Tag Archives: consumers credit union

12 Lessons Learned from #IntegrityCoaching

This morning I attended the graduating class for our Integrity coaching program @ConsumersCU.  

Michele, Julie, Aashna, Carmela, Lori, Stephanie all presented their learnings from the 2 month program.  I went through Integrity Coaching when I began 5 years ago and it was awesome to re-engage with the steps that build and reinforce leadership skills.

 There are bookends to the 5 Integrity Coaching steps:  Planning for the Coaching and Follow-Up/Accountability must wrap around each of the steps below: 

•Ask

•Listen

•Coach

•Praise

•Challenge


Graduates today focused on their greatest take aways from each step of Integrity Coaching. 

1) Listen without judging.   Strengthen your  leadership skills by opening up and listening.  

2) Ask open-ended follow up questions versus telling someone what you think they could or should do.  
3) The best way to help someone change their behavior is to understand it first.

4) Reward behavior you like to see in your team.

5) Delegation is a critical part of leadership skills. Allow others to learn and follow your lead, then let them take the lead themselves.

6) Leadership is a work in progress. We all need to work daily to enhance our leadership skills. 

7)  Say the word ‘challenge‘ when coaching.  “I challenge you to …. I challenge myself to….”  (And then hold yourself and other accountable) 

8) Know that leadership is challenging in itself. Work to make each day a great one and learn from the past.  

9)  Make time to be involved and present with your team.  Roll up your sleeves

10) Coaching doesn’t have to be formal.  Practice  “in the moment” coaching style. 

11) Create an agenda for every coaching session including Ask | Listen | Coach | Praise | Challenge

12) Tell your team when they do great things. Don’t be shy.  It makes encouraging improvements easier.
Integrity Coaching is a part of our learning at Consumers Credit Union.  The title explains the results. When you coach with integrity everyone wins.

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Where Did Human Kindness Go? 

February 1st came and so did sunshine. I thought this would make us all smile a bit more and treat each other a bit kinder. Alas, the sunshine didn’t mask an anger that some cannot seem to let go. We wake up daily to news reports (fake or not) about the latest protest – turned riot. We are short if any customer service we are confronted with does not meet up to our expectations. We then take out our frustrations on the individual trying to serve us.
My work involves serving both members, employees and our communities. 

Strike that.  

My work involves serving Steve, Elora, Kevin, Scott, Kristen, Carol, Rob, Denise, Jennifer, Brenda, Joe. (You get the picture)

 

I read in Bryan Kramer’s work that B2B (Business to Business) and B2C (Business to Consumer) service disappearing. Why? Because there is no such thing anymore. Instead, the purest form of service is something that has always been here’ H2H (Human to Human). Where did we lose the human touch of compassion, empathy, listening, and most importantly, caring for each other? This post isn’t about politics. It’s about how we treat each other in every day life. 

In the past 24 hours I’ve seen people posting on company facebook pages using horrific language and blasting something they feel is wrong. The vulgarity and pure hatred spews off the page.

                           
 Bette Midler sings in I Think It’s Going To Rain Today,  

                         Bright before me the signs implore me:

                         Help the needy and show them the way.

                         Human kindness is overflowing,

                         And I think it’s gonna rain today.

We all need to pick up the umbrella for Kindness.  For my work, it’s to focus on our guidelines that help ‘show us the way.’

Consumers Credit Union has social media posting guidelines. The guidelines help us all (members and TEAM) help each other. The guidelines are below. If we fall in the “NO” categories we will remove posts and we will send private messages why posts removed. If we fall into the “Yes” categories we will all have a much calmer, nicer day. 

  • No Vulgarity
  • No Name calling 
  • No Naming an Individual rudely 
  • No account information 

————————-

  •  Yes ask for help
  •  Yes make us all smile
  •  Yes tell us what helps YOU succeed
  •  Yes be kind

Technology can be a divider creating the opportunity to bully. Technology can also be a bridge creating the opportunity to connect and improve lives.

I choose the latter. And I like the term #H2H in day to day living. #Human2Human. Isn’t it interesting the word Humankind is full of Human and Kind 🙂 Let’s all try in our everyday interactions to #SimplyBeKind.

To read Bryan’s book link here:   http://www.bryankramer.com/there-is-no-more-b2b-or-b2c-its-human-to-human-h2h