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Articles

Vital Germaine provide content rich blogs with tips and tools to help you and your organization move forward.

 

5 TOOLS TO TEACH SOMEBODY HOW TO CARE

Vital Germaine

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1. EMPATHY:

Anybody with a decent level of empathy and a sprinkle of care in their heart will be great at customer service.

Anthony Gucciarda, a natural health and human empowerment writer, speaker, and entrepreneur says, "Empathy is the highest form of intelligence." In an age when Emotional Intelligence (EQ) is becoming more relevant than ever (a trend), it is a gift that needs to be promoted and elevated by leadership as a requirement.

Ask your, “I couldn't care less,” employees to try and imagine what it would be like in the customer's shoes or simply the shoes of anybody else. Ask your employees if they like to feel important, appreciated and valued. The answer will be yes. if the answer is no  and you have heavily invested in them with no success, it means they might be an assclown or a heartless sociopath. Send them on their merry, "don't give a crap!" way. Not everybody can be turned around. Know when to let go.


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2. KINDNESS & FRIENDLINESS:

Even people that don't care, know how to be kind, polite and friendly. These are traits of people who do care. They are behaviors that can be taught or “faked”. Remind your non-caring employees regularly to be kind, polite and friendly. Teach them caring vocabulary; "hello, I can help you, you're welcome, sorry (when needed), thank you, goodbye, visit again..." 

Invest time in your people consistently through coaching and training. The new behaviors will eventually become a habit or a new lifestyle.


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3. SMILING:

A smile is so easy to share... even if you don't care. It’s a powerful tool. A smile is the most recognized non-verbal expression of goodness. A smile says that you are inviting a connection. It suggests you will be helpful and caring. I've seen the most indifferent people smile and look like they actually care. Danish musician, conductor and comedian, Victor Borge said, "A smile is the shortest distance between two people." Smiles are contagious if not infectious. Share many, often.

As leaders make sure that you embody the behaviors you desire from your team. Authenticity and integrity go a long way initiating cultural shifts. Non-verbal communcation (facial expressions and tone of voice) make for 38% of communication according to Albert Merhabian. 55% is through body language, with the remaining 7% the words we use.


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4. CURIOUSITY: 

Invite your employees to be curious about your customers (internal and external). Train and coach your employees to create strong human connections. Have them ask clients meaningful questions to get to know them. These questions should be somewhat personal but not invasive... don't be creepy!

Questions are the base of your needs analysis process, however, meaningful questions reveal more about your customer on a personal level (personalization and customization opportunity). Meaningful questions give the appearance that you care.  Meaningful questions also provide up-sell and cross-sell opportunities. Win win.

Questions should be open-ended ones that initiate a dialogue with a focus on the subject at hand… not the self. Be curious as to:

  • Who they are...

  • What they might enjoy... 

  • What are their interests/hobbies. 

Curiosity will make them feel like you care.


5. INSPIRATION:

Your organization needs leaders who inspire the desire to care… leaders who are passionate about the vision and mission of your brand and who will inspire team members to embody the values that define your organization.

“If your actions inspire others to learn more, do more and become more, you are a leader.” - John Quincy Adams.

If your lesser employees don't care about the company culture and their customers, there are ways to motivate them to act accordingly. Perhaps those lesser employees care about their personal performance. We all have a motivational trigger. Find what motivates people in your team and leverage those personal triggers. Speak their individual language. Fuel their ego to obtain the needed results. 

Ultimately you can't force change, you can only inspire it! The best form of leadership is by example… It starts with you and the cultural values. Lean on your all stars. Solicit their support to inspire the desired transformation. It won’t happen overnight. You’ll need a well designed action plan that is consistently and systematically implemented and re-inforced.

Thank you,

Vital Germaine, President ENGAGE.

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If you CARE to comment or share your best practices on how to turn non-caring employees into Customer Experience ambassadors, please do. You will provide great service to many executives, managers and leaders. Please share or forward this article to anybody you think would benefit.

Vital is Las Vegas' most dynamic keynotes speaker and corporate trainer. Contact him today to learn more about his team development and leadership experiences. They are designed to inspire extraordinary performance.

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How to optimize risks that lead to successful innovation strategies.

Vital Germaine

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Innovation cannot exist without risk and failure… and without innovation, relevance and significance fade and die. It's a scary tightrope to navigate when life and business continually change. Spencer Johnson said it best in the book, Who Moved My Cheese, "If you don't change you can become extinct."

How do you minimize risk and optimize the rewards?

There is a "safe" strategy to optimize the outcome of your risks and minimize your losses.

1. INTUITION: The great trailblazers and innovators connect with, and trust their intuition in conjunction with the element of planning and analyses (market research in business). The greats just seem to have a knack of knowing when and how to risk and expand their horizons. Intuition is not a blind act built purely on belief, it is your truest sense of knowledge. Intuition and instinct are not synonymous. Instinct is immediate and purely driven by the reptilian brain. Intuition includes your moral compass (values), gut, experience and the subconscious mind combining with your heart to tell you what is best or what is a negative vibe or energy.

Your gut or heart simply know. Modern research is showing that the heart sends more signals to the brain than the other way around. On a holistic level, the heart is connected to the source of universal knowledge. Police detective refer to this as a hunch… something they not only trust, but obey. Design a more promising future by connecting to your intuition. Leverage its power.

2. EVALUATION: Compare and weigh out your best/worst case scenarios. Clearly define and understand the situation and the consequences. Ask such questions as:

  • How influential will the value of that change be and how will the result impact your business or industry. What can you live with in terms of loss? Take the Blackjack player who takes all aspects into consideration before deciding to stick with what he's been dealt or risk his hand by requesting an additional card. What are the odds that the next card is what is desired? 

  • How much money is at stake and can the player afford to lose that amount.

  • What do the percentages suggest? If the odds are in your favor, take the risk… consult step 1 to increase the odds.

3. ALIENATION: In terms of pure business, have a pulse on what the market is ready to embrace. If the innovation you are proposing or delivering is too drastic or dramatic, the market might resist regardless of how incredible the innovation is. Take into account how much conviction and resources you have up your sleeve to counter-act consumer alienation. Do you have the time and marketing strategy to subdue market resistance? Timing, packaging and educating the masses play key roles in success or failure.

4. ADAPTATION: Innovation is a progressive journey that demands strategic change and adaptation. The willingness to fail along that journey is a must... there is always a period of incubation and a learning curve to navigate. Risk and innovation require patient nurturing while the product is sculpted.

5. OPTIMIZATION: When you take risks, the objective is to optimize the outcome, minimizing loss or "failure". Innovation offers no guarantees. The risk factor is ultimately based on what you can live with or die for? That is the boundary that confines or liberates you in regards to how far you are willing to elevate the ceiling and stretch minds.

To experience a deeper dive into the topic of innovation, read the revised version of IMAGINATION WILL TAKE YOU EVERYWHERE - it includes new chapters and improved content and a NEW COVER. Learn to leverage your inner genius, reach higher and impact your leadership, cultural and personal mindset.

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The Innovation Mindset is easily learned and implemented into corporate cultures. Contact us today to learn more about our impactful keynotes and training experiences.


Sincerely, Vital Germaine

About the author: former Cirque du Soleil performer and team captain, turned keynote speaker, trainer and topselling author.

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Do you care to elevate Customer Experiences?

Vital Germaine

During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” The general consensus was surprising.

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How much we care on any given day at work is relative or dependent on our emotional state at that time. In other words, our levels of care fluctuate. What is not relative is the correlation between caring and Customer Experience Index scores. CSI scores will influence your company's reputation and determine customer loyalty. When customers feel disrespected or insignificant, they simply don't return... furthermore, their reviews will effect your profits and brand strength.

The majority of executives in attendance agreed that the art of caring could not be taught. People either care or they don’t. How disappointing.

So how do you fix the problem of non-caring employees other than firing them, because on-boarding new hires costs time and money. There is a more effective solution. It consists of not only hiring the right people, but also providing great training. Teach them these 5 simple behavioral tools and they will act as if they truly care.

Leadership must first establish a culture of caring and happiness as the barometer. Then, provide those non-caring employees with actionable behavioral tools to reinforce the culture. Tools that when implemented, give the appearance of a person that does care. Read about the five tools that will make your employees deliver extraordinary experiences.

Vital Germaine

President ENGAGE


How and why hugging will optimize workplace performance.

Vital Germaine

DARE TO DISRUPT!

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During a recent book signing, following a keynote presentation for approximately 800 attendees, I was surprised at the amount of people who wanted and initiated a hug. Modern society is lacking in warm and authentic connection.

Each hug caused a positive ripple effect, inspiring strong and healthy connection. Corporate America is missing out on the power of hugs. Just make sure the hug is not "creepy" or too long. It's relative and open to interpretation. Ultimately, if your intentions of sharing a hug are genuine, authentic and healthy, it is a win win.

HORMONAL BENEFITS OF A HUG: When we hug someone, oxytocin is released into our bodies via the pituitary gland. That hormone release lowers our cortisol levels (hormone responsible for stress, high blood pressure, and heart disease).

  • Hugs lower our heart rates

  • Hugs enhance relationships

  • Hugs can increase your self-esteem

  • Hugs can lower stress 

  • Hugs can lower the risk of heart disease 

  • Hugs can boost immunity

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Beyond the health benefits, hugging makes us more approachable, relatable and trust worthy. Research shows that when we trust somebody, more oxytocin is released, adding to the existing amount. The hug makes the other person not only feel good about us, but feel good about themselves.

BENEFITS OF OXYTOCIN AT WORK: Teams that caused or encouraged oxytocin release in each other were more productive and innovative, and enjoyed the tasks they were doing more, than those whose brains did not connect to their teammates. (Research by Paul J. Zak: ). Your company will experience lower absenteeism due to health or mood related issues. Your culture will be infused with enthusiasm, optimism and a general sense of corporate unity.

HUG A FRIEND OR COLLEAGUE TODAY.

The feel good factor is contagious and will impact your culture, your customers and of course your bottom line. 

THANK YOU,

Vital Germaine

President ENGAGE.


For more information about ENGAGE and our team development and leadership programs log onto: www.ENGAGEteams.com

Contact us today and elevate your company strength by elevating and empowering the people who define and deliver your brand promise.

Top 10 tips to resolve work conflicts.

Vital Germaine

Conflicts in the workplace are inevitable. They can become costly to your organization's efficiency and productivity. At the heart of most conflicts  is miscommunication and lack of understanding. 

The key is to resolve them quickly and effectively. Here's how.

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1.  MAINTAIN a positive outlook.

2.  PRACTICE Empathetic listening.

3.  ASK the other person to suggest a solution.

4.  SEEK to understand. 

5.  CONSIDER your role in the conflict and adapt accordingly.

6.  ACKNOWLEDGE the opinions and perspective of others.

7.  STATE your case tactfully.

8.  “ATTACK" the problem, not the person.

9.  AVOID the blame game. 

10.                ORGANIZE a necessary and concise staff meeting to openly discuss, with the focus on resolve.

Successful companies invest in their employees  through actionable trainings that are designed to optimize employee engagement, leadership and establish a collaborative culture.

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My company, ENGAGE, specializes in transformational leadership. Our process is fun, relevant, actionable and memorable. We'd love to engage your team and initiate a cultural paradigm shift. Results include, revitalized employees, elevated Customer Experiences, happier and optimized cultures that strengthen your brand by driving customer loyalty.

Vital is Las Vegas' most engaging keynote speaker, and a highly impactful senior trainer.  He delivers relevant, actionable and engaging content in a FUN and memorable way. 

BOOK VITAL TODAY and begin the transformation.

THANK YOU! 

Vital Germaine.


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