Rest assured, this blog post is not about KISS. At some point in our career, we all have been kissed once or twice. This is most likely attributed to the complexity of our work and the pressure to do more with less.
Another valuable lesson that I have learned is not to assume. It is a mistake to think that I always have the right answer, that my reality is the same as someone else’s.
When it comes to decision-making, we have far more to gain than to lose by engaging with others. We can strengthen our choices and better serve those who are involved.
True to my habits of lifelong learning; Reading, writing and sharing new ideas enables me to better integrate knowledge.
With a good cup of coffee, this morning, I listen to Yves Morieux’s TED Talk Presentation:
Mr. Morieux believes that the management pillars: hard (structure, processes, systems, metrics) and soft (feelings, relationships, traits) do not work. These approaches create complicatedness, they are unable to foster co-operation and are counterproductive.
What is most interesting for me is the second part of the presentation: 6 simple rules for smart simplicity: Understand what your people do. Reinforce integrators, increase total quantity of power, increase the shadow of the future, increase reciprocity and reward those who cooperate.
Increase the shadow of the future is the pillar that attracted me the most: ¨Create feedback logs that expose people to the consequences of their actions.¨ the benefits of this approach is twofold: Every stakeholder is accountable for his/her participation in problem solving and for helping others. It also creates a shareable source of information, thus improving the collective intelligence of the group.
I am an incident manager. I help business owners reduce liability claims. I also negotiate cost-effective settlements before they become litigated. In most cases, I am the first contact with the customer that may have suffered a loss or damage. I feel at home in the trenches – there are no layers between the action and my interest to resolve the situation.
When your Customer Service team is overwhelmed by the sheer volume of customer inquiries, I can be complimentary to your team by taking the extra workload.
When your internal legal counsel needs cost-effective support to document matters or to negotiate the settlement of claims, I have the judgment and the experience to support your team.