Posts Tagged ‘attitude’
Wednesday, March 3rd, 2010
Many studies document the Boomer exodus from business and industry.
Albeit some Boomers may be reevaluating their time line based on the economic changes, but there is no question that a high percentage of the 77.5 million Boomers will be vacating corporate America in the next five years. (Study conducted by AARP-2008)
56% of business and industries’ Boomer population hold leadership positions. Conversely, there are only 46 Million Gen X and Gen Y’s to take the place of those vacating Boomers. These numbers reflect why business and industry need to be so concerned about brain drain and develop a strategy to combat it.
A recent report conducted by OI Partners state that 54% of companies surveyed said they did not have enough qualified candidates working for them to succeed their executives and managers and 14% weren’t sure if they have enough leadership successors in place. The survey included responses from 212 primarily large and mid-sized employers throughout North America.
The luxury of time is gone. Organizations must get prepared and begin implementing a leadership succession plan. Having prepared leaders at all levels of an organization is a management strategy and a competitive business advantage. Organizations achieve sustainability and growth through their leadership and the quality of that leadership. The important skills necessary to lead a company to succeed in the upcoming years will be different. In addition to being able to lead people, new leaders will need to plan strategically, inspire commitment, and manage unyielding change. However, to be an effective leader takes much more than skill. It also requires the appropriate attitudes and behaviors. There are many tactical skills of leadership, but without the appropriate attitudes and behaviors, the skills are almost meaningless. We talked in a previous post about how actions speak louder than words. It is difficult to inspire commitment in a team when the leader’s body language, tone of voice, and behaviors reflect something entirely different. Managing change becomes very difficult if a leader’s attitude is “this too shall pass.” In order to manage unyielding change a leader needs to be aggressive, innovative, and responsive. And yes, it takes certain skills to be aggressive, innovative, and creative, but success in these areas requires the right attitude equally as much as the right skills.
In working with clients to develop their leadership bench strength we have found the following formula works extremely well:
In order for your business to achieve Improved Results (IR) there needs to be Positive Behavior Change (PBC). We have found a successful way to achieve Positive Behavior Change (PBC) by customizing a process unique to the client that addresses the needed Attitudes, Behaviors, and Skills (ASK) combined with a Goal Accomplishment (Goals) model that drives Positive Behavior Change (PBC) which leads to measurable and improved results.
As your organization develops future leaders for your organization, you need to ensure there is a solid base of leadership skills is important. What attitudes and behaviors do you want people in leadership roles to exhibit? What messages do you want them to send when they are not talking? What example do you want them to set when no one is officially watching? To identify a true leader, observe his/her behavior and attitude as it will tell you a great deal more than an evaluation of their skills.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through management consulting, strategic planning, leadership development, and executive coaching, and youth leadership. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: AARP, attitude, behavior, Boomers, Change, commitment, gen x, gen y, improved results, leadership succession, RAC, Resource Associates Corporation, success
Posted in Uncategorized | No Comments »
Thursday, January 14th, 2010
As a business we help companies adopt and implement customer loyalty as a management strategy, and we help employees inside those companies understand how they impact the success of loyal customer relationships. Therefore, I am acutely aware of service interactions—the good and the bad.
After my early gym routine this morning, I had a window of time to run across the street to the grocery store. It was approximately 7:20 a.m. and my goal was to pick up some necessities for the week. Based on how the store is laid out, my first stop was the deli. As I waited, because there was no one currently staffing the deli, I observed five staff members in the bakery, the produce section, and the floral department taking inventory, stocking produce, rearranging displays, and discussing certain NFL teams and their playoff status based on yesterday’s games. As I stood there patiently waiting to be helped, none of the five folks who could physically see me thought it important to go find someone to fill my deli order. Their priority was stocking and rearranging. After about five minutes a young lady appeared. She did not say good morning, Happy New Year, or make eye contact. She proceeded to put on her sanitary gloves and asked, “What can I get for you?” She filled my order and sent me on my way with a thank you.
The essence of customer loyalty is all about the points of connection—every single touch point your employees have with every customer. In my seven-minute deli experience there were at least 15 points of connection that were missed or poorly executed. Five staff members watched me wait in front of the deli counter and none of them took the time to acknowledge my existence or offer to find someone to assist me. In my opinion, this earns double demerits because they could clearly see I wanted something from the deli and did nothing about it. (10 points of connection missed). The lady working in the floral area took the time to talk with a bread vendor in lieu of offering assistance (1 point missed).
When the young deli worker appeared there was no eye contact and there was no greeting (2 points missed). Her attitude was lackluster at best. She really did not appear pleased to be at work serving a customer (1 point missed). As she was completing my order another customer appeared and her opening line was “What can I get for you?” with no additional pleasantries (another point missed).
Points of connection define the customer experience and determine how a customer rates their service and how they ultimately rate your business. Your business is dead without customers. Adopting customer loyalty as a management strategy is critical to the success of business and industry in our ever-growing service environment. If you want to make a significant difference in the results of your business for 2010, I would strongly encourage you look how customer loyalty is defined in your organization. I am confident that the five staff people watching me wait for assistance are not bad employees and they were genuinely “doing their job.” However, I am also confident store management does not embrace customer loyalty practices or my early morning shopping experience would have been quite different. Unfortunately, my experience with the deli that morning is not my first.
Why do I continue to shop there? It is the closest store to my home and office. However, next closest store is only about 3 miles further and I have decided to break my habit and investigate the other store. If their services prove to be better my current store will lose a 5-year, weekly customer. By my conservative calculations that nets approximately $20,800 worth of business.
Take a serious look at your organization’s customer loyalty standards, practices, and measurements. No business in today’s ever changing economic world can afford to lose a customer because of non-existent or inappropriate points of connection.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For more information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, Customer Loyalty, Customer Satisfaction, Customer Service, management, points of connection
Posted in Customer Loyalty | 3 Comments »
Wednesday, December 9th, 2009
Learning, growing, and changing is possible with the right attitude and focus. All individuals have the ability to master their individual talents and be the best they can be! There are people who scoff at this philosophy and espouse limiting beliefs. However, that is the fundamental difference between positive thinking and foolish thinking. We all have the innate ability to be the best of who we were meant to be.
Based on a 2007-2008 NBA survey, the average height of a player is 6’6”. It would be fairly inconceivable for a person with the height of 5’4” to make the NBA a long-term career choice. It is certainly a goal that can be aspired to however, physical limitations could present ongoing challenges. Is it foolish thinking for an individual of 5’4” to want to be an NBA star? Retired player, Tyrone “Muggsy” Bogues (Hornets, Warriors, and Raptors) who is 5’3” and Wizard’s point guard Earl Boykins who is 5’5” would probably disagree.
Many great people have overcome adversity and challenge to accomplish great things. Ronald Reagan spent his early life admittedly being an introvert, but during his Presidency he was coined “the great communicator.” Lance Armstrong won seven Tour De France races from 1999-2005 after battling and beating cancer. The acclaimed actor, Tom Hanks, admitted to being quite shy most of his younger years. Pablo Picasso overcame great poverty to become a renowned artist.
We are not born great at anything. Ralph Waldo Emerson said, “All great speakers were bad speakers at first.” No leader, manager, artist, business owner, or musician started out great. However, the difference between average and great is the desire to develop and succeed, a commitment to do so, as well as a positive attitude and the belief that you will make it happen.
What do you desire to accomplish? What do you what to be known for or what will be your legacy? Define what you want to accomplish, achieve, do, and be. Be careful not to let your practical mind limit your dreams and ideas. Grant yourself permission to think big and out of the box. Make the commitment to define who you are supposed to be. Learning, growing, and changing takes work but the effort is worth the results.
The second step is making the commitment to pursue your dreams and take action. Establish and define a plan. Determine the destination and create a map to get there. Sometimes the steps necessary will be small, and sometimes you may have to take a leap of faith but trust your vision. Your contributions will make a difference to many, so failure should not be an option.
Finally, remember that positive thinking will get it done. That is not to say you will not face obstacles and adversity as success does not come easy. It has been my experience that nothing of significant value ever comes easy or free. However, your focus and your attitude will give you what is necessary to create the right solutions and the next best steps. You can’t control what happens around you but you can certainly control how you react. Your attitude and positive mindset are your secret weapons to success as you define it. Don’t let anyone or any circumstance take away your secret weapon as it is far too important to your contributions.
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For more information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, Earl Boykins, Lance Armstrong, Muggsy Bogues, NBA, Positive Thinking, Ralph Waldo Emerson, Ronald Reagan, success, Tom Hanks, Tour De France
Posted in Attitudes | 13 Comments »
Wednesday, November 11th, 2009
“Optimism is a matter of mental habit. You can learn to practice the habit of optimism and thereby greatly enhance your chances of achieving success. Or you can drive yourself into the pit of pessimism and failure.” - Napoleon Hill
How would you rate your level of optimism? When asked, “Would you consider yourself an optimistic or pessimistic person?” most people would answer, “Optimistic, of course!” Are you really? A great many attitudes, behaviors, and actions you witness in the world around you are often more negative than positive, pessimistic rather than optimistic.
I was driving back to the office today from an appointment when a black blazer turned left through and into oncoming traffic and missed hitting me by inches. Thankfully I caught him in my peripheral vision and was able to defensively swerve in order to get out of his way. We both proceeded safely. My first reaction was not to have the “inclination to put the most favorable construction upon actions and events, or to anticipate the best possible outcome” as Webster defines optimism. My first reaction was of anger and annoyance.
As I proceeded to my destination I was pondering my reaction and thought to myself, what if he truly did not see me? There was a passenger in the blazer and they were talking, so there is the possibility that he just did not see me. His responsible driving skills are a subject for another discussion; however, I really don’t believe people get in their car and drive through life with the intention of having an accident. Accidents are just too inconvenient for all involved. So I decided to focus on the fact that maybe he didn’t see me, nothing happened, and all is good—take a positive approach.
But you know as well as I, so many people can have an incident like an “almost car accident” affect their attitude and their optimistic view toward the world and others. It is so easy to focus on the negative, the bad, or the wrong that it becomes all consuming.
I was early to a staff meeting the other day and there was general chitchat going on before the meeting started. One woman started talking about the weather and since it is November in Pennsylvania snow can be part of the forecast. The weather folks were calling for the possibility of snow showers in the areas of higher elevation that evening. The woman sitting next to her voiced her immediate reaction, “I hate snow! I hate everything about snow!” The intensity with which she made those comments confirmed without a doubt her hate for snow.
Pessimism is a state of mind, which negatively colors the perception of life. We spend so much time being pessimistic about things that we cannot control, that we literally give away our ability to be optimistic about what we can control. Having an optimistic attitude and view on life is a choice, and sometimes based on the world around us it can literally be a minute-by-minute choice. We are bombarded with so much negativity that it is easy to slip into the status quo of negativity. I challenge you to not accept the status quo, take control, and choose to be optimistic. You will see measurable results personally and professionally when you make the shift!
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, leadership development, executive coaching, and youth leadership. For more information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, control, Leadership, mental habit, Napoleon Hill, negative, optimism, Pennsylvania, pessimism, positive
Posted in Attitudes | 1 Comment »
Tuesday, August 18th, 2009
“Nothing in the world can take the place of persistence. Talent will not, nothing more common than unsuccessful people with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent. The slogan ‘press on’ has solved, and will always solve, the problems of the human race.” - Calvin Coolidge
“Press on” is a powerful and necessary mental attitude. It is the attitude that is found permeating through every successful person and organization.
As a country the U.S. pressed on after 9/11. As a world leader we knew it was necessary, and it did not change the intensity of the horror, the sadness, or the trauma the events caused.
Martin Luther King, like many historical heroes, continued to do what was necessary in order to share the power of his vision—no matter what amount of ignorance or violence stood in his way.
The NASA program exists today because the Kennedy administration had a vision and a goal to put a man on the moon. Many thought that vision was insane; however, in 1969 the vision became a reality. The space program has dealt with a great deal of set backs and has needed to press on after significant tragedy like the loss of the space shuttle Challenger and the space shuttle Endeavor.
Lance Armstrong, seven-time consecutive winner of the Tour De France, accomplished those victories by pressing through a traumatic diagnosis of testicular cancer that masticated to his brain. Lance, like so many other cancer patients, have after diagnosis adapted a press on attitude because they know it is required to deal with the required treatment and victory over their disease.
All of these examples are of exceptional people with a press on attitude who achieved amazing results in extreme situations. However, I submit to you that the press on attitude is required in everyday life and business. I believe that every person involved in the above examples always had a press on attitude. However, we saw their real capability because they were faced with adverse, challenging, life, or vision threatening situations.
The business community as a whole is currently faced with unprecedented changes of which many are out of our direct control. Recovery and regaining success in the business world will come because of the conscious decision to press on.
Make the commitment now to do what is necessary to make your business successful. Look at each business issue with which you are challenged as an opportunity for success. Use your talent, experience, and education to your advantage. Develop a plan that leverages your background and experience. Review your marketing plan and your marketing mix of activities and make sure they are the right activities. Reach out for assistance as often as needed.
Make the commitment to press on … the results are and will be worth it!
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, leadership development, executive coaching and youth leadership. For more information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, commitment, mental, organization, personal, Press on, results, Successful
Posted in Goal Planning | 1 Comment »
Tuesday, August 18th, 2009
“If you don’t like something, change it. If you can’t change it, change your attitude.” ~ Maya Angelou
We are in the midst of some very interesting times that carry with them a bit of chaos and a bit of uncertainty. You only have to look to national news to find proof of our ever-changing country and world. Gas prices have hit an all time high, the economy has been rocked with recent turmoil, and the 2008 presidential election campaign journey never failed to surprise, amaze, and for some voters even disappoint.
As you talk with people about the state of the union or listen to any newsanchor, the comments do not reflect a very rosy picture. Our individual frustration is further compounded by the belief system that “ … there is nothing I can do about it.” This is where I believe that Ms. Angelou hit the nail on the head. These universal issues are tough to change by one individual; however, if you can’t change it, then change your attitude. Learn to embrace the changes and do so by changing your attitude toward them.
Highly successful people exhibit an impeccable attitude of positive behavior and they do not let anything stand in their way—circumstances they control or circumstances beyond their control. Attitude is a state of mind and if you are focusing your life on the negative, you will experience negative results. Focusing your attitude on the positive will naturally force you to take positive action, and positive action will lead to far better outcomes. Take some of the bigger issues we see in the news today. As a “power of one” you may not be able to change the price of gas, but you can trade in the gas guzzling SUV you own for a more affordable and fuel efficient hybrid. You may be affected by the economic conditions, but you can combat them and strengthen your financial position by staying within your family’s budget and by not overspending or overextending through credit cards.
Your attitude plays a role in everything that you do from the your interaction with our global community, to your business, and to the people that surround you daily—your peers, clients, family, and community members. Do you want to be known as the highly successful person who exhibits an impeccable attitude of positive behavior or the neighbor, dad, wife, husband, mother, or business owner that exhibits an attitude of chaos and uncertainty? With whom would you want to interact, with whom would you want to do business? It is fairly obvious, most people would say they want to be the highly successful and recognized individual, but saying it and doing it are two entirely different things … actions speak so much louder than words.
Here are ten questions that if answered honestly will denote whether your actions reflect an attitude of a highly successful individual or if your actions represent the doom and gloom of your local newsanchor, the neighborhood pessimist, or an unsuccessful business owner. Take a moment and address each statement with one of the following answers.
No, I do not do this.
Sometimes I do, sometimes I don’t, or
Yes, I do this consistently.
And remember, honesty counts!
- I take full responsibility for how my day turns out.
- I am confident that I can succeed at whatever I do as long as I simply take the right actions.
- I spend time visualizing tremendously rewarding success instead of picturing failure.
- I maintain a positive expectation of every action I take.
- I look for the best in every situation and the opportunity in every problem.
- I focus more of my time on seeking solutions rather than staying absorbed in the problem.
- I see myself as someone who is capable, enthusiastic, and committed.
- I speak in a positive, powerful, and uplifting manner.
- I persist with passion until I succeed at whatever I do.
- I embrace change, and love to learn and grow from new ideas and experiences.
If you answered yes to every one of the ten statements, congratulations, you are a highly successful person that exhibits an impeccable attitude of positive behavior and success. However, if you had to answer just one question with sometimes or no then you have room to grow, work, and develop.
This will shock no one. Change is here to stay. The things that are changing around us today will be fixed, repaired, modified, and replaced by other changes in the future. The only thing that is guaranteed is change will continue to accelerate and come at us faster and faster. However, the key to successfully navigating change is determining the focus of your attitude!
The choice is yours so choose your attitude wisely!
Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, leadership development, executive coaching and youth leadership. For more information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.
Tags: attitude, behavior, Change, positive, results, success, Successful
Posted in Attitudes | 1 Comment »
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