How We Learn–Six Points You Should Know

teacher-writing-on-a-white-board
Jean-Jacques Rousseau (philosopher) believed the student and his learning should not be separated from life itself, but should be managed by a teacher who understood his subject and the development of the mind and help the student “uncover” or discover the curriculum needed in life.

While I support the caveman theory of learning (the art of learning to survive anyway you can), I fully understand why the Greek and Roman philosophers and humanists of later years are given credit for at least the philosophy-based learning theory. And, the rest is important to see how we got where we are today.

In 2001, Linda-Darling Hammond, Kim Austin, Suzanne Orcutt, and Jim Rosso developed a telecourse for Teachers Education and Development at Stanford. The course was called How People Learn: An Introduction to Learning Theories. It is from their work that I draw my focus and brief synopsis here.

As philosophy began to accept the body and mind theories prevalent in later times, we began to see psychological approach to learning, which began with Edward Thorndyke (also big in animal learning) and B.F. Skinner in his study of stimulus/response (who used animals in his studies). Further advances were made by Jean Piaget in child development who understood learning to be most effective when it was delivered and how. Piaget recognized rote learning and activities were important in the student making connections and learning on his own. Lev Vygotsky added to Piaget’s learning theories that there was social culture affect–thus environment.

The progressive theories that began most likely with Vygotsky continue today, with John Dewey, who agreed with Jean-Jacques Rousseau (philosopher) that education should not be separated from life itself, but should be managed by a teacher who understood his subject and the development of the mind and help the student “uncover” or discover the curriculum needed in life. Horace Mann took away the “external boss and dictator” and put in his or her place a leader and organizer of activities. Maria Montessori made the student the leader in his or her own learning and incorporated play as an important part of learning. Jerome Bruner took idea that if complex ideas were broken down into simpler ideas and built upon in a curriculum, we have learning taking place. The last ones, beginning with Vigotsky are the Progressives, which, by the way, are among those still pretty much shaping how we view the learning environment today.

Not bad for a quick history of learning theory. I apologize in advance for leaving out a significant portion, but my space and time is limited. I think I can still make my point–so here goes:

There’s a body of knowledge, growing exponentially. No one, no matter what he says, can know it all.

We’ve come a long way from the caveman who sought knowledge and how-to experience as a means of survival. We know how to speak and teach those theories, and hopefully make good use of them as trainers and, of course, as teachers.

Without learning theories we’d be out rooting from grubs and killing game. Why it’d be every man, woman and child on their own. Well, it wasn’t. We stuck together. We learned from each other, and probably before the written word. The culture we lived in directed how we would teach others. That is not to say I am not grateful to the work of the philosophers, psychologists and educators who communicated those theories, but they were the first to be able to communicate how we learn. And that is the basis for everything we do in this complicated society of immensely diverse cultures of today. It’s not just how to get on socially, how to do business, how to preserve the peace… Or is it? It has always been that way.

What did we get from these great men and women above? What we know about learning. Documented, scientific evidence that is bound to increase volumes as we go on. There’s a body of knowledge, growing exponentially. No one, no matter what he says, can know it all.

What did we get from these great men and women? What we know about learning.

So what do we know about how we learn? Put simply, since this is a short article–a blog:

  1. The brain plays a role
  2. The Learning environment makes a difference
  3. Learning is based on associations
  4. Learning occurs in cultural and social contexts
  5. People learn in different ways
  6. People think about their own learning and what they feel matters

All are important everyone involved in learning, be it education or training. It is the last point, I think gets overlooked the most. I think educators are more directly connected to their students and are more likely to acknowledge and address feelings as a matter of course. Trainers, on the other hand, can be in and out quickly, processing and training. We aren’t as connected I’m sorry to say. Hopefully, we try.

Feelings matter. Emotions affect how we learn or even if we want to. Our authors, Linda-Darling Hammond, Kim Austin, Suzanne Orcutt, and Jim Rosso:

Both thoughts and emotions shape the learning process. Metacognitive skills—being able to think about and monitor one’s own thinking — enable learners to manage their learning process, to learn difficult new concepts, and to problem-solve effectively. Good metacognitive thinkers are also good intentional learners; they are able to redirect the normal frustration that occurs when things are confusing or not initially productive into further learning. Emotions also play a role; students who are fearful, anxious, depressed, or distracted cannot focus to process information. Positive emotions –feelings of confidence and willingness to exert effort – help students to think, perform a learning task, and process new knowledge. Emotional intelligence – the ability to recognize and manage one’s emotions, to solve conflicts, to motivate oneself, and to persevere in the face of difficulty – can also be taught.

Although just a caveman at heart, these philosophers, psychologists, educators, teachers and trainers are my heroes. I feel lucky to be able to do what I do, blessed with the knowledge and insight they have given the world. Through them, we have the six simple points that every teacher and trainer should know. With those simple points we can train the world no matter how big or complex it becomes.

As always, my ideas are my own–no matter how strange. I have a website where I write other ideas about theatre and communication.

Melissa Rittman and Chris Melohn star in ANGELS IN AMERICA, Part Two: Perestroika, a Collaborative Act Studio production (Photo credit: Chris Miller)

A final thought. We all know the brain is an amazing tool. I can hardly believe that in one weekend, my own brain (and of course the brains of many others) took in and processed the award-winning play Angels in America, Part One: Millennium Approaches and Part Two: Perestroika on Thursday and Friday and I wrote in-depth reviews on each. On Saturday afternoon I took in the obscure Wonderland! (Not the one that lasted 60 days on Broadway) and reviewed it as well. It’s amazing to me that learning took place each day by me and all who experienced these plays. Hopefully, it doesn’t seem strange when you see me write on training and development one time and the next review a play. It’s all about conveying information to an audience and convincing that audience to learn something. It is truly about feelings and people–and learning.

For more resources about training, see the Training library.

For a look at the human side of training from my Cave Man perspective, please check out my book, The Cave Man Guide to Training and Development. Happy training.

Take Responsibility

colleagues-arguing-on-who-to-blame-for-an-error-at-work

Honesty pays off in crisis management

Following a crisis, many businesses try to paint nasty incidents in a brighter light. It’s a natural reaction, but it’s not the right one. In a Ragan.com article, marketing expert Dan Harvey gave some advice on how to do the responsible thing, and in the process keep your reputation intact:

Be open

Don’t try to put a positive spin on a crisis situation or deny responsibility when your organization is clearly at fault. Even the slightest hint that you might be hiding the truth will greatly damage your credibility.

The public has always been expert at spotting dishonesty. The difference now with social media is that your dishonesty will be discussed in great detail by thousands of people.

In addition, don’t be afraid to let your emotions show. If you are genuinely upset by a crisis, let people see that. It is always a good thing to show that you are human, too.

You need only check the trending topics on Twitter to see examples of this on a daily basis. If the public does somehow miss your dishonesty, the media will be more than happy to point it out, over, and over, and over and…you get the point.

Be honest about mistakes, and make sure to let everyone know what you’re doing to fix them. Stick to that, and you’ll be on the right road for crisis management.

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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.]

Top Ten Tips for Becoming a Skilled Presenter

Business man and woman having an high five after a presentation

Skilled presenters have a sense of ease about them. You see it on their faces, in their gestures and body language, and hear it in their voices. Here is a list of the most important delivery skills to master.

1. Stand tall from the ribcage; this looks confident–strong yet relaxed. Keep your head straight but not rigid. Plant your feet. Bravo!

2. It is best to plant your feet in place most of the time. When you move, move from point A to point B deliberately, then stop and plant your feet again. No pacing.

3. To work the room, stand in the center for your opening, move every 2-3 minutes or at the start of each new topic, then return to center for a strong close.

4. Keep your hands in a neutral, relaxed position at your sides or at your waist. If your hands are locked you won’t be able to gesture.

5. Let yourself gesture naturally, and then let your hands go back to neutral/resting position.

6. For better voice projection get into the habit of opening your mouth a little wider. This helps with both volume and enunciation.

7. Sound like an expert. If any of your phrases sound like questions, you will undermine your credibility. Firm downward inflections sound best.

8. The eyes have it: to appear confident, practice making smooth, steady eye contact.

9. Pause appropriately; before you begin, after you make a point, between slides. Don’t rush.

10. Face it; your face is showing. First make sure it is relaxed and neutral. No frowns, no tension, no licking your lips. Check a mirror.

The best way to improve your delivery skills is to video a presentation or rehearsal, then watch it back with a trusted colleague or coach. Be sure to look for your strengths as well as those things you would like to change. Little changes in delivery skills can make a huge impact, but work on just one or two areas of improvement at a time.

Guest Post: How Project Managers Can Manage Conflict

The following is a guest post by Susan Shearouse, author of Conflict 101.

Early morning, the mists rising off the placid river, the crew racing in that long sleek boat, each team member pulling through the strokes in unison, the team leader sitting at the back calling commands. Ahhh, teamwork…

What happens when the reality of teamwork doesn’t match the vision? The meeting is a little tense, there are several ideas about the best way to proceed. One person starts to speak, another cuts in. A head tilts, a jaw tightens, the voices get just a little bit louder, and everyone in the room stiffens. Fear vibrates through the room – fear that an argument is about to take over, fear that conflict will derail the team and the project once again. Some want to get out of the meeting as quickly as possible, others want to pile on, jump into the disagreement on one side or the other.

What is a project manager to do?

(1) Slow down. Take a break. Allow yourself time to think through a way to proceed. Disagreements are healthy and useful to the team. Better ideas can be created when people can share concerns, ideas and creative solutions. Everyone on the team benefits from feeling that their views are heard and valued.

(2) Take a solution-seeking approach. When and where can we meet? We need a place that is neutral and conducive to hearing one another and enough time for people to air their views. What additional information might team members need? How can we get it to them?

(3) Create a safe place for people to talk. Establish guidelines for the exchange of ideas: stay focused on issues not individuals, listen, respect differences, monitor your airtime, let one person talk at a time…

(4) Be curious. What do others think? And why? Ask questions and wait for their responses. Check that you have understood what they have said – without disagreeing.

(5) Listen. Demonstrate your willingness to hear different points of view without jumping in. Ssshhh – keeping quiet encourages others to talk.

(6) Define the problem. In neutral terms, based on everyone’s views and concerns, develop a common understanding of the problem or question at hand.

(7) Explore options. Create a list at least five to seven possibilities before evaluating any of them. This will help diffuse either/or thinking.

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For more resources, see the Library topic Project Management.

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SUSAN H. SHEAROUSE is the author of Conflict 101: A Manager’s Guide to Resolving Problems So Everyone Can Get Back to Work (AMACOM 2011). She has served as Executive Director of the National Conference on Peacemaking and Conflict Resolution and on the Advisory Board of the Institute for Conflict Analysis and Resolution at George Mason University. Her clients have included Lockheed Martin, Philip Morris, the IRS, the US Environmental Protection Agency, the US Army Corps of Engineers, and many others. Find out more about Susan Shearouse and Conflict 101 here: http://www.amacombooks.org/book.cfm?isbn=9780814417119.

Value Chain Your Way To Profitability

Business profit chart on an office desk

Ultimately, success in business depends on finding your competitive advantage, which is to say that which makes you superior to your competitors and is perceived as valuable by your customers. One approach for figuring that out is through value chain analysis, as developed by Michael Porter. The value chain is a sequence of activities that exist in almost every business.
Continue reading “Value Chain Your Way To Profitability”

Customer Service Answers You Can’t Do Without

Customer care service on a call with a customer

An image with a call center agents wearing their white uniform doing a customer service answers.

Today’s customers are emotional and want to blame someone. We may not be able to fix the problem ourselves, but we can help; the big problem is getting them to listen. We know what makes great customer service. We know what keeps customers coming back. Unfortunately, it’s not one thing that matters in a tough economy but everything.

Customers come to us angry and frustrated, but powerless.

They are also confused, disappointed, vengeful, hateful, hurt, and even arrogant to bully an answer out of us. In return, we find ourselves feeling the same way as we deal with them, but there is a difference: we can help. Ironically, it’s that simple understanding we’re going to need to train in most cases. It’s not that people don’t care, but that they don’t know when it’s okay to express caring. If those same customers come up against a machine, the irritation level goes up astronomically.

When we turn customer service into an automated system, we up the ante on frustration. We already know that. We cringe when we hear the system kick in, but companies put in the systems anyway because it saves money–not realizing we are already resenting the company. Some companies are still convinced that good customer service skills mean giving customers the answers they want and you’re done. There’s nothing more to be done. Not in my world, and I hope, not in yours.

Call center agents doing customer service answers

What can we do about bad or “unfeeling” customer service? Training, of course. You could stop and say, we just have to hire certain personalities who can “deal.” It’s certainly helpful, but organizations don’t always think like us. You can hire or move previous customer service experience workers with ready answers or you can hire someone with a script who can either give a standard answer or refer to others who will get back to the customer. Which is the better option? The cheaper option is the latter. The former can be better at giving out the right answers. However, both may be lacking in what it takes to satisfy a customer.

Customers may have received the correct answer from the company’s point of view, but not in their own mind. So, is it acceptable for the customer just to go away angry? As a regional customer service manager, I have six states and six state customer service managers who may have already tried to deal with the customer’s problem, who most likely even told the individual exactly what he or she needed to do to resolve the said problem, but the customer is fishing for the answer he wants. Sometimes they do go away angry, but they may not be as frustrated; sometimes customers even thank me although I was no concrete help at all. They are thanking me for listening and trying to help them resolve their problems–even though I, too, was powerless to do so or had to tell them an answer they didn’t want to hear.

We are all good customer service folks who want to be empathetic but sometimes can’t take too much time to do it properly. Company rules. Too much time spent talking means too little getting done elsewhere. You know those other duties. The big topic on my email this morning. Actually saw several variations promoting training for Smoking Cessation. Now, there’s a hot topic! No pun intended. Management’s idea, of course, is that employees are spending too much time smoking instead of producing–oh, and it’s bad for your health. So it really sounds like employee support, too.

You know the story–that one disgruntled customer means many more lost customers. We give various numbers to back that up, but we know it’s true. However, that customer doesn’t have to be disgruntled, although they may not be totally satisfied. Not only can that negative situation go away, but it also can go completely the other way. “I didn’t get what I wanted, but they seemed to really care and would have taken care of my issue if they could.” That’s not a bad message to send.

With training, you can pare down what you need to say and still maintain the rapport necessary for a positive outcome. You can set the agenda, and achieve buy-in and positive outcomes because you have done your job. I’ve been a crisis manager for more than 10 years and “putting out fires” for many more than that. I am a customer service manager. I don’t like to give the bad news but I have to sometimes; I don’t like to be yelled at, but I know what it feels like to be a customer. Even if you are pressured to cut down the length of the calls, shorter calls can still be done with respect for the customer and common courtesy.

With training, you can pair down what you need to say and still maintain the rapport necessary for a positive outcome.

I’m sure there is a shopping list of things you should and shouldn’t say to an irate customer, but we don’t have time here to list them all. Instead, I’ll try to provide some good links to get a start on the whole story. Right now, the real problem is getting customer service programs that serve the public without pissing them off. Please forgive my language, but my sense of the dramatic does get away from me in moments of passion.

I’m sure if you are a customer service trainer you include in your training the way to address customers, not just how to find the information and ladle it out.

This includes active listening, showing empathy and genuinely trying to help.

Automated systems are designed to keep you from a person–and so are websites; however, they do serve a useful purpose for solving really basic problems. Bottom-line. Some customer service systems that save money are designed to keep people away from other people. Have you noticed public chat groups that seem to evolve over a need to have questions answered by a person, especially those customer service interview questions hard to get answered by the company? Even chat sessions have references while you are waiting for a person to “chat” with about your problem, and there are FAQs and a web page full of help. An intelligent person has already looked and resorted to “chat” where the answer was not so obvious. The chat person gained a friend because even in that little box was the tiniest amount of empathy for your problem. A little goes a long way.

This is the one time, “it’s out of our hands” or “it’s not my job” should come out of a professional’s mouth.

Here are my thoughts, for what they are worth. To get the most out of customer service:

  • Use people who know what they are talking about.
  • If not available or affordable, use people who really know how to talk to people.
  • Train these people, following the advice given by professionals on how to deal with difficult people and situations.

I get so many calls reflected back from the field to me because someone who should have been able to handle a situation easily at the local or state level could not put customers at ease, show them some respect and tell them what had to be done, and what else the customer could do if they were not satisfied. It’s an easy way to deflect what a great customer service representative doesn’t want to do.

That’s why training customer service people with the communication skills needed to do the customer service job interview is just as important or more important than the product subject matter itself. Talking to people may not seem as profitable in some circles, but as the public gets more and more fed up with the lack of good customer service answers, it will affect what products they purchase. There’s nothing like affecting profit margins to achieve a change in policy. I have a few names on my list already–and these are companies I respected. When I needed them, they were hard to find–if nothing else. So, it appeared they were only interested in my money.

  • Tell people that whatever customer service role the staff tells you is probably what they can deliver in their jurisdiction or charge; if there is a higher option, they should give the customer that, too.
  • Tell customers to write their Congress people if it is legislation that needs changing.
  • Tell them the process of how to address the issues they have as best they can.

A situation may involve multiple agencies or other solutions not even remotely related to what you or your company can deliver, but tell them what you can. If you don’t know for sure, tell them that, too. At least you will be given credit for trying. There is no real reason why not to do it. Person to person. It’s no different than telling a customer the product they really want is available elsewhere. You lost the sale but gained enormous respect. Why have customers write letters, emails, and phone time and time again and never get to the people who can help? Your company and mine will keep hearing from them if the problem is unresolved.

All the customer service professionals I know are in agreement that “it’s out of our hands” or “it’s not my job” should never come out of a customer service rep’s mouth. Instead, offer suggestions of where the best referral can come from–even if what you are doing is guessing. Tell the truth–always. If it is a guess, tell them so. You’re human and you’re trying to help. There is a limit to the type of information to give. You don’t want to be seen as their confidant and champion for all things in life. Actually not even this, so try to control the conversation so it stays focused, but stay human.

Finally, I said I’d list some links for dealing with “difficult” customers. I didn’t have time to screen each one, but it’s a start. I may come out with my own later. I do like the attitude of the first one which says there are no difficult customers.

As I always say, please comment, even if you know we will disagree. I don’t mind. I’ll probably ask you to friend me on LinkedIn. I don’t have the lock on answers. I’m reacting from more than 30 years of working in the fields of training and development (especially delivery and development), and communication–most recently in customer service jobs. These are all areas I feel passionate about. By the way, I do train and develop customer service programs. Check out my website, if you feel inclined. I’d appreciate it. Always looking for a challenge and my next project. My place or yours. Have an Affair to Remember. I guarantee training results.

For more resources about training, see the Training library.

For a look at the human side of training from my Cave Man perspective, please check out my book, The Cave Man Guide to Training and Development. Happy training.

Facebook Engagement Tactics

Woman showing facebook icon

How to Interact with Your Target Audience

On Facebook, like any other social networking site, one of your highest priorities is connecting with your Target Audiences.

Plan to interact with them at least daily, by:

  • Posting Updates. 90% of Facebook engagement is achieved through Updates.
  • Inviting your Target Audiences to interact on your site via the Tabs. This is a powerful community-building tactic.
  • Asking and answering questions. It’s a GREAT way to establish real relationship, position yourself as an expert, and offer value. When you offer expert information – your Target Audiences will respect you and come back for more.
  • Commenting – on your Page and your Fans’ Profiles and Pages.
  • Thanking people who engage and/or Like you.
  • Liking other Pages’ status updates (a new capability with the 2011 update).
  • Polling your audience. Example: what content do they want? Rate their effective use of Facebook. Surveys show that Facebook users LOVE to engage on Facebook topics.

Many Facebook Profiles and Pages are active – but do they really grab the attention of your target audience? Below are examples of tactics to engage your Fans.

Use a calendar to plan Facebook engagement tactics in advance.

Post Facebook Updates to ask your Target Audiences:

  • To broadcast their news, announcements, events, stories, etc.
  • To share tips that make their jobs easier, free tools they find helpful, learnings from past seminars or events, employee hiring/firing issues, etc.
  • To share stories about how they achieve greater success (management/motivational insights, sales increases, marketing tips, etc.)
  • For questions they want to ask each other
  • For favorite tweets from supporters
  • To post PHOTOS and tag them
  • To post links to: their site’s Home page, their mission statement, their blog, their Twitter name, videos, photos from previous events (again, tagging people in them), etc.
  • To recommend like-minded individuals in their networks
  • To Tweet your specific messages
  • To subscribe via SMS

The key to all this Facebook engagement activity is to calendar it, then monitor it. When conversations start and comments build, your activities are fruitful!

What Facebook engagement tactics have worked for you? Share one of your biggest success stories.

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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 has a name change! The Net-Powered Entrepreneur – A Step-by-Step Guide 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

Setting Your Highest Intention

A-business-man-going-pressing-his-tablet

I wrote a few weeks ago about a ceremony I did with an EcoShaman group to visualize the world we wanted to create.

Serpent Spirit for Cleansing Energy

It was a full day of drumming, singing, chanting in the beautiful Blue Ridge Mountains. Using American Indian hand drums, we sent our intent for a new world to be born, based on conscious co-creation, abundance, beauty, and balance. We used the drums as instruments of healing, conscious creation, and power. We worked with The Herb Medicine Wheel Garden and Angelic guides to broadcast our messages of healing.

Azurae & Amethyst Center
Azurae Windwalker and the Amethyst Center

The images and themes that emerged were beautiful expressions of what we intended for our lives, the lives of our family, neighbors, government and business leaders, and people around the globe.

  • What do you envision for the world?
  • What is your most exquisite expression of joy, balance, wholeness and possibility for our world?
  • What is your positive intention for your life, work, home, community?

Take some time this week to set your intention for shifts to greater harmony, balance, wholeness.

Now is the time to get clear on what you desire to create in your world. The energy is building for us to fully express and manifest what our heart’s desire is for a world of peace, love, harmony and wholeness.

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I’m including this section from an article on this website- http://www.eraofpeace.org/world-congress.php that speaks to the shifts that are needed at this time.

“2011, A Transfiguring Year of Rebirth and Renewal” by Patricia Diane Cota-Robles

A Call To Love

Precious Hearts, a monumental shift is taking place at this moment that transcends the perception of our conscious minds. We are being called, on behalf of Humanity and all Life evolving on this sweet Earth, to release the greatest expression of Divine Love we have ever experienced. This very moment, focus your attention on the person you Love the most in this world. Tangibly feel your Love flowing through your Heart Flame into the Heart Flame of your Loved One. Now, feel your Love expanding and expanding until it envelops every particle of Life on Earth. Ask the Presence of God pulsating within your heart to increase this expression of Divine Love daily and hourly with every breath you take from this moment forth.

On Saturday, January 8, 2011, which numerically was an 11:11 day, we held a Celebration of Life Service for my beloved son Joao who passed away unexpectedly on December 29, 2010. The service was held at Saint Pius X Catholic Church in Tucson, Arizona, at 10:00 a.m. There was an overflow crowd of 700 people physically present and tens of thousands of people all over the world joining with us in consciousness to send their Love and support.

At 10:10 a.m., during the exact moment that Tucson was being flooded with Love and support from all over the world, an unprecedented act of violence took place which took the lives of six people and seriously wounded Congresswoman Gabrielle Giffords and eleven other people. Those who were killed included a Federal Judge and a nine year old girl who was born on September 11, 2001. The focus of the world instantaneously turned to Tucson, and people everywhere began invoking the Light and praying for healing and comfort for the people involved. This outpouring of Love and Compassion created a powerful forcefield of Light that enveloped the planet and paved the way for a shift of consciousness that has the potential of lifting Humanity into a Higher Order of Unity Consciousness and Oneness than we have previously experienced. The success of this opportunity is up to us. Let’s all accept responsibility for being the Open Door for a perpetual influx of Divine Love. Let’s all hold the sacred space for Humanity to remember the Oneness of ALL Life.

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

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Motivate Your Best People and Not Break the Bank

excited-by-good-news-motivated-colleagues-celebrating-corporate-success-together-

In an earlier post on employee motivation, I answered a manager’s question “How can I keep my employees motivated; I pay them decently?”

Here are additional easy, inexpensive actions that managers can take that will bring smiles, good cheer and greater employee commitment to his or her job. These will motivate your best people and not break the bank.

  1. Visit a person in his or her office just to thank them for some specific contribution or post at thank-you note on his or her office door.
  2. Send an e-mail message to everyone in the group advising of a person’s personal contribution to the team’s accomplishment.
  3. Walk around with free lunch coupons and hand them out with a simple thank you for your commitment. I appreciate it.
  4. Organize a number of your group to take a specific staff member out for lunch on their birthday or arrange to send a card home signed by everyone on the team.
  5. Present a stuffed “Energizer bunny” to that group member who keeps going and going or a stuffed roadrunner to those who manage to complete a particular rush client project in record time.
  6. Present each new person joining the group with a specially printed T-shirt displaying their name above the name of the group and the firm.
  7. Initiate your own internal one-page monthly newsletter. Arrange a “Bravo” column to salute personal and professional activities or a “Good Tries” column to recognize and offer encouragement to those whose innovations did not achieve their full potential.
  8. Allow new people and staff to rent, from the local art gallery, a work of art of their choice for their office or work area.
  9. Create a Hall Of Fame wall with photos of outstanding achievements, both professional and personal.
  10. Create an annual report, yearbook, or photo album containing memorabilia and photographs of every group member along with their best achievements of the year.
  11. Buy a local billboard to celebrate a team’s accomplishments.
  12. Make a donation to their favorite charity in their name. Suggest that the charity send them, not you, a thank you recognition.
  13. Host a surprise picnic for the entire team in the parking lot or parking garage ..of course in good weather.
  14. Send flowers and a letter of appreciation to the family of a staff person who has to be away from home for an extended period of time.
  15. Give them a surprise for their work area – a new mouse pad, a poster, a desk organizer – something that will help them do their job better as well as say “Thank You.”

Supervision Success Tip

Sometimes a jelly doughnut or a handshake is as effective as a bonus. However, remember what is one person’s carrot is someone’ yucky orange vegetable. Do you know what motivates each of your employees?

How well are you motivating your best people?

Do you want to develop your Management Smarts?

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