The Ops Authority podcast

109: The 5 Ps to Deliver an Unexpected Message to Your Leader

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Have you had to deliver hard news to your client before? Do you shy away from being the bearer of bad news? 

 

On today's episode, we are going to be talking about the 5 Ps to deliver an unexpected message to the leader of a business you are supporting. It is inevitable that throughout the course of a client relationship you are going to run across a situation that needs to be addressed. As a Director of Operations (DOO), part of the responsibility is to share feedback. The key is to be a communicator, and I hope these tips will equip you.

 

Imagine this scenario: you are on a team and the leader has shared a strategy and you and the team are working to implement. No one on the team believes in this strategy, and the buy in is super low. The hard part is that the leader has no idea. They are completely unaware that the team doesn’t support it. Because the team is made up of “yes ma'am” people, they aren't empowered to speak up. However, you have the ability and the responsibility to have a conversation about these things.

 

This isn’t easy, but it is necessary to be a leader in the business, for yourself, and in the industry. This type of leadership will set you apart, and you are changing the way the team or business sees you. 

 

The 5 Ps

These are the 5 things I go through to make sure I deliver a message with ease, and deliver it  in an approachable way where the leader will be open, and resist a negative response.

 

Perspective

Gather perspective, gather your facts, and look at the trends in the industry or their business. Look at the root issues and always stay objective. Make sure it's not just you who feels that something is off, and that you aren’t framing questions in a way that gets you a response that will confirm your position.

 

Perspective will allow you to plan your message.

 

Plan

Pull the facts that you have gathered from the perspective phase and create a plan. You need to have a plan around delivering this information. During this phase you will utilize documentation, and crystallize the facts. 

 

“It's helpful to have something that allows you to remove the emotionality from it.”

 

Consider how the leader engages in conversation and feedback, and tailor the message around them. This is important to get the buy-in from the leader to be able to have a 2 way conversation.



Private

The delivery of this information needs to be private. If it is a group setting, it will feel like a pile-on, which never ends well. You want the leader to become aware of something so you two can collaborate to create change. Set up a meeting in one-on-one format and leverage the plan. 



Proactive

This message is unexpected for the leader. How they receive it depends on the personality type of the leader and how coachable they are. Take faster action than you typically would. You want to take fast, planned, methodical, analytical action. In other words, don't spend too much time on fact finding. This is part of you stepping up as a leader on your team.

 

“Being proactive is key to open, honest, effective, communication.”  




Positive

You don’t know how the leader will respond, so it's important to stay positive throughout the entire experience. Keep yourself in a positive place, meaning you are open minded and separate yourself from the message that you are delivering.

 

“Continue to be a positive force for the team after the message has been delivered.”

 

Your job is to point out the gaps and the root problems, but at the end of the day, the leader gets to do what they want with that information. 



Weekly Ops Activity

Head over to the Facebook group and let us know what are some of the scenarios when you delivered an unexpected piece of feedback to your client?



Other Ways to Connect with Me:

Website

Private Facebook Community

Facebook Page

Instagram

This episode was first published at theopsauthority.com/podcast/109.

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    Do you find it hard to establish and communicate boundaries with your clients?   Today, we are going to talk about why you need to set boundaries with your client or employer. The most successful relationships that I’ve had are those in which I've been able to show up as my true self, and have established boundaries. Not only did I have to do the work to define the boundaries, but I had to effectively communicate those boundaries. When I was able to do both of those things, I experienced the most fulfilling business relationships I’ve ever had.  Why You Need Boundaries in Your Business What is a boundary? It is a limit which you consider acceptable. There is no box you have to fit in, and there is no list of boundaries that will be applicable for everyone. You get to be the author, and your boundaries should come from what you value.   If you are thinking about all the relationships that haven’t been successful, a common theme was probably that you were under-appreciated and overworked. Overworking never produces an overly satisfied party. The over-striving to impress someone sucks your time and energy.   “A healthy relationship lends itself to a productive, effective, and highly communicative partnership.”   I want you to move from a place where you feel like an employee to the next level of that feeling of partnership. Being productive, effective, and communicative are met by having boundaries and having mutual respect for those boundaries. The win/win for you and your client is that you are able to show up and share your gifts, rather than carry the stress, questions, and worries.  So, let’s dive a little deeper into why boundaries are so important in the work you do.   You Come First You likely got into business because you want to do life on our own terms. You want to use your gifts and expertise and be able to show up authentically as you. These boundaries are going to be derivatives of your goals, dreams, values and vision.   You Deserve Balance We all have talked for years about the concept of work-life balance. After all of that work, the work-life balance is still elusive… especially in a corporate environment. If you are stepping out and doing business on your own, I want you to be balanced. The closest you will get to that is going to be the place you are the happiest with yourself, your family, and your work.    Take as Much as You Give You can easily get out of balance when you are overachieving or when you are not clear. Those things lead to overworking and burnout, which is the opposite of what balance looks like.   Your Mental Health Matters If you feel stressed, can’t sleep, or have a lack of exercise, all of this will lead to a place of poor mental health. These lack of boundaries can lead you to a place of being in a poor mental health space.    “No boundaries equals stress all of the time.”   High Performing Connections and Relationships When you have boundaries you have high performing connections and relationships. If you have been in a position where you have felt that you were never doing the right thing or never doing enough… it likely lacked an ease of communication. In this situation you will never have the feeling of high performance. When you have all of that chaos around you, it never feels like ease.    “When you have high performing connections, it builds a solid relationship and creates the best client relationships.” Stay Focused and Productive When Present When you have boundaries, you will stay focused and productive when present. Time is a boundary for most of us. If you put a boundary on your time and couple it with a healthy communicative relationship, then when you show up to work you will be focused and productive. You won’t have all of the emotions that will slow you down.   Avoid Uncomfortable Situations When you have boundaries you avoid uncomfortable situations and misunderstandings. Your clients can’t read your mind, so if you don’t clearly communicate your boundaries, there is no way a client can uphold them. They won’t be able to know if they are putting you in a situation that makes you feel uncomfortable. Love Your Work I want you to love your work, and honor your gifts. When you do this, you will experience less turnover. When you are seen for the great gifts you have, and are able to use your gifts, you will stay in that place for a lot longer. Finding new clients will always set you back, so minimize that by working with people who respect your boundaries.   “If you can go into a relationship where your boundaries are said, understood, and practiced, you will love your work in a different way.”  If this topic resonates with you (it should if you’re a service provider in any capacity), we have a 5-day series coming up and it’s all about scope creep. You know, when the time when your client or clients take over your entire life or a project goes from simple to stressed? Register here.    Weekly Ops Activity Evaluate the struggles you are currently experiencing with your client, write them down, and then write out a boundary statement that you can institute to minimize your struggle. Head over to the FB group and share it with us!   Other Ways to Connect with Me: Website Private Facebook Community Facebook Page Instagram This episode was first published at theopsauthority.com/podcast/110.

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