Archive for the 'Employee Satisfaction' Category

19
Apr
12

Poem on Respect and Responsiveness

Poem on Respect and Responsiveness by M.W. Hardwick

    Idea for poem: Respect and Responsiveness are the keys to employee and customer satisfaction and they seem to be lacking in many organization–for example We can’t do that because of policy.

      R&R is key to brand perception.

      R&R are keys to your ability to look in the mirror. 

      R&R are keys to to leadership effectiveness.

      R&R are keys to long-term relationships and trust.

      R&R are free.

      Embrace and pursue the value of R&R

      R&R require empowerment and empathy…

     Where are they…Where are they… 

20
Mar
12

Daily Management Tip: Process Framework and Flow for Coaching

Quote: “Setting a goal is not the main thing. It is deciding how you will go about achieving it and being flexible enough to change the plan if it is not working”. Mark W. Hardwick

I am starting a new series on Daily Management Tips–Here is my first edition to your tool box. Enjoy and let me know how it worked so I can share with our community

Process Framework and Flow for Coaching Session

Before session check for convenient time to discuss issues and opportunities. Be clear on goals or objectives for the session… Remember to Use how to… (statement)  For Example, GM says to sales manger… Bill can we meet at 10:00 am tomorrow to discuss How to improve our current status for 18 wheeler sales in the Down River location. I will need to know what is in the funnel–prospects, proposals out and your best guess on closes for Q4.

        Process Steps                                                                                                                          

  1. Clarifying and reviewing your goals, needs and wants for meeting; then get agreement if that is okay with them. Set meeting time and length for discussion.
  1. OBSERVATIONS ABOUT CURRENT SITUATION.
  • What is the status of the current situation or problem?
  • Review obstacles or interferences.
  • Find out how they feel about the situation and people involved?
  • What have they tried or are trying to remedy the situation or solve problem?

 

  1. Accept and listen to their viewpoint by clarifying, asking questions and restating

feelings, viewpoint and facts about the situation

  1. Create possible alternatives and solutions for the problem or opportunity. Review their knowledge, skills and attitude about the situation from a technical, people, strategic and urgent point of view.
  1. How to’s Action Plan jointly developed and agreed to …WHO does WHAT, by WHEN and HOW. Also, review resources and support needed and commit to reviewing progress at a specific time in the future. Encourage communication between sessions if emergencies or urgent things come up.

 

15
Mar
12

Time management isn’t our problem–but our need to manage our energy is critical for success.

Quote: To recharge themselves, individuals need to recognize the costs of energy-depleting behaviors and then take responsibility for changing them, regardless of the circumstances they’re facing.

The lack of focused time and thus stress and burnout be an epidemic, but the problem isn’t in what we say. It’s what we do and how we set priorities and use a limited amount of our precious energy. For all the people writing about the importance of the “sustainable development” of our economy, how many are there worrying about the sustainability of our own body energy ? Research reports that a disciplined and focused lifestyle effectively helps in achieving more in less time. Don’t miss this excellent article by Tony Schwartz it provides a whole new perspective on how to manage and expand that valuable resource called energy. Take the self-assessment tool provide by Mr Schwartz to see if you are heading for a personal energy crisis. Good Luck and fun with this it will provide a reading on your ability to recovery and stay healthy in our fast-paced world. http://hbr.org/2007/10/manage-your-energy-not-your-time/ar/1

21
Sep
11

Fact: 80% of employees not involved or engaged at work. Want to change this situation?

In the past I have blogged about the chain for success in motivating and creating engaged employees. I have used SAS, rated last year as number one or best place to work and Whole Foods as models because they pay a living wage above their peer group, individual opportunities for growth through education and training and create pleasant, safe and involved workplaces. The results show if employees are treated fairly and with respect then customers will be satisfied and beat a path to their door. I have ask you to reflect on what a great workplace would be like and you respond with replies that essentially follow some of the elements Tony Schwartz in a recent HBR article. I think Mr.Schwartz has it right and wanted to share some of his observations and insights. He and other researchers have found  – That only 20 per cent of employees around the world report their excited and fully engaged at work. This group sees work as a “want to” not as a “have to”.  This 80/20 gap has important significance for workers, company and especially customers.  Mr. Schwartz says “It’s a disconnect that serves no one well. So what’s the solution? Where is the win-win for employers and employees? The answer is that great employers must shift the focus from trying to get more out of people, to investing more in them by addressing their four core needs — physical, emotional, mental and spiritual — so they’re freed, fueled and inspired to bring the best of themselves to work every day.” He identifies 12 elements for successful workplace that engages and respects employees. For example he talks about sharing the wealth and rewards of profitability with all stakeholders. This element would say to employees we ar all in this venture together “Give all employees a stake in the company’s success, in the form of profit-sharing, or stock options, or bonuses tied to performance. If the company does well, all employees should share in the success, in meaningful ways.” He cites  11 other elements that lend credence to his theory of how to go about creating a win-win environment for all. In this article you are provided with a standard to measure your company against. So get busy seeing if your company passes the test of employee engagement and if you are in a position of influence start thinking about what needs to be changed in your workplace to create an environment that gets everyone engaged and supportive of the organizations mission and vision. .

23
May
11

Unlocking the Mysteries of Motivation: How to Make Work more like play?

Mystery of Motivation–Identifying and Mobilizing Our Strengths !!! 

Peter Drucker was correct when he said, “Effective management is the productive use of strengths.”

The success of a business takes energized and motivated workforce. The one question I always get at my workshops are how do you motivate people to care about profits, quality and customer service which are the cornerstones to a successful and dynamic work place. My answer is that you can’t directly motivate others but you can create work conditions and climate for them to bring forth their best efforts and hopefully succeed in reaching their personal and organizational goals. Motivation is now considered a cluster of attitudes, strengths and abilities that reside in the nature and personality of the person.

No assessment, no profit, no sophisticated information system, no plant or process or product, no clever ad or marketing campaign, no demands or controls, or money incentives, no employee involvement teams, quality process or other motivation gimmicks that managers can put together is equal to identifying and hiring people who have demonstrated success in the past and are desirous of achieving it again. Selecting talent and human resources is the key factor in creating an excellent workplace culture.

Beyond the IQ’s, credentials, and experience that people may bring to the organization a great reservoir of motivation lies at the heart of how they are treated, perceive the culture and if they want to do their workplace tasks can ultimately make more of a difference than intellectual gifts, knowledge and experience and produce all the difference in how well they do on the job.

That unseen by the piles of application forms, personnel files, measurement systems, and performance reviews and 360 feedback processes —and often a mystery to the worker themselves—is a vast resource of talent and strengths that, for the most part, is barely tapped.

That nothing of consequence happens at any level in an organization unless it is propelled by the strengths of the people on the team seems like common sense, yet how to identify and jump start this reservoir remains a mystery to most people.

That every person is unique—truly one of a kind.

This insight enables a company to assess job fit and predict how a person is likely to accomplish their responsibilities—or, as often as not, reshape their responsibilities into something they can live with. In the ideal, an organization will seek to maximize people’s strengths and minimize the effects of what they lack.

Companies will dramatically improve performance if they place people in key roles who are inherently enthusiastic about the work they are doing.

Fulfillment and success are open to anyone who finds the place and level of work that suits what they naturally bring to the task by virtue of their talents.

So what is a strength or talent and how do we identify them and create a workplace that supports these talents.. Maybe we can better understand strengths and motivation if we contrast and compare work and play situations.

Exercise for more understanding: Take a blank piece of paper and draw a straight line down the middle. Then on the left side of the paper ponder what makes play fun and then on the right side right down what makes work seem so difficult and different from play. Then ask yourself the reflective question how to I  make work more like play?

21
Dec
10

Turn Your Dream into an Entrepreneurial Success through Optimism — The “Life is Good Story”

“Perseverance and Optimism can take you anywhere… If you don’t succeed at first–try,try and try again and ”know who you are, and live it”.  Bert Jones


Original Jake drawing, July 1994 SEE: Life is Good Story


How it started–The Struggle

After six years of struggling the brothers went to a street fair, they printed up 48 Jake shirts for a local street fair in Cambridge, Massachusetts. They laid the shirts out on their rickety card table. By noontime, all 48 of those tees were gone. A star was born. Soon Jake was introduced to local retailers, and his simple message of optimism was embraced like nothing the brothers had ever seen. As demand for product soared, Jake’s team grew, and the Little Brand That Could began to spread across America.

“Know Who You Are and Live It”

The success mantra often repeated by Burt is “know who you are, and live it”. Now Bert’s no social media guru, nor is he making money from his insight (I believe he donates a lot of his speaking fees to charity – Of course hind site is 20-20. And this quiet, down to earth, and ordinary is simply trying to figure why their idea was a success. May be it is just luck and if you think or don’t know if you have a great idea or not  on other people will let you know if it is a flash or bust. His insight has helped him translate a feeling, an emotion, and a mission from his heart to employees and loving customers. Today, the New England based Life is Good brand stays close to its roots, with an emphasis on optimism, simplicity, and fun. Through Life is Good events, positive work environment  and creative products Life is Good team keeps the fun at work flowing.

His insight has helped him translate a feeling, an emotion, and a mission from his heart to employees and loving customers. For what ever reason luck, timing and great visually designed products the company has been a phenomenal success story. In 15 years , Life is Good has gone from nothing but a dream to a  $ 100 million dollar topline business. success.

In fact, there seems to be nothing Bert and John can’t do with Life is Good business — except articulate why they were successful. While they unquestionably put in the hard work went through the up’s and downs of an entrepreneurial venture , they’re quick to tell you that they were initially lucky and naive about what it would take to be a retail success.  Bert tells an engaging story about their boot-strapping beginning and how lucky they were to make it happen. The “it” is  still a mystery to the founders. Maybe we can hope that someday the details can be captured for the rest of us trying to get our dreams off the ground. The only think I have gleamed from their story is to pay attention to what you have and be responsive to what customers want and give it to them. Next  show patience, listen to others ideas, learn from your mistakes and keep taking risks as long as you can. In the final analysis their secret was to have faith and belief in themselves and be optimistic about their venture and how they lived their lives.

“Optimism focuses on what’s right with the world, rather than on what’s wrong,” says Bert. “It’s tremendously empowering.” While not an action in and of itself, it invites listening, collaboration and outreach. “It allows you to meet new people, learn new things,” he adds. “It’s the belief in the possibility of something —  because then there’s a chance of getting there.”

So what is stopping you from getting your dream job or starting your dream business?

27
Jul
10

How to Create Satisfied and Loyal employees? SAS named #1 as BEST place to work

“SAS starts with the belief that we are in the business of people – whether that is with customers, employees or business contacts.—Jim Goodnight CEO, SAS

The management cure for low productivity is typically to push workers harder. Unfortunately, the side effects of crushed morale and decreased job satisfaction can have the opposite effect. There is another way. Build a great climate to work in. Treat people with dignity and respect. To me it is in the aligning of values and in the doing that we create and sustain satisfied employee.  A prime example, is SAS, named the #1 company to work for in the US by Fortune. As the CEO Jim Goodnight of SAS says, ” the wonder isn’t that his company is so generous, but why other presumably rational corporations are not.” Academicians confirm that SAS policies and organizational climate augment creativity, reduce distraction, and foster intense loyalty — even though SAS isn’t known for paying the highest salaries in its field and even though there are no stock options.

Continue reading ‘How to Create Satisfied and Loyal employees? SAS named #1 as BEST place to work’




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