Monthly Archives: June 2012

Trust – The Foundation of Effective Leadership

Trust is the foundation and framework of how we build any relationship. Establish trust with:

    • Words and deeds that are congruent
    • Willingness to admit mistakes
    • Following through on commitments
    • Recognizing ones strengths and areas for development.

Trust works like a bank account. You have to keep making deposits if you want it to grow. Each time you do something negative, you spend dollars. Do enough negatives due to lack of character or competence and you are bankrupt – and that’s the end of the relationship.

 

 

The four elements necessary for building trust are: Congruence, Openness, Acceptance and Reliability.

 

Consistent behavior is a powerful motivator.  To build trust it is important to identify the values that drive those behaviors. Here is a list of actions that leaders should take to demonstrate each element of trust in their daily activities

 

•     Congruence

•          Straightforwardness

•          Honesty

•          For example: having clearly defined and agreed behavioral standards

 

•     Openness

•          Receptivity

•          Disclosure

•          For example: openly share information and opinions

 

•     Acceptance

•          Respect

•          Recognition

•          For example: encouraging and supporting each other

 

•     Reliability

•          Seeks Excellence

•          Keeps Commitments

•          For example: taking ownership of their jobs

 

In summary, there is no question that trust is essential to being a great leader and developing a culture where people are engaged and committed to the leader and to the organization.

 

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com

Info Exchange – Organize Your Mind, Organize Your Life

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book, “Organize Your Mind, Organize Your Life” by Margaret Moore.

Is your head spinning? You’re not alone. According to Margaret Moore – co-author of Organize Your Mind, Organize Your Life – work, family, and worries about the world at large keep many of us in a state of constant disorder. Margaret Moore says, “Stop the chaos with these simple steps:”

  1. Tame the Frenzy: Think about what has enabled you to be productive, creative, energized, calm and organized in the past. Maybe it’s going for a run, building downtime into your day, talking to a friend – incorporate these back into your life.
     
  2. Sustain Attention: Imagine there’s a spotlight in the middle of your forehead, kind of like a third eye. That’s your attention, and you shine it on things. Strive to focus on one activity at a time, not only at work but in other areas of your life as well.
     
  3. Mold Information: Your brain has the ability to hold a bunch of thoughts in its short-term, or ‘working,’ memory. You can improve your ability to harness your working memory by exercising, getting a good night’s sleep, writing things down, and listening to divergent points of view. These things go hand in hand.
     
  4. Apply the Brakes: You need to be able to focus wholly and maintain that focus. But you also need to know when to stop. Doing so creates space for ideas to emerge. Make time for this to happen in your life.
     
  5. Shift Sets: Distractions aren’t inherently evil. The problem with them is that they tend to grab hold of you without you even knowing it. Rather than mindlessly following distractions, think about the pros and cons of changing your focus and make a decision to do it or not. If you switch gears, let go entirely of what you were doing and move your full attention to a different task.
     
  6. Connect the Dots: Set aside some time to think. Ask yourself, ‘What is the state of mind I need to create in order to move through this frenzy?’ It’s different for everyone. Picture what you need to be resilient, productive, and creative in turbulent times. You can apply this mindset of productivity and focus to anything. When you really use all of your brain it does beautiful things.

As you organize your life and focus on your organization, contact Loyalty Factor for a strategic assessment, feedback on how to drive employees to new levels of profitability, and coaching programs for others that may need guidance and direction!

 

Formulating and Executing a Vision

Great leaders move people powerfully, passionately, and purposefully.  Nothing does this better than outlining a compelling vision for the future.  People want to know where they are headed and what the plan is to get there.  Vision does this!

 

Vision expresses where you are going.

 

Vision is what brings your employees to the dance floor.  It is a clear picture of the future used to inspire people.  At the same time, vision is not rambling paragraphs that include all the buzzwords du jour.  That is NOT a vision.  It is simply a long paragraph no one will remember.  Instead, compelling visions are a clear, concise statement that motivates and engages people.

 

Examples of Inspiring Vision Statements:

 

  • If you have a body, you are an Athlete.

 

This was an original vision statement of Nike, coined by Nike co-founder Bill Bowerman.

 

  • We bring humanity to the air.

 

This was a vision statement shared in a JetBlue letter to shareholders several years ago, and it remains firmly entrenched in the minds of JetBlue employees.

 

  • To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.

 

This is the mission statement posted on the Starbucks website.  However, I see it as a great vision statement because it is not talking about how much coffee the company is going to sell. It talks about the picture painted when employees do their job right.  Starbucks has known for a long time their company is not selling coffee, but rather selling an experience.  They are a haven in the middle of a busy day.  Starbucks wants to inspire and nurture us.  Guess where this vision needs to resonate?  With the people making your Grande latte.

 

Find a challenge employees can relate to.  No matter the size of your business, you have to infuse that vision throughout your organization.

 

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com

Info Exchange – Full Engagement

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book “Full Engagement!” by Brian Tracy.

Inspire, Motivate and Bring Out The Best In Your People

As a manager it’s your role to achieve the highest possible return on the physical, emotional and mental efforts your people put forth. It’s not just a return on investment … it’s a return on energy.

The big question: How are you supposed to light a fire under each employee when studies find that most of them are working at only a fraction of their potential?

Full Engagement! provides the keys to unlocking not just the hidden drive and abilities that exist within every one of your people … but also your own.

According to Robert Half International, the average person works at about 50 percent of capacity. Because of

  • unclear job assignments,
  • lack of priorities,
  • poor management and direction, and
  • lack of feedback.

The average employee wastes 50 percent or more of his or her time in activities that have nothing to do with the job.

Napoleon said, “There are no bad soldiers under a good general.”

 

Here’s the lesson: The way you treat people, what you say and do that affects them emotionally, is more important than all the education, intelligence or experience you might have at doing your job.

 

People are 100 percent emotional. Human beings decide emotionally and then justify their decision logically. Everyone agrees that the most powerful single motivator is the “desire to be happy.”

Here are eight ideas that you can apply to create a peak performance work environment and to ensure that each person makes a maximum contribution to your company:

  1. Smile. It helps others to smile.
  2. Ask people questions. When you express a genuine interest in other people, it makes them feel valuable, respected and important.
  3. Listen to them. Listen attentively and empathetically when people talk to you.
  4. Be Polite. Treat them with respect for their talents, intelligence and accomplishments.
  5. Say “Thank you.” For everything they do, small or large.
  6. Keep people informed. Communicate, communicate, communicate!
  7. Encourage improvement.

Treat your employees like volunteers. As if they were working for free.