People with Soft Skills with Cheryl Gould an Sam McBane Mulford
She had us start with a creativity exercise and then shared that:
- 98% of 2nd graders consider themselves creative
- 50% of 5th graders consider themselves creative
- 2% of Adults consider themselves creative (how sad)
How often do we judge? “Play is the highest form of research” – Albert Einstein
Hard Skills – ability to perform a task v. Soft Skills – ability to interact effectively with others
Customer Service Skills
- Initiative and responsibility
- smile on the phone
- Look Up! Be attentive – make eye contact and smile
- Use conventions – please, thank you, you’re welcome
- Active listening
- Willingness to try
- Open body language
Foundational Skills – Bridge to Anywhere – Learnable Set of Skills:
- Be Present
- Listen non-judgementally
- Accept offers
- Reframe failulre
- Take Risks
- Support you partner
- Yes, and..
Benefit from Diversity of Opinions!
Play pen game – think w/out a box – what is this pen? A toy? A hair holder? A tool to impale someone with? “Yes, that’s exactly what it is.”
Build on ideas – spark off what someone said – ideas are open to all.
What gets in the way?
- Talking over each other
- Poor communication
- Judging environment
- Lack of shared goals
Book to read: Creating We
If you ask a question, listen to the answer and Be Respectful!
Social: Why our Brains are Wired to Connect by Matthew D. Lieberman – You need to SHARE Information ACROSS the Silos
- Recognize that there is a problem – did you just piss someone off?
- Feel safe enough to say why they are upset
- Admit mistake and apologize
Speed of Trust Communication and trust – costs of having low trust in an organization are HIGH. Low trust = expensive checks and balances and road blocks
How do you have safe feedback Notice it in yourselves.
What’s good about That? Game:
- Support partner
- Yes, and skills
- Find something to appreciate about what the person just said and build on it and add to what the person who just spoke said.
- Easy to implement
- Notice when you are judging yourself – not being present or not listening
- Play! It’s good.
- Have a walking meeting – get you out of your comfort zone and stimulate creative thinking.
- Make it safe to ask for help and/or admit a mistatke
- Get 360 degree feedback
- Make things fun
- Make it less serious
NEW TedTalk to watch: tony Robbins about feeling significant