Ethics

Today I feel that perhaps I am an alien in my own country. I don’t recognise what is going on here.  Is this England or some third world country? Why do I feel like this ,well its simple. It’s the smell of corruption. Nobody is saying it too loudly but yes its there. Politicians cosying up to BskyB, the Police cosying up to BskyB and BskyB digging the dirt on anyone in order to maintain control over everyone!

The latest is the Jeremy Hunt situation.  How can a senior politician let himself be compromised in this way?

Then there is the tax avoidance situation.  I know nobody likes paying tax but goodness gracious we should all pay whats due.

So how to change the face of politics and business for that matter.  Anyone interested in setting up a voluntary “I am a ethical politician/businessman club” with a code of ethics that makes your eyes water?

How about this one as a starter  “I will never act in a way that personally directly benefits me or my family”

Just a thought!

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Use your S.E.N.S.E!

5 Tips for Brainy Success at Work

By my Success Insights colleague and friend Dr. Ron Bonnstetter

One organ in your body dictates much of your behavior and ultimate success at work. The activities of this organ occur at a level of which you are not even consciously aware. 

It’s your brain. While phrases like, “Use your brain!” or “Think outside the box!” are casually tossed around in the workplace every day, we take for granted our brain will function precisely how we want it to, when we want it to, regardless of how we treat it.

Yet there are concrete steps we, as individuals, and as corporations and businesses, can do to optimize the function of the brain.

Five factors that can boost your brain’s performance when properly attended to include:
Stress
Exercise
Nutrition
Sleep
the physical work Environment

Going well beyond casual conjecture, cutting edge neurological findings now tell us we need to address all five factors in order to effectively care for and to boost our brain’s performance, in every S.E.N.S.E.

Stress
Stress tops the list when it comes to productivity eaters. Stress hormones directly impact the prefrontal cortex, the part of the brain controlling executive function, resulting in reduced working memory and sadly diminished decision-making ability.

Reducing unnecessary stress must be a goal for every work environment. As American scientist and director of the Center for Organizational Learning at MIT Sloan School of Management Peter Senge points out, stress can be likened to a rubber band stretched between your hands. Some tension on the band results in accountability and focus, but too much tension results in the rubber band breaking.

TIP 1: Don’t miss your morning kiss! Start your day by kissing your significant other or giving extra hugs to your children. The very act of caring reduces cortisol and increases the trust hormone oxytocin. Take a short break after lunch to relax. Go outside at least once during the work day and consciously notice the simple things around you – the weather, the scenery and the sounds.
Exercise
The brain requires a BDNF, or brain derived neurotrophic factor, sometimes referred to as Miracle-Gro® for your brain, which is produced after exercise to improve mood and memory, reduce stress and depression and decrease anxiety.

BDNFs also grow new neurons, enhance learning ability, increase self-esteem, improve body image, and diet control, just to name a few.

TIP 2: Beyond just offering access to a company gym, workplaces that utilize standing desks, ball chairs or walking clubs during work hours can help produce BDNFs and maximize brain function.

Nutrition
Your brain uses as much as 20 percent of our daily calories, but the quality of your food is far more important than the quantity. To boost your brain, you need at least one serving (8 grams) of protein to start the day.

TIP 3: At lunchtime, don’t rush to order fries or offer too many carbs in the cafeteria or break room, as carbohydrates and foods rich in sugar can create highs and lows, resulting in that mid-morning brain crash, crabby employees and more disagreements.

Keep your employee kitchen or break room stocked with low sugar, low caffeine and brain food snacks like strawberries, raspberries, plums, avocados, oranges, red grapes, red bell peppers, blackberries, cranberries, blueberries, and kiwis. Having protein rich foods like yogurt and peanut or almond butter on hand is also recommended.

Sleep
According to the American Time Use Survey, conducted by the Bureau of Labor Statistics, 85 percent of working adults receive adequate sleep, but sleep patterns are still a concern. People go through a series of 90-minute cycles of awareness and rest during sleep, but did you know these same cycles continue to a lesser extent all day long? These cycles create variations in your attention span and directly affect your decision-making ability.

For most, the greatest down period occurs mid-afternoon, when your body just wants to take a nap.

TIP 4: Don’t schedule very important meetings after 3 p.m. Do encourage 15-minute breaks for team building or idea sharing later in the afternoon to encourage movement and stimulation.

Work Environment
Within the first minute and a half of entering a new environment, your brain subconsciously decides how you will interact in that environment, new research suggests.

So the science of environmental motivation should not be an after-thought but should be considered first and foremost. Everything from room colors to wall hangings, signage to lighting, and even odors, can boost your brain at work.

TIP 5: Try changing the photos on your desk regularly or bring a flameless scented candle to work. Change your computer’s desktop image as often as you change your toothbrush. Remember, this is a part of your health regime for your brain.

These five brain-related factors are dictating our work productivity more than most of us realize. Don’t let a neglected S.E.N.S.E. block your – or your team’s – ability to concentrate, create, execute and conquer challenges.

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Customer service from a call centre!

Interesting customer service story from Nigel

So it’s just a power company right?

Following a recent power cut I was left completely confused about who to contact as in the old days you called the MEB, the same folk who you paid your electricity bill to. I eventually found who to contact and duly called from the business phone ( I went there to work instead) and was told by a lovely friendly female that it is likely to be around 3 hrs before it comes back on…lots of apologies and the phone was answered straight away after having to press just one button

“if you have a power loss please press 2″

So I got home at 5pm to find still no power..straight on the phone as I was cold, annoyed and in a cold house with no heating. Again greeted by a friendly female who said straight away

“Is that Mr Byard calling?”

and promptly assured me in an empathetic manner that the electric was restored at 3pm.

“Right Mr Byard  what I would like you to do is go to the fuse board and switch all of the trip switches off then back on again”

As soon as I saw the board I knew what was wrong. The main trip switch must have tripped at the same time as the power cut, I turned it on and hey presto electric!. I went back to the phone feeling rather embarrassed but she was fantastic.

“Oh don’t worry” she said,” lots of people have called with the same problem, these modern consumer units are very sensitive. Do you want me to wait while you check the whole house”?

“No its fine thank you”.

“ The last thing I want is for something to be not working for you”

The call ended with me having a warm feeling that the person actually meant it.

Today, I answered the business phone to find it was a customer service person from Western power..

“Just a courtesy call to make sure the electric is all OK today and apologies for the inconvenience caused yesterday”.

WOW!! At no point yesterday did I give the works or home phone number, just the home postcode to report the fault.

So the moral of the tale….even call centres with empathetic switched on folk work at treat plus as far as I am concerned they are a faceless company that provides something I never see, pay any money to an d didn’t even know they existed till yesterday!! Well done Western Power distribution!

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Well done Bill

Congratulations to Bill Bonnstetter, chairman of Target Training International, Ltd., has been nominated for a 2012 Edison Award for best new product for the invention and use of TTI Performance DNA, an assessment providing insights into the job-related dimensions of personal and professional competencies and skills. In partnership with the Kern Family Foundation, Bonnstetter is using TTI Performance DNA to help reform higher education while identifying and saving future leaders and entrepreneurs and improving student retention in universities.

“I am overwhelmed and honored to be nominated for an Edison Award,” Bonnstetter said. “Innovation has always been one of the pillars of our work at TTI so to be recognized for that is truly satisfying. It’s also very gratifying to see the Performance DNA assessment be noted for its cutting-edge ability to help students succeed and to safeguard this country’s next generation of entrepreneurs.”

Bonnstetter started Target Training International in 1984 and built it into the world’s leading developer of research-based, validated assessment and coaching tools. Its tools are now used in Fortune 500 organizations in the United States and in 90 countries and 40 languages. TTI, Ltd. holds three separate patents for its assessments and for its revolutionary Internet Delivery Service®, which first enabled assessments to be safely and effectively delivered via the world wide web in 2001.

The distinguished Edison Awards symbolize the persistence and excellence personified by Thomas Alva Edison, inspiring America’s drive to remain in the forefront of innovation, creativity and ingenuity in the global economy. The winners of the 2012 Edison Best New Product Awards™, one of twelve categories honored by the Edison Awards, will be named April 26 in New York City.

Bonnstetter’s work with TTI Performance DNA was done in partnership with The Kern Family Foundation. The Kern Family Foundation is a private, independent grant-making organization based in Waukesha, Wisc., seeking to enrich the lives of others by promoting strong educational excellence and high quality, innovative engineering talent through systemic change and educational reform.

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Empathy from nurses

The news yesterday seemed to dominated for a while about the statement that nurses needed to have more empathy! There is a very disquieting and concerning paradox around patient care that has troubled our nation for years.

We used to have a very caring and empathetic nursing profession.  ”Angels of Mercy” was the description often used in the press.Thirty years or so ago they were recognised as being very poorly paid but extremely caring and the nation called for these people to be paid more. So what has happened?

To anyone who understands Sprangers model of personal motivators this  change was inevitable. One of his six motivational clusters is Social, The need to help pthers at the detriment to yourself or what is known as being altruistic. This caring quality is exactly what an ideal nurse should possess, and many do. However it is important to note the rider caring at the detriment to themselves. Their motivation and passion depends upon the giving of time, money or care.

So the paradox is this  pay them more and social people will not be attracted to the job.  The people who will be attracted will tend to be (in Spranger’s terms) Utilitarian.

I’m not saying that Nurses should be paid less, but that money is not a great motivator for people who are Social.  In this environment it is essential that an appropriate selection tool is used to ensure that Nurses possess the high levels of intrinsic Social and empathy they need to fulfil the job.

That tool is TriMetrix!

 

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Guide Bridge MOT

Well, congratulations to Guide Bridge MOT  for inviting “The Fixer” Alex Polizzi in to their garage.  It must be very daunting and worrying that they, in the best traditions of “entertainment” are going to be made to look foolish on prime time T.V.  Congratulations too that they rose to the occasion and grasped the issues and really understood what Alex was getting at.

What I liked most about this programme was that it was just good basic stuff.  It must give heart to many independents that are worried about their futures. What do customers really want? Someone to trust! This is where the independent can really beat the “impersonal” dealer.

Most of what Alex was calling for was not new and I almost fell off my chair when she came up with the “Women at the wheel campaign” That takes me back to 1988 when we launched this in Halfords. One memory sticks with me and that is of Mark Mellor getting the Stoke on Trent Lady Mayoress dressed up in Halfords overalls and actually applying dirt to her face for a photo call!

The key messages last night were

  • Differentiate (what makes you special or stand out from the rest)
  • Be organised (have a process of some sort)
  • Be really friendly (you are in the entertainment industry)
  • You might as well enjoy it
  • Lead your people by getting them involved
  • Look at your business as a customer would  (compare yourself with other sectors)
  • You can make a difference to your future

I felt the pain and worry that Janet and many owners are feeling right now. It doesn’t have to be like that.  Our company has made positive change happen, just like this, in literally hundreds of garages all round the world. If you are genuinely interested in achieving a secure and exciting future, but would need a little bit of assistance please just contact me and I know a man who can help and it will not cost you a penny!

Quite inspiring really wasn’t it!

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Five Skills Every Leader Must Master

By: Bill J. Bonnstetter

Talk about the importance of leadership abounds these days. But can leadership truly be defined? Moreover, are the qualities of leaders identifiable and measurable? Thankfully, the answer is yes.

Individuals who possess five vital skills can be identified as leaders, given that they first must possess a compelling vision. Without this, most people see no reason to follow a person.

1. Accountability: Now that they have a compelling vision, leaders must be personally accountable, or possess the capacity to be answerable for personal actions and avoid placing unnecessary blame on others. There is a great deal of evidence to support people stop following anyone who does not have nor demonstrates personal accountability.

Most importantly, people who have personal accountability will do what it takes to be successful in any endeavor. If they need to develop additional skills to accomplish things, they will take the initiative to do so.

2. Powers of Persuasion: Having a compelling vision without the ability to persuade people to follow that vision tends to lead nowhere. Leaders who have mastered persuasion get immediate feedback when communicating with others and, while respecting differences, they convince others to change the way they think – and behave.

3. Going for a Goal: Along with persuasion, being goal-oriented is a must. Persuading people of a compelling vision will go nowhere unless the leader has a goal in mind. The goal becomes a part of the vision and is one of the traits of defining a leader. Part of being goal-oriented is being able to identify and prioritize activities that lead to a goal that is relevant, realistic and attainable. Leaders are those who identify and implement plans and milestones to achieve specific business goals.

4. Pleasing the People: A leader is a master of interpersonal skills – otherwise known as people skills. Leaders must be capable of working with all types of people. Mastery in this skill gives the leader the ability to keep all the people on the team engaged and to avoid conflict, which may actually work against their vision.

5. Self-Management: Excellent self-managers walk the walk in order to reinforce their compelling vision and strengthen their persuasion. In addition to the ability to manage time and priorities, self-managers can also manage their emotions and impulses. Those who fail at self-management talk the talk, but don’t walk the walk. For example, if a leader believes it is OK for them to miss deadlines, it sends messages to their team missed deadlines are acceptable.

Leadership is much less ephemeral than one might believe. Spotting an individual who possesses these five skills will put organizations well on their way to identifying the leader in their midst.

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Success or failure? The difference is subtle

So what’s the difference?  Why does one business succeed and another fail?  In my experience, success and failure can be determined by many variables but often, even the poorest of products can be made into a moderate success if everything else is right.  Who would have thought that a piece of plastic pipe could have sold so well during the World Cup?  Give it a name and the Vuvuzela was born!

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Do you have the Talent to Take Your Company to the Next Level?

The current recession has had a major impact on management’s decisions.  It starts with concerns for survival.  Now management is confronted with both good and bad information.  Some still talk about a double dip recession, while others see light at the end of the tunnel.  No one can truly predict when the current economic conditions will rebound and return to normalcy, however businesses MUST create a plan to implement soon upon recovery.  Without this plan they could get left behind.  The best way to develop a plan is to identify all the key jobs that impact your bottom line.  Once these positions have been identified, you need to identify the key accountabilities of each job.

Using each key accountability as your focus, discuss the following:

  1. What knowledge does one need to accomplish the key accountability?
  2. What specific skills (both hard and soft skills) are required for superior performance of this key accountability?
  3. What are the intrinsic rewards that people engaged in this job will receive upon successful completion? True motivation is experienced when the intrinsic rewards match a person’s motivations.
  4. What experiences are required for superior performance of this key accountability?  Most managers place too much value on experience.  If experience always led to superior performance, all experienced people would be superior performers.
  5. What behaviour is required to carry out the key accountability successfully?Repeat this process for each of the key accountabilities.

After answering these five questions, you are now ready to evaluate what talents are required.  To do this use a tool such as the Success Insights TriMetrix benchmarking process which removes any personal bias and empirically assesses the talents required.

Each employee then needs to be objectively compared to the now identified behaviours. motivators and skills.  From this process, you can identify the talent gap and what action to take to move your organization to the next level.

Don’t be left behind.  Have the plan ready to implement as soon as your numbers indicate your business is on the upswing.  Advertising, screening and hiring new staff are simplified by your plan.
*Taken from the Success Insights Blog

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A better way of selling?

Is it just me, or are we all becoming more discerning in the way we are buying?  I’m not sure but it could be the effect of the Internet or rather the effect of real choice.  Lets face it sales people of the old type who try to manipulate you into their routine or way of selling are becoming quite annoying.

It is just an observation but we have noticed that having a good website is as bad as having an awful website.  Nowadays your website has to have content.  Your products or services have to have depth in their descriptions.  Your customers have to be certain before they pick up the phone.

The power once again rests with the customer.  Cold calling?  A waste of time! Salesey offers?  White noise!  Unsubstantiated special deals?  Old hat!

These techniques used to work (and occasionally still do, but much less frequently) so why the change?

I think the answer is becoming more clear.  I feel that people like to buy and not to be sold to and I am sure this trend is increasing.  People are becoming very “easy” or comfortable with the internet transaction.  It used to be quite a chore and certainly tested the bounds of technology and I for one became very impatient and annoyed with the whole process. However, slowly but surely better designed and intuitive websites, better shopping carts and perhaps better trained users has meant that the experience has become quite educational.  For example- we can actually read some of the books as a trial on Amazon.  At the same time, the delivery of product to our doorstep has become very sophisticated and inexpensive.  So the internet purchase has become the standard.

A glib sales pitch from a talking parrot (a sales person who has one script) is unlikely to impress a modern customer who is used to comparing prices and making decisions in their own time based upon factual information.  In fact its a real switch off.

The new sales process that works is not a process at all.  To even get in the door of a prospective client you must be trusted not to try and “sell”.  They have to TRUST you.

So how do you gain trust?  Recomendation, positioning, reputation, openness and honesty, engagement and no sales-process.  The salesperson has to come with the ability to be flexible,  the ability to flex!  Who cares if the demonstration comes before or after the trial close.  All Old Hat!

Trust is earned.  It is earned by being open, so every salesperson needs to express themselves somehow so that people understand them, understand their position, understand their motives and can trust them.

A big tip for me was reading a report of a comment Zig Ziglar made when asked where to get started in sales.  He said: “Throw a stone and where it lands start there… and stay there”.

Yep, that’s certainly a trust-builder!

 

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