Dr. Kelly Cooper

So. Very. Important. If you're not clear on your goals and how you support the big picture, find out today. Otherwise you're at risk of spinning or getting off track by doing activities that don't align with priorities. As the boss, you're responsible for clear expectations and goal alignment. Nothing frustrates teams more than a lack of clarity and direction. If you're not clear then the problem may be above you.

Regular check-ins were my lifeline to my boss. Being in the field, that connection was critical to ensure alignment, get feedback in the, and make small adjustments, which prevents a big blindside in the future. You can't manage well without at least monthly check-ins. When I find managers or clients who struggle to do this, they need help making them effective and a priority.

Positive feedback is like fertilizer for a plant. It's critical to build confidence, trust, and performance, and happens in the small moments. 1st - Give positive recognition often. You need at least 5 deposits into the emotional bank account for every 1 withdrawal. My goal is to give least 1 positive per day. Just do it! 2nd - Recognize the individual as a person (I'm glad you're here) and for their performance (You did well). Both are needed. 3rd - be specific, genuine and timely. I'm a fan of the SBI model - Situation, Behavior, Impact (Yesterday when you helped the client to her car, you showed our commitment to service and made her day easier). And, the sooner you act, the better to connect the dots between action and reinforcement.

Situational interviews are the best, for both the interviewer and interviewee because they create storytelling, and great stories have memorable impact. Here is how I've helped clients in career transitions succeed at this step. 1. Prepare! Using the job description and your knowledge of the desired traits and competencies, create your own situational questions (using AI or Google). Pull together a couple stories for each area that showcase your personality, skill, and ability to learn. On top of that, write down stories of your biggest wins and biggest misses, put them in story form, and practice them. You'll find you can slide them in when needed and will feel more comfortable about speaking your truth, and get the job!

Commit to being fully present for as long as it takes. There is no efficiency in building relationship. On my first trip to Disney, I was in this huge hotel check-in line and getting impatient. I watched a cast member with a tablet walk up to the person in front of me to check them in and give them her full attention, for as long as it took. I could tell they were the most important thing in the room to her. I wanted that type of attention, so I waited patiently for my turn and received the same treatment. So my mantra today, treat people like Disney does. There is a book I love "If Disney Ran Your Hospital: 9 1/2 Things you would do differently," be Fred Lee. It works for your team too. They are your clients.