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Hi motobltr, 

Is customer service important to your business? Make sure you join me on June 7 for a special webinar, "Fast, Focused & Friendly: The Essentials of Great Customer Service."

Also, we are now providing FREE U.S. shipping for all of our books, facilitator kits and other products when you order from our store.


Charting your course,
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Gregory P. Smith
President & Lead Navigator
Chart Your Course International Inc.

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How To Deal With The Loss Of Expertise When Employees Leave
All companies go through turn over in the staff. Some employees are very knowledgeable about their job and bring a lot to the table. You will have to account for what the business will suffer in the event of losing them.
Dealing With the Lost Expertise or Knowledge When Employees Leave
Do you have a process in place to capture intellectual capital? Your staff has knowledge that is important to the company.
One thing to consider is setting up processes with the staff ahead of time. Encourage them to collaborate and offer rewards on account of this. Also, you should have a reward system in place for staff that gains new information.
Chaotic Periods Destabilize the Company
When a business goes through transitions, it can cause an uproar in the company.
There are things that need to be considered when putting together a good program. First, you need to know what each employee needs to learn and why. If you know what they need to learn, it will make it easier to get the programs in place.
Also, when preparing programs, you need to make certain they address both skill training as well as training on critical aspects of the company. Spending the time to train new employees will make it harder on the remaining staff.
Here are some things to consider to keep these periods from having so much of an effect on the business:
  • Does the CEO have a clear vision in place for the team to understand?
  • Do team members understand their place in the overall vision?
  • Does the leadership team have clear communication plans put together?
  • Does the company have a profit plan?
  • Is the value proposition of the business clear?
Giving everyone a clear understanding of their role in the company will go a long way in helping get through a transition.
The Organization Needs to Understand How the Company Will Grow In The Future
Every company would benefit from ensuring there is a growth plan in place for the future. All employees should understand where they fit into the plan.
Your business would benefit from putting out a survey that captures the way each staff member feels about the organization. This will give you a good idea of office morale.
It goes a long way if the CEO involves employees in what the company is challenged with. That makes the staff feel like they have a role in reaching the goals. Also, a CEO should be regularly communicating with the staff the goals for the business.
The Organization Needs to Understand the Impact That Staff Satisfaction Has on the Company's Profitability
It should be no surprise that low morale leads to less profits in the business. Employees that do not feel satisfied in their jobs will perform at a lower level than those that do feel satisfied in their job.
Here are some things to evaluate:
  • Has the company shared with employees how they are part of increasing profits in the business?
  • Does the CEO understand how emotional intelligence plays into employee satisfaction?
  • Can employees impact customer satisfaction? If so, what power will you give them to meet customer needs?
A business needs to understand how their staff is a vital asset in the growth of the company.
When staff has the resources and training they need to be successful in the job, the business can grow. t
We would love to hear your comments! Please give us your thoughts and let us know if you need help developing your staff.
~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected. All rights reserved.
Get the "How to Attract, Retain and Motivate Your Workforce Webinar" recording

Good organizations make employee retention a core element of their management strategy. Those that fail to make it a priority risk losing their employees to the competition. Turnover lowers customer satisfaction and demotivates the team. Author and business consultant Gregory P. Smith will show you how to design an effective talent management strategy that provides a road map for not only attracting and keeping talented employees, but for motivating and engaging them to achieve a higher level of performance and engagement. Greg will provide many tips, practical ideas, and easy-to-implement advice for creating a motivating, high-retention culture.
60 minutes/$39
Order now
UPCOMING WEBINAR

Fast, Focused & Friendly: The Essentials of Great Customer Service

Learn to create a powerful brand of exceptional customer service that permeates and drives the actions of the entire organization. This program will help you create a five-step service quality process that develops the right attitudes, behaviors and emotionally connects with your customers. Discover how to hire, manage and reward your employees so they act quickly, take responsibility and deliver a high level of service. Learn how to train your employees to become your ambassadors that will keep your customers pleased and coming back. Whether you are a hardware store, hotel or a healthcare facility, this session provides dozens of tips and strategies.

Date and Time
Tue, Jun 7, 2016 1:30 PM - 2:30 PM EDT
 
Help Young Talent Develop A Professional Mindset
Depending on how long you have been in business, it can seem that the talent is getting younger and younger every year. The generational gaps we experience are not just in social environments, but are truly felt in the workplace as well. So, how do we help these young professionals develop the right mindset that will help our businesses grow?
Develop Emotional Intelligence
Many people that are entering the marketplace do not believe that social skills are necessary. In fact, somewhere around 69% of those that enter the workforce believe that people skills can actually get in the way of doing their job well. It is not surprising that these people also believe that their technical skills are far more valuable than their people skills.
It is very important that young talent is taught the soft skills they need to ensure that a team works together smoothly. Those that are emotionally unintelligent are more likely to:
  • Struggle to collaborate with their team
  • Be inflexible or unadaptable to different situations
  • Have little ability to interact with those that are not the same personality
  • Unable to reason when stressed
  • Not able to communicate well
As a business owner, you need to help your new hires develop in their emotional intelligence. For a workplace that flows well, it is essential that these soft skills are cultivated.
Teach Time Management
In a culture where everything is immediate, it is hard for any of us to keep from becoming distracted. When our employees lack time management skills, then it affects the productivity of the entire business. You want to give your employees the best chances of getting as much done each day as possible.
Put into place things they can do that will help them better manage their time. Help your employees understand the order of priorities each day. This is not to say that you need to micromanage them, but give some guidelines.
Make Feedback a Priority
Everyone in the company needs the ability to provide feedback. This goes from employee to employee and up the line. Managers need to be able to provide feedback about performance & employees need to share their difficulties and other concerns.
In your business, it is to your advantage to ensure that your young talent is given the best chances to become the professionals you need them to be. t
Need help developing your employees? Contact us today!

~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected. All rights reserved
ADVANCE YOUR EDUCATION
Online E-Learning Courses

Advance your career by learning the critical skills needed to become an excellent manager. Course completion certificates included. Individual or organization wide learning.

Healthcare/Customer Service/General management versions available.

BROWSE OUR ONLINE CATALOG
Involve Everyone During Group Interviews
 
Improve Your Emotional Intelligence 

Research over the last 20 years has shown that individuals who have developed their Emotional Intelligence are between 40 -122% more effective, especially in roles that require influencing and guiding other's choices (such as leaders, sales and customer service). 

It has been said that the EQ (or understanding of Emotional Intelligence) will trump having a high IQ due to the power of Emotional Intelligence to assist in collaboration and productivity.  

The Emotional Quotient provides simple, systematic and accurate feedback for developing one's emotional intelligence. With an increase in EQ, individuals and teams will enjoy a significant improvement in their personal and professional relationships, as well as more rewarding interactions with others.

UPCOMING ACCREDITATION DATES

Master DISC Training Program (2 Days)
NOW IN NEW YORK CITY
July 6-7 (Durham) |July 26-27 (Atlanta) | August 18-19 (New York) September 13-14 (Atlanta)


DISC Certification Training Webinar
Choose the month you would like to attend
June 20, 22, 27, 29 | July 11, 13, 18, 20 | August 8, 10, 15, 17
3:00-4:30 ET
 More information 

Emotional Quotient Training & Certification
More information

Personal Motivation  and Engagement Certification Training
  
Self-Study DISC Training Program
Contact us about discounts for Military/Veterans
Government & Education
DISC Alumni
Call or email us for more information.
800-821-2487800-821-2487 FREE or
770-860-9464770-860-9464 
64 Icebreakers and Team Building Exercises Book 

Energize your meetings and training programs with our incredible collection of 85 team building exercises and icebreakers.

$14.95
More info
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Chart Your Course International, 129 Bennett Mountain Trace, Chapel Hill, NC 27516
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