Archive for March, 2009

Good Management

Thursday, March 19th, 2009

There are many gurus offering all manner of magical solutions to dealing with the problems and pitfalls of management. However, beware of false prophets. There is no easy answer to most of the problems a manager encounters. However, good management training with a generous portion of common sense can help ensure that managers do not become overwhelmed and are able to retain a sense of perspective.

Many managers feel that as they are managers, they need to know everything, or at least, give that impression. Indeed this is what contributes to making management a very lonely business. However, the key to good management is not having all the answers; it’s knowing where to find the answers and acting upon them. Managers should ensure they know their colleagues particular areas of expertise. This is an area where mentoring, particularly for new managers, can be extremely helpful.

It is also worth remembering that just because you are a manager it doesn’t mean you should stop your own personal development. Unfortunately, many managers have never thought about this subject on their way to management and company cultures often consider this concept an expensive luxury. It is not. Find a good life/work balance and encourage your staff to do the same. Many people spend more time at work than at home (if you exclude sleeping) so make it a priority to enjoy your work.

Common Management Mistakes

Wednesday, March 18th, 2009

Effective management training courses need to change the mindset of the course delegates. You can have the most expensive course in the world, but if the delegates return to work and continue behaving as they did, then the course was a waste of time and money. There are many areas of management where problems arise. Indeed, these things are so common that you wonder whether they are simply human nature. Here are some of them.

Many managers work on the assumption that ‘no news is good news’. Their logic seems to be that as they haven’t had any complaints, everything must be okay. They should always be looking at the most effective way to measure their results and ensure that staff are being monitored and receive meaningful feedback. One way of looking at their department would be to undertake a SWOT (strengths, weaknesses, opportunities and threats) analysis. This is just one of many such systems which are widely available.

All managers can fall into the trap of being parochial. Always looking out for their own department and how it looks, rather than ensuring that they work with other managers as a team. A manager’s first concern should always be the health, financial or otherwise, of the business going forward.

Cold Calling Without Scripts

Wednesday, March 18th, 2009

Whilst many sales training courses will emphasise the need for good sales scripts, actually the most important factor in cold sales calling is the sales person. Even if you are using a purely script based method, you need someone who sounds enthusiastic and warm on the telephone. They also need to understand your business and have a great sense of humour so that when the respondents take them off script, they can follow and then effortlessly guide the conversation back to the script.

There is, of course, no need for a script. A far better method can be to engage in a conversation. There are a number of methods taught. Here is one of them. To illustrate, I have used examples from recruitment advertising.

First, get the respondent’s attention. “How easy are you finding it to recruit electrical engineers?” Gain their interest by listening to them and questioning them further about what they need. This also enables you to tie points raised into sales benefits later in the conversation.

Check the desire. “So, if I could show you a way of getting electrical engineers of the right calibre, you’d be interested?” Then explain the benefits and get them to take action. “Our publication is read by the top 75% of electrical engineers. I can place an advert in our recruitment section for you. Which issue do you want to go in?”

Cold Calling Scripts

Tuesday, March 17th, 2009

When you employ individuals to undertake cold calling for you, you need to ensure that they have the best possible tools at their disposal. Even though the telesales staff may have had sales training, they will not necessarily know your business. It is vital therefore that they have a good script to work from.

The script needs to start with an introduction. Tell the prospective customer who you are and what you do and what the purpose of the call is. Be honest with them. “We’re looking to build new relationships.” The potential customer knows this. They probably registered that you were making a sales call within seconds. However, this frankness can be disarming and removes any suspicion as to your motives.

One method is to have a full script which presents the benefits of doing business with your company and sweeps the prospect along into accepting a meeting. However, many people will resist this as they will feel that they have just been talked at and almost bullied into a meeting. Equally, it may be that there is no point in having a meeting with this particular business as they may not have the budget to purchase your services.

Carbon Footprints

Tuesday, March 17th, 2009

Lord Hunt, the Minister for Sustainable Development and Energy Innovation has applauded the University of Bath and their management training initiative to teach businesses how to calculate and reduce their carbon footprint.

The initiative includes a conference and an online course available to businesses of all sizes. It focuses on not only the environmental but also the financial benefits of good carbon management. It also points to the way in which consumers’ buying decisions are increasingly influenced by ecological considerations.

The course has been designed, in part, to assist businesses in ensuring that the government’s ambitious target of an eventual 80 per cent cut in greenhouse gas emissions can be met. It is intended to help fill the knowledge gap that exists. Understanding carbon accounting will eventually become as important as the more traditional measures of business results.

The online course has been designed in lots of small, self-contained units so that it can be done by busy executives. The one day conference in April will bring together industry experts in this area from around the world. The conference will be accessible online which will reduce its own carbon footprint as it will not be necessary for delegates to travel there.

The course uses the recently announced PAS 20 guidelines on carbon emissions.

Professional Services

Monday, March 16th, 2009

The days when professionals could get away with no personality, but an assurance that they “knew their stuff” are long gone. Nowadays soft skills training for accountants, solicitors, surveyors and the like are not a luxury. They are a necessity.

More and more clients are voting with their feet and not accepting anything less than excellent service. Similarly, they are not prepared to accept obscenely high hourly rates. It is not only vital that the partners or managers who deal directly with the client are able to demonstrate what good value they offer the client, but also that they take the opportunity to maximise fees from all clients.

In short, the way forward is to sell. Professionals seem to fall into three groups. Unfortunately, some professionals think selling is a dirty word. Even those individuals who accept the need for sales don’t know how to. The final group is those who see why they should sell, and do, but in a rather hap hazard way. In other words, there is no sales process in place.

Once professionals realise how essential sales processes are they can be helped. Unfortunately many would sooner go out of business than change their ways and, unfortunately, they probably will.

Preparing to Sell

Sunday, March 15th, 2009

If you are someone who does not work as a salesman, it can be difficult to get into the right mindset for taking opportunities to sell, as they arise in the normal course of business with existing clients. This is particularly the case in the world of professional services. In essence, you should not be afraid to ask the really obvious questions.

First of all, are you clear about the full range of services your company offers? You should be regularly speaking to your colleagues so that you have, at the very least, a brief overview of what they do, and know who to introduce your client to, as and when the need arises. You should also be aware of the benefits of those services and any particular selling points.

All members of staff that have any face time with clients should have sales training. They need to understand how to question and listen effectively. It is also important to understand that many clients will not realise they need particular services.

Many professionals rely on third party referrals from other professionals and it is vital that they are kept up to date with your firm’s services and where further information on those services can most easily be found.

Differentiation and Technology

Saturday, March 14th, 2009

Generally speaking, there is less work available during these tough economic times, so it is more vital than ever to differentiate your business from its rivals and ensure you stand out. This will assist in making sure you not only attract new clients, but also retain clients and increase revenues from those companies and individuals.

One area where it is vitally important to make full use of the latest techniques is your website and your management training should reflect this by including updates on the latest technology. To give one example, video streaming technology has now advanced to the point where video presentations can be reliably viewed. This use of the latest technology, not only ensures that you put your message across, but also gives your business the feel of an up to the minute, cutting edge company.

Something else which can be included on websites is customer testimonials. In fact, you may even get clients who are prepared to be taped giving their opinions and this video can be available on your website.

Nowadays, many people’s first action on finding they need a service is to enter that service into Google or one of the other popular search engines. There are specialists who can advise how to maximise your chance of appearing in the appropriate results. Indeed all aspects of your company’s internet presence can be handled by specialists in web management services.

CV Tips - Presentation

Friday, March 13th, 2009

Perhaps you are starting out on your career with a pocketful of qualifications and a great deal of hope, or perhaps you are a more seasoned individual, with an eye to your personal development, looking for the next step. Either way, as you search for a new job, your CV is vitally important. Everything about it including the paper, the language, and the presentation will describe you to your prospective employer. Here are a few things to bear in mind.

When you are sending a hard copy, the paper needs to be of a decent, but not gaudy quality. Think tasteful and quality. Use only black or blue ink. Make sure the font size and type is comfortable to read. Ideally the CV should be one side, but certainly no more than two. If you cannot fit your CV into the space, then it needs editing.
Particularly clear fonts include Arial or Times New Roman. Do not use handwriting based or other fussy fonts. The font size should not be smaller than 11.

Ensure that any covering letter uses the same ink, paper, and typeface as the CV.

Use spell check as well as manually checking the text. Better still, ask literate friends to read it for you. Do not use words you are unfamiliar with to try impressing people. You will be found out.

CV Tips - Content

Friday, March 13th, 2009

When preparing a CV, the general presentation is vital, but it can only do so much. Ultimately, it is the contents that are vital. So, what are the must haves?

First of all, you should start with an overview of two to three sentences. These can include your skills or exceptional qualities and your future hopes or plans should act as a way of making the employer want to read on.

You should include your educational qualifications and any additional training you have undertaken either on your own initiative or as a part of previous employment. This should include general courses such as soft skills training.

Your work experience should be in reverse order starting with your most recent job. You do not need to list every job you ever had but you should include the four or five most relevant. If it is not obvious from the job title, list any additional responsibilities you had.

Your personal details should be listed and these need to include your name, address, sex, phone numbers, date of birth, and email address etc.

List your interests, but don’t get carried away unless they are relevant to the job you are applying for.

Provide two references and let those people know that you are providing their details and make sure they are happy to provide a reference.