360 Degree Feedback
An effective place to begin to improve one’s performance is with an
assessment of how one is perceived. The results are often surprising to
clients. With 360-degree feedback, we interview people who can impact the
client’s performance and career; e.g.:
Customers (both internal and external to your company)
Suppliers (both internal and external to your
The results are compiled, analyzed and discussed, and an action plan is
developed to address opportunities for improvement. In addition to
identifying and addressing “problems,” receiving candid feedback about one’s
strength often empowers clients to leverage strengths to a greater degree.
Because of the critical importance of the perceptions of others, 360-degree
feedback has proved to be a very powerful tool.
Promotions are usually based on one’s abilities to perform the key functions
of one’s previous job. Along with a promotion often come increased
leadership and management responsibility- often with larger teams and more
layers of employees to supervise. The ability to coach and develop these
people is often assumed to be present where it is not. Leadership is a more
natural ability for some than others, but everyone can learn to be a better
Interpersonal skills are key to one’s overall success as a leader. In fact,
in a study of 18,000 leaders at 562 companies (Leadership I.Q., Emmett C.
Murphy), key findings were as follows:
The most successful leaders (as identified by a consensus of people surveyed
at all levels) ranked the respect of one’s customers and the respect of
one’s colleagues among the top four critical factors in their success.
Less successful leaders ranked
customers and colleagues much lower on their priority list.
In failing to acknowledge the importance of these relationships on their
success, the performance of these less successful leaders suffered.
Another key finding of the Murphy study was that leadership can be learned.
We work with the client to:
Find his/her own leadership style.
Ensure that the client is bringing out the best in his/her staff.
Inspire and motivate his/her people.
In today’s stressful business environment, with conflict virtually
inevitable, it has become increasingly important for a leader to know how to
prevent combustible situations from exploding. How an executive handles
these situations, both small and potentially disastrous, can have a major
impact on business performance.
It is quite common for executives to avoid conflict or spend an enormous
amount of time experiencing stress in anticipation of a difficult
conversation. This dynamic creates a large and unnecessary energy drain.
With the right skills and practice, anyone can learn to handle these
difficult situations with calm and confidence.
We perform a variety of functions to help the client handle conflict
Act as an objective sounding board for ideas to ensure that issues are
handled in a constructive way.
Provide skills to enable a client to handle conflict more confidently on an
Through coaching, we help the client achieve the following:
These skills can be learned and practiced to produce spectacular results.
Clarify what is important in each situation and maintain focus on the big
Identify and remain aware of his/her interests, rather than becoming
sidetracked by anger or competitiveness.
Construct a productive point-of-view to present to the other party
Turn a potentially “bad” situation into an opportunity to build something
Building Successful Customer Relationships
It is well documented that the cost of acquiring new customers greatly
exceeds the cost of retaining existing ones. For those customers you wish to
keep, we can help you:
Develop a mechanism to receive regular feedback from
Develop more productive and profitable relationships with clients
Handle conflict more effectively
Turn a “bad” conversation into a good one
Develop “win/win” alternatives
Learn to find the opportunities in conflict situations
Acquiring these skills will not only improve business performance but also
reduce stress and increase enjoyment on the job. (See