A Thank You Note in 6 Steps

The Holiday Season has arrived and we are at the peak of the office party and gift exchanging season. At this time of the year many gifts are given and received in the workplace.

The two most important items to remember about Office Gift-Giving:

1. Make sure you give a gift that is appropriate for the workplace
2. Give honest, sincere thanks for the gifts you receive

Writing a sincere thank you note is one of the professional skills that can make a lasting favorable impression. People like being appreciated. One of Dale Carnegie’s fundamental human relation principles is “Give honest, sincere appreciation.” When writing a thank you note, use a plain, small card. The card that delivers the message is not as important as the effort, so if paper is all that is available, write the note anyway!

 

Use this 6-step formula as a sure-fire method of expressing appreciation in a written note.

1. Greet the Giver: Dear Mr. and Mrs. Smith OR Dear Jamie. It seems like an obvious point, yet many people will begin a note with “Hi” or even omit the greeting.
2. Express Gratitude: Thank you so much for the book. The key is to keep it simple and specific. The point of writing the note is to create an expression of a heartfelt sentiment.
3. Discuss Use: I started to read the book immediately and have found many great ideas already. People like to know that you found their gesture or gift valuable. Sharing how you are using the item or idea makes their effort more meaningful.
4. Another Thank You: Thank them again for the gift. It’s not excessive to say thanks again.
5. Complimentary Close: Wrap it up with a close that expresses your final thought: Regards, All the Best, Sincerely, Gratefully, etc. Then sign your name.
6. Send It: Even if your colleagues and acquaintances are not of the note-writing variety, be the one who sets the precedent and standard.

It is the mark of a true professional to become skilled at hand writing thank you notes especially in this age of email, voicemail, and text messaging.
Demonstrating business professionalism is not difficult; it just takes effort and focus. Applying simple aspects of business etiquette goes a long way in establishing our professionalism, which builds our confidence and comfort in business settings.
What is a benefit that you recieved from writing a thank you note?

 

 

 

Leadership Skills - Part 2

Effective leaders care about maintaining a positive work environment and wish to stay connected with their team, regardless of differing lifestyles and interests. This is the first step in the process of creating a positive relationship with a team: having the desire and will to do so. Now, all that it takes is some special consideration to find common ground with the team. Here are a couple of important points to remember as we begin this process: 

• Listen and communicate. This is key to keep things running smoothly. Keeping the lines of communication open keeps information flowing. This develops a sense of trust and teamwork among team members. Also, encourage others to talk about themselves. This gives us insight into our colleagues. Speak of their interests as well. People will often open up quickly on this topic – and who knows, we may have more in common with them than we may have previously thought.
• Be an active and empathetic listener to show others that we are genuinely interested. There are two major components of listening: active and empathetic. We can encourage those around us to express their thoughts, and be an active listener. Ask questions, listen carefully, and really attempt to understand what is being said. In addition, being an empathetic listener means placing ourselves in a team member’s shoes. Imagine what the other person is experiencing, and how we would handle it. Remember that these individuals are sharing parts of their lives with us, be it professional or personal information. Being sincere in our approach gives the other person a sense of ease when communicating with us because they know we are truly attentive, despite supposed differences.
• Show team members that they have valuable opinions. Communication reminds the team that we are including them in projects, and that their input really does matter. Our team members are a great source of ideas and information. When we can give them the sense that their suggestions are having a positive impact on the team, they feel a stronger connection to us as the team leader for taking them into account.

It all comes down to the team knowing that we are sincerely interested in them - not only their work, but also their lives. By keeping this in mind, we will build bridges and form strong bonds that will assist in the overall productivity of our team. During the Dale Carnegie Course we develop several different skills that allow us to connect with others more effectively.What is one of your best ways to connect with your team? Let us know!

Leadership Skills - Part 1

To win in today’s market, team members have to step up and be ready to take a leadership role. It is not easy to instill leadership abilities in others. It’s very important to also understand that some people do not share the same goals and aspirations as you might. Keep an open mind and learn to use different techniques to inspire different people. Here are a few ways that you can inspire your team members to stand up and lead.

• Challenge – Issue a challenge. (In today’s market environment, you probably have many challenges to issue!) Some people need a specific challenge to motivate them. By laying down a challenge you also create a very clear and measurable goal for the staff member to achieve.
• Appeal to more noble motives – Many employees can think that their work does not make a difference. By appealing to a noble motive, you can increase morale while also setting higher standards for your staff members.
• Be sympathetic – Never tell a person they are wrong. Rather listen and be empathetic to the other person’s ideas and desires.
• Evidence – Back up your ideas with proof. By providing evidence you can give instant credibility to your ideas. If you have evidence, even staff members coming in from a totally different perspective from yours will take notice.
• Listen – Listen to what your staff members have to say. Some employees may not have aspirations to reach top corporate positions; rather they are content if their opinions and ideas are valued.
• Ask questions – Instead of giving direct orders, ask questions to guide your staff members to think through the issues – and come up with solutions themselves.
• Make your staff members feel important – And do it sincerely. Faced with the market challenges today, your employees must be reassured that their contribution and leadership DOES have a huge impact on the company’s survival, stability, and growth.

Tomorrow Leadership Skills - Part 2, ideas for you to keep in mind as you lead. Leadership is one of the competencies or skills that we work on deleveloping in the Dale Carnegie Course. Check out upcoming classes.

What is your favorite way to inspire those around you? Post your answer here so we can all have more tools to use!

Attitude Control in Tough Service Situations

Financially the estimated price tag for stress in Unites States industry is over $300 billion annually by way of accidents; absenteeism; employee turnover; diminished productivity; direct medical, legal, insurance costs; and workers compensation awards.” ~The American Institute of Stress

Here are 8 tips that can help you control stress and worry in tough situations:

• Live in "day-tight" compartments. The professional with a commitment to service seals off each interaction with a customer. Don’t allow past successes or failures or future anticipated success or difficulties influence current performance.
• Don’t fuss about trifles. A “trifle” is something that is insignificant in comparison to other things in your life. When we are focused on trifles, you lose perspective. Keep the big picture in mind and that will help sort out the trifles.
• Cooperate with the inevitable. When the situation you are concerned with is inevitable and in fact, will take place, utilizing this principle gives you some control over the emotional aspects. By cooperating with the outcome, you are making a conscious choice.
• Decide just how much anxiety a thing may be worth and refuse to give it more. This decision is yours to make and often it clears your mind. This helps you find ways that you can improve on the situation, or let it go and move on.Create happiness for others.This principle appeals to your nobler motives. It is difficult to sustain a negative attitude when you are doing something good or helpful for someone else.
• Expect ingratitude. In your job, you provide many diverse services and help to others. When you do so, the natural thing to expect in return is some signal of gratitude for your assistance. This expectation is often not met. If you do receive heartfelt thanks from someone, you should count yourself lucky you are dealing with someone who is a grateful person. You shouldn’t let ingratitude deter you.
• Put enthusiasm into your work. Enthusiasm is the positive energy and sustained effort that keeps you driving toward your goals. Making a decision to have a positive outlook can be critical in enjoying your job and working with your internal and external customers.
• Do the very best you can. It can be difficult to deal with criticism, especially if you feel it is underserved or hurts your self-esteem. One way to put criticism in perspective is to ask yourself if you are doing the very best you can with what you know and are able to do. If the answer is an honest ‘yes’, that helps to not take the criticism personally. If there is room for improvement, you are taking responsibility for your performance.

What is your favorite stress reducer?
One of the focuses of the Dale Carnegie program is the reduction of stress and worry by controlling our attitude. Check out the upcoming classes.

8 Quick Tips to Building Your Networking Skills

Networking events can seem very intimidating, but they can be a resource that will help propel your career to new heights. It is always important to go into a networking event with enthusiasm and a set goal in mind. Use these ideas to help make your next networking experience a successful one.

• Network onlineAccording to recent research by The Institute For Corporate Productivity, 64% of business professionals network online. In today's Web 2.0 environment, you cannot afford to ignore this networking opportunity and potential leads you could generate via social networking sites.
• Start with LinkedIn.com, the leading business networking
  Membership is free, and you can pro-actively search for and connect with customers and prospects. Also, Linkedin.com users can post questions to the "Answers" section on the site. Make an effort to answer questions relevant to your area of expertise. Not only will you add value to your connections, but you will also get additional exposure and attract prospective customers who will seek you out!
• Arrive earlyTreat the event like an important appointment. By arriving early, you get comfortable in a more intimate setting with the other early arrivals. It can be intimidating to walk into a room filled with people, so go early and let the room fill up around you.
• Show confidenceSpeak confidently, decisively, and with authority. If you are confident in your conversations and support your ideas with evidence, people will take notice and respect that you know what you are talking about and that you mean business.
• CirculateDon't just talk to the people that you know. Get out there and go network!
• Meet with VIPs or speakersIf there are VIPs or speakers at the event, prepare ahead of time. Do some research on the individual(s) so that you are informed when you talk with them. Compliment them on their speech or talk to them about how the topic of their speech or their field relates to what you do.
• Stay lateWhen you stay late, the smaller crowd also gives you the opportunity to circulate in a more intimate setting. It also provides you with an opportunity to connect with the event's coordinator. Thank him or her for hosting the event. The event coordinator can give you some additional insight about who attended the event and who might be at the next event. It's never too early to prepare for the next event.
• Have a robust profile on the networking sitePut in as much relevant information as you can that demonstrates the value you bring to your customers. Put in all the keywords you think prospective customers may use to search for a service provider in your field. Remember, on a social networking site, you want to make it easy for people to find you!

What is your favorite networking tip?

Meeting and interacting with people is a critical skill in networking and so many other areas of our life. The Dale Carnegie Course:Skills for Success class provides many tools and techniques to improve people skills.

Six Ideas to Use to Disagree Agreeably

Companies with engaged employees outperform others by 47% to 202%. Creating an environment of teamwork builds alignment and engagement. A few reasons why engaged employees make a difference: High levels of employee engagement lead to lower turnover rates. It just makes sense to that workplaces with engaged employees will be highly productive. An engaged workplace is one where people want to work be involved because self-interest and organizational interest are closely aligned.

We have all been awed by someone who always seems to know what to say and how to say it in any situation. These people know how to communicate with diplomacy, tact and confidence.

The way in which we communicate can elicit positive or negative emotions. If we communicate aggressively, without respect or sensitivity, defensive or angry emotions can prevent others from hearing the message we are trying to convey. Communicating with diplomacy and tact is an approach that combines strength and sensitivity and keeps negative emotions at bay.

Six Ideas to Use When Disagreeing Agreeably

• Give others the benefit of the doubt.
  Maybe the person who made that outrageous generalization isn’t really insensitive. Maybe this person has had a painful experience that made him overreact.
• Listen
  After giving someone the benefit of the doubt, listen to learn and truly understand why this person holds this belief. We must let him/her know we’ve heard them and we are genuinely trying to see things from their perspective. 
• Take Responsibility
  When disagreeing with someone, always take responsibility for our own feelings. Make a commitment to respond using “I” statements only. When we begin with “you” we come off as blaming and confrontational and immediately put the other person on the defensive. This reduces the chance of our point of view being heard.
• Use a cushion.
  Connect or “cushion” a different opinion, starting with “I hear what you’re saying….” Or “I appreciate your view on…..” Again, begin with the word “I” and not “You said…” or it will sound confrontational.
• Eliminate the word “but” or “however” from our vocabulary.
  Once we have cushioned the other person’s opinion, use “and,” or pause and say nothing, following the cushion. Acknowledge the individual’s point of view followed by a “but” or “however” erases the acknowledgement.
• Use Evidence
  State our point of view or opinion with relevant and factual evidence. Keep our emotions out of the equation by using the following formula:
            Take time to reflect:
                 What do I think?
                 Why do I think it?
                 What evidence do I have?

                  Then speak:
                       “One example is……”
                       “This shows that…..”
                       “Therefore, I think…..”

Using these six ideas will help to keep the lines of communication open. When we have open communication we are more productive!

What is one of your favorite ways to disagree agreeably? Post your answer so we all have more tools to use.

The Dale Carnegie Course: Skills for Success presents many tools to use when dealing with others, classes are forming now.

Negotiating Your Way to Success

Twelve Tips to All-Win Negotiations Anyone Can Use

Negotiating is the process of attempting to agree on a solution. Compromising, or settling on a mutually agreeable solution, is the result of successful negotiations. Compromise is all about being flexible. It means being able to generate alternate solutions when you've "hit the wall." Whether it involves a person you can't get along with, an idea you know will work but that others are reluctant to embrace, a change in office systems, or a turf war that needs ending, learning to negotiate and compromise is essential to your success.

1. Have a positive attitude.
   Your attitude is essential to the outcome. You improve your chance of achieving a mutually rewarding solution if you approach the negotiation as an opportunity to learn and achieve an all-win outcome.
2. Meet on mutual ground.
   Find a mutually agreeable and convenient physical space to meet that is comfortable for all involved. Agree on when you will meet and how much time is available to devote to the process. Whenever possible, deal with negotiations face-to-face. Be careful about negotiating over the phone or in e-mail. A lack of facial expressions, vocal intonation, and other cues can result in a negotiation breakdown.
3. Clearly define and agree on the issue.
   Agree on a statement of the issue using simple and factual terms. If the situation is multifaceted, search for ways to slice the large issue into smaller pieces and deal with one issue at a time.
4. Do your homework.
   Take time to plan. You must not only know what is at stake for yourself, but you need to know the other side's concerns and motivation. Take into consideration any history or past situations that might affect the negotiations. Know the must-haves (non-negotiable items) and nice-to-haves (negotiable items). Determine the best resolution, a fair and reasonable compromise, and a minimally acceptable deal.
5. Take an honest inventory of yourself.
   Determine your level of trust in the other person and the process. Be conscious of aspects of your personality that can help or hinder the process.
6. Look for shared interests.
   Get on the same side by finding and establishing similarities. Since conflict tends to magnify perceived differences and minimize similarities, look for common goals, objectives, or even gripes that can illustrate that you are in this together. Focus on the future, talk about what needs to be done, and tackle the problem jointly.
7. Deal with facts, not emotions.
   Address problems, not personalities. Avoid any tendency to attack the other person or to pass judgment on his or her ideas and opinions. Avoid focusing on the past or blaming the other person. Maintain a rational, goal-oriented frame of mind. This will depersonalize the conflict, separate the issues from the people involved, and avoid defensiveness.
8. Be honest.
   Don't play games. Be honest and clear about what is important to you and communicate why your goals, issues, and objectives are important to you.
9. Present alternatives and provide evidence.
   Create options and alternatives that demonstrate willingness to compromise. Consider conceding in areas that might have high value to the other person but are not that important to you. Frame options in terms of the other person's interests and provide evidence for your point of view.
10. Be an expert communicator.
    Nothing shows determination to find a mutually satisfactory resolution to conflict more than applying excellent communication skills. Ask questions, listen, rephrase what you heard to check for understanding, and take a genuine interest in the other side's concerns. Reduce tension through humor, let others vent their concerns, and acknowledge their views. Focus less on your position and more on ways in which you can move toward a resolution or compromise.
11. End on a good note.
    Make an all-win proposal and check to make sure that everyone involved leaves the situation feeling they have won. Shake on it and agree on the action steps: who is responsible for each step, how success will be measured, and how and when the decision will be evaluated. Be open to accepting an impasse for noncritical issues; agree to disagree.
12. Enjoy the process.
    Look at the benefits of learning other people's point of view. People report that after overcoming conflict and reaching an agreement, the relationship grew even stronger. Reflect and learn from each negotiation. Determine the criteria to evaluate the process and the solution.

Post your favorite negotiation tool so that we can all have more ways be successful.

The Dale Carnegie Course: Skills for Success gives you the opportunity to continue to develop your people skills. Check out the currect schedule.

How to Make the Most of Meetings by Steve Bobowski

1. Time is of the Essence
   Start your meeting on time regardless of the number of absent members. Don't punish those who arrived on time by waiting for others. Tell latecomers they can get what they missed later. This sets the standard for future meetings and may encourage people to arrive on time more consistently.
2. Request the "Honor of Your Presence" with Advanced Notice
   When developing a meeting agenda, fill it with exciting action words to make it sound as inviting as possible. Dale Carnegie suggested, "arouse in the other person an eager want." Promise participants change or excitement.
3. Prior Preparation Prevents Poor Performance
   In a written format, at least 48 hours in advance, send out an informal agenda with topics, speakers, time constraints, action items, and desired results. Insist that each participant is prepared and has the proper documents and research. This will build momentum toward positive results and keep the meeting's momentum moving forward. If there are topics that require advance research, provide that information with the agenda.
4. Go for the Goal
   Know what result is desired from the start and communicate it at every opportunity. Guide meeting conversations and discussions toward that conclusion. When meetings within meetings occur, remind participants of the ultimate goal to get things back on track.
5. Moving On
   Have a list of questions ready to stimulate thought. Remember to keep things moving at a brisk pace. Try incorporating some of these questions:
   • How will this happen?
   • Where has this worked before?
   • Is there any evidence that will verify what has been said?
   • How do we start and maintain momentum?
   • Will this idea have any constraints?
6. Have a Seat, Be Comfortable!
   Some say that if a room is cramped and uncomfortable, it will stimulate quick thinking and motivate the attendees to do what they need to do so they can return to the comfort of their desks. The opposite is also true. Some sources suggest setting up fewer chairs than needed. Late arrivals will feel uncomfortable when attempting to squeeze into the group, motivating them to arrive on time in the future. However, this strategy could backfire and cause negative results in some situations. Use proper judgment if exercising this option.
7. Try a Stand-Up Routine
   Some organizations have meetings where everyone stands up. The idea is that the body and the brain work more effectively from this position. These types of meetings can achieve results quickly because it is easier to think off the top of the head when on the feet.
8. Eat -- then Meet
   If you plan to have food at a meeting, schedule a separate time for eating into the itinerary. If the meeting begins at 8:00 sharp, in the agenda, state that breakfast will be served from 7:30 to 8:00 and that only coffee will be available after 8:00. Hunger can be the reason people show up, but the highlight of the meeting should not be the brand of bagels or the type of doughnuts served; it should be the meeting's results.
9. Read the Rules
   As the facilitator, another ground rule to cut down on interruptions should be to ensure that voice mail is in operation or that telephone messages will be taken for the participants. We all know the "turn off the cell phone rule." Use it! This will eliminate reasons for anyone to miss one minute of the excitement. Be sure to provide breaks so that participants can check messages -- make sure to mention when the meeting will reconvene and stick to that time.
10. There's Always a Next Time
    If appropriate, schedule the next meeting before the end of this one so that all involved have the same advance notice to arrange their schedules. Allow enough time for projects and assignments to be completed (if necessary). Make sure that these action and follow-up items are written down, so there is no confusion afterward. Distribute minutes no more than 48 hours after the meeting and reinforce task accountability.

What is one tip that you have used to make the most of your meetings?

Effective meetings is just one of the topics covered during the Leadership Training for Managers class starting in April.

How to Improve on Sales Calls by Steve Bobowski

Preparation is a major part of the sales process and you should not overlook it. Preparation gives you a reserve power to have informed discussions with your prospective clients. A person who is prepared is more confident and effective during the sales process. Take these steps to prepare for your next sales call.

1. Get the information - Research key information about the industry, company, and people. This research should yield specific key issues and needs that your prospective client is facing. Go through the company website to find annual reports and current information on a company's unique issues and challenges. Research their competitors, suppliers, and vendors for more insights and referrals or to add credibility to your knowledge of their industry.
2. Compile evidence - Research your own company. Has your company done business with a company in the prospect's industry? Do some of their issues match? How will you communicate this to a new prospect? Do they use a competency model, and if so, how does your model relate to theirs? Have they or others in their industry been in the news lately? If so, was it positive or negative press? How did that press affect their company?
3. Find a contact - Look through your client list, social networking links, or list of colleages and friends to see if you can make a connection through them to any of your prospects. Contacts can help you more easily navigate past gatekeepers and get you talking to decision makers. Begin to develop champions in industries and businesses who will help you build stronger connections in those fields.
4. Set specific call objectives - Know what you want to accomplish during the call. Do you want a prospect to request more information? Do you want them to set up an appointment? Having a plan makes your approach more professional. You may need to use a multi-tiered approach of building rapport, credibility, and visibility to break into a prospect's company.
5. Know how you want to open the call - Have a clear and compelling opening statement. Remember, you want to be concise, clear, and persuasive. The "fish on the wall" comment won't cut it in today's professional selling environment. Credibility is the key.
6. Be prepared to ask relevant and insightful questions - Use those questions to show your knowledge of the organization and the industry and to draw out information. The answers to the best questions will help you identify a useful solution that will get you in the door to support their strategic intent as an organization.
7. Don't focus on the quick sale - Don't be tempted to try to "close" too soon or without a full understanding of the client's needs for the bigger picture. The short-term sale of an enrollment, class, or product may help a small number of people, but not the organization as a whole. Instead, focus on aligning yourself and your sale with the organization's strategic intent.

Invest in improving your sales skills by joining the Sales Advantage class coming up in February