Last month I talked about a practical approach to problem solving: Actionable Skills. I’m such an advocate for these types of leadership skills, that it’s the Biggest Leadership Hack I Wish Every HR Leader Knew.
Today I’m sharing more on this no-frills approach to leadership. Enough of the theory– let’s focus more on the doing. Practical, achievable skills pave the path to positive change in your organization.
Here are some examples of actionable skills to apply right now to your organization:
Communication Skills in Conflict Resolution
Actionable Skill: Active listening paired with reframing statements
Actionable Skills in Action
When your team faces a conflict, instead of simply advising employees to "listen better," train them to practice active listening.
Teach your team to LISTEN by:
Focusing fully on the speaker
Rephrase or summarize the speaker’s message to ensure clarity.
Example
Listen attentively to the speaker and focus on what he or she is saying. Respond with: “What I hear you saying is…”
This practical approach can be used instantly to defuse tensions and foster understanding.
Problem-Solving in Project Management
Actionable skill: Root Cause Analysis (RCA)
Actionable Skills in Action
When a project issue arises, instead of blaming surface-level causes, train employees RCA techniques to get to the core issue.
Teach an RCA technique like the “5 Why’s Method.” The 5 Why’s Method is a problem-solving method that explores the underlying cause-and-effect of a particular problem.
Model this RCA technique:
Begin with a problem.
Say: “What is it that you are having an issue with?”
This can help the team focus on the same problem
Ask:
“Why did this problem happen?”
Repeat the “Why” questions to each successive anwer until you reach the root cause of the problem.
This may take more or less than 5 “Why?” prompts.
Make sure your team sees eye-to-eye with each answer AND the final root cause
Example
If a project is delayed, employees would ask “Why?” repeatedly to uncover underlying issues, such as bottlenecks in communication or resource allocation, allowing for targeted, immediate corrective action.
Customer Service Techniques
Actionable skill: Empathy Mapping for Customer Responses
Actionable Skills in Action
Get specific with empathy training by providing a framework with practical applications.
Teach employees to create an empathy map for customer interactions.
Example
When handling a complaint, allow employees to practice:
Identifying what they customers might be feeling
Relating with the customer’s thought process
Identifying what the customer needs
This approach enables service reps to respond more empathetically and constructively in real-time, improving the customer experience immediately.
Sales Techniques for Relationship Building
Actionable skill: Mirroring Client Communication Styles
Actionable Skills in Action
Sales reps can practice adjusting their communication style to match a client’s tone and pace to build rapport.
Example
If a client is formal and detail-oriented, the sales rep mirrors that by providing detailed responses.
Employees can practice role-playing scenarios and implement them immediately to create trust with clients.
Time Management with Prioritization Tools
Actionable skill: The Eisenhower Matrix (Important v. Urgent Tasks)
Actionable Skills In Action
Teach employees to improve productivity on the spot by categorizing tasks into quadrants:
Important and urgent
Not important and urgent
Important and not urgent
Not important and not urgent
Example
Instead of struggling to juggle everything, employees can use the matrix immediately to prioritize, allowing them to focus on what’s genuinely impactful.
Leadership Presence in Team Motivation
Actionable skill: Practicing Visible Recognition
Actionable Skills In Action
Instead of vaguely encouraging leaders with the intent of "motivating the team," train your leaders to visibly recognize team efforts. This tangible method can boost morale tremendously.
Example
Public praise
Hand-written notes of appreciation
A small token of appreciation
Leaders can implement this immediately by acknowledging an employee’s specific contributions in the next meeting or even through a quick, thoughtful message. Be sure to always observe the Platinum Rule!
Level-Up Your Leaders
These actionable skills aren’t just about gaining knowledge; they’re about instilling practical, ready-to-use approaches that empower employees and leaders to make a difference in real time.
Ready to take your team to the next level? Book a call with John today to see how his leadership training can transform your organization.
Comentarios