10 Tips To Lead Effectively

[To comment: larry at larrylitwin dot com]

This comes from:

Dale Carnegie e-Newsletter

By Anita Zinsmeister, President of Dale Carnegie^® Training of Central & Southern New Jersey

10 Tips To Lead Effectively

Word count for this issue: 638

Approximate time to read: About 2.5 minutes @ 250 words per minute

Honest. Motivating. Well-respected. Humble. Fair. These are just a few of the words used by employees when describing an effective leader. Would your employees use any of these words to describe you?

Having been in the professional training industry for many years, I am often asked what constitutes a good leader. To help answer this question, I have put together a few tips that every good leader should follow.

10 Tips To Lead Effectively

1. Build Strong Relationships – Great leaders know the value of building solid relationships with their team. Know your people and what motivates them. By understanding their aspirations, you’ll be better able to help them achieve their goals. In turn, they will be more likely to want to meet yours.

2. Lead By Example – Want your staff to be punctual? Be on time each day. Want to be treated with respect? Speak respectfully to your team. Demonstrating professionalism is a far more successful approach than demanding it.

3. Be A Leader, Not A Boss – To elaborate on the point above, there’s a big difference between being an effective leader and bossing people around. It’s always important to establish that you are in charge. But don’t forget to give others on your team opportunities to shine. Your employees will not only gain more confidence in their abilities, but they will also value your support.

4. Surround Yourself With Talented People – No leader is strong in all areas. That’s why great leaders know the importance of surrounding themselves with a strong team. Be sure your group is made up of individuals who each contribute a unique level of expertise. Collectively, you’ll have a winning team.

5. Keep The Lines Of Communication Open – It goes without saying that good leaders must ensure they are heard and understood. But perhaps just as important is the ability to listen to what others on the team have to say. Remember, communication is a two-way street.

6. Use Meeting Time Wisely – Meetings are an effective way to communicate change and also ensure everyone is on the same page. But they can also be incredible time wasters if not managed properly. Stick to the topic at hand. Then trust in your team to follow through. The less micromanaging you do, the quicker and more productive your meetings will be.

7. Stay Positive – People are not perfect. Inevitably, there will be times when you will need to point out poor job performance. But great leaders know the value of acknowledging when people are doing things well. Focusing more on the positive will help people feel more appreciated for their efforts.

8. Set Boundaries – Being a fair leader does not mean being a pushover. Be sure to establish clear boundaries with your team and stick to them. Employees should know what is expected of them and what will not be tolerated.

9. Show Your Human Side – Never miss an opportunity to learn more about the people on your team. Show your interest by acknowledging employee birthdays and other special events. Participate in office gatherings or holiday parties. This shows that you value your team for who they are, as well as for the work that they do.

10. Never Stop Evolving – Great leaders are always looking for ways to improve. Whether it’s furthering your education, participating in management training seminars, or attending industry events, be sure to stay up-to-date with what’s happening in your field.

Executive Summary: Great leaders are always striving for new ways to master their leadership skills. Take the time to become acquainted with your staff. Be firm about your goals, but also be positive and treat your team with respect. This will go a long way in building a loyal team that will stand behind you as their leader.

Quote of the Week: “Don’t tell people how to do things, tell them what to do and let them surprise you with their results.”

– George Patton

For more: Anita Zinsmeister <anita.zinsmeister@dalecarnegie.com>

[To comment: larry at larrylitwin dot com]

April 19, 2015April 19, 2015

Jobs Rated 2014: Ranking 200 Jobs From Best To Worst

[To comment: larry at larrylitwin.com]

Here is an overall list and then you may link to the 10 Best and 10 worst jobs for 2014, according to CareerCase dor com.. Some may surprise you.

http://www.careercast.com/jobs-rated/jobs-rated-2014-ranking-200-jobs-best-worst

Here is a taste (Some may surprise you):

1. Mathematician = $101,360

2. University Professor (Tenured) = $68,970

128. Advertising Account Executive = $46,290

140. Public Relations Executive = $98,700

147. Author = $55,940

186. Photojournalist = $36,330

196. Broadcaster = $27,750

199. Newspaper Reporter = $37,090

[To comment: larry at larrylitwin.com]

April 12, 2015April 13, 2015

Looking for a job???

[To comment: larry at larrylitwin dot com]

CareerBuilder’s Susan Rickler has this advice (my summary). Check out the full article at CareerBuilder.com.

Susan suggests practicing due diligence.

Discovery step: Assess strengths. Ask yourself: What education, cerifications and experience do I have? What type of work environments do I thrive in working on my own, being part of a team, working in high-pressure situations, being creative? What would my ideal job be and what skills are needed to get it?
Research steps: Look at job trends.
Resume steps: Focus on key words. See my other blogs on resumes. There is a plethora of adice.
Pre-interview steps: Prepare questions and answers. See No. 30 on larrylitwin dot com under Student handouts. It contains excellent advice.

[To comment: larry at larrylitwin dot com]

April 5, 2015April 9, 2015

From Dale C. and Harvard — Half of Employees Don’t Feel Respected by Their Bosses. Do Yours?

[To comment: larry at larrylitwin dot com]

This week we tap the Dale Carneigie newsletter.

By Anita Zinsmeister, President of Dale Carnegie^®Training of Central & Southern New Jersey

Word count for this issue: 320
Approximate time to read: About 1.3 minutes @ 250 words per minute

According to a study of nearly 20,000 employees by Harvard Business Review and Tony Schwartz, the “respect” a leader shows his or her employees is the #1 item that can and will impact an employee’s commitment and engagement.

More importantly, no other behavior by a leader had more of an effect on an employee. In fact, the study pointed out that respect was more important to an employee than:

Appreciation
Communicating An Inspiring Vision
Development
Growth
Learning
Recognition

To read the complete article by

Harvard Business Review, click here.

Here Are Some Other Key Elements

The Survey Revealed

In the study, those employees who received respect from their managers, reported:

56% better health and well-being
89% greater enjoyment and satisfaction
with their jobs
92% greater focus and prioritization
55% more engaged
1.72 times more trust and safety
1.26 times more meaning and significance

Above all, those that received respect by their manager were also 1.1 times more likely to stay with their organizations than those that didn’t.

Those that were not respected by their manager reacted in a negative way to their employer. What’s worse, they were less inspired, and often times they would quit.

For those employees not respected, 50% intentionally reduced their effort or lowered the quality of output.

What Impact Will This Have

On Your Organization?

Face it, prospects are less likely to buy from a business that has employees that are passive and non-engaged. By default, this reduces someone’s brand experience which will result in buyers moving on to another source.

Executive Summary: As a leader in your business, make an effort to communicate to your employees that you respect them. The real value will come from your employee engagement activities and interaction on a DAILY basis. Additionally, we also recommend a reward program for employees who go above their normal workload.

[To comment: larry at larrylitwin dot com]

March 22, 2015March 23, 2015

7 Tips To Help Keep Your Employees Engaged

[To comment: larry at larry litwin dot com]

From time to time, we repirnt mailings from Dale Carneigie’s emails. Here is a good one based on a Dale Carneigie Training study. Take heed.

For more information contact: Anita Zinsmeister <anita.zinsmeister at dalecarnegie dot com>

· Word count for this issue: 705

· Approximate time to read: About 2.8 minutes@ 250 words per minute

As anyone in business knows, good talent is hard to come by. Finding effective managers, top sales associates and other highly skilled workers can take a lot of time and effort — and sometimes a little bit of luck. And retaining these top performers is often even harder.

71% Of U.S. Workers Are Not Engaged At Work (Even Yours).

Click here to read our Employee Engagement Study

This alarming statistic came out of a recent study Dale Carnegie Training conducted of 1,500 workers that examined employee job satisfaction in the American workplace. The study measured job satisfaction based on workers’ responses to specific engagement questions, including:

· I know what is expected of me at work.

· I have the opportunity to do my best at work every day.

· At work, my opinions count.

· My supervisor cares about me as a person.

· In the last week, I have received recognition or praise for doing my work well.

· In the last six months, someone at work has talked to me about my progress.

If asked these questions, how would your employees respond? Not sure? You may have reason for concern. Dissatisfied employees often go through the motions of their jobs. This disengaged “sleep-walking” effect can greatly affect your company’s overall profitability.

According to a Harvard Business report on employee engagement, a highly engaged workforce maximizes a company’s investment in human capital, improves productivity, and can significantly reduce costs, such as turnover, that directly impact the bottom line.

Click here to read the full

Harvard Business Review Report

7 Tips To Keep Your Employees Engaged:

As your company focuses on sustaining future growth, it’s more important than ever to invest in your top employees.With that in mind, here are a few key tips for retaining your best employees for the long haul.

1. Clearly Define Your Expectations – Employees need a clear understanding of what is expected of them — both on a day-to-day and project-by-project basis. The more clearly you define and communicate your expectations and goals, the more efficient and productive your employees will be.

2. Supply Employees With The Tools They Need – Just as employees need clearly defined goals, they also need the tools to reach these goals. As technology evolves, do your employees have the resources they need to be as efficient and competitive as possible?

3. Allow Employees To Voice Their Opinions – Remember, you are a manager — not a dictator. An open and ongoing dialog with your team can reap many benefits. When you encourage employees to express their opinions, you foster an environment where they feel valued. And you may also gain fresh perspectives that could lead to tangible results.

4. Invest In Your Management Team – Managers play a vital role in the productivity and retention of your employees. However, your best workers may not always be the best leaders. Consider investing in a management training program to help ensure your team leaders have the most effective leadership skills.

5. Invest In Team-Building Training – A core training program in communication, problem solving and conflict resolution can benefit your whole team. Whether you hire an on-site trainer or an outside consultant such as Dale Carnegie Training, teaching employees good team-building skills cultivates a happier work environment.

6. Take A Personal Interest In Your Employees – A little compassion goes a long way in building trust and loyalty. Take the time to ask your employees how they are doing. Asking about their business/personal goals shows that you are interested in their well-being.

7. Offer Positive Feedback – When your employees perform well, make sure you tell them. It’s always nice to know that others appreciate your work. Set up a reward program for employees who meet established goals.

Executive Summary: Your employees are your company’s greatest asset. Their united talents and enthusiasm will keep your business growing and profitable. Your workforce needs the guidance of a skilled manager who welcomes their ideas and asks for their opinions. Set defined goals. Give employees the tools to succeed. Take an interest in your team and offer positive feedback often. When employees feel valued for their work, they are far more likely to engage in your company’s long-term success.

Quote of the Week: “Effective leadership is not about making speeches or being liked; leadership is defined by results not attributes.”

– Peter Drucker

[To comment: larry at larry litwin dot com]

March 15, 2015March 15, 2015

Strategies: 18 tips and tricks for daily business life

Rhonda Abrams has done it again. Here are her top tips — “Little things matter to a successful operation. Abrams contact info is at the bottom of this week’s blog. [To comment: larry at larrylitwin dot com]

Running a business means taking care of lots of little things. Sure, success depends on the big things, such as your strategy, marketing and technology. But sometimes, we could use a bit of guidance on how to better handle the little things to make our business lives easier.

Here are a few tips and tricks learned in my years of business:

• Develop and practice your “elevator pitch,” a brief sentence to describe what your business is all about. Use it when you introduce yourself to others, at business mixers, meeting with prospects. You’re more likely to land a customer and get referrals if you can clearly describe what you do.

• If you’re giving a customer or client a discount, let them know it! When you send the bill, be certain to indicate the regular price and then the voluntary discount you’re giving them. That reminds them they’re getting a special deal.

• If you get more than 50% of your business from one customer or distribution channel, diversify. Don’t become overly dependent on one source for your long-term economic well-being.

• Think of the long-term value of the customer, not just the one-time transaction. It’s almost always better to retain a happy customer than to make a big fuss over a small issue in dispute.

• If you’re a consultant, don’t nickel-and-dime clients with charges for small, routine expenses, such as overnight delivery, parking, copies and such. Figure those costs into your hourly or project fees. You’d be surprised at how many clients who never blink at being billed $100 an hour get peeved by being charged $12 for an overnight delivery.

• Make it easy for customers to pay you. Accept credit cards and get the money in your bank fast, often the day after processing. If you’re on the go, get a card reader that attaches to your mobile device from Square Up, Intuit GoPayment, or PayPal Here.

• Get a mileage-earning credit card for business purchases you now pay for by check. Then IMMEDIATELY pay off the credit card bill. Ask your vendors if they accept credit cards. You’ll get miles and extend your payment period.

• If you travel frequently, look for hotels that feature lobbies set up for working and meeting so you can stay close and cut down on travel time. And look for hotels with free Wi-Fi and, ideally, free hot breakfast.

• Build a database of your current and former customers or clients. Get in the habit of tracking every customer interaction, not just orders, and their specific needs and concerns. Then you can personalize your offers, emails, and rewards. And be sure to remember their birthday.

• Whenever possible, expand the number of contacts you have at each client company. Other divisions may have additional opportunities. And your current contacts may change jobs. Get to know additional decision-makers.

• Join your trade association. Participate in the local chapter if such exists. Attend a national industry convention at least every two to three years. Subscribe to and read an industry magazine or e-mail newsletter.

• Keep a list of your best referral sources and best customers where you can see it frequently. Contact these people at least every couple of months.

• Fire bad clients. A few reasons to end a client relationship: they don’t pay their bills, are unethical, want you to take on work you’re uncomfortable performing, they soak up all your time and energy, they make you hate your business.

• View customer complaints as an opportunity to learn how to improve your product or service rather than merely criticism.

• Keep as little stock on hand as possible and avoid waste. Don’t purchase something just because it’s a good deal. Inventory is money in a different form.

• Never compete on price alone. Make sure you have other competitive advantages that make your customers want to purchase from you even if a competitor undercuts your price.

• If you work from a home office, set office hours. Set time aside for personal and family life.

• Do everything with integrity. Treat everyone fairly and honestly, including employees, customers, and vendors. Don’t rationalize bad behavior by saying, “It’s only business.” Be someone worthy of respect.

Among Rhonda Abrams‘ recent books is the 6th edition of Successful Business Plan: Secrets & Strategies. Register for her free newsletter at PlanningShop.com. Twitter:@RhondaAbrams.

[To comment: larry at larrylitwin dot com]

March 8, 2015March 13, 2015

Getting Team Members Motivated Is Your Key To Business Success

[To comment: larry at larry litwin dot com]

For more information contact: Anita Zinsmeister <anita.zinsmeister at dalecarnegie dot com>

We often talk about employee engagement as a tool to keep your staff engaged on the job. Along with this is the role of a leader being able to motivate his or her team members. Doing so will create an intangible spark for people to get things done.

Six Tactics To Motivate Your Team:

Know That Everyone Can Be Motivated – The key to knowing the things that will motivate someone, is to know someone’s inner need. What’s interesting is this: It oftentimes isn’t centered around money. As a leader, you need to find an employee’s motivator and tap into it. Remember, everyone has a personal agenda, and appealing to that is a surefire way to motivate him or her on a very fundamental level.

Positive And Yes, Negative Reinforcement – Positive reinforcement motivates employees with the promise of reward, recognition or incentives. This may NOT work on every employee as some may require negative reinforcement — motivation generated by the threat of corrective action or job loss.

Provide Employees A Reason To Be Motivated – Leading a team by telling them “because I said so”is not an acceptable motivator. Most employees want to feel involved, respected and part of the solution. One of the quickest ways to get them motivated is to ask them this: “What would you recommend if you were to improve X, Y and Z.”

Let Everyone Know They Are Part Of A Team – No one wants to work at a company where they feel like an outsider; therefore, one of the most persuasive motivators is to show an interest in creating a team.

The Power Of Personal Pride – While employees should always take personal pride in their work, it sometimes does not happen. To help bolster their personal pride and a sense of being on a team, have them present their work to their peers. The upside of this, no matter what the outcome will be, is that they get to see their peers react to their work firsthand.

Become A “Do As I Do, Not As I Say”Type Of Leader – It is easy to yell out orders and expect the work to be done. Nevertheless, what separates average leaders from the great ones is their ability to lead by example. The passionate leaders in business are the first to get her or his hands dirty and establish a behavior for the rest of the team to follow.

Executive Summary: Some people are more motivated than others while some are motivated differently; however,everyone can be motivated. The trick is to learn each employee’s individual needs and wants. For some, that could be reward, recognition and a sense of pride in their work. For others, it may be a friendly reminder about job security. Whatever technique you may need to apply, the tactics mentioned above should always be in the front of your mind.

[To comment: larry at larry litwin dot com]

As I’ve done in the past, I am passing along this advice from Anita Zinsmeister at Dale Carnegie in New Jersey.

March 1, 2015March 2, 2015

How You Can Become More Valuable In 2015

[To comment: larry at larry litwin dot com]

For more information contact: Anita Zinsmeister <anita.zinsmeister at dalecarnegie dot com>

As I’ve done in the past, I am passing along this advice from Anita Zinsmeister at Dale Carnegie in New Jersey.

Word count for this issue: 686
Approximate time to read: About 2.7 minutes@ 250 words per minute

The New Year is the perfect time to set personal goals. Many of us resolve to lose those extra pounds, get back to the gym or work on our financial health; but what about your career? Is it as “fit” as you would like it to be?

Whether your goal is to climb another rung on the corporate ladder or independently promote your own business, there are strategies you can apply to shape up your professional health in 2015.

Focus On Your Core Strengths

Just as effective marketing is the key to a successful company, marketing yourself is important in advancing your career. If you are starting a new business, trying to jump-start an old one, or simply looking to move ahead in your current job, start by thinking about what sets you apart. Consider how your “expertise” can benefit your company or your clients.

7 Ways To Make Yourself More Valuable:

1. Always Appear Confident– When you believe in your abilities, others will too. It starts with your body language. Do you walk into an office with your head held high? When you greet business associates, is your handshake firm and commanding? Carry yourself with confidence, and others will take notice.

2. Take On More Responsibility– Doing more than your job requires or asking for additional responsibilities shows that you are eager for a promotion. But be sure you are ready to work hard. It may take putting in some extra hours to prove that you are up for the task.

3. Voice Your Ideas– If you have an idea that may add value to your company, speak up. The worst your boss can say is, “no.” But at the very least, it shows that you want to make a contribution. Similarly, if you have your own business and see a way your client or prospect can be more productive, let them know. Be sincere (not arrogant), and most people will respect your expert opinion.

4. Leverage Social Media– Social media is a great way to tell a broad audience about your goods, services, or skills. Create a Facebook page, a LinkedIn profile, or a Twitter account. Invite business colleagues and prospects to follow you. Then regularly post relevant content on topics within your area of expertise. Posting daily tips or other information keeps your name, and skills, fresh in your audience’s mind.

5. Blog– Like to write? Why not start a blog? Blogging about industry topics that interest you is yet another way to promote your expertise. Tools such as WordPress make it easy to get started. If you have a website, be sure to add a link to your posts.

6. Network– Attending local networking events can also be effective. When independently promoting yourself, consider offering your services in exchange for goods or services that are useful to you. This is a great way to get a prospect to sample your work without having to commit to a long-term business relationship. If your product or performance exceeds expectations, it is likely you’ll gain a new client — and some referrals.

7. Don’t Forget Your Business Card– In today’s digital world, business cards may seem a bit old fashion. But they are still one of the most effective marketing tools. Use your card as a opportunity to promote your business. Go bold. Include a catchy tagline. Add interesting graphics and colors or maybe use an unexpected shape. Like you, your business card should stand out from the competition.

Executive Summary: Promoting yourself can be a challenge, especially if you are modest. But a little self-confidence can go a long way. Think about your best skills. Then position yourself as an expert in this area. If your goal is a promotion, take on more responsibility at work. Speak up if you have a good idea. Take advantage of social media, blogging and other online tools to get your name and talents noticed by a broader audience. Self-promotion may take a little work, but the payoff could be a big career boost in the upcoming year.

Quote of the Week: “Always dream and shoot higher than you know you can do. Do not bother just to be better than your contemporaries or predecessors. Try to be better than yourself.”

– William Faulkner

[To comment: larry at larry litwin dot com]

Your Next Step: If you want to find out more about how Dale Carnegie® Training can make your business more effective, or need more information on this subject, please send us an e-mail at the address below.
Make it a great day!

Anita Zinsmeister, President

Dale Carnegie^® Training of Central & Southern New Jersey

(609) 631-0500

February 22, 2015February 21, 2015

Did Brian Lie By Accident? Can Someone Lie By Accident? — Jim Lukaszewski on Brian Williams

Jim L. is one of the very best strategic counselors. He offers this analysis. [To comment: Larry at LarryLitwin dot com.]

Did Brian Lie By Accident? Can Someone Lie By Accident?

Feb 18, 2015

Look, liars always know. In more than 40 years of working with organizations, institutions, senior people, businesses, agencies and the news media through an extraordinarily broad spectrum of problems and serious circumstances, I have yet to meet anyone who accidentally lied.

Has anybody reading this ever accidentally lied?

Our culture is full of professional and serial liars. Among the biggest are the entertainment industries, including the news.

Lying on the face of it: When is the last time – if there ever was a time – when the movie you saw at the theater matched its description in the newspaper and the promotional hype? These are deceptions at best, lies at worst.
Deception: For that matter, live theater never tells the truth either about the programs you’re about to pay big bucks to see. They lie by omission, commission, intentional negligence – i.e. failing to tell you that the “romantic comedy” you’re about to see has three murders, two rapes, suicide and a child molestation.
Dishonesty: Breaking News warnings . . . On CNN the sign never goes off despite the fact that they use the same video footage and repeat stories hundreds of times a day. Much of the footage they use runs for days, and we never know when news clips were produced, originally shown, or how many times the clip has been replayed. This is deceptive and unethical.
Fabricating news when there isn’t any: This is extremely obvious when a news organization tosses on a bunch of reporters and paid consultants (everybody’s paid in television) rather than actual news subjects, victims or individuals directly connected or affected by the story material being discussed. Hoe many experts does it take in a day to repeatedly say, “They are still searching for the black boxes.”
Exaggeration: Tiny, inconsequential news stories are blown out of proportion or attaching false urgency to stories that have actually played out and been resolved hours, sometimes days, before.
Politics: Don’t get me started.

These are just samples of well-known lying habits we and our culture tolerate every day.

Liars and fakers always know. When they are caught and confronted, they always cry. Yes, people can be naive, simpletons, stupid or victims . . . But there is something in human nature that sets off the lie alarm or the perpetrator alert. Whether you are nine-years-old or 90-years-old, most of us can spot a lie and a liar, detect a fake and a faker.

Don’t start crying for Brian Williams. He is rich and will be richer. He is at that altitude where no matter what you do, you’re going to get paid for coming, for staying, for succeeding, for failing, for keeping your mouth shut, and for leaving, quietly.

An old friend of mine was in the FBI for a dozen years in New York and the Caribbean. He retired as the head of security for a Fortune 250 company. He used to tell me an FBI truism about criminals; what criminals learned quickly was that it was always better to commit a large crime. The burglars, the bullies, the petty thieves are crushed by the criminal justice system. Commit an important crime, and you get better treatment, cells, lawyers, press coverage, better meals, and you’re protected from the riffraff.

The same rules apply for celebrity misbehavior, criminal or not, especially the media coverage part. Media loves criminals and important people who do really stupid things, then behave badly.

The most powerful indicator of being a perpetrator rather than being guiltless or a victim is silence. Silence is a perfect indicator of prior toxic behavior.

The person, organization, business, agency, movement, or foundation with integrity speaks up, stands up, and fesses up immediately. In fact they seek forgiveness immediately.

SEEKING FORGIVENESS:

Nine Steps to Rebuilding and Rehabilitating Trust

Seeking Forgiveness is society’s requirement for relationship, trust, and credibility restoration. Adverse situations using this template are remediated faster, cost a lot less, are controversial for much shorter periods of time, suffer less litigation, and help the victims come to closure more quickly. Obtaining forgiveness involves completing the nine steps below. To achieve success in the shortest possible time, these steps should be completed as quickly as possible: like start them all today. Skip a step or be insincere and the process will be incomplete and fundamentally fail.

Step #1. Candor: Outward recognition, through promptly verbalized public acknowledgement, that a problem exists; that people or groups of people, the environment, or the public trust are affected; and that something will be promptly done to remediate the situation.

Step #2. Extreme Empathy/Apology: Verbalized or written statement of personal regret, remorse, and sorrow, acknowledging personal responsibility for having injured, insulted, failed or wronged another, humbly asking for forgiveness in exchange for more appropriate future behavior and to make amends in return.

Step #3. Explanation: (no matter how silly, stupid, or embarrassing the problem-causing error was). Promptly and briefly explain why the problem occurred and the known underlying reasons or behaviors that led to the situation (even if we have only partial early information).

Step #4. Affirmation: Talk about what you’ve learned from the situation and how it will influence your future behavior. Unconditionally commit to regularly report additional information until it is all out or until no public interest remains.

Step #5. Declaration: A public commitment and discussion of specific, positive steps to be taken to conclusively address the issues and resolve the situation.

Step #6. Contrition: The continuing verbalization of regret, empathy, sympathy, even embarrassment. Take appropriate responsibility for having allowed the situation to occur in the first place, whether by omission, commission, accident, or negligence.

Step #7. Consultation: Promptly ask for help and counsel from “victims,” government, the community of origin, independent observers, and even from your opponents.

Directly involve and request the participation of those most directly affected to help develop more permanent solutions, more acceptable behaviors, and to design principles and approaches that will preclude similar problems from re-occurring.

Step #8. Commitment: Publicly set your goals at zero. Zero errors, zero defects, zero dumb decisions, and zero problems. Publicly promise that, to the best of your ability, situations like this will be permanently prevented.

Step #9. Restitution: Find a way to quickly pay the price. Make or require restitution. Go beyond community and victim expectations, and what would be required under normal circumstances to remediate the problem.

One thing I’ve learned over my career is that if you begin the nine steps immediately when adverse circumstances occur, things will get better by the day after tomorrow. In the meantime, things will get worse for a while before they get better, no matter what you are going to do.

If you would like to talk more about seeking forgiveness, Jim can be reached at jel@e911.com. [To comment: larry at LarryLitwin dot com]

—

February 15, 2015February 2, 2015

4 traits of great PR pros

[To comment: larry at larry litwin dot com]

From Ragan’s PR Daily

by Tor Constantino (Jan. 26, 2015)

Every leader, entrepreneur and business owner needs to communicate their visions to stakeholders.

If a vision is complex or the contextual environment is noisy, it’s a good idea to hire a PR adviser to help get the message out.

The table stakes for a good PR practitioner are pretty standard: deep media relationships are a plus; experience working in a newsroom is helpful; strong writing skills are mandatory; managing and developing a solid team is a must; event management is good; social media savvy is a requirement.

Good PR personnel need to have each of those boxes checked, but there are four additional skills that separate great PR professionals from good ones.

1. Speaking truth to power.

Most people are intimidated by power and tend to fear those individuals who are higher on the organizational hierarchy. Surprisingly, that fact holds true even for people who already hold positions of influence and power, such as corporate or senior VPs. Higher-ups often intimidate them.

On more than one occasion I’ve witnessed every direct report of a CEO refuse to share with the leader some kind of bad news because they were afraid the top executive would figuratively “kill the messenger.”

The best PR folks need to be fearless in those meetings, willing to deliver the bad news as well as a positive strategy to respond or overcome the stated challenge.

2. Ability to compartmentalize issues.

This is tougher to achieve than it seems. Every organization faces some type of crisis at some time or another. The challenge occurs when multiple crises occur and begin to overlap each other.

Some issues, such as civil lawsuits or regulatory investigations, become protracted and extend over years like a smoldering fire you can’t extinguish. Other issues, such as a data breach, flare up to intense heat instantly like a grease fire. They seem to go dormant, only to flare up later when least expected.

These critical situations require messaging and affected audiences to be effectively managed. The best PR advisors can “strategically ignore” those important issues when the immediate urgency of the crisis subsides. The issues are still there, but the expert communicators are able to still operate at peak performance and deliver day-to-day results, despite the slow or hot burn of an unyielding crisis event.

3. Seeing around corners.

When it comes to media relations, this particular skill takes years to develop. The best PR advisers in this regard tend to be former journalists, editors or producers.

It’s tricky to predict the exact trajectory a story will take prior to its publication or broadcast. However, the most effective PR counselors have a strong idea based on the type of questions asked, the manner and tone in which those questions were presented, other “news makers” the reporter interviewed to round out the story, and a good understanding of how the journalist covered the topic in the past.

Those insights equip the adviser to appropriately establish the expectations of the leadership team to help prepare for the story’s tone, message, impact and relevance. It also helps the internal team develop a ready response if needed.

4. Powerfully persuading.

Leaders and entrepreneurs crave control, but one of the things they cannot control completely is the media coverage they engender. Whenever a negative story appears about an organization or executive, the nearly universal reaction is to issue a press release or letter to the editor refuting the “errors” of the article.

There is a time and place for that type of response, but it’s rare.

The direct response from the company tends to land flat and typically emboldens hardcore reporters to continue squeezing for more of the story. I personally know a handful of investigative reporters from my journalism days who kept binders on their desks of those flaming corporate responses. The innately contrarian DNA of journalists tends to view these authoritative responses as evidence they’re doing something right.

The best PR advisers are able to persuade the executive team from taking that course of action, or at least consider other options, such as enlisting a trusted third-party to respond on the organization’s behalf.

If you’re a leader or entrepreneur who wants the best reputation management to protect your organization’s brand, make sure you raise these areas with your communications advisor to help determine if the individual is great or merely good.

Tor Constantino is a former journalist and best-selling author, blogger and PR pro. A version of this article originally appeared on Entrepreneur.com. Copyright © 2014 Entrepreneur Media, Inc. All rights reserved.

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