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Conflict Resolution for Businesses

by Christine Green on January 17, 2010

Whenever you have more than one human being on the same planet, in the same town or working in the same company there will be conflict. If there isn’t it’s because someone is not expressing their needs. (and yes, that’s true of intimate relationships also…except perhaps in the first few months) :)

There’s nothing wrong with conflict. It’s human nature. And it can even be fun!

Conflict in the workplace can be a productivity buster, so it’s a good idea to have a comprehensive policy and specific procedures in place to help all levels of staff develop communication skills and the ability to resolve disputes.

Here are my thoughts about what to include in your company’s  Conflict Resolution Policy:

Principles:

The company:

• Values human diversity and appreciates the individuality of all its employees and associates.

• Understands that conflict is an inevitable part of human relationships and business life.

• Views any conflict as an opportunity to learn and grow both individually and as a business.

• Commits to assist its employees in resolving conflicts and challenges as promptly, peacefully and clearly as possible.

• Encourages and will provide opportunities for staff to develop good communication skills to deepen and expand communication, empathy and conflict resolution skills for the benefit of themselves and the business.

• Encourages all levels of staff to take personal responsibility for feelings, responses and reactions in any given situation, adopting a “No Blame” approach.

• Encourages all levels of staff to seek resources for developing self awareness

Guidelines to Individuals

• An essential component of conflict resolution is a willingness and ability to identify, name and own the feelings that are aroused internally and to communicate those feelings without suppression, denial, or blame. This process alone involves a commitment to being aware and honest with ourselves, and cultivating a degree of self reflection and self management.

• All levels of staff are encouraged to attend in-house or outside communication skills training days, to assist in the growth and evolution of the company. Participation in these trainings allows for a common language when dealing with conflict.

• The conflict resolution process can occur between two parties or any number of people. This policy document exists to provide a framework for resolution between or among the parties involved.

• Confidentiality is essential for trust and safety. Participants are asked to not repeat anything that is specific and personal, unless they receive permission from the person(s) involved.

• All feelings are acceptable when owned and expressed responsibly. The process of resolving conflict is not always pretty. It can get messy. Trusting the process itself and accepting that it is unpredictable and uncontrollable, allows participants to experience the “magic in the messiness.”

• When feelings of all involved parties are actively listened to, empathized with, and the underlying need that is not being met is identified, then the possibility for resolution appears.

• When there is clear difficulty between two or more staff and one party states “this is not my problem….you are on your own” – that is not acceptable. Each party is encouraged to hold an intention of self-reflection and ownership of personal feelings. Each may ask themselves “what is my part in this?”

Procedure:

• For any conflict, waiting a day or two before scheduling the conflict resolution meeting is suggested, to allow for clarity and reflection on the topic, and time to understand the feelings.

• If a conflict arises between two staff, or a group of employees, the parties are encouraged to initially try to work things out on their own using self-reflection and the communication skills they have learned.

• If the two or more parties are unable to come to a resolution on their own or don’t feel comfortable (or “safe”) meeting one-on-one, they have the option of requesting the participation of other staff or the assistance of a facilitator, agree upon by all participants.

• At times a conflict may not be easily defined. While the issue may feel connected strongly to one person, it may also feel like a “group issue,” in which case the person or persons with the issue have the option of requesting a “Resolution Group.” This group may be comprised of a specific staff group (such as the members of one department or work team), with the understanding that any specific member’s attendance is optional unless they have been identified specifically as someone involved in the conflict.

• The conflict resolution process continues (possibly in a series of sessions) until a resolution is found. If a conflict is irresolvable and negatively impacts the company, other alternatives will be explored, including external facilitation and/or arbitration.

• During participation in a conflict resolution meeting, participants are reminded to keep an open heart and mind, empathy and compassion, and a willingness to forgive and be forgiven. This may sound non-business-like but nothing is further from the truth. Businesses are made up of people and all people feel their best and work their best when they are heard and received with empathy and compassion. An open heart and open mind is the prerequisite stance for deep listening and understanding.

• Willingness to consider changing one’s perspective on the issue is especially helpful. Within the session, each party shall have the opportunity to state their issue or conflict. Each person is given time to speak their truth uninterrupted. Ideally, an in-depth conversation takes place where all aspects are addressed, all feelings and difficulties aired and each participant has the opportunity to respond.

The Simple Format:

• The person who initiated the meeting speaks first without interruption.
• The second person then speaks uninterrupted.
• Both parties have the opportunity to respond to each other.
• This is a self-responsible conversation that works best when it includes patience and respect.
• Progress will likely be stalled if participants are defensive and closed.
• Digging in your heels is not generally conducive to peacemaking.

Things to Remember during a Conflict Resolution Meeting:
• Breathe
• Listen deeply
• Practice empathy
• Open your heart
• Open your mind
• Try to identify your triggers (comments or behaviors of others that “push your buttons” and cause a strong emotion reaction in you)
• Own your feelings without blaming the other person for your reaction (in other words, take responsibility for your triggers)

Conflict Resolution Toolkit:

Members participating in a one-on-one or small group conflict resolution process may want to utilize any or all of the resources listed below:

Trusted Facilitator: A facilitator is sometimes unnecessary but is a valuable resource. For many conflicts, the facilitator can be a trusted colleague who may play the role of witness whose presence creates a safe space for dialogue. At other times an outside professional mediator is necessary to assist the conflicted parties. It is essential that the conflicted parties agree on the facilitator if it is a colleague.

Resolution Group: The Resolution Group approach is based on the belief that personal issues are often a microcosm of company issues and that an issue appearing to be between two people, may indeed impact the whole department or an entire company and involve a wider range of issues. It can be a very powerful experience for a group to work together or witness the resolution of a difficult conflict and the positive results often extend far beyond the resolution of that one issue. A Resolution Group also has the option of using a facilitator, though if the group members have had communication skills training it may be unnecessary. That decision can be left to the person initiating the meeting.

Talking Stick: The “Talking Stick” has been used by native people for centuries and is an effective tool for assisting the communication process. It can be used in a two-party conflict or with a group. Because of the number of people involved in a Resolution Group, the talking stick is a way to assure that each party has the opportunity to speak uninterrupted. This tool is used as follows: the person who initiated the meeting holds the stick or object and speaks first. As long as someone holds the stick they are not interrupted. When that person is finished speaking they place the talking stick in the center of the group. The stick is then picked up by whomever feels moved to speak next. This continues until the meeting feels complete.

Attunement: Taking time before and during the conflict resolution session for quiet reflection to allow for “inner guidance” on the subject. This may also sound too “woo woo” for a business environment, but it is simply taking a few moments to collect ones thoughts. Call it a “reflection moment” if you wish. We have all had those “flashes of insight” of unknown origin that provide an answer or a new perspective.

Appreciation Ceremony: This ceremony may be used to begin a session with a spirit of acceptance and appreciation. The group begins with a time of silence or a guided meditation. One participant is identified as the person being appreciated. It doesn’t matter who goes first but the group can draw straws if necessary. Each participant states something positive about that person – something they appreciate. This is repeated for each participant.

Specific Process Tools:

• Reflective Listening/Paraphrasing: Ask the other party to repeat back to you in their own words what you just said. If they are unable to accurately express what you are trying to communicate, you can repeat what you said and then ask them to paraphrase again. This is a great tool for shedding light on miscommunications and having the opportunity to practice deep listening and empathy. This is something a facilitator might suggest during the session, especially if the two parties are at an impasse.

• Role Reversal: Switch roles and “play act” as if you were the other person and speak from their perspective. Then they do the same “pretending” to be you with your thoughts and feelings.

• Other tools and practices from Nonviolent Communication
Training

When it Works: Group Wisdom and “The Shift”

• The resolution process can sometimes seem “complete” or “good enough,” yet one or more participants may sense that perhaps there is more. More to be aired; more information needed; more paraphrasing and mirroring back for clarity; more time for quiet reflection. It is therefore suggested that wrapping up the session not be rushed, or that scheduling another meeting to work more on the conflict not be decided too quickly.

• Often when it might seem that there is much more to work through, a “shift” is only a few moments away. The “shift” may or may not happen but is an interesting phenomenon. The “shift” is an epiphany experience that happens to one or more participants. It can come at any moment and is an “aha!” moment of clarity that was not present the moment before. This “aha!” of true understanding of what the other person is experiencing or feeling, can shift one’s perspective dramatically.

• A shift in perspective (usually outside of the box of our own beliefs or agenda) can result in a feeling of connection and compassion for the other person, as well as some form of “surrender” from one or more parties. This “surrender” is by no means about giving in or resignation, but about “letting go” of tightly held ideas and defensiveness.

• This new perspective can shift one’s perception of the issue and of the other person. A new perception can instantly “resolve” the issue by dissolving the separateness of individual agendas. This shift is amazing to witness and even more amazing to personally experience. This phenomena may not appear every time, but with openness and willingness, there is fertile ground where “shift happens.”

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There you have it – a basic outline of principles and procedures.

Be a peacemaker in your company and in the world.

You have my permission to use any or all of what I have spelled out here, to amend or develop your company’s conflict resolution procedure. Or send a link to this article to your boss!

I know there are things I left out. Add more to your process and leave me a comment with your ideas. I’d love to hear your thoughts.

Also see my Suggested Reading page for more books that might be helpful.

Here’s to messy conflicts, open minds, great communication, and powerful peacemaking!

P.S. I’m available to help your company write its conflict resolution procedure and other policies. Get in touch and we’ll talk.
(with or without a stick!)

Conflict Resolution procedure and policy for your company

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Update Your Website Copyright-Now!

by Christine Green on December 30, 2009

No tiny detail screams “unprofessional” more than an outdated website copyright. That little line of type at the bottom of your site can translate to “another not-on-the-ball small business owner” to your visitors.

Maybe you think few people notice, but don’t be so sure. I’ve seen so many websites with copyrights two and three years old. There’s nothing with more potential negative impact that is easier to fix.

An outdated copyright raises questions from your visitors like:

  • Are they still in business?
  • Does anyone visit this website?
  • Is this web content still current?

This seemingly small inaccuracy points out your lack of attention to detail and/or ability to meet deadlines. That may not be true of you or your business, but as a web visitor, that’s the red flag in my face.

It’s the equivalent of a typo on a resume. That one simple error raises doubt about your competency and efficiency.

Many of you will have to shell out at least 50 bucks for your web manager to change those two digits. And if you are not a techie, you may not know that the date only has to be changed in one spot behind the scenes, and every page will be updated.

I know you don’t want to spend that money. But do it. And do it no later than the first week in January. And while you’re at it, update anything else that’s stale on your site. Your webmaster will likely charge the same price even with a few additional updates.

Or maybe it’s time for a Web Content Makeover. The new year is a great time to freshen up your site. What is your site lacking that your visitors will find of value?

Your website is the hub of your online presence. You can be crankin out social media posts till the cows come home, but if all that effort sends your contacts to a stale site with nothing compelling them to stay and look around, you’re wasting your time.

Make it your resolution to improve your web content. Better content means more traffic and more customers. How’s that sound for 2010?

Happy New Year and thanks for reading!

1/3/10 Update: I use the WordPress Thesis Theme for this site (and the sites I design) and I just learned how to add the code that will automatically update the copyright for me!

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Digital Reunions: Reach Out and Click Someone

by Christine Green on December 26, 2009

For those of you who still think that online connections result in avoiding face to face contact with “real” people – you are absolutely wrong – they don’t – in fact 93% of the time, digital connections do the opposite. (I made up the 93%, but that’s my sense of it)

Obviously, if you’re someone who is already disconnected and have difficulty relating to people, perhaps you will stay isolated. But if finding friends and business associates in cyberspace is the best you can do, than good for you!

But for those who want to be more connected, but perhaps are shy and don’t have a dazzling or magnetic personality, the digital world can level the social playing field and help you get more in the game of your social circles. It’s a dream come true for introverts (more about that in a future post). I feel more and more connected all the time. Being self-employed and alone in my office for most of the day, the online communities provide a welcome relief to isolation.

The digital world also provides previously impossible opportunities for lost connections. A few weeks back, an old friend from 30 years ago found me because of my strong online presence. How cool is that? I’m sure you’ve had that same experience if you have your own website or participate in Facebook or other social media venues. And all the more reason to crank up your social media efforts.

Without the Internet and search ability, there are many people I would have never seen or heard from again. We lost touch and had no way of finding each other, short of a pricey private investigator. Today we all have a number of free private investigators at our disposal. Use them – reach out and find those from your past that you want to reconnect with to say hello, to un-burn bridges, make amends, pay back the hundred bucks, offer forgiveness, or whatever. Keep it positive. Don’t look up those who will bring you down or with whom you have a bone to pick. For those folks – send them a prayer or blessing, instead.

The only word of caution about looking for people from your past, is if you are in a committed intimate relationship, it may not be wise to look up old flames unless you absolutely know you are in a clean space with them. Be honest with yourself about your motives. Tell your partner and be fully transparent in your reconnecting. And if you get together in person, invite them to your home to meet your partner. (sorry for the personal life aside, but this is a potential danger zone and deserves the advice of consciousness and caution).

Reconnecting with old friends and colleagues can also help you find a job or offer possibilities for professional collaboration or business deals. Two of my recent reunions hold this promise.

So why not cast your web of connection even farther? Do a little time travel online. Reach out and click someone! You never know what positive outcome might be in store.

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Gratitude: Don’t Just Feel It

by Christine Green on November 24, 2009

It’s one thing to feel gratitude and it’s quite another to express it…especially when you feel thankful for another person.

It’s that time of year, at least in the United States, when we reflect on the blessings in our lives. A great thing to do.

But let’s talk about all those times when we feel appreciation for something someone has done, or just for who they are in our life…and yet we don’t tell them. We think “Oh, he knows how much I appreciate the work he did on that project. I said so…didn’t I?” or “She knows how much I value her wisdom and leadership” or “My staff knows how proud I was of their presentation.”

The answer to those questions is “Maybe they do.” But the truth is, we can’t hear appreciation often enough. I read a quote recently that said something like “All that anyone really wants is to feel good about themselves” …and it went on to say that we can each contribute to others feeling good by expressing the true appreciation we feel for them.

The other thing that happens is that we express it to others, but not to the person for whom we feel the admiration or gratitude.

Whenever I hear someone say something nice about a person who is not present, I ask if they have expressed their appreciation directly to that person? Often the answer is “no,” along with an explanation about how the other person knows it. And I say “tell them again.”

This is especially important for bosses and supervisors. Tell your employees how much you value them; how much you appreciate their time and commitment. Studies have shown that what employees want most from their employer is not more money, but validation and appreciation. Gee, that’s an easy line item to add to the payroll! And yet sadly, so many supervisors don’t seem to have that currency to give.

But don’t forget – in the workplace, appreciation goes both ways. Bosses need to hear it also. Last year in my corporate job, I received a performance bonus, as did all other employees. I was hoping for more than I received but I realized that it was a “bonus,” not an entitlement. I then sent a “thank you” email to the management team. The Chief Operating Officer told me he appreciated my message. He also mentioned that out of 87 employees, only a handful thanked him for their bonus.

I feel so strongly about this subject because, to be perfectly honest I more often think critical thoughts about others (a long-standing habit stemming from my over-analytical thinking, among other things). I am a recovering criticizer, trying to shift my perspective to people’s positive traits. I want to make improvements in this arena because it’s so important to both my personal life and my business life. I certainly know how deeply touched I feel when someone tells me that they appreciate me.

The message here is simple:

  • None of us feels completely self assured or confident
  • Everyone is deeply touched by a sincere compliment
  • Expressed appreciations make people feel good
  • Why not make someone’s day?
  • Tell them specifically how you think they are awesome

And then make a commitment to look for more positive aspects of all the people in your life – even the ones who sometimes drive you crazy! (you know – the people you will be having dinner with on Thursday) :-)

Go ahead. Express appreciations. And don’t forget that special someone – yourself. Mutter it under your breath or go look in the mirror. But be bold and tell him or her….that s/he rocks!

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Boost Your Business with a Daily Belly Laugh

by Christine Green on November 20, 2009

On a regular basis I now have the wonderful experience of doubling over in hysterics every time I check my home voice mail. Why? Is some prank caller leaving funny messages? Did I subscribe to 1-800-JOKE-OF-THE-DAY? Have I become friends with Paula Poundstone?

No. I simply created a new “recorded name” for my voice mail.

When first setting up their “recorded name” on voice mail at home or at the office, many people feel obligated to not only record their full first and last name, but to do so in a serious monotone…as though they were reporting for duty on a military base.

In my last corporate job, every morning I would hear the recording of my boss sternly announcing his own name, as he checked his voice mail by speaker phone. I used to roll my eyes every time, mostly wishing  he’d turn down the volume.

Being the radical non-conformist that I am, at home and at that job, I recorded only my first name! This was a well kept secret until this moment…but now the cat’s out of the bag. (if this means losing followers on Twitter, than so be it)

A week ago, in a flash of insight, I realized that I had probably listened to myself proclaim “CHRISTINE” at least 2,732 times since I started using voice mail. I decided it was time for a change. So I pulled out the voice mail instruction booklet to figure out how to re-record whatever struck my fancy. No one had to know. I was the only one who would hear it, right? Of course. Wire-tapping in now a thing of the past.

So after hitting speed dial for my access number and pressing #3 “to change my personal options” rather than the usual #1 to “listen to my messages,” the nice little lady inside the phone instructed me how to change my “recorded name.”

Then…after the beep…in my most cheerful Elmer Fudd voice, I created my brand new “recorded name” of “KWISTINE!”

Elmer Fudd says "Kwistine!"I managed to stay composed for another nano-second – just long enough to press the # key to stop recording, and then burst into the best bout of uncontrollable laughter I’ve experienced in a long time! :-)

Now I get to crack myself up every time I check my voice mail! The great thing is that I forget it’s coming, so I have a mini fun-house experience at least once a day. An automated humor break. How great is that? I can access my homemade “laugh-on-demand”…whenever I need it.

What’s this got to do with business relationships? Plenty.

Having a hearty belly laugh once a day has the following business benefits:

  • taking a humor break is good for the mind and the soul – you will feel joy for those few moments no matter what else is stressing you
  • your joy brings joy to those around you and makes everyone more relaxed
  • a belly laugh jolts you out of your current state-of-mind, giving you a fresh perspective (always a good thing)
  • the uplifted energy opens you to any number of positive outcomes including: increased confidence, feeling more accepting of co-workers, your boss or your employees, improved communication, release of negative energy, improved health and vitality, and so much more…all of which attract more business. (it really does)

Re-recording your name on your voice mail is only one way to bring a momentary giggle into your day. Be creative and think of other ways to lighten up and “let in” all the good!

And please use the “Share This” button below to send this article along to a colleague or friend who needs it. You know who I’m talking about!

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Follow Up is NOW

by Christine Green on November 16, 2009

Gone are the days of obtaining a client by introducing yourself at an event, getting a business card and contacting them the next day. This system still has its place, but in today’s speed-of-light market you must give your potential customer a consultation on-the-spot.

Why wait? Give them value immediately.  Demonstrate your skills and knowledge, customized in that moment to the needs of the prospective client standing in front of you. If you don’t know how to do this, then learn…or you will be left behind in the dust. (a good coach can help you with this)

If you are unhappy with your current employee benefits program and you just happen to meet, not one but two, insurance brokers at a networking mixer…who are you going to call the next day? The one who tells you she offers a full range of benefits options as well as HR consulting and would love to sit down with you to go over the features of each package? Or the one who tells you how he just saved a new client 19% on their existing plan after coming up with several innovations that reconfigured their medical plan with a dual option?

If you know your website is outdated and pathetic, who are you going to set up a meeting with? The person you met at the Chamber event who told you that he is a copywriter and web designer who owns his own business in your town? Or the person at the same event, who asks you how many new clients per month come to you through your website?..if your website’s copyright date is 2 years old?..and after learning about your business, offers you two ideas that will encourage visitors to stay longer on your website?

Many of you worry that you will “give too much away.” You’ve worked hard to gain your expertise and you deserve to be paid for it. Get over it. Offering instant great value is the name of the game. It actually always has been for skilled sales people, but today it can truly make or break the thread to the next step in landing the client. Giving a mini-consultation will absolutely position you as an expert in the mind of the client. When you “show them” rather than “tell them” how skilled you are, they appreciate you and trust you. And they won’t waste time later asking about your credentials.

Your potential client will not likely remember enough of the specifics to actually implement the great ideas you gave her. But what she will remember is your interest, your brilliance, and your solution to her business problem. You’re the one she’s going to call the next day. Expect her call, and for God’s sake get back to her the same day, if not within the hour!

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Productive vs. Lazy

by Christine Green on November 4, 2009

Let’s talk about “Lazy.” I keep hearing this word – usually from high achievers referring to themselves the instant they take a moment to relax. I’ve read a lot of tweets lately with the author using the term “lazy” to refer to themselves when they weren’t working or being “productive.” I don’t know about them but to me “lazy” has a negative connotation. Webster defines it as “not eager or willing to work or exert oneself; indolent; slothful.” Other online sources offer: “disinclined to work or exertion; averse to labor; idle; shirking work.” Not exactly a description I would want to use referring to myself or anyone else.

So what’s up with this duality of being either productive or lazy? Is there no middle ground? And why do so many people refer to themselves as “lazy” when they are not doing, doing, doing? Is it not okay to relax?

How have we come to be so hard on ourselves? And how hard are we on our employees if we perceive that they are not productive 100% of the time? A recent study states that using the Internet at work is good for productivity.

Is it perhaps, not only okay, but even necessary to relax and recharge? Is a half hour of daydreaming on a lounge chair in the yard a bad thing to do? Or is it a valid human activity? Can it be necessary to soothe my neural synapses, enabling refreshed and more creative “productive time” later?

The Healing Power of Not-Doing

About 15 years ago a friend’s husband suffered brain damage from a car accident that left him cognitively disabled. Her trauma from this experience was in some ways worse than his. He was no longer himself, had violent outbursts and needed constant supervision. Previous to her husband’s accident, she was a full-time physician. After the accident, she left her medical practice and once her husband was settled in a care facility, she spent 8 months on her couch watching the trees sway outside her bay window. A few years later, once she had put her life back together, she shared with me the necessity of that healing practice. That powerful image of what she needed to do (or rather not do) for her healing, has stuck with me.

In Jill Bolte Taylor’s book My Stroke of Insight, she shares that after her stroke, what she needed most was sleep. What her brain and body needed was not more testing or the doing of “rehab,” but the soothing, nurturing, regenerative power of rest. Would we call her “lazy” for not getting back in the saddle immediately? Of course not. But yet we judge ourselves and others when we take “downtime.” Downtime? How’s that for a negative expression? “The computers are down” means they are useless. And when humans are “down” they are depressed. So perhaps we should stop taking “downtime” and instead set aside time for relaxation and renewal.

And for those of you who have people working for you – Hire the most competent and reliable staff you can find…and then trust them. Trust them to get their work done in their own way. Get off their backs. Let go of the micro-managing and allow your people the freedom to relax a little, surf the net, chit chat, etc. They will be happy. And they will be productive.

“All work and no play makes Jill a dull girl.” It also makes Jill a less creative problem solver, as well as weary and prone to making mistakes.

Let’s give Jill a break. Literally.

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Let Me See You on Your Website!

by Christine Green on October 22, 2009

Is it just me? Or do most people want to see a photo of who they might do business with online? I personally can’t imagine hiring someone to provide a service without being able to see what they look like. If it’s a product it might not be a deal-breaker for me but when your picture is not there I feel uneasy. I know I’m a visual person but I need to SEE YOU! This is a trust issue. If your picture is not there I wonder what you are hiding? This is not all that different from online dating – the profiles with photos get 90% more views.

On Facebook I have this thing that even if I know you, I am hesitant to confirm a friend request until you show your face. It’s not called Facebook for nothing you know! On that venue, I realize there might be a technical issue for people who don’t know how to upload a photo.

When I come to your business website I want to see who I am dealing with. If it’s a solo operation it’s an absolute necessity. If it’s a small to medium sized company I want to see who founded it, who runs it, etc. In that case it’s partly curiosity but it is still a trust issue. Come out of the cyber shadows and show me and tell me who you are. I have bought many products online from solo entrepreneurs and I guarantee that if you show your face and tell me something about yourself, I will head to your shopping cart twice as fast and often on my first visit to your site.

Some companies don’t mention the management team at all, much less feature their bios with photographs. Why would they not do this? The same goes for books I buy – I immediately search for the author’s photo on the back cover or inside flap – and I am sorely disappointed when all I find is text. I want to know who you are. I have always had this curiosity and desire to see who’s behind the curtain of the company with whom I am considering a transaction…or the writer who poured years of themselves into writing their novel. Okay, I rarely read novels…but when I’m reading WordPress for Business Bloggers, why can’t I see Paul Thewlis?

And now in this age of Social Media engagement for businesses, it is a necessity to have photographs of yourself and at least your top managers or partners.

Business is more and more personal. The personal touch is not just a nice addition – it is essential.

What are your thoughts on this? How important is it to you that the About Page include photos?

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Are You Open to Feedback and Learning New Things?

by Christine Green on October 12, 2009

My cat was 4 months old when I began training him to use the toilet (yes it’s all being documented on video!). He was young and open-minded (for a cat), very smart and eager to please me. He’s not a fuddy-dud, but is flexible, adaptable and trainable (coachable)…and is therefore handling the changes with ease. I’m proud of him and expect he’ll do well in business as an adult. :-)

Ziggy on Toilet

How good are you at learning and adapting to new things? Are you open to embracing the leading edge of marketing your business? Are you coachable? Are you? Or do you think you understand everything about your business and how it should be managed and promoted? How open are you to hearing feedback about yourself and/or you business? In this age of transparency, can you not only get on board with full disclosure but open your mind and muster your courage enough to “get” the feedback you receive?

My observation is that business owners can often have a narrow view of their company and themselves. They can be defensive about their management and marketing approaches and have difficulty hearing new ideas.

Are you over-protective of your business stance? Do you feel personally offended when your business approach is questioned? Is it ever questioned? If not, why not? Who are you “not asking” for feedback? Your colleagues? Your employees? Perhaps you feel that your “door is always open.” But is it really? Or more specifically – is you mind as open as your office door? Do you solicit feedback from insiders and outsiders? If not you are probably missing out on the biggest (and least costly) business building tool – honest feedback.

As a recovering “know-it-all,” I know how easy it is to feel sure of your position and approach to your business. But I now know that there might be an approach or an attitude that is beyond my knowledge at this time – one that could help my business succeed more easily and more quickly…once I get out of its way; once I seek the resources I need to expand my vision.

The question to ask yourself on a regular basis is “What might be an obstacle for my business that I do not see? What attitude of mine might need an adjustment?” Or even better “Who can I trust to tell me the truth about a business-sabotaging behavior that I am unable to recognize?”

Do you have the courage to be that open? that vulnerable? that inquisitive? that courageous? Are you willing to do whatever it takes (in a positive sense) to create success for your company? Even if it means letting your guard down or feeling the discomfort of vulnerability when you admit that you may not have all the answers?

Many small business owners tell themselves that they financially “can’t afford” a consultant or coach to assist them. If this sounds like you, I invite you to ask yourself if the reason you can’t afford the perspective of a skilled outsider is financial or emotional? Is it your pocketbook that can’t handle the reality shake up or is it your ego?

If you really want to be on the cutting edge – do something really radical. Take an in-depth look at the way you are running your business! Dare yourself to seek out honest input and double-dare yourself to listen to it! It doesn’t have to come from a paid consultant. Ask a respected colleague. But do it.

Be like my cat. Be coachable.

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True Choice: Six Steps for Optimal Decision Making

by Christine Green on September 29, 2009

As explained in my last post, Yes/No Decision Making is often the norm in businesses and organizations. Here’s that process in a nutshell: when an interesting idea is presented by either an organizational insider or outsider, there is a tendency for the group to respond using the Yes/No decision making process. The consideration discussion may be brief or in-depth, but the process solely considers the adoption or rejection of the idea.

This article offers a more expansive, and perhaps even best practice approach, that I call the True Choice Decision Making Process.

Generating ideas and potential solutions is a creative process that should be encouraged in any business or organization. The following procedure facilitates a conscious and comprehensive assessment of all ideas presented beyond the “thinking out loud” stage.

Applying this procedure guides and informs “True Choice” that transcends the simple “Yes/No” process. Funneling ideas through these six steps helps manage an organization’s decisions by creating an efficient flow of direction and continuity.

Step One: IDENTIFY THE NEED

  • What need will be fulfilled by the adoption of this idea? (i.e. what problem will it solve?)
  • Clearly identify the need and put it into a succinct written statement.

Step Two: BRAINSTORM

  • What other options or ideas could also satisfy the identified need?
  • Create a list of as many options or avenues as possible.

Step Three: CONTINUITY

  • Will adopting this idea contradict any previous decisions?
  • Will adopting this idea fit within the current direction of the specific project and overall mission of the organization?
  • If the answer to question #2 is no, don’t dismiss the idea too quickly. If it involves a change in direction, consider it within that context. A separate meeting may be necessary for its consideration.
  • Are there any other continuity issues to consider while assessing this idea?

Step Four: PRE-DECISION

  • With the information gathered in Steps 1 through 3, is there enough information and clarity to continue consideration of this idea?

Step Five: TENTATIVE ADOPTION

  • If the previous four steps have been followed and the decision-makers feel the idea is indeed the best solution to the identified need or problem, the decision can be adopted tentatively.

Step Six: DISCERNMENT PROCESS/ FINAL DECISION

  • In this final stage of deciding to adopt the original idea, the decision-makers can participate in whatever research or discussions they feel necessary to make an informed, conscious decision.
  • Simplifying aspects or adding addendums and other fine-tuning can produce the final optimal decision. The True Choice decision.

At any phase in this process it may become clear that the original idea is not the best way to address the identified need and that while the idea sounds appealing, it may be a distraction or diversion from the forward movement of the project or organization.

What decisions are facing you today, that can be funneled through this process?

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