Emotions | Transitions Intl

Emotions | Transitions Intl - Part 2

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19 February 2016 In Change, Character, Coaching, Communication, Customer Service and Sales, Emotions, Employee Engagement, Habits, Integrity, Lead From Within, Leadership, Organizational Leadership, Personal & Professional Development, Sales Leadership By Lalita Raman

Four REAL Ways To Create Customer Service Excellence

√Customer Service Excellence is the single most distinguishing factor to maintain critical competitive advantage - LR√ During one of our travels, one of the airlines in China cancelled our flight and they sent us an email asking us to call them. When we did, we went back and forth for the next 3 hours, , sandwiched between the bureaucracy of two airlines. As it happened, we had booked our entire journey through one airline, and we had to use the other airline for one sector. Every customer service person of the airline that we had booked our flights through kept telling us to speak to the other airline and that they could not reissue the ticket to the new flight following the cancellation by the other airline because they had nothing to do with the cancellation. After spending over 3 hours, we finally managed to speak to the manager and get the situation resolved. This experience left us exhausted, frustrated and not wanting to return back to that place. It showed lack of care, empathy and above all, we were made to feel as if they were obliging us (the customer), when the airline had decided to cancel a flight. In

11 January 2016 In Change, Coaching, Comfort Zone, Communication, Emotions, Habits, Lead From Within, Leadership, Life, Organizational Leadership, Personal & Professional Development, Sales Leadership, Talent Management By Lalita Raman

Four Mindful Ways To Be More Effective

One of my friends is into mindfulness and has engaged in it for past several years. In almost every conversation with him, I have observed that he gets irritated with something that has happened or something that is about to happen. Yet, he is quick to clarify that mindfulness has helped him and he swears by it. I am not sure why he offers this clarification every time. Mindfulness and courses on mindfulness has grown in geometric progression in the past two years. Anything with a mindfulness angle surely gets noticed. ⇒Are all those who talk about mindfulness and those who promote mindfulness, always mindful ? ⇒How can we be mindful in the time driven world of ours? Does it necessarily involve hours of practice, silent retreats and meditation?⇐ I read an interesting article on HBR that piqued my interest The title of that article was Mindfulness -Search Inside Yourself It talks about "just six seconds of mindfulness" can make you more effective. The crux of this article which caught my attention is that you can do away with the mental baggage, during your day, when you approach each new situation with a present, focused mind. You achieve a calm and agitation free mind by consciously taking one

30 November 2015 In Change, Character, Coaching, Comfort Zone, Communication, Emotions, Habits, Integrity, Lead From Within, Leadership, Personal & Professional Development By Lalita Raman

Four Easy Ways To Let Go Of Judgement

Two weeks back on Friday, when I was walking down to a meeting, I suddenly noticed an old man struggling to balance himself on the four or five stairs down the hill. I immediately stopped and asked him if I could help him and he readily consented. I made sure he was okay and asked him if he needs me to help him further down which he politely refused. He indicated that he will hold the railing down the footpath. I continued to be worried because of the steep slope and occasionally kept turning behind. I noticed he was slowly making his way down. I immediately wondered why would a man at his age risk, going on his own, down such a steep slope. Why can someone not accompany him or why can he not take a different path? He is putting himself at a huge risk of falling by going down such a steep slope, especially when he seemed to be challenged with his balance. Then I stopped in my thoughts and asked myself who am I to pass judgment? I don't know him or his circumstances. →How many times do we judge others and their situation, based on what we see? My

10 July 2015 In Change, Character, Coaching, Comfort Zone, Communication, Conflict Leadership, Customer Service and Sales, Emotions, Employee Engagement, Habits, Lead From Within, Leadership, Life, Organizational Leadership By Lalita Raman

Three Keys To Be An Impactful Communicator

"This is urgent. So please get it done ASAP" "Can you call between 9 am to 10 am?" "I would like to meet you sometime next week or so". "Can you tell her I called?" "Client is livid, can you look into it when you get a moment, please ?" What is the common problem you see in all of the above communication? Have you been in situations when you have told somebody it is urgent or ASAP and yet your request has not been met within your specified deadline? Has this caused you frustration and increased your stress and overwhelm? However, did you use specific language in your request or your instruction ? Let's take another scenario "I'm not sure I can do this" "I'm sure, I'm going to mess it up and not be able to make that presentation properly" "I'm not going to do this interview well" "I am in no good at public speaking. I suck at making presentations in front of a group of people. Does this form of self-communication sound familiar to you? There are three factors to impactful Communication, those that lead to inspiring and influencing others or what is often known as leadership communication 1. How do you communicate with yourself? Your thoughts lead to your inner talk. Is that empowering or

23 February 2014 In Change, Character, Communication, Emotions, Habits, Lead From Within, Leadership, Personal & Professional Development By Lalita Raman

Don’t Take LIFE For Granted

Don't Condemn Criticize or Complain This is one of the Human Relation Principles of Dale Carnegie. The simplicity of this statement is complex in itself. It is one of the most difficult to practice especially when things go wrong, you are experiencing a down and out day, and many moments in your life is filled with chaos, suffering and adversities. Take for instance, when a customer service doesn't take action and keeps saying sorry for the inconvenience caused and yet doesn't show any signs of resolving the issue, most of our reaction is to criticize and get angry. There are many such similar events in our life when our patience is tested and we either complain or criticize. If you observe, we criticize, condemn or complain not only about others but also ourselves. How many times have you chided yourself ? It is good to vent out, to seek improvement but we need to be thankful in life. Three years back, after finishing my boot camp, whilst getting down some stairs on my way home, I fell down and fractured my ankle. I realized, how much I missed walking normally, how much I used and needed my ankle. I have had many injuries and accidents and each

22 February 2014 In Change, Character, Coaching, Communication, Emotions, Integrity, Lead From Within, Leadership, Life, Organizational Leadership By Lalita Raman

Leadership And Compassion

I had met Victoria recently who had hired me as a coach. Victoria is a highly motivated, energetic, determined and passionate woman in that she is driven by her purpose and vision in life. She is a senior executive with a multi-national firm and she has progressed very well in her career. She is one of the youngest managing directors within her firm and somebody whom people within the firm envied and looked up to. Victoria is a caring and compassionate individual but at the same time very goal oriented and at times in that drive may seem to appear as impersonal. Victoria normally is prompt and punctual. However on this day, she arrived to my office 10 minutes late. She profusely apologized. I observed that she seemed agitated and particularly stressed about something. I accepted her apology, smiled and requested her to take a seat. I allowed her to calm down and I did this by being silent for several minutes. That helped her to calm her nerves and regain her composure. She had a glass of water and she started narrating how her day was, what caused her to be stressed out and the reason for her delay and

22 February 2014 In Character, Communication, Emotions, Habits, Lead From Within, Leadership, Personal & Professional Development By Lalita Raman

Responsibility Is A Choice

I was at a lobby of a hotel last week waiting for a business meeting and I happened to hear an interesting conversation between a young lady and the guest relations manager of the hotel. As the lady was getting up to see something that the guest relations manager was showing, she collected her belongings at which point the manager mentioned to her,"Ma'am don't worry about your belongings. They are safe." The lady smiled, thanked him and said "I understand sir, but I'd rather be responsible for my belongings and what happens to it instead of entrusting them to someone else." Responsibility, I thought, was well-defined by this lady. Responsibility

19 February 2014 In Character, Coaching, Communication, Emotions, Habits, Lead From Within, Leadership, Life, Personal & Professional Development By Lalita Raman

Live With Hope

Photo Credits : Lalita Raman Once there was a young warrior. Her teacher told her that she had to do battle with fear. She didn't want to do that. It seemed too aggressive; it was scary; it seemed unfriendly. But the teacher said she had to do it and gave her the instructions for the battle. The day arrived. The student warrior stood on one side, and fear stood on the other. The warrior was feeling very small, and fear was looking big and wrathful. They both had their weapons. The young warrior roused herself and went toward fear, prostrated three times, and asked, "May I have permission to go into battle with you?" Fear said,"Thank you for showing me so much respect that you ask permission." Then the young warrior said, "How can I defeat you?" Fear replied,"My weapons are that I talk fast, and I get very close to your face. Then you get completely unnerved, and you do whatever I say. If you don't do what I tell you, I have no power. You can listen to me, and you can have respect for me. You can even be convinced by me. But if you don't do what

17 February 2014 In Change, Character, Comfort Zone, Emotions, Integrity, Lead From Within, Leadership, Life, Organizational Leadership, Personal & Professional Development By Lalita Raman

Leadership and Bias

"She is quiet; she has probably nothing interesting to say", "Investment bankers are all extroverts and make a lot of money", "Oh you are Indian; you must have grown up in a caste system", "She is successful and has come up the ranks on the fast path. She must have achieved this because she is a flirt and has used her influence", "A leader is one who manages team and is part of senior management". What do these statements sound like to you? Asian/American, Male/Female, Extroverts/introverts, rich/poor, aggressive/meek is the common single story we hear or are categorized into. You are categorized, stereotyped and generalized and not seen for your uniqueness, for your passions, your interests. Nor do you see others. Bias creeps in our day-to-day life, and communication. This comes from our culture, our exposure or non-exposure, and our experiences. But the real question is do we get so taken in by others beliefs and by our limited experience that we fail to see the uniqueness of the person in front of us. Do we fail to see that one person or a group of people don't represent an entire country or gender? Can Bias be fixed? "I alone cannot change the world, but I can cast a stone across the

17 February 2014 In Character, Coaching, Comfort Zone, Emotions, Habits, Life, Personal & Professional Development By Lalita Raman

Living In The Moment

I was at the gym yesterday and two women were exchanging a rather loud conversation in the women's changing room. I could not help pay attention to one of the remarks made by one woman to her friend. One of the woman asks her friend, so how was your week-end to which her friend replies, "I spent a lot of my weekend living in the moment". I turned around and had a smile on my face when I heard that remark. I smiled because it is not often that I hear that response. The lady who had asked her friend the question, looked confused and started asking a lot of questions at which time I was well on my way out of the women's changing room and was rushing for my class. The moment that is now and every moment that is yet to arrive will be history by the time you finish reading this statement. Be in this moment, live and enjoy this moment. These are statements that you read in blogs, quotes , hear from your friends and read in various self-help books and possibly remind yourself at various points in your day. Have you wondered ever so often what does