The Pro’s Code: Be Diplomatic

Posted on August 5, 2015 by admin

Part 9 in a series on professionalism. Criteria 9: Diplomatic. Handles problems, deals with issues with finesse and discretion. Maintains calmness even when engaged in the most heated discussions. The word “diplomatic” usually conjures up images of high-ranking officials in the State Department or the United Nations who expertly know international policy, often serving as ambassadors or cultural attaches. Yet being diplomatic isn’t reserved just for diplomats. It is a welcome quality – and necessity – for any business professional. To be diplomatic, a person must be keenly aware of everything that is at play in the environment or culture and step lightly before any actions are taken. Other people’s feelings or concerns are considered before information is presented or important decisions or actions are made. Anyone serving in the diplomatic corps today must be qualified for the position, and the list of criteria is a long one. How are your diplomatic skills? The higher up the career ladder you go, the more important diplomacy becomes to your position. The picture changes as you accept greater career responsibilities. You may be responsible for a multimillion (or billion) dollar budget as well as hundreds or thousands of staff members. Decisions are more difficult. Personalities can be more challenging. Accountability lies with you. Try on for size – just for one moment – being more diplomatic in your daily work:

Present yourself with integrity.
Consider the needs of others.
Think through how to handle sensitive information.
Decide when – or how – to discuss a specific topic.
Have facts easily accessible to present a solid case.
Be aware of yourself, others and the environment or culture in which you are working.
Determine any potential areas of potential dispute and negotiation.
Choose your words carefully.

Being diplomatic is more than simply sparing people’s feelings. It requires integrity, grace and poise. How do you measure up?

The Pro’s Code: Be Honest

Posted on July 29, 2015 by admin

Part 8 in a series on professionalism.

Criteria 8: Honest: Communicates openly, has no hidden agenda.

Years ago a wise mentor advised me, “Be honest and tell the truth, and you’ll never have to remember any untruths you have told people. The more you spin a web of lies, the more it will entangle you.” That was solid advice.

In my workshops, I ask participants to list their top three to five core values. I also ask them to consider how they live those values each day and how they communicate them to others. Invariably, a few people in the group will identify honesty as a top core value. When your behavior is aligned with your core values, you are presenting your most authentic self. When they are out of alignment, you present yourself as someone who is not true to the self.

There is much to consider when speaking honestly. You can either be honest or brutally honest. An honest person chooses words carefully, speaks with grace and kindness and considers the culture, environment or another person’s feelings. A brutally honest person doesn’t care about words or feelings; the goal is to tell it like it is.

There are different requests made of honesty.

Honest Opinion: What do you do when someone asks for your honest opinion? Since an opinion is subjective, speak to any level of opinion that makes you – and the other person – feel comfortable. Then it’s a win/win.

Example:

“Do these pants make me look fat?”

Response: “In my opinion, they accentuate your curves.” (The brutally honest person would say, “Yes, they make you look fat because you are fat!”)

Be Honest: “Be honest with me. Am I qualified for that job?”

Response: “Let’s review the position description and compare it to your qualifications. Then we’ll look at all of the facts and discuss anything else that either you or I know about the position.” (The brutally honest person would say something like, “Are you crazy? What makes you think you’re qualified for that job? No, I absolutely don’t think you’re qualified.”)

Straight Talk: “Give it to me straight. Don’t mince words. I can take it.”

Response: “What are you most interested in? What specifically would you like me to share?” You have to decide if the person really can take it, and how much. (The brutally honest person never needs permission to give anyone straight talk; it comes with the territory.)

Being honest requires some courage, especially when discussing controversial or delicate topics. One contemporary figure who is refreshingly honest is Pope Francis. When sharing his thoughts, ideas and opinions honestly, they come from a place of grace and integrity.

What would greater honesty bring to your work relationships? Your personal relationships?

The Pro’s Code: Use Good Judgment

Posted on July 22, 2015 by admin

Part 7 in a series on professionalism.

Criteria 7: Good judgment: All issues are thought through carefully and clearly; implications are considered before any action is taken.

With experience comes wisdom. An important lesson you have learned as a professional is to think before you speak – or act. It’s a lesson that often requires repeating multiple times throughout a career. Some examples of not using good judgment could include:

You don’t care that your boss is in a bad mood today. You ask for a raise anyway. You don’t get the results you wanted. You learn the importance of timing.

You exaggerate what happened in a meeting with a co-worker. You find out later that the new employee sitting in on that meeting just so happens to be your co-worker’s sister-in-law. Who knew? Open mouth. Insert foot. You learn the importance of discretion.

It happens to everyone in their careers…not taking the time to use good judgment to get the desired results.

Here are some tips on using good judgment:

Think it through. Don’t just act on the first impulse that comes to mind. Carefully scrutinize the decision that you are about to make or the action that you are about to take. Weigh any options.

Ask questions. Take a moment to ask several questions. Who will this decision impact? Who could I potentially hurt? What are the ultimate consequences of my actions? Is what I have to gain worth what I may potentially lose?

Listen to your intuition. If your intuition (or gut) screams out, “Don’t do it!!” then listen. Your intuition is always right. Your intuition knows when something feels right or not.

Question your emotional intelligence. Daniel Goleman’s work on emotional intelligence looks at human behavior from four perspectives: Self-awareness, social awareness, self-management and relationship management.

Consider others, not just yourself. It’s easy to put a thought, opinion or idea out there. Are you thinking of others rather than just yourself?

Learn from your mistakes. If you realize that you used poor judgment, then learn from the experience. Admit your mistake, learn from it and move on.

Here are a few examples of both good and bad judgment from recent news stories:

ESPN recently awarded its Arthur Ashe Award for Courage to Caitlyn Jenner for having the courage to announce her recent transgender transition. (Good judgment).

Donald Trump is back in hot water after making yet another inappropriate comment that caught the media’s attention, this one claiming that Senator John McCain was not a war hero (McCain was a POW in the Vietnam War). (Bad judgment).

A police officer in Texas forcefully arrested Sandra Bland, a 28-year old African-American woman, for failing to use a turn signal when switching lanes. The officer did not follow proper protocol (bad judgment), took Bland into custody and placed her in jail; later jail authorities found her hanging in her cell. The family has called for an investigation. (Good judgment).

There are positive and negative examples of judgment in the media every day. When you scan these stories, ask yourself “What would I have done differently if it had been me?” You will learn a great deal about your own judgment and integrity. Take the time to make the best decisions you can. In doing so, use good judgment every time, consider the consequences, and you will continue advancing your career.

The Pro’s Code: Be a Positive Role Model

Posted on July 15, 2015 by admin

Part 6 in a series on professionalism.

Criteria 6: Role model: Is a positive influence on others…respected, admired and emulated by others.

USWNT 2015 FIFA Women’s World Cup Champions

You may have met people or even admired them from afar and quietly said to yourself, “I want to be like (insert name) someday.” There was something about that person that made you think that. Most likely it was a specific behavior, skill set or ability that caught your attention. That person served as a role model to you.

Recently, Americans enjoyed seeing some powerhouse role models in action, as the U.S. women’s soccer team defeated the Japanese women’s soccer team on July 5 to clench the 2015 FIFA Women’s World Cup. The U.S. team honored two of its veteran players, Abby Wambach and Megan Rapinoe, by putting them front and center, holding the trophy high at the awards event. These high performers served as role models and leaders to other younger players over the years. The trophy was immediately passed to every team member and coaching staff because everyone contributed to the team’s successful win.

Somewhere out there, young school girls and college players are envisioning their future success. They aspire to be like the U.S. women’s team members and the level of professionalism they each demonstrate both on and off the field.

As a positive role model, you are fully accountable and responsible for your actions, done with intelligence and grace. You are aware that others are observing your behavior, so you don’t make any missteps. For a closer look at what it takes to be a positive role model, read the feature article on this topic in the June issue of my e-newsletter, Q Tips. It may inspire you to be a better role model to the generations following you.

How are you being a positive role model today?

The Pro’s Code: Be Trustworthy

Posted on July 8, 2015 by admin

Part 5 in a series on professionalism.

Criteria 5: Trustworthy: Holds confidence with others; never talks out of turn, never gossips or talks about people.

Eleanor Roosevelt
Credit: Eleanor Roosevelt Center at Val-Kill

Thank you, Eleanor Roosevelt, for your profound statement:

“Great minds discuss ideas; average minds discuss events; small minds discuss people.”

Some of my most memorable conversations have occurred in the sacred space of meaningful dialogue, where I allowed others to openly share their thoughts and ideas and I did the same. It wasn’t small talk, chit chat or gossip. It was the meeting of minds on a new terrain of discovery. I came away from the conversations energized, uplifted and thinking differently.

To be trustworthy means that when people share information with you in confidence, it remains in confidence; you tell no one. You have an uncanny ability to judge for yourself what is or is not appropriate to share. The professional who shares information in a confidential setting and then upholds that confidence commands respect from peers. If you begin a sentence with, “Let me share a little secret with you” or “You’re not supposed to know this but…” or “I heard that…” you dismantle your level of trustworthiness. Think before you speak or simply close your mouth and wait until you have something meaningful to say.

To be trustworthy also means that you do not engage in idle gossip. Gossip is the re-telling of a tale with an added negative spin. Don’t initiate it and don’t get pulled into someone else’s drama or ill feelings. If gossip that is generated by another person makes you feel uncomfortable, you have two choices. First, name it. “When you talk about Sarah this way, it makes me feel uncomfortable. I would prefer to talk about something else.” Second, redirect the conversation: “Tell me about your recent trip to Australia.” The person will get the message over time that you are someone who does not share a love for gossip.

Employers value employees who are trustworthy. In the workplace, defamation of character, which includes libel (false written statements) and slander (false spoken statements) can be grounds for dismissal or worse, legal action. Best to keep any negative thoughts to yourself and keep your job.

Don’t jeopardize your reputation and harm your credibility as a professional. When you think certain thoughts and are eager to share those thoughts with others, ask yourself these questions:

Are my comments appropriate or inappropriate?

What do I have to gain by sharing these thoughts? Is it worth it?

How do my comments position me as a professional?

In building a reputation as a trustworthy professional, consider your behavior. You have more at stake than you may think. Following Eleanor Roosevelt’s lead, only you can determine if your mind is small, average or great.

The Pro’s Code: Be Selfless, Not Selfish

Posted on July 1, 2015 by admin

Part 4 in a series on professionalism.

Criteria 4: Selfless, Not Selfish: Puts the other person’s needs first.

How different would the world be today if more business leaders thought about other people’s needs when making important decisions rather than just thinking of their own? You know the answer. The world would be a far better place.

The most impressive professionals that I have either worked with directly or whom I have admired from afar are those who consider everyone’s needs, not just their own. Their world view is broader and more inclusive.

This past week was a busy one for blockbuster news stories, many of which encouraged us as Americans to broaden our national conscience, to be more selfless, not selfish.

Marriage Equality: The Constitution supports equality, all types of equality, for all people. The pursuit of happiness is one example. With the Supreme Court’s ruling that same-sex marriage is now legal in every state nationwide, people who were previously denied the right to be married simply because of their sexual orientation are now able to make a legal commitment to their partner. Many American companies welcome – and extend benefits to – the partners of their gay employees. Those companies have it right.

Immigrant Equality: Donald Trump was “trumped” by NBCUniversal because of his overgeneralized, derogatory comments about Mexican immigrants. As a result, NBCUniversal announced that the Miss USA and Miss Universe pageants (partnerships between Trump and NBCUniversal) will no longer be televised by that network; also, NBC is seeking a new host of the popular program, The Apprentice, which Trump has hosted since its inception. How do you – and your company – treat immigrant workers (not just from Mexico…from every country)? Do you welcome them or treat them like second class citizens?

Race Equality: The issue of racism is very much alive in America and has been for centuries. For anyone who says that racism does not exist, encourage that person to sit and have a conversation with any person of color – African-American, Latin-American, Asian or Native American – and ask if it exists. It just may change their perspective. An excellent series of interviews entitled Racism in America: How Did We Get Here? appeared on the popular PBS-TV programs, Bill Moyers Journal and Moyers & Company. Many companies today offer diversity programs or committees to tackle these issues in the workplace. How well is your diversity initiative working? What suggestions for improvement could you make?

Overtime Equality: Expected sometime this week, President Obama hopes to present a new rule that raises the current cap for overtime pay (current cap is based on a salary of up to $23,660/year; proposed cap would be up to $50,440/year). This rule secures overtime pay to employees working more than a 40-hour work week. President Franklin D. Roosevelt’s New Deal (remember that from civics class?) guaranteed Americans who worked more than 40 hours per week overtime or time-and-a-half pay. Rules have been relaxed in recent decades mostly in the retail and restaurant industries where adding the title of “supervisor” often doesn’t increase the pay to workers who work on average 50-60 hours per week. Do you value the additional time your employees put in? Do you extend appropriate compensation to those who have earned it?

To demonstrate professionalism requires confidence, compassion and grace. To move your thinking, your company’s thinking, and the national conscience forward requires acts of kindness, inclusion and selflessness.

The Pro’s Code: High Standards and Ethics

Posted on June 24, 2015 by admin

Part 3 in a series on professionalism.

Criteria 3: High business standards and ethics. Maintains high standards and quality in all work.

Former House Speaker Dennis Hastert

Professionals who have the greatest influence are those who aspire to high business standards and make ethical choices and decisions. They hold themselves and others accountable to the same level. Consistent behavior and actions through honesty, authenticity and trust guide the professional to become a person of integrity.

It’s not just the excellent quality of work that people do; it’s how they conduct themselves with others that sets them apart. How would you answer the question, “What standards do you operate by?” What would make it to the top of your list?

Lack of ethics or low standards have been an ongoing topic of conversation for more than two decades, with the likes of Enron, Bernie Madoff and countless others making the headlines through bad behavior. Now, former House Speaker Dennis Hastert is in the hot seat. He faces allegations of making false statements to the FBI and being in violation of federal banking rules. His actions hid the real reason for making $1.7 million in payments of a total promised $3.5 million (now known as “hush money” to an unnamed source to cover up an inappropriate sexual relationship with a student while he was a high school coach and teacher more than 25 years ago). When given an opportunity to tell the truth, then tell the truth. The more that is fabricated, the bigger the lies become and the greater the severity of punishment or charge.

Here is a man who reached one of the highest offices in the country and appeared to operate by a solid code of ethics. The sexual abuse case isn’t even under investigation; rather, the financial case is being scrutinized by federal courts…it’s how he paid the money that set off red flags. The irony? Hastert helped to put the Patriot Act rules into place. Clearly, this case is creating thought-provoking conversations in business and law schools across the country, as students ponder the all important topic of ethics.

All too often, people who get caught in a web of deceit and lies forget that ethics has no double standard. You can’t be unethical in your private life and ethical in your business life. It doesn’t work that way. You are either ethical or you are not. When you try to play the double standard, it eventually catches up with you.

Consider your own ethical beliefs and practices. Are you a person of integrity? How do you practice ethical behavior each day? Who among your colleagues are you holding accountable to higher standards?

The Pro’s Code: Credibility

Posted on June 17, 2015 by admin

Part 2 in a series on professionalism.

Criteria 2: Credible. Has integrity and follows through on what has been promised.

As a professional, you work hard to establish and maintain a certain level of credibility in the work you do. If you have no credibility, you have nothing at all. Why, then, do people who call themselves “professional” keep ending up in the headlines doing stupid stuff that dismantles their credibility? The answer: They aren’t really professional.

On the topic of credibility, I rely on the wisdom of James M. Kouzes and Barry Z. Posner, authors of the book, Credibility: How Leaders Gain and Lose It, Why People Demand It. Kouzes and Posner have conducted longitudinal studies on the topic of leadership for more than 30 years. My dog-eared copy of the book was added to my business library since it first hit the market in 2003. If you haven’t read this seminal book, then visit Kouze & Posner’s website, The Leadership Challenge, and order a copy of the 2011 Second Edition, along with the companion Strengthening Credibility: A Leader’s Workbook.

Kouzes & Posner asked people what specific behaviors they appreciated in leaders they most admired. Four key traits were revealed:

1. Honest

2. Forward looking

3. Competent

4. Inspiring

Combining the three traits of honest, competent and inspiring leads to what Kouze & Posner call source credibility, meaning that people believe you. This is the true essence of credibility. Each of these behaviors reflects an emotional connection. They represent how admired leaders make people feel.

Speaking of honesty…in the news recently, Rachel Dolezal, (now resigned) president of the NAACP chapter in Spokane, Washington, lost all credibility as her true race, Caucasian, was revealed. She used a few props to portray herself as an African-American woman: An assortment of hairstyles and wigs, adjusting her skin tone to appear “black-ish” as some news commentators quipped, and posing with an older African-American man who she claimed was her father. When asked by an interviewer if she was African-American, she paused and responded, “I don’t understand the question.” What’s not to understand? You either are or you are not. She never admitted the mistake she made, nor did she apologize for lying to and misleading NAACP Spokane chapter members, the national NAACP organization and the general public. Remember, too, that the NAACP, both the Spokane office and the national office, have also lost credibility. Vetting someone takes a few seconds; in the click of a mouse, you can learn just about everything you need to know about that person. The NAACP selection committee would have understood her background better and known she was not qualified as a person of color to lead or represent the organization.

In Matt Laur’s interview of Rachel Dolezal on The Today Show, when asked about how differently things might have turned out if she had been more transparent, Dolezal said, “Overall, my life has been one of survival and the decisions that I have made along the way, including my identification, have been to survive and to um, you know, carry on in my journey and life continuum.” It got me thinking about two things: 1. Wouldn’t it have been neat to have Al Roker as the interviewer? I love you, Matt, but… 2. Dolezal’s motives became more apparent to me when she used the word “survival.” Ponder that one.

Back to Kouze and Posner’s book on credibility. In a section entitled “Scandals, Betrayals, and Disillusionment,” they say, “The most common reasons for the decline of credibility are the most visible.” In Dolezal’s case, her own visibility – both physical and professional – is the pivotal reason for the decline of her credibility. The truth simply caught up with her. Had she been transparent from the beginning, about her identification with (rather than her portrayal) as a member of) the African-American race and culture, her future may have looked a little different.

Credibility is one of those intangibles in life that can change from moment to moment. The credibility that you enjoy today has taken years to build. Why risk throwing it all way? Protect your credibility; it is one of your greatest assets. It is built on the foundation of your personal/professional character, and your competence as a professional. Never compromise your credibility.

The Pro’s Code: Respect

Posted on June 10, 2015 by admin

Welcome to Summer School. It’s the time of year when you either get caught up or you go above and beyond. This Summer, I am sharing my Professional’s Code of Ethics, which contains 14 criteria – topics – of what it takes to be a professional. Where appropriate, I will reference positive or negative examples from the media of these criteria “in action.” Pass the information on to people who can benefit from the wisdom. Share the topics or spark a dialogue with your boss, team or co-workers. Throughout the series, challenge your level of professionalism and help others to elevate their own.

Criteria 1: Respectful of others and oneself. Respect is on the top of the list for a reason. When you respect yourself first, then you can respect others.

How differently would people behave if they first thought “I respect you” or “I respect myself” before they took action? The workplace – and the world – would be significantly improved if we took a little time to think that. Our culture teaches us to be more inclusive and respectful.

In their study, What Is Your Quality of Life at Work? researchers Tony Schwartz and Christine Porath, with the Harvard Business Review, surveyed about 20,000 employees worldwide. They measured four basic needs in the workplace: renewal (physical), value (emotional), focus (mental) and purpose (spiritual). Of those surveyed, more than half (54%) indicated that they did not get respect on a regular basis from their leaders. When employees felt respected on the job, they were 55% more engaged in their work. When you show respect to the people you work with, it makes a difference in engagement, performance, satisfaction and retention.

Whether or not you support Caitlyn Jenner’s recent decision to become transgender, you can still respect her for making that important, life-changing decision. You may work with, live next door to, or meet a transgender or an LGBT person. What consideration are you showing? Respect that person for who he is or who she is. When the internet exploded with comments about how Caitlyn Jenner resembled Jessica Lange, Lange commented, “That’s so wonderful.” What a class act. She showed respect.

The true professional is that person who respects others and oneself.

How do you communicate respect to others?

How do you demonstrate inclusion of others?

Time Can Be On Your Side

Posted on June 3, 2015 by admin

When you hear the words spend and invest, you may automatically think of money. What if you applied those words to time? You would look at time in a very different way.

Spend represents depletion, exhaustion, using up something. It can have a negative connotation. “I spent two full days preparing this report.” It’s time that you will never again have. The blessing – and the curse – of time is that those moments never again return.

Invest reflects a forward intention, movement, planning, strategic thinking. “I invested my time in a spiritual retreat over the weekend.” Investing one’s time symbolizes some benefit, a return on that investment in the future.

Do you have a negative relationship with time (dislike)? or Do you have a positive relationship with time (love)? Is time your enemy or your friend?

If you have a dislike relationship with time, most often you feel like you are continually running out of time, trying to do too much with too little time, finding yourself angry at the time gods each night when you go to sleep (if you’re even getting much sleep).

If you have a love affair with time, you most likely feel complete and fulfilled each day rather than depleted. You know how to pace the work you do and balance it with leisure activities that reconnect you with yourself and loved ones.

Reality check: Most people feel like they don’t have enough hours in the day. You are not alone!

What is your attitude towards time? Do you love it or dislike it? Does it work to your advantage or disadvantage?

If time is currently your enemy (you feel like you never have enough time), then how can you shift your thinking and actions so that you feel like you have enough time each day?

Here are a few suggestions:

Ask. If time is your enemy, ask why.

Assess. Take stock of the things you need to get done in a certain period of time. Are there times of the week, month or year when you feel more of a time crunch (like weekly reporting, monthly sales numbers or at annual tax time)? Are there times of the week, month or year when you feel like you have all the time in the world (annual meeting is over, the sales cycle has ended, new hires are all in place)?

Prioritize. Decide – and do – the most important work first. If you have a performance review scheduled with your boss tomorrow and a monthly report due in three days, which do you prepare for first? The boss, of course.

Delegate. Ask (or hire) someone to help you with small or large tasks, short-term or long-term projects. You may have added some personal burdens that people may not know about, like caring for an aging parent. I don’t know what it is about human nature…we are all so afraid to ask for help. Does it come from that little kid inside of us who – at an early age – wanted to demonstrate how grown up we were by announcing, “I can do it myself!” It is a sign of strength, not weakness, when you know your limitations and ask for help.

Chunk it. Large projects and tasks can be overwhelming. Break down any large assignment into smaller pieces. It’s easier to work on a small part of something big rather than to tackle it all at once.

Do it now. By the time you finish thinking about doing something, you could have gotten it done. The minute you hear yourself saying, “I’ll do that tomorrow,” stop, and ask yourself how long it would take to do it today. Chances are, if you do it today, you’ll sleep better.

Enjoy it. Bertrand Russell said it best: “The time you enjoy wasting is not wasted time.” Learn to fill minutes – even hours and days – with time that allows you to enjoy the present moment, whatever it is.

Shifting from disliking time to loving time requires a small investment of your time and attention.

Christine Zust

The Communication Queen

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