Excellence as a Habit

One of my favorite quotes is from the ancient Greek philosopher Aristotle who said, “We are what we repeatedly do. Excellence, therefore, is not an act, but a habit.” There is nothing like the sports, professional and amateur (like the Olympics) to illustrate his point.

These athletes have made a habit out of excellence. More specifically, they have made habits out of the very things that make excellence possible: a rigorous practice schedule, a coach who holds them to the highest of expectations - expectations that they also have for themselves. Their diets, their sleep schedules and all of the sacrifices they make in pursuit of their goals, makes excellence more than a possibility. For them, it's a reality. It's within their reach. The gold is theirs to grasp.

These athletes, at the top of their game have learned at a young age that there are no shortcuts. You have to do the work. You have to put in the effort. You have to have the focus. When you fall, you have to get back up and go at it again, and again and again.

Not everyone can be an Olympian or a professional athlete, but we all can make excellence a habit. We can set higher goals for ourselves and then do what it takes to reach them. Think of what an Olympian like effort could do for you. Maybe you'd be a better parent, maybe you'd double your sales or get that promotion. You could finish writing that book or eradicate that credit card debt. You could finally lose that weight once and for all, maybe you'd conquer your fear of heights or public speaking.

Think of how much your life could improve if you made excellence, and the activities it takes to create it, a habit.

Now, what are you waiting for?

What Matters Most

I’m a big fan of Steven Covey’s 7 Habits of Highly Effective People. My favorite habit (yes, I have a favorite!) is Habit 3: Putting First Things First. The Habits are designed to be mastered sequentially and this one comes after learning to be proactive and to begin with the ending in mind. By Habit Three, the reader is ready to start living their priorities. This is the time to bring the most important things to the forefront.

In order to put first things first, you have to have the time. What things am I talking about? Exercise, eating healthy, quality time with family, friends and the significant other, prayer and meditation, professional development, hobbies, writing the Great American Novel, these are the things that we say we value but we often put aside. Why? Most often, we simply don’t have the time … or so we say. Take a moment and look up at the banner of this blog. What does it say? LOSE THE EXCUSES! More often than not, not having time is just that, an excuse.

Covey has a simple but dramatic four quadrant square that illustrates where we are currently spending our time and how we can reallocate it to make time for the things that matter most. The quadrant tracks two concepts – urgency and importance.

Quadrant One is the Quadrant of the Procrastinator. Things in this quadrant are both urgent and important. This quadrant is where we are when we are rushing to get that report in by the deadline or stay up all night cramming for the test. It is the quadrant of car trouble, and even heart attacks.

Quadrant Two I’ll talk about last.

Quadrant Three is the Quadrant of the Yes Man. Things in this quadrant are urgent but not important. We are in this quadrant when we let interruptions (chatty co-workers,  non-urgent phone calls, immediately answering non-essential emails) take us away from what is more important. Some meetings fall into this category and things that are important and urgent to others but aren’t important to us appear here too.

Quadrant Four is the Quadrant of the Slacker. Things in this quadrant are neither urgent or important. Some time spent surfing the net, watching TV or napping is a good thing. We all need down time and relaxation. However, if you are spending too much time here, it is a problem.

Quadrant Two is the Quadrant of the Prioritizer. Things in this quadrant are not urgent but they are important. This is where we should spend more of our time. This is the quadrant of planning, relationship building, exercise, planning, and prevention. The lack of urgency sometimes makes these important tasks take a back seat to Quadrant 1.

However, spending more time in Quadrant Two reduces the amount of time we spend in the first quadrant. A little planning and time management and the adrenaline-filled rush to complete the report or the caffeine-fueled cramming session could have been avoided. A little preventive car maintenance could have eliminated the car trouble. It’s possible that making time to exercise, prepare healthy meals and visit the doctor, the heart attack might not have happened.

We can also work on spending less time in Quadrants Three and Four. Begin managing your interruptions. Hold people who drop by to a time limit. Let them know you have five minutes or so to talk and then you have to get back to work. Five minutes later, give them a better time to continue the discussion, if necessary. Use technology to your advantage. Check your Caller ID and voicemail. You don’t have to answer every phone call. Return calls when you have the time. Likewise, set a time to return emails. Use the flag feature to keep them from falling through the cracks.

It is easy to end up spending too much time in Quadrant Four. After all, time flies when you are having fun! Give yourself a set amount of time for your activity and then use a timer to reinforce that.

Make the time for the things that matter most. This is where life is lived and memories are made.

Get Back to Work!

With Labor Day weekend a full week behind us and the new school year in full swing, it's safe to say that summer is over. Unless we work for the banks or the federal government, most of us won’t get a long weekend until Thanksgiving. And that's a few months away! It’s time to get back to work.

Here are some tips I use for getting the job done.

1. Plan Your Days: I have a weekly planner. Throughout the day, I jot down upcoming tasks and place them on the day I plan to work on them. Before I leave for the day, I give my list another once over, focusing on things I need to do the next day. This goes a long way to eliminating that feeling that I’ve forgotten something or that something will fall through the cracks.

2. Set New Goals. Look at what’s on your plate and decide what you want to accomplish in the next month, three months and six months.

3. Clean It Out: There is a fascinating statistic that says 80% of the things we file, we never look at again. If you find you have some down time, spend a few minutes going through your files. If you have it electronically, you probably don’t need the paper copy. If the project ended years ago, keep a few pertinent summaries and maybe the finished product and get rid of the rest. If you are feeling really bold, tackle your electronic files. Delete what you don't need. Move old versions of reports and documents to an Archive folder and organize the rest.

4. Reestablish Your Routine: It’s not just for kids you know. Make a point to get back on track – have a consistent bed time and wake up time. Holiday splurges are over so get back into the habit of making healthier food choices.

5. Remember What You Like About Work: It might not be the job of your dreams but there must be a few good things about it. Coming back to work shouldn’t be a complete downer! Think out what you enjoy about your work: favorite co-workers, the work you do, a favorite lunch spot. Focus on what you enjoy about work and you’ll experience a lot less dread and negativity!

Buzzing like a Bee!

While sitting at your desk, you decide to ‘straighten it up.’ Afterwards, you decide to clean out your inbox and color-code your mail. Then you go to lunch. When you get back from lunch, you realize that you have a stack of documents that need to be filed, so you tackle that. Afterwards, you call your doctor’s office to make an appointment, which reminds you of a question you had about your insurance. You spend a half-hour online trying to get the answer. Now, it’s time for your staff meeting. Returning to your office, you now have a half-hour left as you prepare to work on the presentation that’s due the day after tomorrow. You throw your hands up in frustration as you wonder, where did the time go? Granted, you were ‘busy’ all day. But what did you accomplish?

Busy looks good. Had your boss walked by and seen you filing or researching on your computer, you would have appeared to be working hard. Busy feels good. You are active and you are doing something. And although it’s nice to have a clean inbox and to have your papers filed, when you look at the tasks on your plate, did any of it help?

The answer is to focus. You need to start your day with a purpose and a focus. Today, I plan to _______. By the end of the day, I will have _______. If to-do list or scribbling it on a post-it note helps, do it. Regardless, whether you write it out or just think about it, know what you will focus on and then follow-though. After you’ve accomplished your tasks, then look around for the ‘busy work’. Then and only then, after the important tasks have been accomplished, do you clean your inbox or tackle the filing.

Also, realize the role that procrastination plays in busy work. Often, we chose the easy busywork because we don’t want to do the important work. Breaking down those big important tasks into smaller more manageable ones can help you get started. In fact, you can use some busy work to reward you when you accomplish one of the smaller steps of your project.

If you are procrastinating on your project because you need information or instruction, ask. It's better if you write out or think through the questions you want to ask and then make an effort to ask them early into the project. Don't wait until a day or week before the project is due to ask the basic questions.

Don't be busy - be productive.

Striking Out at Stress!

The 'recession' is over but the effects of it still linger. Those among us lucky enough to have jobs, and especially those who have survived a lay-off, are often stuck in stressful situation. Taking on extra work due to lay-offs or hiring freezes inevitably leads to more demanding schedules and increased stress levels. Because jobs appear to be scarce and employees often have a difficult time finding other work, management, unfortunately takes advantage of employees that feel they have nowhere else to go.

As workloads increase and morale takes a nosedive dealing with workplace stress is no longer an optional task, it’s a critical requirement.Successfully managing your stress on the job involves tackling the issue on a number of fronts. Unfortunately, I’ve had some experience with this topic. So here are some suggestions that I used to make life a little easier, when the job becomes increasingly more difficult.

1. Make a List and Check It Twice (a day): Think of the things you honestly like or enjoy about your job. When I made my list it included my co-workers (well most of them), sandwiches at the café near the job, the fact that I had my own office, and my favorite topics to train on. While there were a number of things that stressed me out, focusing on the people and things that I did enjoyed helped a bit.

1. Walk It Out: Using my break times to take short walks helped immensely. The act of walking as well as getting outside and out of the office helped to immediately alleviate some stress.

1. Talk About It: Find a sympathetic ear … who will let you vent. It could be a friend or a spouse but it helps if it is not a co-worker. When you confine in a co-worker, you run the risks of your venting becoming office gossip which could quickly make a bad situation worse.

1. Drive Your Troubles Away: When leaving work, I made sure that I did not pull out of the parking lot until I had put on one of my favorite CDs. As I sang along (and okay, yes, did a little dancing), it helped me put work in perspective and keep it where it belonged … in my rearview mirror.

1. Be a Lady (or Lad) Who Lunches: Like with the walks, having a lunch I enjoyed eating gave me a nice break. It’s even better if it can be enjoyed with friendly co-workers or at a place or in an environment you like. It is a great way to break up the day.

1. Look Elsewhere: Yes, the economy is bad. Yes, jobs are hard to find … but that doesn’t mean they are impossible to find. Update your resume and start looking. Looking for other work helped me to feel that I had some control of my circumstances.

Not only did I look for other employment, I found it - leaving a very toxic situation for one that is much healthier. So while good jobs are hard to find right now, it's still possible to find one.

Ladies (and Gents!) Who Lunch

Ladies Who Lunch is a term that originated in a Broadway musical to describe well-off women who have time for long, leisurely lunches. As a professional with a busy schedule, you probably wouldn't consider yourself a lady who lunches, but you should, sort of. I'm not advocating taking a two-hour, three martini lunch in the middle of the workday but I am advocating using your lunch time and taking your breaks.

Did you know, according to a 2010 survey by Right Management and Linked In, only 47% of American workers take a lunch away from their desks? Twenty percent eat at their desk, and 13% seldom or never take a lunch break at all.

Many employers even frown on taking a lunch. It looks like you are being more productive if you are tethered to your desk all day long. But guess what? Taking a lunch and maybe even a mid-morning or afternoon break actually makes you more productive. Your body and your mind need that breather. It needs the time away for physical nourishment and mental regeneration.

I too have been victim to task master bosses who equate lunch with slacking off but I also know that I feel better and my work is better if I take a breather. On nice days, I might eat at my desk while working, but I do it so I can take a short brisk walk afterwards.My methods may be unconventional but my results can't be denied.

Even if it's just 15 minutes, make a effort to get up and have a real lunch away from your desk. For those precious few moments: enjoy your food, chat with a co-worker, read a book, thumb through a magazine, play a game on your phone or take a short walk. Do something but do it away from your desk and make sure it's not work.

Be a lady (or gentleman) who lunches!

Customer Service Training Comes Full Circle

As a trainer who's used off-the-shelf customer training curriculums, it always amazed me that the focus of customer service training dealt solely with the customer. The customer is right. The customer needs to have a good experience. The customer, customer, customer! Yet, how can a customer service professional (CSP) create a good experience for the customer if they aren't having a good experience themselves?

This is the question that led me to write The Colors of Customer Service - bringing customer service full circle by addressing the apathy, discontentment and frustration that many CSPs feel and then telling them how to address the customers concerns.

Now, I've taken the book a step further by designing a training kit to deliver The Colors of Customer Service training. The kit can be used and modified by seasoned training professionals or used by managers and others who have little to no training experience.

The kit includes:

Participant's Guide: This can be copies and binded and given to participants. It contains a Customer Service Quiz that gauges their levels of apathy, discontentment and frustration. It leads them through a series of exercised designed to increase their levels of engagement and job satisfaction.

Facilitator's Guide: This mirrors the participant guid but includes suggestions for training delivery as well as a to-do list for the training and a breakdown of topics by time so they can keep on schedule

PowerPoint Presentation: Following the order of the guides, the presentation contains slide notes that give suggestions on what to add with each slide. Electronically, there are two presentations, one with animation and another without.

Exercises: There are two exercises designed for small groups. These exercises deal with difficult personality types as well as managing change.

I am excited about the book and the training kit. The training is designed for a full traiing day (6 hours) but the beauty of the kit is that it can be broken down and customized to fit whatever scheduling challenges you might be facing.