Greg Smith
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Front-Line Customer Service
Training Program
Supporting Change
is
a Vital Learning program that provides the tools managers need to
understand and interpret change to prepare them to more successfully
manage their team through it. By working to support change and at
the same time addressing the team’s comfort level with that change,
the manager can more effectively facilitate acceptance of a new way
of doing things.
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information
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 Upcoming Teleseminars
Seven Change Management Strategies for
Today’s World
May 27
3-4 p.m. EST
No charge
Limited to the first 100 registrants.
(See details below)
Register online
Personal Note from the "Captain of the Ship"
“The Best way to predict the future is to
invent it.”
Alan Kay
Former Xerox Researcher
My clients expect me to know what is happening in the business world and
advise them accordingly. As my normal routine, I read dozens of
magazines, newspapers, books and reliable sources of information on the
Internet. As a side note, the least dependable source of factual content
and reliable information is cable television news.
In the May 4 edition of Fortune, I enjoyed reading an article by Anne
Mulcahy, the CEO of Xerox. For me, she hits the nail on the head
regarding what business should be doing during this economic downturn.
She said, “I know from experience one of the biggest mistakes that can
be made right now is to slash investments in innovation. And by
innovation, I don’t just mean product research and development. It can
also be innovating in new markets, launching new businesses, and even
disruptive innovation in work processes.” Then she adds, “I remind my
team that the next generation of technology and services will be born
out of decisions we make at this unique moment in time. With that, we’re
banking on the advice of Alan Kay, a former Xerox researcher, who said,
“The best way to predict the future is to invent it.”
As a management consultant, I have had an interesting seat watching
business after business, cut back, terminate talented people, eliminate
training and development, and curtail important projects. These
businesses are just creeping along the highway, hoping they don’t become
road kill, instead of taking a proactive approach. Many of them have
laid off their most experienced people, virtually wiping out their
talent pool and future leadership.
Yes, survival is paramount and all my clients have had to make difficult
decisions. However, by making the wrong choices, many of these
businesses have only put a noose around their neck. They have placed
themselves in a precarious position where they won’t be prepared when
the economy starts improving.
Studies show layoffs end up being far more costly and damaging than the
short term money they end up saving. As Anne Mulcahy alludes in her
article -- businesses can’t stop innovating. As an example, some
companies have cut back on customer service. So instead of increasing
customer loyalty, they have only alienated them. In my book, that is the
kiss of death. If you work in that kind of place, you might as well box
up your stuff because it won’t be long until the business collapses and
you’re the next out the door.
The turbulent economy has placed businesses and business leaders under
pressure to improve and restructure their organizations. A survey by the
Conference Board showed the executives’ major concern was about "speed,
flexibility, and adaptability to change.” Businesses need to implement a
“transformational” style of leadership along with an effective strategy
that will enhance productivity and position their business or
organization for increased efficiency.
Last week I was in Longview, Texas speaking to the Economic Development
Council. Here is a community of about 80,000 people who are still
focused on a bright future. Despite the economy, they are still growing,
dynamic and interested to learn new techniques in keeping their
employees motivated and working effectively. Several of the people that
attended my session work at the Neiman Marcus distribution center. They
are responsible for distributing merchandise to stores all across the
U.S. It was encouraging to me to see this organization still cares for
its people and wants to stay vital, innovative, and competitive and be
an employer of choice for their region. More businesses should have that
same goal.
Here are seven strategies organizations should put in place.
• Institute transformational leadership techniques in your organization
• Communicate more and provide direction
• Manage the talent of your people
• Identify and exterminate “organizational pathologies”
• Innovate and manage the ideas of your workforce
• Keep your people engaged and energized
• Emotionally connect with your customers
We invite you to sign up for next week’s free teleseminar to hear how to
implement these seven strategies in your business. This teleseminar is
limited to the first 100 people who sign up. Since this is a free
teleconference, we ask you to sign up online only. Please do not call to
register. You will be responsible for your own phone charges.
Click on this link to register.
Best regards,
Greg Smith
CEO and "Captain
of the Ship"
770-860-9464
Engaged on the Job?
“Last year a survey conducted of 90,000 employees by Towers Perrin showed
only 21% of them were highly engaged in their work. The other 79% may be
physically on the job, but they’ve left their enthusiasm and ingenuity at
home.”
Source: WSJ April 28, 2009 |
Supporting Change Training Course
Supporting Change is a Vital Learning program that provides the tools
managers need to understand and interpret change and to prepare them to
more successfully manage their team through it. By working to support
change and at the same time addressing the team’s comfort level with
that change, the manager can more effectively facilitate acceptance of a
new way of doing things. You can purchase the materials to teach the
course, or take the online version.
http://www.chartcourse.com/supervisory_training.html
Hire the Right Person for the Right Job
Believe it or not, there are businesses still recruiting and hiring
people. This is a great time to capture some outstanding talent. So, if
you are hiring, how do you know when the right person walks through the
door? As you know, you can’t always trust resumes, experience, or the
person’s ability to answer interview questions to determine if they are
the best fit for a job.
Experience is not necessarily an indicator for future success. Jim
Collins, in his best-selling book, “From Good to Great” said, “People
are not your most important asset, the right people are.” We have a
suite of over 30 different assessments and reports that can predict
success on the job. These reports measure personality, 360 feedback,
honesty, motivations, sales ability and key attributes that help
organizations achieve the goals they need and want. In this economy, you
can’t afford the mistake of hiring the wrong person for the right job.
For more information call us at 770-860-9464 or visit our website.
http://www.chartcourse.com/Assessment_Center.html
 Will
They Lie, Cheat, or Abuse the Computer?
The Counterproductive Behavior Index (CBI) is a valid, contemporary integrity test—a cost-effective
screening procedure for identifying job applicants whose
behavior, attitudes, and work-related values are likely
to interfere with their success as employees. The CBI
consists of an objective questionnaire with 140 true/false
questions that can be completed by the job applicant in
about 15 minutes. Online and paper versions available. The CBI will
identify these high risk work-related attitudes and behaviors:
• Substance
Abuse
• Dishonesty
• Computer Abuse
• Lack of
Dependability
• Workplace
Aggression
• Sexual
Harassment
More
information
Daily
Cartoon
For those of you needing a little laugh, we invite you to visit the
Daily Cartoon page on our website. The cartoons are provided by Ted
Goff.
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information
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