3D Juggling 463: Customer Service

January 29, 2010 By Leave a Comment

Claire writes: ‘Why is it that I have just received the best customer service ever from the doctor’s receptionist? And I’m still annoyed? I had to book a blood test this week and went to the counter to book an appointment. The first response was: ‘You’ll have to wait for two weeks.’ When I asked whether there was anything I could do to speed that up, I was told: ‘You could go to the hospital and queue.’ I think I must have pulled an ‘Oh, no’ face. Then the receptionist said: ‘Or you could go to the cottage hospital in 2 days time. They have an appointment at 2.33pm and I can book you in now.’

At work – and at home – we only get one go at having a conversation well. If we don’t communicate well, then we begin the next one with a level of negativity on both sides. That lady gave me what I wanted and more. But after two interventions which I received as negative and unhelpful I am still left knowing she was excellent. And feeling that she was grumpy.

That’s why we advocate real play – when you have the conversation you need to have with a colleague or a customer out loud. In advance. Then you can listen to how it will be received and change or modify what you will say. Because live on the day, you only get one go. Had she given me choices from the outset, I could be telling you how great that receptionist was. But I am still left with the impression that she was grumpy.’

Love this? Do us a favour and send it to five people. Who thinks like you? You could send it to someone who would benefit from real play.

© 2010 3D Coaching Ltd
May be distributed freely. Please retain contact details: www.3dcoaching.com and send a copy/ link to info@3dcoaching.com

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3D Juggling 462:Running Stapling Clematises and Planned Neglect

January 28, 2010 By Leave a Comment

At last we have put the final 3D Jugglings up on the website and made our 3D Toolbox which is full of resources and ideas even easier to use. Over the last ten years, we have told many stories in a bid to share ideas, insights and questions to support you manage work well and still have a life. So once a month we will be sharing highlights from the archives.

There have been a fair few 3D Jugglings about Time Management including ideas about stapled weeks, clematises and planned neglect. One that people remember well is Graham’s advice ‘Don’t run too early’.

3D Juggling 375: Don’t Run Too Early

Claire writes: ‘Try the 400m on the Olympics on the Nintendo Wii, and you can fail to finish if you don’t take enough breath at the beginning. For the last week, the papers have been full of tips to marathon runners about how to last the full 26 miles. I was co-facilitating a couple of weeks ago with a man who used to be a professional footballer. As we dashed around the room with a microphone listening to people’s comments, I commented that I seemed to always be the one running to the back of the room! “Ah”, said Graham, “that’s because I learned in football never to run too early!”

Graham ran the Barcelona marathon last month. He told me that they timed every mile to make sure that they got to the finish. Quick starts in marathons are impressive, but only if they can be sustained to the finishing line!

Enthusiasm for a new project or a new job can make us want to get off to a running start. But if we want to be able to manage our energy and to be able to complete well, ‘Don’t run too early’ is good advice. ”

Love this? Do us a favour and send it to five people. Who thinks like you? You could send it to someone who runs out of steam before the end of the game.

© 2010 3D Coaching Ltd
May be distributed freely. Please retain contact details: www.3dcoaching.com and send a copy/ link to info@3dcoaching.com

Filed Under: Managing Tasks Tagged With:

3D Juggling 461: Invisible Orchids

January 18, 2010 By Leave a Comment

Claire writes: ‘The orchid we were given as an office warming present lost its flowers after a few weeks and has sat sadly on the window ledge for months looking decidedly dead. I trust that one or other of us has watered it from time to time. I have also considered consigning it to the bin. After all, what does a dead flower say about an organisation!

This morning I was listening to a client celebrate some significant changes in the culture of her organisation. It was great to hear as I can remember many conversations which were less positive. As a senior manager, she has influenced in many quiet ways and was taking stock of the changes. Others have noticed a shift in culture and are unaware that it came from her. Like the orchid, the organisation hasn’t been dramatically pruned or heavily watered. Quiet patience and a nudge here and there have taken it to the point where change is clearly visible. I moved a stake on the orchid this morning so that it can manage the weight of its new flowers. That will be our celebration of a living flower! My client has plans to celebrate what she has done in her team.

Some leaders are visible. Some leave a legacy that survives them. Some have done drastic pruning and some have elegant leaving dos when they move on but a year on, little of their legacy is left. Often it’s the invisible influencers who leave the biggest impact because the team say ‘We have done it ourselves’. The challenge, of course, is how to communicate that on your CV!”

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Love this? Do us a favour and send it to five people. Who thinks like you? You could send it to someone who you believe to be an invisible influencer.

© 2010 3D Coaching Ltd
May be distributed freely. Please retain contact details: www.3dcoaching.com and send a copy/ link to info@3dcoaching.com

Filed Under: Job Applications, leadership Tagged With: ,

3D Juggling 460: Personality clash?

January 11, 2010 By Leave a Comment

Jane writes: “Have you ever heard someone say when describing a problem between two people, ‘It’s a personality clash’? And have you noticed how this is left hanging in the air as if to say ‘That’s it, I’ve tried everything and there’s nothing that can be done to help’? Except of course that managers and organisations do try to ‘help’ – often when faced with claims of bullying or harassment or long term stress related absence. And that help often leads to more stress for the individuals concerned and their colleagues, and sometimes to formal grievances, disciplinary cases, and maybe people being moved or even leaving an organisation (along with all their knowledge and skills). And all of this takes up a lot of time, and time costs money.

So how can we help safely and sooner to minimise the impact of ‘personality clashes’ on individuals and teams?

We use DiSC profiling as a tool to help people better understand their communication preferences, the impact these can have, related benefits and challenges, and how they can adapt when working with others to minimise conflict and maximise their effectiveness. DiSC provides simple, safe language that can be used to talk about difference and help people to state their needs with respect for those of others. We have found that this really helps people who couldn’t talk to each other to have productive conversations, which in turn lead to productive working relationships. How much could this save your organisation? Who do you know who might benefit from using DiSC?

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Love this? Do us a favour and send it to five people. Who thinks like you? You could send it to someone who has a personality clash in their team.

Discuss this week’s juggling at http://www.3dcoaching.blogspot.com/

© 2009 3D Coaching Ltd
May be distributed freely. Please retain contact details: www.3dcoaching.com and send a copy/ link to info@3dcoaching.com

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Coming Soon:
21st January Action Learning Set Facilitator Training – London

http://www.3dcoaching.com/3d_training/train_to_facilitate_action_learning_sets.phtml

Filed Under: conflict, teams Tagged With: , , ,

3D Juggling 459: Wrapping Paper

January 4, 2010 By Leave a Comment

Lynn writes: “As soon as I finished the Christmas wrapping for another year, I wondered: Why do you never have the correct size paper left over? Is it just me who cuts the paper the wrong size even after measuring it? And what about all those presents that are really awkward shapes and take a degree in mechanics to work out how to wrap them?

I started thinking about how when you work with a group of people the “same piece of paper” will not fit all and trying to recycle the same idea and information may not always be effective. Similarly why do we approach those unusual people as awkward presents who are difficult to fit within our standard wrapping. How much more interesting are they to work with and when you find a way to wrap them they look so much more interesting under the tree. So in 2010 I am going to expand my wrapping skills and try patching and cutting non-rectangular paper. Perhaps I will even see what happens if I don’t wrap the presents at all… I hope this will help me better celebrate the difference within those I meet and with whom I work.”

Love this? Do us a favour and send it to five people. Who thinks like you? You could send it to someone who sends interesting gifts.

© 2009 3D Coaching Ltd
May be distributed freely. Please retain contact details: www.3dcoaching.com and send a copy/ link to info@3dcoaching.com

Filed Under: working with people Tagged With: ,