In the realm of job interviews, where first impressions are paramount and every response could tip the scales, candidates often leverage structured frameworks like the STAR (Situation, Task, Action, Result) and CARL (Context, Action, Result, Learning) methods to articulate their experiences. While these methods provide a solid foundation for crafting coherent and concise answers, they often miss a crucial component—the "why." As briefly highlighted in one of my recent articles, adding the "why" to your responses can transform a straightforward narrative into a compelling story that resonates with your interviewers on a deeper level. The Essence of "Why" The "why" delves into your motivations, thought processes, and the principles that guide your decisions. It's the underlying current that drives the actions you took in a given situation, shaping the outcomes and learnings that followed. When you incorporate the "why" into your STAR or CARL responses, you're not just telling the interviewers what you did; you're showing them who you are. Enhancing the STAR Method with "Why" Situation: Suppose you were tasked with leading a project to reduce manufacturing defects in a factory. Beyond just setting the scene, explain why this situation caught your attention or was assigned to you. Perhaps you had a knack for identifying process inefficiencies, or you were passionate about improving product quality due to previous customer feedback you analysed. This adds a layer of personal investment and initiative. Task: When you were assigned to decrease the defect rate by 30% within six months, discuss why this goal was critical for the company. Maybe it was about reducing costs, improving customer satisfaction, or a personal challenge you were eager to take on because you saw it as an opportunity to demonstrate your problem-solving skills and impact the bottom line positively. Action: Detail the specific actions you took, such as implementing a new quality control process, and crucially, why you chose this approach over others. Perhaps you conducted research that showed this method had success in similar industries, or you had prior success with such techniques. Highlighting your rationale showcases your decision-making process and ability to strategise effectively. Result: Share not only the achievement of reducing defects by 35% but also why this result was significant. Maybe it led to a substantial cost saving for the company, enhanced customer satisfaction, or set a new standard for production excellence. Connecting the result to its broader impact demonstrates your understanding of business implications. Infusing CARL with "Why" Context: If you were dealing with a low team morale situation, elaborate on why this context was particularly challenging. Was it during a peak season, or amidst organisational changes? Highlighting the difficulty level showcases your resilience and ability to manage under pressure. Action: Describe the steps you took to address the issue, such as organising team-building activities or implementing a new feedback system, and importantly, why you chose these specific actions. Perhaps you had witnessed their effectiveness in past roles, or they were based on team members’ suggestions, showing your willingness to listen and adapt. Result: Upon improving team morale, explain why this outcome was crucial. Did it lead to increased productivity, reduced turnover, or a more positive workplace culture? Linking the result to its wider significance demonstrates your leadership impact and strategic thinking. Learning: Reflect on what you learned from the experience, focusing on why these learnings were pivotal for your personal and professional growth. Maybe you gained insights into the importance of active listening, or you discovered a new leadership style that better suited your team. Discussing the "why" behind your learnings illustrates your capacity for self-reflection and continuous improvement. By enriching your STAR and CARL responses with the "why," you create a multi-dimensional portrait of yourself as a candidate. It's not just about what you've done, but why you did it, what drove your decisions, and how it shaped you. This approach not only provides a richer context for your interviewers but also allows them to see the person behind the accomplishments, making your narrative more relatable and impactful. About the Author - Little Red Notebook
Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, a manager wanting to enhance their leadership, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. Explore, discover, and create with Little Red Notebook today.
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In the journey of professional and personal growth, the roles we choose to undertake significantly shape our experiences and our sense of fulfilment. Two primary categories emerge as pivotal in the quest for a meaningful life: roles that we are passionate about and roles that facilitate our love for life. Both are indispensable, and discerning between them is crucial for nurturing a balanced, contented existence. Roles That Ignite Passion Pursuing roles that you love is akin to adding fuel to your inner fire. These roles are directly aligned with your passions, interests, and areas of intrinsic motivation. They resonate with the core of who you are, making work feel less like an obligation and more like an extension of your being. The joy derived from engaging in what you love doing naturally enhances your creativity, productivity, and satisfaction. This category includes careers and vocations that you are inherently drawn to, whether it be in the arts, sciences, education, or any field that stirs your enthusiasm. Embracing roles that you love, however, extends beyond career choices. It also encompasses roles in voluntary capacities, hobbies, or side projects that fulfil you. The essence is to engage in activities that make your heart sing, offering an outlet for your passions and talents. Roles That Support Your Love of Life Equally important are roles that support your love of life. These are roles that, while they might not directly ignite your passion, facilitate a lifestyle that allows you to pursue your passions. They are the scaffolding upon which a fulfilling life is built, providing stability, financial security, and the means to enjoy the aspects of life that bring you joy. Such roles might offer flexibility, proximity to loved ones, or the opportunity to travel—factors that contribute to a high quality of life. Choosing roles that support your love of life involves pragmatic considerations. It’s about finding a balance between practicality and passion, ensuring that your job sustains your well-being and supports your broader life goals. For some, this might mean roles that offer the freedom and resources to travel, pursue hobbies, or spend time with family. The Intersection: Where Passion and Practicality Meet Ideally, the ultimate goal is to find roles that lie at the intersection of what you love doing and what supports your love of life. This sweet spot is where your passions and practical needs align, offering both fulfilment and sustainability. However, such alignment might not always be feasible, and that's where the distinction between the two types of roles becomes critical. Embracing Multiple Roles In today's multifaceted professional landscape, it's increasingly common and entirely acceptable to juggle multiple roles that fit into either or both of these essential categories. The gig economy, technological advancements, and changing societal norms have all contributed to a more fluid understanding of career paths, allowing individuals to craft a mosaic of roles that together fulfil their needs for passion and practicality. This approach not only diversifies income streams but also enriches personal growth and experiences. It's a recognition that one job might not encompass all aspects of one's passions or lifestyle needs, but a combination can create a harmonious balance. By embracing multiple roles, individuals can enjoy the creativity and satisfaction from their passions while ensuring they meet their practical needs, thus sculpting a more fulfilling and resilient life. This modern take on career development reflects a dynamic response to the evolving work environment, where the blend of different roles can lead to a more holistic form of personal and professional satisfaction. Steering Clear of Misalignments It's equally important to recognise and steer clear of roles that don't fit into either category. Engaging in work that neither fuels your passion nor supports your desired lifestyle can lead to dissatisfaction, burnout, and a sense of stagnation. Life is too short to be spent in roles that drain your energy and offer little in return. Conclusion In summary, the pursuit of roles that either resonate with your core passions or support your desired lifestyle is crucial for a fulfilling life. It's about striking a balance between what sets your soul on fire and what keeps the flames of your life burning brightly. Whether you find yourself in roles that you love, roles that support your love of life, or, ideally, roles that do both, the key is to ensure that your professional journey enriches your existence rather than detracts from it. By consciously choosing roles that align with these criteria, and embracing the possibility of multiple roles to meet these needs, you set the stage for a life of satisfaction, purpose, and joy. About the Author - Little Red Notebook
Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. Explore, discover, and create with Little Red Notebook today. In today's interconnected and globalised world, diversity is no longer a token to be filled; it is an integral part of an effective and innovative team. It has become more important than ever to harness the power of diversity through what is known as "Superteams." This approach combines the strengths of individuals from diverse backgrounds to create an inclusive, innovative, and highly productive team. What Are Superteams? Superteams are highly diverse groups of people who bring together their unique skills, backgrounds, experiences, and perspectives to address challenges and solve complex problems. Unlike traditional teams that tend to be homogeneous and hierarchical, Superteams are characterised by a high degree of heterogeneity and a flat structure, where every team member's input is valued and respected. Superteams are not just about bringing together people of different races, genders, and nationalities. They also comprise individuals with different experiences, talents, cognitive styles, and skills. When managed effectively, these diverse teams have the potential to drive innovation, improve decision-making, and ultimately enhance organisational performance. The Power of Diversity in Superteams Diversity in Superteams doesn't just refer to visible attributes such as race, age, or gender, but also includes diverse thinking styles, skill sets, experiences, and backgrounds. Here are several ways diversity fuels Superteams: 1. Broader Perspective: Diversity encourages a broader perspective, facilitating a more comprehensive understanding of problems. This ability to see a problem from different angles drives innovative solutions that might not be evident to a homogenous group. 2. Improved Decision-Making: A diverse Superteam contributes to more balanced and robust decision-making. The varied experiences and backgrounds of the team members can help identify potential risks and solutions that a more homogenous team may overlook. 3. Increased Creativity: Different backgrounds, experiences, and perspectives lead to a wide range of ideas and insights, driving creativity and innovation. A diverse Superteam can produce more creative and innovative solutions than a team where everyone thinks alike. Building and Managing Superteams Building and managing a Superteam requires more than just assembling a diverse group of people. It demands thoughtful leadership, an inclusive culture, and structured collaboration. Here are some key steps: 1. Inclusive Leadership: Leaders must actively promote an environment where all members feel valued, respected, and heard. Leaders should ensure that every member feels comfortable sharing their ideas and experiences and that these are given due consideration. 2. Clear Goals: Establishing clear, shared goals is crucial to harnessing the power of Superteams. While diversity can bring a range of perspectives and ideas, it can also lead to conflicts. Clear goals can help align diverse individuals towards a common purpose. 3. Structured Collaboration: Effective collaboration is key to leveraging the strengths of diverse team members. This involves creating spaces and processes for shared decision-making, collaborative problem-solving, and open communication. 4. Continuous Learning: Superteams thrive in an environment of continuous learning. Encourage team members to learn from each other's experiences and perspectives. This not only improves team performance but also fosters mutual respect and understanding. Embracing the Power of Superteams In an era of complex problems and rapid change, Superteams offer a powerful approach to drive innovation and performance. By harnessing diversity, we can create teams that are more than the sum of their parts. However, to truly unlock the power of Superteams, organisations must commit to inclusive leadership, clear communication, and a culture of continuous learning and respect for diversity. By embracing diversity and fostering an environment of inclusion and respect, we can harness the power of Superteams to solve our most complex challenges, drive innovation, and build a more inclusive and productive society. About the Author - Little Red Notebook
The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Hello there! Whether you're just starting your career or you're a seasoned professional, navigating the job interview process can be a daunting task. I've been a career coach for many years, and I often encounter individuals unsure of how to make a lasting impression during an interview. In my experience, one question stands out as a crucial tool for those looking to make a mark and gain valuable insight into their potential future role. The question is: "Imagine we are sitting here 12 months from now and I and the team have had an awesome year. What would be my achievements?" This question provides a win-win situation for both the interviewer and interviewee. On one side, it exhibits the candidate's forward-thinking approach and their eagerness to contribute to the company's success. On the other, it offers an opportunity to explore the employer's expectations, thereby helping the candidate to determine if the role aligns with their career goals. Here's how this one question can change the course of your job interview: 1. Showcasing Long-Term Thinking Employers appreciate candidates who think beyond the immediate scope of the job. By asking about what your achievements would look like a year down the line, you are demonstrating your ability to plan and think about long-term goals. It shows that you're not only interested in getting the job, but you're also committed to making significant contributions once you're in the role. 2. Understanding Expectations This question can reveal the employer's expectations of the role you're applying for. The answer will shed light on the specific results the company hopes to see, helping you understand whether you're equipped to deliver these results. It gives you a chance to match your skills and abilities to the objectives of the job. 3. Revealing Growth Opportunities Asking about your potential achievements a year from now allows the interviewer to hint at the opportunities for growth within the role. Their response could give you a sneak peek into possible promotions, new skills to be learned, or new sectors of the company you might be contributing to. 4. Demonstrating Initiative Employers want to hire proactive employees. By posing this question, you're showing that you're not afraid to take the initiative and hold yourself accountable. It's a subtle way of communicating that you're ready to hit the ground running, and you're keen on making an impact. 5. Making an Informed Decision Lastly, the answer to this question can help you decide whether the job aligns with your career trajectory. If the projected achievements align with your personal career goals, it's a good sign that the job is a good fit. If not, you might want to reconsider whether this is the right opportunity for you. So, in your next job interview, don't shy away from asking this powerful question. It will not only help you stand out from the crowd but will also equip you with the knowledge needed to make an informed career decision. Remember, an interview is not just for the employer to learn about you, but also for you to learn about the employer and the role you're applying for. In the end, asking the right questions during an interview can make all the difference. A well-posed question like the one above not only reflects your readiness to take on the role but also highlights your strategic thinking abilities and commitment to contributing to the company's long-term success. Happy interviewing! About the Author - Little Red Notebook
The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. I often think back to the various workplaces I have been in and how those environments affected my work performance as an autistic employee. Some of these workplaces allowed me to weave my unique magic, creating outcomes no one could have imagined, whilst others tore my heart and soul into pieces to the point that I just had to leave, often broken and scared to step into a workplace again.
This may seem extreme, but I can assure you as a neurodiverse person, this is how the workplace can impact on our work, lives, and belief in self. Neurodiversity refers to the natural variations in brain function and cognitive processes among individuals. As an employer, it's important to recognise and support the unique strengths and abilities of neurodiverse employees. In this article, I share my ten ideas for managers on how to make their neurodiverse employees shine.
About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. In today's rapidly evolving business landscape, creativity has become a vital element for success. The ability to innovate and come up with unique solutions to complex problems has become a crucial factor for a company's survival. Embracing creativity in the workplace is more than just a buzzword; it is a necessary strategy for companies to remain competitive and grow.
So, what is creativity? It is the ability to create something new and valuable that stands out from the rest. It is not just about generating ideas but also about implementing them effectively. Creativity can be harnessed in various forms, such as creative problem-solving, product development, and process improvement. When organisations embrace genuine creativity, they can create a culture that encourages and supports the development of new and innovative ideas. Here are some tips on how to embrace creativity in the workplace: Encourage Risk-Taking One of the key factors in encouraging creativity in the workplace is to create an environment that encourages risk-taking. Employees should feel empowered to take risks and not fear failure. Failure can be a valuable learning experience and an opportunity to improve the process for the next attempt. Companies that foster an environment that embraces risk-taking will benefit from a culture of creativity and innovation. Foster Collaboration Collaboration is an essential ingredient in fostering genuine creativity. When employees from different backgrounds and skill sets work together, they can bring unique perspectives to the table, which can lead to innovative ideas. Organisations that encourage collaboration between departments and teams can benefit from increased creativity and problem-solving. Allow Time for Creativity It is important to allow employees to have time to be creative. Organisations that focus solely on productivity and efficiency often overlook the importance of creativity. By allowing employees to have time for creative thinking, they can come up with new ideas and ways of doing things that can have a significant impact on the company's success. Embrace Diversity Diversity is a critical element in embracing creativity in the workplace. When organisations have a diverse workforce, they can tap into a range of experiences, perspectives, and skills that can help generate new ideas and approaches to problem-solving. Organisations that embrace diversity and create an inclusive culture can benefit from increased creativity, innovation, and a broader range of perspectives. Celebrate Successes Finally, celebrating successes is an essential part of embracing genuine creativity in the workplace. When employees see that their ideas and contributions are valued, they are more likely to continue to be creative and come up with new ideas. By recognising and celebrating the success of employees, companies can foster a culture that values and supports creativity. Embracing genuine creativity in the workplace is more than just a trend; it is a necessary strategy for organisations to remain competitive and grow. By encouraging risk-taking, fostering collaboration, allowing time for creativity, embracing diversity, and celebrating successes, organisations can create a culture that values and supports creativity. When employees feel empowered to be creative, they can generate new ideas and solutions that can have a significant impact on the company's success. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Top 15 work skills for 2025
1 Analytical thinking and innovation 2 Active learning and learning strategies 3 Complex problem-solving 4 Critical thinking and analysis 5 Creativity, originality and initiative 6 Leadership and social influence 7 Technology use, monitoring and control 8 Technology design and programming 9 Resilience, stress tolerance and flexibility 10 Reasoning, problem-solving and ideation 11 Emotional intelligence 12 Troubleshooting and user experience 13 Service orientation 14 Systems analysis and evaluation 15 Persuasion and negotiation Source: Future of Jobs Survey 2020, World Economic Forum. Need help in developing yours or your employees future skills, contact me and let's get started. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Neurodiversity in Leadership, Neurodiverse Managers, Authentic Leadership, Innovative Thinking, Attention to Detail, Direct Communication, Persistence, Neurodiverse Teams, Neurodiversity Benefits, Inclusive Workplaces, Neurodiverse Advantage, Neurodiversity and Innovation, Neurodiverse Strengths. Change is an inevitable part of organisational life, and leaders must continually assess and adapt to changing circumstances to ensure the organisation’s success. Effective change management requires a strategic and intentional approach that involves six critical C's: Context, Courage, Care, Conversations, Clarity, and Compassion.
Context - Understanding Why the Change is Chosen The first critical C of change management is Context, which includes understanding why the change is chosen. Leaders must clearly communicate the reasons behind the change initiative and how it aligns with the organisation’s mission, vision, and strategic goals. Without a clear understanding of why the change is chosen, employees may feel confused or demotivated, leading to resistance or apathy towards the change initiative. Leaders must also consider the external context, such as the competitive landscape, industry trends, and customer needs. The decision to initiate change may be driven by external factors, such as changes in consumer behaviour, technological advancements, or shifts in the regulatory environment. When leaders understand the context of the change, they can better plan and execute the change initiative. They can also communicate the benefits of the change to employees and the context in which the change is happening, which will increase buy-in and reduce resistance. For example, if a manufacturing company decides to implement a new quality control system, leaders must communicate to employees that the new system is designed to improve the quality of the company's products, which will enhance customer satisfaction and increase the company's market share. Courage - Listening and Responding to Stakeholder Feedback The second critical C of change management is Courage. Change management can be a challenging and sometimes difficult process, and leaders must have the courage and wisdom to listen and respond to stakeholder feedback. Leaders who genuinely listen to feedback and respond demonstrate a willingness to adapt to changing circumstances and to make tough decisions. They also build trust and credibility with their teams and other stakeholders, which will increase engagement and reduce resistance to change. Listening to feedback requires leaders to create a culture that encourages open and honest communication. Leaders must provide opportunities for all stakeholders to share their thoughts and ideas about the change initiative, ask questions, and express concerns. Leaders should also respond to any feedback, addressing concerns and providing solutions if possible. Responding to stakeholder feedback demonstrates that leaders value and respect input from outside leadership group which, in turn, helps build a sense of shared ownership of the change initiative. For example, if a company is implementing a new performance management system, leaders must provide opportunities for employees to share their feedback and concerns about the new system. They should also address employee concerns by providing training, resources, or support to help employees adjust to the new system. Care - Caring for External Stakeholders Affected by the Change The third critical C of change management is Care, which includes caring for all stakeholders affected by the change. Change initiatives can impact employees, customers, suppliers, partners, and other stakeholders, and leaders must consider how the change will affect these parties. Caring for all stakeholders requires leaders to communicate the change initiative's impact and involve these stakeholders in the change process where possible. Leaders must understand the needs and expectations of all stakeholders and work to ensure that the change initiative aligns with these needs and expectations. For example, if a company is introducing a new product line, leaders must communicate the change to customers and address any concerns they may have about the new product. They should also involve suppliers in the change process to ensure that the new product can be manufactured and delivered efficiently. Leaders must also consider the potential risks and challenges that the change initiative may pose to all stakeholders. For example, if the change involves a shift in business strategy, leaders must consider the impact on existing partners and work to address any potential negative consequences. Caring for external stakeholders can help ensure that the change initiative is well-received and supported. Conversations - Open Communication and Collaboration The fourth critical C of change management is Conversations, which involves fostering open two way communication and collaboration among all stakeholders involved in the change initiative. Conversations should be a constant strategy of all leaders. Conversations about what is not working, what needs to stop or even listening from all stakeholders for opportunities to grow and adapt. Effective change management requires a collaborative approach where all stakeholders are involved in the change process, before and after, and have opportunities to share their thoughts and ideas. Clarity - Clear Goals, Roles, and Expectations The fifth critical C of change management is Clarity, which involves setting clear goals, roles, and expectations for all stakeholders involved in the change initiative. Clarity is essential for effective change management, as it helps ensure that everyone is working towards the same goals and has a clear understanding of their roles and responsibilities. Leaders must communicate the change initiative's goals and objectives clearly, outlining what they hope to achieve and how they plan to achieve it. They should also set clear expectations for employees, teams, and departments, outlining their roles and responsibilities in the change process. Setting clear goals, roles, and expectations helps ensure that everyone is working towards the same outcomes and has a clear understanding of what is expected of them. It also reduces confusion and ambiguity, which can lead to resistance or disengagement. For example, if a company is implementing a new customer relationship management system, leaders must communicate the system's objectives and how it will be used to improve customer relationships. They should also set clear expectations for sales teams, outlining their responsibilities for using the system and how it will impact their performance metrics. Compassion - Empathy and Support The final critical C of change management is Compassion, which involves showing empathy and providing support to all stakeholders involved in the change initiative. Change can be stressful and disruptive, and leaders must show compassion and provide support to help employees, teams, and departments adjust to the change. Leaders should be empathetic to the challenges that employees may face during the change process, such as changes in job responsibilities, uncertainty about the future, or fear of job loss. They should also provide support in the form of training, resources, or counselling to help employees adjust to the change. Compassion is also important when communicating with external stakeholders, such as customers, suppliers, and partners. Leaders must be empathetic to the impact that the change may have on these stakeholders and provide support where possible. For example, if a company is undergoing a restructuring that may result in job loss, leaders must show empathy to affected employees and provide support in the form of career counselling, job search resources, or other forms of assistance. Effective change management requires a strategic and intentional approach that considers the six critical C's: Context, Courage, Care, Conversations, Clarity, and Compassion. By understanding the context of the change, demonstrating courage in listening and responding to feedback, caring for external stakeholders, fostering open communication and collaboration, setting clear goals and expectations, and showing empathy and support, leaders can successfully implement change initiatives that drive organisational success. SJ delivers change management workshops and provides management coaching on both the strategic and operational elements of change management. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organizational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalized coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Neurodiversity in Leadership, Neurodiverse Managers, Authentic Leadership, Innovative Thinking, Attention to Detail, Direct Communication, Persistence, Neurodiverse Teams, Neurodiversity Benefits, Inclusive Workplaces, Neurodiverse Advantage, Neurodiversity and Innovation, Neurodiverse Strengths. This article is provides a brief outline of my four pillars for excellence in customer service. These pillars are explored in more detail in my workshops and coaching for Excellence in Service. Click here to go to the the Excellence in Service page.
Delivering excellent customer service is a critical aspect of any role that involves interaction with customers. As a customer service provider, your ability to provide excellent customer service can determine your success in the role, as well as the success of the organisation you represent. To achieve excellence in customer service, it's important to establish a foundation built on my four key pillars: legacy, ready to serve, curiosity, and impact. Pillar 1: Legacy Your legacy as a customer service provider is your reputation, and it's built through the quality of the interactions you have with customers over time. Providing excellent customer service can create a positive legacy that lasts for years to come, while poor customer service can lead to a negative legacy that can take years to overcome. It's important to understand the impact your customer service has on your legacy, the legacy of your colleagues and the organisation you represent and strive to always provide excellent service. Legacy also refers to the impact you leave on the customer after an interaction. A positive legacy means that the customer is left with a positive impression of you and the organisation you represent, while a negative legacy means that the customer is left with a negative impression. This can be achieved by going above and beyond in serving your customers, providing personalised service, and resolving any issues or concerns in a timely and professional manner. Leaving a lasting impact on the customer, building trust, and creating a loyal customer base is also important. By providing excellent customer service and establishing a positive legacy, you are not only benefiting the customer, but you are also setting yourself up for success in your role and future roles. It's important to remember that the energy you leave behind each day and after you leave the role also contributes to your legacy, so it's crucial to ensure that it is positive and professional. Pillar 2: Ready to Serve Being ready to serve includes both being prepared and arriving ready to serve customers with their needs and questions. This requires proper training, having the right resources and technology at your disposal, and being proactive in anticipating and resolving customer issues. Additionally, it also involves being physically and mentally present when interacting with customers, showing up on time, and having a positive attitude. Being ready and arriving ready to serve instills confidence in your customers and demonstrates your commitment to providing excellent customer service. It's also important to park your personal life issues before you enter the workplace, so you can arrive ready to serve with a clear and positive mindset. If you are unable to do this, then it is your responsibility to talk to your supervisor so that the organisation can take steps to ensure customer service standards are not compromised and that you are looked after as a valued employee. Pillar 3: Curiosity Curiosity is an important aspect of excellent customer service because it allows you to understand your customers on a deeper level. This can be achieved by asking questions, listening to feedback, and being open to new ideas. By being curious, you can gain a better understanding of your customers' needs and preferences, which can help you tailor your service and offerings to better meet their needs. Additionally, the positive interaction that stems from being curious can contribute to building trust and establishing a positive legacy with the customer. Pillar 4: Impact The impact you have on your customers can be the most significant factor in determining the success of your customer service efforts. It's not enough to simply have the intention of making a positive impact, it's important to understand the actual impact you are having on your customers. Making a positive impact on your customers will not only retain those customers but can also attract new ones through positive word-of-mouth. Focus on making a positive impact by delivering solutions to your customers' problems and providing value-added services. Continuously seek feedback from customers to understand the impact you are having and make adjustments as needed. It is also important to remember that as a customer service provider, you are not only required to deliver excellent customer service to your external customers, but also to your internal stakeholders. Your colleagues, suppliers and employer are also customers of your services, and they deserve the same level of excellence in customer service that you provide to your external customers. This includes being responsive, courteous, and professional in all of your interactions with them. By delivering excellent customer service to your internal stakeholders, you are setting a positive example and creating a culture of excellence within your workplace. Furthermore, it can lead to increased cooperation and teamwork, which can result in improved overall performance and a more positive work environment for everyone. Therefore, it is crucial to remember that delivering excellent customer service is not just limited to external customers, but extends to everyone you interact with, including your internal stakeholders. Excellence in customer service is essential for the success of anyone within your organisation. By focusing on the four pillars of legacy, ready to serve, curiosity, and impact, you can create a foundation for providing excellent customer service that will lead to increased customer satisfaction and loyalty. Whether you are a beginner in the customer service field or an experienced professional, these four pillars are the keys to success in delivering the best customer service possible. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Neurodiversity in Leadership, Neurodiverse Managers, Authentic Leadership, Innovative Thinking, Attention to Detail, Direct Communication, Persistence, Neurodiverse Teams, Neurodiversity Benefits, Inclusive Workplaces, Neurodiverse Advantage, Neurodiversity and Innovation, Neurodiverse Strengths. Balancing the demands of work and personal life can be a challenging task in today's fast-paced world, but it's essential for our overall happiness and well-being. While many people strive for a "work-life balance," the reality is that this mindset can lead to neglecting our personal needs and desires. Instead, it's crucial to shift our focus to "life-work balance."
What is life-work balance? Life-work balance is about putting equal emphasis on both our professional and personal lives, and recognising the interdependence of these two aspects of our existence. It's about finding a balance that allows us to be productive and successful at work, while also maintaining our physical, mental, and emotional health, and pursuing our personal interests and relationships. In essence, it's about balancing our responsibilities and commitments at work with the activities and relationships that bring us joy and fulfillment in our personal lives. Why is life-work balance important? When we prioritise life-work balance, we are more likely to experience:
Why is life-work balance better than work-life balance? Work-life balance focuses on balancing the demands of work with the demands of personal life. This can lead to a mindset where work takes priority, and personal life is seen as something to fit in around work commitments. On the other hand, life-work balance puts equal emphasis on both aspects of our lives, recognising that both are important for our overall well-being. This shift in mindset can lead to a more holistic approach to life, where we prioritise our personal and professional lives equally, leading to greater happiness and fulfillment. Finding balance between our professional and personal lives is essential for our overall happiness and well-being. By prioritising life-work balance and recognizing the interdependence of our personal and professional lives, we can experience increased productivity, improved physical and mental health, stronger relationships, and a greater sense of purpose. So, next time you think about work-life balance, consider changing your mindset to life-work balance, and strive for a happier and more fulfilling life. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. We believe in the power of mindfulness and the incredible potential of neurodiversity, and through our personalised coaching services, we aim to ignite this potential in everyone we work with. Explore, discover, and create with Little Red Notebook today. Neurodiversity in Leadership, Neurodiverse Managers, Authentic Leadership, Innovative Thinking, Attention to Detail, Direct Communication, Persistence, Neurodiverse Teams, Neurodiversity Benefits, Inclusive Workplaces, Neurodiverse Advantage, Neurodiversity and Innovation, Neurodiverse Strengths. |
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