Following are some random thoughts on the management life:
June 2, 2008
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Steve Wyrostek MBA, BA
Matching - One of the most gratifying aspects of management is correctly matching people to positions or tasks. To attain this perfect union is no small achievement. In fact, matching requires a great deal of active thought. Pick up a copy of The Godfather to read a passage that provides a clear description of this process in action.
It's the part where the capo, Clemenza, was trying to decide which button man should be given a chance at better things- in this case, to assist on a hit. The passage describes the intricate thought process Clemenza goes through to make the perfect match of task and worker. Finally, after he decides on the right person, "Clemenza felt the relief of a conscientious administrator who has solved a knotty personnel problem."
Stand for your employee's success. This seems obvious but I feel at times the insecurity of managers can knowingly or unknowingly sabotage this practice. For a manager, this means properly matching task and person, removing obstacles, providing thoughtful guidance and giving proper credit at all times. Placing your employees in a constant position to achieve success helps them, the company, and you. Stand for your employee's success. Always.
Keep your superior standards realistic. I used to cringe when a manager would say, Well, my employees have to walk on water to achieve a superior ranking. Come on! Try not to suffocate talent by being too lazy to perform the observation required to recognize it. Superior performance is all around us. Let's seek out ways to notice and reward it.
Maintain confidentiality. I once had an employee who thanked me because something she told me in confidence didn't get around the office. She thanked me! That was the easiest thank you I ever earned. I always thought a good rule was never to mention employee issues- even if the employee didn't request confidentiality. A good example of this is when an employee would tell me she was pregnant. I would always ask if it was public knowledge and if not, when it would be public knowledge. Even then, I never would say anything until someone else mentioned it to me.
This especially extends to personnel issues. For example, I know managers who would tell other employees that one of their peers was on a performance improvement plan! It's bad enough that's a serious confidentiality breech but it's also the beginning of the worst kind of cancer- the kind that kills morale.
Don't be afraid of upward delegation. You may have to do your job! Just learn to differentiate your job from hers. If an employee asks you to do something you feel she should do, suggest that's how you feel- it may be a stretch for her, it may not be her job but she needs to do it. However, if she comes to you with something that's your job- do it. For example, if she needs help in obstacle removing at your level- that's your job, not hers!
Always assume that all confidences will be broken. If you tell someone that you heard so and so is getting a new job and ask that someone not to repeat it, assume it will be repeated three times. The naiveté I've seen in managers who assume if they say something is in confidence it actually stays in confidence has always surprised me. The practice to consider here? Refrain from saying anything you're not comfortable with everyone knowing.
Always assume your emails will be seen by everyone. A great example of a manager not being mindful of this was Mike Brown, the head of FEMA. When the emails he wrote in the immediate aftermath of Katrina were released, their content made him look like an insensitive chowder head. He came across detached and frivolous in the midst of a crisis.
Management is a noble profession. Let's maintain and even elevate it through thoughtful blending of the management stew.
Steve Wyrostek MBA, BA
President- Gentle Ears, Inc.
steve@gentleears.com
http://www.gentleears.com
Member HRMAC, SHRM, ASTD, Association Forum of
Gentle Ears- Where Listening and Learning Embrace
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The Ethics of Outsourcing Customer Service
May 29, 2008
Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary
Alma schools may privatize custodial services - Morning Sun
The district is looking at a budget deficit of $176,000 this year and a shortfall of more than $400,000 in 2008-09. Board of Education members are searching for ways to save money that "do not affect the kids or the classrooms," Superintendent Don
The Ethics Of Outsourcing Customer Service - NBC 10
It's a familiar scenario: A product you purchased recently has developed a problem, so you call the company's toll-free number and are connected to a "customer service associate" in India or the Philippines. You describe your problem but have a hard
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Indian outsourcing companies like Infosys, TCS and Wipro are getting bigger and bigger, and Indian pharma companies like Ranbaxy and Dr. Reddy’s are expanding in the West. But not everybody in India is buying the hype that success stories like
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Stop working so hard trying to improve your call center performance, use call center games to achieve extraordinary
Gag It!
May 26, 2008
Funny Gags to keep the unexpected alive!
Jody Urquhart
If you want to have more fun and literally save your sanity just and look for ways to be a bit offbeat and do the unexpected. Do something that makes no sense at all, that’s throws off people’s expectations (and puts them in the moment, which is stress free). Remember the key to any humor or practical joke is to establish your competency first. I suggest you try any of the below fun things with people you know well.
For those of you who take yourself seriously or are skeptical here is why doing the unexpected literally saves your sanity:
Doing the Unexpected, Silly and sometimes outright Ridiculous:
- Puts you and others in the present moment (which is stress free)
- It balances your perspective
- Literally forces you to lighten up and not take things so seriously
- Produces Humor which makes you laugh, which has hundreds of positive benefits
- Increases creativity
- Allows you to play as an adult
- Mixes work with pleasure
The unknown freaks a lot of people out (me included) so just be cautious especially in the beginning.
Give yourself permission to take a risk, do the semi ridiculous and see what happens. If you feel silly remember that’s the whole point, so lighten up!
Here is an exhaustive list of unexpected things you can do to create unexpected fun. Some of them are rather prank- like and some are just plain funny
- Make up a word… and keep throwing it in now and again and see what people do. Or finish every sentence with blah, blah, blah
- Write someone a note to meet you outside in 10 minutes but don’t sign the note
- Wear something weird on the weekend. Mini skirt and leg warmers, if you’re a man
- Go up to someone and say” I support you no matter what other people are saying”
- Page yourself over the intercom and recognize what a great job you have been doing
- Walk around in circles around your office –look very perplexed People will wonder what you are doing.
- Add items to someone's written reminder list (-i.e. buy condoms)
- Make noises when people walk by
- Stand really close to people, stare at them and walk away
- Stand really close to someone and say…Did you do anything in the last week you would like to confess to? Do you have anything to tell me? Are you sure?
- Put outrageous price tags on office equipment. (i.e. - $30,000 for a computer mouse)
- March up to someone and tell them they need to help you with something and say. “If we don’t get this done right away were both completely screwed”
- Say there is a new sexual harassment policy that says you’re not allowed to make eye contact at work
- When someone wins an award the next day send out a memo to say the award has been discontinued
- Go up to a complete stranger and ask if you can have your photo taken with them
- Get some water guns
- Get up, jog on the spot for 10 seconds and then sit down again.
- Go up to a cashier and tell them your dog told you bad things were going to happen today and they should be prepared
- Give away your place in line. In a long line at the grocery store, I was second in line, I looked to the last guy in line and said “Heah, come here… “He sheepishly walks over, I said “here you can have my place in line”, and I went and stood at the back of the line. He was speechless and so was everyone else. Just for Fun!
- Make a funny face
- Be unreasonable. When your spouse says lets go to Costco say, I can’t possibly go there until I get my hair highlighted. (It makes no sense and that’s the point).
- Stand up at your desk and spell your name with your hips- do it right now we dare you
- Fill a phone booth with people
- Take an invisible dog for a walk
- Talk only in famous catchphrases from movies.
- Verbally Abuse your office furniture
- Stand facing the corner at work until someone asks you why
- Yell to someone, “here catch…”and throw an invisible ball
- Run franticly down the hallway
- Cut out photos and paste them on Popsicle sticks and have a puppet show
- Fake an accent
- Laugh out loud for no reason
- Write your name in permanent marker on all your underwear
- Break into a friend's house and clean it
- Give names to your body parts
- Kiss your elbow, if you can.
- Lay a long straight line of masking tape on the floor. Now spin around really fast then try walking on the masking tape.
- Let helium balloons float to the roof and throw stuff at it to pop it
- When someone comes out of the bathroom ask them if they washed up
- When someone talks to you say I know you are but what am I?
- Repeat everything someone says
- Make random observational comments (“I love pastrami” OR “Dryer Lint tastes bad”)
- Run up to someone holding your throat and say I swallowed a paperclip
- As soon as someone starts talking to you start talking at the same time
- When talking on the phone, start pressing the buttons
- Write a memo to someone and use horble spelling
- Walk into work and announce “I don’t know where I am”
- Speak excruciating slow
- Walk into a restaurant and order something not on the menu
- Tape a post it note on your back saying funny things
- Wear 3 outfits all at the same time
- Make a trash can a basketball hoop
- Using heavy duty packing tape- tape someone to the wall
- Sit at your desk with your left arm sticking out until it goes numb
- Snap your fingers for no reason
- Make the most trivial or confusing complaint to a coworker.
- Talk in circles
- Keep saying… “Like I said” and says the same thing over again
- Turn on the T.V. put it on mute and make up dialogue
- Every so often pretend to trip on an 'invisible' wire
- Find some crutches and pretend to have a broken leg
- Ask someone what there goal in life is and laugh hysterically (make sure you know the person well)
- Collecting all bad news from newspapers and making a ritual campfire to burn
- Have a lemonade sale at work
- Greet someone with “Happy Tuesday” when it’s Thursday
- Get food all over your face at lunch and don’t wipe it off
- Leave copious amounts of jujubes with your tip at an upscale dining establishment
- Bring your old clothes to work and give them to people
- Make gingerbread men and decorate them so they look dangerous
- Name every item in your workspace an odd name
- In the cafeteria dare someone to eat Jello without utensils
- Wear a tiara to work
It's a good idea to obey all the rules when you're young just so you'll have the strength to break them when you're old.
-Mark Twain
Jody Urquhart is a professional speaker who for the last ten years has motivated and inspired professionals to use humor to change there lives. Please contact us to see how we can recognize and inspire professionals at your next event.
Finding Your Business Management Style
May 24, 2008
By Nazir Daud
Business management combines an interesting mix of theory and practice, and it is a particularly good topic for management and entrepreneurial types to study. Finding a business management style that suits your personality and the nature of your business is both important and worthy of time investment, as being self-aware and being able to identify strengths and weaknesses of various approaches will enable more effective personal development and ultimately more effective management.
While many have their own individual business management styles, these are traditionally broadly categorized into three main classes of business management approaches.
Autocratic Management
Firstly, there is what has come to be known as the autocratic approach to management, which installs more trust in the leadership as opposed to the individual staff. This involves pulling rank and leaves employees in no doubt as to whom the management is or what decisions are being made. Rather than engaging employees within the decision making process, this business management style typically concerns businesses that require direct, effective leadership to produce results, often under pressure of working in a tough environment. Upon hearing the term autocratic, many tend to visualize a dictatorial approach to management. While that is perhaps the case, it is seldom as strict as this and it is often a necessary management style, for example in the armed forces or in a high-paced trading environment, where there is no margin for deliberation and group consideration.
Democratic Management
Alternatively, there is a business management style known as the democratic style, where employees are effectively engaged in consultation before decisions are made. While some consider this to be more motivating and more enjoyable to work under, it does nevertheless have its own disadvantages. Giving employees a say may undermine the authority of the management, and may ultimately cause inefficiencies in the decision making process. It is also time intensive, and perhaps not as effective in larger organizations with thousands of employees. While of course at a board room level this kind of decision making goes on everyday, it's one that works most effectively in slower paced business where decisions can be fully deliberated and considered.
Laissez Fair Management
An alternative to those two business management styles and the third main category is what's known as the laissez fair management style. This is by definition a more hands-off approach to management, which puts the trust of running the business within the hands of employees themselves, and allows a greater degree of autonomy than would otherwise be the case. While this is strong in creative industries, some business people find that this style of management can lead to a fragmented approach to doing business and is less organized and perhaps less professional.
Whichever business management style you liken yourself to; there are advantages and disadvantages of that approach. What's important is not that you recognize which of these categories you fall under, but rather that you're aware of the improvements that can be made to make your management more effective and efficient while also improving the relationships you share with employees at all levels of the organization.
Naz Daud is the founder of CityLocal. This Franchise Opportunity & Business Directory is for people who would like to work from home and be their own boss.
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5 Ways to Be a More Effective Manager and Leader
May 18, 2008
By Duncan Brodie
There are more and more demands on everyone in the workplace, especially managers and leaders. The bar is continually raised and many managers and leaders respond by investing in building more skills and knowledge. While building skills and knowledge is vital, so is making powerful lifestyle choices. So what can you do over and above continued professional development to be a more effective manager and leader?
Get enough sleep
We can all do long hours and late nights from time to time, but the reality is that this is not sustainable over a long period of time without impacting on your productivity and effectiveness. We all have different needs when it comes to sleep, so make a point of establishing how much sleep you need per night to be at your best and try to get as close as possible to the number of hours you need.
Take holidays
It is claimed that a large proportion of people do not take their full allocation of holiday or vacation time. While you may not be able to go away on a trip each time you have holidays, you can still use the time to recharge your batteries or do some of the things that are difficult to find time to do normally. If you are someone who lets the diary get filled up before starting to think about holidays, try blocking out your holiday weeks at the start of each calendar year.
Take regular exercise
You do not need to spend hours working out every day. Simply doing some form of intensive exercise 3 times a week for 30 minutes can make a real difference to your productivity. It can also help to reduce levels of stress. Remember there are 168 hours in a week. Would it not be worth 1.5 hours of that time to become more effective as a manager or leader?
Eat sensibly
The fast pace of work requires you to keep your energy levels up. Eating sensibly and regularly is an important part pf functioning effectively as a manager or leader. Avoid the temptation whenever possible to skip lunch or eat it on the run. Setting aside a short period of time to eat will pay dividends in the long run.
Create thinking time
It is all too easy to keep doing all of the time. Trouble is that when you are doing all of the time, you create no space to think, plan and reflect. As a manager or leader, these are essential tasks, so start creating time in your schedule to think, plan and reflect.
Being a successful manager or leader clearly requires you to have the right skills, knowledge and attributes. Adding the 5 things in this article can help you have even greater impact. So what is your next step?
Duncan Brodie of Goals and Achievements (G&A) works with individuals, teams and organisations to develop their management and leadership capability. With 25 years business experience in a range of sectors, he understands first hand the real challenges of managing and leading in the demanding business world. You can learn more about
Article Source: http://EzineArticles.com/?expert=Duncan_Brodie
GAS Up Your Workplace Communication
May 15, 2008
George Bernard Shaw once wrote that the greatest problem with communication is the illusion that it has taken place. Many organizations today realize that effective workplace communication is critical to organizational success.
So what do you need to do to improve workplace communication?
First, you need to establish communication Goals. However before you commit these goals to writing you need to make sure that all of your employees know how to achieve both personal and professional goals. Also, you need to determine what are the measurable results that you desire from these goals.
Then you need to look at the Attitudes of your employees as well as those within the culture of your organization. Attitudes are just reflections of strong personal beliefs. For example, one of your communication goals might be to improve customer satisfaction.
Some of your call center employees may have a
Finally, the Self Leadership Skills for all employees need to be assessed and developed where necessary. Communication is an interpersonal skill that resides within the self leadership of each and every individual. Yet, beyond learning how to read and write, most individuals truly have not been taught, trained or developed to fully utilize effective workplace communication.
When the critical elements of goals, attitudes and self leadership skills are applied to improving workplace communication, amazing results will happen. Just try it and see.
Simply speaking, leaders are readers. If you enjoyed this article, you may find The Leadership Audit of interest at http://www.processspecialist.com/od.htm
Call me, Leanne Hoagland-Smith, The Business Coach, at
Delegating to Gain Employee Engagement
May 13, 2008
By Cynthia Clay
The Gallup Organization surveyed 200,000 individuals in 36 organizations, across 21 industries about their level of engagement. Only 29% of employees reported that they were engaged or highly engaged at work. An astounding 55% reported that they were not engaged (think of their attitude as “wait-and-see”) and an even more revealing 16% reported that they were actively disengaged (think of behavior such as complaining, arguing and actively sabotaging the organization’s efforts).
The same research reveals that employees often join organizations feeling highly engaged. After more than a year on the job, however, the employee often feels less engaged. In fact the longer they hold the job, the less engaged they tend to be. So what’s happening here?
Through 12 key questions, the Gallup Organization has found links to five business outcomes: retention, productivity, profitability, customer loyalty, and safety. Retention was strongly correlated to six items. Simply put, if you want to hang on to your employees these six factors must be in place.
Employees must:
Know what is expected of them
Have the equipment and resources to do the job
Be given the opportunity to do what they do best, every day
Have a manager or supervisor who cares about them
Be surrounded by employees who have a similar drive for quality
Have opportunities to learn and grow
A clearer case for helping managers and supervisors in your organization learn to delegate effectively could not be made. Managers who get the best from their employees are able to retain them longer.
They know how to:
Clarify expectations for tasks and assignments
Provide the equipment and resources necessary to do the work
Hire well and match employees to the appropriate responsibilities
Demonstrate that they care about each employee on their team
Bring on board only employees who demonstrate a commitment to high-quality performance
Consistently offer opportunities for further growth and development
The ability to delegate well is a crucial management skill that touches every one of these essential factors.
Cynthia Clay is the President/
Article Source: http://EzineArticles.com/?expert=Cynthia_
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May 10, 2008
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How to tell if HR hired the wrong person
May 10, 2008
By Gail Yahner with special thanks to Sherry Beasley
It's Monday and your new class is set to arrive and begin day 1 of training.
You have high hopes for this class as the new hiring recruiter; the one with the innovative hiring practices has personally hired this class of 22 agents. Your assistant trainer is pacing the class room floor in anticipation. At ten minutes to 8- they start walking through the door, all fresh faced and ready. You smile and welcome each of them as your heart drops to your stomach as you start calculating your attrition rate for the class.
Oh No! To hit your goal of 10%, you'll need to retain 20 of these smiling shiny faces! You might be in trouble…
How to tell if HR hired the wrong person:
During introductions, the individual tells the class "I was fired from my last job because of cursing at a customer" or "I lost my last job for a no call no show" or" I could not call in because I was in jail". You know they might have hired the wrong person.
When training over system "hot keys", the new hire began checking his own pockets- you know they might have hired the wrong person.
You know the wrong person was hired when they type with one finger, closes the entire screen when asked to minimize or( the biggie) they have no idea what a mouse is.
Another way of telling that the wrong person was hired is if they have no clue what words such as appropriate, courtesy, or empathy mean.
When excuses flow like hot lava erupting from a volcano, you know, of course that you have hired the wrong person.
Finally, when after two days in training their name appears in the paper as a fugitive from justice. You know with out a doubt that you have hired the wrong person.
Oh well, there is always next class.
Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail's articles please visit: http://www.callcentercafe.com While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/
Moving Up - When Co-Workers Become Subordinates
May 5, 2008
By Jane Schulte
Have you been recently promoted? Did you pass up your co-workers and now sit in a position where you are now their supervisor? If so, you may likely be feeling a bit uncomfortable and unsure as to how to shine in your new role without alienating your co-workers, who are likely your friends as well.
First, be honest with them. Tell them that you are feeling a bit anxious about taking on the new role and that you want to maintain the same, positive relationships that you enjoyed before your promotion.
Ask them directly if they will be on your team and together if they will strive for the team to succeed.
If you do sense one of the team members has developed a less than positive attitude, take them aside and ask questions until you can determine what it is they are feeling that is causing the behavior. Assure them that you are on their side and want to allow them to grow and develop and get promoted as well.
Continue to conduct yourself in a manner that enforces these messages. Look for ways to bring the successes of your team members to the attention of upper management. Find team building exercises you can incorporate on a regular basis that strengthen the group as a whole. Do not engage in behavior that separates you from your team or makes any member of the team feel at any given time that you are in this for yourself.
The more you can encourage and assist each team member in learning, growing and shining, the more likely they will accept you as a leader, perform well under your leadership and see the change as a win/win situation for everyone.
If after all of these efforts you still have a former co-worker who is not on board, it may be time to discuss with upper management a transfer of that individual to another department, assuming they are a solid employee from a work product standpoint. However, if this individual's attitude has soured to the point that they will continue to be unhappy even once transferred, then it may be time for them to move on.
Remember that leaders don't manage. Leaders lead and they do so by example. If you want people to follow you, exhibit behaviors that are worthy of emulating. Maintain a positive attitude each day, even if you are overwhelmed, stressed or feeling a lot of pressure in your new role. But above all, be interested in each of your team members both personally and professionally. Make sure they are feeling good and positive and help them obtain the necessary tools and information in order to be their best and to shine every day.
Truly listen to them and address their concerns, incorporate their ideas and give them the credit for the team's performance even when the compliment is directed at you. That is how you get co-workers to not only accept your new promotion, but to support you each and every day and every step of the way!
Jane Schulte is Executive Vice President and
Article Source: http://EzineArticles.com/?expert=Jane_Schulte
