Shannon Waller's Team Success

In this episode of Team Success, host Shannon Waller is thrilled to talk with special guest Marlene Chism, an expert on workplace drama and how to handle it effectively. Their long discussion is full of great communication and listening strategies to help you have that difficult discussion you’ve been avoiding. Shannon highly recommends all senior leaders read Marlene’s latest book, From Conflict to Courage: How to Stop Avoiding and Start Leading, for more practical wisdom on managing conflict at work. Listen now to find out the three words that heal any conflict. Download Episode Transcript Show Notes: The Karpman Drama Triangle consists of three roles: Victim: Feels powerless and blames others. Persecutor: Lashes out and is hard to get along with. Rescuer: Tries to fix everything for others. Denial: Added by Marlene in the center for Avoiders who say, “I don’t do drama.” People aren’t just one thing; they cycle through each regularly. Getting out of the drama triangle means becoming a Creator. Regulation Before Resolution: Regulating your emotions before approaching conflict allows you greater clarity, empathy, and a solution-oriented mindset. Emotional Awareness And Emotional Integrity: Accept that you have negative feelings. Represent yourself and your own feelings, not anyone else’s. Responsible Language: Ask questions. Speak to the vision. Focus on the outcome you want. Avoid generalization, blame, resentment, lack of choice, and justification. Radical Listening: Acknowledge the other person’s feelings: “It sounds like … ” Similar to Chris Voss’s “Tactical Empathy.” Similar to the Collaborative Way’s “Generous Listening.” Avoid trying to come up with a solution. Avoid telling a related story about yourself. Notice your own emotions without expressing them. “Don’t argue with other people’s feelings.” —Shannon Waller The Inner Game: External conflict starts when there is internal conflict. “Drama: the obstacle to peace or prosperity.” —Marlene Chism Work on your own clarity first because “the one with clarity navigates the ship, and everyone else shovels coal.” Be self-aware without being self-obsessed. Fulcrum Point Of Change: Nothing happens until you are willing to release your resistance to change. The “story” in your head about what is happening is the source of your suffering, not the other person, not the situation. Three-part approach for leaders: Establish a foundation: Examine what’s happening that shouldn’t happen to go into conversation with intention. Achieve leadership and employee clarity: Have the conversation and come to an agreement. Maintain accountability: Follow up two weeks after conversation. Specific strategies for difficult conversations: State intentions up front to reduce anxiety and defensiveness. Keep the discussion focused on constructive outcomes. Focus on the opposite of the issue to create a positive intention. Address observed behaviors and their impact rather than making accusations or generalizations about a person’s character. Use company values and vision to guide the intentions. Share the “story” you’re telling yourself about the situation. Say, “Walk me through what your perspective is.” Ask, “What do you want?” and “Would you be willing … ?” When you get denial or defensiveness: “That may be, but here’s what I need.” Three common responses to conflict are the 3 A’s: Aggression, Avoidance, and Appeasing. Resistance is almost always based on the need to be right. Three magic words that will heal any conflict: “You were right.” The “LABOR” principles for difficult conversations: L Ask for what you want. set B Own your stuff. Represent yourself. Major organizational problems can often be traced back to conversations that should have happened but didn’t. Strategic Coach® Tools For Clarity: Use The Impact Filter™ to get your thoughts down on paper, get some emotional distance from them, and get really clear about purpose, ideal outcomes, success criteria, and so on before jumping into difficult discussions. Dan Sullivan’s tool for new hires, the 4 x 4 Casting Tool™, is included in the upcoming Ambition Series book, Casting Not Hiring, out in October 2024. This tool lets new hires know exactly what results and behaviors are expected from them, how they can exceed expectations, and what is unacceptable. “The problem is never the problem. The problem is that you don’t know how to think about the problem.”—Dan Sullivan Resources: From Conflict to Courage: How to Stop Avoiding and Start Leading by Marlene Chism marlene@marlenechism.com Marlene Chism on LinkedIn Multiplication By Subtraction by Shannon Waller Karpman Drama Triangle The Power of TED* (*The Empowerment Dynamic) by David Emerald PRINT®: Team Success Podcast episode 224, “Uncovering ‘The Why Of You,’ With Debra Levine” The Impact Filter download Your Life As A Strategy Circle by Dan Sullivan Casting Not Hiring by Dan Sullivan and Jeffrey Madoff, includes example and explanation of The 4 x 4 Casting {Available October 2024} Kolbe Unique Ability® The Gap And The Gain by Dan Sullivan with Dr. Benjamin Hardy Chris Voss, “What is Tactical Empathy? How It Can Help in Negotiations at Work” “What is the Collaborative Way®?”

In this episode, Shannon interviews IT By Design founder Sunny Kaila, who shares his inspiring journey from taxi driver to successful entrepreneur and offers insights on leveraging talent markets and expanding businesses internationally. Tune in to discover his proven strategies for multicultural collaboration, and learn how to access global talent to drive your business forward. Download Episode Transcript Show Notes: Sunny shares his story of moving from India to New Jersey at 17, working various jobs to support his family, and eventually putting himself through college to study computer engineering. His entrepreneurial journey began in 2003 when he started IT By Design, which has now grown into a global company. Sunny also discusses his book The Secret To Building Winning Global Teams, sharing insights into how his company successfully integrates global talent to provide 24/7 IT services. His tips include: The rise of remote work has created opportunities for borderless hiring, allowing businesses to tap into a global talent pool. Building a global team can lead to significant labor cost savings of 30-70%, leading to greater profitability and overall business valuation. Effective multicultural collaboration is essential for managing diverse teams and can improve both cash flow and company culture. Investing in a strong learning and development division is key to equipping team members with the necessary soft skills and cultural understanding to work remotely effectively. Transitioning from direct sales to collaborating with competitors can expand your reach and create mutually beneficial partnerships. Understanding the unique needs of different markets is crucial for tailoring your approach to team management and service delivery. Implementing a 24/7 operational model allows for continuous service and support, which is vital for technology-driven businesses. Leaders must adapt their management styles to effectively lead remote teams, focusing on communication and cultural alignment. Maintaining a balance between cost efficiency and employee well-being is essential to sustaining a positive company culture. Using innovative strategies to manage rising operational costs can help businesses remain competitive in an evolving market. Regularly assessing and adjusting your team structure can lead to improved performance and adaptability in a changing business landscape. Sharing best practices and experiences can help other leaders navigate the complexities of building and managing global teams. Resources: Book: The Secret To Building Winning Global Teams by Sunny Kaila Unique Ability® CliftonStrengths® The Impact Filter™

Shannon Waller, an expert in team dynamics and strengths-based development, dives into the power of reinforcing team strengths over fixing weaknesses. She highlights how recognizing individual capabilities can enhance engagement and investment in personal growth. Waller discusses tools like the Impact Filter to foster collaboration and positivity. By creating a trusting environment, teams can improve productivity and performance, revealing unique talents that lead to fulfilling roles and ultimately benefit the bottom line.

Shannon Waller, a specialist in strategic partnerships and productivity enhancement, shares compelling strategies for optimizing teamwork with executive assistants. She emphasizes the importance of finding the right fit using tools like DISC and CliftonStrengths. Effective communication is highlighted through the use of a communication builder to enhance collaboration. Daily check-ins boost energy and productivity, while granting access to emails and calendars allows for smoother task management. Finally, Waller underscores the power of appreciation in strengthening partnerships.

Do you feel as though you have a really talented team but that not everyone is aligned on the direction you’re going? In this episode, Shannon Waller describes how a lack of leadership can be undoing your team’s potential. By the end, you’ll learn practical strategies to ensure that everyone is on the same page, working toward a common goal. Download Episode Transcript Show Notes: Unique Ability® without a clear goal or purpose: Unique Ability® Teamwork thrives when each team member is focused on what they love to do best. However, without a clear goal, intention, or purpose, the strengths and talents of team members can go astray, or worse, sabotage the work of the overall business. This can lead to individuals pursuing their own interests rather than working toward a common goal. Over time, team members accustomed to a lack of direction may develop an entitlement attitude and resistance to being pulled back in. Impact On Team Performance: Without clear leadership and direction, Unique Ability Teamwork may result in individuals contributing their intellect but not their full commitment or passion. Projects may suffer from delays, lack of creativity, and a lack of coordination among team members, akin to a rowing team rowing out of sync. Solution: Shannon suggests a proactive approach. Leaders should: Double-check their own clarity on goals and intentions. Communicate these clearly to the team. Ensure alignment through open conversations. Using tools like The Impact Filter™ can help articulate purpose, importance, ideal outcomes, and success criteria, fostering a shared understanding and commitment among team members. The collaborative approach opens projects up to the collective intelligence, as different team members bring diverse insights and considerations to the table. Resources: The Team Success Handbook by Shannon Waller PRINT® Kolbe Radical Candor Unique Ability Teamwork Wanting What You Want by Dan Sullivan The Impact Filter

Discover how personality profiles like Kolbe and PRINT are used by Shannon Waller to understand team members, build trust, and improve teamwork. Learn how profiles provide insights into motivations and strengths, streamline hiring processes, and enhance team synergy. Dive into the power of embracing individual strengths, motivations, and complexities for achieving team success.

Shannon Waller, an expert on language and team dynamics, delves into how terminology shapes workplace culture. She discusses the implications of calling people 'staff' versus 'team members,' highlighting that the former fosters a bureaucratic mindset while the latter promotes collaboration. By shifting language, businesses can enhance engagement and unlock individual potential. Waller emphasizes that treating people as unique contributors rather than mere costs can transform team performance and create a more vibrant work environment.

Nicole Pitcher, a Strategy and Planning Support Partner, revolutionized the executive assistant role, focusing on strategic collaboration over mundane tasks. She shares insights on how shifting this paradigm empowers entrepreneurs to achieve their goals. The conversation touches on the importance of self-awareness in partnerships and effective communication strategies that enhance team dynamics. Nicole emphasizes that a strong support system can maximize productivity and help maintain a healthier work-life balance, vital for any entrepreneur's success.

Shannon Waller, an expert in leadership and team success, dives into the transformative concept of leading from 'The Gain' instead of 'The Gap.' She shares practical strategies for overcoming perfectionism and emphasizes the importance of focusing on progress to build confidence and motivation. Waller highlights how acknowledging achievements fosters a positive team environment, enhances psychological safety, and drives growth, encouraging listeners to celebrate accomplishments rather than fixating on what's lacking.

Before important client meetings, are you and your team running around handling last-minute logistics? How prepared does your team feel going into the meeting? In this episode, Shannon Waller discusses the value of bookending client meetings with clearings and debriefs to elevate the overall experience for clients and team members. Here’s the why and how of Strategic Coach’s backstage process that prepares the team for delivering exceptional front stage results. Download Episode Transcript Show Notes: Clearings Before Meetings: Positive Focus®: Starting with the Positive Focus exercise allows everyone to: Feel energized and excited by reflecting on a recent win. Get present and shift their focus from past or future distractions. Preview of the day: Providing an overview of what to expect during the day: Helps everyone get familiar with the agenda, timing, and their roles. Focuses the team on key conversations or key points to make. Setting intentions: Everyone states what they want to be true at the end of the experience, thereby creating a shared vision they’re all aligned on. Debriefs After Meetings: Reflection and sharing: Debriefs at the end of the day provide an opportunity for team members and clients to reflect on the experience, share insights, and discuss key takeaways. Continual improvement: By discussing what worked well, areas for improvement, and any insights gained, the team can continually enhance their performance and refine their approach for future meetings. Leaving on a positive note: As a final wrap-up, each person shares the value they got from the meeting. Benefits Of Clearings And Debriefs: Being present: The team has greater engagement in, participation in, and ownership of a superb client experience. Centering the results for the client: By focusing on what will allow clients to leave feeling more confident and motivated, the team can stay responsive to delivering a more personalized and impactful experience. Psychological and emotional preparation: The team is alert and responsive to client needs, ready to expand and elevate the thinking in the room. Everyone is more confident, clear, and prepared to take action to achieve the agreed upon-result for the client. Transformational experience: When the team is focused on the clients, they have the opportunity to create unexpected value for them, elevating the interaction from a transactional experience to a transformational one. Teams can incorporate clearings and debriefs with meetings, coaching sessions, workshops, or any other key client interactions to significantly enhance the overall experience for both clients and team members. At Strategic Coach®, we also have clearings and debriefs for internal team meetings so that we can continually improve our internal experience. Though the goal is to constantly improve client satisfaction, this always has to include elevating the experience for team members too. Resources: Article: “Your Business Is A Theater Production: Your Back Stage Shouldn’t Show On The Front Stage.” Free tool kit download, including The Positive Focus® EOS®: Entrepreneurial Operating System®