Latest / The SmallBizChat with Melinda Emerson / Solving the People Problem with Brett Cooper

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Solving the People Problem with Brett Cooper · The SmallBizChat with Melinda Emerson

• 0:00
  3, 10, 1, 0, ignition, liftoff,
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  Ending small business failure.
• 0:11
  Welcome to the Small Biz Chat podcast with a number 1 small business expert Melinda Emerson.
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  Bolinda's goal is to end small business failure, and she'll give you the information
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  you need to succeed and live the life you've dream of.
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  Now here's the small biz lady herself.
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  Melinda Emerson.
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  Hi, everybody.
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  I'm Melinda Emerson.
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  Small biz lady.
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  America's number one small business expert, and I would like to welcome you to the small
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  business chat podcast live.
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  Now small business chat is a peer to peer interview show that gives small business owners
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  a way to get invaluable business advice The mission of small business chat is to end small
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  business failure.
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  So with that, let me introduce my very first guest Brett Cooper.
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  As I said, he is an HR expert and executive coach who helps professionals build work
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  relationships that really work over the last 20 years.
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  He's influenced thousands of people in government, nonprofits, and corporate America
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  to work together in a more productive and more effective And frankly, more human ways as the
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  president of Integris Performance Advisors, Brett and his co founder helps clients increase
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  employee engagement, improve efficiency, and generate 100 of 1,000,000 of dollars in
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  financial benefit.
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  He's also the co author of the new book solving the people problem.
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  Brett, welcome to small biz chat live.
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  I'll be here.
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  Alright.
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  Well, let's dive into it.
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  You know, when you say people, when we talk small business, that's a little bit small.
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  So The average small business owner in America has 4 employees, and this pandemic has made it
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  really hard to pay and support your employees while trying to keep the business open.
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  How do you suggest that, you know, small business owners worry about their team when
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  they're worried about, like, keeping the doors open.
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  Oh, yeah.
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  Yeah.
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  It's it it's the question on everyone's mind.
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  And, you know, the the audience is listening to small business owners, entrepreneurs, we're
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  driving the entire economy here.
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  And there is a real concern, right, a real threat when you don't know what's gonna happen
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  over the next couple of days the next couple of weeks, the next couple of months, what's gonna
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  happen with your business?
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  Really important for you to find ways to keep your folks motivated.
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  So I I think there's actually 2 two questions embedded in what you just asked.
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  The first is how do you stay focused so that you can support others?
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  And then the second question is How do you help others stay focused?
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  So on that first question around now, how do you stay focused?
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  Well, you know, as the small business owner, you gotta realize 1st and foremost that it's
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  your job to support and enable your people.
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  You're the leader.
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  You're not only the the the guy or the gal that guys has to worry about the finances.
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  You have to worry about your people and you gotta make sure that you are playing your role
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  to enable them to do everything that they can do.
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  Right?
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  Small business.
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  We can't do it alone.
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  Now we we have a small number of people but you can't do it alone.
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  And if we're gonna keep those doors open and not only surviving, but thriving, we need to
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  make sure that everyone on our team is doing the job that we need them to do.
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  So that first job then of you is to stay focused and make sure that you're being the
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  best leader that you possibly can.
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  So you're you're inspiring them.
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  You're motivating them.
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  You're enabling them.
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  You're equipment them, and you're thanking them.
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  The other thing is for how do you keep your employees focused on their job?
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  I would argue that the more you can be emotionally intelligent the more that you can
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  know your individual people and know what drives them and what concerns them, you're
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  going to be able to help find ways to get them to stay focused on the job.
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  Because let's think about it.
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  Losing a job or thinking about losing a job.
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  Some people are concerned about how am I gonna support my family?
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  People are gonna be concerned around, well, what are people gonna think of me if I lose my
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  job?
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  Others gonna say, well, how am I gonna figure out what my next job is.
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  So those individual concerns, if you are the small business owner, if you're the
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  entrepreneur, You need to understand those concerns and then take them head on 1 by 1 with
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  each of your individual employees.
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  That's a lot to do.
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  That that is that is a lot to do, but I think that it's good advice, but just know that
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  you're asking people to take a heavy that's a heavy heavy lift, but I think all of us are
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  trying to do the best that we can.
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  And it's interesting because, you know, 47% of America's workers work for a small business.
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  We literally are driving the economy And so hopefully, someone's gonna send some more help.
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  Let's see.
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  I'm holding my breath.
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  Anyway, so you wrote this new book called solving the people problem.
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  Okay, Brent.
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  What is the people problem?
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  I'm I'm waiting to hear what you what you I know what I think it is, but I want you to tell
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  me what is the people problem.
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  Well, the first thing I'll tell you is that what it's not, and it's not that people are the
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  problem.
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  Far from it.
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  In fact, people are absolutely a small businesses greatest assets, but the people
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  problem itself is the fact that too many people just don't understand and don't honor the
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  different styles between us.
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  Right?
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  We're we're all human and we all have different personality styles.
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  We have different communication preferences.
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  There are things that we get energetic about, and there are things that frustrate us.
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  And the people problem simply is that enough of us don't really understand those differences.
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  And even when we do understand them, We don't actually honor them.
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  We don't embrace them because the truth of the matter is that diversity is a fantastic thing
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  for any business, especially a small business.
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  Right?
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  If we can get different people with different points of view working together, that's gonna
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  give us the greatest solutions that we can possibly think of.
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  And so, therefore, the the people problem that we write about in the book solving the people
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  problem is all around how do we help people increase their, what we call, emotional
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  intelligence, which is how do they understand their own style in their own behaviors, their
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  own preferences, And do they understand the styles of other people?
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  And do they put all of that knowledge to work so that they make the best decisions that they
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  can and they adapt their behavior for the mutual benefit of everyone that's involved.
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  But aren't most corporate managers and a lot of business owners too, they're not thinking about
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  their employees communication style, they want everyone to communicate with them based on
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  their communication style and people who don't don't last too long.
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  I I find, or they just really have a hard time.
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  So so, you know, what can we do to help people really appreciate the differences in others and
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  frankly be more empathetic in the workplace because I think a lot of people I know as a
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  business owner, when you put that shingle outside and you say open for business, you're
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  taking on 10 to 12 jobs at one time thinking about you and your communication style, my
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  employee's communication style, that's not on that 12 things.
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  Right?
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  So that that you're adding the 13 for me.
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  So how can you make this important and relevant to me whether I'm in a little business or
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  you're in some big corporate organization.
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  Well well, honestly, Malin, this is the opportunity.
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  This is exactly the opportunity why we wrote we wrote the book.
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  There is research after research after research.
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  That shows that emotional intelligence and the ability to interact effectively with other
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  people.
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  That is more important to business success that is more important to driving things like
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  employee engagement than having a high IQ or having really high technical skills.
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  And I would agree with you that so many small business owners and entrepreneurs.
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  Right?
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  We we started our business because we're great at the thing that the business does.
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  And what the the reason why so many small businesses fail is that the entrepreneur
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  doesn't actually realize that, okay, My job is no longer just to do the thing that I started
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  this company to do.
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  My job is to equip other people.
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  We equip the people that are working for me to do their job so that collectively, we can serve
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  the people that we're trying to serve.
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  You're absolutely right that the natural tendency of people is to focus on, hey.
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  This is the way I like to communicate So you should communicate this way with me.
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  And, you know, we're not going to change everybody's mind with that.
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  But I will tell you that if anybody takes the ideas that we write about in the book,
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  increases their own emotional intelligence, and starts to step outside themselves a little bit
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  and starts to recognize that when they're communicating, The idea isn't just for other
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  people to hear you.
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  What you wanna do is you wanna say things so that they can understand what you're trying to
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  say.
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  And if you are so pigheaded that you're only gonna share things in the way that you wanna
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  share them, then there's gonna be a lot of people that don't understand your message.
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  That goes for customers just as much as it goes for your employees who you work with.
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  And, you know, I've seen a lot of small businesses lose some fantastic people because
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  they never really mastered this this skill set.
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  Right?
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  They they want to communicate in the way that they wanna communicate.
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  And, you know, damn to everybody else.
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  You gotta adapt to my way.
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  And my argument would be if you wanna be the most six successful business owner you can
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  possibly be.
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  You need to look outside yourself.
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  You need to increase your emotional intelligence and you need to start doing all
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  you can to interact as effectively and efficiently as as possible with other people.
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  Alright.
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  So what's the framework that you use to help people build their emotional intelligence?
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  How do you do
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  that's really the discovery that my co author had.
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  So the as background, the idea of emotional intelligence is is well over twenty years old.
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  There's a some fantastic books out there and a lot of studies and a lot of training material
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  around.
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  You know, the this idea of, hey, let's improve our emotional intelligence.
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  The challenge is that in that body of work that exists, there hasn't really been a a a language
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  or a how to, you know, how do I learn more about my style and how do I learn more about
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  others?
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  So what we've done is we've taken a framework that is a almost hundred year old personality
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  styles framework called disc.
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  And we've overlaid that on the idea of emotional intelligence.
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  And so what disc is, it's a framework that helps you understand what people's personality
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  styles are and what their communication preferences are.
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  Disc is an acronym It's saying it's d I s c and the d stands for dominance.
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  The I stands for influence.
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  The s stands for steadiness.
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  And the c stands for conscientiousness.
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  And what the disk framework measures is really 2 realms or 2 spectrums of human behavior.
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  And the first is how fast paced or how reserved are you?
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  And then the second is how accepting and warm are you of new people and new ideas and how
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  skeptical are you of new ideas.
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  And so through uh-uh the the disc language, we can measure people on those 2 spectrums.
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  And then from there, we can start to draw a lot of conclusions about how they like to
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  communicate?
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  Like, do they wanna talk about their weekend when they come in on Monday, or are they not
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  really interested in being social and they just wanna get to the get to work?
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  Or if you need to thank somebody and appreciate somebody, do they wanna be brought up on stage
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  and be thanked in front of the rest of the office Or would that be the worst thing that,
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  you know, the thing farthest away from a reward or a recognition?
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  So that that's what disc helps us understand.
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  I get it.
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  Well, I really am glad that you explained that to us.
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  And when we come right back on small beach tab, we're gonna talk a little bit more with Brett
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  We're gonna talk about millennials in the workplace and how we're gonna manage them and
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  still have everyone get along and communicate effectively.
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  This is smallbiz chat live.
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  I'm Melinda Emerson, the small biz lady, and we will be right back.
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  Hi.
• 12:40
  I'm Melinda Emerson's small biz lady.
• 12:42
  I know you might be thinking about quitting your business and going back into corporate
• 12:45
  America, but wait, before you give up, my new book fix your business could give you a whole
• 12:50
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  Grab a copy today, affix your business, and get your life back.
• 13:08
  Welcome back to small fish chat live.
• 13:10
  I'm Melinda Emerson, the small biz lady, and I'm so excited that you're here with us.
• 13:13
  We are talking with HR expert and executive coach, Brett Cooper, and he is talking us about
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  solving the people problem.
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  So Brett What is it about millennial employees?
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  I'm I am regularly being asked by business owners that I coach should we hire any
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  millennial hires in our business?
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  Because they add a real interesting dynamic to the business.
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  So So let me have it.
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  And and you must have some advice about this.
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  I I will, but it might not be the advice that you think, because I I also get people all the
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  time telling me things like, you know, I don't think we should hire millennials or I don't
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  think we should hire people that that aren't very talkative, or I don't think we should hire
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  people who are from California.
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  Right?
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  I mean, there there's a lot of bias in in small especially in small business when, you know,
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  you you wanna hire people that think and act like you.
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  And it's, you know, no question.
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  If we have, you know, somebody who is of, you know, gen x, or, you know, an older generation
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  and you gotta communicate with a millennial, there's there's some miscommunication that can
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  very naturally happen And that's for a number of reasons.
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  Right?
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  We we we've grown up in different situations.
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  We've grown up in different generations.
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  We've learned different things.
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  But this is what I would say is I would say that the entire idea of diversity, whether it's
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  age diversity, gender diversity, race diversity, or mental thought diversity, I'd say
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  if you're a small business owner, you should be embracing that as much as you possibly can.
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  And when you so when you when you look at a millennial, the attitude that they can bring
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  and the excitement and the energy they can bring is fantastic.
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  Right?
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  There that that youthful energy is something that a lot of us that are a little bit there in
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  in years can't bring quite the way that somebody that's a little bit younger can.
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  So what I would say is try to step out of some of your own frustrations and and look at
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  yourself and say, are you getting frustrated because the person that you're interviewing
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  really is doing something wrong, or are you just looking through your own kind of foggy
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  lenses and saying, well, they're doing it different than me and therefore, I might be
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  concluding that it's wrong.
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  I mean, everything that we talk about in our business and everything that we talk in our
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  book and solving the people problem, is really all about the idea of we want people to
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  understand, recognize, and most importantly, honor the differences among people.
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  And so this idea, when we have somebody that just flat out says, you know, I'm not hiring
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  millennials, period, I would say you have an opportunity.
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  You have an opportunity to take a look at yourself and say, you know, am I doing the best
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  I possibly can to understand, recognize, and honor the differences of the people that are
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  potentially gonna help my business be successful.
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  Alright.
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  But how does how does ego kinda come into play with some of this when you're trying to
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  resolve, you know, conflict, you know, in a business, or let's say you you do have a a
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  millennial employee that has sort of like a dust up with another employee.
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  Like, you know, how do you kind of mitigate and get people to sort of, like, calm down from
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  from being kinda ego driven in some of these kinds of conflicts?
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  So hang on.
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  Are are you telling me that there might be some small business owners that have an ego?
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  Is that is that I I just just wanna make sure I understand question right here.
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  Don't be smart, Brett.
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  You know what I'm saying?
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  I'm saying, like, you know, sometimes the reason why people get offended is be because of
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  ego.
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  Like, I know for me, I had once had a millennial assistant that called my mother by
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  her first name.
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  Like, instead of calling her Missus Emerson called her Carrie.
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  Right?
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  And I'm hearing about this from my mom later on, like, did that how old is that?
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  Did she call me Carrie?
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  Like, Like, she was completely offended, and my assistant had no idea that she had completely
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  offended my sixty something year old mother who was like, is this is this kid that works for
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  you calling me by my first name?
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  You know, so if there's there's I believe there is culture differences, but there's also sort
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  of, like, some culture respect norms that maybe some younger people don't completely appreciate
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  that then plucks people's ego.
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  Do you know what I mean?
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  Because Was my mother wrong to be offended because somebody in their early thirties called
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  her by her first name?
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  I don't necessarily think so.
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  You know what I mean?
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  So that's what I mean by you know, how ego kinda can get into some of these kinda
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  conflicts.
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  And my whole thing was, why do I have to tell a thirty one year old person you don't call an
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  elderly African American woman by her first name.
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  What is wrong with you?
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  You know what I mean?
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  Like, so I I just think that there's sometimes there's there's culture kind of stuff that that
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  does pluck people's egos.
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  Yeah.
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  Absolutely.
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  We we have to be aware of, you know, the people people's backgrounds and what they may or may
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  not have been exposed to a may what they may or may not have have learned.
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  And, you know, when you when you hire somebody, I've always thought that the key to hiring well
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  is making sure that you have you hire somebody that's educable, right, that that if they if
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  they make a mistake like that, you can call them on it, and you can point it out, and
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  they'll make it that one time.
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  You know, the the the the at the root of the question, you bring up the concept of conflict.
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  The conflict's a very interesting topic.
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  Because not all kinds of the same.
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  In in the work that we do, we talk a lot about productive conflict which is really the debate
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  of ideas.
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  And we want all the productive conflict in our business that we possibly can.
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  Because that's how we get to new ideas.
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  That's when we get different points of view coming together and debating and, you know,
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  discovering new ideas.
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  What we don't want is unproductive conflict.
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  And unproductive conflict is kind of the thing you're talking about here, and there's there's
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  really two sides of it.
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  Like, I I like to think of it as a a spectrum in that.
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  On the one end, there is the kind of mean spirited conflict where people are calling each
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  other names and, you know, being rude to each other.
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  And we all know that that's bad conflict.
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  There's another kind of unproductive conflict, though.
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  And that's really the opposite end of that spectrum.
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  We call it artificial harmony.
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  Artificial harmony is when people are afraid to even step into the arena.
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  Right?
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  They don't even wanna get into the dust up at all.
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  So they just stay quiet and stay back.
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  And if they do that, Then we have a really big problem because nobody is discussing any new
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  ideas.
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  So we like to have teams think about that spectrum and say, you know, where you wanna be.
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  It's kinda right in the middle.
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  You don't wanna be on that far end where you are, you know, no one's speaking up artificial
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  harmony.
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  But what we also don't wanna do is go to that mean spirited nature.
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  But if you can go kind of the middle and, you know, you're not afraid to dust it up a little
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  bit, but you stay respectful and you stay focused on the ideas at hand, not
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  personalities, but the ideas at hand, then you're able to talk about those ideas.
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  So going back to the scenario that you talked about there, Melinda, You know, the conflict
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  opportunity you had there was it's certainly started off unproductive, but you have an
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  opportunity in that kind of situation to turn and make it productive and have a discussion
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  with that individual and say, hey.
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  This is why that's not what we want here.
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  They learn all make mistakes.
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  And if you as the small business owner, as the leader, can help people understand their
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  mistakes, recognize, and learn for those mistakes, they're gonna be better next time.
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  And that's gonna ultimately serve you and your business and your bottom line.
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  Well, I, you know, I I have appreciate that.
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  But but some of it feels a little bit like having to teach people manners, and that's
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  exhausting.
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  I have to say.
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  The last question I have for you now in your book, you know, solving the people problem,
• 21:16
  which by the way, I'm so excited to say that entrepreneur just announced that it's the
• 21:20
  number one book to read for 2021.
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  So go, Brett, and Evan.
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  Awesome.
• 21:25
  Awesome.
• 21:26
  How do you make that the framework more real world for people because, I mean, it's it's
• 21:32
  like, you know, okay, yet another acronym.
• 21:34
  Okay.
• 21:34
  Let me figure this out.
• 21:36
  Disc.
• 21:36
  Alright.
• 21:36
  But how do How do we drill that down and make that about something real that people can
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  really adjust to in their business?
• 21:42
  Well, thankfully, Evans and I addressed that head on as we wrote the book because Evans and
• 21:47
  I both are really practical business people.
• 21:50
  We are not academics.
• 21:52
  We are not professorial.
• 21:53
  So the book that is really designed in two parts The first part of it is setting enough of
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  that foundation that, you know, we explain what emotional intelligence is and why you want it
• 22:04
  We explain what the basics of the disc framework is all about.
• 22:08
  But then the second part of the book, the bulk of the book is all about application.
• 22:13
  And we have 6 different chapters that focus on this idea of how do you bring it to real life?
• 22:19
  How do you do it in the real world?
• 22:21
  And so those 6 chapters talk about 6 different business, basically skill sets, if you will.
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  Communicating with others, making decisions, working on a team, handling conflict, working
• 22:33
  with customers, whether you're sales or customer service, and being a leader.
• 22:38
  And so if people can increase their emotional intelligence and then apply it as they're doing
• 22:44
  those different business skill sets, a real world improvement in their relationship.
• 22:51
  So it's this is not at all about you know, oh, let me think about this and not doing anything
• 22:57
  with it.
• 22:57
  We want people actively talking about emotional intelligence and talking about different
• 23:04
  styles.
• 23:04
  And in fact, as part of the book, we, on our website, that goes with the book, solving the
• 23:09
  people problem.com, We put out there a emotional intelligence survey that any of your
• 23:15
  listeners can take for free entrepreneurs can have everybody in their organization take it if
• 23:20
  they want and then talk about the differences.
• 23:23
  So you just go to solving the people problem dot com.
• 23:25
  Look for the what's my disc e q link.
• 23:28
  Click that in the access code.
• 23:29
  I say we have them put small biz chat, and there you go.
• 23:33
  That that survey is gonna give everybody a report that's gonna give them scores on where
• 23:38
  they are currently with their emotional intelligence.
• 23:41
  And most importantly, it's gonna give you a whole bunch of tailored tips that you can do
• 23:46
  right now actionable steps that you can use right now to increase your emotional
• 23:50
  intelligence and ultimately have more effective interactions with people.
• 23:54
  Please head over to my blog.
• 23:56
  It's succeed as your own boss.com to get more information and contact information about
• 24:01
  tonight's guest.
• 24:02
  And I just wanna thank you all for watching small fish chat live and being a part of our
• 24:08
  success, the mission of small fish chat is to end small failure.
• 24:12
  I'm Melinda Emerson, the small biz lady.
• 24:15
  Until next time, remember this.
• 24:16
  You never lose in business either you win or you learn.
• 24:20
  God bless everybody.
• 24:23
  Thank you for listening to the Small Biz Chat podcast with Melinda Emerson.
• 24:28
  For more resources and small business success strategies, visit succeed as your own boss.com.
• 24:34
  So swab to this podcast wherever you listen to podcasts and join us next Wednesday.