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How-to
Articles:
Emergency Management,
Safety & Security
Safety
& Security in
the Workplace
Job Descriptions: Dead
Wood
or Living Tools?
What Do Consultants
Do?
Defining Service
Customer
Service analysis
The Learning
Organization
Demystifying
Training Design
New Employee
Orientation
Seeing Things
from the Customer's Perspective
Understanding
Employee
Drives and Motivations
Beyond Training:
Training and Development
Energize Your
Team
Achieving Goals
Through
Training and Development
Cross-Training
as a Motivator
How can I motivate
my Employees?
New
Managers and
Supervisors Expected
to Create a Motivated
Team
Think Strawberries
A lesson in creative management,
employee training and sales!
"If"
by Rudyard Kipling,
wise
words of advice
Networking
on the Net
Ethics,Courtesy
& Professionalism
Your
Electronic Signature
As A Marketing Tool
Marketing Your Business
on the
Web
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you sure people are really who they say they are? Check with this
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News Highlights
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Copyright © 2001 onwards Claire
Belilos
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Do not miss
reading excerpts from Easytraining
Insights Digital
New
Department Heads and Supervisors are Expected to Create Motivated
Teams as Soon as They Take Over
regardless of the problems they themselves encounter in their new
positions.
Emergency
Management, Emergency Planning, Safety and Security
More on Cross Training in issue No. 27 of December
12th, 2003 added to our original article on cross training at http://www.easytraining.com/crosstrain.htm
Anyone
who inspires others, creating followers, is a leader, regardless
of rank. Spot
those leaders in your organization and use them for positive purposes.
We
must now look at customer loyalty, department heads and employee
loyalty from more realistic perspectives. It is a whole new dimension.
Identifying
the reasons for Employee Turnover: You have to dig beneath the surface, use
powers of deduction, and come up with creative solutions. You
also need all the gifts you have to come up with a new, creative
way, of generating business.
Serious problems in the organizations are often
swept under the carpet. One of the most important responsibilities of managers,
supervisors, and consultants is to solve problems. One cannot
continue doggedly along a certain path if the problem persists.
This is an indicator that the path and tactics were ineffective
or that there was a “wrong take” on the problem. One tends to throw
the blame on “others".........
Some Suppliers, depending on the nature
of their business, can conduct cost-free training for your employees - use them!
Management
Communications in the Workplace - are all those memos really necessary?
and how do others perceive what you communicate?
The main issue raised here
is the deplorable “Us” and “Them” syndrome between management and employees, which
seems to be quite widespread, causing much of the lack of motivation
and loyalty on the part of employees. Instead of working together
to build a healthy organization, where everyone can advance and
prosper, offering the very best service to customers, the abyss
between management and employees seems to grow larger.
It is not only managers
who are to blame, but also labour unions, some of the many lawyers
who are always ready to enrich themselves by encouraging employed
people to sue organizations even in unjustified circumstances, as
well as employees and ex-employees, ready to jump at a chance to
sue........ (followed by explanations of what positive organizations
do instead).
"Walk
the Talk" - We
cannot demand from employees unless we ourselves conform to the
values and standards we demand from them. This is one of the
first steps to take when sowing the seeds of employee motivation.
There is no "partial" motivation. Employees
must trust and respect us, see that we do everything within our
power to run the business efficiently to make it a success. We
cannot throw this responsibility on them. We lead and prepare
them to be able to follow as per our (and customers') expectations.
It is up to us to demonstrate how to leave personal interests
on the back-burner and work together to achieve organizational success.
Blend
employees personal values with corporate values. Discuss, share, find
the common denominators.
The Astronauts of the Columbia space shuttle and their families formed unshakable bonds of
friendship because of the values they shared despite their different backgrounds. What
made the late Israeli Astronaut Col. Ilan Ramon the darling of so
many? The personal values which led him to ask for kosher
meals from NASA (out of respect for Jews everywhere, though he himself
was a non-observant), a symbolic object from the Holocaust to carry
in space, conduct a Sabbath blessing in space, and communicate the
serene beauty of mother earth as seen from space, urging to defend
this beautiful globe "with all our hearts".
Corporate values are not just a formula one
comes up with to please others. They must be regularly revisited
and discussed. They must be responsibly applied. Responsibility
goes beyond the interests of the owners and shareholders.
Customer
Service is more than a smile. Before you plan for Customer Service training
for your staff, review the basics: What do your job descriptions
and employee manual communicate? Are they tools which actually
explain to employees what your company is about, your values, your
goals, your marketing objectives, and what is expected of them?
Do today's
technological facilities such as in Call Centers make the customer
experience more enjoyable or more frustrating? Read the Fast Company article
and feedback on the subject at http://www.fastcompany.com/online/45/customerservice.html
Little
does the caller know: Some
Call Centers are located in remote countries such as India to cut
down on payroll and operational costs
Identity Theft by Employees: Do you cancel and change passwords
and access codes as soon as employees leave the company?
Gourmet Meals
on Flights: Suscriber
Kevin Fields (U.K.) explains why airlines can never compete with
"gourmet" restaurants (we lose 30% of our taste ability
when we are over 35,000ft. in altitude.
Are our expectations of employees too
high? Do
we take into account temporary human failings? Do we expect
nothing less than perfect performance? Of course we do!...
but what guidance and support do we provide?
Theft and Disloyalty by Company
Staff - What
are we supposed to do? Report or not? What are the ramifications
in either case?
How to make the best use
of Students and Management Trainees
Be specific when defining
Training Needs - State clear, results-oriented Training Objectives.
Express these in terms of "trainee learning and behaviour"
Who determines what Quality is? The Customer? Management? Employees?
Can we ignore
Problems? Since
all humans and businesses are inter-dependent, we encounter problems
which need to be resolved. The sooner the better. Sweeping
them under the rug causes them to fester. Kicking them
off a mountaintop causes them to snowball.
When you have
a supervisor or employee who is frustrated or impatient for promotion,
what happens when you shut your eyes and ears to this situation?
When you become aware of an employee or other entity who tries to incite trouble, but you choose to ignore it, what are the results?
When you ignore or postpone
handling of justified complaints, what is the outcome?
How should you
handle Disruptive Customers and Obnoxious People?
It all
boils down to Respect
Service Personnel are NOT Servants
but Professionals providing Service
Employee Bonding at
the Workplace
- This is a phenomena worth studying, thinking about, and acting
upon.
Look
around to discover the great services people's minds have conceived,
finding solutions to economic challenges! Appreciate all "creations",
not forgetting input by employees.
Breach of Company Ethics begins with little acts such
as "taking" paper clips for use at home.
"Fun" at Work should
happen as a result of effective management and programs and is not to be aimed at as
an "Objective" in itself, which would make everyone forget
actual company goals and the real objective of programs and activities.
Question
from a Subscriber:
" What concerns
me most is the low morale among employees, feelings of "its
not my job", finger pointing etc. This holds especially
true among dietary aides and hostesses. The two groups seem to be
at odds with each other, hostesses don't think the aides do anything,
and vice versa.... I often find myself stopping people from bad
mouthing the other group, etc. They just don't recognize that the
other is part of the team, with the same goal of getting the work
done. We often joke that, if they spent as much time working as
they do griping, the whole dept would be a better place.
" They
give the new people very little patience, before they turn on them
and do the same thing.
" The
situation has now improved because, at least in the hostess group,
we are getting some softer spoken employees, which is a breath of
fresh air. However we still have a long way to go.
" Why
does it seem like the employees who are the best workers are also
the ones with the biggest mouths??? "
Additional Safety
and Security tips:
Check recruitment practices, check on existing employees,
implement policies whereby no member of the staff can bring or take
parcels in or out of the workplace, regularly check employee lockers,
handbags and purses, tightly control all “exits” (especially in
the back-of-the-house), have exits manned by security officers,
forbid previous employees from entering the workplace unless they
obtain prior approval in writing (which they should bring along
or be denied entry), instruct and train employees regarding these
subjects, insisting that they immediately report any unattended
bag, parcel, or luggage...............
Feedback and Questions from Subscribers with responses.
Different Worlds and Cultures
converge at the Workplace.
Always explain "why"
and "how" to managers, supervisors and employees if you
want "learning" to occur.
Remember the "what's
in it for me" precept which is the main motivator of all people.
Cross
Training solves many performance problems and helps people advance
their careers.
People with physical handicaps often prove
to be excellent performers. Learn how to treat them with more
humanity as explained by Mr. Mark Leeds in his article "Think
Before you Speak or Write", From Rights and Responsibilities People with Disabilities
in Employment And Public Accommodations, Mark H. Leeds (City of
New York 1990)
http://codi.buffalo.edu/graph_based/.legal.cases/.rights.resp/.think
The Pros and Cons of Online Testing for
Service Personnel
Employee
Incentives
If these subjects interest you subscribe at http://www.easytraining.com/easynews.htm
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