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26 Aug 2015
Sticky Post By Posted in Customer Service Articles Permalink

What If You Thought Like The Customer?

Sticky Post By On August 26, 2015

LEAKING AND STICKING
We recently moved into a beautiful brand new apartment. Unfortunately we noticed two issues right away.
THE WASHING MACHINED LEAKED
The first time we used the washing machine it leaked. The maintenance person that came up looked at the leaking water and said,
“What should I do about that? I don’t know how to fix a washing machine. I’ll have to talk to my manager and will get back to you.”
That happened Tuesday.  We didn’t hear back AT ALL from them until the following week.  By the time everything was settled it took 4 weeks to repair.  The only time we heard from them was when I called. When they couldn’t tell by when it would be finished, I asked if what we should do about washing our clothes in the meantime.  The answer – “Bring your clothes to a laundry mat”
THE TOP DRAWER ON THE DISHWASHER STUCK SO MUCH YOU HAD TO FORCE IT CLOSED.
The dishwasher rack was something we pointed out the first day.  It took about 4 months for them to finally replace it.  When the technician came up to do it he told us – “We should have replaced this the day you pointed it out.  It is faulty”
 
Neither of these is life threatening, but they are annoying.  They are the kind of thing that will get a company a bad review on Yelp and can sink its reputation if it happens repeatedly.
 
But what if the maintenance folks actually thought about the issues they had to deal as if they were the renters.  What if they thought about the problem from the perspective of a customer?  What would they need to do differently?
 
BE EMPATHETIC

Think about how it would feel if the same issue was happening to you. You would want to be treated like an adult.  You would want to know that the person trying to help you wasn’t annoyed by your problems.
 
Most importantly, you would want your questions answered without attitude.   It may have been true that we had to take our clothes to a laundry mat.  But, it could have been said a little differently or alternatives could have been offered (maybe free usage of the building’s laundry service) or explored.
 

“No matter what procedures, processes, people or tools you put in place, empathy — the ability to identify with and understand somebody else’s feelings or difficulties — is a quality without which superior customer service simply can’t exist.” – Michael Hess
 
If you are uncaring in how you deal with a customer you can be sure that they will find other place to get their services.
 
FOLLOW UP

 Even if you don’t have the answer to a question or solution to an issue, make sure the customer knows you are working on it.  There is nothing more annoying than being the black hole of “what are they doing with my problem”
 
Imagine if it was your issue or question.  If you were paying someone to solve a problem, wouldn’t you want to know what the progress was?  Yes, yes you would.
 
Don’t wait for the customer to follow up with you.  Make it a point to be proactive and contact the customer to let them know the progress.  It will incentivize you to have something to tell them.
 

“Customer service starts the moment you have your first contact with a customer and theoretically never ends.” – Ken Mueller
 
If you don’t make sure that they customer knows what has developed/transpired on their issue they will assume nothing is happening.  Then instead of just dealing with a customer with an issue, you’ll be dealing with an irate customer with an issue.
 
ACT QUICKLY

Nothing is worse than long waits to solve problems or deal with issues.  Don’t make customers wait.    Recently there was a study done by UK Institute of Customer Service for software companies.  They proved that waiting a day doubles the cost of resolving a customer issue.
 

“research by the UK Institute of Customer Service shows that the approximate cost of resolving a customer issue within 24 hours is $4.70. But waiting just one more day causes that cost to skyrocket to approximately $7.80″. – Andrew Gori
 
Not in the computer software industry?  So what.  The longer you wait to solve issues the more likely that the issue will get worse and/or the customer will:
 
•  Will find additional things wrong
• Go somewhere else for their business
• Make sure everyone knows how rotten your company is
 
None of these are great alternatives.  The faster that an issue can be resolved the better.  If the problem was in your house or on your car, you would solve it as quickly as humanly possible.  Treat customers like you want to be treated!
 
Focus on solving customer issue quickly.  If you don’t, it is both a great way to lose customers and a great way to waste a lot of money.
 
What is your organization doing to think about issues and problems though the eyes of the customer?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Facilitation Articles Permalink

Waiting Is The Hardest Part

Sticky Post By On August 26, 2015

As a consultant I do a lot of pitches and client presentations. The most gut wrenching time is not during the presentation but the few minutes before it starts.

What can you do to make sure that those last few minutes are not spent in a panic?  Here are three tips I learned hat have helped tremendously.
 
BE REALLY PREPARED.
 
Yes, it’s true. There is nothing better to get past the jitters than knowing

• What you are going to say,
• Potential questions,
• What your competitors might say
• A LOT about the company you are presenting to.
 
Sounds like a no brainier, but somehow I still see people fumbling around as if the first time they’ve seen the presentation is right before presentation time.
 
That means you have to be done with your presentation way ahead of time. Get it done at least a day early so you can print and relax
 
AMP UP
 
This one sounded silly to me when I first heard it but it worlds. Practice power poses before you present. There is a killer TED talk that gives the science behind it. Trust me, if you feel powerful you will be!
 

“Don’t fake it until you make it, fake it until you become it”  – Amy Cuddy
 
START THE PRESENTATION WITH QUESTIONS.
 
Yes, it’s another oldie but goodie. But it works. Nothing gets your mind at ease more than someone else talking.  It also helps you alter the presentation based on the answers. Sometimes, like in a presentation I did today, you might need to abandon your prepared remarks entirely!  Hence the reason to be prepared!!!!!!
 
Have a handful of questions to get the dialogue started. And don’t you dare start with “how’s the weather” or “how about those Cubs” type of nonsense.
 
Two things.
 
1. If you are a Cubs fan, admitting it is not smart (sorry I’m a White Sox fan).
2. Your questions should open up conversation, give you insight and show you are prepared. Asking questions gets you information but also tells a lot about you. There are no dumb questions but there are dumb times to ask them.
 
What do you do to be calm and ready to deliver presentations?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Leadership Articles Permalink

You Fail

Sticky Post By On August 26, 2015

There is no doubt you will fail if:

• You don’t do anything that pushes you out of your comfort zone
• You give up before the project, fight or song is over
• You don’t give it your very best effort
• You don’t take risks
• You keep saying someday I will, one day I’ll and that day never comes
• You wait until the perfect moment
• You never try at all.
 
Life is not about if you will fail, but when.  Life is not about avoiding failure; it is about what kind of person will you be when it happens.
 
No great person has ever gone through life without failure. Failure shapes, prepares and hones.
 
If in the end you have never failed, than it is likely you have never really lived.
 
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Leadership Articles, Organizational Change Articles Permalink

Why Solve A Problem When You Can Slay It!

Sticky Post By On August 26, 2015

Are there problems that occur in your organization that seem to never get fully resolved?  Even when “solved” they keep coming back like bad fruitcake or an unwanted relative?  Maybe its time to put those issues out of their misery and slay them for good.
 
WHY DO PROBLEMS LINGER?

Why do these that problems/issues linger?
 
Once a solution is identified the emphasis on it ends.  It is as if just by finding the solution the problem will go away. – Deming
 
But finding the solution is only half the battle.  
 
Slaying it will take determining the REAL reason it happens, developing solution, complete implementation AND follow up
 
DETERMINE WHY IT’S REALLY HAPPENING (ROOT CAUSE)

Want to slay a problem for good?  First the real reason, the underlying root cause, must be identified.  Until that is uncovered, only the symptoms of the real problem will be addressed.
 

A classic example of a case where you thought you were focusing on the true cause of a problem (seeking help to get relief for a stomach ache), but instead, your doctor ended up just fixing the symptoms (giving just a bunch of pills for the pain). Since only the symptoms were fixed, the root cause of the problem was never diagnosed. Thus, it still existed. – Temo Kiander
 
There is a technique in Six Sigma call the 5 Whys.  Although there are some other methods, this is the most straightforward and easy to use.
 
By repeatedly asking the question “Why” (five is a good rule of thumb), you can peel away the layers of symptoms which can lead to the root cause of a problem. Very often the ostensible reason for a problem will lead you to another question. Although this technique is called “5 Whys,” you may find that you will need to ask the question fewer or more times than five before you find the issue related to a problem.
 
A solution to slay an organizational issue can only be developed once the TRUE issue or problem is uncovered. 
 
NOW we can come up with a resolution…
 
BRING IN THE FOLKS THAT ARE IMPACTED BY THE ISSUE & HELP THEM DEVELOP A SOLUTION

The people impacted by an issue very often don’t have a hand in developing solutions.  How can there be buy-in if the people that have to live with the solution are not involved in developing it?  If the goal is to slay the problem for good, those impacted must be involved in creating the solution. 
 
There are literally thousands of methods to lead teams through solving problems.  When used properly, most of them are very effective.  The key is to involve those people causing, influencing of impacted by the issue.  As with any change initiative, involving the impacted ensures that they:
 
• Believe there is an issue in the first place
• Understand the cost of the issue/problem lingering
• Develop a solution that will work within the culture AND is feasible!
• Are willing to champion the solution
 
ALLOW THE PEOPLE IMPACTED TO IMPLEMENT THE SOLUTION

Autonomy, ownership, accountability, blueberry…. wait what?  Not giving the folks that developed the solution the responsibility and accountability to implement it is a recipe for disaster. It is one of the quickest ways to ensure that the solution will likely fail.
 
Empower and give autonomy, within reason and boundaries, to the employees that created the solution to implement it!  That might mean partnering them with a project manager or giving them some training.  But, that is small price to pay for eradicating the issue forever.
 

Being given responsibility without authority can breed a sense of helplessness, frustration, humiliation and despair, but never a sense empowerment.”- JJ Tuan
 
LET PEOPLE KNOW THE PROBLEM IS SOLVED!

Launching or implementing the solution is not the end of the issue, it’s the beginning.  Once the solution is implemented is vital to continue communicating about

• What has changed
• Why things are better
• Specific examples of what has improved
• Recognizing people’s efforts and accomplishments
 
Remember not to use buzzwords or jargon.  Constant communication reminds people that there is still emphasis on the problem/solution.
 
DON’T FORGET TO FOLLOW UP.

The solution that is implemented is rarely perfect.  Yes, it’s true.  Perfection is not the goal, slaying the problem is!  Make sure that the solution and current situation are reviewed at regular intervals.  This way there can be course corrections when issues are noticed or the intended result is not reached.  The only way to ensure the problem/issue does not return with a vengeance is constant vigilance.
 
The most effective way to increase the ability to innovate and be creative is stop lingering issues/problems dead in their tracks.
 
What are you doing to slay your organization’s problems?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Facilitation Articles, Instructional Design Articles, Organizational Change Articles Permalink

Not All Of Us Can Be Presentation Picassos

Sticky Post By On August 26, 2015

Many of us know someone that can put together outstanding presentations in almost no time.  They whip them together like Gordon Ramsey making a delicious meal or Picasso painting a masterpiece. For most of us (at least for me), creating compelling presentations takes some serious thought and lots of preparation.  One of the best tools I’ve found to jumpstart the process and develop convincing content is an app called Haiku Deck.
 
HA-WHO?
 
Haiku Deck can be on the Apple Apps store (sorry Android users, I’m sure they are working on one).  It is an awesome tool that builds presentations though pictures.  The concept is really simple.  Once a theme is picked, simply type in a word or phrase and Haiku Deck will provide a series of pictures that represent it.
 
• Want to show change – show the metamorphosis of a caterpillar into butterfly
• Want to show adaptability – show a chameleon changing colors
 
There a many pictures available in the free version and even more in the inexpensive paid version.  It is a powerful tool to develop storyboard for a presentation that filled in with charts or other details as needed.
 
WHY PICTURES?
 
According to John Medina’s best selling (and overall awesome book) Brain Rules, building a presentation using pictures follows two key rules of the brain:
 
• People don’t remember boring things
• Vision trumps all other senses

Pictures are quickly “lodged” (not a scientific term) into memory and easily recalled.  Pictures help to link your ideas in the presentation to solutions or concepts that the potential client will remember as yours.  Telling a story with pictures is what the brain wants! Your audience is doing while you are talking anyway. Presenting like this just helps things along.
 
WHAT ABOUT ALL MY DATA, FACTS, FIGURES AND BULLET POINTS?!!??!??!?
 
The quick answer is, don’t worry about them.  More often than not, the potential client isn’t really going to read what you have on the slide.  They are looking to see
 
• Do you know what you are talking about?
• Are you a good fit culturally?
• Will you make them look good?

If you have to deliver data and figures, make sure you have them.  But in most cases, all those extraneous words on the page will distract from YOU.  That is  the magic and genius of Haiku Deck.  The app doesn’t allow for a lot of text, so you HAVE to know your stuff.  You want the audience to listen to you and not read ahead anyway, right?
 
Therefore, you will need to voice over details and create a leave behind rich with data.  Make sure that the leave behind has the some of the picture used in the presentation to cement the link.
 
If you are like me and aren’t a virtuoso of presentations, leverage Haiku Deck to build a compelling story that uses the most powerful sense to lock your ideas into the audience’s memory!
 
What programs do you use to improve your presentations?  Please let me know!!!

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Instructional Design Articles, Leadership Articles, Organizational Change Articles Permalink

Are You A Sourpuss At Work?

Sticky Post By On August 26, 2015

One of the most interesting phenomenons at organizations is the lack of smiles, laughter and overall good humor.  Why is that? What is it about our work lives that makes us stodgy and humorless?
 
At my very first client  meeting as a consultant, the tenor was decidedly somber.  Even though the topic of the meeting was good news, everyone was very serious.  Although I thought it a bit strange I chalked it up to that group. After almost 20 years, I have noticed that the somber and serious nature is more the rule than the exception.

Over the years I’ve conducted a very unscientific study and concluded at work we suffer from the “Sourpuss Syndrome”.  Below are the primary reasons and remedies for it.

SOURPUSS MYTH 1 – WHEN YOU ARE A LEADER YOU’RE SUPPOSED TO BE SERIOUS

Reason – We have been told that being serious equates to being an adult.  Teachers were serious, parents were serious and therefore authority figures should be too.  If you are not, then how can someone take you seriously as a leader?
 

Perhaps I’m particularly serious, because I’m not unaware of the potential absurdity of what I’m doing. – Daniel Day-Lewis
 
But, being a leader (and a member of a team) actually requires having a sense of humor.
 
The vast majority of the successful CEO certainly do [have a sense of humor]. I’m not sure why that is, but I suspect it has something to do with a combination of enjoying life, loving what you do for a living, and not taking yourself too seriously. – Steven Tobak (please read his blog, it’s awesome)
 
Remedy – Use humor appropriately and laugh at things that are funny.  Yes, laugh.  Humor is a powerful thing.
 
humor is one of the things associated with a positive effect, which increases not only productivity, but also the ability to communicate well with the boss, co-workers, and customers. It also enhances the degree to which you feel bonded, cohesive, and part of the group in the workplace, –  Persis Swift
 
In the end, it helps people understand each other’s commonalities.  In effect it brings people together.  Don’t be offensive or tell jokes at other’s expense.  But, please stop taking yourself and what you do so seriously.  People don’t trust leaders that can’t laugh, especially at themselves.
 
SOURPUSS MYTH 2 – LAUGHING MEANS THERE IS NOT WORKING GOING ON

Reason – Remember when we were kids?  Teachers and parents used to scold us about laughter. They would say, “If you are laughing than you can’t be working”.  The problem is that we believed them.  We stopped laughing and started concentrating really hard.  But what if all that concentrating actually hindered out abilities to be as innovative.  Stifling laughter made meetings  dreadful and work boring.
 
Remedy – Laugh more freely, more often and with gusto!
Okay, don’t laugh at everything.  Use common sense.  Cruelty is never funny.  But laughter actually makes more oxygen available to the brain.  It can increase the level of productivity

Laughter can create a productive and healthy work environment– Chris Robert, Professor at University of Missouri-Columbia
 
And, if that weren’t enough, it can dramatically reduce the amount of stress at work.

Research conducted in 2002 for an industry-wide study of 2,500 employees found that 93% believed laughter on the job helped them to reduce work-related stress. – Siobhan Hammond
 
So, if you laugh you will be more productive and less stressed.  Do you need more reasons to laugh a little?
 
SOURPUSS MYTH 3 – WE AREN’T SUPPOSED TO HAVE FUN AT WORK

Reason –  Work is work.   Growing up many children see their parent go off to jobs that they absolutely detest.  Some with good reason.  But, most seem to believe that the definition of work is –
 ”The thing you have to do in order to pay for the things you want to do”.
Merriam Webster defines work as “Activity involving mental or physical effort done in order to achieve a purpose or result.” There isn’t anything in there about it being miserable or drudgery.  That is what we add to it.
 
Remedy – Put your all into your work and enjoy it.  Research how to be more effective.  Create new ways of doing your job. If you are a leader, encourage this.  
 

There is good evidence that if you allow employees to engage in something they want to do, (which) is playful, there are better outcomes in terms of productivity and motivation.”- Dr. Stuart Brown, founder of the National Institute for Play
 
The truth is, no one likes a sourpuss.  No one wants to work with someone that stifles humor.  In the end, it makes you and the team you lead/work with less productive.  Stop being so serious, laugh a little and have fun at work.

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Leadership Articles, Organizational Change Articles Permalink

Goals Unachieved

Sticky Post By On August 26, 2015

YOU KNOW THAT YOU WON’T REACH YOUR GOAL

• If you don’t set them
• If you try to do the impossible
• If you’re not committed to it
• If they don’t inspire you
• If they aren’t flexible to bend to the obstacles, challenges and realities of life
• If you write them down but never act on them
• If working on them means you sacrifice your health, family and other important areas of your life.

SCIENCE TELL US

• Difficult goals lead to higher performance
• Specific goals lead to higher performance
 
THE BOTTOM LINE

People who set goals tend to be more successful, fulfilled and engaged in life.
 
What goals do you have?  What are you doing to set and reach your goals this year?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.
 

26 Aug 2015
Sticky Post By Posted in Leadership Articles Permalink

Thanks Mr. Mugger

Sticky Post By On August 26, 2015

(Powerful leadership lessons are found  everywhere.  In a sporadic series of blogs, I am going to explore the people that taught me those lessons.  Some will be expected, others may not. Thanks for reading!)
 
Although it was a day I would not want to wish on anyone, I’m glad that it happened to me. The lessons it taught me about leadership still influence.

Summer 1994.  I was racing to find a parking spot because I was running late for a meeting. Again. Found an open spot under the “L” tracks between two cars much nicer than mine.  But then, that wasn’t hard since mine was a bright turquoise Pontiac Sunbird with a horrible orange pinstripe.  It was cheap and I was broke.
 
I pulled into the spot and finished my last minute prep. Tied my tie, slicked back my hat head and grabbed everything off my back seat to throw in the trunk.  It was my last minute ritual.  I was frantic and late, but still needed to make sure my stuff was locked in my trunk. As I was putting my prized possessions away I noticed a man walking by my car.  He was watching me.  But, I looked like chicken running around with its head cut off.  People starred when I was doing my frantic “I’m late and need to get ready” dance.  I didn’t think anything of it.
 
Finally done, I closed my trunk and picked up my briefcase to run to my meeting.  As I walked around my car towards the sidewalk I heard footsteps behind me.  Before I could turn around I felt an arm around my throat.  It was huge. Breathing was getting hard.  It was pulling me under the tracks. I grabbed on to a girder and held on for dear life.  As I wrapped my arms tighter around the girder I felt something sharp against my throat and heard a voice say, ” You feel that. No give me all you got”
 
Being a broke recently graduated college student, I didn’t have much.  But after a little pain, I gave it all away.  Watch from my father, ring from my uncle, necklace from a friend and all the money I had.  Luckily he didn’t take my car.  He did take a big piece of my pride.  In return he taught me a few lessons that I still carry with me today
 
1. Be prepared – No matter what you are doing, be prepared. Leave enough time to get things done properly. Most mistakes come from our lack of preparation and not thinking through possible scenarios.  I could have picked a different place to park if I had prepared a little better.  If I was completely ready for my meeting, I would have avoided being where I was.  My stuff would’ve been put away already. Leaders need to be prepared.  Of course you can’t be prepared for every instance, but knowing what you want to happen is a great place to start.  People want their leaders to know where they want to go.
 
2. Pay attention to your surroundings – Don’t be so oblivious to your surroundings that you miss things.  Watch carefully.  Look for cues that may give you insight.  It is vitally important that you look at non-verbals to help you assess what people’s motives are.  I should have seen my mugger watching me, but I was oblivious to him. Now I take in my surroundings and watch for what people are not saying to help me decide how to react.  Leaders have to master their surroundings, physical and virtual. Leaders can see who they need to influence, convince and avoid.  
 
3. Don’t be frantic – When push comes to shove, don’t panic.  When you are rushed and frantic, you are libel to miss things and get sloppy.  Take it easy and be calm.  If you are calm, the people around you will be calm.  More importantly you can think more clearly.  Your decisions are better and the outcomes are too. Take a deep breath and relax.  People want leaders that aren’t spooked at every turn.  They don’t want a robot, but being calm under pressure is a key leadership characteristic
 
I’m more vigilant and safer now because of that man. I am a better consultant and leader because of him too. Although I wish I had that watch back, I’m grateful for the lessons.
 
Where have you learned unexpected leadership lessons?

Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Leadership Articles Permalink

Why Don’t Students Learn About Teamwork In School?

Sticky Post By On August 26, 2015

Is the hyper competitive nature of education hindering team success?  For the most part, education is (and has been for some time) an individual endeavor.  The emphasis is put on individual test scores, presentations, papers, etc.  Every so often, there are group projects.
 
Generally, these are not graded on how well people worked together, just on the end result.  
 
My daughter loathed working on group projects.  Not because she didn’t like people. Each “group project” had a common theme.

1. The group would be randomly assigned.
2. One person would do most of the work,
3. One person would do some and
4. The rest let that happen.
5. There was always one person that actively did nothing.
 
When my daughter would go to the teacher to complain, the teacher would tell her:

• Just talk to them
• Work it out as a team
• That’s part of being on a team
• It’s important that you figure this out
 
THE PROBLEM WAS THAT NO ONE EVER TAUGHT THE GROUP HOW TO ACT AS A TEAM.

But why?  Is there any job that is done in isolation anymore? Can anything really get done that isn’t completed by a team?  Teachers don’t talk about HOW to work as a team. Unfortunately, its not something we just know how to do!
 
BUT WHY SHOULD WE LEARN ABOUT HOW TO WORK IN TEAMS? ARE TEAMS IMPORTANT?

Simply put, teams improve organizational effectiveness.
 
“No organization can function without teams. Even a sole practitioner, with the exception of a hermit on a desert on a desert island, is dependent on a network of collaborative relationships…Just as mortar binds bricks together on a wall, teams are the mortar that hold organizations together. The whole point of an organization is to is to create value by collaborating collectively” Peter Honey, Teams and Teamwork
 
SO WHAT IF WE DON’T KNOW HOW TO WORK IN TEAMS! WHAT IS THIS COSTING US?

If almost everything that is accomplished in organizations is done through/by teams, not teaching our children about how to work in teams effectively is exceptionally detrimental to the health of all organizations.
 

“ineffective teamwork tends to snowball. What starts out as weak performance will eventually balloon into chaos. This translates into higher financial costs, loss of customers, and an eventual loss of employees who could have been valuable assets”- Matthew J. Geiger
 
OKAY, WORKING EFFECTIVELY ON TEAMS IS IMPORTANT. WHAT CAN WE DO?

1. Make sure teachers know how to educate/train students on the fundamentals of teamwork.  Let’s start with a definition to help all of us.

There are hundreds of definitions and acronyms trying to define what teams are.  But one of the best I’ve heard lately was from a recent LinkedIn question:

A team is a group of people working together towards a common goal. 
It is NOT a group of people just working on seperate projects in close proximity to each other (A common occurrence) – Noam Kaiser

AND
 

A group of professionals, each with his/hers unique forte complementing that of the other, all focusing on securing joint goals rather than on who gets the credit. – Scott Messinger
 
2. Institute team development as a part of new employee orientation programs, with discussions like

◦ What does it mean to be a team member
◦ How to be an effective member of a team
◦ What does it take to lead a team
 

3. Shift the focus from individual to team recognition

Teamwork is rewarded and recognized. The lone ranger, even if she is an excellent producer, is valued less than the person who achieves results with others in teamwork. Compensation, bonuses, and rewards depend on collaborative practices as much as individual contribution and achievement.-  Susan M. Heathfield
 
4. Talk to our children about teamwork at home.

a. Make sure we are taking the time to share the importance of teams.
b. Discuss how to work well on teams
c. Watch movies about teams with your children – (Please check out the site that lists these movies for some other killer blogs on teams and teamwork)
▪ Miracle
▪ Remember the Titans
▪ Invictus
 
There are probably many other options or ideas that can be developed.  But, the point is, working on teams is an essential skill that we all need to improve.  It starts with our children, but carries on into adulthood.
 
What else can we do to ensure children are learning about teams in school?  
 
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

26 Aug 2015
Sticky Post By Posted in Change Management Articles, Leadership Articles, Organizational Change Articles Permalink

Is Employee Engagement The Dust Covered Treadmill Of Corporations?

Sticky Post By On August 26, 2015

There are 100s of employee engagement surveys and consulting firms out there. Yet the rate of engagement is the lowest it’s been in decades.
 

Globally, nearly two-thirds (65%) of the more than 32,000 full-time workers participating in our study are not highly engaged. Towers Watson 2012 Workforce Study
 
The majority of American workers across the board are not engaged in their jobs; more than two thirds of workers or 71% are not engaged in their current positions. Gallup Employee Poll 2013

WHY? ARE WE WORSE GETTING WORSE AT CREATING ENGAGING WORK ENVIRONMENTS OR JUST BETTER AT MEASURING IT?

Probably both. It stands to reason that that the more something is measured or tested for (see Cancer) it’s occurrence tends to increase.  The problem is that this is a two or three year trend.  Maybe there is something else behind the downward trend.  From my (not so objective) perspective it has a lot  to do with how companies utilize engagement.
 
It’s as if  engagement is the New Years resolution to lose weight in the corporate world. In the beginning its exciting and well intentioned. Everyone is on board. Energy is high.  Until the realization hits that it’ll take some work to get in shape!  Then, all of a sudden, people “don’t have time for engagement”.   What can we do about this unfortunate trend?
 
MAKE THE GOAL OF ENGAGEMENT TO IMPACT BUSINESS RESULTS –
 
Yes, its nice to have engaged employees.  But, what are they engaged in?  Why are they happy?  Link engagement to improving the metrics that are important to the business!  If your goal for engagement is to “have more engaged employees” you can be sure its doomed to failure. Tie engagement to operational goals that are tangible and measurable.  They will likely be taken seriously then.
 
MAKE EVERYONE ACCOUNTABLE FOR ENGAGEMENT –
 
Engagement is everyone’s concern.  Work is much like a relationship.  Each party is responsible for the overall success.
 
• The organization – Must create an environment where engagement is vital.  That means tying engagement to organizational goals.
◦ Weaving engagement into communication, training, etc
◦ Making engagement part of leadership competencies
◦ Touting engagement in annual reports, etc.
• Leaders/Managers
◦ Make engagement part of their responsibilities
◦ Weave engagement into all leadership training
◦ Hold leaders accountable for great and horrible engagement
• Employees – Yes, employees are responsible for their own AND their team’s engagement. It can’t be that employees sit back and say – Make me engaged.  They have to take action and own their own engagement.
◦ Give them accountability AND authority to improve their own and their team’s engagement
◦ Make engagement part of their responsibilities
 
BE TRANSPARENT ABOUT RESULTS AND PROGRESS –
 
It is VITAL that engagement results and progress are communicated regularly as quickly as possible.
 
• Announce results within days or up to two business weeks from completion of the survey
• Make sure the results contain the good, the bad AND the ugly
• Regularly update employees about the progress of engagement
◦ What new programs are being implemented as a result of engagement input
◦ How engagement has impacted the business results
 
DON’T FOCUS ON THE SURVEY OR TOOLS –
 
It is important that the survey used has questions that are actionable and there are tools to support working on engagement throughout the year.  However, the focus of the engagement effort should NOT be on the survey.
 
• It’s not about having 100% participation
• It is not about focusing on “completing action plans”
 
Don’t get caught up believing the mechanics of the survey or survey process will make the organization engaged. That is like saying the best treadmill will magically make you thin and healthy.  It won’t. The treadmill is a tool that can be used to start a healthy lifestyle.  But the treadmill alone won’t make you healthy. You have to eat well, make healthy choices, stop sitting on the couch, etc.
 
Therein lies the rub. Both treadmill and engagement survey can either be symbols.  The treadmill can be a symbol of:
 
• Dedication to your health and well being. The tool that started your journey to a “new you”  OR
• Another gimmick to be thin and a great place to dry delicate clothes
 
The engagement survey can be a symbol of:
 
• The organization’s dedication to creating an engaged workplace and workforce
• Lip service to show people that the organization cares
 
 
Which one will move the organization towards high performance?
 
Anil Saxena is the President of Cube 2.14, an organizational development consulting firm that works with clients to increase both customer and employee engagement while decreasing turnover, improving customer retention, and increasing profitability within organizations.

Saxena is a certified High Impact coach and trainer and a Joint Application Design facilitator. He is also certified by both Rush Systems and IBM as a focus group facilitator. He is an inaugural member of Northwestern University’s Learning and Organizational Change program, and he earned his bachelor’s degree in mechanical engineering from the Illinois Institute of Technology.

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