On the Move...

Thank you for visiting and reading this blog.  I hope you're enjoying it as much I do writing it.

I'm moving the location of this blog. You'll be able to find my latest posts at: http://www.kenokel.com/blog/

There I'll be able to continue posting as well as add some new surprises.

Take care,
Ken

Do You Support Your Support Staff?

On the day when we honor administrative and support staff you might want to do more for your admins than get them a potted plant.  A new survey of more than  4,400 administrative professionals and 500 managers found that:

• Half of the managers say their admins help their companies reduce spending.
• One-third of the manager say their administrative professionals help them with technology.
• More than half of of the admins have managed volunteer and fundraising activities in the workplace.  

The study from OfficeTeam and the International Association of Administrative Professionals states that in today's economy, administrative professionals are doing more work and more varied work.

It also found that more than 80 percent, when offered, take courses to improve their professional skills.

To summarize, you have people who are doing more work in an organization and are taking advantage of opportunities to improve themselves by taking courses in things like accounting, budgeting, and purchasing.  So why does this survey concern me?

Because 51% of the admins say their employer does not offer them any leadership training, even though 96 percent of the staff say they would take it, were it offered.

Are companies missing out on developing great talent because they've pigeon holed employees into a limited role? Performance on the job should be recognized and nurtured.  If you have someone who understands your work culture, accepts new challenges, and improves their skills, then should they not be given the chance to grow their careers vertically in your organization?

Is the iPad the New Segway

Consumers have been trying to figure out the latest product from Apple.  Part laptop, part iPhone, it's a new device that comes with a healthy price tag.

There are people far more experienced than I who can rate the attributes of the device, although I'm open to testing one (Hope you heard that, Mr. Steve Jobs).  It sounds like a neat piece of technology but it may fall into a category of brilliant inventions that most people don't need.

I remember back in 2001 when the world was introduced to the Segway.  The personal transportation system was called revolutionary.  City planners were expected to redesign cities based on the two wheeled wonder.  Our landscapes were expected to be filled with these devices.

Nine years later, the Segway remains to be an interesting invention.  But its use seems limited to mostly places like shopping malls and airports.  Was it not a technological breakthrough?  Of course it was and still is.  But sometimes a good idea isn't one that's embraced by people in their everyday lives.

Both devices seem to share certain characteristics.  They showcase new technology, they have high price points, and it can be difficult to market or describe in just one sentence.

I'll be curious to see if the iPad becomes a much loved and used device or whether it will take a place in history as a good machine that eventually led to something better

3 Lessons from my Levi's

One of the things I like about giving presentations to companies is meeting a new group of people and exchanging ideas. Recently several attendees and I had a great discussion about the power of branding.

Later while changing my clothes, I was reminded how Levi Strauss & Company is one of the best in the business at branding. Just before I stuck my legs in the jeans I noticed a printed message on the outside of the inside flap of the pocket. From this short note, I've pulled three lessons that can maximize your brand.

Be Different: Often when you buy clothes the only message you get is a piece of paper telling you that it's been approved by Inspector #5 or worse, a sticker that ends up sticking to you! Some companies do have attached messages about their products. But they're gone once you remove them.

Levi's uses a non-traditional yet permanent location for its statement of principles. You can see it every time you put on and take off the jeans.

State Your Values: In a few short lines, Levi's states that you've bought an authentic pair of their jeans, their jeans have been around for more than 150 years, and that they are an American tradition that is popular worldwide.

There probably aren't a whole lot of differences between a pair of Levi's and all the other jeans on the market. But you wouldn't know that from how the company promotes itself. To them, you don't ask, "Are those a new pair of jeans?" but rather, "Are those a new pair of Levi's?"

A Call to Action: The message on the pocket also thanks the consumer for carefully examining the quality of the sewing and craftsmanship of the jeans. Instead of saying the jeans were inspected by #5, they're so confident in the workmanship, they're almost daring you to find an imperfection. Most people aren't going to carefully scan the stitches but you love the idea that it's a big deal to Levi Strauss & Company.

Keep your eye out for other good examples of branding. How a product makes you feel will likely determine whether you'll buy it.

What is Upset Math?

Many arguments and misunderstandings in the workplace can be tied back to a simple idea: Upset Math. This occurs when someone in the heat of an argument or discussion, grossly overstates a number or concept.

"You're late to work all the time," you might hear when in reality, it's only happened a couple of times. But one of those occasions may have come at a bad time for the other party. Suddenly the issue is magnified and you may feel like you're standing in front of a dam of complaints that is about to burst. Is it better to stay quiet or set the record straight?

Sometimes Upset Math occurs when a person of importance in an organization makes a comment that, in reality, bears no basis on fact. Suddenly a remark like, "Your sales team failed to reach its goal because we had two full moons this month," is universally accepted. Perhaps this is a way to cover up the fact that the recession is cutting into business and there's nothing to be done about it. That's a frightening and hard thing to face rather than letting some quirky event take the blame. But will this illusion serve your company?

If Upset Math becomes a part of your organization, your team could be in trouble. It distracts from real problems and solutions. It encourages blame and backstabbing. Here are some tips to keep in mind if you are a victim of this behavior.

It's very hard to argue with someone whose argument has no basis in fact. Before long these things become shouting matches. It's never good to be a part of one of these. Resist the urge to fight back at that moment.

Go and do your homework. Check the facts and figures. Do they support your claim?

Present your findings. If you are correct, be gracious. Say that you wanted to dig deeper into the situation and this is what you found. Don't say, "I told you so and you were wrong." That could give you a reputation for being right all the time, which would make you guilt of Upset Math.

Could Favors Kill Your Career?

Is it me or are there two kinds of people in the world when it comes to favors? Those who ask for favors and those who end up granting them.

On the job, the person who asks for the favor sometimes takes advantage of the one helping out.

Let's say Jimbo asks his colleague, Bob, to help him put together handouts for a meeting.  Jimbo is asking for the favor so he can leave work early to go to a football game.  Bob ends up staying late, working on the handouts but he leaves the job feeling good, knowing that he helped out a co-worker.

The next day, Jimbo approaches Bob and says that the handouts were supposed to have been put together slightly differently and as such, they were out of order.  Bob remarks that he followed Jimbo's instructions precisely.

Jimbo snaps at Bob when he hears this and says, "You really need to pay more attention to what you're doing.  You really let me down."

Bob feels horrible.

Unfortunately, this is a common situation in the workplace. Someone asks for help but then is upset when the help given is not judged to be satisfactory.  Some might call this ungrateful behavior, like a person who is openly disappointed in a birthday present they receive.

In this case, I'm not worried about Jimbo.  He's a lousy coworker who has no right to complain about someone helping him out so he can go to a football game.  Regardless of the outcome, the handouts were his responsibility no matter who did the actual work.

I am worried about Bob.  It's likely he will be blamed for the outcome instead of being recognized for helping a colleague as well as staying late to get the job done. He tried to be a "go getter" but will likely be perceived as the "fall guy."

In the future, Bob will think twice before granting another favor. He'll keep these things in mind:

1. Is the person asking for help someone who has helped him in the past?
2. He will make it clear to all that while he will help, he is not the person ultimately responsible for the outcome.
3. People like Jimbo don't see what they're doing as being wrong.  Bob pledges not to let his nice guy instincts allow others to get special treatment.

What a Scam Artist Knows...

I've heard that business is booming for scam artists and con men as the recession has many looking to make a quick score. In many cases these are sales pitches designed to separate you from your money as quickly as possible. If you're ever approached with an offer that sounds too good to be true, see if it fits this pattern:

• Does it require you to act very quickly?  It's an offer that could vanish in a short amount of time.
• Does it involve some sort of new or secret knowledge that could change the world?  And yet it has received no media coverage.
• Are the people who sing the praises of the deal somewhat unknown or anonymous?  But they sounds like folks just like you and me.

Clearly these scam artists have tapped into the human psyche. We are attracted to the idea of a special deal that can change our lives. We can imagine ourselves acting decisively to improve our future.  And maybe we can even see ourselves sharing our secret with others who we decide should enjoy the fruits of our good fortune.

While we associate these underhanded methods with unsavory characters, they are often used to a lesser degree by some very successful sales professionals.  The key is making sure the product or service that you are hawking is reputable. When it comes to an irresistible offer, what's the difference between an honest or dishonest one?  The ability to sell it to your mother and expect to still be invited to Sunday dinner.

Why Do Companies Resist Change?

Have you ever noticed how some companies are more interested in destroying their future rather than making the changes that are critical to survival?  It's a form of shortsighted management that is often rooted in stubbornness.  While it can be easy to continue to do things as you have in the past, ultimately it can lead to failure.


Sometimes it is about ignoring a trend like selling gas guzzlers during an oil crisis.  Sure, the cars may have sold well in the past but the present isn't always an extension of past behaviors.  It's not about focusing on simply producing cars but making sure you're producing cars that people want today.


Other companies, when they got the first sniff of a recession, had to decide whether to change their business model or keep doing the same things but just lay off their most experienced and costly employees.  Sure, this saved a few bucks but in many cases it doomed the future of the organization.  A tree doesn't grow by cutting off the oldest part of its trunk.


How many supervisors have defined their tenure with statements like, "My way or the highway."  In this case, a personal behavior could be dominating an office's productivity.  At first, this kind of quirky behavior may seem charming but by not managing different ideas, personalities, and work styles, a company may be losing good talent for silly reasons.  Ultimately having to hire and train replacements will cut into the bottom line.


Change in the workplace is inevitable.  Did you know that UPS started as a company that made deliveries by bicycle?  More than 100 years later, it reaches across the globe.  

Workplace Communication: A Fitness Lesson

In an exercise class, the role of the instructor is very important. Not only does that person need to tell people what to do but they also need to make sure that the group stays on task.

Recently in a spinning class, the instructor had everyone doing jumps on a count of eight.  So you'd be seated for eight and then stand and climb for a count of eight.  This would repeat for the length of a song.

Everything was going well until the instructor had to briefly leave the room.  Suddenly, the group, which had been perfectly coordinated, now was out of step.  As time passed, the situation continued to get worse.  No one was on the same count anymore and you could tell that people were becoming frustrated and confused.  All of this from just not being able to do things according to a count of eight.

In the business world, making sure that instructions and procedures are followed can carry a higher price than just breaking a sweat.  Employees like to know what they are supposed to do but they also need to be occasionally assured that they are performing up to expectations.

When was the last time, you restated the importance of a goal or the reason why a procedure needs to be followed a certain way? If you're not doing this, don't be surprised to find out that your team has started to make changes in the way things are done. Sometimes these changes may be for the better.  But without your oversight, these changes could undermine your brand, your customer service, and ultimately your bottom line.

Related Posts
Do Managers Ignore Workplace Talent?
Workplace Communication: Giving Feedback
Reputations & Perceptions

Is Your Boss a Computer?

Computers are wonderful tools but they can be maddening at times.  I'm sure you've had the experience where you want a computer to do something but for some reason it won't work. All you get for feedback is an error message or a error sound. The machine can't tell you what it wants and that can be very frustrating.

In some organizations, leaders seem to take inspiration from computers.  Their staff is constantly trying to figure out what he or she needs.  Instructions are confusing, conflicting, or not stated at all.

Sometimes this is a leadership style where the leader wants staff to constantly be on their toes and spend a lot of time considering his or her needs.

In other cases, this style is a reflection of someone who may be good enough to get a supervisory position doesn't understand how to lead a team.

In either case, is the leader getting the most out of his or her staff?  Are communication mistakes being made that cut into productivity?  Are staff burning out from constantly being unsure what's needed from them and having to repeat processes?

Perhaps the most important question to consider is whether a highly effective leader is ever not an excellent communicator.

Do Managers Ignore Workplace Talent?

Some leaders pay outside organizations to do work for them that could easily be done by someone who is sitting just a few feet away. What's happening?  The company is evaluating employees by the titles they hold and not by the talents they have.

The economic slowdown has seen an unprecedented shuffling of the workforce.  Those who lost their jobs had to latch onto a paycheck wherever they can find one.  This may have resulted in a lateral or a downward move.  Organizations would be smart to evalulate staff not only by the skills they have for their job but also the skills they are not asked to use in the position.   


Instead people tend to be lumped in with the title and the performance of the average person in that position.  Automatically, it's assumed that the employee can do no more than their job description.  


Smart managers need to shift the hiring focus to include overall talent.  Make sure the needs of the  position will be fulfilled but also check to see if the individual has other skills that could benefit the organization.  Who's to say that an Administrative Assistant might not be a wizard with graphic design?


This kind of evaluation can boost productivity and better engage your employees.  It's about empowering people and not let labels limit your potential.   

A Story of Love & Balance

Once I tried out to be a contestant on a game show.  The program was a revival of, You Bet Your Life, and featured Bill Cosby as its host.  Sadly I was not selected.  I'm not bitter as the program lasted only one season (No doubt due to the lack of dynamic contestants.).

During the application process, a whole bunch of other people were brought into a hotel conference room where you spend a lot of time waiting.  This gave me a chance to meet an elderly but energetic woman who was seated next to me.  "Gail" surprised me by telling me that she had no intention of going on the program, even if she was picked.

"My husband is very sick and every day I have to spend just about the whole day with him," she said.  "There's no way I could leave town to be on the show."

Back then I was thinking that this revelation had slightly improved my odds of getting on the show.  But soon I became curious and I asked Gail why she was in the audience.

"Every day I take some time and do something just for me," she replied.  "I love my husband and will care for him until the day he dies.  But I also have to take some time for me."

I was impressed with this woman for two reasons.  She was fulfilling her wedding day promise to care for her husband in sickness and in health.  But she also understood that the task could easily become all consuming and in order to take care of him, she also needed to address her needs.

Very often it's easy to let something important dominate our lives to the point where you begin to suffer.  Gail had realized there's nothing wrong with being a little selfish at a time when you must be at your most giving.

Bill Cosby may have never heard this story but I'm glad I did.

The Sock Apocalypse

Does your sock drawer say something about you?  Recently I noticed that mine was really packed with socks.  Not just pairs but also a few strays.  In further surveying the contents of the drawer, I realized that I hardly wore many of the more weathered socks.

They had lost some elasticity or were wearing very thin near the toes or the heel.  So why did I keep them?  Perhaps they might be pressed into emergency footwear duty.  But most likely they would just crowd an overpacked drawer.  It was obvious that they would best be used as cleaning rags yet for some reason I had washed them.

How many things in life do we continue to do even they don't help us much anymore?  An old sock may be familiar but it really isn't comfortable.  The same can apply to habits or beliefs.  Take a moment to examine your life as you would a sock drawer.  Are you holding on to something merely because it is familiar? Maybe it has outlived its usefulness and it's time to do some spring cleaning...

Do You Know Someone Like This?

From the first day I met "Greg," I could tell that he was high strung.  Any little problem would put him  in a panic.  This was a challenge as he worked in the high pressure world of TV News. His soul seemed to burn with the stress of countless frustrations.

I knew that this was not a healthy lifestyle and several years later, I wasn't surprised to hear that all of the stress Greg carried inside had gotten the better of him.  While I no longer worked with him, friends at his station told me that he had a physical and mental breakdown.  He was alright but was taking some time off to work with doctors and therapists to get his life back together.

I was eager to find out more about Greg, Version 2.0.  His coworkers told me that he did seem more relaxed, which was great news.  But over time, they noticed another change in Greg. He had become incredibly annoying.

During his recovery time, Greg had learned a ton about coping mechanisms and information about human behavior.  But rather than follow the advice, Greg took to telling other people what was wrong with them.  The advice was unsolicited and nonstop.  He had gone from someone who internalized stress to someone who gave stress to others.  Greg had twisted good ideas into a mental wrecking ball.

Every day we are presented with a good deal of information and sometimes it has been distorted to fit someone's agenda.  Don't be afraid to ask questions, check facts, and consider the source.

Survey Says...Uh-Oh!

A recent survey from the University of Toronto found that 50% of the (American) respondents routinely take work home with them.  And those people say their "homework" sometimes or frequently interferes with their personal lives.

 

In today's age of smart phones, laptops, and other techno-stuff, it may be impossible to get away from work after "quitting time."  But it's important to make sure your life stays in balance.  Here are some tips to distance yourself from your job.

1. At home, have an area where you do work from your job.  Don't make this your bed or the dining room table.  Try to have it be a place separate from the rest of your home life.  The idea is that once your done with the work, you can shift back into "home mode."
2. If you must do work, try to set a time limit.  Give yourself an incentive/treat if you meet your goal.  At the end of the day, we're often tired and not as focused.  This can lead to a marathon work session where you don't accomplish much.  Think short bursts of activity instead.
3. When you're done with work, stop thinking about it.  This is a challenge for me but I've come to realize that worrying about things associated with your job is like giving your employer free real estate in your brain.
   

Reputations and Perceptions

It's great that more and more businesses are offering free wireless Internet.  You almost expect to the see the service in coffeehouses.  I have to admit that I laughed when I saw a sign for free Wi-Fi at a Denny's restaurant.

While I haven't been in a Denny's for a long time, my memories of the chain include slow service.  While I realize that it's probably illogical to think this, somehow I feel that using the Internet at a Denny's would involve a slow connection.  I can't imagine any kind of speed being associated with the restaurant.

At the same time, I would imagine that McDonald's would have a fast connection.  Is this because McDonald's serves food quickly?

Somehow I don't think that a potentially more crowded McDonald's would have more people online, resulting in a slower connection.

This is a good example of the irrationality of our perceptions as they can apply to a brand.  If I could consider myself a test group, I might suggest to Denny's that its advertisements suggest, "lightening fast connections," in order to overcome my belief that I would be frustrated both waiting for my food and for websites to upload.

Dance Company Makes Marketing Misstep

Recently I received a mailing from a nearby arts group.  I'm always interested in what groups are doing as well as how they market themselves.  The brochure was very fancy with a glossy layout.  Clearly some money was spent on the project.  Enclosed with the brochure was also a signed (with a real signature and not a scanned one) letter inviting me to a special reception that would be held in my area.  

So why was I turned off?  The dance company made a big marketing mistake.  Inside the brochure was a another letter, one that I wasn't supposed to have seen.

It's from the General Manager of the company and is meant to be viewed only by staff.  Basically it says that there are only 9,000 copies and most of them are being used for VIPs.  Staff shouldn't take more than one unless they have his permission.  

Obviously the note was mistakenly not removed from my copy of the brochure before it was sent out.  This got me to thinking about a few points:

• This fancy publication is old as the staff letter is from mid-October and I'm receiving it in late December.  Gee, that makes me feel special as a potential supporter.
• Staff and dancers are not looked at as having good judgement about how to promote their organization.  
• Details matter in mailings, especially when they are tied to solicitation.  One extra moment of checking could have removed the 2nd letter.   There's obviously a gap between the people who are making decisions about mailings and the people who are putting them together.