Blog Archives

Building Rapport Using the Mirroring Technique for Effective Communication

For customer service providers, it is just as critical to listen as to speak

Building Rapport Using the Mirroring Technique for Effective Communication In customer service, is it more important to be a good sender of information or receiver? For customer service providers, it is just as critical to listen as to speak. Is there an art to being a good listener? Yes. Does it come naturally? I think not. In fact, research indicates that we hear half of what is said, listen to half of what we hear, understand half of it, believe half of that, and remember only half of that.

That means in an eight-hour workday, you spend about 4 hours listening. You hear about 2 hours worth. You listen to 1 hour’s worth. You understand 30 minutes of that hour. You believe only 15 minutes worth. In addition, you remember just under 8 minutes worth.

How important are the nonverbal aspects compared to the actual words we use when communicating? Your words are about 7 percent of your communication, tone of voice 38 percent, and body language about 55 percent, and yet, most communication training centers on the use of words.

Often we fake attention because our thought-to-speech ratio. We can think five times faster than the other person talking can. Now you can do something productive with that extra lag time in your thought-to-speech ratio.

Leadership consultant Tom Peters notes: “Good listeners get out from behind their desk to where the customers are.” Do you give your full attention to the people who talk to you? If not, learn a powerful, technique that will improve your listening and help you gain rapport with anyone you meet. This technique comes from the science of neuro-linguistics programming (NLP,) developed by John Grinder and Richard Bandler. By incorporating NLP into the way we work with people, we can “read” people more sensitively, establish a positive relationship more quickly, and respond to them more effectively.

Mirroring is the Art of Copying Another Person’s Behavior

Mirroring is the Art of Copying Another Person's Behavior Mirroring, one of several NLP techniques, is the art of copying another person’s behavior to create a relaxed communication situation. We tend to like people who are like us. If we look like someone (and 93 percent of who that person is, is nonverbal), they will subconsciously say to themselves, “I like this person. They are just like me.” In addition, if we like someone, we trust him or her and want to do business with him or her. Think about the potential this has for promotions, building business, and building relationships and friendships.

Specifically, this is how you mirror: First, match the other person’s voice tone or tempo. If they talk fast, you talk fast. If they talk slowly, you talk slowly. When I speak in New York, I cannot speak quickly enough. If I am in southern Texas, I slow my pace down to match their pace. One way to help you match the other person’s tempo is to match the other person’s breathing rate. Pace yourself to it. Match the other person’s body movements, posture, and gestures. If the person you’re mirroring crosses his or her legs, you cross your legs. If the other person gestures, you gesture. Of course, subtlety is everything. You may want to wait several seconds before moving.

The process of mirroring is natural. You do it naturally with people you like and have built rapport with.

Morton Kelsey said it well when he said, “Listening is being silent in an active way.” If you think of it, if you rearrange the letters in the word listen, it is equivalent to silent. We would be more effective in customer service if we would listen more and talk less.

I hope that this listening technique will help you gain much wisdom and that as a result, you will have to repent very little.

Posted in Education and Career Life Hacks and Productivity

Best Practices for Managing Remote Employees

Virtual Team Management

Virtual Team Management As managers seek ways to cut costs, increase revenue and spark innovation, and employees strive for a better work-life balance, a mutually beneficial solution—telecommuting—is on the rise. In the U.S. alone, there are 28 million telecommuters, expected to double to 50 million by 2005.

To benefit, remote workers need the right tools to connect with colleagues, applications, and information. When telecommuters feel isolated, they become disconnected from current priorities and miss opportunities to contribute to their highest potential.

Afore undergoing its last earthly transformation, the external covering of the virtual team management, from the moment of its conception as an virtual team, passes in turn, once more, through the phases of the several companies.

The solution that addresses the challenge is a virtual e-workplace that provides employees with access to information and a broad set of Internet-based collaborative technologies, such as e-meetings, e-learning, and instant messaging designed to make them more nimble.

Ways to Successfully Manage Virtual Teams

Ways to Successfully Manage Virtual Teams An e-workplace provides users with a single point of access for the right technology tools to immediately access information, collaborate with colleagues, and participate in online training courses to improve skills. Virtual employees can streamline work by accessing information customized for their roles. For example, a salesperson might need access to information on products, customers, and competitors and connect with people who can address customer issues, provide expertise, or share best practices.

Another example is eHR. Integrating eHR capabilities into your e-workplace enables remote workers to attend to personal needs, such as understanding their health care benefit options, without having to speak with an HR professional. An e-workplace bolsters efficiencies and provides more flexibility. When they have left the countries to which their doctrines were unacceptable, and established themselves in a remote corner of the earth, this is neither possible nor desirable.

Building and Managing Virtual Teams that Work

Building and Managing Virtual Teams that Work Many organizations have an intranet in place. Large businesses can have as many as 300 to 10,000 intranet pages, each with their own look and feel and navigational construct. In this case, employees lose productivity searching for information. By consolidating these pages into one e-workplace and integrating team-based technology solutions, productivity and the quality of communication can skyrocket.

With team-based technologies, users, and remote workers can instantly form virtual teams and collaborate on the fly right from the intranet to respond to market changes. For example, if your intranet includes a corporate directory with connections into team-based technologies, users can rapidly find colleagues with a certain expertise and see where they fit. Aware of this context, the user can initiate contact through appropriate channels. These are not questions of liberty, and are connected with that subject only by remote tendencies; but they are questions of development.

For example, the user can see if the expert is online, click on the expert’s name, and instantly contact him or her via an instant message or in an e-meeting. The user could also create a virtual team room and invite the expert to comment on documents created and posted within the team room. Without an integrated e-workplace program, employees must navigate on their own to find expertise.

By giving people access to the information and experts they need at their fingertips, an e-workplace enables remote workers to be more productive, maintain their competitive edge, and respond quickly and accurately to demands from customers and partners.

IBM, for example, has achieved big benefits from its e-workplace program. The intranet has helped us to cut costs, saving an average of $10,000 per employee who goes “mobile,” meaning they give up their dedicated office space. In addition, employees conduct more than 8,000 e-meetings per month, saving us about $50 million per year in reclaimed travel and productivity costs.

Must-Know Strategies for Managing Virtual Teams

Must-Know Strategies for Managing Virtual Teams e-Workplaces increase collaboration among virtual teams. IBM’s e-workplace allows me to bring in the right expertise, regardless of their location.

As a manager of a remote team, you need to measure people based on their accomplishments and deliverables. Support their activities by ensuring that they have what they need to succeed.

Here are four guidelines:

  • Establish a purpose. Ensure that each virtual team member has a defined purpose and objectives against which they will be measured. When remote workers have goals and incentives for reaching those goals, they are more motivated and productive. Create a training schedule for your e-learning program, so that people are learning new skills.
  • Measure the output, not the process. Virtual teams are more structured than teams located in the same office. Since face-to-face meetings are not practical, you must adopt other ways to communicate and seek approvals. Managers of virtual teams should create a culture of trust, be available through instant messaging for quick questions, hold conference calls to identify when a project is off track, and make use of instant messaging, e-meetings, and team workspaces. Focus on output, not hours.
  • Balance between virtual and face-to-face meetings. While e-meetings are great for keeping up with progress, they are not so great for team building. Face-to-face meetings, for example, are important for brainstorming sessions, building trust, and getting to know each other. Schedule face-to-face gatherings quarterly to foster team building, rapport, and communication among team members.
  • Use presence awareness to show your virtual office door is open. Presence awareness technology embedded in an e-workplace will let your reports know when you are available to discuss progress, answer a quick question, or to chat about their concerns. It can also alert your staff if you are online via a mobile phone, so they know to keep messages short or call on the phone.

Managing the Virtual Team

Managing the Virtual Team Virtual teaming and telecommuting are necessary responses to our global economy. People are able to grasp the strength of the emotion out of which alone such work, remote as it is from the immediate realities of life, can issue. With an e-workplace, people can interact with more colleagues, break down barriers, respond more rapidly to customers, make decisions faster, and be more productive.

By placing the desired behavior along the path of least resistance, we turn it into the behavior we’re most likely to repeat. And the more we repeat it, the more likely it is to become a habit, and the less and less we need it to lie along the path of least resistance.

Posted in Education and Career Management and Leadership

The Intrapreneur’s Ten Commandments

'The Entrepreneurial Mindset' by Rita Gunther McGrath (ISBN 0875848346) Gifford Pinchot III, the creator of the word intrapreneur created 10 commandments:

  1. Come to work each day willing to be fired.
  2. Circumvent any orders aimed at stopping your dream.
  3. Do any job needed to make your project work, regardless of your job description.
  4. Find people to help you.
  5. Follow you intuition about the people you choose, and work only with the best.
  6. Work underground as long as you can – publicity triggers the corporate immune system.
  7. Never bet on a race unless you are running in it.
  8. Remember, it is easier to ask for forgiveness than permission.
  9. Be true to your goals, but be realistic about the ways to achieve them.
  10. Honor your sponsors.

Later Gifford Pinchot III added six more commandments,

  1. Ask for advice before asking for resources.
  2. Express gratitude.
  3. Build your team; intrapreneuring is not a solo activity.
  4. Share credit widely.
  5. Keep the best interests of the company and its customers in mind, especially when you have to bend the rules or circumvent the bureaucracy.
  6. Don’t ask to be fired; even as you bend the rules and act without permission, use all the political skill you and your sponsors can muster to move the project forward without making waves.

Gifford Pinchot - Intrapreneur's Ten Commandments Gifford Pinchot III is also the grandson of the first Chief of the United States Forest Service and the 28th Governor of Pennsylvania, Gifford Pinchot. The younger Pinchot has been distinguished for carrying on his grandfather’s work in environmentalism. In fact, Gifford Pinchot was an innovator of U.S. forestry and conservation and public official. With Theodore Roosevelt, Pinchot helped to found the Bull Moose Party in 1912. From 1923 to 1927 and from 1931 to 1935 he was governor of Pennsylvania. In his first term, he forced a restructuring of the state government and the establishment of a budget system. He settled a coal strike by mediation in 1923. Pinchot’s autobiography, Breaking New Ground, was published after his death in 1947.

Posted in Education and Career Management and Leadership

Learning and Productivity Compound Over Time

Mathematician and computer scientist Richard Hamming on how learning and productivity compound over time

How are some people more industrious and prolific than others? Are they merely smarter or do they just toil a bit harder than everyone else?

In 1986, mathematician and computer scientist Richard Hamming gave a talk at Bell Communications Research about how people can do great work, “Nobel-Prize type of work.” One of the characteristics he talked about was possessing great drive:

Now for the matter of drive. You observe that most great scientists have tremendous drive. I worked for ten years with John Tukey at Bell Labs. He had tremendous drive. One day about three or four years after I joined, I discovered that John Tukey was slightly younger than I was. John was a genius and I clearly was not. Well I went storming into Bode’s office and said, “How can anybody my age know as much as John Tukey does?” He leaned back in his chair, put his hands behind his head, grinned slightly, and said, “You would be surprised Hamming, how much you would know if you worked as hard as he did that many years.” I simply slunk out of the office!

What Bode was saying was this: “Knowledge and productivity are like compound interest.” Given two people of approximately the same ability and one person who works ten percent more than the other, the latter will more than twice outproduce the former. The more you know, the more you learn; the more you learn, the more you can do; the more you can do, the more the opportunity—it is very much like compound interest. I don’t want to give you a rate, but it is a very high rate. Given two people with exactly the same ability, the one person who manages day in and day out to get in one more hour of thinking will be tremendously more productive over a lifetime.

Thinking of investing your time and energy in terms of this compounding effect can be a very useful way to go about life. Early and rigorous investment in anything you are interested in cultivating—friendships, relationships, wealth, understanding, spirituality, know-how, etc.—often generates exponentially superior results over time than even marginally less effort.

Success begets success, and that counts for small investments, too.

Try to have “more experience” than someone else, but it’s not by itself enough. It’s about how well you can draw the appropriate lessons from the experiences. It’s about how well you can distinguish specific experiences as generalizable versus anomalies.

Knowledge Compounds

Someone once asked Warren Buffett how to become a better investor. He pointed to a pile of company annual reports. “Read 500 pages like this every day … That’s how knowledge works. It builds up, like compound interest. All of you can do it, but I guarantee not many of you will do it.”

Posted in Education and Career

How to Build Trust in a New Job

How to Build Trust in a New Job

Many leaders in transition often do things that damage their career success. Leaders are most vulnerable during this time because they are developing new relationships, trying to affect change, and feeling pressure to meet the high expectations of others.

To put these principles into action, leaders need a six-point agenda:

  • Get an early start. Before starting a new position, learn about the company’s history, culture, strategy, competitors, and learn the names and responsibilities of colleagues.
  • Meet and greet. Meet as many people as possible, especially the informal leaders or influencers. Tools such as email, voice mail, or the company newsletter are helpful, but should not replace face-to-face meetings. Many leaders get too caught up in pleasing the boss, or in solving problems, at the expense of those who will execute the changes. Making time to listen to even the most disgruntled employees will pay off in more trust and connection.
  • Learn the critical success factors. Identify areas where the most impact or improvement can be made. Focus on one or two, ask a lot of questions, get input from key opinion-makers, and when make recommendations, back them up. Also learn what is going well, and how to leverage those areas by building continuity from the old to the new.

Learn the critical success factors.

  • Set clear priorities. At the start of any new role, you need to decipher what is important, and what is not. And then constantly reassess the message. In developing your top priorities and vision, you will gain a dear focus, demonstrate credibility, and establish a clear cause for people below to rally behind. Make sure to involve key people, as they will offer more support for what they helped create.
  • Secure early wins. During the first 100 days, a leader wants people to feel that something is different, something good is happening. Celebrate some early successes to gain the confidence of followers. To secure early wins, first identify problems that can be tackled and solved quickly, and whose solutions will yield highly visible results. These few small wins will also demonstrate competence and consistency that provides the trust for larger initiatives.
  • Plant seeds for the future. The momentum that began with small wins must be leveraged to support your longer-range vision of the future. Small change is easy, but transformational change will require coalitions of support. By including a few key individuals in your planning, you will build “referent trust” that will cascade to a broader audience as you move forward.

Sure distrust is high, leaders need to build trust early in their tenure.

Posted in Education and Career

Career Success Depends on Your Ability to Motivate Individuals and Teams to Get the Right Results

Nothing leaders do is more significant than getting results. But you can’t get many results by yourself—you need people to help you. And the best way to have others help you is by motivating them to accomplish results. The old paradigm, which says revenue growth and shareholder-value growth are interrelated, does not go far enough toward clarifying how the best companies produce value. Try using these three motivation principles.

Principle #1 of Motivation: Motivation is Material Accomplishment

Ways to Increase Employee Motivation “Motivation” has common roots with “motor,” “momentum,” “motion,” and “mobile.” These words represent movement and action. Motivation isn’t about what people think or feel but what they do. When motivating people to get results, challenge them to take those actions that will achieve desired results.

You will be more competitive when your people, instead of being ordered to go from point A to point B, want to go from point A to point B. They will “want to” when they believe in your leadership. This predisposition cannot be helped because of indispensable variances in the program designers’ backgrounds. But eventually, a single approach is too constricted. To design learning experiences that work, leadership training will have to integrate more meritoriously all four approaches into a solitary program. Consequently, leadership training has budged toward teaching managers and executives how to expect what is on their industry skyline and how to mobilize their organization to shape the future.

The first step in conscripting their belief in your leadership is for you believe in them and to value the work they do. Express your belief that they can get the results you are asking of them. Tell them how much you appreciate their hard work. For many companies, leadership training then basically befalls a quick-fix answer to greater problems.

But believing is not enough. Motivation means people take the precise actions they need to take to make happen what you want to have happen. Encourage people to write down three precise things that they need from you to help them get increased results.

Principle #2 of Motivation: Motivation is Propelled by Emotion

The Meaning of Motivation in Management Emotion and motion come from the same Latin root meaning “to move”. When you want to move people to take action, engage their emotions. People need a strong emotional commitment (motivation) to take action and realize the goal. The key is to visualize the future as having numerous possibilities and to develop intuition about relative probability by revealing ourselves to a wide gamut of successes and failures.

When I explained this to the chief marketing officer of a services company, he said, “Now I know why we’re not growing! We (senior leaders) established our marketing strategy in a bunker! He showed me his 40-page strategy document. The points were logical, consistent, and all-inclusive. It made perfect sense—to the senior leaders. But it did not make experiential sense to the people who had to carry it out. Since they had no input into the strategy, they disrupted the implementation in many innovative ways. Only when people are motivated—emotionally committed—to functioning the strategy, does it have a chance to succeed.

Principle #3 of Motivation: Inspiration is What Others Do to Themselves, Not What You Do to Them

You and I can’t motivate anybody to do anything. The people we want to motivate can only motivate themselves. The motivator and motivatee are always the same person. Leaders communicate, but individuals must motivate themselves. So, our “motivating” others to get results really entails our creating an atmosphere in which they can motivate themselves to get those results. On top of that, there is the very important role of setting direction and in communicating that direction.

Create the Right Climate to Motivate Employees For example, one leader almost encountered a mutiny when he presented next year’s goals—numbers much higher than the previous year’s goals. The staff went ballistic. “You expect us to get much higher numbers? No way!” He told me. “I know we can hit those numbers. I just have to get my people motivated!” I recommended that he create an environment in which his people could motivate themselves. So, he had them measure what activities got results. They discovered that they spent 60 percent of their time on work that had nothing to do with getting results. He then had them develop a plan to eliminate the pointless work. Once in charge of their own destiny, they got motivated! They established a great plan and started to get great results.

A good number of leadership programs have a half-life of a few days or weeks after the conferences close. Few have established passable transfer mechanisms to bring leadership skills back alive to the office, and most are captives of a single pedagogic method that imitates the teaching of their instructors.

Create the Right Climate to Motivate Employees

At the moment, there are adequate incentives for people to perform, based on the recognition that they accomplish what we thought they should to achieve. The point is that there are people to talk to who have an in-depth, long-term appreciation of the company and who know what is really going on.

Your career success depends on the ability of managers to motivate individuals and teams to get the results. The best ways to recognize others and celebrate accomplishments is best done by:

# setting high standards,

# discovering people doing things right,

# being innovative with rewards,

# acknowledging others in public, and

# personalizing rewards.

Posted in Education and Career

Bill Gates on Malcolm Gladwell’s 10,000 Hour Rule

Malcoln Gladwell It’s a tempting proposal: if you practice anything for 10,000 hours, then you will become world class. In 1993, scientist Anders Ericsson learned of a group of psychologists in Berlin who were researching violin players found that, by age 20, the leading performers had averaged in excess of 10,000 hours of practice each. Less able performers, in the meantime, clocked up just 4,000 hours. Malcolm Gladwell popularized the notion further in his book Outliers: The Story of Success.

In study after study, of composers, basketball players, fiction writers, ice-skaters, concert pianists, chess players, master criminals,” writes the neurologist Daniel Levitin, “this number comes up again and again. Ten thousand hours is equivalent to roughly three hours a day, or 20 hours a week, of practice over 10 years… No one has yet found a case in which true world-class expertise was accomplished in less time. It seems that it takes the brain this long to assimilate all that it needs to know to achieve true mastery.

Gladwell applied the concept to Bill Joy, Bill Gates, and the Beatles, who sharpened their musical know-how in performance at Hamburg’s strip clubs. Gladwell says:

The Beatles ended up travelling to Hamburg five times between 1960 and the end of 1962. On the first trip, they played 106 nights, of five or more hours a night. Their second trip they played 92 times. Their third trip they played 48 times, for a total of 172 hours on stage. The last two Hamburg stints, in November and December 1962, involved another 90 hours of performing. All told, they performed for 270 nights in just over a year and a half. By the time they had their first burst of success in 1964, they had performed live an estimated 1,200 times, which is extraordinary. Most bands today don’t perform 1,200 times in their entire careers. The Hamburg crucible is what set the Beatles apart.

'Outliers' by Malcoln Gladwell (ISBN 0316017922) Coined by Florida State psychologist Anders Ericsson and made famous by Malcolm Gladwell in his book Outliers, the 10,000 hour rule reflects the belief that becoming a superlative athlete or performer rests on a long period of hard work rather than “innate ability” or talent. As stated by Malcolm Gladwell’s famous 10,000-hour rule, genuine success only comes to people who are willing to put in a great many hours to become first-class at something they value. Whether it involves learning a new piece of equipment, a new language, or developing a craft, being able to cope with setbacks and stay focused on goals regardless of how far-flung they seem. And so the importance of resolve and steadiness in success.

Bill Gates did not only have an propensity for creating software, he also had just about exceptional access as a schoolboy to a mainframe computer that the parents’ association of his local school invested in, in 1968. He got to it in eighth grade before just about anyone else in the world. Correspondingly the Beatles’ genius for melody did not come ready made. They developed it while singing in Hamburg in the early Sixties, at all-night strip clubs. In those years they dedicated more time to pop music than any of their peers. The same could be said for Mozart, or Tiger Woods. They had capability, sure enough, but they also had extraordinary family circumstances that allowed them a reasonable advantage at a very early age. They put the hours in first.

Extraordinary success depends on talent, hard work, and being in the right place at the right time, among other things. In Outliers, Gladwell contends that, to truly master any skill, leaning on various pieces of research, requires about 10,000 concentrated hours. If you can get those hours in early, and be in a position to exploit them, then you are an outlier.

When asked, “What do you think of Malcolm Gladwell’s theory that the years 1953 to 1955 were the perfect ones in which to be born for the computer revolution?” by his father William H. Gates Sr., Bill Gates reponds:

His book makes a lot of great points … that is that in all success stories there are significant elements of luck and tiny … I wasn’t the only kid born between 1953 and 1955, but absolutely to be young and open-minded at a time when the microprocessor was invented … in my case have a friend Paul Allen who was more open-minded about hardware type things and literally brought me the obscure article to talk about that first microprocessor and said you know this is going to improve exponentially … what does that mean and I said well at that means it we can do anything we want and then he was … you know … bugging me the rest of the time every time there’d be a new microprocessor he said can we do something yet and when we were in high school that can happen … so he came back to possible good job there and actually the microprocessor that was finally good enough came out in early 1975 and that’s why I i dropped out … so the timing was pretty important you know why didn’t older people see it … they weren’t this open open minded … they didn’t think about software is the key ingredient … now a lot of kids started doing software and … it’s not if somebody reads the book to say that if you spend 10,000 hours doing something you’ll be super good at it I don’t think that’quite as simple as that what you do is you do about 50 hours and ninety percent drop out because they don’t like it or they’re not good … you do another 50 hours and ninety percent drop out … so there’s these constant cycles and you do have to be lucky enough but also fanatical enough to keep going and so the person makes it to 10,000 hours is not just somebody has done it for 10,000 hours there’s somebody who chosen and been chosen in many different times and so all these magical things came together including who I know and that time … and i think you know that’s very important … when you look at somebody who’s good and say could I do it like them … they’ve gone through so many cycles that it may fool you that you know yes yes you could with the with the right luck, imagination, and and some some talent.

Bill Gates responds to Malcolm Gladwell’s theory that it takes 10,000 hours of deliberate practice to master a skill. Apart from acknowledging luck, timing and an open mind, Gates suggests that a successful person survives many cycles of attrition to make it to 10,000 hours of experience. “You do have to be lucky enough, but also fanatical enough to keep going,” explains Gates.

Unfortunately, a Princeton study, which analyzed 88 studies, established that practice accounted for just a 12% variation in performance.

Posted in Education and Career Mental Models and Psychology

Best Practices for Onboarding New Employees: Maximizing Success

Benefits of Employee Retention Strategies

Guide to Employee Onboarding Best Practices

Often new hires leave too early for an organization to enjoy a return on its recruiting investment. The relationship between manager and new hire is critical to retention and performance. Managers can unleash the energy of their new hires by engaging them in a series of structured, powerful conversations over the first few weeks. By focusing these conversations on six sources of power, managers can connect early and cultivate more productive, motivated, and committed workers. These are: power from relationships, passion, challenges, focus, balance, and intention.

New hires often come fully charged, excited about their new adventure, and filled with energy and potential. By tapping into that energy, knowledge and wisdom right from the start, you can maximize the new hire’s potential, extend the handshake, and fuel that energy well past the beginning of the employment cycle.

While recruitment continues to be one of the most costly human resource processes, its longer-term effectiveness is being eroded by high attrition. Hiring doesn’t stop with the job offer. Today re-recruiting your best people is as critical as hiring them in the first place.

Often new hires leave too early for an organization to enjoy a return on its recruiting investment. And if they stay, are they productive, engaged, loyal, and committed? Have they simply “checked in” or are they “tuned in” and “turned on” as well?

The relationship between manager and new hire is critical to retention and performance. To increase retention and build loyalty during that critical first year, start by building the relationship between new hires and their managers.

Unleashing the Energy: New Employee Onboarding

Unleashing the Energy: New Employee Onboarding Improving first-year retention, decreasing time-to-productivity, and building loyalty and commitment are directly related to how quickly managers develop quality relationships with new hires.

Managers can unleash the energy of their new hires by engaging them in a series of structured, powerful conversations over the first few weeks. By focusing these conversations on six sources of power, managers can connect early and cultivate more productive, motivated, and committed workers.

  • Power from Relationship. There is no greater predictor of retention and engagement than the quality of the relationship between new hires and their managers and colleagues. The closer these bonds, the more new hires trust management, the more they feel cared for and valued, and the greater their focus, productivity, and satisfaction.
  • Power from Passion. People are more passionate about their work when they use their talents and skills to work on tasks and projects that interest them in environments that are consistent with the ways they prefer to work. Managers need to recognize their new hires’ skills, honor their interests, and leverage their strengths.
  • Power from Challenge. People get excited about their jobs (and stay excited) when they learn and grow in ways that have meaning for them. Managers need to become better talent scouts, and recognize potential when they see it. They need to provide for continued development and challenge.
  • Power from Focus. People are more committed when they know what the organization is trying to achieve, and how they can contribute to those outcomes. Managers must help new hires learn to navigate; understand the purpose, mission, and objectives; and appreciate how their efforts serve those goals.
  • Power from Balance. People’s lives extend well beyond the workplace. They have families, friends, lovers, and children to care for. They have finances to manage and households to maintain. They want to stay vibrant and healthy. They want to play and have time for themselves. Managers must make room for new hires and their whole lives.
  • Power from Intention. Managers and their new hires must follow through to earn the commitment and loyalty they both want: What new skills will they develop the first year, and how? What new areas will they explore, and how? What relationships are important to establish? How will the manager or new hire flex to make the relationship work best? What results will new hires be responsible for? How will they be rewarded? What support will the manager provide? It takes more than talk-new hires need to see tangible progress.

Benefits of Employee Retention Strategies

Best Practices for Onboarding New Employees: Maximizing Success What does the organization get in return? Here are a few bottom-line results:

  • Improved first-year retention rates. Engaging new employees early in shaping their jobs, designing their development, and building relationships can decrease first-year attrition.
  • Decreased time-to-productivity. Encouraging managers to be clear about what exactly is expected, and discuss how well new employees are learning their responsibilities can decrease the time required for new hires to get “up to speed.” They will contribute more, and do so more rapidly.
  • Reduced recruiting costs. Convincing new hires that they made the right choice can result in an increase in recruits referred by recent hires. Some organizations attract 70 percent of their new hires from recent hire referrals, reducing recruiting costs significantly.
  • Increased productivity. Making it possible for people to do what they do best, allowing them to pursue their interests, and building meaningful relationships can lead to higher productivity, increased customer satisfaction, and enhanced profitability.
  • Brand development. The more your become known as a great place to work, as an organization that cares about its employees, the more easily you attract the best and the brightest.
Posted in Education and Career Management and Leadership

Susan Decker Got an Internship Doing a Magic Card Trick

An noteworthy anecdote on Susan Decker from ‘Marissa Mayer and the Fight to Save Yahoo’ by Nicholas Carlson:

'Marissa Mayer and the Fight to Save Yahoo' by Nicholas Carlson (ISBN 1455556610) During her first year in graduate school at Harward Business School, Decker interviewed at a small investment bank called Donaldson, Lufkin & Jenrette.

Decker hadn’t held a full-time job between college and graduate school, so, on her resume, she listed some of the odd jobs she’d done for money. One of them was “professional magician.” It was a stretch. Decker had once performed for a bunch of six-year-olds and made a little money.

Of course, the DLJ interviewers asked her about her magic skills.

Decker was one of those shy people who force themselves to dive into uncomfortable situations because they know that’s the only way they are going to get what they want out oflife. Decker dove in. She said to her interviewers: “Would you like to see a trick?”

They took the bait. Decker said she had an invisible deck of cards in her pocket. She made a show of taking it out and handed it to one of the interviewers. She said: “Pick a card, any card.”

She said: “What’s the card?”

The interviewer played along, made up a card, and said, “It was the eight of hearts.”

Decker pulled out a real deck of cards from her pocket. She fanned out the cards-only ene was face down. Decker turned it over: the 8 of hearts.

She got the internship.

Susan Decker Got an Internship Doing a Magic Trick Susan Decker most famously became president of Yahoo! Inc. and was passed over many a time for the role of Yahoo’s CEO. During her stint at Yahoo, while reporting to a revolving door of CEOs, she defended Yahoo’s business model. At a keynote for the 2008 Advertising 2.0 New York conference, Decker remarked on the transformation in the advertising industry as well as the opportunities and solutions for advertisers, ad agencies, and publishers. Decker asserted that new advertising products, technologies and platforms will make it more efficient to reach consumers. Decker also talked about the importance of striking the right balance between monetization and the customer experience:

Yahoo! is helping to accelerate the transformation of how display advertising is both bought and sold … First, we are developing the technology, products and platforms that are designed to help advertisers find the right audiences and publishers find the right advertisers. Second, we are partnering with publishers to secure and monetize inventory that advertisers and agencies find desirable. And third, we are partnering with advertisers and agencies to channel demand to the right consumer.

Susan Decker holds independent directorships at Warren Buffett’s Berkshire Hathaway, Intel, Costco, and LegalZoom. Charlie Munger, Warren Buffett’s business partner is also on the board of directors at Berkshire Hathaway and Costco. Bill Gates is also on the board at Berkshire Hathaway. His father, William H. Gates Sr., is also on the board at Costco.

Posted in Education and Career

Knowledge is Never Really Acquired

A portrait statue of Socrates The famous statement, “All I know is that I do not know,” is attributed-questionably, according to some scholars-to the ancient Greek philosopher Socrates (c. 470-399 BCE), based on two dialogues written by his disciple Plato (c. 424-c. 348 BCE).

In The Republic (c. 360 BCE), Socrates concludes a discussion with Thrasymachus on “justice” by saying, “the result of the discussion, as far as I’m concerned, is that I know nothing, for when I don’t know what justice is, I’ll hardly know whether it is a kind of virtue or not, or whether a person who has it is happy or unhappy.”

In The Apology (399 BCE), Socrates says of a well-respected politician that “he knows nothing, and thinks that he knows; I neither know nor think that I know.” The resulting slogan was adopted by later thinkers and incorporated into the tradition that became known as “Academic Skepticism.” Rather than believing that it is impossible to know anything, Academic Skeptics actually claim only that we can know very little about reality—namely, truths of logic and mathematics. This contrasts with Pyrrhonian skepticism, which involves an attitude of doubting every positive judgment, including logic and mathematics.

A serious problem with Socrates’s statements is that he seems committed to an incoherent position. If he truly does not know anything, then it is false that he knows that; but if he does know he does not know anything, then it is false that he does not know anything. Thus, the claim “I know that I do not know” is self-defeating (resulting in the statement also being known as the Socratic paradox). In response, many scholars argue that this is an uncharitable reading of Plato. They contend that Socrates’s claims are expressed in a particular context, referring only to specific concepts and not to knowledge generally (“Justice” in The Republic, and “beauty” and “goodness” in The Apology).

Posted in Education and Career Philosophy and Wisdom