Category Archives: small business owner

Conflict is Inevitable – How You Resolve It is Optional

brian smith-pld, Coaching, Dealing with Difficult People, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Personality Types, Professional development, Reformed Control Freak, Self-Help, small business owner, Soft-Skills Training, Teacher, Uncategorized • Tags: , , , ,

Conflict is inevitable when working with and interacting with others. It can diminish creativity, reduce productivity, impact decision-making and lead to a dysfunctional working environment. Building solid relationships with the people you work with and interact with is essential to resolving conflict and finding creative solutions. You don’t have to socialize with everyone you work with, but you must learn how to get along with them.

Peace is not the absence of conflict but the ability to cope. – Gandhi.

A recent study conducted by the HayGroup, a leading authority on emotional intelligence, concluded that EQ – soft skills – are twice as important as IQ – your technical ability – for most jobs. Soft skills are the new currency in today’s workplace. If you can’t communicate effectively, actively listen to what others say and get along with them, you stand little chance of successfully resolving conflict, finding creative ways to solve problems or negotiating wins.

If we can manage conflict constructively, we harness its energy for creativity and development. – Kaye

Generally speaking, there are three types of conflict; Disagreement, Misunderstanding and Actual Conflict. Here is what you’ll be able to do to resolve them.

Disagreement: When you have different opinions about a subject and neither has the authority to change them, resolve them quickly. When the discussion gets old, respect each other’s views and agree to disagree.

Misunderstanding; When communication breaks down, and only part of the message gets through, resolve it with courtesy, respectful assertiveness and, most importantly, good active listening skills. You may have missed something that the other person said. Have them restate their position, and you restate yours.

Actual Conflict; You may not like them, and they may not like you. Try to separate the person from the problem and focus on their needs. Come up with all the options available to you to resolve the situation. Be sure the solutions are based on objective standards. They can’t be because you said so.

Conflict is good in a negotiation process – it’s a clash of two ideas, which then, all being well, produces a third idea. – Roberts.

When conflict happens, step back momentarily and decide what you are prepared to do to fix it. Communication is the breakfast of champions. If you can learn to communicate your point of view so that the other person will understand and actively listen to what they have to say. In that case, you will be better positioned to resolve the conflict and find a creative solution you can agree on. Conflict is inevitable; how you resolve it is optional.

Copyright 2024 – Brian Smith – Power Link Dynamics. Not to be reproduced without permission. This post was written by Brian without AI assistance. Are you searching for a training provider for yourself or your management team? Brian specializes in soft skills training and leadership development. He helps others to communicate more effectively, establish rapport and build strong collaborative relationships regardless of gender or generation. To learn more about Brian and what he can do for you and your organization, visit – https;//briansmithpld.com.

Learn To Lead The OpenAI Way

brian smith-pld, Coaching, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, small business owner, Soft-Skills Training, Teacher, Uncategorized

We are not born knowing how to manage and lead others effectively. It is a learned behaviour. Generative AI systems have been in the news lately, so I thought I’d have some fun using them to develop a list of invaluable management or leadership traits. If you aspire to take on a management or leadership role, here are my search results using Microsoft’s Bing OpenAI with editing by Grammarly and yours truly.

Worth Remembering – “Leadership is practiced not so much in words but in attitude and action.” – Geneen.

Learn to lead the OpenAI way.

  • Show your team how you want them to behave and perform by modelling the qualities and behaviours you expect from them. If you want your team to be positive, enthusiastic, and creative, you must demonstrate those traits yourself.
  • As a manager or leader, you must make intelligent and timely decisions that benefit your team and organization. You must empower your team to make appropriate decisions and provide the necessary tools and guidance.
  • Transparency and honesty are essential for building trust and establishing rapport with your team. Communicate openly and clearly with your team, and be honest about your actions, thoughts, and feelings. Encourage your team to do the same and listen to their feedback and concerns.
  • Remember that your main goal as a manager or leader is to guide and support your team, not to control or micromanage them. Put your team’s interests and needs above your own and show them you care about their well-being and success. Recognize and appreciate their contributions and provide them with opportunities for growth and development.
  • A good manager or leader can motivate and inspire their team to work towards a common goal that aligns with their values and ideals. Use consultation and collaboration to get your team committed by challenging them with new and exciting tasks.

Worth Remembering – “Great managers and leaders encourage leadership development by openly developing themselves.” – Marshall Goldsmith.

A great manager or leader is always willing to learn new things and improve their skills. Seek feedback from your team, peers, and mentors, and be open and receptive to constructive feedback. Learn from your mistakes, and trust me, there will be plenty of them. Celebrate your achievements. Seek out new opportunities for learning and development, and share your knowledge and insights with your team. I hope these tips help you learn to manage or lead the OpenAI way.

Powered by Bing’s OpenAI with editing by Grammarly and Brian Smith – Power Link Dynamics. Not to be reproduced without their permission. Are you searching for a corporate training provider, planning a lunch-n-learn or in-person training session? To learn more about Brian and what he can do for you and your organization, visit his website or contact him directly. https://briansmithpld.com

The Seven Principles of Delivering Exceptional Customer Service

brian smith-pld, Competitive Advantage, Customer Service, Dealing with Difficult People, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, small business owner, Soft-Skills Training, Teacher, Uncategorized

Your advertising and traditional marketing campaigns based on the Four P’s (Product, Price, Promotion and Place) are no longer considered a strategic advantage. Some businesses refer to their customers as guests or clients and try to reinvent themselves by adding non-traditional product lines to maintain or grow market share. However, adopting the seven principles of delivering exceptional customer service is the only advantage you have left to set yourself apart from your competition.

‘A business absolutely devoted to delivering customer service will have only one worry about profits. They will be embarrassingly high.’ – Henry Ford.

If you want an advantage over your competition, then you need to adopt the seven principles of delivering exceptional customer service.

F – Friendly – Smile, say hello and make eye contact. Build those all-important relationships. People like to do business with people they like and with companies that make them feel wanted.

O – Observant – Learn to recognize customers who want help and those who don’t. Ask open-ended questions. Customers know what they want, but if they have never done the task or that repair before, they don’t know what they need.

C – Competent – Don’t make stuff up. Trust me, your customer has already done the research; they want to know what you know about the products and services you provide. If you don’t know the answers to their questions, then find out or get someone who does.

U – Understanding – Be empathetic.. See things from your customer’s point of view – especially when dealing with an angry and upset customer. Don’t waste your customer’s time reciting company policy. Find out what the customer wants to resolve the situation. If you don’t have the authority to grant it, get someone who does.

S – Sincere – If you genuinely want to help your customers, it will show in the way you communicate and interact with them. You communicate 93% of the time non-verbally. You are speaking volumes, and you haven’t said a word. Your actions and words must be congruent, or your customer will believe the non-verbal as being more accurate.

E – Energized – Be enthusiastic; act like you want to be there. Approach your customers instead of leaning on the counter, talking to your co-workers or spending too much time on your phone. Give customers your undivided attention.

D – Dependable – Whatever you said you would do, do it. Your word must be your bond. Customers need to trust what you say. If they can’t trust your word – they won’t trust you at all.

“To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Douglas Adams.

Providing exceptional customer service is not that difficult. All you have to be is better than your competitors. Based on what customers say about the current level of service or lack thereof, that won’t be difficult if you apply the seven principles of delivering exceptional customer service.

Copyright (c) 2023. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. To learn more about Brian and our Let’s Get FOCUSED (c) on Customers – The Seven Principles of Delivering Exceptional Customer Service workshop, contact Brian at – brian@briansmithpld.com or visit our website – https://briansmithpld.com

Unleashing The Power Of Your Potential

brian smith-pld, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Personality Types, Planning, Professional development, Reformed Control Freak, Self-Help, small business owner, Soft-Skills Training, Teacher, Uncategorized

Have you ever wondered why you do what you do and why you do it the way you do it? We become who we are at a very young age. We get accustomed to behaving a certain way, communicating and interacting with others a certain way, which eventually becomes us. An individual’s personality remains relatively stable throughout their lifetime. You are who you are – embrace it. Understanding your behaviour and how it impacts you and the people around you can be the catalyst to unleashing the power of your potential.

Worth Remembering: “Everything that irritates us about others can lead us to a better understanding of ourselves.’ – Carl Jung – Psychologist.

Have you ever scored an assessment tool to help identify your preferred behavioural style? They are designed to assess a person’s personality – how you communicate, interact with others, manage others and how you want to be managed. Some popular assessment tools are the Myers-Briggs Type Indicator, Clifton Strengths and the True Color Personality Test. However, I prefer an assessment tool based on Dr. William Marstons DISC theory because it is easy to administer, and you don’t need a Ph.D. in behavioural sciences to interpret the results.

Worth Remembering: “Whatever the circumstances of your life, the understanding of your personality can make your perceptions clearer, your judgements sounder and your life closer to your heart’s desire.” – Isabel Briggs Myers

Behavioural assessments are not an exact science – just a great indicator of a person’s strengths. I’ve worked with several organizations that use them in their hiring processes to help identify their ideal candidate.

Based on Marston’s DISC theory:

D – Dominant Styles feel most content in authoritative positions and are best suited for entrepreneurs, lawyers and police or any work that displays power.

I – Interpersonal Styles prefer occupations that entail teamwork and collaboration and are best suited for public relations, sales, and marketing professionals or any position that involves working with people.

S – Steadiness Styles have a way of making others feel comfortable and at ease. They are best suited for a nurse, counsellor, therapist or any position that involves helping others.

C – Conscientious Styles are true perfectionists. Their analytical skills make them outstanding planners and problem solvers, and they are best suited as an engineer, systems administrator, actuaries or any position that requires maintaining standards and accuracy.

Stick with what you are good at and put your strengths to work for you. Scoring a behavioural assessment and determining where your strengths lie and what career path you may be best suited for is an excellent way of unleashing the power of your potential.

Want to discover your strengths? Click on the link and download a “Free” DISC E-Book. https://briansmitpld/free-download/

Copyright (c) 2023. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. To learn about Brian and what he can do for you and your organization, visit https://briansmithpld.com.