Current market is a “perfect storm” for stress

An article appearing in a December 2010 issue of Workforce newsletter claims that smaller staffs, bigger workloads and fears of unemployment are creating a “perfect storm” for stress and have created a “pretty unsustainable model” for workplaces.

“Every day we’re dealing with people at their very worst, and the last two years it’s gotten worse,” said a senior VP in the article.

The article cites research of U.S. and Canadian workers in which, “more than half reported feeling fatigued at the end of the work day, and at least 40 percent of all age groups said their jobs made them depressed.”

Even more, the article cites specific cases from such industries as trucking, airlines and healthcare where stress and fatigue caused serious – or fatal – accidents.

“A University of Pennsylvania study showed the risk of medical error was as much as three times higher when a nurse worked a shift of 12½ hours or longer,” claims the article. “A separate Pennsylvania Health Department study showed that 13.6 percent of the state’s registered nurses had worked mandatory overtime within two weeks of taking the survey.”

Did you catch that?  The risk of medical error rises three times and more than 13.6 percent of healthcare employees are taking this risk, or are being forced to take that risk.

When you read statistics like these, you realize that there may not be a greater potential for massive ROI – in the form of human lives and quality of life – than our February training session with Amanda Gore. You can’t afford to miss it.

You can read the full Workforce newsletter article here

Congratulations to recent Crestcom Graduate James Donaldson, Roy Inch & Sons

James Donaldson, Roy Inch & Sons, with facilitator Steve Pascoe

Where to Find More Productivity

Canadian businesses are facing a crisis of productivity. The Globe and Mail reports that the “Canadian business-sector productivity level...has fallen to just 75 per cent of the United States.”


Productivity comes in many forms and from many sources, including upgrades to infrastructure, new machinery and the refinement of processes; many businesses, particularly in manufacturing are currently investigating, or investing in, these approaches. The strength of the Canadian dollar and stimulus funds have encouraged this investment, however, a cheaper and more readily available solution is also apparent...your employees.


As is often the case, money isn't everything. Today's employee longs for more than a paycheque. Advancement and training opportunities are what keep your best employees from jumping ship.
Productivity and happiness are inextricably mixed, and we know that engaged employees contribute as much as 50% more to their company than those who are not. Ask yourself, what's 50% of your annual payroll? I can assure you it is quite substantial. It is essential to seek out ways we can achieve this engagement, and communicate with our employees so they feel like they are not only heard, but appreciated and pulling towards the same corporate vision.


A recent article in the National Post, “Compensation Disconnect,” states that “employees are hungry for an emotional connection to their management teams that they feel is conspicuously absent...miscommunication may be the reason 48% of Canadian employees see no advancement in their current job and 42% of them believe they have to go elsewhere to get a leg up.”


In order to forge this kind of connection, managers must learn techniques to communicate in such a way that they are engaging employees meaningfully. A simple “good job” does not suffice. In our January class, we discuss alternatives to this simplistic form of praise. With John Hersey's guidance, we discover a fast, free and effective method called “involved recognition” which not only generates a motivational benefit but has cascading results in terms of employee productivity. Further guidance comes in June from Jim Cathcart as we learn “Increasing Productivity Through Motivated People” and in August from Amanda Gore as we learn “Motivating Through Positive Change.”


Productivity enhancement doesn't come from the purchase of just more efficient machinery, or by simply revisiting our current processes. Many enterprises are fond of saying that their people are their greatest asset, but in order to get the most out of that asset, well trained management is an essential investment.

Effective Communication: Is it the Medium or the Message?

Here is a customer service video that we watched online recently:

http://www.youtube.com/watch?v=bj73s4dqoUk

Have you ever felt like this when you’ve tried to communicate with someone on the phone, online, email message, or even face-to-face? Have you ever poured your heart out about a need or problem, only to receive a canned, emotionless response in return?

Have you ever done these things to someone else?

Here’s another video we found. Have you ever been on the other end of a telephone call like this?  Even more, have you ever done this to someone, in practice or in the attitude you took to the conversation? How did it make you feel?

http://www.youtube.com/watch?v=K5cqfD5rzXI

In November, we proudly feature a training module on “Effective Telephone Communication” and choosing the right communications tools for the right jobs. In March, we focus on “The Listening Advantage.”

Upon hearing these titles, it might be a natural inclination to think, “I’ve been using my ears and the telephone all my life.”  Try to resist the temptation of thinking this way and be open to the idea that, in terms of using these things correctly…maybe you haven’t.

As you consider this, also consider American Express - a Bullet Proof Manager client.  American Express is currently pursuing a vision, “To become the world’s most respected service brand.”

How are they doing this? By focusing on the training areas we address in November and March and on effective communication overall. 

“The way we look at the service environment is the number of interactions we have with each customer every year — it’s hundreds of millions….Historically companies view that as a cost…we said, ‘Let’s make that into an opportunity to build relationships with customers,’” said Jim Bush, head of worldwide service at American Express.

Rather than taking a transaction or processing approach to the hundreds of millions of conversations the firm was having every year, American Express took this as hundreds of millions of opportunities to build relationships. The company now trains customer service representatives in active listening skills, in understanding what customers are really trying to tell them, showing empathy, even how to help customers understand how they can take greater advantage of their relationship with American Express.

These efforts drove a double-digit lift in customer recommendation scores among customers who interacted with American Express through its active listening program. The company also saw a 10% improvement in service margins and received a #1 ranking in the J.D. Power and Associates study of customer satisfaction.

In our training, we frequently remind participants, “As professionals, not only do we need to be taught new ideas, we also need to be reminded of what we already know. So, during our presentation, we will be reminded of concepts that are already familiar and we will learn how to apply these concepts in new and different ways.” Bring this attitude to our November and March sessions, remember these videos, and the example and results of American Express.

Exclusive "Food for Thought" event - upscale dinner in a barn

Friends,

As a Director of the London Training Centre (a non profit employment organization) I'm pleased to tell you about a new initiative.  We are in the process of building a new Community Food Centre in London with a professional kitchen. We envision a place that brings together local growers with consumers in a learning environment that inspires sustainable, local food systems.

Please join us and learn more at a special culinary event prepared by local chefs and showcasing local foods.

It takes place in the afternoon, Sunday, October 3, from 1:00 - 4:30 pm.

Last night the board opened up limited seating to the public so I would urge you to book in the next few days.  (If I understand correctly the chefs are ordering the food on Tuesday at the latest so public tickets may not be available after the order goes in.  Feel free to mention my name when you call, nudge, wink).

Here is the menu, which is entirely locally sourced, and it's a 4 course meal. If you have food allergies, please let them know when you order the tickets. Myself I'm allergic to real maple, so unfortunately the glazed cippolini onions and the maple poached chestnuts are out for me!  But they look absolutely delicious!

Food for Thought Menu

Ontario sweet corn & pobliano bisque (pobliano are slightly hot peppers)
Short rib bourguignon
Glazed cippolini onions

Citrus cured lake trout
Soiled Reputation Farms greens
Purple viking potato salad (I'm told these potatoes are actually purple!)
Kozlik mustard dressing

BBQ Spiced venison loin
Organic squash gnocchi
Monforte blue cheese panna cotta
Maple poached chestnuts
Roasted root vegetables

Poached Forelle pears with Monteforte Buffalo Girl ice cream

with wild honey and lavender creme anglaise  (Buffalo Girl ice cream is made from milk from Buffalo)

Fresh organic artisan breads

Each course will be accompanied by paired wines from Malivoire and Flat Rock Cellars.

Although the food is upscale, the dining is casual and will be held in a nicely decorated barn NW of London.  Representatives from the growers will be on hand to discuss their foods. Tickets can be ordered over the phone or in person. We will be accepting Visa and Mastercard.
Contact Jill at 519-685-4331, ext. 31 M-F 8:30 a.m. - 4:00 p.m. or email here.

Tickets are $113 and all proceeds go to bursaries we present to secondary school students entering post-secondary culinary programs.

Featured in London Business Magazine, August 2010

  

Page 16 of the August 2010 issue of Business London Magazine features the Entrepreneur 1.0 program, which is a partnership between the Richard Ivey School of Business and TechAlliance.  Veronica Steele is a graduate of the 2008 program (on an Emerging Leaders scholarship) and describes her experience with the program, along with David Ciccarelli of Voices.com.  Veronica Steele is president of Veronica Steele & Associates Inc., which provides management training programs throughout Southwestern Ontario.


Read the article here:
http://www.myvirtualpaper.com/doc/Business-London-Magazine/bl_aug10/2010080501/16.html

Terry Erb graduates BulletProof Manager training program

Congratulations to Terry Erb, of Bluewater Recycling, for successful completion of the BulletProof Manager training program and 100% attendance for the year!


We wish Terry continued success!