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The last two weeks have been illuminating with the health care protests around the country. News reports on NBC, CNN, ABC and CBS all show people screaming at the top of their lungs rejecting health care reform.
Are they rejecting health care reform or are they preventing discussion?
Thomas Jefferson said “A little rebellion now and then is a good thing.”
I do know that at the town meeting I attended the speakers were not able to present any points of view. Each time a speaker started a statement, they were shouted down. This is not the best way to share ideas and make informed decisions.
What happens at your work place regarding communication in meetings? Have you ever been shouted down? Have you been prevented from sharing an opinion? Many times in team meetings we see evidence of the the prankster, the over assertive, or the manipulator behavioral style.
It is critical to have professional decorum in meetings. The best method to profits and productivity is sharing of diverse ideas. Some quick tips:
1) Use Elmo: Whoever has Elmo is the speaker. Ths allows everyone to have input without cutting people off.
2) Have an agenda that was shared at least twenty four hours before the meeting.
3) Follow a strict time line. Start on time, finish on time.
4) Discuss the most important items first.
5) Key members need to show up early. Have someone set up all meeting materials at least ten – 15 minutes before the meeting.
The key to growth, profits and productivity are having communication guidelines so opinions and ideas are shared. When employees feel their voice was heard, valued, even if their view was not they accepted plan of action, they become more motivated.
Contact Dr. Brian to assist with your teams communication and productivity needs. E-mail Dr. Brian @DrBrian@DrBrianGrossman.com for a free report on Listening.
I could hear the employees yelling at each other form the counter. “You’re an idiot!” “Why can’t you just put things where they belong, “Your generation is a bunch of losers!” As employees feel more stress and strain at work and home, simple reminders of professional communication standards can help drive profits.
This was at an office supply store with the staff getting my desk and lamp at a warehouse. How would you respond? What should I feel about the handling of my purchase?
Customers are listening more than ever. It becomes easier to spread the word about poor customer service. Customer service must be consistent with your employees as well as your external customers. How you treat your employees will be reflected in how your employees treat your customers.
Some quick tips:
1) Create consistent guidelines on how employees should express frustrations and conflicts.
2) Coach your employees in techniques they can use to express frustrations and conflicts.
3) Utilize communication scripts for employees to use in giving feedback.
4) Conflicts between teams should not be expressed when external customers are around.
5) Coach and train these techniques on a regular basis.
Employees should use “I” statements. “I think, I wonder if, It seems like.” Ask open ended questions. “How can this be done better, what do you need from me to get it right?”
Simple steps that reinforce clear communication will create an atmosphere of high productivity and motivation, When employees adopt consistent communication habits, they be used in thriving times and stressful times.
Contact Dr. Brian directly to get a free analysis of you companies communication and customer service needs.
Cable & cell phone rates just jumped. UP. The only competition appears to be Satellite vs. cable TV. My parents, senior citizens, fixed income are unhappy with their choices. Raised fees with little options. What about you and your parents?
We are required in the U.S. to pay fees associated with cell phones no matter what, and are charged when we want to switch services. Can you name another business that is allowed to charge a fee if you do not want to work with them?
I personally was on the phone with Time Warner and Verizon (Twenty minutes on hold each) about their raised fees. They both mentioned that in our area of California, we cannot change land line phone carriers or cable TV providers.
While I do not advocate illegal behavior, is it any wonder why people are hijacking cell phones? (Taking an iPhone and having it work with T-Mobile) In Europe, customers can switch cell providers at any time. No fees. My parents e-mailed the FCC along with 100 of their friends.
When customers and clients are denied options, they will create their own. That is a true free market intervention.
Why not have flexible customer service policies? What would it take to bend a rule to keep a customer? It’s not just a customer. It’s 100’s. My parents Tweeted, blogged and Facebooked. Verizon and Time Warner lost 150 customers to Dish network and T-mobile and Vonage.
Because I am a T-mobile customer, and T-Mobile clearly wants to grow, and they have flexible policies, they were happy to take my family and their friend’s and provide a discount.
What are your company policies? How are they serving internal and external customers? If I can help your leadership or communication challenges, please e-mail me at drbrian@drbriangrossman.com