Internal Relationships

Internal Support Roles And Responsibilities - Part 1

Questions This Guidance Answers: 
  • How do I best support internal client departments?
  • Why can't client departments fill in a form?
  • How do I develop relationships with client departments?

Our guidance how to obtain the requirements you need when working as an internal support provider.

The relationship between internal support providers and their customers has to be one of the most frustrating in the corporate world. The provider NEEDS x and y and z before he can solve the customer’s problem. The customer just wants a thing, that does ‘you know’, and just works. Both are hampered by corporate policies and processes.

There are ways of making this relationship go more smoothly. But as an internal support provider you will need to change your perspective in order to make this work. You might find this hard to hear, to take and to make the changes we recommend. We’re dedicating this cast to the Atlanta January 2012 conference attendees who found it hard to hear, but thanked us for telling them anyway. We hope you’ll feel the same way.


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Developing Internal Relationships (The When & How) - Part 2

Questions This Guidance Answers: 
  • What do I say when I want to meet new people?
  • What opportunities do I have meet new people?
  • How do I make time to keep in touch?

This cast gives a guide for when to develop the relationships you identified in the Developing Internal Relationships – The Where cast.

In our first Developing Internal Relationships cast we helped you identify your current network and judge how effective it was. We also helped you identify the people you need to meet in order to round out your network.

When you listened to that cast, you might have asked: if I haven't come across those people yet, how am I going to meet them? In this cast, we want to give you some ideas for when and how you can start those relationships.


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Developing Internal Relationships (The When & How) - Part 1

Questions This Guidance Answers: 
  • What do I say when I want to meet new people?
  • What opportunities do I have meet new people?
  • How do I make time to keep in touch?

This cast gives a guide for when to develop the relationships you identified in the Developing Internal Relationships – The Where cast.

In our first Developing Internal Relationships cast we helped you identify your current network and judge how effective it was. We also helped you identify the people you need to meet in order to round out your network.

When you listened to that cast, you might have asked: if I haven't come across those people yet, how am I going to meet them? In this cast, we want to give you some ideas for when and how you can start those relationships.


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Developing Internal Relationships (The Where) - Part 2

Questions This Guidance Answers: 
  • Why should I develop internal relationships?
  • Who should I look to develop relationships with?
  • How do I know I have a good network?

This cast concludes our discussion on a framework for looking at where you need to develop internal relationships.

In our Build A Network cast, we told you that more relationships were better and to develop relationships with people indiscriminately. That guidance still stands. But whether you’re new in your organization, or you recognize that you don’t have the depth of relationships you need, the whole organization is a big target. This cast will help you narrow down where you want to direct your energies.

Equally, this cast will help you assess how good your network is. We’re going to give you a framework to put your current relationships in. Once you’ve done that, the gaps will be clear – and so will the relationships you need to develop.


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Developing Internal Relationships (The Where) - Part 1

Questions This Guidance Answers: 
  • Why should I develop internal relationships?
  • Who should I look to develop relationships with?
  • How do I know I have a good network?

This cast gives a framework for looking at where you need to develop internal relationships.

In our Build A Network cast, we told you that more relationships were better and to develop relationships with people indiscriminately. That guidance still stands. But whether you’re new in your organization, or you recognize that you don’t have the depth of relationships you need, the whole organization is a big target. This cast will help you narrow down where you want to direct your energies.

Equally, this cast will help you assess how good your network is. We’re going to give you a framework to put your current relationships in. Once you’ve done that, the gaps will be clear – and so will the relationships you need to develop.


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How To Handle Public Disagreement - Part 2

Questions This Guidance Answers: 
  • What do I do when someone disagrees with me in public?
  • Do I have to tolerate abuse?
  • Can I give feedback about disagreement?

This cast concludes our conversation on how to respond when someone disagrees publicly in an unprofessional way.


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How To Handle Public Disagreement - Part 1

Questions This Guidance Answers: 
  • What do I do when someone disagrees with me in public?
  • Do I have to tolerate abuse?
  • Can I give feedback about disagreement?

This cast describes how to respond when someone disagrees publicly in an unprofessional way.

For years you've probably been reading about how important collaboration is. It's important to "work with" rather than "manage" your team. It's important to be open and candid and frank, and to encourage that from your directs.

Unfortunately, all those encouragements to collaborate and be a part of the team and exchange ideas freely without worry about rank don't really address the day to day issues that come up. Like what to do when no one speaks up. Or when someone takes advantage and tries to hijack the meeting. Or when everyone contributes but one person stubbornly resists.

Or, when someone disagrees publicly in a less than ideal way. What do you do?


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Simple Stakeholder Decision Analysis Tool

Questions This Guidance Answers: 
  • Why should I assess stakeholders standings?
  • What should I be considering when assessing stakeholders?
  • How do I use the stakeholder decision analysis tool?

This cast explains a simple technique to consider the impact of decisions on multiple stakeholders. Decision-making (which is more than choosing!) is a core part of our jobs as managers. But yet again, there's not a lot of training or development spent on it. Everyone hates learning it on their own, but then they visit that same strategy on their directs. Silly. Let's learn how to make effective decisions.
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Jump Starting Internal Customer Relationships (Part 2 of 2)

Questions This Guidance Answers: 
  • How do I get to know new customers?
  • What should I ask new customers?
  • What should new managers be doing?

In this cast, we finish up our conversation on jump starting relationships with your internal customers. Last week, we discussed the first of the 5 steps (Identifying Who, Prepping your 5 minutes snapshot, and Sending out the first email), today we'll discuss the actual customer meeting AND, Mark's favorite (because it's the ACTION step) , reporting back to your team.


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Jump Starting Internal Customer Relationships (Part 1 of 2)

Questions This Guidance Answers: 
  • How do I get to know new customers?
  • What should I ask new customers?
  • What should new managers be doing?

We've been asked many times to create some podcasts for new managers - what to do early on. We both understand the requests, and at the same time always want to ask, "What about One on Ones, Feedback, Delegation and Coaching do you not understand?" ;-)

This week, we lay out a simple, systemic plan for reaching out to internal customers to find out what they want from you and your team. It builds relationships, and gets you valuable data your team won't have.


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