Tone of Voice in Written Communication

If you find yourself typing "You need to," "Needless to say," "This goes without saying," "As I have said before," or "I shouldn't have to say this again," STOP. You are being wordy at best and condescending at the worst. When giving directives, it is easy to sound like a critical parent. Avoid doing so with adults: they do not appreciate hearing or reading such a perspective. Remove the negative words, the embedded sarcasm, and the patronizing tone. Remain neutral and positive, without blame or shame.  State what is, what is not, and what will be. Keep focused on the present and future; dwelling in the past usurps energy needed for applying lessons learned.

Making Change Successful

The discussion in a recent seminar focused on change. Participants shared insights from several decades of experience.
1. Some of the reasons these erudite professionals listed for why change initiatives fail follow: the target people have no sense of urgency, are not invested in the new way, are invested in the old ways, are not uncomfortable enough, had ineffective introduction, had improper implementation, had poor articulation, had inconsistent messages and outcomes, had a lack of essential resources, and/or had little accountability.
2. What are the reasons you have for poor performance? The poor performance that comes out of a reluctance or a resistance to change results from these possible factors: individuals do not agree, they do not understand, they are not committed, they are not valued and do not value the change, they do not know how to make the change happen. What factor follows you the most in your career?
3. There seems to be a continuum that includes five stages for people to navigate through change: deny (the status quo stage), resist (the "no, because" stage), watch/wait (the "maybe" stage), accept/comply (the "yes, but" stage), and advocate (the "yes, and" stage).
4. Would there be less early resistance if managers and leaders referred to change by another name, such as opportunity, initiative, or plan?
5. In addition, five characteristics of change emerged: change takes time, it must be chunked into steps or phases, it must be related directly to the individuals who are to make the change, it is first often perceived negatively and pessimistically, and it is endured best one hour at a time.

Change disrupts comfort, disturbs habits, and interrupts perspective and priority.Change requires you to embrace risk, to take a chance on doing something different for the sake of making improvement. How will you use this information to address the next change you face? How can you find a sense of control in the midst of the change to make your efforts successful?

Innovation v. Creativity

I am working on a program for mediators on the topic of innovation. Previously, I wrote a program on critical and creative thinking--that I call "crucial thinking." I want to differentiate the creative and crucial thinking from innovative thinking for the seminar participants. Mediators talk about "creative solutions." What about innovative solutions?  My research suggests the creative aspect has to do with changing form, size, number, or style, while innovation changes function and process. Recently, my imagination has been captured by toilet paper commercials--Yep, you read that correctly. Pressed images on toilet paper are creative, not innovative. Enlarging the roll of paper is creative, not innovative. Decorating the paper roll or printing a reminder on it for the user to change to another roll would be creative. Storing used rolls inside the Empire State Building would be creative (and irritating for those with offices there!). Removing the roll and making a roll-less toilet paper product to conserve is moving toward innovation. Yet, innovation would be changing the purpose of the roll, not just eliminating it. Use the roll as a paper hinge to hold two posts, and attaching that to another apex of a paper roll folded in half to accommodate two more posts to stand upright with four legs. Drape a sheet over the joint point to make a teepee-like structure for a toddler. That would be innovative! Now, how you are you being creative in your life? How are you being innovative? Watch children to observe innovation! Challenge your work team to be innovative.

2015 Conflict ResolutionTip

Discourage "Broken Triangles" by assisting people in speaking directly and respectfully to one another. Be careful to avoid speaking on behalf of another. It is best for all relationships if disputing individuals work out their differences face-to-face and voice-to-voice, together in a psychologically and physically safe environment. So if Person A asks Person B to complain to Person C on behalf of Person A, Person B will contribute to the relationship damage by doing so. However, Person B can help by coaching Person A through a rehearsal of a conversation with Person C. Person B can also act as a mediator with Persons A and C with their mutual permission. Call in a professional mediator if needed.

2015 Teamwork Tip

Invite each team member to contribute his/her strengths to the team as strengths on which the team can depend. Identify the skill sets the team lacks and seek future team members who possess those skills and abilities. Use creative recognition and intermittent reinforcement to support the team. A catered pizza party for lunch or a silly competition with another team will spark performance. Watch talent engagement and retention rise!

2015 Written Communications Tip

To avoid Writer's Block, jump into the middle of your topic to develop your points. Write through the conclusion, and then return to the introduction. In the opening, connect your reader's interests, needs, and wants to the topic and your purpose. Make sure you tell your reader what you want your reader to know (information), understand (education and development), believe (ethics and values), feel (human connection), and do (action).

2015 Presentations Tip

Add questions and answers just before your close--not after it. Your opening and ending are your power positions to plant your message into your audience's memory. Q&A in the end position can undermine your message, so prepare a summarizing story or tagline that your audience will want to remember after their questions are answered.

2015 Leadership Tip

If feedback shows lack of trust is an issue, look to your accountability measures. You will discover excuses and blaming will diminish desired results. Where does human performance lack commitment, competence, and follow-through? Fill those gaps with affirmative visions and steps for success.