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Successful business interaction is not a mystery. Nothing is so praiseworthy and important as paying exclusive attention to the person who is speaking to you.

 

 

Human Relations Principle 7: Be a good listener. Encourage others to talk about themselves.

(“An easy way to become a good conversationalist.”)

(This is the seventh in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

Listening is just as important in your home life as in the world of business. Listen carefully when a family member wants to speak to you. They will know you love them because whenever they want to talk to you about something you stop whatever you are doing and listen to them.

If you want to know how to make people shun you and laugh at you behind your back and even despise you, here is the recipe: Never listen to anyone for long. Talk incessantly about yourself. If you have an idea while the other person is talking, don’t wait for him or her to finish; bust right in and interrupt in the middle of a sentence . . . Read more

“Good manners are made up of petty sacrifices.”

~Emerson

The ability to remember names is important in business, social contacts and, yes, even politics.

 

Human Relations Principle 6: Remember that a person’s name is to him or her the sweetest and most important sound in any language.

(“If you don’t do this, you are headed for trouble.”)

(This is the sixth in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

A person’s name sets the individual apart; it makes him or her unique among others.

The information we are imparting or the request we are making takes on a special importance when we approach the situation with the name of the individual. From the waitress to the senior executive, the name will work magic as we deal with others.

People are so proud of their names that they strive to perpetuate them at any cost which is why hospitals, libraries, streets and other monuments are named after prominent people and benefactors.

However, most people don’t remember names, for the simple reason that they don’t take the time and energy necessary to concentrate and repeat and fix names indelibly in their minds. They make excuses for themselves claiming that they can’t do it or they are too busy to take the time. Read more

“Most folks are about as happy as they make up their minds to be.”

~ Abe Lincoln

Happiness is an inside job revealed as a smile.

 

Human Relations Principle 5: Smile

(“A simple way to make a good first impression.”)

(This is the fifth in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

How a smile triggers happiness and success

People rarely succeed at anything unless they have fun doing it. People who smile tend to manage, teach and sell more effectively, and to raise happier children. That’s why encouragement is a much more effective teaching device than punishment.

You must have a good time meeting people if you expect them to have a good time meeting you. Your smile is a messenger of your good will. Your smile brightens the lives of all who see it. Smile at people and they most likely will smile back. It’s contagious!

Actions speak louder than words, and a smile says, “I like you. You make me happy. I am glad to see you.” That’s why dogs and babies make such a hit. They are so glad to see us that they almost jump out of their skins. So, naturally, we are glad to see them.

An insincere grin? No. That doesn’t fool anybody. We know it is mechanical and we resent it. I am talking about a real smile, a heartwarming smile, a smile that comes from within. Read more

“You can make more friends in two months by becoming genuinely interested in other people that you can in two years by trying to get other people interested in you.”

~Dale Carnegie 

 

 

Human Relations Principle #4: Become genuinely interested in other people.

(“Do this and you’ll be welcome anywhere.”)

(This is the fourth in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

One can win the attention, time and cooperation of even the most sought-after people by becoming genuinely interested in them.

It is the individual who is not interested in his fellow men who has the greatest difficulties in life and provides the greatest injury to others. It is from among such individuals that all human failures spring. Read more

“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”

~ Henry Ford

 

 

Human Relations Principle 3: Arouse in the other person an eager want (He/she who can do this has the whole world with him/her. He/she who cannot walks a lonely way.)

(This is the third in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

The only way on earth to influence other people is to talk about what they want and show them how to get it. There is only one way under high heaven to get anybody to do anything. By making the other person want to do it. Read more

Do you receive as much appreciation as you deserve?

Do you give as much appreciation to others as they deserve?

Could there be a correlation?

 

Human Relations Principle #2: Give honest and sincere appreciation (or “The big secret of dealing with people.”)

(This is the second in a series of articles where I will encapsulate each of Dale Carnegie’s timeless, life-changing principles for dealing with people. (Adapted from How to Win Friends and Influence People.))*

William James said, “The deepest principle in human nature is the craving to be appreciated.”

The deepest principle in human nature is the craving to be appreciated.

Appreciation is one of the most powerful tools in the world. People will rarely work at their maximum potential under criticism, but honest appreciation brings out their best. Read more

Grinnell Glacier, Glacier National Park

How well have you done with work/life balance this summer? Our minds and bodies need time off from work to de-stress and recharge. Ironically, creating time off decreases our level of stress and increases our work productivity. It may seem counter-intuitive but it’s medically proven to be true.

 

Like you, sometimes it’s difficult to achieve the balance that I desire. Just this morning my wife, Lyn, and I wrestled with how to focus our attention today while staying near majestic Yellowstone National Park. How do we balance completing our business work so we can enjoy the beauty of America’s first national park. As a result, here I am completing this article before we set off to soak in the beauty of nature and recharge our souls. Lyn is wrapping up her tasks as well.

 

For more than 10 years, Lyn and I have operated our businesses as we have traveled throughout North America in our mobile office and home. We both have businesses that require consistent attention. It has been a continuing discovery process of figuring out how to live and work while full-time RVing. Our desire for work/life balance has enabled us to experience some of the most incredibly beautiful sights on the planet, stay connected with friends and family, while continuing to serve our wonderful clients as we roll.

Read more

Disneyland Splash Mountain

Are you planning a family vacation to Disneyland this summer? If so, notice how they attend to the details of what makes you happy.

Disney understands what you, the customer, wants before you do.

Several years ago I attended a Disney seminar for leaders and was amazed at their organization’s attention to their customer’s needs and desires.

Disney employees exemplify what I call “The Diamond Rule: Strive honestly to see things from the other person’s point of view.”

 

Here are some ways they understand you, their customer, intimately:

  • They minimize distractions and expedite check in at their hotels because they know your family’s nerves are frazzled from the long, exhausting trip to get there. They know the last thing you need is more stimulation at that moment.
  • You won’t find an outside newspaper for sale anywhere on their property because they know you have come there to escape the real world.
  • Every employee knows where the nearest restroom is because they know you have pushed your bladder to its limits and will need to make a mad dash to get there in time.
  • Trash receptacles are placed no more than 30 steps apart because they know just how long you are willing to hold onto your trash before dropping it.
  • Lines at each attraction twist and turn with their own suspenseful entertainment as you wait with anticipation so that you don’t mind very much how long it’s taking.
  • Disney employees are called “Cast Members” to remind them that when they enter the property “It’s show time!” and your family is their most important audience.

Disney’s philosophy in their own words (excerpts from the Disney Institute website)… Read more

Circle of Growth

Spring is a time of releasing old burdens and planting something new and exciting that make your Spirit soar—both personally and as an organization. What could you plant now that will lead to a bountiful harvest this Fall?

Consider growing your company as you would grow a plentiful garden on fertile ground. During our strategic planning and training sessions with Native American communities and their enterprises, a good Hopi friend and business associate of mine, Perci Ami, often shares about the circle of growth and how it relates to the four directions of the medicine wheel. This cycle has proven valuable for understanding the natural order and balance necessary to yield a successful harvest in life as well as in organizations.

1. Cultivate Your Garden

Every organization is unique like each seed of every plant. What works for one may not work for another. Does your organization have a strategic plan that clearly identifies your unique seeds to success? The strategic planning process naturally reveals and cultivates what to focus your precious resources upon so that your organization is aligned with your desired vision for the future. This alignment will result in an organization that will stand the test of time.

The process also helps to differentiate the uniqueness of your organization compared to that of your competition. It is a great way to determine or reconfirm the core purpose, core values, vision, goals and action plans for an organization.

Successful companies that stand the test of time even during tough times are built upon a solid foundation of core purpose and core values while adjusting their vision, goals and action plans to adjust to the ever-changing external economic and political environment. In other words, their core values and purpose are etched in stone; their vision, goals and action plans are molded of clay.

The process, done right, draws from the collective wisdom of the leaders and employees throughout the different levels of the organization. The result is widespread involvement, buy-in and accountability for the success of the organization. The strategic planning process will illuminate your path toward a bright, prosperous future.

2. Plant Your Seeds

Once your strategic plan is established and you have decided which seeds to plant, it is time for a reality check to assure that the seeds you plant will grow. Ask yourself, “What in our present situation aligns with our strategic plan? What does not?” Similar to weeding a garden, continue doing what aligns with your plan. Stop doing what does not.

Having the right people doing the right things in the right way will assure success. All policies, procedures, systems and processes should assist your employees to achieve what you have defined in the strategic plan. If there are employees who do not support your organization’s direction, they are like weeds that choke the life out of what you desire to grow. These people are probably your unhappy employees. Chances are they are also your least productive employees who demand a lot of your time and energy.

Great leaders do not manage people, they manage agreements with people. Consider having the leaders in your organization create with each employee they supervise a Declaration of Understanding that clearly spells out mutual desires and expectations. Employees will choose to live their agreements or not. As a result, leaders can simply manage the agreement without a clash of personalities. Employees who choose not to live by their agreements, even after extensive coaching, will probably be happier someplace else where they feel better alignment with their values.

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Understanding your customers’ needs and desires is vital to improving your bottom line.

All customers assess the value of your products and services (the stuff you provide) before making a buying decision by weighing the delicate balance of price, quality and service—3-legs of the stool. You must learn how to masterfully build and balance these three components.

Let’s look at all the components of the 3-legged stool as shown in the accompanying graphic:

  • Your products and services represent what’s placed on the seat
  • Price, quality and service are the three legs
  • The legs are supported and stabilized by a clearly defined strategic plan (i.e., core purpose, core values, mission, vision, goals, objectives, strategies, tactics and action plan).

In this article, we will focus on exploring the delicate balance of the three legs of the stool. At the bottom of this article, you will find links to other articles that I have written about the other components of the stool. Read more