Archive for the ‘ Accountability ’ Category

The 3 Habits of Highly Effective Millennials

We’re doing something a little different this week.

Instead of a written post, Gus Jaramillo and I collaborated on a video post as part of the Leadership Quote vlog series. Subscribe for future videos!

Why Your Leadership Strategy Matters

Take a look at the model below. What do you notice is the end state? Results. Results are always the end state in every organization. That’s all that anyone cares about. One famous organization has a mantra of “don’t tell me, show me.” It may sound callous, cold, or unnerving, but it all depends on the mindset that takes you there. And really wAction Modelhat makes the good organizations great is they innately understand how the experiences and beliefs of the employee are the most instrumental part of creating results. In the same way that quality ingredients make a great dish, a wonderful experience can make impactful results.

So what’s the best way to impact your direct reports’ experiences? Your leadership style, of course. And by shaping their experiences, you are helping them form beliefs about those experiences (either being aligned or not aligned) which impact their actions and results.

It’s quite simple conceptually, but it’s often overlooked since people focus too often on just one part (particularly the results) and do not look at their leadership strategy as whole. What we often forget is foundation for those results. I’ve heard some say, “I want to hire someone with the “It” factor”, but there isn’t a psychological measurement in existence that accurately and reliably tests for that. A person successful in one role may fail miserably in the same role at another company. Instead, you have to consider the experiences and beliefs that person is bringing to the table and how well those will mix with the rest of the team.

And what is the culture of your team or department? Don’t think that’s an important question? Try to change it. It will be incredibly difficult and take significantly longer then you would ever imagine. This is because the culture is made up of, and held in place by, the experiences and beliefs held within your team or department. By providing the correct leadership styles, you can influence not just the results, but the organizational culture around you for the better.

Think strategically and act permanently.

Next time you head up a team or a project, understand what experiences and beliefs you are leaving for your team. You may be surprised at what results are yielded if you create a people-centered, result-oriented experience.

Gus is a Learning and Performance Professional at the Ken Blanchard Companies and is currently finishing his PhD in I/O Psychology. He can be reached at gus.jaramillo@kenblanchard.com

What I learned about customer service from an American Golf employee!

download

Customer service is something we all come across in our daily lives. It can be used as a key differentiator for you and your company. 9 out of 10 US consumers said they would pay more for a superior service. I want to share with you a customer service experience I had a few weeks ago and how this made me feel valued.

Background

I wanted to buy my partner (Daniel) Golf clubs for Christmas. I initially searched on line for the best deal but didn’t have a clue what I needed, so decided to visit American Golf.  The guy serving me knew I didn’t know much about clubs, so he advised what I should buy and gave me a 30 minute personal fitting voucher so I could return with Daniel.

A few weeks ago we took the clubs back to American Golf for our 30 minute personal fitting to find out how they needed to be altered. All of which was free of charge. We turned up and a man came up to us straight away asking, ‘how can I help you’. I explained about the voucher and he took us to the area where men/women hit golf balls into a net (I apologize to golf fans in advance, I am not a golfer).

My Customer Service Experience

Working in training and development I am always looking out for great customer service and learning why these people behave the way they do. So I am going to tell you what I learned from this young gentleman, Mark, a few weeks ago.

  • It doesn’t matter who made the sale, the client is your customer and you must help them – When Mark asked me who sold me the clubs, he said ‘he isn’t in today, but I can help you’. So often in sales roles we are concerned with ‘MY’ client rather than ‘OUR’. We look out for self interest rather than the company’s interest. It is vital that an organization creates a team culture, rather than an ‘I’ culture.
  • You need to know what you are talking about – When Dan was swinging the golf clubs into the net, Mark was making notes. He could tell instantly what Dan needed, however he still followed the process of checking each detail to make sure that they altered the golf clubs just right. (If you are interested in the fitting process please see the below YouTube clip) 78% of customer satisfaction comes from a competent service rep.
  • The manager needs to train you up and let you go   I asked Mark how he had learned what he had. He mentioned that when he first started, his manager told him all he needed to know (direction). The manager then asked him to fit him with the right golf clubs following the process and equipment they had. He also mentioned that the manager encourages them to play golf and to always be on the lookout for opportunities of watching friends using their clubs.

When I was in American Golf the manager didn’t get involved once. He let his employee who obviously knew what he was talking about get on with it. This showed to me as the customer, that the manager trusted Mark to do a good job, and he did.

Why am I telling this story?

Customer service isn’t rocket science, yet it can create huge financial benefits to your company. 7 out of 10 people say they would spend more with companies who offered excellent customer service.

American Golf created a culture where employees feel empowered and trusted to do a good job. It also showed me there is a strong link between leadership and customer service. Without the right environment, Mark wouldn’t have been able to offer the great customer service that he did. The outcome of this great customer service is that I will always shop at American Golf and I will strongly recommend them.

All statistics are taken from helpscout . The American Golf store is in Guildford, UK.

Exercise: It May Help Your Memory

We’ve barely started the new year and already resolutions are being thrown to the wayside. From eating healthier to saving more money, there’s one resolution is quite popular: exercising more.

I’m currently struggling against the hump that we all face after heading to the gym a few times. My motivation is at an all-time low. If you’re like me, you may be more willing to exercise after hearing that exercise can potentially improve your memory:

Credit: BrainCraft

What have you forgotten lately, both at home and at work? Perhaps an anniversary or something more physical like your keys? Or at something you had to do that wasn’t on your calendar?

Well, exercise may be the answer. So motivate yourself to push through the hump, because once you get into the groove, you’ll be improving not just your body but your mind as well.

exercise_motivation

Image Credit: 1

How to Lead a Millennial

I am a millennial. I almost feel obligated to apologize for that because, for some, it has almost become a dirty word. Disjointed, entitled, unsocial… the list goes on. These are just some of the adjectives that people might describe this large portion of the Hipster Girlwork force and the current and future leaders of America.

For now, let’s say we get past our differences and agree on one thing: What we (millennials) need out of our leaders is different than what you needed. We need:

  • We don’t do politics very well. We haven’t quite navigated the whole office politics thing at all. You may see that as naive, but chances are, we may never actually master office politics. Truth be told, we are just not that into it. Our office politics are more like “The Office” and less like a scene from “House of Cards.”
  • Yes, we were the age that grew up with MySpace and “the” Facebook. We crave information and can read through it very quickly. We have the ability to look at a large amount of information and sift through the minutia to get what we need out of it. We actually embrace vulnerability as long as we are kept in the know about things. We hate to be blindsided or caught off guard.
  • Once we’ve earned it, stay out of our way! (In a good way). We are not a big fan of being micro-managed and want opportunities to be creative and innovative. We’ve grown up with technological innovation happening constantly around us and so that has nurtured our own creativity. And we want to show that off in our work.

Unemployed MillennialTo all non-millenials, remember, we are the generation that saw our parents lose their jobs, pensions, and futures during the economic downturn. We watched the news as the unemployment line was packed with people looking to stay afloat. We heard many say, “I lost my job and that was the only thing I knew how to do.” So we are diversifying our biggest portfolio by investing in ourselves. We are getting as many skills as possible, and although we may be accused of “coming for your jobs”, we are really just in survival mode. And we probably always will be.

Gus is a Learning and Performance Professional at the Ken Blanchard Companies and is currently finishing his PhD in I/O Psychology. He can be reached at gus.jaramillo@kenblanchard.com

Motivation: What’s Yours?

I was asked a question today: “What motivates you?”

I immediately thought about context: Motivations for work-related tasks? For my own personal goals? And then I thought about life in general. What motivates me to get up every day?

1

This is such a powerful question. The answer says so much about who you are as a person. Whether you are internally or externally motivated, and your reasoning for why you are motivated in that way can shed light on your values and morals. Even how you frame the answer conveys what you find most important in your life.

And yet, despite the wealth of information this simple question could provide, many leaders don’t ask this of themselves and of their direct reports. Leaders can uncover why they’ve become leaders and what strengths and weaknesses they possess. They can also discover how engaged their workforce is and how to better inspire their employees.

So go ask yourself and those around you, “What motivates you?”

motivation

Image Credit: 1 | 2

1 Secret of High Performing Teams

We’ve started doing this accountability group around the office and it seems to be working. Recently, the boss man had this idea that if we put up our goals for everyone to see and kept each other in check for a 30-day challenge, the added accountability would help us stay committed tPic Calorieo reach our goal. Our goal was to start with 10 pushups at the beginning of the month and increase that number by 1 every day. As a result, we decided to continue this trend, and now we are participating in a daily calorie challenge where we log our meals and maintain a certain caloric intake. As you can see, so far so good and we have included 4 cheat days as good measure. I’ll probably eat a whole bucket of churros on my first cheat day.

Taking this concept past a simple pushup or calorie contest, in my own experience and what much of the research has to say is this:

  • In the weakest teams, there is no accountability
  • In mediocre teams, bosses are the source of accountability
  • In high performance teams, peers manage the vast majority of performance problems with one another

If you are on the first two teams, look for a trade or try to resolve the problem. None of these options are really that easy, but the latter option is probably the most feasible. Here’s what you need to know about accountability. Don’t be scared of it. If accountability is seen as negative and punitive in the office, do what you can to change that perspective for everyone. Put up a challenge for the various task goals that everyone has and create accountability for one another.

Here’s a distinction that you need to be aware of: there is a critical difference between “holding someone accountable” and “creating accountability” in your team. The first creates a culture of fear and brings potentially significant, negative connotations and impact. The second allows the team to be mutually invested in the success of oneself and others. Decide for yourself what environment you want to create in your office and see what outcomes you get as a result.

Gus is a Learning and Performance Professional at the Ken Blanchard Companies and is currently finishing his PhD in I/O Psychology. He can be reached at gus.jaramillo@kenblanchard.com

Follow

Get every new post delivered to your Inbox.

Join 7,531 other followers

%d bloggers like this: