Saturday, May 31, 2008
Employment lawsuits exploding
With increasing employment regulations, the lawsuit industry is exploding. Who can blame an employer for being afraid to hire, and even more afraid to fire?
Interested in solutions to recurring employee frustrations that keep you awake at night? Please allow us to offer you a complimentary subscription to our e-newsletter, Impact Today. It is loaded with helpful ideas and solutions to those recurring employee frustrations that can keep you awake at night.
Proven methods to effectively:
Interested in solutions to recurring employee frustrations that keep you awake at night? Please allow us to offer you a complimentary subscription to our e-newsletter, Impact Today. It is loaded with helpful ideas and solutions to those recurring employee frustrations that can keep you awake at night.
Proven methods to effectively:
- Reduce employee turnover
- Increase sales
- Enhance customer satisfaction
- Reduce employee theft and fraud
- Improve employee morale
- 1 out of 3 businesses will be sued over an employment issue
- 2 out of 3 new hires will prove to be mistakes within the 1st year
- 2 out of 3 employees would rather work somewhere else
- 9 out of 10 employees will “exaggerate” during an interview
- 9 out of 10 thefts are committed by employees
To register for your complimentary weekly e-newsletter, click here.
Labels: Assessments
Customer disservice
Here is a cute "what not to do" customer service experience. Could any of the instances on the video apply at your workplace?
Labels: Customer_Service, Video
Friday, May 30, 2008
Lack of leadership plagues political parties
Here is a question for you: if the leadership in our political parties has failed, how can we ever have leadership in Washington?
As I have earlier written, the handling of Florida and Michigan during the primary season has raised serious leadership issues by candidates, party leaders in Washington, and party leaders at the state level. Much of it boils down to two key leadership issues – decision making and consistency.
Here are the four specific areas where leadership is lacking:
Click here to go to the full article.
As I have earlier written, the handling of Florida and Michigan during the primary season has raised serious leadership issues by candidates, party leaders in Washington, and party leaders at the state level. Much of it boils down to two key leadership issues – decision making and consistency.
Here are the four specific areas where leadership is lacking:
Click here to go to the full article.
Labels: Leadership
Offset costs by abusing customers?
The title of this article may not seem like a sane business strategy, but it is one being used by the airline industry. With rapidly and dramatically rising fuel prices, the airline industry is cutting back wherever possible -- including those areas that cost them nothing!Customer service is a no-cost aspect of the airline industry. Flight attendants are required to be on board to ensure passenger safety, pilots have an obvious need, and ticket and gate agents play an important role in making sure potential troublesome passengers are identified.
All these individuals are able to make passengers feel more welcome by adopting a caring, empathetic attitude. It costs the airlines nothing for these transportation professionals handling themselves with friendliness.
Having logged over a million miles on the airlines, I was late many times. However having a honest gate agent explain a delay or smiling flight attendant turning on the hospitality made the delays better.
Lost luggage? Been there! In Newark the coldness of the clerk did nothing to set me at ease – but the soft explanations and firm commitment to get the luggage returned as quickly as possible made the Orlando experience much easier to deal with.
Developing a strategy to be the supplier of choice has never been a losing strategy. In fact, it is a key to success driven by a superior customer service mindset.
Labels: Customer_Service, Strategy
Thursday, May 29, 2008
Teamwork falling victim to generational conflict
Teamwork in multi-generational workplaces is suffering from a lack of understanding how to communicate inter-generationally. According to Randstad, 66% of Traditionalists and 51% of Baby Boomers have little or no interaction with Gen X or Gen Y.The Baby Boomers categorize younger workers as having less competence and work ethic while the Gen X and Yers feel the older folks are too set in their ways and cannot think outside of the box.
Companies not responding to this lack of communication risk a brain-drain as Baby Boomers head onto the retirement roles.
Many programs are successful at bridging the gap. One such program is Managing Builders, Boomers, Xs, and Ys without losing your Zs. It helps each generation understand how their culture was formed and how other generations view them. Mentoring programs are also generally successful when the mentor presents him or herself as an equal to the protégé, not a superior.
Employers believing the brain drain will not occur need only look to the struggle to get skilled workers as an example of what happens when tomorrow’s employees are not cultivated today.
Labels: Generation, Mentor, Survey
Wednesday, May 28, 2008
Summer vacation becoming thing of past
Summer vacations are becoming a thing of the past as this year, for the first time, more people will be staying home than traveling, according to a survey prepared by Yahoo and Hot Jobs.Fifty-one percent will not be traveling, up from 45% last year. Higher fuel prices, the economic downturn, and worries about future lay-offs and unemployment were main considerations.
Tuesday, May 27, 2008
Change mind, get suspended
The importance of decision making became very clear to a referee in the Vietnamese soccer league. He was suspended for changing his mind after awarding a goal.The league issued the suspension feeling the referee had given in to pressure from the opposing players, although the referee insists the defending team, which had stormed the field in protest, had nothing to do with his thinking.
The other referees in the game were also suspended because none of them reported the incident to the league.
Life Lesson #1: Trust your first instinct until real facts, not emotion, shows a need to change.
Life Lesson #2: When the person you work for makes a big mistake, you may suffer consequences.
Labels: Anecdote, Decision_Making
Monday, May 26, 2008
The hard to hold kangaroo
The zookeepers seemed helpless as each day as they entered the zoo to find the kangaroo had once again escaped his enclosure. Despite the zoo’s tight budget, they decided they need to make the enclosure’s fence taller, extending it to ten feet tall.Certain this had solved the problem, they were shocked the next day to find the kangaroo hopping down one of the zoo’s walkways.
“Let’s double the fence,” they said, adding another ten feet to the fence.
Yet sure enough, the kangaroo was waiting for them near the front gate when the zookeepers reported for work.
They returned the kangaroo to his home and began discussing how much higher to make the fence. The kangaroo thought to himself how silly they were. After all, the kangaroo knew all they needed to do was lock the enclosure’s door at night.
Life Lesson: Sometimes we decide on a solution without understanding the problem.
Labels: Anecdote, Problem_Solving
Sunday, May 25, 2008
Parrot saved through knowledge
The importance of learning is well illustrated by a recent documented event in Nagareyama, Japan. As reported by the Associated Press, Yosuke flew out of his cage only to be captured by the local police. The next morning the obviously valuable African Grey Parrot was taken from the police station, where he had been silent, to a local veterinary hospital. It was that the parrot gave one of the vets a name and full street address. The hospital checked it out and sure enough, the address and name matched what the bird had said – and they were missing their parrot.All were reconnected and the Nakamura family is grateful for the two years they spent teaching Yosuke.
Life Lesson: Training pays off in unexpected ways.
Labels: Anecdote
Saturday, May 24, 2008
Gandhi’s shoe
Indian statesman and spiritual leader Mahatma Gandhi is noted for his humanity and selflessness. One day he was boarding a train with a number of companions and followers when his shoe suddenly fell off, cascading the train and platform.Determining it could not be retrieved he took off the other shoe and threw it in the gap between train and platform. His companions were dumbfounded by this action.
Sensing their puzzlement Gandhi explained that whoever finds a single shoe finds nothing of value.
However the person finding a pair finds something worthwhile.
Life Lesson: Turn your misfortune into another’s blessing.
Labels: Anecdote, Leadership
Friday, May 23, 2008
Just blame the HR Manager
It's easy to blame the HR Manager.Ever feel like the corporate scapegoat?
Only HR and Management people understand the challenges that go along with your job.
Interested in solutions to recurring employee frustrations that keep you awake at night? Please allow us to offer you a complimentary subscription to our e-newsletter, Impact Today. It is loaded with helpful ideas and solutions to those recurring employee frustrations that can keep you awake at night.
Proven methods to effectively:
- Reduce employee turnover
- Increase sales
- Enhance customer satisfaction
- Reduce employee theft and fraud
- Improve employee morale
Defy Bureau of Labor statistics:
- 1 out of 3 businesses will be sued over an employment issue
- 2 out of 3 new hires will prove to be mistakes within the 1st year
- 2 out of 3 employees would rather work somewhere else
- 9 out of 10 employees will “exaggerate” during an interview
- 9 out of 10 thefts are committed by employees
To register for your complimentary weekly e-newsletter, click here.
Labels: Assessments, Hiring
Thursday, May 22, 2008
Few in GenY participate in saving’s plans
Yet another survey has been conducted to determine Generation Y’s participation in retirement plans. Mintel’s survey discovered that 69% of the generation is taking a pass on tax-deferred 401(k) retirement savings plans across the United States.By understanding how generations develop their traits is easy to determine why Generation Y lacks the desire to participate in these plans. Simply put, they have seen their Baby Boomer grandparents lose tremendous sums of money in corporate sponsored plans. There are also concerned with continual dialogue about the solvency of Social Security.
Members of the generation seek to control their savings by handling their own investments and are willing to give up any corporate matching funds.
Consequently, 401(k) retirement savings plans do not provide an incentive in recruiting and retaining members of Generation Y.
Labels: Benefits, Generation, Survey
Wednesday, May 21, 2008
Generation X at work
Are you having difficulty understanding Generation X or “Nexters” in the workplace? Listen to this short video providing insight through generational interviews.
Labels: Generation, Video
Tuesday, May 20, 2008
Music lowers blood pressure
Stressed out? Cannot Cope? Music is your answer.In a survey reported at the American Society of Hypertension meeting in New Orleans last week it was revealed that thirty minutes of music each day significantly lowered their blood pressure.
What kind of music? According to the research, Classical, Celtic, or Indian (raga) music produced fairly equal results.
Monday, May 19, 2008
Lip prints for a kiss-up
Nancy had worked very hard throughout her career. Whenever there was an opportunity to with those ranked higher than her, she took it. She signed up for teams and committees whenever she knew the group had someone that had input in who would be promoted. She maintained a pleasant attitude throughout the day, but really turned it on when a supervisor was nearby. It was her belief that by maximizing her productivity and visibility she would be in line for the next higher job.Her peers did not see it the same way, accusing her of being a kiss-up. Things really got out of hand when she got her last promotion.
To show their opinion that Nancy was a kiss-up they began to kiss the mirror in the ladies’ room, leaving lip prints for all to see.
One day another high-ranking female in the company visited Nancy’s department when nature called. Upon returning to Nancy’s office she asked Nancy why all the lip prints were on the mirrors.
Nancy could take no more.
She called all the women into the ladies’ room for a meeting to stop the lip prints once and for all.
To read what she did, click here.
Life Lesson: Problem solving takes creativity.
Labels: Anecdote, Leadership, Problem_Solving
Sunday, May 18, 2008
Customer disservice
Here is a cute "what not to do" customer service experience. Could any of the instances on the video apply at your workplace?
Labels: Customer_Service, Video
Saturday, May 17, 2008
The hearing aide
This story has been told many times before. Listen to again thinking about non-verbal communication skills.
Doris was very self-conscious about her looks as she was getting older. Tired of struggling to hear what others were saying, she was glad when her doctor helped her get one of those tiny new hearing aids that would easily be covered by her hair.
The next time she was at her doctor’s office she was asked how she liked the audio illuminator.
“It's wonderful! I can hear everything now,” she happily reported.
“Is your family pleased too?” asked the doctor.
“Oh I haven't told them yet,” said Doris, "and I've already changed my will twice!”
If only her family understood non-verbal communication skills. They could have figured out Doris’ restored hearing.
Life Lesson: Always have a tactical advantage.
Doris was very self-conscious about her looks as she was getting older. Tired of struggling to hear what others were saying, she was glad when her doctor helped her get one of those tiny new hearing aids that would easily be covered by her hair.
The next time she was at her doctor’s office she was asked how she liked the audio illuminator.
“It's wonderful! I can hear everything now,” she happily reported.
“Is your family pleased too?” asked the doctor.
“Oh I haven't told them yet,” said Doris, "and I've already changed my will twice!”
If only her family understood non-verbal communication skills. They could have figured out Doris’ restored hearing.
Life Lesson: Always have a tactical advantage.
Friday, May 16, 2008
The value of a compliment
I typically write this blog in the morning following a bowl of Kashi cereal and a review of the overnight email. Mixed in with the dead relatives and business partners, today I netted a quarter of a billion in foreign funds from people I don’t know. Have you ever wondered why they leave the money in US dollars instead of the local funds?At any rate, within the messages was a note from Kay McFarland at the Troy Public Library. I did a couple of entrepreneurial and strategy programs at the library which prompted Kay to correspond.
“You have a disarming way of putting people at ease to encourage them to participate in the discussion”, she said. “I saw real ‘networking’ and camaraderie result in both of your presentations.”
Wow, how encouraging it is to hear such compliments. It is very motivating and inspirational to know that your work is appreciated and making a difference.
Let me encourage you to go to your employees, co-workers, and business acquaintances and give them a compliment today.
Labels: Motivation, Testimonial
Thursday, May 15, 2008
Top concerns of leaders
Handling poor performance is the top issue facing today’s leaders, according to a survey released by Novations Group in Boston. Their survey polled more than 2,500 American and Canadian senior HR and training executives. Respondents were asked to identify items from a list, selecting all items that applied.Here are the top answers:
72% Coaching a performance problem
69% Communicating performance standards
68% Coaching a development opportunity
67% Conducting a performance appraisal
66% Handling conflict situations
59% Communicating vision and strategy
58% Selecting the right employee
55% Diversity & Inclusion
49% Gaining commitment to goals
49% Managing priorities
45% Change management
44% Acting on feedback
Labels: Leadership, Survey
Wednesday, May 14, 2008
Word of Mouth advertising flourishes on Internet
Word-of-mouth advertising is flourishing in a new home - cyberspace. According to a study by the Society for New Communications Research 74% of respondents make purchasing decisions based on customer service comments placed by customers.Business ratings are available in many cyber locations, including ebay, You Tube, Facebook, and Twitter.
The survey is heavily swayed toward frequent Internet users, favoring techno-savvy Gen X, Gen Y, and Millennial shoppers. If this is your target demographic, you need to understand how they work and have a strategy to steer satisfied customers to the sites.
Request our complimentary article about the need for culturally-based customer service by clicking here.
Labels: Customer_Service, Generation
Tuesday, May 13, 2008
Duke Ellington, musician and leader
Many people know Duke Ellington as a masterful musician. Perhaps you were unaware, as I was, of the great leadership skills he processed. This video is longer than what we normally post, however it is definitely time well spent. So please enjoy and learn the leadership style of Duke Ellington.
Labels: Leadership, Video
Monday, May 12, 2008
The Clever Chihuahua
The family’s pet Chihuahua wandered from the camp site one night while on safari. Scared and hungry after his night in the wild, the Chihuahua found some fresh bones under a bush. Quickly he began to devour them, satisfying his hunger. As his little belly became full, he noticed a lion out of the corner of his eye.
Knowing he was in deep trouble, the little dog exclaimed loudly, “Wow! That was a delicious leopard. I wish I had another to eat.”
Overhearing the Chihuahua, the lion stopped his prowl and ran in the other direction. After running for ten minutes, the leopard took a rest. He thought, “That was a close call! That vicious dog almost got me.”
A monkey was in the nearby trees watching everything. He quickly thought of a way to form an alliance to protect him from future danger.
Carefully, the monkey approached the lion. Staying safely in the trees he called to the lion, explaining the entire prank.
The monkey did not know the Chihuahua had seen him venture off to the lion nor did he know the dog had listened to his conversation with the king of the jungle.
The lion was enraged when he heard the truth and set off to locate the little canine. But the sly pooch had another trick ready. When the lion approached he turned his back and pretended to be hunting.
As the lion started to pounce . . .
What did the little Chihuahua do? Click here.
Knowing he was in deep trouble, the little dog exclaimed loudly, “Wow! That was a delicious leopard. I wish I had another to eat.”
Overhearing the Chihuahua, the lion stopped his prowl and ran in the other direction. After running for ten minutes, the leopard took a rest. He thought, “That was a close call! That vicious dog almost got me.”
A monkey was in the nearby trees watching everything. He quickly thought of a way to form an alliance to protect him from future danger.
Carefully, the monkey approached the lion. Staying safely in the trees he called to the lion, explaining the entire prank.
The monkey did not know the Chihuahua had seen him venture off to the lion nor did he know the dog had listened to his conversation with the king of the jungle.
The lion was enraged when he heard the truth and set off to locate the little canine. But the sly pooch had another trick ready. When the lion approached he turned his back and pretended to be hunting.
As the lion started to pounce . . .
What did the little Chihuahua do? Click here.
Labels: Anecdote, Creativity
Sunday, May 11, 2008
The One-Minute Entrepreneur
Ken Blanchard, author of The One-Minute Manager, has set his sights on the growing entrepreneurial spirit. He has captured the essence of becoming a successful entrepreneur in this book, The One-Minute Entrepreneur, which is our recommended reading for the week.Baby Boomers are realizing the advantages of entrepreneurialism as an alternative to the limited post-50-year-old job market. Generation Y sees entrepreneurialism as a form of supplementing their finances in the hopes of gaining more independence on one hand and having less paycheck reliance on the other.
Labels: Books, Entrepreneur
Redirection results in triple digit ROI
This is the story of the Chief Financial Officer of a farming co-op. From a spreadsheet point of view she was outstanding.She understood future forecasting, money at present and future value, and fiduciary responsibilities.
For the most part she was excellent at her job. Yet there was one little thing that aggravated her boss -- she gave away a lot of money.
To continue reading this case study, click here.
Labels: Assessments, Case_Study
Saturday, May 10, 2008
Cutting the heads off fish
Despite the rather gruesome title, this is a delightful little story of a young girl with an inquisitive mind. One day she was watching her mother make dinner. The main course was going to be baked fish. She observed her mother unwrap the fish and promptly cut off the head and tail before placing the balance of the fish in the baking pan. Inquisitive, as many young children are, she asked her mother why she had done so.Her mother thought for a while before saying, “I've always done it that way - that's how grandma baked fish.”
The answer bothered the girl, but she did not explore further until the next time she was at her grandma’s house.
“Do you cut the head and tail off a fish before baking it?” she asked.
“Yes,” said her grandmother.
“Why?”
To get the real reason the heads were cut off the fish, click here.
Labels: Anecdote, Time_management
Friday, May 9, 2008
Humor in the workplace
Studies show that humor in the workplace is valuable at increasing productivity, camaraderie, and morale. If true, imagine how productive the office of London’s Islington Council Housing Department. They have received the following tenant complaints:- "I want some repairs done to my cooker as it has backfired and burnt my knob off."
- "I wish to complain that my father hurt his ankle very badly when he put his foot in the hole in his back passage."
- "Their 18 year old son is continuously banging his balls against my fence."
- "I wish to report that tiles are missing from the roof of the outside toilet and I think it was bad wind the other night that blew them off."
- "The lavatory seat is cracked, where do I stand?"
For the full list, click here.
Labels: Humor
Thursday, May 8, 2008
The hunters
When it comes to sales figures, profit margins, turnover, or any other business barometer, do not be complacent about being average. Although average is better than below average, it is not success – as these hunters prove:Three statisticians were hunting in the woods. One of them pointed to a plump pheasant in a tree. All three aimed their rifles. The first fired, missing the bird by a couple of inches to the left. Immediately the second fired, missing a couple of inches to the right. The third immediately put down his gun exclaiming, “Great shooting, on average I reckon we got it.”
Life Lesson: Average doesn’t put dinner on the table.
Labels: Anecdote, Problem_Solving
Wednesday, May 7, 2008
Turning up the heat just 1 degree
Have you ever thought about the difference one degree makes? It is not just turning up the heat, it is striving for just a little extra. Do not underestimate the important of a little extra effort. This video will prove the point.
Tuesday, May 6, 2008
Top 4 reasons for resignations
Right Management of Philadelphia has identified the top four reasons employees are resigning to go to another employer. Findings are consistent with earlier studies dating back to the 1940s wherein one’s connection to their employer is the overriding factor in changing jobs.In an effort to keep from burning bridges, departing employees often cite opportunity or money as the reason for exiting. Yet surveys from third parties reveal the truth that neither money nor opportunity is important job change criteria.
Here are the top four reasons:
- No new challenges or opportunity for advancement
- Ineffective leadership
- Poor relationship with their manager
- Contributions not valued
Labels: Hiring, Leadership, Survey
Monday, May 5, 2008
Communicating with Generation X
Generational issues continue to distract managers from core competencies. However a survey from Robert Half International is providing some excellent connection tips when working with Xers.According to generation members involved in the survey the key is to have frequent contact. Sixty percent want to hear from their boss daily while 35% want contact several times a day.
They believe that through constant contact they are able to better understand roles and expectations thereby miscommunication is less likely.
Labels: Communication, Generation, Survey
Sunday, May 4, 2008
People want free time
If you are still in the group thinking money is the most important motivator for employees consider yet another survey that contradicts the common money myth.Pew Research asked 2,413 people to rank seven priority statements addressing topics such as free time, volunteering, religious work, and marriage. Only 13% said being wealthy was very important to them while 70% said having enough free time to do things they wanted to do was important.
It is important to note that low income respondents were more likely to place importance on wealth than those with income over $100K. Perhaps the emphasis on wealth seems attractive until we realize the impact of the sacrifice of free time in gaining the wealth.
Labels: Motivation, Survey
Saturday, May 3, 2008
Selling vacuums can be dirty work
Nancy opened the door to find the smiling face of a well-polished salesperson. “Good afternoon,” he said, “May I have a moment of your time to demonstrate the newest technology in vacuum cleaners?”“I haven’t got any money,” she said as she started to close the door.
But the salesperson had moved his foot into the door well, preventing its closure. “But Madame, you at least owe it to yourself to see the demonstration.” No quicker were the words out of his mouth than he was emptying a bag of dirt onto the carpet.
Although she looked panicked he reassured her, “if this does not pick up all the dirt I will personally eat it.”
Without missing a beat she replied, “Well I hope you have a good appetite because they turned off my electricity this morning.”
It is important for salespeople to take the time to establish rapport before starting and sales presentation. Had this salesperson been listening when she said she had no money he would not have had to eat dirt later.
Life Lesson: Salespeople need to build relationships.
Top business challenge: multi-generation workgroups
A recent benchmarking study found that managing a multi-generational workforce is the top concern facing businesses today. An overwhelming 80% of companies identified this as a major challenge, although only 33% offer training to bridge to equip managers and employees to understand how to work through this challenge.There are currently four generations in the workplace and each has their own career outlook, motivational factors, communication style, view of authority, cognitive style, and requirements for giving respect to supervisors.
This is substantiated by Max Impact and MBC Global where multigenerational training is a popular training request. Managing Builders, Boomer, Xs and Ys without losing your Zs was developed by Max Impact and is also used by MBC Global to teach employees at all levels how to work together in a multigenerational environment. Managers are also taught how to turn all four generations into long-term, productive, and respectful assets to their employer.
Labels: Generation, Leadership, Survey
Friday, May 2, 2008
Work conditions trump money for lowering morale
One of the biggest myths managers cling to is that money is the main motivator for employees. Actually it is far down the list. This has been verified by countless surveys taking many different approaches to the question. The most recent survey disputing this myth was taken by Sam Houston State University for the Texas State Teacher’s Association.As reported by The Associated Press, more than 44% of Texas teachers are considering changing careers. Of those contemplating leaving, 42% cited poor working conditions while less than 20% said it was because of pay. Considering that 25% of Texas teachers, who earn an average of $47,545 annually, have a second job to supplement their income.
Typically when a survey is taken in one employment sector concerning money, it is applicable to other sectors as well, so all should take note of these results.
Labels: Motivation, Rewards, Survey
Thursday, May 1, 2008
The aquarium fire
The following report was turned in by investigators following a house fire in Rochester, Michigan.The fire began when an air pump for an aquarium short circuited at the outlet, generating sparks that ignited items stored under the aquarium directly in front of the electrical outlet. As the papers burned, they heated the water in the aquarium causing the water to heat to a temperature sufficient enough to cause the glass sides of the aquarium to break as the seals popped. The water, rushing out of the ruptured aquarium, extinguished the fire preventing any significant damage to the house. All the fish died.
Life Lesson: Sometimes you just get lucky.
Labels: Anecdote
Cloning top recruiters
Squandering leads is detrimental for any sales organization. But how embarrassing could it be to a staffing agency to have lack-luster salespeople. After all, if they cannot hire great people for their own company, how could they find the best people for others?One staffing agency found a way to duplicate their best salespeople. Click here to read the case study.
Labels: Assessments, Case_Study, Sales
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