Category: Executive Leadership

8 Attributes of Supportive Communication

Good day Team,

Here’s one of my favorite challenges that I’m often asked to republish.

The coach’s challenge for the week is about the 8 attributes of supportive communication. Please see below. They speak for themselves.

8 Attributes of Supportive Communication

� Problem oriented, not person oriented – focus on how problems and issues can be changed rather than on people and their characteristics (”How can we solve this problem”, Not “Because of you this problem exists)

� Congruent, not incongruent – focus on honest messages in which verbal statements match thoughts and feelings (”Your behavior really upset me”, Not, “Do I seem upset? No, everything is fine.”)

� Descriptive, not evaluative – focus on describing an objective occurrence, describing your reaction to it, and offering a suggested alternative (”Here is what happened, this was my reaction; here is a suggestion that is acceptable”. Not, “you are wrong for doing what you did.”)

� Validating, not invalidating – focus on statements that communicate respect, flexibility, collaboration, and areas of agreement (”I have some ideas, but do you have any suggestions?” Not, “You wouldn’t understand, so we’ll do it my way.”)

� Specific, not global – focus on specific events or behavior, avoiding general, extreme, or either-or statements (”You interrupted me three times during the meeting.” Not, “You’re always trying to get attention.”)

� Conjunctive, not disjunctive – focus on statements that flow from what has been previously said and facilitating interaction (”Relating to what you just said, I’d like to raise another point.” Not, “I want to say something (unrelated to and/or regardless of what you just said.”))

� Owned, not disowned – focus on taking responsibility for your own actions by using personal “I” words (”I have decided to turn down your request because…” Not, “You have a good idea but it wouldn’t get approved” or, “I liked your proposal, but Kim said we should use another.”)

� Supportive listening, not one-way listening – focus on using a variety of appropriate responses; with a bias toward reflective responses, (”What do you think are the obstacles standing in the way of improvement?” Not, “As I said before, you are making too many mistakes. You’re just not performing.”)

Try using some of these suggestions in your communications this week. You may find your listeners to be much more open and willing to continue the conversation!

Have a great week!

Kathleen

Kathleen Doyle-White
Pathfinders Coaching
(503) 296-9249

© Copyright 2008 Pathfinders Coaching, Scout Search, Inc., all rights

Observing Your Stress Levels and Some Tips For Better Balance

Good day, team,

Lately, one group of my clients is going through a particularly stressful time. From what I can see, their stress is a result of uncertainty about the company’s direction and confusion about who’s in charge. This is a deadly combination for people trying to understand what they’re responsible for and where they fit in, not to mention for getting results.

The state of mind that often prevails in stressful environments is disengagement. Frankly, it’s just too difficult to work in a place where you don’t know what you’re working toward, so you just show up every day, and you don’t commit to anything: It’s not safe to do so. Entire work forces can become unproductive in these circumstances, so I think it’s important to understand more about what’s actually happening to us when we become too stressed.

Here is an excerpt about the chemistry of stress from “Social Intelligence and the Biology of Leadership” by Daniel Goleman and Richard Boyatizis; it appears in the September 2008 edition of the Harvard Business Review. (The entire article is well worth reading.)

“When people are under stress, surges in stress hormones adrenaline and cortisol strongly affect their reasoning and cognition. At low levels, cortisol facilitates thinking and other mental functions, so well-timed pressure to perform and targeted critiques of subordinates certainly have their place. When a leader’s demands become too great for a subordinate to handle, however, soaring cortisol levels and an added hard kick of adrenaline can paralyze the mind’s critical abilities. Attention fixates on the threat from the boss rather than the work at hand; memory, planning and creativity go out the window. People fall back on old habits, no matter how unsuitable those are for addressing new challenges.

“Poorly delivered criticism and displays of anger by leaders are common triggers of hormonal surges. In fact, when laboratory scientists want to study the highest levels of stress hormones, they simulate a job interview in which an applicant receives intense face-to-face criticism—an analogue of a boss tearing apart a subordinate’s performance.

“Researchers likewise find that when someone who is very important to a person expresses contempt or disgust toward him, his stress circuitry triggers an explosion of stress hormones and a spike in heart rate by 30 to 40 beats person minutes. Then, because of the interpersonal dynamic of mirror neurons and oscillators, the tension spreads to other people. Before you know it, the destructive emotions have infected an entire group and inhibited its performance. Leaders are themselves not immune to the contagion of stress. All the more reason they should take time to understand the biology of emotions.”

Your challenge this week is to check your stress levels and try to regain balance for your heart, mind and body. Perhaps you’ve noticed a tendency to disengage when you’re at work. If that’s the case, try finding one particular thing you really love doing and focus on that for awhile. Passion naturally re-engages us, and lends us a new source of energy. Maybe you find yourself becoming negative toward your co-workers. Try getting some exercise at lunchtime to counter these feelings: Burn off that extra negative energy you’re experiencing. If you find that your behavior is having a negative impact on others, try asking for help. Allow someone you’re close to on the team know that you’re having a hard time and could use help seeing things in a more positive light. Experiment with meditation techniques. Recent studies have proven that daily meditation reduces high blood pressure, high levels of cortisol, migraine headaches, and a number of other high stress symptoms.

Whatever your experience of stress, remember that it’s not just your brain that does the work: A healthy body and an open heart are necessary to face each day as it comes, with all of its successes and failures. If you’re running at a deficit, figure out what you need to do to turn that loss into a gain. And chill out from time to time throughout the day. It might just help you think more clearly and creatively while it supports your body’s ability to be stress free.

Have a great week!

Kathleen

Kathleen Doyle-White
Pathfinders Coaching
(503) 296-9249

© Copyright 2008 Pathfinders Coaching, Scout Search, Inc., all rights reserved.

Attitude Is Everything

Good day, team,

The title of this challenge could be “atttitude is everything.” I continue to be amazed at how our attitude has everything to do with how we feel about ourselves and our lives. Here are some examples of friends whose lives have changed recently and how the changes have altered their attitude.

My friend Kimberlee realized her lifelong dream this past year by buying a home in France. Ever since she was a young child, she has dreamed of this event. After working full time through most of her adult life, she now lives in France in her new home. But having just moved there, she’s living without furniture till it arrives. She’s also living in a construction zone while the house is being renovated. When I last read her blog, she had written, “First off, imagine undertaking home repairs and renovation with someone who doesn’t speak your language. Extraordinary patience, especially—cough, cough—for a male… [smiles]. Not only that, I am sleeping on a ‘mattelasse’ he has loaned me until my bed arrives and using a one-burner camping stove for coffee and such.”

Kimberlee was very successful in her career. She had grown quite accustomed to living in comfortable surroundings, be it her home, beach house, or nice hotel rooms (having traveled a lot for business over the years). In her American life, she never would have put up with sleeping on a mattress and making coffee on a hotplate each morning. But she’s now living her dream come true, and that’s made her quite willing and happy to endure whatever hardships she encounters, knowing that someday she will have the home she has always envisioned. Her attitude toward creature comforts has changed, and what would normally be intolerable circumstances are more than bearable in light of this change.

One of my previous clients works for Morgan Stanley. Two years ago, he sent me an e-mail with a picture attached of his new multimillion-dollar condominium in New York City. He was overjoyed to have finally reached the kind of financial success that allowed him to live the kind of life in New York that he had always desired. He dined at the best restaurants, had his shirts and suits hand-tailored, had season tickets to Knicks games, and frequently went to the best Broadway plays and nightclubs. I began to worry about him raising his standard for quality of life too high when he complained that because his local dry cleaners had gone green, he could no longer get his shirts cleaned in 24 hours. He was becoming incredibly spoiled, by my view, but he felt entitled to his lifestyle, particularly since most of his co-workers were experiencing the same success and had similar attitudes.

Today, he’s lucky to still have a job. His salary is a quarter of what it was, his condominium sold for quite a bit less than what he paid, and he’s living in an apartment that’s much smaller than anyplace he’s ever lived. I reminded him the other day about his disgruntled attitude about the green dry cleaners, and he replied, “Now I feel lucky when I come upon an unoccupied machine in the laundry room at the apartment building and I have enough quarters at the same time.” His sudden change in fortune has changed his attitude dramatically. Two years ago he felt entitled to immediate service and was angry when it didn’t happened. Today, he’s grateful to be able to accomplish his chores himself.

Your challenge this week? Take a look at your attitude about your life and the way you live it. Have you lost your ability to be grateful for some of the simplest things? Have you been forced to adjust your living standards, given current economic pressures, and struggle with old attitudes that cause you to resent your current circumstances? Do you believe that because of your title at work, you’re entitled to certain privileges and perks that you don’t really need, but have grown accustomed to?

Instead, try cultivating an attitude that serves your current situation. Experiment with changing your circumstances so that you can change your attitude. I used to think I couldn’t cut my use of electricity. So I experimented by stringing a clothes line and hanging my laundry. My electricity bill went down. More important, my attitude changed about doing my laundry. It was nice to go outside to hang it, it folded better when it was dry, and my sheets smelled incredibly good when I made the bed. (I even found that my clothes lasted longer: Dryers are hard on clothes.)

Whenever I feel disgruntled and ungrateful, I try to remember this story.

A Buddhist monk once traveled to the next village to help his brothers. While he was gone, his small home burned to the ground. As it was burning, a friend from the village found the monk and told him what was happening. They ran to the home site and arrived as the last few bits of wood turned to embers. The monk’s friend looked at him with tears in his eyes and exclaimed how sorry he was that the monk had lost his home. The monk stood in silence for a moment and then, as he gazed up at the sky, proclaimed, “Ah, now I have a much better view of the moon.”

Take a hint from the Buddhist monk: It’s all in your attitude!

Have a great week!

Kathleen

Appreciating Competitive People

Good day, team,

This week, the Olympic games start in China. I’ve been watching the games on television ever since I can remember. I’m not necessarily interested in all the sports that are showcased, but I always marvel at how well-trained and highly disciplined the athletes are who make it to the competition. In reading about the upcoming events in today’s paper, I was thinking about the spirit of competition and what makes some people more competitive than others.

Competitive comes from the Latin word “competere,” which means to meet, coincide, be fitting, and to seek or ask for. Our English definition is as follows: to strive to outdo another for acknowledgment, a prize, supremacy, profit, etc.; engage in a contest; vie: to compete in a race; to compete in business.” Perhaps that’s why we use words like track meet. A competitive event actually has something to do with meeting with another to engage in a contest of some kind.

Anyway, back to my original question; Why are some people more competitive than others? In “Now, Discover Your Strengths,” Marcus Buckingham identifies competitiveness as one of the possible 34 traits a person can have. There is some truth to his observation. Some people spend their lives striving to win in almost everything they do. That’s not true of all of us, so I have to believe that some people are just predisposed to this kind of behavior. Growing up in a highly competitive family greatly influences a person to be more competitive. A friend of mine on the East Coast grew up with some of the Kennedy children. She told me that almost everything they did was in competition with other members of the family or close friends. Joe Kennedy brought up his children to be highly competitive, and we can see from history that it’s a trait that has put many of the Kennedys into high positions in business and politics.

A few years ago, my mother joined a shuffle board team at her retirement community. She was very excited, going on and on about how she had done so well in her first game and how much she was enjoying it. I said something like, “Gosh, Mom that’s great exercise for you.” She replied sharply, “I don’t do it for the exercise, I do it to win!” I suddenly realized that my mother had always tried to be the best at whatever she did, and striving for that brought her the most enjoyment. This trait often shows up in me in my inability to lose gracefully. I don’t always have to win, but I sure hate to lose!

Many of us work with people who are highly competitive. Working on the same team with such people can be difficult. Their overwhelming desire to always win leaves very little room for failure, and it’s hard not to feel judged as the competitive person continues to raise the bar and set standards that are often hard to meet. But most competitors love doing whatever they need to do to win, and their inspiration can carry a team much farther when the going gets tough. Somehow the greater the challenge, the more these competitive people dig in and ramp up their skills and energy level to try to meet it and then overcome it.

This week, see if there are people you work with or know who are highly competitive. Try to appreciate their dedication and strong desire to win. If you have a competitive streak, ask yourself what brings it out in you? When you become more competitive, is it for yourself or for the team? Do you try to use your competitive nature to help your teammates, or do you often try to overpower them? How can we use competition to work together in a more healthy and productive way?

This week, as the Olympics begin, enjoy the spirit of competition in its finest form. We’ll have the opportunity to see the winners and the losers and the lessons they learn from their extraordinary experience as they compete on the world stage.

Have a great week!

Kathleen

Kathleen Doyle-White
Pathfinders Coaching
(503) 296-9249

© Copyright 2008 Pathfinders Coaching, Scout Search, Inc., all rights reserved.

Four Capabilities of Leadership Model

Good day, team,

This week’s challenge comes from some thoughts on leadership that I read about in an MIT alumni magazine while visiting my father in Maine. People debate whether great leaders are born or made, and good evidence supports both sides of the argument.

Accordingly, some educational institutions have created programs and curriculum to build their own leaders. For example, the Leadership Center at MIT developed a Four Capabilities Leadership Model. These capabilities are sensemaking, relating, visioning and inventing.

Rather than teaching leadership, which everyone agrees is hard to do, the program teaches students to cultivate these four strengths: Using their common sense when making key decisions, creating strong relationships with others, making their vision a reality, and allowing themselves to be inventive (meaning not fearing to make mistakes or fail).

“Anyone has the potential for leadership, of course, but certain people have a greater set of skills and aptitude. Leadership starts with someone who wants to make a difference… . When people are truly motivated toward a goal or a vision, they will do it, even if they have to change themselves. In many ways, leadership starts with what’s important to you,” writes Professor Ancona of the Leadership Center at MIT.

Another course that has become part of the leadership program is improvisation. Daena Giardella, an executive coach and professional actor, writes about that aspect of the program.

“What we believe we are, or are not, limits how effective we can be as leaders. Improvisation forces you to break out of your habitual roles. You have to be ready to respond with dexterity to the moment… . You have to dare to make an impact in the scene without worrying about looking stupid or seeming silly. Improvisers learn how to manage the ‘inner critic’ voices that chatter in everyone’s head as we go through life. The inner critic might be saying, ‘Stay small, don’t get too big for your britches’ or ‘Give up, you can’t do this.’ Great improvisers and great leaders learn to play many roles and be adaptable scene to scene. In improvisation the goal is to make the other person look good and to bring out the best in the other person. An improvisation is destroyed if it’s all about me, me, me… and the same is true about leadership. Master leaders and master influencers know how to bring out the best in their teammates.”

Your challenge this week is to identify where you play the role of leader in your life and consider whether you need to improve your ability. Perhaps you’re excellent at creating a vision and translating that for others into realizable goals and objectives, but your relationship skills could use some work. Maybe you find that common sense comes quite easily to you and that you have a reputation for being street smart and pragmatic when making decisions. However, the practical aspect of your common sense may stand in the way of your ability to be innovative. What can you do to be more inventive in your approach?

More and more organizations are realizing that leadership is not just the domain of people at the top but of people at all levels. Our ability to lead has everything to do with how committed we are to our vision and to the people around us who will help us make it a reality. Don’t be afraid to examine how you lead others and what you’re prepared to do to achieve your goals. Leadership doesn’t just come naturally. It requires real work, and we all can stretch our ability to become better at it.

Have a great week!

Kathleen

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Suggestions for Setting Healthy Boundaries

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