Author: Marcia Zidle

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Employee Career Development: How Can I Keep My Staff Motivated With Limited Promotions

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If there are limited opportunities in your department or company for promotions, how do you keep you keep staff excited and motivated and morale up during tough times?

Here are six suggestions that will go a long way to enhance the career development of your staff as well as increase their commitment during times of change and uncertainty.

  1. Rotate some tasks on your team.
    If you give people the chance to do different tasks within the same team, it allows them to add new skills and experiences. It also allows you to be in a better position if someone leaves or takes time off.
  2. Move team members horizontally.
    Allow workers to move to a completely different department or team to try something new. This can keep morale high and help generate new ideas.
  3. Find out what motivates your team.
    Upward career mobility is a huge motivator for many people. But if that doesn’t exist, you have to really focus on other areas to make sure your team is happy and excited about what they’re doing. Realize one size doesn’t fit all.
  4. Give the team the power to make decisions.
    One of the key tasks of being a boss is to delegate certain responsibilities to this staff. For example, let workers to design their own roles, if the workload changes. This might lead to much more productive results than if you defined their jobs for them
  5. Help each member to gain additional qualifications.
    If there’s an appropriate class, weekend workshop, or skills training conference, try to have team members attend. |Education benefits everyone. Your team stays stimulated and your company gains additional knowledge and skill sets that can keep you ahead of your competition.
  6. Offer “soft” benefits to help them achiever a better work-life balance.
    You can’t give team members promotions, but can you give them flexible work hours, telecommuting options or even children’s day care services. These little things might not seem like much, but they can go a long way toward ensuring that your workers are happy with their jobs.

Management Success Tip:

Career growth in organizations that are growing slowing or even downsizing can be challenging and it definitely takes creativity to maximize your team’s productivity. Focus on giving workers more, and varied, responsibilities as well as more opportunities to make their own decisions. Be willing to let them define their roles, perform new tasks, or even change departments to keep things fresh and interesting for them. Also see 7 Ways to Energize Your Staff and How to Encourage Everyone to Do Their Best Work.

Do you want to develop your Management Smarts?

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Getting the Recognition You Deserve

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You stay late at work, never miss deadlines, never show up late and your work is top notch. You’d think that by doing all of this, you would, at least once in a while, get thanks and recognition from your boss.

Unfortunately, your boss is busy dealing with a the latest crisis. As a result, she forgets to show any gratitude to you and the other high performers.

Working hard and getting ignored by your boss can be rough. That’s why you sometimes have to take matters into your own hands. Boasting of your own accomplishments can feel awkward. But look at it this way: If your boss doesn’t notice your hard work, and you don’t point it out to her, then how will she know you’re ready for that promotion or if you can handle that huge-but-fascinating project?

Things don’t have to be like that. Here’s how to build your reputation and get the recognition you deserve without looking like an attention seeker.

Step One: Decide What You Want

There are many types of recognition, so decide what type you want because everyone wants something different. Companies often thank staff with awards, certificates, or bonuses. However, people often just want simple thank you. So, what exactly are you looking for? Do you want a simple “thank you” or an employee of the month designation or a bonus or

Step Two: Define Why You Deserve Praise

Don’t walk into your boss’s office with no advance preparation to say what a great job you’ve been doing. Rather make a list of the accomplishments you’d like to discuss. Beside each one, list the value that accomplishment has brought to the company. Be sure to make yourself look good, but also share credit where credit is due.

Step Three: Praise Yourself and Others

This is where you’ve got to get creative. You know your boss and your business environment, so think of ways to let her know of your value. Point out some of your key accomplishments from the list you developed. Emphasize the importance of these accomplishments and how you and your co-workers could be recognized for this.

If this type of self promotion feels a little too much like bragging, then think of ways to let your boss know what you’re doing without being so obvious or bold. For example, send your boss an email every time you win a new account or when you’re finally able to please your company’s worst customer. These little “progress reports” keep your actions in the open in a delicate, not-too-obvious way.

Career Success Tip:

Although not everyone is comfortable talking about their accomplishments, you might harm yourself if you don’t speak up. If your boss doesn’t see the great work you’ve been doing, she might give that promotion or special project to someone else without knowing any better. It’s up to you to prove that you can handle the added responsibility and to do that, your boss has to know what you’ve already done. Also see My Success Portfolio and Build Your Reputation and Your Career.

Do you want to develop Career Smarts?

  • For more resources, see the Library topic Career Management.
  • Start with the Career Success System.
  • Sign up for Career Power: 101 success tips.
  • Need a speaker? Get the Edge Keynotes-webinars-workshops.
  • Find career and leadership boosters in the Smart Moves Blog.
  • Copyright © 2012 Marcia Zidle career and leadership coach.
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Manage Conflict Before It Erupts

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“I’m at my wits end with one of my people regarding fill out reports in a consistent way. I’ve tried to be understanding and nice but it’s not working. I fear that I may explode the next time it happens.”

Not dealing directly with the performance problem is common response. Many managers struggle with their reluctance to deal with an employee regarding poor performance or inappropriate behavior. In Nip Performance Problems in the Bud I give these reasons for this reluctance.

  • “I don’t want to rock the boat, especially when the employee is performing the function even if not up to expectations.”
  • “Correcting an employee’s performance or behavior might spark a decision to leave. Then where will I be…no one to do the job.”
  • “I’m concerned they’ll become defensive or even explode. I don’t know how to handle conflict. ”

Conflict Is Like An Iceberg

Above the water line are symptoms – averted eyes, people ‘claming up’, or work not getting done. Below the water line are the real or root causes – the expectations, problems and annoyances that are often not communicated. Remember conflict is not good or bad, it’s how you handle it that’s important.

So, the first step is to identify what might be going on. Does the person, for example, not know how to fill out the reports – this is a training issue; doesn’t want to do it – this is a motivation issue; or doesn’t have the right tools – this is a resource issue? You can determine this by observing the person filling out the reports and asking specific questions regarding how the person is doing the work.

Then, set up a problem solving meeting to focus on the performance, not the person. Here is a six-step approach:

  1. Indicate your desire to seek an outcome that will be best for both sides and the organization.
  2. Define the problem from your point of view. Be specific in describing the situation (who, what, where, when), the behaviors displayed, and the impact the behavior had.
  3. Ask the direct report to define the problem from his or her point of view. Then find common ground by identifying issues on which you agree.
  4. Identify and evaluate potential solutions. Consider unusual or creative options. Choose a solution each of you can accept.
  5. Develop an action plan for implementation. Define the behaviors and results you expect to see. Find out how he or she sees the work going forward.
  6. Plan follow-up meetings to check on progress. Both formal feedback sessions and general conversation will help you and the direct report stay on track.

Management Success Tip:

As a manager, it is your job to make sure work gets done right and in a timely manner. What happens when someone is not meeting the standards or expectations? The problems will continue and will soon affect others. Now you have a bigger headache. Deadlines are missed; Customer satisfaction goes down. Resources are squandered. And you’re working harder and longer. It’s time to STOP procrastinating and START dealing with the problem NOW. Also See Employee Coaching How to Make It Work and Performance Management: How To Do It Right

Do you want to develop your Management Smarts?

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Your Career Goals: Are You On Track or Side-Tracked?

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How do you want 2013 to be different than 2012? Are you on track?

What usually happens is that we get all excited about changing something in our personal or professional lives. We truly want to change but then as I say “life and work intervenes”. We get busy with other commitments. And our hopes, dreams and goals get put on the back-burner. We say to ourselves, “let me just get through this crisis or project” and then I’ll get back to it – whatever it is.

What Are Your Career Goals for 2013 provided five strategies to achieve your goals whether you want to find a more satisfying job, make more money, get that promotions make a job change, push for that promotion or whatever. Here are an additional five strategies that actually get you moving and keep you moving towards what you want to achieve in 2013.

1. Stay forward-focused.

Too often we talk about what we don’t want but not about why we want it. We want to lose weight, quit smoking, stop procrastinating, etc. These are great goals. The problem is that unless we connect our goals to something is important to us, then we will likely not give it our full attention and commitment on a daily basis. So, for example, you want to quit procrastinating. OK, Why? Is it because you get stressed out and worry about getting it right and on time. You may have a boss who’s very detailed and expect things accurately and before the deadline. And you know that you want to be seen positively in her eyes because there’s an upcoming project you want to be the lead on.

So always connect your goals with the outcome you want and the importance of that outcome.

2. Take small daily actions.

So many good plans derail when we over-commit and under-deliver. To write a blog or a book, to lose 10 pounds or to stay ahead up to date on your tasks, then what can you do every day towards that goal. It could be setting aside 15 to 30 minutes every day to write or exercise, even if its walking around the block, or to create a to-do list first thing in the morning and setting aside “no interruption” time (s) to focus on these tasks.

3. Find an accountability partner.

This will supercharge your efforts. Daily or weekly check-ins have keep many high performing professionals and leaders moving ahead for years. The best example is the executive coach Marshall Goldsmith and his long term friend who have connected by phone every evening no matter where they were. They each asked each other key questions about their goals. It truly does “keep you honest” and motivated.

4. Don’t run away from the possibility of failing.

Fear of failure is the greatest single obstacle to success in life. But here’s the kicker, it’s not failure that holds us back – it’s the fear of failure -it’s the anticipation of failure. We may tell ourselves:: “If I do this and fail, I’ll look dumb; I’ll embarrass myself; I’ll disappoint; people will think I’m not competent or I’m a loser, etc.” So what? What’s the worst thing that can happen? Is it as bad as you think it would be? Check with others. We must look at failure as what it really is, a temporary setback and an opportunity to get it right the next time. Winners win more frequently than losers because they stay in the game.

5. Realize the power of optimism to bring about the changes you desire.

Visualize success, talk success, believe in your success. Expect success to happen. yes, challenges, disappointments, mistakes happen. The important things is to move on. Also stay away from negative people. If they’re not happy for themselves, they certainly can’t be happy for you.

Career Success Tip:

Success is more than working hard, being busy and burning a lot of energy. It’s a laser focus on what matters. So examine all your “to-do”s and pick the ones that count the most – the ones that can make a big difference in your life and career.

Do you want to develop Career Smarts?

  • For more resources, see the Library topic Career Management.
  • Start with the Career Success System.
  • Sign up for Career Power: 101 success tips.
  • Need a speaker? Get the Edge Keynotes-webinars-workshops.
  • Find career and leadership boosters in the Smart Moves Blog.
  • Copyright © 2012 Marcia Zidle career and leadership coach.
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Hiring: How Do I Know If The Applicant is Qualified?

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I have just been promoted to a supervisor in a call center and I’m responsible for hiring. What are the best questions to ask when interviewing call center workers ?

A great deal depends upon whether these people will be taking orders (incoming and therefore the emphasis is on the applicant’s customer service skills) or truly attempting to sell a product (out-calling/cold calls that require a high level of selling skills). Each requires not only a different skill set but also a different mindset.

An order-taker needs to “be nice” to the customer, have good listening skills and be able to react quickly and accurately to a complaint or request. For these people, here are some potential questions.

  • Tell me about your most difficult call and how you handled it?
  • How have you dealt with a customer who was very nasty? What was the result?
  • Tell me about a time when you went far beyond what normally would be expected in order to satisfy the needs of a customer.
  • After a difficult call, what do you do to prevent that call from influencing the way you handle the next caller?

The sales person needs not only to develop rapport with the caller but also influence his or her behavior… to say yes…to buy. Here are some questions to get at their sales ability:

  • Tell me about your most difficult sale and/or most challenging customer and how you handled it.
  • What steps do you take to prepare for a sales call?
  • What strategies have you used to get an understanding of the customer’s needs?
  • Tell me about a time you dealt with a “thinking-about-it” customer.

Then listen carefully and assess their qualifications:

1. The skills fit. Can this person do the job that they are interviewing for?
2. The motivation fit. Does the person have the traits and desire to effectively do the job?
3. The company culture fit. Does the person have the same values or work style or that would fit into the way we do things around here?

Management Success Tip:

A good interview follows an outline or guide. That means each applicant is asked the same set of questions. Then you’ll be able to compare apples with apples and oranges with oranges. A structured approach keeps the interview on track, gives all applicants a fair chance and provides more accurate information to select the most qualified.

Do you want to develop your Management Smarts?

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Communication: Make Small Talk Big Talk

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Do you find yourself tongue tied or feeling awkward in “small talk” situations like networking events, cocktail hours or meeting where you know no one?

Most of us do – even extroverts like me. So don’t despair! Here are a few ninja skills to help you get over the “I don’t know what to say or do”.

1. Make the first move .
Hand out, smile on, greeting ready. When you make the first move, you create some energy and put yourself in a confident position. It takes a little practice if you are uncomfortable doing it, but if you get good at it, then you start the conversation stronger and it makes small talk a little easier.

2. Find common ground fast.
Common ground is some point of life intersection we seek with people we meet for the first time. Geography, education, hobbies, children, sport teams and many others make up the general opening topics of conversation. This is how we connect with people we do not know. If you have nothing in common, then don’t feel bad about it. They know it too. Make your gracious exit.

3. Make an impression, but don’t leave a mark.
If you let them speak 70% of the time, then you will be thought of as a courteous person good at conversation. The problem is people tend go to opposite ends of the spectrum of word volume when they are nervous — too much or too little. If you want to make an impression, strive for the middle through questions and comments.

4. Have three good questions at the ready.
You have probably heard that people like to talk about themselves. So instead of worrying about what you will say to others about yourself, focus instead on finding out about the other person or the people in the group. Here are three categories of questions that will activate a conversation.

  • Conversation starters: “What do you do? What area of______do you work in? or What made you decide to come to this event or what did you think of the presentation?”
  • Observations of change: Ask the person what changes they have seen in a particular area of business, sports, movies or some other topic over the past year. This creates a conversation rather than an interrogation with monosyllabic answers.
  • Future predictions: Ask the person what they believe will happen in the next year in a particular topic. Sports is usually safe and politics usually is risky. But it really depends on the event and group. The point is to create dialogue and rapport – not disagreement or rancor.

5. Plan your exit.
At a lull in the conversation when it is clear that the topics are exhausted, decide if you want to continue the relationship. If not, put out your hand and say, “It was a pleasure spending a few moments with you, I hope to see you again soon.”Then you simply move on in the room to other people. Or if you do, conclude with what you’re going to do next such as “I‘ll send you the article we’ve been talking about” or “Let’s set up a time when we can get together to talk further.”

Career Success Tip:

In spite of seeming to have little useful purpose, small talk serves many functions. It helps develop positive relationships between friends, work colleagues and new acquaintances. It also paves the way before engaging in more functional topics of conversation with others. Therefore, having skills for small talk will give you more confidence and get you through the discomfort. Also see Smart Networking and What’s Your Communication IQ?

Do you want to develop Career Smarts?

  • For more resources, see the Library topic Career Management.
  • Start with the Career Success System.
  • Sign up for Career Power: 101 success tips.
  • Need a speaker? Get the Edge Keynotes-webinars-workshops.
  • Find career and leadership boosters in the Smart Moves Blog.
  • Copyright © 2012 Marcia Zidle career and leadership coach.
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Be the Boss Everyone Wants to Work For

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The outstanding boss is more than a good manager; she’s a good leader. Pay attention to these 10 tips and be the boss everyone wants to work for.

1. Have a vision.
Before you can lead your people, you’ll need something to lead them to. Where are you going? How will you get there? How will you know when you have arrived?

2. Let people see their value.
Show them constantly how their jobs and your department are contributing to organization’s overall goals. Let them know what they do matters.

3. Give yourself permission to lead.
Overcome the discomfort of having a measure of control over another person’s life. It can be unsettling at first, but it is necessary for quality leadership.

4. Be in the eye of the hurricane.
When things go wrong, you can turn your attention to assigning blame or solving the problem. Good bosses choose the second and do it calmly and deliberately. In times of crisis people need a solid, confident presence to lean on.

5. Give yourself time to lead.
Set aside a portion of your day for nothing more than being with your people, hearing their problems, reinforcing the vision and communicating your support.

6. Get in up to your elbows.
Work hard with your people; relax with them; laugh with them. If you show that you’re really not above them, you will enhance their commitment to you.

7. Deal with surprises.
People and issues arrive unannounced. It’s your job to filter them for urgency and importance and help employee stay focused on priorities not problems.

8. Give up your old job.
You have a new job so don’t hang on to your old one. This can be hard. It’s because of your previous success that you’ve been promoted. But failure to let go of your old job causes more problems than anything else.

9. Don’t play favorites.
Not only has your job changed; your workplace relationships have changed. Yesterday you had co-workers; today you have employees. While it’s only natural to like some individuals more than others you no longer have that luxury.

10. Finally, manage.
Your employees will expect you to deal with poor performers at work. If they see someone getting away with it, they may think that they can as well. If you’re fair and decisive, your good performers will give you their hard earned respect and best effort.

Management Success Tip:

Regularly take stock of your leadership. Reflect on your progress every quarter. Identify issues that require close attention and ways to deal with them before they grow into big headaches. Also see What Makes a Great Boss, Staying Sane While Leading Others and Managing Is Hard Work: Avoid These Mistakes.

Do you want to develop your Management Smarts?

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New Job and New Boss: Get Off On The Right Foot

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Carla, a system analyst, has just been hired after months of job search. She ‘s highly motivated to succeed because her last position did not work out as she had hoped, particularly with her boss.

She requested career coaching to help her start out right foot. Here are 5 questions I suggested to help her get to know the lay of the land and make a good first impression with her boss.

1. What are your expectations?
Get clarity on a number of things right from the beginning. It could include flexible or strict working hours, resources that will be provided, people you will be working with as well as your position tasks, responsibilities and authority.

2. What’ are the top priorities for my job?
Oftentimes, bosses assign employees more work than they realize. Asking him or her upfront what takes precedence makes your boss choose among the many projects you may have been assigned, This is important so you know how to budget your time. You want to know the top priorities and focus your time, energy and resources on these.

3. What are the department’s top priorities?
Figure out how to help him succeed in his job. If you understand what’s important to your boss, this will help you to meet and exceed his expectations. You also are striving, in the first weeks and months at your new job, to confirm that he made the right hiring choice

4. How will I and what will I be evaluated on?
It’s important to know how you and your boss will gauge your performance. You need to know what you’re working on matters and how your results will be measured. The more concrete information you have about performance expectations and outcomes, the greater the likelihood of meeting them.

5. How do you prefer to communicate and how often?
Realize that bosses, like most people, have different expectations in terms of frequency and method of communication. Does the boss want you to check in every day, every week or only when a specific project is happening? Does he want you to swing by unannounced, make an appointment, send an e-mail or call first?. So ask and adjust accordingly.

Career Success Tip:

Every boss is different and every company is different. Make sure you’re on the same page otherwise you’re in for a rude awakening . Therefore, when you first start a new job, always check your understanding and get feedback.

For example, after your boss has explained something to you, it’s beneficial to summarize what you’ve heard so that the boss knows what information you retained and can fill in the details where you may have missed something. You can say something like, “Let me see if I understand this correctly … am I missing anything? Also see Tips for Starting a New Job.

Do you want to develop Career Smarts?

  • For more resources, see the Library topic Career Management.
  • Start with the Career Success System.
  • Sign up for Career Power: 101 success tips.
  • Need a speaker? Get the Edge Keynotes-webinars-workshops.
  • Find career and leadership boosters in the Smart Moves Blog.
  • Copyright © 2012 Marcia Zidle career and leadership coach.
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What Are Your Career Goals For 2013?

Middle-aged-CEO-posing-to-the-camera.

This is the time for New Year’s resolutions – to set goals and to make changes in our personal or professional lives. Let’s focus your attention on your career for 2013.

Whether you want to find a more satisfying job, make more money, get that promotions make a job change, push for that promotion or whatever, here are five strategies to make it happen.

1. Look back before looking forward.
Ask yourself: Did my job build me up in 2012? In the best case, a job gives us more than money and a place to go during working hours. Did your job build your resume, your contacts and your confidence in 2012? If so, great! But don’t get too satisfied. Can your job develop you further? If not, what’s your next step?

2. Set goals that stretch and motivate you.
Write down three professional or personal goals for 2013 that can move or advance your career. If you can take one mini-step toward each goal this month (for instance, redoing your Linkedin Profile or redoing your resume you’ll feel as though you’re moving forward rather than standing still.

3. Realize that relationships are critical for career success.
The first of the year is great for networking. If you have let your network languish a bit, as many of us have, refresh it over the next 90 days! Write down the names of at least 10 people you want to connect with or catch up with. and then reach out to them. How well are you using social media?

4. Determine ‘brand you’ and sell it.
All too often, individuals don’t effectively market themselves when they’re searching for a new job or vying for a new position within their current company. Figure out what your strengths are, and exactly what you bring to the table. Do you have an elevator speech or “30-second commercial”? That’s a clear, succinct description of who you are and what you do (or are looking to do) should you meet someone who does not know you.

5. Create a game plan and stick to it
What do you want from a career in 2013? Do you want a job that will be a better fit for your skills, values and ambitions? Or will getting a certification or advanced degree make you more competitive? Or do you want to have less stress and more balance in your work life? Whatever it is, make sure you have clear action steps with metrics or benchmarks to keep you on track.

Career Success Tip:

Periodically evaluate the progress of your game plan. Ask yourself these key questions: Should I continue along this path? Alter it in some way? Or even move to a totally different path? Am I spending a sufficient amount of time dedicated to my career goals? Who can help me get to where I want to go?

Do you want to develop Career Smarts?

  • For more resources, see the Library topic Career Management.
  • Start with the Career Success System.
  • Sign up for Career Power: 101 success tips.
  • Need a speaker? Get the Edge Keynotes-webinars-workshops.
  • Find career and leadership boosters in the Smart Moves Blog.
  • Copyright © 2012 Marcia Zidle career and leadership coach.
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Staffing: Do We Have The Right Number of Employees?

customer-service-in-an-organization-conversing-with-clients.

Our organization continues to downsize. We are getting a lot of “flack” from our managers saying there are not enough qualified employees to do the work in their department and everyone is overwhelmed and grumbling. Are they right or are they lobbying to prevent additional layoffs?

Here are some examples why they may, indeed be right. See if they apply to you.

1. Staff cuts go too far.
In the spirit of fairness, companies implement an across-the-board layoff. Each department is required to reduce their staff by so many people. In conducting an employee survey of “the survivors” of an agency, we found that the workload problems were particularly severe in the smaller departments.

2. Unexpected workload change.
An office manager of a busy, large medical practice was told one day that 1) the practice would be adding a new physician and 2) one of their larger HMOs was changing procedures and the office would now be required to complete additional paperwork. She had to ramp-up fast but there was a hiring freeze.

3. Required skills change.
A financial service organization had many dedicated, long tenure employees. To improve efficiency, the company had been gradually updating their internal systems. Many functions previously performed by hand by the “long-timers” are now fully automated. Our audit found that, as a result, the technical staff fells overworked and the long-timers feel under-utilized. What they needed were fewer of the “do-it-by hands “and more computer savvy workers.

What You Can Do:

  • Conduct periodic staffing audits. Staffing levels evolve over time but don’t necessarily match the needs of a changing business. A systematic audit of the volume of work to be performed and the needed skills can identify the mismatches. With this information, you can now be more effective in staffing.
  • Retrain staff. Once an audit identifies shortages, retraining existing staff can often fill the gap. It may be cheaper in the end to develop your good employees than hiring new folks who may or may not turn out well. Also you will send the message to them that they are valued. This is important especially in times of organization change. when good people may start to look elsewhere.
  • Ask employees. Employees are often the best source of information about the needs of the department or team because they are on the front line dealing with customers or production every single day. They may have greeter insight into operations issues and solutions.

Management Success Tip:

One of the most pressing problems companies face is staffing – having the right people,s, in the right place doing the right things to grow the business or maintain it’s market position. Make sure your employee bullpen is filled with the right kinds and right number of employees for today and tomorrow. Also see Managing is Hard Work, Make Good Decisions and Staff Feeling Overwhelmed.

Do you want to develop your Management Smarts?