Bresnahan's Shorts* - July 2006

*Short topics

Customer Service

When dealing with customers, it is important that the customer gets the impression that you care about what you are doing and want to be there. In other words, take PRIDE in your work. This makes a difference whether it is a face-to-face encounter or over the telephone. The following tips excerpted from the “Customer Service & Retention” newsletter may help:

• Put yourself in the customers’ shoes. (What would you want if you were the customer?)
• Respond to requests with a can-do attitude. (Reflect it in an upbeat tone of voice.)
• Identify needs through attentive listening. (Ask questions of clarification when necessary.)
• Demand the best from yourself. (Remember when you start work you are “on.”)
• Enjoy what you are doing while delighting the customer. (If you don’t like what you are doing, you won’t do a very good job.)

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Crucial Confrontation

Confrontations are often uncomfortable, particularly for some. However, they can be very important at certain times. Joseph Grenny, co-author of Crucial Confrontations talks about mastering "crucial confrontations." He sites that productivity is between 20 and 50% lower than it should be because people do not confront poor performance, as an example. Organizational, political and trust problems are the root cause of chronic problems and they are either not confronted or not confronted well.

In 10,000 observations, he watched people raising high stakes issues with a more powerful person and the person had a history of defensiveness. The way it was done was effective and successful. It actually strengthened the relationship.

The skills included in a successful crucial confrontation were what and if. The right problem was selected (an example given was a behavior that occurred over a long period of time. The problem was not so much content as the pattern of behavior.) Next, emotions need to be controlled. Describe the gap between expectations and what you have. Make the change easy for the person. Finally, follow-up is important. Use the stay focused and flexible skills.

Confrontation does not mean that morale will take a hit. The honesty and straightforwardness are often appreciated. Don't threaten or get angry. Present the natural consequences. Think about the other person's point of view or insight.

Actually it is a way to build trust, respect, improve teamwork and morale. Remember, the power is always in the delivery of the message.

Excerpted from an interview with Joseph Grenny by Karen Elmhirst in HR.com

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Thoughts to Ponder

“Remember your dreams." - Maryanne Radmacher-Hershey

You can either complain that rose bushes have thorns - or rejoice that thorn bushes have roses.

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Factors for Unethical Behavior

Managers and HR experts say the leading factor that causes unethical corporate behavior is pressure to meet unrealistic business objectives and deadlines, according to a survey commissioned by the American Management Association (AMA) and conducted by the Human Resource Institute (HRI). The survey included responses from 1,121 managers and HR experts from around the world.

Respondents ranked the desire to further one's career and to protect one's livelihood as the second and third leading factors.

"Laws and regulations are, and will remain, the most influential external drivers of corporate ethics, but legislation is no substitute for the presence of leaders who support and model ethical behavior," says Edward T. Reilly, president and CEO of American Management Association. "Corporate leaders need to communicate ethical values throughout the organization, but they must do more than talk the talk in order to establish and sustain an ethical culture."

Respondents said that the single most important ethical leadership behavior is keeping promises, followed by encouraging open communication, keeping employees informed, and supporting employees who uphold ethical standards.

BLR HR ezine, Jan 26, 2006

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the Bresnahan Group Relocates

May was a BIG month for the Bresnahan Group. After many years of dreaming about it, we finally did it! We relocated to Albuquerque, NM. We are pretty settled and now are learning more about the business community here.

Never fear, with the gift of technology we can still serve you. Additionally, Mary will be returning to Illinois periodically to work with clients. With a little planning, anything is possible.

Should any of you be in “The Land of Enchantment,” be sure to call. Our new contact information is:

6620 Country Knoll Ct. NW
Albuquerque, NM 87114
505-922-1973
BresGroup @ 4u.net

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CEOs Inspiring

Of big company top executives, 13% think that strong ethical values are the most important leadership trait. A low number—and it is down from 20% in 2003.

Of the same group, 37% think the most important leadership trait is to inspire others. This information is from a Chritian & Timbers survey of 180 executives.

Seems to be a bit of a disconnect here. We would like to hear what your thoughts are on what the most important leadership trait is. E-mail us your thoughts at BresGroup @ 4u.net. We’ll mention the results in the next newsletter.

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Webinars

We are running quarterly webinars on “How to Find & Retain Your Best & Brightest!” The next one is "Communicating Expectations-A Two-Way Street" on July 27, 2006. Go to our webinars page for additional details.

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More Information

For more information about any of these topics contact us at 505-922-1973 or email BresGroup @ 4u.net.

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