WEBVTT 00:00:00.697 --> 00:00:03.342 One of the reasons coaching works so well for me 00:00:03.343 --> 00:00:06.524 is it gives me an opportunity to pass on information to employees, 00:00:06.525 --> 00:00:10.129 without making them feel like they're not the sharpest tool in the shed. 00:00:10.129 --> 00:00:12.790 Sure, it may take a little extra time to show them something, or.. 00:00:12.790 --> 00:00:16.136 to clearly explain what needs to be done and why... 00:00:16.150 --> 00:00:17.365 But being specific.. 00:00:17.366 --> 00:00:21.800 is the best way I know of to get good people headed in the right direction fast. 00:00:25.925 --> 00:00:28.533 Here's a good one - "attitude problem." 00:00:28.670 --> 00:00:31.518 How do we deal with someone who's going 100 miles an hour 00:00:31.519 --> 00:00:33.965 in the right direction and doing a good job, 00:00:33.966 --> 00:00:37.138 but royally ticking off co-workers or customers in the process. 00:00:37.150 --> 00:00:42.673 Here. Thanks, you have a nice day, too? 00:00:42.994 --> 00:00:44.921 I don't see what the problem is with this one? 00:00:44.922 --> 00:00:48.879 The problem is there's so nothing I can do with this. I mean, what do you expect? 00:00:48.890 --> 00:00:52.058 What? Excuse me, Trish. Is there a problem? 00:00:52.158 --> 00:00:54.908 This wasn't the first time I had to step in. I know she doesn't like it. 00:00:54.925 --> 00:00:57.592 But I had to do something. 00:01:07.623 --> 00:01:10.473 When it comes to coaching an "attitude problem," 00:01:10.475 --> 00:01:12.959 there's a couple of things that seem to work for me. 00:01:13.000 --> 00:01:15.996 One - I always make sure it's done in private. 00:01:15.999 --> 00:01:20.256 And then I make sure my body language, my tone of voice, 00:01:20.260 --> 00:01:24.747 use of specific examples and the behavior I expect to see, 00:01:24.748 --> 00:01:28.973 everything - makes it crystal clear that I am not messing around. 00:01:28.974 --> 00:01:31.512 This problem has got to stop. Now. 00:01:31.513 --> 00:01:34.903 Trish, have you got a second? I guess. 00:01:34.904 --> 00:01:37.786 Why don't we go into my office and talk? 00:01:38.490 --> 00:01:42.576 What I want to talk to you about is a problem that's a real concern. 00:01:42.579 --> 00:01:47.130 Now, you may not be aware of it, but sometimes the way you deal with people 00:01:47.131 --> 00:01:54.422 particularly our internal customers comes across as uncooperative or impatient. 00:01:54.430 --> 00:01:58.623 And, in some cases, disrespectful. Disrespectful? Give me a break. 00:01:58.624 --> 00:02:01.300 I'm sure you don't mean to be, but the fact is your attitude 00:02:01.300 --> 00:02:04.995 can effect how they feel about our department and about you. 00:02:04.999 --> 00:02:08.130 You've got to understand the reason we're here is our customers. 00:02:08.130 --> 00:02:11.458 That's our job - to help them. I'm not sure I know what you mean? 00:02:11.812 --> 00:02:15.374 Well.. Let me give you an example. In working with Michelle... 00:02:15.375 --> 00:02:18.051 I told her that we couldn't help her. And that's the truth. 00:02:18.055 --> 00:02:20.987 But your tone of voice was sharp and the look on your face 00:02:20.987 --> 00:02:23.696 communicated that you felt she should have known better. 00:02:23.697 --> 00:02:26.179 I'm sorry, but that's so not what happened. 00:02:26.180 --> 00:02:30.822 To her it was. Tell me how you see it. 00:02:30.960 --> 00:02:34.458 Like I said, I was just telling her the truth. 00:02:34.622 --> 00:02:38.195 Look, we'd done what she wanted, that piece would have gone to the printer 00:02:38.195 --> 00:02:40.110 and come back looking like junk. 00:02:40.117 --> 00:02:43.019 Then she'd be back in our face saying it was our fault. 00:02:43.119 --> 00:02:46.650 I appreciate what you're saying. And I don't doubt that's how it seems to you. 00:02:46.651 --> 00:02:49.189 I know you don't mean to come across as you do. 00:02:49.363 --> 00:02:52.758 But there is a situation here that needs to be addressed. 00:02:52.758 --> 00:02:57.394 I don't know. I mean, if she had over - reacted.. that it wouldn't be a totally.. 00:02:57.541 --> 00:02:59.506 I just don't think it's my fault. 00:02:59.507 --> 00:03:02.569 I can understand how you might feel that way. 00:03:02.581 --> 00:03:07.532 But I've seen it happen enough times to know that there's a problem. 00:03:07.533 --> 00:03:09.235 Do you see my point? 00:03:09.527 --> 00:03:14.241 Well, I mean if people are taking me wrong, then, yeah, 00:03:14.242 --> 00:03:16.739 I guess it's something you could call a problem. 00:03:16.740 --> 00:03:21.713 Well, it's important that you see how you may affect people, Trish. 00:03:21.960 --> 00:03:25.187 Well, maybe... 00:03:25.189 --> 00:03:29.968 maybe sometimes I do come across a little too.. I don't know, a little too blunt. 00:03:29.969 --> 00:03:32.385 Then let's talk about how you could make some changes 00:03:32.386 --> 00:03:35.321 in the way you deal with people from other departments. 00:03:35.421 --> 00:03:39.002 I'd talked with her about this before, but it never really seemed to sink in. 00:03:39.003 --> 00:03:41.753 Probably because I'd suggested she could do better. 00:03:41.754 --> 00:03:46.006 But, this time, I made sure she knew exactly what needed to happen. 00:03:46.010 --> 00:03:49.120 I expect you to deal with everyone in a way that shows you respect them 00:03:49.121 --> 00:03:52.122 and care about what they're asking for. Okay. 00:03:52.206 --> 00:03:56.577 I thought I did. I mean, if I didn't care, I'd do whatever they wanted 00:03:56.577 --> 00:03:58.272 even if it wasn't a good idea. 00:03:58.275 --> 00:04:01.501 Well, you know, a lot of our attitude comes across to people through 00:04:01.502 --> 00:04:05.295 our body language, our tone of voice and the words we use. 00:04:05.296 --> 00:04:08.109 Does this give you any ideas for what you could do 00:04:08.110 --> 00:04:11.451 to show a more positive, caring attitude? 00:04:11.451 --> 00:04:16.068 Well... for one thing... I know that sometimes when I get frustrated 00:04:16.069 --> 00:04:19.225 with somebody, I tend to... you know roll my eyes. 00:04:19.230 --> 00:04:23.858 Then you could remember to make steady eye contact and smile? 00:04:24.028 --> 00:04:26.745 Here.. why don't you write those down. 00:04:27.444 --> 00:04:31.396 It would have been really easy for me to say, "Good enough. Problem solved." 00:04:31.397 --> 00:04:34.763 But if I really wanted this to sink in, I couldn't stop there. 00:04:34.764 --> 00:04:38.205 How about this? When you find yourself getting frustrated with someone, 00:04:38.206 --> 00:04:41.362 instead of disagreeing, stop and ask a question. 00:04:41.363 --> 00:04:44.208 Then listen and show you're listening. Okay? 00:04:44.231 --> 00:04:46.774 Not easy. But, okay. 00:04:46.775 --> 00:04:49.574 Another way you can show people you respect their opinions is 00:04:49.575 --> 00:04:52.858 by saying things like, "I understand what you're saying." 00:04:53.479 --> 00:04:58.868 Oh, and did I mention following up? Not because we're paranoid or anything. 00:04:58.869 --> 00:05:02.121 Okay, maybe sometimes. But, it's still a good idea. 00:05:02.122 --> 00:05:04.830 Thanks so much. No problem. 00:05:04.930 --> 00:05:09.682 Hey, nice job. Good eye contact. And you slowed down and asked questions. 00:05:09.782 --> 00:05:13.610 It's still hard to do sometimes. I appreciate the effort.