Question 1

1. Welcome Introduction

Accepted Answer

[embed]https://youtu.be/fHpY2ONhKA8[/embed]

Question 2

2. Passionate About Our Team

Accepted Answer

[embed]https://www.youtube.com/watch?v=pVzNo9TVwqI&feature=youtu.be[/embed]

Question 3

3. Integrity

Accepted Answer

[embed]https://youtu.be/Odm-36X2tlI[/embed]

Question 4

4. Growing

Accepted Answer

[embed]https://www.youtube.com/watch?v=FAPWYpl02F8&feature=youtu.be[/embed]

Question 5

5. Helpful

Accepted Answer

[embed]https://youtu.be/jTYxHzdeMMA[/embed]

Question 6

6. Excellence

Accepted Answer

[embed]https://youtu.be/kxKFvhXPvnA[/embed]

Question 7

7. Environmentally Conscious

Accepted Answer

[embed]https://www.youtube.com/watch?v=BaV-AsC7KVY&feature=youtu.be[/embed]

Question 8

1. Opportunities

Accepted Answer

[embed]https://www.youtube.com/watch?v=GR9Be3jWnA8&feature=youtu.be[/embed]

Question 9

2. Listening

Accepted Answer

[embed]https://youtu.be/0Dxy5PaDjFM[/embed]

Question 10

3. Self Sabotage

Accepted Answer

[embed]https://dubb.com/v/ZcYPjd[/embed]

Question 11

4. Productivity

Accepted Answer

[embed]https://www.youtube.com/watch?v=1db-1oA9PBw&feature=youtu.be[/embed]

Question 12

1. Effective Communication

Accepted Answer

Feedback is your greatest tool, but it only works if it is delivered in an effective manner.

Leave emotions out of it- The reality is you are going to continue talking about the same issues
again and again as long as you are in this position, and it can tend to feel like a broken record.
Work on separating each situation and each person rather than letting it build up. Yes, these
quality issues make your job harder and it can be frustrating, but that is ultimately why you
have this position. You look for the issues, communicate the issues, and help the employee by
providing feedback on the standards that must be met to be successful in their position. This
cycle will continue. Each issue is an opportunity to improve, but also for you to provide value.
Remove negative emotion from the conversation. Always provide feedback when you have
returned to a calm and gathered state.

Be direct about the issue, not the person or the group

Example: “You guys have got to quit making them like this. I’ve said it a lot of times. You’ve got
to get it right.”

In this case, the manager is making a comment to one person, but the words reflect feelings
towards the whole group. The immediate issue is also not clear to the employee. This employee
may not be sure what to fix that will make it “right”. While the manager may have explained it
previously, it is still important to be direct about the specific issue they are looking at.

Example: "Johnny, we have talked about how to make quality seals. The seals in this pile are not
meeting our quality standards because they are burned."

Deposit in the Bank: You can be sure that at some point you will have to deliver some negative
feedback, or constructive criticism that will withdraw some money from your employee’s bank
of confidence and positivity. Knowing this, look for every opportunity to make deposits- when it
is approriate. The reality is, regardless of the knowledge they acquire, your employees have got
to WANT to show up/perform for you. This means you have to work to keep a positive
relationship with them. This can be challenging when your job is to point out things they do
incorrectly, so we must be intentional about it. Take every chance you can to provide positive
feedback, even if it’s not related to the job duty you are evaluating. If you notice they come in
on time, or have a smile on, or receive training well, or have cute shoes, tell them! If they pay
attention to your feedback the first time, tell them. This will show them that you notice, allow
you to deposit in their bank, and also encourage them to do this good behavior again next time.
I know there are days it is hard to find positives, and we don’t want to be misleading with
feedback when an employee is not meeting standards. So, separate these comments from your
criticisms. Provide positivity at the time it happens, rather than paired with your criticism to be
sure they are clear on where they stand.

Make it a Conversation: Part of being a good leader is being a good listener. Make sure the
employee has a shot to ask questions, provide feedback, etc. You can always learn from your
people. You may understand why they are struggling, what they weren’t clear on, etc. that will
help you provide better feedback or solutions that will make you a better leader and allow the
next person you help to be successful. Always listen with the intent to learn rather the intent to
reply. Make sure you are asking questions too. Your job as a manager is to help others be
successful in their spots. Find out what you can do to help them.

Keep it Private - We are in a group setting; but do your best to deliver feedback personally so
the employee does not feel embarrassed or attacked. They are more likely to respond better if
they can process the information on their own rather than dealing with feeling judged by those
around them as well.

Help Them Understand the Why - After you have identified the problem, help the employee
understand the effects this issue can cause. Without understanding the big picture, employees
may not take the details seriously. Helping them see how their performance effects other
people’s jobs, the company, and the customer’s experience can motivate them to improve.

Example: “These crooked corners just aren’t acceptable. This causes huge issues.”

Example: I know these measurements seems like a tiny detail, but it can have a huge effect on
our business. A lot of our pieces are made specifically for the customer’s box or set-up. If they
receive a liner that is ½” crooked, they may not be able to fit their box in. This means the
customer will have a disruption in their business that will make them upset. Most likely they
will call Innovative because of their dissatisfaction. This could lead to returned product, rushed
re-do’s that mess with production schedules, lost customers, or lost money for the fixes that
leave management frustrated with us. So, even though we’re talking about a ½” here, I hope
you can see how important it is to be exact.

Provide a solution: Make sure you provide a clear action to take that will ensure success. If the
standard is not being met, make sure they understand what the standard is, and how to achieve
it. What tips do you have that will help them get the desired result?
If they are not clear on the process or expectations, let them know you’ve got their back and
will communicate to their lead right away that they need some additional training.

Relate to the Core Values: We carry a standard of excellence here in our products and our
procedures. Just okay is not good enough for the manufacturer or the manager. We must do
the very best job we are able every time, and we must be helpful whenever possible. Be sure
you are leading by example in these areas always, so you are just in holding others to these
standards

Follow Up - No need to micromanage, but check back in a timely manner after feedback is given
to be sure the message was effective. Once the employee has had a chance to iron out the
kinks, take a look back. This will give you an opportunity to tell them (or their supervisor) what
has improved and that you appreciate their effort.

Steps for Delivering Effective Critique
1. Identify a clear issue.
2. Explain the implications of it.
3. Explain how to improve it
4. Check for feedback from the employee to learn and ensure the message is clear
5. Follow Up

Please note, steps 2-5 can be deferred to employee’s direct supervisor to handle depending on
your guidance.

Remember, none of these steps matter unless we are delivering the information in a calm, kind
tone that can be received well. They have to WANT to perform for you.

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Question 13

2. Five Pillars of Emotional Intelligence

Accepted Answer

Self Awareness: Someone with good self-awareness can identify emotions that they are experiencing as well as why they are feeling them, or what triggers them. They can identify their strengths and weaknesses without arrogance or low self-esteem. Strength in this area allows you to handle criticism well.
- Work Application: Self-awareness allows you to take feedback from manager's and use it to grow. It allows you to use your strengths to move your forward as well as work on your weaknesses without hurting confidence. This allows you to take on positions/projects that play to your strengths where you will succeed.
Self-Regulation: We must have feelings to be alive, but being consumed by feelings isn't reality. A person with strong self regulation can control emotions appropriately in different situations. This person can also recognize what they must do when they are in an intense state of emotion to "regulate" themselves and come back to a place where they can express them effectively. This is not the same as hiding or burrying emotions, but being intentional about healthily expressing emotions with control.
- Work Application: Things happen all the time that can cause frustration, disappointment, anger, stress, etc. Self regulation allows you to communicate effectively without damaging relationships despite the emotional situations. Allows you to provide better customer service if you aren't overly emotional or defensive reacting to customer's complaints. Can help you diffuse employee issues, and improve outcomes.
Motivation: This is one of the biggest influences on career and life. This has to do with the internal drive to move forward. This allows better reactions of optimism and perseverance to the inevitable challenging situations and emotions that will arise.
- Work application: Helps you keep moving forward, push for growth, reach goals, help uplift those around you, more likely to contribute to the team as a whole, or go the extra mile even when no one is watching.
Empathy: The ability to make emotional connections to others. Allows you to recognize the feelings of others, see their perspective without taking on the emotion yourself. Helps to build stronger bonds
- Work application: Empathy allows you to provide better solutions, rewards, and support when you can understand someone else's perspective. Helps them feel validated.
Social/People Skills: A person with strong social skills enjoys other people and is likable themselves. They are a good judge of character and able to read a room/situation. They are good at calming someone down, lifting them up, having quality interaction, etc.
- Work Application: This can help you be a great leader and coach individuals. It can help you pick out great new people to hire. It can help you be effective in sales and understand what the customer need from you to trust in you and your product. Helps you work well with others in a group.
- Emotional Intelligence is a skill you can work on! You can be better in some areas than others but improve with practice. What can we do to practice?
  - Use active listening (*See video in Success Center for more on active listening)
  - Take time to evaluate and critique how conversations/situations went. Think about whether you think the other person responded well. Think about how you felt during the interaction, what you said, and whether there was anything you could do differently next time.
  - Pause before reacting.
  - Practice clear communication, ask for a second opinion before you go in
  - -Keep having uncomfortable conversations

This can help improve relationships, diffuse conflict, reduce stress and anxiety, and overcome life's challenges.

Question 14

3. Basic Understanding of 6S

Accepted Answer

Question 15

4. Providing Great "Customer" Service

Accepted Answer

Customer service is not limited to just customer service representatives. Everyone has customers,
whether it’s their leaders, vendors, teammates, etc.
Here are 5 standards for providing great “customer” service.

Concern
• Let your “customer” know you care about them by listening to them with gratitude &
enthusiasm. Show that you actually care, that you are hearing them, and that you want
to hear them.
• Thank them for reaching out to you
• Assure them that you're happy to help
• Verify that you understand the problem or task correctly. Repeat the
problem/task back to them in your own words.
• Ultimately, verify that a resolution has been reached

Courtesy
• This is all about how you treat your “customer” during interactions. Showing them the
utmost respect and being 100% present in our interactions.
• It’s not what you say, it’s how you say it.
• Show that you’re happy to have the conversation, even if it’s an uncomfortable
conversation.
• Actively listen to what they’re saying
• Ask probing questions to find the root problem
• Be personable & build rapport
1. Every problem is an opportunity to work on the relationship
• Use polite wording (please, thank you, etc.)
• Express your gratitude towards them

Efficiency
• Solve their problem (and any discrepancies) in the least amount of interactions
possible. Being concise and consistent allows your “customer” to feel confident in your
abilities.
• Assure them you will get answers if you do not already have one. Don’t make
one up or provide half-truths just to give quick satisfaction.
▪ Provide a date and time that you will have a resolution by, and stick to
that. If the deadline becomes unrealistic, inform your customer as soon
as possible. Be realistic and transparent. Follow through with what you
say you are going to do.
▪ End dates turn tasks in to achievable goals. This will alleviate stress, help you prioritize and not overload your day, and also helps you measure the success of your day.

• Follow up along the way to the resolution if the problem can’t be resolved
immediately. Show your customer that you are working on it and there is
progress being made.
• Verify the issue has been solved and won’t repeat itself
• Educate the client on what they can do if it happens again
• Offer additional help & answer any questions
• Be sure to answer all questions asked of you
• Have a concise, all-encompassing set of questions that will get you all the
information you need at once.
• Be a great problem solver, not just a good problem solver. Do your research,
educate yourself, do the pre-work, etc.

Knowledge
• Focus on teaching our clients to fish first and foremost when helping them.
• Share all your resources (training, books, documents, FAQs)
• Show them how to find the answers to their questions/problems
• Educate the client on what caused the issue & how to avoid it in the future

Timely
• This is providing fast service when assisting the client. Try to resolve all issues as soon as
possible
• Show and communicate a sense of urgency.

Question 16

5. Imposter Syndrome

Accepted Answer

Imposter Syndrome

Presented by Tess Lopez on 10/04/22

Imposter Syndrome: the feeling that you shouldn’t have your success, or that you don’t deserve your success.

You weren't born with these self-beliefs, they were taught. There is not a specific trigger that causes Imposter Syndrome to kick in, it doesn’t happen with the flip of a switch. You were mentally conditioned to have these limitations as a child. There is so much more that goes into having imposter syndrome; Why does it happen? Where does it come from? How do I strive despite having I.S.?

MAJOR INFLUENCES OF IMPOSTER SYNDROME

MICRO-AGGRESSIONS

- Subtle remarks, a low daily hum that communicates the message of hostility or exclusion based on social identities like Race, Class, Gender, Age, etc.

HIGH A.C.ES - Adverse childhood experiences.

- They are various forms of physical and emotional abuse, neglect, and household dysfunction experienced in childhood. The harms ACEs can be long-lasting, affecting people even in their adulthood.

EXTERNAL DILEMMAS

- ANXIETY
- PERFECTIONISM
- SELF-DOUBT
- FEAR OF FAILURE
- CRITICAL DIALOGUE

5 DIFFERENT TYPES OF IMPOSTER SYNDROME

THE PERFECTIONIST

Never satisfied and always feel that their work could be better. Rather than focus on their strengths, they tend to fixate on any flaws or mistakes. This often leads to a great deal of self-pressure and high amounts of anxiety.

THE SOLOIST

These people tend to be very individualistic and perfer to work alone. Self often stems from their productivity so they often reject offers of assistance. They tend to see asking for help as a sign of weakness or incompetence.

THE SUPERHERO

Because these individuals feel inadequate, they feel compelled to push themselves to work as hard as possible. You measure your competency based on how many roles you can juggle and excel in Fall short in any role? That evokes shame because they feel like they should be able to handle it.

THE EXPERT

These individuals are always trying to learn more and are never satisfied with their level of understanding. Even though they are often highly skilled, they underrate their own expertise. Their primary concern, according to Vincent, is "what" and "how much" they know or can do. Even a minor lack of knowledge creates feelings of failure and shame.

THE NATURAL GENIUS

These people set excessively lofty goals for themselves and feel crushed when they don’t succeed on their first try.

WHAT IS IMPOSTER SYNDROME?

The "Impostor Phenomenon" was first described first by Dr. Pauline Clance, from her observations in a clinical setting. Individuals with the Impostor Phenomenon experience intense feelings that their achievements are undeserved and worry that they are likely to be exposed as a fraud. This causes distress and maladaptive behavior. (Maladaptive behavior is behavior that prevents you from making adjustments that are in your own best interest. Avoidance, withdrawal, and passive aggression are examples of maladaptive behaviors.)

These individuals experienced intense feelings that their achievements are undeserved, and they worry that they’re likely to be exposed as a fraud.

Fun fact: imposter syndrome was initially only believed to affect professional working women. But now we know that it can affect anyone, yes anyone. An estimated 70% of people will experience this at least once in their lives. ANYONE can view themselves as an imposter if they fail to internalize their success.

HOW DO WE TREAT IMPOSTER SYNDROME?

Everyone has unconscious rules in their head about what it means to be competent. These rules tend to begin with “SHOULD”, “ALWAYS”, or “NEVER”. In order to tackle feeling like an imposter, we need to identify what these rules are.

For me personally, some of my rules are “I SHOULD know everything in my field”, “I SHOULD have gotten that right the first time”, “I have ALWAYS been one who can juggle everything”, and “I NEVER make a mistake”.

If you can identify the hidden self-limiting beliefs you have around competency or success, you can start directly addressing those rules.

I personally struggle with most of these because instead of internalizing my successes I gloss over them and I only focus on the mistakes, where I fell short, how I don’t measure up and how I could do better. Now that I’m more self-aware, and have placed a little red flag in my brain on what those rules sound like, I can catch myself when I say those limiting beliefs; the “SHOULD”, “ALWAYS”, or “NEVER”’s. I can begin treating imposter syndrome, and so can YOU.

I know self-work is exhausting but it’s necessary.

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