The High-stakes skill-set

By Inrol | Up your soft skills game in hard conversations.

According to Oprah, All Your Arguments Come Down to These 3 Questions

If the answers are no, there's likely going to be a problem.<p>Conflict is complicated.<p>Most of the time, it involves feelings that are both logical and illogical. That thing you're fighting about, whether at home or at work, is about both what's being stated and what's not being stated. It's about …

Oprah Winfrey

Why Your Salespeople Need to Spend Time in Customer Service

You'll never learn more about what people want than you will by really, really listening to them.<p>5 min read<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>When I started running my own business, I did everything myself. I was in charge of sales, marketing, accounting, HR, customer …

Customer Experience

How to Talk Politics at Work Without Alienating People

Lunch seems pretty tame until your boss announces, “Build a wall, and deport them all! Who is with me?” or “Only lunatics want assault weapons – we should ban them all tomorrow!”<p>An awkward silence descends as your boss awaits your confirmation. Here’s the problem: you vehemently disagree, but you …

Critical Thinking

Your Customers Still Want to Talk to a Human Being

The rise of the internet has opened up new possibilities for communicating, from emailing and blogging to mobile video chatting and exchanging GIFs over messaging apps. This digitization has not been limited to consumer interactions. Most businesses now communicate with their customers through …

Customer Experience

How to Develop Empathy for Someone Who Annoys You

When someone you work with annoys you, it’s tempting to avoid the person as much as possible. But this isn’t always feasible and often only makes the situation worse. You’re better off cultivating some empathy. How can you do that with a colleague who rubs you the wrong way? How can you foster …

Emotional Intelligence

A Case Study in Why Core Values Are Crucially Important

Shared values build a strong team of employees.<p>5 min read<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>A few weeks ago, my company faced a minor crisis. I'll spare you the details, but the short story is a bad actor was doing his damnedest to damage our reputation on social media. …

Mission Impossible

What determines human decisions?

One could call Daniel Kahneman the unicorn of economics. As a psychologist, he had a profound influence on people who criticized the homo economicus …

Critical Thinking

6 Smart Ways People With Emotional Intelligence Respond When Their Buttons Are Pushed

hen conflicts flare at your workplace, how do you respond?<p>Everyone has a "drama" story at work. What's yours?<p>In a previous company, I vividly recall a senior executive marching down the hall spewing expletives on his way to wage war with a middle manager. An ongoing issue boiled over, and this VP …

Emotional Intelligence

The FBI's Best Negotiator Says This Is the 1 Thing You Need to Influence Anyone

Hostage negotiators don't kid themselves about emotions. You shouldn't either.<p>Chris Voss may be the best negotiator in the world.<p>Voss spent more than two decades in the FBI, during which he worked on more than 150 international hostage cases. Eventually, he was chosen among thousands of agents to …

Body Language

The Power of Listening in Helping People Change

Giving performance feedback is one of the most common ways managers help their subordinates learn and improve. Yet, research revealed that feedback could actually hurt performance: More than 20 years ago, one of us (Kluger) analyzed 607 experiments on feedback effectiveness and found that feedback …

7 Business Books that Will Change Your Life

What is a life-changing book? Is it a book that makes you quit your secure job and start your own company or just a book that helps you become a …

Why Ronald Reagan Believed If You Can't Handle Conflict, You Can't Lead

Peace is not absence of conflict, it is the ability to handle conflict by peaceful means - Reagan<p>I have worked with thousands of CEOs over the years in my advisory work and one thing that really stands out to me is how common it is to find leaders who don't know how to handle conflict. And while …

Ronald Reagan

Amazon Spent Years Learning What It Takes to Do Great Work. These 4 Steps Contributed Most to Its Success

"Skill is overrated," says Jeff Bezos. These four things are not.<p>Yesterday, Amazon founder Jeff Bezos published his annual letter to shareholders, and it's got some great advice for anyone who is striving to do great work.<p>After commending Amazon employees for their commitment to excellence, and …

Self-improvement

Use This Equation to Determine, Diagnose, and Repair Trust

<b>Anne Raimondi</b> was stumped. Two people she managed weren't getting along, and it was really impacting progress. In her private conversations with each …

Leadership

Want To Succeed Repeatedly? One Simple Rule Dramatically Raises The Odds

There's one rule sure to help you see threats and seize opportunities sooner: the Rule of One.<p>Over many decades of advising leaders of growing companies, certain patterns emerge. Perhaps the most powerful is what I call "the Rule of One." Simply put, the Rule of One is this: whenever you find …

Leadership

19 Interview Questions That Cut Through the BS to Reveal a Great Hire

Employee turnover is downright costly. A great way to avoid it is to ask the right questions in the interview process.<p>I hate to start on a grim note, but it's necessary. Bringing in a few bad apples because of a lack of due diligence in the hiring process can be very costly (and inexcusable). Check …

Emotional Intelligence

1 Interview Question That Reveals the Right Job Candidate, Regardless of Intelligence or Experience

You should always aim the bar high for hiring your knowledge workers. This question will tell you who they really are.<p>Billionaire Warren Buffett, chairman and CEO of Berkshire Hathaway, once gave sound hiring advice:<p>You're looking for three things, generally, in a person: intelligence, energy, and …

Employment

Losing Motivation? Research Says You're Probably Engaging the Wrong System

People view goals differently the closer they get. Leaders' motivational styles should change as well.<p>If only we could set motivation on cruise control.<p>Propelling teams forward is a basic leadership task. But people's perception of their chances of success and willingness to exert energy change as …

When Empowering Employees Works, and When It Doesn’t

Research has regularly demonstrated that when employees feel empowered at work, it is associated with stronger job performance, job satisfaction, and commitment to the organization.<p>Many leaders today often try to empower their employees by delegating authority and decision-making, sharing …

Employee Engagement

9 words and phrases that make any professional look weak

<i>Hey, I’m not sure if you have the time right now, but it would be great if you can read my latest column. Is that OK?</i><p>…said the weakest communicator …

Employment

Difficult People

How should you handle a co-worker who treats you like dirt? In this episode of HBR’s advice podcast Dear HBR:, co-hosts Alison Beard and Dan McGinn answer your questions with the help of Stanford management professor Bob Sutton, an expert in dealing with difficult people. They talk through what to …

Leadership

Don't Make This Common Mistake About Giving Praise

A paycheck is no substitute for praise<p>I have a crazy story for you. Crazy but true.<p>So, I had a leadership position at this company years ago, and I often used to give out praise to motivate the employees. Well, one day, my HR Director told me to stop. He actually said, "You're recognizing too many …

Employment

This Renowned Wharton Professor's Best Leadership Advice: For the Love of God, Stop Brainstorming

Superstar leadership expert Adam Grant identifies the most important evidence-based truths to apply to your business today.<p>Leadership is not mysterious. If you understand how people and organizations behave, you'll have a pretty good idea how to maximize the performance of both. Fortunately, we're …

Leadership

How Two CEOs Front-end Load Accountability

Blurry expectations lead to blurry results, so winning leaders boost accountability right up front.<p>Accountability starts at the beginning of the performance process. If we wait until the end, then we are simply imposing consequences rather than creating ownership. Therefore, crystal-clear …

Management

How to Be Friends with Someone Who Works for You

Working as a senior executive can be a lonely job. You have to deliver tough messages. You can’t always be transparent about your own challenges. And you must keep key decisions confidential until the timing is right.<p>There’s no way to escape the necessary burdens of authority. And, from time to …

6 Meeting Hacks (and 1 Weird Tip) That Instantly Boost Your Credibility

Sales demo? VC pitch? Don't let your big opportunity turn into a massive waste of time.<p>This is it: the Big Meeting. You've brought a conference room's worth of people together to make an important decision, close that huge sale, or kick off a new strategic initiative. Trouble is, most of these …

instantlyboost

5 Skills That Will Get You Through Any Tough Conversation

What you need to know to ease the tension.<p>I admit it. I spend most of my days researching, writing about, and speaking about positive aspects of leadership--how to properly recognize and show appreciation to people. I write a lot about how to inspire and motivate people to become their best. And, I …

Self-help

Having This 1 Person on Your Team Improves Results Immediately, According to Sports Psychologists

When times get tough, every team needs someone who can hold everything together.<p>No one wants to be the "glue guy." Yet every team needs one.<p>Do you have a glue guy or gal on your team? Do you know what they are? Or, more important, what they do?<p>As a senior in high school on the basketball team, I …

Roger Federer

How to Recognize Who the Subtle Workplace Bully Is (Is it You?)

Check in with yourself by answering these 5 questions.<p>In my Brooklyn neighborhood in the early 1960's, everyone knew who the bully was. The bully got in your face, threatened you, called you names, and was someone you never wanted to meet on the subway. In the workplace, the classic bully should be …

Leadership