Tag Archives: Leadership

Employee Development – 3 Cost Effective Tips

Professional development of others is something I really enjoy.  As a leader, I always encourage and help my team to continually learn and grow in their education and experiences.  Some companies today may be challenged with lack of budgeted training dollars for professional development.  Even if challenged, there are ways you can invest in people.  Some ideas that may work for you:

  1. Lunch and Learn – Take an hour a week and meet in person with your team.  Have everyone to bring their lunch and have those remote to dial in to a conference line.  Use this time to discuss a chapter a week in a book that you are reading together.  Or have someone to teach others about something they have learned at a conference or through a recent training session.  When someone does have the privilege to attend outside training, make it an expectation that they do a teach-back to the group upon return.  It will help them apply what they have learned as well as provide new information to the team.
  2. Identify gaps in skills – Work with your team to identify skill gaps so you will have target development plans for the year.  Meet with each team member once a month in a one-on-one session.  Help keep them on track to accomplish their yearly goals for professional development.  If you need help in identify the gap in skills, consider trying a proven assessment offered through my company.
  3. Toastmasters International – A world leader in communication and leadership development.  For $36 every six months, members can improve their speaking and leadership skills.  Start by checking out a local meeting in your area as a guest.  You can also start your own club at your company.  Membership in Toastmasters is one of the greatest investments you can make in yourself.

Customer Service at its finest – Sprinkles Cupcake ATM

Sprinkles definitely take the cake with their innovative idea of offering fresh baked cupcakes to customers through a very creative source – the world’s first cupcake ATM machine.  A prime example how an Entrepreneur, Candace Nelson, goes with gut instinct, follows through and makes it happen.  The idea started when Candace was pregnant.  A craving for a fresh baked cupcake in the middle of the night.  Now that is an Entrepreneur.  In looking at the Sprinkles website, I was even more amazed how Sprinkles has donated over $3.8 million in cash and cupcakes to charities in the local communities where they operate.   Congratulations to Candace and Charles Nelson for the success of their business but most importantly to the impact they are making through their contributions back to the community!

Increase Morale – Serve your Employees

Have you ever done something just because it was the right thing to do for your employees and then years later read about it in a book and have one of those “aha” moments?  Well, I did.  During my management career in the call center industry, the senior leadership group would get together and have an annual cookout for the employees.  We were always very cautious of costs and sticking to our budget.  We would price out having it catered and needless to say, we always ended up doing it ourselves.  A trip to the local wholesale club store to fill our flatbed carts with food, drinks, condiments,  paper products, etc. was the norm.  Putting it all together and setting up a schedule where we each pull our shift of grilling, serving (fixing plates), and cleaning up.  Exhausted before we even got started.  It was all hands on deck and the management team did all the work in the midst of the hot humid SC summer.  We always got great feedback from the employees of how nice it was but most importantly that it was very meaningful to them that we served them.  For us to do all the work is what they really appreciated.  So, my “aha” moment was in a book titled “Conflict Unraveled – Fixing Problems at Work and in Families” by Andra Medea.  The author (page 76) talks about the power of food…..”No Catering……Having everyone out of their authority role eating together like kids in a family….Great for employee morale”!  Aha, been there done that and now I really get it!  It was the right thing to do but now I really understand why.  Take the time to serve your employees.

Learning from Others

Being an avid learner, I must agree with the author on this great article.  Especially, the comment, “I’ve yet to meet someone who couldn’t teach me something”.  We learn so much from others when we are open minded and put forth the effort to listen and learn.

Also, point number 5 (Learning is good; Doing is better) hit home with me.  In my teaching experiences over the years, I have learned that hands-on experience or application of what is being taught is essential to the learning process.  I can tell you “how” to do something but the moment you actually “try it” or experience it yourself is when the true learning experience happens.  Doing should not take the place of learning but should be a vital part of the learning process.  It is in the hands-on experience time that so often you see those light bulb moments….the very thing that keeps us Trainers coming back for more!

Customer Service is Customer Satisfaction

Customer service is Customer Satisfaction.  Every person has the opportunity to make a difference with each customer.  This is a great video to use as an icebreaker or brainstorming session in customer service training to encourage your team to find a way to make a difference in their role and interaction with the customer.

 
[youtube]http://www.youtube.com/watch?v=qOZPlt3Ha0Y[/youtube]

Problem-Solving Trick: Ask the Right Question

This article really hit home with me because I love solving problems and the first step is to ask lots of questions.  First and foremost, you have to be willing to ask the questions.  But to get the right solution you have to ask the right questions.  The technique used here can help guide you when a project gets stuck by identifying where the obstacle falls……into one of the three categories – Heart, Head, or Hands.