076: Building Up The Potential in Your Team with Yanique Grant

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By Yanique Grant and Customer Experience Strategist. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Inthis episode Yanique Grant, I am speaking specifically about a topic that I think is relevant to helping leaders in an organization to help their team grow and develop. And it has to do with honing the skills and building the potential of your existing team members that you have working in your company.

Now potential is someone's capacity to develop their skills with effort and coaching over time. And that's just the point, how can we know where effort and coaching will take someone over a period of time if you don't actually take the time to invest and identify if your investment in this individual will be successful?Now the first step in helping to develop or helping to grow someone to identify their true potential is you have to help them identify the best version of themself. And so, conversations with your employees, one on one conversations where you help them to identify where their strengths and their weaknesses are and what their values are. You can help them write this down, so they have it as a focal point, this is like the foundation of how they are going to move from one step to the next. Then you need to ask them questions, like, “Is there something that they've ever really, really wanted to do and achieve and accomplish?”Such as, you know, if they had a great passion to dance or they had a great passion to speak a second language or they had a great passion to play a particular sport. So, you have to ask these questions to identify what is really in their heart. The next thing is you have to ask them, is there any thing that they think is preventing them from reaching to that milestone?So, do they think they need to be a more assertive person, do they feel like they lack confidence? You have to ask them these questions and read their body language, get them to a place where they feel very comfortable sharing this information with you because it means now, they have to be very vulnerable to share this information. So that's the first step. You want to get them to really identify where they fall in terms of setting themselves up for success.

Then after you get to that point, we have to now help them set goals. One of the things that we consistently promote or encourage persons who are in our workshops is the number one rule of a leader is to help people grow and develop. So, if the people grow and develop, then the organization would grow and develop because in every company, the organization is the people. It's not the tagline, it's not the logo, it's not the uniform, it's not the equipment, it's the people and without the people, the company cannot grow and develop.And so, you have to help them set goals. Setting goals is an important part of helping them to achieve success and not success in terms of your financial statement for the business, success in terms of what they view as success. Now, research shows that setting specific goals will help people to get what they want. So, you write it down, and this is where you're going to put in a step by step, strategy, day to day activities that you're going to employ to achieve the overarching goal so you write a list of everything you want to achieve, check over your list and seriously consider what you've written down is realistic.

Because sometimes we're so bold and audacious, the goals are amazing and you should reach for the stars or even beyond the stars! I completely support that, but we have to think realistic at the same time. So, let's say the goal is to lose weight, for example. There's no way that you will lose 50 pounds in two weeks, it's just, I mean, maybe you could lose it, but it wouldn't be the healthy way and it wouldn't cause the weight to stay off. So, in setting the goals, you want to ensure that the goals are realistic. When you're setting the goals, you also want to affirmatively or positively affirm in your mind and on paper how you want the goal to be manifested, “I want to be less worried about my appearance.” “I want to be confident about my appearance.”So clearly the former statement sounds a little rocky and you don't want to sound rocky. You want it to sound affirmed, you want to sound confident, you want to sound fulfilled that you believe in what you are saying. In setting the goals, you must also be specific and specific means you have to set down certain timelines. So realistically, “I'd like to lose 50 pounds in the next six months to a year.”So, you give yourself enough time because when you research weight loss, the healthy way to lose weight is one to two pounds a week. So, if we go with the one pound a week, and there are four weeks in a month, realistically you can lose, let's say a minimum of four pounds per month and there are 12 months in the year, so, that's 48 pounds for the year. However, you could accelerate it, there are cases where people lose up to 5 pounds per week, and if you're losing five pounds per week, then that's now 20 pounds per month. And that 20 now is multiplied by 12 months for the year. So, you want to be very specific, but also be realistic in helping your team to set their goals.

Now, you set the goal, but you can’t just set the goal and the goal is going to achieve itself, you have to put in the work. So, once you have confirmed your goal is achievable and it's realistic, now is when you have to get to work, so you have to commit to the process, focus on the process rather than the end point. You know what the desired result is, which is to be 50 pounds less than you are now, or to own that home or to own that motor vehicle or to rise to that managerial position, whatever it is that your goal is. Note in your mind though, and also on paper that your long term goals, they don't have to be set in stone word for word because in the process of you achieving this goal, things will change, people will change, even you may change and your goals may change as well and it's not an exact science, so you don't need to treat it like one, just allow yourself some room to grow. Create a checklist, so important, so you can know where you're going and this is what is going to help you stay on track on a day to day basis towards the goal ahead and do those things every day without fail because the biggest thing or the most important thing in goal achievement is consistency. So, it's small incremental steps that you do consistently, regardless of how you feel, regardless of what challenges you are being faced with, you're doing it all the time.

So, we move on to we start the journey now, we've set the goal, we have things written down, we have our checklist. Now, we have to put some inspiration in place, we have to align ourself with people who we know will help us to achieve the goal. And this is why as a leader, you have to help your employees. Maybe there's another employee in the organization or another leader in the organization that you could bring in and this person could help this team member that you're trying to grow to achieve that goal. It can be a person, it can be a landmark, we want to help people to find inspiration so that in challenging times or times when they feel overwhelmed there’s something that they can connect to. And that's why it's so important to have some inspiration. A lot of persons nowadays, they try to achieve their goals, they have a vision board and on the vision board they would have the things that they want to achieve. So, they're constantly being reminded of the path that they're on, they don't get deterred and you position vision board somewhere that you can see all the time. It could be a case where you have somebody in your home that you know is going to be the reminder for you or at your office who's going to be a reminder for you or it could be the case where you may be have a coach and that's what we are as leaders.

Leaders are coaches, we’re mentors were, we’re there to help people achieve their desires. So, you've set these long-term goals, but you also have to set some short-term goals and short-term goals are the things that you do on a daily basis, on a weekly basis. We have to be confident because believing that we can do it is really a big part of the psychology of whether or not you're going to be successful. And so, negative thoughts will slow down once you're fully confident, you're fully in control of your thoughts, you don't let anything deter you, you focus on what you want to achieve. You have to take care of yourself, dress well, ensure you look good, groom yourself, think positively. When you have a negative thought, rephrase it positively, don't compare yourself to others, everyone is running their own race, we're not in competition with anybody, we're all here to collaborate and compliment each other. So, try not to get into the habit of comparing yourself to others and we can fall into that very easily. Social media, unfortunately, this is some of the negatives of social media that you’ll watch and see what other people are doing and you'll start to compare and think about where you are in your life. But we're all in our own lane, we're running our own race, we're not trying to compete, we're trying to collaborate and compliment. So just change up your mindset and how it is that you view certain things.

The next thing is you have to accept changes as they happen because in working to achieve the goal, you will buck upon some obstacles and you have to focus on the things that you can influence, you have to remember that you are engaging in a process, so, it's not about the end results, it's the journey. You have to adapt to new circumstances by setting new goals, so, if a pothole comes up or a little obstacle or hurdle comes that you have to jump over, think about it as, yes, it might be a setback, but the set back is there for a reason and what are you going to do with that to make it better.

And always be open to learning new things, even as the coach or the mentor that is helping the employee to grow, you yourself have to be open to learning new things from that individual as well. I do believe it's a two way street for both persons involved, so we really have to be focused on ensuring that we support each other, in support, you want to let your family members know, your friends know what journey you're on so that they can help you. Remember the people in your life - your circle of your friends, your tribe, your circle of greatness. Those are the people who are going to help you, they're going to keep you accountable, they're going to help you to achieve the goal. So, you always want to ensure that you get support.

You have to trust your intuition or your gut, that little feeling that you get inside your stomach sometimes when you feel like, “Oh, this is the right thing to do.”Or that little feeling that you get sometimes when you’re in a situation and you say, “No, I don't feel like I should go there, I feel like everything is telling me that I shouldn't go there today.” “No, I shouldn't eat that, no I shouldn't eat it.”Follow your gut because 9 out of 10 times your gut is so correct. Journaling also helps you to trust your intuition. You want to keep a list of the items, the times that your intuition helped you, reference your journal when you're working through a problem because it will help you to refocus.

And through it all, never give up. Focus on the fact that it's a process. You're going to achieve many goals along the way. Stay committed to achieving your goals. Be that encourager, be that motivator, be that mentor, be that coach, be the inspiration in that person's life, that when they do achieve that overarching goal, whether it was to sing or to dance or to speak a second language or to move up in the organization, they look back and say, I could never have done it without that manager or that supervisor who was coaching me, always believed in me, never gave up on me, even on days when I never believed in myself, they were my biggest cheerleader.

And that's what I want to encourage you as leaders is everyone has potential, there's always potential and you have to believe that a person has potential and you have to encourage and motivate and inspire them to believe that they have the potential as well. We're all working towards the same goal to help each other be better, to help each other do better and the more we can really invest our time, time…..the most precious commodity that you could give to another human being is time.So, when you invest your time and energy into building the potential of another human being, it's priceless. There's no dollar figure that you can put on that. And I'm telling you that the person will value that time and energy that you've given to them to help them be greater and better and you would become great and better as a result. So, I encourage you to be a great motivator, be a great encourager and try to really seek the potential in others and build the potential in others because we all have potential to be great.

I believe that these things that we've shared today will help to create that culture in an organization. And remember, service starts from within. If you can build your team members potential from within then it's so easy for them to help to build potential and success in your clients and customers in the interactions that they have with them.

Again, if you'd like to follow us on Twitter, feel free it's navigating CXand please feel free to join our Facebook group, Navigating the Customer Experience Podcast.

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