Listening with your eyes

When your business colleague stops looking at you, she is "saying" with her eyes that she has, in effect, stopped listening

Listening with your eyesYou're at a business event and the colleague you've been having an intense conversation with begins to shift her gaze from your face to look around the room. Ever wonder why that makes you feel as if she has stopped listening? You know it's not logical. A person doesn't have to look at you to…

Why IBM brought remote workers back to the office

And why your company may be next

Why IBM brought remote workers back to the officeIn 2009, IBM reported that 40 per cent of its 386,000 employees in 173 countries were working remotely. That policy allowed IBM to sell off its office buildings at a gain of almost $2 billion. Hailed as a savvy business strategy, the trend of telecommuting was soon in full swing. Impressive, right? Why then, in…

How to tell if you are working for a bully

And what to do about it

How to tell if you are working for a bullyI met Brenda when she managed a 2,000-person department for a Fortune 500 company. Brought in to help her with an upcoming change initiative, I was impressed by Brenda’s intelligence, creativity, political savvy, and dedication to her job. She had all the qualities of a senior executive – which was her career goal. But she…

When leaders talk with their hands

If a speaker's gestures are not in full agreement with the spoken words, the audience perceives duplicity

When leaders talk with their handsHave you ever noticed that when people are passionate about what they're saying, their gestures automatically become more animated? Their hands and arms move about, emphasizing points and conveying enthusiasm. You may not have been aware of this connection before, but you instinctively felt it. Research shows that audiences tend to view people who use…

Attracting and retaining tomorrow’s top talent

When asked what they most want from their employers, four categories are always at the top of a young workers' list

Attracting and retaining tomorrow’s top talentKendra is majoring in Finance in of one of the top universities in the United States. With one semester of schooling to complete, Kendra spent the summer as an intern in one of the leading high-tech companies in Silicon Valley. That company just made her an offer for full-time employment after graduation, which Kendra will…

Do you know what your body just said?

We reveal a lot about our attitudes, emotions and motives by the way we hold our bodies

Do you know what your body just said?I often address leadership groups about the importance of nonverbal communication in business. Senior managers actively participate in the sessions, asking questions and volunteering for various demonstrations. Everyone seems genuinely interested in the topic. Everyone, that is, except this one time when one woman sat for the entire time with her shoulders rounded, chin tucked…

How your team can tell how you really feel

Your nonverbal communication is more powerful at conveying emotions than the content of your message itself

How your team can tell how you really feelDo you know that your team is constantly evaluating your emotions through cues in your body language – and that they can do so in a fraction of a second? At the Center for Cognitive Neuroimaging at the University of Glasgow, researchers found that it takes only 200 miliseconds to read someone’s emotional state from…

When your past success becomes an obstacle

Discontinuous change is like leaping off a cliff while building your parachute on the way down

When your past success becomes an obstacleThere are two kinds of change – Incremental and discontinuous – that are taking place simultaneously and constantly in today’s business organizations. Incremental change is the process of continuous improvement – what the Japanese refer to as “kaizen.” Discontinuous change is the kind of large-scale transformation that turns organizations inside out and upside down. Incremental…

Why you should reach out and touch someone

The simple act of touching adds the personal warmth to our business communications

Why you should reach out and touch someoneIf you found a coin, would you give it to a person who approached you and said it was theirs? Would it make any difference if the person approaching you touched your arm when they made their request? Well, for most people, the answers are no . . . and yes! Only 23 per cent…

How to make organizational values come alive

Six tips you should follow when creating your values strategy

How to make organizational values come aliveA sales manager read an article about his company’s refusal to deal with any country where “under the table” money was part of the negotiation process. He circled the article and wrote the words Right On! in the column, and mailed it to his CEO. The attached note said: “I’m proud to work in a…

When it comes to confidence, you can’t fake it

But you can genuinely project it through tapping into authentic emotions, expanding your posture, and dressing for success

When it comes to confidence, you can’t fake itThink about a time when you needed to project confidence but felt uncertain or insecure. How did you handle it? Did you try to hide these feelings and just "fake it 'til you make it?" If you did, it probably didn't work. The problem is that attempting to suppress genuine emotions requires so much conscious…

Customer-centric service takes collaboration

Six steps to achieving a positive customer sales experience from beginning to end

Customer-centric service takes collaborationA customer-centric culture is not just about offering good service. It’s a way of doing business that provides a positive customer experience before, during and after the sale in order to drive repeat business, customer loyalty and profits. Elements of customer centricity include: Employees understand what customers want. They capture customer insights and share this…

10 body language mistakes women leaders make

If a female wants to be perceived as powerful, credible, and confident, she has to be aware of the nonverbal signals she's sending

10 body language mistakes women leaders makeThere are two sets of body language cues that followers look for in leaders: warmth (empathy, likeability, caring) and authority (power, credibility, status). Although I know several leaders of both sexes who do not fit the stereotypes, I've also observed that gender differences in body language most often do align with these two groupings. Women…

Six crucial behaviours of collaborative leaders

The new leadership is a blend of personal and interpersonal skills that form the basis of your ability to impact, influence and inspire others

Six crucial behaviours of collaborative leadersMost executives agree that collaboration is more important than ever in today's turbulent business environment. A company's very survival may depend on how well it can combine the potential of its people and the quality of the information they possess with their ability – and willingness – to share that knowledge throughout the organization. Deloitte’s recent Future of Work…

Smiles are your secret to success

Want to brighten your mood, make a lasting impression, encourage collaboration, and positively influence others? Then smile

Smiles are your secret to successSmiles have a powerful effect on all of us. The human brain prefers happy faces, recognizing them more quickly than those with negative expressions. Smiles are such an important part of communication that we spot a smile at 300 feet – the length of a football field. Smiles can also be your secret to success.…