Do teams work?

An-office-team-members-working-together-to-achieve-their-target

It’s generally accepted that team based working is preferable to individuals serving a single line manager, but what evidence supports this?

Team based working gained popularity during the late 80s and 90s following initiatives such as kaizen and Total Quality Management. All too often we simply accept that the team way is the right way, but perhaps we should spend a moment testing this assumption.

Sometimes being in a team can be very helpful.
Sometimes being in a team can be very helpful.

Firstly, it’s worth considering different kinds of teams that can exist within an organisation; Continue reading “Do teams work?”

Customer Experience – Is it in your Company Kool Aid?

Hand thumbs up gesture

Customer Service is just one piece of the entire Customer Experience. When was the last time you or someone in your organization became a ‘new’ customer of yours? The Customer Experience starts before the contract is signed and lasts throughout your relationship and with every department that customer may interface.

Like walking into your living room with a new set of discriminating eyes, I’ll bet you’d find something that just isn’t right. Similarly, by stepping through your customer experience with an outsider’s point of view you will find opportunities to improve the experience for your new customers’ experience.

All this talk about customer experience these days is not new at all. Mystery shoppers were created with this concept in mind. Here is a short list of companies who are known for creating an outstanding customer experience: Hilton Hotels, Apple, Nordstrom, Amazon.com, Zappos.com. These companies make their customers feel special regardless of whether it is a new transaction or an interface with a different department in the organization.

It’s all in the kool aid. The employee base at these companies know how important their customers are. It is part of the company culture….from the top down. Customer Experience is THE Differentiator for these leading and quite successful companies.

The ability—or inability—for a company to serve its customers in a way that is consistent with meeting or beating their expectations will prove to be the ultimate differentiator that separates the corporate winners from the losers in the near future. Joseph Jaffe

Mull over this quote and next time we’ll discuss strategies for creating a differentiating Customer Experience.

Leadership Theories

A business leader on a phone call

There is a wide and ever growing variety of theories to explain the concept and practice of leadership. I will provide a brief overview of the more dominant or better known theories. I hope that others will share their thoughts on whether this list neglects any theories of note. In the future we can discuss some of the emerging leadership theories/approaches such as adaptive, authentic, and appreciative. It is important to note that this submission attempts to provide an overview of leadership theories versus models. I view models as attempts to functionalize the more theoretical aspects of leadership and make them easier to put into play by organizations and consultants. This is, in and of itself, an important activity.

Most theories view leadership as grounded in one or more of the following three perspectives: leadership as a process or relationship, leadership as a combination of traits or personality characteristics, or leadership as certain behaviors or, as they are more commonly referred to, leadership skills. In virtually all of the more dominant theories there exist the notions that, at least to some degree, leadership is a process that involves influence with a group of people toward the realization of goals. I will say on the front end that, in my opinion, leadership is a dynamic and complex process, and that much of what is written these days tends to over-simplify this process. My goal here is to provide an overview that keeps things simple, without crossing into over-simplification, and for the most part refraining from any critiquing of the various theories. I will leave that to my fellow bloggers for now.

Trait Theory

This theory postulates that people are either born or not born with the qualities that predispose them to success in leadership roles. That is, that certain inherited qualities, such as personality and cognitive ability, are what underlie effective leadership. There have been hundreds of studies to determine the most important leadership traits, and while there is always going to be some disagreement, intelligence, sociability, and drive (aka determination) are consistently cited as key qualities.

Skills Theory

This theory states that learned knowledge and acquired skills/abilities are significant factors in the practice of effective leadership. Skills theory by no means disavows the connection between inherited traits and the capacity to be an effective leader – it simply argues that learned skills, a developed style, and acquired knowledge, are the real keys to leadership performance. It is of course the belief that skills theory is true that warrants all the effort and resources devoted to leadership training and development

Situational Theory

This theory suggests that different situations require different styles of leadership. That is, to be effective in leadership requires the ability to adapt or adjust one’s style to the circumstances of the situation. The primary factors that determine how to adapt are an assessment of the competence and commitment of a leader’s followers. The assessment of these factors determines if a leader should use a more directive or supportive style.

Contingency Theory

This theory states that a leader’s effectiveness is contingent on how well the leader’s style matches a specific setting or situation. And how, you may ask, is this different from situational theory? In situational the focus is on adapting to the situation, whereas contingency states that effective leadership depends on the degree of fit between a leader’s qualities and style and that of a specific situation or context.

Path-Goal Theory

This theory is about how leaders motivate followers to accomplish identified objectives. It postulates that effective leaders have the ability to improve the motivation of followers by clarifying the paths and removing obstacles to high performance and desired objectives. The underlying beliefs of path-goal theory (grounded in expectancy theory) are that people will be more focused and motivated if they believe they are capable of high performance, believe their effort will result in desired outcomes, and believe their work is worthwhile.

Transformational Theory

This theory states that leadership is the process by which a person engages with others and is able to create a connection that results in increased motivation and morality in both followers and leaders. It is often likened to the theory of charismatic leadership that espouses that leaders with certain qualities, such as confidence, extroversion, and clearly stated values, are best able to motivate followers. The key in transformational leadership is for the leader to be attentive to the needs and motives of followers in an attempt to help them reach their maximum potential. In addition, transformational leadership typically describes how leaders can initiate, develop, and implement important changes in an organization. This theory is often discussed in contrast with transactional leadership.

Transactional Theory

This is a theory that focuses on the exchanges that take place between leaders and followers. It is based in the notion that a leader’s job is to create structures that make it abundantly clear what is expected of his/her followers and also the consequences (i.e. rewards and punishments) for meeting or not meeting these expectations. This theory is often likened to the concept and practice of management and continues to be an extremely common component of many leadership models and organizational structures.

Servant Leadership Theory

This conceptualization of leadership reflects a philosophy that leaders should be servants first. It suggests that leaders must place the needs of followers, customers, and the community ahead of their own interests in order to be effective. The idea of servant leadership has a significant amount of popularity within leadership circles – but it is difficult to describe it as a theory inasmuch as a set of beliefs and values that leaders are encouraged to embrace.

Closing Comments and Questions

I have a bias toward trait, skills, and transformational theories. I am a psychologist and there is no doubt in my mind that people are born with certain qualities. But I am equally sure innate traits inevitably become fully interwoven with a person’s acquired knowledge and skills. And I lean toward transformational theory because of how it views the practice of leadership as, more than anything else, relational interaction.

So how can these theories apply to one’s work? Well, in my work, if I am hired to help an organization select a leader via an assessment process, some of the theories become readily apparent. To start, it is important that the first step in the assessment is a meeting in which the client clarifies the qualities needed for the specific role and paint a picture for me of the organizational culture. By doing this I am able to be look for those qualities, skills, knowledge, to assure finding someone that is a good fit for the job and the culture (Contingency Theory). The assessment process includes tools to measure personality, cognitive abilities, and drive (Trait Theory), adaptability (Situational Theory), and sociability (Transformational Theory). It also involves, through interviews and work simulations, an evaluation of a person’s work-related skills and knowledge of the business (Skills Theory).

So what are your biases? Does theory inform any of your work — knowingly or unkowingly? Maybe you have your own theory of leadership. Let’s hear it.

Training problem or HPI problem?

Staffs-in-an-organization-listening-to-a-speaker.

I was reading a post on linked-in on the problems with determining how to deal with problems such as leadership, miss-management and so on. This lead to me thinking that leadership and miss-management and things such as environment or ergonomics are not training problems at all they are in effect Human performance problems. Training is only a problem in about 20% of the cases, the other 80% of the time it’s a problem with management or something else.

Needs assessments are normally the first stop to determining what an organizations problem is or what they need. Trainers have to be prepared to do interviews and surveys that are effective yet brief enough for CEO’s middle managers and employees to fill out and get back to the trainer(s) in a timely fashion, I would also give the option of emailing these tools back because snail mail may be too inconvenient for all involved. Then once the interviews and surveys are in we have to do some type of analysis to determine if the majority are in agreement as to the problem and where it lays. We can then move on to check other problems and find solutions. Interview skills as well as the skill of developing surveys are essential to effective training. The next step is looking and using models to determine gaps ADDIE is one of the most frequent ISD models but what about HPT (HPI) models they are also useful.

Robert Mager has a fabulous method for determining gap analysis as well as Gilbert (The Gilbert model). These HPT models make semi-quick work of determining if the problem(s) lie with poor training, or something else, and these models are so easy to understand and follow. I am sure that Amazon or some other online bookstore has Magers books at fairly reasonable prices. As a grad student working on projects his books were invaluable tools.

I think everyone of us in this industry need a good tool box for references Friday I will have a list of items each of us might want in our tool box as TD and HPT professionals, any suggestions would be welcome.

As always happy training and comments, concerns and guests are always welcome 🙂

Leigh

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For more resources about training, see the Training library.

– Looking for an expert in training and development or human performance technology?
– Contact me: Leigh Dudley – Linkedin – 248-349-2881
– Read my blog: Training and Development

To Wire or Not To Wire

“Should this news release go on the wire?”

Clients ask this often. The answer is not a simple yes or no. Major corporations routinely put their news releases on a couple of leading news wire services like PR Newswire or BusinessWire that are allegedly picked up by media everywhere, or those specified in the order. Smaller companies with limited expense budgets usually do it when they truly have “national” news to announce.

Wire services offer several different payment/distribution packages and charge by a word count formula: So much for the first 400 words and so much for the next 100 words and so much for the next 100 words — and if you used too many comma’s another 25-cents (kidding there…). It does get spendy real quick. And if you want to maximize online presence and enhance search engine optimization features you can add another couple Franklins to your order and get into all the searchable data bases.

But with the deep recession of the past two years, even big companies have been less predisposed to spend on wire services — unless they are publically held. Then they usually utilize the dedicated investor wire offered by the aforementioned companies, which target all the leading financial media so their client’s stock will hopefully get an uptick with the alleged good news to report.

In the past few years, more people have turned to PRWEB, an online distribution channel with different price tiers but much lower $ generally. And just in the last year, I’ve been personally solicited to try new services such as MyMediaInfo, some specialty distribution service to doctors, dentists and the music industry. Honestly, I haven’t tried them all. I have used PRWeb for my smaller clients and a couple larger ones. But frankly, while the release shows up on Yahoo and on TV and other web sites all over the place, I have never in six years gotten one call from a journalist wanting to chase down the stories — and they were all good stories…. 😉

Not one.

What I like about PRWeb is that your news release is perpetually orbiting in cyberspace and search engines like Google will find it if people or journalists and producers — who are also people — are looking for information on a specific topic. A good publicist, however, will have developed a strong local, regional, national and trade list for you that targets editors and reporters who specifically cover what you do. That’s your primo list to play to first. Or should be.

If you want to reach out of that realm and try to capture more eyeballs, put your news on the wire. See what you get. Experiment. There’s no clear answer about whether to use the wire or not to use it. Like most things in the business world and your personal life these days, weigh the cost and see what you can afford. Or wire me the money and I’ll take care of it for you.

What is a “Nonprofit” Topic?

Two men talking about nonprofit topics

About fifteen years ago, I noticed that “nonprofit topics” almost always meant topics specific to nonprofits. I believed this was a misnomer and here’s why.

Back then, nonprofit topics usually referred to:

  • Public policy
  • Boards of Directors
  • Strategic planning
  • Programs
  • Fundraising
  • Volunteers

Back then, it struck me — as it does now — that there were a lot of other topics, usually seen as “for-profit” topics, that very relevant to nonprofit organizations. To mention just a few:

  • Leadership and supervision
  • Stress and time management
  • Advertising and promotions
  • Performance management
  • Compensation
  • Communications
  • Ethics
  • Insurance
  • Personal development
  • On and on and on …

So back then, I started what I called the “Nonprofit Manager’s Library” to include the nonprofit-specific topics, but the many other “nonprofit” topics, as well. (I remember numerous people asking me why those topics were in a library for nonprofits.) Since then, I’ve renamed the Library to the “Free Management Library” to more readily imply the full scope of topics in the Library.

Many more of us have recognized that nonprofits and for-profits have much in common with each other, as they do with government organizations, as well. I’ve learned that a small nonprofit is a lot more like a small for-profit, than a large nonprofit. Likewise, a large nonprofit is a lot more like a large for-profit.

As we recognize the many other “nonprofit” topics, we’re able to more fully understand nonprofit organizations and how to help them.

What do you think?

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For more resources, see our Library topic Nonprofit Capacity Building.

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All You Need is … Luck

Woman hoping she's lucky

Over the years, I’ve reviewed books and articles about business planning, and written some myself, but I can’t remember one of them that said much about luck. Sure, risk – which is really bad luck – comes up often. Watch out for things like slow sales growth, unexpected competitors, new regulations, price drops, expensive labor costs, and so on. Prepare suitable contingency plans. And then, if a business goes under, one of the usual suspects that always shows up is, well, we were just plain unlucky.

Yet I can’t recall ever hearing a successful business owner say: Gosh, we were just plain lucky. Somehow the stars were aligned, the market took off on its own, our competitors were asleep at the switch. Sure, we executed well, but without all that luck on our side, we’d have sunk before we left the harbor. Nope — mostly they talk about the things they did well.

In contrast, I think luck is a significant unsung partner for most successful startups. Not the only factor, but a big one, one that does not get the credit it deserves.

So are there things you can do to have better luck? First, position your business plan to take quick advantage of good fortune when it comes your way. Stay closely tuned to the marketplace, with multiple informal and formal sources of information. In business, who you know does matter, not just what you know. But you have to keep in touch with them or it doesn’t matter. Secondly, as with life, a positive attitude enables you to see opportunities — which are really a form of luck — more readily. I believe a positive attitude actually also helps attract better luck. There are no guarantees in business, but in my experience the optimists (with enough pragmatism to keep them honest) succeed more often than the pessimists.

So be hard-nosed but also be optimistic about your business. Good luck!

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For more resources, see our Library topic Business Planning.

Yes, YOU CAN Get Speaking Gigs!

TAKE NOTE: YOU can be recognized as an expert in your industry, both online and offline, by offering your services as a public speaker.

People all over the world are doing it, and SO CAN YOU.

It’s an extremely effective way to rise above the ‘noise’ and connect with others in a unique way. They will remember you, and they WILL tell their friends about you.

How to get speaking gigs

Here are a few basics before you launch a campaign to get yourself booked as a speaker by conference organizers.

  • Determine your key message – make it fun and memorable with stories.
  • Establish your profile on a website, Facebook, LinkedIn, etc.
  • Publish TESTIMONIALS! They are sooooo POWERFUL!

Ann Handley, Chief Content Officer of MarketingProfs, offers a GREAT article that guides us through “12 Ways to Charm Conference Organizers”. She says, “Getting an invitation to speak at an industry trade show or event is a great way to elevate your profile in your industry, confirm that you know your stuff, share your knowledge, make great contacts, and (of course) indulge your inner ham.”

A few of the 12 ways include:

  • Contact organizers how they ask to be contacted
  • Have some social cred
  • Write a great session proposal
  • Include a video, too

According to Ms. Handley, “Winning a speaking gig is a lot like nurturing a long-term business lead. It takes time and patience. So keep in touch with conference organizers, attend their events and meet them, and continue to offer yourself as a resource.”

For more information, see Ann Handley’s full article,

How to Get a Speaking Gig: 12 Ways to Charm Conference Organizers

For more social media “Marketing” tips and tactics, search these phrases:

  • How to get speaking gigs
  • Public speaking jobs
  • Conference organizers

Happy “Marketing” hunting!

What else would you say? How have you won a speaking gig?

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For more resources, see our Library topics Marketing and Social Networking.

. . ________ . .With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman assists clients in establishing and enhancing their online brand, attracting their target market, engaging in meaningful social media conversations, and converting online traffic into revenues. Email Lisa @ LisaChapman.com

Media Training – A PR & Legal Perspective

“Playing with the media is a game you can’t afford to lose. At worst, your reputation’s at stake. At best, you forfeit a chance to build important relationships which can benefit you, your firm, and your clients. Reporters may make the rules, but media training helps you learn to play the game to your advantage.”

So says Kathy Kerchner, a former television reporter and now president of InterSpeak, LLC, a company which specializes in training people to be successful with the news media.

Reporters come to any interview with an agenda based on the editorial demands of their employer and their own desire for high-level visibility. The newsroom is a very competitive place and if an interview with you can help propel the story to the front page or the lead of the 6 o’clock news, it’s difficult for most journalists to retain complete objectivity.

Media training teaches you to let your agenda direct an interview in a manner which still gives a reporter what he or she is looking for — newsworthy information — while reducing the chances of inaccurate facts and quotes being used. I say reducing — eliminating isn’t possible. “You can eliminate inaccurate quotes by not giving the interview,” I’ve been told. Bull. Then the reporter just gets quotes from someone else, facts from less-accurate sources, and directly or indirectly implies that you’re hiding something.

The media training process typically includes education on how to prepare for an interview, what the “rules of the game” are, how to make sure your key messages get across no matter what’s being asked, and very specific, personalized instruction on how you can be a better interview subject. The latter is accomplished by videotaping, replaying and critiquing a series of mock interviews during the course of the training session — and then giving you the tape to take home and study again. Many people who thought they were great interview subjects pre-training have been shocked at the initial results when viewed on tape — but then pleased with the positive changes evinced as training points are integrated into subsequent interviews.

“My clients have been able to use media training not merely for dealing with the press, but also for communicating better when speaking to almost any audience, particularly when explaining a difficult situation,” says Paul Roshka, founding partner of Roshka, DeWulf & Patten, a Phoenix firm specializing in securities litigation and business disputes.

A final note — media training is hard work, usually requiring at least six hours of time during which you shouldn’t be interrupted by phone or pager. And it’s even harder work if a crisis is already breaking; as with other elements of crisis communications, preparation before the stuff hits the fan is less stressful. Smart companies run their top execs through media training at least once every couple of years, with specially focused “brush up” sessions concurrent with an actual, breaking crisis.

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For more resources, see the Free Management Library topic: Crisis Management
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Who Should You Hire to be Your Director of Development??

Who Should You Hire to be Your Director of Development?

Let me start with who you shouldn’t hire: your buddy, someone who’s been “active” in the community, a “popular” person, or someone who just got out of banking or marketing. Dismiss all the thoughts/suggestions that first come to mind.

This is serious stuff.

The best directors of development are those who have served in various positions in development, have “worked their way up” – and have made a real effort to learn what development/fundraising is all about. They need not be experts in all areas, but they must be great organizers/planners.

In 30+ years in development, I’ve met lots of D.O.D.s. And, what’s scary, is that so many of them weren’t people people. Too many wanted to sit at a desk, do paper work, and go home at 5 o’clock. Since development is about relationships, pick someone who is comfortable working with people, and who makes people comfortable working with him/her.

And, since s/he is going to get lots of grief trying to move board and staff to “do it differently,” it’ll have to be a strong person.

Of course it has to be someone who is (or can become) committed to the NPO’s mission, and can be creative about figuring out how to “sell” what the NPO is and does.

Smarts wouldn’t hurt. S/he must be able to step back and see the organization from the perspective of the donor. S/he must be objective, able to see the NPO’s weaknesses as well as its strengths, and must (often) be able to show the donor how his/her support can convert the former to the latter.

A college degree doesn’t make a director of development, but s/he has to be a self-starter and must have an (almost a compulsive) need to see a project through to completion.

And, from personal experience, the one criterion I put at the top of the list when screening DOD candidates, does s/he like puzzles/games?

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Have a question about starting or expanding your fundraising? Email me at AskDCA@Major-Capital-Giving.com. With over 30 years of counselling in major gifts, capital campaigns, bequest programs and the planning studies to precede these three, we’ll work to answer your question.