Dara Kiernan

As a response to my article about rapport building in contact centres published in ICMI yesterday, my good friend Ultan Ó Broin questioned the script-driven approach sometimes used, and asked the above question.

Seeing as it’s Friday, why not ask the most appropriate resource available…AI itself – here’s what it had to say. We’ll refer to this AI as ‘Patrick’. As you can see in the picture, Patrick wears the ‘craic’ well, but can he deliver?

Teaching AI to have "the craic" involves instilling a sense of humour and the ability to engage in playful, witty, and enjoyable conversation, much like the spirited social interaction celebrated in Irish culture.

Here are a few strategies that could be employed:

Understanding Cultural Nuances:
AI needs to comprehend cultural references, idioms, and humour specific to the culture where "craic" is valued. This could involve training on datasets that include colloquial language, jokes, and conversational patterns typical in Irish social settings.

Natural Language Understanding:
Enhance the AI's capability to understand and generate natural language. This includes grasping context, irony, and the subtleties of humour. Models like GPT are trained on diverse text inputs that help them understand and generate human-like text.

Emotional Intelligence:
AI should be able to detect and respond appropriately to the emotional tone of a conversation. This includes recognising when to be humorous and when to be serious, adapting to the mood and flow of the dialogue.

Interactive Learning:
Implementing interactive learning scenarios where the AI can engage in real-time conversations with humans and receive feedback on its performance. This could help the AI learn what works and what doesn’t in a casual, fun conversation.

Generative Capabilities:
Enhancing the AI's ability to generate diverse and creative responses. This can be achieved by training on a wide range of conversational data, including witty exchanges, which can teach the AI to be more spontaneous and engaging.

Feedback Loops:
Regularly updating the AI's training based on user interactions and feedback can help refine its conversational abilities and sense of humour, making its "craic" more genuine and enjoyable.

By combining these approaches, an AI can be better equipped to not just understand but actively participate in and contribute to the light-hearted, engaging banter that defines having the craic.

Mine’s a Guinness please Patrick!! Happy Friday everyone - may the road rise up to meet you!!

Building rapport with your team and customers.

Building rapport with your team and customers is key to creating lasting relationships. A recent experience reminded me of just how important it is to show genuine interest in others. A few years ago, I met the CEO of a large company and mentioned that I had just gotten married. Fast forward two years later, when we met again, he remembered and asked about my wife by name. This small gesture made a lasting impression on me.

Last week, during a call with a contact centre advisor from one of my utility providers, I mentioned that I had just gotten a new puppy named Asha (in the pic). During a follow-up call this week, a different advisor asked about how Asha was doing by name. This simple act of making note, remembering and showing interest made me feel very valued as a customer.

It's the little things that make a big difference when it comes to customer service and building relationships. By taking the time to remember small details about your team and customers, you can create a personal connection that goes a long way.

Well done...you have my business, and you're also going to be keeping it!

In today's rapidly evolving digital landscape, the role of a leader transcends beyond traditional management. In my experience, I see leaders are not taking the time to understand the level of IT proficiency within their teams and expect that people know how to efficiently use the likes of simple software such as Outlook and Excel.
To truly excel, leaders must deeply understand not only the technology that drives their business but, more importantly, the people who wield it. Not everyone grows up with a phone in their hand, even in this day and age. I certainly didn't, and my family didn't own a TV until I was 12 years old...and that was black & white (it was great fun watching the snooker).

Understanding Your Team
The first step towards effective leadership is understanding the people you lead. This involves recognising their strengths, motivations, skills and challenges. Leaders who invest time in understanding their team's unique dynamics and individual needs can foster a more inclusive, supportive, and productive work environment. This understanding also helps in tailoring strategies that leverage individual strengths for collective success.

Grasping Technology
Equally crucial is a leader’s grasp of technology. In an age where digital tools can redefine markets overnight, leaders must stay informed about technological trends and innovations. This knowledge isn't just about keeping up with tools and software; it’s about understanding how these advancements can enhance workflows, create new opportunities for growth, and drive competitive advantage. And most importantly, share this knowledge...don't expect others to know something you've only just learnt.

Combining People and Technology
When leaders effectively combine their understanding of both their team and relevant technologies, they create a powerful synergy. This synergy not only accelerates problem-solving and innovation but also enhances employee engagement and retention. Employees feel valued when they see their leaders taking an active interest in the tools and techniques that shape their daily work experiences.

Call to Action
As we navigate the complexities of the 21st century, the leaders who will stand out are those who commit to continuously learning about both their people and the technologies that impact their industries. Whether you’re leading a small team or a large corporation, the dual focus on people and technology is the cornerstone of visionary leadership.

Effective communication is crucial for leadership as it directly influences the ability to lead successfully.

As a leader, communication skills enable you to articulate vision, set clear expectations, and guide your team towards achieving goals. It fosters trust and transparency, encourages engagement, and enhances collaboration among team members. Good communication also aids in managing conflicts, inspiring and motivating employees, and facilitating innovation by encouraging the exchange of ideas.

Ultimately, a leader's communication ability can determine the efficiency, cohesion, and overall success of their team.

In my experience, three core principles have consistently stood out as foundations for effective communication:

Clarity and Conciseness:
Whether it's setting goals, providing feedback, or discussing strategies, being clear and concise prevents misunderstandings and keeps the team focused.
And please don't be afraid to tell someone that they're doing something wrong - although some of you may find it a little scary to have these conversations, and these conversations can sometimes be deemed as 'difficult', but that's only in your eyes. Imagine being the person who is doing something wrong, isn't aware of it (everyone else is), but their manager is too worried about having a 'difficult' conversation. How unfair is that? Be brave, face your fears, and be professional and constructive when doing so. The alternative will be a lot more difficult later on.

Active Listening:
Communication is a two-way street. Active listening ensures that we understand the concerns and ideas of our team members, fostering a more collaborative environment.
Active listening requires the listener to fully concentrate, understand, respond, and then remember what is being said. It's more than just hearing the speaker; it involves a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.
Please give the team your time, and most importantly, your concentration, understanding and respect.

Consistent Feedback:
Regular and constructive feedback helps build trust and continuous improvement. It encourages an open dialogue and shows that we value our team’s contributions and growth. It is your responsibility as a leader to ensure your team receive this feedback, because how else would we learn?

In the future when people ask about you, ensure the response is "I learnt so much from that person", and not, "Who?"

Implementing these principles doesn't just enhance productivity; it builds a stronger, more cohesive team. I’ve seen projects turn around and team morale boost, all because we improved how we communicate.

In an unexpected twist, it turns out that the art of stand-up comedy offers profound lessons for leaders in any field. As someone who has experienced both the exhilaration and the challenges of leadership over the past 25 years, and my experiences in the Irish Comedy scene for the past 20 years, I've discovered that the principles guiding successful comedians can significantly enhance our leadership skills, particularly in the realms of self-awareness and vulnerability.

Self-Awareness: The Core of Your Material

Just as comedians delve deep into their experiences to find relatable, authentic material, leaders must engage in self-reflection to understand their strengths and weaknesses. This journey of self-awareness isn't just about capitalizing on what you're good at; it's about recognising where you falter and how those aspects can impact your team. A comedian's acute self-awareness allows them to connect with diverse audiences. Similarly, a leader's insight into their own character can bridge gaps, inspire trust, and foster a strong team dynamic.

Vulnerability: The Strength in Letting Go

If there's one thing stand-up comedy teaches you, it's that vulnerability can be a powerful tool. Comedians share their failures, fears, and faux pas, turning their vulnerabilities into a source of connection and laughter. In leadership, showing vulnerability isn't a sign of weakness; it's an invitation for others to see the human behind the role. It builds empathy and shows your team that it's okay to take risks, make mistakes, and be open about challenges.

The Feedback Loop: Laugh, Learn, Iterate

Every stand-up performance is an opportunity for feedback. Comedians listen to their audience's reactions - every laugh, silence, or groan - to refine their act. Effective leaders, too, must embrace feedback with an open heart and an eagerness to improve. It's about creating a culture where feedback is welcomed and acted upon, where every challenge is seen as a chance to grow.

Timing and Adaptability

Comedy is all about timing, and so is leadership. Knowing when to push forward with an initiative or when to take a step back is crucial. Similarly, being adaptable - able to pivot your approach based on the team's mood or the project's needs - mirrors a comedian's ability to change their set based on the room's energy.

Conclusion:

The stage of stand-up comedy, much like the arena of leadership, is not for the faint of heart. It requires courage, self-awareness, and the willingness to be vulnerable. As leaders, if we can embrace these lessons, we can create environments where creativity flourishes, challenges are embraced, and teams feel genuinely connected and supported.

Let's take a cue from the world of comedy: be real, be you, and remember, the power of leadership, much like comedy, lies in connecting with people on a human level.

Although it may be be difficult, leadership is about confidence, and most importantly your own self-confidence. I have also suffered from this in my career, and I have always taken steps to improve myself, although every day is a 'school' day as they say, and so it should be.
Improving your confidence is a personal journey that can involve a variety of strategies. Here are some tips that have helped me along the way:

Set Small Goals: Start with small, achievable goals that you can accomplish. Successfully achieving these goals can boost your confidence and motivate you to tackle bigger challenges.

Practice Self-Compassion: Be kind to yourself. Acknowledge your efforts, progress, and accomplishments. Remind yourself that everyone makes mistakes and that they are opportunities for learning and growth.

Prepare and Practice: Whether it's public speaking, a job interview, or any other skill, preparation and practice can significantly boost your confidence. Familiarity with the subject matter or task at hand can make you feel more secure and less anxious.

Positive Affirmations: Use positive affirmations to challenge and overcome self-doubt. Repeating positive statements about yourself can help change negative thought patterns into more positive ones.

Visualize Success: Visualization is a powerful tool. Imagine yourself succeeding in your endeavours. This mental practice can enhance your confidence and reduce anxiety about future tasks or performances.

Build Skills: Identify areas where you feel less confident and take steps to improve your skills in those areas. Whether through formal education, online courses, or self-study, enhancing your abilities can boost your self-confidence.

Surround Yourself with Support: Spend time with people who uplift you and believe in your abilities. A supportive network can encourage you when you're feeling doubtful and celebrate your successes with you. Find a mentor!

Stay Healthy: Physical well-being can influence your mental state. Regular exercise, a healthy diet, and adequate sleep can improve your overall mood and energy levels, contributing to a more positive self-image.

Face Your Fears: Stepping out of your comfort zone and facing your fears can be empowering. Start with small steps and gradually expose yourself to situations that scare you, building your resilience and confidence over time. My journey took me to the stand-up comedy stage...yours doesn't have to.

Seek Professional Help: If your lack of confidence is affecting your daily life or mental health, consider seeking help from a counsellor or therapist. Professional guidance can provide you with strategies to build your self-esteem and address underlying issues.

Remember, building confidence is a process that takes time and patience. Celebrate your progress, no matter how small, and be persistent in your efforts.

The picture is from a stock image - I didn't have the confidence to post the one I took of me in a similar outfit - maybe someday

Trust me, you don't want to miss this Easter tip! While it's common to gift Easter eggs to your team, why not take it up a notch this year? Buy a few extra eggs, store them away and run an incentive towards the end of April with the surprise prize being those eggs you've saved!

It may sound silly, but here's the impact:
1. Your team will recognize you as a future-focused leader.
2. It will create excitement - everyone loves an Easter egg, especially when you can't buy them anywhere else.
3. Imagine the look on your employee's kids' faces when they receive an Easter egg at the end of April - it's priceless.
4. And yes, you can buy this feeling, but it'll only cost you around €5 per egg.

Happy Easter everyone! Hope you find this tip useful. You'll thank me in a month's time, if you haven't eaten them all yourself before then.

Warning: The image you're about to view has extreme levels of cuteness that may cause uncontrollable smiling, 'awwing,' and an irresistible urge to hug your screen. Viewer discretion is advised, especially for those susceptible to acute bouts of happiness and joy.

On a serious note, when sending this young man off to school yesterday dressed as Harry Potter, I thought about the young leaders in our businesses today who would have grown up watching Harry and his friends, and I wondered what leadership lessons Harry would have taught them over the years. His journey, from a young boy who learns of his magical heritage to the hero who plays a crucial role in the defeat of the dark wizard Voldemort, embodies qualities and lessons that are valuable for leadership. here are some of his attributes.

Courage in the Face of Adversity:
Harry's willingness to face dangerous situations, even when the odds are against him, showcases the importance of courage in leadership.

Humility and the Willingness to Learn:
Despite his fame within the wizarding world, Harry remains humble and open to learning from others.

Importance of Teamwork and Collaboration:
Throughout the series, Harry relies on his friends and allies to overcome obstacles. This highlights the significance of building a strong team and fostering collaboration.

Resilience and Perseverance:
Harry's ability to persevere through personal losses and setbacks without losing hope is a powerful lesson in resilience.

Ethical Leadership and Integrity:
Harry's decisions are often guided by his moral compass, demonstrating the importance of ethics and integrity in leadership.

Empathy and Compassion:
Harry's ability to understand and feel for others, even his enemies, showcases the power of empathy and compassion in leadership.

Innovation and Creative Problem-Solving:
Harry often finds himself in situations that require quick thinking and innovative solutions. This ability to adapt and think creatively is crucial for leaders facing complex challenges in a rapidly changing world.

Harry Potter's journey offers valuable insights into courage, humility, teamwork, resilience, ethical leadership, empathy, and innovation. These qualities are essential for effective leadership and can inspire leaders to reflect on their own practices and how they can lead more effectively.

Not sure if my boy understands all of this just yet, but he certainly figured out how to crack his Daddy over the head with that wand immediately after I took the photo.