Career – mardihumphreys.com

Time for a Brand Refresh

Soft skills are hard. It takes years of practice to hone interpersonal skills, build character, and cultivate a professional attitude. They can take longer to learn than advanced JavaScript and are more critical to job performance. Soft skills are based on making wise choices. They are so important that four years ago I started writing about them weekly. In a world that daily iterates thanks largely to technology and COVID, soft skills are game-changers for the future of work. Employees who can successfully navigate fluid situations are extremely valuable. Over the next month we’ll explore four broad categories of soft skills: wisdom, communication, leadership, and self-awareness. First, let’s clarify terms:

Hard Skills: These are technical skills you learn through education, practice, and repetition. You can prove these skills with a degree or certificate; for example, mastering a second language, getting your PhD in physical therapy, or earning your Project Management Professional certification. These skills are temporary and change as technology evolves.

Soft Skills: These skills aren’t dependent on acquiring education. They are personal attributes you accumulate through life experience. They help you interact effectively and harmoniously with other people. They are broad and difficult to quantify. They are permanent and required for every job.

Wisdom is a Soft Skill

Wisdom is knowledge gained through experience over time. Organizational psychologist and bestselling author Adam Grant says, “Wisdom is being fast to learn from others’ errors to slow the rate of yours.” You attain wisdom by collecting as many facts and as much truth as you can to make the best decision you can in the time that you have to make it. Here are three ways you use wisdom at work:

Emotional Intelligence – You have learned how to competently manage your emotions when you are under stress. You recognize when emotions are governing someone’s behavior and can empathize with them. You are able to identify someone’s motivation and use it to influence them both verbally and non-verbally. For example, you have a personal rule to wait 24 hours before replying to an email that makes you angry.

Time Management – You can plan strategically (you have to-do lists for today, tomorrow, next week, etc.). You can remain focused long enough to get into flow. You have boundaries around work-life integration. You put in the time necessary to grow trusted relationships. For example, you booked a recurring calendar appointment for the last hour of your workday on Fridays to update your monthly expense report.

Performance Under Pressure – You developed the patience to prioritize instead of criticize. You recognize that a looming deadline tempts you to cut corners, but you also remember garbage in, garbage out. Experience has taught you that ideas and solutions come faster after you’ve taken a break. For example, your biggest client threatens to leave. Instead of looking for a team member to blame, you personally call the client for feedback.

The fast pace of business makes managing our impulses, waiting for processes to run their courses, and looking at the big picture and where our selfie fits in it hard. So may we please re-label soft skills with an adjective that better describes them? What do you think of human skills or professional skills? Please share your ideas in the comments.

Making Waves

The pandemic made us take a hard look at our priorities. What is now most important to you? In terms of your job, if you were able to pivot (e.g., a restaurant moving from fine-dining in person to at home delivery) or to transition to WFH (e.g., software developing), you’re grateful to have found a way to continue making a living. But now that we’ve moved into COVID-19’s phase of vaccines and variants, do you want to keep this up?

What Do You Want?

It’s time to decide what aspects of the working-under-quarantine conditions you want to maintain. Has the way you had to work made you want a different job, maybe even a different career path? If so, you have loads of company. The U.S. Bureau of Labor Statistics reports 3.6 million Americans quit their jobs in May 2021. But before you start searching for a new situation, get clear on why you want to leave your current one. If you’re running away from this job instead of running to another one, your discontent is likely to follow you. Ask yourself:

Am I burned out?
Did the pandemic reveal a side of my company’s culture that I can’t support?
Were my manager’s expectations unreasonable?
Did I discover a remote position would be best for work-life integration?

During the work day, when you feel frustrated or stressed, write down what you’re working on or what’s happening. Is it a project, person, and/or PTO? The answers will help you define your non-starters when considering your next role.

Defining what you don’t want narrows your choices down to what you do want. Compensation (salary, PTO, insurance, retirement benefits), location, culture, and leadership development are all obvious details you need to consider. But also ask yourself:

What does your perfect job look like?
Where are you doing it?
When are you doing it?
Who are you doing it with?
Why are you doing it?
How are you doing it?

What values do the answers to these questions reveal (e.g., freedom, culture, growth)? Rank them in order of importance. For one work week, notice what you are doing when you lose track of time as well as what you are doing when time seems to drag. Write these down and analyze them. While looking for a new position, search for one that allows you to do more of the work you enjoy.

How Do You Get It?

Once you figure out what you want, make a list of companies whose mission, vision, and values match yours. LinkedIn, Glassdoor, and Business Journals regularly identify great companies to work for. Target people in these companies you can reach out to for informational interviews. Notify your network that you are looking for a new role. Ask them not only for introductions to hiring managers you want to meet, but also ask how you can help connect them to the decision makers they want to meet. It’s tempting to apply for every job that looks like fun, thinking that eventually one will take, but that’s actually a time waster. It’s more effective to invest your time building relationships with your network. Insiders know a position is available before it gets publicly posted. A good rule of thumb is to network with five people for every one job application you submit.

Are you thinking about a new position? What are you looking for in a company? Please share in the comments.

Should You Surf the Tsunami?

The number of posts from my LinkedIn connections announcing their new positions increases every day. Have you noticed it too? The Talent Tsunami is soaking us. Is it tempting you to find a new gig? Even now a job search can still be long, arduous, and uncertain. How can you tell when it’s time to move on?

In my role as a Change Agent, I ask questions so my clients can visualize both where they are and where they want to be. Next week, we’ll discuss how to figure out where you want to be. But first, here are questions to help you determine whether or not your current employment situation is still worth your T.E.A.M.

Your Body

Stress can physically manifest itself. Do you have headaches, nausea, and/or heart palpitations when you’re getting ready for work, at work, or just thinking about work? If so, your subconscious is trying to get your attention.

Your Mind

If your talents aren’t being tapped, you’ll get frustrated and, eventually, resentful.

Do your skills match the work you’re doing?
Are you unhappy the majority of the time you’re working?
Are you spending more time on social media than your work?
Are you watching the clock hoping time will speed up so you can leave?
Do you experience Sunday Scaries?
Are you looking at job postings and daydreaming about them?
Are you no longer proud of the work you’re doing?
Are you lowering your standards?
Do you hear yourself say, “It’s just a job”?
Have you lost your passion for the work?
Do you see your work as challenges or problems?
Careless mistakes (e.g., frequent typos, forgetting scheduled meetings) happen, but too many too often indicates that you’re disengaged from the work. Are you making too many glaring errors?

Your Environment

Has the novelty of being the SME worn off?
Are you tired of being the trainer and never the one learning something new?
Does your employer provide company time and money for upskilling?
Is advancement possible?
In order for you to move up, does someone have to leave?
Can you have a transparent conversation with your manager to find out if what you’re looking for can be attained within the company?
Have you taken on more responsibility and the effort has yet to be acknowledged?
Have you asked for a promotion at multiple performance reviews and even after completing the tasks your manager told you would result in advancement, they tell you that you’re still not qualified yet?
Are you no longer getting highly visible assignments?

Your Relationships

How do you get along with your manager?
Does your manager habitually give you instructions and refuse to hear your insight?
Does your manager refuse to negotiate benefits or discuss salary?
Are conversations with friends and family dominated by complaints about your job?

When you evaluate whether or not your current employment is worth your T.E.A.M. (Time, Energy, Attention, Money) what criteria do you use? Please share in the comments.

Reservation Highly Recommended

Dad and Me Father’s Day 2021 Photo by MSH

During one of my networking groups last week, we discussed what we learned from the men in our lives in honor of Father’s Day. My dad unintentionally taught me the power of follow-up. In a conversation he habitually listens more than he talks, asks engaging questions, and, even if it’s weeks later, texts or calls for an update. You’d assume the follow-up would be the most powerful part of the process, but no. It’s the listening. If you’re just listening to reply, you’ll jump into the conversation at your first opportunity. But if you restrain yourself and listen to understand, (e.g., repeat what the speaker said back to them, ask investigative questions) you build trust. Acting with restraint is useful in many work situations.

Social Intelligence

Robert Greene advises “Never outshine the master.” You may be smarter than your manager when it comes to the assigned task, but if you push back too hard, you reveal that you lack social intelligence. For example, once upon a time I was in a brainstorming meeting with a group of five people: an executive, his assistant, and two of my teammates. The exec kept falling down rabbit holes and I kept pulling us back with the same phrase, “So, the goal is zero waste…” The third time I said it, the exec seemed embarrassed. By the fifth time I said it, both the exec and his assistant were annoyed and my teammates were uncomfortable. In demonstrating I knew what the goal was, I exposed that his ideas would not achieve it. Remember the cliche, don’t bite the hand that feeds you? When applied to work, don’t break the finger of the hand that signs your paycheck.

Emotional Intelligence

Let’s say our team missed a deadline because you spent more time on social media than working on our project. If I pointed this out, how would you react? Would you get defensive and lash out? Or would you take a few deep breaths and ask for a safe place outside your workspace to store your phone while you’re working on our project? The latter choice shows restraint. Reacting out of ego won’t serve you in the long run. Humility is strength, not weakness. You fell into temptation. Get up, make the necessary adjustment, and keep going.

Business Intelligence

Creative freedom is an oxymoron. Freedom leaves choices wide open. You’re more creative when given parameters like a direction, deadline, or dilemma to solve. In other words, a restraint. For example, I’m constantly looking for ways to promote brand awareness that won’t break my budget. The views on the company’s social media pages go way up when I post photos or videos of our dog. Thus, “Tails From the Home Office,” a photo/video series starring my adorable-but-less-than-helpful “assistant” was born. Restraint is also crucial when searching for B2B clients. No one wants to miss a lead, but lack of focus denies you a priority. BTW, Priority implies one. If you have multiple priorities, then you don’t have any. Define yours and filter decisions through it. If your sweet spot is fast-growing manufacturers with 50 or fewer employees, build relationships with them. Don’t let FOMO cause you to miss those you serve best.

How has showing restraint helped you get ahead at work? Please share in the comments.

You’re Not the Boss of Me

Here in the mid-digital age you may find yourself working as a member of a team more often than completing deliverables on your own. I’m a big fan of the-more-heads-the-better for problem solving, but when your supervisor tasks you with exerting influence over coworkers who aren’t your direct reports, you have responsibility without any authority. What do you do?

This scenario usually employs a version of the Matrix Model of Management. It’s a popular construct because it allows departments to share resources according to their functions. A company can take employees who report to various supervisors and assign them to project teams based on the talent required to complete the work. This not only saves the company money, but also fosters creative problem solving. The tricky part is: Who’s in charge? This ambiguity creates multiple challenges, especially if the team is large and/or there is competition to lead the project. Best practice: when forming the team, the supervisors assign the leader and communicate that information to the entire team.

When you’re the one in charge, you can’t offer the incentives (raises, promotions, getting fired) the supervisors can, yet you have to find a way to both engage and motivate the team because if they miss the deadline, you’re the one who gets in trouble. Leading through influence requires strong interpersonal skills. You have to take initiative early in the process to build relationships and persuade with diplomacy. Some things to consider:

Clarify

Defining roles and responsibilities at the outset helps eliminate frustration and duplication of efforts. At the first team meeting, decide together who does what and when:

What is the goal? What does success look like?
Who will shepherd which task and what are the deadlines? Pro Tip: The person who sets the deadline is in control no matter what their title is.
What are the project’s KPI’s? How will you know you’ve met them?
How will you meet? In person? Videoconference? How often? Daily? Weekly? What hours is everyone available for questions or huddles?
What information will you need from them? What information will they need from you?

Communicate

Each of your team members has multiple demands on their time from multiple supervisors and multiple projects. Every week team members should either submit an email report or meet with you for a brief update on both the progress of your project and the status of their other projects. This alerts you to competing deadlines and prompts you to notify your team’s supervisors. Ask the supervisors to prevent a crisis by prioritizing projects. Pro Tip: A written status report (on both successes and challenges) can double as documentation for annual performance reviews.
From the beginning and throughout the project, remind the team that you support their individual brands. Email their supervisors when they produce good work. Give the team visibility to the rest of the company.
Observe what motivates your team. Who works because it’s intrinsically rewarding? Who works for recognition? What are their career goals? Connect working on this project to reaching them.

Cultivate

Teams working on short projects together don’t have much time to connect on a personal level, yet business moves at the speed of trust. It’ll make your life easier if you can accelerate team bonding.
If a teammate is uncooperative, schedule a 1:1 and find out why as soon as they miss a KPI. Are there barriers you can remove (e.g., other projects)? Do they need resources you can obtain (training, equipment)? If the teammate still refuses to produce in a timely manner, send them an email reiterating your conversation and copy their supervisor. If you still can’t convince them to contribute, schedule a meeting with their supervisor and ask how they motivate the employee. Pro Tip: the emails should be enough evidence to keep this employee off of future teams you lead.

If you have to manage projects without authority over people, then you must build commitment and engagement. Find common ground and use it to align goal setting. Get your team the resources they need to do good work. Explain the logical (not emotional) reasons for taking an action and the consequences of not taking it.

Have you had responsibility without authority? How did that work out? Please share in the comments.

Brand Awareness

Last week we talked about bringing your whole self to work which concentrated on the impression you give. This week let’s talk about your reputation and if the brand you’re projecting is being received the way you intend.

Why do you need to know?

In the 1980’s, Lee Atwater coined the phrase, “Perception is reality.” You may think you are kind, compassionate, and thoughtful, but if your peers, bosses, and clients see you as cruel, harsh, and insensitive; that’s a problem. For example:

You thought that you were being assertive, but your team mate accuses you of being difficult
You thought that you were celebrating accomplishments, but your boss suggests you stop bragging
You thought that you were being diligent, but your client complains your follow up is aggressive.

You can’t control every opinion of you, but shouldn’t you intentionally manage what you can? Every day you’re creating an impression and it affects what projects you get assigned, who you do them with, and even future job opportunities. Your performance is judged not only by what you do, but also how you do it. Your skill at influencing how others perceive you is a key to controlling your career trajectory. This is not manipulation; it’s both personal and leadership development.

How do you find out?

Self-awareness – Much of our behavior is unconscious and habitual. Consider taking an assessment like The Myers-Briggs Type Indicator, DiSC Profile, or Clifton StrengthsFinder. Look for patterns in the data. E.g., Do you behave more dominantly when you’re stressed? Pro Tip: Don’t dwell on the results you disagree with. These tests are snapshots of where you were mentally and emotionally when you took them.

Feedback – Choose peers, managers, and direct reports you trust to give you objective evaluations. Ask them about a specific situation where their reaction was not what you expected. Graciously receive their feedback. Resist arguing and/or accusing them of misunderstanding. There will be at least a bit of subjectivity in their opinions, so evaluate them carefully. Excavate the truth from their feedback, then determine how you will communicate differently during your next interaction.

Reconnaissance – Observe leaders you admire. How do they behave? How do they influence? How do they present themselves in meetings, 1:1s and on social media? Define the traits they have that you want people to associate with you, then model them. E.g., is the leader known for facilitating productive problem solving? Before your next project meeting, think of three open-ended questions that will prompt discussion of how the team can push the project to the next step.

What if you want to change it?

Start Small – Begin with the easiest impression to change and make altering it a S.M.A.R.T. goal. Activate the perception-changing conversation by digging up common ground. For example, is your team full of dog lovers? If you like the same things, it’s a small step to reason that you want the same things (e.g., accomplishing the project you’re working on together).

Advertise – Let team mates know you’re in the process of changing your behavior, and that you’ll periodically ask for their feedback. Leading with vulnerability triggers support. Resist exaggerating. You can’t sustain deception. When it’s discovered, it’s really hard to earn trust back.

Repeat – You’ve trained people to anticipate you’ll react a certain way. It takes time, both for them and you, to unlearn the pattern and replace it with your new one. Participating in team projects is a good way to demonstrate your change. When successful completion depends on working together, your coworkers are motivated to perceive you positively.

It’s all interpretation. If coworkers, managers, and customers see you in a negative light, soon they don’t want to work with you and you don’t want to work with them. You have the power to make your light shine positively.

What do you do to control your narrative? Please share in the comments.

Who Are You?

During the first team meeting after Jane got promoted from individual contributor to manager, she admitted she was nervous about the new role and asked her team for help. Her honesty and vulnerability were counter productive. Instead of regarding her as authentic, Jane’s direct reports perceived her as weak and unable to do her job. They didn’t trust her decisions, making it impossible to lead them. Her leadership style should have evolved as she gained experience, but instead Jane lost the courage necessary to promote her ideas.

What Bringing Your Whole Self to Work Means

Being both courageous and comfortable enough with coworkers to reveal both personal interests and flaws, thus creating space for them to reciprocate
Normalizing what employees experience outside the workplace affects them in the workplace
Includes both the impression we give of ourselves (consciously or unconsciously) and the impression we have of coworkers
Some elements we consider: authenticity (“This is me, warts and all”), humility (“I don’t know everything”), and vulnerability (“I need your help”)

Bringing your whole self to work is a relatively new concept. It presupposes that employees want to find purpose and higher meaning through their jobs. During the industrial revolution, no one looked for engagement with their work. They worked to buy food, clothing and shelter. They looked for purpose and higher meaning at church, in nature, or through art. Even today, some employees will never see their jobs as a source of fulfillment. If employees spend their energy trying to fit in to the culture, then they don’t have a lot left to be innovative, engaged, and productive.

Why You Don’t

Maybe, like Jane, you brought your whole self to work in the past and got judged or were less than your coworkers expected
The culture of your workplace is not conducive to sharing, keeping conversations at surface level
You fear revealing certain parts of your personality will make you appear unprofessional (e.g., you remain silent in a meeting after your feelings were hurt)
You are ashamed of something in your background
You feel pressured to always be right because your work culture does not support learning from failure

Why You Should

The more willing you are to be authentically vulnerable, the more positive an impact you have on both your work and your team. Bringing your whole self to work:

Breaks down silos
Accelerates trust
Creates a culture where honesty is valued
Removes the stress of hiding flaws
Allows genuine connection (critical to successful networking)
Enhances productivity and performance
Boosts creative problem solving
Helps managers resolve conflict in a constructive way

Someone who recognizes when to risk being vulnerable also recognizes a smart business risk when they see it.

How You Can

Start the authenticity ball rolling by:

Both recognizing and appreciating coworkers. There is a difference. Recognizing is feedback on performance. E.g.,“You gave an excellent presentation today.” Appreciating is expressing gratitude for valuable human qualities (e.g., humility, kindness, humor) regardless of whether the deliverable succeeded or failed. E.g., “It’s obvious you care deeply about serving our customers.” Recognizing and appreciating them helps coworkers feel seen. This leads to deepening trust and improving job performance
Having a growth mindset. Every challenge is an opportunity to learn, and we learn more when we do it together
Leading through both modeling and celebrating behaviors like: speaking up, taking smart risks, and owning mistakes. This enables your workforce to feel psychologically safe which leads to creativity which leads to productivity which leads to revenue

How comfortable are you bringing your whole self to work? Please share in the comments.

Resume Refresh

Multiple companies in my networking groups are hiring and there are a plethora of position postings on my social media platforms. Sufferin’ Succotash! This seems to be a hint to update our resumes.

Then and Now

When our grandparents first entered the workforce, they looked through newspaper help-wanted ads, typed up a resume and cover letter, mailed it to the hiring company, and waited by their rotary phones to be called in for an interview. Technology has exponentially streamlined the job hunt. Networking is a major factor, but that is another post for another day.

Individualize

Best practice is to get your resume into the email of an ally who will personally forward it with a recommendation to the hiring manger. If you must use a job search website, (Indeed, Monster, etc.) be prepared to sift through scads of subcategories using keywords to drill down through their specializations and/or certifications. Edit your resume to match the job descriptions of the returned results. It takes a lot of attention, but tailoring your resume to fit each position you apply for is essential.

Short is Sweet

Your resume is an advertisement enticing recruiters to call you for interviews, so leave them wanting more. It shouldn’t be longer than two pages and one is preferable. If you need to cut something, make it the reference section; save those for the interview. Only list your job history for the past 10 years unless the experience you gained is crucial to the job for which you’re applying. If the applicant tracking system (ATS) doesn’t force you to list beginning and ending dates of past employment, omit them. As for hard copies, if you aren’t Elle Woods, stick to black font on white paper. Proofread your resume multiple times before hitting send. Have a friend proofread it. Read it out loud. Print it off and read it. Let it sit for an hour, then go back and read it again.

By the Numbers

Hiring managers want to see you’ve either made your employers money or saved it, so quantify your accomplishments when possible. For example, “My outreach efforts increased my company’s revenue by 3% last year,” or “I initiated the move to an online fax service saving my company about $2000 by not purchasing paper and ink.”

Hello SEO

Even if you have an ally in the company campaigning for your hire, you’ll likely still have to apply for the position on the company’s website. The ATS scans your resume looking for keywords from the job description. Match your skills to the role using the words they use. For example, if the job description says, “Fluent in Spanish,” make sure those exact words are on your resume.

Entry-Level Irony

Many jobs require experience, even for entry level positions. Experience you gained as a volunteer counts. Were you the president of your fraternity? Did you manage a household budget for five people? Have you moved your local animal shelter’s donor information records from spreadsheets to a CRM? You can also showcase your soft skills. List examples of problem-solving, communication, and/or teamwork.

LinkedIn Better

Yes, I just used LinkedIn as a verb. LinkedIn is an interactive resume and interview combined and on steroids. It’s one of the main resources recruiters use to vet candidates, so be sure to put your LinkedIn URL on your resume. Audit your LinkedIn profile. Invest in a good headshot. Follow companies you want to work for and look at the marketing or sales employees’ profiles. Model yours after theirs (e.g., add appropriate keywords from their headlines to yours) so their recruiters can find you. Start a conversation: congratulate them for an award they won, thank them for posting an insightful article, or mention a non-profit you both support.

Have you updated your resume lately? Please share your suggestions in the comments.

What to Expect When You’re Not Expecting

Awkward: The word that best describes the time period between a coworker’s dismissal and his departure. Even if it’s someone you don’t like, you wouldn’t wish job loss on anyone. Restructuring happens. Downsizing happens. Finding out someone’s role is eliminated makes you realize it can happen to you. It’s scary. It makes it hard to concentrate and do your job well. Not doing your job well puts you in danger of losing it, creating a vicious circle. You can’t control the corporate machine, but here are some things you can control:

The Obvious – Google what current resumes look like. If you haven’t had to search for a job for a few years, you may be in for a rude awakening. Employers want the story of your career in numbers, so you need to quantify yourself: How much revenue do you generate for your company? How much time have you saved your company through process improvement? Quantifying your job performance in percentages can be tricky if you are in an administrative role. You may have to get a bit creative. Can you quantify how much time you saved your supervisor? Can you quantify how much money you saved the company through frugal purchasing? You no longer have to put every job you ever held on your resume. Hiring managers only want to see your experience relevant to the job they need to fill. So, first create a master resume with every job you’ve ever had including dates, supervisors’ names and titles, the previously mentioned quantified percentages, referrals and contact information. Then, revisit it every six months to update any outdated information. If it becomes necessary for you to apply for a job, you can easily cherry pick the relevant experience from this document and create a fresh resume tailored specifically to the job for which you are applying.
Don’t forget the cover letter. Plenty of job coaches are on the fence about whether or not the cover letter is dead, but most agree it doesn’t hurt your chances if you send one. Polish yours, then save it as a template. Make it a marketing piece that tempts a hiring manager to read your resume. Hopefully, you won’t need it for a while, so leave notes for yourself in it. For example: include several ways to contact you; at least your email address and phone number in the signature block. Leave a note to yourself in the greeting to go to LinkedIn and find out the hiring manager’s name. In the body, leave a note to yourself to choose three key phrases from the job description then give examples of how your experience fills those needs using the quantifying percentages from your master resume. If you unexpectedly lose your job, just having a foundation to build on can calm your panic.

The Not so Obvious – Get on a job posting website and check out positions that interest you and companies at which you’d like to work. Check out the job descriptions. Do you have the skills to do the jobs that interest you ? If you don’t, go get them. With Massive Online Open Courses (MOOL), there’s no excuse not to have up to date skills. And yes, I’m putting my money where my mouth is (or where my fingers are, in this case). I took an online Introduction to Financial Accounting class from The Wharton School of Business through a MOOL. It’s not only on my resume, but also on my performance review.
Join LinkedIn. Do more than fill out your profile and upload a picture. If you need advice on how to use LinkedIn, search your public library’s database for a how-to book and check it out. While you wait for the book, read this article: https://www.themuse.com/advice/9-surefire-ways-to-boost-your-linkedin-profile-when-you-only-have-10-minutes
Network. This can solidify your current position as well as help you make connections in case you need to quickly find out who is hiring. Does your employer participate in networking groups? Wrangle an invitation or offer to manage your company’s table at the next event. You can pass out business cards and collect them for your own future use while simultaneously promoting your company. And don’t forget to follow up with new contacts on LinkedIn.
Do you know someone who has suffered job loss and bounced back into a new position? Buy her a cup of coffee and ask how she did it. Most people like telling their stories and smart people listen. Ask if in hindsight she knew the elimination was coming, what would she have done to prepare? When she gives you suggestions, do them.

Get a Side Gig – Take on an additional (part time) job, or a find a side hustle. At the very least, you’ll feel like you have some control over your destiny, and you’ll have a bit of income to fall back on if the worst happens. If the worst doesn’t happen, you’ll have a little extra cash; which leads me to my next point…

Save Your Money – This is not the time to purchase luxuries. Take this opportunity to pay down debt. Every month make an extra payment on your: car, credit card, student loan, mortgage (Get the idea?). Being debt free gives you so many options and peace of mind. No debt? Congratulations! Put the earnings from your side gig in your IRA. You DO have an Individual Retirement Account, right?

Keep Calm and… During uncertain times, you need to keep your wits about you. You can’t do that in panic mode. Need help getting down off the ledge? Grab your notebook (paper or computer) and start writing. Here are some prompts: What exactly are you afraid of? What is the worst that could happen? Seeing the words in front of you not only gives the feelings less power, it helps you form a plan. Then go for a walk, run, swim, yoga class, spin class or whatever. Do something to get your body and endorphins moving. Wear your body out to lower your stress so you can think more clearly.

Do Your Best Work – The company is going to do what the company needs to do. You cannot control that. The only insurance you can give yourself is to be the best at your job. Don’t give up. You’ll either keep your job or you won’t. And if you don’t, you’ll want to use your manager and coworkers as references. Let them be able to honestly tell your next hiring manager that you have enough emotional intelligence to show grace under pressure.

Please share your stories of living with job insecurity here:

Be a Great CSR – Even if You’re Not

One afternoon last week at work, my manager was distressed as she hung up the phone. She’d received a call from a customer with whom she’d been playing phone tag. He’d contacted our call center the week prior and the CSR (Customer Service Representative) could not help him so she notified several Program Managers (PM) detailing this customer’s issue. After several days with no resolution, my manager contacted the customer to determine whom was the correct person to help him. She did this knowing full well she was not that person. She was distressed because now the customer was needlessly frustrated. My manager determined which PM could help the customer and got the ball rolling in the right direction for him. My manager is a PM, but she demonstrated for everyone in our office how important customer service is. If customer service is not officially in your job description, here is why you should learn to do it anyway:

It May Not Be Your Job, But It IS Your Business – Even if you do not deal directly with customers you have a supervisor (even C-Suite employees have a board to whom they are accountable). This supervisor is actually your customer because your job is “At-Will” (Google “At-Will employment). Start thinking of your supervisor as a customer. I’ve worked at a television station, retail stores, schools, churches, and corporate offices. In all these jobs, I had managers. When I started treating them like they were a customer paying me for the skills I brought to my position, it changed the game. My attitude changed which made them react differently to me. You can use customer service skills in just about every job you’ll ever have. It adds value to whatever position you hold in a company.

What? Like It’s Hard? – Whether you sell a product or a service, people are what keep you in a job. It’s in your best interest to help them. With companies using fewer people to do more work, it behooves you to learn how to be nice. Most people think of complainers when they think of customer service and you definitely get those. First just stay quiet and let him talk. Soon, like a crying baby, he will wear himself out and you can get a word in. At that point, offer sympathy and tell him what action you intend to take on his behalf even if it’s just, “Let me talk to my manager and see what I can find out for you.”. A gentle answer turns away wrath most of the time. People usually just want to be heard. Then, they want to know someone is doing something about their problem. I was in a situation where I needed a prescription filled and had no clue there were restrictions on it. Luckily, the Pharmacy tech was fabulous at customer service. She told me if I could wait a day and come back, she would contact both my insurance company and my doctor’s office and figure out how to work within the restrictions. She even called me less than 24 hours after my first visit to update me on her progress. That made my second trip to the pharmacy in as many days much more pleasant. (Thank you, Michelle!)

Life Is All About Relationships – Customer service is simply getting along. The same skills you learned to get along with your college roommate, or church baseball teammates, or the people you volunteer with at your local Metropark, are the same skills you use in customer service. Let the customer know you are on his side. Your attitude should be: We are in this situation together. How can we get a win for everyone involved? It’s also about communication. Even if nothing can be done to fully satisfy the customer, an explanation and an empathetic apology is an acceptable answer.

It Benefits You – Customer service is a valuable transferable “soft” skill. When you help people, you gain a reputation as a problem solver. And problem solvers are indispensable in any organization. If someone you’ve helped is really grateful and says something like, “It’s been great working with you” or “You’ve been so helpful” and you feel it’s appropriate, let him know that a couple of sentences sent to your supervisor (and copied to you) in an email would be greatly appreciated. That way both you and your supervisor know how much you bring to the table. Put these emails in a folder and bring them out at performance review time. Remember: The more people you help, the larger your network gets. You never know what connections you can make or from where your next job will come. You may help the husband of a manager of the company for whom you want to work, and when she’s looking for someone special and talking to him about it on a dinner date, he might remember you and jump start your next opportunity.

How does customer service come into play in your job? Share your story here: