PowerHouse Consulting :: Rants and Raves

How 2 Brand U

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what about our personal Brand? I'd like to spur some thinking on How 2 Brand U (that is Brand Y O U). Each of us in this mighty workplace brings something to the table. Do you know what that something is? Have you defined your personal Brand or is your Brand being defined for you? Taking control of your personal Brand may be a defining moment in your professional development!

The word 'brand" is both a noun (thing) and a verb (action). The noun definition refers to a "mark" or "stamp" (it's origin comes from 16th century England's practice of using hot irons to mark criminals). The verb definition is "to promote or impress." This is the definition most critical when assessing your personal Brand.

The purpose of exploring this topic is to pose the question of personal Brand to contributors at every level of an organization - and particularly to front line staff, supervisors, and managers. While the importance of delivering a "branded experience" may be well understood at the front lines, understanding one's own personal Brand is of equal importance. It drives professional development which, in turn, drives professional value. When the investment is made in Brand U, the payback goes directly to Y O U!

When defining Brand U it is critical to have an acute awareness of your strengths and weaknesses. This is always the first step - to be brutally honest with yourself about what you're good at and about what needs work. However, for some, these kinds of questions yield a state of total confusion and seem to overwhelm. These folks are stunned into paralysis and think, "Uh-oh, I don't know if I know what I'm good at" or "Gee, this is going to take some time - I've never thought about this before" or the most dangerous of all responses, "I'm not good at anything!" (This final phrase allows a free pass to failure. So if it comes to mind, get thinking and identify something that you do well!!)

I have a theory that I believe works to get the Brand U ball rolling - even when you are not certain about what specifically you are really good at! It relates to ACTIONS. Sometimes we all have to rely on the "act as if" principle if we want to experience confidence, happiness, enthusiasm, etc., and we don't feel it naturally. Well, "Act as if you do" and before you know it you will actually experience the desired state of mind. The fact is that what you do on a regular basis defines your personal Brand. If you are confident, engaged, and a team player that will be your personal Brand. If, on the other hand, you carry a negative attitude, find the routines of your job boring and "stupid," that becomes your Brand - what you are known for.

Managing your personal Brand can begin with some very simple behaviors that demonstrate your understanding of the job and the importance of being/becoming a successful professional. Here are ten ideas.

SHOW UP FOR WORK! It sounds simple. But those that show up all the time feel the impact when co-workers do not - they carry a larger load and possibly have a longer day to cover those that are MIA.

SHOW UP ON TIME. As long as you're going to work, consider committing to on time arrival. Some excuse tardy behavior by saying, "I'm always late - that's just who I am." Well, this is the perfect time to "act as if." Being late in Contact Center environments (this includes breaks, lunches, etc.) causes many issues. Customers experience greater delays and co-workers carry larger loads. Generally, punctuality is part of the "scorecard." But in my experience, the level of tolerance for this behavior is way too high - essentially management granting permission for the infraction, while accepting the consequences. Brand U - on time arrival!

LEARN. When "training" is offered, take it and LEARN! Learning is a constant companion to successful professionals.

READ. Read what you can about your industry, your job, your company. The Internet allows all of us access to vast amounts of information: articles, blogs, reports, etc. Read to learn, to challenge yourself on any number of topics. Learn more about creating a personal Brand, about being a learning professional, and about effective communication! Discover skills that will strengthen your personal Brand.

CONTRIBUTE. Volunteer to cover that person who is late or doesn't show up. Be generous in your willingness to pitch in and get the job done. Help others out if they are "stuck" and you know you can assist. Participate in events and activities sponsored at work.

THINK. "THINK" was a one-word slogan developed by IBM founder Thomas J. Watson, Sr. It appeared in IBM offices, plants, and company publications in the 1920s; in the early 1930s it began to take precedence over other IBM slogans. "THINK" eventually appeared in wood, stone, and bronze and was published in company newspapers, magazines, calendars, photographs, and even New Yorker cartoons. It remained for years the name of IBM's employee publication. (Source: www.ibm.com)

I have always treasured the THINK sign my father placed in our kitchen while I was growing up. He was given the sign by some IBM colleagues when he worked with them on a couple of projects in the 60's. Dad (father of ten children) brought it home and declared it the motto he most wanted us to live by! And I must say, so far, so good.

FOCUS ON SOLUTIONS. We all are familiar with the ever-growing population of co-workers whose Brand is to point out problems! Problems are easy to spot; solutions are the focus of Brand U professionals. Consider the issue, the impact, the frequency, and what (if anything) can be done about the issue. Then ask questions: Is this issue on the leadership radar? Is it a real issue or simply part of negative behavior? Look carefully - the Contact Center is generally full of complex processes that if "tweaked" could take seconds off many thousands of calls. That adds up and Brands U as a resource.

Avoid cliques and gossip.Stand on your own. Cliques and gossip are behaviors that many folks cannot shed. Of course, if you choose to indulge in these behaviors they become what you are known for - that is your Brand. It is a rare occasion when a clique leader or member is considered for advancement. The cliques generally gossip about those that are moving up/on, performing well, etc. They prefer to demean the contributors. This particular brand of people will remain where they are and what they are. They may change companies but not their character. As time goes on these folks become the unfulfilled; they blame the rest of the world because success has eluded them. Regardless of the pull or the force of "clique" dynamics, STEER CLEAR. Be cordial and kind, but resist the urge to engage in unproductive and often hurtful conversations. This takes valuable energy away from healthier professional pursuits.

Read the Annual Report. If you want to understand your company's business strategy, the letter from the CEO contained in all annual reports will spell out for you what the company is gearing up for in the coming year. Generally speaking, if you work for a publicly held company the Annual Report may be found online. Better yet, buy some stock - then you can really think like a shareholder!

LOOK BEYOND FEAR. FEAR is capable of derailing success and professional development by creating a paralysis of sorts. This stops you from acting on most of the above suggestions. I once heard FEAR described as False Evidence that Appears Real. FEAR is often made up of what ifs and unknowns. The next time you're struck with FEAR consider asking yourself some serious questions: What does this really mean? Do I have enough information to make this judgment? Who could help me sort this out? But avoid the cliques; they are often sources of FEAR. Remember, if you have your health, your mind, your BRAND, creating professional success is nothing to be afraid of. Confront what causes FEAR and be rewarded with growth!

................................

Think behaviors and actions! Brand U is about doing. Knowing all there is to know is NOT the mission. Being ready to receive and respond is the posture of Brand U strength! Good Luck!

"The past is a great place and I don't want to erase it or to regret it, but I don't want to be its prisoner either" Mick Jagger

My Best,

Kathleen

PowerHouse Consulting
360 Route 101, Suite 6
Bedford, NH 03110
www.powerhouse1.com
1-800-449-9904

(#34, How to Brand U, Feb 2010)


	*How 2 Brand U* We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what about our personal Brand? I'd like to spur some thinking on How 2 Brand U (that is Brand Y O U). Each of us in this mighty workplace brings something to the table. Do you know what that something is? Have you defined your personal Brand or is your Brand being defined for you? Taking control of your personal Brand may be a defining moment in your professional development! The word 'brand" is both a noun (thing) and a verb (action). The noun definition refers to a "mark" or "stamp" (it's origin comes from 16th century England's practice of using hot irons to mark criminals). The verb definition is "to promote or impress." This is the definition most critical when assessing your personal Brand. The purpose of exploring this topic is to pose the question of personal Brand to contributors at every level of an organization - and particularly to front line staff, supervisors, and managers. While the importance of delivering a "branded experience" may be well understood at the front lines, understanding one's own personal Brand is of equal importance. It drives professional development which, in turn, drives professional value. When the investment is made in Brand U, the payback goes directly to Y O U! When defining Brand U it is critical to have an acute awareness of your strengths and weaknesses. This is always the first step - to be brutally honest with yourself about what you're good at and about what needs work. However, for some, these kinds of questions yield a state of total confusion and seem to overwhelm. These folks are stunned into paralysis and think, "Uh-oh, I don't know if I know what I'm good at" or "Gee, this is going to take some time - I've never thought about this before" or the most dangerous of all responses, "I'm not good at anything!" (This final phrase allows a free pass to failure. So if it comes to mind, get thinking and identify something that you do well!!) I have a theory that I believe works to get the Brand U ball rolling - even when you are not certain about what specifically you are really good at! It relates to ACTIONS. Sometimes we all have to rely on the "act as if" principle if we want to experience confidence, happiness, enthusiasm, etc., and we don't feel it naturally. Well, "Act as if you do" and before you know it you will actually experience the desired state of mind. The fact is that what you do on a regular basis defines your personal Brand. If you are confident, engaged, and a team player that will be your personal Brand. If, on the other hand, you carry a negative attitude, find the routines of your job boring and "stupid," that becomes your Brand - what you are known for. Managing your personal Brand can begin with some very simple behaviors that demonstrate your understanding of the job and the importance of being/becoming a successful professional. Here are ten ideas. SHOW UP FOR WORK! It sounds simple. But those that show up all the time feel the impact when co-workers do not - they carry a larger load and possibly have a longer day to cover those that are MIA. SHOW UP ON TIME. As long as you're going to work, consider committing to on time arrival. Some excuse tardy behavior by saying, "I'm always late - that's just who I am." Well, this is the perfect time to "act as if." Being late in Contact Center environments (this includes breaks, lunches, etc.) causes many issues. Customers experience greater delays and co-workers carry larger loads. Generally, punctuality is part of the "scorecard." But in my experience, the level of tolerance for this behavior is way too high - essentially management granting permission for the infraction, while accepting the consequences. Brand U - on time arrival! LEARN. When "training" is offered, take it and LEARN! Learning is a constant companion to successful professionals. READ. Read what you can about your industry, your job, your company. The Internet allows all of us access to vast amounts of information: articles, blogs, reports, etc. Read to learn, to challenge yourself on any number of topics. Learn more about creating a personal Brand, about being a learning professional, and about effective communication! Discover skills that will strengthen your personal Brand. CONTRIBUTE. Volunteer to cover that person who is late or doesn't show up. Be generous in your willingness to pitch in and get the job done. Help others out if they are "stuck" and you know you can assist. Participate in events and activities sponsored at work. THINK. "THINK" was a one-word slogan developed by IBM founder Thomas J. Watson, Sr. It appeared in IBM offices, plants, and company publications in the 1920s; in the early 1930s it began to take precedence over other IBM slogans. "THINK" eventually appeared in wood, stone, and bronze and was published in company newspapers, magazines, calendars, photographs, and even New Yorker cartoons. It remained for years the name of IBM's employee publication. (Source: www.ibm.com) I have always treasured the THINK sign my father placed in our kitchen while I was growing up. He was given the sign by some IBM colleagues when he worked with them on a couple of projects in the 60's. Dad (father of ten children) brought it home and declared it the motto he most wanted us to live by! And I must say, so far, so good. FOCUS ON SOLUTIONS. We all are familiar with the ever-growing population of co-workers whose Brand is to point out problems! Problems are easy to spot; solutions are the focus of Brand U professionals. Consider the issue, the impact, the frequency, and what (if anything) can be done about the issue. Then ask questions: Is this issue on the leadership radar? Is it a real issue or simply part of negative behavior? Look carefully - the Contact Center is generally full of complex processes that if "tweaked" could take seconds off many thousands of calls. That adds up and Brands U as a resource. Avoid cliques and gossip.Stand on your own. Cliques and gossip are behaviors that many folks cannot shed. Of course, if you choose to indulge in these behaviors they become what you are known for - that is your Brand. It is a rare occasion when a clique leader or member is considered for advancement. The cliques generally gossip about those that are moving up/on, performing well, etc. They prefer to demean the contributors. This particular brand of people will remain where they are and what they are. They may change companies but not their character. As time goes on these folks become the unfulfilled; they blame the rest of the world because success has eluded them. Regardless of the pull or the force of "clique" dynamics, STEER CLEAR. Be cordial and kind, but resist the urge to engage in unproductive and often hurtful conversations. This takes valuable energy away from healthier professional pursuits. Read the Annual Report. If you want to understand your company's business strategy, the letter from the CEO contained in all annual reports will spell out for you what the company is gearing up for in the coming year. Generally speaking, if you work for a publicly held company the Annual Report may be found online. Better yet, buy some stock - then you can really think like a shareholder! LOOK BEYOND FEAR. FEAR is capable of derailing success and professional development by creating a paralysis of sorts. This stops you from acting on most of the above suggestions. I once heard FEAR described as False Evidence that Appears Real. FEAR is often made up of what ifs and unknowns. The next time you're struck with FEAR consider asking yourself some serious questions: What does this really mean? Do I have enough information to make this judgment? Who could help me sort this out? But avoid the cliques; they are often sources of FEAR. Remember, if you have your health, your mind, your BRAND, creating professional success is nothing to be afraid of. Confront what causes FEAR and be rewarded with growth! ................................ Think behaviors and actions! Brand U is about doing. Knowing all there is to know is NOT the mission. Being ready to receive and respond is the posture of Brand U strength! Good Luck! "The past is a great place and I don't want to erase it or to regret it, but I don't want to be its prisoner either" Mick Jagger My Best, Kathleen PowerHouse Consulting 360 Route 101, Suite 6 Bedford, NH 03110 www.powerhouse1.com 1-800-449-9904 (#34, How to Brand U, Feb 2010)