Melting Pot or Tossed Salad?

As kids in elementary school, we learned about America being a “melting pot,” a nation of immigrants, each year welcoming hundreds of thousands of men, women, and children from different countries, races, and religious backgrounds from around the world. Many of our own ancestors came through Ellis Island with the hope of change for a better life. Mine came from Naples, Italy to upstate New York and brought with them the leather glove trade. What about yours?

While finishing my leadership studies degree many years ago at Sacred Heart University in Fairfield, CT, a professor posed the following question to us: Is America a “melting pot” or a “tossed salad?” He asked us to choose one or the other and defend our position…which started me thinking very differently about the meaning of diversity. Read on to see what I chose…

We hear so much about “diversity” these days. In many organizations, much attention and effort has been given to promote diversity by increasing the representation of people of color, women and other groups in the workforce. However, by just increasing the numbers represented of any population is not enough to make a real difference in individual or organizational performance.

To most people “diversity” means those differences that we can see. It’s much more…It’s also about what we can’t see – disabilities, different experiences, personality and management styles, lifestyle choices, and perspectives. Diversity exists in just about every organization; differences, however, are seldom fully understood and rarely regarded or used as an asset.

The issue becomes more about just having diversity (those things that make us different) in an organization. It’s about understanding the true meaning of diversity and its powerful impact (both positive and negative) on individual and organizational performance. And bottom-line results…

What then is the true meaning of diversity? Diversity is about our global view or, simply stated, how we see the world on three levels. Ask yourself these three questions to determine your global view. (1) Who am I? (things we cannot change – race, gender, ethnicity, age, sexual preference, differing abilities (physical/mental), etc.), (2) What do I choose? (religion, education, family lifestyle, physical appearance, language, etc.) and (3) Who am I in the workplace? (title, corporate employee, self-employed, cube dweller, posh office, manager, non-manager, etc.) These three levels affect our thoughts, behaviors and outcomes of any given situation, at home, at work or at play.

Surveys indicate that very few people today feel welcome or able to contribute their full range of skills, experiences, ideas and opinions in their workplace. As a result, few people fully invest the bulk of their energy to their job or the organization! Today, more than ever, what’s wrong with that picture?

Changing an organization’s work culture is not something that can be accomplished through a new mission statement, employee handbook, recruitment policy or mentoring program. It requires new ways of thinking about, working with and behaving toward people, both as individuals, in teams, inside, outside and at all levels of the organization. It’s about “P2P” (the people-to-people connections) and creating a positive workplace environment where our differences and our similarities are fully appreciated and utilized.

It’s about creating and sustaining an inclusive workplace environment where:
People feel a sense of belonging
People feel respected, valued and SEEN for who they are
There is a level of supportive energy and commitment from leaders, peers, and others so that all people can do their best work

Having “diversity” without “inclusion” is not enough. Simply stated, Diversity = Differences. Inclusion = Action. And action is the key word! Every day, we can each contribute to a more inclusive workplace environment through our own individual actions by becoming more aware of our implicit biases, attitudes and behaviors in every situation or interaction. More importantly, we need to recognize and respond to situations where co-workers, vendors, and customers do not feel included.

Inclusive workplace environments that leverage diversity and practice inclusion not only demonstrate that it is the right thing to do, they have also seen measurable, positive change, such as improved morale, higher levels of productivity and customer service, reduced turnover, and improved results. It just makes cent$!

In this year of change, “new normal’s,” and surviving survivor syndrome, let’s try to set aside a period of time each day to better understand and strengthen the ties that bind us, as people first, despite our differences. In addition to gaining a deeper understanding of each other and developing a greater sense of connection – “P2P” – we will be creating the positive energy among us needed to survive, thrive, and make positive changes in our homes, our workplaces, and our world.

So, what do you think? “melting pot” or “tossed salad?” To me, the “melting pot” stance means people’s differences just melt together from intense heat and pressure to form one big, unhealthy, artery-clogging glob, making it more difficult to see or appreciate the individual ingredients any longer. I choose to think of diversity as a “tossed salad.” The colorful, inwardly and outwardly different ingredients that, alone are terrific, yet when combined with others and dressed with tolerance, understanding, and hope, make for a terrific, healthy way to live and work! Which one defines your workplace?

What can you do to make a difference? Start first thing tomorrow morning by greeting everyone you see and calling those you know by name. It all starts with a simple “hello.”

A Positive Workplace Means Business! It Just Makes “Cent$!”®

Why Are Some Managers Toxic...and Why Should You Care?

If you’ve been working for any length of time like I have, you’ve experienced the full gamut of managers – from the terrific to the terribly toxic. The terrific inspire us to do our best, encourage and teach us, recognize our efforts and create an environment where we want to come to work each day! When we want to come to work each day, productivity increases, customers are served well, and results improve…It just makes cent$!

Then there’s the flipside! Have you ever had a manager who…bullies, threatens, yells? Whose mood swings determine the workplace environment on any given workday? Who forces employees to whisper in cubicles or in hallways? Who talks about other employees behind their backs to you? Who micromanages? Over the past few months, I’ve heard more and more horror stories from people about their toxic managers. Is it a sign of the stressful times we are living in or are there just some people who are miserable to work for no matter what?

When I think back over my own career, I can name four who immediately come to mind! I got through their reigns of terror, and even though it was very challenging, I still learned valuable some lessons from them; namely, how not to behave as a people manager – of what not to do with the organization’s most valuable asset – the people who are really driving the business. What about you?
Call it what you want – poor interpersonal skills, unfortunate workplace practices, insecure people who have been miscast in their role, promoted to management ranks because of time on the job or because of internal politics and favoritism…Whatever the reasons, working for these managers is an uncomfortable, stressful and unproductive experience for most. All of which affect the results of the organization.

According to research, during difficult economic times, certain work situations foster toxic managers. Here are some of the reasons:
* When a company has gone through downsizings, pay freezes or other financial crises, negative management tends to thrive.
* When the emphasis is on get-tough tactics and turnaround, senior management often turns a blind eye to toxic managers as long as their numbers are good.
* Employees are less likely to speak up about these managers since they don’t want to sound like they are whining or risk their jobs in this shaky environment.
Contrary to what image is projected, all is not well if you have one of these toxic managers in your workplace. “It’s unhealthy, unproductive and will eventually undo HR’s efforts to create a healthy, happy and progressive workplace,” says, author Gillian Flynn.

So, why are some managers toxic? “The biggest reason is because it is tolerated,” says Lynne McClure, a Mesa, Arizona-based expert on managing high risk behaviors and author of Risky Business, a book about workplace violence prevention.

I’ve seen the tolerance for myself and agree with her – if a company has toxic managers, it’s because the culture enables it – knowingly or unknowingly – from the top down. Remember Meryl Streep in the movie, The Devil Wears Prada?

So, why should you and your organization care?
* At the very least, there’s the morale issue. Any form of bullying or psychological abuse over time can cause emotional damage or other health-related, stress issues.
* Toxic managers infect their departments like a virus spreading anger and depression, which shows up in so-so employee performance, absenteeism and turnover because employees are fearful or don’t feel appreciated.
* Toxic work environments can easily escalate into hostility, real violence, harassment and intimidation all of which can end up as costly legal hassles.
* The organization’s (internal and external) reputation will be damaged causing top talent to leave and others to deliberately avoid applying for work there.

Are you a "people manager?" What are your employees saying about you?

Bottom-line: Low morale, turnover, absenteeism, disengaged employees, and hostile work environments cost an organization a great deal of $$$$!

The ever-important partnership between the manager and the employees is a critical success factor for driving results in any organization. For more information on this topic, check out Chapter Four, The Equation for Success, in my new book…A Positive Workplace Means Business! It Just Makes Cent$!

Economic Turmoil = Opportunities

March is roaring in like a lion here in the Northeast! The huge overnight storm has already left up to 12 inches of snow around these parts. So, while this late winter weather (that we have no control over) creates turmoil at the start of another work week, it also creates opportunity to do some things inside today. Like catching up on blog postings!

The economic turmoil we are experiencing (which many of us did not create) also creates opportunities for (inside) growth and change, both personally and professionally. If you're like most of us, you feel that you have no control over what is happening. Well, looking at the big economic picture, that's true. We have minimal control over bailouts, stimulus packages, federal budgets, credit crunches, and the like. However...

It's important to think about what we do have control over during times like these. Rather than choosing a "doom and gloom," "woe is me" attitude, let's all try very hard to keep an "attitude of gratitude," one person at a time, to change our perception and maybe our immediate environment. What are you grateful for today?

About three weeks ago, I found myself feeling the weight of the world on my shoulders. With tv/radio/newspapers/Internet choosing to report very little good news and people around us rarely smiling any more, I literally said to myself, "That's enough! I've had it!" I decided right then to KEEP MY POWER and refocus on the positive in my life. How are we going to cope and continue to build our careers and businesses when we are focused only on the negative? We will miss some great opportunities!

Since then, I've decided to regroup and take the high road each day, in spite of the negative people and situations that are in all of our lives. Don't get me wrong, I'm no Pollyanna, who only sees through rose-colored glasses. Yes, there's a lot of fear and desperation out there. And we know that desperate times make some desperate people. The dark side of human nature can kick in during these times, leaving objectivity and good judgement on the doorstep.

Remember the book, "The Secret," and the laws of attraction? We get what we give...

At the beginning of each workshop and community college class I teach, both this semester and last, I ask everyone to share one positive thing that is happening in their lives. Some readily share, while many others struggle to find one thing. By focusing, they do come up with something! Let's start a new positive virus!

As we begin a new month, I invite you to join me - today and every day - in starting each day with an attitude of gratitude. Find just one new thing each day that you are grateful for and you'll soon see that you're attitude will change, your heart will feel lighter, your mind will be at peace and more focused. You'll notice more good things starting to happen...

Patience, persistence and positive...We're all in this together, so let's Power-Up!

Got Survivor Syndrome? 17 Symptoms and Behaviors

Downsizing, rightsizing, wrong sizing, capsizing! What’s going on? The final week of January 2009 began with horrible news for the job market, as over 71,400 more cuts were announced on Monday, January 26, alone. At least six companies from manufacturing and service industries announced cost-cutting initiatives that included slashing thousands of jobs.

As reported by CNN, more than 200,000 job cuts have been announced so far this year, according to company reports. Nearly 2.6 million jobs were lost over 2008, the highest yearly job-loss total since 1945.

Concerned as we are about those who were laid off, employees who survive a downsizing feel anything but relief. More often than not, they feel anxious and betrayed.

The painful feelings caused by its downsizing – sense of loss, fear, depression, mistrust and betrayal - aren't only experienced by downsized workers. These wrenching emotions are also felt by employees who survived the layoffs! I experienced job elimination twice in my career and it wasn’t fun! I also remember standing by many other times when my friends and colleagues lost their jobs and how I felt on those dark days and in the months to follow.

Talk to anyone who has survived and they may say something like this, “Just when we began to think our jobs were safe, they changed the rules on us. We didn’t know who was in charge, who we could trust or what we were supposed to be doing. The more unsettling it got, the less productive we became.” Talk about a toxic work environment!

Many employers try to manage these powerful emotions by justifying management decisions and downplaying the challenges ahead. This kind of response only fuels doubt, speculation, rumors, and cynicism rather than commitment and drive to move ahead.

Many executives think surviving employees are so relieved to still have a job that they eagerly get down to business. Nothing if farther from the truth! Often, any relief felt by employees soon is overwhelmed by a number of unpleasant emotions – pain, guilt, loneliness, depression, and job insecurity.

Typically, the work of those who have left the company is distributed among those who are left – the survivors. Add this to the physical and mental exhaustion that already comes from a “doing more with less” philosophy that is so prevalent today – because companies are better at downsizing people than they are at the workload – and you have an organization in crisis. You have a workplace environment that is driving employees and, ultimately, results, in the wrong direction.

Why are the needs of survivors being overlooked in the overwhelming majority of organizations? “Because there’s very little recognition that survivors have any needs at all,” says Harris Sussman, president of Workways, an organizational consulting firm in Cambridge, Mass. “But even if companies do recognize survivors have special needs, there is an ugly Catch-22 involved: Companies downsize for monetary reasons, and programs to help remaining employees cost money.”

That may be a good excuse, but it's a poor reason, in my opinion. Remember…who’s really driving your business? The people! If you don't spend the money to salvage something from the wreckage, your employees will resist any other organizational change effort you attempt. Worse yet, you'll never get the results that the restructuring was intended to get in the first place. “P2P” (people-to-people connections) must be kicked up a few notches!

Survivors need emotional support, extensive communication from management, clear-cut job descriptions and career management assistance for a downsizing to be successful. After all, the remaining employees are the only ones who can turn the company around to survive and thrive in years ahead.
If you or someone you know has any of these symptoms or demonstrates any of these behaviors, seek help at once!

Symptoms:
Insecurity about job
Fear of the unknown
Mistrust of management
Uncertain/doubtful of skills and abilities
Lack of loyalty
High stress levels
Low self-esteem
Feeling overly dependent on the organization

Behaviors:
Narrow-minded
Not open to healthy risk
Low productivity
Depressed
Increased absenteeism
Low morale
Loss of pride in the organization
Increased resistance to change
Acts of sabotage

Once again, it’s all about “P2P” – the people-to-people connections that either creates a positive workplace environment that engages employees and encourages productivity or creates a negative, toxic environment that does just the opposite. It all boils down to recognizing that survivors have special needs. Giving them the emotional support they deserve and communicating with them like adults is the right thing to do – for them and the organization as a whole.

A Positive Workplace Means Business! It Just Makes Cent$! ®

Stay tuned for Part II - Survivor Syndrome: What's A Manager to Do?

Happy New Year! Lemon Meringue Pie Anyone?

Well, we made it through another holiday season and into the beginning of another new year – personally and professionally. Ever the time for new budgets, new goals and, of course, our personal self-improvement resolutions! Before I continue, let me say that you are a terrific person who’s doing the best you can with what you have right now. It’s been a difficult few months out there for all of us and we need to remember that we will be fine…patience, perseverance, positive...

The wild economic ride and ensuing changes during the last few months of 2008 brought change and choices to all of us in one way or another with some more drastic than others. Whether it was change you chose or change that chose you, the effect can be draining on our personal power source. How are you doing? How are your employees doing? Have you asked them? Talked with them “P2P?”

January is also a time for personal reflection. As I approach another birthday (January 9), I don’t waste too much energy thinking about my chronological age! It’s only a number and I’m just glad to be here! I think of my Dad (Carl) who died in 1976 at age 60 and Mom (Jane) who died in 2001 at age 88. I inherited their deep faith, “positive attitude DNA” and their determination to make “lemon meringue pie out of life’s lemons.” There’s so much more to do…
Just like you, I have experienced life’s changes and choices – some I made and some that chose me - changes in residence, geographic relocation, divorce, single parenthood, job changes, job elimination, job betrayals, downsizing, kid’s coming and going, finishing my education while working full-time, elderly parents’ declining health, starting my business…and the list goes on. Some of you may have heard me say, “I used to be six feet tall, look what happened!” And now cap it off by saying, “I’m on the grow again!”

When life happens and a “perceived negative event” occurs, sure, I go through the stages of grief, anger, and the rest, just like you do. What I’ve learned to say (and believe), is “Everything happens for a reason.” I ask myself "what can I learn from this (adversity) situation? What do I need to do now to keep going? What’s out of my control?” Instead of burying my head in the sand just waiting for time to pass and playing the “victim” role, I take a lesson from Jane and Carl’s play book! Let the dust settle, think about what’s happened, the role I played in it, what I can do differently, pick up the pieces, pray a lot for guidance (the real Power surge), get moving and get to work! I give myself a “Power Surge!” What about you? Are you a “Power Surge” or a “Power Drain?”

Either way, You Are Your Own Power Source!

The Power Surge - Self-Empowerment – is relying on your own inner power and actively working through the adversity, which helps ease the pain and frustration. Positive Self-Talk and action are the antidotes for negativity and plant the seeds for success! The power to make your life anything that YOU want it to be is inside of you right now!

Power Up! Take Control! As we begin another year – both personally and professionally – let us remember that, in addition to setting new goals and understanding the financial aspects, effective leaders/managers understand the three key traits they need to possess to achieve results through people are objectivity, empathy, and self-awareness. It’s all about “P2P” and the importance of including in their high priorities, the employees – the people who are really driving their organization.

We know from history that economic downturns and recessions have tested the ability of leaders across the globe – in all sectors and in all industries. We learned that there are no easy answers! Including a “people strategy” (P2P) in your business plans is a wise move because, without them, the plans would not be fully executed.

Keep Your Power! Come out of your office; interact with your employees, your co-workers, your customers, your suppliers/vendors; increase communication; talk (face-to-face) with the people – they make your business work each day; seek their input; show your authenticity and human-ness! It’s all about “P2P”!

Your attitude and behavior have a direct affect on bottom-line results, either positively or negatively. Think about how you are affecting your employees, co-workers and the workplace environment…

Are you a “Power Surge” or a “Power Drain?” Either way, You Are Your Own Power Source!

Let’s “turn up the dimmer switch” in 2009! Lemon meringue pie, anyone?
Happy New Year!

A Positive Workplace Means...Laughter and Fun!

It’s hard to believe…it’s holiday time again! The time of the year when we can be a bit more light-hearted…right?

With all the right-sizing, wrong-sizing, down-sizing, cap-sizing and messages of doom and gloom in today’s world, many gloomy faces are present in the workplace. Changes in the financial services and credit markets and a roller coaster stock market over the past several weeks have created more anxiety than ever.

There is good news out there! “Change has come…” Barrack said, and as the transition of power continues, our president-elect and his new cabinet are being considered some of the most intelligent and experienced professionals to face and, over time, solve the many challenges ahead of them these next four years. During this time of transition and change, let’s remember to focus on patience, perseverance, positive…and, yes, let’s add, a couple more - laughter and fun!

As more and more changes take place, more and more stress may grip our faces (and those of our employees) causing smiling and laughing to subside and sometimes disappear. Are you feeling it? In spite of all that is going on personally and/or professionally, we need to remember to laugh, especially at ourselves! Maybe you’ve heard me say, “I used to be six feet tall; look what happened from so many years in the corporate world!” (Referring to my 5 feet 2 inch height) For the past few years, I’ve been adding a positive ending to that comment, “In my eyes, I’m six feet tall and on ‘the grow!’” A little fun, a little laughter…

How sad for all of us in our society and in our workplaces! We know that laughter is important to healing and controlling stress. However, somewhere along the line, we decided that laughter in the workplace, while fun, is trite and unproductive. Productive people don’t laugh at work. We must present a professional image of being in control! So “they” say…whoever “they” are…
Laughter means out of control. Your muscles relax, your face contorts; you gasp for air, and can’t talk. Dignified and professional is not the image you portray at that moment in time. But, oh does it feel good!

It’s hard to believe that as we laugh, we release anxiety and frustration and are better able to cope and enjoy things, but it’s true. And we don’t have to pay for laughter, flip a switch to turn it on, download it or have it constructed! It’s so simple – almost too simple to be a long term answer for feeling better!
Laughter, by the way, is not the same thing as humor. Humor is only one trigger for laughter, although a really good one. Other triggers might be tense or boring situations, absurd things happening at serious moments, embarrassment, or the uncomplicated, unsophisticated truth. Laughter is our body’s way of giving us a break from anxiety, frustration, and irritation. Without that release, we will grow increasingly serious and stressed. What a thought!

I have always been a believer of (appropriate) fun and laughter at work. Anyone who has ever worked with me will attest to that, I’m sure! In one of my other lives, I managed several bank branches for many years and no matter what location, I made sure that we had some fun and laughter every day. Here are some of the things the staff and I enjoyed doing: a 4:00 p.m. “coffee break” during the lull in the customer action on our late night every Friday (with coffee made and served by me to my employees); monthly “cook-in’s” where everyone brought their favorite dish to share for lunch; decorations for various holidays and sporting events; costumes (no masks) for Halloween; regular internal sales contests with a goody basket to select from; holiday cookie swaps; staff birthday and other milestone event celebrations, and much more… P.S. Employee turnover and absenteeism were practically non-existent, customers loved coming in to our branches…and brought us more and more of their business and referrals! These branches became some of the most successful branches in our region! A positive workplace means…laughter, fun and results!

Many articles, even dedicated businesses and websites on the subject, have sprung up to reinforce the issue. To give you some ideas…just google “fun at work” and see what happens!

For the pragmatic and logical people out there, you may be thinking: “What is the practical value of a fun workplace? How can we create a workplace that is both fun and focused on business results? Is it even possible?” You know my response – positively!

We do a lot of senseless things that are very funny! Have you ever thought about why we go to the gym to work out furiously but will drive endlessly around a shopping center parking lot looking for a spot closer to the door? Why we drink bottled water because it’s healthier, but we use it to wash down such things as hamburgers, french fries, candy, and buttered popcorn?

Think about some of the crazy, senseless things we do at work…Laughing at ourselves can lift our mood and erase a lot of frustration. A little chatter with colleagues can also really perk up a day. Take your breaks, talk with friends, take a walk, and laugh at yourself! What a stress buster!

The serious aspect of your work is a constant. If you can develop an appropriate, playful attitude for yourself at work, at the end of the day, you’ll have accomplished a great deal of serious work in a light-hearted way. You can leave for home with positive energy to spare. Wouldn’t that be terrific?

Americans are hard working people. We are famous world-wide for our standard of living, our openness, and our ingenuity. Wouldn’t it be nice if we were also known for our ability to laugh and for the resulting warmth and positive energy laughter would contribute to our work, business success, and our total way of life?

So with all of this being said, it seems to me that if we can allow ourselves and our employees more fun and laughter at work, we will all feel less overwhelmed and better able to do our jobs. An appropriate fun workplace environment will set an open, friendly tone for collaboration and teamwork. A healthy attitude, laughter and spirit of fun will help us enjoy our work, feel more positive about the organization and feel more connected to the people we work with each day. Laughter creates bonds and helps to forge the all important “P2P” connections and partnerships between managers and employees. Employees will want to come to work! Novel idea…

It’s proven…When you laugh, there is an increase in natural killer cells, a decrease in blood pressure, burnout disappears and you’re not stressed! You can slow down the frenetic pace you may be caught in and view things from a different perspective – from the corners of a smile -- where all things will seem more manageable. You and your employees may even become more engaged, more productive, deliver finer customer service and improve business results! And… even enjoy the holidays!

Give the gift of smiles, laughter and fun this holiday season…and watch what happens!

Patience, Perseverance and Positive..."P2P"

Change is good… for years that saying was one of my favorites. I even had it as my auto-reply e-mail message back in the corporate world until, one day, a colleague with a great sense of humor said to me, “MJ, if change is so good, why don’t you change that message!”

Well, I’m going to say it again today…Change is good! We’ve made it through the recent election process and I’d like to send good thoughts and positive vibes to our new president-elect, Barrack Obama. The “hope of change” in our country was evident in the over 130 million people who voted in this election! “Change has come…” said Barrack, and reality now sets in for our president-elect and for us. Our new leader and his cabinet have many challenges ahead of them these next four years. During this time of transition and change, let’s focus on three words: patience, perseverance, and positive…

In spite of what’s going on out there, as managers and employees, we, too, have many changes and challenges to work through in the coming months. We need to deal with our immediate reality – the stress and morale issues – in our own workplaces or in those of our friends and family. Since my newsletter, “Positive Energy,” was launched over a year ago, many readers have told me that they have become devoted followers of my “P2P” principle – the “people-to-people” connections. So, as devotees or new subscribers, now more than ever, I know you will be looking for positive, good news and ways to increase the “P2P” in your lives, decrease the stress, improve morale in the workplace environment - where, we indeed, spend most of our time!

With over 25+ years of experience in successfully managing employees in the staffing and financial services industries, during both prosperous and difficult economic times, I have learned that, as leaders and managers, we need to remember to stick to the basics of working with "people" - the employees, customers, vendors, boards, and, for some, shareholders. They are looking to us as a "trusted advisor and" we need to continue to earn that trust. Let’s remember to practice patience, perseverance, and positive…

How we model the proper behavior, maintain a positive attitude, acknowledge and manage their fear, provide information, options, service and solutions, will either heighten or diminish their trust in us and our organizations - and our bottom-line results. How well we or our employees have been trained do all of these things is a critical thought to ponder. The frequency and quality of training or retraining, on both hard and soft skills, is critical to performance management, retention, engagement, productivity and your organizational results.

I believe a “continuous improvement” philosophy needs to be part of our overall business plan and our “people” strategy. Typically, most organizations have a customer service strategy focused on attracting and retaining external (paying) customers. Many organizations provide on-going training/retraining to their customer-facing employees, especially for new hires. It’s important to remember that employees are also each others’ internal customers, and no matter what their position, need be given the tools, resources, and “P2P” training to perform effectively.

Did you know…Care of Our Internal Customers Just Makes Cent$!
· Untrained employees present a bad image for your organization/company.
· If your employees understand your product/service but cannot speak and listen to the customers, you will not be in business very long.
· If your customers don’t get the attention they deserve, they will take their business elsewhere.
· The same goes for your employees – the internal customers!
· Employee training is a frequently underutilized and underdeveloped method of customer retention.
· Most organizations/companies train their employees to do their job (the technical side, hard skills) but not how to interact effectively with customers (soft skills).
· Both are equally important!

The Training ROI - Return on Investment- Is Proven!
• Recent statistics* estimate that:
• If a company spends 2 – 5 % of its annual budget on employee training
it should realize about a 10% increase in net profit
• Organizations/companies with superior customer service and a loyal customer base can charge up to 10% more than their competitors.
• So if you train your employees to provide superior customer service, your net profit can increase by 20% - this is the business case for training.
* Beyond Customer Service, Richard F. Gerson, Ph.D.

If you’re interested in learning more about training ROI, there’s a terrific Workforce Management article titled, “The ROI of Employee Training and Development: Why a Hearty Investment in Employee Training and Development Is So Important.” http://www.workforce.com/tools/features/roi_employeetraining.pdf

Here’s one of the common questions most frequently asked, especially when budgets are tight: Is it really possible to "measure" the impact of employees' training and behavior changes? The answer is, yes, it is possible. Here are some thoughts…

Managers/leaders should be an integral part of any kickoff or rollout of training. They set the stage and context for the training, allowing the employees to understand its value to the organization before they even begin training. Training leaders also are vital in the behavioral changes after the training. It is equally important to educate them about the content and also provide them with tools to support on-the-job application. They may be called upon to reinforce and model the behaviors that the employees experienced in training.
The questions asked of the participants and those around them (peers, direct reports and managers) should reflect behavior seen/experienced before the training as well as after. A suggested rule-of-thumb is that we need to allow at least three months after the training to capture behavior change. The 360-degree evaluation tool is very common in the industry, and it also rates behavior. Let’s remember to practice patience, perseverance, and positive…

There are also many follow-up activities you can create that offer refresher training, practice labs and "lunch and learn" sessions. It’s always a good idea to have the employees involved in creating some of these interim activities as an opportunity for to use their creativity and reinforce what they learned. They will be more likely to complete the activities if they have helped design them.Finally, when possible, the performance management system should be used by your managers/leaders to develop one or more objectives that are tied to applying the learning over time and reviewed at regular intervals. We all know the saying: "If it doesn't get measured, it doesn't get done." Here’s another: “People expect what you inspect.”I’ll wrap up with two questions for you:
Ø When was the last time your organization invested in both hard and soft skills training or retraining for you and your employees?
Ø Does your organization have a "people strategy" that includes development?

As we move through these difficult times and continually assess our resources and operational processes, maybe, as managers and leaders, we need to first change our attitudes and behavior, get back to the “P2P” basics and understand the value of keeping the human resource – our greatest asset – at the forefront of our efforts. As employees, we need to be open to change, better understand how to manage our attitudes, be emotionally intelligent, perceptive, tuned in to successful conflict resolution, and demonstrate "customer service as an attitude and not just a department" mentality. Let’s remember to practice patience, perseverance, and positive…with ourselves and each other.

A well-respected senior officer here in the Connecticut banking industry recently shared his training philosophy with me... He said, "When we are faced with budget cuts, the first thing many organizations think of cutting is employee training and development. This is a big mistake...we need to train in the downturn and implement in the upturn." I totally agree...Thanks, Howard!

Now, more than ever, today’s workplaces need more “Positive Energy” and "Positive-Talk" to help manage the pace of change…improve attitudes, morale, engagement, productivity, customer service, the overall workplace environment and, ultimately, results. Investing time, effort and resources in “P2P” creates a more positive workplace environment for those who are really driving your business – the employees – and has a positive impact on results.

If you have friends, family, or colleagues who are struggling to stay positive in the workplace, please ask them to visit my website, www.posimpact.net, to sign-up for their free “Positive Energy” subscription.

Here’s more good news...I understand and am here to help you.

My “Positive-Talk” programs are available as one-hour, 90 minute, two-hour, and half-day workshops to meet your time and budget constraints to help you as we move through these difficult times into more prosperous times.

I understand and would like to help you prepare to “implement in the upturn” – it will happen! Change will come…and we will be fine. Patience, perseverance, and positive…

Change will come…and we will be fine. Patience, perseverance, and positive…

A Positive Workplace Means Business! It Just makes Cent$! TM