Archive for the ‘Training and Development’ Category

Employee Motivation in the Trenches

Wednesday, February 25th, 2009

For much of mid-February, the smell of grilled bankers hung over the nation’s capital.

Eight of the nine CEOs of banks that received TARP bailout money were testifying before the House Financial Services Committee.  Among the complaints of the Committee were the enormous bonuses that executives have been getting even as their companies lose billions.

The bank executives countered that they have to compensate their key people lavishly or they’ll lose them.  Money is essential to motivation, they said.  And they say this with such complete conviction that it’s hard to believe they might be wrong.

But listeners to Marketplace on National Public Radio were treated to a different perspective when the show asked some working people in L.A. what inspires them to do a great job.

“It’s my passion for arts and beauty,” said a hairdresser.  “I want to be the best, best shoeshine man there is,” said the owner of a shoeshine stand.  “If you care for your customers, you want to do the best you can for them,” said a Starbucks barista.

Obviously none of these people would turn down a raise if it was offered to them.  But when asked what motivates them to do a great job, unlike the CEOs, money was not the first thing knocking on the back of their teeth. (more…)

The Gift of the Complaint

Thursday, February 19th, 2009

“You screwed up big time.”

If that sentence fails to send a shiver down your spine, either you are not human, you are not listening—or you are a brilliant and savvy businessperson.

On an emotional level, nobody likes criticism.  We all prefer to see ourselves as ever-so-competent and applause-worthy, so criticism hurts our morale.  From the first time Mom blew her top at the gorgeous and creative Technicolor blob of crayons you melted in the toaster, you’ve hated the sound of human disapproval.

Get over it.

Sure, a note from a happy customer can add to your joy at work.  But compliments, as yummy as they feel, are shiny brass beads.  Complaints, on the other hand, are 24-carat gold. (more…)

The Unbeatable Human Touch

Wednesday, February 11th, 2009

My car is like a second home.  I can leave home and still do everything except go to the bathroom—though I’m sure Detroit is working on that one. In my car I can check e-mail on my PDA, have a conference call, and pick up a no-foam skim latte.  I have my makeup application timed to two full stoplights.  And I’m not the only one, of course.  I’ve seen people reading, shaving, even changing their clothes while driving!

And when I bank from my car, which I often do, and I see the twin driveways marked “ATM” and “TELLER,” it’s a no-brainer.  I’m a teller kind of gal.

I remember when ATMs first appeared in the early 80s.  And along with everyone else, I was smitten at first with this round-the-clock money-spitter.  There’s no question that all of our Jetsons-like technology is convenient, but I have to wonder—in the process of making things easier, have we lost something of real value?

I think we have.  What we’ve lost is each other. (more…)

After the Ax— Keeping Employees Engaged After Layoffs

Friday, February 6th, 2009

There’s no sugarcoating it—it’s just not pretty out there.  The Bureau of Labor Statistics counted 2,275 “mass actions” (layoffs of 50 or more) for the fourth quarter—a total of nearly a quarter million lost jobs.  And that doesn’t even count the uncountable smaller layoffs.

Every one of these is tragic for the laid off individuals and their families.  But there’s another issue that’s been less talked about—the folks and the companies that are left behind.

You know that employee motivation and engagement are key to the success of your company in good times and in bad.  So how do you get morale back where it needs to be and keep it there after the ax has fallen? (more…)