Posted in Blog, Exploring Life and Work with Patti Podcast

Exploring Staying Positive In A Unfavorable Work Environment As A Manager and Supervisor From Chaos To Calm

Click to listen to podcast Episode 14 Exploring Staying Positive In A Unfavorable Work Environment As A Manager and Supervisor From Chaos To Calm

Hi, Managers and Supervisors. How’s it going?

In this podcast episode Exploring Staying Positive In A Unfavorable Work Environment As A Manager and Supervisor From Chaos To Calm I am going to explore staying positive in an unfavorable work environment.

When you are a manager and supervisor, you get harsh treatment and judgment from your superiors and subordinates. The top tells you to do things your employees don’t want to do, and you are stuck in the middle and have to enforce it.  

How do you stay upbeat when continually being pushed down by others?

I understand how easy it is to get sucked into negativity, drama, or a bad attitude when in a toxic work environment. Some people want to pull you into their emotional drama—rude comments about others, sarcastic undertones, and the energy vampires who want to drag everyone else down with them. But unfortunately, people don’t even realize that they have a negative attitude because it has become a habit and spills into their personal lives.

Self-reflect are you personally responsible for the drama since you are in charge of your area? If yes, how can you change it?

When working in a toxic environment, people may start to take everything personally because of the feeling of being verbally attacked, one-upping, taken advantage of, or pointing out mistakes or faults, especially if peers want to move higher in management. They will do anything to make you look bad if they feel you are a threat. As time goes on, it takes a toll on people’s emotions, values, and self-worth.

We all contribute to the workplace vibe in some way or another by how we interact and communicate our thoughts, instructions, crucial feedback, praise, and dealing with backstabbing, betrayal, and interpersonal relationships.

This situation is one of the biggest challenges people face when working with others.

However, there is hope.

What are some strategies to help you stay positive?

  1. When your peer is causing conflict, think about the best way to handle this situation. What are their motives? Should you walk away and not engage and excuse yourself from the conversation? How will it appear if you walk away or stay and engage? Is this person setting you up to react unfavorably in front of others? If you react and respond unfavorably, is it worth the consequences? If it is an employee, you will need to engage in private after both of you have had time to self-reflect on the situation and calm down the heated emotions—Journal how you are feeling and brainstorm solutions to resolve the conflict or crisis. Keep your journal in a locked, safe place.
  2. When there are unkind remarks about someone else, say something nice about that person. This action tends to halt the conversation.
  3. Listen to uplifting music, recite positive affirmations and go for a walk to get clarity.

Be the person you want to be around. Focus on what you want in your life and remove the thoughts of what you don’t—set goals for how you will change your situation and put them into action. Hire a leadership and life coach to help you get where you want to be. ~ Patti

Today’s podcast Affirmation

I am a positive influence in the workplace!

Did you find this helpful? If so, please share this podcast with others!

Until next time when we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management

Posted in Blog, Exploring Life and Work with Patti Podcast, Leadership Inspiration, Podcasts

Exploring Changing The Feeling of Dread At Work To Excitement Again From Chaos To Calm

Click to listen to Episode 13 – Exploring Changing The Feeling of Dread At Work To Excitement Again From Chaos to Calm.

This podcast episode will discuss and reflect on changing the feeling of dread at work to excitement again. 

Hi, Managers and Supervisors. How’s it going?

Do you remember the days you were excited to get up and work?

You loved having this career and learning new things. You lit up the office with your enthusiasm. You were like a sponge; you soaked up all the knowledge you could get. 

When did everything at work change from excitement to dread?

Was it a slow fade over time?

How did it happen?

What changed in you, and when did you start to dread going into the office?

Was there disappointment or being set up for failure?

A new boss, was there Unethical people getting promoted?

A shift in the company vision or goals?

Unreasonable workload?

Have the work duties changed?

Too many ridiculous meetings?

Too many emails to answer?

Are the work schedule boundaries blurred?

We all have been here at some time or another with a job. We want something more challenging and exciting if you feel like this; maybe it is time for a new direction in your career path. 

As managers or supervisors, we must realize that our employees also get to this point of dread when they no longer feel challenged or excited to come to work. We need to look for those signs that they are bored and the job is not lighting them up anymore. 

What can you do to help them enjoy work again?  

Has something changed in the work environment? If so, what is it? What’s the true undercurrent causing the dread? Is there a solution?

A leader’s words, actions, and deeds set the path for how the team interacts with you, the team, and customers, contributing to the energy and flow of the work environment. 

Are you leading by your emotions, your staff’s emotions, company policies, or critical thinking? 

How is your attitude at work affecting those around you and yourself?  

You know what you want and what you don’t want. So what is holding you in a job that you feel bored and on the road to nowhere? What can you do to change this back to feeling excited again? Do you have a mentor or coach helping you to succeed and promote within your company?

How is your employee’s attitude at work? 

What’s holding them back in their job performances? 

Are you mentoring and coaching them to succeed?

What could make you feel alive again in your work situation? 

Reflect on all these questions and think about what are some solutions for you. You know something needs to give, but the only way it will change is if you put it into action.  

Today’s podcast Affirmation

Each day I am developing my career and my staff!

Did you find this helpful? If so, please share this podcast with others! 

Until next time when we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management 

Posted in Blog, Exploring Life and Work with Patti Podcast, Leadership Inspiration, Work-Life balance

Why I Became Leadership and Work-Life Balance Coach From Chaos To Calm

Hi, Managers and Supervisors. How’s it going?

In this podcast episode, Patti discusses her personal journey on why she became a Leadership and Work-Life Balance coach.

Today’s podcast Affirmation:
Each day I am Developing Positive Work-Life Balance Habits!

To purchase Work-Life Balance Affirmation Cards 
https://coachingforinspirationwithpatti.com/worklife-balance-affirmations-cards/

Did you find this helpful? If so, please share this podcast with others!

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management #worklifebalance

Posted in Blog, Exploring Life and Work with Patti Podcast

Exploring Good Boundaries In The Workplace as a Manager and Supervisor From Chaos to Calm

Click to listen to podcast Episode 10 – Exploring Good Boundaries In The Workplace as a Manager and Supervisor From Chaos to Calm.

Hi, Managers and Supervisors. How’s it going?

In today’s podcast, we explore having good boundaries in the workplace.

Have you ever worked with someone who has no sense of boundaries?

What do I mean? 

Heres’ an example:

Someone who asks you personal things or wants you to do something for them is entirely out of line, sarcastic, embarrassing, and takes advantage? They have no filter or common sense that it is not appropriate.

It could be your boss, a co-worker, or an employee. 

How do you handle these situations without feeling rude, resentful, or used?

Here’s an example of setting boundaries with a person with no filter or asking things that are none of their business

I’ve worked with people who would say what they were thinking without stopping and pausing before speaking. There was no holding back if the words were unkind, insensitive, rude, pushy, harsh, gossip, or nosy. 

I remember working with a person that loved to gossip about everyone at work. She would come into my office and start talking about others or trying to get information out of me. I would say I am swamped right now or change the subject or stand up and tell her I have to go. Finally, she stopped coming into my office to gossip.

What if someone is harsh, unkind, rude, and pushy to you? Ask them – how you are doing or what’s going on. You would be surprised how that can change the conversation from hostile to civil. Stating what’s going on gives them a chance to explain how they feel about their situation or problem.

Here’s an example of someone that takes advantage – the Doer and Slacker 

The doer personality will sometimes take on your people’s work without recognizing that the slacker is pawning it off. Especially when a project is close to a deadline in a team environment, the Doer will step in to finish the project on time.  

How does a Doer get the slacker to complete their part of the project? By not rescuing them. Let the project deadline go over, and don’t protect the slacker, the uncompleted task assigned to the slacker, and everyone knows it. If the slacker is accountable for their actions, they will have to start stepping up to complete their part when everyone doesn’t let them get away with it. Keeping up with the boundary of not doing the slacker work is necessary to change the behavior and for the boss to become aware. Remember, it is not your responsibility for that person’s lack of completion. You are responsible for yourself and you alone; this is a complex concept for the Doer, but setting the boundary of not covering and doing all the work will stop being taken advantage of and give you more time to do the things you enjoy. 

As a manager or supervisor, there are times when employees push the boundaries, asking you things you can’t discuss and communicating to them that you can’t comment on this.

What are some boundary techniques you use at work?

Today’s podcast Affirmation

I have good boundaries at work!

Did you find this helpful? If so, please share this podcast with others! 

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management #boundaries #boundariesatwork #exploringlifeandwork #managementcoaching #supervisorscoaching

Posted in Exploring Life and Work with Patti Podcast

Exploring Journaling For Managers and Supervisors From Chaos to Calm

Click to listen to Episode 9 – Exploring Journaling For Managers and Supervisors From Chaos To Calm.

Hi, Managers and Supervisors, How’s it going?

In today’s podcast episode, we will be exploring the technique of journaling in the workplace as a manager and supervisor and how it may help keep you in the proper perspective during challenging situations.

Journaling may work out specific problems, generate ideas, and brainstorm. Writing down thoughts, ideas, and emotions can help release tension and encourage creative thinking. This writing can help develop new ideas for products and services and improve customer service techniques. Focusing on the concept, process, or development through journaling may challenge you to discover creative solutions.

Journaling Questions:

  1. What happens if you react right now or at this moment?
  2. What will happen if you decide not to respond?
  3. What are the benefits of walking away and taking time to reflect before handling the situation?
  4. How can you handle this situation calmly?
  5. How will you overcome obstacles in the way?
  6. After you have time to reflect, how will you respond?
  7. What are your action steps now?

Did you find this helpful? If so, please share this podcast with others!

Today’s podcast Affirmation:
I journal to make good decisions!

To purchase Work-Life Balance Affirmation Cards 
https://coachingforinspirationwithpatti.com/worklife-balance-affirmations-cards/

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management #journaling #journalformanagers #journalingforsupervisors

Posted in Blog

Episode 63 – Becoming a Leader in the Workplace for Better Relationships

Click to listen to Episode 63 – Becoming a Leaders in the Workplace for Better Relationships

Patti and Angela explore leadership in the workplace.  

Patti is a Leadership and Work-Life Balance coach specializing in helping Managers and Supervisors. Patti has a monthly mini-podcast called Exploring Life and Work with Patti from Chaos to Calm. This podcast is for you if you are a manager or supervisor who has focused on your career for years and now wants to live a more purposeful and balanced life outside of work. These mini-podcast episodes inspire life and work strategies to maintain sanity within your busy day, from chaos to calm. Patti’s Podcast Exploring Life and Work with Patti from Chaos to Calm tackles issues that affect leaders directly. https://anchor.fm/exploringlifeandwork.

Here some questions to ask yourself and reflect on if you’re in a leadership role or thinking about pursuing a leadership position?

How do you speak to others?

Do you enjoy working with others?

Are you a team player?

Are you willing to be accountable for other people’s actions?

Are you ready to hold yourself responsible for your actions, admit when you are wrong, and apologize when needed?

Are you ready to give honest, constructive feedback to staff members?

Are you dedicated, dependable, trustworthy, ethical, and loyal to your company and employees?

How did you feel after answering these questions?

Being accountable for yourself and others is not something to take lightly. There are times when mistakes happen, and you have to accept the consequences of those mistakes and not blame everyone else around you but take responsibility even when one of your staff members did it. Then, learn from it and move on; believe me, Patti, know this is hard.

We tend to overthink it and beat ourselves up when mistakes happen, but reflecting on what happened as a lesson learned helps ease the process and strengthens relationships with yourself and others.

Leadership is an ongoing process of sometimes making mistakes and learning from those mistakes, and choosing not to make them again.

Reflect back on your working experience with your previous bosses.

What did you like about their leadership style?

What did you not like?

What makes a good leader?

How does a good leader create leaders in others?

 To work with Angela– https://dancewithangelahealing.as.me/discovermore

To work with Patti  https://www.schedulicity.com/scheduling/CFIDFQF/services

To learn more or purchase the Building Better Relationships Journal and Meditation

go to https://bit.ly/BBRJournal

Incredible Work-Life Balance Hacks for Busy Leaders.  https://coachingforinspirationwithpatti.com/on-line-courses-by-coaching-for-inspiration-with-patti/

#relationships #relationshippodcast #anchorpodcast #relationshipcoaching #leadership #leadershipintheworkplace #thanks #podcast #Lifecoaching #BuildingBetterRelationships

Posted in Blog

Exploring Building Self-Confidence in a Work Environment that Tears You Down From Chaos to Calm

Click to listen to Episode 8 – Exploring Building Self-Confidence in a Work Environment that Tears You Down From Chaos to Calm.

Hi, Managers and Supervisors. How’s it going?

In this podcast, I talk about the real things that most people are afraid to talk about as a manager and supervisor.

Why is that? Fear. 

If not discussed, how will change happen?

As good managers and supervisors, our job is to lift employees’ to their highest potential, encourage them, build their self-confidence and help them succeed in what they do at work. 

What if the work culture doesn’t support this type of leadership philosophy?

Do it anyway. You and your employees need and want to be encouraged to flourish.  

But who inspires and uplifts the manager and supervisor?

(Yourself) and sometimes your staff will inspire you on difficult days.  

The area you manage will prosper compared to the work culture that tears others down around you.

How do you build self-confidence when others tear you down in the workplace?

  • Recite Affirmations throughout the day.
  • Take a break and get away from the office for a few minutes.
  • Take a walk to clear your mind.
  • Listen to some calming music.

Remember that people unhappy with themselves will tear down others, thinking they look good. But, instead, they don’t look good at all. When someone is verbally mean to you, step back and remember this. What is driving them to act unkind or controlling? 

Some people think that tearing down others makes them look better than others. But unfortunately, they are too busy clawing their way to the top to care about how they make others feel.

Say your boss gives you a project, and they take it back because you aren’t doing it the way they would. Again, it is their control issues that are surfacing. I understand this can hurt, primarily if you work very hard on the project. Reflect on what you can do in the future, so this doesn’t happen again? Ask questions on their thought process of what they want from this project. Occasionally update them on the project and how it is going. If you are silent and not updating, they may assume you are not as far ahead as you are. 

You are in a management meeting and asked for your opinion. A coworker disagrees with you wanting to show they are better than you to your boss while trying to provoke you to get upset react unprofessionally towards them. Before responding, reflect on this person who wants you to respond unfavorably. Breathe. If a response is expected, calmly say why this is your opinion and why it will work without lashing out at the coworker.

Make a difference in your workplace by being compassionate, empathic, a good mentor, honest, straightforward, and kind. The workplace needs more of this kind of leadership than destroying each other’s self-confidence and reputation; creating a cohesive workplace and lifting people will help change the workplace from chaos to calm.  

Today’s podcast Affirmation

I am confident! 

Did you find this helpful? If so, please share this podcast with others! 

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management 

Posted in Blog

Exploring The Feeling of Being Unheard and Underappreciated at Work From Chaos to Calm

Click to listen to podcast Episode 7 – The Feeling of Being Unheard and Underappreciated at Work.

Hi, Managers and Supervisors. How’s it going?

In this podcast episode, we will explore the feeling of being unheard and underappreciated at work?

This topic is for anyone who feels that they are not recognized or appreciated. As a manager and supervisor, this is a daily occurrence stuck in the middle between top management and employees and getting crap from both sides. So every day, you push down resentment, disappointment, words, anger, and chaos within yourself and others. 

One of these days, it will bubble over, and the dragon will explode with harsh words and actions.

You are to pretend everything is great when you don’t believe it yourself in the decisions made from above, but you have to enforce and ensure it is completed and done that way. You have to convince employees to change how they do things when they disagree and don’t want to.  

When you speak up with your concerns, you are ignored and labeled as trouble-makers or uncooperative. The yes people promote and get recognition for your work. You are the doer and get things done but not acknowledged for all your accomplishments.

Your boss has promised you a promotion numerous times, but it doesn’t happen, and eventually, a yes person gets the position and over you. 

How heartbreaking is that?

You’re so good at your job your boss doesn’t want you to move up they keep you stuck in a dead-end job or career.

Being ethical may get you passed over for a promotion. 

Why is that? 

Do employers want honorable people or not? 

Isn’t it better to be an honest person than not? 

I’m lost for words because this is really happening, people. 

Keeping your mouth shut is expected, and nodding your head in agreement is the norm instead of working together to make things better and sharing ideas and processes to streamline.  

Keeping mouths shut and agreeing is causing chaos, resentment, overload, anxiety, and burnout in the workplace because things aren’t getting done correctly and efficiently.  

How can this change?

How many of you out there has a boss you can sit down with and say; this isn’t working; the staff is frustrated and on overload? If you do. Show some appreciation to them every once in a while. They need encouragement to keep pushing on with a thankless job. These people want to make a difference and want to do what is right, and they do open their mouths and disagree at times, even when rejected and not appreciated.

When people feel appreciated, heard, and can express their ideas, they might go the extra mile to speak up and change the environment from chaos to calm.

Today’s podcast Affirmation

I am heard and appreciated! 

Did you find this helpful? If so, please share this podcast with others! 

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast #management 

Posted in Blog

Exploring The Power of Pausing, Reflecting Before Responding from Chaos to Calm

Click here to listen to Episode 6 – The Power of Pausing, Reflecting Before Responding from Chaos to Calm

Hi, Managers and Supervisors. How’s it going?

In this podcast episode, I will be discussing the technique of pausing before reacting or responding as a Manager or Supervisor.

Have you ever responded from a knee-jerk reaction and wished you hadn’t?

Have you considered stopping, pausing, and reflecting before reacting as a manager and supervisor when in the middle of chaos?

I know this can be difficult at times, especially when in the middle of a crisis. However, in leadership, we’re geared to resolve the problem as quickly as possible.

When taking a pause and time to reflect, we won’t jump immediately to the wrong conclusion or react unfavorably or lash out.

Many times in my career, I didn’t pause and reflect before responding, and I regretted it because it went from calm to chaos by my knee-jerk reaction.

Have you done that as well?

Think about all the times you reacted harshly or over the top.

How did that work for you?

Probably not good for you looking like an ass or for the person or people around you.

Do you wish you could go back in time and change your response?

Using the pause, reflecting before responding can help you not regret your reaction if used at that moment.

When at work and someone is rude to you and disagrees. Pause for three to five seconds before responding. Pausing will allow you time to reframe your response or decide not to react and change the situation from the emotions of chaos to calm.

Have you ever received an email at work that put you into a rage?

Pause, Reflect and Don’t send the email response right away. You may regret it and could damage your career or reputation!

I think everyone has sent an email they regretted sending or replying some time or another.

What if you do receive a nasty passive/aggressive email?

Before responding to the email:

  • Write out your reply.
  • Please don’t send it and walk away. If possible, sleep on it.
  • Rewrite the email response when you have calmed down.
  • Have someone else read it to help tone down the language before hitting the send button.

Here’s A Quote To Remember: “Anger doesn’t solve anything. It builds nothing, but it can destroy everything”. – author unknown

Don’t get me wrong, as a manager or supervisor. You have to be direct with employees to inspire them to improve their work performance. We can’t ignore the situation and let it continue.

  • Have a plan on how to address it.
  • Write it out and practice what and how to say it.

There are also times when you need to respond immediately and make a quick decision. When possible, take the opportunity to pause and reflect.

What is happening around you?

It may change your approach and captivate a great solution.

How can you practice pausing and reflecting into your leadership routine and have it become a habit?

Here are some Self Reflection Questions to Ponder or Journal about:

What are your thoughts about pausing and reflecting?

How will you incorporate it into your leadership style?

Today’s podcast Affirmation ~ I pause and reflect before responding!

Did you find this helpful? If so, please share this podcast with others!

Until next we meet again! ~ Patti

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#managers #supervisors #leadership #leadershipdevelopment #anchorpodcast #managementpodcast #leadershippodcast

Posted in Blog, Exploring Life and Work with Patti Podcast, Leadership Inspiration, Podcasts

Exploring The Management Philosophy – You’ve Got A Pulse, You’ve Got A Job From Chaos to Calm

The Management Philosophy – You’ve Got A Pulse – You Got The Job! Not A Good Leadership Practice.

To listen to the podcast episode click here.

Hi, Managers and Supervisors. How’s it going?

In this podcast episode, I will be discussing hiring staff and why it is not a good idea to hire someone with the Management Philosophy – If You’ve Got A Pulse – You’ve Got The Job!

I was at an appointment almost a year ago, and the doctor told me that they were desperate to hire someone quickly. She said if they got a pulse, they got the job. We both laughed. She said we need another body in here as soon as possible. I responded, Sometimes, that doesn’t always work out because they may not be the right fit or have a good work ethic. The funny thing is my husband was talking to me a couple of months before that and suggested that I should write a blog post for “You’ve Got A Pulse, You Got the Job!” 

I guess God and the universe were telling me it was time to discuss this topic. So I did write a blog post about this topic back then, and I wanted to share it on the podcast because, as a manager or supervisor, I feel this is not a good leadership practice.

Filling a chair or position to have a body in it is not a very good idea. When hiring managers don’t spend the time to make sure the candidate is someone qualified and will connect well with staff and customers in the long run, it will cause more anguish for everyone involved.  Why is that? 

One person’s bad attitude, incompetency, or lack of motivation can destroy the work environment. 

Yes, I understand that some companies are understaffed and need people immediately because of high turnover, high caseload, or staffing ratio to the patients, or security and safety reasons and with the Great Resignation happening. However, look at the time and expense of training someone; you will eventually have to let go, or worse, keep someone that is incompetent or a kick-starter to the other employees and customers and causes complete chaos in the workplace.

Lowering the hiring standards is not the answer!

Take some time in the hiring process to get to know the candidate. Then, review the resume and job application. 

Does this person change jobs every few months? If so, why? Are they promoting or some other reason listed? If not listed, ask the candidate. 

What kind of positions have they done in the past? Is it equal to the job qualifications? 

Have specific questions about the job in the interview for the candidate to answer. Were the answers clear and concise, and right?

After the interview, call the candidate’s references. Have specific questions about attendance, team player, customer service, and work performance.

If references check out with positive recommendations to the questions answered, ask the candidate to come back and meet your staff if this is allowable in your company. 

Have the candidate engage with the team and see what the job duties entail. 

Remember, the employees have a vested interest because they have to work with this person. If you have an open, honest relationship with your employees, they will give you their opinion. Ultimately you have the final answer on who to hire and who not to hire.

Spending a little time checking out the candidate may save you, your staff, and customers frustration and protect the company’s bottom-line on training and hiring the wrong person.

Here are some Self Reflection Questions to Ponder or Journal about:

What have been my hiring experiences in the past?  

What worked well and what didn’t?

What suggestions from this podcast will I incorporate into my hiring process?

Today’s podcast Affirmation

I make good hiring decisions!

Did you find this helpful?  If so, please share this podcast with others! 

Until next we meet again!

Coffee with Patti – is a beautiful way to express your appreciation and support.

If you would like to work with me for coaching services, click the “Schedule Now” button below.

#podcast #careercoaching #leadership #leadershipcoaching #hiringprocess