Invisibility Cloak

1. Invisibility Cloak Presented by: Jenny Buck QC Fall Leadership Conference September 2010

2. Definition and Overview • Invisibility Cloak: a device that conceals an object from being seen or detected • What is the invisibility cloak? • Invisibility in our Environment • Invisibility in Communication

3. What is the Invisibility Cloak? • The invisibility cloak is an item that causes things to become transparent or unseen. Take a minute and on a piece of paper write down what you believe it is in your store.

5. The Invisibility Cloak is YOU

6. Invisibility in our Environment Everyday we walk through our environment and there are items which are unseen by us. The following images may be disturbing…

7. Invisibility in our Environment

8. Invisibility in our Environment

9. Invisibility in our Environment

10. Invisibility in our Environment

11. Invisibility in our Environment

12. Invisibility in our Environment

13. Reasons for Cloaking Things have become background noise and we are no longer consciously aware of them

14. Reasons for Cloaking Cloaking based on “reasoning”

15. Reasons for Cloaking We have chosen to accept the environment

16. Uncloaking our Environment • Pay Attention! Where our attention goes, energy flows

17. Uncloaking our Environment • Awareness – take time for input • Make a plan • Take action • Follow Up • Develop good habits

18. Uncloaking our Environment • Take a minute and visualize your store as it is right now. What improvements need to be made? • Write them down and identify the cloaking mechanism that has prevented the improvements. • Share one with your group. • Group discussion: what actions need to be taken, and what good habits would be helpful.

19. Invisibility in Communication • Seeing others as objects instead of people • Drawing conclusions based on limited information • Invisibility during disputes

20. Seeing Others As Objects • Other people become invisible to us when we see them as objects instead of people. • Becoming aware of the needs and aspirations of the people around you will make you a far better communicator and person. • Understanding other’s needs and aspirations doesn’t require that you be negligent of your own needs.

21. Person or Object? • What is the name of the mail carrier that comes to your office every day?

22. Person or Object? • Name three of your customers. • Where do those three customers work?

23. Person or Object? • Name a person who works with you. • Name their spouse and children. Their hobbies?

24. Person or Object? • Think about any dispute you’ve had recently. • Be honest with yourself. How did you treat the other person? Person or object?

25. Person or Object? • Imagine that a customer comes into your store and cuts in front of someone else who has been waiting. • Write down a scenario where you treat the individual as an object. • Write down a scenario where you treat the individual as a person. • Share your answers with your group. The group will decide which are the best answers to share with everyone.

26. Others Will See You As An Object

27. Q-TIP and APT • Quit Taking It Personally: the customer is seeing you as an object, not a person. • See the customer as a person. • Remind the customer you are there to help them with their needs. In short APT.

28. Drawing Conclusions • Invisibility occurs when we do not have complete information and draw conclusions. We do not see things how they truly are when this occurs. • This type of invisibility can occur based on all of our senses: touch, sight, taste, smell, and hearing. It can also be caused by a combination of these elements. • It is important to make sure we are taking the time to evaluate if we have all the necessary information before making a decision on how to react to any given situation.

29. Drawing Conclusions

30. Drawing Conclusions

31. Drawing Conclusions

32. Drawing Conclusions • Pick a time where your perception of events caused you to draw a false conclusion. • Share it with the group. • Group discussion: pick your favorite story to share.

33. Invisibility During Disputes • People often involve themselves in a dispute by reacting with their defense mechanisms. When we react defensively disputes are nearly impossible to resolve. • When we have a defensive reaction the cause of the dispute becomes invisible and we function solely on emotions. • Functioning on emotion causes our reasoning ability to disappear.

34. Ostrich Syndrome • When faced with conflict it is important to keep your head above sand. The problem will still be there when you surface, why wait?

35. Fight • Remember in a fight there is always a loser. You may win, but at what expense? Win / Win

36. Flight • This often occurs from fear or low self esteem. Remember to value yourself as a person.

37. Invisibility During Disputes • Don’t allow your reactions to be based on defense mechanisms. • If you do react in a way that you regret. It is not too late! Most of the time both parties are at a more reasonable level for resolution. Try again! • Remember to take the time to LISTEN and get all of the facts before drawing conclusions.

38. Invisibility During Disputes • Take a minute to write an example (that you don’t mind sharing) when you reacted based on defense mechanisms. What was the result? • Share the story with the group. • Group discussion: Pick one story. Decide on a better reaction to the scenario. Explain how it could have positively affected the results.

39. Conclusion and Review • Invisibility occurs in our environment when we aren’t attentive to our surroundings. • Don’t allow yourself to view others as objects • Get all the facts before forming conclusions • Stay in control during a dispute • Remove the invisibility from your life!