Archive for February, 2009

Getting Management Training Right

Wednesday, February 18th, 2009

Management training could equally be called life training, as many of the skills it teaches are just as necessary for one’s everyday life as for one’s corporate life. Just as everybody is an individual and has their own weaknesses and strengths, there is no point in sending people on training courses of the ‘one size fits all’ types.

There are many things to consider before purchasing training. First of all, be sure you know what gaps you are attempting to fill. Does the whole organisation need training? If it does, does the message need to be presented differently for, say, members of the board and the catering department?

It may be that your plan of training would be to concentrate on the people at the very top of the organisation and look for the new knowledge and attitudes to trickle down through the business. Alternatively, you may feel that it would be best to concentrate on new employees.

Many management training companies will begin any work with you by carrying out an audit of staff attitudes and beliefs to see what lies behind any specific problems you hope to address. Once you have that information you should consider their recommendations and select the most urgent and important training package to suit your needs.

Monitoring Teams

Tuesday, February 17th, 2009

With managers under pressure to get better results despite resource cut backs, more and more attention is being given to team building and delegation – both hot topics on management training courses. Also, good teams are generally built on the back of an individual’s personal development, which must be invested in by management.

So, as a manager who has one or several teams performing important functions, what are some of the basic factors needed to ensure good monitoring and performance?

Frequent Review Meetings
Make sure you meet regularly, but not for the sake of it – make sure people know what they are expected to deliver, or how they are expected to contribute at each meeting.

Situation Reputation
It’s important to evaluate at each meeting with three questions; ‘where are we now?’, ‘where do we need to be?’ and ‘how can we get there?’ Remember, great teams should be collaborating with each other to find solutions, not expect answers from the top brass.

Skill Sets
Keep making sure that your team are fully equipped and supported to perform the tasks you have given. Again, this points back to their personal development. You can’t expect individuals or teams to perform well in an area in which they have little skills and experience.

The Need for Management Training

Tuesday, February 17th, 2009

Everybody is talking about the credit crunch, and in times of recession the training budget is often one of the first to be cut. This can be a recipe for disaster. For many companies, the biggest debit in their profit and loss account is the cost of staff. It therefore makes sense to maximise the value of the company’s biggest asset; its human resources. In no area is this truer than management training.

Many businesses use highly intelligent and qualified staff to provide their services to their customers. When these people perform well, they are promoted to managerial positions. This is despite the fact that they may have relatively little, or below par, interpersonal skills. How many times is a poor manager appointed on the grounds that they’re ‘brilliant’, but not necessarily very good with people?

It is vital that these managers are given the skills to ensure better communication and higher morale amongst their staff. Increased morale and communication skills ensure the knock on benefits so that all staff feels more confident and motivated. Teamwork becomes the norm. Productivity and staff retention are improved - staff will be more willing to step outside their comfort zones and go the extra mile for customers. This in turn increases the opportunities for greater profitability.

Top Tips for Listening Skills

Monday, February 16th, 2009

In a recent article, we discussed the importance of customer retention through effective handling of the customer complaints. We identified that strong active listening skills are important; indeed it’s often an area explored through role play on a quality customer service training course.

So what are the top tips for active listening skills?

Openness
It’s important to enter the dialogue with a positive mental attitude, which means focusing entirely on absorbing the important information. Leave out any pre-conceived notions.

Judgement
Resist making judgements too early in the conversation; be an information miner and don’t jump to any conclusions. Your goal is resolution, not making the client think the same way as you.

The Body
Make sure your body language is neutral and open. A huge proportion of our communication is delivered through our posture and gesture. Eye contact is probably the most important factor, but there are others.

Feedback
Although you don’t want to interrupt the speaker, give them physical verbal signs that you are listening and understand what they are saying.

Language
Listen out for key words or phrases from your speaker. By mirroring their language, you will increase their feeling of being empathised with.

Clarification
Do not be afraid to ask for clarification or for key points to be summarised. However, don’t put it in your words, with a spin on it – keep it simple, as they have presented it to you.

Three Key Steps in Complaint Handling

Monday, February 16th, 2009

Much has been discussed in recent articles about the necessity for your business to retain its regular clients. In tough economic times, companies simply cannot afford to lose any orders.

However, from time to time, there may be cause for complaint from customers. It’s how you handle the complaint that it just as important as the issue itself. If you deal with a complaint efficiently and effectively, you’ll keep their business.

Here are the top 3 things you should be thinking about in handling a customer complaint:

Step 1 – The Apology
Whatever you do, you must sincerely apologise to the client for the inconvenience or dissatisfaction they have suffered. This is the first step in diffusing any negative feelings.

Step 2 - Listening
Active listening skills are one of the most common areas of study on quality customer service training courses. It’s not as easy as it sounds – really take in what they are saying, without interjection, and ensuring you have understood everything fully.

Step 3 - Empathise
If you can’t offer genuine empathy, you shouldn’t be in customer service, and you won’t be able to handle the complaint effectively. This can be challenging, particularly when dealing with angry people. Stay relaxed, focused and empathetic.

The Customer is King

Sunday, February 15th, 2009

The glory days are over for many unfortunate businesses struggling with the current economic climate; orders are not flooding in. Thank goodness for the regular business you still get from your existing and loyal clients.

However, the market is now more competitive and rival companies are going to do everything they can to win over your client base. That’s why providing excellence in customer service and doing everything you can to retain your customer is vital.

Despite pressure to cut back on spending, business leaders should realise that they can never do enough to invest in the soft skills training and personal development of those responsible for customer service in the organisation. Employee workshops should be considered.

Leave no stone unturned; from reviewing the way you deal with client on first point of contact, to the delivery of the product or service, right through to the follow up value added customer care initiative – everything matters.

Make sure you measure as much as you can to ensure the customer is being treated in the best way possible. You should eradicate any possibility of customer dissatisfaction, and should it happen; a customer complaint should be handled with the care and attention of a rare fragile egg.

Cliches are often true – the Customer is King.

Delegation Delivers

Sunday, February 15th, 2009

In the grip of a recession and general doom and gloom, managers are feeling the pinch more than most, being expected to deliver better results with less resource. There is a general expectation that the top brass in many companies will be carefully reviewing their staff costs, and planning cuts where they can.

Not only would a quality management training course make you as a manager more valuable to a company and less expendable, it would also teach you the tools and skills required to become more productive and more efficient. This would not only apply to your personal development, but also in the way you manage your staff.

Particularly as the middle manager’s workload is likely to get another pile put on top of it, it’s never been more important to gets to grips with delegation. It’s simply crucial to discover ways to develop your team, and give them the responsibility and authority to make good things happen.

However, in these tough times, some managers will be tempted to take as much personal control as they can over as many areas as they can to make sure it ‘gets done right’. Not only is this is a short term approach, it also hinders your capacity as a manager to keep moving forward and meeting new challenges.

Delegation delivers. Learn to do it well and everyone will prosper.

Stop Procrastinating

Saturday, February 14th, 2009

Time management is a tricky topic that is explored on many management training courses, for it is an issue that just about everyone is concerned with. Many people, especially those that work from home, are self employed, or have a lot of freedom of choice in the work that they do, suffer from the evils of procrastination.

“Psychologists often cite procrastination as a mechanism for coping with the anxiety associated with starting or completing any task or decision. Psychology researchers also have three criteria they use to categorize procrastination. For behaviour to be classified as procrastination, it must be counterproductive, needless, and delaying.”

(source: Wikipedia)

Sound familiar? Well it’s time to ramp up your personal development and motivation. Here are a few ideas that might help to get you on track:

Rewards
Decide what reward you can give yourself after the completion of a difficult task. This could be as simple as your favourite cup of coffee, or that latest gadget you’ve had your eye on. Doing tough tasks or chunks of work is easier to do when you can imagine an immediate personal benefit to come from it.

State of Mind
This is where the pain/pleasure principle comes into play. A serial procrastinator will attach more pain to doing the task, than the pleasure of achieving it. Break this psychological pattern by really associating not doing the task with an unpleasant outcome, and imagine the sense of satisfaction and benefits you’ll get from completing it now.

Deadlines
Many procrastinators struggle because they haven’t set a deadline on a task. Decide when it needs to be done by, and make a commitment to yourself and to others that you’ll have it done by then. Schedule your time to make the deadline important and not flexible to much change.

Make the Most of Measurement

Saturday, February 14th, 2009

Much has been discussed in articles over the last few months about the critical need for a manager to establish a clear set of goals and objectives. However, we all also need to be reminded about the importance of measurement to ascertain your progress toward reaching that goal or objective.

Measurement means having a clear idea of your return on investment, and this doesn’t just involved financial data. This can also be related to the personal development of staff. You can measure all kinds of things, for example, after sending your key personnel on customer service or management training you should be able to measure it’s effectiveness with a good customer survey project or an ability to demonstrate manage skills.

So although measurement is a little stronger and easier to analyse when it’s quantitative results you’re after, measuring your success in terms of goals and targets can also be qualitative.

For a manager, once you get into the habit of measuring results, it enables you to experiment with tweaks or even step changes in your product/service mix. This means you have an objective method for making decisions, without having to rely on huge personal involvement to be able to make decisions - purely based on instinct rather than fact.

Good management means good measurement.

Moving Forward with Motivation

Friday, February 13th, 2009

If you listened to BBC Radio 4 recently, you might have heard a couple of business leaders commenting that in the current economic climate, a company’s biggest marketing tool is its staff. Apparently, there is an American shoe sales company who allow people to log onto the internet and read the ‘twitter’ chat of their staff talking about their company.

Some would say that the key to getting the best out of your staff is through encouraging and cultivating a culture of motivation. In fact, employee motivation is one of the key drivers behind a manager enrolling on good management training courses.

There’s no golden rule to achieving high staff motivation, but there are certainly an array of influential factors that can be learned and practiced to get the best out people.

There are value added benefits for a manager to get to grips with a motivation system; their job will be less stressful, without having to battle and push your subordinates. Plus, overall productivity and results are likely to improve, which in turn will reflect well on you.

Invest in the personal development and motivation of the people in your circle of influence and you’ll achieve a win-win outcome.