Coaching Like a Leader!

An important part of leading is knowing how to mentor your team and coach them through situations. A leader should spend time coaching the team as a group and as individuals in order to keep the team constantly growing and improving in their performance and ability to develop as leaders. 

                  “Coaching focuses on helping another person learn in ways that let him or her keep growing afterward.                It is based on asking rather than telling, on provoking thought rather than giving directions and on                      holding a person accountable for his or her goals.” ~ Candice Frankovelgia

The ability to effectively coach your team starts with a strong foundation. Coaching is more than just drawing a few X's and O's on a dry erase board and giving out attaboy's. (I highly discourage the later as funny as it may have been on that episode of "Friends", attaboy's don't go over well in the office.) Coaching is also not limited to managers and supervisors. A strong team will naturally start to coach each other to success..

Building a strong foundation means you have already developed mutual respect. You have already been consistent, reliable, and professional. Through intentional attention you have developed a strong relationship with the team. Both good and poor performance have been addressed consistently and equally. Coaching also requires knowing each team member's personality, history, and performance level. You would not coach a team captain the same way you would coach the H2O delivery coordinator. 

Instead of X's and O's, use the "B's". When coaching a team member on performance improvement you should be:

*Kind      *Professional     *Calm     *Encouraging     *Respectful     *Predictable     *Honest     *Consistent

*Intentional                          *Clear     *Timely

We should also be stern when it is appropriate. We spend a lot of time being positive and encouraging. It is important however to be stern when necessary to express the importance of the situation. Otherwise you are doing your team a disservice by not communicating clearly. The change in tone can help clear up the communication and set the expectations. Being stern should still follow the other "B's" and does not have to come across in a demeaning way. Coaching a team member is meant to build them up, not tear them down. We should never coach in front of others when it can cause harm or embarrass someone. 

Be Specific

One of the most important "B's" is be specific! Explain clearly what goal the team member needs to reach. Make it measurable and give them a deadline. Define what the next step is if they do not meet the expectations set and if they do meet or exceed them. The foundation for this communication should have been set from day one in the KRA (Key Results Areas) or by sitting down and discussing the job description with the team member. 

Coaching should not stop when they have meet a goal. It should be a continuous process to help them achieve new goals and reach higher performance. When you stop setting new goals and stop looking for new ways to improve and perform at the next level you will find your team will become disengaged because you are disengaged. Leaders continuously look for opportunities to grow and improve for themselves and for their team. Only a disengaged leader would stop that process, and would in turn not be performing as a leader.

Don't forget the follow through!

All of the great coaches will tell you that teaching technique is important, but will mean nothing without good follow through. In sports terms this means the difference between a good player and a pro. Pros always follow through. In business terms the same applies but the follow through is as much the coaches responsibility as it is the team members. Let your team member know how they are doing throughout the process. Give them course correction when they need it. When a team member does not met the expectations that were set by the deadline you have to follow through with consequences. Lack of consistency in that aspect sends a confusing message to the team member and the team as a whole. You have to set your team up to succeed by showing them what success looks like and following through! 

Scriptures:

2 Timothy 3:16        Proverbs 15:32             Proverbs 8:33                

Get Engaged!

After weeks and weeks of talking about leadership we have to remind ourselves to not just talk about it, but to jump in and apply this to what we do every day. We have to be intentional about getting engaged! Leadership is not just a concept, it is actively engaging in moving things in the company. It is solution-seeking, communication driven, focused-attention on fire!
It can be difficult as a leader to be engaged when we allow ourselves to get caught in crisis mode, always putting out fires, and reacting to our day instead of interacting with it. We should be intentional and strategic with our time. This takes practicing all of the skills we have discussed up to this point including:

Communicate

We must continue to communicate the vision through our actions and words to the team, to our patients, and to our referrals. We can say it all day, but if we are not living it those words are empty.

Know your team

We have to be intentional about spending time with our team. We should know details about our team member's lives like: Spouses' names, Kids' names, pets' names, and the big events going on in their personal lives. We should get to know who they are and who they want to be so we can help mentor them and encourage them as they grow into that person. If we are their peer or their manager, we should be intentional about being their biggest cheerleader and the one that helps them course correct when they need it.
Imagine how well a team would work together if they were all so engaged that they knew each other's hopes and goals and were encouraging each other daily! It is exciting to imagine the possibilities with such a strong team working together to accomplish their goals!

Did I mention Communicate?!!
Successful leaders know that communication is vital to every business. Utilize your weekly reports to communicate what is going on in your world. This report should express your highs, lows, and what you are looking forward to each week. This should not replace communication with your manager about problems that are interfering with your ability to work. Those problems should be communicated immediately and in person.
You should be having at least one meeting a week with your manager and team to discuss what is going on , what needs to be done, and progress on important goals. This communication is important and should not be seen as inconvenient. Businesses find themselves in trouble when they do not set weekly meetings and commit to them. Even if there is nothing new to discuss, it is an opportunity to sit or stand as a group and acknowledge that all is good. Lack of communication creates division and is a quick way to see your team become disengaged.

Solution-seek

There is a danger zone for a team where people fall into the habit of just doing the work at their j-o-b. It is in this ugly place that team members become workers or employees, and everyone focuses on problems and issues. EEeeek! Leaders make leaders, so as we improve our habits of solution-seeking, so will our team. This starts with actively seeking better ways to do things and not just accepting "the way it has always been done."
It also means asking "why do we do it?" Sometimes we keep doing things that we no longer have to do just because we forgot why we did it and kept doing it because we always did it. The best leaders are always asking "why?" and "how can we do it better?".
Most importantly, do not be afraid to think outside the box...or even better lose the box all together! Be willing to reinvent things and explore different possibilities outside your comfort zone.

Oh, yea! Communicate!

Look for opportunities to praise your team and team members. Discuss areas you need to course correct and get them back on track. Be intentional about stopping gossip! Gossip blooms in teams that are disengaged. Engaged teams do not have time for gossip and are so focused on improving things that gossip is an obstacle they will not tolerate.

Do not be afraid to get excited, talk about what you learn, talk about new ideas, and put them all into action!  Being engaged  is like being a lit match. Your excitement becomes a light. Use that light to spread the fire and get your team engaged!

Scriptures:

Exodus 18:21               Galatians 6:9                  Ecclesiastes 3:1              2 Timothy 2:2

Intentions Matter

Leaders work hard at being intentional and not reactive. They decide what reaction they will give and what reaction they want to get in almost every interaction. It can sound manipulative when you think about it in those terms. However, behind being intentional is something much deeper: Intentions. Why you do something matters as much as how you do it.
Mahatma Gandhi said, "Before the throne of the Almighty, man will be judged not by his acts but by his intentions. For God alone reads our hearts". It may be true that only God can read our hearts, but often our actions give away our intentions when our words try to hide them or vice versa.
It is important to be honest with yourself about why you are doing something. Sometimes we can fool ourselves into believing we are doing something with good intentions when we know we have other underlying motives. Whatever your motives, own them. If you are not sure if your motives are good or bad, remove the emotion from the situation and ask if you would give someone you care about advice to follow the path you are following. If not, you should probably reconsider your path.
Leaders should be honest and transparent about their motives whenever possible. However, it is wise to consider the timing and benefit of sharing information with your team. Know your team's personalities and ability to handle different information. If you cannot share your intentions up front be sure to consider how they might be perceived.
Our intentions can have a mirror effect where our intentions are reflected in the results of our actions. We reap what we sow. It can also create a fun house mirror effect in the way we see others. We can have distorted views of others because we judge them by our intentions instead of seeing them for their intentions. In other words we think the worst of people because we know our intentions in similar past situations were not the best.
"All that we are is the result of what we have thought. The mind is everything. What we think we become"~ Buddha
Another point to consider: We quickly find ourselves surrounded by others with the same intentions. Scott brought up a quote in this lesson "Your vibe attracts your tribe". Look at your friends and those closest to you and consider how they reflect you. You may find a different reflection of your intentions in the people you surround yourself with everyday.
Challenge yourself to be intentional and know your intentions and you will find yourself becoming a better leader.

Scriptures:

Ephesians 1:9                        Hebrews 4:12                        Genesis 6:5

The Match Game: Walking & Talking Your Story

As a company it is very important to communicate the company's story over and over to your team. On a personal level when we think of the people we are close to and have history with, there are always stories along the way that we talk about and tell again and again. That shared history creates a bond. The same is true with companies and their teams. That bond can be created even with new team members by letting them know that history and feel apart of it They carry the story and retell it.
What about our story? As individuals we have a story in our head that we want others to see and tell about us. It is important that we are intentional about how we present ourselves through our actions and our words. That does not mean we are fake or put on a show. It means that we are genuine and true to who we say we want to be in this life.
Here is the time you take a moment to ask yourself:
*What is your story?
*How do you introduce yourself?
*What are your priorities and passions?
*What are your values?
*What is your personal mission statement in life?
*What are your personal goals?
*How do others perceive you?

These things come together to tell our story, but they do not define the essence of who we are spiritually. Who we are cannot so easily be summed up! However, as leaders we have to understand that others' perceptions of us can be important. Perception can also be changed with time and intention.

How do you want the world to see you?

Ask yourself how you are wanting to be seen by others. Most of us have an idea of how we want others to see us, but we have not taken the time to really define that for ourselves. Everything we do as a leader should be intentional and with thought. When we go through life on autopilot we are reacting to life instead of living it.
You have to know who you want to be before you can live it. Do you want to be the strong silent type or the vibrant outgoing one? Do want to be known for your strong ethical beliefs or for your tender heart and consideration? You decide! But remember it cannot be an act. You have to make the changes inside and out if you want to be seen like that, you have to live like that.

Does your walk match your talk?

This becomes a simple math equation once you have determined what your story will be moving forward.
     

My Walk+My Talk=My Story

Look at your social media posts. Pay attention to how you interact with co-workers, strangers, friends, and family. Ask someone you trust to be honest to act as a mirror and tell you how others see you now. Really open yourself up to hearing the truth and find out if your words and actions reflect the person you say you want to be in life. It is easy to say who you are, but your actions should support what you say. 

What are your contradictions?

Where do you see your words or actions falling short of who you want to be as a person? An example of this is when people say they are on a diet and want to eat healthy but they are hitting the Halloween Candy when the kids go to bed (I am guilty here). 

We see contradictions in others all the time. How often do we see groups of people commit violence while demanding peace? On a personal level these contradictions tend to be much smaller. Looking at Facebook posts you can find contradictions easily. One I see a lot is when someone is claiming to be devoted to a religion while they post hateful comments criticizing or making fun of other people. Or when someone claims they hate drama but they are posting some new crisis or overly personal commentary hourly. Recognizing those kinds of contradictions are easy from the outside, but we often miss them in ourselves.

We all fall short at times. By taking a hard look at yourself you can find where you are falling short and you can work to be better. This is a common practice for great leaders. Leaders are always looking for opportunities to reflect and grow. It can be difficult to admit or even see how we are falling short. It can also take time. The point is that we reflect intentionally so we can grow exponentially. 

Be Intentional

*Be honest

*Be consistent

*Be predictable

*Be ready to course correct as needed

On a final note, leaders should get to know their team's story. Find out who the people on your team want to be and help them work towards that. Encourage them and help them reflect and course correct when they get off track. Inspire them when possible! Most of all, work towards becoming someone they admire and want to be themselves. Live intentionally!

Scripture

Matthew 5:16               /          1 Timothy 4:12

2 Timothy 2:15             /           Romans 12:2

Perfecting Powerful Presence & Presentation

It is important for leaders to understand how presence and presentation can impact every interaction. Here we will briefly address both:

Presence

The definition of presence used here is "the bearing, carriage, or air of a person: A noteworthy quality of poise and effectiveness: The fact or condition of being present.

There are countless benefits for all of us in being fully present in the moment. Allowing ourselves to be distracted by thoughts of yesterday, or worries about tomorrow, steals the only time we actually have...this moment. Time is something created to help us better manage the moments we have. It allows us to schedule meetings, appointments, and create a universally recognized framework in order to coordinate our days with others. However, time itself is relative and fleeting. We cannot act in any time but the present moment. It is the only time that we are able to influence directly. We cannot change the past, and we can only plan for the future but too many variables separate us from now and what will come. Only the present moment is ours.

Great leaders are able to keep themselves present in the moment. They recognize the power of being completely in the moment. When you are completely present you are able to be intentional instead of reactive. This is the difference between leaders and everyone else. 

*Know what outcome you hope to accomplish before any interaction with others.

*Be conscious of your mood and how your body language, speech, and tone will be received. These things can determine the outcome of your interactions with others. 

*Be aware of the other people or person's state of being and be intentional in your reaction to them. Knowing someone is upset, in a good mood, distracted, etc can help you determine if there is a possibility of miscommunication and work to remove that.

*Intentionally use a different tone or approach with someone to let them know there is something more important or different about this situation. Speaking in a more somber tone allows other people to understand the conversation is serious. Speaking in an excited tone lets them know something is different.

*When you find yourself distracted, stop and redirect your thoughts to what matters now. In the book "Essentialism" by Greg McKeown he discusses a story about a coach that uses the word win in a unique way to inspire his team to stay in the moment. He taught his team to always ask "What's Important Now?" In that way his team was able to play to their best ability instead of just being reactive.

Presentation

Prestation sets the mood, tone, and delivery of the conversation. It is important to be intentional when presenting an issue or concern, a change, or just general information to your team. Politicians are probably one of the easiest examples of presentation going well or poorly. Two politicians can present the same issue in different ways to evoke different reactions. They take the facts and add wording that creates emotion and gets reactions. 

Leaders can use this skill to inspire and engage their team. A few things to remember:

*Timing is important, but do not lose the opportunity to present something important because you were waiting on "perfect" timing.

*Always bring possible solutions when presenting a problem. Do not present a problem as someone else's to fix. Take ownership of the issue and work together to resolve it.

*If possible, resolve the issue then present how you resolved it.

*Beware "hot" words. Avoid words that create negative feelings and can put a negative spin or a feeling of blame on a situation. 

*Leave out personal commentary. Stick to the facts.

*Be sure you present matters in the appropriate setting. Do not discuss sensitive issues in front of others.

*If there is an emotional situation: 

a. Wait until you have given yourself time to process your emotions if possible. 

b. Allow others time to process emotions. 

c. If you cannot allow time for emotions to be processed, acknowledge that there are emotions involved. This does not discredit your stance. Screaming you are not upset, when clearly you are will, however, discredit you. 

*Use body language and tone of voice to clue others into what you are thinking. Smiling can ease concerns if the topic is serious, but you want them to know everything is okay.

*Present the whole picture, not just the angle that suits your agenda. Be transparent and honest about the pros and cons if you want to build trust with your team.

*Allow your team to see your emotion when you want them to see you are part of the team and their victories and failures matter to you.

*Always be intentional.

Scriptures

James 1:19-20        Isaiah 26:3         Philippians 4:11    Psalm 78:72     2 Timothy 2:15

Avoiding the Wonderland Effect: Better Time Management for Leaders

We have all had those moments we feel like the white rabbit with a pocket watch frantically scurrying around stressed we are late, late for an important date. Most of us have been like the girl that chased the rabbit down a hole and came out the other side disoriented and wondering where the time went (and may be thinking "why are my clothes so tight?" or that might just me be.) Time is a difficult thing to tame and it can get away from the best of us. Learning to avoid the Wonderland Effect and budget your time can reduce your stress and increase productivity. Like a financial budget or a diet, it requires discipline. For those of you that were not scared away by that statement; please read on to learn time management tips and tricks to help you make it to that very important date.

Dave Ramsey says, "You will either tell your day what to do or you will wonder where it went." In other words, you need to budget your time and stick to your budget. Of course this sounds easier said than done. Most of us feel like our time is as elusive as the Cheshire Cat and laughing at us as it slips away. This feeling is a result of not prioritizing our day and being intentional with our time.

Prioritize your day
*Use the first 15-20 minutes of your day planning your tasks for the day and getting organized. This is the time to create a to do list and prioritize what needs to be done. In Entreleadership they suggest using a system to prioritize your to-do list so you are always doing the most urgent and important things first, while leaving the non-urgent and non-important things to be delegated or discarded.
*Proportion can get a bit tricky so remember the 80/20 rule: Twenty-percent of your thoughts produces 80% of your results.
*Set time limits for your tasks. Giving yourself a timeframe helps keep you on track and keeps you from jumping down rabbit holes that cause time loss.
*Have some tea! Plan mini-breaks to allow you to recharge and refocus. Research supports taking small breaks in work makes us more productive overall.
*Small stuff can get big! Use down time to accomplish smaller tasks instead of putting them aside and letting them become a big problem. (i.e. work through your emails while you are on hold.)
*When you get distracted, go back to your to-do list.
*Do not over commit. Be realistic about the time you have and only commit to the things you can do, and should do. You do not always have to say yes!

Be Intentional
*Keep a clock visible and get in the habit of checking it to be sure you are not getting off the path you want to be on.
*Work smarter, not harder! Know your strengths and vulnerabilities. Develop habits that turn your vulnerabilities into strengths. (For example if you keep forgetting your lunch put your keys on your lunch in the fridge. This will help you remember to grab your food when you grab your keys.)
*Turn important routine tasks into habits by doing them at the same time or in the same order each day.
*Admit when you are procrastinating and try to identify the reason you are procrastinating so you can stop it.
*Use organization that fits your workflow. Set up your desk and your desktop on your computer to match your workflow for easier use.
*Use Technology to keep you on task. Outlook, smartphones, calendar reminders, and any number of apps are great for keeping a busy person on task and on time.
*Keep work conversations on topic. Use the standup technique to stop conversations that are distracting or have gotten off topic.
*Reduce distractions and identify time drains. People and tasks can be chronic time drains by staying too long to discuss things in great detail. Be quick to move them on their way or schedule a time each week that they can visit so you are not neglecting that team member or the work you need to get done.
*DO NOT WASTE TIME COMPLAINING ABOUT WHAT YOU CANNOT DO! So many people waste more time complaining about all the things they have to do or cannot do than the time it would take to just do it.
*Off with the little complainer's head! Do not let the little complainer turn you into a Mad Hatter, wasting time in confusion, frustration, and fruitless tasks.

***Be completely in the moment and give this moment your full attention. You can accomplish so much more when you do not let yesterday or tomorrow steal your time and attention. Find joy and purpose in what you do and you will be more productive through passion.

Scriptures
Colossians 4:5        1 Corinthians 14:40     Proverbs 16:9         Ecclesiastes 3:1

Finding the Cure for Analysis Paralysis

Leadership comes with many built-in energy boosts and moments that help keep the leader's spirit renewed with positive feedback and affirmations when all the hard work produces healthy results. Hard situations that require difficult decisions can seem like the onset of illness in the midst of all of the healthy development and change. The truth is it can actually act as a booster shot when we approach it with leadership thinking and do not let it paralyze the team, the momentum, and ourselves through the decision-making process. We need to also recognize that a decision left unresolved can turn into a cancer in ourselves, the company, and in our team. So how do we cure Analysis Paralysis?

First you have to understand, being passive is not an option for a leader. We have to make decisions, especially hard ones. When we allow ourselves to be plagued with indecision it paralyzes the team with doubt in our abilities and fear of what will or will not happen. 

We also have to recognize that indecision that leads to analysis paralysis has an underlying condition: FEAR or False Expectations Augmenting Reality. FEAR comes from allowing the little complainer in our head to create apprehension by telling us all of the bad things that could happen if we do not make the right decision. The reality is that very few of us face true life or death decisions and even if we make a decision that does not turn out the way we hoped, life will go on, lessons will be learned, and we will course correct if needed. 

Leaders are like surgeons for the business. They make decisive calls that determine the health of the business under time constraints that are often short. The best leaders do not have chronic emergency decisions to make because they are always looking ahead and making decisions that act as preventive care against issues becoming acute and urgent matters. However, every leader will have to face urgent matters at some point. That kind of responsibility comes with criticism. In fact, the more you do in your business and in life, the more criticism you will face. 

The analysis paralysis treatment plan includes:

*Understanding decisions are necessary but deciding not to force a decision is a decision. Allowing things to run their course just like a virus is a decision, for better or worse. 

*Decisions should not come from weakness, such as negative emotions like fear or anger or the results could be infection or even necrosis.

*The amount of time taken to make a decision should be in direct relation to the size and impact of the decision. Take the appropriate amount of time to analyze the issue.

*Long-term and short-term consequences and benefits need to be determined.

*Set a deadline, put it on the calendar, and commit to it.

*Gather options and walk through scenarios to give yourself confidence in your decision.

*Get a consult! Consult your spouse or a trusted mentor/friend/co-worker. 

*Get a second opinion. When possible consult experts and not just people with opinions.
*Seek a higher counsel. Pray! 

*Teach your team to be problem-solvers and to bring solutions when they bring issues. They should be your nurses, medical assistants, and physician's assistants in decision-making. In other words, they should work so closely with you in the problem-solving process they know when you need a scalpel and when you need a bone saw.  

*Treating others as you would like to be treated is a powerful way to make decisions you do not regret. Using your company's guiding values can make the right decision clear.

*Excise smaller parts of the decision to make big decisions more manageable.
*Remove emotions to gain a clearer view of the issue. It is often easier to make a decision when we look at it through practical eyes and remove emotional factors. 

*Write out the subjective, objective, assessment, and plan (my medical people know this as a soap note or dictation) to yourself before making the decision and the answer will often become clear by helping you process the information.

I hope all of you can give yourselves a clean bill of health with your next hard decision!

Scriptures

Proverbs 3:5-6      Jeremiah 29:11            Phillipians 4:6-7           1 John 5:14

Proverbs 11:14     Proverbs 16:33            Isaiah 41:10

Introducing....Our Medicaid Team Lead

My name is Raseline Martin and I am the Medicaid Team Lead here at Dallas Life Support Systems.  I have been working here since Dec, 2012 some may think that is a short time.  For me it seems like such a long time ago with everything that I have learned here.  The one thing that I truly appreciate is when interviewing I was honest and explained all the experience that I had, but unfortunately nothing in DME, and they took a chance any ways. I have tried to make the Medicaid Department mine.  I try to soak up as much information from the manual.  The way of thinking that “we have always done it that way” was just not enough for me.  I wanted to challenge and maximize our reimbursement and stand on the core values of this company. We never “deviate from billing clean and correctly”

When I began working here one thing that I was firm about is that as the saying goes “it takes a village to raise a child” I believe it also takes a team to bill clean, properly and requires everyone from the company to make that happen.  From the Supply Coordinator, to the warehouse person, to the driver that is delivering; we are all patient advocates in some shape, form, or fashion in this company.  I could remember the General Manager in one of our meeting saying. “You know I have heard Raseline say it and you know I have to agree it takes team work to make  things happen”  Since then the idea of team work started to spark, until my manager came on board and the fire started to spread.

 I truly believe one of my gifts here is that I believe in speaking to people and not because I have to but because it is the right thing to do.  Just to say hi how are you and smile we never know what someone is going thru and we spend so much time with each other.  Making every attempt to get along with my co-workers is important to me.  I was blessed approximately a yr ago  to be named the Medicaid Team Lead because of my views of team work, making sure that we billed correctly, and referring to the manual is important.  If you ask my manager she may say I am a “Rabbit hole jumper.” 

Entre-Leadership has been a blessing on my day-to-day life. Not to mention the Financial Peace Class that I was blessed to be apart of here as well. I love all the opportunities that Dallas life Support has given me to grow in this company to learn and to impact my co-workers. 

 I guess my motto or mission statement has always been in every job I have been in is:

   

For me this speaks volumes if you can not open yourself to change the way you think how you can ever get past the same problems that were created and continue to create.

Let me tell you a little bit about Raseline I am first generation New Yorker my family comes from Puerto Rico.  I have two beautiful children and one absolutely beautiful grandchild that are my heart and soul.  I have Fur Babies that I adore as well. (I actually think I have more pictures of them then I do of anything else.) I have 3: one imperial Shih Tzu, 1 Chihuahua and one Chihuahua Yorkie mix. I love to plant! I have a lot of plants inside as well.  I love working on my yard or plants or playing with my dogs.  

This is Raseline and this is my story. 

Letting Go of the Ithoughts

One of the many qualities that make leaders stand out is their ability to see the big picture. They have an impressive way of putting others needs ahead of their own. Not everyone is naturally built this way. In fact, most of us are naturally Ithinkers. In other words we naturally ask questions like "how does this impact me?' before we look at anything else.

As a leader we have to help our team members understand the big picture and answer their Ithoughts such as:

*Who is responsible? Am I?

*How does this impact me?

*Where can I put this besides on my plate?

*What does this have to do with me? What do I get out of it?

*When is this happening to me?

*Why do I have to do this?

Try to help the team focus on these leadership thoughts instead:

*Who does this impact?

*How can we make this easier for everyone?

*Where do we start?

*What is the best way?

*When can we get started?

*Why is this important to us?

 It is our responsibility to get our team on board with the vision and be the cheerleaders for changes. Leaders make the plans, make the decisions, implement change, and most importantly listen to the team while they are doing all of that. While it is important to not muddy the waters with information Ithinkers do not need, it is more important to be honest and transparent. Leaders should always be solution-oriented and be conscious of Ithinkers who are problem-oriented. Realizing some of the team is going to be focused on the problems can help a leader be more effective in shifting focus back to the solutions. It is important to remember the mission statement is the big picture, and everything you do, all of you communication should reflect the values in the mission statement. 

A few limiting habits to be aware of (from http://blog.iqmatrix.com/habit-of-thinking-big):

• Procrastination holds you back and pulls you away from moving forward in your life.
• Short-term thinking denies you the ability to see solutions that lay a few steps ahead.
• Negative thinking prevents you seeing things that are possible to do now and in the future.
• Making excuses focuses you on what you don’t want to do, be, have and achieve.
• Solving insignificant problems distracts you from what’s most important and from the BIGGER picture.
• Over-analyzing things wastes time and energy on small matters that are of little significance.
• Seeking perfection forces you to dabble in things over and over again in an attempt to achieve the impossible.

Before implementing any big change identify your Ithinkers and some of the Ithoughts they may have so you can address them early and often to help them through the transition. Dave Ramsey said it best, “Weaknesses should not be seen as limitations, but rather as opportunities for change.”

Scriptures:

Philippians 2:4          Proverbs 21:5             Proverbs 4:7          

Introducing...Our Repair Technician

My name is Robert Ynostrosa. I've been with life-support systems for 11 years six months 11 days and three hours. It's been a fun interesting and amazing ride. I've been afforded the opportunity to work in different departments. I now work in the repair facility and work hand-in-hand with operations. The team we have is great to work with. The leadership training program has influenced me to strive to be better in everything I do. It has taught the other leaders and myself to work together on reaching the same goal by making communication and being intentional an essential part of everyday life. Striving  to work on all cylinders like a well oiled machine. Like any other Great organization or team, Life-support systems has a clear identity and direction of where they are and want to be.

Interest: I'm 97.4% proud parent of two late teenagers. Not a100% because they try to embarrass me in public. We're fun like that. My daughter graduated high school this year and my son will next year. My family is very close. My father is the absolute best man I've ever known.

When I'm away from life support, I generally enjoy spending time with friends. Since my kids are too cool for me these days I have plenty of alone time. I'm a professional nba and nfl observer! Camping is my time to truly unwind and clear my head. My goal is to visit more vacation destinations abroad.

Something I learned in sports is " hustle beats talent when talent doesn't work hard". I taught my son that there is someone always stronger faster taller. But not everyone plays with the same heart. Always play with heart. That applies to work and life. Give your best and you'll have no regrets.

Becoming King of your Stress Mountain

Stress has become a common word in every leader's vocabulary. As a culture, America seems to thrive on the adrenaline of riding Stress Mountain like a theme park roller coaster. Just like a roller coaster, riding Stress Mountain too long can cause you to get sick and have serious side effects. As a leader and a healthy human being you need to find a way to become king of your stress mountain.

Stress can be overwhelming physically, emotionally, mentally, and spiritually. It is important for you and your team that you learn to manage your stress in a healthy positive way.
Stress Defined
Stress is a state of mental or emotional strain or tension from adverse or very demanding circumstances.

Where does it come from?
Stress can come in so many shapes and sizes. It can be as little as a slightly faster turn on the lazy river or as big as the Texas Giant. People, work, home, physical illness or injury, mental fatigue, poor communication...the list is as endless as the lines at the local theme part.

The truth is the majority of the time our stress is created by our reaction to the circumstances, not the circumstances themselves.

 As much as we try to pretend it is out of our control, we decide how we react. You can take ownership and control of your reactions! When you step back from a situation and view it like a spectator mentally, it is much easier to remove emotion, not be reactive, and keep the situation down to size. It can keep you from stepping on to the Stress Mountain heart stopping roller coaster you may be used to and put you on a easy kiddy swing ride.
Expectations are the root of all disappointment. Ask yourself if your expectations of a situation are realistic. Are you giving others the same understanding and consideration you would want from them?

How do we take control?
*You need to know what triggers stress for you and start creating solutions to minimize the opportunity for that stress.
*Know your limits and communicate those limits to your team.
*Ask for resources that can help reduce work stress. Do not assume the answer is no.
*Budge your time and be intentional with it.
*When facing stress: Define the issue, make a plan, and follow the plan to resolution. This keeps the issue from getting bigger than you and takes back your control of the issue.
*Do not let broken processes cause stress by ignoring them. Speak up and take time to resolve them with your team.
*Only carry what you must. Give the load to the real owner. That can mean delegating to a team member or communicating to a manager when you have taken on more than you can effectively work through.It can also mean being true to your faith and giving your worries to God.
*Beware the little complainer! When your inner dialogue goes off and starts telling you how hard it is, how bad it is, and how you just can't even, stop it. Catch yourself and shut the little complainer down.
                Ask yourself if your complaints are valid, are they resolvable, and who can help resolve the issue?                 Then take the issue to that person or start creating your plan and resolution.
                Also ask yourself if you are letting something minor become a major stress?

What does Stress Mountain do to you?
*Long-term stress lowers your IQ!
*Chronic Stress has similar side effects to what you find on a medication label:
         -Headaches            -Diarrhea         -Anxiety       -Constipation         -Depression       -Body aches
         -High blood pressure                     -Infertility       -Heart Disease      -Reduced Immunity
         -Diabetes                -Ulcers           -Heartburn     -Nausea                -Reflux              -Vomiting

Stress management basics
Be intentional about:
*Getting sleep                        *Exercising
*Eating well                            *Drinking water
*Researching stress management tips
*Being in the moment: Leave yesterday in the past. Plan for tomorrow but do not let tomorrow steal today.
*Ask yourself "What in this moment is a problem?"

Articles
http://www.healthline.com/health/stress/effects-on-body
http://www.cpmedical.net/articles/could-chronic-stress-be-lowering-your-iq
http://greatist.com/happiness/23-scientifically-backed-ways-reduce-stress-right-now

Scriptures

Luke 21:34                     Philippians 4:6

Introducing....Our Route Team Leader

Hello to all that are reading this blog! My name is John H. Smith, born and raised in Fort Worth, Texas. I am a proud father of 3 kids: 2 boys and 1 girl. They are one of the reasons that I continue to move forward in life. Growing up, I was raised by a loving but stern grandmother and she taught me how to be caring, firm, loving and treat others with respect. She didn’t allow me to become a product of my environment and/or my surroundings by instilling the foundation of faith and God in me. Besides enjoying my children and family and all that they have going on, I do have interest/ hobbies that I love doing or watching such as basketball, mixed martial arts, cleaning, and just good ole quiet time. Two of my major interests are anime/comics and Asian weapons and art. I guess from all of those late night martial art TV shows and Bruce Lee of course. I adapted one of his motto to my life:

“Don’t pray for an easy life, but pray for the strength to endure it” …..Bruce Lee

My other motto is:

“You may not always choose the right path and it may be rough, but keep pushing forward and it will eventually open up and show you a beautiful valley”……John Smith

I use both of these mottos even in the workplace today. “Wait!!!!  What workplace?” You ask. Well Dallas Life Support Systems where I have been technically for 2 years now. I originally started with Dallas Life Support  on November 8^th 2010. Since I’ve been back I have grown more within the company. I was promoted last year to Route Team Leader and that is my current role today.  I enjoy what I do plus I work with a bunch of wonderful team members and along side the great leaders of the company. In my department (Operations/Routing) I have a group of guys that rock, are stellar, fantastic and hard working that I have the pleasure to lead every single day, the Patient Service Technicians (PSTs).

It’s funny because I never knew what it meant to be an actual leader until I started taking Entreleadership training provided by the company and instructed by LaDusta Robinette. The information and insight that it gives allows me to focus what I need to do as a leader and within my department as a whole. From the Leadership Training I have learned to be open with people, so they can be open with me and about being intentional and direct when speaking with someone. It drew out qualities that I thought I had lost, but awaken qualities that I didn’t know I possessed.  This training has awakened Dallas Life Support because you can feel a sense of new life being breathed into the company. With that new life it has boosted morale, opened up communications that were once lost and an understanding of what the goals are for the company.

Thank you for taking time out to read this blog…..I will now return you to your scheduled broadcast show!!!!

                        

Tips for Working with Different and Difficult People

At some point we have all had to work with or interact with someone that was either very different from us, or very difficult to work or interact with either in our personal or our professional lives. Some of us are naturally stronger at interaction with others and rarely feel challenged in that area. Many of us have to work at this and as leaders we should be intentional about our interactions with everyone.

Working with Different People:

So how do you work with someone that is very different from you? There is a long list of check boxes to describe how we can be different: sex, age, financial status, education, race, ethnicity, political views, religion, nationality....A very long list. Each of these boxes can indicate more difference between us and can cause more misses when we communicate, how we perceive each other and other's intentions, and how we present information to each other. 

Here are some tips to close those gaps:

*Understand Different Personalities: You do not have to understand how others think necessarily, but you do need to understand that not everyone thinks the same. We all have different personalities. If you can take the time to identify someone's basic personality, (DISC profile for example) it can help you understand why there is a difference views. Leaders should spend time identifying their team's basic personality styles. As a company we are spending some time on this so we can be more intentional in how we interact with our team. 

*Common Ground: Make an effort to find common ground, if not on a specific topic, in some other areas. When you are able to connect on something it makes it much easier to work through the areas you have a disconnect in. 

*Be Open: Try to understand their point-of-view, even if you disagree with it. If you can at least understand where they are coming from it can be easier to meet in the middle.

*Communicate:  Be honest and upfront about how you are feeling as early as you can. If you communicate that you recognize there are differences and you do not want there to be misunderstandings it opens up the opportunity to discuss them when they arise. I have tried to communicate to my team that I know the way I communicate can come across very different from what I mean to communicate and I have a standing invitation for them to let me know if they feel I am coming across in a negative light. This gives me a chance to clear up the confusion or restate my point in a better way.

*Be gracious: Always be more kind and understanding than what is expected. Any possible differences can be overcome when both parties are being gracious and respectful.

*Different is Valuable: Recognize the value in differences! When a team is able to tap into the different view-points each team member brings, they become a creative force to be reckoned with! We need people to challenge our views in order to grow and become more than we can be on our own. 

Working with Difficult People

Most of us have someone that comes to mind when we think of interacting with a difficult person. We all know them. The ones that we feel exhausted after every interaction we have with them. Nothing is ever easy with them. They have to be right, they have to be loud, they talk over everyone, they bully others with their bad attitudes, or they are just too negative. Most of the time they are what I call an emotional bully. Sometimes they are just people with strong personalities having a bad day. In either case, here are some tips to help you navigate those stressful encounters:

*Personalities: Again, it is important to understand the difference in different personality styles. Someone may seem like they are being difficult, but it might just come down to the difference in your personality styles. When you can see that, it becomes much easier to interact.

*Ask Yourself...Is it me?: Be willing to reflect on your part in the interaction. Is the other person actually being difficult or are you just being reactive expecting them to be difficult? Are they just asking you to do something you don't see the value in or want to do, and that is what is difficult? There are times the other person doesn't even see they are being difficult or even worse, they see you as the difficult one. So take a moment to ask yourself if it is you.

*What can I do?: Is there something you can do to improve interaction with them that requires little to no effort on your part? If stopping by and saying, "Hi" once in a while makes them feel you care and takes you off the list of people they feel tension with, then do it! As a leader you should be intentional about creating positive interaction with the whole team anyways. Often small gestures like saying "hello" or bringing them something they printed off the copier will make them want to interact more positively with you. 

*Keep it simple: Keep your communication with them simple and focused on the subject at hand. Do not bring up past issues, personal situations, or anything off topic. If they bring up off the topic issues or start to become negative, redirect the conversation back to the topic at hand. If necessary shut the conversation down if they will not allow you to redirect.

*Remove emotions: Remain very professional and calm. If you do not let your emotions into the conversation, it becomes very easy to navigate their emotions and recognize when they are using them to get their way.

*Stand your ground: Do not let their bad temper or negativity make you back down. Stand your ground calmly and professionally. 

*Create boundaries: Be very clear, honest, and professional in all communication. If you have someone that wants to complain or be negative, create boundaries by always redirecting them or letting them know you are there to listen, but not to listen to them complain. 

*Pick your causes and words wisely: You do not always have to react. Be smart about what you respond to and how you respond. Just because they are speaking louder does not mean they are right or that you cannot speak up in a more appropriate time and setting. Now and then, just let them have their moment and walk away from it because there was nothing of value to gain by engaging with them. 

*Use Appropriate channels: It is easy to start using inappropriate means of communication or circumventing the chain of command to avoid interaction with difficult people. ALWAYS use the appropriate channels of communication and the correct chain of command. If someone is being difficult, it will come to light. If you do not have a healthy corporate culture you may not feel like it will. That is another issue to address in other ways. 

*Be gracious! Always be kind, respectful and gracious. When you stand firm on being gracious, it makes their bad behavior much easier to see. It can make it difficult if you are resorting to bad behavior and being reactive to them for the leaders to see the difference between you and them. 

My motto applies here: A good person tries to do what is right, no matter what anyone else is doing or who else is or is not watching.

Remember to always be intentional, in the moment, and not reactive and you will find working with different or difficult people to be a much easier task than it has been. 

Here is a good article to read on the subject http://www.forbes.com/sites/travisbradberry/2014/10/21/how-successful-people-handle-toxic-people/

Scriptures

Luke 6:27-31                Romans 12:3           Colossians 4:6                    Matthew 7:3-5

Communication is Key!

Communication is vital to every relationship and every interaction. It is truly the key that can lock or unlock any door. This was by far one of my favorite leadership training sessions. In this session we viewed a video from the Entreleadership program, "The Importance of Great Communication" where Dave addresses communication.
There are many opportunities for different forms of communication for leaders. Each type of communication can have its pit falls. Great leaders learn to use communication in all forms to have the most positive and intentional impact on the team. Here I will discuss face-to-face communication and written communication.

Face-to-face
As a leader you should be making time to speak to your team in person and often. Dave Ramsey says "high quality organizations have high levels of communication." They also have high quality communication. Leaders are intentional with speaking in person and are aware of their tone and body language. Face-to-face communication allows you to address concerns and questions immediately. It allows the leader to use tone and body language to support the meaning they are trying to convey.
           The pit falls-
           Outside baggage-There can be a lot of interference in face-to-face communication. We tend to bring more with us than just the subject at hand. We bring our mood, our past, our philosophies our emotions, our fight from this morning, or worry about tomorrow...we bring baggage. When two people talk and they both bring their baggage it can become a mess very quickly. All of that baggage can create a barrier where what you are saying or what you are hearing is misunderstood.
           Tone def- The tone can be misunderstood or not in tune. You may mean to sound like you are joking but it comes across harsh. You may think you sound happy, but you sound irritated to the person hearing it.
          Every  Body talks- Body language can be easily misunderstood. If you are not being intentional and aware of your body language you can send a very confusing message. For instance, if you are fidgeting while someone is talking about something that is serious to them, they may feel you are in a hurry to get out of the room or distracted.

Written
  Written communication should be for clear concise communication and should be well thought out. It should not be used to avoid difficult conversations. For the most part it is very impersonal and good leaders want to be personal. It can be used to convey positive praises to the team or to document the facts in a situation when necessary. Emails are a great way to follow up a face-to-face talk to be sure all parties are on the same page about what was discussed. I used this with my team to give them an opportunity to ask questions later and to clarify what we discussed so there is no misunderstanding or "Opps, I forgot we discussed that, " later.
      Monotone- Written correspondence lacks all the tones we use when we speak to allow our audience to read into what is the meaning behind our words. This leaves the tone up to the reader to decide and open for some real misinterpretation.
     Lacks body-Written communication is also missing the body language that can support what you are trying to say.

Things to remember
*Leaders should always be clear, transparent, professional, and respectful.
*Communication should be early and often.
*Do not wait to discuss matters for the perfect time and risk not getting information to your team when they need it.
*Communicate about the positives and the negatives because both are important. When positives are not discussed you harm team morale. When negatives are not talked about the team will not trust you.
*Avoid gossip (communicating to anyone about a situation that cannot fix the situation.)
*Do not assume communication has happened.
*When there is doubt, go directly to the source and ask questions.
*Communication is the key to finding solutions.
*Leaders should never use communication in a way that causes harm or embarrassment to anyone, especially in front of others.
*Communication should always be in the right setting, at the most appropriate time, with the appropriate people.

Listening is just as important as talking in the communication process. Leaders, be sure you are really listening and not just listening to respond.


   

Scriptures
James 1:19               Ephesians 4:29               Psalm 141:3          Proverbs 15:2        Proverbs 12:18
Proverbs 16:23         Colossians 4:6               Proverbs 25:11      Proverbs 18:13

Introducing...Our Customer Service Team Lead

My name is Yolanda Wallace Ellis and my awesome Father in heaven sent me to LSS 6 years and 8 months ago for such a time as this. He spoke to my spirit and clearly said “I sent you to LSS to be a light” Oh how I pray that my work ethics and values have had a huge impact on my fellow co-workers, patient’s, family, and referrals throughout the years.

My gifts and talents have been displayed and utilized in the Customer Service Department the entire 6 years I have been with LSS.  I am very passionate about what I do and I live by the saying “If you love what you do, you will never work a day in your life”. Well that sums it up!

The past few months have been such a refresher for me in the work place spiritually, mentally, emotionally, and I could go on and on about how being in attendance of the leadership class has played a huge role in my transformation back to the positive, encouraging, and motivating person that I have always been. The topics that LaDusta has been focusing on from week to week has truly been informative and has gotten me back on track to being that person with compassion and understanding toward my C/S Team and work family. I have been retrained on how to approach situations and obstacles with good intentions and to not respond or react based on emotions. Last but not least she opened up my eyes to see ‘My Story’ and to the understanding that I am much greater than the roles that I play in my everyday life such as being a wife, mother, sister, aunt, etc;. “I have a much greater purpose….. “ Yes, I like that and I believe it.

The Leadership training has also been a positive tool to open up and improve communication within the company as a whole and this alone has been a huge morale booster. (IJS)

About me: I am married and have been blessed with 9 beautiful children along with several God children that my Father in heaven felt a need to send into my life. (I’m still asking Him about this)

Interest/Hobbies: Spending time with my family, dancing, GIVING (my time, money, energy) to help others, reading and writing.

My motto: To always strive for greatness and give it your all. While at it, always do the righteous thing with no hidden motives. Let it be from the heart. If you can do it with no regrets, while no one is watching, then you are doing a righteous act and it will not go unnoticed by the Father. I have adapted this motto and actively live it because I desire to hear “Job well done my faithful servant” once my journey in this life has been successfully completed. 

Motivation and Inspiration: Powerful tools

Motivation and inspiration are two important tools in the leadership tool belt. Much like the hammer and screwdriver, they can be used to build or destroy. A strong leader is continually reading and researching to learn how to become a better leader. One of the topics you will find a lot of information on is motivation.

There are many motivators in life. Here are a few of the good, the bad, and the ugliest of them:

The Fear Factor -Managers and supervisors with weak leadership skills often resort to fear as a motivator. Fear of losing their job, fear of being berated in from of their peers, fear of being retaliated against...There are many fears that can be used to motivate a team like a sledge hammer.
 Fear is undeniably effective in the short-term, but it will cause the strongest team members, or thoroughbreds as Dave Ramsey calls them, to leave and you will be left with donkeys (the weakest team members). Donkeys will take the abuse and continue to churn out mediocre work Ultimately the stress of working for one of these leaders results in high turn over and lack luster performance from a team of Eeyores. You can probably imagine the work environment surrounding that team with that kind of leader...

Money Talks-Only a fool would deny that money can be a motivator. A competitive pay is important to keep a team of thoroughbreds, but throwing money at them will not keep them for long if there is not good leadership in place. If a team member is more interested in the all mighty $ than what kind of work they will be doing, the company's values, and the team environment, then they will always be looking for the next big check. Caution to leaders: there is no loyalty in an employee that lets you know money is the route to their heart.

Recognition- Recognizing both the good and the bad performance of the team creates a framework for the team. It tells them what is expected and what is not acceptable. Openly recognizing both consistently helps your team trust that you are being honest and real with them.

Being heard-Your team needs to know their requests, complaints, praises, etc are not falling on def ears. Give them feedback. Letting them know you hear them, even if you are not able to give them the answer they want makes them feel valued. They feel respected and valued when you give them a voice in company decisions.

Autonomy- (The quality or state of being independent, free, and self-directing.) If you have worked for a micro-manager you know it can be very demotivating. A team that is given the ability to manage their work without constant supervision has job satisfaction and it quickly separates the race horses from the Eeyores.

Shared Vision-In my experience, shared vision is the greatest motivator and the best tool in a leader's belt. It is the golden Swiss-army knife multi-functional tool of all tools! Thoroughbreds want to follow strong leaders that communicate the vision and are capable of getting them excited about the vision.
A team environment is a happy place to work. A team pulling together to reach the same goal is a powerful force. The excitement and energy spreads through the team and creates its own momentum. Leaders should invest large amounts of time and energy into creating a shared vision the team can get motivated about.

Inspiration is a little harder to nail for a leader. You can find ways to push people to work but using inspiration to get them excited about it is true artistry and requires being very intentional.

Think about all the things that inspire you. This is an emotional reaction, which should tell you as a leader that it requires a genuine heart-posture from you. It cannot be done from a place of manipulation or deceit. Inspiration is where persuasion and passion meet to create an emotional response. In the hands of a good leader the power of inspiration takes motivation to the next level.
First, leaders should recognize that you cannot truly inspire an audience that does not care about you. Talk to any writer in Hollywood or on the New York Times Best Seller List and they will tell you that the audience has to feel something about the character before the story can resound with the viewer/reader. Your team will not be inspired if they do not see something in you that they respect and care about. Be intentional about being someone that they see:
                        *They can trust.
                        *They want to follow (lead by example. Do what you want them to do.)
                         *They know cares about them.
                         *They respect and they know respects them.
                       ****They know is excited about the same vision they are being asked to be excited about!
Simply seeing you fight for what is right, looking out for them, and being a good person has their attention and can be inspiring in and of itself. Seeing you own your mistakes and work to correct them can be inspiring to your team when they struggle with their mistakes. It is powerful.
Your mission statement as a company, as a department, as an individual should speak to who you are and what you are here to do and can be used to help inspire the team. Tell your team the story of where the company came from, what it has gone through, and where it will go. Your story is an inspirational tool. Celebrate victories, small and big, every chance you get. This is inspiring to your team and it motivates them to be the next victory to be recognized.
Please feel free to comment ways you have inspired and motivated others! Challenge yourselves to motivate and inspire someone this week. Be intentional!!!

Scriptures

Thessalonians 5:11        Ephesians 4:29        James 4:6    Hebrews 10:24-25       Proverbs 12:25