Please check out my latest audio recording from The Power Of Progress Podcast With Scott Friedman. You can listen to the podcast by clicking on the AUDIO PODCASTS & RADIO INTERVIEWS button at the top of this page, then click on the PODCAST INTERVIEWS tab and scroll down and click on The Power Of Progress Podcast tab.
Please check out my latest audio recording from the Vision Pros Live Podcast With Jackson Calame. You can listen to the podcast by clicking on the AUDIO PODCASTS & RADIO INTERVIEWS button at the top of this page, then click on the PODCAST INTERVIEWS tab and scroll down and click on the Vision Pros Live Podcast tab.
How do you handle the complaints lobbed at you as a leader?
When my book, Sustainable Excellence, Ten Principles To Leading Your Uncommon and Extraordinary Life, was published, I was excited to receive feedback from people who had read it.
Of the over 50 reviews Sustainable Excellence has received on Amazon, all but two are 5-stars. The two that were not 5-stars were written by people outside the United States who admitted they liked the book, but because of cultural differences, didn't understand some of the stories.
Initially, I was disappointed with the two 3-star reviews from these individuals but came to realize that no matter how hard we try to put forth our best effort, sometimes, it just doesn't resonate with certain people.
Early in my business career, I had the privilege of working with a dynamic and smart leader who was the Chief Operating Officer of the hospital where I worked, Nancy Schlichting. I learned a great deal from Nancy, especially about handling complaints.
Regardless of how emotional the person complaining was or how ludicrous the complaint might be, Nancy always handled the situation with this 5-step process:
1. She listened - Nancy always gave her full attention to what the person was saying. She made eye contact and shook her head in the affirmative to let the person know she understood what was being said.
2. She asked for clarification - If there was something she didn't comprehend, Nancy would ask clarifying questions to make sure she had the facts correct.
3. She restated what was said - To make sure she and the person making the complaint were on the same page, she would restate what she heard and ask the person if her understanding was correct.
4. She explained her decision process - Nancy was great at laying out how she had come to make the decision she did in a way that people could understand. (Notice I said understand because many times the person would not agree with her conclusions or decision).
5. She was honest - Nancy never deviated from the truth. If the answer to their complaint was, "No," then she told the person the hospital would not be doing that. She never passed the buck or told someone the complaint or problem would be studied if she had no intention of studying it.
People didn't always agree with the decisions that Nancy made and why she made them, but employees always felt listened to, respected, and that they received an honest answer to their complaints.
Nancy would go on to retire as the President and Chief Executive Officer of the Henry Ford Health System in Michigan. She is also an accomplished author, having written the book, Unconventional Leadership, and is on numerous boards.
We can learn a great deal from how Nancy Schlichting handled complaints.
Please check out the video below to learn more techniques for handling complaints. Also, leave me a comment about any particular techniques you use to effectively handle concerns from staff or customers.
What is the mathematical concept of Stationarity?
It's an assumption that the past is a statistical guide to the future, based on the idea that the big forces that impact a system don't change over time.
Stationarity is a wonderful, science-based concept that works right up until it doesn't. As Stanford professor, Scott Sagan says, "Things that never happened before happen all the time!"
Things that have never happened, happen all the time. Nobody thought someone would finish the mile run in under four minutes until Roger Bannister did it in 1954. Nobody thought we would ever light our homes with anything other than candles until Thomas Edison invented the light bulb in 1879, and nobody thought we would get around on anything other than a horse until Henry Ford began to mass-produce the automobile in 1913.
So how do you structure your business to take advantage of things that have never happened before?
Here are 5 Steps to implement an innovation plan so your company is ready to take advantage of new materials, programs, or services that can improve your bottom line:
1. Develop (Or Enhance) Your Innovation Strategy - According to Harvard University, every company should have an innovative strategy. Without this strategy, improvement efforts can divide departments and teams into decentralized autonomous groups that don't have the best interest of the organization in mind.
2. Set Up An Innovation Committee - Bringing a diverse and select group of professionals together with the mandate to foster a culture of innovation, will position the company to take advantage of new ideas and products as they become available.
3. Encourage Internal and External Communication - Instead of dividing and decentralizing groups within the organization, internal and external communication should be an ongoing process throughout the company.
4. Invest In New Technology and Staff Who Understand The Application of That Technology - Having the latest technology and human resources in place improves the innovation strategy by providing information for the innovation committee, along with improving communication and collaboration among groups within the company.
5. Promote and Reward Innovative Ideas - Place value on innovation within the organization by highlighting and rewarding individuals and teams who implement innovative ideas.
Having a strategy that positions your organization in a way that allows it to take advantage of new and innovative ideas just makes common sense to promote growth and ensure you are able to diversify with changing markets.
Please leave me a comment about how your organization plans and takes advantage of innovative ideas.
Please check out my latest YouTube recording from the Taste Life Nutrition Podcast with Nikki Burnett. You can watch the podcast by clicking on the PODCAST & SPEAKING VIDEOS button at the top of this page and scroll down and click on the Taste Life Nutrition Podcast tab.
Please check out my latest audio recording from the Good Grief Podcast With Christine Malone. You can listen to the podcast by clicking on the AUDIO PODCASTS & RADIO INTERVIEWS button at the top of this page, then click on the PODCAST INTERVIEWS tab and scroll down and click on the Good Grief Podcast tab.
Please check out my latest YouTube recording from The World's Mayor Experience Podcast with Joshua T. Berglan. You can watch the podcast by clicking on the PODCAST & SPEAKING VIDEOS button at the top of this page and scroll down and click on The World's Mayor Experience Podcast tab.
Author & Motivational Speaker
Terry is a sought after speaker who believes in the power of a story to motivate, inspire, and help others lead their uncommon and extraordinary lives. By combining his eleven-year cancer journey with his diverse business, athletic coaching, and hostage negotiating expertise, he delivers compelling yet relatable presentations for conferences, on-line events, panels, meetings, and seminars.