IT'S A ZOO OUT THERE!

Keynote speaker Nigel Risner, aka The Chief Zookeeper, provided inspired advice for franchisees

The keynote speaker at Belvoir’s Summer Soiree was Nigel Risner, whose unique presentation style is designed to educate, stimulate, and inspire. Here are some key takeaway points from that presentation, which not only focused on improving communication and leadership skills, but also saw Natalie Boardman of Belvoir Tunbridge Wells, in true lioness style, bravely relieve Nigel of a £20 note live on stage! More on the animal metaphors later…

Nigel’s presentation began with a few practical examples of how much we prefer to be in our comfort zone. Nigel advocates that to become phenomenal and develop a positive and productive workplace culture that gets the most from your team and your clients, we need to move out of our comfort zones and understand people’s needs.

Be in the room

During Nigel’s presentation you cannot fail to be captured by his passion for his subject. A major takeaway is ensuring that when you are in the room with someone, you need to really be in the room with them. Putting your phone away and giving people your full concentration and focus creates impact and connection and makes them feel that at that precise moment they are the most important person in your life. When it comes to being successful in business, Nigel advised that we need to understand people’s needs, which are never all about money - they can also be about feeling appreciated, valued and respected, so always put your phone and laptop away during meetings!

Coach versus commentator

How we talk to ourselves is important. Our inner voice can mercilessly berate us, or it can empower us. Is your voice that of a a coach or a commentator? Nigel advocates that a coach’s role can include being inspiring, encouraging, challenging, and motivational. Coaches can provide people with the confidence and training to make them the best version of themselves.

According to Nigel, the best coaches don’t give feedback – they feed forwards. Sadly, many people have a commentator as their inner voice, who looks back rather than forwards, criticises and makes predictions based on past performances. Is your inner voice that of a coach or a commentator? When you talk to someone, are you in coach or commentator mode? A coach will look at possibilities and explore what can be done to improve and create future success. If you are a commentator with a negative communication style and limiting beliefs, this will, over time, destroy you. To be the best version of you, don’t let the commentator in your head get in the way!

Another top tip for success, was to model your business on the best in the world and follow their methods. Nigel gave the example of Amazon as a highly successful business model. When ordering from Amazon, the first thing they do is take money from your account and acknowledge your order, which provides an immediate dopamine hit for the recipient. The next message confirms the order is out for delivery, which provides a second dopamine hit. The third message advises what other customers like you are buying. This message results in 23% of people buying something they probably hadn’t previously considered. Similarly, MacDonalds always tries to upsell by asking customers if they want a large drink or fries with their order etc. Interestingly, 33% of people, when asked the right questions, will be upsold, a fact that is well worth considering.

Communication style

To illustrate the importance of understanding how people communicate, and speaking in their preferred style, Nigel put on his Chief Zoopkeeper hat (literally) and asked everyone to consider whether their character traits matched that of four animal groups. These were:

Monkeys

Monkeys - dynamic, creative and energetic, don’t always take things seriously and can have trouble with timekeeping. Communication with moneys needs to be enthusiastic, tapping into their ideas, providing space for them to think flexibly, and allowing them to change their minds if needed.

Lions

Lions - straightforward, tenacious and purposeful, who make visionary leaders and love being in charge! They make tough decisions and meet deadlines easily, but can sometimes be perceived as stubborn, impatient and uncaring. Communication with lion types should be brief and focused, with all agreements honoured.

Elephants

Elephants - capable, analytical and can be sensitive and vulnerable. They are extremely reliable and value clarity, gentleness and quiet, but can have difficulty expressing themselves and can come across as fussy and formal. When communicating with elephants you will need to have all the facts, figures and details to hand.

Dolphins

Dolphins - supportive and perceptive of people’s emotions and wellbeing. They are excellent at building rapport, and often skilled in handling detail, but can sometimes be perceived as over-emotional. When communicating with dolphins ensure you pay attention to their personal and social needs and remember that change can seem unsettling to them.

Become a zookeeper!

Nigel advise that to become an effective zoo keeper you need to feed the animals in your care what they actually need, rather than what you think they want. “Think about people’s needs, and acknowledge people in their own style, not yours,” he said. “To become phenomenal, don’t over-complicate life, as it honestly is better to be happy than right. Let go of past values and views that no longer serve you, and give people what they need, then you can truly trust yourself to deliver value.”

Six Steps to Leadership Success

1. Have a clear outcome

You must know what you want.
Without clarity, you’re just busy, not impactful.
Focus on the end goal, not just activity.

2. Take responsibility

Own your actions, choices, and responses.
Avoid blaming, complaining, or making excuses.
Empowerment starts when you take full control of your life.

3. Be authentic

Be yourself. Everyone else is taken.
People respond to honesty and vulnerability.
Stop trying to please everyone or wear a mask.

4. Live with passion

Show up with energy and enthusiasm.
Be emotionally involved in what you do.
Passion is contagious and inspires others.

5. Be of service

Focus on what you give, not just what you get.
Think contribution: how are you helping others grow or succeed?
Leadership is service, not status.

6. Communicate with impact

Say what you mean, mean what you say.
Use clear, direct, and honest communication.
Understand others’ communication styles, which ties into Nigel’s Zoo metaphor about lions, monkeys, dolphins and elephants.

A new start

Nigel’s favourite quote: “No-one can go back and make a brand-new start, but everyone can start right now and make a brand-new ending.”