The Psychology of RIM: Records Managers - What ARE You Saying? by Craig Grimestad

Words do make a difference. In the prior Records Managers What ARE You Thinking blog in this series, I reviewed the positive promotional mindset that is helpful - if not essential, for a successful Records Manager. That is an excellent start - but how are others to know? Answer: It will be by the words coming out of your mouth so choose them carefully. Assume whenever you speak that the whole company, including the CEO, is listening. Think of yourself as the guy that everyone wants to hear what they are saying. I digress, but I remember a commercial for a brokerage firm (EF Hutton) some years back. In this commercial two people are having what seems to be a casual conversation about investments in a crowded setting, when the one individual asks the other a question. When the 2nd individual starts to speak he begins with Well my broker is EF Hutton, and EF Hutton says All of a sudden there is dead silence, all the people around them, regardless of what they were doing before, freeze in place, and turn their heads to listen in. Then the announcer comes on When EF Hutton talks - people listen . Now people aren't going to freeze when you speak, but people (probably more than what you'd expect) are listening to what you say and it can either be helpful or detrimental to your cause Choose to make your words helpful.

Do you have a critic, someone who is a naysayer - a prophet of doom and gloom over you and the RIM program? The more impactful your RIM operational improvements, the more changes you cause people to make, the more critics you will have. Do not repeat or support their perspective. There are two sides to every coin. They just gave you the dark and dull side; you want to show them the bright and shiny side. There is something to be said for the concept of self - fulfilling prophecies. If nothing else, dwelling on thoughts, either good or bad, can establish a mindset or expectation of disappointment and failure, or of hope and success. Choose hope and success! Put your thoughts of hope and success in their head!

So what should you be saying?

Is something going poorly? Offer guidance and resources if possible to make it right.

Is something going well? Give praise and recognition to those who made it happen.

You have had successes, you see opportunities - how do you get your message out there? Develop an elevator speech - maybe a couple for different situations with different people and use them when given an opening. What's an elevator speech? An elevator speech is concise set of words to transfer significant information to another party in a very short amount of time - typically 10- 30 seconds. It is a very important tool in your toolbox. When someone asks How's it going? consider this as an opening to promote your RIM program. Probably not every time, but consider this as an opportunity to speak positively about the successes of your program, your excitement in what is happening now, going to be happening soon, or could happen if given appropriate support. You don't always have to say Fine , or Doin' OK or Can't wait for the weekend or speak about the weather, family or vacations. If you are speaking to a key management member, they will likely appreciate the update (everyone likes to be in the know - did someone say knowledge is power? You just put fuel in their tank!) and think more highly of you with your enthusiasm and job focus.

So what should you be saying - A LOT! Encourage, recognize, advocate, promote, inform. The specifics of what you should say will depend on your circumstances. Take advantage of your opportunities and let the words you use - all of them, help you to accomplish your goals and objectives.

LINK:	http://blogs.ironmountain.com/2014/uncategorized/the-psychology-of-rim...
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