I have just read the most amazing book - and I have read A LOT of books over the last ten years. It is called Jolt Challenge - the self intelligence experience. As it turned out I knew one of the authors more than ten years ago so its a small world! Jolt is like every self growth/development/excellence book you've ever read cooked up in ONE book. The ideas in it are ESSENTIAL to anyone wanting an amazing life. They are the kinds of ideas you need to keep in the front of your mind constantly. I intend on adding it to my 'read constantly' pile - a pile which I just keep re-reading slowly to keep me on track. It is a NZ written book and gaining HUGE recognition internationally. Check out the endorsements here (brace yourself) http://www.joltchallenge.com/endorsements/ they've got Stephen Covey and Edward De Bono!!!! The full Jolt Challenge is actually a nine week program, I just read the book so don't know about the course, but imagine its even more incredible! Sorry for sounding so over the top excited about this book BUT it is one of those classics that you will keep forever. It will get you thinking about the right things, in the right way to achieve what ever it is you want in your life. It has soooo many key ideas condensed into this one book. Please please please get your hands on a copy - even if you just get it from the library I guarantee you will be out buying a copy before you are even a quarter through!
Learn more and download a sample of the book here http://www.joltchallenge.com/book/
Showing posts with label attitude. Show all posts
Showing posts with label attitude. Show all posts
October 21, 2009
September 7, 2009
Bring spring fever to your workplace
I read a thing in the paper about how spring can make people go a bit loopy. People start to exercise more, decide to quit smoking or similar. Definitely works on me! I llllove this change of seasons, in spring I start to bounce off the walls – longer days, flowers that smell awesome and the promise of summer to come. How can this spring fever be transferred into workplaces? Well, as a boss you could spring clean yourself. Change behaviours/policys that aren’t working or are negative and freshen up the workplace in any way you can. Change the day core, bring in some flowers, do something to excite the team. Life has seasons and so too should workplaces if you want to keep the energy of the team up. Time to lose the ‘recession’ mindset and ‘sort your sh*t out’ for want of a more polite term! If there is stuff lying around everywhere in your workplace (tut tut) clear that out too (yes a spring clean – does wonders for the soul). ‘Stuff’ you don’t need drains the energy of the place and the people. Be ruthless and sell/throw/donate what you don’t need.
How are you bringing spring to yourself and to your workplace?
How are you bringing spring to yourself and to your workplace?
August 26, 2009
Book Review: How To Keep Your Cool If You Lose Your Job
I finished "How To Keep Your Cool If You Lose Your Job" by Kathryn Jackson really quickly as I found it hard to put down. It is a book full of lots of tips, info, insight and advice AND it is also a workbook. As you read it you do the exercises and come out the other end with new direction, enthusiasm and clarity about your future work. It has lots of great real life stories from people that have been made redundant - how they felt, what they had to deal with and how they made it into an amazing opportunity. Many said they are glad they got made redundant as it totally changed their life for the better. As a career coach, Kathryn knows all the right questions to ask and these are included in tonnes of exercises in the book. This book very very clearly answers the "what next" those made redundant often feel. It includes everything you could, should and can do to ensure you end up in a role you adore. Kathryn outlines everything relevant in todays job market - including the recession (she even highlights which industries always survive during such a time). She talks about 'self talk' - keeping your head and being positive as redundancy can be really tough on your self esteem, family and lifestyle. There are also heaps of CV and interview tips. I really liked the exercise that gets you to look at the personal qualities a job requires then gets you to list your 'evidence' of having this quality. It will give any job applicant huge confidence. I'd say this book is a must read for people that have been made redundant, people in jobs they dont like, people that have no idea what they want for their career and of course other career coaches. You can buy it here http://www.homebizbuzz.co.nz/shop/product_info.php?products_id=530 or at Paper Plus.
July 16, 2009
Why you should eat lollypops at work
I often wonder a lot of weird ...I mean interesting things. Like why do you never see an adult eating a lollypop? Or a priest? Or a man in a suit? Don’t they like lollies?
I bet you know exactly what I mean – if you picture a well dressed business man walking through the CBD eating a lollypop I bet you would definitely notice him. You would be thinking “gosh look, that man is eating a lollypop”. It’s not that weird you know!
I saw a bizarre ...I mean interesting thing recently. It was a high school teacher on a skateboard. It was his lunch break and he was skateboarding to his home nearby for lunch. He looked every bit the sensible 30 something teacher, with glasses and some very good fashion sense (great shirt and tie). He stood out a mile off though, because he was riding a skateboard – not something I remember any of my teachers doing. I bet the students think he is awesome.
Sometimes in life we get too sensible. Somewhere along the line we unconsciously decide that it is not appropriate for adults to eat lollypops or ride skateboards. So we stop doing such things. The workplace is the same – sometimes it can have every inch of fun sucked out of it. That is why I love the below blog entry about eating ice creams at work.
http://www.bizzia.com/slackermanager/little-things-big-impact/
What similar fun things could you do to bring lollypops and skateboards into your workplace and keep them there?
I bet you know exactly what I mean – if you picture a well dressed business man walking through the CBD eating a lollypop I bet you would definitely notice him. You would be thinking “gosh look, that man is eating a lollypop”. It’s not that weird you know!
I saw a bizarre ...I mean interesting thing recently. It was a high school teacher on a skateboard. It was his lunch break and he was skateboarding to his home nearby for lunch. He looked every bit the sensible 30 something teacher, with glasses and some very good fashion sense (great shirt and tie). He stood out a mile off though, because he was riding a skateboard – not something I remember any of my teachers doing. I bet the students think he is awesome.
Sometimes in life we get too sensible. Somewhere along the line we unconsciously decide that it is not appropriate for adults to eat lollypops or ride skateboards. So we stop doing such things. The workplace is the same – sometimes it can have every inch of fun sucked out of it. That is why I love the below blog entry about eating ice creams at work.
http://www.bizzia.com/slackermanager/little-things-big-impact/
What similar fun things could you do to bring lollypops and skateboards into your workplace and keep them there?
June 11, 2009
What ‘x factor’ do you need in your staff
I read somewhere about the differences in nurses that had 'the x factor' and those that didn’t. It turned out the difference was a very simple one. X factor nurses had empathy. The study discovered that an ‘average nurse’ would say "this won't hurt a bit" when they gave an injection. An x factor nurse on the other hand, would say something like "this will hurt a little bit, but I'll be as gentle as I can". Patients reported feeling less pain while receiving the needle from the nurse that admitted it may hurt a bit and more pain from the one that said it wouldn’t hurt at all. So it seems empathy can make a nurse an ‘x factor’ one.
*What does ‘x factor’ look like in your industry or workplace?
*What qualities do you need your staff to have to achieve x factor?
Share your answers (and the nurse story) with your team and let them brainstorm their ideas on it. Come up with a list and examples of what x factor in your business and industry looks like and work out how you can all put it into practice.
*What does ‘x factor’ look like in your industry or workplace?
*What qualities do you need your staff to have to achieve x factor?
Share your answers (and the nurse story) with your team and let them brainstorm their ideas on it. Come up with a list and examples of what x factor in your business and industry looks like and work out how you can all put it into practice.
June 4, 2009
Fabulous 'ground rules' for meetings
Further to the blog entry about effective meetings, check out what Kelly from http://www.humansatwork.com/ has added to that about 'ground rules' in meetings. It covers things like noise and privacy, communication, decision making and team work.
This blog entry really gives managers some great things to think about - especially if they've been overlooked in the past. Implimenting Kellys tips could totally overhaul your team and how they work together.
Read it here: http://www.humansatwork.com/more-on-ground-rules/
This blog entry really gives managers some great things to think about - especially if they've been overlooked in the past. Implimenting Kellys tips could totally overhaul your team and how they work together.
Read it here: http://www.humansatwork.com/more-on-ground-rules/
May 8, 2009
8 ways the workplace has changed
1. There seems to be an increased interest in career breaks as no one knows when they'll retire anymore.
2. Workers are having career ‘turning points’ at ages like 25, 40, 50 or 65.
3. Values driven work (i.e. with charities) is being mixed in to their career portfolio.
4. The demands of top talent are:
- to be treated like a member not an employee
- to have values lived not laminated
- that there is direction beyond the top end of a learning curve
- that the employer brand promises are fulfilled
5. There is a lot of talk about the differences between the generations. Some people believe that it is a case of a new ‘career mindset’ rather than it being a generation thing. The argument is that people of all ages have worked in companies that don’t understand them. The new career mindset involves a belief that the past generations paid too high a price for success. Lots of workers these days, regardless of generation are trying to work smarter not harder.
6. Years ago people were quite passive about career planning. They would trust their employer to manage their career and just work hard keeping their head down. They would take opportunities as they presented themselves without a real plan. When such people get made redundant, it is often the first time they've had to think about what they love and what they want in a career.
7. Job sculpting is important. People need to change their thinking from 'I hate my job' into 'this is how I want my job to be' – then get fixing it.
8. Bosses need to focus on different things. Rather than watching people who leave, bosses should watch high performers who are still motivated after a long time, if they start to lose motivation, bosses should focus on fixing whatever changed.
2. Workers are having career ‘turning points’ at ages like 25, 40, 50 or 65.
3. Values driven work (i.e. with charities) is being mixed in to their career portfolio.
4. The demands of top talent are:
- to be treated like a member not an employee
- to have values lived not laminated
- that there is direction beyond the top end of a learning curve
- that the employer brand promises are fulfilled
5. There is a lot of talk about the differences between the generations. Some people believe that it is a case of a new ‘career mindset’ rather than it being a generation thing. The argument is that people of all ages have worked in companies that don’t understand them. The new career mindset involves a belief that the past generations paid too high a price for success. Lots of workers these days, regardless of generation are trying to work smarter not harder.
6. Years ago people were quite passive about career planning. They would trust their employer to manage their career and just work hard keeping their head down. They would take opportunities as they presented themselves without a real plan. When such people get made redundant, it is often the first time they've had to think about what they love and what they want in a career.
7. Job sculpting is important. People need to change their thinking from 'I hate my job' into 'this is how I want my job to be' – then get fixing it.
8. Bosses need to focus on different things. Rather than watching people who leave, bosses should watch high performers who are still motivated after a long time, if they start to lose motivation, bosses should focus on fixing whatever changed.
April 22, 2009
A lesson that high school can teach bosses
I had a teacher in high school called Mrs Usher. She was really cool – I had a lot of respect for her, I think everyone (even the bratty students in my class) did. Here is why. She treated us like humans first and students second. She gave us respect, so we gave it back – when she spoke we were all ears. My ‘turning point’ with Mrs Usher (when I saw how fab she was) was when she gave us a huge break between classes (always welcome!). She taught our third form class two sessions in a row – English in one classroom then music in another across the way straight after. One day she arrived quite a few minutes after the music lesson was supposed to start. She fluffed with her books for a while at the front and wrote some stuff on the board while we continued (probably very meaningful) teenage conversations. Eventually she started the class and said “now I know Tuesday morning is a funny morning because we see each other two classes in a row. I don’t want you to get sick of me and I don’t want to get sick of you – so that’s why I’m a bit late, I thought we could take a few minutes break before we start music”. I remember being really impressed with her. Some teachers are so by the book – boring and rigid. Any other teacher would have probably stormed into the room told us off for being so loud and set straight to work. I loved the fact that Mrs Usher recognised that it was a good idea for us to have a break from her and her to have a break from us. It was cool to see a teacher who knew it was quality not quantity that was important in the lesson – so she wasn’t afraid to lose a few minutes. Every week on Tuesday morning we enjoyed a few extra minutes of chatter, getting a drink, loo visits and probably very important reapplying of lip-gloss. When she started the lesson we were totally focused and ready to go. We all hated it when she got sick and had a few months off – relief teachers were always on time… and normally boring and rigid! We sincerely missed her, cared about her and were thrilled when she came back.
It’s the same with bosses – it’s amazing how something so minor as seeing the need for something (like a few extra minutes) can change everything – focus, commitment and respect. Treating people as people – recognising their human needs first, rather than seeing them just as employees can be the most powerful thing you do for your workplace. We knew Mrs Usher respected us and our needs – that to us was priceless. She also showed her human side by stating she didn't want to get sick of us either! That honesty was awesome - many teachers wouldn't be so open. I’m not sure if she realised how much of a big favour she did herself that day – such a simple way to gain instant respect!
In what areas are you being a boring and rigid teacher instead of a cool one like Mrs Usher?
It’s the same with bosses – it’s amazing how something so minor as seeing the need for something (like a few extra minutes) can change everything – focus, commitment and respect. Treating people as people – recognising their human needs first, rather than seeing them just as employees can be the most powerful thing you do for your workplace. We knew Mrs Usher respected us and our needs – that to us was priceless. She also showed her human side by stating she didn't want to get sick of us either! That honesty was awesome - many teachers wouldn't be so open. I’m not sure if she realised how much of a big favour she did herself that day – such a simple way to gain instant respect!
In what areas are you being a boring and rigid teacher instead of a cool one like Mrs Usher?
April 15, 2009
Don’t tolerate assholes in your workplace
If you haven’t yet read the book “The No Asshole Rule” (by Bob Sutton) then you are very naughty. It is an amazing book that anyone who has a job needs to read. Bob’s blog http://bobsutton.typepad.com/ is also essential reading – it is always full of great info and insight (which is why I mention it so often on mine!). Bob has started a real tidal wave with his work of eradicating assholes in workplaces. He gets sent stories from all over the place that illustrate his points perfectly. My absolute favourite is this one where a police officer pulls over an ‘AH’ yet manages to handle himself perfectly without being an AH back. I think it is the most wonderful (and hilarious) story.
Read it and ponder AH’s in our world and workplaces – what can we do to eradicate them? In what ways does your workplace actually tolerate them?
If you’ve got any experiences with AH’s or thoughts on “The No Asshole Rule” please share them below.
Read it and ponder AH’s in our world and workplaces – what can we do to eradicate them? In what ways does your workplace actually tolerate them?
If you’ve got any experiences with AH’s or thoughts on “The No Asshole Rule” please share them below.
April 9, 2009
How soap and french fries can help you become an amazing boss
I never thought that coming across a bathroom with no soap would make a great topic for a blog about how to be an amazing boss! It however, does!
Two restaurants I’ve eaten at recently (within a fortnight of each other) have had empty soap dispensers in the ladies toilets. Firstly let me assure you that I don’t eat at scummy restaurants, both were middle of the range and reputable places. Secondly let me tell you my genius plan I hatched to ensure I could still wash my hands with soap. It didn’t even take me one tenth of a second to think “ahh I’ll pop into the men’s – they’ll definitely have soap”. I was right, they did and I had clean hands in a flash (told you it was genius). Lucky for me in both cases the men’s were totally vacant – so I could do so stealthily.
This raises a few questions…. Do men not wash their hands? Or do they just not use soap? Also how did I instinctively and instantly know there would definitely be some in there? Well the answers to these questions are not my problem (I’d also rather avoid any mathematical debates about the percentage of female patrons vs. male, the number of visits ladies make to the loo vs. men and the possibility of the soaps being topped up on different days). So let me continue my insightful rant.
Another week and a third restaurant…… a French fry ‘issue’ came to my attention. I ordered the fish of the day which came with salad and chips. However… it did not specify the chips were FRENCH fries. This thoroughly annoyed me (as a woman who tries to not eat unending amounts of deep fried stuff) I know how much fattier they are than normal chips - to me French fries are a greasy treat that don’t actually fill you up. Normal chips on the other hand do actually resemble a bit of potato and you don’t feel as naughty eating them.
So how do these (thoroughly interesting) incidents relate to your workplace? Well, firstly are your soap dispensers full? Secondly in what ways are you “not filling up the soap”? Also, are there ways you are surprising (and annoying) your customers by not being clear about exactly what they are getting (what is your businesses French fry)?
The grossest part about the soap incidents is that the staff used those same loo’s. I wonder how many staff members did and how many times? I wonder why they didn’t think “Crikey! Yuck! Better get some more soap” or did they think “boy someone should really fill up this dispenser”? Are your staff proactive enough to a) think and b) care? I just wish I’d know about the empty soap before I used the glass the female waitress touched the rim of as she placed it on the table….
As a boss, you need to awaken a certain attitude of ownership within your staff – full responsibility for everything that happens and an attention to detail. You need to show staff you want them to speak up about ANYTHING and allow them to take control where necessary. You should let them be real stakeholders, knowing they’ll be heard, and that their actions (i.e. filling up the soap) really really really do matter.
Feel free to share below any ‘french fry’ or ‘soap’ instances you’ve uncovered in your workplace. Also, what random experiences have you had that taught you a lesson useful in your work life?
Two restaurants I’ve eaten at recently (within a fortnight of each other) have had empty soap dispensers in the ladies toilets. Firstly let me assure you that I don’t eat at scummy restaurants, both were middle of the range and reputable places. Secondly let me tell you my genius plan I hatched to ensure I could still wash my hands with soap. It didn’t even take me one tenth of a second to think “ahh I’ll pop into the men’s – they’ll definitely have soap”. I was right, they did and I had clean hands in a flash (told you it was genius). Lucky for me in both cases the men’s were totally vacant – so I could do so stealthily.
This raises a few questions…. Do men not wash their hands? Or do they just not use soap? Also how did I instinctively and instantly know there would definitely be some in there? Well the answers to these questions are not my problem (I’d also rather avoid any mathematical debates about the percentage of female patrons vs. male, the number of visits ladies make to the loo vs. men and the possibility of the soaps being topped up on different days). So let me continue my insightful rant.
Another week and a third restaurant…… a French fry ‘issue’ came to my attention. I ordered the fish of the day which came with salad and chips. However… it did not specify the chips were FRENCH fries. This thoroughly annoyed me (as a woman who tries to not eat unending amounts of deep fried stuff) I know how much fattier they are than normal chips - to me French fries are a greasy treat that don’t actually fill you up. Normal chips on the other hand do actually resemble a bit of potato and you don’t feel as naughty eating them.
So how do these (thoroughly interesting) incidents relate to your workplace? Well, firstly are your soap dispensers full? Secondly in what ways are you “not filling up the soap”? Also, are there ways you are surprising (and annoying) your customers by not being clear about exactly what they are getting (what is your businesses French fry)?
The grossest part about the soap incidents is that the staff used those same loo’s. I wonder how many staff members did and how many times? I wonder why they didn’t think “Crikey! Yuck! Better get some more soap” or did they think “boy someone should really fill up this dispenser”? Are your staff proactive enough to a) think and b) care? I just wish I’d know about the empty soap before I used the glass the female waitress touched the rim of as she placed it on the table….
As a boss, you need to awaken a certain attitude of ownership within your staff – full responsibility for everything that happens and an attention to detail. You need to show staff you want them to speak up about ANYTHING and allow them to take control where necessary. You should let them be real stakeholders, knowing they’ll be heard, and that their actions (i.e. filling up the soap) really really really do matter.
Feel free to share below any ‘french fry’ or ‘soap’ instances you’ve uncovered in your workplace. Also, what random experiences have you had that taught you a lesson useful in your work life?
March 24, 2009
Why you need a ‘banned customer’ list
I am a big fan of ‘banned customer lists’. Mainly because I believe staff should be put before customers. If your staff have customers that are disrespectful and more trouble than they are worth they should be banned. Free your staff up to deal with customers that do act like decent human beings. Some people have a problem with the concept of banning customers – they think it will kill their business. I’d say the opposite is true. If you ban nasty customers, not only to your nice customers benefit by not having to see them have tantrums in your store or office your staff will have more positive energy to share with those that really deserve it. Having customers is just like any other relationship – if it becomes abusive, end it. If you decide to just put up with the abuse, you are saying “it is ok for you to treat me like this”. Lots of businesses have ‘banned customer’ lists – they are people that are not worth the trouble, and are not welcome as customers. It is an awesome way to keep your staff protected and #1.
You should be in business to serve great people – not everyone and anyone who shows interest in your product. My favourite example of a banned customer is this story (yes I’ve told it a thousand times!):
Then CEO of Continental Airlines Gordon Bethune was chatting to staff. He left them so they could finish getting ready for the flight. As he was taking his seat on the plane he saw a passenger making a scene. The passenger had seen empty seats in first class and wondered why (with his elite member card) he wasn’t upgraded. The flight attendant said she'd contact a gate attendant to see what they could do. Before she could do that, the passenger started swearing and yelling at her. Gordon approached and said to the man "can I help somehow?"
The passenger said "who the **** are you"
Gordon responded "I’m the CEO of this company. May I see your ticket sir?"
The passenger handed it over to him. Gordon saw the price, pulled some notes from his pocket and handed him the cash, ripped the ticket then said "now, you get the **** off my airplane” the flight attendant could hardly keep a straight face. This story was circulated by email and fast became well loved. Gordon had a reputation as a leader who really respected his people. He gave out a great message to the team that day – he will back them, and protect them no matter what. The customers also saw that there was no room on the plane for a**holes (I imagine they applauded). Gordon would not tolerate his staff being disrespected. An example in a different company is written about in this blog post. The company added a new item to their terms of service that says “Are you cranky? This may not be the company for you." They did so because they didn’t want to expose the talented staff they’d worked so hard to find to rude people.
This attitude is quite different from businesses that always put customers first “the customer is always right” and encourage staff to do whatever it takes to please them…no matter what. There are some customers that are just not worth it.
Don’t be afraid of creating boundaries in your business. Your customers have expectations about you (what you will provide and by when) and so you should have expectations of them also (their behaviour and attitude). The more places that refuse to tolerate bad customer behaviour, the more polite our society will HAVE to become. Tantrums no longer tolerated! Your staff will have more energy to put into lovely customers that are worth going the extra mile for – they won’t be drained by tense customer interactions.
You should be in business to serve great people – not everyone and anyone who shows interest in your product. My favourite example of a banned customer is this story (yes I’ve told it a thousand times!):
Then CEO of Continental Airlines Gordon Bethune was chatting to staff. He left them so they could finish getting ready for the flight. As he was taking his seat on the plane he saw a passenger making a scene. The passenger had seen empty seats in first class and wondered why (with his elite member card) he wasn’t upgraded. The flight attendant said she'd contact a gate attendant to see what they could do. Before she could do that, the passenger started swearing and yelling at her. Gordon approached and said to the man "can I help somehow?"
The passenger said "who the **** are you"
Gordon responded "I’m the CEO of this company. May I see your ticket sir?"
The passenger handed it over to him. Gordon saw the price, pulled some notes from his pocket and handed him the cash, ripped the ticket then said "now, you get the **** off my airplane” the flight attendant could hardly keep a straight face. This story was circulated by email and fast became well loved. Gordon had a reputation as a leader who really respected his people. He gave out a great message to the team that day – he will back them, and protect them no matter what. The customers also saw that there was no room on the plane for a**holes (I imagine they applauded). Gordon would not tolerate his staff being disrespected. An example in a different company is written about in this blog post. The company added a new item to their terms of service that says “Are you cranky? This may not be the company for you." They did so because they didn’t want to expose the talented staff they’d worked so hard to find to rude people.
This attitude is quite different from businesses that always put customers first “the customer is always right” and encourage staff to do whatever it takes to please them…no matter what. There are some customers that are just not worth it.
Don’t be afraid of creating boundaries in your business. Your customers have expectations about you (what you will provide and by when) and so you should have expectations of them also (their behaviour and attitude). The more places that refuse to tolerate bad customer behaviour, the more polite our society will HAVE to become. Tantrums no longer tolerated! Your staff will have more energy to put into lovely customers that are worth going the extra mile for – they won’t be drained by tense customer interactions.
March 6, 2009
What staff loathe in a boss...
Hierarchy
Hierarchy is old fashioned and based on fear. It doesn’t serve people, the business or profits. Weak leaders hide in hierarchies. Just like the previous example of yelling to try and gain respect, if you rely on hierarchy to make yourself feel good, take a look at your self esteem. If its low you won’t be capable of inspiring your team.
Power trips
Similar to hierarchy, some weak bosses get off on assigning gross tasks to staff – just to remind them who ‘holds the power’. If there is a blocked toilet in your workplace, are you humble enough to don the rubber gloves, grab the plunger and get to work? Or would you much rather take pleasure in asking a ‘jerk from accounting’ to attend to the loo problems? Don’t think the whole team doesn’t notice you not being willing to roll up your sleeves and get to work. Bosses are there to serve the staff NOT vice versa remember.
Secrets
I know of a business that listed itself for sale without telling its staff. A couple of workers were having a cuppa relaxing with the Saturday paper and read the listing. Instead of enjoying their weekend they were wondering if their job would still exist on Monday. The boss was embarrassed about selling the business, so didn’t tell them anything. The lost trust and anger from staff on Monday was a lot worse than a tiny dose of embarrassment. Secrets that management know and workers don’t are energy drainers. Team means team. Put all cards on the table – you can trust your workers with ‘inside’ info. Do a secrets audit in your business to see what you keep from staff and why - at what cost?
Bullying
Bullying can take many forms – even a dirty look or being intentionally left out of a meeting can be a form of bullying. It doesn’t just affect the person being picked on, but also anyone who witnesses the cruelness. Even small bullying behaviours drags the whole workplace culture down a mile. If it is the boss using bully tactics it is a hundred times worse. The boss is supposed to be the one protecting and nurturing the workplace culture. There are loads of resources on the internet for people suffering bullying.
Assholes
There is a great book by Bob Sutton called “The No Asshole Rule” – it’s a great read. It is about businesses that will NOT tolerate any assholes in their workplace. Some even have “don’t be a jerk” in their company policies. Also important to be free of are ‘asshole lovers’ – people that allow assholes to behave as they do.
Low energy thinking
The opposite of the high energy staff love is low energy thinking. If you get hit with a problem and you go into ‘high stress’ mode staff will not be impressed. If you frequently utter words such as “why does this always happen to me” “it’s not my fault” or “we’ll never be able to…” these are powerless statements. They show weakness and peg you as a ‘victim’. If you were thinking at a higher level you would handle any issues in an upbeat way, be strong and find a clever solution (instead of being blinded only by the problem).
As a boss, do what the staff love and avoid what staff loathe. If you don’t know what that is in your workplace – get busy asking.
Hierarchy is old fashioned and based on fear. It doesn’t serve people, the business or profits. Weak leaders hide in hierarchies. Just like the previous example of yelling to try and gain respect, if you rely on hierarchy to make yourself feel good, take a look at your self esteem. If its low you won’t be capable of inspiring your team.
Power trips
Similar to hierarchy, some weak bosses get off on assigning gross tasks to staff – just to remind them who ‘holds the power’. If there is a blocked toilet in your workplace, are you humble enough to don the rubber gloves, grab the plunger and get to work? Or would you much rather take pleasure in asking a ‘jerk from accounting’ to attend to the loo problems? Don’t think the whole team doesn’t notice you not being willing to roll up your sleeves and get to work. Bosses are there to serve the staff NOT vice versa remember.
Secrets
I know of a business that listed itself for sale without telling its staff. A couple of workers were having a cuppa relaxing with the Saturday paper and read the listing. Instead of enjoying their weekend they were wondering if their job would still exist on Monday. The boss was embarrassed about selling the business, so didn’t tell them anything. The lost trust and anger from staff on Monday was a lot worse than a tiny dose of embarrassment. Secrets that management know and workers don’t are energy drainers. Team means team. Put all cards on the table – you can trust your workers with ‘inside’ info. Do a secrets audit in your business to see what you keep from staff and why - at what cost?
Bullying
Bullying can take many forms – even a dirty look or being intentionally left out of a meeting can be a form of bullying. It doesn’t just affect the person being picked on, but also anyone who witnesses the cruelness. Even small bullying behaviours drags the whole workplace culture down a mile. If it is the boss using bully tactics it is a hundred times worse. The boss is supposed to be the one protecting and nurturing the workplace culture. There are loads of resources on the internet for people suffering bullying.
Assholes
There is a great book by Bob Sutton called “The No Asshole Rule” – it’s a great read. It is about businesses that will NOT tolerate any assholes in their workplace. Some even have “don’t be a jerk” in their company policies. Also important to be free of are ‘asshole lovers’ – people that allow assholes to behave as they do.
Low energy thinking
The opposite of the high energy staff love is low energy thinking. If you get hit with a problem and you go into ‘high stress’ mode staff will not be impressed. If you frequently utter words such as “why does this always happen to me” “it’s not my fault” or “we’ll never be able to…” these are powerless statements. They show weakness and peg you as a ‘victim’. If you were thinking at a higher level you would handle any issues in an upbeat way, be strong and find a clever solution (instead of being blinded only by the problem).
As a boss, do what the staff love and avoid what staff loathe. If you don’t know what that is in your workplace – get busy asking.
February 27, 2009
Unique people bosses can learn great lessons from - Part Two
David Brent
David is the boss from the TV show “The Office” (non USA version). One thing you could learn from him is to constantly ponder your management style. On the show, David spends endless hours at his desk chewing on and on to the camera about the ‘how and why’s’ of his management style. Some bosses land in management and never once ponder their style or philosophy – they just do the job. I believe a constant pondering and questioning is necessary to keep growing and improving. Spend at least an hour a week pondering your decisions, your interactions and responses and how you could do better. Make sure you are regularly reading magazines and books that extend your thinking. A very high level of self awareness is needed if you want to become exceptional.
Santa Claus
Santa listens to what his ‘customer’ wants and he delivers it. In a managers case your customer is your staff. They should come before the actual customers. Like Santa you should take lots of time to regularly listen to your ‘customers’, and do your darnedest to deliver. Santa also has a big imagination – nothing is impossible in his world. How can you positively apply ‘Santa type thinking’ in your daily work?
Borat
The movie Borat was just madness! Something positive to learn from him is the fact he is not scared of sticky situations (he created hundreds of them in the film). He was bold not afraid – he faced the most uncomfortable situations! As a boss you also need to be unafraid to tackle the big issues. Ask the scary questions and dig where you’d prefer not to – but should.
Flight of the Concords
The world’s first comedy duo band, there is no one else like them – they created their own niche! They call themselves "Formerly New Zealand's fourth most popular guitar-based digi-bongo a capella-rap-funk-comedy folk duo". These guys are committed to their craft. They are not afraid to zig while others zag. They found huge success in America after New Zealand TV producers turned them down and now have a cult like following. Bosses can learn outside the box thinking from Bret and Jemaine. Don’t be afraid to make decisions and take actions that really separate you from those in your industry. Such a strategy is called “Blue Ocean Strategy” (there is a great book by this title about it).
Check out my article at USA website Slow Leadership (its on one of my fave topics: "Never avoid the yuck")
February 24, 2009
Unique people bosses can learn great lessons from - Part One
Steve Irwin
I could write three million reasons why we should all be like Steve. The most important one is probably his energy and passion. If we lived life how he did – with that much joy and excitement this would be a very different world. Steve is real, he is so authentic. He has a love of everything. If you launch into Steve mode in your office all of a sudden you’ll probably scare the heck out of your staff (or they’d think you’ve finally lost your marbles!). You should ponder areas you need more Steve in your management style and gradually let him shine through. You may even end up quitting coffee! An interviewer once asked Steve if he drank coffee. He responded “nah mate the top of my head would blow off” and it probably would have! Imagine having that kind of energy and excitement in your life everyday. Create it within yourself!
Gordon Bethune
There is a well known story about then CEO of Continental Airlines Gordon Bethune. Before a flight, he was chatting to staff. He then left them so they could get ready for the flight. As he was taking his seat on the plane he saw a passenger making a scene. The passenger had seen empty seats in first class and wondered why (with his elite member card) he wasn’t up graded. The flight attendant said she'd contact a gate attendant to see what they could do. The passenger started swearing. Gordon approached and said to the man "can I help somehow?"
The passenger said "who the **** are you"
Gordon responded "I’m the CEO of this company. May I see your ticket sir?"
The passenger handed it over to him. Gordon saw the price, pulled some notes from his pocket and handed him the cash, ripped the ticket then said "now, you get the **** off my airplane” the flight attendant could hardly keep a straight face.
This story was circulated by email and fast became well loved. Gordon had a reputation as a leader who really respected his people. He gave out a great message to the team that day – he will back them, and protect them no matter what. He will not tolerate his staff being disrespected. This is quite different from some businesses that always put customers first “the customer is always right” and encourage staff to do whatever it takes to please them. There are some customers that are just not worth it. Lots of businesses have ‘banned customer’ lists – they are people that are not worth the trouble, and are not welcome as customers. It is an awesome way to keep your staff #1.
Ellen DeGeneres
Ellen has an almost cult following all around the world. Her talk show is like NO other. I always say “that could only ever happen on Ellen.” Like Steve Irwin, it is her energy and attitude that makes her amazing also. Her show has won so many awards and gives people a daily dose of happiness and positivity. I am not going overboard when I say she is changing the world. She helps loads of great causes and people in need everyday – that’s right – through a talk show! The best lesson to learn from Ellen would probably be the craziness. Applied to your business it would mean thinking from a unique perspective and coming up with solutions that are a bit wild. Having no boundaries and being prepared to do things differently. By watching her show you will also learn how humour can fit into a workplace and engage a team.
Richard Branson
Richard has always been known as a bit different. He is the king of PR stunts and is an all round fun and crazy guy. It’s his approach to life that has made Virgin so unique. My favourite incident is definitely the ‘river’ incident. When visiting my home town of Christchurch in New Zealand, he was in a small punting boat with two of his airline staff launching some new initiative. He jumped out of the boat into the river and pulled the two ladies that were with him in as well! Perhaps don’t throw your staff in the river, but consider where you could apply such an impulsive attitude. Are you being too serious and scared of the water? Do you have an over the top adult attitude of “oh but we’ll get wet”?
I'll profile four more people to learn from in Part Two of this article. Check out another of my articles in USA website 'Winning Workplaces' newsletter here. The direct article link is here.
I could write three million reasons why we should all be like Steve. The most important one is probably his energy and passion. If we lived life how he did – with that much joy and excitement this would be a very different world. Steve is real, he is so authentic. He has a love of everything. If you launch into Steve mode in your office all of a sudden you’ll probably scare the heck out of your staff (or they’d think you’ve finally lost your marbles!). You should ponder areas you need more Steve in your management style and gradually let him shine through. You may even end up quitting coffee! An interviewer once asked Steve if he drank coffee. He responded “nah mate the top of my head would blow off” and it probably would have! Imagine having that kind of energy and excitement in your life everyday. Create it within yourself!
Gordon Bethune
There is a well known story about then CEO of Continental Airlines Gordon Bethune. Before a flight, he was chatting to staff. He then left them so they could get ready for the flight. As he was taking his seat on the plane he saw a passenger making a scene. The passenger had seen empty seats in first class and wondered why (with his elite member card) he wasn’t up graded. The flight attendant said she'd contact a gate attendant to see what they could do. The passenger started swearing. Gordon approached and said to the man "can I help somehow?"
The passenger said "who the **** are you"
Gordon responded "I’m the CEO of this company. May I see your ticket sir?"
The passenger handed it over to him. Gordon saw the price, pulled some notes from his pocket and handed him the cash, ripped the ticket then said "now, you get the **** off my airplane” the flight attendant could hardly keep a straight face.
This story was circulated by email and fast became well loved. Gordon had a reputation as a leader who really respected his people. He gave out a great message to the team that day – he will back them, and protect them no matter what. He will not tolerate his staff being disrespected. This is quite different from some businesses that always put customers first “the customer is always right” and encourage staff to do whatever it takes to please them. There are some customers that are just not worth it. Lots of businesses have ‘banned customer’ lists – they are people that are not worth the trouble, and are not welcome as customers. It is an awesome way to keep your staff #1.
Ellen DeGeneres
Ellen has an almost cult following all around the world. Her talk show is like NO other. I always say “that could only ever happen on Ellen.” Like Steve Irwin, it is her energy and attitude that makes her amazing also. Her show has won so many awards and gives people a daily dose of happiness and positivity. I am not going overboard when I say she is changing the world. She helps loads of great causes and people in need everyday – that’s right – through a talk show! The best lesson to learn from Ellen would probably be the craziness. Applied to your business it would mean thinking from a unique perspective and coming up with solutions that are a bit wild. Having no boundaries and being prepared to do things differently. By watching her show you will also learn how humour can fit into a workplace and engage a team.
Richard Branson
Richard has always been known as a bit different. He is the king of PR stunts and is an all round fun and crazy guy. It’s his approach to life that has made Virgin so unique. My favourite incident is definitely the ‘river’ incident. When visiting my home town of Christchurch in New Zealand, he was in a small punting boat with two of his airline staff launching some new initiative. He jumped out of the boat into the river and pulled the two ladies that were with him in as well! Perhaps don’t throw your staff in the river, but consider where you could apply such an impulsive attitude. Are you being too serious and scared of the water? Do you have an over the top adult attitude of “oh but we’ll get wet”?
I'll profile four more people to learn from in Part Two of this article. Check out another of my articles in USA website 'Winning Workplaces' newsletter here. The direct article link is here.
February 19, 2009
How should you deal with complaints?
Recently I wrote about Ex-Virgin Blue employee Torsten Koerting who designed a board game using Virgin Blue branding that criticises his former employer’s decision-making process. Well now Virgin Atlantic is in the spotlight. Passenger Oliver Beale found the inflight food bizarre and gross so wrote a letter to Richard Branson about it (complete with photos) and it is hilarous!
“I know it looks like a baaji but it's in custard Richard, custard.”
“ I'll try and explain how this felt. Imagine being a twelve year old boy Richard. Now imagine it's Christmas morning and you're sat their with your final present to open. It's a big one, and you know what it is. It's that Goodmans stereo you picked out the catalogue and wrote to Santa about. Only you open the present and it's not in there. It's your hamster Richard. It's your hamster in the box and it's not breathing.”
“Now I know what you're thinking. You're thinking it's more of that Baaji custard. I admit I thought the same too, but no. It's mustard Richard. MUSTARD. More mustard than any man could consume in a month.”
You can read the letter in full here. It, like the board game turned into a big media circus. When the media asked Richard Branson about it he said “I read it and laughed my head off.” He had a great chat with Oliver Beale about it and asked him to help improve their food presentation.
Complaints to your business may not be as epic as these two Virgin stories, but they are just as important. What mechanisims do you have in place to deal with complaints (big and small)? It is something you need to seriously consider before it happens not when it happens. Some companies have fantastic, fast systems and really really go all out for the customer, while others show a really rubbish attitude and try and argue with the customer telling them why they are wrong. It is these places that don’t feel the need to compensate the customer in some way. That attitude makes the complaint even more serious and annoying for the complainer – a defensive attitude from the company is a terrible way to react, and speaks volumes about their business. Think carefully about how your company deals with complaints at every level.
*Do you treat written ones different to verbal?
*Do you react faster when the customer has smoke coming out their ears (and drag your feet when it’s a softly spoken old woman complaining)?
*Is your whole team up with how to handle any complaint?
*Who has authority to compensate the customer?
*How will you deal with future complaints? What actions are you going to take/policies will you change?
I find it very necessary to end with a priceless quote which I shall now use whenever I’m short of something to say…. “Everyone likes a bit of mustard Richard”.
“I know it looks like a baaji but it's in custard Richard, custard.”
“ I'll try and explain how this felt. Imagine being a twelve year old boy Richard. Now imagine it's Christmas morning and you're sat their with your final present to open. It's a big one, and you know what it is. It's that Goodmans stereo you picked out the catalogue and wrote to Santa about. Only you open the present and it's not in there. It's your hamster Richard. It's your hamster in the box and it's not breathing.”
“Now I know what you're thinking. You're thinking it's more of that Baaji custard. I admit I thought the same too, but no. It's mustard Richard. MUSTARD. More mustard than any man could consume in a month.”
You can read the letter in full here. It, like the board game turned into a big media circus. When the media asked Richard Branson about it he said “I read it and laughed my head off.” He had a great chat with Oliver Beale about it and asked him to help improve their food presentation.
Complaints to your business may not be as epic as these two Virgin stories, but they are just as important. What mechanisims do you have in place to deal with complaints (big and small)? It is something you need to seriously consider before it happens not when it happens. Some companies have fantastic, fast systems and really really go all out for the customer, while others show a really rubbish attitude and try and argue with the customer telling them why they are wrong. It is these places that don’t feel the need to compensate the customer in some way. That attitude makes the complaint even more serious and annoying for the complainer – a defensive attitude from the company is a terrible way to react, and speaks volumes about their business. Think carefully about how your company deals with complaints at every level.
*Do you treat written ones different to verbal?
*Do you react faster when the customer has smoke coming out their ears (and drag your feet when it’s a softly spoken old woman complaining)?
*Is your whole team up with how to handle any complaint?
*Who has authority to compensate the customer?
*How will you deal with future complaints? What actions are you going to take/policies will you change?
I find it very necessary to end with a priceless quote which I shall now use whenever I’m short of something to say…. “Everyone likes a bit of mustard Richard”.
November 3, 2008
Do your employees deserve milk?
There are plenty of workers around who think it’s a bit crap that their employers buy the cheapest coffee and tea possible for the staff room. It makes them feel cheap and unimportant. These feelings were even stronger at one workplace where there was special ‘managers coffee’. No I’m not lying, I wish I was! The managers were allowed to use this much nicer coffee while the workers could only gaze at it up on the shelf and dream.
As if this wasn’t enough ill feeling for the staff room of this workplace, then came the ‘milk episode’. In effort to save money, be assholes and show the workers who is really boss a sign was attached to the fridge that said “Milk is for tea and coffee only. Any use on cereals or for general drinking is forbidden”. Oh dear! So the workers who pay a fortune for an overpriced car park, that is still miles away from work, who leave home super early to get to it and then walk the extra 20 minutes to the office are no longer allowed to finally have their cereal for breakfast in the staff room upon arrival.
I love horrifying people with this story, because it demonstrates a workplace attitude that is so common. The words this story brings to my mind about these managers are mean, heartless and thick. That is not a ‘family’ based workplace. Where people are happy, comfortable and treated like humans. It is stern, cold, lonely and sad.
What topped this story off was the fact that this workplace was a newspaper. One of their columnists wrote a fantastic piece highlighting all of the above troubles. I’m thinking the only reason it made it into print was the managers were so busy policing the fridge, they didn’t have time to make sure word didn’t get out about how nasty they are! Something as simple as cheap and nasty coffee does affect morale. It is a message to your staff. Something as rude as ‘manager’s coffee’ is an even louder message to your staff. The bosses here were a cut above, and not part of the real team.What practices are in your workplace that are similar to ‘cheap and nasty’ or ‘manager’s coffee’? See that they don’t survive the week.
If you want to see what notes other workplaces have stuck up on noticeboards see this website www.passiveaggressivenotes.com
As if this wasn’t enough ill feeling for the staff room of this workplace, then came the ‘milk episode’. In effort to save money, be assholes and show the workers who is really boss a sign was attached to the fridge that said “Milk is for tea and coffee only. Any use on cereals or for general drinking is forbidden”. Oh dear! So the workers who pay a fortune for an overpriced car park, that is still miles away from work, who leave home super early to get to it and then walk the extra 20 minutes to the office are no longer allowed to finally have their cereal for breakfast in the staff room upon arrival.
I love horrifying people with this story, because it demonstrates a workplace attitude that is so common. The words this story brings to my mind about these managers are mean, heartless and thick. That is not a ‘family’ based workplace. Where people are happy, comfortable and treated like humans. It is stern, cold, lonely and sad.
What topped this story off was the fact that this workplace was a newspaper. One of their columnists wrote a fantastic piece highlighting all of the above troubles. I’m thinking the only reason it made it into print was the managers were so busy policing the fridge, they didn’t have time to make sure word didn’t get out about how nasty they are! Something as simple as cheap and nasty coffee does affect morale. It is a message to your staff. Something as rude as ‘manager’s coffee’ is an even louder message to your staff. The bosses here were a cut above, and not part of the real team.What practices are in your workplace that are similar to ‘cheap and nasty’ or ‘manager’s coffee’? See that they don’t survive the week.
If you want to see what notes other workplaces have stuck up on noticeboards see this website www.passiveaggressivenotes.com
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