Paula Pace, M.S. – Professional trainer, speaker, consultant, and author

Improve company communication with the help of a professional trainer and author. Paula Pace, distinguished speaker and author, offers hands-on training workshops.

Do You Do This?

Posted on | November 2, 2009 | No Comments

Last week I suggested we take a lesson from Bill Gates – slow down and think, or consider before we act.  This advice reminds me of two phone calls I’ve had with service providers– one recently and one several years ago.  After both calls I found myself wishing the person lived closer to me so we could have lunch and continue our conversation! 

 I’ve made a lot of phone calls to service providers in my life, so why do I remember these two calls?  I remember them because the customer service representatives knew how to reach out and connect with me; both were up-beat, to the point and engaging – even while dealing with a pretty tough question! 

 I’m guessing you have had the same experience, so ask yourself, “what skills did the customer service representative employ to make the call so successful”?  Do you do the same in your interactions with your team or your customers?  If not, could you?  We all possess skills that sometimes get lost in the heat of the moment; skills we have learned along our professional path that hold the key to positive engagement.  Are you using these skills?  Are you growing them, stretching them to develop your skills as a leader?  

Sure, I agree that some people seem to be naturals; they engage people and always seem to know what to say, when to say it and how to say it.  But chances are they have worked to learn and apply these skills to be a good leader.  You can too. 

Do the Bill Gates thing – think about it.

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