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Staff Management

To Change a Behavior, Change the Environment

At the beginning of a year, many people make resolutions to change. They want to break a bad habit or start a good habit. Or they want to improve or reduce how or how much they do something. For some, the change is personal. Lose weight. Eat healthy. Exercise. Stop smoking. For others, the change is professional. Stay organized. Find greater work/life balance. Be on time to work. Have more patience. Be more pleasant to customers. For each person, it is a different resolution. Yet, everyone basically wants to do the same thing: change a difficult-to-change behavior. (After all, if it was easy to change the behavior, there’d be no need for a resolution!)

Indeed, changing a behavior is not easy. Even when a person really, really wants to change their own personal conduct, behaviors persist. Eating the wrong foods. Drinking too much. Smoking. Being tardy. Why is that? In part, it is because humans are creatures of habit. Habits — which live in a specific part of the brain (interestingly independent from the part of the brain that houses memory) — control of much of the automatic behavior we perform each day… often mindlessly. Many behaviors are done on auto-pilot with very little thought. If so much behavior is done on auto-pilot, how does a person break a bad habit or start a new behavior? For decades psychologists suggested that to change a behavior, one simply had to first change one’s attitude. But, it turns out that that is not really true. To change a behavior within, start by changing the environment outside. How so? And is there a way a manager or employee can use this to improve productivity, short-circuit undesirable work behaviors and increase profits? Continue reading

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Four Tips for Making a Fresh Start

An unequivocal part of being human is making mistakes. We try things and fail. When standing at a fork in the road, we sometimes take the wrong path. We act when we should wait, and wait when we should act. However, failing is not synonymous with failure. Mistakes and wrong turns are the reasons that there are erasers on pencils and a ‘reverse’ gear on every car’s transmission. Miscalculations, blunders and slips are an undeniable and unavoidable part of the human condition. No matter how big the error or how ‘off track’ one might go, there is always an opportunity to pause, reassess, and start again.

There is nothing that says that fresh starts are reserved for the beginning of a calendar year. However, it does seem to be the time of year when many are inclined to consider changing course. Resolutions abound. Some folks start diets and begin exercise programs. Some companies change policies. The idea is to stop doing things the “wrong” way and do things a “better” way. Just as errors are part of being human, so is the desire to start anew. Here are four tips on how to wipe the slate clean. Continue reading

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A Time to Plan

In the course of an ordinary day, most business people rush from meeting to meeting, call to call, and task to task at a frenetic pace. There simply are not enough hours in a day to do everything that needs to get done. The here-and-now is both emphatic and demanding. This relentless focus on the immediate makes it nearly impossible to plan for the future. Moreover, the future is so vaguely ambiguous. In the present, everything must get done now, but even when current needs have been met, the future remains distant and fuzzy. Notwithstanding, planning ahead is among a business owner’s most essential responsibilities, and this is the time of year when most companies should take time to look ahead and consider goals for the future.

Indeed, there is a tremendous value in planning. Planning helps provide guidelines and goals for future decisions. It also helps managers exercise more control in a situation, establish goals “proactively” and consider contingencies. Likewise, planning can help quantify goals and establish a means to measure success. It also ensures that a coherent set of actions are implemented that are consistent with the values and priorities of the leadership and organization. Planning also helps allocate limited resources like staff, materials, and time in an orderly and systematic manner. Last but not least, planning each year helps a company take advantage of changes within its industry. Given that planning is so helpful and necessary, how does one find the time to plan? And what exactly should annual planning entail? How complicated does this need to be? Continue reading

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The Business Conundrum of Quantity or Quality?

About 2000 years ago, Roman philosopher and statesman Lucius Annaeus Seneca was quoted as saying “It is quality rather than quantity that matters.” Some 1900 years later, Scottish author and poet George McDonald agreed saying “It is our best work that G-d wants, not the dregs of our exhaustion. I think he must prefer quality to quantity.” Mohandas Ghandi also said that “It is the quality of our work which will please G-d and not the quantity.” These learned men agree that when it comes to work, excellence trumps volume. Less is more.

Yet, the focus of most businesses is to improve productivity, increase output and amplify profits. For businesses, the goal is quantity… more volume…. greater capacity. In the world of work, more is more. That, then, brings us to the age-old argument of which is better: quantity or quality? Is one deal that generates $1 million in revenue and takes six months to close better than 10 deals that close within a six-month period and each generate $100,000 in revenue? They sound like the same thing, but are they really? Is faster manufacturing with more mistakes better or slower production with fewer errors? Should a company do more content marketing (blog posts, articles, press releases, tweets) or fewer but better quality content marketing initiatives? It is a question that business owners, leaders, and managers alike debate. With 2015 just around the corner, it is a good time to consider whether new business goals and plans should focus on increasing quantity or improving quality. Continue reading

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Time Matters

Every business on the planet would like to improve its use of time. As the saying goes, time is money. Better time management means more profits. It is therefore understandable that businesses — which constantly strive to be ever more profitable — are obsessed with time. Saving time. Managing time. Not wasting time. It especially makes sense given that time is the one truly finite resource. A company can hire more staff. It can buy more equipment. It can till or mine more raw materials or recycle old materials. However, no company can make a day longer… or recycle a minute…. or find a new source of time. Once a moment is gone, that moment can never be regained. Scarcity is what makes time so precious.
Managers from Boston to Beijing and from San Francisco to Singapore want employees to better their manage time. CFOs and efficiency engineers crunch every number related to and study every aspect of time management. Called ergonomics, they study their staff’s use of time, calculating how long each task should take and analyzing how each task can be done faster. Employing logistics, execs estimate the time it takes to move a certain volume of products from point A to point B and focus on how to reduce that time as much as possible. Businesses relentlessly measure, count and calculate and apply time to every workplace activity and process. Likewise professionals strive to manage their own time. Just how well business owners, managers, execs and professionals manage time can have a big impact on their success. Continue reading

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Self-Talk Your Way to Success

The schoolyard saying that “Sticks and stones can break my bones, but words can never harm me” is untrue. Words can do damage. Criticism hurts. Disapproving remarks and belittling comments can injure a person’s sense of self worth. Ironically, this is often most true of the talk coming from within. Every person has inner monologues with themselves. Psychologists commonly refer to this as self-talk, and there are different kinds of self-talk. Among other things, through self-talk we provide ourselves with instructions, opinions and evaluations on what we are doing as we are doing it.

We all self-talk, but sometimes that internal talk can be very harsh and unforgiving. Perhaps too often, we make ourselves the bulls-eye of our own condemnation, which is a pretty easy target. We flog ourselves for our own missteps and bad choices. We rub our own noses in our mistakes. That inner voice can be the most brutal heckler of all, and those negative internal words can actually be detrimental. Indeed, psychologists are finding that a person’s inner voice is actually quite powerful… even more than external voices. When we allow negative self-talk, we tear down our own self esteem. This has been found to have a very real impact on our future actions and success. However, when that inner voice is positive and affirming, then it can be an equally powerful motivator and coach. In fact, research is showing that deliberately engaging the inner voice in positive affirmations can help one change one’s own behavior, learn new skills and achieve success. So how does it work? And why? Continue reading

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Boost Your Brain to Extend Your Career

There is one thing that all people – from entry level employees to top leaders in every profession and occupation – have in common. Every person is getting older. It is generally accepted that with age comes deterioration. By middle age, there is the appearance of gray hair, age spots and wrinkles. On the inside, the deterioration is less visible but possibly more profound. Inflammation causes stiff joints. Brain cells deteriorate. This affects memory, communication, language, ability to focus and pay attention, reasoning and judgment, and visual perception. Over time, such mental wear-and-tear can profoundly impact workplace productivity, safety, creativity, interpersonal skills and more.

In a nation that is increasingly getting older – with 40% of the U.S.’s 318 Million people now aged 45 or older — what can companies to do about its aging workforce? What is a person to do to stay productive and valuable at work? Until recently, it was believed that mental deterioration was inevitable with age. However, scientists are now discovering that this is simply not true. The human brain has an astonishing ability to adapt and change—even into old age. This ability is known as neuroplasticity. With the right stimulation, the human brain can form new neural pathways, alter existing connections, and adapt and react in ever-changing ways… at any age. In fact, the brain’s incredible ability to reshape itself even holds true when it comes to learning and memory. People can harness the natural power of neuroplasticity to increase cognitive abilities, enhance the ability to learn new information, and improve memory. Here are some top tips to boost brain power and extend the value and productivity of employees…. of all ages. Continue reading

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Agreeable, Disagreeble and the Ability to Disagree

Most character traits can be a quality or a flaw, depending on the situation or circumstances. A coworker who is very detail-oriented might also be considered nitpicky or persnickety. An employee who is very communicative can also be perceived as being a chatty Cathy. A boss who is very direct might also be seen as aggressive or blunt. What is seen as a positive trait in one situation could just as easily be viewed as a personality failing in another situation. The truth is that every characteristic – even the negative ones — probably has value at the right time, place or in moderation but might also be problematic when applied in excess or in the wrong situation.

Take, for example, openness to new experience. Openness distinguishes imaginative, creative people from down-to-earth, conventional people. Open people tend to be intellectually curious, appreciative of art, and sensitive to beauty. They tend to be more aware of their feelings as compared to closed-minded people. They also tend to think and act in individualistic and nonconforming ways. Intellectuals tend to typically be open to new experiences. Openness is often perceived as the healthier and more mature way of being. However, openness and closed-mindedness are useful in different environments. While openness may serve a professor well, research has shown that closed-minded thinking is tied to superior job performance for police officers, salespeople, and a number of service occupations. In the right job or situation, openness can actually be a flaw and closed-mindedness can be a quality.

What about agreeableness? It is hard to imagine how being agreeable could ever be considered a flaw. Employers go out of their way when recruiting new employees to find individuals that are agreeable and will “go along to get along” with others in the organization. Reference checks often focus less on validating the veracity of factual information and more on whether the person was agreeable and cooperative. While being agreeable is generally considered a quality, there are situations where it can be a flaw. Just as there are situations that call for being agreeable, there are also times and places that call for being able to disagree. . Of course, that’s not the same as being disagreeable. Continue reading

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The Power of Promises in Business – Part 2

Research by Accenture has confirmed what most smart business people have long believed to be true: broken promises hurt business. Day in and day out, many businesses make overt or implied promises to customers. Often, those promises are intentionally, carelessly or inadvertently broken. In any given year, nearly half of customers have a promise broken by a company with which they do business. Of those, almost two thirds report companies breaking multiple promises. Some industries are more habitual in breaking promises than others.

What is the actual impact of broken promises on business? Logic dictates that broken promises erode trust between the customer and the business. But do broken promises actually cause customers to stop doing business with a company? Is just one broken promise enough to cause a loyal customer to go elsewhere with his business or does it take multiple offenses? Research indicates that this is an area that should be of prime concern to business owners, CEOs, CFOs, Controllers and anyone who is focused on a company’s bottom line. There is a very strong, direct relationship between customer erosion and broken promises.
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The Power of Promises in Business – Part 1

Every day, businesses make promises to its internal and external customers. Throughout the relationship life cycle, from entry level clerks to the top brass, employees at every level of every company make promises to customers regarding work to be done, deadlines to be met, or issues to be resolved. Some of those promises are explicit. “I give you my word….” “Count on it.” “Rest assured, it will be there on time.” Other promises are implied. Implied promises can be just as powerful as expressed ones. Everyone recognizes a commitment has been made when a business advertises that it has “the fastest turnaround times in the industry,” or a salesperson says “I’ll send you that proposal by the close of business today.” There are countless implied promises that a business makes in its marketing materials, sales pitch and customer service.

It is fairly well-accepted wisdom that each promise made ultimately affects the success or failure of the business. Indeed, it is commonly understood that while nothing builds customer confidence and loyalty more reliably than a history of well-kept promises, it is equally held as truth that nothing undermines a business’ brand or bottom line more than a string of broken promises. That imparts a great deal of power to promises… promises kept and promises broken. But is that really true? Do broken promises impact business? Is just one broken promise enough to lose a customer or does a business have to repeatedly break promises in order to impact loyalty? And do broken promises impact all businesses and industries the same way and to the same extent? Just what impact do broken promises have on sales, repeat business, and customer loyalty? Research sheds some light on this commonly accepted yet little understood occurrence.
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