Thanks to ChosunBiz – South Korea’s largest newspaper – for interviewing me for a cover story. Thought you might enjoy highlights from our interview with these Tongue Fu! tips on how to lead and influence with respect … because everyone wants, needs and deserves to be treated with respect.
1. What is the core of new elements for 21st Century leadership?
We are no longer in the information age; we are in the connection age. Information is no longer enough to earn people’s attention and respect. If what we’re trying to communicate isn’t connecting, we’re wasting everyone’s time.
This is different from the 20th-century charismatic leadership because that was based on “I am the boss, you have to listen to me. I’m senior to you, you must pay attention and do what I say.”
Journalist Eleanor Clift says, ‘We’re all in a race to be relevant. ” In today’s short-attention-span world of INFObesity, if we don’t make what we’re saying personally relevant to whoever we’re trying to connect with; they will ignore us and nothing will get done.
2. How can leaders express their empathy when talking to employees?
First, ask themselves before they say anything, “How would I feel if this was happening to me? How would it feel to be on the receiving end of this message?”
Those four words “How would I feel ” are the quickest way to understand – and empathize with – what it’s like to be in someone else’s shoes.
Second, by prefacing what you say with “.” and then inserting how you anticipate the employee is feeling.
For example, ” I can only imagine how frustrating it must be to find out we’re going to have to start from scratch after you’ve spent several weeks on this.”
Or “I can only imagine how tired you must be after putting in a 10 hour day yesterday, so please know how much I appreciate you staying late again to get this project finished.”
3. How can CEO’s make other people feel comfortable and empowered when they’re talking?
SIT DOWN. As long as you are standing up and other people are seated, your body language is reinforcing that you are in the superior position and they are in the inferior position. It seems like you’re towering over them. It diminishes them, makes them feel small and makes them feel you’re the teacher and they’re the students. This perpetuates the “I’m in control, you’re not” leadership style.
When you sit down, you level the playing field. It’s a way of saying, “We are on equal ground, we can see things eye to eye. It encourages people to speak up because they feel you are one of them instead of above them.”
Next, say “In the past …” For example, “in the past, you may have felt your opinion didn’t matter.”
“In the past, employees may have been punished for sharing honest feedback that appeared to be critical.”
Then, bridge with “and now…”
“And now, we welcome your honest input because we rather know what’s not working so we can fix it.”
“And now, we encourage you to point out what we can do better because we want our company to be more productive and profitable.”
4. How can senior CEOs overcome the generation gap and connect with younger employees?
First, make young people the expert. Give Millennials an opportunity to showcase and share what they know, what they’re good at.
For example, say “Our organization wants to be even more relevant to millennials. As a 20-something, we welcome your suggestions on how we can describe our products and services in ways that make them more appealing to your friends. What are your recommendations on how we can do that?”
Or, ask for advice on how to leverage social media and new tech devices.
Say, “We know we could do a better job being more current and staying up-to-date with all things digital. What do you think we could be doing to reach more young people with apps, Snapchat, Facebook, Instagram, YouTube or other popular online options?”
5. How can young CEOs and leaders communicate better with older managers?
First, take notes.
Young people are often quick thinkers who tend to get impatient when older managers start talking about “In the old days…” or “How we used to do this …”
Carry a notepad with you and jot down what people are saying. Instead of getting distracted, interrupting or cutting them off, it helps you stay focused on what they’re saying.
When they’re finished talking, paraphrase what they said from your notes. This shows respect and that you really heard them.
Then, move the conversation to what can be done about the situation.
Resist the urge to check a digital device (a laptop, iPad or smartphone) when older people are talking. Put it face down on a nearby surface or turn away from your laptop and LOOK at the person speaking.
Don’t even glance at your smartphone if it pings. Non-digital natives will never believe you’re listening if you’re checking your digital device. They feel disrespected.
6. What kind of TONGUE FU!® or INTRIGUE skills can be used to earn people’s respect and favorable attention in the following situations?
A) Town hall:
Address the time. Anxiety is defined in two words – not knowing. If people don’t know how long you’re going to talk, they’re not listening, they’re in a state of resentful anxiety.
For example, say, “I know it’s 7 PM on a weeknight and you’ve already put in a long day and many of you have children waiting for you at home… so we’re going to keep this town hall meeting to 45 minutes so you can all get back to your families at a reasonable hour.”
Or, if this is a controversial issue, address the elephant in the room.
Say, “We know this is a highly charged issue and people have strong feelings. So, to make sure the discussion stays pro-active and everyone has an opportunity to speak, we are going to follow these ground rules.”
B) a meeting with managers when you want the truth.
Be straightforward that you want the whole truth and nothing but the truth – even if it’s not good news.
Say, “I can only imagine you might be reluctant to tell us what’s not working because you wonder if you’ll be blamed for it. Our priority here is not to find fault, it is to find solutions. We ask you to please share your honest assessment of what’s undermining our effectiveness. We can’t fix what’s wrong if we don’t know what’s wrong. Thank you in advance for giving us the truth even if it’s not pretty. We will all be better for it.”
You’re welcome to share these questions/answers with your team at your next staff meeting. Hope it catalyzes an important conversation about how to earn people’s attention and cooperation by influencing with respect.
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Want to share these Tongue Fu!® and INTRIGUE leadership approaches with your group? Contact Cheri@IntrigueAgency.com to arrange for Sam Horn to keynote your convention or company meeting. Discover for yourself why her inspiring presentations receive raves from such clients as Boeing, Cisco, Intel, Four Seasons, Capital One and National Geographic, Also, check out her TEDx talk on Intrigue and Influence with Respect – and her books Tongue Fu!® POP! and Washington Post Bestseller Got Your Attention?