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It seems that in every class I teach, I’m asked, “How can I get my direct reports to do what they are supposed to do?” I hear comments like, “I feel like I’m a babysitter” or “No one takes initiative” or “Everyone comes in and dumps their problems on me and expects me to fix them.” These comments are all too common. So how do we get our employees to take initiative and get the job done?

Emotions interfere with our ability to identify and maintain focus on the issue during conflict. The reason we are so eloquent after the conversation is over is because emotions have subsided and rational thought is now in command of our thinking. Now we know exactly what we should have said. Sometimes the emotion subsides quickly, allowing us the immediate opportunity to identify the real issue, make amends and resolve the issue. Sometimes the emotion lingers, however, resulting in grudges, plans for evening the score and counter attacks. When this happens, the original issue may be lost in an on-going drama that can last a lifetime.

If we want to communicate with influence we need to forget the Golden Rule - “Treat others as you would like to be treated.” Of course we all want to be treated with dignity and respect; that is a given. But beyond that, it is important not to approach or communicate with others in the way we like to be treated, but approach them in the way that suits them the best; the Platinum Rule.

Research shows that people would rather talk with someone nice over someone knowledgeable. Think about that for a moment. Can you remember a time in your career that you knew the person who had the answer to the question you had, but they weren’t very nice; so instead you asked around among the people you liked, hoping they had the answer you needed?