Little Learning is Dangerous

Alexander Pope little learning knowledge is dangerous 01[1]Image Source

Here’s the thing about being in the information age. You think you know everything, when in fact, you don’t!

Every time, I hear someone giving advice or sprouting info as if they’ve had a long solid experience doing or practicing it, I cringe.

So, beware!

Learn from Alexander Pope.

 

On Conflict Resolution

Back when I was actively business blogging, I get a book from AMACOM to review every quarter.

I remember there was something there about conflict resolution. I liked their recommendation because it was simple yet effective. Thanks to online research, I got wind of it again.

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Photo by Priscilla Du Preez on Unsplash

Here are the five steps to conflict resolution.

Step 1. Define the source of conflict. Act as mediator. Hear out all sides. Acknowledge the information you hear and encourage them to open up some more.

Step 2. Look beyond the incident. This is true: it is not the situation but the point of view of the situation that causes anger to fester and ultimately leads to a shouting match or other visible and disruptive result.

Step 3. Request solutions. Now that you’ve heard all the sides of the story, your next step is to get them to identify how the situation could be changed. Solicit their ideas on how to improve things. Remember, your goal is to make them cooperate and work together harmoniously again.

Step 4. Identify solutions both disputants can support. I find this very important because the disputants feel that they are part in making the solution of the problem. They will not feel imposed on. You note down the most acceptable course of action. Point out the merits of various ideas, not only from each other’s perspective, but in terms of the benefits to the organization. Emphasize cooperation and collaboration.

Step 5. Agreement. Both if not all parties should agree on next step. Important guide questions would be: “What action plans will you both put in place to prevent conflicts from arising in the future?” and “What will you do if problems arise in the future?”

Let me just emphasize, resolution requires understanding of the conflict, and cooperation and collaboration.

Don’t ever consider acquiescence as resolution.

 

Organization or Organism?

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Photo by Michael Schiffer on Unsplash

I found Seth Godin’s thoughts on organization and organism really interesting. That is why I am sharing snippets here.

Maybe you work with an organization. They have systems and charts and boxes.

Perhaps you work with an organism instead. An organism constantly changes. The cells develop, die and are replaced. It adapts to the current environment or goes away.

Read more…

This goes back to the fact that even if a system is in place, you have to remember that we still work with humans.

Leadership Series 2

Law of the Lid

flea_in

Image source

Let me tell you about the story of the fleas. We know fleas can jump as high as 150 times its size. But this group of fleas, they are placed in a jar and covered with a lid for 24 hours. Once the lid is shut, the fleas started jumping up and fall to the bottom of the jar. Every time they attempt to jump again, they would hit the lid and fall. This goes on for 24 hours. After 24 hours, the lid is removed. And guess what? The fleas still jump but they don’t go over the mouth or lid of the jar. They only jump to the height where the lid had been.

This is the principle behind the Law of the Lid.

As an analogy for leadership, the lid is the leader and the fleas are the members of the team. As a leader, you set the potential of the team. The higher you give them the opportunity to grow, the higher they grow. The more you empower them, the more empowered they become.

When we apply to personal growth, the lid represents what we could do and become. If we are hindered by limiting beliefs, maybe due to being programmed by different factors, we would think that our capacity is just right at the lid of the jar. No. We can be more!

John Maxwell has illustrated this Law of the Lid well in these stories.

“Leadership ability is the lid that determines a person’s level of effectiveness. The lower an individual’s ability to lead, the lower the lid on his potential.”

How do you show up as a leader?

Can You Use TikTok for Business?

TikTok

I am close to joining the bandwagon called TikTok.

I know the app is helping a lot of people cope with this nasty pandemic, which sent all of us home and never leave it… for now.

Since, the app can be synced with other social media accounts like Facebook and Instagram, I get to see TikTokers enjoying themselves and I enjoy viewing their antics, too.

Then I got to thinking, can we use this TikTok app for business?

It’s short entertainment, and thus can be maximized for customer engagement.

I did a little research and true enough, there are already companies using it for business. There are seven (7) brands using TikTok for business. They are Chipotle, NBA, United Nationa IFAD, The Washington Post, Guess, The San Diego Zoo, NBC’s Stay Tuned.

TikTok for business can do the following:

1. Generate brand awareness and engagement. Users can combine entertainment and informative content in a 15- or 60-second video clip.

2. Cost efficient to use and can reach out to your market in an instant.

3. Once you make a video, the app also allows you to optimize it by adding hashtags that can make it easier to find via search.

4. It allows brands to showcase their fun side to their customers.

5. It encourages creativity, not only for brands but also for customers who would want to be part of that brand’s experience.

Are you on TikTok yet?

References:
Using TikTok To Build Your Business
How 7 Brands are Using TikTok

 

Zoom App Steps Up in the Time of Corona Virus

Week 5, ECQ Day 37

I am sure by now you have adjusted in some way to your new normal.

You wake up, take a bath, dress up, and take a few steps to your work station. You turn on your computer or laptop and get down to business. No more traffic jams, no hustling and bustling.

We do not know when this work arrangement will end, but we make do with what we have at this moment. It is good that we have still have work, we can work from home, and we earn from home.

I have been working from home for about five years now since I started my consulting. So, this set up is not entirely new to  me. I thought no new technology will step up and make our online meetings and conference calls much easier. I am wrong.

I was so used to holding meetings using Skype or GotoMeeting, and sometimes, Hangout. But I am surprised that a new technology arises and is used by almost everyone else, even big media conglomerates.

I am talking about the Zoom Cloud Meetings app.

Eric Yuan, founder and chief executive officer of Zoom Video Communications Inc. shared with CNBC earlier this month that people have been using the product at a record rate. The company added 2.22 million monthly active users so far in 2020.

From my observation, the app clicked because:

  1. It’s easy to download. Install from the App Store or Google Play, create an account and you’re ready to share your screen/slides and talk or chat with your team members.
  2. It is easy to set up. You can use it with your smartphone, your laptop, your computer or tablets. A participant can join wherever he is in the world.
  3. There is a free and paid version, depending on how big your attendance will be. But even the free version is really very useful already.
  4. You can sync it with your calendar, thus you can schedule a meeting.
  5. If your agenda is for a wider audience, you can record the meeting and share it to social media .

zoom meetings

Perhaps because of the unprecedented interest of the app, at first there were many security issues, but they were addressed in time.

With this nasty pandemic still not slacking off, I know, use of Zoom app will continue to increase.

How are you conducting your meetings these days?

Leadership Perspective Series 1

Career Tip from Jonathan Yabut

I got this tip from Jonathan Yabut, The Apprentice Asia Winner, on his LinkedIn account.

Managing people is different from leading people.

I am now in that transition after embarking on entrepreneurship for the past two years now.

In the past 25 years or so, I realized that I have taken on managing as my primary role, and leading, only a secondary role.

In fact, several times, I got invited to speak before my business partners, and for the first time after a long time, I got anxious. I am used to meetings and presiding, so where did the anxiety come from? It dawned on me, I am not going to command these people anymore, and demand results from them. Rather, I am going to use my talk to inspire them, and help them realize their full potential.

It’s a totally different ballgame!

As a noob in entrepreneurship, I am in a new learning curve, and it’s never been exciting.

I got a concise presentation from Forbes.com on the difference between managing and leading.

How do you manage?

  1. You create goals.
  2. You maintain the status quo.
  3. You copy.
  4. You control risk.
  5. You rely on existing proven skills.
  6. You build systems and processes.
  7. You direct.
  8. You have employees.

How do you lead?

  1. You create a vision.
  2. You encourage and embrace change.
  3. You are unique.
  4. You take risks.
  5. You are in it for the long haul.
  6. You grow yourself.
  7. You build relationships.
  8. You coach.
  9. You create fans.

So, which one are you? Or, the better question would be, which one would you like to become?

Leading creates a more meaningful impact in the lives of the people you know.

Do you have any more tips? Do share!

Global CEM Certification Program

Genesys_MarkStanley

Get ready for the Global CEM (customer experience management) certification program on November 20-21, 2017 in Hong Kong.

The 60th program is developed based on the PIG Strategy (also called the Branded CEM Method), and has been run 57 times in 19 international cities: Amsterdam, Barcelona, Brussels, Copenhagen, Frankfurt, Milan, London, Paris, Istanbul, Dubai, Johannesburg, Shanghai, Bangkok, Hong Kong, Singapore, Sydney, Los Angeles, San Francisco and Toronto.

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Over 50% of the attendees are referrals and repeated participants.

CEM Cert Program 2017 Early Bird Discount

Visit GlobalCEM.org to find out more about the World’s 1st CX / CEM certification. Download the program brochure.

Are You Ready for the Mobile CX?

CX through mobile

“Customers are buying experiences,” says Jos Ortega, Chair & CEO of Havas Ortega, at the Customer Experience (CX) Management Seminar 2017 organized by Fiera de Manila, Inc. last September 6th at the AIM, Makati City.

True. Gone are the days that you only think about selling products or services. The purchase process has now focused more on what you get out of the experience of buying a product or getting a service.

Thus, you rally your customer service team to attend to the customer well, give them their best smile, most polite voice and demeanor, and always put their best put forward. They have to give excellent customer service by all means.

Now, the question would be: how do you measure experience when you don’t get to interact with your customer face to face?

Technology has become the game changer.

Customers no longer go to your brick and mortar store, rather they buy online. They buy while mobile. They are consuming your product and services through mobile. In fact, 90% of the time is now spent on mobile.

So now, customer experience (CX) happens on mobile. Advertisers are now chanting, go mobile or go bust! For the most part of the business nowadays at least.

Video has also become the most effective lead generation and so if you are producing videos to promote your business, you should evaluate your videos on the mobile platform to see how they are playing or being played from the customers end.

So…

Are you ready for the mobile customer experience?

One interesting development I learned from that CX seminar was the evolution of e-commerce platform. E-commerce started with a website (www), then the use and development of applications (apps), and now the messaging (chat messenger with chat bots).

It’s also interesting to know that companies have been using Facebook to its full potential; meaning leveraging on the features of Facebook to grow their business. Two of these features are the Facebook Messenger and the Facebook Workplace.

How do they do these? Companies build their Facebook pages and incorporate Facebook Workplace into it so that when their customers access their company through the Facebook Messenger (or they even direct their customers to the messenger), they use the chat bots to interact with their customers. And I tell you these chat bots can be as intelligent as they can be.

Let me cite an example. This is HealthTap leveraging on Facebook Messenger and Chat Bots to interact with their customers.

It’s pretty straight forward is it? It works because you are like chatting to someone who can provide you with answers.

But are other companies as responsive?

Let me cite a comparison.

Company A

Marriott Manila 1

Company B

Solaire 1

Which do you think has a friendlier mobile CX?

Both ‘typically replies in a day,’ but one right away says they are not available at the time of customer contact.

The kind of messaging you use contributes to the overall customer experience, so you have to be careful. But it appears, too, that the company just translated what people see on their website and has worked into their mobile.

As you go mobile, understand the platform, the way HealthTap obviously does. Then provide the customer the confidence that they can transact safely all the way through.

In mobile, all the more you need to be friendlier as experience becomes on demand. It is easier for your customer to dismiss you with a click as it is easier for them to hit that purchase/checkout button.

Sure Way to Kill Productivity

On teamwork (2)

There is one sure thing to kill productivity in your team, and that is to meddle with their work.

This is not to say that you shouldn’t check on them, but meddling is a different thing. It is micromanaging, and no worker wants his boss breathing down his neck.

Best thing to do is to start the project right the first time. At the onset, establish the objectives and parameters, make clear the deliverables, agree on the results, and set the timeline. Then leave the team to work on it on their own. You meet with them and discuss the progress of the project based on the timeline set.

George S. Patton says it best, “Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.”

Daily Prompt: Meddle