Over the two decades in the many leadership roles, giving/writing feedback was one of the most arduous of all jobs — across dozens of roles, organizations, countries, and cultures. If you are a manager or a team leader — you are solely responsible for the feedback you are giving your team, both on content and method.
So, what is the secret of giving/ writing feedback? Feedback giving/ writing is both an art and a science. It is an extremely critical component of team building and as much as it is for developing one’s own career. I have condensed the feedback process into six points that can work in any situation. Good feedback will help your team be high on energy and ideas, become awesome in execution and develop a great attitude.
The secret sauce, ironically, is not about the receiver of the feedback. It is about asking yourself (feedback giver) these six vital questions.
Am I being specific? It is extremely critical to be as specific as you can be. It is easy to get carried away with analogies and incidents related to the point being discussed. Such meandering, however well-intentioned it may be, often leads to dilution of the message. It may even lead to a defensive mindset being triggered for the receiver. State facts and give examples in support of the feedback being given. Nothing more, nothing less.
Am I showing the way to grow and develop this person? Your job as a reviewer is to develop and grow people. Pointing to shortcomings does not help in any case. In fact, it would work counter-productive as the receiver pulls up the defences and closes their mind to any suggestions.
Can this person really do something about this? Think before if this person can do something about this or if you can help to change this behaviour? If the answer is no, that specific feedback is best left unsaid. Yes, think about it. What is the purpose of feedback on which the person cannot act?
Will this add value to this person? Focus your feedback on its value for the receiver. If your feedback will not add value to the receiver in the current state, resist from even saying it. Often, it is for us to offer some advice because it is dear to us and (however well-intentioned) do not think of the value it would add to the other person.
Does this represent facts? Write feedback promptly when the incident is fresh in your mind. Do not let other unrelated incidents influence your feedback. Good managers maintain a small notepad, to jot down incidents when they occur. This small notepad is worth terabytes of data that may be residing in our memory. Maintaining and referring that small notepad, will always bring us back to the facts at hand.
Finally, let silence do the heavy lifting. Silence is an extremely powerful tool. Any good negotiator would tell you that people tend to underestimate the power of silence when it comes to sales and social dynamics in general. “Saying nothing is way more powerful than spoken words” they would vouch. Silence during feedback not only defines alpha roles but also build the readiness to assimilate, process and draw on an action plan in the receiver’s mind. You must recognise the five signs that indicate silence is needed
Interrupting by talking over someone else
Formulating your response while someone is talking
Using a break in the conversation to create a distraction to change topics
Talking in circles
With these six simple steps, you will see your self a lot more effective and sought after by your team and people Try it out!
Rajesh Soundararajan is an entrepreneur and co-founder of Futureshift Consulting, a boutique consulting outfit that helps organizations chart their business, marketing and technology strategies that generate demand, drive predictable revenue and achieve impactful outcomes.
I share my experiences from a devastating accident in which I almost lost three fingers, and what I have learned from this miracle ordeal.
Three years ago, it was late Sunday evening in January when I met with a freak yet devastating accident. As I was working on a 12,000 RPM rotary metal cutting tool, a momentary lapse of attention and I severed my three fingers on the right hand.
This jolted my family and threw life out of gear. With three small beautiful children and a family that is dependent, an entrepreneurial journey, and a whole life ahead, a useless right hand, was the last thing one would want on.
By the time I was wheeled into A&E, the situation was grave, and more than one hospital in the area refused admission as they did not have the doctor on call over that weekend. It was a weekend night, and Bangalore roads were choked with heavy traffic.
The Two-Wheeler Ride To Eternity:
And clutching the tree dismembered fingers of my right hand tightly with the left. I rode pillion on a two-wheeler, and my wife was the ‘ambulance’ driver. The blood loss was significant as The body gushed out blood to the fingers. Sitting in the pillion, the one thing on my mind was to keep myself awake, come what may, and not become unconscious and fall off. I hugged my feet to the sides of the scooter, much like how you would on a horse and kept talking to my wife, lest i fall asleep. The notorious city’s traffic was not helping and a good 30-40 minutes later, and what seemed like an eternity, we reach a hospital that would admit us.
What happened during that ride was nothing short of awakening and rebirth.
What happened during that ride was nothing short of awakening and rebirth. My mind was filled with an intricate mix of self-doubt and self-acceptance on what-if and how I will live with just a thumb and a little finger for the rest of my life. A billion thoughts crisscrossed my mind. Would this be the end of me? Will I be accepted in this world? How will I have an opportunity to pursue my hobbies and passions for which I came back to India? How will I do as an entrepreneur? Would this end my professional life forever?
The Surgery And The Recovery
It was an intense 4-5-hour surgery under general anesthesia, and I remained drugged for hours afterward. I still remember the light banter in the Operation Theatre with the surgeon. He informed me that he would need me to sign the consent form, as he said, “….we can save one finger, be ready to lose two of them, but we will try to save the second one”. This was before the General Anaesthesia, and I replied, “Doc, without those three fingers, I cannot sign. How about you fix them, and then I can have the form signed in no time.” After a good guffaw, they got the consent form signed by my wife, who was there through out the phase not sleeping a wink.
Cut forward to 6 weeks later – As we went for the removal of cast and stitches, my doctor was awed and euphoric – for this recovery was beyond all his expectations. He mentioned I was ‘one big lucky man‘; While I was relieved, I knew deep within that the hundreds of prayers and positive energy from many well-wishers and the doctor’s dedication would not go waste.
And all that was backed by a rock-solid backbone by wife and children, strong support of family, prayers, blessings, and encouragement from many friends. Over the next few months – life had ‘raced back to normalcy – in 6-8 weeks, much earlier than the expected 6-12 months.
I was welcomed from the hospital with a cake, and the little ones were more excited to see me, than to have a piece of that cake.
I have learned a lot in those few months and unlearned many more. It indeed was a rebirth. With many cobwebs in mind removed, the mind knows what is essential in life. In retrospect, this was the best exerience in my life, yet. Couldn’t have been luckier to have this experience.
Here’s a summary of the six most important lessons that I’ve learned:
Throughout the adventurous journey, I realized the importance of having the love and respect of family, whom you could always depend on. My parents-in-law were all the time and my parents flew in from Dubai immediately after hearing this. With that confidence of the support of my family and friends, I would sail through this life. I was also fortunate to have support in the form of many hundreds of telephone calls and WhatsApp inquiries from all corners of the world. Many of them dropped by for a visit. Words of encouragement, flower bouquets, courier packages with holy water, ashes, and prasadams(similar to holy water, in the form of solid or liquid) from holy places were pouring in.
Within minutes of the accident, and immediately after the shock, I had mentally prepared to accept whatever was on the cards and whatever googly life threw at me. If it means living with just my thumb and the little finger for the rest of my life. I was ready for a life the way it was dished out to me.
Gratitude was the most important of all the learnings. Through the process of a long recovery, I was filled with immense gratitude for all the amazing things that life had to offer. I was grateful for all that so many people have done for me. Through the countless solitary moments, I thanked thousands of people, yes, thousands of people. I could vividly remember the faces of the many persons I had encountered since childhood. And, I believe that act alone was the single most significant contributor to my miracle recovery, a record of sorts.
Let alone not losing any of the fingers as the doctor had said, the recovery was much lesser than six-twelve months; I was ready and kicking and six weeks. In fact, just a day after the bandages removed and even without physiotherapy I went ahead and did what I love to do – an 800 km Road trip, more than half-which I was at the wheel.
I could vividly remember the faces of the many persons that I had encountered in life since childhood.
If there is one important thing other than gratitude, mentioned Earlier it is the law of attraction. Much I was accepting each day for what it was; I was not willing to let go of the optimist in me and the fighter in me. Each day, I would visualise miraculous healing and see the senior surgeon tell us that he was amazed at the speed of recovery.
Adaptability Of Human Body:
Through my journey, I was able to be aware of and observe remarkable aspects of the internal workings of the human body. The experience of ‘electric shocks’ from nerve endings as they try to heal, regrow and reconnect to the nervous system, the incredible way my left hand took over seamlessly, much like a doubles partner, to compensate for my every weakness. The reflexes had dramatically improved. Never in my entire life would I have experienced such a level of alertness and strong reflexes .
Dramatic Increase In IQ Tests
Here, I’m going to speak about something incredible that happened and is beyond imagination. This was more of an unintended consequence, serendipity if you may, for what you are about to hear is not something even I foresaw in my wildest dreams.
I am a regular player of online brain games like Lumosity. After that break of about 6 to 8 weeks, scores consistently surged way higher than any previous of the high scores. Not believing this magical twist, I took 20 -30 different brain tests. The scores were consistently 30-70% higher than my earlier high scores. On further research, I learned that sudden use of the left hand for the considerable amount of time helped activate the other half of the brain.
Today, I am so grateful to the people around me, my life, and the universe. When I play badminton, play with children, pick up those weights in the gym, or make that 10,000 km road trip – and all of them are still a bit of effort, nonetheless – not a day passes without feeling how blessed life has been.
This rule is some what counter-intuitive. Most aspirants to the top jobs, usually jump at the opportunity to travel with the superiors. They think that travelling with bosses gives them that extra time to shine. Don’t do it. Good senior executives judge on results, not on clever conversations.
Good top managers are also busy and unless you are working ion their projects, in less than ten minutes they get back to what they are working on. You must spend your travel time working . Airplane time is work time, so you may want to fly by yourself and gain those extra few hours. If you travel with a top executive and end up working on the flight, they would think you are doing it to impress them. Worse still, they want to read a book, relax, take a nap or may be watch a movie and they will be unsettled by your industriousness. Even if you have to fly the same plane, sit in a different section. Hotel time is also work time. If you travel with superiors they may be obligated to ask you for dinner. If they don’t you will feel hurt. Either ways your valuable time is wasted.
This is not a story of rags to riches. This is not even a story about the candidate. This is the story of how strong our biases are in the hiring process and how limiting our job descriptions are in selecting a great candidate.
A job description, as defined by Wikipedia, is a document that describes the general tasks, functions, and responsibilities of a position. It specifies the qualifications, experience, or skills needed by the person in the job.
Almost all HR and hiring managers swear by Job Descriptions. But have we ever realized that Job Descriptions could also limit our searches, resulting in potential false negatives?
Hi, it’s an important day for us. Finally after many years on the web as aspire2be, we have moved to a domain peoplefriday.xyz
Almost all of us have aspirations. Aspirations make us, us. And we are all people. People First.
Aspirations energise people, and we aim to achieving those aspirations. It does not matter when we begin, we want to get ‘there’ fast. So much like Fridays. As soon as the week begins, we look forward to a Friday.
Aspirations are for most part like Fridays. We love them, we slog to get there and there we are at it again – for our next Friday.
People’s aspirations and thus PeopleFriday. Oh Boy! it is a Friday, today.
You may have a thousand different goals over the course of your lifetime, but they all will fall into one of four basic categories. Everything you do is an attempt to enhance the quality of your life in one or more of these areas.
The Key to Happiness
The first category is your desire for happy relationships. You want to love and be loved by others. You want to have a happy, harmonious home life. You want to get along well with the people around you, and you want to earn the respect of the people you respect. Your involvement in social and community affairs results from your desire to have happy interactions with others and to make a contribution to the society you live in.
Enjoy Your Work
The second category is your desire for interesting and challenging work. You want to make a good living, of course, but more than that, you want to really enjoy your occupation or profession. The very best times of your life are when you are completely absorbed in your work.
Become Financially Independent
The third category is your desire for financial independence. You want to be free from worries about money. You want to have enough money in the bank so that you can make decisions without counting your pennies. You want to achieve a certain financial state so that you can retire in comfort and never have to be concerned about whether or not you have enough money to support your lifestyle. Financial independence frees you from poverty and a need to depend upon others for your livelihood. If you save and invest regularly throughout your working life, you will eventually reach the point where you will never have to work again.
Enjoy Excellent Health
The fourth and final category is your desire for good health, to be free of pain and illness and to have a continuous flow of energy and feelings of well-being. In fact, your health is so central to your life that you take it for granted until something happens to disrupt it.
“Relax and allow affirmations to go through your subconscious mind!”
According to whole brain research, you can learn subjects quite rapidly as a result of deep relaxation and music used in a systemized, organized process. Because of this, it is also possible for you to learn new belief systems using the same techniques.
The process of taped affirmations combines positive affirmations with both music and relaxation. This makes it possible for your mind to accept the affirmations at an accelerated rate, resulting in your desired behavioral change.
Peace of Mind is the Key
Peace of mind is essential for every one of these. The greater your peace of mind, the more relaxed and positive you are, the less stress you suffer, the better is your overall health.
The more peace of mind you have, the better are your relationships, the more optimistic, friendly and confident you are with everyone in your life. When you feel good about yourself on the inside, you do your work better and take more pride in it. You are a better boss and coworker. And the greater your overall peace of mind, the more likely you are to earn a good living, save regularly for the future and ultimately achieve financial independence.
Control Your Attention
Life is very much a study of attention. Whatever you dwell upon and think about grows and expands in your life. The more you pay attention to your relationships, the quality and quantity of your work, your finances and your health, the better they will become and the happier you will be.
Here are three things you can do immediately to put these ideas into action.
First, take time on a regular basis to think about what would make you really happy in each of the four areas.
Second, set specific, measurable goals for improvement in your relationships, your health, your work and your finances and write them down.
Third, resolve to do something every day to increase the quality of some area of your life – and then keep your resolution.
“Recapture the Health, Vitality and Physique of your Youth!”
Discover how to lose a pound a day – and keep it off.
Studies show that health and weight loss are areas of our life we say we need the most improvement in. If what you’re doing on our own isn’t getting the results you’re looking for, I will help you get there.
Over the last couple of months, I have struggled with this. Carrying years of negative energy, anger at people who I once trusted, and who let me down- all that affected me all these years. It has started again now- and I am trying my level best to move on.
Steve W. Martin Steve W. Martin teaches sales strategy at the USC Marshall School of Business. His latest book on sales linguistics is Heavy Hitter Sales Psychology: How to Penetrate the C-level Executive Suite and Convince Company Leaders to Buy. If you ask an extremely successful salesperson, “What makes you different from the average sales rep?” you will most likely get a less-than-accurate answer, if any answer at all. Frankly, the person may not even know the real answer because most successful salespeople are simply doing what comes naturally. Over the past decade, I have had the privilege of interviewing thousands of top business-to-business salespeople who sell for some of the world’s leading companies. I’ve also administered personality tests to 1,000 of them. My goal was to measure their five main personality traits (openness, conscientiousness, extraversion, agreeableness, and negative emotionality) to better understand the characteristics that separate them their peers. The personality tests were given to high technology and business services salespeople as part of sales strategy workshops I was conducting. In addition, tests were administered at Presidents Club meetings (the incentive trip that top salespeople are awarded by their company for their outstanding performance). The responses were then categorized by percentage of annual quota attainment and classified into top performers, average performers, and below average performers categories. The test results from top performers were then compared against average and below average performers. The findings indicate that key personality traits directly influence top performers’ selling style and ultimately their success. Below, you will find the main key personality attributes of top salespeople and the impact of the trait on their selling style.
Modesty. Contrary to conventional stereotypes that successful salespeople are pushy and egotistical, 91 per cent of top salespeople had medium to high scores of modesty and humility. Furthermore, the results suggest that ostentatious salespeople who are full of bravado alienate far more customers than they win over.
Selling Style Impact: Team Orientation. As opposed to establishing themselves as the focal point of the purchase decision, top salespeople position the team (presales technical engineers, consulting, and management) that will help them win the account as the centrepiece.
Conscientiousness. Eighty-five per cent of top salespeople had high levels of conscientiousness, whereby they could be described as having a strong sense of duty and being responsible and reliable. These salespeople take their jobs very seriously and feel deeply responsible for the results.
Selling Style Impact: Account Control. The worst position for salespeople to be in is to have relinquished account control and to be operating at the direction of the customer, or worse yet, a competitor. Conversely, top salespeople take command of the sales cycle process in order to control their own destiny.
Achievement Orientation. Eighty-four per cent of the top performers tested scored very high in achievement orientation. They are fixated on achieving goals and continuously measure their performance in comparison to their goals.
Selling Style Impact: Political Orientation. During sales cycles, top sales, performers seek to understand the politics of customer decision-making. Their goal orientation instinctively drives them to meet with key decision-makers. Therefore, they strategize about the people they are selling to and how the products they’re selling fit into the organization instead of focusing on the functionality of the products themselves.
Curiosity. Curiosity can be described as a person’s hunger for knowledge and information. Eighty-two per cent of top salespeople scored extremely high curiosity levels. Top salespeople are naturally more curious than their lesser performing counterparts.
Selling Style Impact: Inquisitiveness. A high level of inquisitiveness correlates to an active presence during sales calls. An active presence drives the salesperson to ask customers difficult and uncomfortable questions in order to close gaps in information. Top salespeople want to know if they can win the business, and they want to know the truth as soon as possible.
Lack of Gregariousness. One of the most surprising differences between top salespeople and those ranking in the bottom one-third of performance is their level of gregariousness (preference for being with people and friendliness). Overall, top performers averaged 30 per cent lower gregariousness than below average performers.
Selling Style Impact: Dominance. Dominance is the ability to gain the willing obedience of customers such that the salesperson’s recommendations and advice are followed. The results indicate that overly friendly salespeople are too close to their customers and have difficulty establishing dominance.
Lack of Discouragement. Less than 10 per cent of top salespeople were classified as having high levels of discouragement and being frequently overwhelmed with sadness. Conversely, 90 per cent were categorized as experiencing infrequent or only occasional sadness.
Selling Style Impact: Competitiveness. In casual surveys I have conducted throughout the years, I have found that a very high percentage of top performers played organized sports in high school. There seems to be a correlation between sports and sales success as top performers are able to handle emotional disappointments, bounce back from losses, and mentally prepare themselves for the next opportunity to compete.
Lack of Self-Consciousness. Self-consciousness is the measurement of how easily someone is embarrassed. The by-product of a high level of self-consciousness is bashfulness and inhibition. Less than five per cent of top performers had high levels of self-consciousness.
Selling Style Impact: Aggressiveness. Top salespeople are comfortable fighting for their cause and are not afraid of rankling customers in the process. They are action-oriented and unafraid to call high in their accounts or courageously cold call new prospects.
Not all salespeople are successful. Given the same sales tools, level of education, and propensity to work, why do some salespeople succeed where others fail? Is one better suited to sell the product because of his or her background? Is one more charming or just luckier? The evidence suggests that the personalities of these truly great salespeople play a critical role in determining their success.
In this post, I want to share with you a few key characteristics of successful sales people and how they differ from the normal sales people. You would probably agree the majority view that successful sales people meet their quotas, are happy with their profession and are enthusiastic about their customer satisfaction. On the contrary, those struggling to meet quotas (quarter on quarter), that are stressed and worried each day and have a habit of constant complaints about their customers are possibly unsuccessful sales persons. Having seen thousands of sales people and managed and coached hundreds of them, I thought it would worthwhile to share my experience in a simplistic six-point format. I share these based on my observations on what happens when the sales person meets their customer – where the rubber hits the road. A successful seller has a distinct approach to selling. He/ She
concentrates on buyer’s need and solving their pain
is focused on customer satisfaction; The purchase order for them, is means to an end.
always, converts features into benefit statements for the prospect
is an active listener; asks questions to clarify his own understanding
cooperates with the prospect in making the buying decision
congratulates prospect on making the right choice
A normal salesperson is very unlike the above and usually demonstrates the following traits –
is focused on the product
is only interested in getting the order
can rattle out product features tirelessly
talks endlessly, never missing a beat
pushes for the sale, oblivious of what is running in his prospect’s mind
thanks prospect for the order
These fundamental differences almost always do sift between the rice and husk. Happy Selling!
One of those big myths about business decision making is about the inherent admiration of a aggressive, super-sure, quick decision maker. This strategy may be great in certain situations – not so good in others.
Some decisions in haste can be reversed, altered or has little impact. These haste decisions are necessary if there is a fire in a factory. Decisions made for the sake of speed is a little different from decisions that require swiftness. Understanding the difference is critical. There are two kinds of decisions – revocable and irrevocable. Revocable decisions are changeable decisions that can be made relatively fast and if it is wrong or needs to be altered, can be changed again relatively fast wit comparatively minimal impact. Examples would be – Office layouts, Advertising schedules, Not making a decision, Pricing, Phone service provider, Choosing an insurance company, even hiring a contract staff or a tier 2 reseller. Irrevocable decisions such as brand name, acquisitions, executive hires, buildings, IT architecture are usually not easily irrevocable. Exercise caution while taking irrevocable decisions. Even if you need to take these decisions under time pressure, then you need to read fast, assimilate information fast, analyse fast, think fast and then decide. The decision may seem fast – but as a manager – you know you have done your due diligence. Sounds easy! The essence of understanding the difference is the situations under which you operate in a particular mode that will make you successful. Tim to decide! Merry Christmas!
Is it a coincidence that majority of corporate Presidents started as a salesman or were sales people at some point in their career? Selling is a super critical function. Selling possibly is the only function that gets up close and personal to your customer. A sales person starts to understanding customer’s likes, dislikes and idiosyncrasies. They get to know the precise reason why a product or company clicks or why it ticks. And as the salesperson grows in the organization to increased responsibilities, they start shaping products, teams and organization structures to address their customer’s need. They have first hand experience and the conviction required to fix things that generates revenue for the company. Over time and not surprisingly, the successful salesman becomes an star within the company. He is well recognized, for the sales man knows their customers the best. When management wants to hire for a position on the management team,
who do you think would be on their A-list – A star salesman.
Secondly, since organization exist because of their customers, management would prefer some one who has been with the customers for senior positions.
Thirdly, in all probability the current CEO and the executive team were salespersons themselves in the career. It is only natural for biases towards star salespersons.
Whatever be the case if you are a salesman you are in good hands. You have the inherent advantage to get to the top. If not, get a role in sales to fill up that gaping hole in your otherwise impeccable record.
Making an impact is a good thing. To leave a mark is a good thing. However in this destructive goal pursuit of ‘leaving a mark’ and ‘making an impact’ managers often reverse their predecessors decision and change things just to ‘leave a mark’ and ‘make an impact’. Successful CEOs from Jack Welch to Lou Gerstener, did change a zillion things. They did make an impact. But they did retain one characteristic – they encouraged good things. If you find good things – however dull, old or tried – just add fuel to it. catalyse more of it. Not every success is about solving a problem, or doing a turnaround. The sole financial objective of a company is to give significant returns to its shareholders. You do this by finding and filling your customers needs. If you customers love it – do not change it. Do not change the labels, the ingredients, the name, price, advertising or anything else. IBM understood the power of its eight bar logo and its brand name. Coke understood the power of its ingredients. The Disney company understands the value of Mickey Mouse. P&G is never tired of telling people that Ivory soap is “99 and 44/100 per cent pure”. And they did it for fifty, seventy, hundred years. Don’t change the formula for success – Add fuel to the fire!
Another big myth from practicing managers is that they think that the biggest budget and the most people reporting to them is a guarantee to get them to the top. This probably was true in the days of kings not in today’s flat world. Today, it is all (only) about doing more with less. Do more – Grow revenue, profits, marketshare – with less people, money and resources. A few cardinal rules
never complain that you are expected to do more than what your budget enables
do not be that manager who is constantly hiring people
never use lack of resource as an excuse
Forget the empire. Power and promotions go to people who can do more with less. Efficient producers not resource hungry administrators.
When my nephew was seven years old, his favourite cricket team Deccan Chargers was clearly winning, with 12 runs needed off 36 balls and two wickets to spare. Convinced of the victory, he offered to bet his grandfather on the outcome of the game. His grandfather laughed and agreed. The stakes were $4.64, all they money that the seven year old had. In the next five minutes the bowler took two straight wickets and the boy lost. The kid hated to lose and as he was giving away his life’s earnings his grandfather said, “Only bet on yourself. Don’t bet on events and people you can’t control to influence. Don’t bet on what you don’t know or understand.” These golden words hold immense wisdom in business. History is galore with examples from sub-prime crisis to Wall Street crash to the dot-com burst. These events had downed hundreds of companies and rendered millions unemployed. They had one common characteristic. The executives of the failed firms had an appetite for risks. More importantly they were betting on risks beyond their control; on things they did not understand and on things that they did not believe in. Was it then a surprise disaster was in the making. The golden rule of any successful manager or entrepreneur – he would should bet only and only if he can influence and has control. Risk taking is not a great idea if you do not control the risk factors.
Business is tough and may is not joy ride. That should not stop you from emanating joy and having fun along the way. As a manager, you are expected to to keep the team focussed towards the goal. You are supposed to to lead them through the journey. You can make the journey hard, grumpy and tiring. Or you have a choice to make the joy, fun and lively. It is a common knowledge that people who enjoy their work can be more creative, more enthusiastic and more productive. Conversely, an environment that is constantly serious and matter-of-fact is stressful and inefficient. The manager who is able to maintain a sense of humour, lightens the mental load will always have a motivated happy team. A motivated less stressed team is a more productive team. They achieve things faster, better and bigger. Sense of humour is mark of intelligence and quality sought out for corporate presidents. If you see it as a rare quality – all the more reason you have a better change of being one if you possess one. Make fun@work a reality.
Big problems will always surface. Even if they are hidden unintentionally, the fall out is disastrous when they surface. The ‘hiders’ are always face a more serious censure than the ‘discoverers’. The discoverers are being safe. the ‘hiders’ were trying to cover up. the fall-out is not always nice. When you know of a big problem or a goof up, let the bosses know immediately. The delay is only going to worsen things. At least, if you shout early, you can get help. Turn the problem into opportunity. Give them a potential estimate of loss. Give possible scenarios. Give solutions to come out of the situation. Ask for help, resources, management support. At least they can strengthen your hands. It is also important that you position yourself of independent reporter in control. Describe the problem as if you were not previously involved. Watergate to Vietnam, bankruptcies to Iraq, all elephants that ere hidden and mismanaged.They grew bigger and bigger and beyond control., When they could no more be hidden, the hiders lost everything.
‘Boss Bitching’ is a fad. An entertaining one, at that; though not the right one to take you to the top. All of us have heard people who can just complain and complain about their bosses – just give them an opportunity and they can rattle the worst things about their twenty-seven bosses through career. They share horrifying stories about their tyrannical and incompetent bosses, that have reached the top while leaving these people in the lurch. Such sad stories are for losers. Winners do not have tyrannical bosses. They have fantastic bosses and amazing supervisors. Just as most people can vividly remember their memorable teachers and their teachings from kindergarten to Graduate school, the same applies to business. Winners do remember learning from their bosses. They know, that most people do not have a choice on hiring their bosses. But they do have a choice of learning the good qualities from them. They know, that nobody is perfect, and every body is good at something. Winners learn, study, emulate the good things from their boss – whoever they are. Great teachings from superiors are subtle, yet significant—they praise properly, they are fair goal setters, they are honest, they let people grow. There may have their idiosyncrasies and whims – but great bosses are usually hard working, smart and open minded. Seek those people early in you career. Seek people with those qualities. Work for them. Watch them closely. see how they handle problems and handle criticism. Note how they manage people and get things done. Walk their way!,
Your brain will make you money, but it is your body that carries your brain. The better shape your physical health is better is your mental health – the greater is your capacity to be productive and efficient.
And there is another good reason. Ninety-five percent of people trying to climb the corporate ladder are unfit or out of shape. You will be able to start earlier, take fewer breaks and end your day still energetic and with an enthusiastic spirit.
You will even sleep better. You will energy to spend time with family and even play with your kids. You will be energetic and will be noticed as an energetic leader. Your spirits will be up and there are lesser chances of you getting depressed.
You will have more energy and motivation to meet friends, build network, play your favorite sport, socialize, see your kid’s theatre, volunteer and a lot more. It is your choice. How you keep fit is up to you.
Food for thought: If Anil Ambani, net worth $13.7bn can run 18kms a day, so can you! The younger Ambani is a fitness freak and his passion for running is well documented. He’s a regular on the marathon circuit and his running mates include a canteen boy who works at the State Bank of India in Nariman Point. He’s also seen at Mumbai’s Mahalakshmi Race Course with his children where they enjoy horse rides. Anil Ambani is up every day by 4:00 a.m. and reads every scrap of information published while he was sleeping before he hits the road. (Source: http://business.in.com/article/india-rich-list-09/lifestyles-of-the-rich-and-famous/7352/1)
Remember those braggers, who claim that they have never taken a vacation in years. He or she must be a fool or a very poor manager. You should be able to set people, systems and processes in such a way that they can function without you. How else will you be able to go out to meet customers?
If your department can work when you travel for customer meetings, so can they when you take vacations.
If your department cannot move an inch without you, then it is a shame on your management style – you have not built an organization that is self sustaining – start building it.
In any case, there are many reasons why you must take vacations.
If you travel and meet more people, the more you learn. The more you learn the wiser you become. It is not with a reason the great philosophers and kings in those days travelled around the world or went on voyages.
When you are away from the rut of routine, new ideas crop up. You can broaden your horizons and out-of-the-box thinking may emerge. Simpler solutions to solve complex issues!
It will be the time to pursue your other interests – writing a book, photography, snorkeling or climbing the Kota Kinabalu.
It is a time to think and plan. Even a planned vacation forces you to work hard before you leave and finish stuff that otherwise would have taken weeks.
When you come back, you are energized and raring to go to take your team and the organization to the next level – the right thing to do.
Always plan your vacation in advance. Pick your dates, let your bosses know. Never cancel, Never leave a phone number. It might be hard first – but try it. Soon it will become a norm.
Experiment and go to different places.
But always go. Get out of the rut. Smell fresh air. Get fresh ideas. Find new ways of doing things.
The US economy loses over $900 billion annually in lost productivity and up to 28 percent of workers’ time due to information overload because of email. The impact is severe – not enough strategic thinking time, lack of work/life balance, and workflow breakdowns. With billions worth of lost productivity each year, many companies are questioning the value of e-mail and how to bring it back into balance. It would appear on the surface that e-mail is a big problem. However, is e-mail really the problem, or is it the approach to e-mail that’s flawed? It is easy to see that the real issue is the behaviors employees have adopted and developed around approaching their inboxes, such as:
compulsively checking e-mail
loosely constructing e-mails
holding 1000s of e-mail messages in the inbox
To get e-mail under control, we must first re-examine these approaches, recognize that they may not be working, and replace them with behaviors to manage e-mail more effectively, not just as individuals but as teams and organizations. I suggest you apply the popular McGhee E-Mail PASS Model the next time you write an important e-mail. It is seen that users spend 32% lesser time, 81% and fewer messages in their inbox when they use this model. Ask yourself these four questions while composing e-mails that are lengthy and take more than two minutes to write.
P – What’s the Purpose of your communication and does it relate to a Meaningful Objective? (If it doesn’t relate back to your Meaningful Objectives consider renegotiating or disengaging.)
A – What Action is involved and does it have a due date? (Be clear about what you want the recipient to do: take physical action, respond only, read only, or simply review as an FYI. When using time lines be discerning and make sure they mean something and hold people accountable to your timeliness.)
S – What Supporting documentation do you need to include? (Identifying the supporting information that the recipient needs in order to complete the requested action successfully. This will reduce the likelihood of your message coming back to you with questions.)
S – Have you effectively summarized your communication in the Subject Line? (Follow three elements to a good Subject Line: clarify the meaningful objectives or projects that the e-mail message relates to, clearly indicate the action requested, and identify a due date, if there is one.)
So the next time you write an email, let people talk about your ability to PASS the test.
Contrary to popular notion of doing something in group, Do something Hard, Do something Lonely. Practice something very individualistic and something that that most others will be unwilling to do. This will help you feel tough, help you concentrate, boost your ego and make you feel special. It will mentally prepare you for the business battles. Remember, it does get lonelier at the Top. Something that is hard and lonely is studying for a graduate in film making, especially in winter, when everyone else is snoozing under their sheets. Or running slow over long distances at 4:00am in the morning (versus jogging with a million others at the fitness club in the evening). Learn carpentry, write a book, read Tolstoy, but do it yourself. Do it alone and solo. All the great and successful athletes and artists that you admire did have endless hours of toil when the world was sleeping. So do corporate Presidents.
Over the weekend my wife posed me an interesting question – “How can we tell leaders to be less intimidating, even when their influence on subordinates is unintentional?” I quipped – “Is it me, you are talking about?”, since both of us work in the same firm and I happen to be its CEO. On a serious note , I said, “A good question, and my first answer – Just get away from there”. This is sometimes the best thing a superior can do, by physically not being there and stifle the thinking and suggestions in a group of otherwise similar-status peers. I am sure there are many examples each of us can come back with. What is really happening here? In many a situation the leader unintentionally imposes his ideas on others, thus hindering free thinking. This may not be the ‘Directive Leadership’ that Social psychologist Clark McCauley describes in his research on factors influencing Groupthink. In fact, in many Asian cultures the hierarchical structure is so deeply ingrained that even the mere presence of the superior, prevents free thinking and free exchange of ideas. It may be out of respect or out of fear – whatever the cause the effect is the same – ‘Death of Free Thinking’ To prevent such situations, I have seen many leaders consciously avoid being present in a group workshop or a brain storming session. They visit only towards the end to listen to the summary. Is that a good idea? May be, partly. While that solves this problem, it creates another beast.Over time, the superior becomes ignorant and aloof from the ground realities. The leader loses the precious knowledge on how the team thinks and works. What then is the right answer? I do not have clear answers, except to say you may want to do either of it in moderation. Story of Cuban Missile Crisis: In October of 1962 when President John F. Kennedy’s advisers were debating about what to do about the Cuban Missile Crisis, when the Soviet Union was taking steps to place missiles topped with nuclear weapons just 90 miles from Florida. Kennedy had gathered experts with diverse opinions and knowledge and encouraged them to express their opinion. As Irving Janis mentions in his article Groupthink, at one point, Kennedy divided the larger group into multiple sub-groups and asked each to develop solutions — in order to avoid excessive and premature consensus. Kennedy also reduced the potentially stifling effects of his status as president by being deliberately absent from these subgroup meetings, Although historians and psychologists continue to debate how important such measures to avoid groupthink were for producing the decisions that ultimately defused the crisis, I think that the more general lesson holds: sometimes the best way for a leader to reduce undue influence is to leave the room or avoid going to meetings where his or her presence will hinder frank discussion and deep examination of facts.
Over the last few weeks, I have been inundated with phone calls and emails from friends and colleagues, most of whom have lost their jobs because of ‘the economy.Barring a few exceptions, I believe that most Of them were worthy performers with commendable capabilities. Each of them had some worthy skills and unique talents. It was poignant, however, when I saw them live a sense of amputated existence – in their minds and spirits.
This note I dedicate to them and many others like them.
A formal employment give, or at least is supposed to give, three things:
A sense of identity with a name card with a title and a company name
Monthly cash flow to sustain living expenses and to create assets.
1. Job security: The closure of Lehman and lay-offs by GM, Microsoft, and IBM only question the same hypothesis of Job Security in salaried jobs today.
2. Identity: a name card and title give us a sense of social status. Why would you not achieve the same if you start your own company and become the CEO or consultant? You have just given yourself a title and a job scope, which you have always wanted.
The other aspect of identity is the “company brand” or “revenues” of the company. Think about it – these top Wall Street banks just crumbled. General Motors and Chryslers reported pathetic performance; they could not get a single act right. You sure are better than those CEOs. At least you did *not* depreciate public money. In your evaluation, your worth needs to be better than what you think by being an appendage to someone else’s.
3. Monthly cash flow is the most rational reasoning and has a practical impact. We all need money to run our homes, eat food, pay rent and pay for children’s education. If we were to calculate these with a level of practicality – go back and check our current bank reserves and re-prioritize. I would reckon that most people in middle and senior management should be well off. In most cases, we can live well, without a job for 5-20 years, with a reasonably good lifestyle. Does that give you some confidence? I suggest you do this exercise and think about it. We are more prosperous than we believe, and we are far more capable than we think we are.
The above view assumes that the ones who are laid off or made redundant are good performers and have enough capability in their respective fields. It is presupposed that they have an intellect and potential which helped them in delivering success in their earlier jobs.
Needless to say, if I were the those good-for-nothing or someone who just counted the monthly pay checks into the bank without any performance or capability, then they were plain lucky to have been employed in the first place.
Well, wise men said it in the past and it is true even today – “before you utter something, count to 10, take a deep breath and then speak”. A friend of mine Arun Cavale often says – “What you have not said, you can always say later. What you have said, you can never take it back”
Never write a note that criticises, hurts or belittles or humiliates a colleague.
Do not write a condescending note or a note that is unkind, sexist or does not respect the individual.
Never send out a email that is written in anger or frustration.
We live in a small world. People get promoted, change companies, jobs, roles. They have influential friends. Companies merge, acquired or get acquired. Your self-made enemy may show up anywhere. Never give a company rival a smoking gun. Spend your energy in positive things. Makes sense? Common sense? Nonsense?
PS: If you still love to write nasty notes that sound sweet, you may want to read “Manipulative Memos” by Arthur D. Rosenberg 🙂
People are people. They are more than people.They are mothers, fathers, friends, coaches, teachers, volunteers, photographers, charity workers and contributors. They can do a lot of things if they are appreciated and they can do it better if they are motivated and thanked. Successful managers make people feel special. People who work with excellent mangers feel that they are needed not used… are contributors, not costs… are workers not worked… are instrumental, not instruments are sold on what to do, not told… are people, not personnel… are measured, not monitored… are asked, not questioned.. are well paid, not underpaid. ***
I remember reading a book many years ago- Whale Done! : The Power of Positive Relationships by Kenneth Blanchard, Thad Lacinak, Chuck Tompkins, and Jim Ballard Ken Blanchard teamed up with co-authors from SeaWorld and wrote this parable styled book that opens up to the techniques used by killer whale trainers. What do people around you have in common with a killer whale? Both whales and people perform at their best when you accentuate the positive. It is important, therefore, to always redirect negativity to increase productivity both at work and at home….. read the book
Q: How do you rise up in the organization? A: Take your Boss’s job faster than others.
Having said that, your Boss cannot vacate his job, unless he has a better job! So essentially it means two things 1. Make your Boss look good so that he is promotable. 2. Make yourself promotable by making your Boss’s Boss look better. Why am I talking of your super Boss here – because you must look good to your Boss’s Boss as well. Because in many cases, Boss’s Boss still is influential and is a key player in your growth. He may not proactively push your case. But if he does not see worthy of the job, he will stall your case. How does one make these happen. I am not talk of sucking up or sycophancy here! You make people look good by these eight steps. Simple…
Anticipating their needs
Do that extra work to solve their problems
KEEP THEM INFORMED (by far, this is where most people fail – no boss likes surprises or for that matter even good surprises – and most people fail in keeping the bosses informed on the possible risks and seek their help proactively. Remember, you may be confident that the issue may be small and you will be able to handle it. Well then state the issue and say it so. The worst thing is that at 11th hour you reach out to your boss and tell that you just screwed it up and he is helpless.
For purposes of this series, we will be using résumé and curriculum vitae (CV), interchangeably.
A CV with a ‘for everyone’ cover letter = junk mail A CV without a cover letter = waste paper. Imagine the fate of hundreds of direct mailers that you pick from the mailbox. Do they ever get into your door? In all probability, they would have hit the trash somewhere between the mailboxes to the door. In Singapore, where I live, they have a trashcan next to the mailboxes in most apartments and that makes thrash-ing a bit easier. Most – 99.2% – of the CVs go straight from Inbox to Trash. Now a days, I hear that some companies have developed some amazing software code that helps them generate a nice sounding rejection letter before moving to trash. Most of the CVs however are ignored. To elucidate this, imagine this – how do you react when a salesperson knocks at your door without an appointment? Would you have ever bought a dime of insurance policy from someone who just barged into your office or home without an appointment? Cold calling, as they are called have very extremely low success rates. The customer may just not need for the product, they may be too busy to talk, or better still, they may just be watching their favorite soccer match for the 11th time. You are the product and your CV is your brochure. Super sales people never send a brochure before meeting with a prospective customer. They know that sales brochures (in some cases, I have seen twenty-page proposals) sent prior to needs analysis is irrelevant, off target and often unread. Super sales people send brochure after the first meeting or bring it with them on follow-up calls. If the brochure is not completely customized to the customer’s needs, the sales person highlights the product benefits that will have the highest chance of solving the customer’s problems. Super sales people create interest in their products and use the brochures to re-affirm and to leave a lasting impression of the product or the meeting. Why are we saying all this – You may just follow what super sales people do and make your CV behave like a Velcro. That happens only after customer reads it after talking to you, hearing about you, or meeting you. This is particularly true if you have interviewed or spoken to the hiring manager. Your CV will be able to deliver to the ‘needs’ Turn junk mail into a money mail. Do not send a CV without proper preparation. If possible, deliver your CV in person. Present your CV. Follow-up with your CV that meets the needs. Best-of-luck!
 Wikipedia defines CV thus – A curriculum vitae (CV) provides an overview of a person’s life and qualifications. The CV is typically the first item that a potential employer encounters regarding the job seeker and is typically used to screen applicants, often followed by an interview, when seeking employment.  Wikipedia defines a resume thus: A résumé (French pronunciation: [ʁezyme]) is a document that contains a summary of relevant job experience and education for specific employment search. The résumé is typically the first item that a potential employer encounters regarding the job seeker and is typically used to screen applicants, often followed by an interview, when seeking employment. The résumé is comparable to a curriculum vitae in many countries, although in Canada and United States it is substantially different.
Close on the launch of the series -“Aspire to be a CEO: …” series, we are now starting another parallel series -“Landing a DREAM job, not any job…” Thank you all for the great support – feedback, tweets and retweets. Today’s workplace is super competitive and lot more dynamic. There are more and more awesome jobs; yet it is harder than ever to land one of them. The rules are changing by the day and in most cases, “the job application” process has just remained the way it was in my grand dad’s times The rules in the “Landing a dream job, not any job…” series may sound a bit iconoclastic, to a few. The idea is not to make you a rebel. It is to set you thinking.
· Think if your current conformist approach is really helping you get what you want. · Would you personally believe (leave out the crowd thinking) doing something different help. · What would you do, if any, that you would differentiate yourself?
This is not about the usual stuff. We are not talking about being average and mediocre here, are we? Watch out this space!
There are four rules of time. 1. The first is that time is perishable. This means that it cannot be saved. In fact, time can only be spent. Because time is perishable, the only thing you can do with it is to spend it differently, to reallocate your time away from activities of low value and toward activities of higher value. But once it is gone, it is gone forever. 2. Time Is Indispensable The second rule of time is that time is indispensable. All work requires time. No matter what it is you want to do in life, even looking out a window or sleeping in for a few extra minutes, it requires a certain amount of time. And according to the 10/90 Rule, the 10% of time t hat you take to plan your activities carefully in advance will save you 90% of the effort involved in achieving your goals later. The very act of thinking through and planning your work in advance will dramatically reduce the amount of time that it takes you to do the actual job. 3. The Currency of the Future The third rule of time is that time is irreplaceable. Nothing else will do, especially in relationships. Time is the only currency that means anything in your relationships with the members of your family, your friends, colleagues, customers and co-workers. Truly effective people give a lot of thought to creating blocks of time that they can then spend, without interruption, with the important people in their lives. 4. The Key to Goal-Achievement The fourth rule is that time is essential for accomplishment. Every goal you want to achieve, everything you want to accomplish, requires time. In fact, one of the smartest things you ever do, when you set a goal, is to sit down and allocate the exact amount of time that you are going to have to invest to achieve that goal. The failure to do this almost always leaves the goal unaccomplished. Action Exercises Here are two things you can do immediately to put these ideas into action: First, decide today to redirect and reallocate your time away from low-value tasks and toward high-value activities. Second, make a plan to spend more time face-to-face with the most important people in your life. The more you think about the use of your time, the better you will become. By: Brian Tracy
I remember not so long ago reading Robert Kiyosaki’s Rich Dad, poor Dad said “Money is not the cause of all evil, lack of it is”. A very controversial statement, indeed. More so, in many cultures where making money = evil. Well if you believe in that, read no further J
After you have chosen your profession whether it is banking, advertising, manufacturing, software, or something else – go and work for the company that offers you the most money. If you have not figured it out on what career or industry is for you, better still, take the job that offers you the most money. If you are already in the organization, always take the transfer, or assignment that pays the most money. (How disgusting can we getJ, we have used money four times in this paragraph).
There are five key reasons why you must go for the money.
1. All your benefits, perquisites, bonuses and subsequent raises will be based on your salary. Corporations usually give the extra compensation as percentages. Therefore, a 10% raise on a $120,000 @ $120, better than the same raise on a $100,000 salary.
2. The higher paid you are, the more visible to top management you will be. (They will want to keep tabs on that super duper guy who is taking away so much of company money J)
3. The more money you are paid, the more contribution will be expected of you. (Obviously. Whoever said, there was free lunchJ). This means you will be given more responsibility, bigger tasks and tougher problems to solve. And hence – more chance to perform which in itself is an invitation to success. (More chances to screw up? Well, we will keep that for laterJ)
4. If there are two candidates vying for a promotion to a job that pays $150,000 and one makes $100,000 while the other $120,000, the higher paid person gets the job regardless of talent contribution or anything else. Corporations take the easy way out and it is easier to promote the higher paid than the lower paid.
5. Finally, in business money is the denominator. The more you make the better you are doing. Simple.
 Promoting the higher paid employee is the path of least resistance in most situations. Someone else has already approved the higher paid’s compensation. That means he must be really good. Others just concurred. In fact the sponsors of the higher paid are themselves even higher paid. Promoting the higher paid endorses the wisdom of the upper management. Whoever said, it was fair!
Well for starters, let us see the difference between Line jobs and Staff jobs.
Line jobs make money for your organization. In some places they are also called profit centers. Line jobs bring in money and have direct relationship with profit and loss. They impact the business and bottom line directly. They are the reason for your organization’s existence.
Staff jobs, also called as cost centers in organizations include lawyers, planners, data processing people, research and development, scientists and administrators of all types. Some justifiable staff jobs indirectly get and keep customers. Jobs that don’t get and keep customers are redundant.
In today’s organization structures the distinction between line jobs and staff jobs is sometimes blurred. It is still easy to identify them – line jobs are where the action is. Period.
Line jobs include sales people, sales managers, product managers, plant managers, marketing directors, foremen and general managers – generally revenue generating functions.
In many companies, majority of the people are either doing administration or field sales. Administrative people are not bad or untalented. But the organizations do not usually view them as cutting edge. The company does not depend on them. They are increasingly being replaced by automated computer systems and application software that can manage the routine. In other cases, these people are replaceable by people from other industries with minimal training and tolerable impact to business.
Take a staff job only if it 1. is purely temporary, 2. a stepping stone and 3. If it pays more money.
Be sure what the line and staff jobs in your company are. Be sure to get the right one.
In today’s world, it is important that you aspire to do something that you really love! There are numerous opportunities & if you are one of the real few, who really know what to do, by when, then you are already halfway there.
The secret to life is to have a task… something you bring everything to. And the most important thing is – it must be something you cannot possibly do. Henry Moore, Sculptor
This is the age of achievement. You have all the tools required to succeed in life. To create a masterpiece, that other can look up to. It is for you to use these tools and make the most of what you have and achieve your true potential. This is an article by Brian Tracy. The Seven Ingredients of Success Peace of Mind The first of these seven ingredients of success, and easily the most important, is peace of mind. It is the highest human good. Without it, nothing else has much value. In corporations, peace of mind can be measured in terms of the amount of harmony that exists among coworkers. The wonderful truth about peace of mind is that it is your normal natural condition. It is the basic precondition for enjoying everything else.
Health and Energy The second ingredient of success is health and energy. Just as peace of mind is your normal and natural mental state, health and energy is your normal and natural physical state. If you achieve all kinds of things in the material world, but lose your health then you will get little or no pleasure from your other accomplishments. So imagine yourself enjoying perfect health, and think of how you would be if you were your ideal image of physical fitness. Then strive for your mental goal of fitness and health. Loving Relationships The third ingredient of success is loving relationships. These are relationships with the people you love and care about, and the people who love and care about you. They are the real measure of how well you are doing as a human being. At almost any time, you can measure how well you are doing in your relationship by one simple test: laughter. This is true for companies as well. High-performance, high profit organizations are those in which people laugh and joke together. Examine your relationships, one by one, and develop a plan to make each of them enjoyable and satisfying.
Financial Freedom The fourth ingredient of success is financial freedom. Achieving your financial freedom is one of the most important goals and responsibilities of your life. A feeling of freedom is essential to the achievement of any other important goal, and you cannot be free until and unless you have enough money so that you are no longer preoccupied with it. When you decide exactly what you want your financial picture to look like, you will be able to use this system to achieve your goals faster than you might have imagined possible.
Worthy Goals and Ideals The fifth ingredient of success is worthy goals and ideals. To be truly happy, you need a clear sense of direction. You need to feel that your life stands for something, that you are somehow making a valuable contribution to your world.
Self Knowledge and Self-Awareness The sixth ingredient of success is self-knowledge and self-awareness. To perform at your best you need to know who you are and why you think and feel the way you do. It is only when you understand and accept yourself that you can begin moving forward in other areas of your life.
Personal Fulfillment The seventh ingredient of success is personal fulfillment. This is the feeling that you are becoming everything that you are capable of becoming. It is the sure knowledge that you are moving toward the realization of your full potential as a human being.
Always answer the phone with enthusiasm in your voice and show your appreciation for the caller. In today’s times where telephonic conversation are over mobile phones and VOIPsare a norm, this aspect has become even more crucial in creating the first impression.
We all are very perceptive when the person at the other end is just not listening to us in the conference call or he is just bored.
How many times have you got disappointed with the apathetic approach with a call centre?
How would you react when you call 900 and the person at the other end answers with lethargy and disinterest?
Yes, these are extreme examples. Good phone manners are essential.
To convey authority on the line, stand up. This will instil further confidence in your voice.
To convey empathy, get closer to the phone – switch off the speaker phone – and pick up the receiver.
To convey friendliness, smile. The other party can sure hear your smile.
Practice this for a week and you will see the difference in the way people react to you.
Sleep less. Yes, you heard me right! Sleep Less. This is one of the best investments you can make to make your life more productive and rewarding. Most people do not need more than 6 hours to maintain an excellent state of health. Try getting up one hour earlier for 21 days and it will develop into a powerful habit. Remember, it is the quality not the quantity of sleep that is important. And just imagine having an extra 30 hours a month to spend on the things that are important to you.
A story: I was about 8 years old and it was an excruciating pain to get up in the morning to attend my class. My dad once took me aside and showed me a newspaper article about Indira Gandhi, who was then India’s Prime Minister. I vividly remember the article talking about her canvassing for elections and her hectic schedule. I used to admire her as a leader. My dad then asked me if I knew how many hours of sleep she had. He went on to add that she required three hours of sleep a day. I have not checked the veracity of that statement to date – but can vouch that that statement changed my life. I seldom sleep for more than 6 hours and this was instrumental in me doing more with my own life.
You must have a mission statement in life. Everyone must have one. Imagine a company, an organization or an institution without one. This is simply a set of guiding principles which clearly state where you are going and where you want to be at the end of your life.
A mission statement embodies your values. It is your personal lighthouse keeping you steadily on the course of your dreams. Over a period of one month, set a few hours aside to write down five or ten principles which will govern your life and which will keep you focused at all times.
Examples might be to consistently serve others, to be a considerate citizen, to become highly wealthy or to serve as a powerful leader. Whatever the mission statement of your life, refine it and review it regularly. Then when something adverse happens or someone tries to pull you off course, you quickly and precisely return to your chosen path with the full knowledge that you are moving in the direction that you have selected. Related Suggested Reading: Goals by Brian Tracy (Link to Amazon.com)
Personal Example: Many years back in 1996, I attended a seminar where the speaker quoted this example. [Paraphrased] Mission Statement is like a flight path. As most of you would realise the flight path looks like a smooth curve. In reality however, this is just a guiding line. A whopping 90% of the time the pilot is trying to get the plane aligned to the flight path -must be before the auto-pilot days- thanks to the tail winds, head winds, side winds. He constantly adjusts his direction subtly but surely to stick to the path. Imagine pilot flying out a plane JFK – Heathrow without a plan. Your life is similar. You need a mission and a plan. You may not always get it, but you would be the first to know if you have missed it and make course corrections.
In my earlier post of Business is Social:…, I shared the size of the market was and the lovable demographics social media presents. In this second and final part, I will share with you the basic steps of getting there. Before I proceed I want to share with you a personal sorry that occurred a few days ago.
I was disappointed at mediocre internet banking infrastructure of the two banks #hdfcbank, #icicibank and the unhelpful call center of #jetairways. The numerous attempts to the call center that either put me on hold for a good 20+ minutes or were unable to understand the requests yielded no results. As their customer that lives abroad, such waits and both frustrating and costly. I did what was the next step. Vent my frustration on a tweet.
In less than 12 hours, I had ‘messages’ from two of the firms #icicibank#jetairways requesting for more details. In less than 24 hours of me providing my contact details, the representatives called me and promised to fix the issue. One bank #hdfcbank, just chose to be unheard and non-present on twitter. Needless to say thy just lost my $10K investment that I was planning to do to their competitor.
As a customer, I was delighted that a 140 character tweet could achieve what a 20min international phone call or a 300 word email could not. Harnessing its power, let’s get serious. Unfortunately, most companies are still treating social media like just another teenage fancy. When in fact, it’s so much more.
Where can Social Media help?
customer service, building loyalty
public relations, networking, thought-leadership
and yes, may be customer acquisition, too.
And because I’d hate to see it all not add up, I’ll add this tiny bit of advice. Do not assume that social media is the answer to every problem
If your product sucks, social media won’t fix it.
However, if your customer service sucks, social media can help.
If your repeat business sucks, social media can help.
If your company’s word of mouth sucks, social media can help.
Your customers are queuing there. Your resistance to social media is futile. Millions of people are creating content for the social web. Your competitors are already there. Your customers have been there for a long time. If your business isn’t putting itself out there, you are putting yourself out of business?
In my consulting assignments and workshop on social media, participants ask me the same question again and again. The top three questions are –
“Why do we as a business need to be there?”
“Facebook is for friends and Twitter is there for celebrities, not for real businesses”.
“We are a professional organization, not some startup”
In this two part series, I will share how social media can change the business dynamics and help you get closer to your prospects and customers. In part 2 of this series I will share my own personal example with an airline and a bank on how they leveraged social media to solve customer problems.
Well are businesses really social?
A few years ago when Avinash Kaushik, an Analytics Evangelist of Google quipped “social media is like teen sex. Everyone wants to do it. Nobody knows how. When it’s finally done there is surprise it’s not better”, it seemed like just that. Now 3 years later 36 months wiser, Wikipedia defines thus – “Social media are media for social interaction, using highly accessible and scalable communication techniques. Social media is the use of web-based and mobile technologies to turn communication into interactive dialogue”, Why should I care, you may ask? Well, I can give you not one but six trends that possibly can change your perspective.
Because 3 out of 4 Americans use social technology.
Because 2/3 of the global internet population visit social networks.
Because visiting social sites is now the 4th most popular online activity
Because time spent on social networks is growing at 3x the overall internet rate, accounting for
Because social media is democratizing communications. Big time.
Because social media is like word of mouth on steroids.
Because, social media is a force to be reckoned with! If facebook were a country, it would be the 3rd most populated in the world, just after China and India.
If all this is great stuff, how does it affect my business, my customers or my prospects? I will cover these in my next issue, and I leave you with this thought –
93% of social media users believe that a company should have a presence in social media.
93% of these users want a dialogue, not a monologue on social media and believe that companies should not treat social media as yet another channel for broadcasting bulls*t.
Well now that I set the grounding on the basics of Social Media, I will take up in my next issue on how businesses can leverage social media in my next issue.