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Positively impacting many through development

November 5, 2019 by Heidi Frye

 

Emily Kieliszewski, Heidi Frye, Summer Minnick

  • Approximately 45% of state and local government jobs in Michigan are held by women.
  • Approximately 40% of assistant City Manager positions in Michigan are held by women.
  • Yet only 16% of City Manager positions in Michigan are held by women (Nationwide this number is 13%).

This is how The 16/50 Project was born. After recognizing this disparity, the Michigan Municipal League, went into action. The goal was set: move the number from 16% to 50%!

But how?

How indeed. Summer Minnick, Deputy Director & CMO of the Michigan Municipal League, took on the monumental challenge of designing and creating a program to do just that. She quickly assessed that addressing skill-set-gap training and introducing participants to successful role-models were core components to the program. Summer instinctively knew for the program to be successful, a key coaching/self-development component was required to shift thinking, perspectives, and performance! The end result was a very intentional development program designed to close this gap. Now, time to put it into action! Emily Kieliszewski, Member Engagement Specialist at the MML, seized the opportunity to spearhead the program – functioning as ambassador, hand-selecting and inviting dignitaries as panelists and speakers, and overseeing execution. She took ownership of the program and made it a (successful) reality. Kudos to both of you! (Pictured above: Emily Kieliszewski – left, Summer Minnick – right)

Forbes Councils Member and writer, Kristin Constable shared her perspective on upcoming learning and development trends in her April 2018 article, which included: develop the required technical skills for today; develop leadership capacity at all levels of the organization; and facilitate whole-person development. Check, check, and check. The 16/50 program was on track!

I am honored to have partnered with these two go-getter-change-agents in presenting/speaking to the 2018 & 2019 Classes! The Class of 2018 was so successful a follow-up was required. As we wrap up this year’s 5-part series, we (again) see shifts. Shifts confirmed by the back-in-the-real-world stories the participants share.  Shifts confirmed by their responses and aha’s. Shifts confirmed by the promotions they’ve attained. They are chipping away at the number!

This program demonstrates how a full, robust, whole-person approach to development promotes growth at a root level. This is especially exciting because focusing on development at the root, or core, allows growth to exponentially and positively impact many.  Isn’t that what we should expect out of development work?

 

Filed Under: Communication, Development, Leadership Tagged With: 16/50 Project, City managers, coaching, core, development, development program, Emily Kieliszewski, Michigan Municipal League, MML, root, state local government, Summer Minnick

What does your leadership say about you?

March 7, 2018 by Heidi Frye

Many business travelers know this feeling…realizing you just missed your connection by 20 minutes at the end of the night, in the middle of a snowstorm, with no hotels left in the area. leadership

I just rescheduled my connecting flight for an early morning departure. Bummer. After asking the ticket agent if there was a spot for stranded travelers, I was directed to a huge pile of mattresses, blankets, and pillows in a big heap at the end of the concourse. I collected my loot and asked another woman for the “best place to sleep” – she winked and directed me to a quiet little secret hideaway on the concourse balcony. Up the stairs I climbed with my mattress, pillow, blanket, purse, and backpack in hand. Out-of-breath, I chose “my spot” – not one of the fellow straggler-travelers glanced in my direction. In an effort to change the dynamic, I dropped my belongings and immediately began introducing myself to my new roommates. Nearest me were Steve, Hannah, and ticked-off grumpy guy.

In terms of airport-overnight stays, I hit the jackpot! An outlet for my devices, chairs to act as a wall, a mattress (vs. a cot – once upon a time in O’Hare…awful!), and a “trust buddy” in Steve (Steve and I made a pact to watch out for each other on bathroom runs, etc.). Right now, sitting on these two chairs with my feet up, I really couldn’t be too much more comfortable in my own living room – that’s what I’m telling myself anyway. It’s all good. Let’s see what I say in the morning – LOL.

In these situations I love the leadership metaphors that emerge! Here are a few from tonight:

  • Trust is a visceral, gut-level, instinctual thing – Standing in line to rebook connections for our 3-4 hour-delayed flight – the young woman behind me, who had barely spoken a word, looked up at me and said “when we get into MN, I live 10 minutes from the airport – you are welcome to stay in the spare bedroom – you can Uber back in the morning to catch your connecting flight.” I laughed, suggesting she was being a bit hasty to invite a stranger into her home, and she responded, “No…I can tell, you’re a good person. You’re welcome to come over if you want.” Unfortunately we lost each other after the flight, but the gesture was not lost on me. Tia, my hero! I so appreciated her trust in me (it was mutual :)).
  • How you conduct yourself in a crisis says everything about you as a leader – Need I say more? We’ve all seen the range of behaviors at the airport…
  • A common goal or situation can bring people together if rallied. But until rallied, they are just individuals experiencing the same situation.
  • People generally don’t trust (or like) grumpy/negative people…or leaders – Everyone steered clear of grumpy guy – I know I felt his bad energy and definitely avoided him. We had this cool vibe going with the other passengers coming together, and he did not fit in. At some point in the middle-of-the-night he disappeared. Our energy speaks louder than our words!
  • Unaware people/team members can negatively impact the team. This section of the airport is designated as a “quiet area”. Travelers are attempting to sleep (it is midnight after all) and the influx of unaware late-comers is disruptive and rude at best…loud sarcastic comments (man, this sucks…living the dream!) and lengthy phone conversations (go in the hallway!). Clueless.
  • Put yourself out there and do the right thing – AND – Human kindness is our default mode. When I introduced myself and suggested we be “trust/watch-your-stuff-buddies”, the look of relief was palpable…often times, others are “thinking the same thing” but are afraid to speak up. My new buddy Steve, and I, took care of each other…nothing like shared subs, apples, and toothpaste to say “I care.” And again, Tia.

Whether traveling across the country, or traveling into your office…what does your leadership say about you?

Filed Under: Communication, Culture, Leadership, Life, Uncategorized Tagged With: airport, Authenticity, common goal, do the right thing, human kindness, leadership, rally cry, travelers, trust, unaware leaders, visceral

Customer Service Leadership – unexpected and inspiring LITER-ship

January 10, 2018 by Heidi Frye

I walk into Rishi’s International Beverage to purchase my annual “alcohol inspired” client gifts. Within seconds of walking in the door, the owner Rishi, who is finishing up with another customer, locks eyes with me, comes over and gives me a hearty hug and a warm hello! He knows exactly who I am, yet I only visit his store once a year for approximately 10 minutes (admittedly, I do spend hundreds of dollars in that span of time :)). He springs into action – knowing my intention for locating specialty, high-end, totally indulgent selections. He escorts me around the store, inquiring about my executive clients, one by one. “So tell me about this guy – what’s he like, what’s his personality, what’s your price point, what type of alcohol?” Trusting him implicitly with the task of making the perfect selection (he hasn’t failed me yet!), I respond, “Well…he’s grounded, salt-of-the-earth, classy, manscaped (yes, I actually said that), he likes to drink X, and I want to spend about….” “I have just the perfect thing.” Done. He gives me a brief description and rationale about the choice – we’re on to the next one. One of my responses sends him into the back room to grab a special one-of-ten-from-the-private-inventory bottles of Bourbon. Buying from Rishi is fun. Plain and simple. This is not a liquor store, it is an Alcohol Emporium! He leads by example – his team is engaged, conversational, and professional. As I was paying, I thought, Hmmm…who would have thought, inspiring leadership at a liquor store…no, correction, inspiring LITER-SHIP at a liquor store! Ha!!

In Inc. Magazine’s article, “10 Things Every Customer Wants” author Geoffrey James, teases the reader with the the tagline: “Surprisingly, the best price and best value is at the bottom of the customer’s priority list.” The Top 10:

  1. Bring New Perspectives and Ideas (help the customer come up with workable solutions)
  2. Be Willing to Collaborate (customers do not want to be sold, they want you to work with them!)
  3. Have Confidence in Your Ability to Achieve Results (your confidence is contagious and knowledge in your product greatly impacts the customers’ belief in your solution)
  4. Listen, Really Listen, to the Customer (It’s about the customer not you – as much as you want to interject with the perceived product offering, let them finish)
  5. Understand ALL the Customer’s Needs (how will buying from you satisfy their product needs AND their personal needs?)
  6. Help the Customer Avoid Potential Pitfalls (customers what your help minimizing risk with the purchase…they are relying on you to help them)
  7. Craft a Compelling Solution (customers expect solution selling – defining and promoting a workable solution)
  8. Communicate the Purchasing Process (the expectation is no surprises, no last minute up-selling, plain and simple language about price)
  9. Connect Personally With the Customer (“ultimately every selling situation involves making a connection between two individuals who like and trust each other”)
  10. Provide Value that’s Superior to Other Options (#10, the first time price is mentioned…if you can’t meet the above 9, and the price is lower somewhere else, your customers should go buy from someone else!)

Amazingly, I could check of every one of these Top 10 in my 10-15 minute encounter with Rishi! It is no wonder he’s growing!

In the Harvard Business Review article “The State of Customer Service Leadership”, Leonard A. Schlesinger states,

Many of the essential skills that great service leaders must have are similar to those that are important for all general managers—effective communication, the analytic ability to size up a situation quickly, skills of reflection and concentration, and the ability to inspire others//The basic relationships between employees, customers, and financial results, in that order, that we set forth in the original service profit chain formulation still hold true. But a great deal of research over the past 20 years or so have put a lot of meat on those bones. As one example, we’ve come to learn more about creating the high-trust environment that leads to engaged employees who provide exceptional service that makes customers coming back for more—a combination that results in higher revenues and profits.

When I dropped off one of those special bottles of Bourbon to a CEO client, he said, “Oh wow, I can’t wait to try this, I’m going to enjoy this!” I assured him, “I’m sure you will too, Rishi always takes care of me!”. His eye got wide, his head tilted to one side, and he said “That’s funny, somebody else said the exact same thing just the other day!”

A reputation for LITER-ship! Cheers!!

Filed Under: Communication, Culture, Leadership, Life, Personality, Teamwork Tagged With: 10 Things Every Customer Wants, customer service, engagement, lead by example, leaders, leadership, liter-ship, reputation, Rishi's International Beverage, team, The State of Customer Service Leadership

Leadership and the impact on employee excellence, drive, and performance

November 30, 2017 by Heidi Frye

One of my very cool business-owner-clients sent me a great thank-you note about the culture work we did in 2017, with a motivating message about our 2018 plan. Great note and proudly displayed on my desk. However, my favorite part about his note was the envelope, this envelope…now posted on my bulletin board – I love this quote!

Because I reflect on these words everyday, attitude has been on my mind lately, and a primary focus… The lens through which I am viewing, my lens, is “leadership”. Based on my executive coaching interactions, I can easily say, the majority of leaders with whom I work (ha…like 99%!), go directly to “how do I fix this employee’s bad attitude?” (Do Not Pass Go!). From their perspective, “attitude” is all on the employee. No culpability on their part. Well…that’s not totally accurate. Maybe it’s more like they do not believe, or even realize they directly influence attitude. They can, and they do. You do too.

In the March 2017 Harvard Business Review article, “Motivating People Starts with Having the Right Attitude”, author Monique Valcour states,

Many leaders don’t understand that they are an integral part of the motivational ecosystem in their companies. The motivational qualities…[persistence, being a self-starter, having a sense of accountability for and commitment to achieving results, and being willing to go the extra mile on projects or to help other team members] appear most frequently when employees feel valued, trusted, challenged, and supported in their work — all things that leaders can influence. For better or worse, leaders’ attitudes and behaviors have a huge effect on employees’ drive and capacity to perform.”

Our ability as leaders to directly influence or “fix” an employee’s negative attitude, or at a minimum, enhance an employee’s positive attitude, is threefold.

#1- Are you a leader your followers want to follow? [A great read is the classic HBR article “Why Should Anyone Be Led by You?”]

#2 – Are you a living example of great leadership?

#3 – Are you modeling a good/great attitude yourself?

Are you influencing and motivating a/an (take your pick: positive, productive, performance-enhancing, empowering, engaging, can-do) attitude while being a strong leader? This is key to leveraging your organizational talent. Taken from Entrepreneur.com, and the article “6 Key Tips for Leading by Example”, the 6 key tips impacting employee drive, performance, and excellence are (drumroll please!):

1. Establish an impeccable standard of excellence.

2. Deliver on results promised.

3. Value people and nurture relationships.

4. Promote strategic cooperation

5. Resolve conflict quickly and effectively.

6. Freely develop and support others.

No big surprise take-aways…just basic great-leadership tenets. Do these well, and enjoy the cascading, domino effect.

Lead by example…model positive attitude…influence positive behavior in others…increased engagement…greater ideas, bigger effort, enhanced quality…employee happiness, improved quality, increased customer satisfaction, increased sales, greater profits…

…and it all starts with YOU!

 

Filed Under: Communication, Culture, Leadership, Motivation, Uncategorized

The Gift of Feedback

April 30, 2017 by Heidi Frye

 

feedback

It’s a broad-sweeping statement but based on my experience, most leaders (heck, most people!) do not have an accurate awareness of their impact on others…not surprisingly, underestimating it. In working with hundreds of business leaders, very few understand the depth and breadth of their impact. Yes, many do have an awareness of their less positive attributes, but many do not truly understand the ramifications on the people, the business, or the culture. Disengagement, misunderstandings, fear to speak up, passive agreement…all outcomes that hit the bottom-line.

As a kid, I remember one night over dinner, my father who owned his own business, recounted a less-than-favorable interaction with “a regular”. This particular customer had come in to complain about how a random-careless-human-act had negatively impacted her experience and ultimately the product. As only three devoted and vocal daughters could do, in high-pitched hysteria we went into full-on protective mode, “how dare she…what was she thinking…that is so terrible…how mean…!!!”, when my father signaled for us to “pipe down”. He told us how she had been his best customer that day…how impressed he was that she had come in to speak to him…how grateful he was. Wait. What??! In the words of Dad, “if she hadn’t given me that feedback, I wouldn’t be able to fix my business – make it better…how would I ever know? How many other customers, who don’t say anything, would never come back in? I would have lost their business without a chance! Because of her feedback, I can improve. It was a gift.”

Hmph. Hadn’t thought of it that way. Yep, Dad reframed feedback for me. A lesson that has lasted a lifetime.

When clients get the “gift of feedback” (whether from peers, their manager, friends, their team, or their coach!), are able to put their ego on pause to really hear what is being said, and take it to heart (this is key!), they experience huge growth.

Feedback is not easy to deliver, it takes great courage to give, and is most often, intended to help. It is a gift. How to respond? No rebuttals. No defensiveness. A mere “thank-you” is appropriate.

The rest is on you.

Filed Under: Communication, Leadership, Life, Uncategorized Tagged With: awareness, business, Dad, ego, feedback, growth, impact on others, leaders, leadership

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