Braverman's Blog
Terry Braverman and Company

Character Counts

Last Sunday, a computer-based glitch on the United Airlines website allowed passengers to book flights to Hong Kong — or other places in Asia connecting in Hong Kong — in exchange for a paltry four frequent flier miles, plus government taxes. The advertised price of the ticket was accurate; the technical slip-up occurred in the transaction process. United eventually corrected the error and announced it wasn’t honoring tickets already sold. People could get a refund without paying a penalty or have the proper amount of miles deducted. Anyone who had already started their trip would be allowed to complete their travel. Several people who booked tickets are complaining to the DOT, which is now investigating the matter.

Communication Orientation (Part Two)

Last week’s post began an exposition of how good communication builds morale, trust and energy with those around you. For the sake of review, let’s go over the fine points of addressing different communication styles:

Know that even though we may all be speaking English, there are differences in communication styles that can lead to misunderstandings and mistakes. Having a strategy to adapt our communication style to others’ style can provide a positive approach to avoid and defuse conflict.

Poor Communication = Enervation

“Any problem, big or small…always seems to start with bad communication. Someone isn’t listening.” Emma Thompson

Continuing the ongoing theme of how to sustain our energy levels, we move from the emotional/spiritual component (connecting to purpose) and the physiological (deep breathing) to the mental/interactive: communication.

It’s estimated that 80% of all mistakes, miscues, malfunctions in the workplace, call them what you want, are due to sloppy communication. When this issue goes unaddressed and is allowed to fester in the form of unresolved conflict, most everyone’s energy level sags and productivity starts to plummet. Withheld communication, whether in the form of suppressed opinions or feelings, become a concrete albatross to the goals and objectives shared within an organization.

Communication Orientation

I call (good) communication one of my top three energy enhancers. Isn’t it true that we feel happy and energized when there is good natural flow of communication between us and others that results in clear understanding? Conversely, when we are stuck in unresolved communication calamity it tends to deplete us, like pulling the stopper from a bathtub drain.

Know that even though we may all be speaking English, there are differences in communication styles that can lead to misunderstandings and mistakes. Having a strategy to adapt our communication style to others’ style can provide a positive approach to avoid and defuse conflict.

Connecting to Purpose

Last week I wrote about sustaining energy and the forgotten factor (deep breathing), addressing the energy shortage in people on a physiological level. Today I want to contribute an emotional/spiritual component to the issue.

For many, it may be re-connecting to purpose; for some, creating a new purpose, but seriously ask yourself: “What do I live for?” The answer should candidly distill down to a passionate feeling or quality of living, e.g. “I live for joy,” “I live to nurture my family,” “I live for peace of mind.” Mine is, “I live for adventure.” It doesn’t mean that I run with the bulls or wrestle alligators. I live for adventure, not insanity! It means that I try to find the adventure in most everything that I do. For something as mundane as going to the market, I’m not going just to shop. I preset an intention to talk with or meet somebody on the line at the checkout stand, or elicit a new way to prepare fish from the person behind the fish counter, or learn about a new product. Building my life around that sense of adventure really simplifies things in terms of creating goals and objectives, like feeding off an oxygen tank.
 


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