Prioritization - What is That?

As I continue my posts about interpersonal skills, one area that I have used my interpersonal skills as of late, is in the area of prioritization.  You want to talk about having to be a strong communicator, negotiator, influencer and facilitator.  My goodness!  Prioritization is not black and white.  It's definitely not black and white if you are working with a lot of different partners, who also have processes in place, where they have a pipeline of work they have to prioritize.  Prioritization has always been an interesting topic to me because it is really based off of someone else's perspective.  Even if you have created a process of prioritization that is based on calculations, it is still someone's perspective on how that calculation should work.  As I work with clients a popular question that comes up is, "how do you get everyone to agree on work to be done?"  I will be totally honest, I don't have a direct answer to these question as I experience these challenges every day as well.  Everyone situation is different because the players are different.  Depending on the players may determine the approach you take.  However, I can provide some guidance on some things to keep in mind as you go through this process called prioritization.

• Communication is Key - I don't care what type of methodology you use, or the environment you are in, if you cannot communicate you will not get anything accomplished.  What I find interesting is that most people thing they communicate well when in actually they don't and and there is opportunity for improvement.  It's not just what you say, but how you say it.  The tone you set to conduct this prioritization will determine the responses, and engagement, you will receive from the audience throughout the process.  I would recommend that you don't come off like a dictator.  I will give you an example of something I have experienced in my career, as I have sat in many meetings, where items needed to be prioritized.  I was in a situation where I worked in a matrixed environment.  For those who may not be familiar with a matrixes environment, I reported directly into one leadership chain in the organization, but was a dotted line to another one that I needed to work closely with.  The leadership chain I was reporting into had prioritized some process work that needed to be done.  However, in the matrix environment I was a dotted line into, they also had a huge initiative they were leading where my team was needed to conduct some work as well.  The approach that was taken by this other group was to come in, advise me that their initiative was the highest priority and advise that is where the focus should be.  That didn't work too well for me for a few reasons:

• Issue #1 - This individual did not even take time to understand the current environment being new to the organization.  Nor did they take time to understand why the work was prioritized the way it currently was.
• Issue #2 - The individual pretty much came in and told me what I needed to do (really this was a bully approach).  This never works.  It definitely doesn't work for me, especially if you want me to partner with you.
• Issue #3 - This individual did not listen to my concerns on why these priorities could be not only conflicting, but impact how work would get done, because the same resources were being leveraged.
• End result- The communication approach totally turned me off and it ended up becoming a battle of wills.  I have to admit I do like a challenge so I was not giving in very easily, and frankly, didn't give in at all.  Actually, if I must be totally honest, I still would not want to work with this person regardless of how much skill is present.   The entire situation and approach turned me off.  Unfortunately, this happens all the time and one of the reasons getting anything prioritized is an act of congress.  Be very deliberate, and thoughtful, in your tone and approach as that can make all the difference in the world.  The goal is that when you leave the meeting that everyone agrees on the priorities established.

• Agreed Upon Prioritization Criteria -  It is imperative that everyone agrees on the ranking criteria.  As well as have clear definitions on what that criteria means.  Prioritization may not be just "high, medium and low".  There may be other reasons where you may need to use a numerical ranking system, or different levels of category.  The most important thing is to define the criteria and ensure everyone agrees with it. Try to be as specific as you can when you define the criteria as well.  
• For example, what does "high" really mean? You may define the category of "high" as: 
• Significant legal, operational and reputational risk to the company (i.e. will result in litigation if not remedied immediately, will cause significant operational risk and/or could potentially hit the media in a negative light).  
• High volume of occurrence (95% of negatively impacted accounts).  
• High negative customer experience (90% or more of customers are impacted).  
• You need to get down to potentially quantifiable criteria to give everyone the same perspective. Then you need to determine how everyone will come to agreement on the correct priority (i.e. what type of voting system do you use or decision system).

• Ensure All Needed Stakeholders Are At The Table - One mistake that is made is prioritization in a vacuum.  If you know that there are other areas of the business you will need to get the work done, engage them.  Other partners have a pipeline of work as well, so you may as well have that conversation upfront to get realistic time frames in place as you try to prioritize.  Also, you may need to incorporate their prioritization perspective in the criteria as well.  There may be other categories that need to be taken into consideration based on the work that is performed.  Don't get irritated or annoyed because business partners are introducing new criteria.  It's better to take that into consideration upfront than deal with the drama later.  Everyone needs to have a voice, whether you agree with that voice or not.  You just need to ensure you have a strong facilitator to keep everyone on task to reach the ultimate goal of prioritizing work that everyone feels comfortable with.

• Take Emotions Out of It - To be frank it's not about how you feel so get over that, and yourself, before you walk into the room.  It's all about getting work prioritized so you and your team can focus.  Get rid of the ego and ulterior motives.  There is no room for that and it provides no value whatsoever.  Nobody really cares about them anyway and it's a total waste of energy.  Walk into this conversation knowing you may have to make some compromises.  Definitely give your perspective and share concerns, but don't be driven by emotions  This is truly not personal so don't make it that way.  If everything you want doesn't happen, get over it.  Trust me your stress level will go down and you will be a happier employee.  Plus everyone around you will be happier too.  :-).  

• Revisit Your Prioritization - Once you have your prioritization list it doesn't stop there.  As you know, change is constant, therefore, priorities will change and shift.  Come up with a frequency on when you revisit your prioritization list. The priorities may have to change over time so this first blush doesn't mean the work is done.

Don't get me wrong, I'm by no means saying this work is easy.  It's not and it's been a constant challenge in my career.  It's hard to identify everyone who needs to be involved, let alone determining criteria.  However if you don't, it causes pain throughout the entire process.  It causes bottlenecks to where work cannot get done. The conversations are hard, but crucial and critical.  They need to happen.  We need to spend more time communicating upfront before we jump into doing all this work.  I'm still working through how to make this process less painful and I'm learning everyday.  I'm open to any other best practises out there as well so please share.

Happy prioritization!!! :-)

Regards,

Paula A Bell Consulting, LLC

Twitter: BAMartialArtist

Web: www.paulaabell.com

Communication in Handling Conflict

Handling Conflict

 

In any relationship there will be conflict at some point. We are all different and will not always agree or have the same perspective. I had an opportunity to speak to someone I'm mentoring a week ago and she is having some challenges with one of her coworkers. She advised that she was going to look up some books on how to avoid conflict. I wouldn't recommend avoiding conflict. I do believe you have to pick your battles sometime, but not all conflict is bad. It's all about your reaction and approach to the conflict. Whether in project teams or your personal life conflict will arise. Here are a few things I've used in the past to help with conflict:

 

1. Remove emotion - when you are emotional that will fuel the fire. If you are too emotional to confront the conflict at the time it happens then wait a day or two until you can address it rational. This isn't avoiding the conflict, but rather waiting until you can have a productive conversation to handle the conflict.
2. State facts - when a conflict arises recap exactly what happened. Don't add or take away from it. Don't try to add in your perception or what you "think" was meant. That only clouds the issue.
3. Listen, Listen and Listen Again - you have stated your peace now listen to the other side. You might be surprised it was a total misunderstanding because what was said, or done, was perceived incorrectly by you. Listening is power and sometimes just listening resolves the conflict.
4. Identify the root cause - in order to identify the root cause both parties need to be heard. Both parties need to come to the table with open minds and no biases. If you truly want to resolve the conflict then you really need to to get to the root of the problem. The 5 Whys can be used here to help get to that root cause.
5. Come to a resolution - the end hope is to resolve the conflict. Hopefully, going through these steps will help you get there.

 

Dealing with Difficult People 

Now what do you do if the other party doesn't want to play nice? This can be EXTREMELY challenging depending on the setting. Again, you can't control people, only your reaction to them. If you can't resolve the conflict by yourself you may need to bring in an unbiased 3rd party to help. It would be best to choose someone that is far removed from the situation and potentially someone you don't know, but respect.  If the other party isn't open to that, then ask them what they recommend to resolve the conflict? Put the accountability back on them to make a decision. If they can't make a decision and not willing to resolve the conflict you tried. However, now you need to figure out ways to cope and maintain with this person as this unresolved issue can cause a very awkward environment.

 
Here are some tips I've learned in my career on dealing with difficult people.  Specifically why they may be difficult and some counter actions you can do to work through the madness. 
 

1. Power & Control - sometimes people want control and don't want to relinquish that control by admitting they are wrong. How you can counter that is make them feel they have control, by seeking their viewpoint on decisions or ideas. This empowers them and allows them to feel heard. It makes them feel that what they say is valued and they are respected. It takes a lot of energy from you, but it makes your life easier in dealing with the person.
2. Hidden Agendas - political games or ulterior motives can motivate individuals to not solve conflicts. They have it in their mind what they and they are going to do what it takes to get their way. Again, your response to that is ask for their viewpoint, but in this case you're going deeper with your questions because you are trying no to figure out the hidden agenda. Once figured out you can strategize on how to work around that.
3. Lack of Self Confidence - it's amazing when others feel horrible about themselves they try to bring that vibe to other people.  Sometimes this can be a power play because people use their lack of confidence in themselves to bring others down, or make others lives difficult.  Sometimes they are doing this to make others feel the pain they are feeling and this is their way to do that. The way you counter this is recognize what the person is doing and not feed into it.  Don't them take you to where they are because once they do you have just fed into that negative energy.  Instead, listen to what they are saying and decipher the TRUE message they are trying to convey.
4. You're Perceived as a Threat - if you intimidate someone or threaten them their behaviors can show that vulnerability. I actually take this as a compliment sometimes because there is something I posses that someone else admires.  Recognize that you are deemed a threat and communicate in such a way that the other person feels they are being heard and their opinion or words value.  Don't feed into the threat and intimidation distraction.

How Does Communication Fit In This? 

Throughout the conflict cycle communication is key. How you approach the situation, the tone in which you use and the body language demonstrated can all impact the reaction someone else will have toward you.  Your communication style has been to very deliberate and thoughtful  Knowing your audience is key as well because you should tailor your communication to the audience.  This means you need to spend time getting to know the individuals you will be interacting with.  The investment upfront is worth mitigating the pain you could encounter without that investment.

Staying Focused & Communication is Key

Can we say WOW!!!!  2016 has already brought some challenges, but some great opportunities as well.  My word for 2016 is "consistency" when it comes to my personal businesses, and I must say in order to be consistent you must stay focused.  You must define goals and stay focused, consistent and disciplined on achieving them.  No matter what comes your way on this journey of life stay true to who you are.  

This year I'm going to focus a lot on interpersonal skills that are needed to be successful as a Business Analyst, but that you can use in every day life on my blog.  This month's skill I want to focus on is 'Communication'. I will give you a little taste on what I speak on concerning communication.

The reason I start with communication first is because, communication is key to achieving anything you want in this life.   Communication can be one of the most difficult skills to develop and sharpen as well.  Reason being is because everyone you come in contact with is different.  They have a different perspective and those perspectives can be based on things they have experienced in life.  You are dealing with difficult skill sets, strengths, areas of opportunities, etc...So how do you make this communication work?  That is the million dollar question.  Communication is not only hard with work relationships but it's hard with personal relationships as well. Based on my experience here are some key things  I have learned about what makes communication work and what doesn't make it work.  There is more to communication than what is below but here is a little taste.  :-)

When Communication Works:

1. When it's honest - honesty is still the best policy.  When people believe you, trust you, hold your words credible they are just naturally drawn to listening to you and being around you.  When you are trying to sell that new idea or influence change be honest with your communication.  Whether the news is good or bad you will gain more respect from just being honest.
2. When it's authentic - I have found that people are really yearning for "realness".  There is so much negative in the world that people don't want to deal with fake.  They want the truth and authentic communication.  They want to not fee like the wool is being pulled over their eyes.  The cliche "Keep It Real" is more true now than ever before.  When having those conversations with business partners be extremely authentic.  It goes a long way in your career and you will be known for being that authentic.  I know this first hand and have received the feedback this is what makes me stand out.
3. When it takes into account the audience - don't forget who you are communicating to or with when you are ready to communicate.  Not everyone can take communication the same way.  Some people can take direct communication and some cannot.  It's important to know your audience.  There are many ways to get to know your audience and we will talk about that later in the post.
4. When it's continually refined - communication is something that can continually be strengthened.  It's an art in my mind and can be fun as well as extremely frustrating.  I have found to never thing you have it down because once you do someone will cross your path who will shake that up.

When Communication Does Not Work:

1. When it comes off with ulterior motives - people are smart and can tell if you have ulterior motives.  There is nothing that turns me off more.  This goes back to being authentic and honest.  Just be authentic and honest upfront and save yourself the pain.
2. When it is not clear - communication works best when it's clear.  It eliminates confusion.  Sometimes it's hard to be clear and when not clear just apologizing helps.  No one is perfect and sometimes we don't say what we mean, but we can at least apologize and correct the situation.  Sometimes you have to swallow your pride or take a nice slice of humble pie and make it right.
3. When it comes off intimidating/confrontational - the minute the communication comes of intimidating you have lost the other person because the other person is immediately on the defensive.  They are thinking ahead of their next response to what you are going to say opposed to actually listening to what you are saying.  You can tell by body language, tone and response on if the person is on the defensive.  Once you recognize that you may want to change your communication style before the conversation escalates into something it shouldn't.

How can you strengthen your communication skills:

1. Training - There are a lot of communication training courses out there you can take advantage off.  One great course to take is Crucial Conversations.  Communication is hard and sometimes you need to have very difficult conversations.  Knowing how to have these conversations is powerful and can help alleviate a lot of unnecessary pain.
2. Networking - this a great way to get to know your audience.  The more you do a skill the better you will get at it.  The more you talk to different types of people the more comfortable you will feel in certain situations.  As you network you will see where your communication can use some sharpening.  Ask yourself, "Am I being authentic, honest, communicating clearly?" First impressions only happen once so make yours count.
3. Get Out of Your Comfort Zone - sometimes you have to get out of your comfort zone and take a risk.  Stretch yourself.  Maybe networking is not your thing, so branch out and go to an event to network.  Even take a friend with you until you get comfortable.  Maybe when presented with an opportunity to speak or do a presentation take that step to try it and see how you do.  The first step is trying.  You'll never know what you can do unless you try.
4. Request Feedback - remember feedback is a gift freely given.  Take the feedback and learn from it.  There is a difference between an opinion and feedback so ensure you are taking the feedback and determining what you can do better. 

And for those who may read this and say, "this is nothing new or this is common sense".  If it is, then why do we still have the issues we do with communication.  Typically a lot of people think they do interpersonal skills well and don't need any help in strengthening them, when in truth, the same ones who think they do it well, others think they do not.  Do some self-introspection and be really honest with yourself.  Could your communication use some strengthening?  I will be the first to admit this is an area I focus on and continually strengthen because this is a complicated skill, but a skill that is key to my success.  How about you?

Have a great month and talk to you in February!

If you want more from Paula on communication feel free to reach out to her at paula@paulaabell.com.  Also she is constantly adding new presentations and workshops to her website so continue to look at her website: www.paulaabell.com.

Accountability - 1 Word With So Much Impact

When you look up the word accountability in the dictionary you may find a definition that states: "the state of being accountable, liable, or answerable".  This word is a word that presents challenges on projects that I work on and even in my personal life. Holding yourself accountable is hard enough let alone having to hold others accountable. Though you may conduct stakeholder analysis and even outline roles and responsibilities on projects, the execution of accountability is tough. I have found that people shy away from accountability because if something goes wrong they don't want that held over their head or they consider it a blemish to their credibility. However, what's even worse is when you get the reputation of not being accountable which ties back to your character and integrity. If I can't rely on you to deliver what you say you are going to deliver, I get to the point where I can't trust you. To me that's a bigger blemish on you as an individual opposed to you not executing your accountability.  It's better to own the task, feeling, or question due to your accountability opposed to shying away from it.  If you are on a project team and are dealing with a person who never wants to be accountable try the following:

1. HELP - Help the individual understand why they are the best person to be accountable for the task at hand. If the project team, sponsors or leaders didn't feel they were capable of completing the task they would not have been accountable for it. 
2. THE WHY - Reiterate the importance of their accountability role and why it's important that he/she own and execute the items for which they are accountable. Explain the risks and/or consequences of what will occur if he/she doesn't follow through. 
3. RESEARCH- Before giving someone accountability for a task understand past trends of the individual. If the individual has a history of not being accountable you may have to go with someone else.  If you don't an option to go with someone else set clear expectations and give feedback in the moment.
4. SUPPORT - Provide as much support as you can for the individual to be successful. This may include additional information to help the individual to be accountable. 
5. MODEL THE BEHAVIOR- Most important - if you are not being accountable for tasks assigned to you, then don't expect any different from those you work with or have relationships with. Practice what you preach and walk the talk.

Accountability is something that is a challenge on projects and in life in general. This word has a lot of tentacles to it as it does define a person's character and integrity. Let your character and integrity separate you from the rest. Hold yourself accountable in all do and execute accordingly.   Also, admit when you mess up because you are human and will make mistakes.

Regards,

Paula Bell
BA Martial Artist

www.paulaabell.com

The Tenant of Self Control

One of my passions along with leadership and business analysis is strengthening at all times are interpersonal skills, which a lot of individuals are not interested in sharpening because they believe they have mastered them or individuals tend to just put the on the back burner and focus only on the hard skills. This to me is so sad because without the interpersonal skills you will not be as successful as you can be.  I'm speaking of things such as communication, relationship building, etc...

From an earlier blog post last year, one of the items I discussed is the five tenants of Karate. Those tenants are:

1.    Courtesy

2.    Integrity

3.    Perseverance

4.    Self-Control

5.    Indomitable Spirit

One of the tenants that have really resonated with me lately is self-control.  As I work with people either in business analysis, leadership and career development or event planning I have realized the importance of exercising this tenant without being taken advantage of. Understanding that if someone is hostile to you doesn't mean your reaction should be the same. Understanding yourself to know how to exercise is extremely important but you also need the balance to not be run over. In my dealings with people every day I have come up with the following tips on how to practice self-control in high pressure situations without compromising who you are or being run over:

1.   If someone is confrontational toward you exercise self-control by staying calm.  If they raise their voice then lower yours. It's hard to argue with someone if they aren't arguing back.

2.   If you feel yourself losing self-control walk away from the situation and address it when you are calm. Sometimes the best reaction is no reaction at all.  No need to add fuel to an already burning fire

3.   Understand your limitations. In order to interact with others you must know who you are. What makes you tick? How do you like to be approached?  Once you define who you are, you know your boundaries. This helps yourself control because you know when you are reaching your point of no return.

4.   Don't take everything personal. Sometimes we can take comments or words personally when if you really think about it, it was never intentioned that way. Your reaction to when things are taken personally can be EXTREMELY negative.

5.  Take accountability for your actions. Before you react, hold yourself accountable to think through the consequences of those actions.

No one can control you but YOU. Know that everything you do is a reflection on your character which defines who you are. People are watching you when you may not be aware. Don't do things that will compromise that character. No matter where you are be aware of your surroundings and actions at all times. Those actions can make you and break you.

Regards,

Paula Bell

www.paulaabell.com