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Happy May.
To support you in being F.I.R.S.T. (Future-Ready. Innovative. Relevant. Strategic. Trusted.), here's 1 tip and 1 quote.
1. The F.I.R.S.T. Tip
Have you ever felt disappointed about the non-performance of a team member, and struggled to communicate it in a way that inspires that person to improve?
This often happens because we tend to focus on what the person hasn’t done, or hasn’t done well. This usually feels like criticism and invokes defensive behaviours.
Instead, try this simple switch:
Firstly, state your intention up front… that you WANT them to do well, and will do whatever you can to make that happen. (Don’t assume people are aware of your intentions.) When your team member knows you are vested in their success, they would be more willing to live up to your expectations.
Secondly, share what the person should do, NOT what s/he hasn’t done. This gives them clear actionable suggestions… which they can personalise and contextualise.
For example, instead of saying, "You didn't handle that customer complaint well," you could say, "Next time, first listen to the customer so that they feel heard, understood and respected, and THEN offer two possible suggestions which the customer can pick from."
This approach makes you a more inspiring communicator. You will also be fostering a positive and productive work environment as well as a culture of continuous improvement.
Tip: Inspire with clarity rather than criticism.
2.The F.I.R.S.T. Quote
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