Archive for the ‘Leadership’ Category

Are You Parenting or Managing Your Staff?

Monday, February 10th, 2014

Dear Subscriber,

My latest article follows.

Are you Parenting or Managing Your Staff?

Experience shows me that people are parenting rather than managing their staff more times than I’d like to report.   Am I talking to you?

Here are 5 reasons I think this might be so:

1)      Is it because they have moved up through the  ranks and are now the ‘boss’ or ‘manager’ of someone they sat alongside of—a former peer—and they’re uncomfortable in that position?

2)      Is it because they feel awkward or uneasy ‘pulling rank’?

3)      Is it because they had no management training but were promoted into the job where assumptions were made that they could do it, that it would be no problem?

4)      Is their modus operandi parental from the get go?

5)      All of the above.

Regardless of where it comes from, it’s my opinion parenting is not appropriate, nor does it belong in the business world, only in the personal domain with family.

What is the difference between managing and parenting?  Let’s have a definition to work with here.

Manage – To handle or direct with a degree of skill; to exercise, executive, administrative and supervisory direction of; to direct the professional career of

Parenting – the raising of a child by its parents – raising, rearing, motherhood

By these definitions I believe the distinctions are apparent
(no pun intended.)

This leads me to define leading vs. managing.

Management consists of controlling a group or a set of entities to accomplish a goal.

Leadership refers to an individual’s ability to influence, motivate, and enable others to contribute toward organizational success. Influence and inspiration separate leaders from managers, not power and control.

In India, M.K. Gandhi inspired millions of people to fight for their rights.  He walked shoulder to shoulder with them so India could achieve independence in 1947. His vision became everyone’s dream and ensured that the country’s push for independence was unstoppable.

We need leaders like him who can think beyond problems, have a vision, and inspire people to convert challenges into opportunities, a step at a time.

I was recently interviewed on this topic of parenting vs. managing and one of the questions was:

Rosanne, our research shows that contact center agents appreciate a ‘family’ feeling in the center.  Sounds like you are saying the ‘family’ analogy shouldn’t be taken to the point of imposing a parent/child relationship, correct?

And my response was:

Yes, I believe it’s all about boundaries.  If we use your ‘family’ analogy, I’m sure you’re aware of parents who try to ‘be-friend’ their children rather than parenting them.  There comes a time when someone needs to pull rank—in either domain—for the safety or benefit of the person and/or the customer and/or the company.

If you are doing self evaluation right now to see where you fit in, here are 5 questions to ask yourself:

  1. How does my communication affect the way the person is responding to me?
  2. How does the person’s communication influence my response?
  3. Am I Parent?  Am I using words like ‘should or shouldn’t, always, nevers?
  4. Am I Child?  Using words like I want/I need/I wish/I won’t/I can’t?
  5. Am I Adult?  Am I being respectful, open, assertive and sensitive to the person?

Additionally, here are questions to ponder so you can create baselines/ benchmarks.   In retrospect very simply ask yourself these 5 questions?

  1. What went well?
  2. What didn’t go so well?
  3. How can I improve next time?
  4. What can I learn from this?
  5. What’s not perfect yet?

In a perfect world, here are 10 tips I would like to see a manager do or be:

1)    Give me constructive feedback when/if there is an issue with my performance or if asked

2)   Be specific in what I do best (so I can take ownership and continue), and where I need improvement

3)   Set boundaries and guidelines for expectations

4)   Create a relationship of trust so I can count on her/his support when I need it

5)   Generate a career path with and for me

6)   Give me reassurance of confidentiality in all our communications

7)   Treat me with dignity and respect

8)   Motivate/inspire me

9)   Model for me/lead by example

10)               And please, don’t treat me like a child!

We believe coaching is one way to support this relationship by addressing these topics, among others:

* Challenges and Opportunities
* Goal Setting – Realistic and Outrageous
* Crystal Clear Vision
* Prioritization–Delegation

  • Internal and External Expectations
  • Boundary Setting
  • Articulate Communication
  • Influencing/Empowering Others

If you’re asking yourself why you should have a coach, I would say:

  1. First, because you are committed to your well being.
  2. Second, because you are committed to attaining your life goals–both professionally and personally.
  3. Third, because you want to finish strong, and
  4. Fourth, but not at all least, because you are the CEO of your life!

Were it not for my coaches, none of my books would have been written, let alone published, and the success I have in my life today is far beyond what I even had imagined when I first began those sessions.

Not only has my professional life propelled me beyond my (initial) expectations, but my personal life has been positively impacted as well.

For those of you who like/need to see statistical results…

Executive coaching* includes benefits such as:

77% improvement in relationships with direct reports

71% increase in relationships with immediate supervisors

67% increase in teamwork

63% increase in relationships with peers

61% increase in job satisfaction

44% increase in organizational commitment

37% improvement in relationships with clients

(*McGovern, Lindemann, Vergara, Murphy, Barker and Warrenfeltz with Manchester, Inc)

Another study* reported these benefits:

53% productivity

48% quality

39% customer service

34% customer complaint reductions

32% employee retention

23% cost reductions

22% bottom line profitability

(*Merrill C. Anderson, PhD, MetrixGlobal, LLC)

Remember, if you keep doing what you’re doing, you’ll keep getting what you got.

10 Most Powerful 2-letter Words: IF IT IS TO BE, IT IS UP TO ME.

Regards,

Rosanne D’Ausilio, Ph.D. President
Consultant, Customer Service Expert, Master Trainer, Best Selling Author, Executive Coach
Human Technologies Global Inc

“champions for the human”

845/520 6432, fax 928/223-6165

rosanne@human-technologies.com

www.drrosanne.com/Coaching.htm

THE NEUROSCIENCE OF EFFECTIVE LEADERSHIP*

Monday, February 3rd, 2014

Dear Subscriber,

Interesting article.  Hope you agree.

YOUR GRANDMA REALLY DID HAVE SOME GREAT ADVICE. SCIENCE PROVES WHAT SHE KNEW ALL ALONG ABOUT THE POSITIVE HABITS OF GOOD LEADERS.

What do you get when you cross your grandmother’s advice with the latest research in neuroscience?

According to Eric J. McNulty, this unlikely intersection holds the key to being a good leader. As the director of research at the National Preparedness Leadership Initiative, McNulty is often asked to recommend the latest and greatest reads on leadership. What he’s discovered is that books on brain science serve up sage insights more often than the traditional title penned from the corner office. He’s also observed thatscientific research on the brain reveals what his grandma knew all along.

DON’T BE QUICK TO JUDGE

Our brains play a simple trick on us all the time: we like to surround ourselves with people who think like we do. The validation we seek is called confirmation bias and it can sabotage anything from making a new friend to rejecting a candidate for a job based on what sports team they put in their Twitter bio.

An effective leader will keep the book open rather than judge by its cover. That strategy comes through in subtle ways such as asking off-beat questions during job interviews to treating creativity as a team sport and allow themselves to receive ideas from anyone on the staff, no matter what the title.

TAKE WINNING AND LOSING IN STRIDE

Whether you’re attempting to claw your way up the career ladder or already ensconced in the corner office, it always helps to see the big picture.

“According to research cited by Kahneman in Thinking, Fast and Slow, you actually get better outcomes for decisions you face repeatedly when you approach them as a portfolio rather than individually,” McNulty writes.

Indeed some of the most successful social entrepreneurs view their failures as an essential part of their journey towards achieving their goals. Unreasonable Institute’s Daniel Epstein says, “Failure is a weird word. I don’t see it as failure. I see it as a natural evolution of a solution to a problem.”

TAKE A BREATHER

Sometimes it helps to hit the reset button. The American Medical Association says that stress is the underlying cause of 60% of illness and disease. A simple pause to reflect and recharge in the middle of a hectic day can boost brain power so you’re more likely to retain new ideas and won’t feel overwhelmed when the inbox continues to overflow.

You don’t need to lose an afternoon to contemplate the origins of the universe, either. A five-minute meditation can be all the encouragement your prefrontal cortex needs to shift into its smart state.

WALK IT OFF

Speaking of shifting focus, nothing seems to trump a walk outside, no matter what the weather. Research shows that stepping quite literally, out of the box of an office, does wonders to clear the mind and spark creativity. But don’t take our word for it. Nilofer Merchant, “Jane Bond of Innovation” and a most productive leader is a huge proponent of strolling. Especially for meetings.

FLIP A COIN

Sometimes, our smarts get in the way of decision making. Add a deluge of big data and it’s a wonder everyone isn’t a waffler. So when you’re wading through the pros and cons, it may help to flip a coin. McNulty cites David Eagleman’s Incognito which has nothing to do with luck of landing heads or tails. Instead, a wise leader pays attention to their gut reaction after the toss.

By attending to the physical sensations at the result of the toss, the body is fast-tracking decision-making to the brain. Did Tails make your stomach churn? That’s justneuroscience telling you to trust your intuition.

IT’S NICE TO BE IMPORTANT, BUT IMPORTANT TO BE NICE

Ask any middle school student and they’ll tell you: social exclusion feels like you’ve been punched. Now science backs that up with what goes on in the brain when people feel like they’ve been ignored at work. That’s because we humans tend to view work as a social system, not just a place to draw a paycheck.

Managers who get high marks for engaging their teams tend to toss competition outwith the recycling and focus instead on giving and getting honest feedback. They also provide opportunities for growth and encourage inclusive cultures that let ideas trump seniority.

As always, we welcome your comments, feedback, and topic suggestions.

Regards,

Rosanne D’Ausilio, Ph.D. President
Consultant, Customer Service Expert, Master Trainer, Best Selling Author, Executive Coach
Human Technologies Global Inc
“champions for the human”
845/520 6432, fax 928/223-6165

rosanne@human-technologies.com

PS  Don’t forget to subscribe to our popular ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at http://www.HumanTechTips.com  This is not the same as this monthly subscription.

My 5th book, How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider Tips, is at http://www.customer-service-expert.com

My 6th book, The Expert’s Guide to Customer Service is at http://www.customer-service-expert.com/report.htm

Customer Service and The Human Experience is now available in ebook format for an immediate download.  Check it out here http://humantechtips.com/CSandTHEebook.htm

Book #7, The Expert’s Guide to Customer Service, Volume II at www.championforthehuman.com

*http://www.fastcompany.com/3025219/leadership-now/the-neuroscience-of-effective-leadership?partner=newsletter

1 Spot Remains

Friday, January 31st, 2014

Dear Subscriber,

There’s only 1 spot left.  If you are thinking about it, now’s the time to take action…

http:/www.drrosanne.com/Coaching.htm

Are you where you want to be in your life professionally and personally?  If so, you need not read on.

However, if you’re like most of us, you have goals, hopes and dreams, and great intentions for your future.  So what’s in the way of your reaching these goals?  What stops you from attaining or surpassing your dreams?

What if there were a way to explore your goals, and what’s in the way of your reaching them, such that you could eliminate the barriers and ‘go for the gold?’

Wouldn’t you want to give this to yourself?  Go here now to learn more http://www.drrosanne.com/Coaching.htm

Don’t delay; don’t procrastinate.  We only have openings for 1 new client.  This email is going to over 17,500 people.

There is no risk involved.  Why?  Go here:   http://www.drrosanne.com/Coaching.htm

Hope you’re the one!

Regards

Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/520 6432 –  fax 928/223-6165
rosanne@human-technologies.com
http://www.customer-service-expert.com

PS  If you know someone this would be perfect for, send them the link http:/www.drrosanne.com/Coaching.htm and tell them to act promptly.

What Do You Want to take Into 2014?

Tuesday, January 21st, 2014

Dear Subscriber.

As the New Year has begun, the question I invite you to ask yourself is, what do you want to take with you into this new year?

Visualize a suitcase – not a rollerboard  because that’s too modern – but an old time suitcase and in it is all of your thoughts, ideas, belief systems, patterns–everything you were taught or influenced by others over the past—your history.  Let’s unpack this suitcase and see what’s in it.

Good questions to ask yourself include:

1)   What has served you well and you want to continue to avail yourself of?  Put that in the now empty suitcase.

2)   What served you well many years ago but upon observation is no longer useful.

An example that comes to mind is when we were children we were taught (or at least I was) “don’t talk to strangers.”  This was very good advice for young ones for their safety and protection.  So let’s say you’re still carrying that around with you, unconsciously of course until now.  How does that manifest?  Perhaps you’re driving somewhere you’ve never been and you’re lost.  The thought never occurs to you to stop and ask for directions.  Why?  Because your embedded rule is ‘don’t talk to strangers.’

Now that it’s at the level of awareness, it makes perfect sense to say, “I’m an adult, I can make my own decisions” and release that old belief.

However,  before you toss it away, you  might want to thank it for taking such good care of you for so long ,and send it to someone else who can benefit from it.  But this does not go into your suitcase!

It’s your choice what gets repacked or what get’s sent onto the next person.  There are no ‘shoulds’ or ‘shouldn’ts’ here. There are no ‘rights’ and ‘wrongs.’   You’re in charge.

How to know what is in the suitcase?  Sit quietly and hear the voice in your head.  Write down what it says and know that you can trust that is one of the belief systems you are carrying forward.  Usually it’s a simple statement, it could be judgmental, or could be stated as if it were a fact.  It is not a fact, it is someone’s opinion and might not be yours.

There are always thoughts, beliefs, or patterns  that need to be challenged because not only do they no longer serve you but they are not true.  Maybe they were never true and someone in authority might have their own beliefs superimposed on you.

A word of caution.  Don’t throw the baby out with the bath water.  There are very good thoughts, ideas, and beliefs in that suitcase.  They are the good things that have gotten you to this juncture in your life.

Now you have the opportunity to reflect and choose what (and maybe who) goes forward with you into 2014.

I had a big belief that held me back for a bit.  Very simply, I heard “You don’t deserve fill in the blank.”  I would hear this one whenever I took a business risk, raised my fees, or stepped out of my comfort zone, both personally and professionally.  I didn’t like hearing that voice, and even disliked more that a part of me believed it. Once I had the awareness, I had a choice. I could play it safe and maybe that would quell the voice, or I could shift my perception.

I chose to shift my perception and to challenge the ‘deservability’ with a simple.  ‘Yes, I do deserve to have it all!’  So whenever, though not often anymore, when I am stretching for something I hear that voice and say, “thank you for sharing.  Yes I do deserve to have this and anything else I strive for.’

Some belief systems I have clients report include (I give you these merely as examples):

I can’t make more than my father, it would be disrespectful.

Why would anyone listen to you or buy your product or services?

Wait until they learn this one thing about you?

Wait until the other shoe drops!

And then there are the ‘yes buts.’

Yes, but remember what happened the last time.

Yes but you’re not old enough/pretty enough/handsome enough/thin enough/tall enough/smart enough/you fill in the blank here.

Again, the question is what do you want to take with you into this new year?  You are at choice in the matter.

When all is said and done, you may end up with a small rollerboard going forward, or if you choose to remain as you have always been, you might need a steamer trunk!
In all seriousness, it’s not easy to go through this process on your own.  That’s why we have coaching programs – to help people breakthrough these barriers and walk proudly into their future.

At the present time we have only 2 spots open for new clients.  You can learn more at http://www.drrosanne.com/Coaching..htm

Good luck in your journey.

Regards

Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/520 6432 –  fax 928/223-6165

7 Ways to Keep Employees Happy*

Monday, January 20th, 2014

Dear Subscriber,

MARRIOT HOTELS AND SOUTHWEST AIRLINES KNOW THAT KEEPING THEIR EMPLOYEES HAPPY AND MOTIVATED IS HOW TO KEEP THEIR CUSTOMERS SATISFIED. HERE’S WHAT YOU CAN LEARN FROM THEM.

The secret to employee retention doesn’t have to be a mystery. A simple place to start is by emulating the practices used by organizations that have been very successful at keeping their staff.

Two such organizations are Marriot Hotels and Southwest Airlines. Both companies have extremely low staff turnover, while still consistently posting profits. The underlying basis of their success is that they are able to provide for the basic emotional needs of their employees in a manner that creates lasting ties to the organization. Both organizations believe that if you take good care of your employees, they will take good care of their customers.

Here’s how they do it:

1. MAKE EMPLOYEES COME FIRST

Publicly, both organizations have gone counter to usual “customer first strategy” and state that their employees come first. They have discovered that the best way to ensure customer satisfaction is to have happy, motivated employees which will result in having people who have a strong vested interest in keeping customers satisfied. Employees that are loyal and heavily invested in an organization will naturally desire to do things that keep and increase a loyal customer base. As Marriot says, “Take care of associates and they will take care of customers.”

2. HIRE FOR ATTITUDE OVER TECHNICAL SKILLS

Both organizations hire, not so much based on technical skills, but on attitudes, teamwork abilities and a natural inclination towards friendliness and service to others. While some may argue that not hiring for skills means more training, both Southwest and Marriot have found that employees that have the right attitude pick up skills faster and adapt quicker than those hired only for skills.

Most organizations post in their recruitment communication with generic terms such as “good team players wanted.” Southwest Airlines has gone far beyond and identified the personality traits of the type of person that will make a successful employee. In their recruitment ads will be statements like “If you want to have fun, this is the place to work! This is a place where you can be yourself, where it’s okay to be irreverent, where you will be loved and valued. We love our employees, we trust our employees, who in turn work very hard to give Positively Outrageous Service (POS) to our customers.”

To differentiate themselves from other employers who look for attributes such as advanced degrees, professional conduct, and adherence to strict dress codes, Southwest advertises “professionals need not apply.”

This clear understanding and communication of the type of person Southwest is looking for serves as a valuable self-screening tool for applicants; attracting people who are looking for and will fit well into the environment and dissuading those who would not be interested in applying. Having done an excellent job of branding themselves, Southwest has tapped into a steady supply of the “right kind of people.”

3. MAKE NEW EMPLOYEES FEEL LIKE THEY FIT IN

The sooner new hires are made to feel part of the organization the better. Southwest takes great effort in making their newest employees feel special and a valued part of the organization from the moment that they are hired. No sitting down and reading the policy manual.

One of the new staff hired to work in the University for People (called the HR department in more formal organizations) was surprised to find on her first day on the job that the entire department was hosting a pancake breakfast in her honor. Everyone in the organization takes part in welcoming new staff and making them feel part of the family.

A program called “Cohearts” matches volunteer longer-term employees to new hires. A seasoned staff member takes a new member under his or her wings for six months. Their role is to ensure that the new person always feels supported and embraced. Some of the ways that “Cohearts” does this is by spending time with newcomers, buying them small gifts and taking them for lunch. As a result of these efforts powerful bonds are created between staff and the organization in addition to long-term friendships.

4. PROVIDE ROOM FOR GROWTH

Once hired, both organizations invest heavily in their employees, both in terms of workplace training and opportunities, ensuring that they never feel that they have reached a dead end and there is nowhere else to go in the organization. Both Marriot and Southwest offer their employees ongoing training in leadership, new software upgrading, career development and operations. This gives employees a sense that there are always opportunities for learning, advancement, and the organization has an interest in having them reach their potential.

6. LOOK AFTER YOUR PEOPLE IN GOOD TIMES AND BAD

Southwest’s corporate culture involves looking after your own. While the company believes in working hard, they also believe it is important to celebrate just as hard. Impromptu parties with executives dressing in funny outfits happen frequently. Having fun is an integral part of their culture. An employee that is having fun is a happy employee. The company believes that looking after their employees extends to the families as well. Family events are held regularly.

When tragedy strikes, or an employee or family member become ill, other employees have been known to deliver meals and offer support that goes well beyond that found in most workplaces. Leaders at all levels maintain a support network that keeps updated on events going on in employees lives, good or bad. It is quite common for Southwest employees to have meals delivered, rides provided, houses cleaned when they or members of their family are hospitalized or ill.

7. GO BEYOND SALARY AND BENEFITS

Salary and benefits do play a part in employee retention as far as employees feeling that they are fairly compensated. Beyond that, however, the employer that can make their workplace a setting where employees can meet their needs for advancement, a feeling of being cared for and having fun will be able to retain staff regardless of the economic environment.

Companies like Marriot and Southwest have been highly successful due to hiring the right employees based on attitude, teaching them the skills necessary for the job and creating the type of environment that they never want to leave.

Regards,

Rosanne D’Ausilio, Ph.D.

President – Human Technologies Global Inc

3405 Morgan Drive – Carmel, NY 10512

845/520 6432 –  fax 928/223-6165

rosanne@human-technologies.com

http://www.HumanTechTips.com – tips newsletter

http://www.championforthehuman.com – Book #7

*http://www.fastcompany.com/3024949/dialed/7-ways-to-keep-employees-happy?partner=newsletter

Don’t Stop Before the Miracle!

Tuesday, January 14th, 2014

Dear Subscriber,

My latest article follows:

Have you ever thought about doing something other than what you’re doing, both on a professional and personal level?  And it got stuck at the ‘thought’ level? I went back to school for my Master’s and Doctorate degrees and changed careers mid life and never looked back–except for those occasional voices in my head!  I’d love to share my journey with you and hope it moves you to take action–where you’ve maybe been stuck–and then keep going and don’t stop before the Miracle!

What do I mean by ‘don’t stop before the miracle?’ If we were all walking a tightrope or on a zip line, of course we wouldn’t stop ¾ of the way across or down, am I right?  Don’t stop before the miracle simply means keep going for what you want and don’t let anything stop you.  Be tenacious.  Stay focused, stay on point.

When and how did my change of careers come about? I had been working for a company for 10 years successfully producing trade shows all over the world.  You were as good as your last production and while I loved it, the burnout rate was very high.  I had moved up the corporate ladder as far as I could go. I was a Vice President and the only person I reported to was the president.  That was all well and good, but the time came when I felt like I was a human ‘doing’ not a human ‘being.’  There was no work life balance in those days.

As a matter of fact, in those days computers had just come into being; there were no cell phones, pagers, Blackberries, etc.—all devices that blurred the lines of demarcation between work life and personal life.

My actual change came about very unsuspectingly.  Very simply, I stopped smoking through a program at the local hospital where I then lived in Danbury CT.  After 33 years of smoking, I stopped and never gained an ounce of weight and never started up again.  So I contacted the hospital and asked if they needed instructors. I worked for them for 1 year as an independent contractor presenting community smoking cessation programs, and then got licensed on my own so I could provide programs to corporations since I had always worked in the corporate world.

Subsequently I got licensed as a stress management consultant, and ultimately went back to school for my Master’s and PhD in business administration with a specialty in conflict resolution.

My then husband was my #1 positive influencer in my life both professionally and personally.  He was my cheer leader, my listener, my believer in me when I didn’t think I believed in myself, and I wouldn’t be where I am without him.

Yes there were risks and rewards that kept me going. The risks are obvious, could I make enough money to support myself, would there be cash flow, am I good enough, how will I make it happen, make it work, not only in the short run but in the long term, etc.  I could scare myself into immobility which I think is pretty common.

The rewards, on the other hand, are open and endless.  Of course, the money was and is wonderful, but as important is the sense of contribution I feel I make to whomever I am in contact with.  If I can motivate or inspire someone to go for the gold, or have them get in touch with their ‘humanness’ and bring that to the world. I’m delighted.

What or who tried or actually stopped me?  It’s more a what than a who.  The voices in my head were the worst offenders.  If you don’t know what I mean, sit quietly for a moment and listen.  These are what we call limited belief systems.  This reminds me of the story of the man who as a boy was told ‘don’t talk to strangers,’ maybe as all of us were told when we were very young.  Fast forward to this grown man who is driving somewhere he has never been before and he is lost. He doesn’t pull off to a gas station or a convenience store to ask for directions. He doesn’t even have the thought to do so.  Maybe you’ve had this experience with a man or you are a man and you have first hand knowledge of it.  Why won’t he stop and ask for help, for directions?  Because as a child he was told ‘don’t talk to strangers’ and he is still carry that around with him.  It certainly served for safety as a child but in today’s world, as an adult, it’s OK to ask for help.  Most of our limited belief systems are unconscious until, of course, brought to awareness which then allows us to put in a correction, or new data to live our lives by.

I’ve written 9 books and yes, that does help me.  How you might ask? First off, the truth is I can’t quit my day job.  However, my books, articles, and blog create credibility and authority for me as an expert in my field, but as important, it goes in the column of my self esteem, my self worth.  So in a sense, they are large business cards so to speak which allow me to ultimately raise my fees.

I’d like to leave you with 5 of my best tips:

1. Don’t stop before the miracle. In the movie, We Bought a Zoo, there’s a great quote.  “You know, sometimes all you need is twenty seconds of insane courage. Just literally twenty seconds of just embarrassing bravery. And I promise you, something great will come of it.”

2.  The 10 most powerful 2 letter words are IF IT IS TO BE, IT IS UP TO ME.

3.  Ask yourself this question: If not now when; and if not me, who?

4.  Remember you rip yourself and me off by not doing what you want which is a contribution to the universe

5)  Be committed to finding out what feeds your soul

And a bonus tip:  Find that one word that describes who you are and say it every day.  When someone asks how you are, answer with 3 words, I am and fill in your word.  For example, I AM AWESOME!  I promise you it makes a difference.

With all that I do, what’s my favorite? Coaching is my favorite hands down.  Why?  Because it’s personal, it’s one on one and together we can see and track the results.

How do I help others? With my coaching program.  How could I help you? By engaging you in exploring who yoyare, your strengths and with no limitations, where would you like support in going forward both professionally and personally.

I’m a results person, not a reasons person, so the focus is on the result, not the reason why we didn’t get to the result.  I have 30 years of experience both as an employee, employer and solo entrepreneur and willingly share my story and challenge all the ‘yes buts’…yes but you did this, or you can do that, or you have a PhD.  And I say yes, I do, and let’s see what it is you have that you don’t even know you have.  At this juncture we begin to uncover limited belief systems, set them free and create new paradigms.

How does our coaching program work, and where can we learn more about it? We work one on one over the telephone.  We set short term and long term measurable goals, being very specific as to what you want with the opportunity for the universe to give you even more.  For example, if I want more clients, I can’t just set a goal of ‘I want more clients’ that’s too vague.  Then I leave it up to luck, fate or an accident.

However, what if I say ‘I want 3 more clients.’  Can you hear that that’s also limiting?  So I say I want 3 or more new clients and that allows for the 3 to show up, or 4 or 5.  We need to be aware of what we language, as our words are very powerful.  Specifically, we:

  • Determine what steps and/or actions are necessary to reach your next level, and equally important…
  • What stands in the way of your achieving your goals?
  • What are the obstacles–real and imagined–stopping you from the success you deserve?
  • Do you have reasons why you don’t have what you want in life?
  • Or do you have results?
  • What are your limited belief systems that are holding you back, maybe even holding you hostage?
  • Where is your willingness?
  • And what are you committed to?

Here’s where you can find information on our coaching program. http://drrosanne.com/Coaching.htm

I would not be where I am today were it not for my coaches, mentors, and cheer leaders that were and are in my corner gently, and sometimes not so gently, pushing me, stretching me, challenging me, holding me accountable, and supporting me to reach my goals, aspirations and dreams.

Were it not for my coaches, none of my books would have been written, let alone published, and the success I have in my life today is far beyond what I even had imagined when I first began those sessions.

Not only has my professional life propelled me beyond my (initial) expectations, but my personal life has been positively impacted as well.  In the last 7 years I went on more vacations (one of my favorite things to do–go somewhere warm, play tennis, and be near or at an ocean) than in the previous dozen years altogether.

Further, executive coaching statistics include benefits such as:

  • 77% Improvement in Relationships with Direct Reports
  • 71% Increase in Relationships with Immediate Supervisors
  • 67% Increase in Teamwork
  • 63% Increase in Relationships with Peers
  • 61% Increase in Job Satisfaction
  • 44% Increase in Organizational Commitment
  • 37% improvement in Relationships with Clients

(McGovern, Lindemann, Vergara, Murphy, Barker and Warrenfeltz with Manchester, Inc.)

Another study reported these benefits from coaching:

  • Productivity (reported by 53% of people coached)
  • Quality (48%)
  • Organizational strength (48%)
  • Customer service (39%)
  • Customer complaint reductions (34%)
  • Employee retention (32%)
  • Cost reductions (23%)
  • Bottom-line profitability (22%)

(Merrill C. Anderson, Ph.D. MetrixGlobal, LLC)

You are the CEO of your life!  Don’t Stop Before the Miracle!

About the Author:

ROSANNE D’AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management, providing needs analyses, instructional design, and customized, live customer service skills trainings.  Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.

Known as ‘the champion for the human,’ she authors best sellers “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th ed, “Customer Service and the Human Experience,” “Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck, How to Kick Your Customer Service Up A Notch: 101 Insider Tips, Vol I and II, The Expert’s Guide to Customer Service, Vol I and II, a complimentary ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at http://www.HumanTechTips.com,

Are You Parenting or Managing your Staff?

Monday, January 13th, 2014

Dear Subscriber,

Quick reminder that I’m the guest speaker on CallTalkTV.

Wednesday, January 15th Are You Parenting or Managing Your Staff?

Join Bruce Belfiore for this episode of CallTalk, focusing on Parenting or Managing your Staff.  Bruce will be talking with Dr. Rosanne D’Ausilio, PhD, renowned author and frequent speaker on call center agent topics.  Her best-selling books, including “Wake Up Your Call Center” and “Customer Service and the Human Experience”, provide great insights into motivating and developing agents who are passionate about customer service.

As always, this show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

Rosanne D’Ausilio, Ph.D., an industrial psychologist, consultant, master trainer, bestselling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management providing needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching.

Existing Users:

Just login on Wednesday at 1 pm EST/ Noon CST/ 11am MST/ 10am PST

Listen to the radio show and email or call in your questions

New user’s to BenchmarkPortal or CallTalk.tv can register by going to

www.calltalk.tv

You will get a username and password

Use this to login on Wednesday at 1 pm EST/ noon CST/ 11am MST/10 am PST

Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit: www.calltalk.tv or www.benchmarkportal.com

Regards,

Rosanne D’Ausilio, Ph.D.

President – Human Technologies Global Inc

3405 Morgan Drive – Carmel, NY 10512

845/228-6165 fax 928/223-6165

rosanne@human-technologies.com

http://www.HumanTechTips.com

It’s Countdown Time

Wednesday, January 8th, 2014

Dear Subscriber,

In a few short days, we
will be closing the doors
on the giveaway…

…and the only ones that
will have FREE access after
the day the doors close will
be the ones that get in now.

So I URGE you to “Register
For Your Free Account” ASAP

Go here now:

http://massgiveaway.com/go/51

Regards,

Rosanne D’Ausilio, Ph.D. President

Consultant, Customer Service Expert,Master Trainer,

Best Selling Author, Executive Coach

Human Technologies Global Inc

“champions for the human”

845/520 6432, fax 928/223-6165

rosanne@human-technologies.com

It’s A Go. Just Unveiled!

Thursday, January 2nd, 2014

Dear Subscriber,

My friend Matt just released the

internet’s most massive giveaway ever:

http://massgiveaway.com/go/51

Simply sign up and get the scoop.

- tons of eBooks

- tons of Video Tutorials

- Software, PLR, Plugins, etc

…tons of ‘everything’ you’ve ever wanted.

Where did all these goodies come from?

I teamed up with Matt Bacak who has

called in some favors from a whole bunch

of top online marketers and convinced them

all to give you TONS of Products (over

400 so far) at no cost to you.

It is our way of saying “thank you”!

These products are worth thousands of

dollars and have already made the owners

alot of “moolah”.

I really excited about sharing this with you.

Go get it now!

http://massgiveaway.com/go/51

Regards,

Rosanne D’Ausilio, Ph.D. President

Consultant, Customer Service Expert,Master Trainer,

Best Selling Author, Executive Coach

Human Technologies Global Inc

“champions for the human”

845/520 6432, fax 928/223-6165

rosanne@human-technologies.com

A Great Lesson On Stress

Thursday, November 21st, 2013

Dear Subscriber,

Many lessons in this yet I don’t know who the author is.  It came to me anonymously.  Enjoy.


A young  lady confidently walked around the room while leading and explaining  stress management to an audience with a raised glass of water. Everyone  knew she was going to ask the ultimate question, ‘half empty or half  full?’… She fooled them all …. “How heavy is this glass of water?” she  inquired with a smile.

Answers  called out ranged from 8 oz. To 20 oz.

She replied  , “The absolute weight doesn’t matter. It depends on how long I hold  it. If I hold  it for a minute, that’s not a problem. If I hold it for an hour, I’ll have  an ache in my right arm.

If I hold  it for a day, you’ll have to call an Ambulance. In each case it’s the same  weight, but the longer I hold it, the heavier it becomes.” She continued,  “and that’s the way it is with stress. If we carry our burdens all the  time, sooner or later, as the burden becomes increasingly heavy, we won’t  be able to carry on.”

“As with  the glass of water, you have to put it down for a while and rest before  holding it again. When we’re refreshed, we can carry on with the burden -  holding stress longer and better each time practiced.

So, as  early in the evening as you can, put all your burdens down. Don’t carry  them through the evening and into the night… Pick them up  tomorrow.

1 * Accept  the fact that some days you’re the pigeon, and some days you’re the  statue!

2 * Always  keep your words soft and sweet, just in case you have to eat  them.

3 * Always  read stuff that will make you look good if you die in the middle of  it.

4 * Drive  carefully… It’s not only cars that can be recalled by their  Maker.

5 * If you  can’t be kind, at least have the decency to be vague.

6 * If you  lend someone $20 and never see that person again, it was probably worth  it.

7 * It may  be that your sole purpose in life is simply to serve as a warning to  others.

8 * Never  buy a car you can’t push.

9 * Never  put both feet in your mouth at the same time, because then you won’t have  a leg to stand on.

10 * Nobody  cares if you can’t dance well. Just get up and dance.

11 * Since  it’s the early worm that gets eaten by the bird, sleep  late.

12 * The  second mouse gets the cheese.

13 * When  everything’s coming your way, you’re in the wrong  lane.

14 *  Birthdays are good for you. The more you have, the longer you  live.

16 * Some  mistakes are too much fun to make only once.

17 * We  could learn a lot from crayons. Some are sharp, some are pretty and some  are dull. Some have weird names and all are different colors, but they all  have to live in the same box.

18 * A  truly happy person is one who can enjoy the scenery on a  detour.

19 * Have  an awesome day and know that someone has thought about you  today.

AND MOST  IMPORTANTLY

20 *Save  the earth….. It’s the only planet with chocolate!* I THINK  !!!!

Regards,

Rosanne D’Ausilio, Ph.D.

Consultant, Master Trainer, Best Selling Author

www.human-technologies.com

3405 Morgan Drive – Carmel, NY 10512

845/520 6432- fax 928/223-6165

“champions for the human”