Patton Associates S-M-A-R-TTip™
Assisting leaders to better engage their people in team customer service!
- Name: Gary
- Location: Toronto, Ontario, Canada
I am a people development coach and consultant ...The People Development Guy. I specialize in facilitating customer service-related human relations / people skills training programs that are powerfully effective cross-generationally. As well, I consult to organizations in the people development field. I also work with individuals coaching professionals & leaders in becoming better at what they do. I also teach part-time at York University in Toronto. To re-create, I love to hike, ride my bike, and explore good books. I also avidly read health labels!
Sunday, September 18, 2005
Friday, September 16, 2005
"Unmasking Narcissism!" - September 2005
Some social analysts believe that today's culture is characterized by youth and adults who are obsessed with seeking self-fulfillment and are motivated by an exaggerated sense of self-importance. If they are correct, what implications does this have for hiring "the right staff" and training them to deal with customers.
In his article, "Unmasking Narcissism: The Ultimate Act of Repentance in a Consumer Culture", Chuck Romig (MA ’79) discusses what some are calling "Narcissistic Entitlement Syndrome (NES)". In it, he briefly analyzes its dimensions, implications, and solutions. Hopefully, it will be as informative and instructive for you as it was for me.
Staff with the 'right attitude' and training are more able to manage their own NES tendencies and deal more appropriately with them in their internal and external customers. Contact me and ask how my WE CARE process can help you help your staff serve better. You also could drop me a line and I'll send you a brief report that analyses the impact of NES in young professionals.
Now It's Your Turn!: In what kind of narcissistic behaviours do you see managers in your organization engaging? What do you think and feel about what Mr. Mullich shares in his article? (My 'Comment Section', in which you can share anonymously, will open to you when you click on "comments" immediately below this post.)
Friday, August 12, 2005
"Let Your People Go"
Managers can often be stumbling blocks to internal mobility in a company. Smart firms set up systems that encourage managers to play a stronger role in advancing their staff's’ careers. Or that at least prevent managers from hindering workers who want to transfer. If their career growth with you is blocked, your best workers may decide to seek a better deal with your biggest competitor.
Hopefully, you will find the article "Let Your People Go" by Joe Mullich as helpful as I did. If you have not consulted any of WorkForce.com's online resources before, their registration process is free, painless and will not result in unwanted spam in my experience.
Please contact me if I can assist you or someone you know in coaching their team in how to enhance employee engagement and career growth. Drop me a line and I'll send you a brief, free report on a simple approach to growing people, staff or kids, easier and faster. Remember: The people side of team customer service is our specialty.
Now It's Your Turn!: In what kind of growth-blocking behaviours do you see managers in your organization engaging? What do you think and feel about what Mr. Mullich shares in his article? (My 'Comment Section', in which you can share anonymously, will open to you when you click on "comments" immediately below this post.)
Until next time, how can I help you? (You can contact me by clicking here. Also, contact me directly to be added to Patton Associates’ S-M-A-R-TBriefing™ Mailing List. Check out recent samples here.)
Friday, July 15, 2005
Miller's Bolt is a fun read and a wonderful parable. It is the fictional story of a top-notch manager who is on the edge of being fired. For, although Jim Manion does his job well, he has unwittingly alienated his co-workers by how and what he has been thinking about them. Given three months notice, Jim seeks help from his friend Peter Miller, a consultant and personal development coach. Together the two of them work to save Jim's career.
The book's thesis helps us to understand how to have more control over our attitudes towards others, including members of the most challenging groups of difficult people ...close family, bosses, and colleagues. We positively can affect the behaviour of others towards us by the way we view them and how we feel about them. We have the power to attract or repel with our thoughts because of their affect on our attitude and feelings.
The concept that changing the way we think about things and people will produce different outcomes seems to have clinical, scientific support. The headline reads: "Sexual Fantasies Relieve Pain". But what Dr. Peter Staats of the Department of Anesthesiology and Critical Care Medicine at Johns Hopkins University actually said was that our perceptions of pain could increase or decrease our tolerance for it. In the study published in the Journal of Pain Symptom Management (1988 Apr, 15:4, 235-43), subjects given favourable messages about the beneficial effects of ice water hand immersion had better pain tolerance than those who were told that ice water exposure had negative consequences. This also seems to prove that how we think about someone can affect our relationships, positively and negatively.
There is support among the ancients for the concept as well. One of the Hebrew Proverbs (23:7) says: "For as [a man] thinks within himself, so he is. ..."
Now It's Your Turn!: If you already have read the book or choose to do so on my recommendation, let me know what you think and how you feel about it. (My 'Comment Section', in which you can share anonymously, will open to you when you click on "comments" immediately below this post.)
Wednesday, July 06, 2005
If you answered "Yes!" to any of my questions, you will find helpful the short editorial, "The System Made Me Do It!" by John Renesch. He includes some suggestions to help you through the haze you may have noticed. If you answered "No!" to one or all of my questions, you may wish to read John's piece to discover something you may have been missing. His "Five Apes Story" is fascinating.
Engaged staff are more enthusiastic and productive and serve their internal and external customers better. Contact me and ask me how my WE CARE process can enhance the engagement of even negative employees. You also could drop me a line and I'll send you a brief, free report on the importance of engagement and how you can enhance it.
Now It's Your Turn!: In what kind of weird behaviours do you watch people in your organization engage? How about sharing a story about a report you got about something you never said or did? Does Mr. Renesch's analysis make sense in your experience? (My 'Comment Section', in which you can share anonymously, will open to you when you click on "comments" immediately below this post.)