Making a Statement

A businessman looking up at a corporate building

How you communicate is just as important as what’s actually said

Many business execs think of written statements as powerful tools, tools that satisfy reporters and the public while quelling any questioning or doubt. The rest of the world…not so much. In an article for his website, Mr. Media Training, Brad Phillips composed a solid list of reasons why you should not use written statements as your primary communication method:

1. They Don’t Make You the “Go-To” Source: One of the most important things in the early hours of a crisis is to establish your company or organization as the primary source for information. If reporters believe they can get the relevant facts of the story directly from you in a timely and transparent manner, they will have less incentive to seek out alternative sources.

2. They Make You Look Guilty: A written statement too often looks like the Fifth Amendment – an obstruction guilty parties hide behind when they want to avoid saying something self-incriminating. Sources that communicate openly are usually treated better by reporters than those who refuse to talk or speak only through the written word.

3. Reporters Hate Them: Reporters want the opportunity to ask questions, clarify points, and pursue their own angles. Sources that don’t speak to reporters often suffer more hostile coverage.

These are three HUGE negatives that combine to make battling a crisis much harder than it would be had you simply spoken in person with reporters. Throwing a new wrench in this theory is the ongoing infatuation with social media. Are these new media platforms responsive and pervasive enough to act as a primary communication tools, or should they be relegated to the role of support? What do you think?

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc. , an international crisis management consultancy, and author of Keeping the Wolves at Bay – Media Training.]

Gratitude- Make it a Practice

business-man-showing-respect-and-gratitude-to-each-other-with-a-handshake

In honor of the Thanksgiving holiday, this post will be dedicated to gratitude. Research has shown that practicing gratitude can make you happier. Take a moment and test the theory. Stop reading and spend the next few minutes naming things (out loud is ok) for which you are grateful. How many of you smiled at just the thought of those things? If your thoughts turned to people for whom you are grateful, how have you expressed this to them? If you answered yes, then how long ago? Are you saying to yourself, “they know I am thankful for them and can’t live without them.” Are you sure?

There seems to be a question that I hear regularly asked and debated regarding thanking employees for doing their job. I mean that is why you pay them, right? If they are simply coming to work every day and doing exactly what you ask, they are meeting their end of the deal and by paying them, you are meeting your end of the deal.

Now, why not take another moment to think about the employees who don’t fulfill their end of the deal. You know the ones, they that take your time, energy and other resources to try to correct their behavior or improve their performance. They are expensive and costly and often they end up leaving the organization anyway. And when they leave, you say “thank goodness!” They are giving you the opportunity to practice that gratitude! Do you feel better?

Why not take the opportunity to create a win-win with the employees that just do their job. Show them gratitude and by doing so, you will create happiness for you (win) and happiness for them (win-win).

For more resources, See the Human Resources library.

Sheri Mazurek is a training and human resource professional with over 16 years of management experience, and is skilled in all areas of employee management and human resource functions, with a specialty in learning and development. She is available to help you with your Human Resources and Training needs on a contract basis. For more information send an email to smazurek0615@gmail.com or visit www.sherimazurek.com. Follow me on twitter @Sherimaz.

“Dress Right! Dress!” for Successful Training

A-man-dressed-in-a-blue-suit-with-a-suitcase

Submitted by Guest Writer, Antonio Centeno
President,
A Tailored Suit

The Effect of Clothing on Training – How to Dress Professionally for Successful Training

The direct relationship between clothing and a person’s state of mind has been observed for thousands of years. To see this in practice, simply look at how militaries, hospitals, and religious leaders the world over have uniforms that their professions utilize. The right clothing signals authority and a level of professionalism that can be expected. Wearing the right clothing for you, your audience, your training environment, and preparing for the worst case scenario can ensure your training session is successful.

Know Your Personal Style

First and foremost, a person should dress with confidence in clothing that he or she knows they look great in. If you are confident in your appearance, it allows your inner energy to shine right through. And although you might be slightly over or under dressed, your audience will forgive this small transgression once you confident engage them with the subject matter.

To understand your personal style, you should be aware of the colors, style, and fits that best compliment your body. And although this will narrow down what you should wear, it in no way restricts your personal style as a smart dresser realizes that within these confines are actually the right choices that will best compliment natural features. Some people look great in dark and light contrasting colors than fit closely; others are better off wearing loose fitting earth tones with low contrast accents.

Know your Training Audience

Almost as important as your personal style, knowing your audience is imperative to a person looking to effectively train a group. Meeting with a group of business student at New York University – they’re used to meeting with bankers and businessmen wearing custom suits. Training a group of construction business owners in Oregon? Expect a more casual atmosphere, but you’ll still need to ensure your clothing is professional and non-distracting from your message. If you are ever in doubt, ask; and if the audience is a bit unorthodox in their dress (a friend of mine did some training at a nudist colony and was going to be “overdressed” even in a towel), then revert to your personal style. As long as it does not offend, and you are comfortable, the message will be relayed.

Know your Training Environment

Is the training going to be taking place outdoors on the beach in Southern California? Are you going to be indoors, but perhaps in a building whose AC is notorious for breaking down during hot Houston summers? Know your environment, and if possible get as much information from your host if you are not controlling where the training will take place. If you are in control of the location, then arrive early to ensure the environment is stabilized and a non-factor. Strong winds can make wearing that dress a very unnecessary distraction or unseasonably cold day will mean you’ll need a sharp looking wool men’s overcoat as that bright Columbia Ski Jacket Coat isn’t going to cut it.

Prepare for the Worst

Always have an extra change of clothes with an emergency repair kit such as thread, needle, buttons, and scissors. Coffee spills on white shirts and popped buttons are inconveniences for your audience, for the person up on stage training they are a distraction that can cause you to lose your audience’s attention. Be prepared with an extra set of clothing also enables you to better address the weather problem

Conclusion – Training and your Appearance

There are many things you can’t control when you are training a group; the room you’ll be in, the quality of the equipment you’re provided, and the mood of the audience before they meet with you. However, what you decide to wear is firmly under your direction. Don’t let a lack of preparation when it comes to your clothing be a factor in whether or not your training event is a success. Understand the importance of your appearance, and then put yourself in a position to succeed by dressing appropriately.

Antonio Centeno
President, A Tailored Suit
Custom clothing you’ll pass onto your son

For more resources about training, see the Training library.

See also: http://actingsmarts-jackshaw.com/

What are Belbin team roles?

Successful-and-happy-business-team

The Belbin Team Inventory, also called the Belbin Self-Perception Inventory or Belbin Team Role Inventory is an assessment used to gain insight into an individual’s behavioural tendency in a team environment. It was devised by Dr. Meredith Belbin to measure preference for the nine Team Roles discovered whilst studying numerous teams at Henley Management College.

A Belbin team role as defined by Dr Meredith Belbin is: “a tendency to behave, contribute and interrelate with others in a particular way.” At Fresh Tracks we use ‘Belbin Team Roles’ a lot to develop teams but what are they? For this months video blog actor Andy Taylor explains.

[youtube width=”400″ height=”300″]http://www.youtube.com/watch?v=9M0Al3Oi0-8&[/youtube]

Do you or have you used Belbin? Let us know what you think of it in the comment box below.

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For more resources, see our Library topic Team Building.

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This blog is by Fresh Tracks: Experts in Team Building, Team Development and Staff Conferences
Website: www.freshtracks.co.uk

Recognize the bad stuff too! How to make the good words even more meaningful for Reward and Recognition in your Call Centres

Man in a button up shirt wearing a headphone

Recognize the bad stuff too! How to make the good words even more meaningful for Reward and Recognition in your Call Centres

A friend emailed me the other day and suggested that we could make our words even more meaningful by effectively dealing with issues and concerns. He said ‘Even if you deliver recognition perfectly, it will quickly lose its value if you let performance issues/concerns slide. Some managers make the mistake of ignoring issues if overall team performance is on target.”

I mused on that for awhile, over a cup of morning coffee, and thought about a time where I witnessed this happen. One of my Team Managers had a team that was performing very well with respect to their key performance indicators – meeting their productivity and sales targets, and achieving good customer service scores. This manager was very good at delivering rah, rah messages in their team meeting, providing pizza parties for team success, pumping up the team with cheers, etc. It was apparent, however, that some team members were not pulling their weight and were riding on the success of a few strong team members. The stronger team members were starting to get disillusioned and were not quite as motivated as they had been, and the manager was perplexed. Had he not treated them all to pizza and pop? Framed certificates for team performance for the kudos wall? Celebrated team stats in huddles? Yes, he had done all that – but not all the team members were doing their part, and the ones who were carrying the team were getting tired of performance issues being swept under the carpet. Why should Susan, who achieved only 50% of her sales target, get the same rewards as Peter, who overachieved at 122%? Why should the 11 people who met their productivity target be treated the same as those 7 people who did not achieve it? One sure fire way to demotivate your call centre reps is to lump them all together when it comes to recognizing results – both in a positive or negative way. It’s just as important to have the tough conversations!

So this weeks rule (#6) – Don’t forget to have the tough conversations or the great conversations won’t mean anything!

Some quick and easy ideas for Reward and Recognition in your Call Centres

And we’re adding to our list of 100….thanks for the suggestions!

Let’s build a list of 100 quick and cheap ways to Reward and Recognize in the Call Centre

Help me add to this list by submitting feedback – or emailing me at kimvey@rogers.com

5. Take calls for an hour for your rep. This can have a double benefit – the team sees the manager out on the floor and their peer gets an hour off the phone. This is also a great way to mentor your reps and teach best practices.

6. Create a wall of fame where you post new reps photos and a short bio. This is a great way to ‘recognize’ new employees joining the team

7. Mini first aid kit – with a note “thanks for taking care of our clients today’

8. An incentive for you readers this week – send in an idea and you could win a prize!

And remember, once we get to 100 – I’ll post the entire list right here and you can start using all the great ideas people have shared

Feedback or comments: Share your ideas for low/no cost rewards and recognition in your call centres

What to Do Before You Interview a Social Media Marketing Firm

Person holding a pen writing in notebook

Tips for the Beginner

I’ve heard it at least a bazillion times … You’re starting to feel like your marketing strategy is falling behind the times. You know you should at least create a Facebook page and use Twitter, but you don’t really know how to use them. (Is it worth the time?) And, even more frustrating, you don’t know what you don’t know.

Where do you begin?

Can you learn how to do all this social media stuff, or should you find a social media marketing firm to launch you online? (Yikes, how much will THAT cost??) And, if you DO engage a firm, how do you find a good one? A good one could be defined as a team that ‘gets’ your business, with the objective of attracting new customers.

Define Your Offline and Online Goals

Before you start the hunt for the right social media marketing firm, gather your management team together and focus on articulating your offline marketing and sales goals FIRST. The result of any social media marketing firm’s work is only as good as the goals they work toward, and those come from your company. No management strategy and/or targets – no bullseye.

Once you have the offline marketing and sales goals articulated and prioritized, you’re ready to define your social media business goals. The offline and online goals work together hand-in-hand. Each supports and supplements the other. Good social media goals should at least include:

  • Identifying your online target market
  • Finding the places that they congregate online
  • Establishing your brand in these online communities (social networks)
  • Listening, listening, listening
  • After listening, easing into engagement with the target audience
  • Giving value
  • Offering solutions and converting the audience into customers
  • Monitoring, measuring, and continual improvement

You might also spend some time searching online and reading blogs about how other businesses establish their social media campaigns. They may or may not apply to you, but you will learn an awful lot, and give you more confidence before approaching a social media marketing firm.

What social media marketing goals have been successful for business?

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

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ABOUT Lisa M. Chapman:

Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com

Capital Campaigns #9: Leadership

business colleagues in a board meeting

Leadership is the key factor in any capital campaign – leadership that energizes the process from its onset. So, to start a campaign, the first donors must be Board Members.

These individuals must set an example with their level of giving so they have the credibility/leverage to solicit the other Board Members and so they can legitimately recruit and solicit the Campaign Chair.

Ideally, the Campaign Chair makes the largest commitment … so s/he can legitimately solicit commitments from anyone else, but it doesn’t always work out that way.

The largest donor, in any case, should be one of the first few to make his/her commitment, and should be available to lend his/her “clout” to the recruitment and/or solicitation of the top campaign leaders and (possibly) to that of some highly visible community leaders.

(Recruiting leaders includes educating them as to their responsibilities in “setting an example,” recruiting other leaders to participate in the process, asking others to make commitments of specific dollar amounts, and adhering to the campaign timetable.)

Sticking with the hospital as the example, once the Campaign Chair has signed on and made his/her commitment, s/he and (possibly) one-or-two Board Members will recruit the Hospital Family Chair. They will then work with that Chair to identify and recruit the Chairs for the “campaigns” for the Board and the Administration.

Then, with the advice and counsel of the Administration, the Hospital Family Chair will recruit and solicit the Chairs for the Medical Staff, Nursing Staff and each of the other Sub-Divisions of the Family.

When the time is right, the Campaign Chair (often with “assistance” of one or more Board Members) will recruit and solicit those individuals who have been identified as the best candidates to be Division Chairs – keeping in mind that no Division Chair should be recruited until close to the time when their “services” will actually be needed.

The Campaign Chair, the various Division Chairs, a representative of the Board (to ensure compliance with Organizational Policies) and the NPO’s CEO (to advise on matters relating to the Hospital Family and the NPO’s mission) will comprise the Campaign Cabinet – which will have total responsibility for conducting the Campaign.

[In addition, one other member of the Cabinet should be a Campaign Treasurer – a non-Organizational-Family person whose stature in the community will lend credibility to his/her oversight of Campaign income.]

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Wishing you all a Happy Thanksgiving,
I’m taking a few days to do nothing more than enjoy my family.
See you next Tuesday.

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Have a comment or a question about starting or expanding your basic fundraising program, your major gifts fundraising program or a capital campaign? Email me at AskHank@Major-Capital-Giving.com. With over 30 years of counseling in major gifts, capital campaigns, bequest programs and the planning studies to precede these three, we’ll likely be able to answer your questions.

The Egoectomy Procedure

Man Wearing White Dress Shirt and Black Necktie

Greg Law is a long time friend and one of the many people awakening now on our little planet. Greg has worked as an I.T. person most of his life, while quietly offloading a very persistent ego. He hopes to interest medical researchers in making the egoectomy procedure the next big thing in medicine. He says it makes a great pre-requisite to any other medical procedure you might be considering.

Greg is a guest blogger this week and offers his thoughts below about the crying (and laughing) need of our time.

  1. Definition of ego
    Ego is the false self. It is the thinking mind, the voice in your head that is constantly labeling, criticizing, and making up strategies – pretending all the while to be you. It’s main concern is “What’s in it for me?”. It says “I am [your name]. I am a pure spirit, and I have this body and mind. I have this history, these beliefs, these likes, and these dislikes.” You generally believe what it says and let it speak for you. It seems rational, objective. It seems to make sense.
  2. Egoectomy
    Egoectomy is the removal of ego, the unseating of it from the driver’s seat of your life. This is accomplished by simple observation.
  3. Why remove ego?
    That is certainly ego’s first question! The short answer is that ego makes trouble. Whenever things don’t go the way ego wants them to go, you can feel it rising up to resist. If things do go the way ego thought it wanted them, it soon finds that too unsatisfying. Thus does ego create unhappiness, problems, and all manner of conflict. In short, ego brings suffering upon its host and generates hardship for others in the process.
  4. Trying
    Trying to remove ego directly is very trying indeed! What tries IS ego, and its survival instinct is very strong. Ego may even say “Ego is now gone from me!”. This is frequently experienced in the early days of an egoectomy. Ego disguises itself as you, and everyone believes it IS you. Even you believe it!
  5. The real you
    The real you is what notices and not what is noticed. You locate things in space and events in time, yet you cannot be located in space and are eternally present outside time – without beginning or end. While ego runs your life, the real you stays in the background – mesmerized by ego’s drama – lost in the show – unconscious. Read this point again, please.
  6. Noticing nastiness
    Nastiness is a very strong clue that ego is acting out. At first, the real you will probably notice ego in you AFTER you said something really nasty to someone you love. Soon, you’ll be noticing that reactive force rising up BEFORE you begin to actually act it out. You stop identifying with ego very naturally by noticing it in action, because it is very obviously ‘not right’, not you, though it defends its rightness and its ‘me-ness’ at every turn.
  7. Noticing unhappiness
    Less obvious is ego as the quiet critic. Notice how frequently your thoughts find fault. Pay attention. Notice the words “should” and “shouldn’t” in your thoughts. Notice what this feels like in your body. If there’s agitation or tension, ego is at work. Now see how your merely noticing turns agitation to peace and tension to relaxation. When you notice you have a choice, you naturally choose peace.
  8. Biomedical research
    Ego’s direct effects in the body are felt, for example, as increased heart rate and sweaty palms. These and other biomedical indicators are easily measurable through non-invasive means.
  9. Why research?
    Verifying reduced egoic functioning through biomedical research will make evident the pervasive benefits of the egoectomy procedure. It will take ego-free living out of the realm of philosophy and mysticism into the practical everyday life of the individual. Yes, it’s about marketing.
  10. Purposeful living
    With ego removed, your purposes are universal rather than selfish. With the false “I”, “me”, and “mine” gone, the “What’s in it for me?” is gone as well. Free of ego, what flows through you is that universal intelligence that keeps all things in order everywhere: the planets, the stars, the galaxies, the cycles of nature, the many processes that keep our wonderful bodies functioning. You start truly purposeful living.

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For more resources, see our Library topic Spirituality in the Workplace.

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Don’t Assume in Training Workshops

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Do prepare your speakers with all the information you can about the conference, including theme, size and organizational expectations. Don’t let speakers assume it’s business as usual. Sometimes, those of us who speak or train need reminders that we shouldn’t assume too much either.

I recently had the pleasure of speaking at a conference, and I was the one who did the assuming. I have no excuse. It was a last minute affair and I admit the occasion was most important for me as a visibility opportunity. As a speaker who talks about communicating–and a trainer, too, the process seemed a no-brainer. No insult intended for the organization. I caught myself assuming way too much. Normally, I address subjects on presenting, on training, on getting an audience to listen, on the “how-tos” and “why-fors” of communication in general so I should have known better.

As anyone–trainer, seminar leader, facilitator should expect when invited to present at a workshop or conference, there are some basic logistical details to begin with and then more details, those about your audience, for example, once you know. This was a group I thought I knew. As a trainer, I was sure I could handle any situation that might arise from not having a microphone or projector or screen, but what I had not counted on were audience expectations in how I would present that material. This particular workshop was for coaches, trainers and training developers, sales managers, etc–so pretty much communicators themselves. While it seemed to me I was to be speaking on the topic of the workshop–communicating credibility, which I did, I hadn’t thought I’d be expected to “walk the walk” of the trainer to demonstrate my own credibility by using icebreakers, activities and discussion. Apparently, my slide show didn’t reflect the latest trend in slide preparation and my talk, although engaging, was not what was expected…from me anyway.

While all the other speakers and presenters who were speaking on similar topics at the conference took the standard route of interactive speech and presentation as I did, I was expected to use all the training tools in my arsenal instead of just talk. Had I known the expectation ahead of time, that I would be viewed as the speaker/trainer extraordinaire by the audience, I could have given the audience more of what it expected. Granted, it was my fault, but now I will remind myself and others that, when it comes to training and planning training, there is always something we can’t know unless we ask.

For more resources about training, see the Training library.

6 Strategies to Ensure the Security of Your NGO’s Financial Resources

Person doing financial review with graphs and charts

I read an article today about and Executive Director of a non-profit in the District of Columbia, who is charged with embezzlement of $506,000. The man is accused of using the organization’s debit card to make withdrawals of cash while on personal cruise holidays and when out gambling. This blew me away.

In my many years in the non-profit world, one of the most important things we ever did was to ensure that we had transparency where the organization’s money was concerned, and to put safety measures in place to ensure the security of the organization’s financial resources.

So I’d like to share with you my readers, what kinds of safety measures your organization should have in place when it comes to the handling of your organizations financial resources. You should:

  • Set up your bank account right – You bank account should not allow any cash withdrawals in any form from the bank. Any withdrawals should be made in the form of a cheque made out to the bookkeeper for petty cash. No organization should have a debit card for their bank account. The bank will issue you a debit card number, but you can turn down the physical card, and only keep the debit card number in your safe.
  • Require two signatures on a cheque – Every cheque written by a non-profit should require two signatures. Whenever possible both signatures should come from board members who have been given signing authority. When not possible, then one of the signatures can be the Executive Director, but not if the cheque is issued to the Executive Director.
  • Balance and review petty cash disbursements regularly – Your petty cash should be reviewed regularly by the signers of the cheque for petty cash and if that is not possible, then once the petty cash has been dispersed, then the receipts should be reviewed by the Executive Director before another petty cash cheque is written.
  • Use a credit card for purchases – Sometimes, cheques are not accepted, if you are buying something from a retail store. In that case, the organization should have a credit card. All the receipts for purchases by credit cards should be turned in and balanced against the credit card statement when it comes in, to ensure all money is accounted for.
  • Put someone you trust in charge of cash – When your organization holds events; try to create one place where people purchase their tickets from. Make sure that at least two people are working together on the cash handling, so they can monitor and vouch for each other. Have the people handling cash, count the cash they took in at the end of the event and turn it into your bookkeeper, along with any paper documentation of number of items sold and at how much.
  • Have one drop centre for skimming cash – If you are having an event, have a prearranged location for money to be stored safely and securely when skimming becomes necessary due to a lot of cash transactions occurring. Limit who knows the details of this to only the people handling cash. The fewer people know, the more likely you are to keep your funds secure.
  • Develop a policy against signing blank cheques – Some NGOs allow blank cheques to be signed in advance if they have difficulty getting their board members out to sign a cheque. But this is bad financial practices, and it would be far better to ensure that you have 4 signing authorities. Three should be board members and the fourth should be the Executive Director. In that way, you are far more likely to always have two signers available and the use of blank cheques becomes unnecessary.

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

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By Ingrid Zacharias, Managing Director, Envisioning the Future International, Website: http://envisioningthefutureintl.ca/