Saying something to someone is not communication until you are certain that the person you are communicating with understands what you are saying. Asking “Do you understand what I said?” and getting a head nod or a “Sure!” in response does not confirm that what you are saying is being understood. The only way you can confirm that you are communicating is when the person you are talking to can repeat in his or her own words what you said back to you, and the stronger connection occurs when you don’t have to ask “Is this making sense to you?”

–Byron

I was speaking with someone who told me a person in his group was expressing frustration at a problem with software he uses often and was angry he wasn’t receiving the help he wanted. After a few questions, we learned the people within this business were using two versions of a product, and the transition from one to the other was anything but seamless. This led to much confusion and added time to jobs that should be relatively fast and easy. After a little more digging, we found out the frustrated person also did not know how to use the software properly and was expecting it to do things it just does not do. His frustration was then exacerbated by being told he didn’t know how to use the software.

The solution? Everyone is getting on the same version of the software. And, they’re creating a usage guideline that clearly states what the software will do—and what it won’t do. It’s important to be on the same version of a product, especially if it’s used often, but it’s just as important for everyone to know how to use it. A simple one-pager that outlines the common usages and concerns can be a big help when someone can’t get an IT person to help right away, or if they don’t want to ask for help again because they’re embarrassed, they don’t want to impose, or they don’t want to hear the same answer again.

Communication within the sales channel is often more than the typical product discussion. Sometimes we have to discuss our tools and make sure we’re all on the same page, too.

–Sonya

There is a global effort being made to create The World Database of Innovation, an initiative to help the world gain a better understanding of innovation. In the process of speaking with thousands of innovation experts, conducting hundreds of studies and thousands of hours of work, one institution, the Mayo Clinic, has stood out among all the others, including the likes of Google and Apple.

Since the founding of the Mayo Clinic in 1889 by brothers William and Charles Mayo, the hospital has made it a practice to continually improve its patient care and day-to-day operations. The folks putting together The World Database of Innovation site three conditions that have sparked an incredibly high level of innovation at the Mayo Clinic: scarcity of resources, which the clinic had to cope with in the early days; connectedness, which the brothers encouraged from the start by creating an environment open to new ideas from any employee; and lastly diversity, pulling in experts from different disciplines to create the best patient outcomes.

The Mayo brothers did it right in creating a culture of collaboration and teamwork. Now their legacy lives on in one of the most recognized medical institutions in the world. We could all learn a few lessons from these pioneers of innovation. How open is your business to new ideas? You never know where the next great idea will come from.

–Tamzen

It’s a saying so true that it has  persisted through thousands of years,  from its origin of blacksmithing. Today, it speaks of not hesitating to act when inspiration strikes. The anecdotes of the greatest ideas scribbled on a cocktail napkin also persist because of the simple truth: You gotta write it down—NOW.

– Jim

This past weekend was the Woodward Avenue Dream Cruise. People from all over the nation came to a 16-mile stretch of Woodward Avenue—the common ground—to celebrate the Classic Automobile—their common ground. What common ground do your customers have? Discover it and extend an invitation for them to celebrate it on your ground. It’s a great way to connect with them. Ask them to invite some friends so you can connect with them as well.

–Byron

Someone I know is moving on Saturday. I’m writing this on a Monday, so he only has a few days left. He has been preparing for this for a few weeks, and he does not have all of his ducks in a row to move yet. He has taken care of all he can, and there are a few important pieces still missing, but he’s acting as if everything will be ok.  Those extra items are outside of his control, so he’s making sure what he can control is taken care of.

What happens if others or circumstances mean his move plans fail? He is set up to regroup and move ahead with an alternate plan because he’s done his part. Instead of waiting for everything to be perfect, he’s moving along anticipating success. He knows it may not work as planned, but he’s ok with it and has alternatives in mind to make the move work. That’s pretty smart.

– Sonya

Some of the things we complain about most are the procedures we have to follow at work. Many see them as time-wasters that make us feel like trained animals jumping through hoops. While a business can be bogged down with processes, having a few of them around can do a world of good for the health of a company.

Think about the procedures at your business. Now consider what things would be like without any of them in place. Would your phone be answered promptly and in a friendly tone? Would your establishment be clean and welcoming to customers? Would your customers be treated appropriately? Would your sales be growing or stagnating, or worse, falling?

Yes, sometimes procedures seem to be a pain, but they can be invaluable in helping us do our jobs well and navigating our day-to-day business. If you feel bogged down with procedures, take a critical look at the ones that positively impact your business and the ones that make very little difference. That will help you determine what processes should stay, which ones can go and if there are any that need to be modified to be more effective.

– Tamzen

We all have a set amount of energy we will put into our day today. Where we put that energy will determine the outcomes. If we truly invest ourselves in applying excellence to everything we touch, something amazing happens: we produce more energy. Inspiration provides motivation, and if there’s anything our culture is in need of today, it’s a lot of both.   

–Jim

I read a guest editorial in the Detroit Free Press from a frustrated writer who is 17 months out of work. He was scolding Corporate America (whatever the hell that is) for its negligence and overt callousness in not providing jobs to people. I think this person wants the job he had, or one like it. Maybe it’s not there anymore. He seemed baffled over the whole situation.

I’m baffled, too. It’s baffling to me that many retail outlets are understaffed these days when the unemployment rate is 9.5 percent. Rather than waiting for a job to fall in his lap, maybe this person could work at Whole Foods (the turnover there is consistent) or a car dealership selling cars (the turnover at the average dealership is 50 percent every year) and then write about his experience.

Instead, he spent a considerable amount of time writing about his frustration.

–Byron

I watched the movie Hot Tub Time Machine over the weekend. It wasn’t nearly as bad as I thought it would be, and it actually made some great points. The premise of the film was that three buddies and a nephew were transported 20 years back in time to a pivotal weekend of their youth. They were instructed to not change anything, so they reluctantly made the same mistakes again, hoping to not upset the course of the future. However, at one point, they decide it’s ok to upset the cart and to change things. They acknowledge things aren’t so great in the current future; they’re just familiar, so why are they trying so hard to protect it? Instead of making the same mistakes again, they made better choices and ended up in an alternate future where things turned out much better and happier.

The moral of the story? Do not believe your past business mistakes are just how you work and you can’t change. Don’t get caught up in the status quo and refuse to make changes for fear of that unknowable future. Do things right and correct what you can. Be brave and move forward. Make your future better than it will be if you stay on the current course.

–Sonya