Consulting

Build Your DEI Program

Posted on by Seniye Groff

Last week I spoke at the #HRTED2022 conference about ideas to build your internal DEI program. Primarily this session focused on four elements of a program, internships and employee resource groups (ERGs). I want to share the main points of the presentation. If you want more information, please contact me. This post will touch on the four elements and internships. My next post will focus on ERGs.

The four elements of a DEI program consist of:

  • Metrics-identify what and how you are going to measure your program.
  • Process-consider the many processes in your organization including people, operations and purchasing.
  • Education-there are lots of training needs so make sure you force rank them, determine your strategy and how you will measure effectiveness.
  • Initiatives-this is where internships, ERGs, mentorships, leader cohorts and many other programs come into play.

Make sure you create organizational buy-in.

  • Develop a business case for why DEI matters to organizational goals and success
  • Conduct an honest assessment of whether the organization can support diverse interns
  • Be prepared to answer difficult questions
  • Demonstrate patience

Engagement Strategy:

  • Foster an inclusive environment
  • Create micro-connections
  • Engage executive team
  • Establish intern cohorts
  • Pair interns with a strong mentor
  • Maintain frequent check-ins

Capture Gen Y Through Your Employee Handbook

Posted on by Seniye Groff

There have been lots of discussions about Gen Y — also known as the anti-establishment. And employee handbooks are about as establishment as you can get. But they’re not likely to go away anytime soon.

Employee handbooks typically are sterile and very “corporate,” and these two words definitely do not capture Gen Y employees’ hearts. This group is not interested in the typical corporate ladder but is inspired by the ideal career path. Since fit is a critical factor in employee retention, give a potential hire a glimpse of your employee handbook to send the Gen Y candidate a clear message about who and what your company values.

It’s not necessarily prudent to have a different handbook for every generation, but for Gen Y, it’s a great solution since this generation views work much differently than previous generations.

How to Write a Handbook

Capture the Gen Y audience with fun and humor. Don’t take the handbook too seriously. Personalize it with current events and fads. For example, compare customers to stars competing for “American Idol” stardom. Listen to what these employees listen to and watch on television and the Web to get indicators of analogies to use. Also, Gen Y wants to know and understand the big picture. So be sure to answer the question “why” with all policies.

Some policies are more important to address than others, based on Gen Y’s expectations. For instance, Gen Y employees naturally like to work in teams and work with their friends. Some employers are even hiring groups of friends for positions. But it is critical to have a policy on what is and is not acceptable in the team environment. Again, use humor if possible. Workplaces have gotten increasingly casual, but if the organization perceives attire as an important item, address it in the handbook. Provide pictures and examples to get the point across.

Communication style varies greatly between the generations, so it’s necessary to spell out your policy in the handbook. Since Gen Y prefers e-mail and texting, have a policy in place for those types of communications. If it is not appropriate to text in the middle of a meeting, say so. But say it with humor and explain the “why.”

Capture not only the mindshare but also the hearts of Gen Y employees by touting corporate social responsibility and community involvement. Continually inform employees about the company’s positive impact on society. If employees identify with the company’s social mission, they are more likely to stick around.

Workplace flexibility also is a hot topic with Gen Y employees. Clearly spell out workplace expectations, and don’t forget the “why.”

Be Innovative to Get Gen Y to Read the Handbook

Delivery is important to the success of any handbook. Deliver it in multiple formats and consider texting and e-mailing policy updates. A blog can be an effective way to keep Gen Y employees apprised of corporate updates. Remember to seek their feedback constantly and provide them with regular feedback.

Gen Yers expect to have fun at work. They also expect to be encouraged to take risks and want to see that rules can be broken a little bit. Ultimately, this generation wants to do a good job. To capture their hearts, which is key to retaining these valuable employees, take a good look at your handbook. With a little tweaking, the employee handbook can be a retention tool instead of just a policy guide.

Key Skills For Building Learner Engagement

Posted on by Seniye Groff

I recently presented at a national conference on the topic of learner engagement.  Participants in my session were struggling with students in their classrooms that appeared to be uninterested and not engaged in the learning in the classroom.  In my session I reminded my participants that adult learners have a few unique goals when learning something.  These include:

  1. Learn by four different learning styles (feeling, watching/listening, thinking, doing)
  2. The content was important to job or interests.
  3. The class was engaging.
  4. The class included opportunities to try the new skill.
  5. The class was given a clear path for using the new skill after the class was over.

I also mentioned Daniel Pink.  Pink in his 2009 book, “Drive” talks about motivation in depth.  Instructors must design with motivation in mind.  Some ways to do this are:

  • Create an environment that makes people feel good about participating
  • Give learners autonomy
  • Keep the system as open as possible.

Some strategies to do what Pink suggests include building collaboration projects in the classroom, allowing learners to learn what they want and how they want and allowing students to teach other students.

Ultimately I believe that an effective classroom must include discussion, activities and an active lesson structure.  Learners need to feel in control of their own learning so that they can connect the dots of how this new information, skill or process ties into their overall success on the job or in their lives.

How have you seen this done?  Send me a message!

Working Effectively with the Harsh, Direct Communicator

Posted on by Seniye Groff

We’ve all worked with them-the direct, sometimes even harsh, communicator.  The hairs on the back of your neck stand erect, every time you think about walking into their office to share information, ask a question or give a status update.  And although it is difficult to not take it personally, there are some specific strategies you can take to make the communication, and the relationship, an effective one.

It’s Not About You

The first thing to understand is that the direct, harsh communicator in your workplace is not directing their communication style just at you.  Direct communication is a style of communication, which   according to Myers Briggs, is one of the three styles:  Aggressive, Passive and Assertive. (http://www.au.af.mil/au/awc/awcgate/sba/comm_style.htm).  Typically, a direct communicator is all about the task at hand.  They see something that needs to get done and their incredible sense of urgency is focused on that only—not the people-side of the task, but just getting the task taken care of.  This sense of urgency is coupled with their need for speed.  In other words, they see a task, want it taken care of immediately and feel compelled to address it quickly and efficiently which means directly, and sometimes, even harshly.  So really it is not about you, the receiver, it is about getting the task off the “to do” list.

The Mindset

Another item to consider is the intercultural norms and rules in your organization.  Culture simply refers to “the way we do things around here”.  Does the culture of your workplace value the direct communication style?  Is it all about the task first and people second?  Does your workplace focus on crucial, life-dependent issues that require quick, rapid-fire communication?  Once you consider the culture and norms of your workplace, it will give you a better understanding of why the direct communicator communicates the way that they do, so don’t be offended, instead ask, “How can I help?”

The Approach

The preparation for communicating with the direct, harsh communicator is to formulate ahead of time with a single sentence headline.  For example, “We have to get an answer on the budget by Friday.” Then break down any further information into three buckets, “More specifically, there are three things I need.”  This methodology sets the stage in a direct, matter-of-fact, task-oriented style.

The direct communicator also appreciates the niceties are kept to a minimum.  Although, the initial reaction to this type of communicator, is to “kill them with kindness”, this approach will only annoy the heck out of them!  So, when e-mailing, give a greeting or nicety only once-either at the beginning or end but not both.  And when face-to-face, always ask, “Do you have a minute?”  This allows the receiver, to stop what they are doing, and truly focus on what you have to say.

It is important, that you also stay warm and lighthearted.  While definitely not easy, laugh at their insults.  Try to remember, it really is nothing about you as a person, just this person’s need to get the task completed.  Even though you are laughing at the insult, it does not mean you are a “second class citizen” so act and carry yourself as their peer—a confidante, an ally.  There is no need to grovel but don’t be sensitive either in your response communication or your nonverbal communication.  Keep it professional and the communication fact-based.

Give Feedback

If you are lucky enough to be able to give the direct, harsh communicator some feedback there are some definite tips to ensure the conversation is meaningful and helpful.  Let them know that people are afraid to talk to them.  Certainly, no one wants others to fear them but sometimes, someone just needs to know this tidbit of information so that they adjust their communication style.  Let them know that there are some very specific behaviors they could change including smiling once in a while and waiting to respond until the other person completes their thoughts.  Also, saying, “I would love to hear what you have to say first” is an effective way for the person to demonstrate that they want to listen and are open to other ideas.

Certainly an unintended consequence of direct, harsh communication is that people could be unwilling to share their ideas and comments.  This unwillingness can have drastic results for an organization that must change and grow to stay competitive in today’s marketplace.  Commit to letting the person know when they demonstrate the desired behavior or the offending behavior so that the communicator can catch themselves before repeating the undesired behavior.

Conclusion

At first glance, a harsh direct communicator may be your worst nightmare in the office, but with a little strategizing and some concrete actions, you can have effective dialogue with this type of communicator.  Put away the emotions and the automatic reflex to react or be hurt by the harsh, direct communication and understand that the communication is a result of the need for speed and task management and not an attack on you as a person.  And if you are lucky enough to be able to give feedback to this person, you might even earn some accolades in the end.

 

Winning Client Communications

Posted on by Seniye Groff

Nope. Not gonna do it. I don’t think that’s a good idea. I know what I’m talking about-I’m the ID. The course will be late and I’m not sure when it’s going to be ready—I can’t commit to a date.  Would you say these things to a client? Never. How would you react if someone said these to you? Not positively.

Knowing what to say, and how to say it, to a client determines the relationship you will have with the client. And hopefully you’ll read this before the client falls in the no-longer-a-client category. Picking the right words, tone and timing in discussions with clients will enable you to develop and build a strong, supportive and mutually respectful professional relationship.

Most client communication will be handled by the Project Manager. There will be instances, however, where the ID will communicate and problem solve with the client directly. Following are examples of situations when an ID’s persuasive communication skills are important.

Declining a Client’s Request

Telling a client the change he’s making to a storyboard or the course that is not in the interest of the learner is a delicate and challenging situation. Some tips to follow:

  • Understand and be prepared to discuss consequences of the proposed changes/actions.
  • Do this only after you are certain the request is improper or not appropriate. Have a validated reason for not making the change, not just that you don’t like it.
  • Be specific. Offer examples of other instances for support of your argument.
  • Focus on the positive, such as how the experience for the user will be enhanced by your recommendation or idea.
  • Compromise with the client and never tell him “no.” There are always alternatives.

Scenario: A client provides an audio track for the course and it is too long. You fear that the length will provide the learner with a negative experience and not support the learning objectives.

 I’ve been listening to the audio provided for the course. From the learners perspective I believe it may not be the most effective option we have.
Receptive client: Why would this be a problem for the learner? [Explain]  What suggestions do you have? [Provide alternatives] Not receptive client: Well, that’s just what we’re going to use.
  ID response: In our research we have discovered …[validate your point and concern]
   

Apologizing to a Client for your Own Mistake

We all make mistakes—we’re human. Taking ownership of that mistake and correcting it is the next step.

  • Be honest and apologetic. Discuss the proposed solution as soon as possible.
  • Understand how the mistake happened anyway. Was there a breakdown in communication? Process? This will help avoid the mistake in the future and help in answering the client’s questions. Offer a realistic solution to meet the client’s needs and approval.
  • Discuss the situation immediately after the mistake is discovered. Procrastinating increases the opportunity for someone else to slip and have the client find out from someone other than you.

Scenario: You did not incorporate some particular product specifications into a course that the client was adamant about. You discover this just as the storyboard is sent to the client for review.  You decide to call the client immediately to make her aware of the situation.

I’m sorry to have to tell you this, but there is an error in the storyboard you are about to review. I did not incorporate the new product specs into the course. Frankly, I put the information in another folder and forgot to refer back to it. I apologize.
Receptive client: Thank you for your honesty. I appreciate you telling me what happened before I discovered it on my own. Now, how are you going to fix it? [Offer plan] Not receptive client: This is ridiculous. I told you several times this information had to be in the course. This mistake will throw the whole project off base now.

 
  ID response: I truly am sorry. It certainly was not my intent to have the project go askew like this. Please let me fix the situation immediately.

Still not receptive: Nope. This is a dire mistake. I can’t afford to have this course launch late.

ID response: Our great working relationship is important. What will it take to rebuild it?
   

Explaining a Delay to a Client

Our goal is to never miss a deadline. But try as we might, it does happen. Deliverable delays are costly. Not only can they be financially costly for you and the client, but they can be professionally costly. It is not an option to miss a deadline due to our own devices. This may hinder any future client business development. When you do miss a deadline, keep the following in mind:

  • Know the client may be mad or frustrated at the situation. Be prepared to remain calm.
  • Be prepared to give a summary of the problem and have a plan for completion.
  • Let the client know there is a delay as soon as possible. Let them know the new completion date, too.
  • Allow the client to vent frustration or anger. Be sure to accept total responsibility while noting any circumstances beyond your control. Offer a solution. Let the client speak last-this will help him save face and feel like he was in control of the conversation.

Scenario: Before going home one night you forget to check a storyboard to allow QA to edit the document. The storyboard is due back to you by EOD the following day so it can get to production. You are not available to check the storyboard in when QA calls you in the morning. This causes a delay of one whole day.

There is going to be a delay in getting the storyboard to production. It did not make it through our editing process in time and will not get to the graphic department until a day late. This may delay the launch of the course.
Receptive client: Well I’m sorry this happened. I trust that you will do what you can to make up lost time? Not receptive client: I only had this one day to review the SB and now that it’s pushed back a day it messes up my schedule. This is not ok and I’m not going to pay for it.

 
  ID response: I understand your frustration. I do apologize for the delay and will do what I can to make up the delay to you.

 

Conversation tips:

  • Ask questions-lots of them. Doing so demonstrates continued customer support and involvement, interactive feedback, and opportunities for the client to tell you what he wants.
  • The more you know about your client’s wants, needs, style the better the chance at providing an initial deliverable that meets his needs.
  • Prepare for calls/meetings in advance so you do not forget anything.
  • Ask open-ended question to define needs/wants/preferences of the client. This also gets the client to invest time and effort in the process, increasing his stake in the partnership and end product.
  • Don’t be afraid to ask a client for a favor, such as speeding up their review of a document. Explain how the favor will benefit you. This gives the client an idea of how much he can help you. Express gratitude.
  • When extending a deadline: realize that the client will probably be upset if you call and say you are going to miss a deadline. Give as much advance warning as possible to allow for schedule adjustments. Do not offer any excuses. Instead, explain what you are offering in return. A course requiring fewer launch issues? Better usability? Accurate translation and course delivery? Use language of negotiation and not crisis language. Examples of negotiation language include:

Aware                                     Investigate

Better                                     Caution

Careful                                   Expedite

Modify                                   Possible

Resources                             Reschedule

Answer with what you can do, not what you cannot do.

What other strategies have worked for you?

Resources:

Lifescripts: What to Say to Get What You Want in Life’s Toughest Situations, Stephen Pollan

How To Say it at Work, Jack Griffin

 

Returning to Work After a Break

Posted on by Seniye Groff

Since I have school-age children I meet many moms that decided to take a break from their “career track” to stay home with their children.  As our children have gotten older, I find myself working with many of these moms as they consider returning to work after their extended break.  I recently attended a session by Carol Fishman Cohen on this very topic and learned some great ideas to use as I coach and write resumes for these moms interested in returning to work.

Cohen’s 2007 book, “Back on the Career Track” and her website offers tons of advice, tips and resources.  There are a few nuggets that I found especially helpful.

  1.  It is critical how you tell your story.  Even while staying at home, moms have tons of accomplishments that can be framed to success in the workplace.  Figure out your accomplishments, write them down and practice presenting them in a success-driven way.
  2. Be energetic and enthusiastic about your time out of the workplace, as well as, returning to the workplace.
  3. Volunteer at a professional work group event, ideally in a sector you are interested in working in.
  4. Determine what has transpired in your target industry.  Get training so that your skills are on par with other candidates.
  5. There is nothing wrong with taking a position that is below the level you were before you took your hiatus.  Cohen even suggests a “returnship”, which means even choosing an internship to test the waters of your career search.
  6. Don’t forget your network.  LinkedIn helps you connect with peers from previous companies you worked at and alumni groups.
  7. Prepare for how an outside-the-home job will effect your family, home and other obligations.  Consider how you can re-work your routine, enlist your kids to take on more responsibility and offload menial tasks to a paid option.
  8. Make sure your technology skills are up to snuff and prepare for a workplace where your boss might now be younger than you.

Just like any after school event or family vacation, returning to work requires thoughtful planning and detailed execution.  Don’t forget to update your resume (or have a professional do it), create or update your LinkedIn profile and even complete an assessment or two to determine what a viable path might be as you re-enter the workplace.  Good luck!

Getting from Ideas to Concrete Projects with Potential Clients

Posted on by Seniye Groff

Being a freelancer sounds so glamorous to my full-time, gainfully employed friends.  And I agree that the flexibility and versatility is pretty sweet.  But what often gets forgotten, is that I actually have to find my work in order to have work.  So how does a freelancer truly move from concepts to actual paying work with a potential client?  There are a few things that I do that help make an initial vision turn into an actual real project.

Similar to an effective interviewing strategy when job hunting, you need to research the company that is interviewing you.  Go beyond learning the mission and the year the company was founded.  Go beyond finding out who runs the company.  Instead, figure out how this particular company ranks in the industry.  Determine the influencing factors that are shaping the industry. Learn what trends are happening that could effect the company.  So rank, influencing factors and trends are key to crafting a solution that could lead to a project.

Then determine if the particular company you want to work with is a cutting edge company or just follows standard practices. Being cutting edge or run of the mill is not right or wrong, but it does indicate how zany or normal your suggested ideas should be.  For example, if the company you are targeting likes to be a leader in their industry, do not dare suggest boring solutions that everyone else is doing, too.

Another research practice I use is to visit Glassdoor.  Often, job seekers use Glassdoor, but I contend that even as a freelancer Glassdoor can provide you with valuable insight to help aid in the solutions strategy that you must develop.  Glassdoor tells you what is working well and not-so-well at most any company you can think of.  Reading the employee comments helps you see any emerging themes and again, can guide you in your solutions.

Finally, LinkedIn is another valuable research tool.  First, see what the company is posting.  The information will give you insight on what is important to the company.  Secondly, review how you are connected to the company.  Determine if there is anyone you might know and if so, reach out to them and ask any lingering questions you might have.

So examining the industry trends, reviewing Glassdoor and researching LinkedIn are three great ways to find out more about a prospective client.  The information you glean, can help you create a solutions strategy that should be insightful, targeted and educated.  What things have you done when crafting a strategy to learn more about your client and its business?

The Power of LinkedIn

Posted on by Seniye Groff

Almost everyone in the professional world is familiar with and uses LinkedIn (at least I hope so!).  I was recently updating my profile and noticed a few new things I could do and thought I would share.

  1. There is now a headline area.  Oftentimes, it is just a person’s job title, but you can actually write an attention-grabbing line.  If done correctly, a reader can immediately figure out what you are passionate about or where you add value.  Pretty cool.
  2. A background photo can now be added.  So in addition to a profile photo (head shot) you can add a background picture.  Again using this feature, is a great way to tell the recruiter or who ever is viewing your profile, what you are all about or passionate about.
  3. In the experience section, you can add a link to the employer’s site.  This can add credibility.
  4. Make sure you add your volunteer experience (this is not a new feature) but show’s the world you are a well-rounded individual.
  5. Under Interests, there are some features including Pulse, Companies, Slide Share, Online Learning and Groups.  Some of this I am using and some I am still exploring.  It’s pretty robust!

What features of LinkedIn do you use?

The Beauty of Instructional Design

Posted on by Seniye Groff

I recently found an article titled, “Instructional Design for Unfamiliar Topics“.  It really helps explain how instructional designers (IDs) are able to do what they do.  Almost every piece of content I am asked to develop into training or documentation is information I am unfamiliar with.  The key to success is to do your due diligence by exploring any documentation, website or other materials that exist to learn what they heck “they are talking about”!  During my discovery phase, I look at websites, employee surveys, site visits, documents, tools and meetings with management.  Once I have reviewed all the above resources, I usually assemble an employee meeting of about 15-20 people that have various roles in the organization, as well as, varying levels of tenure.  Viewpoints from a veteran are certainly different from a newbie!

I then assemble and ask great questions.  Everyone I meet, either one-on-one or in group meetings are asked lots of questions.  From there, emergent themes usually evolve and then I can put together an initial instructional plan (IP). From this IP, I meet with SMEs to see if I have hit all the important points.  Finally at this point, I have a firm grasp on the content and can move forward with developing materials.

What are your tried and true tactics to writing about something you are not familiar with?

Change Management Starts with You!

Posted on by Seniye Groff

Why is it that change is so difficult for people to master?  I believe that change is about loss of control.  Same old, same old creates a comfortable blanket of habit.  Habit allows us to operate on “auto pilot”.  So how can companies help employees with the control loss?  Lots!  Some of my ideas include:

  • Communicate early and often!  You truly cannot over communicate.  Use a variety of methods: open forums. newsletters, games etc.
  • Consider asking a group of employees what some obstacles might be, and then create an FAQs page addressing each of those questions.  And continue to update the list when real-time questions occur.
  • Make change part of the fabric of your company’s culture.  Discuss change openly and even create fun events around little change.  This arms your employees with practice before big, important change really happens.
  • Create a pilot group and have them involved in all aspects of the upcoming change.  They can alert management to items that were missed or not considered and they will become your change advocates down the road.
  • Execute well.  There is nothing worse than poor delivery to hinder momentum for your organizational change.

What have you seen in your workplace that helped change happen successfully or likewise, a dud?  Let me know!