Tanveer Naseer

Leadership Coach, Speaker, and Writer

Why Leaders Should Depersonalize Communication

Researchers have found leaders are more effective in how they communicate when they depersonalize the message. Learn what this means and how to do it.

The following is a guest piece by Dr. Derek Roger and Nick Petrie.

It’s not what you do, it’s the way that you do it

Talking comes so naturally to us we tend to forget just how much skill is involved. Even when we’re speaking fast, every word is selected as the appropriate one, from a huge collection we have stored in our brains. We weren’t born with language; all the words, and the rules governing them, had to be learned.

Spoken language, together with the gestures to go with what we’re saying, are what constitutes communication. It is at the heart of what it means to be human, but it all goes wrong when we’re less selective about when, how and what we communicate.

Let’s use a simple illustrative example, from the world of work: you’ve just completed a short proposal for a contract, a task you haven’t done before, and your boss is reading through it. How does she respond? The reply you’re likely to dread, especially if this all takes place in front of your colleagues, is along the lines of “You’ve done a pretty bad job of this. Didn’t they teach you anything at college?”

Unfortunately, feedback to direct reports often carries this kind of blaming tone, and it is hardly surprising that so many engagement surveys highlight the negative effects of poor communication. One solution is to provide communication skills training, but the negative ratings often persist.

The reason is that the principles of conventional communication skills programs may be quite ambiguous. Eye-contact is an example: the rule is that you should maintain eye-contact for a certain percentage of the time, to indicate continued interest, but if it’s maintained for too long the conversation starts to feel like an interrogation!

On the other hand, if you’re conveying complex information, people might break eye-contact because they’re reflecting on what you’ve said, not because they aren’t attending.

Listen, just wake up!

So what can be done to improve communication skills? Click here to continue reading »”Why Leaders Should Depersonalize Communication”

My Top 10 Leadership Insights For 2016

A look back at my Top 10 leadership insights from 2016 and the common themes they reveal about how leaders can be successful in 2017.

There’s no question that the start of a new year brings to mind notions of new beginnings and a chance for a fresh start. Of course, as much as we might be eager to set our sights ahead into 2017 and envision all the possibilities and goals we might achieve, it’s worth taking the time to look back on the year that was and what we learned along the way.

It’s from that vantage point that I sat down to put together my Top 10 leadership insights for 2016 as determined by you, the readers of my leadership blog. In putting this list together, it’s always interesting to see which of my pieces were the most popular with my readers, and where I might differ in terms of which articles I’d put in a list of my Top 10 favourite leadership articles for 2016

For example, as a Star Trek fan, I’d definitely include my piece “4 Important Leadership Lessons From The Final Frontier” that celebrated Star Trek’s 50th anniversary in 2016, a piece which came close, but didn’t quite make the Top 10 list of my readers’ most favourite pieces.

What’s also interesting about this process is how certain threads or themes begin to emerge that serve to shine a light on what issues or challenges today’s leaders are most interested in learning more about. Looking at the list of 10 leadership insights found below, it’s clear that many leaders are interested in learning how to develop stronger relationships with those under their care; that their focus is increasing on how to empower their employees to bring their full selves to the work they do.

It’s an encouraging sign, and certainly a great way to begin a new year.

And so with that, here now are my Top 10 leadership insights as selected by the readers of my award-winning leadership blog:

Leadership Insight #10 – Empathy allows us to bridge the gap between how we see things and how others experience them. [Share on Twitter]

“Through our empathy, we’re able to move beyond the binary attitude of “I’m right/you’re wrong” which can impede any initiative from moving forward, to one that’s driven by the desire to discover that common ground we share with one another so that we can promote collaboration and foster sustainable growth.

It’s a truth that becomes all the more obvious when we remember that the key to your organization’s success and future prosperity is no longer based solely on the processes and technologies found within your company’s walls, but within the talents, insights, and experiences of those you lead. Something that one can tap into only if we create conditions where people feel connected to what they do and to those around them, as well as being a part of the shared purpose that defines your collective efforts.

But how do we know if we’re truly being empathetic in our leadership? How can we tell if we’re creating conditions that allow all of our employees to succeed and thrive, as opposed to a select few like our ‘star players’ or those we personally relate to?”

Read more on this leadership insight here: A Timely Reminder Of The Power Of Empathy In Leadership

 

Leadership Insight #9 – When we lead only by authority, our focus is only on ourselves and not on how to empower others. [Share on Twitter]

“Now I’ve written before about the importance of building relationships with those we lead and one of the key reasons for that is to help us better understand our employees’ needs, and of what will best motivate them to bring their best efforts to the table. It’s through such efforts that we’re able to influence others because we’re able to connect our vision or ideas to things that our employees would care about as well.

Again, as leaders, your employees do have to follow your lead and that alone is a sign of your authority. But getting people to believe in your vision, in the goals you want to achieve requires influence, something we don’t have a right to simply because of our title or role. Rather, it’s something we have to earn by gaining the trust and respect of those we have the responsibility to guide and support so that they can succeed in their collective efforts.”

Read more on this leadership insight here: Is Your Leadership Based On Influence Or Authority?

 

Leadership Insight #8 – The power of relationships is that it allows us the freedom of knowing we don’t have to go it alone. [Share on Twitter]

“One of the truisms of modern-day leadership is that as leaders, we can’t expect to have all the answers. Of course, the corollary to that axiom is that leaders shouldn’t be afraid to ask or accept a helping hand from those they lead. After all, how can we help those we lead to grow if we don’t value their ability to offer a helping hand?

How can we encourage our employees to challenge their Click here to continue reading »”My Top 10 Leadership Insights For 2016″

5 Reasons For Regular Customer Service Performance Reviews

5 key reasons why leaders should be doing regular reviews of customer service performance and how this can drive future growth and success.

The following is a guest piece by EMEA Marketing Director Monika Götzmann.

The level of customer service you provide can go a long way towards determining whether your business is a success or failure, which is why companies invest so heavily in training and customer service courses.

Nevertheless, training your staff to deliver great customer service should be a continuous process. Here, we look at the facts and explain why it is imperative that skills and performance are reviewed regularly. Click here to continue reading »”5 Reasons For Regular Customer Service Performance Reviews”

Are You Employing This Key To Giving Effective Feedback?

Discover whether the kind of feedback you offer to your employees is employing this critical measure that drives organizational growth and success.

With December now upon us, many leaders and their organizations are now shifting their focus towards that much debated and much-maligned practice for evaluating employee productivity and effectiveness: the annual performance review.

Of course, while there has been much written lately about the ‘death of annual performance reviews’, a study done by Towers Watson revealed that – despite the high profile examples of companies like Microsoft, Accenture, and GE completely ditching their annual performance reviews – a majority of North American organizations are opting to transform their current performance review process as opposed to doing away with them completely.

Now whether you agree with continuing to use annual performance reviews or not, the fact is these discussions about this feedback tool reveal that there’s a far more pressing issue that leaders everywhere need to address – namely, what kind of feedback, if any, are we providing to those we lead?

Of course, when it comes to giving feedback, there’s a common approach that many leaders opt to use, something that’s often referred to as the ‘feedback sandwich’.

What this technique involves is starting the conversation with something positive – the argument being that this will help your employee to be receptive to what you have to say next. At this point, you offer what you really want to share, that is the negative feedback that’s the reason behind this conversation, after which you give your employee some more positive feedback in order to to help soften the blow and ‘end on a high note’.

Now in theory this might sound like a fair and balanced approach to offering someone feedback that can be hard to hear, given how we’re reinforcing or reminding them of the things they do well, before and after pointing out where they went wrong or what they need to improve on going forward.

But the reality is that it’s not so much the receiver of our feedback as it is ourselves who we’re hoping to protect through this communication ploy. That by setting up a friendly start and a reassuring ending, we might avoid the necessary unpleasantness that comes with telling someone they’re doing something wrong.

This strategy also gives us the false impression that Click here to continue reading »”Are You Employing This Key To Giving Effective Feedback?”

Why Expressing Gratitude Through Our Leadership Matters

A look at how expressing gratitude can help leaders bring out the best in those they lead and drive their organizations to succeed.

This past weekend marked the celebration of Thanksgiving Day here in Canada, our last holiday long-weekend before the inevitable cold blast of winter arrives to blanket our country in snow and ice. While Thanksgiving in Canada differs from that in the United States in being a celebration of the end of the harvest period, what these two holidays share in common is that it’s a holiday for spending time with family, and expressing gratitude for the good fortune we’ve experienced this year.

After spending time with my family this weekend and catching up with everyone, I couldn’t help but draw comparisons between those moments of sharing words of gratitude with my family with those moments where leaders express gratitude to those they lead.

After all, more than simply being a nice thing to do, expressing gratitude through our leadership has been shown to have a tangible impact on the overall productivity of our employees, if not also on the level of commitment they bring to the work they do.

For the past several years, Dr. Adam Grant and Dr. Francesca Gino have been studying how expressions of gratitude impact prosocial behaviour and fuel motivational drive, and one study in particular provides some interesting insights for leaders on the benefits of expressing gratitude to those under our care.

Dr. Grant and Dr. Gino conducted an experiment to look at how expressing gratitude would affect the motivation and commitment levels of fundraisers who were hired to raise funds for a university from within their alumni community.

For this experiment, the fundraisers were paid a fixed amount regardless of how many calls they made, and each of them was provided with daily feedback about their performance. The fundraisers were separated into two groups working different shifts, with one group getting a visit from a university director who personally thanked the fundraisers for their work, while the other group was simply left to do their assigned tasks.

What the researchers found was that the fundraisers who received those messages of gratitude from the university director made more phone calls to help raise money for the university as compared to those who hadn’t.

Upon reviewing the results of their experiment, Dr. Grant and Dr. Gino concluded that expressions of gratitude increase employee motivation and performance levels because it makes people feel ‘socially valued’.

Now to be clear, this doesn’t mean that all we have to do is say ‘thank you’ to our employees in order to increase their productivity. Rather, what this study’s findings demonstrate is that a genuine recognition of your employee’s efforts will ignite their internal drive and commitment [Twitter-logo-smallShare on Twitter].

In other words, this isn’t about Click here to continue reading »”Why Expressing Gratitude Through Our Leadership Matters”

« Older Entries