Tag Archives: Work

NEW YEAR RESOLUTIONS

I am not sure as to how many of you have made New Year resolutions in the past, I certainly have. Did you stick to them? Did they work out for you? Invariably they don’t as time goes by they somehow seem to lose their importance to you.

To have a true resolution you have to think about it, and get it sorted in your head before you even start to commit to it. It is like setting an outcome or a milestone in your life – are these outcomes really what you want? How will you maintain your determination to achieve them? What will you do when you have achieved it?

I have heard people say that they wanted to lose some weight, as they want to look good on their beach holiday. They then set themselves a target to aim to lose 14lbs or 6.35kg. They then start to eat better, cut out certain foods, take more exercise. After a week or so they jump on the weighing scales and deflate themselves as they are nowhere near losing those 14lbs. They are setting themselves up for not reaching their goal – as self doubt creeps in and de-motivates them.

If you look at it in another way, 14lbs or 6.35kg is the target, when do they want to achieve that weight loss? Let’s say they start it on 1st of Jan 2017 and I want to be 14lbs/6.35kg lighter by the 30th of June – which is 6 months. So by doing the math 14lb over 6 months is 2.3lb or 1.06kg’s every month. Here in the UK a standard bag of white sugar is 2.2lb or 1kg, to some they will see an image of the bag of sugar and then start to think this task is not achievable.

A change of Mind Set is key at this point:-

Target by Month (6) = 14lbs is 2.2lbs or 1.06kg to lose per month

Target by Weeks (26) = 0.54lbs or 0.24kg to lose per week

Target by Days (181) = 0.08lbs per day or 0.04kg to lose per day

When looked at in this way, it is very achievable.

So by changing your Mind Set around your Outcome – makes your Outcome a very real possibility. 

Have a Great Day

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TRUST IS THE NEW CURRENCY

trust

When you meet someone for the first time, you may think that you have met them before and/or you just get on so well. The conversation flows, you give each other ‘room to talk’ through a new found sense of respect for this new person. You exchange business cards and you know that you will speak to this person again.

This arises from creating rapport, at what is called a deep structure. Forming this deep rapport can be challenging with someone who does not come across as credible or trustworthy. They may know their market backwards, and yet there is something about them that stops you from fully engaging with them. This is your sub conscious mind protecting you, as it is saying check this person out further!

A recent study published by the Max Planck Institute for Evolutionary Anthropology has found that Chimps also have the ability to form a deep trusting relationship with another Chimp based on Trust. Their research found that certain Chimps only shared tasty food with other Chimps that they had a trusted relationship with. As they knew that trusted friend would reciprocate by sharing their tasty food. In the case where there was not a trust based relationship each Chimp decided to dine alone. This has confirmed that these trusting Chimp relationships resemble Human ones.

In the business world you also need this level of trust to form a relationship between buyer and seller. By gaining this ‘New Currency’ relationships and growth will become stronger. As you read this, you will start to remember your business relationships and how they formed. I believe you will find they are based on this ‘new Currency’ of trust right from the start.

If you are keen to understand that other person in your business relationship, then you may consider contacting me, the benefit of this, is that I can give you some solutions on how to achieve your Outcome.

Have a great day.

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RECOGNISING FACTORS OF STRESS

what do you want me to do
I have been very humbled by the comments and emails I have received about my Blog about stress and its challenges. There is one overriding theme through these communications. How does a person realise they are stressed or not? Remember stress is an essential part of Humans functionality. This part is good as a reasonable level of stress does work for us, not against us.

However when these levels get too much, our minds go into overwhelm. This in itself creates what some might call ‘irrational behaviour’. This may not be recognised by the individual concerned. It is easy to say – recognise and deal with it – not so easy when you are immersed in it.

Apart from the obvious indicators or stress such as , levels of low energy, irritation with others, anger about stuff in general, possibly leading to a withdrawal into a ‘personal world’ almost cutting yourself off from others both and work and socially. We all have what I describe as trigger points that will spark a reaction from this person. These trigger points vary from person to person as each set of circumstances are different. Here is a small list of what for some are those trigger points. Have a look at these and read them with an open mind. Some of them may strike a chord with you, a co-worker or close friend. As we all know stress can and does have very serious effects on a person’s quality of life – and life itself.

Alcohol/Tobacco
In my experience as a Coach, I have come across some people who call for a drink on the way home from work. However in some circumstances one drink will lead to two and maybe more. This person might then end up in court on a drink driving charge, involved in an accident hurting themselves or another innocent person. In fact they might have another drink when they get home.
The same thoughts apply to smoking. There are some people who ‘eat’ cigarettes; they go through 2 or 3 packs a day. Not only is it expensive, and they are damaging their health as well. The alcohol and tobacco elements become this persons ‘comfort blanket’ – their ‘feel good factor’.
Does this sound familiar to you?
Do you have a drink because the bottle is there?
Do you light up that cigarette, even when you don’t want it?

Anger/Frustration
I have also coached people who are fine at work. They perform their job well; they are liked and respected by their peers. However when they get home the family bears the brunt of their stress and frustration. The slightest little thing will cause a person to raise their voice at their other half. I have come across examples where a person walks into the house and steps on a toy – Boom – World War 3 has started. There are some people who have very heated discussions as to who has the TV remote. Something as simple as this can escalate into a very serious situation. Sometimes this type of interaction could lead to physical harm to one or both parties.
Does this sound familiar to you?

The ‘Bedroom Department’
The ‘Bedroom Department’ is seldom talked about. There are times when a person (Male or Female) has not been able to make love to their other half in the way they used to. This is not just a male issue. This in my experience can affect both men and women. In most examples that I have come across, the very fact that they cannot make love brings an added level of stress on top of the existing one. Another factor comes in to play here. Which is a person’s Ego. Like excess alcohol consumption, drugs, unacceptable behaviour at home and the office and the ‘Bedroom Department’, become a Taboo subject or subjects.
Do you have a Taboo subject?

Work Related Issues
Work related stress is one of the most common causes of raised stress levels. If you work at a Company where there are the usual levels of stress – then that is good. This is a Company that does not makes totally excessive demands of its work force. There are structures in place such as your job description is clearly defined. The Company empowers and trains you to complete your allotted tasks. It will have work schedules that are achievable and realistic and challenges you in your current role.
On the other hand, you may experience bullying, unrealistic time pressures, overbearing supervisors and senior staff, no or very little training, travelling to work, redundancies, down sizing and maybe having to work overtime to make a decent wage. These are just a few examples – I am sure that you can think of a lot more. I do not have a ‘silver bullet’ for the examples above. However, in most countries that I deal with there are Company policies and National legislation in place to protect workers against such actions and anti social policies.

If you are involved in your Companies downsizing policy – then see it as an opportunity to seek a role elsewhere. You will have skills and experience that are transferable to another employer. All is not necessarily lost, even though it might feel that way at the moment. Focus on what you want in the future – is what you are doing and having to experience getting you there.
Do you have an Action Plan to get what you want?

Do Not Become A Statistic
I was once a Police Officer in the UK. I was working in the gaol area one night when a guy was brought in under arrest. It turns out that he was arrested on suspicion of Burglary. He was an articulate man, well spoken. Not the usual type of person that a gaoler is used to processing. Once he had been placed in a cell, I did my rounds. After 30 minutes I checked on him to see if he was alright. I got a lot of attitude from him, he thought I was judging him. As I was on the other side of the cell bars to him.

He went on to say that he was a former Company Director with a 6 figure salary, Company Car, Health Benefits, the full works. He was then let go by this Company – and could not face going out in the job market for fear of failure which stressed him enormously. The only way he thought he could feed his family was to rob houses. Which thankfully he was not very good at. He made the point to me, that, I could be on his side of the bars if I make a wrong turn or decision in the future.
Do you know that conversation has stayed with me since 1982!

You are not alone, call me (+44) 0799 099 1103

richard@saxtonpartners.co.uk

LR10aa

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DEALING WITH STRESS

suspicion
Since my last post on recognising stress. I have been asked if I have any more tips on dealing with stress. Here are a few more of my thoughts, They may not tick the box for all of you reading this. However it might help you to create your own strategy – after all if you ‘own’ the strategy, then you will have more change of success. If these do tick the box for you, then start that change process – NOW!

If you look at my previous blog, the main thrust of it, is that someone has a need to recognise the symptoms that are actually stressed. This in turn will then enable that individual to make two choices. Address the stress or simply get on with it. Remember me saying, that we all need a bit of stress to make us function as Humans, to create and achieve our goals for ourselves and our loved ones.

There are some simple things you can do to de-stress yourself:-

1.) Exercise.
This might take the form of joining a gym. When you do go, work at your own pace, do what you want to do. Be yourself and work to your needs not the people around you. Or simply put on your coat and go for a walk – whatever the weather.

2.) Take a snap shot of your life.
Simply look at some of those things that could be causing your stress. A sudden shift by you will not be sustained, as you will revert back to type in time. A small shift on a regular basis is all you need. Remember that phrase “If you do what you have always done, you will get the same result.” Therefore if you don’t tackle stress – you will still end up feeling stressed.

3.) Me Time.
When do you ever have ‘Me Time’? This is very important as you can give yourself some quality ‘Me Time”. By the very fact you are assigning yourself this time – will give to yourself a huge feel good factor. ‘Me Time’ can simply mean listening to music, going out with friends and/or socialising, or doing a bit of mediation or reading.

4.) Give yourself a Challenge.
You might decide to enrol at College and do a basic language course 1 evening a week. If this challenge is a physical one – this will tick this Challenge Section – the ‘Me Time’ Section and the Exercise Section. A win – win – win.

5.) Accept the things you cannot change.
This might be the most challenging aspect. Some things are completely out of our control, there is nothing we can do about them. So why stress about it? Accept the fact and work with it.

These are just some ideas to ‘kick start’ your thinking. If you want me to help you think through your new way of thinking – simply contact me via this blog.

This is your life – your body – your mind. You owe it to yourself to ‘own it’.

Have a great stress free day.
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Customer Service – How is Yours?

I came across an article by Pat Lencioni of The Table Group about customer service. I thought I would share this with you as I it highlights what a Companys perception of Customer Service is compared to what it actually is.

The Dangers of Dishonest Marketing
Summer involves a lot of air travel for me, and so I suppose I get inspired, or provoked, to address my airline frustrations and relate them to leadership and management. But the purpose here is not to complain about bad service.

That’s not to say that the flight that stimulated this essay featured good service. It didn’t. It was one of the big, legacy air carriers, and even as we were boarding the flight attendants made it clear that they were not looking forward to our disruptive presence in their workplace. But I’ve grown somewhat accustomed to that, so I wasn’t particularly upset by the situation.

What made this experience particularly frustrating was something that happened even before the plane took off. Just before the safety briefing, a video was shown featuring the CEO of the airline, who warmly greeted passengers and proudly announced that customer service was the hallmark of the airline, and that it always has been.

Really?

It got worse. Next we watched short clips of smiling employees – flight attendants, customer service agents,
pilots – declaring that everything they do, the reason they work, is to make customers happy. It was surreal and, frankly, insulting.

As unpleasant as this was for me and the other passengers, I think the most uncomfortable people on the plane were the flight attendants who had to stand there and watch themselves portrayed in a way that did not generally reflect anything close to reality. Whether they were ashamed of themselves or disgusted by their leader, I don’t know, but either way it was awkward.

Anyway, once I got beyond my initial reaction to all this, I came to realize that there are two lessons to be learned here. First, leaders should not use marketing to address an issue that is more fundamentally related to organizational health. This only masks the problem and prevents the organization from addressing it at its core, which almost always starts at the top.

Second, leaders who do this throw gasoline on a fire, making a bad situation even worse. See, there is something far, far more maddening than experiencing poor service: being lied to about that service and having your intelligence insulted. I am not proud to admit that I had a very visceral, bitter attitude about that CEO at that moment, and I think his flight attendants did too.

Frankly, I would have preferred if he had come on the video and explained, “Ladies and gentlemen, thanks for flying our airline. Though we say you have a choice, these days you probably don’t as we may be the only airline serving this route at this time of day. And I know all too well that the service you get when you fly with us is inconsistent, if not unfriendly. Unfortunately, for a lot of reasons that I can’t go into here, it’s difficult for us to get rid of surly flight attendants, and for that matter, reward the really good ones. But I hope you’re fortunate to have a really good one today, and if not, I hope the overall experience isn’t too unpleasant. And please know that we always do our best to make the flight safe.”

I would have stood and applauded. And you know what? I think that kind of honesty would actually do more to provoke a cultural change at the airline by making the less friendly flight attendants not want to be seen that way.

Okay, just as I was finishing this essay, I arrived at my destination city and checked in at a big airport hotel. My colleague and I were greeted somewhat unenthusiastically by a young woman at the check-in desk who was wearing a ribbon emblazoned with the word “WOW” on it. We asked her what it meant and she told us, a little hesitantly, that it had to do with providing customers with great service so they would say ‘wow.’

As she explained this, another ribbon-wearing employee was standing next to her, doing nothing. She neither smiled, looked up at us, nor asked if she could help my colleague check-in. I can only imagine what must have been going through her mind as she listened to our conversation and decided not to engage.

Again, the point here is not to be harsh on these particular employees. Like flight attendants and the rest of us, they have their stories and their challenges in life, I’m sure. The point is that leaders of organizations only make their problems worse when they use gimmicks and marketing programs to convince customers that they’re good at something that anyone with eyes and ears knows they do poorly.

Of course, what these companies need to do is address the underlying cultural and operational issues at the heart of their service problem. And if they ultimately come to the conclusion that they shouldn’t or can’t invest in improving service – which might be justified – then they should focus on touting their real strengths and stop insulting their customers and employees by making preposterous and unjustified claims.

Ultimately, people want honesty, clarity, and even vulnerability from the companies that serve and employ them. And I’m convinced that they’ll reward those companies for it. Heck, maybe the woman at the hotel should have said, “Hi. We’re not the Ritz-Carlton, but the rooms are clean, we don’t have bedbugs and there’s free wi-fi. That’s all you really need for the money you paid, right?” Okay, that may be unrealistic, but I swear it would be better than the “WOW” ribbons.
Yours,
Pat Lencioni

I agree with Pat on all the points he raises here. We have all put up with this type of thing in the past. Maybe it is time for a change.

Have a great day.

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Customer Service – How Do Your Clients See Yours?

I came across this story recently about customer service. You may have read it before, so bear with me. The story itself will make you think.

The story is set in the USA, where someone purchased a new $70,000 BMW car. He chose the colour and a few other things in line with what he wanted for this vehicle. This chap was a non smoker – so he ordered a coin holder to replace the ash tray. When his car was delivered, he was disappointed that his request seemingly had been ignored – as the ash tray was still in the car – not the coin holder that he had ordered.

He called the garage and asked if they would post to him the coin holder and he would simply take out the ash tray and replace it with the coin holder – quite simple. Not according to the garage as they insisted that he called into the showroom. This was inconvenient for him as it was 60 mile round trip.

In the short term he thought – to heck with it and got on with a few jobs in the house. Which gave him time to think. Why did they not give me what he wanted? What he did then was to call Mercedes, Lexus, Rolls Royce and a few other prestige car distributors. He put his current scenario to them – they all replied that would have put the coin holder in the post as it was their mistake in the first place, and, it was only right that they put it right.

Armed with this feedback from the other car dealers. He rang the original dealership where he had bought his car from. Told them exactly what the other dealerships had said – and, gave them a piece of his mind. Once he finished the call, he put down the receiver and had a coffee. About 30 minutes later there was a knock on his door. He answered it and a young mechanic gave to him a coin holder for his car.

“It’s amazing that I had to call you and tell you what other people would do just to get BMW to take some action and get out here.”

To which the mechanic replied;

“I can understand your frustration – but, I’m not from BMW I am from Lexus.”

Which begs the question – What do you do for your clients or potential clients?

For my part in Saxton Partners as part of our Executive Coaching, Mentoring and courses – we offer:-

Resource Library – A full use of our resource library, which includes books, CD’s & DVD’s. These are loaned out to whoever needs them.

Follow Through – We follow through with them after their Executive Coaching / Mentoring sessions with appointments in the diary and action points that they have to complete.

Phone Support – I am always at the end of my mobile phone. If I am coaching when they ring – I call them back. My phone charges up overnight on my bedside cabinet. So if any of them need me – they can get hold of me. Although offered as part of our service to clients, this has never happened – however they know they can get hold of me. That is enough to put someone at ease, when they are going through some change in their lives either personally or professionally.

Action – When I say I will do something for them – I do it. Even if it just a quick phone call to see if they are ok – or to email them a paper that I have written on a subject that they are interested in.

The above are just a few things that we offer ‘over and above’ what is expected or demanded from our clients.

This ‘added value’ is very important to both current clients and prospective clients. With the latter you are giving them an experience of dealing with you – even though they have not committed yet, to doing something with you.

If you are interested in Executive Coaching, then take action; just contact me, that way we can make it happen.

Have a great day.

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