Category: Uncategorised

Have you ever had a negative reaction to an email or text message you sent? Have you ever misunderstood a message you received? Were you ever disappointed by an email reply from a colleague in response to a request you sent them?

When email was first created, the intent was to replace paper letters.  When text messaging was created, it was to communicate information such as “I’m running late”, or “Can you meet at 11am?” We now use these tools for conversations (and some might say – overuse them for communication). In-person communication involves visual, verbal and vocal modes.    Communication in the digital world usually compromises at least one of these modes.

Professor Albert Mehrabian, best known for his publications on the relative importance of verbal and nonverbal messages, constructed psychological measures of communication in feelings and attitudes. The combined statistical results of two studies** concluded the now famous—and famously misused—rule that communication is only 7% verbal and 93% non-verbal. The non-verbal component was made up of body language (55%) and tone of voice (38%). Mehrabrian has stated “this equation only applies to a communicator talking about their feelings and/or attitudes.“  This is where emotional intelligence comes into play.

As our modern workplaces are increasingly digitally focused it is becoming even more difficult to express clearly what you say, what you mean and how it is received.  We still want our messages received with the right intent and not trigger unwanted emotional reactions.  Even though digital communication lacks visual body language, there are still digital cues we can use to minimise risk of miscommunication, and unintended reactions. It is important to learn the signals of digital body language to find better ways to connect.

Here are our top 3 digital body language tips you can use to ensure your message is clear and received in the way you want:

• Write your message as if you are the receiver: When writing a message, consider how the message will be received by others. Write your message as the receiver, rather than the sender. What elements of your message are important to the receiver? For example, if a colleague has taken the time to email you a detailed plan for your next project meeting, would they like a response from you just saying “Thanks”? Or would they like your feedback, maybe some positive comments on how much you like their work? Even when you are busy, take a moment to reflect and write your message based on how you would like it to be received. Consider these 2 questions before hitting “send”: Did I give enough context for what the receiver needs from me? Is my message clear? Remember what you write is not always what people read.So, write from the readers point of view.

• Consider your response time: While the context of your message is important, so too is the timing of your response. The time of your response sends a digital body language signal to your receiver.  For example: Taking too long to reply to an email could indicate a lack of time management or not caring about the topic of the message. Equally replying late at night or on weekends, could set an unrealistic expectation to others they should be working outside of normal office hours too. In the long term these actions can impact team dynamics which can lead to a breakdown in relationships. Consider setting expectations and agreements about response times. eg: No communication after a certain time, unless an emergency (and provide emergency examples).

• Proofread for the correct use of punctuation, abbreviation and emoji’s. The rapid pace we communicate means we sometimes do not take the time to proof-read our messages. or become too reliant on smiley faces or acronyms. This ends up making more work down the track trying to fix the errors from miscommunication. Just to be clear, professional business standards do not favour emoji’s in documents, emails, texts.Yet, they are becoming more pervasive.If emoji’s have become more acceptable in your workplace be conservative on how you use them. Poor punctuation can indicate a lack of attention to detail, or possibly incorrect information being received. For example, the overuse of exclamation marks can read “anger” or show heightened excitement. This may not be suitable for the message you are really trying to send.

Just because we work in a virtual world does not mean we need to always use virtual communication. Sometimes it is just as important to pick up the phone, video chat or meet in person.  It can save time, especially when the topic is important.   After all we probably all know what email/or messaging ping pong is like. Just talk!

All these methods combined builds stronger, healthier relations between colleagues, clients, and teams.

Enjoyed these tips?  We can help with tangible tools and support. Join us for our next workshops:

Business Writing*

Develop Your Emotional Intelligence*

Communication & Interpersonal Skills*

*Also available as a live, facilitator-led virtual training course

** Mehrabian, Albert; Wiener, Morton (1967). “Decoding of Inconsistent Communications”. Journal of Personality and Social Psychology. 6 (1): 109–114. doi:10.1037/h0024532. PMID 60

Technology continues to impact the way we work, and the Microsoft 365 suite continues to be updated with a wide range of apps for greater work efficiency. Many organisations have migrated work files from the traditional network drives to cloud storage locations such as OneDrive for Business or SharePoint. When moving to cloud storage, have you just duplicated the existing folder structure into the new cloud environment without making any improvements?

Imagine a new way of structuring your folders to maximise your ability to find information.

Is there a new and more efficient way to structure your files?

In SharePoint, you can make use of metadata to effectively organise your files, along with the creation of customised views. This can help produce a tree like structure to easily navigate through your organisation’s files. This also helps improve the searching capabilities with SharePoint, as well as tailoring the views of content for certain audiences.

Like the search function in Google, we now need access to files quickly and effectively, and with many people working from home we will need access to these files at home or at a remote location. Collaboration is a workplace priority within the new hybrid workplace especially with staff at home and in the office. How do we manage our remote teams effectively; should we do this in SharePoint or MS Teams, Planner or Lists? As a suggestion, could Microsoft Planner be useful within MS Teams, to plan and manage projects, and to track the completion of tasks?

Using metadata in SharePoint is a smart approach and can be of great value, in addition if used with customised views and search refiners, it makes files much easier to locate, rather than trying to guess which folder structure the files are in.  Looking at the bigger picture, having a metadata strategy and setting this up correctly can help organisations with governance and analytics, which can have a positive impact on the business.

Here is one easy way to create metadata (you will need the necessary site permissions)

• Go to the Document Library for which you want to create new metadata.
• Click on the settings icon on the right top corner and select Library Settings.
• Scroll down to the page and select Create Column.
• From the Create Column page, enter a new column name (i.e. Department).
• Next, select Choice radio button.
• Scroll a bit further down the page to the option – “Require that this column contains information”: select Yes.
• Type in your different choices
• Select a default value if required
• Click the OK button, towards the bottom right-hand side of your screen.
• A new metadata column with the name ‘Department’ is now added.

When a new file is added, you now have the option to apply the default meta data – Finance or select either IT or HR.  Simple select your file, simply click to the left of your filename.

Then select the “info” icon , to open the details pane, then scroll down to the department’s meta data option. Select the meta data that you wish to apply.

Feeling excited about the opportunities or overwhelmed? ATI-Mirage Training and Business Solutions are here to help you understand the power of Microsoft 365 for you and your organisation. In just one day you will learn about: Sway, Delve and the power of the major features and Apps offered with Microsoft 365 for Business (formerly Office 365).

Book today for you or your team to harness the power of your technology investment.

MS SharePoint – End Users*

MS SharePoint – Site Owner

Microsoft 365 for Business*

MS Teams*

MS Power BI – The Essentials*

Introduction to MS PowerApps*

Introduction to MS Power Automate (Flow)*

*Also available as a live, facilitator-led virtual training course

Emotions are part of being human — they are proof we are experiencing the diversity and complexities life throws at us. On occasion, it is normal for emotions to come to work with us, especially where expectations run high and resources are low.

We are going to feel some stress and frustration from time to time, and sometimes it might show.  It’s about what we do with our feelings and emotions, and how to use them constructively rather than destructively.  This doesn’t mean you lose your temper or take it out on others.  It also doesn’t mean you pretend or deny the feeling isn’t there. Both are harmful in different ways. The workplace is a professional setting and not all emotional expressions are appropriate.

Whether you’re a team member or a leader, it’s important to understand how to manage emotions in the workplace.

Here are our top 3 strategies to managing emotions in the workplace:

Identify triggers to untangle yourself

If you experience an emotional outburst, explore what has triggered it. This allows you to deal with issues at their root cause, which also helps you prevent an outburst in the future. Take time to reflect on what happened before the emotional outburst. Having a level of self-awareness allows you to better understand when you’re feeling overwhelmed, how you got there and how to manage it.

If you become aware of a pattern, getting some help from a professional such as a psychologist or access your workplace EAP (Employee Assistance Program)  can help understand and untangle these patterns.

Take a break and refocus

If you feel yourself getting overly emotional, it’s best to take a break. Instead of venting anger or creating an awkward situation, let others know you need to take some time out. Once emotions have cooled down continue the discussion by identifying the problem and potential solutions, rather than only focusing on the problem.  Its best to deal with issues as soon as possible without making anyone feel attacked or threatened.

Also consider your needs, and the needs of others. People often don’t understand what others need.  Sometimes we need to reflect on identifying our own needs.  This can form part of the conversation.

Boost your own happiness and others will follow

Happier people are often more successful, more creative and resilient. So, spend time doing things you enjoy and connect with people who are important to you. Our moods are often influenced by the people around us. Make a conscious choice to be around people who make you feel happy and supported. If your workplace could do with a boost of positivity, then make a choice to be the champion for the cause. Encourage others see the good from the bad. A few satisfied, high-performing people can spread positivity and produce even better results for teams.

Our wellness programs with provide you with the tools, strategies and knowledge to help manage emotions and stress.

To celebrate Mental Health Week 2020 we will make a donation to Lifeline for every October wellness course booking:

Develop Your Emotional Intelligence

Emotionally Intelligent Leaders with SEIP

Manage Stress, Build Resilience

Introduction to Mindfulness 1 hour (special October 16th event)

Mindfulness @ Work

Developing Self Confidence & Assertiveness

Procrastination – 8 Ways to Finish What You Start – 2 hours

Mental health is a huge focus, especially today being R U OK? Day. During Covid-19 we’ve heard the impact the pandemic is going to have on some people’s mental health in the long term.

COVID-19 has taken over all our lives and there aren’t many people who haven’t felt the impact of the new normal turning everything upside down. R U OK? Day reminds us to focus on connection and to make a concerted effort to check in with people around us, not just today but everyday. Reduce feelings of distress or loneliness simply by asking the question ‘are you okay?’

So, can asking a simple question really change a life?

According to SANE Australia: Are you okay?’ is not asked as often as you might think. For the person being asked, just hearing it can be a positive, memorable experience.

The power of a simple question can have a greater impact than you may expect. Not everyone who is asked responds at the time, and not everyone who asks pursues the conversation further.

R U OK? Day is about the intention, the kindness, concern and being there to truly hear, hold space and validate someone.

Sometimes people will respond with saying they are fine.  They may be and they may not be.  There are many reasons for this including feeling safe to open up without being judged, feeling confronted, put on the spot or not ready or not knowing what to say.  Or they may simply not realise how they feel.

Leaders and team members can often observe changes in behaviour and are unsure on the best way to approach it with the individual concerned.

Some common thinking and assumptions in this situation include:

• They are doing their job, so I won’t pry into what’s none of my business
• If something is wrong, they will tell me
• It is affecting their work; I have to say something and what if I come across as a bully by correcting their work
• What if by saying something, a can of worms gets opened I cannot deal with.
• I am too uncomfortable with these types of conversations, if I leave it, it will go away.

We all can (and leaders especially can) engage in more effective and meaningful conversations to address behaviour changes while creating safety to talk by following a simple framework from Tasha Broomhall, author of A Mental Health Guide for Leaders.

A. Approach the person with sensitivity

• Time: Be present, do not rush and choose an appropriate private time
• Place: Have the conversation away from a central hub. Consider a space with more than one exit
• Language: Respectful and non-judgemental, non labelling or blaming (e.g. You are being negative)

B. Don’t diagnose or therapise.

Your goal is to talk about observations and gain their feedback. Your observations may have nothing to do with what you have concluded, so it is important to build a shared understanding.

C. Do with, not to.

Your conversation is not talking at them, rather than with them by also coming to agreement about next steps.  Some individuals may not have spoken about any mental health concerns and there needs to be trust established for progress to begin.

CONVERSATION 4 STEP FRAMEWORK

Having the conversation Broomhall, recommends a 4 Step framework for an effective conversation.

1. Frame it.

2. “I’ve noticed…” (objective observable actions only, do not use label judgements such as you’ve been lazy, negative or aggressive)

3. “Have you noticed…”

4. Zip it (be quiet, be patient, create the space for them to respond, do not feel compelled to fill in a conversation void with more talking)

Examples

• “Sam, this conversation has nothing to do with your work performance. I’ve been noticing a few things recently and I wanted to ask if you’re doing OK?”
• “Sam, I’ve noticed you have been very quiet and not contributing as you normally do. I’m wondering if you’ve noticed this as well, and if there might be something behind it.”
• “Sam, I want to discuss a few things I’ve observed lately related to your work performance. Before we discuss performance issues, I want to offer you any support if you need it. I have observed a few things lately and I’m wondering if you are OK? I noticed you are quieter and interacting less (provide specifics) – Have you noticed this too?”

What to do if someone replies they “are not ok”:

Acknowledge their response. You may not have expected their response and that’s fine. Validation is the key to responding well. Let them know you’ve heard them. Reply with “I’m sorry to hear you say that”. If you feel comfortable to do so ask the person “would you like to talk about it?” If it is not the right time or place to open up, suggest when you can get together to talk.

Listen. All too often we can find ourselves in “fix it” mode. When someone tells you, they are not OK it is natural to start offering solutions. Sometimes all the person wants is a friendly face to listen to them. Talking about problems eases the burden the person carries. Listen without judgement to make the person feel less alone and cared for.

Connect to professional support. If a person has shared they are not ok it’s important to ask if they are talking to anyone else, specifically professional support. If someone is in a vulnerable situation with their mental health, it is important they know what help is available to them.

Regardless of a person’s response to your question, let them know you are always available if they want to talk. It is worth repeating your support. By keeping the conversation going you will make it easier for them to connect and open up in the future.

So, this R U OK? Day, don’t worry about finding the right words. Don’t hesitate if you don’t know what you’ll say next. Break the silence. Ask the question. And know, no matter what the reply, you might have made the world of difference. People want to feel heard without being judged.

Finally, R U OK? Day is not a tick box exercise. Human beings need support and a feeling that they matter. Reach out beyond R U OK? day.

We offer Wellness Courses – organise a group course for your workplace today by calling 9218 9059 or emailing hello@ati-mirage.com.au

Posted by Wendy Wilson & Kathi Rogers | Learning & Development Consultant on 10 September 2020.

There is a feeling of underlying stress at the moment. The continued impact of COVID-19, the economic forecast and levels of unemployment rising all playing a part in why some people behave the way they do.

For those of us in a customer service environment, it can be particularly challenging. Providing quality customer care is often what differentiates a business from its competitors. When you have an angry customer, your skills and patience are put to the test. So how do we continue to serve when we are dealing with difficult customers?

Difficult customers come in many varieties and they require slightly different approaches.

Here are our top 3 strategies for dealing with difficult customers.

Separate the person from the problem.

When someone is raising their voice or shouting at you, it’s easy to go with your primal instinct and shout back to defend your position. What if the customer has a valid reason to be so upset? Focus on the message the customer is sending you, rather than how they are sending it. Once you identify the problem assure the customer you’re going to do your best to resolve it..

Show empathy and reassure.

Sometimes, it isn’t you, it’s them. There are some customers who are just never going to be happy. Keep in mind the quote by Shep Hyken “The customer is not always right, but they are the customer. So, if they are wrong, let them be wrong with dignity and respect.”  Customers are the core of any business, so do your best to solve the problem and be as proactive as you can

Enjoyed these tips?  We can help with tangible tools and support. Join us for our next workshops:

Dealing with Difficult Customer – and keeping your cool *

Customer Service Excellence *

Telephone Techniques *

Manage Stress, Build Resilience *

Develop Your Emotional Intelligence *

Developing Self Confidence & Assertiveness *

* Also available online as a live, facilitator-led virtual training course

Call us on 9218 9059 or email hello@ati-mirage.com.au

For many of us 2020 has changed how we do things, how we work, live and socialise. Working from home is more common – even Seek.com has a “working from home” location search function now.

It’s likely that some of these changes are here to stay. Having your team all in one room to discuss the latest organisation challenges may not happen that often anymore. Now the meeting landscape is led by MS Teams or Zoom which brings challenges. How do we keep the meeting relevant, on time, with engaging content and fit for purpose?

Here are 5 strategies you can use to successfully lead your virtual meetings

Design your meeting around interactivity.

It’s not enough to just copy what you did face-to-face in an online environment. You run the risk of participants switching off or being distracted through boredom. Include ways for people to interact with your key points. You might want to use a voting button through the chat function to help make key decisions, or encourage people to ask questions through the meeting, not just at the end. If your software allows it, then make use of the virtual breakout rooms or virtual whiteboard functions.

Minimise presentations slides.

Share the presenting responsibility

Before the meeting consider inviting others to lead a portion of the meeting. This take pressure off you and increases engagement for those who will present. If your meeting calls for open discussion and collaboration ensure you call upon people by name to give their opinions.

For small meetings, don’t use the mute button.

If your group is small enough and background noise isn’t an issue don’t mute everyone. Encourage people to speak spontaneously. A small group can quickly learn to recognise each other’s voices if they regularly work together virtually. People will sometimes talk over each other but will soon get used to it and manage it well

Enjoyed these tips?  We can help with tangible tools and support. Join us for our next workshops:

Leading Virtual & Remote Teams*

MS Teams*

Mastering Delegation*

Organise and Simplify Home and Office*

Continuous Process Improvement

Productivity in Times of Change*

* Available online as a live, facilitator-led virtual training course

For more information, please call us on 9218 9059 or email hello@ati-mirage.com.au

Who loves to hear the alarm clock on a Monday morning after a relaxing weekend? If you’re like half of the population and hit snooze at least once, you’re not alone! This behaviour typically leads to rushing around to get ready in time. Or stealing minutes from other important tasks, like doing some exercise.

How you start your Monday morning sets the tone for the day and week ahead. Especially when it comes to your mood.

Put down the phone.

If your natural habit is to reach for the phone, either to turn the alarm off or check emails – don’t! The light from the phone can strain your eyes, and depending on the emails you receive overnight they can raise your stress levels. This sets your brain on a path to overthinking and over analysing. As an alternative spend a few minutes stretching in bed. Switch your phone alarm for an old-school plug-in alarm with a radio, or ask Google to play some music to start your day.

Download your thoughts.

Move your body.

With many of us in sedentary jobs moving your body is more important than ever. Don’t have time for planned exercise? That’s ok! Try parking your car further away than your usual parking spot. Jump off the bus one stop earlier or take the stairs on the way up to your desk. Take regular breaks at work and consider “walk and talk” meetings with colleagues.

Set a goal for the day.

Decide on something you want to achieve by the end of the day. Make sure it’s realistic. It might be as simple as moving your body more. Or maybe it’s trying a new recipe for dinner, paying a bill you’ve been putting off or reaching a personal best at the gym. Whatever motivates you, build that into your day’s achievements. The feeling of success can last longer than the day itself, so get setting those goals!

Enjoyed these tips?  We can help with tangible tools and support. Join us for our next workshops:

Manage Stress, Build Resilience

Time Management & Personal Productivity

Organise and Simplify Home & Office*

Tame Your Inbox

Finish what you start – 8 Ways to Tackle Procrastination*

* Virtual Class only

Call us on 9218 9059 or email hello@ati-mirage.com.au

With much of the world in a spin right now it can feel tough to know which way to go to gain traction. If you’re a leader, this means guiding not just yourself but others around you too. The easy route would be to do nothing at all – let the world figure things out on its own. The old saying of “time will tell” can be difficult to follow when you have major business demands and time is not an available commodity.

How do you lead to get through these uncertain times? At ATI-Mirage we meet many clients with this question in mind.

We’ve put together some steps all leaders can take today to lead their teams in uncertain times:

Be Authentic.

Your team will be looking to you for answers, and it’s ok if you don’t know them. Be honest and open with your team on your thoughts and plans for the future. It’s easy to hide behind corporate jargon and spreadsheets. Step out from behind this. Allow yourself to be open to receive feedback and listen to new ideas.

Build Resilience.

Trust.

Let your team know you value and trust them. When times are so uncertain, build certainty in the skills and ability your team has. By trusting your team, you can focus on what you “can do” rather than what you have no control over. This works really well to ground thoughts and feelings. Plans become easier to make and increased trust in a team enhances overall well-being.

Increase collaboration.

Acknowledge and value team interdependence. Keep away from boardroom decisions that benefit only a few people. Allow opportunities for team collaboration. When you do this it removes a competitive environment, making space for innovation and creation. Allowing people to work together drives a sense of purpose and this in turn creates accountability. When times are uncertain, building connection provides a solid platform to build upon.

Enjoyed these tips?  We can help with tangible tools and support. Join us for our next workshops:

Supervisor Toolkit – For newly promoted supervisors / Team Leaders

Managing People and Performance

Ignite! Leadership Program for Middle Managers

Emotionally Intelligent Leader with SEIP

Team Chemistry & High Performance

Leading & Communicating Change

Leading Virtual / Remote Teams Virtual Class

Call us on 9218 9059 or email hello@ati-mirage.com.au

Sometimes we may feel like we are stuck in Groundhog Day. Every day feels the same, as if we are on a hamster wheel going around and around. Tasks we usually enjoy start to feel less interesting, and it seems we not getting anywhere fast. It is normal to feel this way sometimes and is just a part of life. When feelings become overwhelming though and start to affect your wellbeing, it’s time to take action!

Once you have recognised you’re in a rut, it’s time to reflect and wonder what might be triggering it. Coming out of a period of isolation may be the cause for many of us. Has this been going on longer than a few months? What seems to get you down the most? Is it your work routine, or lack of work? When was the last time you spent time with a particular friend?

Here are 3 strategies you can take today to make a difference and break out of your rut.

Change the frame to change the game.

Be comfortable with being uncomfortable.

Change can feel awkward at first and you may need time to adapt. It’s easy to give up on the first go. Maybe you decided to change your journey to work, taking the train rather than driving it. On the first attempt it ended up costing you time and you arrived to the office late. It would be easy to say “Nope ,not worth the change!”. But what if you also changed your wake-up habits to get up bit earlier? You gain time back on the train from not driving, so how could you use that time more effectively? Get comfortable with trying new things which take you out of your comfort zone.

Digitally detox.

The clues to getting out of our rut start with realising what’s created it in the first place. Spend time reflecting before taking action. You may just find yourself feeling more energized quicker than you thought!

Enjoyed these tips? We have so much more available in our PD training workshops. We can help with tangible tools and support. Check out what’s on offer:

Call us on 9218 9059 or email hello@ati-mirage.com.au

The focus in the media has mainly been on those who lost their job or business due to the Covid-19 pandemic. But what about those who worked through it all? For some, the pressure and stress has been huge. Trying to keep up with demand or designing innovative ways to support valuable customers.

Now restrictions are being lifted and there seems to be even more pressure as we look to the future. The demands, the deadlines and expectations of work leave many of us feeling exhausted. As we enter a transition phase the question is asked: “How do we effectively re-energise ourselves so we are  able to keep going?”

In order to recharge we need to recognise the costs of energy-depleting behaviours and then take responsibility for changing them.  If during Covid-19 you found yourself working long hours every day of the week, these behaviours need to change. Establishing simple rituals can lead to many beneficial results.

Here are our top 5 actions for effectively re-energising to stay motivated and increase performance:

Find activities to fuel you

Make sleep your number 1 priority

Sleep is undoubtedly the most powerful restorative tool we have. In reality, even small amounts of sleep deprivation undermine our body’s capacity to repair. The reality is that we are not designed to run like a computer; continuously at high speed for long periods of time. Set an alarm to remind yourself to go to bed each evening at a time that allows enough sleep. You’ll thank yourself in the morning.

Do random acts of kindness

Experience novelty

Manage energy rather than time

Enjoyed these tips? We have so much more available in our PD training workshops. We can help with tangible tools and support. Check out what’s on offer:

Call us on 9218 9059 or email hello@ati-mirage.com.au