It's pretty amusing to watch people during this period. Everyone at a frenzy, rushing to beat the Christmas rush, paperbags in hand and children sometimes in tow. I found it to be literally easier to win the lottery than to find a parking space in the malls!
The beauty though in all the madness is the reason WHY people are in crazy shopping mode: they're in it for someone else. I observed that almost every shopper I see is singleminded in making a loved one, a colleague or friend a bit happier.
In a few days I'll be speaking to an esteemed company in the health services industry on the topic of Customer Service Excellence. In my years of being in corporate sales and handling people on the frontlines I have been able to gather a wealth of experience and training on this field. But as I synergize all of this information and as I write all of them down I realized one important thing: everything I have learned in the area of selling is practically useless!
Why?
Because I was viewing customer service excellence from the wrong perspective. Let me give you some tips that I will share on my talk on what people and companies that exemplify unforgettable customer experiences do well.
Remember I mentioned that as I was collating my best tips I viewed it from the wrong perspective. As I started writing my speech I realized that I was looking at things from the sales person's point of view.
Wrong.
All of us are customers. We have had our share of the good and the bad when it comes to dealing with the courteous and accomodating as well as the rude and indifferent. To give something you know will be appreciated and remebered we should look at it from the recipient's POV.
I started out my "serious" career in Sales going around Divisoria, Recto, Avenida and Marikina selling shoelaces and excess leather to shoe stores. Other than that I've probably sold everything else like insurance, vitamins to make up.
And I'm an accountant.
Selling is a very rewarding career and is probably the highest paying job out there if you do it right. So I'm giving you a few tips on how to start your initial sales pitch to that client, employer or would be girlfriend with the
Sell Anything Script. I wanted to give you something you can print and use offline so feel free to save a copy.
Yes you can use it on any occasion, as I said we're all salesmen anyway.
Click on the link below and you can download this pdf absolutely for FREE!:
Just recently, an esteemed retail multinational (did I give away the clue?) asked me to work with them on creating a mentoring program for their Business Unit Managers. As I started to work on my framework I felt the need to share with you some of the insights I had while making this program. Though my subject matter was focused relatively on mentoring, one question kept popping in my mind that I am sure most of you would love to have the answer to:
How do I make my employees do what I want them to do?
Inside the cage, hang a banana on a string and place a set of stairs under it.
Before long, a monkey will go to the stairs and start to climb towards the banana.
As soon as he touches the stairs, spray all of the monkeys with cold water.
After a while, another monkey makes an attempt with the same result - all the monkeys are sprayed with cold water.
Pretty soon, when another monkey tries to climb the stairs, the other monkeys will try to prevent it.
Now, turn off the cold water.
Remove one monkey from the cage and replace it with a new one.
The new monkey sees the banana and wants to climb the stairs.
To his surprise and horror, all of the other monkeys attack him.
After another attempt and attack, he knows that if he tries to climb the stairs, he will be assaulted.
Next, remove another of the original five monkeys and replace it with a new one.
The newcomer goes to the stairs and is attacked.
The previous newcomer takes part in the punishment with enthusiasm.
Again, replace a third original monkey with a new one.
The new one makes it to the stairs and is attacked as well.
Two of the four monkeys that beat him have no idea why they were not permitted to climb the stairs, or why they are participating in the beating of the newest monkey.
After replacing the fourth and fifth original monkeys, all the monkeys that have been sprayed with cold water have been replaced.
Nevertheless, no monkey ever again approaches the stairs.
Why not?
Because as far as they know that's the way it's always been around here.
This is a story of how valuable an organizations culture is. It's quite funny.
A highly successful Human Resources Manager was tragically knocked down by a bus and killed. Her soul arrived at the Pearly Gates, where St. Peter welcomed her.
"Before you get settled in," he said, "We have a little problem... you see, we've never had a Human Resources Manager make it this far before and we're not really sure what to do with you."
"Oh, I see," said the woman. "Can't you just let me in?"
"Well, I'd like to," said St Peter, "But I have higher orders. We're instructed to let you have a day in hell and a day in heaven, and then you are to choose where you'd like to go for all eternity."
"Actually, I think I'd prefer heaven", said the woman.
"Sorry, we have rules..." at which St. Peter put the HR Manager into the downward bound elevator.
As the doors opened in hell she stepped out onto a beautiful golf course. In the distance was a country club; around her were many friends - past fellow executives, all smartly dressed, happy, and cheering for her. They ran up and kissed her on both cheeks and they talked about old times. They played a perfect round of golf and afterwards went to the country club where she enjoyed a superb steak and lobster dinner. She met the Devil, who was actually rather nice, and she had a wonderful night telling jokes and dancing. Before she knew it, it was time to leave; everyone shook her hand and waved goodbye as she stepped into the elevator. The elevator went back up to heaven where St. Peter was waiting for her.
"Now it's time to spend a day in heaven," he said.
So she spent the next 24 hours lounging around on clouds and playing the harp and singing, which was almost as enjoyable as her day in hell. At the day's end St Peter returned.
"So," he said, "You've spent a day in hell and you've spent a day in heaven. You must choose between the two."
The woman thought for a second and replied, "Well, heaven is certainly lovely, but I actually had a better time in hell. I choose hell."
Accordingly, St. Peter took her to the elevator again and she went back down to hell.
When the doors of the elevator opened she found herself standing in a desolate wasteland covered in garbage and filth. She saw her friends dressed in rags, picking up rubbish and putting it in old sacks. The Devil approached and put his arm around her.
"I don't understand," stuttered the HR Manager, "Yesterday I was here, and there was a golf course, and a country club, and we ate lobster, and we danced and had a wonderful happy time. Now all there's just a dirty wasteland of garbage and all my friends look miserable."
The Devil looked at her and smiled. "Yesterday we were recruiting you. Today you're staff."
A vision is not just a picture of what could be; it is an appeal to our better selves, a call to become something more.
Rosabeth Moss Kanter
I want to share with you a conversation I had with a client of mine whom I consider also a friend Mr Jon Herrera. Jon along with his sister Rosario are the people behind some of the newest and trendiest places such as Greyone Social, Status Magazine, Styles Entertainment, Trilogy Boutique, Embassy Superclub and now Encore.
After just several years Jon and company had been able to create and reinvent the way we shop, dine, party and be entertained. As early as 2003 I've had this sort of prediction that a new breed of businessmen, from different originations, philosophies and cultures are going to take Philippine business by storm. The umbrella company of Styles Entertainment is definitely one if not the first of them.
I was having lunch with Jon early this year and I was asking him how he started on his journey to success. His answer to me was very simple yet profound. He said
"Everybody sees the swan but not the ugly duckling that came before that."
Simple, but very true.
He then went on to share his story with me when he was just 18. He said he wrote down in his journals his visions for his future. He wanted to be a DJ, own a cafe and restaurant and be a successful entrepreneur. Coming from a conservative background in the States he did have his share of doubters and naysayers, but went on to burn his ships as the story goes and never looked back. True enough though, acting as if it was impossible to fail Jon realized his dream of becoming a DJ, owning a cafe and restaurant, while having the time of his life doing it!
So what made the difference for Jon that's so elusive to so many? Was it a cosmic alignment of the solar system that made the sequence of events conducive for him to succeed or was it just a lucky roll of a dice? Did he have something about him the same with every other successful person that none of us has discovered yet?
I have had the wonderful opportunity to help several companies create and develop their own Values, Mission and Vision statements. Most if not all of them do this to reevaluate their corporate direction and culture. These companies ask the ultimate questions: Why am I here? Why do I exist, and am I on the right track?
Picture yourself like a ship, complete with a dock, sail and crew. Chart a clear course and more often than not you will reach your destination. Get that same ship, complete with everything but a destination and you will get nothing but a piece of metal and wood being swept by the waves treading where the winds take it. You'd be lucky if you ever leave the docks at all.
The very first but also most important step in Personal Development is creating your own vision. Unfortunately this is where a lot of people get stuck or get it all wrong. "To become a millionaire by thirty" or "Simply fulfill my dreams" won't cut it. I have several signposts for you that I hope can help you draw up a clear vision for yourself:
1.) Whose dream is it? - a lot of people get caught up in the hype of materialism that they are lead to believe someone else's dream is also theirs. Are you pursuing a career that YOU chose yourself or did someone else plot it out for you? I took up Accountancy in college only to find out I didn't want to spend the rest of my life behind a desk. I found out later on that I enjoyed designing and being creative. I particularly enjoyed interacting with people, a lot of them which was something I wouldn't have been able to do in front of ledgers and worksheets.
On the other hand, so many of us believe that having a six figure salary is the penultimate point that you have "made it" Tell that to a friend of mine named Eugene who works as a highly paid executive in New York. He does get his six figures, the quarterly travels and all the perks but never considers himself a success. His setbacks in his personal relationships mask the glitter of all the rewards he's been receiving. Wouldn't you want to be working so hard and be genuinely thankful, not resentful for where you have gone? If you kept on doing what you are doing now, where would you want to be? This brings me to the next point:
2.) What pushes you? - I sincerely believe that one of the best motivators for any person is the opportunity to be recognized for something they do well. With that being said I understand why some many people dread going to work everyday. They simply are not in a position where they have the chance to shine, or are doing something that does not credit their talents and skills. What is it that you are good at? Is it making and executing sales presentations, designing marketing collaterals or putting together software programs? This is called your core competence.
Your core literally means from your center, your gut. This is what keeps your creative juices flowing, it's what excites you to come to work in the morning and stay up a little bit more at night. Eventually this core competence is what picks you out from the crowd and gets you ahead. Identifying a person for what he does well and rewards him for it in time pushes them to go further in performance and deeper in commitment.
Sadly not too many of us are in a position right now where we are chasing a dream we have always wanted, or do something that fuels our God given abilities but do not despair. Today is as good a day as any to reflect and take action. Companies go to great lengths and distances to conduct strategic planning sessions. I just hope they don't come out of those brainstorming sessions just to reiterate a singular vision of being more profitable.
Ask yourself the questions I posed on those signposts, see if your personal mission aligns with the culture of your company and that it fosters the development of your talents and skills. If you suddenly find yourself lost and in need of a push, just keep that image of where you want to be, how you can help other people and make a difference right in your sights. Then ask yourself the same question Jon gave me once you've finalized your vision:
I'm hooked on the show Top Chef. It's showing daily on one of our cable channels and I only catch reruns at 11:00pm and I try not to miss a single episode. It's the only reality show I ever really watch maybe because deep inside all of us is a longing to become one. Being a chef has become increasing popular a client of mine once said they're the new rockstars; immensely popular, culturally refined and besides, women love a man who can cook.
For the life of me I can't even boil an egg, or know what's one cup of anything! But one thing I love about Top Chef is the human dynamics of it all. They get chefs from all over the US and throw them in different situations where they need to rise to the occasion. Since each contestant has different personalities they respond to the challenges differently, and with notable results. One can be thrown curveballs on every challenge and create a masterpice meal, or for others just a complete disaster. The worst performances are eventually voted out by a panel of their expert peers.
What's nice about the show is that it parallels the workings of daily life situations, even mimicking the complexities of our own corporate scenarios. At the end of every show one contender is eliminated with the outcast being given their last say. What's interesting is that a huge majority of the show's evictees always mention how much talent they have, how good they are and that they shouldn't have been voted out. If all of them truly believed that, then why were they eliminated?
This brings me to the question: is talent never enough?
You've seen this happen so many times. Some people get promoted, some do not. Some of them might be observed as less equipped or talented than the others but eventually are the first to get the promotion nod. The ones left behind then wonder if there's a flaw in the system or if it's even fair. Does some form of favoritism exist or are the bosses probably out of their minds! So isn't it enough that I was voted most likely to succeed or the declamation champion in school to be the one to get ahead in life?
Apparently talent for some seems to be enough, but you've probably seen the outcome of that as well. Hotshots believing that a school name or accolades give them enough of a swagger for the entire universe of opportunities to just open up to them. They believe they deserve to be recognized, and that it's everyone's job to accord them such.
Cue buzzer: Bam! Wrong answer.
First, it is good to be talented. But I also believe everyone is talented to begin with, it is what God gave all of us. We were once potential prodigies of some sort to begin with, and I do not believe any single person is more talented than anyone else. Others are just lucky enough to grow up in a family and environment that fostered and supported their talents while others unfortunately were not.
Take this as an example. Michael Jordan wore the number 23 because he believed he was only half as good as his brother Larry, that statement coming from the greatest basketball player who ever lived. He honestly believed his brother was twice the man he was on the basketball court. But MJ never sat on his "half" talents just as well. He had a burning desire to improve and be better than his brother so he spent hours upon hours practicing something that is as important as talent: skill.
A skill can be defined as the ability to do something through practice and training, take note of the words practice and training. It is applying everything that you have learned in school, through research and observation or directly from experience. Your negotiation, persuasion, writing and presentation skills are what you master through constant repetition and modification. Learning to play defense is a skill as important as the natural ability to dunk the ball with ease. MJ would have never been with one without the other. In the same way your natural ability to persuade potential clients to buy would have been amiss without the ability to organize your thoughts into a comprehensive sales presentation.
Daniel Goleman, the leading authority on the subject of EQ or Emotional Intelligence noted that many of today's managers were promoted due to their innate competence in their fields or departments. They can be so-called natural born salespeople or IT whizkids who get to their positions because of their combined talents and skills. The flipside of it all though is that they become failures as managers or leaders because they lack a very important trait: Character.
Character is said to be a set of qualities that make a person different, special and admirable. Well, so much for half of the contestants of the show. A lot have more attitude problems than attitude advantages. One of my mentors told me that character is the glue that holds talent and skill together; the body frame that holds two wheels for the bicycle to move forward.
In most of Top Chef's challenges the contestants were asked to work together to either do catering for a large group of people, or 5 course dinners for a few. In these instances the best and the worst of each one really comes to the surface. Just as in our families, offices and communities, the need to work together becomes daunting when integrity, honesty and trust is a missing ingredient. Most people respect technical competence in a boss but would only follow them so far. To expect extraordinary results becomes impossible.
I would love to be purely talented, but only maybe if I was a triathlete or soloist, where the choice to compete with others is greater than to work with them. But then again what's the use of the prize when you don't have anyone to share it with?
Besides, in all the seasons I've seen, the one who works best with everyone else is the one who becomes Top Chef. I'll take that recipe for success any time.
"I'm sorry Randy, but we’re not into training right now."
I was floored, appalled even by the presuppositions of some corporate "leaders" we have today.
"I know that already" or "Been there, done that" is their common response. They have this chip on their shoulders the size of boulders. But rather than be offended I actually pity them sometimes. They actually don't know what they're missing. And believe me, they're missing a lot.
I tend to blame our current system of education sometimes for this predicament. Don't get me wrong, I'm not against teachers and the teaching vocation per se. Being a coach and trainer I am as much a teacher in that regard. Besides, teachers same as firefighters and policemen are such noble professions that I hope we could promote more.
The art of mentoring has given way to instruction. Do this and that without question. Our state of teaching has become predominantly left brain centric that it has lost touch with the "why's" and more of the "what's".
Kids nowadays don't know why they had to study Logarithms, Musical beats and the lifecycle of frogs. They're bored and resistant. That's why they would try to avoid the word studying as much as they can as if traumatized by the entire 14+ years of educational incarceration.
Pop quiz hotshot: What's the prevailing factor in the success of most businesses today?
Information.
It is the currency that fuels Social Media, the World Wild Web and the stability of the stock market. It is being informed that keeps most businesses from being outrun in a growingly competitive environment. It is the MBA graduate who keeps the senior employees always looking in the rear view mirror and the tech geeks lording over a fiercely expanding industry.
Our ability to learn and be updated has been so convenient and immediate that you can check your stock portfolio in the middle of the street. You can research your Biology homework with a press of a button or find and talk to long lost friends anywhere in the world.
The concept however of "outsourcing" information from consultant companies seem to be unnatural for some of us. I can only surmise that this stems from a certain level of personal insecurity. Honestly I couldn't blame them. Not too many would want to admit that there are things that they don't know or understand. It would simply be construed as a sign of weakness.
No worries Macho Man, but how about everybody else in your team?
Warren Bennis in his book "On Becoming A Leader" said:
"Adults learn best when they take charge of their own learning. Taking charge of your learning is a part of taking charge of your life"
Most people believe that learning stops midlife, and that the rest of a person's life is spent then on teaching and nagging our kids and grandkids with stories of old. Well these people should say that to Picasso, Churchill and Sigmund Freud.
Learning never stops, unless that is you've been living under a rock. Henry Ford said a person who stops learning is old. So if you are desperately looking for an anti aging supplement, try a book or two once a month for life. Increase dosage every month thereafter.
The most learned people would be the first to tell you that they never stop looking for ways to inspire, instruct and increase their lives so that they can inspire, instruct and increase the lives of others. Imagine this, if the average person reads around 220 words per minute and reads a book for 20 minutes a day everyday, that person would have read twenty 200 page books in one year!
So what you say? I heard this story one time from Author and Cultural activist Alex "Pinoy" Lacson during his days in UP. A classmate of his bragged he will one day be the Editor In Chief of , UP's official paper. This man had a vision, and was totally committed to it that for one hour per day everyday he would read a book. He did this habit for all of his collegiate days until he eventually landed the editorial gig in his senior year!
And the stories such as these abound. The saying is true. Anyone who can read but doesn't is just as good (or bad) as anyone who can't.
Where do you stand? How much do you know about the intricacies of your job, your industry and your business? Do you consider trainings, seminars and workshops as an unnecessary blot in the expense ledger? Or are you secure enough to say you need and want to learn, feel and experience more?
If you are a parent, manager or someone whom people look up to, do yourself a huge favor and pick up a book, or plug in a motivational cd. You not only improve that gray matter in between your ears but also create a good example for everyone else to follow. The best amongst us were NEVER content of what they already know and were always looking into continuously improving themselves.
As many others I have found 3 steps in the learning process and they are:
1.) UNLEARN - What you thought you knew yesterday is probably all wrong today. Customer demands, technology and business processes evolve in a blink of an eye that it is true that to miss a beat is to miss the boat. Be ready to let go of what you thought was right and all it's prejudices and start looking outwards.
2.) LEARN - The process of acquiring USEFUL information. Finding the necessary resources that will help you improve in your field. But learning isn't just gobbling it all up, but rather a process of synergizing and synthesizing. Pick up what is useful and relevant then weed out those that don't sit well with your perspective.
3.) RE-LEARN - Self education literally becomes a habit, and a good one at that. Be tenacious and hungry for improvement. The little increments of improvement done daily creates the world class performer. They say talent is never enough and it's true, unless you pair it with a drive to relearn.
This goes back to the proverbial getting out of your comfort zone and adapting to the changes in the industry. They say you can’t teach an old dog new tricks, I say it depends on the trick and the dog. 20 years or so from now I would probably dread learning what would be the "in" thing in technology and communications but will give in nonetheless. Right now we are probably wondering what else could replace Facebook or Twitter? Heck nobody ever thought anything could beat Friendster and Myspace!
Ever thought if your style of management is the same in other parts of the world or do you still believe the garbage bag Leave Alone Zap You style is the best approach? Red or BlueOcean? Ever heard of Green Ocean Marketing?
Don't know where to start? Try looking into material related to your biggest passions whether it be cooking, personal development, self help or business. Subsribe to blogs like these and useful articles on the web. Click that "Like" button on sites of inspirational people and organizations. Or better yet, pick up the best selling book of all time even without pictures; the Bible, and feed not only your mind but also your soul.
Randy Pausch died of pancreatic cancer in 2008, but wrote a book 'The last lecture' before then, one of the bestsellers in 2007. What a legacy to leave behind…
In a letter to his wife Jai and his children, Dylan, Logan , and Chloe, he wrote this beautiful "guide to a better life" for his wife and children to follow.
May you be blessed by his insight.
POINTS ON HOW TO IMPROVE YOUR LIFE
Personality:
1. Don't compare your life to others'. You have no idea what their journey is all about.
2. Don't have negative thoughts of things you cannot control. Instead invest your energy in the positive present moment
3. Don't over do; keep your limits
4. Don't take yourself so seriously; no one else does
5. Don't waste your precious energy on gossip
6. Dream more while you are awake
7. Envy is a waste of time. You already have all you need.
8. Forget issues of the past. Don't remind your partner of his/her mistakes of the past. That will ruin your present happiness.
9. Life is too short to waste time hating anyone. Don't hate others.
10. Make peace with your past so it won't spoil the present
11. No one is in charge of your happiness except you
12. Realize that life is a school and you are here to learn.
Problems are simply part of the curriculum that appear and fade away like algebra class but the lessons you learn will last a lifetime.
13. Smile and laugh more
14. You don't have to win every argument. Agree to disagree.
Community:
15. Call your family often
16. Each day give something good to others
17. Forgive everyone for everything
18. Spend time with people over the age of 70 & under the age of 6
19. Try to make at least three people smile each day
20. What other people think of you is none of your business
21. Your job will not take care of you when you are sick. Your family and friends will. Stay in touch.
Life:
22. Put GOD first in anything and everything that you think, say and do.
23. GOD heals everything
24. Do the right things
25. However good or bad a situation is, it will change
26. No matter how you feel, get up, dress up and show up
27. The best is yet to come
28. Get rid of anything that isn't useful, beautiful or joyful
29. When you awake alive in the morning, thank GOD for it
30. If you know GOD you will always be happy. So, be happy.
While you practice all of the above, share this knowledge with the people you love, people you school with,
people you play with, people you work with and people you live with.
Not only will it enrich YOUR life, but also that of those around you.
Today marks exactly one year from when me and my two kids finally stepped off from our neighbor's roof after two days of Ondoy's deluge. There were several lessons I derived from this experience that similarly affects organizations in itself. I want to invite you to reflect on this analogy and how we can adapt to it.
We weren't even on our own roof since our house had a protracted roof design so I had to swim across raging floodwaters a total of 5 times to bring my 2 kids, my in laws even our dog to the house across the street.
By the time the clock struck 6pm the waters had reached the second floor of our house so we had to make a decision to stay and perish, or take the risk.
In a cruel twist of fate all our windows were weld shut, no emergency exits. You don't think of this stuff when everything's fine and sunny. One brave neighbor had to swim under the waters to find their saw and hand it to me amidst the risk. I simply knew I didn't have enough time. Again our good neighbor tied a tire interior to downed power lines and threw it our way. With the help of 3 guys I was able to shuttle my family to the other side.
It wasn't much of a picnic on the other side either. We were a total of about 5 families on that roof since it was the nearest and highest. For the next two days and nights we had to endure the cold nights and scorching daytime sun. Only the kids were the ones who ate since supplies were scarce.
We barely made it with very little resources and a lot of natural curveballs thrown our way, but after 2 days of sun, rain, hunger and mosquitoes we made it out alive.
I know others had it worse and lost loved ones during that event. Looking back now there were 2 things I realized with this experience:
1.) Problems redefine priorities - A lot of furniture, clothing, jewelry and appliances were lost during that storm. Coming down from that roof we knew we were carrying with us nothing else but our most valued possesion; our family alive and intact.
Problems regardless of magnitude can disturb, shake up and distress anyone. Just look at how many lives were directly affected, even the ones in non affected areas and how a nation's emotion was stirred just watching the sequence of events.
Adversity has it's way of changing at how we view things, and how we put them in their proper perspective. In the movie "The Day The Earth Stood Still" humankind underwent an ideological cleansing of sorts facing the possibility of extinction. We were in fact facing the same situation. Had the waters risen any further there was no other place for us to go. And for most of us the thought of our own mortality does redefine suddenly our priorities.
Some experts say the likelihood of Ondoy happening again is next to nill. Nobody believes these "experts" anymore and honestly I don't care. Myself like a majority of people affected by Ondoy and Peping understand the perils. We saw death right in the eye; children, women, dogs and elderly people included. Anyone who has been in a traumatic experience can either tremble in the thought of a reoccurrence or they would grin and say "Bring it on!"
Oh and by the way my kids were laughing the whole time I was leading them across the fllodwaters!
Which leads me to realization number....
2.) Community is more powerful than unity - John Maxwell said in one of his talks that it is literally impossible to achieve the notion of unity because it meant everyone in the organization all agreed. If you believe that he says, you're probably smoking something.
A world, organization or entity that NEVER disagreed on anything is impossible. Unity can be achieved on one or several goals and visions, but not exclusively on every ingredient and methodology on how to achieve it. Everybody can be united on issues of world peace, climate change or how to reach this year's quota. But when the question emerges on HOW to achieve it, unity goes right out of the window.
Community on the other hand is closer to the truth as possible and is readily achievable. When you are in a community, it is automatic to presume that we have differing opinions and don't normally see eye to eye. We accept it as a fact that we don't always agree, but the key factor in a sense of community is that all of us understand and acquiesce that we are part of ONE team.
We can have our disagreements here and there, heck some might not even like how you look but eventually surrender to the bigger picture, that all of us form a singular organization, a sum bigger than it's parts.
I didn't even know the names of those people who helped me and family during that time of crisis, but helped nonetheless. Could they have had any pre-ordained assumptions on who I was a a neighbor? Maybe, but helped nonetheless. Could I have slighted them in any way even inadvertently in the past that might have changed their dispositions? Maybe, but helped nonetheless.
Look at your team right now. In the face of problems and imminent risk, do they bind together or scurry off in different directions? Is everyone united in celebrating this year's success but scattered and indifferent when the numbers were low the last?
Rather the usual united hoopla that happens during plenary meetings, try to establish a culture that will say "I may not have agreed with your idea, but I will support it nonetheless" then go ahead and celebrate it afterwards.
Build that level of confidence and trust in each other through the highs and lows. And when the lows do come up, grab each other by the hand and say..
Check out this week's blog post by one of our expert coaching partners. You can find her details after the blog.
By Flor Glinoga
Why talk about Ethics? Everyone seems to be ethical. They know how to behave at work; and do not steal stuff or harass people or…… but, why do these things happen?
·Being a little late to work occasionally?
·Surfing the web when you run out of things to do?
·Downloading some music to your computer?
·Installing software that is not approved by the company?
·Forgetting to handle a couple of tasks you were given?
·Getting stuck on a problem but not asking for help?
There are a hundred-fold of things that might seem “OK” with a casual glance but which can actually be “Not OK” in the sight of others.
At work, for example, the secret to not getting on the wrong side of your boss is to have a proactive attitude to your job. Even a job that may not be everything you want.
Here are some measures to practice:
1. Be Dependable.
Nothing is going to be as important to your supervisor as your dependability. This may not be so glamorous; but sure is a key to developing a trust relationship with your manager.
Be there, on time, every day. Stay there until the job is done, every day. Finish every task as quickly and completely as you can consistent with doing it right. Become a resource that the employer can depend on.
2. Be Curious.
Take an interest in the job, in the company, in the products, and in the markets for your products. Ask for training or advice when you encounter something new.
Get a book and read up on the technologies you are using. Understand your assignment both technically and how it fits into your manager’s goals.
3. Be Realistic.
In every job there are four or five elements of drudgery for every element of interesting work. Accept the need to do the dull, simple stuff as well as the fun stuff.
Remember that like most other new employees; start off with some simple assignments so the employer can see if you are dependable, curious, realistic, and much more.
4. Be Fussy.
Good enough usually isn’t. Try to always do the whole job well, including all the loose ends and “what-ifs”. If it has your name on it, or associated with it, you absolutely want it to be right, complete, and properly executed.
5. Be Professional.
You are a party to a contract. The employer is paying you and devoting resources to extending your education. In return, you owe it to that employer to put in a full day, every day. Use the Web and Internet as resources for the job when appropriate; don’t use them to kill time or avoid having to do something that isn’t interesting. See No. 3.
6. Be Balanced.
It is a job, not your whole life. Work hard at work; but keep your family, friends, significant others, and yourself in balance.
You will do better at work if you exercise every day; you will do better at home if you know you are doing your best at work. Keep your balance.
Here are some more tips when you get across these specific dilemmas:
How do you handle a problem?
Be thoughtful about your activities and you probably will not have a problem. However, if you should make a mistake…
·Be HONEST; let your supervisor know in a timely way so he or she is not taken by surprise.
·ANALYZE the problem; why did it happen? What will prevent it from happening again?
·CORRECT the problem as quickly and completely as possible. Do not sweep it under the rug.
What do you do if you run out of work?
Ask for more work and quickly! Let your supervisor know that you are done with your assignments (but be sure you really, really are done). If the boss is not around, ask someone else if you can help out with anything. Do NOT ‘take a vacation’ at your desk until someone comes along to give you another assignment.
Your supervisor just told you that you made a mistake, or need to improve something, or some other criticism. What do you do?
Do not panic, feedback is a routine part of every job. It is what you do with the feedback that matters. Rule number one: Listen and learn. Do not get mad, pout, go off in a huff, or exhibit other behavior that would make matters worse.
Feedback is essential to learning, accept it in good humor and set about changing what needs changing. When you think you have the subject of the feedback in the right kind of shape, ask for more feedback to see if the boss agrees.
The job turns out to be dull, repetitive, or in some other way just isn’t what you want to do. What can you do?
First, remember that every job has more routine in it than it has excitement, so evaluate the job across a long enough time frame to be sure you are not being too quick to judge.
Second, do not even think about slacking off “until they give me something interesting to do.” It does not work that way.
The secret to being able to trade in a dull job for a better one is to be the kind of employee that the company wants to keep. That means do a great job at whatever you are asked to do. Then you can negotiate for something else when the time comes!
For no reason that you can identify, you and your supervisor do not get along with each other.
This can be a difficult problem. The protocol in such a case is:
First, discuss your concerns with the supervisor. He or she may have some reasons for what you see as a problematic relationship. Be prepared to accept feedback and act on it. You have nothing to lose by bringing it up with the boss. Do not go over anyone’s head, though, until you take this step.
Second, TELL YOUR COACH or MENTOR that you have a problem so he or she can help.
One Final Thought
A job, like admission to the Company, is an OPPORTUNITY. Make the most of it!
Ms. Flor M. Glinoga, a Pyschologist,HR Consultant and People Dynamics' Management. Also a graduate of the Project Management Course, Flor has over twenty five (25) years of professional experience in the design, implementation and evaluation of training programs and organizational development HR Practitioner, and Executive Coach, is Profiles Asia Pacific's Master Trainor. Flor has a B.S. and M.S. in Psychology, and a Masters in Development from the Wharton School of Economics, University of p Pennsylvania.
The beauty though in all the madness is the reason WHY people are in crazy shopping mode: they're in it for someone else. I observed that almost every shopper I see is singleminded in making a loved one, a colleague or friend a bit happier. 
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