If you're like me, you will have met, established and built many solid working relationships with clients over the years, and while some of them have seemed 'a piece of cake' others have required more time and effort before there was an easy flow of information. I was pondering this the other day when I was having trouble getting a client to repond to my requests for information.
I asked myself a few questions:
What was going on over at their offices?
Why was he ignoring my requests?
How could I break through this barrier?
What had I done, or not done, to contribute to the problem?
In hindsight I realized several things could be at play and as I had missed some important elements right at the start, it would be up to me to find a solution.
First, I examined what we had talked about at the kick off meeting. We had spoken of the project outcomes, the steps and process to get from where we were so we could reach our target goal. We discussed the people who would be involved, their role, the budget and the reports we would provide each month but we hadn't talked about our expectations of each other. We had not shared our preferred working style and how we liked to get our information Duh! How could I have missed this - clearly it was a crucial ingredient and the failure to discuss it was now showing up and could potentially delay our work.
I looked back at the times when we HAD connected and quickly realised this was a 'phone call preference person' while I was 'an email type'. In the time it took for me to recognize this, a call was placed and we were able to nail down some specifics. This is what he wanted.
He would like it if I would give him a brief phone call once a week to talk about the highlights and update him on progress followed by an email - for his records. He also told me that if I wanted to talk with him he was generally at his desk between 7:30 and 8:30 and again between 4:30 and 5:30.
In response, I told him to use my cell phone instead of the office number if he wanted to get hold of me and that if I was busy he could expect to hear back within 24 hours.
He said he would call if he had any concerns but otherwise I was to keep going on the basis that he was happy with the work as it was unfolding.
With a simple phone call all of our communication challenges were overcome and we went on to have a healthy and productive working relationship. So, next time you are meeting with a client, stop to ask yourself have we declared our communication preferences so that all parties are clear about what is expected. It's amazing how often we assume our communication style will be matched by our client - not necessarily so as I found out.
Monday, February 21, 2011
Monday, June 14, 2010
Red is for rest, relaxing and reading
I was given a chair for my birthday; a beautiful 'bear' chair, which, I was told, is a unique Canadian style. It was given to me without paint or varnish or stain so I could decide on the final finish myself. I sat in it while I gave my thanks and noticed how comfortable it was as it supported my back and head - but the finish - what was it to be? Back in my garden I looked for the perfect spot where it was to reside; where I could relax, and rest and read. Finally, after moving it from spot to spot, I decided I wanted to enjoy it from inside the house too, so I opted for a spot beside the pond, which I can see from the kitchen. Now the colour had to be selected; from the kitchen the backdrop was green and I wanted cheery, bright, joyful and it didn't take long for me to settle on RED! My son-in-law took on the task and within a day the chair came back a bright fire engine red. It's perfect! It is the ideal accessory to my garden, and I've taken to relaxing there in the afternoon. However, I'm not one to sit in the garden very much, I just can't seem to sit still for long before I notice something that needs my attention and I spring from my resting spot to deal with whatever has called to me. But the red chair is different. For a start the slope of the seat and the back means I can't sit upright. When my head is lying back my eyes are forced upward so I don't see the things that would ordinarily be calling to me. So in that pose, I ponder, I think, I day dream; I take time out from the 'busyness' of work. The red chair got me thinking about how often I see the world from the same usual vantage point and how beneficial it would be if I sat with a colleague or friend or just by myself in a new location, a coffee shop or a park bench. Would the new location help us to talk about things a little differently? Would we relax and learn about each other's dreams and desires? Would some quiet pondering bring new business ideas or approaches to the forefront? I believe it would. So I'm really delighted with my shiny red chair, not only because of the beauty it brings to my garden, but because of the lesson it brought home from a few minutes looking skyward on sunny afternoon. I will make time to rest, relax and reflect and forget about being so busy for just a little while.
Friday, April 30, 2010
Grieving
I attended a memorial service today for a lovely gentleman who lived life fully right to the moment he had a heart attack and dropped where he stood. The shock, although hard for the family, was softened somewhat as they said how glad they were that his end was swift and painless.
At the memorial, one after another spoke of how he will be missed. Cronies, sons and daughters, grandchildren and friends, spoke about the contributions he made and how he was always there when needed. Clearly the loss of this elderly man was going to be felt by many people for a lpog time.
I thought later about the losses that takes place at work and while it doesn't have to be as dramatic or painful as a death, many employees will still struggle when a dear colleague is no longer there. The supervisor who moves to another company, the employee who retires and moves away to sunshine and golf, the manager who heads off to university to enhance career plans, all leave a void that's sometimes hard to accept. The farewell parties, laughter, hugs, jokes and gifts don't make the loss of the person any easier to bear when Monday comes around. The vacant chair, the clean and tidy desk, the outlines on the wall where family photos hung just last week, all remind us of the special contriutios that person brought to the workplace.
Who can we turn to now for that sage advice?
Who can fill the void on the project team?
Why does the vacant chair trouble us so much?
It's been my experience that organizations don't even acknowledge employee loss and the toll it can take on productivity. While it might not be the level of grief one would find at the funeral of a dear departed friend, there is a grieving process going on nonetheless.
There's no question the gap left behind when a valuable employee is no longer there is felt for a long, long time. The wise manager will bring people together to talk about their loss, how they feel and what they can do to support each other going forward. But I fear there are not many managers out there who consider this act. How sad to think when long time colleagues depart, those left behind are expected to start the next week as if we had never existed. Some sadness is normal and talking about the changes the employee's departure has brought about and the void left behind is healing and respectful. So please, honour the people who helped grow your business and the contributions they made however small, even though they don't appear at the office any more. Keep them 'with you' through your memories and conversations so others know they were valued and missed.
At the memorial, one after another spoke of how he will be missed. Cronies, sons and daughters, grandchildren and friends, spoke about the contributions he made and how he was always there when needed. Clearly the loss of this elderly man was going to be felt by many people for a lpog time.
I thought later about the losses that takes place at work and while it doesn't have to be as dramatic or painful as a death, many employees will still struggle when a dear colleague is no longer there. The supervisor who moves to another company, the employee who retires and moves away to sunshine and golf, the manager who heads off to university to enhance career plans, all leave a void that's sometimes hard to accept. The farewell parties, laughter, hugs, jokes and gifts don't make the loss of the person any easier to bear when Monday comes around. The vacant chair, the clean and tidy desk, the outlines on the wall where family photos hung just last week, all remind us of the special contriutios that person brought to the workplace.
Who can we turn to now for that sage advice?
Who can fill the void on the project team?
Why does the vacant chair trouble us so much?
It's been my experience that organizations don't even acknowledge employee loss and the toll it can take on productivity. While it might not be the level of grief one would find at the funeral of a dear departed friend, there is a grieving process going on nonetheless.
There's no question the gap left behind when a valuable employee is no longer there is felt for a long, long time. The wise manager will bring people together to talk about their loss, how they feel and what they can do to support each other going forward. But I fear there are not many managers out there who consider this act. How sad to think when long time colleagues depart, those left behind are expected to start the next week as if we had never existed. Some sadness is normal and talking about the changes the employee's departure has brought about and the void left behind is healing and respectful. So please, honour the people who helped grow your business and the contributions they made however small, even though they don't appear at the office any more. Keep them 'with you' through your memories and conversations so others know they were valued and missed.
Thursday, April 29, 2010
Pay Attention
I had the luxury of spending several hours today in an amazing, beautiful, glorious garden covering over seven acres. The gentleman who has been living there for over 30 years, loving tends the land; that was obvious as he took me on a personal tour to show the results of his work. From a rough, unkempt track of land surrounding a charming old house, he has created a masterpiece. As we walked along narrow woodland trails, he pointed to some of his treasured plants, newly created planted areas, giant trees dominating the landscape, someone's superb craftsmanship that had resulted in an amazing nail-free lattice fence and a pond full of colourful Koi.
I had taken my camera along to share the images back home but it was soon forgotten as I realised the images I'd capture would not be able to do justice to the views before me. From time to time my guide would point out special view corridors, open vistas, dense undergrowth, special blooms and even sculptures hidden in secret places that you could easily miss...if you weren't paying attention.
He drew my eye time and again to the petals of a unique flower, encouraged me to bend to smell fragrant blooms, he even stopped me to watch eagles flying over head, striving to fend off ravens intent on nest robbing. All too soon my visit was over and I pulled out of the driveway with a last look at two eagles sadly resting in a tree far from their empty nest.
I reflected on the drive home how far too often I miss the important details of life when I am in a hurry. The time I'd spent spellbound while I appreciated the subtle tinge of colour on a tulip, the colours gently bleeding into each other on a rhododendron, the frilled edges of a daffodil and the different coloured eyes on the Koi, made me ponder how much I am missing at home and at work too.
When did I last pay attention to the bright smile a colleague gives her co-workers each the morning? How often have I missed a worried frown and done nothing about it? Who has been giving me subtle clues that I have missed completely in my 'far too busy to notice' world?
I am so very glad I took that journey today, to visit a charming man who was willing to give me the gift of his time and the treasure of paying attention. I hope I can make the connection at work and see more of the 'beauty' in the office. It's there, I know it. I just have to slow down and look. Then I have to share it with others - just like my generous guide today.
I had taken my camera along to share the images back home but it was soon forgotten as I realised the images I'd capture would not be able to do justice to the views before me. From time to time my guide would point out special view corridors, open vistas, dense undergrowth, special blooms and even sculptures hidden in secret places that you could easily miss...if you weren't paying attention.
He drew my eye time and again to the petals of a unique flower, encouraged me to bend to smell fragrant blooms, he even stopped me to watch eagles flying over head, striving to fend off ravens intent on nest robbing. All too soon my visit was over and I pulled out of the driveway with a last look at two eagles sadly resting in a tree far from their empty nest.
I reflected on the drive home how far too often I miss the important details of life when I am in a hurry. The time I'd spent spellbound while I appreciated the subtle tinge of colour on a tulip, the colours gently bleeding into each other on a rhododendron, the frilled edges of a daffodil and the different coloured eyes on the Koi, made me ponder how much I am missing at home and at work too.
When did I last pay attention to the bright smile a colleague gives her co-workers each the morning? How often have I missed a worried frown and done nothing about it? Who has been giving me subtle clues that I have missed completely in my 'far too busy to notice' world?
I am so very glad I took that journey today, to visit a charming man who was willing to give me the gift of his time and the treasure of paying attention. I hope I can make the connection at work and see more of the 'beauty' in the office. It's there, I know it. I just have to slow down and look. Then I have to share it with others - just like my generous guide today.
Wednesday, April 14, 2010
Laughter - at work
I thought I knew my colleague pretty well but on a recent business trip we both learned a lot more about each other and it came about through laughter.
When I ended up travelling with him earlier this week, we used some of the travel time to plan for our meeting and get organized around key areas where we needed to obtain greater clarity from our client. The meeting we attended went smoothly through the agenda and there was an easy exchange of information and ideas so we left feeling pretty good about our accomplishments.
The day was young and with time on our hands we stopped at a local store to make a large, cumbersome purchase which needed to be strapped to the top of the car. So after hoisting it aloft and using ropes and bungy cords, the item was fastened down and we set off. In short order it became apparent that our 'secure' cargo was about to be airlifted. So after pullig off the road and with the aid of additional cords I 'hung on' while my colleague drove. The honks, tooting and waves from passing cars set us grinning. In no time we were laughing hard, and I had tears running down my cheeks. Here we were, creating a public spectacle and minding it not in the slightest. The two professional and dignified people in business suits, who had recently been sitting in serious discussion with the client, were now acting as if we had stepped from the set of the Beverly Hill billies.
In that moment I saw my colleague in a new light and he viewed me differently too as we both realised there's a lot to be gained from forgetting the 'professional, business' image and letting your spontaneous fun-loving side burst free. It was one of the best times we have had together - I can hardly wait for our next 'business' trip!
When I ended up travelling with him earlier this week, we used some of the travel time to plan for our meeting and get organized around key areas where we needed to obtain greater clarity from our client. The meeting we attended went smoothly through the agenda and there was an easy exchange of information and ideas so we left feeling pretty good about our accomplishments.
The day was young and with time on our hands we stopped at a local store to make a large, cumbersome purchase which needed to be strapped to the top of the car. So after hoisting it aloft and using ropes and bungy cords, the item was fastened down and we set off. In short order it became apparent that our 'secure' cargo was about to be airlifted. So after pullig off the road and with the aid of additional cords I 'hung on' while my colleague drove. The honks, tooting and waves from passing cars set us grinning. In no time we were laughing hard, and I had tears running down my cheeks. Here we were, creating a public spectacle and minding it not in the slightest. The two professional and dignified people in business suits, who had recently been sitting in serious discussion with the client, were now acting as if we had stepped from the set of the Beverly Hill billies.
In that moment I saw my colleague in a new light and he viewed me differently too as we both realised there's a lot to be gained from forgetting the 'professional, business' image and letting your spontaneous fun-loving side burst free. It was one of the best times we have had together - I can hardly wait for our next 'business' trip!
Tuesday, February 23, 2010
Lessons from the Olympics
I spent a full, jam-packed day in Vancouver on Saturday and loved every minute of it. Like many others, I had been watching the various Olympic events on TV and as I looked at the sea of red filling the streets of my old home town, it occurred to me that a visit to Vancouver was in order. I no longer wanted to be a spectator but a participant, right there, in amongst everything, with everyone, making a noise and wearing red of course. So a quick glance in my appointment book and consultations with family members led to a trip to "Olympic land'.
As I live in Victoria (#YYJ)I had to take a boat. The 7 am ferry was packed and the party atmosphere was in full swing. Sleepy people? Drowsy? Not a hint. They were wide awake and ready for fun - just like us. Some had gone just a big further than us and were sporting home made "curling stones" for hats, but without a doubt 'RED' was the colour of the day! After the ferry docked, we walked off with the hundreds of others and hopped one of the long line of the buses waiting for us. Then we connected to the Translink train which whisked us to the waterfront station - where we saw the Olympic torch - all in under an hour. What a sight. Nothing on TV could compare with being there. After we'd taken our photos, we walked to Robson Street and saw people flying overhead on the zip line, watched the skaters, then strolled to various venues around town soaking up the entertainment, music and large screen shows of in-the-moment-competitions - while we waited in line ups. We took the bus to Granville Island, rode the bombardier train and finally reversed our out-bound trip back to the ferry. On the way home my grandson (15) said, "I wish we could have stayed longer", (this was from someone who wasn't keen to go in the first place). So what did I learn from this trip that resonated so strongly?
First, life's more fun if you're part of the party so whenever you can stop being a spectator. So join in - seize the moment and go for it.
Second, talk to strangers, you'll be amazed and how much they like it and talk back with you. That's how friendships are formed.
Third,you don't need long drawn out plans in order to have fun. Be spontaneous once in a while. Just go! Now! Right away!
Finally, show your enthusiasm, let your hair down, dress up, clap, cheer, show you care, it's infectious.
My day in Vancouver was worth every moment and apart from the ferry trip and bus pass, it cost nothing to participate in all of the entertainment - Zip. Zilch.
As I live in Victoria (#YYJ)I had to take a boat. The 7 am ferry was packed and the party atmosphere was in full swing. Sleepy people? Drowsy? Not a hint. They were wide awake and ready for fun - just like us. Some had gone just a big further than us and were sporting home made "curling stones" for hats, but without a doubt 'RED' was the colour of the day! After the ferry docked, we walked off with the hundreds of others and hopped one of the long line of the buses waiting for us. Then we connected to the Translink train which whisked us to the waterfront station - where we saw the Olympic torch - all in under an hour. What a sight. Nothing on TV could compare with being there. After we'd taken our photos, we walked to Robson Street and saw people flying overhead on the zip line, watched the skaters, then strolled to various venues around town soaking up the entertainment, music and large screen shows of in-the-moment-competitions - while we waited in line ups. We took the bus to Granville Island, rode the bombardier train and finally reversed our out-bound trip back to the ferry. On the way home my grandson (15) said, "I wish we could have stayed longer", (this was from someone who wasn't keen to go in the first place). So what did I learn from this trip that resonated so strongly?
First, life's more fun if you're part of the party so whenever you can stop being a spectator. So join in - seize the moment and go for it.
Second, talk to strangers, you'll be amazed and how much they like it and talk back with you. That's how friendships are formed.
Third,you don't need long drawn out plans in order to have fun. Be spontaneous once in a while. Just go! Now! Right away!
Finally, show your enthusiasm, let your hair down, dress up, clap, cheer, show you care, it's infectious.
My day in Vancouver was worth every moment and apart from the ferry trip and bus pass, it cost nothing to participate in all of the entertainment - Zip. Zilch.
Friday, February 5, 2010
Gardening and Leading
Gardening and Leading? I expect you're wondering what the possible connection could be. It came to me as I was puttering outside today, that the effort I put in last year in beginning to show - now! Much like leadership! I took great pains in the spring last year to add a top dressing of top quality fertilizer so my seeds would germinate and thrive. All summer long I watered, mulched, weeded and staked and the summer display of flowers, fruits and vegetables was astounding. I filled humming bird feeders, topped up the bird bath with fresh water and sat down occasionally to enjoy the beauty around me and in June I invited friends and family to a garden party to enjoy it all. Then in the fall I pruned, raked up leaves, cut back dead flowers and turned the pile of compost so I'd have some rich soil for my tubs and planters this spring. So now, here I am in February, looking at the Snowdrop, Peony and Helebore shoots poking through the soil, the birds emerging from the hedges to bathe in the small pools, and the fresh new leaves on the various climbers scrambling up the walls. Today I spent some time hoeing to remove small weeds before they got established and cause a big problem. This 'work' (actually enjoyment) is because I care. I want the end result to be spectacular, to give me satisfaction, to reap the rewards of my efforts.
Leadership is much the same. I have to care. I have to realise that my efforts will make a difference, small things add up and pay off - later. First, I need to prepare the environment for my employees to thrive (a healthy dose of optimism). I need to 'weed out' obstacles, provide 'stakes' to support them when they need my help. I need to pay attention, to tend to things as they become apparent before they become a major problem. As a leader I have to make sure the environment around my emplyoyees is healthy and safe (no pesticides or loose paving stones). If I do all of those things, regularly and consistently, I will be rewarded - in time - and it may take a while. Not everything in my garden grew to it's full size in one season. Leadership, like gardening, is a long term career, stick with it, do what needs to be done, and you will see the results of your efforts.
Leadership is much the same. I have to care. I have to realise that my efforts will make a difference, small things add up and pay off - later. First, I need to prepare the environment for my employees to thrive (a healthy dose of optimism). I need to 'weed out' obstacles, provide 'stakes' to support them when they need my help. I need to pay attention, to tend to things as they become apparent before they become a major problem. As a leader I have to make sure the environment around my emplyoyees is healthy and safe (no pesticides or loose paving stones). If I do all of those things, regularly and consistently, I will be rewarded - in time - and it may take a while. Not everything in my garden grew to it's full size in one season. Leadership, like gardening, is a long term career, stick with it, do what needs to be done, and you will see the results of your efforts.
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