Enhancing The Coaching Skills Of Leaders

"A person who never made a mistake never tried anything new. " Albert Einstein

Leaders are generally incompetent when it comes to coaching and developing talent.

Here ae few findings from some recent studies and surveys that may (or may not) surprise you:

1. In her 2006 doctoral research on the impact of 360 degree feedback on leadership, Nancy Rehbine found a high level of disappointment and opportunity to involve the leader as internal coach.  Her survey results suggested that:

• 62% of the respondents reported being dissatisfied or highly dissatisfied with the amount of time their manager spent helping with a development plan
• More than 65% expressed strong interest in utilizing an online follow-up tool to measure progress toward behavior change

2. In the Blessing White 2009 study trageting 2,000 leaders and HR professional exploring the role of leaders as coaches (The Coaching Conundrum 2009: Building a coaching culture that drives organizational success.  Blessing White Inc. Global Executive Summary) they found:

• 84% of managers are expected to coach talent but only 52% actually do (only 39% in Europe)
• Only 24% of all leaders are rewarded or recognized for coaching and developing talent
• 85% of all managers and employees see value in leaders as coaches but 32% of managers reported it takes too much time and interferes with their job

3. The 2011 DDI Global Leadership Forecast of 12,423 leaders and 1,897 HR professional representing 74 countries found:

• 68 percent of organizations use managers as coaches (63% rate it as effective) and 27% use external coaches often (37% rate it as effective)
• 43 percent of leaders were rated as ineffective in this particular skill area
• The most critical skills required from leaders included driving change (48%), Identifying and coaching talent (36%), Fostering innovation/creativity (35%), Coaching and developing talent (32%) and executing strategy (32%).  When asked to rate the ineffectiveness of leaders in these areas, the ranges were from 40% to 50% on each (43 percent were rated ineffective in coaching talent).

Ways to Improve Leaders as Coaches

What seems clear is that leaders today might not be that competent at developing and coaching talent.  One reason could be that leaders really lack passion for the role but are attracted to it by the latest mobile phone, title, decision making control and compensation.  Here are a few things that could be considered to help enhance the effectiveness of leaders as coaches today:

1. Select for those with interpersonal skills and social competence that can be good performance coaches with their direct reports.
2. Train and develop the skills to become better performance coaches.  Coaching skills and the micro-skills that underlie them are capable of being taught and developed further with deliberate practice.
3. Help leaders recognize how generational differences play a role in learning and engagement.  T0days iPad generation prefer blended learning and coaching as the primary way to learn and grow within organizations.
4. Recognize leaders who develop high potential talent.  You get what you recognize (and reward) so share what great leaders are doing internally as a performance coach to serve as a model to others in the organization.
5. Use employee engagement surveys to evaluate leaders who retain high potential talent.  Measure the leaders who are able to retain talent and explore the "line of sight" between your bad leaders with turnover, customer complaints, grievances and productivity.
6. Reward (through compensation) those who hold onto high potential talent and make it part of the performance management system.  Make performance coaching part of the performance review process and make salary increases and bonuses part of the leadership role.

I'm off to try to practice my leadership skills with my willful guide dog puppy in training Rocco on his journey to become a guide for someone who is blind–I will let you know in about 8 months if my coaching is effective….Be well….

Thanks to Ken Nowack / Result Envisia Learning / Envisia Learning
http://results.envisialearning.com/

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How To Handle High-Pressure Negotiations

It's easier said than done, but being a good listener trumps an aggressive attitude even when the stakes are high.

FORTUNE -- Sometimes you have to play hardball in a business negotiation. Say your boss throws you in the ring to settle terms with a competitor or a difficult client. You've got to go into it like a boxer, right? Dominate, show you won't budge.

Actually, experts say that the best negotiators get what they want without the aggression. Beyond the detrimental effects that aggression or anger can have on personal health and the health of the workplace, professional negotiators say those emotions can get in the way of getting what you want out of a discussion.

One way or another, threatening or blaming someone during a negotiation will negatively influence the outcome, says Stuart Diamond, Wharton professor and author of a book on negotiation called Getting More.

Something as subjective as a wounded ego can flub a negotiation. "People will refuse a deal even though it would have actually made them better off," says Chris Voss, an adjunct professor at Georgetown's McDonough business school and former kidnapping negotiator with the FBI. "If people feel like they've been treated unfairly, they actually get psychological satisfaction from punishing the other side."

So it's best not to start a discussion in a way that would provoke those people, regardless of whether or not you agree with them. In fact, the success or failure of a discussion is hardly influenced by the substance of what's being discussed, says Diamond. Rather, the people involved -- with their goals, their baggage and the way they address each other -- influence a negotiation much more than the content.

Solid negotiators can control the tenor of a discussion by making sure that the other side feels heard. It's a common misconception that you, the negotiator, are the most important person in the room, according to Diamond. Instead, negotiators should focus their energy on the person they are trying to convince. Even if their goals seem unreasonable, people will often offer up clues on how they are thinking.

"I kind of believe that really good negotiators have a firm grip on the obvious," Diamond says. In high-pressure situations, it's easy to focus on achieving your own mission, not picking up on hints that you can glean from the other person's speech or behavior.

Negotiations should serve as a kind of intelligence-gathering exercise, says Voss, who picked that up during his time with the FBI. He now advises businesses on negotiation via his firm Black Swan. Even in a business discussion, much more is happening than it would seem on the surface. For example, third parties often affect discussions. In the corporate world, it's important to know whether bosses or CEOs wield power over the people discussing terms. There are a couple of ways to key in on this; the first, of course, is to ask them. But if the information is sensitive, negotiators can pay attention to whether people speak in first person or third person. Do they react when certain subjects are mentioned? Behavioral patterns can be useful.

But being open to all of this extra information can require more than one person, says Voss. "If you give me five mediocre negotiators but they work as a team, they can perform better than one superstar," he adds.

Negotiation isn't about you or your emotions. It may be more difficult, but it pays to keep a cool head while playing hardball.

Thanks for Shelley DuBois / Management Fortune CNN / Cable News Network - A Time Warner Company
http://management.fortune.cnn.com/2011/12/02/how-to-handle-high-pressure-negotiations/?section=magazines_fortune&utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+rss%2Fmagazines_fortune+%28Fortune+Magazine%29

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The 20 Worst Prospecting Voicemail Mistakes Salespeople Make

Among salespeople who make sales prospecting calls, there's a hot debate about whether or not you should leave a voicemail message.

I'm of the opinion that you definitely should - but only once every three days.

For a voicemail to have any impact, however, you have to avoid the common blunders... and many of them are easy to make.

During one of these hot debates, I asked our followers which are the worst voicemail mistakes you can make in prospecting.

Here are their top 20.

1. Not leaving one so your prospect doesn't have the chance to return your call.
2. Pretending you have called when you haven't.
3. Not having planned what you want to talk about in advance.
4. Talking about your products, instead of things that matter to your prospect.
5. Speaking for more than 20 or 30 seconds without letting the prospect say anything.
6. Leaving a message that's too short and doesn't give your prospect a compelling reason to call you back.
7. Not showing that you have researched your prospect, and his or her situation, in your voicemail message.
8. Speaking so quickly that you can't be heard. Or worse, mumbling.
9. Leaving a voicemail with lots of verbal pauses (like "ums" and "ahs") that make you sound less confident, and less credible.
10. Leaving a message and then passively waiting for a call back, instead of continuing to try to reach the prospect.
11. Not leaving your name and contact information at the end of the message. Better yet, leave it at the beginning when the prospect is poised to take notes.
12. Sounding too "canned" or "salesy" to catch your prospect's attention.
13. Not mentioning your company's website, if it's your strongest sales tool.
14. Using a tone of voice that suggests you don't expect a call back.
15. Not following up via other means, like email or handwritten note.
16. Giving up too soon, when most prospects won't return your call until you have tried them more than nine times.
17. Not mentioning another company you have helped with a similar problem that the prospect is likely to have.
18. Failing to stick to one topic per voicemail message.
19. Not verifying that you have the right contact before leaving multiple messages.
20. Forgetting to mention a common colleague or someone who has referred you.

Thanks for Kendra Lee / Sales Resources / CityCom Marketing, LLC.
http://www.salesresources.com/articles/article.cfm?ID=1813

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301 More Ways To Have Fun At Work By Dave Hemsath, Jeevan Sivasubramaniam

301 More Ways To Have Fun At Work By Dave Hemsath, Jeevan Sivasubramaniam List Price: $16.95 Price: $13.22 & eligible for FREE Super Saver Shipping on orders over $25. Details Availability: Usually ships in 24 hours Ships from and sold by Amazon.com 49 new or used available from $0.05 Average customer review: (10 customer reviews)

Product Description

Research has shown that people who enjoy their work are more productive and creative and generally have higher levels of job satisfaction. Fun workplaces report high levels of team spirit and employee morale. And given today's extremely low unemployment rate, companies are under more pressure than ever to foster enjoyable work environments and retain their best employees.

301 More Ways to Have Fun at Work combines thorough research with practical hands-on tools for injecting a spirit of fun into the work environment. Each chapter includes 40 to 60 examples of how organizations have incorporated fun into the normal course of the workday. Sidebars offer humorous and interesting facts and statements about the effects of fun on workplace performance and job satisfaction. Readers also learn about useful sources that can help enhance workplace "funativity".

Product Details

• Amazon Sales Rank: #90541 in Books
• Published on: 2001-03-30
• Original language: English
• Number of items: 1
• Dimensions: .58" h x 5.94" w x 7.92" l, .58 pounds
• Binding: Paperback
• 255 pages

Editorial Reviews

Review
"The Return of Fun at Work: You'll laugh, you'll cry, you'll scream with delight. Don't tell your friends the ending." - Carl Ingram, WayFinders Group "If customer service, or better yet, "customer caring" is your business, then read on and discover the many ways you can create experiences that make people smile, laugh and want to come back and do business with you." - JoAnna Brandi, author of Winning at Customer Retention"

From the Publisher
PEOPLE WHO HAVE FUN AT WORK are more productive, more creative, and report higher levels of job satisfaction, according to recent research. And they tend to stick around longer too—a key competitive advantage in today's tight job market. In short, fun in the workplace goes right to the bottom line.

As coauthor of 301 Ways to Have Fun at Work, Dave Hemsath was among the first to show how fun could be beneficial to all types and sizes of organizations. The idea has caught on, and people are clamoring for more ways to make their workplaces fun places to be. His new book, 301 More Ways to Have Fun at Work, builds on the success of the earlier book by applying the concept to new areas of business life, showing how to inject an element of fun into hiring, customer service, events, sales and marketing, leadership, and corporate culture.

Like the earlier book, 301 More Ways to have Fun at Work offers practical advice for creating a work environment infused with the spirit of fun. It's a comprehensive resource for building and maintaining a productive and satisfying work environment that inspires camaraderie among employees and loyalty to the organization. And also like its predecessor, each chapter includes dozens of real-life examples of how individuals and organizations have put fun into the normal course of their work.

Throughout the chapters, a series of "Fun Facts" and "Fun Quotes" provides humorous and interesting information about the effects of fun on workplace performance, and "Fun Resources" direct readers to useful sources for products and services that increase the fun quotient in the workplace. The book also includes "Dave's Hierarchy of Fun," a lighthearted but thoughtful discussion of the factors needed for establishing and maintaining a fun workplace.

Entertaining and accessible, 301 More Ways to Have Fun at Work legitimizes the issue of fun as an organizational strategy and has a good time doing it. Hemsath's infectious enthusiasm guarantees that readers will enjoy themselves as they discover how to make their workplace more enjoyable. He clearly shows that creating a fun atmosphere in the workplace not only makes working more pleasant, but also increases productivity, morale, and retention.

About the Author
Dave Hemsath is co-owner of Business Outrcach Books, a business book distributor based in Cleveland, Ohio. His business takes him all over the U.S., where he sees people at many successful companics having fun at work.

Customer Reviews

Most helpful customer reviews

7 of 7 people found the following review helpful.
Outstanding Fun!
By A Customer
This book was filled with plenty of examples of what major corporations, as well as small independent mom-and-pop-shops do to encourage the concept of fun in the workplace, and how that in turn improves morale, productivity and the work environment as a whole. The bite-size pieces of information, written in a pleasingly anecdotal manner make it an easy read, and the cartoons and illustrations don't hurt either. I would recommend this book to anyone looking to incorporate the concept of fun into their workplace, actually, it's a good read just in and of itself without even being used for practical applications. NICE WORK!

3 of 3 people found the following review helpful.
FANTASTIC!
By A Customer
Can't understand what the others are bellyaching about-I found this to be a quick entertaining read that was full of great ideas and suggestions. Unlike the multitude of other books about fostering fun and creativity in the workplace that try to pretend that they are speaking of a finely-tuned science with complex procedures-this book says it like it is-it's just fun!
If you need an in-depth how-to book to have fun at work, trust me, this is the least of your problems. I took the suggestions for the "obstacle course race" and we had a fantastic time in my office-everyone came out of their "shells" (cubicles rather) and joined in the fun...there were people there that I didn't even know had a sense of humor... If you are looking for some long-winded analytical study of the concept of fun at work for the sake of fostering productivity and morale go elsewhere-this is just simple fun, fun to read, fun ideas, and fun to practice...
NICE!

3 of 3 people found the following review helpful.
Lists, quotes and anecdotes
By Steve Brennan
Lists, quotes and corporate anecdotes pretty much sum up this book. It's light reading and quirky, but I didn't walk away with a single idea to take to my team at work.

http://astore.amazon.com/amazon-book-books-20/detail/157675118X

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Fish! A Proven Way To Boost Morale And Improve Results By Stephen C. Lundin, Harry Paul, John Christensen

Fish! A Proven Way To Boost Morale And Improve Results By Stephen C. Lundin, Harry Paul, John Christensen List Price: $19.99 Price: $12.25 & eligible for FREE Super Saver Shipping on orders over $25. Details Availability: Usually ships in 24 hours Ships from and sold by Amazon.com 1344 new or used available from $0.01 Average customer review: (282 customer reviews)

Product Description

Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day. Imagine an environment in which people are truly connected to their work, to their colleagues, and to their customers.

In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the street from her office is Seattle's very real Pike Place Fish Market, world famous and wildly successful thanks to its fun, bustling, joyful atmosphere and customer service. By applying ingeniously simple lessons learned from the actual Pike Place fishmongers, our manager learns how to energize those who report to her and effect an astonishing transformation in her workplace.

Addressing todays work issues (including employee retention and burnout) with an engaging metaphor and an appealing message that applies to any sector of any organization, Fish! offers wisdom that is easy to grasp, instantly applicable, and profound--the hallmarks of a true business classic. Based on a bestselling ChartHouse training video which has been adopted by corporations including Southwest Airlines, Sprint, and Nordstrom.

Product Details

• Amazon Sales Rank: #692 in Books
• Published on: 2000-03-08
• Released on: 2000-03-08
• Original language: English
• Number of items: 1
• Dimensions: .54" h x 5.53" w x 8.59" l, .54 pounds
• Binding: Hardcover
• 112 pages

Features

• Self Help Booster Book

Editorial Reviews

Amazon.com Review
Here's another management parable that draws its lesson from an unlikely source--this time it's the fun-loving fishmongers at Seattle's Pike Place Market. In Fish! the heroine, Mary Jane Ramirez, recently widowed and mother of two, is asked to engineer a turnaround of her company's troubled operations department, a group that authors Stephen Lundin, Harry Paul, and John Christensen describe as a "toxic energy dump." Most reasonable heads would cut their losses and move on. Why bother with this bunch of losers? But the authors don't make it so easy for Mary Jane. Instead, she's left to sort out this mess with the help of head fishmonger Lonnie. Based on a bestselling corporate education video, Fish! aims to help employees find their way to a fun and happy workplace. While some may find the story line and prescriptions--such as "Choose Your Attitude," "Make Their Day," and "Be Present"--downright corny, others will find a good dose of worthwhile motivational management techniques. If you loved Who Moved My Cheese? then you'll find much to like here. And don't worry about Mary Jane and kids. Fish! has a happy ending for everyone. --Harry C. Edwards

Review
'This is one fish story that doesn't exaggerate. It shows you how changing your attitude lets you enjoy your work and your life. Hook into it, it's quite a catch!' -- Spencer Johnson, author of Who Moved My Cheese? 'I recommend their book to anyone, on any level, who wants to make a difference at work.' -- Hyrum Smith, co-chairman Franklin Covey Co. 'The story of the world famous Pike Place Fish market is fantastic. But this book is not just about selling fish; it's a love story that can happen in your organisation too.' -- Ken Blanchard, from the Foreword

About the Author
Stephen Lundin is a filmmaker and professional speaker. Harry Paul is senior vice president with The Ken Blanchard Companies. John Christensen produces corporate learning films, including the Fish! video.

Customer Reviews

Most helpful customer reviews

156 of 170 people found the following review helpful.
It's about life!
By John C. Buchanan
This is a brief, simple, but elegant book that is an eye opener for those of us who grew up with notions like: "Work is serious, let's have no fooling around!" or "Profit is 'the only' way to measure business success."

The story is told in the context of a familiar business departmental crisis. Traditional management processes have failed and those who tried to implement change left convinced that conditions would never improve in that department (nicknamed the "Toxic Energy Dump").

A new departmental manager is assigned; she must find and implement new solutions or suffer the burden of defeat experienced by her predecessors.

Serendipitously, during her lunch break, she discovers a fish market that does not fit preconceptions for that environment most of us would have, i.e., hard, tedious work under unpleasant, uncomfortable conditions. What she does experience is a group of people who are totally involved with their customers, having a lot of fun, and selling lots of fish!

She asks one of the fishmongers about how they do this. And so begins the odyssey that uncovers the four key lessons she applies to turn her department around. I believe that these lessons are cornerstones for success both at work and in personal life. The lessons may seem simple and obvious, but they are based the deep needs we all have to feel that we matter, to contribute to others, and to enjoy our work.

I attended the first "Fish Camp" in Minneapolis that Steve Lundin and his associates facilitated (they did a great job); I left with the lessons contained in this book. I have discussed these lessons with almost all of the executives I currently coach and have concluded, from their comments, that they both appreciate and apply these insights with success in their work/personal lives and settings. This book is a useful tool in helping people, and groups of people, reframe how they see their work; many discover that they can find enjoyment and satisfaction in their ordinary day-to-day work lives.

76 of 81 people found the following review helpful.
A Fish Story That's Real & Inspirational
By Fred Gibbons
What does a "Toxic Energy Dump" and throwing fish have to do with life, especially performance in the workplace? A great deal according to the authors of The Fish.

In this parable you learn very quickly and easily how to turn around a "toxic" environment. Although the solutions may sound simple and obvious, they remind us - that regardless of our position in an organization, it's a great thing to find enjoyment and satisfaction in our ordinary day-to-day work lives. The writers provide simple descriptions of what attitude and fun can do to turn around the "toxic energy dump" in the workplace. The fable and principles show you how to bring hope and excitement to the people who perform the "back room" functions.

This book is a quick read, with principles that are easy to grasp and apply. Laughter and fun are great bridge builders between people - I encourage you to try The Fish and see how these principles are used to build bridges not only at a renowned fish market in Seattle, but between people within a back room department and other departments.

85 of 92 people found the following review helpful.
What can you learn from a smelly fishmonger!
By Nicholas Beatty
Can creativity and enthusiasm be learned from a smelly, fishmonger?

You bet! One of the most important values I learned from this book is that it's possible to gain wisdom from some of the most unsuspecting places. Never judge a book by its cover... you could be missing out on a lot!

One thing that I will never understand about society is how easily we get trapped into ruts in our professional and personal lives. Yet, we do nothing to rectify the situation. Complaining doesn't count, my friends!

With thousands of business "How-to" books flooding the market, Fish! is a welcome change as it tackles some very important issues in a fun and easily understood manner.

In this engrossing parable, a single mom/corporate manager is given a seemingly impossible task. She is responsible for turning an office that has been described as a toxic-energy dump into an enthusiastic and productive environment.

Overcome with fear of losing her job, the book's main character, Mary Jane, loses hope and retreats to her own private world every lunch hour as she walks the downtown Seattle streets. One afternoon she walks to the world-famous Pike Street Fish Market for the first time. Little did she know that when she met a smelly fishmonger named Lonnie, it would be the beginning of a wonderful new life!

If you are content to live with whatever life throws your way, this book is not for you. If you feel that you hold within your hands the power to change your destiny, this book is an effective tool that will help you on your path to success. Endorsed by some of the world's most successful businessmen, Fish! is a surprisingly important book you can't afford to miss.

http://astore.amazon.com/amazon-book-books-20/detail/0786866020

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180 Ways To Spread Contagious Enthusiasm... The "How To" Handook For Everyone By Barbara A. Glanz

180 Ways To Spread Contagious Enthusiasm... The "How To" Handook For Everyone By Barbara A. Glanz Price: $10.95 & eligible for FREE Super Saver Shipping on orders over $25. Details Availability: Usually ships in 24 hours Ships from and sold by Amazon.com 7 new or used available from $10.95 Average customer review: (2 customer reviews)

Product Description

Happy workers will be more productive workers! In this heartwarming handbook, best-selling author, Barbara Glanz gives you 180 morale-boosting ideas to help you bring more caring, communication, respect, and appreciation to the place where you work. Whether you are an employee or a manager, you can learn to "spread your contagious enthusiasm" and make a difference every single day!

Product Details

• Amazon Sales Rank: #54908 in Books
• Published on: 2006-06-05
• Binding: Paperback
• 48 pages

Editorial Reviews

Review
"Barbara Glanz has done it again. Read this book and you'll lift the energy of everyone around you." --Ken Blanchard, coauthor of The One Minute Manager® and Whale Done!: The Power of Positive Relationships

About the Author
Barbara Glanz, Certified Speaking Professional, works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives. She is the coauthor with Ken Blanchard of: The Simple Truths of Service: Inspired by Johnny the Bagger and the author of: • Handle with CARE: Motivating and Retaining Employees.
• Balancing Acts: More Than 250 Guiltfree, Creative Ideas to Blend Your Work and Your Life.

• CARE Packages for the Workplace: Dozens of Little Things You Can Do to Regenerate Spirit at Work.
• The Creative Communicator.
• Building Customer Loyalty.
• CARE Packages for the Home. As an internationally known speaker, trainer, and consultant with a Master's degree in Adult Education, Barbara lives and breathes her personal motto: "Spreading Contagious Enthusiasm™." She has presented on six continents and in all 50 states since 1995. You can reach her at bglanz@barbaraglanz.com or www.barbaraglanz.com. She lives on the beach in Sarasota, Florida, and delights in her grandchildren, Gavin, Kinsey, and Owen!

Customer Reviews

Most helpful customer reviews

11 of 11 people found the following review helpful.
Creaitng an Engaged Workforce
By Bud Bilanich
If you've been paying attention to what people have been writing about leadership lately, you've undoubtedly come across the term "engagement". Engaged employees are productive employees.

Recently, I came across a Walk the Talk handbook by Barbara Glanz entitled 180 Ways to Spread Contagious Enthusiasm. This little book is a must read for anyone who is interested in creating an engaged, motivated workforce.

180 Ways to Spread Contagious Enthusiasm is divided into seven chapters:

1. Creative Communication

2. Atmosphere

3. Appreciation for All

4. Respect

5. Reason for Being

6. Empathy

7. Enthusiasm

The seven chapter headings reinforce Ms. Glanz's main point about building enthusiasm and engagement: leaders must CARE. She is so emphatic about this point - CARE -- that she makes each point twice.

* C Creative Communication

* A Atmosphere and Appreciation for All

* R Respect and Reason for Being

* E Empathy and Enthusiasm

Here is a sample of the advice she offers.

Creative Communication

* Spend five minutes figuring out how to communicate a decision for every ten minutes you spend deciding.

* Add a quotation, graphic, cartoon or seasonal reminder to memos and fax cover sheets. Make them fun and interesting to get people's attention.

* Hold "grapevine" meetings (informal meetings with an open agenda giving all employees a chance to set rumors straight) at least once a month to enhance communication and get worries and concerns out in the open.

Atmosphere

* A great place to work is one in which you trust the people you work for, have pride in what you do, and enjoy the people you work with.

* Take a look at your office - what does it say about your human level? Always display in your office one or two reminders of things you really love.

* Every Friday, have a "Good News Hour" for 30 minutes before the workday starts...Ask employees to share good things that have happened to them - at home, at work or in the world.

Appreciation for All

* Everyone in organizations should set as their goal to maintain or enhance the self esteem of the people with whom they interact.

* Send logo gifts to spouses and children at holiday time. Ask people to write down the best way they can think of to celebrate their birthday. Then, try to make that happen on their special day.

* Ask everyone on your work team to give five sincere compliments a day to others. Once a week, have people share how the recipients responded.

Respect

* You can tell the value of a man by the way he treats his wife, the way he treats a subordinate and the way he treats someone who can do nothing for him.

* Highlight a different employee's hobbies each month in the lobby of your building.

* Provide etiquette classes for employees. Include how to act gracefully in different cultures.

Reason for Being

* We must stop thinking of work as something imposed on us by the need to make money, and think of it as something we have chosen to participate in because of its value in our lives and the community at large.

* Add a personal signature to your work to differentiate yourself from all the others who do the same work as you.

* Allow every employee to visit one customer organization a year.

* Feature a "Customer of the Month" on your website. Include personal features, how long he or she has been a customer, and a little about the customer's business.

Empathy

* Allow employees to have one to two hours a week during company time to volunteer in the community.

* Create cross department teams, and allow them to have one afternoon off a quarter to plan something to benefit the community.

* Bring in a barber and hairdresser one day a week to help your employees easily get haircuts.

Enthusiasm

* Find something you love to do and you'll never have to work a day in your life.

* Collect company legends and stories on video or audiotape. If possible, interview the employee or customer to whom they happened.

* Have people celebrate their favorite sports teams by dressing up in their colors, hats or uniforms.

If you don't like any of these ideas, there are over 150 more in 180 ways to Spread Contagious Enthusiasm. I think that all leaders should read this book. It is a catalyst for great ideas on creating an engaged workforce.

0 of 0 people found the following review helpful.
180 Ways to Spread Contagious Enthusiasm
By Ann Snelling
This book was my first introduction to Barbara Glanz, her books, her speaking and her own "contagious enthusiasm". Indeed she models what she writes! After reading this book, I ordered several of her other books on customer service. This book is delightfully upbeat and filled with practical ways to infuse enthusiasm into life. I highly recommend it.

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The Point Of The Deal: How To Negotiate When Yes Is Not Enough By Danny Ertel, Mark Gordon

The Point Of The Deal: How To Negotiate When Yes Is Not Enough By Danny Ertel, Mark Gordon List Price: $26.95 Price: $18.50 & eligible for FREE Super Saver Shipping on orders over $25. Details Availability: Usually ships in 24 hours Ships from and sold by Amazon.com 53 new or used available from $12.31 Average customer review: (4 customer reviews)

Product Description

Why do so many business deals that look good on paper end up in tatters once they're put into action? Because deal makers often treat the signed contract as the final destination in their bargaining journey—instead of the start of a cooperative venture. In The Point of the Deal, Danny Ertel and Mark Gordon show what negotiation looks like when the players involved strive to make the deal work in practice—not just on paper.

In this book, you'll discover how to make the transition from concentrating on getting the deal done to focusing on what it takes to achieve value after the ink has dried. With a wealth of examples from multiple industries, countries, and functions, the authors illustrate how their approach to crafting an implementation mind-set works in all kinds of familiar business contexts—including mergers and acquisitions, joint ventures, alliances, outsourcing arrangements, and customer and supplier relationships.

Product Details

• Amazon Sales Rank: #705638 in Books
• Published on: 2007-10-23
• Released on: 2007-10-23
• Original language: English
• Number of items: 1
• Dimensions: 1.07" h x 6.44" w x 9.28" l, 1.36 pounds
• Binding: Hardcover
• 240 pages

Editorial Reviews

Review
Negotiating a good deal means more than winning on price or other terms... --CIO Insight, September 17, 2007

About the Author
Danny Ertel is a founding partner of Vantage Partners and is a leading authority on negotiation, relationship management, and conflict management. Mark Gordon is a founder and director of Vantage Partners and is a Senior Advisor to the Harvard Negotiation Project at Harvard Law School.

Customer Reviews

Most helpful customer reviews

5 of 5 people found the following review helpful.
What happens after yes...YES!
By C. Kinsey
As a person holding an "implementor" role in a global outsourcing firm, I felt as if the opening chapters of this book were scripted from our business model. Don't let the delivery folks into the room - they might speak the truth. Just get it sold -delivery will figure it out. And then both customer and supplier hang on for dear life for 3 to 7 years and pray that it doesn't happen again - but it does. This book should be required reading for every "deal team" and should help customers and suppliers alike move from deals with high failure rates to sustainable relationships with profit and performance enough to make even the most skeptical deal maker change their tactics. A worthy successor to the other fine books from the minds of the Vantage Partners. Pointed, understandable, actionable, and right on the money. Recommended for anyone who has to interact externally or internally on anything more than a transactional basis. Something to be learned on every page no matter how long you have been doing deals or how good you think you are.

7 of 9 people found the following review helpful.
Insights on negotiating deals that work.
By Rolf Dobelli
The first line of this book's preface asks what many potential readers may be thinking: "Yet another book about negotiation?" The answer is yes, and a much-needed one. Many books on making deals are out there. Some are good, others bad, but most focus on the negotiation process. Even those that emphasize extensive preparation and research tend to focus on the deal itself - making it, improving it, wording it. Danny Ertel and Mark Gordon focus elsewhere. They direct readers to a single core concept: implementation. In doing so, and in illustrating what focusing on implementation means in practice, they add genuinely new insight into negotiation. Shifting the focus to how the deal will work long-term, if it will work, and what sort of precedent the negotiation process establishes for ongoing interaction is extremely valuable. As a result, we recommend this book to anyone involved in negotiation.

3 of 6 people found the following review helpful.
Business libraries, especially those catering to managers, need this.
By Midwest Book Review
Why do business deals fall apart, and how do strategists and deal-makers fail? THE POINT OF THE DEAL: HOW TO NEGOTIATE WHEN YES IS NOT ENOUGH goes beyond the usual business focus on getting the deal to examine what makes it work or causes it to fail. From a different focus on using the deal as a means and not the end goal to considering behaviors after the deal has been signed, THE POINT OF THE DEAL follows through where other books end, using strategies from different businesses and even different countries to show how a different focus on implementation processes leads to success. Business libraries, especially those catering to managers, need this.

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Essential Guide To Workplace Investigations, The: How To Handle Employee Complaints & Problems (Essential Guide To Workplace Investigations: How To Handle) By Lisa Guerin J.D.

Essential Guide To Workplace Investigations, The: How To Handle Employee Complaints & Problems (Essential Guide To Workplace Investigations: How To Handle) By Lisa Guerin J.D. List Price: $44.99 Price: $29.09 & eligible for FREE Super Saver Shipping on orders over $25. Details Availability: Usually ships in 24 hours Ships from and sold by Amazon.com 52 new or used available from $23.76 Average customer review: (23 customer reviews)

Product Description

If you own a business or manage employees, you need the Essential Guide Workplace Investigations the stepbystep guide to investigating – and resolving – common workplace issues It is both a legal and practical book, packed with tips and strategies that will help you sort out your workplace problems quickly and legally It offers a stepbystep plan that you can use to resolve all kinds of workplace complaints, includingharassment discrimination workplace violence employee theftWorkplace Investigations explains how to conduct an investigation that will stand up in court, helping you decide whether to investigate, do interviews, gather evidence, write an investigation report and make disciplinary decisions It also provides checklists sample policies and legal resources for all 50 states

Product Details

• Amazon Sales Rank: #190478 in Books
• Published on: 2010-07-12
• Original language: English
• Number of items: 2
• Dimensions: 1.16" h x 7.02" w x 8.96" l, 1.87 pounds
• Binding: Paperback
• 520 pages

Editorial Reviews

Review
Packed with tips and strategies that will help sort out workplace problems quickly and legally. (HR Magazine )

Clear, no-nonsense writing style that breaks investigative steps down clearly. (Jathan Janove )

About the Author
Guerin, an editor/author specializing in employment law, is author or co-author of several Nolo books, including The Manager's Legal Handbook, Dealing with Problem Employees, Nolo's Essential Guide to Federal Employment Laws, Workplace Investigations, Create Your Own Employee Handbook, and Nolo's Guide to California Law. Guerin has practiced employment law in government, public interest, and private practice where she represented clients at all levels of state and federal courts and in agency proceedings. She is a graduate of Boalt Hall School of Law at the University of California at Berkeley.

Excerpt. © Reprinted by permission. All rights reserved.
Introduction

Chances are good that you picked up this book because you've become aware of a potentially serious problem at your company and you're not quite sure how to handle it. Maybe you've heard a complaint or report of misconduct that sounds something like this:

"Every time I go into John's office, he's looking at porn on the Internet -- it's really starting to offend me and some of the other women in the office."

"We've finished our internal audit, and the numbers just don't add up. I think we may have a thief on our payroll."

"I've been passed over for promotion three times, and each time the job has gone to a younger person who doesn't have my experience or training. I feel like I'm being discriminated against."

"Mark has been really angry lately -- he keeps talking about his gun collection, and yesterday he told me that 'management is about to get what's coming to them.' I'm afraid of what he might do."

Now you're facing some tough decisions: Whom should you believe? What really happened and why? How serious is this problem? What should you do about it? And, can you handle this without creating legal problems for the company?

A complete, impartial, and timely investigation will help you answer these questions and figure out what to do. In fact, a proper investigation is one of the most important tools for maintaining a safe and productive workplace -- and keeping your company out of legal trouble.

This book gives you the tools and information you need to conduct a successful investigation. Part I (Chapters 1 through 4) describes in detail the ten steps to a successful investigation of any kind of workplace problem. Part II (Chapters 5 through 8) takes a closer look at four common workplace problems -- discrimination, harassment, theft, and violence -- and explains how to handle the special investigation challenges posed by each.

This chapter will help you get started. It introduces the benefits and basic components of a proper workplace investigation, including the actions you will have to take -- and decisions you will have to make -- along the way. (Each of these steps is covered in detail in Chapters 2 through 4.) It also covers some common investigation mistakes that can lead to legal trouble -- and tips that will help you avoid them.

Investigations Require Judgment Calls
Although most investigations will require you to at least consider each of these ten steps, every situation is a little bit different. Workplace problems rarely land on your desk in a tidy package with an obvious solution. Instead, you'll often be faced with conflicting stories, documents that are open to different interpretations, and no clear answers about what happened and what you should do about it. You'll have to decide which problems merit a closer look, whom to interview, and what documents to review -- and when your investigation is complete, you'll have to decide what you think really happened.

All of these decisions are judgment calls, and no book can tell you how to handle every possible scenario you might face. However, if you follow the guidelines in the chapters that follow, keep an open mind, and use your best judgment, you should be able to handle most of the issues that come up.

Customer Reviews

Most helpful customer reviews

9 of 10 people found the following review helpful.
An essential and basic reference
By Midwest Book Review
One of the responsibilities of employers is to insure a safe and secure workplace. This necessitates dealing with employee accusations of harassment, discrimination, workplace violence, employee theft, and other challenges to the workplace security of employees -- whether the problem is perceived from emanating from management or other employees. Lisa Guerin, an attorney specializing is resolving workplace issues, has written "The Essential Guide To Workplace Investigations: How To Handle Employee Complains & Problems", a 350-page, 'user friendly' instruction manual for managers, human resources professionals, and business owners, on investigating and resolving common workplace issues in a manner that is fair, effective, and in adherence to federal laws and state regulations. Enhanced with an accompanying CD-ROM with forms, sample polices, checklists, and other resources, "The Essential Guide To Workplace Investigations" is an informed and informative, offering step-by-step instructions on deciding whether or not to investigate a complain; taking immediate action if deemed necessary; selecting an investigator; planning the investigation; interviewing; gathering evidence; evaluating the evidence; taking appropriate action; documenting the investigation; and doing follow-up to insure future compliance. Simply stated, "The Essential Guide To Workplace Investigations" is an essential and basic reference for anyone charged with the responsibility of providing employees with a conflict-free work environment.

3 of 3 people found the following review helpful.
PROFESSIONAL COMPREHENSIVE RESOURCE FROM NOLO LAW SERVICES AND THE INTERNATIONAL SOCIETY FOR HUMAN RESOURCE MANAGEMENT
By C. Scanlon
Even includes all forms, sample policies and documentation, checklists and other resources on a cd for editing and print out, plus audio scenarios and interviews.

Employee complaints and reports of harassment, discrimination, workplace violence, drug and alcohol abuse and employee theft are of grave concern to human resource managers and the liability of corporations. This field has evolved greatly since the 70's in every way, including legislation. This book gives the latest state of the field, with resources needed to address the issues which arise.

Nolo is an excellent service for getting the law into the reach of the nonlawyer. This book is compiled by a Doctor of Law, Lisa Guerin, JD, who is an expert in employment law and serves at Nolo as legal editor. She has also co-written such books as Dealing With Problem Employees: A Legal Guide and Create Your Own Employee Handbook: A Legal and Practical Guide, as well as writing Smart Policies for Workplace Technology: Email, Blogs, Cell Phones & More, and Everyday Employment Law: The Basics, along with several other texts in this field.

This book guides the Human Resource manager through ten steps for running an effective employee complaint investigation. In the first place, to establish the necessity for investigating, and then the need for immediate action. HR must then choose an investigator, and plan the investigation. Interviews are then conducted to determine the facts in the case. Evidence is gathered and evaluated. Action is taken. The investigation is fully documented, with follow-up.

This book guides HR through each of these ten stages, and provides generic forms needed at each stage on the cd which can easily be adapted to the particular situation. The audio samples on the cd also model investigation techniques.

Newsweek says that 'Nolo is always there in a jam as the nation's premiere publisher of do-it-yourself legal books' and this book continues that fine tradition of practical service. It just about serves as a corporation's legal department. This book can also serve to assist the legal professional in these situations, and could well be found on many a workplace lawyer's bookshelf, or, more likely, work desk.

The Society for Human Resource Management is an international professional association which provides current and comprehensive resources promoting HR's strategic role, and approves this book among its resources, which serves the corporation as well as the victim of discrimination and harassment.

4 of 5 people found the following review helpful.
Essential to your HR library
By LaSaundra Matlock
"The Essential Guide to Worplace Investigations: How to Handle Employee Complaints and Problems" should have a place in your HR library. The book is easy to read and offers common sense approaches to tackling most employee issues. It would benefit novice HR persons, as well as operational managers. Overall, a great guide to handling tough issues.

http://astore.amazon.com/amazon-book-books-20/detail/1413312047

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