Do you feel the rats are winning?
Written by Robyn T. Braley
Communication can be what you say, how you say it and how it is received. It my also go beyond the spoken word to include body language and all forms of written and visual messaging.
The purpose of communicating is to connect with another person. Your goal is to form some level of an emotional bridge.
After you've communicated, the focus shifts from you to the other person.
When two way communication happens the seeds of a relationship are sown. As conversations progress, relationships are accelerated when there is authenticity and transparency. Person A demonstrates that they respect and value Person B's opinions and positions.
- Will they respond?
- Will it be a positive or negative reaction?
- Will they engage in dialogue or take some type of action?
On the other side, relationships are stillborn when we only engage others because we want something. The motives are selfish.
We’ve all had the call from the person we haven’t heard from for 10 years. The conversation begins on a high note of reminiscing or catching up.
Then comes the subtle - or not so subtle - transition to the great opportunity they are really calling about which will benefit them more than you.
Relationships form when there is a mutual exchange
of ideas, trust and respect.
At the Corporate LevelHow important are relationships in business? I just received an email from the Vice President and Relationship Manager of a large bank. For decades companies have had entire departments dedicated to ...
- Community Relations
- Media Relations
- Investor Relations
- Employee Relationships
Today we talk about brand affinity, brand loyalty and brand building. All indirectly point to forming relationships. Relationship marketing is a sales philosophy that drives many businesses.
Chronic Bad BehaviorYou've often heard me say that if you want to become a positive person, hang out with positive people. That becomes difficult when newscasts, social media and everyday conversations expose us to the worst examples of how to build relationships.
The goal seems to be to find other negative people who feel as they do. If you disagree or have a different view, you are hated. You might say people build a coalition of hate.
In Canada, we just finished a bitter federal election. Four out of five party leaders – Justin Trudeau, Andrew Scheer, Jagmeet Singh and Elizabeth May - spent the entire campaign assassinating the characters of each other.
Everyday US President Donald Trump tweets messages showing he cares only about himself and what others think of him. When others disagree with his observations or let it be known he is not their favorite President, he attacks them mercilessly through Twitter. He has never personally met most of his real or imagined opposition.
In the United Kingdom, there is a very real threat to the union of England, Scotland, Wales and Northern Ireland. Their recent election deepened the fissures and fractured relationships between regions.
Billions of dollars are lost weekly due to market uncertainties caused by one negative word or tweet from a political leader.
Democracy at RiskLocal and national media ask me to analyze body language following Canadian political leaders TV Debates. As I interpret the messages the leaders send I often get the sense they really didn’t like each other.
How can you run a democracy without mutual respect and positive relationships between leaders? How can you discuss good ideas when you begin with the assumption that your opponents don’t have any?
Does this Mean the Rats Winning?Does this mean the rats are winning the rat race? One way to guarantee a life without friends is to allow the rats to shape your attitudes and define what your personal success means.
Does this mean the rats are winning the rat race?
Rats are LonelyRemember the old axiom, “It’s lonely at the top.” I have news! It is.
An acquaintance made many millions of dollars in the oil and gas industry. As he grew wealthier, he grew more distant.
His circle of friends shrunk as they tired of him forever reminding them of his millions by talking about the big house, new cars, the cottage on the lake, exotic trips or his latest business conquest.
The final straw came when he broke trust with is wife
and family by having an affair. Worse, he lied about it.
Going Rat FreeDon’t get me wrong. There is absolutely nothing wrong with money. Money and wealth can provide healthy choices – even big houses, nice cars and cool trips - if you get my drift. It comes back to how you treat others and share your resources.
As I write this, I’m thinking about friends who have made millions through real estate, the service industry, investing, manufacturing, construction companies – and yes – the oil industry. But, to a person, they would say that their greatest source of wealth and meaning are the strong relationships they have built along their journey.
They contribute to their communities through their Church, Mosque, Synagogue or service club. They coach kids sports and sit on not-for-profit boards. They are great to work with in business and the community. They are looked up to as leaders, mentors and friends.
Each is known for kindness and compassion. Long ago – near the beginning of their journey to the top - they decided it wasn’t good enough to only strive for success and win the rat race.
They choose to thrive through helping others. They built their families, marriages, friendships, careers, companies and communities through nurturing strong networks of relationships.
Healthy RelationshipsIt’s simple. Really!
Healthy living depends on positive interacts with others.
We are social beings.
Endless studies show that positive relationships help us to live longer by managing stress better, developing healthier habits and making better overall choices. In the end, healthy relationships make healthy humans.
Start SmallSo, how can we fight back against negativity? Is there a way to tone down this toxic atmosphere?
I had a University Professor who had a saying that has helped me in every part of life. When attacking a complex problem, he’d say, “Begin from where you are!” In other words, start small and do something that’s easy to do!
Why not start by giving away smiles. The Danish comic Victor Borge is credited with saying,
‘The closest distance between two hearts is a smile.’
- Victor Borge
- Victor Borge
He was right. Think about it like this.
• A smile makes you more attractive to others
• When you smile, you cause others to smile back
• A smile invites eye contact
• A smile causes you to pull your shoulders back opening airwaves
• Breathing in causes you to inject more oxygen into your blood stream
• Endorphin activity is triggered making you feel better
Smiling, and acknowledging the humanity of other people, will make THEM feel better. Need more? YOU will feel better as well.
I do something few others do. When I finish eating at a shopping mall food court, I take my tray to the attendant handling the garbage. I say hello and ask them how their day is going.
Sometimes they act shocked, not sure how to respond. But when I continue to smile, they smile back, and we exchange pleasantries.
Why are they shocked? People seldom connect with them as humans. They may work through an entire day without a single person making eye contact and treating them as unique people.
People see them, but they don’t see them. They are lost in a sea of invisible faces just waiting for someone to acknowledge them.
Who do you know that deserves a smile for no apparent reason? A family member? A stock boy or girl? A team member? A classmate? An executive? A competitor? A receptionist?
A Smile May be All They NeedI often smile and make a comment to homeless people as I pass them on the street. Why?
I’ve produced several videos for organizations that work with the homeless, recovering addicts, domestic violence survivors and sex workers. I’ve interviewed …
• Business people
• A youth pastor
• A top ad agency designer
• Construction workers
• Police officers.
• A famous visual artist who’s’ paintings sold for thousands of dollars
Each had a story telling about their journey into the dark corners of life and how they clawed their way back. All were moms, dads, brothers, sisters, sons, daughters, cousins, uncles and aunts.
Each had a unique story. Each had a story about a champion who reached out and started them on the journey to reclaim their lives
The kindness shown through a simple smile acknowledging their worth could make all the difference. Smiles and kindness may be their bridge back to healthy living and productive lives.
A Place for RelationshipsWhat does this mean for the workplace? If you are known as a grumpy Gus who has suddenly started radically smiling, there may bring awkward questions about your mental or emotional stability
If that’s the case, go slow. Start with half smiles, but don’t smirk! Work your way up to radical smiles.
Introduce acts of kindness to your workplace. As your team develops stronger relationships, they will work better together. They will develop loyalty to each other and the company.
As you work collaboratively, the people around your help make better decisions. You help them as well. When we lift each other up, everybody wins.
Relationship FunnelsMarketers use the image of a funnel to explain how to build customer relationships or communities in social media.
• You get to KNOW a person
• As you get to know them, you begin to LIKE them
• As you find more to like, you develop TRUST
• As trust deepens, you feel they will keep their word which leads to ENGAGEMENT
• Deeper engagement leads to CLOSING THE LOOP or making the sale.
It’s called relationship marketing. As you trust each other, conversations lead to some form or transaction. It may be a sale, a second meeting, a request for a proposal, or permission to keep in touch.
The model also works for retail sales. With big box grocery stores, you trust the grocery store to sell you the same quality of cheese that you bought last time. Strong brands understand that high trust relationships matter.
Being the Real Deal Relevance - both parties share common values and interests
Authenticity - being the real deal
Transparency – letting the inner you shine through
Consistency - doing the good things you do time after time
Relationship Influencers1. Age – Millennials see things differently than boomers
2. Gender – Men think differently than women.
3. Geographic origin – Culture influences how you relate to others
4. Accent, dialect – You may speak the same language but have different interpretations or levels of understanding
5. Religion – Understanding similarities and sensitivities
6. Personality type – Otters, beavers and lions
7. Level of authority – Who’s the boss of me?
8. Common interests – Bridge building
Age BarriersIf you’re the youngest member of the staff and work in the warehouse, what would you possibly have in common with the owner who is 70 and has a big office on the top floor?
It might be hockey, football, baseball, collecting stamps, antique cars or donuts. Whatever it is, a comment about last nights game or the car show you attended may provide the perfect conversation starter that can lead to others.
My daughter works for a broadcasting company that has 3 radio stations in one complex. Each Thursday is donut day and one of the managers is assigned the job of bringing in a large flat of donuts.
If the donuts are late, the staff becomes agitated. Where are they? Why aren’t they here? When will they come?
Sharing donuts is a great way to start relationships - particularly in Canada. They have the power to reach across age, management and creative boundaries. Everyone loves donuts.
Language BarriersCommon interests may also be a relationship starter when you can’t understand the dialect. I sat beside a fellow grandfather at our grandson’s hockey game. He lives in Newfoundland and visits his grandchildren in Alberta once a year.
At first, I could barely understand him due to his marked accent. As we enjoyed the game, I began to listen more carefully and speak slower. Soon we had a great conversation going as we watched the kids.
Now, he has no problem being understood by the neighborhood kids. There’s a tradition that’s followed every time he visits.
He takes his grandchildren and 10 of their friends to McDonalds for hamburgers and ice cream. McDonalds has long been known foster understanding across language barriers.
Religious DifferencesIn a diverse workforce, there are religious differences. Our city hosts a mostly Christian Leadership Prayer Breakfast every fall. About 900 business, church, political and community leaders come together to honor elected officials and first responders.
Our Mayor, His Worship Naheed Nenshi, is an Ismaili Muslim. His first year in office the the event was scheduled 2 days after he was elected. Organizers were concerned that he might not attend, or if he did, extremists might show up with anti-Muslim signs and to shout angry slogans.
I sat beside a PR colleague who had played a major role in his being elected. He shared that Mayor Nenshi was also nervous because he had no idea what to expect.
The organizers overlooked one little menu detail. Bacon!
Mayor Nenshi soon put everyone at ease as he took the podium to address the crowd. At the beginning of his talk he said, “I find it interesting that you would serve a Muslim Mayer bacon!”
That broke the ice. His comment was greeted with resounding applause and gales of laughter. He is now ending his third term and every year reminds us about the bacon.
The first year he focused on common interests shared by Muslim and Christian faiths including serving the poor, feeding the hungry, community service and making our city a better place to live and work.
Personality DifferencesYou may feel there are those in your home or office who don’t have one! A personality, that is.
Understanding personality differences will help you to build deeper relationships. The best explanation I’ve ever had was from a pastor who laid fox, bear, lion, otter, owl, beaver and and hand puppets on a table and proceeded to use each one to explain personality types to 2,500 people. People of all ages love puppets - almost as much as they love donuts!
For a deeper explanation, click here. Truity's Personality and Careers Blog explains it much better than I can.
Leveraging Our DifferencesIf you let it, celebrating diversity can bring great joy. I base that on the great happiness excellent Chinese, Indian, African, Mexican, Nepalese, Brazilian, Jamaican, Vietnamese, Italian, Ukrainian and other food types of restaurants in our city bring me. The seeds of a new relationship may begin through sharing a meal,
Reaching across cultural and ethnic differences is enriching. It starts by understand that people of Chinese descent who emigrated from Beijing may have a different perspective than those from Vietnam, Hong Kong or Vancouver, BC.
Hispanic people in Los Angeles or Vancouver think and speak differently than those in Toronto or New York. Each filters communication through their own unique culture and experience.
If your company is set to launch a new location in another country, I’ll bet you know a colleague, employee, college buddy, neighbor or the parent of a kid who plays sports with your kids who has come from the region where you want to do business.
You will learn more about local culture and opportunities in your target region during a 30-minute chat at a Tim Horton's or Starbucks than you will from hours of online research or wading through government trade programs.
Deepening RelationshipsBuilding relationships takes work. Fighting back against our present toxic negativity by showing kindness and respect will lead to a more human society.
When you start with kindness, others will join in and pass it on.
What if your kindness fails to bring significant change? Keep trying. Change the way you respond or interact with others. The bottom line is to never let the rats suck you into their race!
Relationship Builders1. I love hearing your ideas
2. You’re a great friend
3. What can I do differently?
4. I think you know my friend
5. What can I do to help?
6. I fully trust your judgment
7. I couldn’t have done this without you
8. Thank you so much
9. I’m sorry. May we start again?
10. You always inspire me
11. Like you, I care about this
12. I understand how you feel
13. I’m so proud of you. I wanted to tell you in case no one has
14. Perfect. That’s exactly what I thought
15. I like that idea
16. You’re Badass! In a good way
Relationship Killers1. We've never done it that way before
2. It’s not in the budget
3. We’re just not ready
4. I’m too busy
5. What if we try and fail?
6. What will head office say?
7. What will the others say?
8. We don’t have the expertise
9. Wait until things get better
10. Interesting, but let’s think about it
11. Let’s form a committee
What do you Think?
Please give me your feedback below. I'd love to know what you think!
Robyn T. Braley is a brand specialist, writer, and speaker. He is also a media commentator and Rotarian. Robyn is the President of UniMark Creative which does website design, video production, media services (editorial and advertising), and graphic design. He speaks at business conferences and also blogs about branding and person-to-person communication.
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