way to remind a satisfied customer what they like about doing business with you.

Designate days at the company as “Gotta Know” days. There are two types of “Gotta Know” days – one will be when you collect feedback from customers calling or coming in; the other will be targeted outbound calls to select groups of customers. Circle three days of the month’s calendar that are designated as ask the customer coming in days and three others that are call the customer days.

Prepare a simple survey postcard for incoming customers to complete and mail back or drop in a box before they leave. When a customer calls in, you can ask if they’d be willing to answer a few questions about the quality of the call and complete the survey with the customer on the phone. When you acquire a new customer, let them know there is a strong possibility that they will be contacted or asked from time-to-time to offer feedback; explain the “How Are We Doing?” program.

All Customer Contact personnel including the Call Center employees need to be trained to follow guidelines when requesting feedback from the customer. Make it a priority that everyone understands the importance of not leading the customer to say what we want or expect them to say.

“How are we doing?” You must find your way of finding out the answer from your customers. One time I had a client tell me, “Not sure I want to know, we’re accustomed to believing our own story. That idea scares me!” I applauded his honesty and told him to get busy and adopt this discipline and he did. As it turned out, reality wasn’t nearly as bleak as he anticipated. He has had great success celebrating the positive feedback and has found out about disappointments and customer issues he knew nothing about. You can’t change anything you can’t see.

Next week I’ll talk about what to do with the feedback and more on customer service best practices.

Want a sample survey? Email me honey@interaction-training.com.

Had Your Bell Rung Lately?

2010-05-03T07:42:00.000-07:00

"THESE PEOPLE DRIVE ME CRAZY!" How long has it been since you've said that? How long have you been the topic of someone else’s "Drives Me Crazy" list? We have all been there, that's for sure. When we find ourselves thinking or saying these people drive me crazy, there’s no doubt our bell has been rung!

This is a topic that is near and dear to me since I used to hang out in the driving me crazy lane a little too much. It's a stressful place if you're there very long. I am well acquainted with the bell ringing and so is everyone else who manage other people! Or works with the public! Or attempts to live with other people! Or drives in traffic!

So here's what I found out. Everything I do is motivated by my conscious or unconscious belief that it's in my best interest. The issue becomes – okay, just how do I learn what is and what isn't in my best interest? The key is gaining and maturing the knowledge I use to self-evaluate and self-correct.

I have learned a great deal about self-evaluation and self-correction techniques. I was taught by the masters - William Glasser, MD, and Bob Wubbolding, EdD - a process duped WDEP. The acronym stands for:

Wanting - what do I want?
Doing - what do I need to do to get it?
Evaluating - is the want good for me? Is what I am doing helpful?
Planning - what will be my plan to get what I want?

Both men are accomplished authors. Dr. Glasser is an internationally recognized psychiatrist who is best known as the author of Reality Therapy, a method of psychotherapy he created in 1965 and that is now taught all over the world. Dr. Wubbolding is the premier teacher and practioner of this theory. I completed the Glasser Institute's three-year program and obtained certification in Reality Therapy several years ago. I teach WDEP every opportunity that comes my way.

A big want we have is to build and sustain successful relationships with others. Most of us that manage others or who parent children or any one of us that wants to excel in key relationships are seeking tools and information that will help us succeed.

You can purchase my recorded workshop - approximately 2 hours in length for $195 - and add some power tools to your quest to master having successful relationships with others! For more information or to order:

honey@interaction-training.com

Hang up your bell!

Sales Success for Banks and Credit Unions

2010-04-05T08:40:00.000-07:00

Sales Success…

Enormous Dependency on Training, Tracking and Leadership

Today's financial institutions want sales from the business development team. The frontline, branch managers, lenders and call center personnel all have sales responsibilities that you cannot afford to ignore. And, if your offer trust, treasury management, investments, insurance and mortgage, you have to obtain buy-in from all areas to funnel referrals to these income-producing areas.

You won't get what you want unless you first provide what is required!

What is the formula for sales success? It starts with planning and next moves to training. The frustration and disappointment will be huge if you don’t create plenty of both.

No one is comfortable doing something they don’t know how to do. Very few of us are comfortable doing something we rarely do. And, if we are expected to do something we aren’t well trained to do and that isn’t tracked, encouraged and celebrated, you can count on your sales team floundering.

Well-done training is a must. The training curriculum must include all aspects of key selling techniques. That includes the entire how to - from profiling who needs what to setting appointments. Without training and tracking, the sales team will overwhelm you with excuses and complaining. Excuses and complaining are popular deal killers when you try to implement a consistent, meaningful sales culture.

Everyone expected to contribute to business development must be well-trained and held accountable. Momentum and traction come with putting all the pieces together, and it starts with training.

Sales expertise must gain the same importance as compliance, accounting, deposit operations and loan processing. It’s a well known fact that compliance officers must have ongoing training, leadership and accountability! And, exam outcomes are tied to the compliance officer’s performance review. What would you say about a financial institution that didn’t track every aspect of the lending function and outcome? You’d say it is a reckless and poorly run company!

Any change, expectation or new technology that is to be implemented successfully will be seriously dependent on project management and training. The transition will be painful and morale will hit the ditch when planning and training are ignored or done poorly, no matter the circumstance.

All of the training on our magnificent planet is regrettably not going to improve your sales metrics if you don’t know what those metrics are, what they should be, and whether or not you’re moving in the right direction. You want to assess and measure before and after the training to gauge effectiveness.

Want more discussion on this topic? Tune into a free webinar on Tuesday, April 20 at 2 PM CST. Go to http://www.nsscorp.com/Performance%20Improvement%20Exchange.htm to sign up!

Don’t miss this FREE opportunity to explore training solutions that can boost sales at your organization.

honey@interaction-training.com