HOW YOU RESPOND MATTERS. PERHAPS, MORE THAN HOW MUCH YOU KNOW.

Let me share an observation.

Over the holiday, I noticed something interesting as I took time to unplug. I got a new haircut, pedicure, and even did my dental visits that I’ve delayed most of the year. Then I noticed.

Ouch! Eh!

Every time I felt like the pedicurist clipped my nails too closely I winced. When the nurse’s dental machine made my teeth shutter I winced. What intrigued me was their reaction:

They stopped and became flustered.

“What do you want me to do if you are going to wince every time?” they said in frustration.

It wasn’t until the more experienced professionals stepped in to fix it. “Hold on, ma’am, we’ll get this done soon,” they said as they smoothly completed the task. I continued to wince but was happy the task was well managed.
That’s when it clicked for me.

As a consumer, I just wanted to be reminded that it was going to be ok – that the professionals had it under control and would take care of me. As an individual, it reminded me how important it is we think about how we respond to uncomfortable situations.

Instead of becoming flustered and defensive, how can we look with more curiosity and problem solving attitude? How can we see this as an opportunity to learn instead of being worried?

As we start a new year, we’ll see more growth in AI, 5G, technology, and STEM. But moments like this remind me how it is going to be even more critical for leaders and companies to reflect on our EQ, people and culture development.

Don’t just work on your technical skills. Whether its customer service, product development or business growth, its going to be led and built by people.

How will you remember that as part of your equation in 2020?

Happy New Year, Innovators!