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An Organizational Workplace Conduct Assessment

1) Is everyone in your company aware of your company’s workplace conduct guidelines?
Yes
No
Unsure

2) Do all employees know what can constitute a hostile work environment?
Yes
No

3) Do all employees know the difference between quid pro quo sexual harassment and hostile work environment harassment?
Yes
No
Unsure

4) Is there a written and publicized policy for reporting workplace conduct violations?
Yes
No

5) When reporting a workplace violation, is there a defined process that is in place for investigating?
Yes
No
Unsure

6) Are egregious behaviors swiftly dealt with in your company?
Yes
No

7) Is your HR department highly regarded in terms of trust and integrity?
Yes
No
Unsure

8) Is upper management fully committed to a harassment free workplace?
Yes
No

If you’ve answered “No” or “Unsure” to any of the above questions then check out Common Decency®, our award-winning workplace conduct program.

 

The Value of Leadership Assessment Centers

Organizations, both small and large, are in the business of attracting, developing and retaining leadership talent. They continually ask the question, “Do we have the right talent in the right place at the right time?”

Leadership development is vitally important but, oftentimes, organizations don’t know how to handle it effectively. The key is to have a system in place to ensure that organizations can answer the question affirmatively, such as an effective succession plan. Such a system begins with identifying key talent, or those employees with high potential, in an organization. The talent is gauged by assessing individuals against the key leadership competencies vital to that organization or vital to a specific leadership role within the organization. Once those key individuals are identified, the next step is to determine the development plans necessary for those individuals to progress to more responsible leadership roles.

An effective method of assessing individuals against key leadership competencies is to conduct a leadership assessment center, which consists of a series of timed activities that may include interviews, simulations, and exercises designed to predict how well participants will perform in a specific role. Assessors independently observe, review and assess the participants’ actions and behaviors in each of these activities and then collaborate to provide a rating on each competency, together with a narrative on how the participant performed. The assessors then provide feedback to each participant on their performance relative to the competencies assessed and also provide a summary report to senior management.

A combination of well-designed exercises and the use of independent, objective assessors to gauge competency proficiency in a leadership assessment center is a win-win for both the individual and the organization. This combination, done effectively, yields a fairly accurate profile of the individual who, oftentimes, confirms the results. Together, the participant and assessors can highlight strengths and determine development plans for competencies needing improvement.

The leadership assessment center is a powerful tool that can provide both the individual and the organization with some answers to the question on what it takes to progress to a higher level of leadership.

Learning Dynamics has over 25 years of experience designing and facilitating leadership assessment centers. For more information, visit us at www.learningdynamics.com.

Enhancing the customer experience. Focus on a quality conversation, not just quantity.

Many customer contact centers are being challenged with enhancing the customer experience while at the same time managing their call volume and statistics. Reduced customer loyalty and expectations of high levels of service are becoming the norm. Our experience in working with customer contact centers has shown us there are three things to consider:

1. Determine the real reason for the call. Representatives fall into what’s called “automatic listening” as they hear a customer issue. When a representative thinks they know why a customer is calling they tend to jump right to the solution. Without knowing it, they may be cutting off the customer conversation leaving the customer feeling they haven’t been heard or valued. Even though they may have heard the issue 47 times this week, it is the first time for the customer. It is crucial to ask probing questions to gain a clear understanding of that specific customer’s situation so the customer feels like they’ve truly been heard.

2. Restate the issue. When you have to sign for a package, it indicates delivery. Communication happens the same way. The customer needs to know their communication has been delivered. One way to do this is to restate the customer issue. In general terms, restate something the customer told you so they know they’ve been heard and their communication has been delivered. You don’t have to restate every word of their story, just pick some highlights. I usually start with “So if I understand you correctly…” or “It sounds like you…” , then I restate their concern. If you’re off base, then it gives you the chance to clarify the issue before jumping to a solution.

3. Solve the problem and ask the key question, have I resolved the reason for your call? One way to track customer experience is to measure first call resolution. When a customer has to call in a second or third time, studies show the call actually takes longer to complete. The customer usually provides more and more detail while they vent their frustrations making the call take longer and more upsetting for everyone which ultimately ends up with reduced customer loyalty. It is easy to set up a tracking field or tick mark system to track your progress.

Customer experience is a differentiating factor for business. If you want to learn additional approaches, call us at 203.265.7499 or email bwalker@learningdynamics.com.

Learning & Development is More than a Class

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When our Consultants at Learning Dynamics meet with clients to discuss training initiatives, we always start by asking what the client wants to accomplish. Combined with a thorough understanding of the current conditions within the client’s company, sometimes down to the individual employee, we make recommendations that go beyond training alone. Here is the story of one client engagement that called for much more than instructor-led training.

Our client was a small specialty healthcare organization, and it saw some need to improve performance in its patient contact center. The department was made up of contact center agents and a supervisor tasked with training them, monitoring performance, coaching, and delivering on revenue objectives. Senior management’s opinion was that their people could be doing more.

Learning Dynamics engaged in a detailed review of the workflow, the talent, and obstacles to success. By bringing in a Consultant with contact center management as well as learning and development experience, we were able to identify several opportunities to help. Our proposed solution included instructor-led patient service training, follow-up written training materials (Learning Dynamics Skills Sharpeners), and performance coaching for the supervisor. Significantly, our solution also included developing a call monitoring and evaluation tool so the supervisor had a standard process and criteria to evaluate performance.

The process of creating the call monitoring tool was itself revealing. Our Consultant sat with the supervisor, listened to recorded calls, and identified immediately some opportunities for improvement. One issue – extended and unnecessary hold times – was addressed immediately. The tool continues to be used for agent coaching and has helped produce great results.

This engagement also allowed us to demonstrate flexibility to respond to the client’s needs. Toward the end of the coaching period, a senior manager identified agents’ time management and prioritization skills as needing further development. Knowing that pulling all agents off the phones for a long class was not practical, we created a 45-minute webinar, delivered before the contact center opened for the day, that delivered the essentials of what the agents needed. The feedback has been terrific.

This story is just one example of our ability and willingness to collaborate with our clients to customize a solution that meets your organization’s unique needs. Connect with us today to start the conversation about Investing in People™.

Call 203.265.7499 or email jdemaio@learningdynamics.com

Training can be an Antidote to Workplace Violence

In today’s volatile world, workplace security has become even more important. Progressive organizations realize that workplace violence could happen within their organizations and take steps to ensure that their employees are prepared.

One of the strategies that has proven helpful is providing training, especially to managers and supervisors. This training helps managers and supervisors recognize and respond to potentially harmful situations in the workplace.

In approximately 70% of the incidents we read about, there were warning signs. In some instances, these warning signs were not recognized and/or responded to. Effective training can raise the awareness of these warning signs.

Sometimes, reprimands, poor performance reviews, terminations and layoffs can turn volatile and lead to workplace violence if they are not handled properly. Also, a growing number of domestic situations spill into the workplace. Workplace violence training needs to address how to best handle these situations.

Workplace violence preparedness training also needs to remind managers and supervisors of being aware of suspicious individuals (“malicious intruders”). If something does not seem right, trust your instincts and contact Security, HR, your EAP, or even 911.

For more than 20 years, our “Safe and Sound” training program has been used to help keep organizations safe.
http://www.learningdynamics.com/training-safe-and-sound.htm

Coaching Virtual Teams

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Because of globalization and business projects that often span across the country or across the globe, coaching virtual teams can bring its own set of challenges. Here are some guidelines for effectively coaching a virtual team:

1. Develop a common focus or purpose that aligns with the organizational goals. This includes clarifying tasks, processes and milestones to ensure team and individual accountability.

2. Create a unique identity for the entire team such as a special name for the team, a logo, or a Facebook page that defines the overall team purpose.

3. Establish communication guidelines for the team. Be clear and disciplined about how the team will communicate given the dispersed locations of team members. For instance, holding team meetings at the same day and time each week provide some structure for all team members.

4. Establish frequent individual connections with each of your team members to show your engagement and involvement with them as individuals. This could include using Facetime or Skype to communicate with them.

5. Provide constructive feedback both to individuals and the team through regular virtual coaching sessions. Holding regular virtual team building exercises keeps the team engaged and helps to create a productive and fun environment.

6. Clarify and track individual and team commitments through project management software like Basecamp, Work Zone and Wrike , so everyone on the team can see how their efforts link with the rest of the overall project.

7. Be available after regular business hours for questions or concerns. Different time zones make this critically important.

Remember, coaching virtual teams brings both challenges and opportunities to connect in different ways. Effective coaches understand that frequent communication is critical to the success of the team and its goals.

Learning Dynamics’ popular “Managing Virtual Teams’ webinar expands upon these topics.
http://www.learningdynamics.com/training-ManagingVirtualTeams.htm

Servant Leadership

Now Can Be the Time for Servant Leadership
by Vice President Bill Florin

You want to do the right thing for your people, being there as a resource to help them do their best work. You want your team to be open, honest and engaged. Maybe you are trying to figure out how to lead Millennials and the next cohort of people hitting the job market, Generation Z. If any or all of these ideas resonate with you, it might be worth looking at Servant Leadership and what it can offer your organization.

Servant Leadership (SL) is a concept made popular by Robert K. Greenleaf. He realized, during his 38-year career at AT&T, that it is as important for the organization to serve people as it is for people to serve the organization. This was a revolutionary concept when he published his essay detailing the model in 1970. Since then, SL has grown in popularity. Learning Dynamics has been doing more work in this area as organizations seek ways to create inclusive, inspiring and engaging environments as a platform to growth.

Surveys have shown that the youngest generations of people in the workplace value authenticity, honest feedback, and an opportunity to be heard, respected and contribute. The leader who practices SL concepts makes this a part of her everyday work experience. More than a dictatorial, order-issuing boss, the SL manager works as a coach, creating a culture in which people can experiment, explore new ways of doing things, make mistakes, and innovate. Ultimately, work becomes a place where people feel supported and valued, a place where people can and want to do their best work.

One of our Connecticut-based Learning Dynamics clients recently engaged us to facilitate a workshop to review that organization’s SL journey since its official launch as a component of its operating platform more than a year ago. During this session, which hosted nearly 30 people, the entire management team engaged in discussion of their SL experiences. This conversation included the company president. The mood was relaxed; you would not know the president was the top person if we did not do introductions.

While there was much discussed during the three hours, one message was clear: The company is going through a transformation, becoming a place where trust, respect in every direction on the organizational chart, and open communication are reality, not some wish for the future.

Importantly, accountability is a critical part of the formula. The same culture that fosters collaboration also demands honesty and a coaching approach when an individual is falling behind. The leaders view open, honest, timely feedback as a vital component of their core roles. Servant Leadership is not soft.

It is true that changing culture is hard work. It can be a years-long journey. But for organizations that embrace the idea and align everyone it, from the part-time individual contributor to the CEO, Servant Leadership can be an energizing shift that boosts the company to new high-water marks for performance.

Learning Dynamics offers training, organization development and coaching services that can help your organization grow and excel. Contact us today to discover if Servant Leadership could be appropriate for your company.

Creating the Space to Lead: Mindful Leadership

If you are like most of us, you can become so accustomed to constant busy- ness – going through the motions of meetings, calls and conversations – that you are only partly attentive most of the time, and completely inattentive some of the time.

We have a national epidemic –if not worldwide epidemic of continuous partial attention. As leaders, we go on autopilot for much, or all of our lives. We begin to believe that this is just how it has to be in the fast-paced distracted-filled world we work and live in.  We believe If we don’t live on this treadmill, we will fall behind or fail.

It comes as no surprise that when asked, leaders say what they need is to create more space for themselves, so they can step off the treadmill, focus on what is important, and not be pulled along by the demands of the squeaky wheel. We can take more space by taking a purposeful pause, which is a moment or moments in the day when you notice the swirl and intentionally decide to pay attention. For example, you are sitting in a meeting and your mind is speeding into the future, not paying attention to what is happening in the room. At these times, you can use a simple practice to bring your attention back to the room. Just take a breath and a purposeful pause. Then you can redirect your attention back to the moment in the room.

Another way to practice mindful leadership is to identify and reflect on your leadership principles. When you create the space to identify them, it is more likely you will access them in those moments as a leader when the choice is less clear, or when there is an opportunity to change the routine. Your principles help you make tough choices, to take the risks often inherent in innovation.

Mindful leadership practices can also train you to notice your emotions and when your reactivity is triggered by an emotion. You can train your mind to notice and cultivate the space to make conscious choices. You can then expand your repertoire of responses to emotions.

Being a mindful leader can be a transformative experience, and have you be a more effective and productive leader and person!

Knowing When to Seek Assistance from HR

Managers face a myriad of daily responsibilities that can, at times, appear daunting.  In addition to carrying out business objectives, managers are simultaneously organizational advocates and employee advocates.  This is where HR can help.  HR supports the organization in staffing, development, policy management, performance management, training and development and employee relations.  Effective managers recognize and understand the importance of reaching out to HR, when necessary.  By working with HR, managers can make better decisions and, in the case of employee relations issues, lessen the risk to them and to the organization.  Here are just a few areas where it is advisable to seek assistance from HR.

Harassment – HR is trained to handle allegations of this type to ensure they are handled fairly, consistently and legally.  While managers are agents of the organization and, therefore, have a “duty to act,” seeking HR assistance can ensure that harassment allegations and complaints are handled in a timely and thorough manner and support the manager in carrying out his or her normal duties.

Workplace Violence Warning Signs – Any issue that can put the health and safety of employees at risk must be brought to the attention of HR.  Some examples include physical assaults, threats, intimidation or bullying, and physical or verbal abuse.  The manager who recognizes workplace violence warning signs must contact HR (and, possibly, Security, your EAP or 911).  HR or these other resources can best advise and work with the manager on how to handle employees who display workplace violence warning signs.

Employee Development and Performance Management – HR often plays the role of career counselor and many times has good ideas on how to help develop employees.  HR can assist the manager in creating development plans.  By the same token, HR is a knowledgeable resource when writing performance reviews to ensure that the reviews are fair, balanced and unbiased.

These areas are, by no means, exhaustive.  Effective managers seek HR assistance and guidance in the face of many challenging issues involving employee behaviors, interactions and policy compliance.  When in doubt, it is always advisable to call HR.  The common goal is to ensure there is a positive, productive work environment for all.

Emotional Intelligence: Not Just a Buzz Word

The concept of emotional intelligence has been around since Aristotle. He wrote:

“Anyone can become angry – that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way – that is not easy.” ~ Aristotle

Even back then, the great philosophers understood the importance of managing your emotions.

Some people seem to have it to a greater degree and some people, well, not so much. We have all known a few bullies at work, yes? People, who when they are having a bad day, seem determined to pull everyone else down with them.

Leaders especially need to be in charge of their emotions. Take the time to raise your awareness on this important topic. If you master it, every area of your life will improve.

Emotional Intelligence is known as EQ (Emotional Quotient) and it is more than just self-regard or self-esteem.

It is also not about being nice or smiling all of the time. It is not about expressing every emotion you are feeling either.

A person with high EQ has the following qualities and awareness:

  • Empathy: The ability to pick up on emotional and social cues and respond appropriately. The ability to read body language and non-verbal communication to understand others better.
  • Self-honesty: The ability to know and accept your own qualities, faults, limitations and be able to recognize patterns of behavior that either help or hinder situations. (But don’t beat yourself up.)
  • Consciousness: Recognize that emotions you may be feeling can get in the way of accurately assessing emotions in others. Be aware of when you may be projecting your feelings onto others.

The way you work on and improve your EQ is to:

1.    Manage your feelings. You can begin with positive self-talk. Tell yourself that you have great coping skills. Tell yourself that everything is okay and not an emergency. Accept that: a) you have a choice, b) you make a difference, and c) you are an important part of the situation.

2.    Develop social behaviorsRespond to people’s needs instead of reacting and don’t take anything personal. When others are behaving or acting poorly it may have nothing to do with you. Build conflict resolution skills and be open to feedback.

3.    Identify and prioritize what is important. Understand why you may be feeling the way you feel and weigh your decisions based on what is really important (not the urgency you feel in the moment). Separate your feelings with your reaction. You can still be angry but react kindly. By doing this, sometimes we realize we are getting upset over nothing and it’s just NOT that important.

A few words about optimism . . .

“A pessimist is one who makes difficulties of his opportunities; and an optimist is one who makes opportunities of his difficulties.”

~ Reginald B. Mansell

Educate yourself and grow your EQ to increase your happiness, manage life’s challenges and be a better leader.

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This article was written by Maureen Ross Gemme, Senior Consultant with Learning Dynamics. Visit her personal profile page to learn more about Maureen’s career and expertise.

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Learning Dynamics offers an  Emotional Intelligence program designed to maximize the value of EI with leaders who are entrusted with motivating staff. Contact us today to learn how we can help your organization develop your supervisors and managers into EI conscious leaders.