Giving feedback is like crafting the perfect member or client experience—it requires care, thoughtfulness, and a little finesse. But what happens when someone isn’t quite ready to hear your helpful advice and gets defensive? Here are 5 tried-and-true emotional intelligence strategies to handle defensive moments with grace, so you can use the learning opportunity for growth and accountability, all while keeping service smooth and seamless: 1) Approach as a coach who wants to help. (“Let’s …
“To be done right, I have to do it myself.” “Why is this happening to me?” “I’m gonna have to figure this out myself.” “I’m not supported.” Have you ever felt any of these ways? These are common patterns I have to disrupt in my mind on a regular basis. These beliefs are false, but ones that I bought into at a very young age as I was trying to make sense of the world …
I was a master pretender, a super slick chameleon. I got straight As and graduated in the top 5% of my high school class with a 4.4 GPA, went to state for speech, mock trial, and softball, got confirmed Catholic, made good tip money working part-time as a server, and was chosen as Student Of The Month my senior year. Little did most people know that in high school I was stoned nearly all the …
You’re constantly pouring into others – your team, your family, your members, clients, customers, your friends, our community. You’re always filling someone else’s cup. But who is pouring into you? Your ability to perform and please others has gotten you here. But what is this “here” place you’ve arrived at? Is it joy? Is it meaning? Is it peace and freedom? If you’re like me and a lot of the clients I work with, your …
I kept catching my 7-year-old swearing. 😦 I can’t blame him – my husband and I have potty mouths and don’t usually filter the way we speak or what we talk about in front of our boys. And as you know, our teams (whether at work or home) will do what we DO rather than do what we SAY. Still, it’s not ok with me that my 7-year-old swears. “But Mama, when I get frustrated, it feels SO GOOD …