Tag Archives: respect

  • 06
    Jul 17
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customer service better appreciative strategies

3 Reasons to Make Customer Service Better

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Everyone is a critic. People are often critical about customer service when they are expecting to receive. What if everyone worked to make customer service better?

One of my professional speaking colleagues has a slogan, “Because we can!” Jeffrey Hayzlett, is a professional speaking rock star and I love his slogan.

While I believe the intent of Jeffrey’s slogan to be motivational and inspirational from the aspect of hard work, determination, and relentless pursuit, it might be applicable in other ways too.

Make Customer Service Better

Should our personal and professional interactions with other people have more customer service flair? Can we make customer service better? Sometimes I think so and other times I know so.

Here are three great reasons why we should:

  1. Fair. Sometimes it just seems like life isn’t fair. If we can help balance the scale, right the wrongs and turn things around why shouldn’t we? An even better question might be, why wouldn’t we? If there is a shortcoming, make it better. Make it fair.
  2. Generosity. Certainly the bottom line is important and any business transaction should be two-way, not just one. Can your offer be more generous? Will generosity cause more reciprocation? In a world that would benefit from improved customer service, I think being more generous is part of the process.
  3. Respect. It seems that recently there is a lot of chatter about respect. Respect across the generations, respect in political circles, and certainly respect to our customers. Time, value, and money they are all important and let’s not forget that we should deliver with the utmost respect.

Because We Can

In business, we often size up the competition to see what they are doing. We consider their offers, value, and price. Competition might drive us to do things because we feel that we have to.

What if we did it for a different reason? Imagine if we changed the philosophy.

Should we make customer service better?

I think yes, because we can!

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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  • 26
    May 17
  • 2
boost your career

Boost Your Career With Customer Service Skills

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There is considerable chatter about differences across the workforce generations. Many consider respect as problematic. Some connect respect with customer service. Regardless of your generation, one way to boost your career is with customer service mastery.

Many people believe that they know the art of exceptional customer service. No doubt, customer service skills are not hard to know or understand. The real challenge with customer service is more about culture, habits, and traditions.

Boost Your Career

Do you want to boost your career? Do you really, really want to boost your career? One of the best social skills you can master is being a leader with delivering exceptional customer service.

It is simple and here are three steps to consider:

  1. Ask yourself, “How can I give more to this situation?” You need to be thinking things like ease of use, value, or even general kindness. Having good manners, being respectful, and demonstrating that you care will go a long way.
  2. Focus on needs. You have to discover the needs of the person or organization. You do this by asking questions and being an exceptional listener. Then your goal is to make your delivery exceptional and memorable. So much so, they will want more.
  3. Replicate. Everyone knows that practice makes perfect. Remember the concept of customer service is easy. Having exceptional habits of customer service is typically more difficult. Learn and understand the basics. Practice them every time. Make them become habits.

If customer service is so simple, why is there so much turmoil around its delivery? The answer is also simple. Customer service requires thought, action, and a set of behaviors to develop as habits. Many people forget their role or are not engaged enough to care.

Customer Service Mastery

If you want to boost your career, master the concepts and deliver exceptional customer service. Not just on the job, but everywhere.

It is for all generations.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 09
    May 17
  • -
likability builds relationships

How Likability Builds Relationships and Represents Leadership

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Have you thought about how likability builds relationships?

Recently I was lost for words when a business associate asked me about the results of meeting I had with an executive they had provided as a referral. After stumbling and fumbling for a moment I said, “Let me just say that Emotional Intelligence training might be helpful.”

While I’m not in the habit of being critical of people, I definitely felt a little frustration during my conversation with the aspiring executive.

Normally it is the kind of discovery I want to have, because I can often help. However it is sometimes challenging when the person who writes the check is really the problem and they absolutely don’t see it that way.

Likability On Your Radar

I wouldn’t say that the gentleman was totally unlikable. I understand how he might think he is doing his job, but my guess is that much of the team is not very fond of him. He is the kind of leader that when asked about being likable, he would say, “I’m not here to win a popularity contest.”

The single most important message that I can share with any aspiring leader is that you need to care about being likable.

Certainly that doesn’t mean that every decision you make or direction you turn will be popular. It does mean that you need to have likability on your radar.

Likability Builds Relationships

Whether it is with your team or with vendors, customers, or other stakeholders here are a few things that will help improve your likability:

  1. Be Positive. Sometimes miserable people like to connect with other miserable people, but leaders need to be inspirational. Always maintain a positive outlook. Inspire faith in the process, share plans and actualize the vision. Light the path.
  2. Show Empathy. Demonstrating caring and concern helps connect people emotionally. It doesn’t mean choices are made from fear or sympathy, it does mean that people know you care and understand.
  3. Stay Humble. Arrogance really shows ignorance. Your position doesn’t mean you can push people around. It really means that you have to serve harder, care more, and understand people.
  4. Listen Well. Chances are good that the most likable relationships are built by those who talk less and listen more. Listening is a skill. It’s different from hearing sounds or voices. Listen to understand.
  5. Connect. Never try to shove your way around. Pushy and authoritarian isn’t a relationship, but it might be bullying. In the workplace your best people are connected to their work by purpose. Build bridges not towers.

Practice

When it comes to building relationships you become what you practice. Being likable is important for any relationship but don’t confuse likability with popularity.

In leadership roles adhering to your responsibilities might not always be the most popular, but they should always be respectful.

Respect is earned. Leadership is a skill. Likability builds relationships.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 18
    Apr 17
  • -
engage all generations

2 Concepts That Engage All Generations

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There is a lot of chatter about workforce engagement. Adding to that, there is the chatter about generations, bad managers, and hiring the right people. What core concepts engage all generations?

Most organizations will spend a great deal of money on productivity tools. They make investments in technology, floor plans, and even furniture and fixtures. All hoping that there will be a good ROI (Return on Investment).

Do these make a difference? Sure, but what if the results are still coming up a little short? Unfortunately, if there is blame being passed around it normally circles back to hiring practices. Hiring the right people is important but is there more to it than that?

Smart organizations are also making investments in developing the right culture.

Engage All Generations

The best organizations focus on commonalities, not differences. There are so many elements connected with organizational culture it is hard to narrow it down to a few simple things, but from my experiences there are two that are critically important.

  1. Purpose. Organizations must focus on understanding their sense of purpose. Often when I ask people about purpose they will make a connection with money or financial responsibility. Fundamentally most formal organizations won’t survive without money but that is not the driving point here. The point is connecting every employee with how their job supports the mission of the organization.
  2. Respect. Ask ten people about respect and probably at least seven or eight will tell you that respect is earned. Respect is a commonality that all generations share. The most important thing to keep in mind is that respect is defined differently by everyone. Conscious efforts to create a respectful workplace will go a long way with employee engagement.

Most organizations connect their success with products, services, and financial responsibility. All of those are important.

Most organizations also connect the concept of technology and tools with productivity, which is also very important.

Don’t forget about culture.

All About Culture

When an organization wants to engage all generations, they need to look closely at their culture.

Keep in mind, your organizational culture is not what you say it is. It is what your workforce feels that it is.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 12
    Apr 17
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being heard appreciative strategies

Being Heard : 15 Ways to Get Better Listeners

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It seems that there is always a lot of talk. The question might be, “Are you being heard?”

In my business as a consultant, professional speaker, and corporate trainer there is always an interest in listening. There are books, videos, and seminars that reach out to people about mastering the skills of exceptional listening.

Workplace Concepts

It seems that the responsibility for information intake is in the hands of the listener, not the person speaking. If you’re really hoping to be heard you might be thankful for those who have great listening skills.

In the workplace the concept often is: respect me because I am talking, listen better because I’m providing value. The idea of speaking to one, or hundreds might appear to be about push, but what if it was about pull?

What if it is more about people being interested, drawn in, and compelled to hear what you have to say? How do you create that environment? What makes people want to listen?

There was a series of popular television commercials in the 1970’s and 1980’s whose tagline is well known to many of the baby boomer and gen X population. The tagline is, “When E.F. Hutton talks, people listen.”

E.F. Hutton was known by many as one of the most respected financial firms in the United States. Its commercials often featured investors in conversation at crowded places and when E.F. Hutton was mentioned everyone stopped to listen.

Being Heard

Is being heard about respect? Many people will tell you that respect is earned.

If you want to be heard what you might want to push for is earning more respect. Here are fifteen ways to do it:

  1. Take responsibility
  2. Listen first
  3. Stop blaming
  4. Acknowledge good work
  5. Compliment others
  6. Build people up
  7. Appreciate honest efforts
  8. Gossip less
  9. Worry about your attire, not others
  10. Don’t bully
  11. Tell the truth
  12. Be helpful
  13. Don’t judge
  14. Value people
  15. Be kind

The next time you talk, will anyone be listening?

Perhaps the best way to capture listeners is with respect.

Be heard.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 27
    Mar 17
  • -
earning respect appreciative strategies

Earning Respect, Do you Push or Pull?

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Ask people how respect is achieved and many will suggest that it is earned. One thing to remember about respect is that much like success, the definition of it varies. What about you, are you earning respect?

As a business consultant I stumble upon some very interesting things from time-to-time.

About eight years ago I was on assignment working with a mid-sized manufacturing firm helping approximately thirty mid-level managers improve their leadership skills. The training project consisted of five different sessions spread across several months.

Before the work began I was cautioned about a baby boomer manager who was a great employee but known to be too tough. The turnover ratio in his area of oversight was much higher when compared with other managers. My warning was that he might get “tough” during the course of the seminars.

I like a challenge and was ready to embrace it. He was easy to pick out. He sat near the front of the group, but close to the aisle. His arms folded across his chest and a scowl look on his face. He appeared engaged but didn’t really participate or ask questions, at least not at first.

Earning Respect

During our second session I was presenting some material on workplace motivation and respect. At one point I said, “In today’s workplace you can’t just ask people to drop and give you twenty.” This of course meant to do twenty push-ups.

Then he spoke, “Exactly how are we supposed to motivate these people then. Tell us, how do we do it?” I was surprised but delighted he spoke up.

My first reaction was to say, “You need to approach them differently. You need to think about motivation differently.”

His response, gruff and perhaps slightly sarcastic, “Well, that sounds good, but how do we do that?”

I thought for a moment, and then said, “What if they get all of their work accomplished according to their goal, then you drop and give them twenty?” Many of his colleagues broke out in laughter and added comments like, “Yeah, how about that! You give them twenty!”

Push or Pull

Here is the greatest part of the story. Not only did we discover new respect for each other, he also understood that respect often is not able to be pushed. Respect is defined differently by each individual and it is largely earned not given. If you want to create mutual respect you are best to do it through pull.

Are you earning respect?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

  • 23
    Feb 17
  • 2
respectful people appreciative

5 Habits of Respectful People

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It seems that everyone wants respect, but respect might have many definitions. What are some of the habits of respectful people?

People have differences. They might have differences in opinions, differences in values, and especially differences in beliefs.

What are some constructive habits that are universally accepted as being respectful?

respectful people appreciative strategies

Respectful People

Here are five that quickly come to mind:

  1. Be curious. Have interest to understand thoughts or values that are different from your own. Demonstrate a willingness learn more, even when you have a different view.
  2. Seek commonalities. Often the first thing people look for are differences. Instead consider what you might have in common. It might be providing for your family, doing excellent work, or supporting a cause. Your ideas on how or what might be different but your goals similar.
  3. Listen more. Listening is not the same as hearing. Consider spending less effort on making your point, and try to develop the understanding of theirs.
  4. Be less critical. Stop offering your opinion of everything that is wrong. Instead start complimenting honest efforts and improved results. Make your goal building others up, not tearing them down.
  5. Give undivided attention. In face-to-face interactions step one is easy, put your smartphone down. Step two, maintain an interested and open body posture. Next, be sure to ask genuine questions and continue to use habits one through four.

We all know bad habits can be hard to break. Keep in mind that when we are under pressure, fatigued, or have competing priorities we tend to default back to old habits. These older habits might feel more natural, easy, or even fun, but none of those things necessarily make them right.

Make the Move

Many things that are worthwhile are not easily achieved. Sometimes the first step for moving from a bad habit to a good one is to improve your willpower.

Put in the effort. Change a habit. Be more respectful.

– DEG

Need respect in a multigenerational workforce?

Dennis E. Gilbert CSP forgotten respect

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Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

  • 02
    Feb 17
  • -

Baby Boomer Leadership, Can You Survive It?

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Have you asked yourself how you will survive baby boomer leadership or a baby boomer culture? Regardless of which of the five workforce generations you represent, have you found yourself struggling with the mindset associated with baby boomer leadership?

Baby boomer leadership appreciative strategies

It might be important to define baby boomer leadership. What is it?

I believe it represents a style of leadership, the atmosphere of a workplace culture, and the values associated with respect that is different from emerging leadership trends.

Baby Boomer Leadership

Baby boomer leadership might be characterized in this way:

  • Leaning towards authoritarian. Perhaps not entirely, but by comparison to what many workplace professionals desire today it is much more, “do it, or die.”
  • Experience matters more than knowledge. Years of experience appear to be most important. More recent workforce generations often bring much new age knowledge, but yet are often discounted since they lack experience.
  • Respect is based on authority level. Respect is given, but mostly to those who represent a position of rank (supervisor, manager, etc.). The front line and lower ranking employees are often exempt from opinions or thought contributions.

Does any of this describe the culture at your workplace? If yes, I know why you are still reading this. The question now becomes, what can you do about it?

Surviving a Culture

Workplace or organizational culture is very unique, perhaps as unique as a fingerprint. Culture defines all that the organization is, and all that it does. Mission and vision statements are also closely connected with culture, or at least they should be.

Here are a few strategies for surviving a leadership culture that might ebb with your flow:

  1. Stay true. Remain true to who you are, being likeable is important but so is respect. Taking a position against the leadership team might end badly. Find some balance but maintain your own self-respect.
  2. Think before speaking. Impulse control might be important for you and make sure you practice it even in the most difficult situations. Learn to feel it coming and avoid doing any actions or behaviors out of impulse.
  3. Don’t expect change. Most likely nothing you do will change the culture unless the opportunity develops for your honest input. You might not change others but you can manage your reactions to the environment you are working in.
  4. Stay respectful. If your workplace culture exists around an authoritarian approach be sure to signal respect to others and especially those of higher ranks. Respect is what they expect and the better you deliver they more enjoyable your work might become.
  5. Flow. Although your temptations might be to resist or rebel, sometimes going with the flow is what will help you survive. Your current position might not be the greatest but the alternative might be much worse.

Evolving Leadership Trends

Leadership trends continue to evolve and the characteristics for best practices of modern leadership are pivoting.

There is chatter about new age thinking, such as servant leadership and other models. In many cases these are older theories or styles that are remerging with a new spin. Perhaps different from what the baby boomers grew up with and what they still role model today.

That doesn’t imply who is right or wrong, or what is good or bad. It implies that generational differences are putting pressure on current thinking and trends which might result in the desire for a different leadership approach.

Are you concerned about surviving a baby boomer leadership culture?

Sometimes going with the flow is the best advice of all.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 16
    Dec 16
  • -

Does My Baby Boomer Boss Respect Me?

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Generational differences, that is how most people label challenges associated with communication and working with others who have a significant difference in birth year from their own. Do you have a baby boomer boss that respects you?

baby boomer boss

Occasionally you might hear the words generational respect, but we very seldom hear words or phrases connected with the idea of generational commonalities. Discussion points, debates, or arguments typically open with the concept of differences.

If we think just for a minute about commonalities, one of the biggest things that all generations have in common is that they all want respect.

When we consider the idea of respect spread across all levels of authority or the organizational ladder it is something that most employees are interested to ensure exists. Respect in the workplace can certainly exist across any level or hierarchy and can sometimes be increasingly sensitive when working across multiple generations.

Many workplaces today have traditionals or baby boomers that might report to a gen X or millennial boss, but often it is more common that the more recent generations including gen Z (Gen 9/11, iGen) have a boss who is a baby boomer. So it might beg the question, does my baby boomer boss respect me?

Are You Respected?

Let’s consider a few areas that indicate respect.

  • Listens well. Communication skills, especially listening are an important part of workplace harmony. We can probably attribute many of our workplace challenges, performance problems, or productivity issues to ineffective communication. If the conversations between you and your boss are well grounded in good listening skills or techniques, then you have a good foundation for mutual respect.
  • Asks meaningful questions. In the workplace people are typically driving towards results. Critical thinking, solving problems, and especially asking questions not only produce a wider array of information but also contribute to focus. When co-workers are asking questions of their peer team or supervisors they most likely respect their opinion. The same is true from boss to direct report. Of course the type of question is also important, interrogation techniques do not apply here.
  • Makes time. When you stop to think about it, everything in life revolves around time. If we lived forever nothing would really matter because there would always be more time. Being considerate and taking the time to engage with other people might be one of the biggest signs that you are valued and respected. A boss who has no time for direct reports probably could improve their boss to direct report relationships significantly by making an investment in each other’s time.

Baby Boomer Boss

When we broadly consider the distribution of generations in today’s workforce and we consider those who represent any level of supervisor, baby boomers (who are supervisors) have a significant representation.

So what do you think, does your baby boomer boss respect you?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

  • 14
    Dec 16
  • -

5 Things Great Employees Want

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Have you ever stopped to think about what great employees want? I’m not thinking of things like pay or vacation days, something a little deeper and perhaps more meaningful.

great employees want appreciative strategies

Almost every employee would tell you that they would like to earn more money. Many would like a little extra vacation time, and some would probably like a little more flexibility with their schedule.

Sure they want to be paid and to have paid time off, but a deeper connection with the organization (and personal achievement) is just as important, and in some cases perhaps more important.

Great Employees Want

Here are 5 things that truly great employees want:

  1. Job Security. They care about the organization and because they are working for the future of the organization they want to know that they organization feels the same about them. Certainly any job today has its share of risks for longevity but your best employees are even more committed (and likely productive) when they feel secure.
  2. Opportunities for Growth. Sure there will always be some people who don’t aspire to move up the ladder, and let’s face it organizations need both, but many of your stars are working hard waiting for that opportunity. The trick for most organizations is to be able to plan and prepare for organizational growth. They also should have employee development systems that align with that growth. That way both the goals of the organization and your best employees can be achieved.
  3. Respect. All employees want respect, regardless of generation or position every employee expects to be respected. In most cases respect has strong connections with trust and like trust sometimes respect must be earned. The best employees will earn both trust and respect but at the same time the organization has a responsibility to reciprocate.
  4. Continuous Learning. If your organization isn’t learning, it has stopped growing. The best employees know that education is part of becoming better. Organizations with opportunities for tuition reimbursement, participation and inclusion in conferences and other outside events, bringing in contracted outside talent for training and development, as well as in-house training programs, are highly valued by employees who want a career, not just a paycheck.
  5. A Voice. Along with respect the best employees want to be both seen and heard. They want visibility and to know that they have a voice. Inclusion in strategy development and organizational change gives them a voice. No, they don’t all need to be at the board of directors meeting. They should be appropriately working within their teams at appropriate organizational levels to provide information and feedback will create a culture desired by the best.

How is your organization or employer doing? Do they measure up? Is the organization providing you with the things that you really want?

The greatest employees will give back much more in value when compared with the cost of what they receive.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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