Leadership, Motivation, by Richard

Stop Being Ordinary!

No Comments 31 March 2010

Have you seen the YouTube video of the Thomson Airways (a UK carrier) safety video? If not, click on it (above), take 3 and a half minutes to look at it, then keep reading.

Sure, it’s cute. The kids are really good. Adorable. And the creative team that put it together is brilliant. But what makes it work is that it’s anything but ordinary. Thomson passengers actually watch the thing, and I have to believe that retention of the material is off the charts compared to the forgettable safety videos on almost every other airline.

Anybody can do ordinary. As leaders, we’ve really got to do better than that.

Ordinary is having a need to meticulously account for every day, hour, and minute someone is “at work”, whatever “at work” means anymore. Extraordinary is what they do at Netflix. Check out what they call their “Freedom and Responsibility Culture“. No, it won’t work everywhere, but it sure seems to work for Netflix. And it sure isn’t ordinary.

Ordinary is treating everyone consistently. Extraordinary is being fair with everyone, but rewarding WOW work and commitment with WOW rewards.

Ordinary is giving everyone who does a good job a gold star, whether they happen to like gold stars or not. Extraordinary is learning what your workers’ dreams are, and finding a way to link their dreams to the success of your enterprise.

Ordinary is sympathizing with a team member when they’re going through a hard time. Extraordinary is parting with some of your own cold hard cash, or other resources, to help a worker out – someone who needs it, and who deserves it.

Ordinary is buying the corporate line that “we can’t afford any training right now until things, you know, get a little better.” Extraordinary is finding creative ways to support workers’ development needs.

Ordinary is playing it safe. Examples: you fail to give someone really difficult feedback because it’ll be really unpleasant for both of you; you keep someone on the payroll who has ceased to earn his or her place there, because, well, it’s just easier; you hire the acceptable candidate who’s going to be easy to get through HR, rather than the best one, whom you may have to do battle for. (Please – no nastygrams from my HR friends, of whom there are many. I’m just sayin’…).

While I’m castigating ordinary, I’m not advocating weird or bizarre. Or illegal, or unethical. But I am saying that if you, as a leader, or as an organization, want to get people really engaged, to stand out, get noticed, make a real difference, you gotta leave ordinary behind.

Kinda like Alice and company…

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Leadership, by Richard

Workplace Trends Revisited

2 Comments 29 March 2010

This week I was going through old stuff I had saved on my computer (somebody told me I should do that in the spring, and, at long last, it looks like spring may have finally come to Florida.) One of the more interesting finds was a list of the “Top Ten Workplace Trends of 2006″, as identified by the Society for Human Resource Management (SHRM).

To be honest, they hit the nail on the proverbial head with much of their prognostication (with a few notable, and glaring exceptions). And yet, four years later, what hits me right between the eyes is the clear fact that the list was written with absolutely no foreknowledge of the economic cataclysm that was lurking just off the calendar, and that came ashore just two short years later.

Here’s the list:

1. Rising health care costs.

2. Increased use of outsourcing (offshoring) of jobs to other countries.

3. Threat of increased healthcare/medical costs on the economic competitiveness of the United States.

4. Increased demand for work/life balance.

5. Retirement of large numbers of baby boomers around the same time.

6. New attitudes toward aging and retirement as baby boomers reach retirement age.

7. Rise in the number of people without health insurance.

8. Increase in identity theft.

9. Work intensification as employers try to increase productivity with fewer employees.

10. Vulnerability.

OK – right off the bat, we’ve got 3 of the 10 trends dealing with healthcare. And they were right on target with all 3. The game changed last week. Whether for better or worse remains to be seen. But there’s no question that they were right on this one. That healthcare would become, to paraphrase Joe Biden, a “big deal”.

But look at all the stuff about retiring baby boomers. What retiring baby boomers? Of course, back in blissful ‘06, we didn’t know (though maybe we should have?) that our 401(k)’s were headed for shriveldom, and that the unemployment rate was gonna be up there where our 401(k) returns used to be…in the good old days.

I thought it interesting that the list included the two seemingly oxymoronic trends of work intensification and increased demand for work/life balance. The battle rages on, but work intensification is winning. The balance thing has taken a back seat to being lucky enough to have work in the first place. Sad, but true.

But in addition to the economic meltdown and complete flip-flop in the labor supply and demand relationship, here’s what else the ‘06 list missed, and in a big way:

  • The disintegration (well-earned) of trust in leaders (at work and elsewhere).
  • Continued and growing dis-connectedness between workers and the institutions they “appear” to be working for. People simply don’t identify with their “employer” to the degree they once did. Maybe with their profession, their career; but not their employer.
  • Continued and growing need for connectedness to something, as manifested by the whole social media phenomenon.
  • The coming (and now already here) dearth in leadership development efforts by employers, in large part due to the unforeseen recession.

These trends, and others, help form the basis for the new book we’re working on, along with our friend and colleague Meredith Kimbell, entitled Rebooting Leadership. Look for it this summer.

Meanwhile, what trends do you foresee in the workplace in the next, say, five years? Leave us a comment with at least two serious workplace trends that you see, or expect to see, and we’ll put you on a list to receive a free copy of Rebooting Leadership when it comes out.

Thanks!

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Motivation, by Bill, by Richard

Harvey MacKay’s Got a New Book

No Comments 25 March 2010

We all know someone who’s looking for work or has stayed in a career that doesn’t fuel his or her work life. Harvey Mackay, the #1 New York Times Best Selling Author has just come out with a new book titled Use Your Head To Get Your Foot In The Door: Job Search Secrets No One Else Will Tell You. He thinks it’s his best work in two decades since Swim With The Sharks Without Being Eaten Alive, a lifetime business classicand we agree!

In fact, Harvey’s so confident in this book he personally guarantees that if you buy this book, and do what it says, if you don’t have a job in six months he’ll give you your money back!

The book captures Harvey’s pragmatic, yet humorous style and shares easy to apply methods to:

· Rebuild personal confidence in the face of rejection

· Create a daily “recovery” program and job search plan

· Take advantage of the way firms and recruiters make hiring decisions

· Use state-of-the art networking strategies

· Learn the best questions to ask in interviews

A recent review by the prestigious Library Journal Review says:

“….this is a very useful book. The short chapters with descriptive titles make it easy to navigate, and Mackay offers tips—from changing your attitude to getting hired—both for those currently employed but wishing to position themselves better in their current companies and for those who are out of work. Highly recommended for job seekers and career changers at all experience levels.”

P.S. Go directly to www.harveymackay.com/jobsecrets or buy the book from a bookseller and visit the www.harveymackay.com/job secrets site with the book in hand.

Here’s where you can buy the book online (click on the link to go directly to Harvey’s book at the bookseller’s site):

Barnes and Noble

Borders

Amazon

800-CEO-READ

Indie booksellers

We think you’ll personally enjoy it and hope you’ll pass this offer along to a friend who needs a dose of Harvey Mackay’s clever wisdom and secrets to jumpstart their career and the economy.

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Leadership, Management, by Richard

Give service employees some backup

No Comments 19 March 2010

So far in 2010, 26 people have been arrested for making violent threats to customer service call center employees at JEA, the electric utility that serves Jacksonville, Florida. Beyond rude, more than testy, these calls are threatening. I’ve heard a few examples broadcast on the local news. They’re pretty scary.

There is as much defense for these whack jobs as there is for Congress slipping student loan legislation into the health care bill, which is to say, none…zero…nada. I don’t care how bad the utility’s service is (it sometimes is), how outrageously high people’s bills are (they are), or how frustrated the customers may be. You can’t call up the electric company and threaten to come down there and drown their employees in the Saint Johns River.

HOWEVER… the fact that so many people have, in less than three months, crossed the line from righteous indignation to criminal behavior…is the predictable outcome of a flawed policy.

The Policy: if a customer asks to speak to a supervisor, that customer is told that a supervisor will call them back within 24 hours. In one of the recorded calls broadcast on TV, when the customer objected and demanded to speak to a supervisor immediately, he was told, “I’m sorry. There is no supervisor available.”

(buzzing sound) WRONG ANSWER!

Some pretty basic rules of management, leadership, and common sense are being violated here:
1. Customers don’t care about your policy. They want to be helped.
2. Good leaders, in well-run organizations avoid, whenever possible, putting employees in the direct line of fire of angry customers, especially with no backup. Putting employees – who had nothing to do with the boneheaded policy – on the front line, to suffer the slings and arrows of outraged customers – without reasonable support (hint: a 24-hour callback is not reasonable support) indicates a weakness in leadership. Did a group of JEA executives actually sit around a conference table and say, “Let’s not allow our reps to connect upset customers to a supervisor. That should make things better for everyone – our customers and our employees.” No. Instead they took what seemed, at the time, to be the easy way out. And now they have employees who pray their customers don’t find out where they live.
3. People – whether customers or employees – need a viable process for appealing legitimate complaints to a higher authority. Fail to provide a sympathetic ear, and, on the customer side, you get threats – occasionally rising to a criminal level. And on the employee side, you get unions. But that’s a subject for another day.

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Management, by Richard

The latest faulty hiring filter: bad credit

No Comments 04 March 2010

You finally get approval to fill that long-vacant position – the opening that has taken your team to the brink of burnout. You spend nights and weekends reviewing the pile of applicants, and narrow it down to someone who looks like a superstar. They’ve got the experience, the education, the specialized certifications, terrific references, and, most important of all – they’re an exceptionally good fit for your company and your team.

But, and this is a big but – they’ve got a bad credit score. So HR tells you no. You can’t hire them.

There are lots of good reasons not to hire someone. Usually – bad credit alone isn’t one of them. And yet, it’s become the reason du jour, in the eyes of many, to disqualify an otherwise highly qualified person to do a job they’re particularly well suited for. And it makes us wonder (although not for very long, really) if some employers might be taking undue advantage of the current imbalance in the labor supply/demand ratio.

A March 2 Associated Press article by Kathleen Miller says, “Sixty percent of employers recently surveyed by the Society for Human Resources Management [SHRM] said they run credit checks on at least some job applicants, compared with 42 percent in a somewhat similar survey in 2006.”

I get the arguments: People with money woes are more tempted to steal from their employer. Bad financial decisions mean bad judgment at work. (Try telling someone “You’ve made too many bad spouse choices, so we’re not hiring you.” See how far that gets you with the judge.) SHRM likes to point to a study by the Association of Certified Fraud Examiners that found that the two most common red flags for employees who commit workplace fraud are 1. living beyond their means, and 2. having difficulty meeting financial obligations. Well, no duh. They needed a study to figure that out?

And the counter from the social humanitarian everybody-deserves-a-job bunch is “how can you get out of debt if no one will give you a job?” It’s as if they think employers are somehow obligated to put people on their payrolls to pay some social duty.

And employers who use the practice will point out that it’s perfectly legal (which it is, in most US states), and besides, you can’t run a credit check without the applicant’s permission. Yeah, right. Like the applicant who refuses permission has any hope of being hired.

The real problem with giving too much weight to a job applicant’s credit score is that, in too many cases, it’s simply a faulty filter. OK – I’m not a complete idiot. For most bank jobs, jobs in accounting and finance, those who handle money, C-level positions, and those with greater opportunity to commit fraud – employers have an obligation to be duly diligent in bettering their odds against would-be miscreants. But for the vast majority of jobs that fall outside that realm, credit score is no better a predictor of (honest) job success than are race, gender, marital status, religion, or national origin. And didn’t we outlaw that a long time ago?

Did somebody say outlaw?

Yep. As in so many cases, when organizations (or individuals) can’t be relied upon to behave like grown-ups on their own, the law steps in. Wisconsin, South Carolina, Oregon, and thirteen other states are currently considering bans on most pre-employment credit checks.

What to do?

Employers:

  • Beware of using faulty filters…like credit checks, and other sieves that let can let bad hires in, and keep good ones out.
  • Start looking at hiring quality for what it is: a competitive issue. These days, the company with the best talent wins. So what if the best talent went through a messy divorce that trashed her credit, or was eaten alive by medical bills from his child’s serious chronic illness? The one with the best talent still wins. This stuff’s too important to rely on arbitrary standards.
  • Realize that hiring is one of the most important jobs any manager does. And one of the hardest. It may sound attractive to relegate the hard work of hiring to automated resume scanners, exams and assessments, and credit checks, but in the end, there’s no substitute for taking a hard look at the things that really matter, going eyeball-to-eyeball with the prospect, using judgment and your powers of discernment, and making a well-informed decision.
  • If you do check credit, and find something of concern, on someone you think would be good in the job, give them a chance to explain. And then listen.

Applicants:

  • As if you needed one more reason to maintain a clean credit record, this is one.
  • Unless pre-employment credit checks are prohibited where you live, be prepared for the scrutiny. Just as you would if showing your home to a prospective buyer, tidy up your credit record before you put your career on the market.
  • Know your credit score, and examine your credit record. If there’s an error, U.S. residents can visit the Federal Trade Commission’s website to learn step-by-step how to dispute and correct the error.
  • This issue underscores the value of investing in networking, long before you may need it. Chances are, if the prospective employer has some history with you, or valued connection to you, your credit score may matter a whole lot less.

Happy hunting…on both sides.

****************************

Richard Hadden (twitter at http://twitter.com/ContentedCows) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the acclaimed business classic Contented Cows Give Better Milk, and the followup Contented Cows MOOve Faster.

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