Issue 17 - February 15, 2004

Editor: Lynne Bullen
lynne@associatedsecretarial.com.au

Publisher: Associated Secretarial
Copyright © 2004 Associated Secretarial

In this issue:

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1. Editorial

Have you ever wondered what happens to workers when all they hear from management is how bad things are, how staff could try harder, could put in longer hours, should take on extra responsibility?

Not always, but often, managers are to blame for low morale in the office. They don't mean to, but they have that nasty knack of laying blame, complaining, and never offering a kind word.

Not always, but often, managers find that their key people are up and leaving. Staff that remain behind end up with huge and unrealistic demands put upon them.

Not always, but often, managers are left scratching their heads, wondering what could possibly have happened to have things "come to this!"

This scenario is played out all over the world in large corporations and government offices, right through to small business. Sad, but true!

Do all employees have to put up with this behaviour? Maybe not.

To stop it, a change in behaviour is necessary.

It starts with encouragement and thanks for a job well done.

>From where does it start? The right answer is "At the TOP". Surprise!!!! When was the last time your "boss" gave you thanks for a job well done?

Believe it or not, there are managers who believe that the pay you receive for the job you do should be enough. What do you think?

OK, so enough of knocking "the boss".

If you're in business and you employ staff, it isn't enough just to pay them at the end of the working week. If you want morale that's great, enthusiastic performance, customers/clients that congratulate you on your fabulous staff, and most importantly, staff who enjoy their work, then there are a few things you need
to do, and do often.

ENCOURAGE ... ENCOURAGE ... ENCOURAGE.

Make sure you give extra praise for the extra mile your staff goes or for a job well done. You could even try a simple THANK YOU at the end of the working day. Why? Because your staff are the guys and girls who keep your business ticking. Look after them and they'll look after you!

The best managers know that without encouragement, potential withers and dies.

Following is an article by Joyce Weiss. I'm sure you'll find some very hand tips to help you become the best manager, the one your staff talks about, calling you "the best boss I've ever worked for."

I'd like to leave you with a quote I think is very relevant to our topic. Read it twice. I'm sure you'll find it applies to you and your employees alike.

"We always think every other man's job is easier than our own. The better he does it, the easier it looks." Eden Phillpotts 1862-1960, Novelist

In the meantime, stay positive and smile. It will change your day, and everyone elses!

Lynne
lynne@associatedsecretarial.com.au

2. Article: Ten Tips to Keep Motivated Employees and Wow Your
Customers

In many companies, work has become a place of disillusionment. Employees start with enthusiasm and creativity, but day after day they feel more and more helpless, as if they don't have any real choices anymore. Employees are overwhelmed, exhausted and bored. They feel like they have been shot down. Complaining and ridiculing others becomes the norm. The "romance" is gone. If this scenario sounds like your company, don't despair. Deep down, employees are begging to gain a sense of hope and enthusiasm
again, but they need your help. If you make a genuine effort to follow these ten tips, you will not only notice attitude shifts, but real changes in behavior among your employees.

Give it a shot, and watch the work environment improve and watch as your employees begin to look forward to coming to work!

1. WALK YOUR TALK

Instead of talking about better communication, start communicating better. By developing open two-way conversations that are energetic and contagious, your employees will feel comfortable to speak their mind. Make sure you listen to what is not being said. Include employees in meetings to get their perspective. Make your meetings interesting by surprising your employees with a new incentive or a message of appreciation. These ideas show that you are not just the leader, but one who really cares.

2. BE SUPPORTIVE

Discuss the weaknesses in the system without blaming individuals. Look at employee wish lists and follow-up with their requests. Ask them what they need from management to feel more valued. Employees need to know that their concerns are being heard. They need not only constructive feedback, they also need positive comments. When employees meet deadlines or suggest creative solutions that positively affect the bottom line, recognize the behavior immediately. Include their names in a company newsletter, write a personal note and send it to their home, or place an advertisement in the local newspaper showing how much you appreciate your great people.

3. BE A LEADER WITH VISION

True leadership requires foresight, integrity and trust from both sides. Leadership liberates employees, by giving them direction and letting them do the job. Set up periodic reality checks to evaluate their progress, to make sure they are moving in the right direction. They need to know you are willing to hear about ideas
they have - to make the company better than it already is today. Share your vision with them so they feel in the loop. Employees tell me rumors and back- biting would stop if only leaders would share future goals and visions of the company.

4. USE STRAIGHT TALK

Straight talk means being able to communicate without alienation or hurt feelings. Many managers have found straight talk to be very difficult. They cannot communicate criticism or compliments without feeling uncomfortable. Managers and employees need to learn to be direct and truthful. Encourage straight talk by
thinking about what you really want to say, writing it down and practicing it. After you've practiced, how do you feel about yourself? If you feel good, try it with your employees. If you still are not sure, start from the beginning and figure out a better way to communicate your message. Make straight talk a habit. The more you use it, the more comfortable you will feel. It is important to tell others what they need to hear, not
necessarily what they want to hear. I encourage leaders to tell their employees that constructive feedback is a gift. This is an area that some people still feel uncomfortable with, however, necessary in order for us to continually improve and grow.

5. BUILD SUPPORTIVE TEAMS

Build teams within departments, and throughout the entire company, to allow an open discussion of dreams and obstacles. Remove job descriptions that keep people stuck in a box. Reward employees who
help others and contribute to the company as a whole. There are many exercises that can help teams to find their strengths and weaknesses. These exercises can remove barriers and blind spots and move the team forward. The "we versus they" attitude must be eliminated in order to make the team work. We don't need to like each other. We do need to respect each other's differences. The most successful teams are the ones with diverse members. They bring in different ideas and a variety of strengths

6. ENCOURAGE CREATIVITY AND LAUGH AT MISTAKES

When employees aren't afraid to take risks, their creativity will soar. Feeling "in" on things is still a major concern of employees. They have great ideas, yet are afraid to voice them. This is such a waste of possible solutions to key challenges of a company. Front line employees have a different perspective and must feel comfortable to share their ideas. Encourage this creativity on a regular basis. Create meetings called the all of shame and tell your employees the biggest mistake you made during the week. Ask each employee to reveal his or her biggest mistake, and encourage them to describe how the entire group can learn from that mistake. This idea works wonders when the leader begins the process. The question following this exercise is, "What did we learn from it?" Make sure to add some fun in order to make people feel comfortable with this idea.

7. EMPOWER EMPLOYEES TO FEEL LIBERATED

Managers and employees need time alone, time to think creatively. Intense and important work requires reflection. Companies that are obsessed with productivity usually have little patience for the quiet time essential for profound creativity. An element of fun lifts morale and increases productivity. Have each employee bring in his or her favorite dessert one day, and listen to the laughter begin. Ask them what they need to do in order to improve morale.

8. HELP EMPLOYEES FEEL COMFORTABLE WITH CHANGE

Learn how to start over and let go of ideas that may have worked in the past, but are no longer effective today. Remind your team that status quo is the kiss of death. We need to constantly look for new ways of doing business. The minute that someone says how good you are is the minute you need to improve. Companies that fail start believing in their own hype! Confront today's challenges while simultaneously probing new opportunities. Eat change for breakfast, lunch and dinner!

9. INSIST THAT EMPLOYEES ALWAYS KEEP THE CUSTOMER IN MIND

You have a lot of competition. Make sure your employees know why customers keep signing your contracts. Realize that curiosity will always lead employees down new paths. Ask employees "How can we
exceed our customers' expectations by knowing their needs, emotions and wants?" Get employees involved with customers. This way employees feel like part of the team. They will be able to get into the customer's shoes and hear what "keeps them up at night." They can take the ideas back to the team and figure out how to go the extra mile to help the customer. An employee with a customer focus will naturally be creative and intuitive.

10. KEEP EMPLOYEES FOCUSED ON THEIR CHEERLEADERS AND FANS

Have your employees make a list of ten clients or co-workers that are thrilled with them and the way they conduct business. Ask your employees to figure out new ways to service their clients-to help them in any way they can. Employees will shape their own future as they build relationships with their fans.

These ten tips will WOW your customers and make your competition drool. Your employees will feel like they are part of the company, as they come to work energized and full of passion. Have fun being
an intuitive and creative leader. Encourage others to follow in your footsteps. Don't be surprised if YOU end up falling in love with your job again.

Joyce Weiss shows leaders easy ways to boost the bottom line. Be Direct with Respect(tm) is a fresh approach to increase morale. She is the author of Full Speed Ahead: Become Driven by Change and Take the Ride of Your Life! Joyce has been quoted in USA TODAY, INC, Chicago Tribune, Selling Power, and other national magazines. Visit Joyce at http://www.Joyceweiss.com. Visit for free weekly reports on easy ways to add humor and balance at work and home.

3. Resources

Creative Ideas for Retaining Employees - find out what others are doing to retain key staff http://www.refresher.com/!rehideas.html

Some ideas on motivation and incentives http://www.meetingsnet.com/ar/meetings_show_money

Books: The two books recommended below should be available via http://www.amazon.com or you could source them through your local bookstore or visit your local library:

Want to know how to reward and keep winning employees happy and productive? It's a challenge to any employer or manager. "The High cost of Low Morale and What to Do About It" by Carol A. Hacker offers critical tips that go hand in hand when hiring good people and then keeping them.

If work is going to be more than just earning enough money to pay the bills, work has to offer the opportunity to fulfill one's needs. If companies want workers who will stay, they have to fulfill their need to make a profit and keep their employees happy. Read "Lessons from the Window Seat: Achieving Shared Vision in the Workplace" by David Specht.

4. Article: 10 Tips to Cope with Negative Emotions at Work

[Editor's Note: The following article by Dr. Rachna D. Jain is relevant for you, whether you're a Manager or Employee.]

It's a fact of life - if you want to succeed in business, you need to know how to interact and communicate effectively with your employees, business partners, vendors, prospects, and customers. As a small business owner, this might involve rapid shifting from one type of language to another. For example, how you'd explain your expectations to your employees might be different than how you'd convey these to your business partner or potential client.

As we all know, sometimes language breaks down, and communication grinds to a halt. This can leave the owner feeling irritable, angry, frustrated... and with a desire to vent to his/her employees or staff.

While there may be instances that such sharing would be appropriate or helpful, there are many instances where this is not the case, and venting anyway may result in a significant loss of credibility and respect from key employees and contacts.

So, what are some effective ways to manage emotions in the work place environment?

1. Good self-care is the best medicine. An employer who tends to his/her own physical, emotional and mental needs, regularly, is going to be more adept at managing negative or hostile emotions at work. Start with adequate sleep, good nutrition, and regular exercise.

2. Know what anger and frustration feels like to you - both in your head and in your body. Sometimes, we can get really "cut off" from our feelings and act rashly without knowing why. Spend some time knowing what anger feels like to you, and where you notice it in your body.

3. Take a 10 minute walk. When you desire to "vent", excuse yourself from the office and take a brisk 10 minute walk around the parking lot or neighborhood. This will clear your mind and may save you from losing your temper.

4. Vent to a mentor, coach, or trusted colleague. The act of sharing your frustration and fears will calm you down. These people can support you and help you move forward.

5. Ask, "What am I afraid of?". Most often, anger or frustration appears when one of our fears has been activated. By going directly for the source of your feelings, you may be able to short-circuit them.

6. Make an exhaustive "do not want" list. In this list, you write down everything you do NOT want in the situation such as "to look foolish", "to be unprepared", etc.. Once you write this all down - ALL OF IT- you will clear your mind and be ready to generate productive solutions.

7. Distract yourself. Sometimes, getting your mind off the upsetting subject is enough to calm you down. Consider closing your door and playing computer games or something equally mindless (but absorbing). Shifting your focus will shift your attitude.

8. Ask, "What's working about this situation?" This tip comes from Kurt Wright's book, "Breaking the Rules", and suggests that we all can manage stress better if we start looking at "what's working" rather than "what's wrong". Many times, communication breakdowns or glitches can show you where better systems need to be created and placed and ultimately, will enhance the viability of your organization.

9. Take an action. Sometimes, when one piece of the business plan isn't moving, it may mean that another part is ready to be acted upon. Rather than feeling annoyed and frustrated, transform that energy into positive movement forward, where you can.

10. Make a strong request. If you would like something to be different, start the process of making it so. Contact key people, letting them know that you'd like to work on the impasse, and make your needs and those of your business known. Sometimes, just communicating about your desires in the form of an appropriate request can move situations along.

Regular use of these tips will help you stay well balanced & happy as your business grows and flourishes. Try them and see!

Dr. Rachna D. Jain is a sales and marketing coach. To learn more or to contact Dr. Jain directly, please visit http://www.SalesandMarketingCoach.com, where you can sign up for her free email newsletter, "Sales and Marketing Secrets".

5. Sponsors

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From the Eagle's Nest: Copyright © 2004 Lynne Bullen and Associated Secretarial (articles by other individuals copyrighted as indicated). Prior to using Lynne's articles please e-mail her at lynne@associatedsecretarial.com.au - she will provide her bio and a URL link. Thank you.

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Issue 17 - February 15, 2004

1. Editorial

2. Article: Ten Tips to Keep Motivated Employees and Wow Your Customers

3. Resources

4. Article: 10 Tips to Cope with Negative Emotions at Work

5. Sponsors

6. Feedback

7. Subscribe/Unsubscribe

Copyright & Privacy

2. Article: Ten Tips to Keep Motivated Employees and Wow Your
Customers