Positive Influencing - pull the other one!.pptx
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I was first introduced to the concept of Positive Influencing on a leadership course many years ago and I have tried to apply it ever since. The principle is simple but very effective. If the definition of influencing could be described as "affecting or changing the way that someone acts, behaves or thinks", Positive Influencing adds the caveat "...where both parties are happy with the outcome." If you enter into a conversation thinking purely about achieving a pre-determined, one-sided outcome, you may succeed but it will probably end up being a Pyrrhic victory. You may achieve a quick win but if one party is unhappy, it's unlikely to be the start of a successful, long term relationship. The objective is to achieve a win-win where both parties view the end result as positive. There are two main ways to influence people - using push (active) or pull (passive) behaviour. I've summarised these approaches and their pros and cons on a couple of slides - I hope you find them useful. Using the right techniques to positively influence people will definitely open doors for you. Please check out my full article on LinkedIn: https://www.linkedin.com/pulse/positive-influencing-pull-other-one-jon-stephenson
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Customer Experience - don't forget the bigger picture!.pptx
I once ran an offsite exercise where I tasked four cross-functional groups of managers to make four separate items - a horse, a jockey, a stable and a fence.
Each group was given a card with the name of the product they needed to make and some basic design requirements - the colour of the horse, the clothes for the jockey, the number of doors and windows for the stable, and the type of panels for the fence. They were also given a mixture of materials and tools to help them complete their tasks - different ones in each group.
I told them it was a team challenge and said my co-facilitators and I would be observing their behaviour during the task, and we'd judge their products at the end of the exercise.
At the end of the task, I asked them to come up and present their products. When all four groups had finished, I complimented them on the quality of their individual items but then reminded them that it had been a team exercise.
I said the objective of the team exercise had been to create a jockey, a horse, a stable and a fence so, as their customer, I wanted to judge how well they all went together. I could hear the pennies slowly dropping before the protests started as we discovered that the jockey was too big for the horse, the stable was too small for the horse and the fence was too high for the stable!
Individually, the items were fine, but the overall effect was disjointed - the whole was less than the sum of the parts. They hadn't considered the bigger picture or looked at it holistically from their customer's perspective. They hadn't involved me (their customer) in the contextual design of their products or sought my feedback during the task.
They'd chosen to internalise their measures of success and work as individual groups jockeying for position rather than one large team. They'd created their own silos and thrown the problems for the customer over the fence - even though they knew the purpose of the offsite was to encourage cross-departmental working!
It was a powerful message - departments in the best organisations work together, not against each other, to improve their overall performance and deliver an optimal customer experience.
I ran the exercise at four more offsites and each time it was the same outcome. I'd sworn the earlier participants to secrecy and the first thing they asked their colleagues, when they returned to the office, was "How big was your horse?"!
The offsites had the desired effect - a clear commitment from everyone to step outside silos, establish cross-departmental communication channels and work collaboratively as one business. Clients welcomed the joined-up approach and there was an increase in satisfaction levels, cross-sales and retention rates.
I hope you find this slide useful.
You can check out my full LInkedin article using the following link:
https://www.linkedin.com/pulse/teamwork-dont-forget-bigger-picture-jon-stephenson
Incident Management - learn fast but don't get furious!.pptx
I've managed quite a few incidents (and false alarms) throughout my career - loss of systems, power cuts, supply chain issues, adverse weather conditions (including golf-ball sized hailstones), small fires, staff shortages and even one where a colleague was stuck in a lift.
Proactive planning and preparation make incidents easier to manage, but I've still gained experience and learned valuable lessons from every one of them. For example, I now know that you don't tell someone who is stuck in a lift that the engineer will be here in 20 minutes because you might panic them, if they think that's a long time! You should avoid giving timescales - simply reassure them by saying help is on the way and you'll soon have them out of there.
I was thinking about the advice I'd give to someone managing an incident for the first time and I came up with the following list:
- Stay calm under pressure and reassure others
- Be assertive, not aggressive
- Ensure there are no egos in the room
- Listen to the experts
- Be decisive and inspire confidence
- Provide clear instructions
- Be prepared to react to a changing situation
- Learn fast and keep learning
- Stay in the present, don't look back
- Leave any retrospection for the Post Incident Review
- Make a record of all actions and decisions
- Communicate regularly to the wider team
- Revise your business continuity plans (after the incident) based upon the lessons you've learnt
I've summarised the above list on a slide. If you're new to incident management, I hope you find it useful. If you're an experienced Incident Manager, what would you add to the above list?
To read my full article, please go to:
https://www.linkedin.com/pulse/incident-management-learn-fast-dont-get-furious-jon-stephenson
Team Feedback - you've been framed!.pptx
I was introduced to the A-Frame by an inspirational boss many years ago, and I've used it ever since with both new and established teams.
It takes its name from the main headings of a four-box grid - Applaud, Ask, Assert, Anticipate, and it focuses on what people want/don't want and get/don't get from a particular situation.
It can be used to structure discussions on lots of different subjects, but I like to use it to request feedback on my situational leadership:
Applaud - what would you like me to continue doing?
Ask - what would you like me to start doing?
Assert - what would you like me to stop doing?
Anticipate - what don't you want me to start doing?
Before committing to the exercise, it's essential that your team feel empowered to provide objective feedback, and that you're in the right frame of mind to receive it. Don't be defensive or try to rationalise it - take it as an opportunity to learn.
I've found that it works best if you ask your team to collectively agree the feedback, and then meet with them to review it. Each time it has prompted excellent discussions. I've used the feedback to produce a development plan for myself and, at the same time, to document the support I need from them to help me become a more effective leader.
It's important to track progress against the plan and request feedback on a regular basis as their needs may change over time. You'll find that your team will be more precise and get better at providing examples each time they complete the exercise.
I've summarised the above points on a slide - I hope you find it useful. I've also included the 'A' Frame on a separate slide.
So, why not give it a go? I'm sure your team will engage with the process, and they'll be delighted with the changes you make and the positive impact it has on their intrinsic motivation and overall performance. Embrace it and you'll start to hear great things, like what you see, and have a spring in your step!
Please use this link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/team-feedback-youve-been-framed-jon-stephenson
Client Retention - a strategy to mind the gap!.pptx
Whilst I fully accept that it's everyone's collective responsibility to optimise the customer experience and reduce attrition rates, I believe it's essential for organisations to develop a clear and robust retention strategy.
I remember being asked to devise and implement a retention strategy for a professional services business. Renewal rates had been on a downward trend for several years, so I was keen to understand why this was happening. When I sat down with the account managers, I discovered that most of their time was dedicated to contacting clients in the last six months of their contract and attempting to secure their renewal.
Unfortunately, by the time they reached out to their clients, it was usually too late - most of them had already made the decision to either stay or move on, so their efforts had no meaningful impact on the renewal rates. Additionally, there was no attempt to win back lost business or address the root cause of customer dissatisfaction.
It was very clear that there were rudimentary gaps in their approach and a radical overhaul was required, so I created a five-stage strategy covering Attention, Detection, Prevention, Retention and Redemption.
It was a major programme of work but, crucially, it had the full backing of the SLT and within twelve months we'd reversed the trend and renewal rates started to climb dramatically.
I've summarised the five stages on a slide - I hope you find it useful. I've also included a mind map showing the five stages and their linked activities.
Please use the following link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/client-retention-strategy-mind-gap-jon-stephenson
Business Transformation - getting ready to scale and polish!.pptx
Scaling-up is about achieving an exponential increase in capacity and productivity without sacrificing quality. It's not a one-size-fits-all process, and you'll need to tailor your solutions to provide the polish, but the ten principles on this slide should form the basis of your strategy.
Please use this link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/business-transformation-getting-ready-scale-polish-jon-stephenson
Mentorship - the butcher, the baker, the candlestick maker!.pptx
If you get the opportunity to become a mentor, through a scheme or a direct approach, I’d highly recommend it, and I'm sure your future self will thank you.
I’ve always enjoyed helping colleagues and I’d like to think I’ve played my part in their subsequent development and achievements, and developed a few skills myself along the way.
So what skills do you need to be a mentor? When I joined my first scheme, I was told that I'd need to be a coach, a counsellor and a cheerleader but based upon my experience as both a mentor and mentee, I'd say the different hats you need to wear are more akin to the characters from an old nursery rhyme - butcher, baker and candlestick maker!
Please check out my full article on LinkedIn to find out why:
https://www.linkedin.com/pulse/mentoring-schemes-say-hello-butcher-baker-maker-jon-stephenson
Stakeholder Management - just what the Doctor ordered!.pptx
I've always believed that stakeholder management is key to business transformation. If you want to be given a clean bill of health and avoid major surgery after you introduce change within your organisation, it’s essential that you manage your stakeholders effectively throughout the programme.
My prescription for good stakeholder management covers four essential areas:
- Identifying stakeholders
- Managing expectations
- Engaging appropriately
- Communicating effectively
I've captured my tips for managing these four areas on a slide - I hope you find it useful.
Please use the following link to check out my full LinkedIn article:
https://www.linkedin.com/pulse/stakeholder-management-just-what-doctor-ordered-jon-stephenson
Performance Improvement - at least we're not going backwards!.pptx
I recall a business analyst saying to me "I don't know why you want me to look at that measure again, the rate hasn't changed since the last time I reviewed it."
I explained that the lack of improvement was precisely the reason I wanted him to look at it again. I was shocked by his blasé attitude towards performance management, but I was pleased that he'd given me an idea for another article!
Standing still will usually result in your organisation moving backwards because whilst you stagnate your competitors will all be attempting to move forward. Unless you're in a rowing boat or a tug-of-war team, forward momentum is key to success. If you become complacent about your performance, you'll soon start shipping customers, and then you'll get that sinking feeling!
Please check out my full article on LinkedIn using the following link:
https://www.linkedin.com/pulse/performance-improvement-least-were-going-backwards-jon-stephenson/
Trust and Integrity - key behavioural traits.pptx
Here's my personal checklist for Trust and Integrity - I hope you find it useful.
Please check out my full article on LinkedIn where I discuss some instances where trust an integrity wasn't foremost in people's thoughts:
https://www.linkedin.com/pulse/trust-integrity-dog-ate-my-excuses-jon-stephenson
Judgement & Decision-making - the joys of blissful ignorance!.pptx
I've found that sound judgement and decision-making requires an open mind and a proven process.
I've captured the main points of the process and the likely outputs in a slide.
I've also included a grid showing the four main decision types based upon their urgency and importance.
I hope you find them useful.
Please use this link to check out my full LinkedIn article that was inspired by the comments of a former colleague about my approach to decision-making:
https://www.linkedin.com/pulse/judgement-decision-making-joys-blissful-ignorance-jon-stephenson
People Retention - maximising intrinsic motivation.pptx
People retention is a key issue in many sectors - so what can you do to reduce attrition rates?
In my opinion, it's about winning hearts & minds rather than just using carrots & sticks.
I firmly believe that many organisations fall into the trap of trying to make a boring, tough or stressful job more tolerable through extrinsic motivation. Yes, we know it's not a great job but look at the rewards & benefits package, the team spirit, the social events and the prizes (carrots) you can win! But if you're not very good at it, the carrots turn into sticks. When people leave these organisations, they often talk about missing their colleagues but very rarely their jobs.
So why don't you make it less boring instead?
Instead of just compensating for the nature of the role, you should also look at ways to make the job more interesting and enjoyable - enabling people to derive intrinsic motivation from it.
Creating a role that offers intrinsic motivation is more likely to reduce attrition. It will stop most people looking in the first place and make the others think twice before moving on. If people enjoy their roles, they are less likely to wonder if the grass is greener on the other side. When people do leave, they usually talk about missing their colleagues and loving their jobs. They also tend to retain a sense of pride, loyalty and emotional attachment to the organisation.
So how do you create the right environment for intrinsic motivation?
Alfie Kohn, in his excellent book Punished by Rewards, breaks it down into collaboration, content and choice. I have distilled this further into practical tips and summarised it on a slide I hope you find it useful.
Please use this link to check out my full article on LinkedIn:
https://www.linkedin.com/post/edit/intrinsic-motivation-key-people-retention-jon-stephenson
Managing Upwards - show them who's boss!.pptx
I've had the pleasure of working for lots of great bosses and I've learnt from all of them. They've had different approaches and leadership styles, but I've discovered over time that, when it comes to managing upwards, they generally all have the same needs. These tend to fall under three main requirements - they want their teams to support, impress and respect them.
With this in mind, I thought it would be useful to summarise in a slide some of the key principles that I try to follow. I hope you find it helpful.
Please use the following link to check out my full article on LinkedIn:
https://www.linkedin.com/pulse/managing-upwards-show-them-whos-boss-jon-stephenson
More from Jon Stephenson (20)
Business Transformation - what a refreshing change! .pptx
Business Transformation - what a refreshing change! .pptx
Job Hunting - pick over this fishbone for telephone interviews!.pptx
Job Hunting - pick over this fishbone for telephone interviews!.pptx
Resource Management - you don't need a DeLorean!.pptx
Resource Management - you don't need a DeLorean!.pptx
Continuous Improvement - implementing a clear strategy.pptx
Continuous Improvement - implementing a clear strategy.pptx
Presentations - ensure your slides go down well!.pptx
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Job Hunting - hats the way to create a strategy!pptx
Job Hunting - hats the way to create a strategy!pptx
Absence Management - treating people fairly 241222.pptx
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Job Hunting - the key characteristics of a successful job hunter?!.pptx
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Customer Experience - don't forget the bigger picture!.pptx
Customer Experience - don't forget the bigger picture!.pptx
Incident Management - learn fast but don't get furious!.pptx
Incident Management - learn fast but don't get furious!.pptx
Client Retention - a strategy to mind the gap!.pptx
Client Retention - a strategy to mind the gap!.pptx
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Business Transformation - getting ready to scale and polish!.pptx
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Mentorship - the butcher, the baker, the candlestick maker!.pptx
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Stakeholder Management - just what the Doctor ordered!.pptx
Performance Improvement - at least we're not going backwards!.pptx
Performance Improvement - at least we're not going backwards!.pptx
Judgement & Decision-making - the joys of blissful ignorance!.pptx
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- 1. Jon Stephenson https://uk.linkedin.com/in/stephensonjon Positive Influencing – pull the other one! Pull behaviours – being collaborative and visionary by: • Exploring options – “So, let’s consider some of the different ways we could try to achieve X” • Demonstrating openness – “So, I'm open to suggestions. How do you think we should do X?” • Practising active listening – “So, you’re saying you’d be happy for us to do X, if we considered Y?” • Painting a compelling picture – “So, just imagine how great it would be, if we did X and achieved Y” • Focusing & building upon common ground – “So, we both want to improve Y; we could try doing X” Push behaviours – being directive and persuasive by: • Giving your views and opinions – “I think we should definitely go with X because it will…” • Expressing your feelings – “I’m really not keen on Y, but I'd be happy to go with X” • Stating your expectations – “I need you to do X and it must be finished by DD/MM” • Using incentives and pressures – “I'll give you Y, if you do X” or “if you don’t do X, I will…”
- 2. Jon Stephenson https://uk.linkedin.com/in/stephensonjon Positive Influencing – pull the other one! Adapt your approach according to the situation and your relationship with the person you’re trying to influence STYLE BEHAVIOUR POSITIVE IMPACT NEGATIVE IMPACT Being collaborative and visionary by: • Exploring options • Demonstrating openness • Practising active listening • Painting a compelling picture • Building upon common ground When used correctly, it should: • Achieve better outcomes (win-win) • Have a longer-lasting effect • Develop stronger relationships When used inappropriately, it may: • Take more time The user may appear: • Indecisive and lacking confidence • Over-indulgent and ingratiating Being directive and persuasive by: • Giving views and opinions • Expressing feelings • Stating expectations • Using incentives and pressures When used inappropriately, it may: • Be difficult to gain buy-in • Damage the long-term relationship The user may appear: • Overpowering and impersonal • Manipulative and coercive When used correctly, it should: • Achieve faster outcomes • Create an immediate impact