Get Your Free Career Plan Template
You get:
--> The career plan we use every day in our professional career coaching sessions
--> Free Email Updates
--> Priority Coaching Videos
--> Complimentary Coaching Sessions
Simply Enter Email Below:

Free Career Plan Template
Step back and have a neutral look at your business / career
Chapter 10
p.7
I deal with so many customers and products. How do I know which is the best? How can I find out where I can get the best returns?
Don’t make the mistake of thinking that all your products and customers are necessarily profitable and “good business”. From time to time it is essential to step back and have a realistic and neutral look at your business.
The diagram below is an example of a “Kanthal Curve”. See it as a tool that can help you to view your business and career from a distance.
It will enable you to answer questions like:
Are my bigger customers really my better customers?
What will be the effect if I spend the same effort onother customers?
Am I really optimizing my resources?
How does cost and activity compare?
But I don’t know how to draw a curve like that! What do I need and where do I start in order to do this?
Before you can plot a Kanthal Curve for your business, you have to analyze your business and obtain realistic and adequate information.
Just follow the steps on the following page…
STEP 1: Write down all the costs
In the case of a salesperson, costs will include the following:
Your full package translated into an hourly rate.
Costs of all who make a contribution to your sales effort: Sales coordinator, team leader, team, admin, etc.
List infrastructure costs that relate to you which are not included in your
hourly tariff.
Any other costs.
STEP 2: List your Top Ten in terms of sales for each of the following:
Products
Suppliers
Customers
STEP 3: Split all the cost elements per customer, allocating as best you can.
Be as honest as you can, otherwise you’ll simply engineer the results you want! Beware of foregone conclusions.
Total
Customer 1 Customer 2 Customer 3
A
Sales
B
Gross Profit
C
Own time x package
D
Other time x cost
E
Infrastructure cost
F
Other costs
G Total cost
(C+D+E+F)
Nett profit
(B-G)
STEP 4: Repeat for products, services, suppliers, etc.
(Use the same method as above)
STEP 5: Plot the curve, starting with the customer
(or product, service or supplier yielding the most net profit and ending with the least profitable.)
Your Kanthal Curve gives you a clear picture of the business performance of your customers, products, services, suppliers, etc.
Now you can analyze good business/bad business…
Analysis of good business / bad business:
Start with your worst performers.
Why keep them?
What areas of improvement can you identify?
Discuss with your customer if he is part of the solution
(eg. pay for service calls, change buying patterns, etc.)
Develop SMART action plans and implement.
Remember that the answers are never in the obvious.

Step back and have a neutral look at your business / career

Chapter 10 p.7

w&t_question

I Ask

I deal with so many customers and products. How do I know which is the best? How can I find out where I can get the best returns?

w&t_exclamation

I Answer

Don’t make the mistake of thinking that all your products and customers are necessarily profitable and “good business”. From time to time it is essential to step back and have a realistic and neutral look at your business.

The diagram below is an example of a Kanthal Curve. See it as a tool that can help you to view your business and career from a distance.

It will enable you to answer questions like:

  • Are my bigger customers really my better customers?
  • What will be the effect if I spend the same effort on other customers?
  • Am I really optimizing my resources?
  • How does cost and activity compare?

w&t_ch10_j_the_kanthal_curve

w&t_question

I Ask

But I don’t know how to draw a curve like that! What do I need and where do I start in order to do this?

w&t_binoculars

I Explain

Before you can plot a Kanthal Curve for your business, you have to analyze your business and obtain realistic and adequate information.

Just follow these steps:

STEP 1: Write down all the costs

In the case of a salesperson, costs will include the following:

  1. Your full package translated into an hourly rate.
  2. Costs of all who make a contribution to your sales effort: sales coordinator, team leader, team, admin, etc.
  3. List infrastructure costs that relate to you which are not included in your hourly tariff.
  4. Any other costs.

STEP 2: List your Top Ten in terms of sales for each of the following:

  • Products
  • Suppliers
  • Customers

STEP 3: Split all the cost elements per customer, allocating as best you can.

w&t_elephant

I Advise

Be as honest as you can, otherwise you’ll simply engineer the results you want! Beware of foregone conclusions.

Total
Customer 1 Customer 2 Customer 3
A
Sales
B
Gross Profit
C
Own time x package
D
Other time x cost
E
Infrastructure cost
F
Other costs
G Total cost
(C+D+E+F)
Nett profit
(B-G)

STEP 4: Repeat for products, services, suppliers, etc.

Use the same method as above.

STEP 5: Plot the curve, starting with the customer

or product, service or supplier yielding the most net profit and ending with the least profitable.

w&t_binoculars

I Explain

Your Kanthal Curve gives you a clear picture of the business performance of your customers, products, services, suppliers, etc.

Now you can analyze good business/bad business…

Analysis of good business / bad business:

Start with your worst performers.

  1. Why keep them?
  2. What areas of improvement can you identify?
  3. Discuss with your customer if he is part of the solution (eg. pay for service calls, change buying patterns, etc.)
  4. Develop SMART action plans and implement.
w&t_elephant

I Advise

Remember that the answers are never obvious.

Effective processes implies that the need for control diminishes
Chapter 4
p.7
Is it true that if effective processes are in place in the company, the need for control diminishes?
If internal processes are well-established, the results potential of the company is correspondingly high. Effective processes have two major effects on the way the company and its people function:
People know what to do, when to do it and how to do it.
They are enabled by having access to the information needed to perform their jobs.
By introducing effective processes, employees know who is responsible for what. This contributes to better relations in the workplace.
With effective flow of correct information; the right vision and actions follows. Therefore having a greater potential for results in a team and company:
Thank you to: Jobau Gray for the graphic presentation
If strong processes are in place, employees in the company know who must do what by when. This results in efficiency and order within the company, which obviously impacts positively on the results potential of the company.
If everybody shares the same vision, purpose and values, the need for control is drastically diminished, without compromising the high results potential of the company.
On the other hand, if processes are not in place, employees won’t know exactly when to do what. This can lead to weak relationships, confusion,
a high need for control and, inevitably, a low results potential for the company.

Effective processes implies that the need for control diminishes

Chapter 4 p.7

w&t_question

I Ask

Is it true that if effective processes are in place in the company, the need for control diminishes?

w&t_exclamation

I Answer

If internal processes are well-established, the results potential of the company is correspondingly high. Effective processes have two major effects on the way the company and its people function:

  1. People know what to do, when to do it and how to do it. They are enabled by having access to the information needed to perform their jobs.
  2. By introducing effective processes, employees know who is responsible for what. This contributes to better relations in the workplace.

With effective flow of correct information; the right vision and actions follows. Therefore having a greater potential for results in a team and company:

w&t_ch4_f_process_vs_control

Thank you to: Jobau Gray for the graphic presentation

w&t_binoculars

I Explain

If strong processes are in place, employees in the company know who must do what by when. This results in efficiency and order within the company, which obviously impacts positively on the results potential of the company.

If everybody shares the same vision, purpose and values, the need for control is drastically diminished, without compromising the high results potential of the company.

On the other hand, if processes are not in place, employees won’t know exactly when to do what. This can lead to weak relationships, confusion, a high need for control and, inevitably, a low results potential for the company.

Taking charge of your reactions and behaviors using NLP
Chapter 5
p.4
What is meant by “Playing the Glad Game”? Pretending to be happy when I’m not ? And what does it have to do with business’?
Nowadays we hear a lot about Neurolinguistic Programming, or NLP. NLP is a way of taking control of your mental state and taking charge of your reactions and behavior.
Mike Matulovich coined the concept “The Glad Game” which in essence is about finding something positive in all negative experiences; in other words, playing a positive mind game through which you direct the way you react to external stimuli which you receive from situations or interactions.
There are many aspects to The Glad Game. Let’s focus on one of them: All external events pass through your individual mental filters, which consist of aspects such as beliefs, values, memories, your experience of time, space, energy, etc. They in turn determine how you interpret those events. It is important to realize that these filters can cause you to distort, generalize or even delete external stimuli.
Playing the Glad Game implies deliberately changing negative filters.
For example, if you make a mistake, convert it from a negative internal attitude of “I am stupid” to a positive attitude of “This is a good learning experience”.
So that’s where the “Glad” comes in, instead of a negative picture about myself I deliberately frame it in a positive state of mind leading to a positive way of dealing with a mistake..
The process of receiving and processing information:
1. An external event happens
2. Internal filters interpret the event
My experience of Time / Space / Matter and energy forms my internal meta programs determine which filter to use.
Meta programs include:
Value
Beliefs
Memories
Decisions
Language
Attitudes
These meta programs switches on the filter which fits with ones personal perception. This internal filter determines what should happen with the event, generally one of three things:
Delete filter – Deletes appropriate or inappropriate
Generalize filter
The brain runs programs to switch on a light. It can run inappropriate programs for example a phobia against spiders.
Distortion filter – Punish self “I am stupid”
3. An internal representation is formed
Consciously turn the event into a positive event or as a learning experience.
4. Your own emotional reaction to the event takes shape
Consciously shaping an event into the positive adds to ones positive state of mind.
5. Physiology and behavior is determined by your emotional reaction
Based on a positive relation to which filters are switched on ones physiology and behavior will automatically follow the positive state of emotion.
6. Language as medium of expression
Expression, verbal or otherwise, can now not help but be genuinely positive and constructive.
The above explanations makes it obvious how the Glad Game relates to the workplace.
A manager criticizes your work – his criticism filters through your internal representation (how you picture yourself). If you have a negative attitude your state of mind becomes negative, affecting your behavior, for example you withdraw. This adds to a further negative state of mind which affects the type of language you use, for example denial or blame.
If you play the Glad Game your positive image gives you a positive state of mind which in turn has a positive affect on your behavior and language. If customers give you negative feedback, you need to be able to thank them for the feedback and ask further questions to ensure that you can address the customer’s needs.
This is true Elephant behavior.

Taking charge of your reactions and behaviors using the GLAD GAME and NLP techniques.

Chapter 5 p.4

w&t_question

I Ask

What is meant by “Playing the Glad Game”? Pretending to be happy when I’m not ? And what does it have to do with business?

w&t_exclamation

I Answer

Nowadays we hear a lot about Neurolinguistic Programming, or NLP. NLP is a way of taking control of your mental state and taking charge of your reactions and behavior.

Mike Matulovich introduced us to the concept “The Glad Game” which in essence is about finding something positive in all negative experiences; in other words, playing a positive mind game through which you direct the way you react to external stimuli which you receive from situations or interactions.

w&t_binoculars

I Explain

There are many aspects to the Glad Game. Let’s focus on one of them: all external events pass through your individual mental filters, which consist of aspects such as beliefs, values, memories, your experience of time, space, energy, etc. They in turn determine how you interpret those events. It is important to realize that these filters can cause you to distort, generalize or even delete external stimuli.

Playing the Glad Game implies deliberately changing negative filters.

For example, if you make a mistake, convert it from a negative internal attitude of “I am stupid” to a positive attitude of “This is a good learning experience”.

From the wikipedia: Glad Clubs” appear to have been popular for a while; however, it is questionable if they were ever more than a publicity gimmick. The Glad Clubs may have been simply a means to popularise the use of The Glad Game as a method for coping with the vicissitudes of life—loss, disappointment, and distress.[citation needed] Nevertheless, at least one “glad club” exists today, in Denver, Colorado.[3]

There is even a song that says not all of us want to PLAY THE GLAD GAME all the time- it is fun!

w&t_question

I Ask

So that’s where the “Glad” comes in, instead of a negative picture about myself I deliberately frame it in a positive state of mind leading to a positive way of dealing with a mistake..

The process of receiving and processing information:

1. An external event happens

2. Internal filters interpret the event

My experience of Time / Space / Matter and energy forms my internal meta programs determine which filter to use.

Meta programs include:

  • Value
  • Beliefs
  • Memories
  • Decisions
  • Language
  • Attitudes

These meta programs switches on the filter which fits with your personal perception. This internal filter determines what should happen with the event, generally one of three things:

  • Delete filter – Deletes appropriate or inappropriate
  • Generalize filter – The brain runs programs to switch on a light. It can run inappropriate programs for example a phobia against spiders.
  • Distortion filter – Punish self “I am stupid”

3. An internal representation is formed

Consciously turn the event into a positive event or as a learning experience.

4. Your own emotional reaction to the event takes shape

Consciously shaping an event into the positive adds to one’s positive state of mind.

5. Physiology and behavior is determined by your emotional reaction

Based on a positive relation to which filters are switched on one’s physiology and behavior will automatically follow the positive state of emotion.

6. Language as medium of expression

Expression, verbal or otherwise, can now not help but be genuinely positive and constructive.

w&t_ch5_d_the_glad_game

The above explanations makes it obvious how the Glad Game relates to the workplace.

w&t_binoculars

I Explain

A manager criticizes your work – his criticism filters through your internal representation (how you picture yourself). If you have a negative attitude your state of mind becomes negative, affecting your behavior, for example you withdraw. This adds to a further negative state of mind which affects the type of language you use, for example denial or blame.

If you play the Glad Game your positive image gives you a positive state of mind which in turn has a positive effect on your behavior and language. If customers give you negative feedback, you need to be able to thank them for the feedback and ask further questions to ensure that you can address the customer’s needs.

This is true Elephant behavior.

Align with the company and customer for maximum career growth
Chapter 3
p.3
But I’m still not sure if I understand the concept of alignment well enough. Can you tell me more about it?
The process of alignment with the company and customer to obtain the maximum value addition and growth, entails the management of three important factors:
The “personal passions” of the individual. This refers to interests, skills and aptitudes of the individual at the time of recruitment.
The “company’s business needs” are to create wealth for all its stakeholders and to grow and develop its team members and employees to their maximum potential.
The “customers and their expectations” which in general are to obtain reliable and cost-effective products and services in order to satisfy the needs of the customer’s customers. Satisfying these expectations constitute the challenge and opportunity for our company to build our business.
The ideal is to strive to maximize the area of overlap of the customer, your company, and the individual.
The concept of alignment can be explained as follows:
The individual employee brings talents, knowledge and skills into the company. The customer has a need for products and services. The company has systems and processes in place directed at bringing its products and services to the customer.
With an increased communication of yourself, your team and the company, you can identify what value you can add in achieving the company’s goals and objectives and what changes you need to make in order to be most effective in your job.
The company exists because of customer needs. The individual contributes talents, knowledge and skills to the system and processes of the company. The main focus of business is the arena of overlap between the individual, the company and the customer.
Now I see…to grow your contribution you need to understand:
Your needs and skills growth
The company’s dynamics
The customer’s dynamics and needs
In order to align ourselves with the company and customers, each of us has to look into our behavioral patterns, response models, values and drivers. This will become clearer as we proceed.

Align with the company and customer for maximum career growth

Chapter 3 p.3

w&t_question

I Ask

But I’m still not sure if I understand the concept of alignment well enough. Can you tell me more about it?

w&t_exclamation

I Answer

The process of alignment with the company and customer to obtain the maximum value addition and growth, entails the management of three important factors:

w&t_ch3_b_smallvenn1 The “personal passions” of the individual. This refers to interests, skills and aptitudes of the individual at the time of recruitment.

w&t_ch3_b_smallvenn2 The “company’s business needs” are to create wealth for all its stakeholders and to grow and develop its team members and employees to their maximum potential.

w&t_ch3_b_smallvenn3 The “customers and their expectations” which in general are to obtain reliable and cost-effective products and services in order to satisfy the needs of the customer’s customers. Satisfying these expectations constitute the challenge and opportunity for our company to build our business.

w&t_ch3_b_smallvenn4 The ideal is to strive to maximize the area of overlap of the customer, your company, and the individual.

w&t_binoculars

I Explain

The concept of alignment can be explained as follows:

The individual employee brings talents, knowledge and skills into the company. The customer has a need for products and services. The company has systems and processes in place directed at bringing its products and services to the customer.

With an increased communication of yourself, your team and the company, you can identify what value you can add in achieving the company’s goals and objectives and what changes you need to make in order to be most effective in your job.

The company exists because of customer needs. The individual contributes talents, knowledge and skills to the system and processes of the company. The main focus of business is the arena of overlap between the individual, the company and the customer.

w&t_question

I Ask

Now I see…to grow your contribution you need to understand:

  • Your needs and skills growth
  • The company’s dynamics
  • The customer’s dynamics and needs
w&t_elephant

I Advise

In order to align ourselves with the company and customers, each of us has to look into our behavioral patterns, response models, values and drivers. This will become clearer as we proceed.

Be aware of behavioral types and turn emotions into chosen actions

Chapter 4 p.4

The other day I heard somebody say that his team leader “is a true elephant”. Now, was that a compliment or a negative remark? Somebody once said to me that I must be careful not to lapse into ostrich behavior. What is it with all these animals ? Are we a business or a zoo?

w&t_exclamation
I Answer

Various models and topologies exist that can be used to describe human personalities and behavioral types. Mike Matulovich divides behavioral types into three main categories, which he calls the Elephant, Ostrich and Rhinoceros. The names give us clues to the type of person and behavioral style we can expect to find in each category.

w&t_question
I Ask

I can guess what the behavior of an ostrich and a rhinoceros could be like, but what makes a person an elephant?

w&t_binoculars
I Ask

Let me give you a summary, then I will explain it fully in the diagram after the summary.

The Rhinoceros
Positional Power
The Elephant
Personal Power
The Ostrich
Lack of Power
This type of person is characterized by the use of external control. This type of person is characterized by the use of personal control. This type of person is characterized by lack of control.
They are emotionally immature and use the power of position, title, etc. They enjoy the respect of others. They exhibit a low self – worth and self-esteem.
Insecure since they are constantly “in debt”. They attempt to hide their insecurity from themselves and others by using aggressive means. They are able to negotiate. Ruled by a Scarcity Mentality and that they are a born losers.
Ruled by a Scarcity Mentality and hence have difficulty in sharing recognition, credit, power, success or information. Secure in themselves since their power is based on internal control and not on the external control of position, seniority or title. They expect to be cheated, stepped on and to be unappreciated by others.
They are threatened by the success and development of other people. Abundant mentality – there is enough for everybody – they can share credit, power, information,
ideas, etc.
Expect the worst, invite it and usually get the worst.
They believe that in every transaction there must be a winner and a loser and are determined to win at all costs. Have confidence in themselves and are therefore not threatened by the success of others. They defend themselves by hiding behind a wall of apathy and indifference towards themselves and others.
They need to control others that report to them. Emotionally mature. “Reside” almost permanently in the victim’s corner.
They build weaknesses in themselves by becoming dependent on external factors to get things done. Curious. Either give up, give in or get out. They will not attempt to problem solve and very often will not even acknowledge that there is a problem.
They create weaknesses in others by causing them to react on the basis of fear or conformity; thus stunting their own reasoning, freedom, growth and internal discipline. Have courage and compassion. They avoid having to take personal responsibility for anything and uses six strategies to achieve this:
Build weaknesses in their relationships. They become strained; fear replaces co-operation; each person involved becomes a little more arbitrary, a little more agitated and a little more defensive. They ask for, welcome and listen to feedback.
  1. Don’t play.
  2. Keep others from winning.
  3. Don’t complete anything.
  4. Destroy the game.
  5. Play the nice guy routine.
  6. Become a problem.
Force
Fear
Dictatorship
Punish
Avoid certainty at all costs. Plead
Apologetic
No control
Not Deserving
Use their imagination to create a vision of the future, focusing on solutions as opposed to being caught up in past problems.
Consult
Respect
Negotiation
Partnership
Reason
Pride

w&t_question
I Ask

That’s interesting! I won’t tell you where I see myself… But can you give me an idea of the behavior that I can expect from each type in the work environment?

w&t_exclamation
I Answer

The three behavioral types most often manifest themselves in the work environment in terms of ‘Assertiveness’. Take note of how the degree of assertiveness corresponds with the core characteristics of each type, as explained in the diagram below.

Assertiveness = Aggression Assertiveness =Assertiveness Assertiveness = Submission
They force and threaten, and control and manipulate others. They encourage others to be self-controlled, motivated and to achieve results of which they can be proud. They allow others to control and manipulate them. They plead and abdicate.
Believe that they have rights and that others do not have equal rights, therefore they often violate others’ rights. Believe that all have Equal rights, stand up for their own rights and respect rights of others. Believe they have few rights and that others on same level also have few rights. They believe they must remain submissive.
Express their ideas and feelings in a manner that might be hurtful to others and do not allow others to express their ideas or feeling, unless they are in agreement with their own. Express ideas and feelings openly and honestly and encourage others to do the same. Reluctant to express ideas and feelings.
Demand more information and accuse the source of poor clarification. Ask for information and clarification in order to understand and succeed. They give up easily if ideas are challenged.
Will not ask for more information or clarification for fear of criticism or rejection.
Question and challenge in an attacking and personal style and will not allow others to question and challenge them. Question and Challenge in a constructive and non-threatening manner in order to arrive at the truth. Afraid to question and challenge
Encourage others to question and challenge and they learn from the process.

w&t_elephant
I Advise

I’d say that a high Emotional Awareness and Inter-dependence are Elephant characteristics…

The underlying principles toward career growth in your company
Chapter 4 p.1
Right, from what I have read so far, I can see how important this ‘overlap’ is. How can I begin my alignment process?
During the Walk & Talk process you will develop various skills, ranging from interpersonal to business skills. Moreover, you will acquire a set of basic underlying principles.
These principles will create a mind set which is a prerequisite for you to develop into a thriving individual in both your personal and professional life.
Furthermore, if you consciously focus on embedding these principles in your mind, your own skills will develop as you apply these principles to various aspects of your job.
Every journey needs a map to guide us. In our case, it is helpful to construct Mind-maps to guide our development along the Walk & Talk process. The most important principles which the individual should acquire are illustrated below in a mind map.
Underlying principles acquired during the Walk and Talk process:
Emotional Awareness
Process vs Control
Definition of success
Time management matrix
Process vs. Control
Growing a win-win minds

The underlying principles toward career growth in your company

Chapter 4 p.1

w&t_question

I Ask

Right, from what I have read so far, I can see how important this ‘overlap’ is. How can I begin my alignment process?

w&t_exclamation

I Answer

During the Walk & Talk process you will develop various skills, ranging from interpersonal to business skills. Moreover, you will acquire a set of basic underlying principles.

These principles will create a mind set which is a prerequisite for you to develop into a thriving individual in both your personal and professional life.

Furthermore, if you consciously focus on embedding these principles in your mind, your own skills will develop as you apply these principles to various aspects of your job.

w&t_binoculars

I Explain

Every journey needs a map to guide us. In our case, it is helpful to construct mind maps to guide our development along the Walk & Talk process. The most important principles which the individual should acquire are illustrated below in a mind map.

w&t_ch4_a_underlying_principles

Underlying principles acquired during the Walk and Talk process:

Recognize negative emotions as signals to transform to the positive
Chapter 4
p.3
Emotional Awareness consists of five basic building blocks:
Building block number 1: Self-Awareness
The keystone of Emotional Awareness is the ability to recognize a particular feeling as it occurs.
Developing self-awareness requires “tuning into your gut feelings” and a deliberate effort to become more aware of them.
Being able to recognize and identify a feeling, enables you to consciously deal with it, and to change it if necessary.
Emotional self-awareness is the building block of the next fundamental aspect of Emotional Awareness, namely, being able to shake off a bad mood.
A rude encounter often leaves me annoyed for hours. I usually hide my feelings and I would be surprised if someone were to comment on my state of mind. If I had consciously evaluated my feelings I could have become aware of how I felt deep down and how it offended me… Not doing it, is emotionally un-intelligent!”
Building block number 2: Mood Management
We often have little control over the emotions which sweep over us, but we can have some say in their duration.
Various techniques can be used to help us manage our moods, for instance:
”Rearming” – consciously re-interpreting a situation in a more positive light. Any situation can be viewed from a different perspective if we consciously try and look at it differently. It is usually possible to find a positive angle to any situation.
Even deep breathing and consciously deciding to go quiet within yourself for a few moments can alleviate anxiety, depression and anger.
Refer to The Glad Game and Association and Dissociation in this book which describe additional techniques that can be used to manage moods.
Building block number 3: Self-Motivation
To motivate yourself in order to achieve requires clear goals and an optimistic ‘can-do’ attitude.
Positive motivation – feelings of enthusiasm, zeal and confidence are paramount for achievement.
For a pessimist rejection often means “I’m a failure”. Optimists tell themselves “I’m using the wrong approach” and are thus motivated to try again.
Building block number 4: Impulse Control
The essence of emotional self-control is the ability to delay impulse gratification (in other words immediate satisfaction or short-term pleasure) in the service of a longer-term goal.
When faced with an immediate temptation of whatever nature, remind yourself of your long-term-goals.
Now sleeping late will never be the same again!
Building block number 5: People Skills
We transmit and receive moods from one another on a subtle, almost imperceptible level.
The better we are at discerning the feelings behind other people’s signals, the better we are at controlling the signals we send.
Remember, even the way someone says ‘Thank you’, can leave you feeling dismissed, patronized or genuinely appreciated.
I am now quite sure that many of the “difficult situations” I have encountered in my relations with colleagues and clients stem from a lack of emotional awareness on both sides.
What hints can you give me which I can practice and use to enhance my EQ?
EQ is a multi- faceted concept and your overall EQ is determined by a combination of factors which all play a role in your interaction with others, including colleagues and customers.
The diagram on the left shows you these different factors and dimensions. The diagram also provides guidelines on how to enhance your emotional awareness in each dimension.

Recognize negative emotions as signals to transform to the positive

Chapter 4 p.3

w&t_binoculars

I Explain

Emotional Awareness consists of five basic building blocks:

Building block number 1: Self-Awareness

  • The keystone of Emotional Awareness is the ability to recognize a particular feeling as it occurs.
  • Developing self-awareness requires “tuning into your gut feelings” and a deliberate effort to become more aware of them.
  • Being able to recognize and identify a feeling, enables you to consciously deal with it, and to change it if necessary.
  • Emotional self-awareness is the building block of the next fundamental aspect of Emotional Awareness, namely, being able to shake off a bad mood.
w&t_exclamation

I Answer

A rude encounter often leaves me annoyed for hours. I usually hide my feelings and I would be surprised if someone were to comment on my state of mind. If I had consciously evaluated my feelings I could have become aware of how I felt deep down and how it offended me… Not doing it, is emotionally un-intelligent!”

Building block number 2: Mood Management

w&t_binoculars

I Explain

We often have little control over the emotions which sweep over us, but we can have some say in their duration.

Various techniques can be used to help us manage our moods, for instance:

  • Rearming – consciously re-interpreting a situation in a more positive light. Any situation can be viewed from a different perspective if we consciously try and look at it differently. It is usually possible to find a positive angle to any situation.
  • Even deep breathing and consciously deciding to go quiet within yourself for a few moments can alleviate anxiety, depression and anger.
  • Refer to The Glad Game and Association and Dissociation in this book which describe additional techniques that can be used to manage moods.

Building block number 3: Self-Motivation

  • To motivate yourself in order to achieve requires clear goals and an optimistic ‘can-do’ attitude.
  • Positive motivation – feelings of enthusiasm, zeal and confidence are paramount for achievement.
w&t_exclamation

I Answer

For a pessimist rejection often means “I’m a failure”. Optimists tell themselves “I’m using the wrong approach” and are thus motivated to try again.

Building block number 4: Impulse Control

  • The essence of emotional self-control is the ability to delay impulse gratification (in other words immediate satisfaction or short-term pleasure) in the service of a longer-term goal.
  • When faced with an immediate temptation of whatever nature, remind yourself of your long-term-goals.
w&t_exclamation

I Answer

Now sleeping late will never be the same again!

Building block number 5: People Skills

  • We transmit and receive moods from one another on a subtle, almost imperceptible level.
  • The better we are at discerning the feelings behind other people’s signals, the better we are at controlling the signals we send.
w&t_elephant

I Advise

Remember, even the way someone says ‘Thank you’, can leave you feeling dismissed, patronized or genuinely appreciated.

More Tools

Conflict resolution

  • Knowing how to fight fair
  • Using the Win-Win model for negotiating compromise

Self-awareness

  • Observing yourself and recognizing your feelings
  • Understanding relationship between thoughts, feelings and reactions

Managing feelings

  • Monitoring ‘self-talk’ to catch negative messages such as internal put-downs
  • Realizing what is behind a feeling
  • Finding ways to handle fears, anxieties, anger and sadness

Handling Stress

  • Learning the value of exercise, guided imagery, relaxation methods

Empathy

  • Understanding another’s feelings and concern
  • Taking their perspective
  • Appreciating the differences in the way people feel about things

Assertiveness

  • Stating your concerns and feelings without anger or passion

Communication

  • Talking about emotions effectively
  • Becoming a good listener and question-asker
  • Distinguishing between what someone does or says and your reactions or judgment
  • Sending “I” instead of blame messages

Personal decision-making

  • Examining your actions and knowing their consequences
  • Knowing whether thought or emotion is ruling a decision

Self-disclosure

  • Valuing openness and building trust in a relationship
  • Knowing when it is safe to risk talking about your private feelings

Self-acceptance

  • Feeling pride and seeing yourself in a positive light
  • Recognizing your strengths and weaknesses
  • Being able to laugh at yourself

Personal responsibility

  • Taking responsibility
  • Recognizing the consequences of your decisions and actions
  • Accepting your feelings and moods
  • Following through on commitments

Insight

  • Identifying patterns in your emotional life and reactions
  • Recognizing similar patterns in others

Group dynamics

  • Co-operation
  • Knowing when and how to lead and when to follow
w&t_question

I Ask

I am now quite sure that many of the “difficult situations” I have encountered in my relations with colleagues and clients stem from a lack of emotional awareness on both sides.

What hints can you give me which I can practice and use to enhance my EQ?

w&t_exclamation

I Answer

EQ is a multi- faceted concept and your overall EQ is determined by a combination of factors which all play a role in your interaction with others, including colleagues and customers.

The diagram below shows you these different factors and dimensions. The diagram also provides guidelines on how to enhance your emotional awareness in each dimension.

w&t_elephant

I Advise

EQ will affect your contribution to the company in several important ways, including: You become solution focused. You take responsibility for your yourself and your tasks.

Management time is freed as a result.

Purpose of the Career Development Guide
Chapter 1 p.3
What is the Walk & Talk process and what does it aim to achieve?
In our journey through life each of us seeks opportunities to take stock of who we are and where we are going.
The Walk & Talk process is a structured and coordinated process intended to lead the individual through a journey of discovery and personal development in the business and career environment.
Not only does this process assist you in the development of your knowledge, skills and self-awareness, but it should enable you to increase your contribution in the playing field called BUSINESS. It strives to grow your insight into what you can do differently as a team member, as an employee and for your customers in the quest to enhance your efficiency, effectiveness and value add.
Fundamentally, a business strives to build a successful company through successful team members with satisfied customers.
From that basic objective, it follows that there are THREE important role players in the business, each with different requirements whose interests need to be met and satisfied.
You, the individual
The company
Your customers
The company’s success will be measured in the final analysis by the financial returns which it delivers to all its stakeholders (including you).
This will depend on the degree of “overlap” of interests (also known as the Economic Value Add) which can be achieved amongst the three role players. The Walk & Talk process focuses on growing the individual in order to extend this overlap for maximum mutual benefit.
While keeping in mind to satisfy the differing needs of our three main role players…
Let the journey begin!

Chapter 1 p.3

w&t_question

I Ask

What is the Walk & Talk process and what does it aim to achieve?

w&t_exclamation

I Answer

In our journey through life each of us seeks opportunities to take stock of who we are and where we are going.

The Walk & Talk process is a structured and coordinated process intended to lead the individual through a journey of discovery and personal development in the business and career environment.

Not only does this process assist you in the development of your knowledge, skills and self-awareness, but it should enable you to increase your contribution in the playing field called BUSINESS. It strives to grow your insight into what you can do differently as a team member, as an employee and for your customers in the quest to enhance your efficiency, effectiveness and value add.

Fundamentally, a business strives to build a successful company through successful team members with satisfied customers.

From that basic objective, it follows that there are THREE important role players in the business, each with different requirements whose interests need to be met and satisfied.

w&t_ch1_a_three_circless

You, the individual

The company

Your customers

The company’s success will be measured in the final analysis by the financial returns which it delivers to all its stakeholders (including you).

This will depend on the degree of “overlap” of interests (also known as the Economic Value Add) which can be achieved amongst the three role players. The Walk & Talk process focuses on growing the individual in order to extend this overlap for maximum mutual benefit.

w&t_elephant

I Advise

While keeping in mind to satisfy the differing needs of our three main role players…

Let the journey begin!

Being able to say no to work is a great privilege
Chapter 5
p.13
I often hear that one should be able to say no. What does this mean and how do I say no when I have to?
That is absolutely correct! One should know when to say NO and how to say NO. One of the things the Career Development Guide is very serious about, is to assist the individual to do the right work at the right time. Being able to say NO is a crucial skill of the serious career and business builder.
It is a huge privilege to be able to say NO to work. This means you have more than you can cope with at the present time.
When you say NO, remember to never allow the Monkey to pass! This means the other person has a “Monkey” on their back, a problem they want your assistance with. You want to be absolutely certain that this Monkey will not be jumping anywhere! For example, you know that you will not be able to become involved in a certain project or problem at that specific time. The other person comes to you with a Monkey on their back and they want this Monkey to jump.
You know your priorities does not have place for this new Monkey. The moment you ask a question such as: “Tell me more” or “How can I help?” the Monkey jumps, you accept responsibility.
Do not allow the monkey to jump! Read more on the web about this principle.
So how do I handle the situation to ensure the Monkey does not jump, but both parties grow from the situation? How do I say NO effectively?
Look for alternatives with the other individuals, keep the Monkey with them through carefully questioning. Not spending too much time, just ask the following questions:
What alternatives exist to help you solve this challenge?
Is this issue you have a specific individuals job and you should pass the Monkey back to that person?
Who in your team is available to help and assist that can grow from this challenge?
Do you know anybody else with the expertise you are looking for?
Look for a solution which will cause the best stacking for all those involved. Learn more about delegation here.
Stacking is the process of identifying the different solutions for a challenge and deciding which mixture of these solutions will cause optimum growth for all involved.
Being it building career skills or a bigger business network. Stack all the solutions and look for the best blend.
Once you are able to say NO this way, both parties will always grow from the experience. Saying NO becomes a fun and learning experience!
Unre Visagie
At Aleph we realized we had to start saying no to many new opportunities when our processes were no longer in the development and selling phase, but moved into the implementation phase

Being able to say no to work is a great privilege

Chapter 5 p.13

w&t_question

I Ask

I often hear that one should be able to say no. What does this mean and how do I say no when I have to?

w&t_exclamation

I Answer

That is absolutely correct! One should know when to say NO and how to say NO. One of the things the Career Development Guide is very serious about, is to assist the individual to do the right work at the right time. Being able to say NO is a crucial skill of the serious career and business builder.

It is a huge privilege to be able to say NO to work. This means you have more than you can cope with at the present time.

w&t_binoculars

I Explain

When you say NO, remember to never allow the Monkey to pass! This means the other person has a “Monkey” on their back, a problem they want your assistance with. You want to be absolutely certain that this Monkey will not be jumping anywhere! For example, you know that you will not be able to become involved in a certain project or problem at that specific time. The other person comes to you with a Monkey on their back and they want this Monkey to jump.

You know your priorities does not have place for this new Monkey. The moment you ask a question such as: “Tell me more” or “How can I help?” the Monkey jumps; you accept responsibility.

w&t_question

I Ask

So how do I handle the situation to ensure the Monkey does not jump, but both parties grow from the situation? How do I say NO effectively?

w&t_exclamation

I Answer

Look for alternatives with the other individuals, keep the Monkey with them through carefully questioning. Not spending too much time, just ask the following questions:

What alternatives exist to help you solve this challenge?

Is this issue you have a specific individual’s job and should you pass the Monkey back to that person?

Who in your team is available to help and assist that can grow from this challenge?

Do you know anybody else with the expertise you are looking for?

Look for a solution which will cause the best stacking for all those involved. Learn more about delegation here.

w&t_binoculars

I Explain

Stacking is the process of identifying the different solutions for a challenge and deciding which mixture of these solutions will cause optimum growth for all involved.

Being it building career skills or a bigger business network. Stack all the solutions and look for the best blend.

w&t_elephant

I Advise

Once you are able to say NO this way, both parties will always grow from the experience. Saying NO becomes a fun and learning experience!

At Aleph we realized we had to start saying no to many new opportunities when our processes were no longer in the development and selling phase, but moved into the implementation phase

Create wealth by adding value to products and services
Chapter 3
p.1
You regularly refer to “wealth creation”.
What does this mean?
The creation of wealth is a fundemental concept in the economy of a country. And is the reason for the existence of a business.
Wealth can not be distributed before it is created.
There is so many examples of activities in a country that consume wealth. Only business creates wealth.
People start companies, invest in companies and work in them because they are eager to participate in the process of creating wealth in order that they, in turn, can share in that wealth.
The process whereby a company creates wealth is by “adding value” to products and services which it in turn sells to customers.
Only as the company “maximizes its value contribution to the customer” can the company maximize its business and grow its turnover and profits.
Finally, as the team members and employees of the company maximize their contribution (value add) to the company, can they expect to reap the rewards of their efforts and share in the wealth created.
The fundamental key to this understanding which is the subject of this Walk & Talk process, is to optimize and grow the different interests and needs of the three main role players in the business – the individual, the company and the customer.
The redistribution of wealth without the creation of new wealth results in a redistribution of poverty.

Create wealth by adding value to products and services

Chapter 3 p.1

w&t_question

I Ask

You regularly refer to “wealth creation”.

What does this mean?

w&t_exclamation

I Answer

The creation of wealth is a fundemental concept in the economy of a country. And is the reason for the existence of a business.

Wealth can not be distributed before it is created. There are so many examples of activities in a country that consume wealth. Only business creates wealth.

People start companies, invest in companies and work in them because they are eager to participate in the process of creating wealth in order that they, in turn, can share in that wealth.

w&t_binoculars

I Explain

The process whereby a company creates wealth is by “adding value” to products and services which it in turn sells to customers.

Only as the company “maximizes its value contribution to the customer” can the company maximize its business and grow its turnover and profits.

Finally, as the team members and employees of the company maximize their contribution (value add) to the company, can they expect to reap the rewards of their efforts and share in the wealth created.

The fundamental key to this understanding which is the subject of this Walk & Talk process, is to optimize and grow the different interests and needs of the three main role players in the business – the individual, the company and the customer.

w&t_elephant

I Advise

The redistribution of wealth without the creation of new wealth results in a redistribution of poverty.

1234567891011121314151617