With disturbing employees engagement figures published in by Deloitte, where 88% of all people who work in this U.S feel they work for an organization that does not care about them, and three out of four are disengaged in what they’re doing according to Gallup, no wonder why customer service is taken a hit and we see a rise of customer complaints, employees sickness, mental illness, anxiety and a decrease in NPS score, customer loyalty even more alarming a dip in footfall and with this crisis how many businesses will be closing their doors!
We are entering into a new Era, it is time to evolve into the next phase of higher consciousness where every single one of us has to become accountable for our environment, our colleagues and our customers.
Over the last three decades of being in the service industry, I have discovered new techniques like Feng Shui to help create a better environment, then I trained as an NLP practitioner so I could help myself feel better and do the same for others. I learned tools such as Mindfulness, Resilience, Emotional Intelligence to understand others better and create a more harmonious life, be brilliant, bold and strive.
I have pulled of all those techniques together to bring a more holistic approach to Employee Experience and Customer Experience; I have developed my C.A.R.E framework and the core principles to apply to be an authentic leader, a present parent, an engaged employee, ultimately a caring human being…
Congruence, such a powerful word and the ‘C’ of my C.A.R.E Framework…
Congruent comes from the Latin verb congruere “to come together, correspond with.” Figuratively, the word describes something that is similar in character or type.
Congruence is a term used by Carl Rogers (a humanistic psychologist) to describe a state in which a person’s ideal self and actual experience are consistent or very similar.
Being congruent is all about being honest with yourself and committing to doing exactly what you tell others to do as well as acting in a manner consistent with your values, learn how to become someone who is congruent in what you believe and what you express through your behaviour and be respected and admired by others.
Are you being honest with who you are?
Are you true to yourself and to others?
Do you walk the walk and talk the talk?
Do you align all of your decisions with your values?
How do you show the world you are being congruent?
Accountability is a noun that describes accepting responsibility, liable, or answerable and it can be personal or very public. It starts with you, and it has to apply at all times and to everyone.
Accountability, the ‘A’ of my C.A.R.E Framework…
The term accountable originates from the Latin computare, “to count.” To be accountable required a person to produce “a count” of either the properties or money that had been left in his care.
We are entering into a new Era, it is time to evolve into the next phase of higher consciousness where every single one of us has to become accountable for our environment, our colleagues and our customers. Learn the techniques to become accountable and build trust, respect and relatedness with others. Become a person who takes 100% responsibility for your actions, speak up, don’t get into the blame game or begin finger pointing and look for solutions when there’s a problem.
How do you respond to events happening around you?
Can people count on you?
Do you take full responsibility for your actions?
Do you blame others when things go wrong?
Do you suffer from victim mentality?
Resilience, the third principle to being a caring human being
Resilience; the ability mentally and emotionally to bounce back: like an elastic you pull and then come back to normal but will we ever come back to normal after this extraordinary period?
Perhaps we will have extended the elastic so much that it will have no elasticity left and we will have to move forward with the new ways to live…
Resilience is the ability mentally and emotionally to bounce back when things don’t go as planned. The fact is that we’re going to fail from time to time: it’s an inevitable part of living that we make mistakes. Learn how resilient people don’t wallow or dwell on failures; learn how to acknowledge situations, have the strength to learn the lessons you need to learn and then lean forward so you can move on to bigger and better things.
Do you think babies when they start walking they think after a few days, ho sod it… I can’t do it, I will shuffle on my butt for the rest of my life!! No they keep going and going and going until it becomes a habit, until they are brilliant and strive at it…
What are your current challenges?
How do you speak to yourself?
Are you a glass half empty or half full?
Do you need others to motive you?
Do you celebrate the little things in your daily?
Emotional Intelligence: the ability to recognise and manage our emotions and those of others discern between different feelings and label them appropriately, use emotional information to guide thinking and behaviour, and manage and/or adjust emotions to adapt to environments or achieve one’s goal(s).
Becoming an emotionally intelligent person will enable you to understand, use and manage your own emotions in positive ways to relieve stress, anxiety, to communicate effectively, to bring empathy and compassion to others, to overcome challenges and defuse conflict. Emotional intelligence also helps build and nurture relationships, succeed at work, and achieve career and personal focussed outcome. It helps to connect with our feelings, our values, it gets you to take actions and make necessary decisions that are right for you.
Are you mindful of your own emotions and recognisse how they affect your thought?
How well do you communicate with your colleagues?
Do you feel comfortable socially and recognize the power dynamics in a group?
Do you inspire and can influence those around you?
Can you control impulsive feelings and behaviors?
I developed this framework to support and guide people to transform their life and feel good in their environment, in themselves and with others and ultimately be in a fantastic position to deliver exceptional customer experiences. Happy Employee = Happy Customer = Happy bottom line.
It’s time to take C.A.R.E of yourself and your employees so you can grow, be brilliant and strive.
Discover my new Papillon 12-week Coaching Programme, following the C.A.R.E framework. CLICK HERE