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GREAT CUSTOMER SERVICE FOR LEISURE PROFESSIONALS!
by Ruby Newell-Legner, CSP
Info@RubySpeaks.com
http://www.RubySpeaks.com
"You become successful by helping others become successful."
Ruby Newell-Legner, CSP
Please pass this along to others who may appreciate it!
IN THIS ISSUE
1. Attention Managers!!
Your Opportunity to Become Better at What You Do!
2. Courageous Conversations
3. On the Road with Ruby
4. Your Responses to Motivating Employees!
1. Attention Managers!! Your Opportunity to Become Better at What You Do!
Back by popular demand!
You're invited to join Ruby on Tuesday August 17, 2004 at 3:00 pm Eastern
Time for a One-Hour Live Teleseminar:
'5 No Fail Strategies for Being a Better Supervisor'
In this Teleseminar you will learn:
*One simple step that can set your staff up for success from the very
beginning
*Things you do everyday that cause you to lose credibility with your
staff
*Easy steps to create a learning environment that promotes growth
*How to help your staff turn a mistake into a learning experience with
3 key phrases
*Questions to ask yourself when you are struggling with your boss
To learn more follow this link: www.RubySpeaks.com/products/teleseminar.html
Note: Sign up early because we're have a limited number of spaces on the phone
lines and this message is going out to over 2600 people.
We're looking forward to meeting you on the phone!
p.s. Feel free to share this with any of your friends, fellow
professionals and family that could use this information. Please
send it to those you care about and want to see develop.
2. Courageous Conversations
When is the last time you had a Courageous Conversation? You know -
the one that makes you lay awake at night. The one you know you need to
have but just keep ignoring the situation hoping that it will go away.
Maybe it is with a coworker, maybe it is with an employee you supervise
or maybe it is even with your boss.
The term was first introduced to me while I was facilitating a session
for the County of San Diego. All the department heads from the Parks
and Recreation department had gathered to plan their future under new
leadership. As we outlined their preferred methods of communication,
one participant mentioned the willingness to have Courageous
Conversations. Since then, I have been intrigued by many books with
similar titles. Some of the books talk about planning courageous
conversations with your child's teacher, and some address behavior
expectations at family functions. And of course, they all talked
about to addressing Courageous Conversations at work.
One of the biggest mistakes I see managers repeatedly make in their
leadership role is that they fail to address performance issues in a
timely manner. I think it's because they just don't know what steps
to take so they keep putting it off.
Part of being a leader is being assertive. Courageous Conversations
require that a leader speaks up when necessary and doesn't leave
anything to 'maybe they will figure it out on their own.'
Of course the first step is deciding exactly what you want the behavior
to look like because it does no good to spend time telling a person what
not to do if you can't help them become crystal clear on what they should
do instead.
When you clearly define expectations, review it with each staff member
and when they falter, it's time for that Courageous Conversation. An
important step when doing so is to remember not to use 'you' when you
are talking to the employee. Rather replace 'you' with 'The
expectations of the person in this position are'. This reduces
the feeling that it is a personal attack and focuses on the job
instead of the person. Many times an employee can't hear what their
supervisor is saying because they used the word 'you' and the employee
becomes defensive. They may not say anything out loud but in their mind
they are fighting back and it distracts them from listening for a
solution.
Make your suggestions for improvement about the position not the person.
If you are preparing to have a Courageous Conversation with a staff
member, plan your approach:
Create an environment that lowers people's defense
Create mutual respect and understanding
Increase emotional safety - make it safe to talk about anything
Encourage freedom of expression
Choose your words carefully -
Words to avoid:
That's not in our budget; We have never done it that way before; We
tried that five years ago - it didn't work; Sounds too risky.
Be persuasive - not abrasive
Find a way to get all of your meaning across without creating defensiveness
We have a great checklist on our website to help you through this. Check out Ruby's
Blueprint for an Effective Disciplinary Meeting at
http://www.rubyspeaks.com/articles/rubys_blueprint.asp
Remember that the best leaders are educators. They do whatever they can
to help their staff grow. They look for 'teachable moments' every day
and employees feel good about learning new things.
Next time I'll talk about ways to offer lessons to employees without a lecture.
3. On the Road with Ruby
Here’s where Ruby’s going in the next month:
Aug. 7 - Trainer - Penrose St. Francis Hospital Colorado Springs, CO
Aug. 14 - Guest Relations Trainer - RCA Dome/Indianapolis Colts Indianapolis, IN
Aug. 18-19 - New Facility Trainer - City of Cuyahoga Falls Community Recreation Center Cuyahoga Falls, OH
Aug. 26 - Presenter - 2004 Morale Welfare and Recreation Expo Denver, CO
Aug. 30 - Trainer - Florida Children's Forum Tampa, FL
Aug. 31 - Sept. 2 Presenter - Florida Recreation & Parks Association Annual Conference Palm Harbor, FL
Visit this link to see Ruby’s entire schedule:
http://www.rubyspeaks.com/schedule.asp
4. Thanks to those of you who responed to our article about mid season
motivating!
Here are a few ideas that came from Sue Lohoefer, Director of Parks and
Recreation for Upper Dublin Township, Fort Washington, PA:
After the holiday rush and in the middle of post-holiday blues, I gave
each CSR and each member of the management staff a 'certificate'
recognizing their specific number of years of service along with a
nice executive weight pen with their name engraved on it. The
certificate included our newly introduced logo as well as a personal
message from me. Even our newest employee with only 4 months of service
at the time received a thank you and pen! The amount of time didn't
matter -- it was the value of the service that was being recognized.
At our departmental supervisors' monthly staff meetings, we vote on who
will get to display the 'High 5 Award' on their desk or in their work
area for the next month. The current holder gets to make the first
suggestion regarding the next recipient and then the others chime in
in agreement or with other suggestions. (The 'High 5 Award' is actually
a metal photo holder in the shape of a hand that wrests on a desktop
pedestal (about 9' tall overall). A little sign that proudly announces,
'High 5 Award' is held between two of the fingers.) Among other
reasons, we've recognized: parks workers for completing projects
ahead of schedule and below budget; the Recreation Program Coordinator
for reformatting the seasonal program brochure; the Evening/Weekend
Coordinator for designing and implementing a new customer service
program; the front desk staff for getting through the summer season
registration rush with smiles and minimal problems; and, most recently,
the entire Summer Playground Staff was lauded for their effortless
changeover to a new camper intake and accountability process (a change
after 40 years!!) and excellent work out on the sites. The award goes
a long way in allowing workers to know that other department sections
take note of their accomplishments.
Here's an idea that came from Gayle Stonehouse, Recreation Director
for St. Cloud Minnesota:
This summer I began a new program (which I'm sure I stole from
somewhere) ...
The program is called 'I got a F.R.O.G.' FROG = For Recognition Of Growth.
Individuals can be nominated by staff, co-workers, supervisors or even myself
the director. We award at a max 4 frogs every 2 weeks for a total of 12 a
season. So, these are highly covenanted awards. But we have set criteria,
thus making these awards ones everyone wants. Winners receive a Frog,
a shirt and certificate. A small way of thanking staff for doing a great
job and making the season that much better for our patrons.
And one reader wanted to come to Florida with Ruby for some motivation of her own!! Now that would be motivating!!
Keep the ideas coming!! And keep up the motivating! Your employees will love you for it!
Please pass this along to others who may appreciate it!
To subscribe to Great Customer Service for Leisure Professionals
visit http://www.rubyspeaks.com/ezinesubscribe.asp
For Back Issues visit:
http://www.rubyspeaks.com/ezinepastissues.asp
==============================================
Vol. 1 Number 6 August 3, 2004
(C) RubySpeaks, Inc. 2004 All Rights Reserved
Making Great Customer Service a way of life!
RubySpeaks, Inc.
9148 W. Vandeventor Dr.
Littleton, CO 80128
(303) 933-9291, fax (303) 904-2966
mailto: Info@RubySpeaks.com
http://www.RubySpeaks.com
P.S. If you haven't already, don't forget to sign up for my next Teleseminar!
'5 No Fail Strategies for Being a Better Supervisor'
Seats are limited so don't miss out!
www.RubySpeaks.com/products/teleseminar.html
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