The New #1 Leadership Quality

Regardless of age or generation, leadership has changed and will constantly change. The biggest recent change being leaders shifting from power to empowerment. The expectations of younger generations has compelled organizations to re-evaluate hiring, benefits and workspace environments.

As both employee and consumer expectations change, leaders must adapt too. If they don’t, they won’t have access to the top-tier of talent. Without great talent, building successful teams, companies or organizations becomes incredibly hard.

Workspace wellness in terms of healthy or toxic cultures, combined with employee engagement and health management aren’t yet top of list, let alone top of mind. However… with mental health becoming more relevant in everyday society and modern workspaces, be it hybrid scenarios or remote work, or shorter work weeks etc, leaders will have to tap much deeper into their emotional quotient. With empathy being the consummate measure of EQ.

“Leadership is about empathy. It is about having the ability to relate to and connect with people for the purpose of inspiring and empowering their lives. ”

— Oprah Winfrey

In my book, Pink Is the Color of Empathy, I dedicate chapter 32 entirely to empathy in business. The book is rich in action steps to become a better human being, which is directly correlated to becoming a better leaders. The areas of focus in the book range from what empathy does and doesn’t sound like, to conflict resolution (customer satisfaction), changing and saving lives. The ultimate flex of the book is inspiring and empowering individuals to become high-value human beings.

Becoming a high-value person in a disconnected world.

Vital Germaine, President of ENGAGE Teams 360

A Common Overlooked Organizational Growth Opportunity with Employees

What drives, inspires and motivates team members to reach higher and hit the target?

No, I mean really, what is their deepest, most defining/preserving emotional and psychological need?

It is something organizations often ignore or forget to invest in.

I’ve spent the best part of the last ten years delivering employee trainings for such companies as United Airlines and BMW. The focus has been on elevating KPIs (Key Performance Indexes) or OKR’s (Objective Key Results), culture, competencies, customer service, efficiency and productivity (which are great), and reinforcing company core values. The ultimate short-term goals are”always” elevating profits and brand strength.

Let’s take a quick look into standard anatomy of the OKR framework. See image below.

ANATOMY OF THE OKR FRAMEWORK

OBJECTIVES: goals that inspire and set direction (where do I need to go?)

KEY RESULTS: steps that measure progress toward a goal (how do I know I’m getting there?)

INITIATIVES: tasks required to drive progress of key results (what will I do to get there?)

These types of organizational frameworks/trainings bring incredible value. HOWEVER…

Applying this same framework to individual and personalized growth is the long-term differentiator. See image below, in particular the STAR - add personal objectives .

Investing in an employees’ personal development/objectives makes them better human beings. Good human beings are good employees. By identifying, recognizing and investing in individuality (personal aspirations/needs/expectations), and helping team members understand the essence of who they are as individuals is a long-term win-win investment.

The best leaders not only train for growth, they inspire growth!

One of the best ways to inspire any human is to SEE them. Actually “seeing” somebody is potentially the highest form of respect we can give. This elevates and empowers people to reach higher.

Give them the tools to not only learn and understand company core values, but also identify and understand their own core values. Help them see who they are themselves and how as individuals they can best fit and contribute to the company vision and mission. Help the become the best version of themselves not just the best employee. Who are THEY? What do they really WANT? What do they NEED?

Employees are rarely driven by money alone. It’s deeper than that. Money is only a conduit to attain what is truly desired and needed. The true answer to self-actualization (Maslo’s hierarchy of needs) lies deeper than money, promotion or remote work (flexibility).

Help team members have the confidence to discover themselves and know themselves. It's scary to look thyself in the eyes until you see your own soul for all its glories and fears. Down there, deeply hidden in the foundations of true their character lies the answer to who they really are and who/what they really want to be. Help them get their and they will reach higher.

It might take them and the organization a minute to truly SEE themselves! It might take years for them to discover the true self, but the journey is worth it. The investment in personal development in the workplace pays high dividends.

The reflection they will see, the self awareness they will develop, will connect them to a strong sense of purpose. Think Simon Sinek’s “Start With Why.” If that purpose aligns with your core values, vision and mission, then you have a star employee whose productivity and efficiency will soar. That mindset is contagious. It INSPIRES.

The better we know ourselves, the better we can optimize our lives. The better we can optimize our own lives, the more value we can bring to the lives of others.

In Chapter 20 of my book, THINK LIKE AN ARTIST, I share a very impactful self-discovery activity to truly give the individual a starting point to dig deeper into who they are and what drives them.

Who are you really?

My other creativity book titled, INNOVATION MINDSET is the business/leadership equivalent of THINK LIKE AN ARTIST. Request more information about my signature creativity workshop/keynote. At ENGAGE Teams 360, we love to inspire and empower through our highly interactive, fun, informative and transformational content.

Vital Germaine,

President ENGAGE Teams 360

Who Really Drives the Results of DEI Initiatives?

The are two  basic drivers of true and impactful Diversity Equity and Inclusion strategies.

They say that the journey to social parity, in particular, in the work place, begins at the top with leadership (or when you’re summoned to HR). It actually doesn’t start there. It begins with the self… YOU.

Leadership either stifles the concept of DEI, or it fuels the internal cultural judgment and undermining of colleagues.

Here are the two behavioral pillars to inspire a shift in thinking and doing. They create positive ripple effects that elevate others (and yourself because you will then become a high-value person).

1. Empathy:

   Leaning into your conscience to connect with your innate knowing of what is right and wrong. When people care and are curious to know and understand the journey of another, there is only one outcome… respect. And if you respect somebody, it becomes very hard to undermine or belittle them. Having respect, levels the playing field because it means you see and honor the other person’s existence. They call this Sawubona in Zulu. If you want to learn about Sawubona, I talk about it my newest book, PINK IS THE COLOR OF EMPATHY.

2. Awareness:

   Knowing that “love” can’t be legislated makes you the sole entity responsible for your choices and actions. In other words, your conscience shouldn’t need laws, rules, regulations or policy to drive your behavior. We are all responsible for our choices and actions. It’s the accountability and lack of emotional intelligence that is the hurdle.

HR or the executive team can only provide guidance as to appropriate social behavior in your organization or company. Those guidelines fortunately have consequences when negated. They promote accountability but are not the “pill” unto themselves.

Are you truly honoring and implementing the ultimate intentions of DEI initiatives? Only you know that answer. Adjust accordingly as there is always room for growth and improvement.

The element of effective COMMUNICATION is what brings it together. LEARN MORE

Vital Germaine

President of ENGAGE Teams 360

The ABC of Sales and Customer Service

How many times have you called a company because something was incorrect or not working and have been incredibly disappointed, if not left fuming? The initial mistake they might have made is not the actual problem. Consumers are very forgiving if you simply treat them right: with understanding for their discomfort, and respect for their time. The simplicity comes in being proactive.

Adding to the frequency of disappointing customer service experiences is the fact that the modern consumer is spoiled for choice. In other words, you might not get a second chance to make it right. They jump ship with no shame or guilt. A little basic employee training can keep your customers happy and loyal.

For the past 10 years, I’ve provided sales and customer service training to several Fortune 100 and Fortune 500 companies. Their shortcomings are common and standard. Where do they fall short? The list of errors begin during the sales process and get magnified during the after sales process?

The problem is, many organizations wait until sales have dropped significantly or customer satisfaction indexes reache a state of emergency before addressing their customer service standards. It doesn’t have to become an issue. Prevention is the key… when that has failed, the solutions are as simple as ABC.

• Adapt

  • Customer needs and expectations are unique to them. It’s crucial that you take time to understand each specific client.

  • Personalize that experience based on a meaningful needs analysis.

  • Please, empower your team to take initiatives and adapt, leading to the ability to making positively impactful in the moment-decisions.

• Bond

  • The better and more personal your needs analysis is, (go deeper than the basic sales questions), the stronger the emotional connection you will develop with your customer.

  • The stronger the bond, the more likely they are to make a purchase.

  • The stronger the bond, the more likely they will forgive and overlook any pain points they experienced along their journey with you and your organization.

  • In stark contrast, when there is little bonding, sales are compromised and unfavorable situations quickly escalate.

• Care

  • This is a no brainer. If you care you have a high chance of turning a customer into a loyal fan.

  • Caring is one thing… making them see and FEEL that you care is a different book completely. Make sure to demonstrate care in a way that they get it. Learn more on this topic.

Just think of the Jackson Five’s ABC as a reminder to implement these 3 basic pillars of improved sales and elevated customer service.

CONFLICT RESOLUTION: Prevention is the key, however, what to do when it all goes wrong?

In my online training course, PURPOSE-DRIVEN COMMUNICATION, I do a deep dive into the topic of conflict resolution and how your teams can turn a disgruntled customer into a loyal fan. Unfortunately, it becomes a conflict due to the fact that very simple preemptive frustration steps weren’t put into place. Bring the ABC of Customer Service into your standard operating procedures (SOP) and experience a drastic improvement in your Customer Satisfaction Index scores (CSI).

Experience ENGAGE Team 360’s full employee development training with a focus on customer service.

Sincerely,

Vital Germaine

PRESIDENT of ENGAGE Teams 360

Top-Selling Author: BUY THE BOOKS

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The ROI of ELEVATING others

High value leaders, elevate. It’s that simple.

Whether you are the CEO of a Fortune 100 company, a startup with five people sharing a room and a couch, or a manager of fifty employees, or in fact, anybody with a dream or vision, allow those around you to shine and contribute their best to your cause. You can only get the best out of people if you empower them to be themselves and deliver what they have to offer in the best way they know how. That journey begins with your intentions as a leader. Are you there for power or to empower?

The more restrictions, regulations, and guidelines we impose on people, the more they are shackled and unable to flex. This does not mean chaos, a free-for-all, or mutiny. It’s something leaders must be sensitive to and aware of. 

Great leaders:

• CARE about their people

• INSPIRE their people

• NURTURE their people

• EMPOWER their people

• TRUST their people

Putting all of these bullet points into action will offer you and your company a high ROI.

Hand over the keys and allow them to “show off” in the driver’s seat. That elevates their confidence… their worth and value. Provide them with resources. Nurture their ambitions and fears… this shows you care.

You are invited to do a deep dive to explore and learn how to be a high value leader who inspires his team in the book INNOVATION MINDSET. You’ll find clear actions steps on how be a high value leader.

Order your copy today: https://www.amazon.com/INNOVATION-MINDSET-Reimagining-business-leadership/dp/1698538308/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1572634450&sr=8-3

Sincerely,

Vital Germaine, President of ENGAGE Teams 360

5 Star Reviews

🏆 This book is pure genius

🏆 Calling all leaders. I highly recommend this book

🏆 A must-have for your leadership library!!

🏆 Interesting and entertaining, genius and genuine

🏆 Brilliant

🏆 Definitely the inspiration I needed to venture outside my comfort zone and CREATE!

🏆 Great stories and illustrations of relevant and timely principles any leader, in any organization can apply to take their life and career to new heights

The book includes interviews with thought leaders from different industries:

• Tim Sanders, New York Times best-selling author and former Yahoo! exec.

• Jordan Adler, best-selling author and MLM millionaire.

• Randy Sutton, former police detective and TV News contributor.

• Dennis Bonilla, former U.S. Navy Nuke!“

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Designing Success in the Workplace

What do you think it takes for Cirque du Soleil as a brand/company and the performers to go out and deliver amazing customer experiences?

This is a question I challenge audiences with during keynotes, employee trainings and workshops. There is a clearly defined top ten list of answers that audiences express. Their top ten list reads as:

1. TALENT

2. TEAMWORK

3. PRACTICE

4. COURAGE

5. RISK

6. COMMUNICATION

7. VISION/PURPOSE

8. MONEY

9. SPANDEX (always makes me laugh)

10. CREATIVITY

It was an honor to perform in 2 different shows (Mystere and Quidam) over the course of over five years and 2,000+ shows as a team captain in what has recently been called, “The new best show on earth.”

I observed and observed the approach and mindset of individuals and of the company. Here’s what I discovered.

Many perceive that the performers achieve beyond human feats (defying gravity and staring death in the face on a nightly basis)… and yes we do, thank you very much. However, the same traits that allow such athletes and artists to become extraordinary are the very same that apply to more traditional jobs, positions and successes.

When it comes to business success, it’s called leadership and team work, a.k.a. CULTURE. Cultures are built on systems and policy. The “best show on earth” is created on the same concepts of systems and policy; we call it choreography/artistic direction/production.

Success in any capacity is not random.

Success is choreographed, inspired and staged. Each amazing trick that has made you gasp during a cirque show took talent, courage, risk, dedication, vision, communication, creativity and commitment. The commitment is a KAIZEN thing (Masaaki Imai, a Japanese organizational theorist and management consultant, studied the Toyota Production System and its Lean principles and was the first to introduce the idea of Kaizen to both Europe and North America).

Kaizen is a Japanese term meaning change for the better or continuous improvement. Kaizen sees improvement in productivity as a gradual and methodical process.

The Cirque culture parallels the Kaizen philosophy. Each dance step, acrobatic flip, lighting cue etc. had potential to become better. Throw in the element of fun and freedom (but not anarchy) and you have a recipe for highly forward-thinking, happy culture that thrives. Your organization will feel the impact… as will your clients.

“We’d love to help you design a happier more creative culture through our dynamic keynotes and workshops.” Contact us today.

Sincerely,

Vital Germaine,

President of ENGAGEteams360

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Workplace design and employee engagement

Here are 3 tips to help you maximize workspaces to elevate engagement, because the employee experience is crucial to the success of your business or organization. It pays to be employee-centric.

1. WORK AREAS: Design environments that inspire creativity and happiness.

It can be done very cost effectively and with a great ROI if you get creative. Location, location, location. Cirque du Soleil adopted and transformed an abandoned fire station in Montreal, affectionately named Angus, to become their “factory”. There was no avant-garde interior design on display. There were no Oompa Loompas meandering the premises doing strange dances. I didn’t witness any magnificent sculptures or art, nor bright colored walls to inspire or promote creativity. All these elements would have helped. Nonetheless, the fact they had chosen an abandoned fire station sent a subliminal message that they were cool, fun, eccentric, and defying context of their market place — All with the purpose to be innovative and deliver entertainment excellence. It’s one of the key factors that sets them apart.

2. MEETING LOCATIONS: The environment in which you hold meetings will heavily influence the level of inspiration and collaboration.

Do something different, new and unexpected (crazy) to disrupt. Pleasantly shock your team to life. In the book, Everybody Always, author Bob Goff shares the story of how as an adjunct law professor at Pepperdine Law School, he was required to have office hours. He saw beyond the limitations of regulations. Nowhere did it stipulate where his office had to be. He established a very unique office. He told his students they could find him in his ‘office’ at Tom Sawyer Island in Disneyland to meet. There is no admission fee and there are no lines. Walt Disney is the consummate businessman driven by imagination and the freedom, which is provides. Even important people enjoy being a big kid at heart.

Bob apparently always had more than ten students show up at meeting times. 

Adding to the story in regards to being creative to establish something different and memorable, The Supreme Court Judge of Uganda once visited the U.S and wanted to see Bob’s ‘office’. Bob picked him up at the airport with custom Mickey ears made for the visitor and took him straight to his ‘office’ at Disney Land. They apparently had a great meeting! Location, location, location. 

3. EVALUATE AND ADAPT: Take the time to evaluate your workspace environment and act accordingly. Change your perspective physically, emotionally and intellectually.

Look in the mirror to better understand what your brand is about and what you’re doing to inspire your employees to reach that objective.

A simple design shift could be the change your company is looking for and needs to reenergize your workforce. Build an environment that is visually pleasing and stimulating… also, emotionally and intellectually safe. Employees must feel confident and supported to step out of the comfort zone, risk and fall. Setting the right tone and mindset is crucial to your company’s growth.

You client base will love you even more for getting creative with your workspace environments without knowing why. We know why… because your workforce will be inspired and engaged.

Learn more about our INNOVATION MINDSET virtual learning opportunity.

The insight from Cirque du Soleil’s highly effective business and culture process in this blog is taken from Chapter 4 (The How of Cirque Innovation) from the book, INNOVATION MINDSET. The full chapter does a deeper dive into solving this easy to fix challenge.

Vital Germaine

President of ENGAGEteams360

Vital is Las Vegas' most dynamic keynotes speaker and corporate trainer. His executive leadership experiences are designed to inspire extraordinary performance. BOOK VITAL TODAY for:

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