15 Simple Tips to Write Better Today

(article shared from Bidsketch)

The written word has never been so powerful.

Whether it’s through emails, text messages, business websites, or something else, it frames many key interactions with prospects and customers.

Everyone is a writer these days. Forget the fact you might not be getting paid to do it. Chances are you still write a good deal. If you want to succeed in today’s ultra-competitive environment, it’s imperative you express your message clearly and effectively. You must be understood!

Here’s the good news: even if you dislike writing, there are plenty of practical tips you can learn to create an immediate impact on your prose. With just a little care and attention, you can apply them without too much trouble. No expensive writing courses or seminars needed.

Writing Is More of a Craft Than You Might Think1

Many people see writing as an art. Writing well is for geniuses like Hemingway and Faulkner. It’s viewed as something that can’t be learned – like height or hair color.

But the reality is writing is more of a craft than you might know. You don’t have to put in thousands of hours and become a master. If you can grasp the tools of the trade – tools all types of writers rely on – you can communicate more effectively with your leads and customers.

Here are some of the most important tips you can apply and make an immediate impact:

  1. Active Voice

This is one of the most common writing tips around. Unfortunately, it’s also one where a lot of people screw up!

Sentence structure matters. In English, we prefer active sentences instead of passive ones.

Here’s an example of a passive sentence:

The hurricane is predicted to be the largest in decades by meteorologists.

There’s nothing inherently wrong with passive sentences. They just tend to be wordy and indirect: not a great recipe to get people’s attention. A simpler active construction (which goes subject, verb, then object) is easier to understand.

Here’s the same example reworked to be active:

Meteorologists predict the hurricane will be the largest in decades.

  1. Eliminate Fluff Words1

Many writers make sentences longer than necessary because they pack in words which don’t add any real meaning. And when you factor in readers’ shrinking attention spans, words that don’t add meaning become liabilities.

Here are a few common fluff words and phrases to look out for:

  • Basically
  • Essentially
  • I might add
  • It is interesting to note
  • Just
  • Really
  • The fact that
  • Very

And now, a fluff-filled example in all of its terrible glory:

The fact that Richard, the office manager, just leaves 30 minutes early every day makes me very angry.

Here’s how you might rewrite it:

It makes me furious when Richard, the office manager, leaves 30 minutes early every day.

This variation gets the point across faster than the first. There are fewer words and chances for confusion – exactly what keeps people reading.

  1. Clarity Trumps Cleverness

It’s great for writers to have a large vocabulary as their disposal. Every word is a tool, and it’s always an awesome moment when you pull out the perfect one to convey your message.

But using big words when small words would do slows down the reader. It doesn’t make them view you as smarter; using unnecessary complex words actually makes them see you as small-minded.

If you have to choose between being clear and clever, choose clarity every time.

Here’s a short list of corporate speak words along with simpler options you could use to replace them:

  • Facilitate (help)
  • Enable (allow)
  • Disseminate (pass out)
  • Implement (do)
  • Sufficient (enough)
  • Utilize (use)

You get the idea.

  1. Avoid Weak Adjectives

Vivid descriptions separate content we love from the boring stuff. To create those descriptions, writers need a specific set of tools: adjectives.

We use adjectives all the time. That might explain why so many of them come off as flat and lifeless. How many times have you read a news article featuring a “cold winter” or a “corrupt politician”?

These weak adjectives are used so often you probably skip right over them. They don’t stand out; they’re anything but compelling. Sometimes writers make things even worse by tacking on fluff words, like “very” or “rather.”

Opting for stronger adjectives adds dramatic flair – the kind of flair that makes your content memorable.

Here are some weak adjectives and stronger alternatives:

  • Big (enormous, gigantic)
  • Cold (frigid)
  • Cute (adorable)
  • Gross (repulsive)
  • Hot (stifling)
  • Irritating (obnoxious)
  • Scary (terrifying)
  • Small (minuscule, tiny)
  1. Favor Details over Vague Language

This tip flows nicely from the last. Using specific details doesn’t just make your content more engaging; it’s also another way to avoid weak, boring adjectives.

Writers paint pictures with their words. Details make those pictures vivid in readers’ minds. A few well-chosen details are all it takes to make a reader feel like he or she is really there.

Here’s a general language example:

A long commute was one of the biggest motivators to quit my job and start my own business.

Now, here’s the same idea with specific details:

I dreaded the moment that alarm clock rang. That sound meant I would soon spend 50 minutes trapped in my car, flipping between awful radio morning shows, swerving around potholes and drivers determined to see how little space they could leave behind my bumper. All that – just to get to a job that didn’t inspire me but sapped my energy.

Which version resonates stronger with you?

How can you be more specific next time you write? Can you give any concrete examples? If so, you’ll make more of an impact than sticking to vague language.

  1. Cut Down on “To Be” Verbs

Many writers like to use variations of “to be,” a helping verb (also called an auxiliary verb). This is perfectly fine every one in a while. But if you use them too often, the result is a longer, more complex sentence structure.

Rephrasing “to be” language will help you cut out unnecessary words while still retaining meaning. Here are some examples of sentences using “to be” variations:

  • “John is running across the street.”
  • “I am wondering if the restaurant is still open.”
  • “They are the winners of the award this year.”

Here are those same sentences simplified by stripping out “to be”:

  • “John runs across across the street.”
  • “I wonder if the restaurant is still open.”
  • “They won the award this year.”
  1. Vary Your Sentence Length

Typical business writing advice urges us to always use short sentences. Bloggers are notorious for this. Use a few words. Period. Move on. Make your next point.

Short sentences are powerful. But when you pack too many of them together, the writing gets choppy. It sounds like it’s written by a machine, not a person. Readers’ eyes start to glaze over.

You can keep people interested by varying your sentence length, consciously creating a “rhythm” to your prose. Here’s an awesome example of the concept from author Gary Provost:

This sentence has five words. Here are five more words. Five-word sentences are fine. But several together become monotonous. Listen to what is happening. The writing is getting boring. The sound of it drones. It’s like a stuck record. The ear demands some variety. Now listen. I vary the sentence length, and I create music. Music. The writing sings. It has a pleasant rhythm, a lilt, a harmony. I use short sentences. And I use sentences of medium length. And sometimes when I am certain the reader is rested, I will engage him with a sentence of considerable length, a sentence that burns with energy and builds with all the impetus of a crescendo, the roll of the drums, the crash of the cymbals – sounds that say listen to this, it is important.

  1. Read It Out Loud

Editing is what makes writing truly shine. Too many of us skip one of the most important steps; we don’t read our text out loud.

Often, sentences that look good on paper unravel when you read them. So give this tip a try. Find anything difficult to get through? Places where you stumble?

Those obstacles are the perfect opportunities for revision.

  1. Delete “That”

When editing your writing, you could do far worse than hitting Control-F and scrapping “that” every time it shows up.

This tip isn’t a commandment. In some situations, you need to keep “that” for a sentence to still make sense. But 95 percent of the time it’s just a filler word. Get rid of it, and strengthen your prose.

Here are a few before and after examples:

  • “I forgot that the gym is closed today.”
  • “This is the best book that I have ever read.”
  • “I know that you’re busy.”

Now, with “that” removed:

  • “I forgot the gym is closed today.”
  • “This is the best book I have ever read.”
  • “I know you’re busy.”
  1. Delete “In Order To”

Here’s another filler that muddies up sentences and slows down readers. There’s always an easy way to rewrite it to make the sentence shorter and more powerful.

Here are a few examples:

  • “You have to work hard in order to succeed.”
  • “Get there early in order to find a good seat.”

Here are the revised versions:

  • “You have to work hard to succeed.”
  • “Get there early to find a good seat.”

You cut the unnecessary word without losing the meaning.

  1. Avoid Wishy-Washy Phrases

Some writers pepper in tons of filler phrases without even realizing it. Maybe they’re trying to be polite or not offend any of their readers. But what they’re actually doing is weakening their content.

Here are a few wishy-washy phrases that crop up over and over again:

  • A bit
  • I believe that
  • I feel that
  • I think
  • It’s my opinion
  • Sort of

Most of the time you can delete these without thinking twice.

  • “I feel that this is a great plan” becomes “This is a great plan”
  • “I believe that this sort of needs some improvement” becomes “This needs some improvement”

The result: crisper, more powerful prose.

  1. Trim the Fat (Edit) Ruthlessly

Many of us make great points in our writing, but they’re hard to find. Busy readers can’t get past the filler language, unnecessary repetition, and rambling to dig out the gems.

The more you can edit these out of the end product, the easier it becomes to communicate (and persuade) effectively. It’s time to get ruthless. Trim all the fat; don’t force readers to slog through it.

Here are a few before and after examples:

  • “I really have nothing to say at all today.”
  • “The unsolved mystery is preventing the town from reverting back to normal.”
  • “I was confused by the plot of the movie.”

Now, the fat-free versions!

  • “I have nothing to say today.”
  • “The mystery keeps the town from returning to normal.”
  • “The movie’s plot confused me.”
  1. Don’t Overuse Adverbs

Stephen King says the road to hell is paved with adverbs. These words (which usually end in “-ly”), are used to describe when, where, why, or under what conditions something happens.

Adverbs are fine every once in a while. But overusing them is a symptom of lazy writing. In many cases, writers can eliminate them by choosing more precise language.

Here are a few examples with the adverbs in bold:

  • “The sun set slowly over the horizon.”
  • “He closed the door firmly.”
  • “She walked slowly toward the poorly-maintained house.”

And here they are revised to slash the adverbs:

  • “The sun set over the horizon.” (adding “slowly” doesn’t do anything for the sentence.)
  • “He slammed the door.” (chose a stronger verb)
  • “She trudged toward the dilapidated house.” (chose stronger verb and adjective)

Sometimes you’ll be able to just scrap the adverb without changing the sentence’s meaning. Other times you can avoid them by choosing stronger, more precise language.

  1. Avoid Cliches (Like the Plague!)

Hopefully the irony in that heading made you smile.

Cliches are comfortable – so comfortable that whenever you use them you never have to wonder if you’re being understood. Readers everywhere are familiar with them. But, because they see them everywhere, they gloss right over them.

Have you read something lately with any of these phrases?

  • “By hook or crook”
  • “Calm before the storm”
  • “Content is king”
  • “Head and shoulders above”
  • “Hook, line, and sinker”
  • “In the same boat”
  • “Stick out like a sore thumb”
  • “The money is in the list”
  • “Writing on the wall”

I bet you have! It’s so easy for these to slip into our writing. They’re nice stand-ins for when you can’t think of something more creative to say.

If you make the effort to avoid cliches and come up with your own vivid metaphors, you’ll develop a distinctive voice. Your content becomes more compelling. And you set yourself apart as someone worth paying attention to – someone with original thoughts.

  1. Re-Frame the Negative into The Positive

Affirmative sentences tend to be clearer than negative ones. While the meaning of both versions is the same, you can’t afford to bog down readers with a poor delivery. Things get especially confusing when you use more than one negative in the same sentence.

Here are a few examples to see what I mean by a negative sentence:

  • Don’t keep taking the medicine unless dizziness doesn’t stop within three hours.”
  • Not many people can swim a mile.”
  • “The committee did not consider the facts.”

You can rewrite these sentences in the affirmative to add clarity:

  • “Stop taking the medicine unless dizziness continues for more than three hours.”
  • “Few people can swim a mile.”
  • “The committee ignored the facts.”

There’s no obligation to rewrite every single phrase. Sometimes the meaning is clear enough, and changing it to an affirmative would complicate things. The main thing here is to always be aware how you’re framing your message. In most cases, affirmative statements are a simpler choice.

Over to You

You don’t have to be Maya Angelou to write in a way that engages and persuades. Applying the tips above is straightforward. The impact on your business communications is immediate. Even if you just pick a few of them, you’ll be paying attention to things that many writers overlook. Readers will take notice.

What’s the best writing tip you’ve ever heard? Why? Leave a comment below and let us know!

About Corey Pemberton – Corey Pemberton is a freelance copywriter and blogger who helps small businesses and software startups get more traffic and conversions online. You can find him on his website or follow him on Twitter.

 

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2016 Social Media Glossary of Terms

226 Essential Social Media Definitions

By Dara Fontein

A lot can change in a year, especially in the world of social media. It can be difficult to keep up with all of the terms and slang used with the introduction of new technologies and platforms, so we decided it was time to update our Social Media Glossary. Like previous editions of the glossary, this is a living document that will continue to grow as we add more terms and expand our definitions.

This Glossary is produced annually by Hootsuite and it’s a handy tool for those who use social media.

See the Glossary

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Getting Over the Hump of “Hump Day”

It’s Wednesday, and we all know what that means. While you might have breezed through Monday and Tuesday, somehow Wednesday just seems to be the day that goes by a little slower. Over the last few years, Wednesday has been rebranded as “Hump Day”. We can all relate to “Hump Day Wednesdays” as it seems to be the general consensus that come this midweek point, we all could use a pick me up.

For many people Wednesday combines the issues of Monday and Tuesday along with the prospect that Friday evening is still pretty far off. Below are 5 tips to help make hump day a little easier:

1. Try and get the hardest jobs completed before Wednesday, if possible

Typically on Mondays, we make a mental list of to-dos for the week ahead. As the week progresses, we tend to push the most dreaded tasks back. By the time Wednesday comes around, you realise you have to get it done but time is quickly running out. Instead, get these tasks done as early in the week as possible. This way, you won’t be spending the rest of the week worrying about it and can have a stress free “Hump Day”.

 2. Change your scenery

With flexible working, you can enjoy an extended 2 hour lunch break and what better day to take advantage of this then on “Hump Day”. Do something different to make your Wednesday more fun. Meet friends for lunch, get some errands done and dusted or simply relax and enjoy your time outside of the office. You could also spend your long lunch catching up on your favourite TV show or get pampered, I wouldn’t say no to a mani-pedi on a Wednesday 🙂

3. Work it out, literally

Hit the gym before or after work on a Wednesday. With flexible working, you could even fit in a gym class or workout during your long lunch break. This will make you feel better and give you more energy so it is worth doing. Plus, you will have burned some calories so don’t feel guilty about grabbing a little hump day snack to keep you going.

4. Have something to look forward to

Make plans with family or friends for a Wednesday evening so you have something fun to look forward to after work or get planning for the weekend. If your company has a social club, take 30 minutes on a Wednesday to think of some exciting suggestions and plan the next one for a Wednesday evening to help “Hump Day” go by faster. At Softworks, we have a social club and there are always fun things happening. We took a trip to Brugesfor a weekend, attended Shelbourne Park Greyhound Stadium for dinner and a race night, went to Tayto Parkand visited Johnnie Foxes – for all of our customers in the UKCanada and U.S., this is one of Ireland’s oldest, most famous and highest pubs in the country. There is always something fun and exciting to look forward to at Softworks 🙂

5. Be positive

Don’t think of Wednesday as being a negative day. Instead, be positive and treat it just like any other day of the week. If you dread “Hump Day” then it becomes a weekly thing, as another Wednesday will come around and you will be faced with the same problem. If you learn to utilise your time efficiently, follow our tips and find the motivation to continue working, you will fly through “Hump Day”.

Keep up to date with Softworks by following us on FacebookTwitterLinkedIn and Pinterest.

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What does Bill 132 (Sexual Violence and Harassment Action Plan Act) mean to you and your workplace?

One in four women and one in ten men say they have experienced some form of sexual harassment in the workplace. Of the reported cases of workplace sexual harassment, 55% were committed by co-workers; 39% of which involved a supervisor or manager. 8% of those who are sexually harassed at work report the harassment.

Recently there have been some changes made to Bill 168 – Violence in the Workplace, which gives employers’ statutory obligations. Bill 132, Sexual Violence and Harassment Action Plan Act, which received royal assent on March 8, 2016, requires all employers to have policies and programs including an investigation procedure. The essential changes brought by Bill 132 include: an employer is required to create a workplace harassment program; the program must include reporting and investigating tools for incidents of workplace harassment and violence; the employers must ensure that all complaints are investigated, and investigations are completed in a timely fashion and a new power to the Ministry of Labour (MOL) to order an independent workplace harassment investigation at the employer’s expense.

September 8, 2016, now looms for companies as the date for compliance with Bill 132. The amendments stand to change dramatically how workplace harassment is addressed in Ontario. The new OHSA obligations and expectations have been set and are accompanied by expanded government oversight. Harassment in the workplace is already a challenging issue that could engage multiple forums, with complaints possibly being advanced through a grievance, civil claim, complaint under the Human Rights Code, and, depending on the severity of the conduct, the criminal justice system.

Also, and particularly, the Bill amends the OHSA to require an employer to conduct an investigation of a workplace harassment complaint that is “appropriate in the circumstances.” The phrase “appropriate in the circumstances” is not defined. Further, the Ministry of Labour has not published any guidance material to communicate what factors will be considered by inspectors when determining whether an investigation meets this standard. Assuming that the inspectors could be evaluating investigations against expected best practices which would include such things as an impartial investigator, a collection of all relevant information, and procedural fairness to the alleged harasser could create challenges for employers as the appropriateness of an investigation may be evaluated in hindsight.

Consequences of flawed investigations would impair or prejudice the employer’s ability to establish just cause for termination or discipline. There would also be an issue of due diligence under the OHSA and Human Rights Code. Consequences would include aggravated, punitive or Code damages; penalties from the Ministry of Labour under the OHSA and reinstatement in unionized workplaces. Some of the critical mistakes some employers are making include: failing to act at all; taking the complaint seriously; failure to train investigators; inability to plan, improper or inadequate files; and retention of evidence.

Many situations happening in the workplace may prompt the necessity for an investigation, such as allegations of discrimination or harassment, workplace bullying, inappropriate use of the internet or social media, policy breaches, or statutory violations. Often, employers attempt to resolve minor issues informally through discussions with the employees involved. When the allegations are more serious, employers may depend on managers to conduct internal investigations. However, in many situations, having an organization deal directly with the problem is not necessarily the best approach – informal discussions may rapidly collapse, and basic investigative steps may be overlooked by inexperienced managers, making matters worse. A vital skill for any employer is identifying when a formal investigation by an external investigator is appropriate.

Note: meeting the requirements of Bill 132 could lead to mistakes that can be costly to your organization.

Be prepared. Be proactive.

Contact Monika Jensen, Principal Aviary Group at [email protected]  or (905) 683-9953 if you need a complaint investigated or mediated.

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A Healthy Workplace Is a Happy Workplace

With Ireland’s second National Workplace Wellbeing Day approaching on Friday, April 8, we thought it was the perfect time to highlight the best practices to ensure your workplace stays healthy and happy. The National Workplace Wellbeing Day will help to improve employee health through promoting better physical activity and nutrition in the workplace.

Ireland’s workforce wants to get healthier and they believe their employers can play a role in helping them.Behaviour & Attitudes examined how healthy Ireland’s workforce is and their nationwide research found that:

  • Two thirds (65%) of employees who participated in the nationwide survey recognise their need to consume healthier food and drink.
  • Just 15 percent said their employers provide healthy food choices in company canteens or vending machines.
  • Only one third of employees take the recommended weekly level of exercise for a healthy lifestyle.
  • Four in ten office bound workers say they are not physically active at all during their working day.

Dr Muireann Cullen of the Nutrition & Health Foundation says: “A healthier workforce is in everyone’s interest. Four out of five employees believe there is a positive link between their health and wellbeing and their company’s productivity.”

Our Top Tips for a Healthier Workplace

1. Encourage employees to incorporate healthy activities into their workday

This can easily be incorporated by introducing flexible working in to your business (if you have not already done so!) With flexible working, employees can have more time to attend the gym or go for a walk/run before they even start work or have the ability to take a longer lunch break to fit in some exercise. They will also have the option to finish before rush hour and hit the gym when it is not overcrowded.

2. Ask employees’ for feedback

Conduct an employee survey or questionnaire and find out how employees think the business can improve health. Take all the suggestions on board, even if it doesn’t work it will show employees that their suggestions are being taken on board and in return help increase engagement.

3. Start a (healthy) breakfast club

Once a week or month, start a healthy breakfast club where people bring in food to share with the office that isn’t cake-related. Think actual fresh fruit, homemade scones, smoothies, porridge with fruit/nuts – the list is endless! Nominate yourself to be one of the first to bring breakfast and set the tone.

4. Cleanse the kitchen

If your business has an open kitchen, cafeteria or vending machines, make healthy options more available and remove the junk food. Ask employees what healthy food/drinks they would like to see more of in the kitchen.

5. Invite employees to share their success

Encourage employees to share health-related efforts and success with others. If an employee is taking part in a 5/10K run, ask them to send updates to other employees and ask if anyone would like to take part with them. If your business has an internal newsletter or a newsletter/blog for customers, share the success especially if it is for a charity. This might encourage other employees to share their stories or take part in more activities.

6. Set up a sports team

Encourage health and fitness by setting up a football, tennis, or tag rugby team within your company. Team members can train during the week and take part in matches, weekends away and social activities associated with the particular sport. This can be highlighted on your website and newsletter which will also demonstrate your businesses importance of working together as a team and help increase employee engagement.

Other tips to take on board:

  • Take the stairs instead of lifts/escalators
  • If possible, cycle to work even 2 – 3 days a week
  • Bring your own lunch and snacks
  • Make sure you have a healthy breakfast – make use of flexitime by having a protein filled breakfast to keep you full of energy throughout the morning

Does your company do anything to promote health and fitness in the workplace? If so, let us know, we would love to hear from you!

Want to find out more about Softworks? Watch our Video  or contact us today for a free demo.

Stay up to date by following Softworks on LinkedInFacebookTwitter and Pinterest.

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Embracing Civility for a More Satisfying WorkPlace

Complaints of harassment, discrimination, bullying and now violence and disrespectful workplaces have become a standard concern for managers and Human Resources specialist. As we cope with the many arising situations, I have found the word incivility is becoming frequently used. So what does incivility mean? To define it, let’s look at how the Institute of Civility describes it. Civility is about more than merely being polite. Civility requires a profound self-awareness being characterized by true respect for others. Civility involves the tremendous hard work of remaining present even with those with whom we have inherent and perhaps fierce differences. It is about continuously being open to hearing, to learning, to teaching and to changing. It pursues mutual ground as a start point for discussions when differences may occur, while at the same time be aware that differences are heartening. It is persistence, grace, and strength of character.

Recently research has expanded our practical understanding of incivility by identifying behaviours which employees have deemed disrespectful. The most frequently occurring forms include: neglecting to turn off cell phones; talking behind someone’s back; doubting someone’s judgement, using demeaning or disparaging language, gestures or behaviours; communicating with the intent to belittle or degrade, eye rolling, giving the silent treatment and using sarcasm; gossip and slander; paying no attention or ignoring someone; taking credit for someone else’s work or ideas; intimidation by intentionally using fear to manipulate others. It may also include yelling, invading personal space, throwing things, slamming things and losing one’s temper; and sabotaging by setting someone up to fail or intentionally creating a situation to make another person look foolish or incompetent. Also may include hate-ism by deliberately pointing at a victim based on age, gender, race or sexual orientation are instances of profiling because of an “ism.”

Many examples include blaming others rather than accepting responsibility; checking email or texting during a meeting; using email to send a difficult message to avoid facing the person, which may be misunderstood and misinterpreted; not saying “please” or “thank you”; not listening and talking over or down to someone.
The cost of incivility is high. It is not only about money! There is research to support impacts on performance through lost time and absenteeism, lack of creativity, less helpfulness and less likely to assist another employee. The impact of teams is on the level of energy, emotional engagement, and performance. The conduct reaches into our physical health; impacts our customers and commitment to the organization and willingness of employees to stay with their companies. All affecting the bottom line of productivity.
So how do we address these issues? I would like to explore some recommendations for your consideration. It starts with us as individuals. Managing ourselves. How? If you throw a ball at the wall…it comes back. It works with people too. If you are, mean…it comes back! People will be mean to you.

How can you be kind and patient all the time when life is so stressful—and just plain hard? You do it by embracing civility! Civility requires self-awareness.

With self-awareness you can:
 Control your attitude
 Manage your moods
 Choose behaviours that do not negatively impact your life or disrupt those around you

Can you…
 Feel and express annoyance, irritation or frustration without hurting others— and then let it go?
 Accept and even appreciate that other people have needs and opinions which are different from your own?
 Encourage and enjoy the successes of others?
 Recognize when someone else feels irritated, upset or frustrated and keep yourself from reacting impulsively in response?

As leaders, we need to model. The Russian novelist, Leo Tolstoy wrote: “Everyone thinks of changing the world, but no one thinks of changing themselves.” Employees look to leaders for guidance and someone to aspire too. What are they seeing? Watch your language and put away your smartphones when engaging with your staff. Be mindful of the perils of emails and other electronic communication. Pick up the phone or set up a face to face meeting instead. Take immediate and corrective action when warranted. Rude and disrespectful behaviours emerge quickly and sometimes without warning. As the leader, you need to respond at the moment. By delaying a reaction or action, it sends out mixed messages to the offender as well as the entire team. Take all complaints seriously, realizing that coming forward by the individual is difficult, and they need to know they are supported.

We attend seminars and workshop on harassment prevention, Creating Respectful Workplace and Violence in the Workplace. I have put together a workshop on “How Embracing Civility can Create More Satisfying Work Environments”. The agenda is:
• Why Civility Matters
• It Starts with You!
• Do What You Say and Say What You Mean
• Good Fences Make Great Neighbours
• Working in the Salad Bowl
• Eliminate Gossip and Bullying
• You Can’t Always Get What You Want
• Taking It to the Extreme
• Paving the Path to Civility

Contact Monika Jensen, Principal, Aviary Group, at [email protected]  if you are interested.

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Reactionary vs Strategic Leadership Development

Your problem is not your problem, your problem is a culture that creates your problem.

I often get calls from potential clients to conduct a workshop on a particular topic to address a problem or issue they are presently dealing with. I call this reactionary development rather than strategic development. This happens when organizations react to a problem by looking for a one or two day training solution to fix it. As much as I like to work I always tell them the same thing, “there is no magic bullet workshop that is going to fix the problem, it takes a long-term strategic process in most cases.” The root of most issues is an unhealthy culture and ill-equipped leadership. To fix the problem, focus on the culture, and culture change takes time, a minimum of three years.

Why is this? Because most problems being dealt with in the majority of organizations are related to the lack of competent managers and intentional culture development. Just because someone is really good at their job, which is why they get the promotion, doesn’t mean they will make a great manager. People are promoted into management positions because of their superior technical skills and often demoted or fired because of their lack of interpersonal and emotional intelligence skills. Most organizations promote people to their level of incompetence then leave them there or get rid of them.

Gallop just released research indicating 80% of people in management positions are not prepared to be there. The time to prepare for the issues any organization will face is before they happen. There are key competencies that every manager needs in order to provide effective leadership, improve engagement, performance and create an engaging culture.

C.O.R.E. Leadership Academy 

C.O.R.E. Leadership Academy provides a long-term strategy with quarterly training opportunities focused on developing competent managers and supervisors and creating healthy cultures.

Why quarterly training? It takes approx. 66 days to form new habits, and research confirms learning is more effective when people focus on one topic or skill at a time. For that reason C.O.R.E.  Leadership Academy (CLA) provides quarterly training opportunities using 70-20-10 personal development process to apply what is learned. By providing quarterly development opportunities specific skills are built upon each quarter, or a theme can be the focus for an entire year.

C.O.R.E. – Of central importance; the basic and most important or essential part of anything

CLA Philosophy – focusing on key strengths leaders, managers and supervisors need to become competent provides the greatest potential for personal and organizational success.

CLA’s primary focus is the development of…

C – Competent Managers

O – Organizational Culture

R – Relationship Management

E – Efficient Workforce Strategies

For a free consultation on bringing CLA to your organization email [email protected] or call (705) 607-1058

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19th Annual Customer Service Conference May 11-13, 2016

30% Savings for Public and Not-For-Profit SectorCSPN Logo Full v1

Each year, Customer Service Professional’s Network (www.myCSPN.com) hosts a conference for customer service professionals.  Conference delegates include leaders from municipalities, various levels of government and corporations.  Join us to expand your knowledge in sessions presented by experts in the field, meet with exhibitors and to share stories on how to create a great customer experience.

The 2016 conference will be held at the Mississauga Convention Centre.

Cocktail Reception sponsored by Interactive Intelligence, May 12, at 5:00 pm

This year we have 25 dynamic speakers, including Michelle Musgrave, Director of Housing Operations with the Regional Municipality of York,  Jason Mclaughlin, Manager of Customer Interaction with Municipal Property Assessment Corporation (MPAC), and David Pitsch, Director of the Guest Education Centre with Lululemon Athletica.

In addition to our amazing lineup of speakers, May 11th boasts two contact centre tours – DHL Express Canada and The Shopping Channel. Join us as we interact with key personnel throughout the hosting contact centres and share best practices with peers. Space is limited – reserve your spot during registration!

Join us to learn more about:

  • Delivering the Brand Experience through your Employees
  • Moving from Transactional to Relational Environment
  • How to Motivate and Empower Employees to Deliver an Ultimate Customer Experience
  • Personal Effectiveness for Corporate Performance
  • The Challenge of Change
  • Separating yourself from the Competition by Increasing Employee Loyalty

This conference is sold out every year, so hurry and register for your 30% discount, because we do not want you to miss out.  We promise you will learn, discover, and glean new insights! 

The early bird registration deadline is March 7, 2016. 

For more information, please contact us; 905-477-5544 or [email protected]

Visit the Conference Website:  www.AmazeYourCustomer.com  

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The Progression of the Social Media Learning Curve

Computer cables

 

We’ve All Been There and Done It!

As entrepreneurs we’ve all fallen into the trap of the initial excitement of using social media. Wow, what a great tool!

I never wanted to make any silly mistakes using it but I have inevitably done so as I’ve progressed along the social media learning curve.

For instance, when I first went on LinkedIn I would search out my targets and randomly send out invitations to connect. That was before I realized that was a really “un-cool” thing to do – and it could be seen as “spam” and potentially damage your professional reputation on the platform. Come on – you know you’re out there and you’ve done the exact same thing!

In my defence, I honestly thought you were supposed to connect with folks you don’t know who have similar interests, in order to broaden your network. I have since learned that you’re only supposed to send invitations to folks you know and then build your followers from there. In most cases people were very accommodating and polite about accepting my random invitations.  I thank them for that and for their understanding with my lack of knowledge on proper social media etiquette.

There just seems to be so many rules with social media and they differ on each social media platform. Some platforms call your network “friends”, some “followers” and still others “communities” or “circles”. For instance, I’ve been told, (and I may stand to be corrected here), that you use the @ in front of a name (person/company name) and the # (or hashtag) ahead of a topic (i.e. #municipality, #consultant, etc.). While I’m definitely not an expert on any of the platforms, I am making a conscious effort to learn them and play by the rules – honest.

From there, I progressed to setting up accounts in every social media platform I could find – because that’s what all the “social media experts” say you should do. But I quickly learned that some are not suitable for my business. (i.e. muniSERV being on Pinterest just makes no sense at all)

While perusing the variety of social media platforms, I also started to sign up for all these free “something or other” white papers written by experts, who as we all know are really just businesses mining for your email address.  Now, I don’t want to lump them all together because some of these free e-books, etc. have actually been very interesting and quite helpful – but the volume of marketing emails I started to receive after the downloads increased dramatically.

Another hook that got me was when I registered for a referral key platform that one of my valued contacts sent me. It really did sound like a great thing, but it emailed all my contacts and told them I had work for them and I wanted to refer them – What??? I had some explaining to do to clarify to my highly respected and valued contacts that unfortunately, I did not have work or a referral for them. I probably didn’t uncheck something I was supposed to when I set it up but at any rate, that was an embarrassing lesson!

My volume of emails continued to increase consuming more of my time every day. But I was drawn to reading through them though so I didn’t miss out on the next newest information about social media advancements or tips.

That’s when I started becoming overwhelmed. I had finally had enough. That’s when I took back control.

I hired someone to train me on the various social media platforms so I could protect my professional image on social media. Then I went through my emails and started unsubscribing to a bunch of them. Most of them were repetitive anyways (i.e. how to market on social media, how to improve your sales, blah, blah, etc.) I kept some I thought were of value and that I still enjoy reading, but I probably eliminated 80% of them.

Now, I glance quickly at offers and webinar invites. I’ve become like everyone else – very selective. If it doesn’t grab my attention in a couple of seconds, it’s deleted – and if they continue to bug me too much, I unsubscribe.

Sure I still set aside time for social media because, even though I jest, it is an integral part of your business and it is the way of the future. But at least I now feel much more in control of my valuable time.  

If this all sounds too familiar, take comfort. We’ve all been there – we’ve all done embarrassing things with social media and we all need to work our way through the progression of the social media learning curve. Always remember – you can still be in control even when it feels like you’ve lost it!

Susan Shannon is the Principal of muniSERV.ca.  She strengthens and engages municipalities across Canada by connecting them to the right professional.  Helping Municipalities & Professionals Connect!

Susan can be reached at [email protected] or toll free at 855.477.5095

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Skip the Jargon: Use Plain Language

Skip the Jargon: Use Plain Language

By Dr. Sandra Folk

Have you ever had a conversation with a person who made a comment that made perfect sense to him, yet mystified you. I recently experienced this kind of confusion during a conversation I had with a business colleague, who talked about his “financial footprint.” Actually, I was too embarrassed to ask what a “financial footprint” was.  All I could envision in my mind’s eye was the outline of a shoe in the sand or even the mud, covered with dollar signs instead of the usual tread marks.

I really wasn’t sure what exactly he meant by this expression. Were his finances like footprints in the sand, likely to disappear when the next wave came along? Was he leaving too much money behind? Was he leaving too little money? Maybe you know what he was thinking, and could enlighten me!

But this conversation got me thinking about other commonly used business expressions that make me uneasy. Rather than clarify meaning, these phrases obscure it.

Here’s another expression that I hear frequently that turns me off: “reaching out.”  When a person in business whom I contact by phone says to me, “Thanks for reaching out,” my imagination runs wild.  I envision myself, at that very moment, “reaching out” to save this person standing on a precipice, from a nasty fall. Thank goodness I called just in time. So I ask, does “thanks for reaching out” simply mean “thanks for calling”? Or is there some deeper, more complex level of meaning that eludes me?

These days, business conversations are filled with expressions of this sort.  Here are some examples:

On a go forward basis
Talk offline
Engagement process
Action a different outcome
Leverage our industry-leading relationships

Do you know what these expressions mean? Some, I can guess at. “Engagement process,” has nothing to do with weddings, for example. And “action a different outcome” probably translates as “create a different result.” Or does it? With such imprecise language, it’s really difficult to know. Here are a few tips to help you improve your “professional-relationships” by using direct, clear language.

The Language Lab’s key to plain language

Choose action-oriented verbs: These are verbs that convey a specific meeting. Action-oriented verbs are important when building a resume, but they’re also needed in your daily business communications.

Avoid vague nouns: Vague nouns lead to unnecessarily complex sentences. Here are a few examples of the kinds of nouns not to use. http://writing.wisc.edu/Handbook/CCS_vaguenouns.html

Avoid additional verbs: Why say, “My manager conducted an investigation into why we like to use jargon” when you could say, “My manager investigated why we like to use jargon.”

Choose the simple word: If you have the option to use a simple word rather than a complicated word, choose the simple word. People are more likely to understand you. (Or as the old joke goes, “eschew obfuscation.”)  http://en.wikipedia.org/wiki/Obfuscation#.22Eschew_obfuscation.22

Be direct: Why say, “We will endeavor to engage your team in the new online project” when you could say, “we hope to work with you on your website.”

Ultimately, the best way to communicate clearly is to keep language direct and simple. When in doubt, ask yourself,  “Is that word necessary?” You may find the response you get from using clear, direct language is better than the response to jargon-laden phrases. In other words, you will have “actioned a different outcome”!

Sandra Folk is founder of the Language Lab, an organization that teaches executives and their employees how to write and present targeted, efficient communications.  She can be reached at [email protected].

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