Helping your business progress through people development

Many organisations are willing to invest in their team member’s growth by sending them to courses that are related to the work (E.g. Technical skills, and work-related soft skills).

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However, there are only a handful of organisations that encourage their team member to grow by working on their passion/aspiration; something that motivates them intrinsically; something that keeps them sprinting towards (to grow into someone they would like to become).

What Benefit?

Some of you might ask: “What is the benefit of the company in grooming the team members towards their personal goal?”. Some of you might even question if the team member would continue to stay once they have achieved their goal, and the total time spent on grooming that person would have been wasted if they were to leave.

So, here are the questions to ponder on:

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  • Would you have a team of people who are satisfied with their current position (being comfortable carrying out routine tasks) and avoid tasks that are out of their usual job scope? Or, people who feel stressed/uncomfortable when assigned to tasks that challenge them to improve on the “usual-out-of-date” protocol?
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  • Or, would you prefer a team of people who are (motivated by their own passion/aspiration) willing to learn and do more to improve themselves, and coming up with ideas/solutions (With the knowledge gained from their consistent effort to learn) to help the company and themselves grow?

Again, some of you might ask: “How would the focus on the team members’ personal aspiration aligned to the growth or progress of the company?”

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By first welcoming their personal aspiration, it removes their limitations of the belief that they are limited to grow in a prescribed confined space. With such psychological liberation, you will be able to see your team presenting more creative ideas and solutions to solve any complex issues.

For the next step, it would be in helping them to identify the linkage between their passion/interests to the roles that they could potentially be involved in within the organisation, and provide them with the opportunity to take up the additional roles.

The rationale is relatively straightforward:
If a person is given the opportunity to work on things that motivate them intrinsically (passion/aspiration/interest), the person will definitely do their best to excel at the tasks given and would find ways to improve the current systems and “technology”.

There was a quote that says:

Train people well enough so they can leave;
    Treat them well enough so they don’t want to
                                                                                        Richard Branson

Equip them with skills and maximise their growth during their period of employment and what you would have gained would be a person who once “value-added” to the growth and progress of your organisation (even if they were to leave someday).

For people with aspiration/interest (And yet to take any action):

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Now, picture this:
You have a strong interest in an area that is different from the current role that you are working on. How would your days be like, if you are unable to work on your passion/interest?

Next question to ask yourself is:
How would you incorporate your passion/interest into your current workplace or role?

Once you are done answering the above questions, I would like you to share with me your response to help you work towards your aspirations! I will be waiting!

Reach me at:
Email: kendray.lau@gmail.com,
Facebook: facebook.com/kendraylau,
LinkedIn: linkedin.com/in/kendraylau

Author: Kendray Lau

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Shine through your genuine self

People love being around positive people, people who sincerely care for them (A listener, a problem solver, etc…), and as well as people who are being their genuine self.

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So, how are we able to shine through our genuine self, and how are we able to attract more of the people who are being genuine to us?

A story to relate to (Try visualising this):

Months ago, I bought a mobile phone casing which was beautifully coated by a shiny blue coating, and it looked exquisite! After using it for a few months, the coating started peeling off (with flakes sticking on to my palm), and it became less attractive as what it used to be. Instead of replacing it with a new casing, I decided to try to “refurbish” the casing (by removing all of its coatings). Upon completion of the removal, the non-coated casing looks astonishingly beautiful (on the phone) with its clear hard cover plastic encasing the phone, displaying the elegance of the original mobile phone’s design!

If you hide away your true self,
people will not be able to know & love who you really are

In the current society, there are many cases similar to my short story where:

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  • 1. There are people who tried putting themselves up with a false front, going all out to try to please others (They are often seen as a nice person – E.g. Entertainer, Clown, etc…), and such often requires a high amount of effort and energy to sustain the “appearance”. What happens is that at a certain point, this person would feel tired keeping up to such a behavior (If there are no reciprocation from people), and when the “coating peels off”, others might see such changes in a negative light and some might even begin to distant themselves even before trying to find out what happened (Most of them would say something such as: “You have changed”, however, there are also cases where their friends would really care to find out what had happened).
  • 2. There are also people who appeared to be very positive and helpful, but once they are “off the stage”, they started complaining about the people who they have helped (In this case, the casing would look bad even after the coating has been removed – unless some “cleaning up” is done).

Displaying genuine personality is important to oneself in term of mental health
(without the need to put on a “mask” which could cause the person to be confused on who they are on the inside).

Shining through genuine personality
Have you encountered any person who is warm-hearted, and always seem to be helpful without any ulterior motive, and somehow for such a person (apart from the observation of their facial expression or even micro-expressions), your 6th senses seem to be able to tell you if the person was genuine to you.

I-feel-great-satisfaction-when-helping-others.

Now, think about how this person would make you feel, and wouldn’t that be something that could attract you to be a better genuine person in front of them? What follows next is like a chain reaction, you too will then be able to attract people who are genuine to you (people who love you for who you are).

(Apart from being genuine, it is important that a person is continually seeking to improve themselves to become a better person, a better friend, a better colleague, a better spouse, etc…) “Click on link to read on: Self-improvement project – a change for the better

Lastly, the key to genuine positivity is the presence of positive reinforcements and reciprocity (The motivating factor for people to do more of what’s good).

Author: Kendray Lau

About WisePolyglot

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Gaining Customer loyalty through Service Excellence

With challenges in hiring the suitable person for the job position, many companies are having difficulty sustaining their business due to the shortage of manpower. In such circumstance, what should a company do to improve its business? Or being a salesperson, what should you do to gain customer loyalty?

Being a customer myself, I am enjoying great customer service experiences at the food places near my workplace, as the:

  • Toastbox service crew would remember my usual drink order every time.
  • Subway Sandwich Artists would remember my usual breakfast order as well! (My usual choice of food, drinks, vegetables, etc…)subway-other-420

Just imagine, how nice it would be to walk into a cafe and your usual order is remembered. Won’t it make you feel good returning to this cafe even though there are similar cafes nearby? Such action itself is an extra mile service to the customers (By remembering their preferences)!

Apart from going the extra mile, a simple smile, a casual chat, or by getting to know more about the customer would make a huge difference! And all these applies to any Salesperson as well!

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As customer, you too have the power to enhance your customer service experience with the techniques mentioned in my previous post: “Turning your customer service experience into a pleasant one” (Click on link to read)

During my overseas trip to Thailand, business owners of shops appear to be friendlier, and the quality of service provided is excellent. However, are we able to impart such passion and quality of service standard to the team members in the company? Yes we can!

To “impart” the passion to the team members, I would suggest the following:

  1. Aligning team members with company’s vision and mission –
    Involve them with the vision and belief of the company, and that they have a greater purpose in the things that they are doing. (E.g. Google’s vision statement: Organise all of the data in the world and make it accessible for everyone in a useful way)
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  2. Show them the reward
    Gaining job satisfaction from customers’ appreciation.
    Gaining happiness through helping others (Especially when others reciprocate).
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  3. Autonomy
    Allowing team members to make a certain decision even though the decision might be deviating from the usual “protocol”.

With all these steps, I believe that you will be able to build rapport and long-lasting relationship with the customers and team members, and gaining their support to your business!

Summary:

  • Extra mile service
  • A smile to the customers
  • Casual chat with customers
  • Build relationship and rapport
  • Remembering their usual preferences

Author: Kendray Lau

About WisePolyglot

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Pushing forward in time of difficulty

Do you have a dream or goal which you would like to achieve, and yet somehow at times, you feel as if your goal is seemingly far from your reach. You had taken steps to try and make it work, but it still feels like you have been walking in the desert for hours in search for an oasis, and yet the destination is still nowhere to be seen.

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In most motivational articles, people were encouraged to remain positive, to not give up on their dream and to work harder each day. People DO recognise potential setbacks during their pursuit of the dream but would usually choose to ignore it until the occurrence of the first one. When such happens, instead of embracing the setback and disappointment, some of them chose to submit themselves to failure.

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What can a person do to overcome such immense emotion or strong urge to give up? These are perhaps the options which one can consider:

1. Reconditioning / Recovery – Allowing YOU to submit yourself to disappointment, and sadness for a limited period.

2. A “quiet” role model / mentor – Research and study on the successful person you would like to be, and what challenges they faced during their initial pursuit of their dream, and what they did to become what they are today?

3. Recognise the bottleneck to your goal – What made you feel uncomfortable in moving forward?

1 – Reconditioning / Recovery

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It is rather normal to feel down when met with setbacks, and such emotional turmoil could cause people to give up on their dream as if their world had been hit by a meteorite so hard that they are unable to stand up to any challenges anymore.

A successful person is one who would rise up as soon as possible to prepare themselves for the next challenge, conditioning themselves to be stronger each day.

“A strong person is not a person who doesn’t feel fear,
but a person who feels fear and move forward anyway”

In my opinion, I would like to draw to another option, and that is to embrace the disappointment. Take your mind off your dream for the moment, feel the disappointment, let your mind go as deep as possible (a full dive), and ponder upon your dream. Is the dream something of your passion? If it is, should it be something that you could give up easily? In the movie “Inside Out”, a person has to acknowledge the sadness within before being able to move forward (Trying to cheer the person up, or asking the person to think positive does not really help at this stage).

Once you have recognised that this is something which you should not be giving up so easily, the next question is where should we begin the recovery process?

As a starter, find some activities that would take 80% of the load off your mind (E.g. Watching a movie, reading a book, appreciating nature, do something light which interests you, etc…) and perform these tasks for the next few days continuously. Once you have reconditioned your mind to a relaxed mode, think about your dream and passion, and what can you do differently, this time, to move forward.

2 – A “quiet” role model / mentor

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As suggested by most experienced coach, it would be ideal to get yourself a coach, and them to guide you to become the person who you would want to become in the future. However, if you are a shy person, you may first consider getting a “quiet” mentor online by googling for the success story and the past of your predecessors. Search for their blogs, social network profile, websites, video postings to find out more about their past experiences. Learn from those experiences!

3 – Recognise the bottleneck to your goal

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Recognise the bottleneck to achieving your goal, and identify the tasks that make you feel uncomfortable. Once you have listed down all the “obstacles”, tackle it one at a time.

Placing yourself in an uncomfortable position
helps you adapt to the situation you are placed in

E.g. A person who is fearful of giving presentations (With no experience in giving presentations) was asked to present to a group of colleagues. After a few sessions, he/she would have adapted to the situation, and becoming used to giving presentations to the colleagues.

Or…

A new salesperson who feels shy talking to strangers at roadshows, and he/she has to do it as part of their job. What usually happens is that they tend to feel nervous in the beginning, but as soon as they talk to more strangers, they realise that it is not as scary as they thought things would be. In this case, they too would have adapted to the situation.

To find out more about yourself, or to share your thoughts, contact us at:
coaching@wisepolyglot.com
http://www.wisepolyglot.com

 

Turning your customer service experience into a pleasant one

Have you ever encountered customer service officer who appears to be “doing the job” just to get through the day? Or to the extreme, the one who yells at their customers?

On the other hand, have you met any customer relations personnel who is exceptionally friendly, passionate about the job, and one who smiles most of the time?

What should we do to encourage, and to sustain the good behaviours? And, what should we do when we encounter the negative behaviours? (Be it from customer, or from customer service officer)

For a starter, I would recommend the following solutions:

  1. Start off with a smile
    (This is usually the fuel to boost up good Customer service behavior)
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  2. Begin on the right foot by being polite / respectful
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    (Ok, perhaps not to such extent, just be polite / respectful)
  3. Do not mirror the negative behaviour – Direct to the cheerful note

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Below is my personal encounter with a customer service personnel who appeared to be agitated easily, with a passive unhappy facial expression:

Situation (1) – Went to a cafe, after ordering food (Step 1 and 2 checked):

Customer Service Personnel (CSP): $11.20

Me: Took $12 out from my wallet, and saw the amount $13.20 reflected on the cashier’s LED display, and I gave $14

CSP: I told you that it’s $11.20, why did you give me $14? (Slightly agitated facial expression, and slight elevation in pitch of tone)

Me: (Responded with a smile / slight laughter – Step 3) Oh! I thought that there was some changes, and I should be paying on what was reflected on the cashier?

CSP: No no, the machine is faulty today, and I am right. Ok? Just follow what I say and things will not go wrong. (This time, I noticed that the CS is smiling)

Having tried those 3 steps for a number of times, I am glad to say that it works for me most of the time! My dream for the future is to see Singapore becoming a society with excellent customer service and a place with wonderfully pleasant customers!

Author: Kendray Lau
About WisePolyglot
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Managing Negativity to a positive outcome

productive negativity

Have you ever heard that “Negativity” is something that we cannot afford to have in our life, and we should always try to convert the negative energy to the positive one?

This similar message has been mentioned by many experts, written in many books.

Indeed! Negativity does somehow seem to be destructive, but there is always the other side of the coin!

I have personally encountered people who are extremely negative, and, helping them (short term) to work towards positivity does not change who they really are (their core behavior). Short term training and positive reinforcements do help changed their behavior, but only for a short period.

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Such positivity training is akin to pushing a ball up to the top edge of the cone. Once released (short training completed), the ball will eventually find it’s way back to its origin.

Personally, I agree that positivity training is great, however, I believe that it will be more efficacious if it is to be combined with coaching/consultation/meetings to help the people with Negativity recognise their unique way of contribution through their Negativity.

Such is similar to “Taichi”, in which one does not simply go directly against the opposing force, but using your opponents’ strength against them. In this case, instead of “against them”, we can work with them and “lead” the force to a better use (collaboration).

In math, you will get a Positive when “Negative” is multiplied by “Negative”.

After all, is Negativity really that bad? Or is Negativity beneficial to people?

Negative people:

1) Over worry –
*They constantly worry about not being able to meet deadline/goals/etc… And having such “worry” often pushes them to take actions, taking more steps toward their goal.

2) Tends to whine / complain –
*A person who complains/whines, cares deeply, but felt that they do not have the power to change anything. (Sometimes, these concerns are really worth looking into, to deliver positive changes!)

3) Impatience –
*I once read a quote from a book:

Things comes to the person who waits, but only leftovers by those who hustled.

4) And so much more…

So, how to recognise the negative behaviors? How to work with people who are negative? And how to use the “Negativity” to everyone’s benefit?

In my next post, I will show some of the examples, and some characteristics of a negative person.

Author: Kendray Lau
About WisePolyglot:
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For this course details:  Managing Negativity to Deliver THE Positive Outcome