Archive for the ‘Employee Workshops’ Category

Understanding Assertive behaviour

Friday, March 25th, 2011


Aggressive: - Putting your rights and needs before others

Passive: - Allowing others rights and needs before yours

Assertive:-To respect the personal rights and needs of others whilst maintaining your own rights and needs in a reasonable and responsible manner

A key to a successful customer service training workshop is that delegates understand the definition of Assertive behaviour, which is often confused with aggressive but you can see from the above definitions that they are very different. The key element is the ability to understand someone else’s rights and needs first and if you need to defuse someone else’s aggressive behaviour this makes complete sense. The reason it can be challenging is that our natural behaviours are either passive or aggressive and invoke our fight or flight responses. Our ancestors needed these responses to ensure survival, if you were walking through a meadow and a huge hairy mammoth came charging towards you your choice would either be to run and hide (flight/passive) or stand and fight (fight/aggressive) you would definitely not try and listen and reason with a charging mammoth. We still experience these reactions in our modern world even though we don’t have hairy mammoths to contend with, when we are in a situation where the customer is angry and aggressive our body will react to it because it is a stressful situation. This means we physically prepare for an urgent response to threat, this results in increased adrenalin going to the front part of our brain. Our bodies are getting ready for the extreme physical exertion of either fighting or running for our lives. If we don’t actually need to do this the adrenalin can make us feel very uncomfortable and affect our behaviour.

Fight/flight response:-what is happening to me?

· A rise in temperature, feeling flushed, even breaking out in a sweat,

· Breathlessness

· The heart beating faster/palpitations

· Muscle tension and shaking

· Restlessness and fidgeting

· Swallowing from increases in saliva

These reactions result in our natural judgement being suspended because the fight and flight responses are all about action and that’s what we are preparing for. This means we are more impulsive, we have racing thoughts and it can lead us to behave aggressively in a way we may totally regret later, or we can retreat and avoid taking any responsibility. All in all none of this is helpful when dealing with angry and upset customers, of course they are also reacting from the same set of responses and this can give us some clues on how to deal with them if we can keep our own behaviour in check.

What is your default position?

Before we look at ways to minimise the effect of these physical responses it’s a good idea to have an understanding of which behaviour you are mostly likely to adopt, aggressive or passive. This can then help you to be aware of what you are doing and adopt strategies to push through the behaviours.

To find out what your default position is likely to be why not drop me an email and I will send you a free questionnaire with instructions and scoring sheet to help discover it.peter@soldout-trainers.com

3 Time Management Tips

Monday, January 5th, 2009

One thing that many people mention when asked what might be a personal development goal they wish to work on, is better time management. Time management is tricky, we can’t change how many hours there are in the day, so we have to use our skills to work more efficiently and effectively within those constraints.

Let’s look at three ideas that are practicable to help you become more efficient with your time.

1. Training
Many organisations offer courses which can help you set personal time management goals by teaching you a series of detailed tools and techniques.

2. Track your time
If you want to improve your use of time, you have to know how it is being spent to begin with. Implement an activity tracking system which will tell you how much time you spend on doing certain types of categorised activities. Once you know where you are, you can better identify where you’d like to be.

3. Communication Control
Be more selective and judicious when it comes to responding to incoming communication. Many have the bad habit of making themselves available to receive and answer emails and telephone calls as they come in. Often many hours a week are spent with disruptive or unimportant calls or emails which won’t help you achieve much more important goals.

Don’t Bother Having Meetings

Friday, December 26th, 2008

It seems to some that much of management’s time is spent in meetings. Meeting for this and that seems to be a popular management activity. Organisations tend to perceive management meetings as vital for everyone to get together and talk. But how much productivity occurs during and as a result of these meetings? Some regard meetings as a waste of valuable time and that they do very little for the personal development of the individual or the company.

Meetings lack focus:
People flutter around from topic to topic. People’s personal and political agendas come into play, and everybody wants their ‘air time’. A meeting quickly descends into a melting pot of comments, ideas and opinions, with little consideration to overall strategy and goals.

People may as well not turn up:
Most attendees to meetings are completely unprepared for them: they’ve not bothered to read the agenda (if there is one); they don’t have the information with them they need; and they’ve only scribbled some notes whilst watching TV, which will form the basis of their mini-presentation they’ve had weeks to think about.

Meetings are just a waste of time:
Think about your last couple of meetings. How much time was actually spent discussing and acting on valuable information and reaching useful decisions? – Less than 50% typically. If those hundreds of man hours a year were used to work on key goals and objectives, how much more money would your company make?

Rewarding your Employees

Thursday, December 25th, 2008

Employee motivation is a hot topic on many management training courses today. The skills and attributes that have led individuals to climb up the corporate ladder, are not necessarily the same skills and attributes needed to get the best out of their teams.

Some managers are afraid of actually rewarding their subordinates, rather than just not knowing how to go about it. All too often one their biggest psychological obstacles are that they worry that it has to involve money, which senior management might disapprove of.

However, much research has been undertaken which suggests that in order for individuals to feel rewarded by their employees; they don’t necessarily have to receive a financial benefit. Here are some examples of ways in which you can reward your employees without giving them a pay rise:

• One to One verbal thanks. It’s amazing how far a sincere word of thanks or expression of gratitude can go in motivating people.

• Written thanks. Give some praise and positivity on paper – people value what is written, it feels real, and makes it formally genuine. (NB: e-mail doesn’t count!)

• Group thanks. Give praise in front of other colleagues or public. This is guaranteed to have a strong and long lasting motivational impact.

Feel Good with a Good Meeting

Wednesday, December 24th, 2008

We live in an informational and technological age. Teenagers are growing up texting, instant messaging and VOIP chatting with their siblings in the next room. We don’t go to book shops anymore, we shop at Amazon, and even that’s getting old hat. If it’s not blogged or Facebook’ed, nobody knows what’s going on in the terribly important minutiae of our lives. People do not interact with each other face to face anymore.

Thank the stars for the good old fashioned meeting - real people, meeting in a real place and discussing real things. Sure, the internet has revolutionised our lives; sure, it’s given us opportunities to share valuable data and keep in touch with each other; but it’s not a panacea.

Many of us will remember the hype about video conferencing and how it was going to revolutionise the way we do business. It was no longer going to be necessary to travel long distances and lose valuable time out of your schedule to meet in the same office.
Well in video conferencing terms the picture quality and camera technology is improving, the bandwidth is better than ever, the audio capability is sharp as a pin.

But still colleagues and potential business partners travel all across the country and across the globe to meet and greet. They press the flesh, they look into each others eyes and they get a sense of character. The old sales training course adage is that ‘people buy from people’. In meetings, people meet with people; it’s what makes us human.

Work / Life Balance

Monday, December 22nd, 2008

Any successful manager, entrepreneur or business person works hard. Workers in Great Britain put in an average of 1652 hours per year, compared to 1309 hours in The Netherlands, but less than the average of 1777 hours by workers in the United States (Source: OECD).

And it’s no wonder these figures are growing; as the thirst for a good standard of living and economic growth in difficult times increases, employees are putting more and more time into their work.

But where does that leave us in terms of our personal development outside of our employment? Having a suitable work / life balance ethic is not only healthy for the individual, but for their organisation and society a whole.

Some managers mistakenly presume that an employee that arrives for their contractual start time, and leaves promptly in the early evening are not as committed as those that come in to the office at the crack of dawn, and leave well into the dark night.

It’s important to look at the employee’s contribution to the organisation whilst they are working and consider that perhaps their personal/familial commitments or even personal preference in limiting their additional time in the office is to be respected. Employees should be challenged and judged by their results, not just their effort.

Healthy Values for a Work / Life Balance

Monday, December 22nd, 2008

Working long hours and spending little time outside of the office might be good for the company in the short term, but in the long term can have disastrous effects on stress levels, general health, relationships and ultimately productivity.

That’s why managers and employees alike should consider it an essential part of their personal development to seek a good work / life balance. Here are some thoughts that may help those seeking to put some time aside to get things into perspective:

Identify your values:
Consider what’s important in your life that you are not getting enough of. Think about the things you value but don’t experience enough of. This might be spending time with friends, family or your spouse. It could also mean putting some time back into the community and helping others in a way that will bring you non financial fulfilment.

Consider your health:
Stop and think about your level of fitness. Are you as fit now as you were a few years ago? This is not just a physical question, some investment in your psychological health is just as important as your cardio-vascular workout.

In general terms most people argue that they need to work long hours to earn more money. Yet anecdotal evidence suggests that uplifts in material wealth do not have a long term beneficial effect on one’s quality of life.

Four principles of a healthy organisation – Effective Planning

Monday, November 24th, 2008

Let’s look at four sound principles of a healthy organisation, starting with the first:

Effective Planning

In many small and or growing companies, the process of planning falls by the wayside. Too much time is spent dealing with the day to day juggles and challenges, and frankly, fire fighting. There is little congruence, no shared vision, and therefore no collective strength. The company ship is drifting like the QE II into a Solent sandbank.

As any worthy management training course will tell you, a business needs to have a clear set of goals, which accurately reflects what’s important to its success. These goals need to be disseminated throughout the organisation. When this occurs, it’s much more likely that managers and staff alike can act pro-actively, with clear prioritisation, and consideration of how they need to allocate their precious resources.

It’s therefore a key function of management (at different levels, depending on your organisation’s hierarchical structure) to develop these goals and begin planning ways in which they are going to meet them.

Has your company got, or is actively working on a long term business plan?
When was the last time, that schedules were arranged for key thinkers to review and formulate a planning strategy?

Planning is the core engine behind successful organisations. Remember the following (watershed friendly) version of an old phrase:

Paltry Poor Planning = Paltry Poor Performance

The Four Key Stages of Learning – an Introduction

Friday, November 14th, 2008

In a previous article (see Learning and Consciousness – a quick overview) we explored how the work of cognitive psychologist George Miller has shaped education in highlighting the way that the conscious and unconscious mind affects out ability and effectiveness to learn.

Having even a simple awareness of these processes can greatly improve your personal development in terms of new learning. Whether it’s in the field of management training, sales training, practising golf swings or even learning to drive a car, knowledge of the four key stages of learning will help.

The relationship between the conscious and unconscious mind in relation to learning, is one of the key principles in the practice of Neuro-Linguistic Programming (NLP), which will be focus the focus of several articles in the next few weeks.

To get back to learning, studies indicate that we consciously assimilate small chunks of information, which we gradually piece together over time. This information transforms our behaviour, which changes and grows as we add more and more pieces of information to the puzzle. Eventually, a plethora of information is transformed into a behavioural pattern that becomes both unconscious and habitual.

Thus, we can summarise Four Key Stages of Learning:

1 Unconscious Incompetence
2 Conscious Incompetence
3 Conscious Competence
4 Unconscious Competence

Recruitment: Moving towards tests

Wednesday, October 29th, 2008

A machine operator gets trained on the equipment and a sales person seeks self improvement from sales training. A manager’s job is less specific, and there are a plethora of subjects available to study on a management training course. One key area in which a manager should consider strengthening their abilities is in recruitment and selection.

In previous articles, the importance of moving towards a structured interview with behavioural and situational questions has been discussed. Now let us look at the concept of testing.

Psychological Tests
Typically you will need to seek the advice of a professional who can provide and interpret a test which will enable you to know which candidate best fits the profile you are seeking.

Team Exercises
With your shortlist of candidates (or perhaps involving current staff), set them a team oriented goal and observe, or have someone observe, each of the candidate’s behaviour and input. This is especially useful if you are appointing someone to work in a team environment; it will provide indicators as to which team role they will adopt (see articles on Belbin’s ‘Team Role Analysis’).

Work Sample Tests
It’s incredible how few organisations do this. Set each candidate a test or tests which directly relate to the job function they are likely to perform. For example, if you’re recruiting an I.T. engineer, create a simulated condition where they are expected to resolve a technical problem or problems.