Posted by: arlene on Monday, 29th Sep, 2008
How much of you can be changed?
If you hate meeting new people, can you learn to love the icebreaking with strangers? If you shy away from confrontation, can you be made to revel in the cut and thrust of debate? If the bright lights make you sweat, can you be taught to thrill to the challenge of public speaking? Can you carve new talents?
Many managers and many companies assume that the answer to all these questions is “Yes.” With the best of intentions they tell their employees that everyone has the same potential. ..more
Posted by: arlene on Sunday, 21st Sep, 2008
If you want to be sure that you have started with the right three talents, study your best in the role. This may sound obvious, but beware: conventional wisdom would advise the opposite.
Conventional wisdom asserts that good is the opposite of bad, that if you want to understand excellence, you should investigate failure and then invert it. In society at large, we define good health as the absence of disease. In the classroom, we talk to kids on drugs to learn how to keep kids off drugs and delve into the details of truancy to learn how to keep more kids in school. ..more
Posted by: arlene on Tuesday, 9th Sep, 2008
Level 3: At this level customers expect partnership. They want you to listen to them, to be responsive to them, to make them feel they are on the same side of the fence as you.
Service businesses have long realized the importance of this partnership expectation. That’s why Wal-Mart positions hearty senior citizens at their front door to smile a welcome and remember names. That’s why all airlines create loyalty clubs offering special treatment to frequent fliers. And that’s presumably why video stores offer a “staff picks” section: “We’re like you. We watch videos, too.” ..more
Posted by: arlene on Monday, 1st Sep, 2008
Although great managers are committed to the concept of “fairness,” they define it rather differently from most people. In their mind “fairness” does not mean treating everyone the same. They would, say that the only way to treat someone fairly is to treat them as they deserve to be treated, bearing in mind what they have accomplished. Jimmy Johnson, the coach who led the Dallas Cowboys to two Super Bowl rings and who now manages the Miami Dolphins, captures their atti_ tude toward “fairness.” He made this point in a speech to the Miami players immediately after taking the reins from Don Shula: ..more
Posted by: arlene on Monday, 1st Sep, 2008
There’s a great deal you can learn from spending time with your strugglers. You can learn why certain systems are hard to operate. You can learn why initiatives are poorly designed. You can learn why clients become unhappy. And over time, you can become, as some managers are, highly articulate in describing the anatomy of failure and its various cures.
Ironically, none of this is going to help you understand what excellence looks like. You cannot learn very much about excellence from studying failure. Of all the infinite number of ways to perform a certain task, most of them are wrong. There are only a few right ways. Unfortunately you don’t come any closer to identifying those right ways by eliminating the wrong ways. Excellence is not the opposite of failure. It is just different. It has its own configuration, which sometimes includes behaviors that look surprisingly similar to the behaviors of your strugglers. ..more
Posted by: arlene on Monday, 1st Sep, 2008
The language of “average” is pervasive. Reservation centers calculate the “average” number of calls a customer service representative can handle in an hour. Restaurant chains project staffing needs by estimating how many servers are needed to staff the “average” restaurant. In sales organizations, territories are divided up based on how many prospects the “average” salesperson can handle. “Average” is everywhere. ..more
Posted by: arlene on Friday, 22nd Aug, 2008
Sixty-two percent of U.S. households purchased candles in 2003, down slightly from the 65 percent who purchased in 2001. That makes candles the second most widely purchased home product category, after stationery and greeting cards. With nearly two-thirds of American households buying candles in 2003, there is little new growth available in the marketplace. The simple fact is the candle market has reached a plateau and further growth will be hard for marketers and retailers to come by easily.
Since 2000, retail sales of candles have dropped 12.2 percent, while sales of candle accessory items, such as displays, candlesticks, decorative jar lids, and lighting and extinguishing accessories, have grown 44 percent. Overall the sales of candles and candle accessories were about even in 2002 with sales in 2000. ..more
Posted by: arlene on Sunday, 10th Aug, 2008
The conventional career path lacks forgiveness. As the employee climbs from rung to rung, the rungs are burned behind him. If he climbs onto a rung and struggles, he knows that his reputation will suffer and his job will be in jeopardy. There is no turning back. By punishing career missteps so severely, this path discourages everyone from taking bold career steps. In conventional wisdom’s world, taking bold career steps in order to discover a latent talent or to refine an existing one is almost as foolhardy as volunteering to learn the trapeze without a safety net. ..more
Posted by: arlene on Sunday, 10th Aug, 2008
b. Satisfactions
Everyone breathes different psychological oxygen. What is fulfilling for one person is asphyxiating for another.
Great accountants love the fact that two plus two equals four every time they do it. Great salespeople get a kick out of turning a no into a yes. Great flight attendants gravitate toward the tired, angry business traveler or the boisterous school sports team at the back, because they enjoy turning around the tough customers. ..more
Posted by: arlene on Sunday, 10th Aug, 2008
Recruiting can be a complicated process. The candidate has to learn about you, the company, the role, and the details of his compensation. You have to check his résumé, make him an offer; he may counter, you then resubmit your offer; and so the negotiating continues until finally you both feel comfortable enough to commit. This process is important, but all of it should be handled separately from the talent interview. ..more
Posted by: arlene on Saturday, 26th Jul, 2008
People often think of ‘networking‘ as something that is only done at high-powered levels. Not so. Letting mothers at the school gates know about your services, swapping information with friends at the rugby club is all networking. ‘I found that other mums were my best customers,’ says Sarita, a beauty therapist. ‘When my sons were invited to tea with their friends, they’d often mention that I ran a beauty business and I got plenty of of clients that way !’
You cannot afford to be too indirect about offering your services. On the other hand, old contacts may be put off if you continually pester them for work. It is better to engineer a meeting about another matter and then explain what you can do for them, rather than endlessly cold calling. Persistence may pay off — but it can also put people off. This is why ‘forums’ for networking are so important. ..more
Posted by: arlene on Wednesday, 16th Jul, 2008
Even if you know that your job is 100 per cent suited to working from home, you still need to ask yourself some hard questions about whether your personality is suitable for homeworking. See the quiz or ask yourself briefly :
How suitable am I for homeworking? If you get a buzz from being with people, love to be in the thick of things and can remember just who’s dating who in which department, homeworking may not be right for you. The same applies if much of your social life is based around the office or your place in the hierarchy is very important to you. On the other hand, if you are a self-starter, enjoy your own company in limited doses and find it easy to concentrate, you may be well placed to work from home. Confidence in your ability, self-discipline, a good network of local social contacts and enough space to work are all vital for a homeworker. ‘I thought that I would spend more time working at home than I actually did,’ says Ken Davey, who initiated Mercury Communications flexible work project. ‘I used it for writing reports and initiating strategy, but I came to realize how much of my job depended on interacting with colleagues.’ ..more
Posted by: arlene on Friday, 11th Jul, 2008
Love and hate are potent feelings which can overwhelm you, often just when your emotions can least afford the upset. For example, how often have you experienced the following situations?
- Feelings of love interfere with your concentration at work.
- You love (and sometimes hate) a person who doesn’t love you.
- You hate your boss or a colleague.
- You’re jealous of the attention given to a person you love.
- You love a person working nearby, but fear acting upon your feelings.
- You were in a relationship until yesterday when your partner said, Enough! ..more
Posted by: arlene on Thursday, 26th Jun, 2008
Often when we decide we want something, we want it now, and when we do not get it straight away, we feel that life is unfair, that we have been treated unjustly, even cheated. Sometimes we convince ourselves that it is because others, and even forces beyond us, do not want us to have what we want. In choosing to believe that we have been singled out, we may rationalise that we must do unto others before they do unto us, or, at the very least, get in first before others, rather than adhere to the Golden Rule of treating others as we would wish to be treated. In taking things personally, we convince ourselves that the acquisition of our desires is at the mercy of the inquisition by others. ..more
