Coaching, Executive Presence
Ingrid Gudenas
How to completely change the way people listen ...

“I’m now walking into meetings and making what I want happen. The first thing I noticed was that everyone started listening to me differently. Even my boss. Now people go quiet when I speak and genuinely listen, even my superiors. I hadn’t realized there are different kinds of listening. This is REALLY different. After that, it’s not hard.”

This broke all the rules considering where Agoston was on the corporate ladder. He was young, early in career and had no authority. But he spoke up at meetings, in hallways and conversations. His influence was growing daily. It wasn’t long before he was promoted and began rapidly moving up the organization.

Before he did the Causative Communication workshop, no one listened to him.

What made the difference for Agoston was mastering the skill of…

Coaching, Executive Presence
Ingrid Gudenas
Instead of persuading, try this...

The question, “What do I need to say to get the outcome I want?”  is a good question. Knowing the answer to it is essential to being causative.

The reason people experience difficulties when they’re looking at a situation through this lens is because they don’t realize that they’re skipping steps.

Coaching, Executive Presence
Ingrid Gudenas
How to draw-in an audience of 40,000

Alistair came to me for coaching because his evaluations were filled with words like “Dry”, “Dull”, and “Not inspiring”. They thought Alistair was a smart technical geek with no leadership ability. The “Loyalty” scores in his division hit the bottom.

It was very quickly clear to me that Alistair had tremendous leadership ability and was an exceptional strategist. He was tripping up on his ability to communicate, and so the outside world never saw it.

When you trip up on communication, you will trip up on leadership. They go hand in hand.

I coached Alistair on many skills. The continuing monthly evaluations from his All-Hands told us whether he was winning.

Coaching, Executive Presence
Ingrid Gudenas
Two skills you need to create human connection

Watching Arjun’s initial presentation, I could see he was rational, professional, very corporate. But it was not compelling. You might walk away liking Arjun, but not much moved or influenced by him.

Virtual presentations had always thrown Arjun off, especially with people that he didn’t work closely with and didn’t see that often.

We worked on many skills. I’m going to talk about two that really made a big difference. They both have to do with your state of mind.

Coaching, Executive Presence
Ingrid Gudenas
The VP Secret for preparing for critical ...

A well-loved and successful Vice President recently came to an in-person Causative Communications class we were delivering for their company to talk to the students about how she utilizes the skills she gained from our classes to create real success in her daily life and her career.

The students loved her talk. She was supposed to talk for about 20 minutes, but they were so enthralled it went on for about an hour and a half, with question after question, each followed by her giving them practical advice that inspired them. Their faces were glowing listening to her.

One question she was asked was, “How do you prepare for a challenging meeting or big presentation?” This was a particularly good question for her because she goes into many very difficult negotiations and conversations, as well as gives many important presentations. Her answer will surprise you … (read more)

Causative Communication

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My one-day communications "experiment"

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A man in Silicon Valley known to grit his teeth and multitask through everything shut his phone off a moment before the meeting started.  A woman on the East Coast relaxed, slowed down and took her time getting her ideas across. A usually distracted woman in Europe in yet another meeting was fully present, focused, giving 100% of her attention.  In India, a man who talks too fast, in a different meeting, took his time, spoke clearly and paused throughout to let his ideas fully resonate. They all paid attention when others were speaking and took time to reflect on what was said.

They were all in different meetings, but what they all had in common was their decision to participate, along with hundreds of others in their company.

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The secret to successful high-stakes communication

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Flashback to three years ago – Susan: “I don’t think it’s going to work.”

I was looking at a beautiful, strong and successful corporate attorney. Susan wasn’t being defiant. She genuinely didn’t think what I was teaching was going to work.

Susan faces tough negotiations.  No one backs down, no one gives an inch, they aggressively fight for every possible advantage.  They pounce at any hint of vulnerability.  Warmth is construed as weakness.

It’s a high-stakes game played with millions of dollars. It’s not an arena for taking risks lightly. It’s certainly not one where you would try something that you didn’t think was going to work just to see if your communications instructor was right about it.

What were we talking about? Acknowledgments.  Susan was my student in a communications class and I had just covered the power of acknowledgment.

The key to a really good acknowledgment is the listening that precedes it.

In difficult situations people’s minds are usually racing around too much to really hear what the other person is saying. They’re too busy disagreeing or trying to figure out what they’re going to say, manufacturing a winning rebuttal.

A really good acknowledgment starts with really good listening.  And real listening always includes being interested.  It always includes understanding.  By definition, it must.  Whether or not you agree.  And ESPECIALLY when you disagree.

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How to negotiate anything

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Matthew: “I saw it work 40 times in a row.  It saved me endless hours.  I’ll never go back.”

Matthew negotiates contracts for a large general contracting construction company. I’ll give you an example of what that means. Matthew’s organization won a contract to build a very large, very beautiful, very modern new building for a prestigious university in California. It’s a big deal.

What Matthew’s organization does is hire all the people who are going to do the work:  the builders, the electricians, the plumbers, the landscape gardeners, everyone involved in construction. Matthew’s company oversees all of the work, and is held responsible for the ultimate success of the project.

Once they select all the people they’re going to hire to do the work, Matthew negotiates all the contracts with each of those individuals.

For this particular project, Matthew had to negotiate 40 contracts.

Negotiations are ferocious and ungiving, and there can be endless hours of wrangling spent over one clause.

After many hours of negotiating contracts, Matthew completed Causative Communication training a couple months ago.  He was thrilled by the difference in his negotiations after the class.

In the past, when the subcontractor would explain why he didn’t want to commit to a particular clause, Matthew wasn’t really listening to him. He had already heard it 30 other times. He already knew what they were going to say.  Matthew simply wasn’t interested in hearing it.  As a matter fact, he was slightly irritated having to listen to it over and over again.

But this time, Matthew changed. 

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Getting that something deep inside you to relax

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Last week, during an in-person workshop, Benjamin said:

“Something deep inside me is relaxing.”

And with that, everything about Benjamin was different.   

His face changed.  His tone changed. His posture changed. Everything spoken and unspoken about Benjamin changed. 

And that’s when Benjamin’s ability to create a real human connection surfaced.  Along with that appeared his ability to create deeply satisfying communication with anyone.  

The corporate world around him combined with happenings in his personal life had pressed Benjamin into an anxiety that never let go. An ever-present undercurrent of disquiet had spread to every muscle in his body and was most clearly seen in his tense face. 

But now, Benjamin radiated not only a calm, but a beautiful state of natural cheerfulness that was delightful to everyone around him.

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Stopping the world to listen

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 On my morning run this morning I ran into Margret, one of my neighbors, and I stopped to talk with her. There was something bothering Margret and I stopped to really listen.

As Margret talked, more and more frustration bubbled up.  I listened intently. My mind was still. The world stopped at that moment, and Margret filled it.

Margret spoke passionately of what had happened.  I could feel it all.  It was a rich experience to have someone else’s world fill mine.  I felt honored to receive it.

The tension gradually released from Margret’s face as she spoke.  Her eyes searched mine and found understanding.

She said it all, and then looked quite different.  She looked complete. 

I let Margret know I could really understand how she was feeling. Margret saw in my eyes that it was true.

There was an instant smile on Margret’s face. A BIG one. And it stayed.

Then, after a brief moment of silence, with both of us smiling, Margret said, “Thank you so much! I feel lighter.”

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How to disagree

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Laura:  "I would like to make a change in the process to improve it."

Me:  "We’ve always done it this way, it's been working fine. I don’t see why we need to change it now."

Laura:  "I understand." 

(Said coldly, with absolutely no understanding in tone of voice)

I was coaching Laura how to acknowledge others. As she practiced scenarios that were challenging for her, like the one above, her words were right, but her tone destroyed her acknowledgement. 

Your tone of voice is MUCH more important than your words.  Your tone of voice reflects what you're really thinking and you can't fake it. 

I asked Laura, "You said you understand.  DO you understand?"

Laura laughed and said, "No! I can't understand it!"

I said, "How come?"  Laura said, "I think what they’re saying is a really stupid reason."

I said, "Oh! You’re too busy disagreeing to understand!" 

Laura laughed and said, "Precisely!”

And this is what happens between people.  When they don’t agree, they withdraw their understanding.

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The power of one person listening

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Nothing changes a person faster than the way you listen to them.

One of my students, Carl, has a coworker named Marty. Marty is loud, stubborn, arrogant, and acts like he is the only one who knows the right way to do anything, whether he does or not.  Marty also says, “No” when you ask him for resources, time, help, anything.

Marty has managed to alienate just about everyone. He also talks a lot.  When he starts to talk, people leave.  If there's no escape, they endure Marty’s speeches, but always with a look of pain on their faces. 

No one has managed to get Marty to listen.  Every point they make about an issue triggers a counter-point from Marty that easily turns into an argument if they respond to it.

The problem is that Marty has influence and he can't be ignored.  People like Carl rely on him for resources and cooperation.  Marty's been there a long time, he’s knowledgeable, he’s just utterly unwilling to hear to anyone else's viewpoint. 

As Carl asked me for help, it was obvious to me that Marty was unable to receive ANY incoming communication from others – he rejected all of it.

I also knew that no one was listening to Marty. They already “knew” what he was saying was wrong, so they would shut him out the moment he started talking and not hear him. They didn't realize they were doing the exact same annoying thing to Marty that he was doing to them.

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Pulling a star down from the sky

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“Hi Ingrid,

Just wanted to let you know I’ve been promoted to VP, due in no small part to your coaching. I wanted to thank you. I’m looking forward to great things ahead.

Sincerely, Henry”

I got this email this week. It’s the email I love getting, when my clients reach for the stars in the sky and experience the powerful satisfaction of pulling one down.

I especially smiled big on this one. I remembered how it all started.

 Tom, an SVP, that I’m coaching, told me, “I have someone reporting to me that I want to send to you. I want to promote him to VP but let me tell you what’s happening.  Henry’s been with the company for over 20 years and deserves to be a VP.  He rubbed me the wrong way when I first met him, but then I saw what a good job he does. He’s really good at getting business results.  I talked to the Executive Vice President but he nixed Henry’s promotion to VP because of his communication skills – he spent 20 minutes talking about how terrible they are. Henry has no executive presence, he rubs a lot of people the wrong way, he thinks he knows everything, he’s smug, dismissive, he interrupts, he’s always rolling his eyes when others offer up their ideas.  He shows up for virtual meetings in shorts, tank top and bare feet.  He leans back in his chair when others are talking and looks totally disinterested and even disgusted.  It’s hard enough to become a VP in this company, but Henry really has the deck stacked against him.  I want you to help him if he’s willing.”

The first time I met Henry, he said, “I’m open to trying your coaching, but I gotta warn you - this is not going to be easy. I’ve had coaching before, and I hated it. They keep trying to change me and I’ve got to be me. I don’t know how you’re gonna do it. I am me and I don’t want to be anybody else and I’ve gone through life feeling like if they don’t like it, it’s their problem.” 

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A "thank you" to these rock stars of corporate America

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Executive:

“Regarding that conference in Miami next week, I changed my mind and decided to go after all.  I want to stay in that fabulous hotel everyone talks about.  I know I’m booking that hotel at the last minute and I know the hotel is completely sold out and has been for weeks, but I need you to get me a suite there with a king-sized bed, with an ocean view and make sure it’s far from the elevators and above the seventh floor.”

Executive Assistant (60 minutes later):

“You’re all booked.  Room 1050.  Refrigerator will be stocked with all your favorites. And I let them know you’ll be checking in late and to hold the room no matter what.”

My article today is a tribute to my heroes in the corporate world: Administrative Professionals, also known as Administrative Assistants and, at the higher levels, Executive Assistants.  It’s especially appropriate today, because today is Administrative Professionals Day.

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How to create transformation without having to speak

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“I just wanted you to know how much I appreciate our conversations. It’s an honor to work for you.”

This is what Ann told Patrick after their third conversation. It might seem like a natural thing to say to a very good manager. But let me fill you in on the actual context.

Patrick is a Vice President. Ann was a Senior Director reporting to him and she wasn’t cutting it.  Ann had been promoted prematurely, wasn’t qualified and was falling short on key projects.

Patrick would never have put Ann in her role, would never have promoted her to a senior level. Patrick had inherited Ann from previous VPs and others who continuously promoted Ann, despite the fact that her results were always sketchy at best.  She had never been held accountable.  Now it was Patrick’s problem as he took over as her new VP.

After his initial assessment, Patrick’s three conversations with Ann were intense. The first was when he told her he was demoting her from Senior Director to “Individual Contributor”.

“Individual Contributor” is a nice term that is used to mean no one reports to you.

Patrick told me, “I walked in to our first conversation prepared. I knew it was going to be a tough conversation and I walked in ready for it.”

It would have been very different even one month ago.  Patrick would have confronted Ann with the blunt facts of the situation, very directly, a very “no nonsense” approach, a very “deal with it and let’s move on” kind of attitude.  And Patrick would have gotten a very different reaction and a very different employee.

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The magic of trading in small problems for big problems

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Susan was sent to me by her boss. She is a very competent Senior Director and they want to prepare her to become a Vice President.

The Senior Vice President told me that what is holding Susan back is that, “She doesn’t have enough executive presence and she doesn’t come across like a leader. She is very confident in what she does, but she doesn’t have that leadership quality and that executive presence needed at the senior level.”

It turns out Susan was terrified of communication. Especially with her peers, the other Senior Directors, who intimidated her. Even worse with people higher up. When she faced an upcoming meeting, Susan was stressed solid the whole week leading up to it and did not sleep at all the night before.

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How to defuse arguments before they even begin

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It was a pleasant afternoon and I had a pleasant book….

I was sitting with an exquisite cup of white tea in a beautiful local tea shop. They serve delicious teas made from leaves growing on ancient trees, picked by hand in the Spring and then lovingly hand-processed on very small family farms in very remote regions of China. 

My environment was perfect.

At the table next to me sat a couple.

The man was in quite a pleasant mood. He was telling the woman about something that had happened that morning. He was enjoying talking with her and enjoying the telling. He finished and smiled at her.

The woman spoke: “Why didn’t you ask her? I would have thought that would have been the first thing you would have asked her.”

The woman’s question seemed polite, but her tone of voice had a slight edge, an unspoken quality of “I’m trying hard to be very polite, but I really don’t get how you could have done something so wrong.”

 I’m sure she was completely unaware of her tone. Most people are.

I picked up my book and pretended to read because I knew where this conversation was going. I didn’t even know what they were talking about, but I knew they were headed for a fight.

Can you see how the question itself makes him wrong?  I knew he was going to defend what he did.  In other words, he was going to get “defensive”.

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The alternative to being confrontational

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Anita and Kevin made everyone in the meeting uncomfortable. Their disputes were legendary.  As the heads of different departments, they stubbornly fought for what they believed were conflicting priorities. They argued even the smallest points. Neither one would give in an inch.

Attending a meeting with them was torture.

Anita’s boss finally told her it was affecting her career. Although she was a top performer, her confrontational approach was forever going to stop her from getting promoted to Senior Director and then VP, her passionate objective.

It didn’t matter how “right” Anita was, or the fact that she “won” every argument and was ultimately proven right, people flinched when she was in the room.

Anita couldn’t believe they wouldn’t promote her!  “How can they justify holding me back when my performance is outstanding?!!!!  I’m only doing what they told me to get done!!!!”

That’s how Anita found herself in front of me.  A strong, smart woman in a super dilemma. What should she do when she was right, the other person was wrong and they wouldn’t back down?

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Living the magical life of an expert communicator

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Jesse is used to doing the impossible. He just applied for a position that everyone told him he couldn’t get.  He’s been told many times that “usually” people need to “prove” themselves for several years before they’re considered for these higher levels. 

 Jesse long ago decided that “usually” was not for him.

 He applied for the position … and got it.  Right away too, I might add.

 Jesse has gotten every position he’s applied for in the last 5 years, and there have been a good number.  Many more than “usual”.  His career is on the fast track.

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The solution to thinking under pressure

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I have a client in my life who makes unreasonable requests. I know, you’re thinking, “You’re lucky it’s just one unreasonable person in your life!”  Well, there are more, but this is about a particularly prickly one. 

The requests are always over the top, and sometimes they're impossible.  At a minimum, they're "make-your-team-bend-over-backwards-to-make-this-happen".

I was always caught off guard by his demanding and harsh attitude. I used to try to reason with him, but was always a little off balance.  I never came out of the meeting feeling good. Afterward I was always thinking, "Oh, I should have said ....."

I think it was uncomfortable for him too.

I decided one day, "No more of that!" (I hate feeling like an idiot.) I realized I wasn't giving myself time to think through what he was asking. My immediate reaction was always, "You have got to be kidding!" and I never had time for a second thought before he was demanding an immediate answer.

So, I changed my operating basis.

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The look in your eyes

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The look in your eyes tells me everything I need to know.  Way in advance of it happening, I can tell by the look in your eyes if you are going to win, barely maintain, or lose.

What is it I see?  I see the strength of your intention.  It tells me everything about how it’s going to turn out for you.

Intention is something I teach, so I know a lot about it.  It’s the secret ingredient of all success.

But, intention is not generally well understood.

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Breaking free from what's holding you back... made easy

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Causative [kaw’-zuh-tiv], adjective: Making what you want HAPPEN. Being able to cause your intended effect or outcome at will.

When did we first stop being causative? Well, if it didn't happen sooner, it probably happened for most of us when we started school and were told to sit down and be quiet … for hours and hours at a time.

They told us exactly where to sit. We weren’t allowed to leave that seat.

They made us ask permission for everything, including leaving the room.

If we did something without permission, we were bad. It didn’t matter if it was right. It was automatically bad if it was done before asking for and receiving permission first. Even if it was just standing up to stretch.

If we wanted to talk, we had to raise our hand and wait to be called on. Raising your hand was dangerous because the teacher was asking a question that had one “right” and many “wrong” answers and when we were wrong, it was very public. Where I went to school, not many hands went up (usually the same ones over and over). We became skilled at avoiding eye contact with the person in the front of the room (something I still see today in my corporate workshops).

We weren’t allowed to talk to each other, only the one person in front of the room.

Everything we did was graded and compared to what everyone else did. Smarter than him but not as pretty as her.

We were graded based on one person's opinion of us, a person who often didn’t understand or like us. A person we thought was paid to be critical of us. To find every flaw.

Most of us did not get straight A’s. We were always falling short on something. Grades could easily make us feel that we were mediocre. Few were happy the day they got their “report card” and some hid them from their parents.

We were severely restrained from being causative. For years.

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