Disconnected and Disengaged? Reconnect Your Employees to Exceptional Performance
July 1, 2008
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By Jay Forte
In a world of powerful social networks and immediate communication methods, today's workers know what it means to be connected. When connected, they share, create, challenge and perform. So if today's worker is so good at connecting, why is today's worker so disconnected from the workplace?
Review these "disconnected" statistics: More than half of all employees do just enough at work not to be fired. Employees change roles every 18 - 36 months. At any point in time 48% of workers are actively job hunting. In the next 5 years, 20% of the country's largest companies will lose 40% of their top level talent to retirement. Many of these companies have no succession plan to prepare younger workers to be ready to step up and stop the outflow of significant company information (brain drain). Employees are truly disconnected from their workplace. So what is the real issue?
Today's disconnected workplace is more about management than employees; employees want to be connected and to do a great job; they are just uninspired. Today's employees find little connection to their roles, their management or their workplace. It happens because management continues to use outdated and ineffective methods to activate employees and drive performance. These misguided methods unintentionally disconnect our employees from the workplace.
We are now in an intellectual workplace; we have moved from manufacturing to service, from industrial to intellectual, from brawn to brain. As author Seth Godin states, "we used to make food (agrarian society), then we made things (industrial age), now we make ideas" (service economy). Our days are no longer involved doing the same repetitive process that was a significant part of manufacturing or the industrial age. Much of manufacturing moved offshore and left us with a service economy. Service is an intellectual and thinking environment.
The workplace in the industrial age focused on producing each day. Being connected to the workplace was not as important because employees just needed to show up to keep production and machinery running. Whether an employee felt connected or disconnected, the results did not vary much.
Now, look at today's intellectual or service age. Every service event now creates an impression in the mind of a customer - some advance customer loyalty, others destroy it. The employee is now center stage and is creating the service brand on a daily basis by what she does, says, feels, invents and thinks. This employee must now be (emotionally) connected to her work, her manager, her organization and to the world to perform at levels that drive customer loyalty and organizational success. If any of these areas are disconnected, performance suffers, customers are affected and the organization feels the impact. In spite of knowing this, most organizations have workforces who remain disconnected, doing as little as possible, hoping not to get fired. So what is the process to move the disconnected employee to a "connected"? We start with management.
Managing employees in an intellectual age requires an understanding that the most important asset of the organization is the "humanity" of the employee - her brain and heart, her thinking and passion. When employees connect to a workplace, they activate their thinking and their passions. That means that the best way to connect employees is to understand the value each one brings and work to maximize it to connect the employee emotionally to the work.
In the recent book "HumanSigma," authors and Gallup Organization researchers Dr. John Fleming and Jim Asplund present that satisfied and dissatisfied customers buy similar volumes; loyal customers, however, buy significantly more and actively support the business. The primary difference that inspired loyalty (and therefore increased purchases) was the presence of an emotional connection by the customer to the product, brand or organization. The same concept exists with employees. The greatest performance happens from loyal employees who have an emotional connection (relationship) with their manager, their workplace and their role.
We are in the age of "soft skills" - those dreaded human emotions and feelings that industrial age managers banished from the workplace. Today, relationships are critical to engagement and connection. Strong relationships attract and keep the best employees. Strong relationships attract and keep the best customers. The starting point for all employee connection to performance is a strong relationship the employee has with her manager.
It has been repeatedly said that "people quit people before they quit companies." This means that employees disconnect from managers (the person) before they disconnect from companies. The reverse is also true. Employees who connect (have strong relationships) with managers perform and remain loyal. This is the key to millennial management - a strong and successful relationship with each employee to each them well enough to know what will connect each to her work, the company and to her objectives. When in place, this drives all other levels of employee connection.
The way to start reconnecting employees to performance is to understand the immense value of the manager/employee relationship. Gone are the command-and-control days of the industrial age; today, managers must inspire and engage. Today's managers drive performance by knowing employees, dealing with them as people, maximizing their strengths and offering opportunities that match their personal and professional plans. Today's manager must be available, open, good at communication and caring. This evokes the same back from the employee. And in a service economy, it matters how employees feel at work because the present these feelings and emotions to customers. How an employee felt when her only company was a machine was not as important as the face to face contact employees have with customers. The focal point of connection and therefore performance is the manager/employee relationship.
When the lines of communication are open (and a connection exists) between the manager and the employee, the following things can happen:
• The manager can assess the employee's talents (natural thinking) and use the information to place the employee in a role that matches the way she thinks. The closer these are matched, the more capable and confident and employee feels. This connects the employee to the manager and to her role.
• The manager can work with each employee to set performance expectations for each role that tells an employee what is expected but lets the employee develop the methods to achieve the expectations. This connects the employee to the manager by the supportive approach and trust, and connects the employee to performance because the employee owns the process to implement and achieve the expectations.
• The manager can provide regular performance feedback to help employees develop skills, master projects and perform in a more significant way. This connects the employee to the manager for the support, coaching, education and trust. This connects the employee to performance because she is continually improving and can see the difference she makes with customers and in results.
• The manager can provide a fair career development discussion about the future roles of the employee. This connects the employee to the manager for the time, effort, personal attention and care to discuss the employee's future and to allow the employee to have a voice in the process. This connects the employee to the workplace as she develops and works a plan that advances her in areas that make sense for her talents, her objectives and the needs of the business.
Millennial managers are successful when they care about their people - as thinking, feeling, and emotional people. They are genuinely interested in their values, interests and goals. They know them personally and professionally. They ask great questions and listen for answers that will help customize the perfect job, match them to the right tasks, inspire them to reach and grow, know the best ways to help them learn, and celebrate their achievements. This manager/employee relationship is the key to success and performance. Done well, it connects the employee to the manager - the single greatest way of inspiring employee loyalty.
So, managers, it is time to Fire Up! your employees by connecting to them to know them well. Build this connection; ask great questions and really listen. Care about your employees. Spend time with them by placing them in the right jobs; develop plans to achieve their performance expectations. Be prepared to coach, counsel and mentor to improve their performance and discuss their future with them. If you want employees to make a difference with customers, then you must make a difference with employees. If you want employees to get to know customers to know how to maximize the service event, then you must get to know your employees to maximize the employee event.
Humanity and connections now rule performance. Successful millennial managers are aware of how the world has changed and how they must now adapt. The good news is that what works at home to create powerful relationships with family, spouses, children and friends also works in the workplace. Employees need managers to watch and remember the details, to get to know what each employee is good at, to care enough to do the right thing for each one and above all, to communicate. Dictating and demanding alienates employees and inhibits performance. Today we must inspire, engage, ask and define. Help employees connect with you and to their work; they will then connect to the rest of the world with the great stories about you and your workplace. News of good things travels fast in our connected world. Your reputation as a capable millennial manager will invite other great employees, drive great performance and attain great results.
Jay Forte is a powerful performance speaker, consultant, author and founder of Humanetrics, LLC. He works with managers who want to be more successful in activating and inspiring exceptional employee performance, to significantly drive customer loyalty and improve company profitability. Jay, a CPA/financial executive turned educator, turned consultant, is renowned for producing significant results. He is a highly engaging speaker and is working on an upcoming book "Sparks! Fire Up Your Employees and Smoke Your Competition; How to Invite, Incite and Ignite Performance" For information on keynotes, seminars and consulting, or to see the daily "BLOGucation," visit: http://www.humanetricsllc.com or call: 401-338-3505.
Different Ways To Motivate Your Team
June 15, 2008
By: Bertil Hjert
An enthusiastic team is the backbone of success to any organization. The biggest challenge is to motivate a team. Unless the team is motivated, you cannot expect success or profits. The team should be constantly forced by the leaders rather then being given autonomy or power to perform its own actions.
Remember that success in business is associated with motivation. Technical skills and knowledge may play a great role but without motivation, everything will fail to work. If you want to get the maximum from your team, you need to ignite or fuel it with the right kind of motivation. This will also provide them the zest to unleash their creativity and bring out their best.
There is a lot that takes to motivate your team. First, you need to want the best for your people. You need to find their need and ambitions in order to know about what motivates them. Once you start motivating them with the right force, you will see them performing their best.
Here are some of the best tips to keep motivating your team:
Motivate yourself
Let the team know that you are full of energy and enthusiasm to fulfill the task. Show your zest and faith in a project you want your team to accomplish. This will motivate your team to work better and feel good about the whole thing.
Goal
Your motivation should be purely based on the goal you have decided to attain. Let your team gets clear about the specific goals you want it to achieve. Be specific crystal clear and realistic about the goal you want your team to achieve.
Talk to your people
Remember, that people have different goals and the motivational factors vary from one person to other. You need to know who all are there in your team. Talk to them differently about their aspirations, dreams, expectations, fears etc. This will make it easy for you to know what they need from you to get motivated.
Make your team believe that their involvement in the project matters. Let them know how valuable their services are.
Appreciate the efforts made by your team. This will make wonders for your team’s motivation spirit. You can show your aspiration in the form of money, bonus, assigning designation etc.
Let your team have a sense of belonging. Once sense of belonging is formed, the team will get stronger in sense of loyalty effort and motivation.
Challenges
Some people are motivated by the challenges they face. Let your team know that accomplishing a project is not a cake walk but together, they can make it.
Don’t belittle your team’s performance. Let them know that they tried really hard. Once they get appreciated for their efforts, they will surely make more efforts to achieve success next time.
Let your team know the fruits of success. This will prove to be a great motivation force. Let them know about the celebration and rewards the team will get once the task is accomplished successfully.
For more Articles, News, Information, Advice, and Resources about Motivation and Self Help please visit GET AND STAY MOTIVATED and MOTIVATION TIPS and MEDITATION ADVICE
Your Attitude, Your Choice
June 10, 2008
Jerry Ackerman
Your attitude is your choice. Each one of us wakes up with the same 24 hours. Each of us begins every week with the same 7 days. Each of us was born by someone, somewhere. Your attitude each and every day is determined by you regardless of whatever else may be happening, has happened, or will happen.
We all have the same time every day and we all have the same choice – what is my attitude going to be? From your work life to your home life, your attitude is reflected to the masses. Based upon how you treat others, how you talk to peers, how you respond to authority, others decide what they think of you. The question that begs an answer from each one of us is, “Will I be a person that has an ‘I can’ attitude regardless of my current situation or will I have an attitude that is dictated by that circumstances that surround me?” For many of us, our attitudes are driven by situations rather than having an attitude that rises above the situation.
In your workplace, what do other people think about you? What would others say about your attitude? One experiment that I have always thought would be interesting is to have your closest co-workers gather into a room and share a one word definition for each person. Do you think those you work with could give a one word definition for you? What would it be? Would you be appreciative or offended by the choice of words? Whatever the case, here is the truth; most times what people say is correct and what they say is mostly a result of the attitude they see in you.
Attitude is judged quickly. When you meet someone new, you often determined what you think of that person before they even begin speaking. You might think, “I am not that shallow; I measure someone up before I make a determination.” Really? Have you ever watched people at the mall as they walk by? Have you ever made a judgment about them from what they were wearing, who they were with, or what they did? The answer for most of us is a definite “yes.” If that is indeed the case, how much more do the people you work with have a pulse on your attitude as they work with you day in and day out, week in and week out, month after month?
What is your attitude today? Is your attitude showing those around you that you are confident, poised, and in control? Are you allowing your attitude in that situation to control you and, ultimately, bring you further down the path of disappointment and discouragement?
Henry Ford once said, “Whether you think you can or think you can’t, you’re right.” How profound. Your mindset going into a situation, a relationship, a project, or your workplace is often determined by mindset you have going into that situation. The choice is yours; the result is from your choice.
Live with an attitude of expectancy. Of hope. Of joy. After all, your attitude is your choice.
Speaking to teenagers, adults, and children - Jerry's gifts allow him to relate and connect with any audience regardless of age. His down-to-earth style is engaging, humorous, practical, and passionate. Visit http://www.jerryackerman.net for booking information, client reviews, and video samples.
The Upside of Down…
June 5, 2008
You can always laugh
So when that car cuts you off and it’s barely a miss
Don’t give them the finger, just blow them a kiss
Instead of being angry you can chuckle at their reaction
Hopefully the “road rage” will now be a retraction
On the bus where the only seat left is somebody’s lap
Because some loser filled a spot with all of their crap
Instead of being angry and staring them down
Offer to help move their stuff to the ground
When you’re parking to shop at your favorite mall
And you see a deadbeat take a handicap stall
Just give them a wave as you calmly walk past
Call security; let them ticket their ass
While you’re there spending your hard earned money
And the cashier is miserable try calling them “Honey”
Of course that only works when you’re opposite sexes
But it’s better than shooting them like they do down in Texas
When you’re out at the golf course enjoying your day
And the people behind you think you’re in the way
Just let them go past, do your best to ignore
When they’re ahead, count slowly to three, and then yell “fore!”
When you’re sitting at home and you just want to relax
But the kids are going crazy; you can’t get them off your back
Don’t get upset and tell them to “get out of your hair”
They grow up too fast, soon they won’t be there
When you’re all dressed up to take your wife on a date
As usual she’s slow and you don’t want to be late
Give her a break; go get some fresh air on the deck
Remember, men only have to shave their face and neck
When your neighbor lets their dog poop on your lawn
You can’t keep watching out for them dusk to dawn
You might have to pick it up, and yes, that's a drag
But they’ll think twice when it's on their step in a bag
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.
The Power of Play to Exploit the Present
June 3, 2008
Jody Urquhart
Constant worry about what’s around the corner is a waste of energy and can cause stress and anxiety. Your quality of life will improve a great deal when you take time to live in the present moment. You do that best when you play.
Recently I walked into a meeting of
Imagine you got up right now and played a game for the next 30 minutes with your colleagues. You laughed joked, poked fun at each other and were really engaged in the activity- what would be the result?
Decreased Tension
Expressed Emotion
Increased “feel good” endorphins
Increased Oxygen (increasing energy and focus)
Increased rapport and comrade
Have better social skills to relate to others
Elevated trust
Increased creativity…. Just to name a few benefits.
The sum result of all of this is when you go back to work you would have more energy, better teamwork and be more productive. No I’m not kidding.
This is not a program but a philosophy. Fun is spontaneous- it doesn’t necessarily happen on schedule; it grows in a culture that fosters its existence. You can’t plan to have fun you just have it.
The definition of play is, ‘a physical or mental leisure activity that is undertaken purely for enjoyment or amusement and has no other objective’. (Play Therapy International)
The use of play engages people in the moment. Time flies when you’re having fun because fun is in the present moment. It is positive, healthy, and vibrant and it is right here right now. When you play you usually laugh -Laughing heightens the experience of being in the present moment because it involves the emotions, the body, and the intellect, all at the same time.
The Power of Now.
When you are in the moment you have an infinite source of energy, it’s a state of flow where things are easy. You are in the present, and it’s the most dynamic, fluid awareness.
Play is a fun, enjoyable activity that elevates our spirits and brightens our outlook on life. Play relieves feelings of stress and boredom, connects us to people in a positive way, stimulates creative thinking and exploration, regulates our emotions, and boosts our ego (Landreth, 2002). In addition, play allows us to practice skills and roles needed for survival. Learning and development are best fostered through play (Russ, 2004)
More Fun = More Energy
Think of fun as something like electricity that can be accessed in different wattages. When you play more you learn to use higher energy levels for a sustained time. You can learn to plug into more power and use it without burning yourself out. Some people can use only very small amounts of power and some have developed and earned the ability to use very large amounts of it.
Managing time often involves setting goals to be reached within a set timeframe. Goals that won’t be accomplished immediately but hours, a month or a year down the road. To be most productive we have to also manage our energy. It’s our energy that we give to the present moment where we actually get the work done. There are numerous ways to increase energy like exercise, nutrition, sleep, etc and they all involve leaving the activity (the work that achieves the goal), get energized and come back to the work.
Fun also increases energy and it’s in the moment, so it doesn’t require time away from your present activity. If you can have fun while working, by experiencing the work you are doing as playful, light hearted and fun than you increase energy, accomplish goals, and stay in the moment. In essence with fun we can manage our energy and our time.
Play Therapy
So often in modern life we never seem to have enough time to spend with our children - just playing, just being there for them.
Play is now widely recognized as being beneficial in the emotional development of children. It has a therapeutic value. Play therapists are licensed professionals who use the therapeutic powers of play to help clients prevent or resolve psychosocial difficulties and achieve optimal growth and development. (Association for Play Therapy)
Techniques used by play therapists range from Therapeutic Story Telling, Drama and Role Playing, Puppets and Masks.
Some studies indicate that 70% of children who have psychological problems are helped through the use of psychological based therapies such as play and creative arts.
Nuero science research confirms the importance of play for infants in developing children’s brains and minds. It has also been shown that exposure to metaphor and symbols, as used in play, has a beneficial effect upon the development of the brain.
Jody Urquhart is a professional speaker who compels stressed-out and fed-up professionals to rediscover their passion, purpose & sense of play. To discuss having Jody speak at your next meeting please call us at 1(877)
Stress: It's The Little Things That Get You
June 1, 2008
Leadership in business management is not of epic proportions most of the time. Movies would have us think of business leaders doing heroic and super-human feats of courage. In fact, the very best of business leaders grow right out of the ranks of management, tending to the everyday humdrum gnitty-gritties that make up the bulk of most business days.
Good leaders are almost always aware of the stresses being experienced by the people they lead and whose work they manage. What are those stresses these days? How can the business leader be helpful without compromising productivity and profit? Here are a few items to consider. There are many more.
The stress of schedule. Consider: workers today have children to be picked up or taken to school and everywhere else. Workers also have spouses, parents, relatives and friends who sometimes need looking after, who sometimes throw parties and do celebrations, who often enough engage in shared projects such as building, painting or remodeling and who sometimes provide after-hours part time employment for your workers.
You can help reduce the stress of schedule by encouraging a flexible approach. When workers need to be late, miss half a day because of a school event, or leave early they should know in advance that they have your blessing.
The stress of money woes. Very few workers have too much money! Most can barely make ends meet. With gasoline prices inching towards $4 per gallon half of our country is approaching nervous breakdowns. Anger is rising. People feel helpless and angry as they get ripped off. Yes, it is only a few dollars. But yes, it is the little things that make for stress. The little things hit so close to home.
You can help by encouraging your workers to talk it over. Who could share rides? Who could pick up a needed item for a co worker on the way to or from school or the store? How could the miles travelled collectively be pared down by teaming up and thinking strategically?
The stress of credit. Without credit ANY minor emergency becomes major. It might be a medication, a dental emergency, a minor traffic accident, a broken window, a tax bill. It might be any unexpected expense, any necessary purchase, any financial surprise. Credit at this point in time is tightening. Money is not so easy to come by. Credit cards are expensive. Even a small financial worry constitutes a large stress because it never goes away. Some of your employees might also have large financial worries such as foreclosure, divorce or bankruptcy staring at them.
You can help. Help your employees get credit. Encourage and provide for financial management discussions that focus on where employees are, be that a need for understanding, a need for skills, a need for encouragement or a need to say out loud what is stressful, just to get the feedback and relief of knowing they are not the only ones. More significantly, never miss a chance to develop savings, bonus incentives, profit sharing, 401-K plans and any other type of financial advancement that would benefit your workers.
Medicine, gasoline, utility bills, house payments and mortgages, health care, insurance, credit, food and the future: it is a fairly safe bet that many if not all of the people in your company are VERY stressed about these things. There may be some who have lost loved ones in the ongoing military actions, others whose loved one is serving overseas.
Nobody expects you to solve their problems. But you can make it easier or more difficult for those you lead. Make it easier by thinking up ways to support and encourage your people as they search for solutions. No acting or pretending: be genuine, use some imagination and encourage others to do the same. And keep your word. There is more to business than production and maximum profit. Remember, you are a leader, not a slave driver.
Losoncy is a licensed therapist, an executive coach and president of three corporations. To learn more about his availability for trainings and for a schedule of his open seminars go to http://www.mvpseminars.com
Article Source: http://EzineArticles.com/?expert=Lawrence_Losoncy
Live for Today, Play for Today
May 28, 2008
The Power of Play to Exploit the Present
Constant worry about what’s around the corner is a waste of energy and can cause stress and anxiety. Your quality of life will improve a great deal when you take time to live in the present moment. You do that best when you play.
Recently I walked into a meeting of
Imagine you got up right now and played a game for the next 30 minutes with your colleagues. You laughed joked, poked fun at each other and were really engaged in the activity- what would be the result?
Decreased Tension
Expressed Emotion
Increased “feel good” endorphins
Increased Oxygen (increasing energy and focus)
Increased rapport and comrade
Have better social skills to relate to others
Elevated trust
Increased creativity…. Just to name a few benefits.
The sum result of all of this is when you go back to work you would have more energy, better teamwork and be more productive. No I’m not kidding.
This is not a program but a philosophy. Fun is spontaneous- it doesn’t necessarily happen on schedule; it grows in a culture that fosters its existence. You can’t plan to have fun you just have it.
The definition of play is, ‘a physical or mental leisure activity that is undertaken purely for enjoyment or amusement and has no other objective’. (Play Therapy International)
The use of play engages people in the moment. Time flies when you’re having fun because fun is in the present moment. It is positive, healthy, and vibrant and it is right here right now. When you play you usually laugh -Laughing heightens the experience of being in the present moment because it involves the emotions, the body, and the intellect, all at the same time.
The Power of Now.
When you are in the moment you have an infinite source of energy, it’s a state of flow where things are easy. You are in the present, and it’s the most dynamic, fluid awareness.
Play is a fun, enjoyable activity that elevates our spirits and brightens our outlook on life. Play relieves feelings of stress and boredom, connects us to people in a positive way, stimulates creative thinking and exploration, regulates our emotions, and boosts our ego (Landreth, 2002). In addition, play allows us to practice skills and roles needed for survival. Learning and development are best fostered through play (Russ, 2004)
More Fun = More Energy
Think of fun as something like electricity that can be accessed in different wattages. When you play more you learn to use higher energy levels for a sustained time. You can learn to plug into more power and use it without burning yourself out. Some people can use only very small amounts of power and some have developed and earned the ability to use very large amounts of it.
Manage your Time and your Energy
Managing time often involves setting goals to be reached within a set timeframe. Goals that won’t be accomplished immediately but hours, a month or a year down the road. To be most productive we have to also manage our energy. It’s our energy that we give to the present moment where we actually get the work done. There are numerous ways to increase energy like exercise, nutrition, sleep, etc and they all involve leaving the activity (the work that achieves the goal), get energized and come back to the work.
Fun also increases energy and it’s in the moment, so it doesn’t require time away from your present activity. If you can have fun while working, by experiencing the work you are doing as playful, light hearted and fun than you increase energy, accomplish goals, and stay in the moment. In essence with fun we can manage our energy and our time.
Play Therapy
So often in modern life we never seem to have enough time to spend with our children - just playing, just being there for them.
Play is now widely recognized as being beneficial in the emotional development of children. It has a therapeutic value. Play therapists are licensed professionals who use the therapeutic powers of play to help clients prevent or resolve psychosocial difficulties and achieve optimal growth and development. (Association for Play Therapy)
Techniques used by play therapists range from Therapeutic Story Telling, Drama and Role Playing, Puppets and Masks.
Some studies indicate that 70% of children who have psychological problems are helped through the use of psychological based therapies such as play and creative arts.
Nuero science research confirms the importance of play for infants in developing children’s brains and minds. It has also been shown that exposure to metaphor and symbols, as used in play, has a beneficial effect upon the development of the brain.
Jody Urquhart is a professional speaker who compels stressed-out and fed-up professionals to rediscover their passion, purpose & sense of play. To discuss having Jody speak at your next meeting please call us at 1(877)
7 Secrets for Moving Customers Out of a Hardball Mentality
May 27, 2008
By Myra Golden 
Here are 7 proven tips for moving customers out of a hardball mentality into a constructive dialogue.
1. Confidently acknowledge and address anger.
A big mistake among customer service professionals is to ignore a customer’s expression of anger or tip-toe around it. There is something known as the communication chain. When people communicate, they expect the person they are communicating with to respond or react…this response is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked…broken.
For example, If I walk into my office and say… “Hello Sherry, how are you?” ….and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed.
If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through. The customer might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood.
You can keep your angry customers from getting angrier by confidently acknowledging their anger and responding to it. You can respond to anger with a statement like, “Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.” This statement directly and professionally addresses anger – without- making the customer even angrier. Now that the anger has been acknowledged, you have completed the communication chain.
2. Allow the customer to vent, but don’t lose control.
An Angry customer can be compared to an erupting volcano. When a volcano is erupting, there is nothing you can do about it. You can’t speed up the eruption, you can’t put a lid on it, and you cannot direct or redirect it…it must erupt.
When a customer is angry, they must experience and express their anger – and often this is done through venting. We should not interrupt an angry venting customer or tell them to “calm down.” This would be as futile as trying to tame a volcano. A volcano erupts and eventually subsides. Your angry customer will vent and eventually calm down.
Always let angry customers vent. In most cases, your customer will only need to vent for fifteen to thirty-five seconds. Venting beyond 35 seconds can become ranting and cause you to lose control. After a few seconds of venting, you’ll want to jump back in and move the conversation forward constructively.
3. Don’t react emotionally.
It can be easy to lose our cool when a customer gets hot, but be warned: In most cases, showing frustration, impatience, or acting even mildly upset doesn’t help you move the customer out of a hardball mentality. Usually, losing our own cool does nothing but make the customer even more upset or our attitude will make the customer even firmer in his original position.
If you feel you’re beginning to lose your cool, don’t be afraid to hit the “pause” button. You hit the pause button by putting a customer on hold or telling the customer you will call them back.
4. Heed Steven Covey’s Words…Understand, then be understood.
In The 7 Habits of Highly Effective People, author Steven Covey tells a story of a patient going in for an eye exam. After briefly listening to the patient’s complaint, the doctor takes off his glasses and hands them to the patient and tells the patient to simply “take his glasses where them.”
What are the chances you’d go back to a doctor that prescribes a solution without even diagnosing a problem? You don’t have much confidence in someone who doesn’t diagnose before they prescribe… But how often do we prescribe a solution before completely diagnosing the situation, in dealing with customers?
Seek first to understand. Before you try PRESCRIBE a solution for a customer’s problem, before you quote policy or tell a customer what you cannot do, seek to truly understand the customer’s viewpoint. How has the problem impacted your customer? Has your customer lost money, time, respect, or confidence because of this problem? Does the customer feel embarrassed, wronged, discriminated against, or powerless? Try to really understand what your customer is experiencing and feeling. when you respond, communicate your full understanding of the problem from the customer’s perspective. Only then can you truly diagnose, BEFORE you prescribe a solution.
Listening with the intent to understand gives you empathy for the customer and puts you in the position to solve the real issues. Once you really understand your customer, you naturally begin to communicate with empathy and to communicate more effectively. Your customer, who feels understood, can now begin to understand you.
5. Don’t belabor your point…no matter how right you are.
be•la•bor - [bi-ley-ber] – verb: (1) to assail persistently, as with scorn or ridicule (2) work at (something) repeatedly or more than is necessary: He kept belaboring the point long after we had agreed.
If you really want to tick a customer off or incite an already upset customer, belabor your point. Repeat your point (your policy; your position) over and over again. I mean really badger the customer with your elementary explanation so that the customer feels they aren’t too bright.
Customer service professionals all around the world make the mistake of belaboring a point when speaking with customers. Don’t let this happen to you. Simply make your point once diplomatically and then enter into a constructive dialogue with your customer.
6. Get the customer saying ‘yes’, and if possible, keep them from saying ‘no’.
When a person says “no,” all of their pride demands that they remain consistent with themselves. And it is very difficult, once they’ve said ‘no’, for them to change their mind and become “agreeable” with you, because their sense of pride is now involved. And we invest so much in our pride.
Here’s how it works. Build an affirmative path by asking your customer two simple and obvious closed-ended questions that you know will result in a YES response. Once you do that, the customer will be on an affirmative path (with you) and it is far easier for them to agree with your next question. It’s very much psychological…your customer won’t feel comfortable disagreeing with himself…and will feel compelled to say yes to your third question so that he agrees with himself!
7. Have a graceful exit.
When all else fails, you need a way to gracefully get out of a conversation with a difficult or unreasonable customer. Here’s a simple way to gracefully exit: “We see this differently and I’m going to have to put thought into the perspective you have shared with me. I will visit with my supervisor about your concerns and call you back with a response.”
Try these tips and I promise, dealing with difficult customers won’t seem so difficult after all!
Imagine your next phone call is from an angry, irate customer, and you've only got a few seconds to gain control. Are you 100% confident you can handle it?
If not, Myra Golden has the perfect program for you…a free online training designed specifically for hard working customer service professionals.
Simply click this link now to see what it's all about: http://www.tamedifficultcustomers.com
Myra Golden is one of the customer service industry's most highly regarded trainers and is nationally recognized for delivering paradigm-shifting customer service programs that position employees to deal more effectively with difficult customers and completely restore customer confidence after dis-satisfying experiences. Her clients include McDonald’s, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, Scotts Miracle Gro, and Procter & Gamble, among many others.
Improve Listening Skills For Enhanced Efficiency And Productivity
May 26, 2008
By Tom Fuszard
With all the talk about honing our communication skills, we rarely hear about improving our listening skills. Yet those are just as important.
Good listening skills are especially critical in a business environment. Listening attentively saves valuable time throughout your organization. As you know, time is money.
People who listen carefully make fewer mistakes. Customer orders are handled correctly the first time, eliminating the costs involved with fixing problems, reshipping merchandise, and issuing refunds or credits.
Your operations run more efficiently as well. Employees fulfill their duties without constantly asking for clarification. An added benefit is that there is less chance for misunderstanding, which in these litigious times can be costly.
These tips will help make you and your staff better listeners:
Complete existing tasks before addressing a question When approached, politely say, "Let me finish this first." Trying to do two things at once shortchanges both.
Overcome distractions Loud radios, chatty co-workers, and ringing phones make it difficult to concentrate on the speaker's comments. Find a quieter room to continue your conversation.
Concentrate on the speaker Lean toward the person slightly and maintain eye contact. Turning one ear toward the speaker can help as well.
Keep your mouth shut We have a nasty habit of interrupting while someone else is speaking. That is rude. Also, in doing so we tend to arrive at the wrong conclusion. Wait until the person finishes speaking before formulating and delivering your reply.
Take notes Not only does this help prevent misunderstandings and errors, it shows that you are paying attention. While taking notes you are less likely to open your mouth, as discussed above.
Listen between the lines A grumpy or surly attitude may not be caused by anything you've said or done. The person may be under duress due to personal or professional problems. Gently probe for the underlying cause and take that into consideration.
Recognize your biases Perhaps the person has a strong accent, speaks slowly, is from another culture, or is dressed oddly. Any of these, and more, can cause you to develop opinions about the speaker and get in the way of good listening.
Becoming a good listener does not require a lot of work. Focus on what the speaker is saying, and ignore competing noises and other distractions. You will be rewarded with a more beneficial conversation.
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Copyright 2008, Thomas R. Fuszard Article Source: http://EzineArticles.com/?expert=Tom_Fuszard |
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Get More Business Results By Having A Little Fun!
May 24, 2008
Do you think it's appropriate or professional to have fun in the workplace?
Research has shown that fun at work generally results in an increase of productivity, creativity, loyalty, and morale. Appropriate workplace fun is a key method for energizing workers and putting some life back into their routines.
Here are some additional benefits of having fun at work:
Fun fulfills the basic human need to be social
Fun can instill a sense of teamwork
Fun usually improves communication
Fun breaks up boredom that comes from doing repetitive work
Fun can dissolve conflict and tension
Fun can foster a positive company culture
Fun creates an opportunity for networking
The best type of workplace fun creates congratulations and "high fives" among coworkers. It might be a non-competitive ice breaker event scheduled in the office before a company meeting. Or it could be a sporting event that takes place after work with departmental teams that compete at the bowling alley or on the ball field. Lots of different activities can teach employees how working as a team can be fun as well as productive.
Social interaction among coworkers allows for an opportunity to improve one's "Soft Skills", or people skills. Soft skills are the compliment to Hard skills, which are the technical requirements of a job.
When having fun, we get to see our coworkers and managers in a more casual light. This glimpse into their non-business personality may make them seem more human and foster an improved, genuine relationship.
Matt Weinstein, author of the book, Managing to Have Fun, says that many bosses and entrepreneurs find it difficult to have fun at work. He feels they need to learn how to build more fun into the workday and to celebrate successes. If that doesn't happen, Weinstein warns that bosses can drive away the top employees who are responsible for those company successes.
But management can't just mandate that everyone else celebrate and enjoy themselves. The boss must participate, especially in smaller companies. Top management always sets the tone for the entire company, so if their fun isn't genuine or sincere it'll be obvious to everyone else.
Let's be clear that the following behavior should not be considered fun:
Telling inappropriate jokes
Being deceptive or playing pranks
Making fun of or teasing coworkers
Mocking or mimicking management
Play that intentionally excludes someone
Having fun at work should result in a renewed feeling of cooperation and a shared mission. If it doesn't accomplish this goal, in my opinion it's not a good use of company time and resources.
"A smile is the shortest distance between people." – Victor Borge (1909-2000)
Laura Adams is the host of the popular MBA Working Girl Podcast.The content combines brainy business school theory with real-world business practice from her career as a business owner, manager, consultant and trainer. Subscribe for FREE to this top-rated show and get the useful MBA Essential Tip athttp://www.mbaworkinggirl.com
