Career Success with Liz Bywater

Customer Disservice

2010-02-08T07:30:00.000-05:00

A few months ago, I decided it was time to get my daughter a cell phone. Not as a vehicle for endless calls and texts with friends, not to download the latest apps, not to spend endless hours playing Brickbreaker or Sudoku. The phone was a "just in case" kind of thing. The only "bell or whistle" was the $5/month text messaging package, so that she could text me, her Dad, her grandparents or other essential guardian-types without doing major financial damage.

I signed her up with the wireless carrier I've used for years. Without naming the company in question, let's just say it's one of the major carriers. Let's also say that their customer service - or disservice - is the inspiration for this post. Without going into excruciating detail, here are the basics:

The young woman who sold me the phone apparently did not apply the $5/month texting package to my daughter's line. After a few months of surprisingly high phone bills, I finally caught on to what was happening. My daughter was sending close to 200 texts/month (based upon her 250 "paid" texts) and I was getting charged 25 cents for each and every one.

There were some other errors, as well, all of which added up to significant overcharges to my account.

Again, to save you the gory details (although it feels sorta good to vent my extreme level of frustration about all of this), I'll simply tell you that my carrier's customer service was atrocious. I spoke with two customer service reps, a supervisor and the young lady who sold me the phone in the first place. Nobody was willing to help. Apparently, it was all my fault, for not having checked my bill and complained early on in the process. According to the supervisor who ultimately took my call, "If it was that important to you, you would have checked the bill and called us right away." I told him that his comment was a fabulous way to calm down an angry customer and to keep up the good work.

Long story short, there's still tremendous value in trusting your customers and doing the right thing. Sure, you'll sometimes come across someone who's trying to pull a fast one. You'll think to yourself that no, the customer is not always right. But more often than not, your customers and clients will have valid concerns. Hear them out, make reasonable accommodations, take responsibility if you haven't met their needs.

A happy customer is a repeat customer. A satisfied client will refer you to others. Bottom line, good customer service builds a great reputation, is the right thing to do and will serve you and your clients extremely well.

Until next time...

Liz

Spotlight on Leadership: Relationships Matter

2010-02-01T08:00:00.008-05:00

I love my job. I get to work with incredible clients – bright, successful, motivated individuals who possess the courage and commitment to keep getting better. What’s not to love about that?

Many of my clients are mid to senior level executives who have already accomplished a great deal in their careers. For some of these executives, coaching provides a way to ensure success in a new or expanded role. For others, coaching helps to enhance and strengthen their effectiveness as leaders within their organizations. And for others, coaching offers a way to improve the communication, collaboration and overall performance of their teams.

Although the context varies - in terms of the particular challenges being faced, the specific opportunities to be leveraged, as well as the functions and industries in which my clients work – there are several themes that repeatedly emerge. Communication. Collaboration. Influence. Leadership. And the common thread among these? Relationships. Interacting effectively and successfully with others toward a positive outcome.

Relationships in the workplace really do matter. And for leaders, mastering the relationship “thing” is simply essential. The fact is, it is only in the context of meaningful, trusting, genuine relationships that leaders are able to influence others, communicate a compelling vision and rally the enthusiasm, support and commitment of their people.

Here are some tips for developing and sustaining key relationships:

Make a list. Write down all of the stakeholders with whom you interact and whom you must be able to influence or otherwise engage. This should include your direct reports, your peers, your boss, senior leadership, even your admin. Clients, customers and business partners are important, too. Be certain not to leave anyone out.

Rate your relationships. On a scale of 1 to 5, rate each of these relationships. How strong are they in terms of trust, candor and respect? How are the quality and adequacy of communication? Reflect upon recent conversations, conflicts and collaborative endeavors. A score of 5 means the relationship is nearly perfect. A score of 1 means the relationship is in dire straits. Most of your relationships will probably fall somewhere in the middle.

Build upon your strongest relationships. Be sure to sustain these healthy relationships. All relationships require active maintenance so don’t become complacent. Continue to engage in open dialogue. Reach out on a regular basis. Connect over a cup of coffee or a bite of lunch. You’ve got a good thing going. Make sure to keep it up.

Fix what’s broken. If things have faltered in one of your relationships, find a way to remedy the situation. Have the difficult conversations. Find out what you may have done to contribute to the poor quality of the relationship. See what needs to happen in order to make things better. It won’t always be easy but, more often than not, you will be able to improve a damaged relationship. And that’s a good thing for all involved.

Seek feedback. Don’t forget to periodically check in with each of your key stakeholders. You’ll want to examine what’s going well in your relationships and what can be improved upon. These needn’t be touchy-feely conversations. Instead, they should be focused on the quality and quantity of interaction, communication and collaboration. Offer and ask for concrete examples of what’s working well and what isn’t. This will put you in a great position to enhance and improve upon these vital relationships.

Effective Goal-Setting Tip #6: Don't Give Up!

2009-10-27T10:05:00.001-04:00

Never give up on your goals, no matter how challenging they may be.

"Anything worth having is worth working for." Does this ring a bell? I remember hearing this admonition countless times from my parents and teachers throughout my childhood. While I didn't recognize it at the time, I now see the simple wisdom and truth of that statement.

The fact is, achieving meaningful goals takes time, effort and a whole lot of perseverence. Think about Olympic athletes. Can you even imagine dedicating yourself in the way these young people do, throughout their childhoods, to developing their talents? Their commitment and the sacrifice are absolutely astonishing. It takes many years of tireless practice and self-improvement before these athletes can qualify for the Olympic games. And what a thrill it is to see them reach the pinnacle of success. An Olympic medal. The gold. A new world's record. Remarkable stuff.

These athletes have a lot to teach us about tenacity and perseverence. They know that there's no side-stepping the time and effort involved in reaching our goals, whether large or small. The greater the accomplishment, the more tenacity required. Hey, it took Thomas Edison 10,000 tries before he got it right with the electric light bulb.

Take a lesson from Edison. Never give up on your goals, no matter how much frustration or disappointment you may face along the way.

Success may be just around the corner.

Until next time...

Liz

Effective Goal-Setting Tip #5: What's the Point?

2009-10-20T09:34:00.001-04:00

To set relevant goals, you've got to ask yourself, What's the point? Why am I shooting for this goal? Does it really mean something to me? To my family? Will it help further my career? Will it improve my relationships? Make me stronger, healthier, better able to manage stress? What's the significance at this particular point in my life?

In other words, why bother?

If you can't identify the relevance of a given goal, chances are it's not so relevant after all. And if it's not relevant, you probably won't try all that hard to achieve it. Why should you? Your time is valuable and you've got a lot on your plate. Why push yourself to accomplish something that's just marginally relevant, if that?

Setting goals is a useful activity that can lead to tangible and intangible rewards but only when you remember to build upon Strengths, find your Motivation, build in Accountability, and find the Relevance. Oh and there's just one more thing to bear in mind. Achieving even the best-laid goals is challenging work. It takes time, dedication and real effort. Not to mention tenacity in the face of setbacks. Check back soon for more on the role of Tenacity in achieving your goals.

Until next time...

Liz

Recession? Coulda Fooled These Shoppers!

2009-10-12T09:14:00.000-04:00

Took the kids to the outlets earlier this month, looking for boots for my daughter (didn't find what we needed) and an ice cream for my son (found exactly what we were looking for!). I'm not sure what I was expecting to see. The last time I visited the outlets was years ago and I recall seeing hoardes of shoppers loaded to the gills with shopping bags. But that was before the Great Recession. It was a time when people spent their money freely and sometimes excessively. I didn't imagine things would look the same this time around.

Was I ever wrong! The place was absolutely mobbed. Wall to wall people. Some were even waiting in lines to get into their favorite shops (including the Coach outlet and the Ugg store). What's more, they were obviously doing more than window shopping. Multiple bags in tow, they made their way across the vast retail complex.

Does this suggest that the Great Recession is truly lifting? Is consumer confidence on the rise? While my visit to the outlets doesn't qualify as a rigorous economic analysis, I was certainly encouraged by what I saw.

What do you think? Are we finding our way out of the woods?

Perhaps more to the point, are you ready for the Great Recovery?

Until next time...

Liz

Effective Goal-Setting Tip #4: Keep Yourself Accountable

2009-10-06T12:47:00.006-04:00

You'll be amazed at how diligent you can be when someone else is watching.

All right then, time to get back to goals. We've already covered the Strengths and Motivation aspects of SMART goals, so let's move on to Accountability.

The basic fact is this: Without accountability, it can be awfully difficult to follow through on our promises. And, in some ways, that's what goals are. They are promises that we make to ourselves - and sometimes to our bosses, our peers, our clients, our spouses or our kids. Even the very best of intentions and the best laid plans can go astray if we don't build in that accountability piece.

So here's how it works. Find someone who cares whether you reach your goal. This might be a boss, a coworker, a friend, a family member, you name it. This person cares about you and wants to see you succeed. And he (or she) is willing to lend a hand in making that happen. He'll be honest, forthright and clear in giving you feedback on the progress you've made. He'll cheerlead your successes. Just as important, he'll give it to you straight when you're falling short of your goal.

Enlist this person as your accountability partner, or SMART partner. Let him know what you're looking to accomplish and how you're going about it. Stay connected and reach out when you've hit a stumbling block or simply need some prodding.

You'll be amazed at how much more diligent you can be when someone else has his eyes on your progress.

Who will your SMART partners be?

Until next time...

Liz

Flying in V-Formation

2009-10-01T08:00:00.004-04:00

The Goose Story

This fall when you see geese heading south for the winter, flying together in "V" formation, you might be interested to know what science has discovered about why they fly that way: We know that as each bird flaps its wings, it creates uplift for the bird immediately following. By flying in a "V" formation, the whole flock adds at least 71% greater flying range than if each bird flew on its own. Whenever a goose falls out of formation, it suddenly feels the drag and resistance of trying to do it alone, and quickly gets into formation to take advantage of the lifting power of the bird immediately in front.

When the lead goose gets tired, he or she rotates back in the wing and another goose flies point. The geese honk from behind to encourage those up front to keep up their speed. Finally, when a goose gets sick or is wounded by gunshots and falls out, two other geese will also fall out of formation and follow him down to help and protect him. They stay with him until he is either able to fly or until he is dead, and they then launch out on their own or with another formation to catch up with the group.

If we have the sense of a goose, we will stand by each other like that.

- Source Unknown

Working in isolation just doesn't make sense.

The truth is, we are so much more effective, creative, energized when we work in partnership with others. Toward a shared vision, a common goal. Helping one another along the way. This type of collaboration, so far from hindering our success, instead brings it nearer, more rapidly and easily than if we attempt to go it alone.

Teamwork, delegation of responsibility, and mutual accountability are vital factors in optimizing performance. In fact, it is only when we fly in V-formation that we — as individuals and members of the larger community — can truly soar.

Effective Goal-Setting Tip #3: What's Your Motivation?

2009-09-23T09:06:00.002-04:00

Okay, let's get back to our discussion of practical goal-setting. As you may recall, we were talking about setting goals that build upon your strengths. (You do remember this, right?) Quick review: My take on SMART means setting goals that are based on Strengths, Motivation, Accountability, Relevance and Tenacity.

Let's talk about motivation.

The simple truth is, reaching your goals means changing your behavior. Doing more of this, less of that, trying something new. And make no mistake, modifying behavior is incredibly difficult work. It's so much easier to keep doing things the same old way. Not necessarily better but usually a whole lot easier.

That being said, if you really want - or need - to make some changes, you'll have to tap into some serious motivation. Why do things differently? Why push past the natural resistance to change? What's in it for you?

Here's how it might play out. Let's say your goal is to sit down to dinner with your family every night rather than working late and grabbing a Big Mac on the way home. To achieve this goal, you'll need to make some serious changes. You'll have to be more efficient with your time. You'll need to start saying no to 11th hour requests at the office. You'll have to delegate more often. You may have to wake up and begin your day an hour earlier each morning. All of this will take a lot of effort and planning. It won't be easy.

That's why motivation is so important. Ask yourself: What's the upside of making these changes? What's in it for me? Well, a warm dinner home with your family for starters. A chance to reconnect with your spouse and kids. More time, perhaps, to catch up on the day's headlines, flip through a magazine, go for an evening walk, toss the ball to Fido, jump on the treadmill for 20 minutes. The possibilities are endless.

And you know, when you think of it that way, the benefits really start to outweigh the challenges. You see the value. You push yourself to make it happen. You reach your goal.

It's all in finding the right motivation.

Until next time...

Liz

Global Creative Economy Convergence Summit Just Three Weeks Away

2009-09-14T08:30:00.002-04:00

Just three weeks until my presentation at the Global Creative Economy Convergence Summit (GCECS) in Philadelphia! I'm one of three panelists speaking about Interns and Mentors as Tools of Innovation. I’ll be discussing the many benefits of mentoring - to the mentor, the mentee and the organization - and I’ll provide practical tips for selecting a great mentor and doing what it takes to make the most of a mentoring relationship. Here's the "official" workshop description:

Companies are constantly examining ways to be more productive, more cost-effective and foster employee loyalty. Examine strategies for using interns and mentors as effective tools for today’s creative economy and the businesses that own that sector, as well as ways to establish professional relationships and positive connections that increase company and location retention.

The Summit takes place on October 5 and 6, 2009, at the Philadelphia Convention Center. My workshop kicks off at 2pm on the 5th. So come on out for what promises to be an incredible event, filled with dynamic presentations and fabulous networking. Keynote speakers include Elizabeth Gilbert, Best-selling Author of Eat, Pray, Love, Peter Shankman, Founder of HARO (Help A Reporter Out), Jane McGonigal, Director of Game Research and Development, Institute for the Future, and Randall Kempner, Executive Director, Aspen Network of Development Entrepreneurs.

For additional details and registration information, check out the GCECS website. I hope to see you there!

Until next time…

Liz

Business Communication Tip #31: Avoid Buzzword Overkill

2009-09-09T13:12:00.004-04:00

I just read Tom Musbach's Yahoo! Hot Jobs article on the 10 most overused buzzwords in the workplace. The article presents some good, practical advice on when, how and whether to use common corporate catchphrases, such as leverage, reach out and game changer. Tom asked me to provide some guidelines for his readers. You can check them out here.

The long and short of it? Effective communication is all about adding value and being understood. Keep communication crisp, clear, meaningful and relevant. You'll make your point more clearly and have a greater impact - at work and at home.

Until next time...

Liz

Effective Goal-Setting Tip #2: Build Upon Your Strengths

2009-09-02T13:41:00.003-04:00

Why is it that we so often try to correct for our shortcomings and pay little attention to we do best? Think back to the last self-improvement goal you set for yourself. Did it have anything to do with losing 15 pounds? Or maybe getting just a little botox around the eyes? Hair Club for Men sound familiar?

What flaw did you decide to fix or undo?

The fact is, we do this to ourselves all the time. We focus on our weaknesses. We take our strengths for granted. Which is not the way to get especially good at anything.

In order to set goals with real impact, goals that bring you from good to great (or from great to absolutely unstoppable), you've got to change that old mindset and start building upon your strengths. Take stock of what you do well and keep getting better at it.

Are you a creative thinker? How can you expand upon your creativity? What can you do to turn your creative ideas into innovative new products or services?

Perhaps you're great with people. Go with it. How do continue to sharpen your interpersonal skills? How can you use your people savvy to drive your business forward? To advance your career?

Or maybe you're a technical type. (No typecasting intended. I know that techies come in various shapes and sizes. None of which, I'm afraid, looks like me. Hey, I know my strengths and my weaknesses. Technology: definitely not a strength!) Ask yourself what you can do to draw upon your technical competence. How do you stay on top of the latest developments in order to use your talent to its fullest potential?

So give it some thought and be honest with yourself. Do you craft your goals around weaknesses or do you take what you already do well and keep building toward excellence?

Go ahead, I challenge you, figure out where your strengths and talents lie. And remember, truly SMART goals should be built upon Strengths, Motivation, Accountability, Relevance and Tenacity. Coming up next: Motivation.

Until next time...

Liz

Effective Goal-Setting Tip #1: SMART is Just the Start

2009-08-27T16:30:00.002-04:00

I had a great time speaking at the Career Networking Group last week about Practical Goal-Setting: From Good Intentions to Great Achievements! The audience was wonderfully engaged throughout the talk, which made it a terrific event for me and for them. We discussed my spin on the SMART approach to goal setting and focused on ways to make it here-and-now useful for each participant.

Chances are, you're familiar with the traditional SMART technique. The idea is to make your goals Specific, Measurable, Attainable, Realistic, and Time-Based. And, in truth, I think this approach has actually got some merit. It transforms general good intentions - think, My team will be more effective - into actionable, measurable goals - think, My team will improve productivity by 20% over the next 6 months through focused, weekly team meetings and delegation of individual and group responsibility for specific tasks.

You can get as specific as you'd like with a goal like this. In some ways, the more specific, the better - as long as you keep it realistic and attainable. There's nothing less motivating than setting a highly specific goal that no one can possibly achieve.

The issue isn't that SMART doesn't work. Quite often, it does. The problem is that it's a dry, mechanical approach to goal setting. It doesn't do much for Napoleon Hill's "A goal is a dream with a deadline." (Check out my August 17 blog entry for more on this.) The traditional SMART technique is simply that - a technique. It's the necessary-but-not-sufficient framework for effective goal setting.

To move beyond the basics - to create goals that reflect your dreams - try my spin on SMART. Craft goals that are based in Strengths, Motivation, Accountability, Relevance and Tenacity. Check back soon, as I'll tackle each of these elements, one by one, to help you develop meaningful, inspiring goals - the kind of goals that bring you that much closer to fulfilling your dreams.

Until next time...

Liz

A Goal is a Dream...

2009-08-17T08:30:00.001-04:00

A goal is a dream with a deadline.

- Napoleon Hill

I am just now putting the finishing touches on my upcoming talk (as in, this Thursday, August 20th) for the Career Networking Group of Basking Ridge, NJ. The topic: Practical Goal-Setting: From Intent to Achievement!

It's a talk I've given before but I always like to revise and tailor my speeches for the given audience. In revamping my comments for Thursday's group, I decided to include the above quote by Napoleon Hill. I think it's really a terrific way to think about goals. The fact is, we live in a world of deadlines, quotas, to-do's and must-do's. Often we are asked to pursue goals that don't have much personal meaning or significance. And while we can probably pull them off - at least to some extent - achieving someone else's goals isn't likely to provide us with a strong sense of accomplishment, pride or fulfillment.

So let me ask you: What are your dreams? How can you set inspiring goals to help you fulfill those dreams?

I'll be writing a number of posts over the coming weeks to help you set goals with personal and professional meaning, relevance, and motivational staying power. Tune in for more. And if you happen to be in Basking Ridge on Thursday, come join me. The event is free and open to the public. I hope to see you there!

Until next time...

Liz

Take Control of Your Time

2009-08-10T10:42:00.005-04:00

Take control of your time. You'll be amazed at how focused, efficient and productive you can be.

Okay, here it is, almost 11:00 on a Monday morning, and I haven't yet made an appreciable dent in today's list of important and time-sensitive tasks. Now don't get me wrong, I haven't exactly been sitting around eating Bon Bons. (Makes me wonder, does anyone actually sit around eating Bon Bons? Surely there are other ways to kick back and kill a little time. But I digress...) In the past couple of hours, I've answered emails, read a couple of good articles, posted some timely tweets and engaged in a variety of other useful but non-urgent activities.

Does this sound familiar? How often do you find your morning, afternoon, even your entire day slipping away as you engage in a host of never-scheduled-yet-always-there-to-steal-your-attention, time-sucking activities?

Time is a precious commodity. As we all know, there are never enough hours in the day. So here's where I encourage you to do as I say, not as I (sometimes, I must admit) do. Decide what you absolutely must accomplish in a given day. Schedule these essential and perhaps time-sensitive activities for the very beginning of the day. Tackle them before you scan the morning's emails and don't allow yourself to get distracted. See how much you can achieve before 11 am.

When you take charge of your time in this way, you'll be amazed at how focused, efficient and productive you can be.

Until next time...

Liz

Weathering the Storm

2009-08-03T09:55:00.005-04:00

I woke up this morning to the sound of robins chirping outside my window. Their lovely singsong chatter came from a new nest, hidden beneath the leaves of the magnolia tree in my front yard. My 6 year-old son and I watched it being constructed just last week. If you've ever watched a bird making a nest, it's really kind of an amazing process. Twig after twig, strand after strand of grass are carried to the "construction site" until the nest is sturdy and strong.

I was quite relieved to see the nest, still in fine shape, following the monsoon-like rains we've had over the past few days. The birds had built an amazingly solid foundation that kept them safe in the midst of some pretty fierce storms. They made it through, the sun is shining once again, and life goes on.

Now that our own collective storm is passing - and signs do show that the Great Recession is finally coming to an end - how prepared are you to meet the opportunities that await? Are you looking ahead with optimism? Are you ready to shake off the gloom and fear that have been holding us back?

The recovery is coming. Be prepared. Your attitude - and your actions - will impact how you emerge from this powerful but passing storm.

Until next time...

Liz

Career Success Tip #17: How to Stand Out in the Crowd

2009-07-28T08:30:00.001-04:00

Sometimes it really is the small stuff that makes all the difference.

On my drive home from an out-of-town meeting yesterday, I decided to make a quick stop at the bank. The branch I stopped at isn't my home branch, so this was my first time there. It was pouring outside and I made my way to the entrance of the bank with umbrella, purse, and car keys in hand, trying not to get completely drenched.

When I got to the entrance, there was a bank employee waiting there, holding the door open for me, smiling warmly and welcoming me. Now, while my local branch is full of friendly and helpful employees, no one has ever held the door and welcomed me in this way. I have to tell you, it felt very nice. This same fellow opened the door for me when my transaction was complete, thanked me for my business and wished me a wonderful day. Again, very nice.

Was this extra layer of customer service really necessary? Would I have noticed or missed being welcomed to the bank, had there been no one waiting at the door? Certainly not. But it was a lovely added touch that made me want to return to that branch in the future.

So here's something for you to consider: How do you differentiate yourself from colleagues and competitors? How do you make yourself especially valuable and memorable to your clients, boss or team?

To truly stand out in the crowd, you've got to go beyond simply doing your job well. Instead, you've got to go the extra mile and add value in a unique and impressive way.

After all, sometimes it really is the small stuff that makes all the difference.

Until next time...

Liz

The Importance of Stretch

2009-07-20T12:49:00.006-04:00

To be successful and fulfilled in your career - and in life - remember to stretch yourself on a consistent basis.

Earlier this month, I flew out to California and had the great delight of hitting the beach in Carlsbad (San Diego area) with my three awesome nephews and wonderful sister-in-law. As I wasn't traveling with my own kids, I took advantage of the opportunity to kick back on my beach chair, open a leisure book and simply relax. I watched my nephews hit the waves on their boogie boards and smiled and waved as my sister-in-law succumbed to their earnest requests that she join them in the water. Looked like fun, but hey, I was in relaxation mode.

Until, that is, my nephew, Noah, asked me to boogie board with him. Now this kid is sweet as can be and, in truth, very difficult to refuse. So, despite my desire to just vegetate in my beach chair, my concern about the 'chilly' water, and just a bit of trepidation about hitting the waves, I got off my behind and joined him in the surf. He gave me some pointers on catching the waves properly and offered me his board.

Let me tell you, it was one of the most fun and exhilarating experiences I have ever had. What a complete joy to catch and ride a wave right up to the beach line. I mean, I was smiling ear to ear and literally laughing out loud!

The point? Well, boogie boarding initially felt like a real stretch for me. I'd never done any sort of surfing before and was far more comfortable just staying put in my beach chair with my book. But once I'd ventured out and pushed beyond my comfort zone, the reward was tremendous. I felt more confident, competent, masterful, proud, adventurous, and eager to take on the next challenge. (This challenge came just two days later, by the way, when my brother took me for a ride on his Spyder roadster - check out the link, it's very cool! But that's a whole other story...)

To be successful and fulfilled in your career - and in life - remember to stretch yourself on a consistent basis. Extend your comfort zone. Try new things, move beyond what you've already experienced and mastered. If you feel intimidated or unsure, that's probably a good sign. As the saying goes, feel the fear and do it anyway! That's the key to continued growth and a well-earned sense of accomplishment.

Until next time...

Liz

Effective Communication Tip #12: Watch Your E-Tone

2009-07-14T13:07:00.003-04:00

A client of mine recently forwarded me an email exchange she had with the president of a well-known, well-respected organization. The exchange started in a benign enough manner. My client had a straightforward question to ask and she posed it in a warm and respectful manner.

The response she got from this senior leader was clear and concise. And more than a bit cold, harsh and abrasive sounding.

This sort of thing happens all the time. Email can be a wonderfully convenient and expedient means of communication. It can also be the source of misunderstanding and unintended conflict. Because email doesn’t carry an audible tone, we automatically project the tone we “hear” in the written message. More often than not, we hear a colder, perhaps more hostile, tone than the sender intended.

So be careful in the way you interpret – and respond to – email messages. When uncertain about the intended tone, give the other party the benefit of the doubt. Respond more kindly and respectfully than you might wish to. Remember, the person at the other end of your email is likely reading into your tone as well.

Without a doubt, email is a nearly indispensable tool for business and personal communication. Just be sure to watch your e-tone. And don’t neglect the good, “old fashioned” phone call or visit. Live communication is considerably more reliable than email - and far less likely to lead to misunderstanding, hurt or angry feelings, and unintended conflict.

Until next time...

Liz

What's Your Vision?

2009-07-06T11:35:00.005-04:00

Last week, for the first time in years, I attended a yoga class. I loved it! It was somehow simultaneously invigorating and relaxing, and I left the class feeling calm, focused, and reflective.

I went with my neighbor, Linda, who has been encouraging me to join her for some time. Living right next door to me, Linda sees firsthand just how busy and - let’s be honest – how hectic and fragmented my life can sometimes be. Perhaps you can relate.

Do you wear more than one hat? Do you find yourself continually multitasking, as you strive to the meet the demands of your career, the needs of your family, and the desire to make a contribution to your community? Do you struggle to eke out a few minutes each day during which you can get a little exercise, eat a nourishing meal, slow down, flip through a magazine, or read a good book?

If so, it’s time to step back and ask yourself the following: What’s it all for? Where am I heading with all of this activity, all of this busyness? What do I want to achieve – and why do I want to achieve it?

Use the answers to these questions to start developing – or refining - your personal and professional vision. Your vision is what brings meaning and purpose to your everyday activities. It’s what guides and drives you. It’s what brings it all together.

It’s not enough to simply reflect upon these things. Dedicate some time to the process. Write it all down. If you’d like, I’ll be glad to send you my “Career Considerations” worksheet. This is a tool I’ve developed for my coaching clients and you can use it to create your professional vision, personal vision, family vision, organizational vision, community vision… well, you get the idea. Just call 800.846.4546 ext. 103 or send me an email: liz@bywaterconsultinggroup.com.

Until next time…

Liz

Keeping Up with the Joneses: How to Use Social Comparison to Up Your Game

2009-06-30T07:35:00.003-04:00

Ah, the Joneses. Have you ever wondered just who these Joneses are? And why on earth do we try so hard to keep up with them?

The fact is, social comparison is one of the ways we human beings judge ourselves. We look to others’ achievements to assess our own accomplishments. We wonder: How am I doing, anyway? Am I at least as successful as the guy next door?

We compare and contrast ourselves to an array of other people - colleagues, competitors, family and friends. We look at their achievements and use them as a yardstick for answering questions like: Am I doing as well as they are? Am I as attractive? As thin? As smart? As well-liked? As wealthy?

And where does all of this comparison leave us, anyway? Well, that depends on what you do with it. Best case scenario, it works to motivate and inspire you. You think to yourself: If they can do it, so can I! Worst case, it can be completely demoralizing, as in, I’ll never be as good as they are, so why bother?

The key is to be aware of the social comparisons you’re making - and to harness these comparisons for your own growth. What does your competitor – or your colleague or your neighbor or your sister or whomever – do especially well? How can you learn from these people? Which of their strategies and techniques can you adopt in order to improve your own effectiveness?

Use others’ successes as inspiration - and take action to up your own game. Before you know it, the Joneses may be trying to keep up with you!

Until next time…

Liz

Happiness Matters

2009-06-23T07:30:00.002-04:00

In these trying times, it can be truly difficult to stay positive. Smiling and feeling happy may not come as easily as they once did. Like so many people, you may be feeling stressed, overwhelmed and worried about the future. It’s understandable. It’s also incredibly important that you push past all the doom and gloom and find your way to happiness.

Let’s be clear here. I’m not suggesting that you go into denial and pretend that all is perfectly okay. It’s not. There are genuinely bad things happening in the world. Economically, environmentally, politically… But there are also good things. And you don’t want to simply brush past those things as though they’re inconsequential. They’re not.

The point is, if you want to be truly successful and fulfilled at work and in life, happiness matters. Here’s why:

People like to be around – and do business with – positive people.

You will be more hopeful and inclined take prudent risks when you are feeling optimistic.

You will be more productive, focused and creative when you’re feeling happy.

You will be more likely to reach out to others – friends, family, business partners – when you feel good about yourself (which tends to go hand-in-hand with being happy).

You will be healthier. Studies show a strong correlation between happiness and both physical and emotional well being.

So get happy. It’s not so hard to do. Why not take a few minutes out of today’s busy schedule to simply chat with a friend, colleague or client? Try taking an invigorating walk during your lunch hour. Listen to your favorite music. Pet a dog.

These simple techniques will help brighten your day, lift your spirits and move you closer to achieving the success and fulfillment you deserve. Try them today. Chances are, you’ll be glad you did.

Until next time...

Liz

A Brief Moment of Swine Flu Hysteria (Or: A Lesson in Great Customer Service)

2009-06-17T07:30:00.000-04:00

I am not a swine flu hysteric. Despite the media’s apparent swine flu obsession, I just haven’t bought in. Even when my 10-year old daughter came down with distinctly flu-like symptoms (fever, fatigue, upset stomach, you know the drill), I still didn’t panic.

Until, that is, I got the email. With the best of intentions, a friend emailed me that there was a case of swine flu in my daughter’s school. Worse yet, the little victim was very ill and had been admitted to the Children’s Hospital of Philadelphia. Okay, that was enough to get me rethinking my decision to send my daughter to school that morning. Yes, her fever was gone but she was coughing a little and she didn’t eat much breakfast… Could she possibly have swine flu?

I called the doctor’s office. It’s a large office, with 7 physicians and thousands of patients. Yet despite the large volume of calls they’d been fielding from other concerned parents, they took the time to speak with me for nearly 10 minutes. And while 10 minutes may not sound like a lot, it’s more than enough time to reassure a worried mother. Incidentally, it’s also exponentially more time than most pediatric offices will stay on the line for almost any reason.

The nurse who spoke with me was professional, pleasant, and responsive to my needs. She didn’t dismiss my concerns or rush me off the phone. She took the time to hear me out and address each of my questions in turn.

The lesson: It doesn’t take much to stand out of the crowd by simply paying attention to your customers’ needs. Listen to what your customers have to say. Ask questions, engage them, and respond to their concerns. What better way to build strong relationships, retain customers, gain outstanding referrals, and meet with well-deserved success?

Until next time…

Liz

How to Lead Your Team to Top Performance

2009-06-12T08:00:00.001-04:00

Success is rarely accomplished as a solo act. It requires the collective contributions of multiple players, working in concert to achieve meaningful goals. To be successful, whether as a business owner, line manager, or corporate executive, you’ve got to set your people up for maximum effectiveness.

This month’s Bywater Journal addresses the leader’s role in achieving exceptional team performance. Here are a few excerpts:

In today's turbulent times, it's more important than ever to get people aligned and working together. Individual workers are under ever-increasing pressure - and the demand for results is tremendous. If ever there were a time for teamwork, the time is now.

The following strategies will help you guide your team to unparalleled collective performance:

Provide structure. Assign roles, tasks, and projects so that each member makes a meaningful and important contribution to reaching the team's goals and objectives…

Provide good management. This one calls for some flexibility, as each team has specific needs and preferences around being managed…

Provide motivation. No matter how dedicated your team may be… they still need ongoing motivation to keep doing great work. Think about creative ways to reward your people for outstanding performance. When budget constraints limit financial bonuses, why not provide a nice lunch with the boss, a Starbucks gift card, or a simple note of thanks for a job well done…

You can read this article in full or sign up for future issues of the Bywater Journal. It's always jammed with insights and practical advice for improving performance... helping you reach your goals for maximum career success!

Until next time…

Liz

Discovering the Career of Your Dreams

2009-06-09T08:00:00.002-04:00

Here’s a sad truth. Most people work simply to earn a paycheck. They need to eat, they need to pay their mortgages, they need to work. End of story.

Or is it? My professional experience over the past 18 years tells me that many people would love to find a more fulfilling, gratifying, and meaningful way to make a living. What's more, some of these folks are willing go out on a limb to find work that brings both financial and personal reward. Yes, it can be risky to switch gears mid-career. For these courageous individuals, it's worth it.

Does this sound like you? Are you looking for a new line of work, or simply wishing you had a more gratifying job? If so, check out Alexandra Levit’s Yahoo! HotJobs article, 6 Tips for Landing Your Dream Job.

I particularly like Alexandra’s suggestion that you take the time to learn about yourself - so that you can ultimately identify the job or career that best suits you. To discover the career of your dreams, you’ll want to find work that speaks to your values, your work style and preferences, your talents, interests, and strengths.

And don’t forget to factor in your passions. Alexandra suggests that you figure out “what you’d be compelled to do even if you never got paid.” This is great advice. Just imagine channeling your passion into work that you love, work that means the world to you. Imagine discovering the career of your dreams.

Until next time…

Liz

Effective Communication: Tip #5

2009-06-05T11:15:00.002-04:00

To be a truly effective communicator, follow this simple piece of advice: Be nice. That’s it. Be nice when you speak with others. Be nice in your emails. Be nice in your texts and voice messages. You don’t need to be sappy or phony. Just nice.

Quick case in point: I just had a lovely conversation with Michael Port. If you don’t know who Michael is, he is a former actor turned marketing guru. He writes best-selling books, gives dynamic keynote speeches, and helps small business owners get more clients through effective approaches to sales and marketing.

I met Michael a couple of months back at a networking event and we have remained in touch since then. When he and I got off the phone this morning, I felt very good about our conversation - even though I was challenged to think about things in a different way. The fact is, you can be incredibly effective in delivering all kinds of messages – good, bad, and everything in between – if you are being nice. Not insincere. Not indirect. Not fluffy. Just nice.

Pay attention to your communications over the next several days – with clients and customers, bosses and employees, business partners, vendors, family and friends. Focus on being kind, warm, engaging, enthusiastic, and genuine. You’ll find it’s not only an effective way to communicate, it’s also a great way to build relationships, enhance credibility and establish trust. Oh yeah, and it’s essential for meeting with success.

Until next time…

Liz

New Coaching Options Now Available!

2009-06-04T08:00:00.003-04:00

I am very excited to tell you about my new array of private coaching options! I’ve reworked, revamped, and significantly improved my previous coaching offerings to meet a much broader array of individual needs, concerns, goals, and, of course, budgets. The best way to tell you all about it is to guide you to the latest press release and send you right over to my Private Coaching page, where you can get all the details.

Any questions? Call me! I’m here to help.

Until next time…

Liz

Step Away from the Blackberry… and Other Tips for Work-Life Balance

2009-06-01T07:22:00.003-04:00

I had a really good weekend. The weather was picture perfect, I got to hang out with my husband and kids, and I took a couple of invigorating rides on my new bike. Very nice.

What does this have to do with career success? Well, as it turns out, quite a lot. The fact is, it can be very difficult to step away from work for the weekend – or even for the evening – and simply enjoy life. For many people, it feels nearly impossible. Yet without adequate attention to relaxation and rejuvenation, you are on the fast track to burnout. And you simply can’t be successful if you’re burnt.

Here’s what I advise my clients to do at the end of each workday. If you’re not doing these things, why not give them a try? You’ve got nothing to lose (except, perhaps, for some serious stress and fatigue).

Put down the Blackberry. When you’re done working for the day, shut down your computer, turn off the Blackberry, and mentally “punch out” of the office – even if that office is in your own home. Remember, you’re entitled to have a life. No one’s going to give you permission to stop working. You’ve got to grant it to yourself.

Eat dinner! Don’t simply wolf down a Power Bar and a Diet Coke in front of the computer or during your evening commute. Go home, sit down – ideally with family or friends – and enjoy some good eats at a relaxed pace.

Honor your social commitments. The important relationships in your life will suffer if people can’t count on you. So don’t bail on friends or family in order to finish a work project – unless it is absolutely urgent and the exception to the rule.

Get some exercise. Whether you like to walk, run, lift weights, or play a little ball, exercise is vital for a healthy body and your overall well-being. Bonus: it will help you feel less stressed, better focused and more productive when you do get back to work.

The point is simple. Take care of yourself, manage your stress, and create a healthy work-life balance. These are the ticket to a successful career - and a fantastic quality of life.

Until next time…

Liz

Networking for Success

2009-05-28T09:21:00.016-04:00

Let me be completely upfront with you. I don't do a whole lot of networking. At least, not in the way many of us think about networking - you know, picking just the right outfit for the occasion, milling around a roomful of strangers and perhaps a few acquaintances, asking about them and their business (Note: I did not say telling them about myself and my business), maybe following up with a potential new client or recommender.

In reality, I just don't have much time for all of that. My coaching practice keeps me pretty busy and I have two children who hate to see me leave the house in the evenings. The answer, for me, is to be selective in where and how I choose to get out there, meet new people, make strategic connections, and follow up.

I'd suggest that you do the same. Be strategic in your networking efforts. Figure out where you can meet potential new clients, customers, business allies, employers, and so on. Pick an organization or two, become involved, take a leadership role, get visible! And remember to add value, first and foremost. Whatever you do, don't just get out there and start passing out your business card. This is a major turnoff for most people - and a real waste of paper, as your card will likely get trashed or shoved to the bottom of a drawer, never to be seen again.

If you happen to live or work in the Philadelphia area, check out Jamie Broderick's Network Now. Jamie's a friend of mine and a fabulous networker and businesswoman. She's all about helping her members make great connections, gain visibility, and maximize their business success.

Remember, networking is essential for career success. Be sure you're doing it wisely and well.

Check back for more tips on networking for success.

Until next time...

Liz

Success Strategies for Tough Times

2009-05-27T12:10:00.011-04:00

This article was originally sent out to my newsletter recipients in December of '08. It's truly one of my favorite newsletters, as the ideas and tips were based upon an afternoon of lovely playtime with my then 5-year old son. Now here we are, almost 6 months later, and there are signs that the economic outlook is beginning to improve. (Thank goodness!) Read on, as the following strategies will help you meet with success in good times and bad.

There’s just no getting around it. Times are tough. The economy is in crisis, businesses are struggling, previously secure workers are now fearful of losing their jobs. The emotional impact can be great, leading to feelings of anxiety and depression - and a concomitant loss of focus and creativity. The potential effects on work performance consist of reduced productivity, innovation, and overall employee morale.

Yet there is opportunity for growth in the midst of these economic hard times. While it might go against intuition, success in difficult times calls for holding true to basic tenets of effective behavior. With the proper attitude and approach, you can indeed thrive in uncertain times.

In the interest of full disclosure – and to give credit where credit is due – I have to thank my 5-year old son for the inspiration for today’s tips. For it was during a delightful Sunday afternoon together – filled with game-playing, puzzle-assembling, artwork and general enjoyment – that my attention was drawn to the power of the basics. Here are a few tips I’d like to share with you:

Work as a team. Whether you’re putting together a Spiderman jigsaw puzzle (as we were) or advancing a new product to market, there’s nothing like the power of collaboration. Working together allows for faster progress and more creative solutions.

Be accountable. If you’ve made a commitment, stick to it. And while you’re at it, hold those around you accountable, too. My son didn’t waste a moment taking me to task when I tried to divert him from his much-loved game of Candyland. “But Mom, you promised!” And so I did.

Be supportive. When your coworker or report does something well, give him a well-deserved pat on the back. If he’s uncertain and needs a little encouragement, offer it up. I can’t tell you how lovely it was to hear my little guy comment on my drawing by saying, “Mommy, I love your work.”

Share resources. Lean times can mean limited access to valued resources. The temptation might be to get what you can for yourself and your team, even if that means leaving others empty-handed. Yet sharing resources (in my case, taking turns with the yellow crayon) with others means they’re far more likely to do the same for you.

Refresh yourself. Stressful times can take a profound toll on your physical and emotional well-being. Don’t forget to take some time to refresh and reenergize yourself at regular intervals. Your approach to refreshment may differ from my 5-year old’s (snacking on Cheerios and chocolate milk), so find what works for you. Then do it.

Be flexible. Challenging times call for flexibility and a willingness to do things differently. You may have to take on new responsibilities, modify your schedule, or work with a different set of people. Letting go of disappointment (for my son, that meant not finding his favorite program on TV) and being open to new opportunities will help you gain credibility as a resilient and cooperative team player.

Finally, at the risk of sounding rather Pollyannaish,

Be positive. Even the worst of storms passes with time. Remaining optimistic, grounded, and focused on the future will help you weather the hard times and move bravely ahead. I was so proud of my son, who had been feeling somewhat under the weather, when he declared, “I’m sick but I’m happy.” Now there’s an attitude that will serve him well in both good times and bad.

Until next time...

Liz

Welcome to Career Success!

2009-05-27T08:44:00.014-04:00

After much prompting from clients, colleagues, friends and family, I am finally ready to embrace this 'newfangled' technology of the Blog. (Okay, maybe not so newfangled, but hey, I'm over 40, not much of a techno guru, and the mother of children still too young to teach me!)

In retrospect, I'd say that starting this blog was a gradual process, although I didn’t recognize it as such at the time. Kind of like how a young couple doesn't realize that bringing home a puppy is really just a precursor to having their first baby. So, here’s how it went:

A few years back, I set myself up with a Linkedin profile and started making connections. Next, I was cajoled by my cousin, Brian, to set up a Facebook page. Okay, not so bad. Pretty easy, in fact. It started with friends and family, has grown to include some clients and colleagues, but remains fairly contained. Most recently, I entered the 'miniblog' world of Twitter. I have to admit, this is one of my favorites. Takes just a few seconds to post, keeps me from getting too wordy (really, just try typing more than 140 characters and see for yourself the everything-turns-really-red reminder to get to the point), and is a great way to share some wisdom, link to a relevant article or blog (hint hint), and engage in dialogue with folks you otherwise would never have met.

Okay, so that’s the background. Now let’s get to the important stuff. Why we’re here. I can tell you why I’m here and, with hope, that’ll be clearly connected to why you’re here, too. I am writing this blog to share with you my experience, perspective, and practical advice for doing your best work, feeling your best at work, and having the career of your dreams. Caveat: The career of your dreams may not be the career of your childhood dreams, such as being a prima ballerina, fire fighter, or chief of police. (Then again, it may!) The career of your dreams is more likely something that brings you, as an adult in the working world, a sense of satisfaction, meaning, purpose, challenge, and just possibly some real financial reward. It may be a career that allows you plenty of flexibility, so that you can have the type of work-life balance you prefer. The career of your dreams may be an executive position in Corporate America, a key position in your favorite non-profit organization, or perhaps an entrepreneurial venture, in which you run your own show.

We’ll talk about finding the career of your dreams and we’ll look at making the most of the career you’ve got (so that it’s as dreamy as possible). We’ll discuss the things you need to think about and do in order to be most successful and gratified in your career. Here are a few of the topics we’ll be looking at in the coming weeks and months. All are designed to help you do your best work, feel great about the work you do, and meet with maximum success at work, home, and everywhere in between:

Communication Strategies that Work: How to Talk, Listen, and Converse for Maximum Impact

Finding Balance: Achieving Peace of Mind in a Demanding World

Practical Goal Setting: From Intent to Achievement

Leadership in Good Times and Bad: 5 Skills Every Leader Must Have

Managing for Excellence: How to Inspire, Motivate, and Maximize Employee Performance

Conflict Mastery: Harnessing the Power of Creative Conflict (and Avoiding Conflict Nightmares)

Stress Management for Work, Home, and Everywhere In Between

Now, you may be thinking that these topics sound a bit like the titles of my speeches and, well, you’re absolutely right. Although my posts may not ultimately have the same titles or precise content as my speeches, they will address several key elements for maximizing performance: communicating like a pro, leveraging relationships (in a positive way!), managing stress, and being an influential leader.

If this sounds like information you can use in reaching maximum career success, visit often and please engage in the conversation. I’d love to hear from you!

You can also visit me on the Web at www.bywaterconsultinggroup.com. While you're there, why not sign up for my free newsletter? It's filled with practical tips for improving individual, team, and organizational performance.

Until next time...

Liz