Being responsive is a soft skill that can spark creativity, trust and innovation in teams big and small. Learn how and why in this week’s episode of Serious Soft Skills.

Cohosts Dr. Tobin Porterfield and Bob Graham explain how the soft skill of being responsive sets teams up to succeed.

Among the topics they discuss in this episode:

  • Being responsive from a supply chain perspective
  • How the best responses are complete, accurate and timely answers
  • Realistic responses and how they improve our work experience
  • When emails actually hurt, not help, responsiveness
  • How being unresponsive can hurt teams and careers
  • Why being responsive is a core issue for any successful employee
  • Getting back quickly isn’t enough. It’s the value of the response.
  • Phone calls and face-to-face meetings accelerate responsiveness

Next week

We will dig into another of the 55 soft skills or how to apply one of them to help you in your career.

The decision on when to escalate a situation to a boss or supervisor is an important one, for which rules are rarely clear.  In today’s episode, cohosts Dr. Tobin Porterfield and Bob Graham are going to explain this soft skill and how and when we should be escalating a situation to a higher-up, and why successfully using this soft skill can help an organization’s culture and trust.

Porterfield and Graham explore the idea of escalating situations from the manager and employee perspective and how this soft skill really comes down to determining the right people to provide the right information to at the right time.

Among the topics they discuss are:

  • Fierce Conversations by Susan Scott, and its application to escalating a situation
  • Two sides of the coin: one where the situation does not escalate and the other where escalation occurs
  • Our natural desire to avoid problems
  • Why managers need to know about problems early
  • The nuance of determining when to escalate a situation and when to handle things on their own
  • Determining when escalation should occur: immediately or at the next update
  • Why creating a list of when to escalate can never work
  • How the unique nature of each organization makes it impossible to determine exactly when to escalate
  • Where accepting criticism, another soft skill, fits into being able to escalate
  • Helping a boss to avoid problems later
  • A powerful example of when not escalating hurt a leader
  • When the ability to escalate helps build a stronger organizational culture with transparency
  • The responsibility that everyone in an organization has to ensure proper escalation
  • How escalation when properly handled creates confidence in an organization and builds trust

Next week

We will explore another soft skill, being responsive, in an episode to be released next Wednesday.

Organizations covet employees who are mature. But what is being mature and how to we identify it and look for it in people. Co-hosts Dr. Tobin Porterfield and Bob Graham take on another of the complicated soft skills in this episode.

Among the topics they will address:

  • Immaturity versus maturity
  • Experience versus maturity
  • How application is at the core of being mature
  • Admitting our own faults with maturity
  • How we develop maturity
  • Choosing when to fight for something
  • Teasing out maturity in job searches
  • How maturity leads to better outcomes over time
  • Developing maturity through asking questions of mentors

Next week

We will be looking into how and when to escalate an issue, what it means and how to be good at it, and more importantly, why it as a soft skill is important to an organization’s success.

Being focused on the client, whoever that is — both internal and external to the organization — is a critical component of any successful business and a soft skill that we need to understand and incorporate into any business.

Co-hosts Dr. Tobin Porterfield and Bob Graham explore client focus from two different perspectives — one looking at external customers and the other looking at internal customers.

Among the topics they address:

  • What threats come to from poor customer service
  • How customer service leads to strengthening relationships
  • How language plays into good customer service
  • Sour experiences foretelling of bad reputations
  • Failing to think through what matters to the customers, even if it conflicts with what employees want
  • Collaboration versus siloing as customer service problems
  • Setting shared objectives to deal with a strong client focus
  • Why companies should be looking more closely at external and internal clients
  • Exploring what clients truly need from the organization and how to deliver it
  • Why focus is a key

Next week

We will be exploring the soft skill of being mature, which isn’t about being experienced. They’ll figure it out — or at least attempt to next week on the Serious Soft Skills podcast.