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Archive for the ‘Organization’ Category

Five Keys to Service Excellence

Monday, March 30th, 2009

It is not about service, its about love.

When a team or organization is asked to put their personal feelings aside to deal with the emotions of a irate customer – its about love…

When an organization wants to communicate to the world a vibe of positive energy, quality and service, the root is still love…

When leaders are asked to look at themselves and make the proper changes to be good examples, its not about blame, its about love…

Service Excellence has a root.  That root is love.

Every time I am asked to teach, rally, restructure or design an approach to enhance service excellence, there is an awakening of sorts.  Skill without heart is empty, and people know it.  “Nice” without soul remains transparent to most.  All the fancy service skills in the world do not replace the transformative power of love when an organization allows itself to own it.

5 Ways to BRING MORE LOVE INTO WORK:

1.  Start with YOURSELF.  Seek and repair as many professional relationships in your organization that you can. Disagreements, power struggles and the like can create a separating energy.  Forgive others (even if you still choose to avoid negativity) and be accountable for your role in any dramas.

2. Instead of PULLING toward yourself, PUSH out toward others…in terms of attention, energy, support and the like. This does not mean you downplay your skills (true Creators know exactly their power) but it does mean that from a place of power you DO have everything to GIVE, and “taking” is just not necessary. This creates a positive stream of energy that becomes contagious in micro systems (teams) and macro (organizations) alike.

3. Make things simple in operations.  Feeling cluttered, overwhelmed and stuck in complicated processes can be a real kill-joy, no matter how evolved we deem ourselves.  Target any area in operations that has slow/stuck energy and do what you can to release it to flow better.  Transactional processes at work can be simplified with the right attention.

4. PREVENTION is more cost effective then REPAIR.  Create a key team in your organization called THE EASY TEAM.  Charge them with the task of identifying and upgrading any operational transaction that can be made easier and flow better for others.  There will be work to be done, however this team can collaborate, invite feedback and create real solutions. Think of this team like a blood thinner.  If there is a clot, they will thin it out and the whole “body” will benefit.

5. QUIT THE FEAR…it only creates more. The earth and its structures are changing.  The overall consciousness that created them is experiencing a quantum leap…meaning a new consciousness is flooding in and its more inclusive, loving, supportive and life-affirming then the former.  Its all good.  Resisting change will not stop it, it just create more stress.  Allow yourself to relax in the knowledge that as our economic structures reconfigure, there is a divine purpose to this transformation.

Survey Results for Play Nice! Workshop at 100%

Wednesday, March 11th, 2009

Are you doing more with less?  Has the stress of the economy challenged your team?  Play Nice! Building High Performance Teams is the workshop that moves beyond the “classic” team building approaches to target the real barriers to high performance and the key motivators of great teams.  Perhaps its time to do something different. :)

Broward Collaborative Satisfaction Survey Results for Play Nice! Building High Performance Teams 2/23/09 in Fort Lauderdale:

The learning objectives were met – 100%

The session provided information that was applicable to my work environment – 100%

The subject was relevant to my job responsibilities – 100%

The subject matter was presented clearly – 100%

The presenter demonstrated sensitivity to the diversity of the participants through the use of varied examples – 100%

An increased understanding of the topic was gained – 100%

There was a good balance between presentation and group participation – 100%

The training materials utilized enhanced my learning experience – 100%

The subject matter included information relating to diverse populations – 100%

Overall, I was satisfied with this training program – 100%

*************************Look for TEAM BUILDING SECRETS in an upcoming E-Book!

News – TCI Bank Limited & Service Excellence

Thursday, March 5th, 2009

http://www.tcfreepress.com/index.php?option=com_content&view=article&id=473%3Atci-bank-employees-empowered-with-habits-of-highly-effective-people-&catid=18%3Alocal&Itemid=26

News – http://www.suntci.com/franklincovey.html

News – http://www.tcinetnews.com/local.php?news_id=1126&start=0&category_id=2

Heal Healthcare..with fresh ideas.

Thursday, February 26th, 2009

If we keep trying to approach current challenges with the same mentality that created them, we will not get very far.  With the current economy challenging many institutions, health care is no exception.  With my experience in the industry (and with health care clients) I suggest below a few approaches leaders can take to respond to the many challenges they face today.  Leaders can serve as catalysts toward a new paradigm of proactive wellbeing with simple introductions to new ideas transcending our current reactive health care system.

1. Explore and invite alternative healing modalities with salons or events.  Create a healing weekend event.  Invite interviewed (and credible) reiki healers, color therapists, sound healers and the like to a weekend fun event.  Require each specialist to provide brochures and information on their modality.  Offer waivers to avoid liability and market appropriately: ”exploring the world’s healing methods to awaken our understanding of what may be possible” sort of thing…. and present it as a way to invite diverse ideas on healing (not just Western conventional medicine).

2. Add a survey question to outpatient and impatient tools to capture patients openness to alternative therapies.  Example question:  “I am interested in learning about alternative and unconventional healing methods”.  Numbers always talk.  If numbers are high, create groups and send invitations to interested folks.

3. Create a healing center for staff.  Design it to be peaceful with or near nature.  Stock it with alternative medicine approaches to wellbeing.  Put a sign on the door “only positive loving thoughts allowed here” for fun and as a reminder.  Countless scientific studies indicate the impact of daily dialogue.

4.  Offer workshops to teach current providers ways to communicate in a healing way.  The use of language is very powerful but the way the provider feels (and thinks) while communicating is actually more significant on a vibrational level (see listed resources for scientific reports).  Before every seminar, I meditate and clear my own energy, and set the intention to be loving, open and non-judgemental to every single person in my seminar.  After countless seminars, I am certain of its influence on outcomes.

5. Believe it or not, I did a variation of this back in high school and it worked in the most amazing way.    Ask the entire organization to offer a “love hour”.  Each person offers one hour of their personal/unpaid time to contribute something to the hospital out of love.  Whether it is to clean up, organize a closet, create art, make the healing center, move through the units and assist – its on their time.  Have them wear red t-shirts with a big heart on it (LOVE HOUR).  As they wear the red shirt, they feel acknowledged for their service, it inspires patients and generates true positive goodwill and energy on a routine basis. Its an identifiable act, creates synergy and boots morale and togetherness.  It also generates contributions and solutions that do not require funding.

Transformation and change takes time.  As Steven Covey’s talks about in the 7 Habits of Highly Effective People, it is most effective to focus on our Circle of Influence even with the many things in the Circle of Concern.  The Circle of Influence is the area we CAN influence and should.  The more we focus on what we can do to heal systems, create solutions and introduce new models (that encourage healing and love not tear people apart with fear) the more the problems will dissipate with ease and simplicity.

What we think and feel, we create on the micro and macro levels of life (people, teams, systems).

The more we believe in the magic of that which is not always immediately measurable, the more the evidence of its presence can be found.  As Einstein stated – Great spirits have always found violent opposition from mediocrities.  The latter cannot understand it when a man does not thoughtlessly submit to hereditary prejudices but honestly and courageously uses his intelligence.

I say – If what “has been” is no longer giving us the ideal and best outcomes, why do we defend and continue them?  It is time to change the paradigm.

Three Ideas for Team Building

Thursday, February 5th, 2009

So you want to improve your team dynamics as well as increase productivity. Try these 3 ideas…

IDEA #1

objective: To increase communication skill, reduce misunderstandings and bond…helps with any misconceptions that cause people to feel icky toward each other as a result of demands, misunderstandings and pressure.  Have a “retreat” with a facilitator.  I’d be happy to do it. :)  I use “facilitator” on purpose because its not a “training” session, rather a forum heavy on interactive exercises to generate collaboration.

IDEA #2

objective: To have an opportunity to leave work and relate to each other in a informal way…builds bonds and increases understanding of unique personalities beyond the work environment.
Schedule a “field day” where you go miniature golfing, rock climbing, bowling, roller skating etc. Allows folks to work together, relate to each other in a different way and get to know each other as people over the common colleague dynamic.

IDEA #3
objective: To offer a thank you day
…it simply shows appreciation which creates a good vibe.
Schedule a “treat” day such as a movie/park/boat ride etc.  Anything low key that will allow them to enjoy each others’ company in a non-work way.  It create fun moments and healing by allowing folks to blow off built up steam.

What Makes a Great Leader?

Friday, January 30th, 2009

A great leader is not someone with a job title, but a vision.

A great leader is always honest, not just when it “looks good”

A great leader treats all of those they interact with as equals

A great leader really listens

A great leaders demonstrates integrity in behavior – not words, that’s false leadership

A great leader has passion for what is right and good

A great leader is always learning

A great leader has nothing to do with title or position and everything to do with heart.  When someone is called to lead they are called to upgrade every facet of who they are, rise to every challenge and clear the path for the greatness that surrounds them.  The leader is an equal part of the team…. simply with a different view and different purpose.

Five Ways to Get Organized

Friday, December 5th, 2008

I will admit, I love to organize. I love planners, drawer dividers and purse compartments. Anything that helps me move freely and quickly through life attracts me. With all the “stuff” out there to live better lives, I still think the best tool is between your ears.

These are five ways I get mentally organized:

1. I prune. I do. I get rid of old things, unloving relationships and bad hair after thoughtful consideration and honest efforts. Anything in my life that does not add value, is a space sucker (mentally, emotionally and physically). Cut the fat and build the muscle.

2. I avoid judging. Judging is a huge waste of time. I know, as a kid I was quite self-righteous. As an adult, to judge is to claim superiority over another. We are all worthy beings and unique expressions of life. To judge another is an act of unconsciously judging ourselves – we are just projecting it on to another. Once we love and accept ourselves, it feels weird to judge another…we just experience them as they are.

3. I decide. Not a fan of thinking negative things about a person or situation, I go the route of honor. I don’t ask if this situation or person is “good” or “bad”, I ask myself, “Does this honor me”? And if it does not, I stop engaging. I like things simple.

Get organized. :)

The Most Important Role of Leadership

Saturday, May 17th, 2008

…is to be an EXAMPLE.

There is nothing I stress more when it comes to creating great teams, is having great leadership.  Leaders influence the direction of the team by their thoughts and behaviors.  The very language a leader chooses to use can make or break the level of talent that surfaces.  Not only do leaders bring out the best (or worst ) in the individual, but they directly impact the way the team sees itself, each other and the mutual goals they work toward.

Five skills that good leaders can master to become GREAT leaders:

1.  Expect the best from themselves as leaders - target and upgrade any area where words or behavior disempower their staff or are inconsistent.

2. State objectively the areas that folks can improve on and why it impacts the overall team without making it personal.  This generates self-motivated accountability – over self-consciousness.  Always offer support and the available tools for success.

3.  Focus on what IS working more then what is NOT working (what we focus on EXPANDS).

4.  Allow for freedom while expecting the very best from not only the individual but the overall chemistry of the team and state these expectations clearly.  Rule of thumb – what is not spelled out, is not understood…which introduces the final skill…

5.  Avoid assuming anything – ask, listen, observe and understand.

Great teams reflect great leaders.  The more energy, creativity, passion and excellence that comes from a team equals that of the leader supporting them.

Addiction or Preference?

Wednesday, April 11th, 2007

In his book Handbook to Higher Consciousness, Ken Keyes encourages readers to have ”preferences” over “addictions” on the path to happiness. He shares that when we are “addicted to outcome”, we experience negative emotions and encourages readers to just prefer.

I found this to be a wise practice if one is moving in the direction of creating a vision via the law of attraction.  When I practice having preferences, I still feel peaceful regardless of the outcome.  You can still have goals and work toward them, but we all know ya can’t control life itself!  When your happiness does not depend on “having to have” a certain outcome, you can maintain a higher vibe of energy consistently – often attracting better outcomes.
Wayne Dyer, bestselling author of many great books noted once that he used to carry Ken Keyes’ book around with him.  Personally, I ”accidentally” bumped into this book 10 years ago in Kansas City.  In truth, I decided to politely ”break away” from 6 colleagues I thought quite rude to a homeless man on our way to lunch, then found this adorable book store to hang out in instead.  I had a really interesting conversation with a stranger who directed me to this little yellow book – and its still one of my favorites!  Don’t ya just love synchronicity?