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The Missing Link

June 7, 2011 · 0 comments by Terry Lauter Comp

in Employee Communication, Leadership, Management, Performance Development, Uncategorized

“I want them to be scared of me.”

Yep… these are the words we heard come from a company leader just last week. He wants his staff to fear him…. it’s nothing we haven’t heard before and yet it baffles us everytime.

To those bosses and supervisors who lead by intimidation, we’d like to ask - How’s that working for you? How’s it working for your company culture and also, how’s it working for your sales and customer relationships?

Do you think the way you relate to your staff does not relate to your sales and customer interactions?

We strongly disagree and so does web blogger Joy Kosta for the Human Capital Institute. With some help from Gallup’s Chief Scientist John Flemming, Kosta reiterates the responsibility that a leader has to ensure high engagement with customers AND his/her staff.

In our experience, we’ve seen the way the latter can deeply impact the former- (staff engagement and customer relationships). Supervisors who invest time in building relationships with their staff and who treat them as individuals with valuable ideas truly experience a profound difference in productivity, customer relationships and revenues.

Employees can see right through intimidation or lack of caring or respect and choose (whether consciously or subconsciously) to respond to that kind of treatment. Do you blame them? As human beings, it’s natural for us to shut down, hold back or even retaliate when we feel that we are not being respected or cared for, especially by someone who is expecting something out of us.

Costa’s blog, “The Talented Touch,” touches on one of our favorite adages: “People don’t care what you know until they know how much you care.”

As leaders, we do expect a lot of time, hard work and effort out of our staff. But how much effort are you putting into showing them that those things actually matter?

Costa asks this question: “Can you recall the last time you walked around, smiled and made eye contact, sincerely interested in what your talent/people had to say, expecting to learn something you may not have guessed?”

Phillips Electronics CEO Greg Sebasky is a prime example of an executive who cares. In this WSJ video, he discusses how he makes sure his schedule balances time to speak to front line employees… and here’s why:

“The importance of allowing the time even with all the priorities we have as executives with front line employees is really learning about how they’re experiencing their job in a way that engages them and they feel that an executive listening to them shows humility and that is a very, very strong message to send to our line organization. They’re also the people that are spending most of the time in front of our customers and so they can bring back insights from the customers on a regular basis to help us improve our service and our product delivery.”

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Sebasky really understands the connection between executive-employee relationships and how that ties into company success.

In our work, we’ve witnessed that some of the best ideas can come from the most unlikely source – often someone whose name is closer to the bottom than the top of the org chart! Imagine the motivation and productivity that can come from an employee whose idea was instrumental in helping the company bring in more sales this month or cut unnecessary costs?

But the boss who chooses to lead by intimidation or apathy toward his employees, would never be able to tap into these kinds of ideas.

In the same way that you want your staff to care about their jobs and the company’s well being, they want you to care about their ideas, needs and goals. Plain and simple, they won’t care until they know that you care.

{ 0 comments }

Integrity That Counts

April 21, 2011 · 0 comments by Melissa

in Uncategorized

Last month we wrote about the importance of having corporate values that really mean something. This month we’ve chosen “integrity” and a few examples that may help you think through the process of creating measurable and defined values.

Have you ever taken a look at the U.S. Air Force’s list of core values?

The Airman is a person of integrity, courage and conviction.

Integrity is a character trait. It is the willingness to do what is right even when no one is looking. It is the moral compass, the inner voice, the voice of self-control and the basis for the trust imperative in today’s military.

Integrity is the ability to hold together and properly regulate all of the elements of a personality. A person of integrity, for example, is capable of acting on conviction. A person of integrity can control impulses and appetites.

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The description continues on but even after the first sentence, you can imagine that with a description like that, no member of the Air Force would be confused by the value of “Integrity.” Company values should clearly describe what is truly important to the organization - what the company stands for, and how people are guided to achieve their mission. Every decision and action is seen by the employees and management through the lense of these values.

Here are a few more examples of the corporate value “Integrity” as defined by different organizations:

Accenture, global management consulting and technology services

“Integrity: Being ethically unyielding and honest and inspiring trust by saying what we mean, matching our behaviors to our words and taking responsibility for our actions.”

Genworth Financial defines Integrity as:

We demonstrate fairness, honesty, and accountability
We do what we say
We communicate with transparency

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Performance Morsel of the Month

March 14, 2011

Loss of a major customer threatened a high tech organization. With budgets cut to the bone, a quick fix was needed to stem layoffs. LTC helped this company create a short-term Gainsharing Program which would allow employees to leverage their recent business training to uncover cost savings.
A “Show Me the Money” theme identified $300,000+ [...]

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Performance Morsel of the Month

February 10, 2011

In Healthy, High Performance Companies, employees at all levels share in the risks and the rewards of the business. Pay is truly linked to organizational and individual performance.

Dreaming Like Bill Gates…

February 7, 2011

Bill Gates recently announced that one of his goals for the new year is to wipe out polio. (NPR link)
Forever.
When reading this, I couldn’t help but think of a formerly homeless man that I met at a local community event. This man, nowa humble working man with a roof over his head, had one goal [...]

Think Outside the Buns

February 3, 2011

If you plan to dine at the Cheesecake Factory anytime soon (and why wouldn’t you?), you might want to think about ordering a cheeseburger.
The popular restaurant chain has stepped up its employee training efforts but in some pretty unconventional ways.
According to a recent Workforce Management article, this year the Factory is focusing on interactive games, [...]

Nobody Ever…

January 20, 2011

Nobody ever burned off 25 pounds in a day.
Nobody ever became a great athlete in one game, match, meet or outing.
No one ever developed a successful marriage in a few days or weeks.
No parent ever succeeded in developing their child’s character in a year.
No one [...]

No Scroogin’ Around

December 17, 2010

Nice guys finish last. It’s one of several business MYTHS that Jack Stack tries to debunk in his book “the Great Game of Business.” Some of nation’s greatest leaders (and most fondly remembered) are a testament to the fact that Nice Guys and Gals DO NOT finish last.

In the spirit of the holidays, we [...]

Performance Morsel of the Month

December 16, 2010

A telecommunications firm was struggling to regain focus/momentum during a troubling downturn in its industry sector. LTC Performance consultants clarified the mission, vision and values and the specific business niche. Then, they aligned goals throughout the organization.

The Results: Leading a taskforce to analyze competitive positioning; facilitated mission, vision, values and aligned goals via LTC’s [...]

Canned and Ready or Fresh and Unforgettable?

November 15, 2010

It’s easy to make a run to the store, pick up a can of green beans and slide them on the side of an evening dinner meal.
But we all know that what passes for an adequate meal after a hard day’s work, just doesn’t cut it for a room full of hungry family members on [...]

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Uncategorized

The Missing Link

Integrity That Counts

Performance Morsel of the Month

Performance Morsel of the Month

Dreaming Like Bill Gates…

Think Outside the Buns

Nobody Ever…

No Scroogin’ Around

Performance Morsel of the Month

Canned and Ready or Fresh and Unforgettable?

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