To Be a Great Leader You Have to Listen

Two skills make up the backbone of coaching: listening and asking questions. Today we are going to focus on listening.

Often leaders and managers under develop their listening skills. Why? For one, they aren’t taught how to truly listen. Second, leaders are expected to have all the answers. And third, it’s physiologically hard to listen.

The human mouth plods along at 125 words per minute, while a neuron in the brain can fire about 200 times a second. No wonder our mind wanders when there’s so much time in between the words of a conversation! This is part of the reason why we remember only 25% to 50% of what we hear.

Plus, when we are talking, we get a rush of chemicals sent to our reward and pleasure centers. There is no such reward for listening. When you listen, you are halting your natural ways of thinking. It is like holding your breath. When you practice listening, it’s a fitness test for the brain.

And don’t forget about the fact that feelings, assumptions and anxieties tend to dominate much of our attention while communicating, which makes it difficult to concentrate on what others are saying.

The good news is that listening skills can be learned and improved. While leaders can be coached in listening skills, it’s also important for managers who want to coach their team to master the art of listening. In other words, it’s a fundamental aspect to coaching no matter which side of the equation you’re on.

Why Listen?

Why bother? If you’re not listening at work, it’s easier to misinterpret a discussion as a decision. You may underestimate the importance of objections and ambivalence. And not listening is a quick way to dissolve trust between leaders and their teams.

Many of the reasons people choose to be better listeners include:

• Increase their emotional intelligence
• Gain more trust and influence with others
• Better understand their client’s and customer’s needs, in order to innovate ways to meet those needs
• Have people experience what it is like to be completely heard and understood
• Build respect, and to learn from others

Being a better listener takes effort and a strategy. Much like any sport, you will want to learn the steps, and then practice, practice, practice. Your coach will help you do this, but you can also practice on your own. 

Master Active Listening

The first thing to master is called active listening. What is it? There are five parts of communication—what’s said, what’s not said, words, tone of voice, and body language. Here’s an interesting article on the language of leadership.

Active listening is the process of fully attending to all parts of someone’s communication.

To improve your active listening skills, practice these three steps: 1) Focus on yourself, 2) focus on the other person, and 3) focus on the environment.

Here are some tips:

Three Steps to Improve Your Active Listening Skills

1. Focus on Yourself

• Quiet your own thoughts and emotions
• Make eye contact with the speaker (it will help you concentrate on them)
• Mentally restate what you’re hearing them say
• If you miss anything, or something seems unclear, ask them to repeat it

 2. Focus on the Other Person

• Make eye contact with the speaker (to let them know you’re listening)
• Make appropriate reactions and sounds
• When they’re done, repeat what you heard out loud
• Do this until you’ve clearly heard what they were trying to say

3. Focus on the Environment

• What do you hear? (Restlessness? Calm?)
• What do you see? (Head-nodding? Phone use? Taking notes?)
• What does your emotional intelligence say? (They’re losing interest? They like this idea!)

Next time you’re in a meeting, glance around. Is what you are hearing different than what you are seeing? Is what you are seeing different from what you are feeling?

Practice each step of listening until you feel you’ve mastered all three. Ask a few nonbiased people if they perceive you as a strong listener. Then actively listen to their responses! Active listening will greatly improve your coaching, and will benefit all of your relationships—inside or outside the workplace.

There are also things you can do day-to-day to improve your listening skills. Read over these tips on a regular basis until they are set in your mind.

Day-To-Day Listening Practices

To improve your listening, DO:

• Be 100% present. This means turning off all electronics, and keep your eyes on the person.
• Be content to listen and to stay in the conversation until the person feels like they are fully heard.
• Ask questions and take notes, including word clarification. Many words in the English language have more than one meaning, or can vary drastically (such as the word “soon”).
• Show engagement in your posture and your tone of voice by leaning into the conversation, and keeping your voice level.

To improve your listening, DON’T:

• React emotionally. Stay calm and focused on the other person.
• Offer suggestions or advice. This is a hard one! Yet if you are truly listening, all you’re doing is pulling information out. As soon as you start suggesting solutions, you are no longer listening.
• Talk about yourself. Even if you have had the same experience, don’t tell your story. It takes the attention off the person and back onto you. A simple “I have been there” can do the trick.
• Look at anything but the person. Stay focused on the person’s eyes, facial expressions, and body language.

It can’t be stressed enough just how important listening skills are for coaching. Whether you invest in building your listening skills by working with a coach, or commit to practicing yourself, it will be well worth your while. Paired with a strong grasp on how to ask the right questions in a coaching environment, which you can review here, you are well on your way to using coaching as a tool to enhance your impact as a leader.

How to Train Your Staff With A Decreasing Budget

In our last blog, How to Use the 70/20/10 Model to Develop Careers, we discussed the “what”, “when” and “how” of using the 70/20/10 Adult Learning Model for employee development. Now let’s discuss the “why”.

Managers face daily decisions to ensure their team gets what’s needed for success. But with budgets getting smaller, it’s hard to stretch resources. After reading this blog, you will learn several tips on how to stretch your training budget, spend wisely, plan strategically and still meet your employee development goals.

The “Why” to Employee Development

What is the return on investment (ROI) for a manager who wants to allocate time and financial resources for her employees? Simply put: a better prepared employee is a more productive employee. According to the Association of Talent Development (ATD), companies that invest in training employees see a 218% higher income per employee than companies that don’t. The 70/20/10 model for employee development is one effective tool to leverage the current talents of your staff and build stronger teams, which increases the organizational bottom line.

We know that the manager cannot motivate an employee to improve; that has come from within the employee. However, managers can create a learning environment for them to grow. How? The first step is to take an inventory of the current staff, using a consistent assessment tool such as a 360-degree assessment, with an objective lens to collect skills data. This full assessment will provide two sets of data in one assessment: strengths and areas to grow. By selecting the right 360 tool, you can complete two tasks at once for the same price, creating cost savings for your budget. This 360 view lets managers begin to leverage the strengths in their staff that can be shared with other employees; it also shows the delta between the strengths and weaknesses, so you can create the best strategy to decrease the weaknesses of the entire team.

Why Are Employees Leaving Your Organization?

In our daily lives, we use personal biases, intuitions, and gut feelings to make our decisions. And that’s perfectly fine. They serve us well in many ways.

However, when it comes to improving work performances, personal biases, intuitions, and gut feelings just don’t cut it.

Data can improve your own, your team’s, and your organization’s performance; people analytics can help. People analytics is the data that identifies workforce patterns and trends. Here are some questions that can be answered with people analytics:

• How engaged are our employees?
• What skills does my organization need to invest in, to achieve our mission?
• Why are my employees leaving the organization?

These questions and many more are the kinds of questions that people analytics can answer. Even if you don’t regularly use data in your job, you can still learn a lot with people analytics, regardless of your supervisory level.

A brief primer on people analytics

Before we answer why employees are leaving your organization, let’s start by defining a few terms:

Data are facts, statistics, or other items of information. Data are all around us; you just have to know how to look for it, compile it, and make sense of it. We can use data to understand problems and processes at a micro-level (between individuals), at a mezzo-level (team-level), or at a macro level (organizational level).

So who uses data?

One group of people who use data are data analysts. Data analysts organize, examine, analyze and use data to draw meaning. They tend to focus on understanding previous events to describe things that have already happened.

How to Break the Glass Ceiling

Panelists at the IREM Global Summit share best practices for mitigating bias and advancing diversity.

Cultivating talent is the industry-wide mission for the property management profession and all of the commercial real estate. At the Institute of Real Estate Management’s Global Summit last week in San Francisco, an international panel of rising leaders shared best practices and strategies for advancing that goal through diversity.

Signs of progress for women in real estate stand side by side with persistent contradictions. Women entrepreneurs enjoy a rising profile; nearly one-third of all privately held firms are owned by women. On the educational front, women bring more to the table; they hold more undergraduate degrees than men and earn 50 percent more graduate degrees than their male counterparts. Women’s workplace priorities are led by flexibility and quality of life, according to national studies; compensation ranks third.

The speakers also recounted the qualities that women in business tend to bring to the table. “The more diversity, the better your product is going to be, the better your bottom line is going to be,” noted Anne Loehr, executive vice president at the Center for Human Capital Innovation and the panel’s moderator.

Eight Ways to Improve People Processes in Your Organization

People are a critical part of every organization’s balance sheet. Investments related to acquiring, retaining, developing, and inspiring employees are critical to your organization’s success, requiring a thoughtful strategy to build and maintain a productive workforce.

CHCI’s talent life cycle, called PRIDALRM, refers to the interrelated strategies that support the most important assets of an organization – the people. Most of the activities that occur within an organization’s human resources, human capital, and talent management divisions can be distilled to one of the eight components highlighted in the PRIDALRM image. 

CHCI uses PRIDALRM to diagnose problem areas and develop targeted remediation efforts. This systematic approach to organizational performance encourages the interconnection among elements and alignment to outcomes. Let’s review the eight components.

Starting with the “north star” of the talent life cycle, the workforce PLAN sets up a framework that allows organizations to address current needs and identify future opportunities and threats. It helps answer the following questions:

• Does the organization’s workforce have the right capabilities today?
• What resources will the organization need to be successful in five years?
• How can our human capital approach give us a competitive advantage in our industry?

The next component, RECRUIT, is about talent acquisition. Talent acquisition is the organizational process which fills current and future positions and manages the transition of new employees to becoming fully productive. According to research commissioned by Glassdoor, 95% of companies admit to hiring the wrong people every year.  In fact, Society for Human Resources Management (SHRM) identified that the cost of a bad hire could be up to five times the amount of a bad hire’s annual salary; so hiring the wrong person is a costly mistake. Here are three categories of questions to ask candidates at the initial hiring process to help determine if candidates are a good fit in your organization:

People Analytics: Creating The Ultimate Workforce

People analytics, historically referred to as HR Analytics and utilized strictly as an HR function, has evolved into a systematic data-driven approach to improving your entire business.

If you are a leader or manager in a large organization, you are probably familiar with these terms. But you may be unaware how your organization can benefit from people analytics and what it will take.

That is what we will discuss today.

Table of Contents

·         What is people analytics?

·         Difference between HR, people, and workforce analytics

·         How organizations benefit from people analytics

·         Where do you begin?

·         How other organizations leverage people analytics

·         Understanding the ROI of people analytics

·         How should organizations implement people analytics?

·         What is the cost of implementation?

·         How does CHCI use people analytics to help organizations?

What is people analytics?

People analytics is the process of leveraging new or existing data within your organization to provide invaluable insights into your workforce and help you make better business decisions.

People analytics delivers facts about your organization such as why people are leaving your organization, the challenges they face, how much this is costing you, and more. Equally importantly, it paints a picture of how to anticipate and prevent these staffing challenges.

Difference between HR, people, and workforce analytics

People analytics, HR analytics, workforce analytics, and even human capital or business analytics are all different terms that share a common purpose: to improve all areas of business performance through the use of workforce data. Whatever you call it, the goal is to create a productive, innovative and powerful workforce, which positively affects the bottom line.

How organizations benefit from people analytics

The true value of a well-structured people analytics initiative will reflect directly on your bottom line. We’ll talk more about this in a minute, under the ROI section.

For now, here are a few ways your organization can benefit from people analytics.

Ten Ways Organizations Benefit from People Analytics

1.     Understand and improve retention

2.     Identify patterns of racial bias or inequity in compensation

3.     Create effective, non-biased processes for hiring and promoting

4.     Strengthen workforce decision making

5.     Increase accountability

6.     Shift team silos

7.     Improve employee productivity and commitment

8.     Determine the traits of your quality employees

9.     Seek better employee sourcing options

10.Develop a culture where decisions are made in accordance with the evidence

How does it help my organization make better decisions?

A crucial component of people analytics is the ability to make informed decisions based on user data. An example of this is McDonald’s. They learned that employees working in groups containing a healthy mixture of generations tended to be happier. Happier workforces can lead to improved service, product quality, and teamwork, all creating higher value for the restaurant brand.

Three Ways Learning Agility Can Help Your Career Growth

We have a guest blog this week about a fascinating topic: Learning agility. Thanks for David Hoff, co-author of Learning Ability-The Key to Leader Potential.

Learning agility is finding yourself in a new situation and not knowing what to do – but then figuring it out.

Why would that be important? In an organizational context, if you are promoted from one function to another or from an individual contributor to a manager role, how do I know you will be successful? The answer is that I don’t, because you’ve never done the job before. The research says if leaders make that decision without the help of an assessment process, the odds of the person being successful is 50-50 – essentially the flip of a coin.

What is the cost if the coin lands on the side of being unsuccessful? It depends; the range is anywhere from one to three times that person’s fully-loaded pay, including compensation and benefits. That’s an expensive coin toss!

Most organizations use a performance management system to give employees feedback on their performance and to equitably distribute merit increases. The output of this process is supposed to be a development plan, which describes the key objectives a person should achieve in the coming year and the areas he or she should begin to improve.

Some companies put additional time, effort and money into critical jobs and/or high-potential employees. There are different definitions of high-potential employees; a common one is a person with the ability to be promoted two levels above his or her current level. An example would be a manager with the ability to be promoted to a vice president. You can’t spend significant additional dollars on everyone, so who gets this extra time and attention? That is the $64,000 question.

One answer is to spend time on the most learning-agile person. But how do you determine learning agility? That question has stumped people in the talent management field for some time. My favorite response is, “Those who can learn on the fly.”

How do you operationalize that definition? What would I see a learning-agile person do? How would I teach someone to? Be more learning-agile? These questions are where learning agility becomes more complicated.

Researcher Scott DeRue, from The University of Michigan, established a model that identifies speed and flexibility as the two most important factors determining learning agility. Learning agility is about being able to digest a large amount of information quickly and figure out what is most important (speed). DeRue defines flexibility as the ability to change frameworks to help you understand how different things are related or connected.

DeRue also made a distinction between learning agility and learning ability. “Ability” means the cognitive ability or “smarts.” Ability is important to a point, but then, smarter is not necessarily better. Earlier, I noted that learning agility is being in an unfamiliar situation, not knowing what to do and figuring it out. The ability takes you to a certain point. Then, agility becomes more important.

DeRue says there are both cognitive and behavioral components to learning agility. The cognitive ones – the “hard wiring,” if you will – are difficult, if not impossible, to change. The behavioral ones are more learnable, because if you do the things described by the behavior, then you are demonstrating that part of learning agility.

Another researcher, Dr. Warner Burke from Columbia University, confirmed what DeRue described and found seven additional dimensions of learning agility. He embraced speed and flexibility; his research also identified experimenting, performance risk-taking, interpersonal risk-taking, collaborating, information-gathering, feedback-seeking and reflecting. Burke also developed a test to measure learning agility; his work led to a valid and reliable tool with years of research to support its results. This is a huge step beyond the 50/50 coin flip to determine who we develop and promote.

Here are three tips for using learning agility in your work:

1. In the future, people are more likely to be hired less for what they “know” and more for their ability to figure out what they “don’t know”. So get curious about what you don’t know as a way to make a difference in your career.
2. To increase your flexibility (one of the learning agility dimensions), take the opposing point of view (from your own position) during a discussion. Support that contrary position as strongly as you would your original position.
3. When seeking feedback (a dimension of learning agility), seek to understand what the other person is saying by truly listening. Defensiveness gets in the way of learning agility.

Want to learn more about learning agility? Reach out here.