It's Time to Work Smarter and Harder

By Pamela Jett

We are all familiar with the old saying "work smarter not harder" and for years I have been teaching professionals how to do just that. And then the other day I was having a conversation with a colleague that made me realize that in our current economic environment, that advice is not only trite, it is foolhardy. I believe at this time it is imperative for professionals, whether an employee, leader, or small business owner, to work both smarter and harder.What does that mean? I think it takes a combination of both smarts and tremendous effort and energy to stay so valuable to your organization (and/or your customers) that if and when downsizing or reorganizing impacts your organization; you will not be one of the first to be "voted off the island". There is no such thing as job security and when times become tough, it is up to each of us to become even more proactive about our career development. Sometimes that means we must not only think strategically (that's the "smarter" part), we must spend more effort and energy in implementation and/or take bigger steps out of our comfort zones to develop new skills, contribute in new ways, and take on new responsibilities (that's the "harder" part). Here are three powerful ideas to help you work smarter and harder.

1. Know your leader's pain (and their leader's pain) and be a pain reliever. Every leader has his or her hot buttons or pet issues. They also each are under pressure from their leader to produce results. The savvy professional pays attention to the issues that cause the most stress or strain on their leadership and work very hard to leverage their contributions to ease their leader's pain. We each have limited time in a day and while during tough economic times we might find ourselves working longer hours or taking on more projects, we also want to be cognizant of the value of each project. Are you proactively seeking ways to keep your plate full of high-leverage projects and responsibilities? Or, are you simply taking the assignments that are given to you? The savvy professional doesn't wait for their leaders "pain" to be handed to them. They look for the pain (smarter) and work (harder) at finding ways to relieve that pain.

2. Make or save your organization money and brag about it. During tough economic times, most organizations (and customers) are taking a closer look at every dollar spent. And, they are paying very close attention to revenue streams. Regardless of your position in your organization, you have the opportunity to make or save your organization money. It is time to start focusing on that part of your job even more. That might mean being more proactive when negotiating with vendors, looking for alternative ways to accomplish more with less, or spending a bit more time prospecting to fill the sales funnel. When you make or save your organization money, it is imperative to brag about it. Now is not the time to be a shrinking violet or shy about tooting your own horn. Keep a spreadsheet that logs the money you are making and/or saving. Then, send your leadership regular up-dates. Be willing to speak up in meetings and share when appropriate. If you are waiting for others to notice your efforts, it won't happen. They are far too busy managing their own career success to be focused on yours! Now is the time to speak up!

3. "Empty your pockets to feed your mind and your mind will feed your pockets". This can be challenging advice to take during tough economic times. At a time when every dollar counts, many of us might be tempted to cut back on our personal investment in our skills and abilities. Perhaps you are thinking about returning to school for an advanced degree (smart and hard), but have decided to put it off (even though your organization currently compensates you for the much of the cost). Or, you have been thinking about buying some books with money from your own pocket to help you become more proficient with a computer program and you are hesitant to spend the money. While I am not advocating senseless spending or personal fiscal irresponsibility, I urge you to consider that now is not the time to be "penny wise and dollar foolish". What if attaining an advanced degree is valued in your organization or on your career path? Having that degree might keep you employed or make you more employable in the future. Being more proficient with a computer program will allow you to be more productive and make a greater contribution to your organization. Yes, it can be hard to make the personal sacrifice and invest in yourself. However, in the knowledge economy (as opposed to a time/labor economy) in which most professionals work, your skills and abilities are really all you have to offer your current or future employer. Be wise, invest in yourself. Now more than ever, that is both smart and hard!

We are living in challenging times. Now is the time to work both smarter and harder. If you have suggestions on how to do this, I would love to hear from you. Drop me a note at Pamela@Jettct.com or comment on this blog. If you would like more ideas on how to advance your career, visit the success store at http://www.jettct.com/ to learn about Pamela's powerful 4 audio CD series Mind Your Own Business - A Career Advancement System.

Pamela Jett, CSP is a communication skills expert who believes that words matter. You can find information about her including how to bring her to your next meeting or event when you visit http://www.jettct.com/. Or, you can call Aimee at 1.866.726.5388. By Pamela Jett

It Drives Me Crazy When...

By Pamela Jett

We all have pet peeves at work. Things that people say or do that drives you to distraction or truly gets on your nerves. This post is devoted to those things that we wish people would not do or say. They may be small things, but like a splinter, they can be painful.

Over the last dozen years I have been conducting communication workshops and seminars all over the world. My clients have been more than willing to share with me what gets on their nerves at work. Here are the top two:

1. When people say are you busy? This is such an irritating question because there is no right answer. We all know that when someone, our leader or a co-worker, asks this question they are really trying to ask if now is a good time to talk or if we are available for them. The challenge is, if we answer "no - I'm not busy" - theoretically, the desired response, we are admitting we are not working. However, if we say we are busy, we sound unhelpful or unwilling to work as a team player.

2. Do you have a minute? Is another irritating question. Nothing takes just a minute! This is a classic case of bait and switch! People ask for a minute and wind up engaging us in a half hour conversation.

So, my question to readers of this blog is what is your pet peeve? What makes you crazy when your leader says it? What do you wish your colleague would stop saying? Please post a comment to this blog. I would love to hear from you. You can also send me an e-mail at Pamela@JettCT.com.

Pamela Jett, CSP is a communication skills expert who believes that words matter. You can find information about her including how to bring her to your next meeting or event when you visit http://www.jettct.com/. Or, you can call Aimee at 1.866.726.5388.

"Phelpsian Feet" (Or Ought that to be Feat?)

By Pamela Jett

It seems that everyone is talking and blogging about Michael Phelps and his incredible feat (or ought that to be feet?) Like most people, I was so impressed by his discipline, his focus, his commitment, and his passion. It is so very easy to see applications to our lives as we work to achieve our goals and objectives personally and professionally. Much media was spent talking about the piece of paper he carried with him. No one had any idea what was on the piece of paper until after he won his 8th gold medal. He revealed that the paper simply contained his intention for the games – to win 8 gold medals. What a terrific example of the basic principles of goal setting – write your goals down and read them regularly. This increases the likelihood you will achieve them.

I was also intrigued by the media attention paid to Michael’s body type. He is essentially built for swimming; in particular he has long fingers and long feet. At one point, one of his team-mates used the term “Phelpsian feet” to describe how Michael’s feet are one of the reasons he is so great.

This got me thinking about how each one of us has our own “Phelpsian feet”. There is some skill, some talent, some strength, some unique skill or ability that each of us possesses. Are you using your “Phelpsian feet” to your advantage? Do you know what your strengths are? Are you volunteering for projects or assignments that can allow you to use those strengths?

Part of being an amazing communicator is to know how to communicate your value and worth in the workplace. In previous posts and in many of my programs I talk about sending out “I’m great up-dates” to keep your leaders in the loop regarding your contribution to the organization. It is so much easier to do this when you know your own strengths and you leverage those strengths to your advantage.

Michael Phelps is a great swimmer because he not only has the discipline to be great; he used his “Phelpsian feet” to become great at a sport he was uniquely suited for. Could you imagine him trying to be a world-class gymnast? He might have had the same discipline and the same passion to succeed. However, I doubt he would have been world-class. He is simply not built for it. He is built to swim and to swim fast. I challenge you to discover your own “Phelpsian feet” so you can experience tremendous feats of your own.

For more communication skills for success, visit Pamela on-line at http://www.jettct.com/. While you are there you can download free communication tools and assessments as well as watch clips of Pamela live.

Pamela Jett is a communication skills expert who believes that words matter. She works with organizations, associations and individuals who want to improve their communication skills for business and personal success. She can be reached toll free at 866.726.5388, at her website http://www.jettct.com/ , or Pamela@JettCT.com .

How to Be Heard Through the Noise

By Pamela Jett

I recently returned from a trip to NYC where I attended the annual convention of the National Speakers Association. The convention was wonderful! I had the opportunity hear and learn from world class speakers and tremendous thought leaders. Steve Forbes was on the main platform, I heard Tim Ferriss speak who is the author of the great book The Four Hour Workweek (I also saw him break-dance for that matter), and I also was able to hear Cathie Black who is the President of Hearst Magazines and the author of a terrific book every professional woman ought to read, Basic Black. While listening and learning from these speakers was tremendous, one of my most memorable experiences happened away from the meeting rooms and the main stage.

The convention was held at a hotel right on Time's Square. If you have ever been there, you know it is lit up with neon advertising 24/7. Things are going non-stop all day long. Advertisers compete for consumer attention in garish, flashing, huge displays - everywhere. One afternoon, while having a lovely conversation with a colleague and friend, I had the opportunity to sit in a restaurant high above Times Square and look out over all the visual stimulus. I was struck by several things; two of them involving all the visual "noise". First, I was struck by how lucky I am to do what I love for a living and travel. I was sitting overlooking something that many people only see on television. I am blessed to have wonderful opportunities to see amazing sites and do interesting things. I was also thinking that it is amazing that any advertiser can get anyone's attention - there is just so much competition. It is information and stimulus overload. This is rather like the average professional's day. E-mail, text messages, voice-mail, meetings, e-zines, proposals, contracts - yikes! It is information overload! It is a wonder anything is ever heard through the noise. If you are looking to stand out - to get the attention of another professional - you must do everything in your power to position your message strategically. Here are three tips for increasing the likelihood that you will be "heard through the noise".

1. Lead with your conclusions. If you are looking to grab someone's attention, lead with how much money your proposal will save them, or how many hours will be saved - essentially deliver the bottom line right up front. This will help grab attention and establish your credibility. For example, you could approach your leader and say "I have a solution to the distribution challenge we are facing that will shave 10% off our current costs".

2. Put things in writing. While not always necessary, people do tend to take things more seriously if they are in writing. For example, if you are in a meeting and want to garner support for your position, have a handout or some sort of documentation to share with others. This shows that you are serious and that you have done your homework. It also increases the likelihood that you will get credit for your contributions.

3. Ask "is now a good time to talk?" Respect for other people's time is very important. If you would like someone's attention, ask for it as opposed to assuming they are available. This is especially important if you are trying to get the attention of someone who works in a cube. If they say no, ask when you can schedule a conversation. To some of us, this may seem like simple common courtesy. However, when I conduct workshops and programs all over the United States, I hear complaint after complaint that people just "barge in" and assume it is convenient. Stand out from the crowd and be respectful.

While not guaranteeing that others will give you their undivided attention, using these tips can greatly increase your ability to be heard through the noise. For more tools, tips, and techniques, visit Pamela's website, http://www.jettct.com/, and go to the resource store.

Pamela Jett is a communication skills expert who provides programs to associations, organizations and executives. To see Pamela live, you can go to her website, http://www.jettct.com/. Feel free to comment on this blog and pass it on to others. You can also e-mail Pamela at Pamela@JettCT.com.

Empathy - More Than Just a Word

I have recently had the opportunity to present programs on providing extraordinary customer service during tough economic times to several different clients. This program focuses on the "words that matter" when communicating with clients and customers. One of the tools I share during this program has value beyond simply customer service. It is a tool that can help us build, maintain, and even repair relationships of all kinds.



The tool that I am referencing is empathy. Most of us understand empathy to be the ability to project ourselves into the reality (and feelings) of others. In other words, to be able to understand (logically and emotionally) things from another's perspective. Empathetic communication is our ability to share that understanding with the other party. From my experience, many of us are able to feel empathetic towards another person. William James, who many consider to be the father of modern era psychology, teaches us that the deepest need of the human soul is to be understood. However, we can sometimes struggle when trying to communicate that empathy to another person in a way that they do, indeed, feel that we understand.



Here are a few tips to help you effectively communicate empathy:



1. Ditch the phrase I understand or minimize your dependence upon it. While it is perfectly acceptable to use I understand in average conversations, if you are looking to communicate that you really do understand (empathize), it is better to not rely upon trite, over-used, and sometimes shallow phrases. It would be better to say something that reflects the emotion the other person is experiencing. For example, a savvy communicator might say wow - that sounds very frustrating or this must be very frustrating for you. When you reflect back to the person you are communicating with the emotion they are expressing, they are far more likely to feel understood which is the true goal of empathy.

2. Avoid saying I know just how you feel. While you may, indeed, believe you know just how someone feels, rarely does this phrase have the intended effect. Typically, it will elicit the exact opposite - people will feel that all of a sudden the conversation has shifted from a focus on them to a focus on you. Besides, many people use the phrase I know just how you feel as a springboard to start talking about themselves and tell their story. While communicating to someone that you have had similar experiences and can identify with what they are going through is powerful, words matter and it would be better to communicate by allowing them to completely tell their story, ask probing questions, and when they have had the opportunity to thoroughly express themselves you can try something along the lines of - My heart goes out to you. When I went through something I felt very confused and sad. It sounds like you feel the same way. Obviously, this is simply an example. However, the principle behind the example is to reflect the emotions they are expressing without making it about you. Again, the goal of empathetic communication is met.

3. Ask lots of open-ended questions. Questions signal to your conversational partner that you are interested and involved in what he or she is expressing. By asking open-ended (non-leading and non-judgemental) questions, you allow people the opportunity to communicate and sometimes that is all it takes to make them feel understood.

4. Do not say you shouldn't feel that way. While sometimes this phrase is well intended - perhaps we are trying to let someone know that they are taking something personally when there is an alternative explanation - the impact this can have is devastating. The moment we tell someone they shouldn't feel the way they are feeling, we completely invalidate them. Besides, it never works. I've never heard someone respond with ok, I won't. It is more common for people to become defensive and frustrated, which is the complete opposite of empathetic communication.

Empathy is more than just a word. It is a mind-set. By adapting the mind-set that our goal is to communicate understanding, not simply pay lip service to it we can choose our words wisely and communicate empathy with confidence.

For more tools and techniques on communicating with confidence, visit the resource store at http://www.jettct.com/ to order Pamela's popular program Communicate With Confidence. Pamela Jett, CSP is a communication expert, speaker, and author who believes that words matter. For more information on bringing Pamela to your organization or event call Aimee at 855.726.5388 or visit www.JettCT.com.

The Core of Communication Confidence

by Pamela Jett

In my last post I talked about how important balance is for communication success. When we are out of balance in any area of our lives, it can make it very difficult to use the good communication skills most of us do indeed posses. Sometimes, regardless of how well balanced we are, life can throw us a few curves that can threaten to throw us off balance and impact our ability to communicate with confidence. It is at times like these that we must access our "core" in order to have successful communication (and successful relationships) during challenging times.

As many of my regular readers and clients know, I work with a personal trainer several times a week. Her name is Amber and she is terrific! One of the things we do on a regular basis are a series of "balance activities". For example, I will be holding weights (sometimes very heavy ones from my point of view, but not hers!) and then required to step up on a weight bench, balance on one leg, press the weights over my head, lower them, and return to the floor. Remember, this is all while standing on one leg! The only way I can stay up-right during this off balance activity is to tighten (or access) my core, those muscles located in my abdomen and lower back.

Not long ago I was working with clients and I realized that these "balance activities" where I have to access my core are parallel to what life is like for many of us on a regular basis. There are times that no matter how well we try to stay balanced, something will cause us to be off balance. Additionally, most, if not all, of us carry some heavy weights (burdens, responsibilities) on a regular basis. When we are thrown off balance by circumstances, events, someones behavior, a change in the organizational environment (or any of the other challenges life throws at us), most of us still need to be productive. We still need to effectively manage the weights that we carry.

It is at times like these that we must access our "personal core". Our "personal cores" are our values, our character, our inner strength that comes from our personal belief system. The challenging thing for many professionals is that we spend so much of our time dealing with our "weights" that we rarely take the time to ask ourselves the important questions such as "what matters most to me?" or "is this activity moving me closer to or further away from the person I want to become" or " what do I want people to say about me when I am gone - what is the legacy I want leave?" These are the "big questions" of life. How we answer these questions typically reflects our highest priorities - our core.

It can be challenging to stay effective, to communicate effectively, when we are managing a heavy burden (weights). It can be even more challenging when life throws us off balance. It is during those heavily burdened, off balance times that our core matters. What is at your core? When we know who we are from the inside out, it is easier to communicate with confidence. We can say no and not feel guilty because we are engaging in behavior consistent with our values and beliefs. We can have the difficult conversations with others who may be engaged in inappropriate behavior because we value ourselves enough not to be doormats, the examples are endless.

I encourage you to find your core. Access it when times are tough. Ask yourself "is my communication moving me closer to or further away from the person I want to become?"

For more information on communicating with confidence visit me, Pamela, at http://www.jettct.com/. If you have a success story about a time when you accessed your core for communication confidence, I would love for you to drop me a message at Pamela@jettct.com.

We also have exciting news! On July 9th I will be hosting a powerful teleseminar on providing exceptional customer service during tough economic times. This program will focus on the words and phrases front line service providers ought to use (and those "kiss of death" words and phrases to avoid - some will surprise you) to keep customers thrilled. It is not too late to register. Visit https://my.confertel.net/confertel/crsNewRegister.jsp?program=450002 to register.

Pamela Jett is a communication skills expert who believes that words matter. She works with organizations, associations and individuals who want to improve their communication skills for business and personal success. She can be reached toll free at 866.726.5388 or at her website http://www.jettct.com/ .

Balance for Better Communication

By Pamela Jett

The other day I was working with clients and we were discussing how when we are "out of balance" emotionally (such as being angry), spiritually (such as being burnt out), physically (such as not getting good nutrition, rest and exercise) and mentally (not learning new things regularly to enhance career success), it is very difficult to use the good communication skills that we do indeed possess.

For example, if you are tired and feeling a bit overworked or under appreciated, it might be difficult to say "no" with tact and finesse to a colleague who requests that you help them with their project. (for more on how to say no with tact and finesse, check this blog's archives and visit www.JettCT.com for resources) Under more "balanced" circumstances, you might be able to easily access the good communication skills you posses. However, when we are "out of balance", we are more likely to say things we regret. Below are a few quick tips to help you maintain "balance" for better communication.

1. Remember that out of control emotions can make even smart people stupid. We want to be the master of our emotions and not let our emotions be the master of us. How do we do that? By using smart self talk during emotionally charged situations. By that I mean, when you are experiencing intense (and sometimes counter-productive emotions) you can move yourself out of your "emotional processing center" of the brain and into the "logical processing center" of the brain by engaging in smart self-talk such as trying to think of the names of the seven drawfs or doing sophisticated math in your head. By consciously over-riding your emotional processing center and accessing you logical processing center you are far more likely to choose your responses and words wisely in emotionally charged situations.

2. Remember to take time to "feed your soul". It is very difficult in our current culture of be more, do more, have more to take time to relax and "feed your soul". However, taking time in our regular schedule to do things that bring us joy can help us be more balanced. For example, many people take time for a hobby, or to read for pleasure, or to spend time with family and friends, listen to music, garden, the list of possibilities is endless. A balanced person takes time for themselves and spends time in joyful pursuits.

3. Value yourself enough to take care of yourself. This means the simple things like getting 6-8 hours of sleep a night, eating your breakfast, finding time for exercise. While we all know how to take care of ourselves, we often put ourselves last, taking care of everyone and everything else before we take care of ourselves. The flight attendants have it right when they say "put your own oxygen mask on before assisting those around you". An empty well gives no drink. Take the time to take care of yourself and you will find that it is easier to use the good communication skills you do indeed possess.

4. Get new "brain wrinkles" regularly. Did you know that when you learn something new you get a literal "wrinkle" in your brain? The matter in your head creates connections called neuro-pathways and they are like small wrinkles in our brains. The balanced individual takes time to learn new things regularly for their personal and professional development. They know that "knowledge is power", so they make a commitment to invest in themselves. Benjamin Franklin said "empty your pockets to feed your mind and your mind will feed your pockets." Powerful. I am convinced that people who are dedicated to learning new skills (even when it means investing thier own resources to do so) in all areas of their lives are better communicators because they simply have more options to choose from. I applaud the readers of this blog. The purpose of this blog is to provide those new skills, the new "brain wrinkles" so that my readers can experience more communication success.

If you would like more ways to "wrinkle your brain", visit www.JettCT.com. If you have a suggestion or there is a skill set you would like this blog to address, drop a note to Pamela@jettct.com.

Pamela Jett is a communication skills expert who believes that words matter. She works with organizations, associations and individuals who want to improve their communication skills for business and personal success. She can be reached toll free at 866.726.5388 or at her website www.JettCT.com