Pathways to Leadership

Our Mission is to unleash the verybest in People, Teams and Organizations.

Archive: Field Reports ......from Participants

Dealing with Difficult Customer
Duncan Aviation/ Lincoln, NE

I was called into a meeting with a customer who was very upset. His misconception about how our shop operated finally got to me when he claimed that we were unethical, while in the same breath suggesting that we perform a repair in violation of Federal regulations because it was so simple.

I started to get pretty hot with my response, but held the tone back as I explained that my team never violates Federal regulations no matter how easy the operation seems to be.

I could have continued down the "low road" with him, but I realized I was at a juncture point where I needed to shift the focus back to the positive. So I started asking him forward focused questions like, "What can I do to help make this better? ƒ How can I make this happen?"

In a matter of seconds the tension was reduced and our energy refocused in a constructive way. We came out of the meeting smiling and shaking hands. I took the moral high ground, maintained the company's and my shop's integrity, and eased the customer's concerns. If I had not been prepared by my Pathways to Leadership® training, it would have been an absolute disaster!

Other Successes....

One of my newer team members with just a year on the job was having some difficulty with production speed and a personality conflict with our team leader. I could see the frustration building in both men. The team leader was unconsciously using the Doofus principle on the newer employee.

I talked to the guy being "doofused" and tried to build his self-esteem and focus more on his job. Then I talked to the team leader and finally said "way to use that Doofus principle thing on that guy." He totally understood what I was saying and changed the way he treated this employee. Now his production and self-esteem are considerable better.

***

I was able to use the 5 Tool Sequence with a supervisor to confront behavior I didn't appreciate. It helped improve the quality of my work environment and it also made the supervisor aware of how his behavior affected others. Using a proactive approach relieved my feelings of helplessness.

Important Client Saved
Sabroso Company

A long term successful relationship with our second largest customer was put to a significant test this spring. They informed us that we were in danger of losing their business because of high prices. They no longer wanted a "partnership" with us, but wanted significant cost reductions.

Our immediate reaction was "after all we're done for them over the past 10 years, this is how they treat us!"

I was called to attend a meeting at their office where they laid out the facts as they perceived them. We had competitors they felt they could rely on. Initially, I was in total denial about the fact that they could carry on without us. I was not capable of responding to them immediately and scheduled another meeting. Our whole company felt violated by their attitude.

Then, remembering my training, I took a magic moment and accepted the situation. I was then, and only then, able to respond with what they wanted - price reductions. But now, I viewed our company and the customer in degrees of strength. We gave them price reductions, but with solid plans for cost reductions that didn't only come out of our profits.

We kept all the business and can now create a new partner relationship as we move forward. We are no longer defensive and understand what we can and cannot do. We are going to "dance" like crazy as we perform and serve them!

Budget Process Made Easy
Ford Motor Co.

Engineering Budget Process - an often painful, painstaking process by department and nameplate. This could have been extremely negative. Instead, the whole Outfitters group was focused on success and the positive aspect of having a budget that people can be held accountable for - because everyone wants to be great and contribute to the company's success. We used the 3 Conditions that Allow Change, and kept our focus firmly on the positive side of the Energy Circle (What's working?), which helped deliver the $80M and 200 heads.

***

I used the tools to come up with a creative budget solution using the Recipe for Partnership and the Personal Development Framework. We came up with hiring 10 TBO heads to do legacy data conversion work. Our team and finance were very happy. Net savings = $500K. We hit two birds with one stone. The value of this is we can do other things with that money.

"Letting Go" with the Personal Development Framework
Ford Motor Company

I had a major disagreement with one of my coworkers that was out of character for both of us. This issue temporarily disrupted our relationship any productivity, and our team. I used the PDF, specifically Step 4, to realize each of us had done the best we could. There were extenuating circumstances I was unaware of that contributed to the disagreement. Once I was able to say yes to Step 4, we were able to overcome this challenge. The value we received was jointly creating a solution that was better for the company and the program as a result of this issue.

Miscommunication/misinterpretation is problematic at work and at home. Reaction to what we think the meaning is can lead to hurt feelings and upset that cannot be reversed. Using the Decision Making Process to access the facts and beliefs causing the reaction could prevent or at least minimize the impact of a miscommunication. Using this tool has led to healthier family life.

***

I struggled with frustration regarding the behavior of a specific leader at our company. Using the PDF, I was able to acknowledge what I was feeling and accept that it was okay to have those feelings. I knew I could not change the other person and accepted that they probably did the best they could. I reflected on whether I had done the best I could and learned from the experience by identifying what I could do better. I then was able to improve my working relationship by working on my reactions and accepting that I can't change them, but only change myself.

I often took this stress home with me into my family life. By using the Homeward Bound Framework it helps me transition into my role as a mother and bring a positive, high energy greeting when picking up my children. With my success, I began to think how I could use this tool to build my "R" as I drove to work after dropping my kids off. I started thinking about what I was looking forward to - a meeting, an assignment, etc, and was no longer dreading some days, but actually looking forward to the possibilities.

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