(1 votes, average: 4 out of 5)
Loading ...Do you understand the words that are coming out of my mouth?!
We do it all the time – Communicate. But… it doesn’t mean we are good at it…
In talking to a co-worker today, I realized once again the importance of awareness in communication. Sure you might have delivered the message in a way that made sense, in a logical pattern of thought, and in the right setting – but is your job in the communication done?
In my opinion – NO! Delivering the message is only half the battle. Making sure the other party actually got it is crucial. Don’t be afraid to ask… but be careful it does not come across as you being condescending… (see title)
Oh that's right… then there is that whole thing about listening - I heard that is important too 
Posted April 29th, 2008 by Harry Glazer - Posted in Customer Service, Human Resources, Other, Uncategorized | | 0 Comments
(1 votes, average: 5 out of 5) Loading ...The Rules of Criticizing Others
The ability to give and receive criticism is an art that few have mastered. If you can, you will have a leg up on managing your employees.
A line from BusinessWeek.com points out some ground rules to go over before you criticize someone.
When you want to criticize someone:
1. Begin by finding something you like or appreciate about the person you're about to criticize. This is not only fair, but will also make the person more likely to be receptive to what you have to say.
2. Focus on what that person has said or done, not on him or her personally. Only the former is relevant and likely to be acknowledged.
3. Conclude by affirming your faith that the other person will consider what you have to say. This is both a respectful way to wrap up the criticism and the best way to ensure that your remarks will be given their due.
Living by these rules, before you attack someone, will make you a more respected manager/co-worker with everyone involved in the situation. Also, it will allow more communication to pass through one another. Next time you have a beef to pick with someone…remember the rules.
Posted April 4th, 2008 by admin - Posted in Customer Service, Human Resources, Performance Reviews, Productivity, Uncategorized | | 0 Comments
(1 votes, average: 5 out of 5) Loading ...Don’t Overcommit In Customer Service
Here's a tip I've learned firsthand this week…don't overcommit! Seriously, in the spirit of customer service, sometimes we over-extend ourselves, and our team, and we aren't able to meet the deadline we set for ourselves and the client. Worse yet, we might hit the deadline, but kill all of our friends along the way. Give your clients and fellow employees a realistic timeline so you can beat it every time!
Posted March 28th, 2008 by Aaron Witsoe - Posted in Customer Service, Human Resources | | 0 Comments
(2 votes, average: 4.5 out of 5) Loading ...Is Your Place to Work, Great?
Having open communication is a key to avoiding organizational or interpersonal problems at work. What can you do shen there is silence among some employees? Are your employees just not speaking up or is it just in thier personality not to?
Here are a few ways to create a work environment with a commitment to open communication and how to break the silence. (Creating a Great Place to Work from Business Week)
Spend the day out of the office: Meet with employees in their own departments. Actually take the time to see your workers in their element rather than yours.
Have an employee orientation: New employees should have an extensive training and "getting to know you" period. Have a strict plan in place to make them feel welcomed.
Company wide meetings: This way everyone is in the same place hearing the same thing. Everyone is then on the same page.
Keep open lines of varying communication: Have multiple ways for your employees to communicate to their managers and bosses. Some personality types like face to face conversations while others express themselves better in writing.
Posted February 15th, 2008 by admin - Posted in Customer Service, Human Resources, Other, Performance Reviews, Productivity, Recruiting, Uncategorized | | 0 Comments
(1 votes, average: 5 out of 5) Loading ...Some like it HOT!
Every change in season seems to bring on new "wars" in the office. The AC War. For the most part, we can laugh at it. But these constant changing of the temperatures in the office could be adding to an influx of colds and other ailments. You know you have seen it. One employee is "freezing" in their office and bumps the control up to warm it up. Two offices down the hall all the sudden wonders why they are sweating and gets up to adjust the thermostat down to "his" comfort level….and the war begins.
Some offices will lock a box around the control box to keep this from happening. That is fine, but what about the person sitting in the office that happens to have poor circulation? You're wondering if I mean the vents or the blood flow of the employee. Well, I mean both. Are companies obligated to purchase heaters and fans to keep their employees happy? What about the "warmer" employee falling asleep on the job, being lathargic from the heat? Or the "freezing" employee with the sniffles, sneezing all day. How does this affect productivity? Should we be worried?
Really, I am just wondering. Just wondering while I am typing away with my frozen fingers.
Posted February 8th, 2008 by Camille - Posted in Customer Service, Health, Human Resources, Productivity, Safety, Uncategorized, Workers' Comp | | 1 Comments
(No Ratings Yet) Loading ...“Being In the Moment”
Posted January 18th, 2008 by Aaron Witsoe - Posted in Customer Service, Human Resources, Other, Productivity | | 0 Comments
(No Ratings Yet) Loading ...Pulled over for going 77 mph….are you a legal citizen?
I have heard the rumor. Maybe you have heard it too. The rumor is: Police Officers are now able to ask for proof of citizenship from anyone they pull over.
Are our public safety officers expected to become immigration officials? If this is true, how will the state handle complaints that only those with darker complexions are being asked their status? Is this really happening? If not now, will it? Some are saying that this new practice is already in effect. I tried to find some additional information to back this rumor up. All I could find were various articles stating something similar to this:
PHOENIX — Police in suburban Scottsdale have begun routinely asking for proof of citizenship from every suspect they arrest and turning those who are in this country illegally over to federal immigration officials. The procedure was started Oct. 15, a result of the September killing of Phoenix police officer Nick Erfle by an illegal immigrant, Erik Jovani Martinez. Scottsdale police had arrested Martinez on a misdemeanor charge 16 months earlier but they released him then because they didn’t know he was an illegal immigrant who had been twice deported. Erfle’s killing “caused us to look at what were asking suspects,” Scottsdale police Sgt. Mark Clark said. “If we arrest someone and then find that we called ICE (Customs and Immigration Enforcement) and they put a hold on them, then we know they have been deported and are back again.”
Reading this, it makes sense that an individual who has been "arrested" be properly identified. But is it going to far to pull people over and ask them their immigration status?
Posted January 14th, 2008 by Camille - Posted in Customer Service, Human Resources, Immigration, Other, Uncategorized | | 1 Comments
(No Ratings Yet) Loading ...A New Year, But The Same Motto
Posted January 8th, 2008 by Aaron Witsoe - Posted in Customer Service, Human Resources, Productivity | | 0 Comments
(No Ratings Yet) Loading ...Today Matters
"Today matters" is a phrase used by speaker, John Maxwell. He says that because we have to remind ourselves that what we do today really has an effect on what we experience tomorrow. If you don't like something about a process, habit or relationship, change it today…. chances are it won't change itself by tomorrow. This, of course, applies to things we actually CAN change. So, make an effort TODAY to make a change in something that isn't working just perfectly for you and watch how powerful the results can be.
Posted November 20th, 2007 by Aaron Witsoe - Posted in Customer Service, Human Resources, Productivity | | 0 Comments
(1 votes, average: 5 out of 5) Loading ...WOW! What happens when you don’t hire the RIGHT talent…
Many of us have probably ordered a cake for someone at some point. Well… here is an example of a cake brought to us by the skilled employees of a WalMart Bakery. The person that ordered the cake said, 'I would like to order a cake that says: "Best Wishes Suzanne" and underneath that: "We Will Miss You"'. As you can tell by the picture, the final result was… well… RIDICULOUS!!!!
So the question really is: HOW CAN THIS HAPPEN??? I am sure there are many answers so I will start with the first thing that came to my mind:
Who hired this person? Where was management? Does this person work in a vacuum? I ran a small business once and I couldn't imagine what I would have done if one of my employees did something that stupid. But my employees were better than that… I think. So how could I (as a business owner or manager) ensure that this never happens? Would a simple screening or test prior to employment identified that this employee has a severe weakness and should NEVER be in a position to spell, write, take orders, deal with customers, etc.???
just a thought…
Posted October 31st, 2007 by Harry Glazer - Posted in Customer Service, Human Resources | | 4 Comments
