Tag: empowerment

Fictitious

FabrizioLeave a comment

Anchor your thoughts, feelings, opinions to facts. For as much as it is possible to do so.

If you think that your team is on the right track, anchor that thought to some solid evidence.

If you feel that things could be better, anchor that feeling to some solid evidence.

If you believe that version A is better than version B, anchor that feeling to some solid evidence.

Numbers, money, events, external input. Go there to find confirmation, and go there often and repeatedly.

If you don’t, you live and act in a fictitious world.

More than

FabrizioLeave a comment

Customer service is more than answering customers’ questions and complaints.

A community of users is more than setting up a forum where they can communicate with each other.

Customer focus is more than interviewing your customers on a regular basis.

Customer experience is more than asking customers how likely they are to recommend your brand.

And yet, that’s where most companies stop.

Definition

FabrizioLeave a comment

The longer you can be without defining a situation, a person, a thought, an outcome, the more you can enjoy the moment.

When you define you draw boundaries. You set differences between what is good and what is bad. You start aiming for something different while at the same time clinging to the desire that the definition will always be valid. You build, for yourself and others, a world that is much smaller than its potential.

Defining is natural, it’s an attempt to take control of the unknown.

And the longer you can be without it, the more chances you will have.

Because you care

FabrizioLeave a comment

Sometimes you listen because you want to know. Sometimes you listen because you care.

It might seem like a minor distinction, but the questions, the attitude, the subjects are very different whether it’s one form of listening or the other.

When you listen because you want to know, your questions are direct and closed. You look for easy answers, answers you can process and understand instantly. It’s usually about trivial topics, and the act of listening is in fact a way to reassure yourself that everything is as it should be.

When you listen because you care, your questions are wide and open. You are not even looking for answers. If they come, they will probably impact the person giving them much more than they impact you. It’s usually about deep change, and the act of listening is a way to unlock new potential.

Uncomfortable

FabrizioLeave a comment

When you feel uncomfortable, the first immediate reaction is to point the finger and fix something outside of your reach. You might yell, give clearer instructions, take ownership, write a negative review, demote, reject, shut down.

But of course, that works (for you, perhaps) only until the feeling is back – for the same reason, or a different one.

And so, a better approach is to ask: What is this? Where does it come from? What can I do to make the feeling bother me less? (vs. What can I do to make the feeling go away? – which often leads to one of the reactions above.)

You might even end up getting rid of the feeling altogether, but that is not the point.

The point is being with, letting go, accepting.

Because, in the end, it’s not that bad.