The debilitating effect of “That’s not my job”

The gym my gorgeous wife and I train at is amazing! State of the art, all the toys necessary for any type of training including virtual classes in their spin and functional studio’s. Suffice to say we love it and love training there (did I mention it is literally 400 meters from the house :0))

There is nothing better than to start our day off with a spin to get the blood pumping, adrenaline flowing and mind ready for the day and because the class is virtual we are not constrained by set times, instructor not being available etc and the virtual class quality (instructors and video production) is out of this world (Les Mills feel free to send across marketing royalties lol)

This morning unfortunately was not the gyms finest moment. The instructor led classes and the sound system allows for the instructor to switch from the video sound to an external source. It also looks like the policy at the gym is that the sound cabinet is kept locked at all time (good policy). Unfortunately it appears that last nights instructor forgot (for their benefit) to switch the sound back to the video source. locked the cabinet and went home with the result that when we arrived this morning we found upon getting our session started that we were without sound

For those of you who spin (especially a class led by a virtual instructor) you’ll know that doing a class (no matter how much you love spinning) without sound is annoyingly painful!

So off I trot to find the very helpful and friendly gym personnel to sort this out and it turns out they cannot find the key to unlock the cabinet to switch the sound etc which we can live with: these things happen and lessons can be learned and policies can be put in place to  ensure this does not re-occur and we continue with our class (thank God for the tons of music on mobile etc)

Which brings me to the point of this short post – As we left the gym, my gorgeous wife took a moment to stop and chat with the individual that had attended to us earlier and shared very sweetly feedback on the impact of not having access to the keys to the sound equipment and some ideas on how to change this, to which the individual responded

“That’s not my job…”

And here’s the problem – There is nothing more infuriating to hear as a customer than those four/five words – wink if you agree :0) The problem with those words for me are that

  1. The person doesn’t really care about my needs as a customer
  2. The person is not solutions focussed
  3. The person is not accountable

All indications of a big problem I come across in all the organisations I work with helping them and their people flourish through equipping, empowering and enabling them to achieve their potential

The Big Problem – The business is run in such a way, the leadership operate in such a way; and people are set up in such a way that A) they don’t understand what their job really is and B) they don’t have accountability!

Take a moment to answer the following question regarding your work life, and then go and ask a number of others who work with you the same question

“What is your job?”

If the majority of answers are “My job is to …(fill in job title or responsibilities of job) your business is in serious trouble. The problem with this thinking and mindset is the key cause to I would venture 90% of all businesses who have gone bang

If people think their job is their job title the reality is that they are not working for the organisation, they are not working for a bigger purpose and as a result they are working for themselves.

If what I have shared today struck a cord and you recognise this pattern of thinking in your business and want to avoid the energy sapping, profit killing, people stealing avalanche that this brings give stephan@leadershipinmotion.co.uk a shout.

S

 

Negotiating with Influence: Irrefutable Law Three

In yesterdays post on Negotiating with influence: Irrefutable Law Two – Sell it, don’t tell it I shared my first formal attempt at asking for a raise. Quick recap

  • I asked for it – Good 🙂
  • Used the ‘Tell it, don’t sell it approach’ – Not so good 😦

With the result being a resounding “No!” again not so good 😦

I also went onto share a few tips on how to sell it rather than telling it and explained that in every communication the other person is typically thinking “Whats in it for me?” and “Whats is this going to cost me?” which brings us onto Irrefutable Law Three

Irrefutable Law Three : Add Value!

This is worth writing down

“You are not paid [recognised/praised/admired/etc)] for the time you put in,but for the value you bring!”

I first came across this quote whilst listening to a talk by the legendary Jim Rohn, Entrepreneur, Author and Motivational Speaker. Let me write that in case you missed it the first time “You are not paid (regocnised/praised/admired/etc] for the time you put in, bit for the value you bring”

This statement rang true on so many levels and really helped me put another piece into the puzzle of ‘how to sell’ (Law Two). For those of you not in sales when you are putting forward a proposal the art of this proposal is to match it to a persons needs and the needs in essence are the value they want or desire. Note – In this instance the value I am referring to is not the economic value i.e. the difference on price between cost and sales (although this could and often does play a part) but the persons perception of value ad.

The value you need to add is what I call ‘Expected Value’. In essence “Expected Value’ is a combination of the Perceived Value which the economic times defines as the value an individual would pay (or exchange goods and services) for what you are offering plus the level of the need (which is not as obvious to either parties). These core needs at a very high level come down to

  • Certainty
  • Uncertainty
  • Significance
  • Connection
  • Growth
  • Contribution

And although not obvious – because in the most cases they are subconcious drivers – these are where the magic happens if they can be identified and drawn out

Let me share an example

Mr wants extra holiday as his holiday allowance has run out. Miss – Mr boss – needs to authorise this. Because Mr has been reading up on Negotiating with Influence: The Ten Irrefutable Laws he knows that A) He needs to communicate what he wants using the Tips shared, and B) he knows he needs to ensure that he sells his request rather than telling his request.

In his research prior to the meeting with Miss he finds out that there are already three other people on the team who have taken holiday over the same time that he wants to do so and that budget has been restricted for overtime etc. At this point you might be thinking that this is a hard sell? This is where uncovering the real drivers comes in.

In the meeting Mr asks Miss a few needs identification questions and out of this comes the realisation that Miss is pushing hard for a promotion (the extra money will enable her to start her MBA which has always been her dream) and that failure to complete the project on time in budget will severely hamper her goals. Miss’s core need is about growth and certainty. Mr also knows that he has the space to work extra hours and does not need to get paid overtime for this – his holiday time is more valuable than his overtime and personal time at this point

An here’s how Mr adds value to ensure he negotiates with influence

  • Tip 1 –  Use needs based questioning and empathetic listening skills to uncover the other persons needs
  • Tip 2 –  Go into every communication/conflict with the mindset of ‘Whats in it for them’
  • Tip 3 – Do your home work and be clear around what is going on for you, for them and the greater context
  • Tip 4 – Use a phenomenal persuasion technique as shared by Dr Roberto Cialdini, Author, Regents’ Professor Emeritus of Psychology and Marketing at Arizona State University, in his seminal book Influence – the Psychology of Persuasion

Picture3

Be-aware when using this! Most people when attempting this influencing technique do it like this “if you do this…, then I will do this”

The right way to gain proper influence with this technique is to do it like this

“If I do this…, will you do this?”

And there you have it Irrefutable Law Three of Negotiating with influence: Add value

Tomorrow Irrefutable Law Four

Have an amazing evening