May 30, 2010
Q: “Everyone on the team should be continually training their replacement!” Are YOU training YOUR replacement?
A: My question is valid and not rhetorical. Are YOU training YOUR replacement? I advocate to you that from the mail room to the board room, each of us should train the people around us just like they were going to replace us!
A few thoughts to consider;
1. You know your “job” and you are very good in the performance of your responsibilities!
2. In the event of your absence, whether planned or unplanned, who will or is totally qualified to act on your behalf without any disruption in the process of your everyday tasks?
3. How would you feel if your boss said, “I’d like to promote you to the next level in our company, but we don’t have anybody to take your place, so no promotion at this time?”
4. Are you carrying a heavy load while people around you seem to have more leisure time at work?
Here is my logic with this concept;
To begin with, there is absolutely no room for paranoia in the work place. I’ve heard people say half halfheartedly, “soon he/she will know as much or more than me then he’ll want my job.” This is stinking thinking folks and needs to be out of the workplace. All employees want the opportunity to grow.
The best way to grow an employee and improve his/her confidence level, is to continually offer them education and a feeling of being wanted, needed and respected. Making a person stronger by giving them additional knowledge or tools will improve performance and grow your team. Employees will become contributors and not just a warm body going through the motions.
My message today is a direct challenge to you to give this concept a try. Pick one employee and start giving him/her slightly more responsibility. Do this immediately after you take the time to explain to them your goal and plan and that you’d like them to learn more and add more value to the team. And don’t forget to tell them that you expect them to “train the people around themselves just like they are going to replace you.” COMMUNICATE the plan, the process and intended results.
A few years ago, I suggested to one of my clients that he should have several banners for the office and plant area that read, “EVERYONE ON OUR TEAM SHOULD BE CONTINUALLY TRAINING THEIR REPLACEMENT!” And in small print it said, “See your supervisor for details”.
The results were multiple company meetings explaining this concept and low and behold, production went up, employee retention improved, and people even looked happy to be there. What have you got to lose? Give it a try and I’d certainly be interested in your results.
As always, please accept my wishes for a fantastic week and a safe Memorial Day.
Please take time this Memorial Day Holiday weekend to acknowledge and express gratitude to the brave men and women who protect our Freedom!
If I can help you in any way, please call or write and I will respond immediately! Remember, your questions and/or comments are very much welcomed here.
Regards,
George F. Mancuso, CPC
President
Gman Business Resources
Grinnell, Iowa
Nationally recognized Retained Executive Search and Employee Retention Specialist.
5/29/10
5/22/10
Using Your Time in an Efficient Manner
May 23, 2010
Q: Using time effectively is especially important to sales, management and customer service folks, since most of us often juggle differing and sometimes conflicting projects or processes. Any thoughts for help us smooth time constraints to a manageable mission in our busy lives?
A: Like everyone else, we have families, friends, personal needs and obligations, recreation, hobbies, and other things we want to do with our lives. So the effective management of our time is critical to reaching our goals, aspirations, and success. Three of the biggest “time-wasters” are:
A. Not being organized within a defined arena
B. Not spending effective time on our top priorities
C. Not efficiently handling communication issues
The following may seem like over simplification but take pause for a moment and reflect on your personal situation and take inventory of the following concepts;
1. Organize your desk and e-mail receptacle for maximum efficiency (utilizing bins, folders, etc.)
2. Make a list (IN WRITING AND NOT JUST IN YOUR HEAD) of the things you want to accomplish this week. Rank these tasks in order of importance. Always focus your time that you have assigned to the items that are rated “most important”.
3. Prioritize everything into three categories: “Mission Critical-Handle Today”, “Need to Do Soon”, and “Would Like to Do Sometime in the Future”. Focus on the “Mission Critical” items today. If time permits, start working on the “Need to Do Soon” items. Shift these items to the “Mission Critical” pile as deadlines approach. Be realistic about the “Would Like to Do Sometime in the Future” items. Unless you can handle it in less than two minutes, file (or discard, where appropriate).
4. Use the “touch once” rule. Try to handle each piece of mail or e-mail on the first touch. For items that can be resolved in 2 minutes or less, handle them now. For those items that will take longer to resolve, prioritize handling using tip #2.
Be relentless in striving for efficient use of your time. After all, it’s that very concept that we suggest to our employees, family and even clients! Time can be your best friend or your worst enemy…..as always, the choice remains with you.
As always, please accept my wishes for a tremendous week. Your questions and comments are always welcome. If I can assist you, please call or write and I will respond immediately!
Regards,
George F. Mancuso,CPC
Gman Business Resources
Grinnell, Iowa
Q: Using time effectively is especially important to sales, management and customer service folks, since most of us often juggle differing and sometimes conflicting projects or processes. Any thoughts for help us smooth time constraints to a manageable mission in our busy lives?
A: Like everyone else, we have families, friends, personal needs and obligations, recreation, hobbies, and other things we want to do with our lives. So the effective management of our time is critical to reaching our goals, aspirations, and success. Three of the biggest “time-wasters” are:
A. Not being organized within a defined arena
B. Not spending effective time on our top priorities
C. Not efficiently handling communication issues
The following may seem like over simplification but take pause for a moment and reflect on your personal situation and take inventory of the following concepts;
1. Organize your desk and e-mail receptacle for maximum efficiency (utilizing bins, folders, etc.)
2. Make a list (IN WRITING AND NOT JUST IN YOUR HEAD) of the things you want to accomplish this week. Rank these tasks in order of importance. Always focus your time that you have assigned to the items that are rated “most important”.
3. Prioritize everything into three categories: “Mission Critical-Handle Today”, “Need to Do Soon”, and “Would Like to Do Sometime in the Future”. Focus on the “Mission Critical” items today. If time permits, start working on the “Need to Do Soon” items. Shift these items to the “Mission Critical” pile as deadlines approach. Be realistic about the “Would Like to Do Sometime in the Future” items. Unless you can handle it in less than two minutes, file (or discard, where appropriate).
4. Use the “touch once” rule. Try to handle each piece of mail or e-mail on the first touch. For items that can be resolved in 2 minutes or less, handle them now. For those items that will take longer to resolve, prioritize handling using tip #2.
Be relentless in striving for efficient use of your time. After all, it’s that very concept that we suggest to our employees, family and even clients! Time can be your best friend or your worst enemy…..as always, the choice remains with you.
As always, please accept my wishes for a tremendous week. Your questions and comments are always welcome. If I can assist you, please call or write and I will respond immediately!
Regards,
George F. Mancuso,CPC
Gman Business Resources
Grinnell, Iowa
5/15/10
What Are The Keys To Getting "Things" Done?
May 15, 2010
What are the keys to getting “things” done?
A: Maintaining momentum is a key element to getting things done. It is critical to getting a contract signed, a process moving, a recommendation implemented or a proposal approved.
In sales, management or customer service, more often than not, it is our responsibility to maintain momentum in our relationships with our clients, prospects, staff, professional associations, and community. Here are six keys to maintaining (or creating) momentum:
1. If you feel you are losing momentum act quickly! Don't let any more time pass without taking some action.
2. Use e-mails, phone, and just about any means of communication you can.
3. Recognize that the actual "driver" of momentum does not need not to be the primary subject of the communication; it can simply be an aside.
4. Be careful of driving too hard! If you are forced to push a project forward, push enough simply to get it back on track and then maintain the momentum. Pushing too hard could have the unintended effect of putting project at risk unnecessarily.
5. Provide a rationale for maintaining momentum. This could be an important upcoming deadline, potential lost savings, increasing competition, etc.
Always stay positive. Remember to continually emphasize the payoff of completing the project.
Losing momentum can be difficult to regain once it has been lost. Work on keeping it going—gently, clearly, purposefully. Remember that Momentum = enthusiasm!
As always, please accept my wishes for a tremendous week. Your comments or questions are always welcome. If I can assist in any way, call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
President
Gman Business Resources, Inc.
Grinnell, Iowa
641-236-7910
What are the keys to getting “things” done?
A: Maintaining momentum is a key element to getting things done. It is critical to getting a contract signed, a process moving, a recommendation implemented or a proposal approved.
In sales, management or customer service, more often than not, it is our responsibility to maintain momentum in our relationships with our clients, prospects, staff, professional associations, and community. Here are six keys to maintaining (or creating) momentum:
1. If you feel you are losing momentum act quickly! Don't let any more time pass without taking some action.
2. Use e-mails, phone, and just about any means of communication you can.
3. Recognize that the actual "driver" of momentum does not need not to be the primary subject of the communication; it can simply be an aside.
4. Be careful of driving too hard! If you are forced to push a project forward, push enough simply to get it back on track and then maintain the momentum. Pushing too hard could have the unintended effect of putting project at risk unnecessarily.
5. Provide a rationale for maintaining momentum. This could be an important upcoming deadline, potential lost savings, increasing competition, etc.
Always stay positive. Remember to continually emphasize the payoff of completing the project.
Losing momentum can be difficult to regain once it has been lost. Work on keeping it going—gently, clearly, purposefully. Remember that Momentum = enthusiasm!
As always, please accept my wishes for a tremendous week. Your comments or questions are always welcome. If I can assist in any way, call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
President
Gman Business Resources, Inc.
Grinnell, Iowa
641-236-7910
5/8/10
The Signs and Sounds of Body Language
QUESTION: The signs and sounds of body language are everywhere. What did you really see and hear?
ANSWER: I am a true believer of the sounds and signs of body language. However what I find as I travel with sales people or work with management teams, peer groups and even parent/child interactions is they have a tendency to not observe or listen well. And when I say that, it goes deeper than just a simple communication issue.
For example, during a phone conversation, it’s imperative that you “see through your ears” what is happening on the other end of the call. Everything from a sigh, an attempted interruption, background noise, a challenging statement, does the listener have a smile or scowl on their face, up or down voice inflection and even to a painful dead silence all count for instinctual reaction during a telephone call.
With regards to a face to face discussion, it’s more of the same except now your visual sensors will assist in driving your reactionary responses. Those signals include the ones above but now we add some of the following:
A. Crossing of arms, can mean the listener has just shut you out of his/her receptive process
B. Feet planted firmly on the ground and facing you, may mean they are intent on listening to what you say
C. Leaning back in the chair with arms behind his/her head could mean they are comfortable with you
D. Closing up your brochure of material you have laid in front of them or gently sliding your material back towards you, probably means a lack of interest because you haven’t drawn them into the all important NEED arena
E. Listener looking around the room and no longer making eye contact usually means you’ve lost them
F. Listener leaning forward in the chair can imply they have an interest and want to learn more
G. Remember that a desk or table between you puts a wall or divider up between the two of you and many people feel safe with seating arrangement.
H. If at all possible, always try to set up the seating arrangements to your advantage which would include sitting on the same side of the table, thus removing the barrier.
I. And finally I have found that when the listener folds his/her hands interlocking their fingers or keep their fingers like a church steeple, they are telling me that they are in charge which allows me to react accordingly and not rain on their parade.
Hope these are helpful tips and I wish that your week is filled with personal gratification and great business success. Your comments and questions are always welcome.
And from Denise and myself, a special Happy Mother’s Day wish to all of our moms. Thank you for all you do.
Regards,
George F. Mancuso, CPC
President, Gman Business Resources
Grinnell, Iowa
ANSWER: I am a true believer of the sounds and signs of body language. However what I find as I travel with sales people or work with management teams, peer groups and even parent/child interactions is they have a tendency to not observe or listen well. And when I say that, it goes deeper than just a simple communication issue.
For example, during a phone conversation, it’s imperative that you “see through your ears” what is happening on the other end of the call. Everything from a sigh, an attempted interruption, background noise, a challenging statement, does the listener have a smile or scowl on their face, up or down voice inflection and even to a painful dead silence all count for instinctual reaction during a telephone call.
With regards to a face to face discussion, it’s more of the same except now your visual sensors will assist in driving your reactionary responses. Those signals include the ones above but now we add some of the following:
A. Crossing of arms, can mean the listener has just shut you out of his/her receptive process
B. Feet planted firmly on the ground and facing you, may mean they are intent on listening to what you say
C. Leaning back in the chair with arms behind his/her head could mean they are comfortable with you
D. Closing up your brochure of material you have laid in front of them or gently sliding your material back towards you, probably means a lack of interest because you haven’t drawn them into the all important NEED arena
E. Listener looking around the room and no longer making eye contact usually means you’ve lost them
F. Listener leaning forward in the chair can imply they have an interest and want to learn more
G. Remember that a desk or table between you puts a wall or divider up between the two of you and many people feel safe with seating arrangement.
H. If at all possible, always try to set up the seating arrangements to your advantage which would include sitting on the same side of the table, thus removing the barrier.
I. And finally I have found that when the listener folds his/her hands interlocking their fingers or keep their fingers like a church steeple, they are telling me that they are in charge which allows me to react accordingly and not rain on their parade.
Hope these are helpful tips and I wish that your week is filled with personal gratification and great business success. Your comments and questions are always welcome.
And from Denise and myself, a special Happy Mother’s Day wish to all of our moms. Thank you for all you do.
Regards,
George F. Mancuso, CPC
President, Gman Business Resources
Grinnell, Iowa
5/1/10
My compliments to you on your phone etiquette tip in last week’s newsletter. I did share it with my team and they had several other phrases or words that are abused as well. Do you have any other “favorites” in the not to use category? (Marvin B., VP of Sales & Service Organization, Columbia, MO)
Funny you should ask that Marvin, because I am also very opinionated about several other statements or repetitive words that I would love to share and here they are;
1. OKAY: We seem to overuse the word Okay to gain confirmation, but why not just ask if the person understands. A perfect example of this is the television show COPS. They wrestle the bad guy/gal to the ground then they say, “You’re under arrest, OKAY?” OR I’m going to put the handcuffs on you, OKAY? Are you kidding me? Hell no it’s not OKAY!!!
2. LET ME BE PERFECTLY HONEST: As opposed to what? The fact that you’ve been perfectly dishonest and are now having guilt pangs and want to come clean? Are you kidding?
3. BASICALLY: Next to Okay, this is probably one of the most misused words in the English language. Example; “…how will this machine help me improve production?” Okay well basically it’s pretty and works hard! Are you kidding me? Hell no it’s no okay I didn’t ask about basically I asked what it can do for me!
4. ACTUALLY: “….how does this compare to XYZ?” Actually it is better because it’s pretty and works hard. Are you kidding me? Why not just answer the question? Why does it need to be front run by “actually?”
5. TYPICALLY: Are you saying that I’m just TYPICAL and not SPECIAL? Do you really think I don’t understand that are talking to me in generalities?
6. TRUTH BE KNOWN: I love this one. What are you really saying? The truth is a deep dark secret that can’t be disclosed or that I don’t tell the truth so maybe if you find out the truth the situation will be different. Are you kidding me?
There is little doubt I can type out all kinds of statements that keep you in control and don’t use the 6 examples above to soften the blow. As I stated last week, stick to business and stick to professionalism. You don’t have to soft soap a conversation with hollow words. Present statements that are filled with authority, knowledge, wisdom, understanding, compassion and dedication. The results WILL amaze you.
Actually if the truth be known and let me be perfectly honest with you basically telling you typically how this all works. Okay?
NEXT WEEK: The importance of Body Language and LISTENING to all the sounds and signs.
Have a tremendous week and as always, call or write if I can be of assistance. Your comments, concerns or questions are always welcome. Thank you for your readership.
Funny you should ask that Marvin, because I am also very opinionated about several other statements or repetitive words that I would love to share and here they are;
1. OKAY: We seem to overuse the word Okay to gain confirmation, but why not just ask if the person understands. A perfect example of this is the television show COPS. They wrestle the bad guy/gal to the ground then they say, “You’re under arrest, OKAY?” OR I’m going to put the handcuffs on you, OKAY? Are you kidding me? Hell no it’s not OKAY!!!
2. LET ME BE PERFECTLY HONEST: As opposed to what? The fact that you’ve been perfectly dishonest and are now having guilt pangs and want to come clean? Are you kidding?
3. BASICALLY: Next to Okay, this is probably one of the most misused words in the English language. Example; “…how will this machine help me improve production?” Okay well basically it’s pretty and works hard! Are you kidding me? Hell no it’s no okay I didn’t ask about basically I asked what it can do for me!
4. ACTUALLY: “….how does this compare to XYZ?” Actually it is better because it’s pretty and works hard. Are you kidding me? Why not just answer the question? Why does it need to be front run by “actually?”
5. TYPICALLY: Are you saying that I’m just TYPICAL and not SPECIAL? Do you really think I don’t understand that are talking to me in generalities?
6. TRUTH BE KNOWN: I love this one. What are you really saying? The truth is a deep dark secret that can’t be disclosed or that I don’t tell the truth so maybe if you find out the truth the situation will be different. Are you kidding me?
There is little doubt I can type out all kinds of statements that keep you in control and don’t use the 6 examples above to soften the blow. As I stated last week, stick to business and stick to professionalism. You don’t have to soft soap a conversation with hollow words. Present statements that are filled with authority, knowledge, wisdom, understanding, compassion and dedication. The results WILL amaze you.
Actually if the truth be known and let me be perfectly honest with you basically telling you typically how this all works. Okay?
NEXT WEEK: The importance of Body Language and LISTENING to all the sounds and signs.
Have a tremendous week and as always, call or write if I can be of assistance. Your comments, concerns or questions are always welcome. Thank you for your readership.
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