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Atricle Dump - The REAL International Gold Standard: The Leadership Talk
Building a Strong Customer Service Team water canoeing.There are more and more demands being made of front line team members, and sometimes the pressure can be heard by your customer. As the leader of a customer facing team you must be aware of what is going on with your team members - how to best support them, develop their skills and handle some tough situations. Building a strong customer service team is no easy feat. Here are some suggestions for building and strengthening your team:Hire the right people Decide up front what skills, strengths and personality you want on the team. The team creates its own culture based on your leadership. Be clear in interviews about what expectations you have for the job, what will create success and how it will be measured. As you narrow down candidates it’s a good idea to have them meet a few people on the team. Let the candidates get a feel for the team they may be working with.Be a team member as well as a manager and leader A successful team is only as successful as each individual team member. By viewing each role as an integral part of the team, not as a subordinate, each team member feels valued. This results in greater trust, smoother communication and better individual and team results.Model the behaviour you want to see As a leader you are the role model for the team. They set the tone based on you. When things go wrong they look to you for help. After a tough customer call it’s important that they feel they can tell you about it - for two reasons: you never want to be broad sided by an irate customer or customer issue, and you want your team to have trust in you. You can information gather after a tough call which allows you to identify any trends in product issues or identify any training or interpersonal issues. The sooner these are identified the better.Jointly set objectives It’s amazing what happens when team members are asked to set monthly objectives! They gravitate to Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels Using Ad Agencies and Designers Working with thousands of leaders during the past 21 years in the global economy, I have found that most of them don't have a clue. They may know to some extent how to do business on a global level. But to exert the right kind of leadership on that level eludes them; so when I first meet them, they're usually getting the wrong results or the right results in the wrong ways.Advertising and promoting your business is expensive, so it’s important to get the most from your advertising budget. That means understanding how to get the most from your ad agency or graphic designer.Let’s start by understanding the difference between agencies and designers. Typically, a designer will work on specific projects under your direction. For example, you may request an ad design for your Halloween event, and give the designer your copy (the text) and the party theme. You are responsible for booking the ad with the newspaper, getting flyers printed, having posters made, etc.An ad agency plays a more active role in planning the promotion of your events. They can work with you to plan your ad schedule, suggest the right mix of promotional tools to reach your audience, help you evaluate the effectiveness of your promotions, and negotiate ad rates and printing rates on your behalf. They can also help with choosing promotional themes and writing ad copy. Of course, you will pay more for these additional services - but you may actually save money by letting your agency do your negotiations and booking.Whether you are working with a designer or a full-service agency, it pays to plan ahead. If you can plan your advertising a year in advance you should be able to lock in much better ad rates. Leaving a couple of extra weeks when printing flyers will save you "rush printing" charges. And giving your designer extra lead time will almost certainly get you a better looking result!A typical small agency might require final "concept and copy" at least a week in advance of newspaper deadlines, four weeks in advance of distribution for printed materials like flyers (to avoid rush charges), and six to eight weeks in advance for complicated projects (such as die-cut and folded invitations). Many business owners don’t understand why final copy is required so far in advance… Of course, there are many successful global companies and leaders, but my experiences teach that they are successful not because of but in spite of their leadership activities. They may do things right; but they are not doing the global leadership things right. If they got that leadership right, they'd be getting a lot more results. Clearly, the challenges of leading on a global scale are daunting. Differences in time zones, cultures, currency dynamics can be vexing. But one thing is the same. It takes leadership for organizations to succeed – leadership that must drive results, not now and then, not ad hoc, not in patches but consistently in all cultures simultaneously. First, let's understand what kind of leadership is needed to achieve such success. Then I'll give you a powerful tool to make it happen. Leaders do nothing more important than have people get results. There are two ways for leaders to get results, order people to go from point A to point B or have the people want to go from A to B. Clearly, the latter is more effective in getting results. Today, with speed, flexibility, and teamwork being driving global competitiveness, the order-leader who tyrannizes and micro manages can't compete against the leader who can build motivated teams to get results. The days of the order-leader are not just numbered. They're over. Today, leadership is motivational or its stumbling in the dark. Because in terms of achieving more results faster continually, the order is the lowest form of leadership. Here's why: Until recently, ever since the beginning of the Industrial Revolution, the order-giving way of leadership has flourished. Order comes from a Latin root meaning "to arrange threads in a woof". In the Revolution's early years, captains of industry dealt with the uneducated country folk in their factories by ordering them where, how and when to work. The most efficient and effective production methods were created when workers were "ordered" or ranked like threads in the woof of production lines. Refined and empowered by the Victorian culture, with its patriarchal power structure and strong links to Prussian military organization and dictates, the culture of the order-giver reached its zenith in the United States after World War II. In the following decades, with most of the industrialized world recovering from the war, many U.S. businesses were like ocean liners plowing through relatively calm seas, their leaders, like liner captains and mates, running things by getting orders from superiors, giving orders to subordinates and making sure those orders were carried out. But with globalization, businesses worldwide are undergoing changes as radical as any since the Industrial Revolution. With competition increasing dramatically, with the volume and velocity of information multiplying, with information becoming accessible to more and more people, with the traditional, pyramidal structures of order-giving flattening, leaders today need skills akin not to ocean liner piloting but white-water canoeing. Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels o How To Smartly Convince People t one thing is the same. It takes leadership for organizations to succeed – leadership that must drive results, not now and then, not ad hoc, not in patches but consistently in all cultures simultaneously.Did you know that you can get your colleagues or previous employer(s) to help in securing your dream job? How you might ask, well, when next you are in an interview and have to convince a prospective employer about your skills and ability you might just find this tip invaluable..It is a simple technique that could apply to any area of your life, in your personal, business or in your career. For example, lets say you are being interviewed for a job as a Technical Writer with a large software house in the city.Your prospective employer might ask you:“What skills can you bring to our company?”Don't just try and run down platitudes down the interviewer's throat, or try and argue your way which is what most people try and do. Instead:You can respond by simply saying that:“I believe I am the right person for this job, I have the experience, I am a certified technical writer with the ISTC (Institute of Scientific and Technical Communicators), In addition, in my previous job my employer constantly praised my work as it helped in dramatically reducing the amount of phone calls to our helpdesk. After 6 months of joining, I was offered a much senior position!”Now how does that sound? You have done 2 things, you have re-affirmed your confidence in your own ability and also backed it up by using 3rd party referral, speaking in third persons i.e. using your employer to boost your credibility.People amazingly are more likely to believe you if you use 3rd party referrals or speak through 3rd persons, as opposed to relying on just what you have to say about yourself. Why? Following on from the theme above, you are more likely to build rapport, probity or integrity when you talk in the 3rd person, and not talking about I, mine, me. It is just human nature.However, there will come a time during the interview when you can talk about yourself, it's about being smart and remembering how hu First, let's understand what kind of leadership is needed to achieve such success. Then I'll give you a powerful tool to make it happen. Leaders do nothing more important than have people get results. There are two ways for leaders to get results, order people to go from point A to point B or have the people want to go from A to B. Clearly, the latter is more effective in getting results. Today, with speed, flexibility, and teamwork being driving global competitiveness, the order-leader who tyrannizes and micro manages can't compete against the leader who can build motivated teams to get results. The days of the order-leader are not just numbered. They're over. Today, leadership is motivational or its stumbling in the dark. Because in terms of achieving more results faster continually, the order is the lowest form of leadership. Here's why: Until recently, ever since the beginning of the Industrial Revolution, the order-giving way of leadership has flourished. Order comes from a Latin root meaning "to arrange threads in a woof". In the Revolution's early years, captains of industry dealt with the uneducated country folk in their factories by ordering them where, how and when to work. The most efficient and effective production methods were created when workers were "ordered" or ranked like threads in the woof of production lines. Refined and empowered by the Victorian culture, with its patriarchal power structure and strong links to Prussian military organization and dictates, the culture of the order-giver reached its zenith in the United States after World War II. In the following decades, with most of the industrialized world recovering from the war, many U.S. businesses were like ocean liners plowing through relatively calm seas, their leaders, like liner captains and mates, running things by getting orders from superiors, giving orders to subordinates and making sure those orders were carried out. But with globalization, businesses worldwide are undergoing changes as radical as any since the Industrial Revolution. With competition increasing dramatically, with the volume and velocity of information multiplying, with information becoming accessible to more and more people, with the traditional, pyramidal structures of order-giving flattening, leaders today need skills akin not to ocean liner piloting but white-water canoeing. Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels Insurance Job Interview Advice - Ten Foolproof Tips for Getting Insurance Jobs just numbered. They're over. Today, leadership is motivational or its stumbling in the dark. Because in terms of achieving more results faster continually, the order is the lowest form of leadership. Here's why: Until recently, ever since the beginning of the Industrial Revolution, the order-giving way of leadership has flourished. Order comes from a Latin root meaning "to arrange threads in a woof". In the Revolution's early years, captains of industry dealt with the uneducated country folk in their factories by ordering them where, how and when to work. The most efficient and effective production methods were created when workers were "ordered" or ranked like threads in the woof of production lines.Insurance job interviews are never easy. It’s difficult to make a good impression & even harder to impress your interviewer. We’ve come up with ten top tips to help you get the insurance job you’d been hoping for.1. Learn About the Company – you can never be over-prepared for a job interview. Spend some time browsing the insurance company’s website. Learn about their products & services as well as their competitors. It will make you seem much more knowledgeable and show that you are taking the interview seriously.2. Think About The Questions – No matter how the interview is conducted there are a number of questions that you are likely to be asked. “Tell us about your experience?” or “What attracted you to apply for the job?” while the wording might change what they are to trying to find out will not. You don’t need to script a response that will sound artificial. Though for questions you are likely to be asked, think in advance about how you will answer.3. Look at your CV – It’s easy to forget what you’ve put in your CV or covering letter. It’s likely all your interviewer will know about you is contained in those documents, so it’s likely to prompt a number of their questions. Refresh yourself with their content in advance so you’re primed for the questions.4. Dress Appropriately – It’s not always sensible to wear a suit to a job interview but it is important to dress approriately smart. Try and find out about the dress code of the company and then dress a little smarter. It’s important to make a good first impression but you have to be comfortable.5. Answer Concisely – There’s one thing worse than a bad answer in a job interview. A long answer. Try to answer the question with out getting carried away in the detail. It’s important not to seem abrupt but it important not to get carried away with your answers either. It makes you seem unsure of your answer & can waste valuable interview time when Refined and empowered by the Victorian culture, with its patriarchal power structure and strong links to Prussian military organization and dictates, the culture of the order-giver reached its zenith in the United States after World War II. In the following decades, with most of the industrialized world recovering from the war, many U.S. businesses were like ocean liners plowing through relatively calm seas, their leaders, like liner captains and mates, running things by getting orders from superiors, giving orders to subordinates and making sure those orders were carried out. But with globalization, businesses worldwide are undergoing changes as radical as any since the Industrial Revolution. With competition increasing dramatically, with the volume and velocity of information multiplying, with information becoming accessible to more and more people, with the traditional, pyramidal structures of order-giving flattening, leaders today need skills akin not to ocean liner piloting but white-water canoeing. Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels How To Get Back On Track After Being Written Up At Work the culture of the order-giver reached its zenith in the United States after World War II.Most of us have been there. For one reason or another, your work has not been the best and your boss has noticed. You are called into the office and formally written up and warned to improve your work performance. Are you doomed? Is this the beginning of the end? Absolutely not! It is time to get yourself re-motivated to do the best work possible!First of All, Allow Yourself to Decompress: This can be a very stressful time and you want to allow yourself to regroup and take a breather to absorb what has happened. It is okay to do that!Make A Plan: Time to get a pad and pen and evaluate yourself honestly. Have you missed deadlines? Has your workload increased? Or, are you just burned out? Write everything down that you believe to be the culprit.Time for A Course of Action: If you missed deadlines due to poor time management, approach your boss for ideas on how to improve in this area. They may offer some tips or they may see that the project needs to be shared by more members of the team. This also shows that you are serious about fixing the problem. Are you Burned Out? Do something you have never done before such as taking a cooking class, take a walk in a state park, attend a lecture or meet for a cup of coffee with some friends and browse books at the bookstore. If you are really burned out, try taking a weekend trip with just yourself and indulge. Have a nice meal, sleep late. Break up the monotony! This will help you to know that work AND rest are both important and need to co-exist in your life.Ask Your Boss For A Follow-Up Meeting: This will show that you want to measure your progress and that you take your job seriously. Ask for feedback and write down everything your boss tells you. Remember, they are trying to help you. Ask for help when you need it.Continue the Course!: Do Not In the following decades, with most of the industrialized world recovering from the war, many U.S. businesses were like ocean liners plowing through relatively calm seas, their leaders, like liner captains and mates, running things by getting orders from superiors, giving orders to subordinates and making sure those orders were carried out. But with globalization, businesses worldwide are undergoing changes as radical as any since the Industrial Revolution. With competition increasing dramatically, with the volume and velocity of information multiplying, with information becoming accessible to more and more people, with the traditional, pyramidal structures of order-giving flattening, leaders today need skills akin not to ocean liner piloting but white-water canoeing. Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels Advertising Balloons – Pretty and Effective water canoeing.There was a time when balloons were nothing more than kid’s toys but now they are used for so many different things. One of the most popular uses of balloons is for advertising. Advertising balloons are popular for so many reasons but the most important one is that people notice them. There is something about a balloon that is fascinating to adults and children alike. We all find out eyes drawn to these colorful floating things and we always want to see what they say on them.Advertising balloons are pretty and they are effective. They also come in many different sizes. Some advertising balloons are gigantic and are as big as a small plane while others are tiny. Some balloons float while others hand from different things, things like walls or poles or flags, anything really.These days the most popular kinds of advertising balloons are those shaped like different characters. You will see some shaped like giant gorillas or certain cartoon chartacters like Bart Simpson or Mickey Mouse. These are popular and they catch the eye as you drive down the road, some can even be seen from miles and miles away, they are colorful and fantastic.The vast majority of advertising balloons are filled with helium gas so as to float in air with one end tied to the support that does not allow it to wander away. One good quality about advertising balloons is that they do not burst as they are not made from flimsy material. They have thick skins that keep them from getting poked and exploded by birds.Though advertising balloons are dying out when compared to other neat things like laser beams that are used these days, they are certainly not going to leave the market anytime soon. Next time when you see a advertising balloon floating in mid air just think what it took to come with to come with simple yet such a brilliant method of advertising. Order leadership founders in an environment where lines of authority are dynamic, information widely disseminated, markets rapidly changing, and employees empowered. In such an environment, new leadership, motivational leadership, is needed. In short, the leader who can "have" others get results. That means global leadership is essentially motivational leadership. That's the kind of leadership needed to achieve such success. Now, here's the tool to make that leadership happen. That tool is The Leadership Talk. Here's what the Leadership Talk is all about. When it comes to realizing motivational leadership around the world, there is a hierarchy of verbal persuasion. This hierarchy extends to people everywhere, no matter what their culture, what job they hold, or what ambitions they have. The lowest levels of the hierarchy are speeches and presentations. They communicate information. The highest level, the most effective level is The Leadership Talk. The Leadership Talk not only communicates information. It does something much more. It establishes deep, human, emotional connections with people. The question isn't, "Why is this connection necessary in terms of getting organizational results?" (After all, the answer is obvious.), the question is, "Why is the Leadership Talk the gold standard for international leadership?" For one thing, I've had top leaders in top companies worldwide applying it for more than two decades, and it simply works. It's all about helping leaders get what I call "more results faster, continually." You can get those kinds of results on a global scale without the Leadership Talk. The Leadership Talk is motivational, action-focused, results oriented anywhere it's used. That's because its key process, the Three-trigger Motivational Process, is tied to universal human motivators. I emphasize process -- which is a sequence of specific steps to achieve a particular outcome -- because it's not good enough to motivate people now and then, we must do it consistently. Process promotes consistency and advances the quality, quantity, and dependability of results. The Leadership Talk process I'm going to show you has been working for many hundreds of leaders for nearly 20 years. It's called The Three-trigger Motivational Process. And it's the basis of all my leadership processes. Note that the triggers are in the form of questions. 1) DO YOU KNOW WHAT THE AUDIENCE NEEDS? (2) CAN YOU BRING DEEP BELIEF TO WHAT YOU'RE SAYING? (3) CAN YOU HAVE THE AUDIENCE TAKE RIGHT ACTION? When facing a leadership challenge, if you say "no" to any one of these questions, you can't give a Leadership Talk. (1) DO YOU KNOW WHAT THE AUDIENCE NEEDS? Winston Churchill said, "We must face the facts or they'll stab us in the back." When you are trying to motivate people, the real facts are THEIR facts, their reality. Their reality is composed of their needs. In many cases, their needs have nothing to do with your needs. Most leaders don't get this. They think that their own needs, their organization's needs, are reality. That's okay if you're into ordering. As an order leader, you only need work with your reality. You simply have to tell people to get the job done. You don't have to know where they're coming from. But if you want to motivate them, you must work within their reality, not yours. I call it "playing the game in the people's home park". There is no other way to motivate them consistently. If you insist on playing the game in your park, you'll be disappointed in the motivational outcome. (2) CAN YOU BRING DEEP BELIEF TO WHAT YOU'RE SAYING? Nobody wants to follow a leader who doesn't believe the job can get done. If you can't feel it, they won't do it. But though you yourself must "want to" when it comes to the challenge you face, your motivation isn't the point. It's simply a given. If you're not motivated, you shouldn't be leading. Here's the point: Can you TRANSFER your motivation to the people so they become as motivated as you are? I call it THE MOTIVATIONAL TRANSFER, and it is one of the least understood and most important leadership determinants of all. There are three ways you can make t
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