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This business coaching episode is about how you must explain your expectation.

Results-Focused Training, Tools, and Workshops from Expert Business Coaches.

Featured Coaching Excerpt - Notes & Transcript, Part 1
  • Step #2 For Follow-Up: You must teach why and how the task must be completed.
  • Notable Quotable: “Execution begins with a vision and your people saying, “I understand it. I’m excited about it. I can help make it happen.”
    -David Novak
    (CEO of YUM Brands)
  • Notable Quotable: "Communication is a skill that you can learn. It's like riding a bicycle or typing. If you're willing to work at it, you can rapidly improve the quality of every part of your life."
    -Brian Tracy
    (Brian Tracy has consulted for more than 1,000 companies and addressed more than 5,000,000 people in 5,000 talks and seminars throughout the US, Canada and 69 other countries worldwide- www.briantracy.com)
  • Lesson Nugget: When communicating, be sure there is clarity. There must be clear communication and explanation so expectations are met.

- Step number two: You must teach why and how the task must be completed. Clay, I'm gonna break this down with another notable quotable from our man, David Novak, the CEO of Yum! Brands, okay? "Execution begins with a vision, and your people saying "I understand it, I'm excited about it, and I can help make it happen." Clay, break down why and how the task must be completed, why's that an important step of the process? - I'm going back to the coffee cups, because this is a specific example that Thrivers need to know that we can all benefit from. On the coffee cups, again, first I said, "I need you to buy coffee cups." And the young lady's like, "Okay, I'll buy coffee cups." But she comes back with cups that are crazy small, because they're cheaper. 'Cause I did a poor job of communicating what kind of cup and what they're, had I'd done this properly, okay, I would have said, and you save yourself so much frustration when you do this. You take the extra 30 seconds and you go, "Buy this brand of coffee cups "from this store, they're disposable, and buy this size." And by doing that, we would've prevented frustration. But because I did not it do, I was in a hurry, so this lady comes back with these cups that're small, we're talking like crazy small. You've seen those cups. - Like medicine cups? - It's a testament to jackassery, is what it is. And what happens is, when you make the coffee, you hit the button, on the coffee machine on the Keurig, and someone's going, "Aren't they doing recalls, are you trying "to kill all your people?" Yeah. No. Anyway, the point is, so we're making this coffee and you hit the coffee button, have you had this happen? Have you done this with the small cup yet? - Yeah, it's crazy. - Did you burn your hand? Did you see that happen? - Yeah, I'm gonna report that to HR. - That's secretly my fault. So what you do though, is you hit the button and it just overflows on every person's hands. Now the first customer, one of our consulting clients, these are people that I hold in high regard. My consulting clients are people that we want to help them, we want to bless them, we don't wanna burn their hands. So this guy's like, "Hey, how does this machine work?" I say, "You flip the switch on the back." "Okay, cool," making his coffee, and he's like "Ow, ow!" And I'm like "What happened?" He's like, "Dude, this cup's too small." I'm like, "What, are you doing budget cuts around here?" Next thing you know, we have just a mass level. We've scaled the fail. Now all the cups are wrong, everyone's burning their hands, and no one had said something to me. So I was like, "Hey, how often has this happened?" Long story short, I discovered that due to my lack of clarity again, one, if I would've explained what needs to be done and verified the person knew. And then two, explained why. Why are we buying these cups? We're buying these to serve our customers who are people from all over the world traveling here for consulting, and they don't care about paying the extra ten cents needed. And furthermore, they're thinking, "If I'm paying you guys to help me "and you can't afford a cup that's "the right size, are you an idiot?" I mean, I should've explained why. And once you understand why, then people get excited, they go, "Oh, wow!" So we're buying cups that're gonna be put into the hands of high-paying, high-level, hardworking, diligent people that we love. Wow, I should probably buy a good coffee cup at the right size. - So, if they understand the purpose of the cups is so that, it's for the clients, so that's probably not something that we need to cut corners on. - Right. - So understanding, beginning with the end in mind, you understand the "Why." Explaining that to the employee. - If we have to cut corners, you can buy me the crappiest, smallest cups and I'll just kind of reuse someone else's cup. I'm kind of a ManBearPig, I can rough it, know what I mean? - I got you an early birthday gift, and they're really crappy small coffee cups. - Thank you I would expect nothing more from you.

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