WEBVTT

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One of the reasons why
coaching works so well for me

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is because it gives me a chance
to pass on what I've learned,

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without making employees feel like they're
not the sharpest tool in the shed.

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Sure, it may take a couple of extra
minutes to show them something,

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or to clearly explain what
needs to happen and why...

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But being specific is
the best way I know of

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to get good people headed in
the right direction – fast.

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And now they can train other
people on a better process.

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Here's a good one - "attitude problem."

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How do we deal with someone
who's going 100 miles an hour

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while royally in the right
direction, doing a good job,

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ticking off co-workers or
customers in the process?

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Ok, let's get started.

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I don't see what the problem is?
The problem is there's so nothing I can do.

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This will be a design nightmare.
I mean, what do you expect?

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What?

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Excuse me, Amir. Is there a problem here?

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This wasn't the first
time I had to step in.

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I know he doesn't like it.
But I had to do something.

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When it comes to coaching
an "attitude problem,"

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there are a few things that work for me.

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I always make sure it's done in private.

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And I make sure my body
language, my tone of voice,

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my use of specific examples and the
behavior I expect to see, everything -

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makes it crystal clear
I'm not messing around.

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This "problem" has got to stop. Now.

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Amir, have you got a second?
I guess.

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Have a seat.

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What I want to talk to you about is
a problem that's a real concern.

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You may not be aware of it, but
the way you deal with people

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- particularly our internal customers – can
come across as uncooperative and impatient.

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And, in some cases, just disrespectful.
Disrespectful? Give me a break.

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I'm sure you don't mean it to be,

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but the fact is your attitude can effect how
they feel about our department and about you.

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You've got to understand that the reason
that we're here is our customers.

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That's our job to help them.
I'm not sure what you mean?

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Let me give you an example. In working
with Michael a few minutes ago...

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I told him that we couldn't help him.
And that's the truth.

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But your tone of voice was sharp
and the look on your face

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communicated like you felt that
he should have known better

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and honestly you probably
made him feel stupid.

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I'm sorry, that's not what happened.

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To him it was. Tell me how you see it.

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Like I said, I was just telling the truth.
If we had done what he wanted,

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that site would have come
back looking like BLEEP.

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And then he'd be back in our
face saying it was our fault.

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I can appreciate what you're saying.

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It’s obvious how you feel . I don't
doubt that's how it seems to you.

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You are the design expert and you’re
good at it! But I need more from you.

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I know you don't mean to
come across as you do but

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there is a situation that
has to be addressed here.

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You also need to provide customer service.

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Sure. But, I mean, if he over-reacted....
I just don't think it's my fault.

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I can understand how you might feel that
way. But this isn’t the first time.

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I've seen it happen enough times to
know that there's a problem here.

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Do you see my point?

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Well, if people are taking me wrong, then,
yeah, I guess you could call it a problem.

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It's important you see how you
can affect other people, Amir.

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Maybe sometimes I do come across a
little, I don't know, a little too blunt.

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Okay, so maybe we could talk about
some changes you could make

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in the way that you deal with
people from other departments.

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I've talked with him about this
before, it never seemed to sink in.

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Probably because I just "suggested"
he could do something differently.

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But this time, I made sure he knew
exactly what needed to happen.

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I expect you to deal with people in
a way that shows you respect them

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and that you care about what
they're asking for, okay?

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I thought I was taking care of them!
I mean, if I didn't care,

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I would just do whatever they wanted
- even if it’s not a great idea.

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I’m glad you’re committed
to doing a good job but,

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the fact is, part of doing a good job is also
being kind to the person that you’re serving.

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A lot of our attitude comes
across in our body language,

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our tone of voice and in
the words that we use.

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Does that give you some ideas on
how you could make some changes

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to show a positive, caring attitude?

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Well... For one thing... I know when
I get frustrated with somebody,

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I kind of like, roll my eyes - you know.

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Okay, so you could remember to
make steady eye contact and smile?

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Maybe you should write these down.

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It would have been easy enough for me to
just say, "Good enough. Problem solved."

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But I really wanted it to sink
in, so I couldn't stop there.

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Another idea to let people know you respect
their opinions is to say things like,

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“I understand what you’re saying. Do you
mind if I give you my perspective?”

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or “Can I tell you what I’m thinking?”

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Oh, and did I mention following up?
Not because we're paranoid or anything.

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Okay, maybe sometimes. But,
it's still a good idea.

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Thanks so much. No problem.

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Hey, nice job. Good eye contact.
And you slowed down and asked questions.

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It's just tough to do sometimes.
Well, I appreciate the effort.