Help your Staff Become H.E.R.O.s
Nine Humane and Effective Response Options™
You have worked with people who had a natural talent and likeability. They could get people to smile, and get the job done. In fact, if you could have 10 or 20 of those people, instead of just 1 or 2, you would have tremendous success! Well, HEROs are made – not born – and here are 9 ways to make more:
1. Connect Early and Often instead of short, sharp & severe.
You have an enormous influence over how you get treated; you can set the stage for your relationship. Begin with a warm and sincere greeting; this sets the tone for your time together. Going out of your way to greet people also gives you a sense of how the other person is doing – well or poorly - before your interaction really starts.
2. Assess Constantly instead of “just ignore it and it will go away.”
Sometimes we all get distracted and make decisions without knowing what is really happening. Pay full attention to what is going on around you. Sweep the area with your brain engaged, so you can discover what’s different - and what’s important.
3. Generate Cooperation instead of forcing confrontation.
Creating conflict is easy; all you have to do is insist that everyone do everything your way every time. Instead, try to build your relationship on the places where you can agree; then look for small cooperative steps in the other places. Look at the situation from the other person’s perspective before you insist on your own. You might even take a different tack!
4. Always Make it Safer instead of jumping in hands first.
When things start to go too fast, they can spiral out of control before you know it. Slow down. Take a deep breath. Look around. Talk first - and make the next moment safer –physically and emotionally – for everyone.
5. Offer Choices instead of making demands.
Trying to control every aspect of life makes your life impossible. Let others control themselves whenever possible. Instead of forcing people down a path of your choosing, guide them to the roads that lead to their success.
6. Listen Often instead of lecturing frequently.
Have you ever solved the wrong problem? When you allow others to speak, and you really listen, you show respect, gain knowledge, and often help them solve their own problems. That makes your life much easier!
7. Find a Yes instead of an automatic no.
When saying “No!” is an unconsidered reaction, especially to a reasonable request, you will get some extraordinarily negative reactions in return. Stop and consider how you can provide an environment where things can happen – this is what moves people forward.
8. Be Professionally Persistent instead of arguing.
Did you ever find yourself arguing pointlessly with someone? Did it make the situation better – or worse? People often need help finding the right direction. Staying professional, calm and polite can help you prevent the situation from spiraling out of control. Every time you prevent an argument, there is a chance something good can happen!
9. Be A HERO instead of just being a body.
How can you make a difference even when you are not there? Use your time together to the fullest. Engaged, influential and invested people have a positive, powerful – and lifelong – impact.
