Effective succession planning: following a good leader

I have written several articles on the topic of leadership. People are very reluctant to take on leadership roles for many reasons. John F. Kennedy said, "Leadership and learning are indispensable to each other." The number one reason is FEAR. There is a learning experience that will always lend an opportunity to develop and improve leadership, teambuilding, and communication skills. Following a good leader is easier than succeeding a bad leader because there are no messes to clean up, no wrongs to right, or points to prove- all you have to do is carry the torch. Here are 4 ways to keep the torch burning:

1. Ask your predecessor to be your mentor.
   

   If the previous leadership was good, ask your predecessor to mentor you. Learn some of their techniques and get valuable feedback from your own actions.
   

2. Mimic their actions and behavior.
   

   Repetition is the highest form of flattery. Mimic the behavior of the previous leader. Communicate in the same manner that they did, recognize members of the team in the same way, or have team meetings as often as before. People who are used to the previous leadership will conform more quickly to the new leadership if they recognize similar habits.
   

3. Don't fix what isn't broken.
   

   The old say, 'if it isn't broke, don't fix it" is very true. Why change a policy or procedure if it worked well? Work on improving things that need modification. For example, if team members are frequently late to the regular meeting times, think about changing the date or time.
   

4. Retain the previous leader's expertise. Ask them to be a part of a committee (ex officio if necessary) or be a consultant to your team.
   

   Even though the previous leader has stepped down or declined to take the lead again, ask them to work on a committee as an ex officio member. You and the team would still benefit from the presence of the former leader and the transition of leadership would be easier for you and the members.
   

Look for the next article that will discuss ways to follow bad leadership.

Are you a supervisor or a super visionary with a super vision?

Stephen Covey, the author of the 7 Habits of Highly Effective People
wrote, "Great leaders see the world differently and do things differently." What kind of leader are you?

Supervisor	Super visionary with a super vision
Assigns instructions to subordinates.	Sees the task as more than just an assignment, but as another step to success for the department, company, and the employee.
Monitors tasks and goals to completion.	Begins with the end in mind.
Has the authority to make decisions in regards to the well being of the business.	Listens to the input and feedback from personnel and makes decisions based on analytical and strategic planning.

Anyone can be placed in a supervisory role, but only a select few can see past the mundane tasks and envision the bigger picture.

The Multi-Hat Professional

Multi-tasking is one of the most important skills to have in the workplace. Everyday situations arise, customers are angry, deadlines need to be met, food needs to be ordered for a meeting, and there are other small crises that need to be tended to- all this on top of the daily responsibilities.

Sometimes hats are worn at the same time. Ever had to negotiate a price with a vendor because food needed to be ordered and delivered at the last minute? This is the negotiator, caterer, and fireman. When you greet someone entering the office and it turns out they are soliciting business, this is the hostess and guard. Or what about immediately locating documents that your boss is demanding? This is the soldier and magician. Here are a few of the roles that admins play:

Fireman – putting out fires, crises that arise

Magician- producing documents, making arrangements that seem impossible, but the boss is insistent

Caterer – making sure refreshments are ordered for meetings and events

Negotiator – talking with vendors, cutting deals to save the business money

Mind reader – knowing what your boss is going to say, need, or do before he or she does it and being prepared

Soldier – sitting on the 'front lines' to defend their boss and the decisions that are made, dealing with a boss who is not very polite, or absorbing unfriendly fire from customers or clients who are less than cordial

Hostess/host – greet customers and clients

Editor – proofread documents and correspondence before it is made public

Guard- protects the office from solicitors and keeps unwanted or uninvited guests out

Repairman- fixing office equipment

Administrative professionals are the cornerstone of the office and wear many hats. Which hat(s) did you wear today?

Lose the ‘Tude: Learn how to adjust your attitude

In July, I had the pleasure of attending the IAAP Educational Forum and Annual Meeting (EFAM) in Montreal, Canada. It was a wonderful conference filled with great workshops, educational materials, and awesome speakers. One speaker, Sam Glenn, also known as the "Attitude Guy" gave a presentation based on his book, A Kick in the Attitude. Not only was he hilarious, but he made some statements that were very enlightening about how to adjust your attitude in any situation.

Here are some ways to lose the 'tude:

1. Ask yourself questions.
   

   People always say that it is odd to talk to yourself. My theory is that this is the FIRST person you should be asking questions to- yourself! Self talk is therapeutic. It's a good time to internally rationalize about situations before making decisions. When you are feeling attitudinal ask yourself the following:
   

• Why do I feel this way?
  
• What has the offender done to me? What did I do to the offender?
  
• What can be done to make me feel better?
  

1. Remove yourself from the environment for a period of time
   

   In his book, Sam talks about what he likes to do to kick his attitude. He mentions going for a walk, calling a friend, or even prank phone calling his relatives (hey, whatever works and makes you and someone else laugh, which leads to the next point).
    

2. Laugh.
   

   Laughter is considered the best medicine for the mind and body. Helpguide.org says that laughter is an antidote for stress, pain, and conflict. Laughter does the following:
   

• Relaxes the body
  
• Boosts the immune system
  
• Releases endorphins
  
• Protects the heart
  

A kick in the attitude is another way of recharging your batteries- a way to get rid of the negativity. The overall message – Lighten and brighten up!

Congratulations to the Amazon Gift Card Winner!

Congratulations to Kathy R. from Moline, IL who won the Amazon Gift Card. Here what she had to say about the article, "How to build your success portfolio."

"What an awesome idea. It had never occurred to me to put all of this material in a binder. I do however keep a copy of everything in a file folder. I am going to put this together and will use it for my 2011 Evaluation. I think I will be surprised as to my accomplishments when I see them in this format. Thanks for the great article."

Read and Get Rewarded Contest

Win a $25 Gift Card to Amazon.com

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Good morning, Innovation!

Whenever we hear the word 'innovation' we immediately think about the advancement and improvement of technology, processes, and products. The definition of innovation is 'to renew or change.' Innovation, when referring to a product, service, or technology, means that something is being implemented be more efficient and provide better performance. The question is, 'how are we changing or renewing ourselves daily?'

Here how you can get on the path to a renewed, better you:

1. Get enough sleep.
   

   Here are some interesting statistics about getting proper sleep.
   

• Most adults need 7-8 hours of sleep every night.
  
• Sleep deprivation can actually be a form of torture!
  
• Effects of sleep loss on work performance may be costing U.S. employers some $18 billion in lost productivity. (NSF 1997 poll on Sleeplessness, Pain, and the Workplace)
  
• Poor sleep can contribute to weight gain, headaches, high blood pressure, diabetes, depression, an impaired immune system, and attention deficit disorder.
  

1. Expand your knowledge base. Learn something new every day.
   

   Make it a practice to learn something new, a skill, an attribute about a colleague, or gain some information by watching a TV show or the news. Educate your mind on a constant basis and expand your knowledge so that you can pass it on to someone else.
   

2. Think positively and you will achieve positive results.
   

   The old saying, "It's always darkest before the dawn." My personal favorite, which is one of my own, "Rain doesn't stop my sunshine." When things go wrong or there seems to be negativity all around you, don't let that stop you from being your personal best. Trouble doesn't last always (another one of my favorites). Having a positive attitude will result in positive results. This is called the Law of Attraction. Attract some positivity into your life. We definitely need it.
   

Every morning, you wake up to a new day. You may wake up with a new attitude, a new outlook on your situation, or a new way of thinking. If you don't you should!

How to build your success portfolio

Need a quick ego boost? Want to impress interviewers? Creating a success portfolio will not only give you encouragement and motivation, but you will impress interviewers when you present them with a portfolio of your accomplishments at the time of the job interview.

Examples of what goes into the portfolio:

• Positive feedback correspondence
  
• Certificates and degrees
  
• Resume and references
  
• Past performance reviews
  
• Personal mission statement
  

Your portfolio should be organized. Use a 2" binder (to start) and create tabs for each section. Here are some suggestions for possible sections:

• Education
  

  Certificates and degrees are stored in this section.
  

• Kudos
  

  Positive feedback from clients, customers, and co-workers are stored here. Any other honorable mentions are placed in the 'kudos' section.
  

• Work/Career
  

  Performance reviews, your updated resume, and references are stored in this section.
  

The first page of the portfolio is your personal mission statement. Do you have one? A personal mission statement depicts who you are and where you are going on the journey of life. Stephen Covey says, "If you don't set your goals based upon your Mission Statement, you may be climbing the ladder of success only to realize, when you get to the top, you're on the WRONG BUILDING." If you don't want to end up on the wrong building, define your mission. Here is a great tutorial on how to identify your purpose.

Uses for the portfolio:

• Job interview
  

  Of course, if you are going to use the portfolio during an interview, it should be condensed. You may want to purchase a smaller, professional report portfolio and include your resume, references, and any samples of work you have done that relate to the job in question.
  

• Performance Reviews or Promotions
  

  The portfolio serves as a gentle reminder to your boss of what you have accomplished in the past year. Use it to your advantage, there could be a promotion on the horizon.
  

• Motivational Tool
  

  Do you ever feel inadequate or as if you are not the right person for the job? Your portfolio will help you get your mind back in the game and encourage you to keep pressing on because of previous accomplishments.
  

So whether you need motivation or want to impress a potential supervisor, creating a success portfolio will benefit you in more ways than one. You are the product of your own success.

Customer service has become a disservice

The word 'service' in customer service has become obsolete. Why are customer service representatives irate? Clients tell me all the time about how debt collectors have called them at work and cause undue stress by upsetting them which results in loss in productivity and feelings of anger and frustration.

I was a debt collector in the mid-90s for 5 years for one of today's top credit card companies. I received numerous awards for being one of the most effective collectors in my department. Employee of the month, high commissions and bonuses were given to me because I practiced the following debt collection techniques:

1. Don't take it personal.
   

   Don't act like the debtor owes YOU money. The money is owed to the company and you are hired to attempt to get the funds due. The goal is to collect as much money, if not all, on the debt. The first step in effective debt collection is to NOT put yourself in the equation. The equation is debtor + creditor = collect the debt.
   

2. Remove the negative attitude.
   

   Having a negative attitude will only infuriate the debtor and reduce the chances of collecting on the debt. Obviously, there is a reason why the payment is past due, having a more positive attitude will increase the chances of at least making a payment arrangement versus creating a hostile situation.
   

3. Use active listening skills.
   

   The debtor's situation is already stressful; they will provide an explanation why the payment is late, listen intently and allow them to finish their sentences. Don't interrupt. Make statements like, 'I am sorry to hear that'….or 'Let me see what options we have…' will make the conversation less stressful on both parties.
   

4. Focus on a solution.
   

   Provide options for the debtor. The company's goal is to first collect the full payment. If full payment cannot be received, collect a portion of the payment rather than none. Aggravating the debtor by speaking in a condescending attitude will only add fuel to their fire. My motto was, 'collect some rather than none.'
   

5. Use empathy and compassion.
   

   Put yourself in the debtor's shoes. It is hypocritical to act as if you, the debt collector, have never been late on a debt or have never had to contact a creditor to ask for an extension or a payment plan. Identify with the debtor's situation and come up with a solution.
   

6. End the call on a positive note.
   

   After diffusing the situation by listening and devising a plan that is acceptable to both the company and the debtor, end the call on a positive note. Say something like, 'thank you and I hope your situation gets better.' It would be advantageous to setup a follow-up call a few days before the 'promise to pay' is made to remind the debtor of their obligation, determine if the situation has gotten better and that the payment will still be made as scheduled.
   
   Debt collection is a difficult job, but somebody has to do it. If you want to increase your commission, reduce your stress level, and meet your quota, practice effective debt collection practices. You, the company, and the debtor will thank you for it.
   

Top 10 signs that let you know you no longer like your job and what to do about it

Whether you feel unchallenged at your job, overtly stressed, or work in a hostile environment, there is no reason to continue to work in these kinds of conditions, unless you have bills to pay, a family, and other financial obligations that require you to have a steady income.

Here are 10 sure signs that you are finally fed up with your job and need to seek employment elsewhere:

1. You begin to count sick days as vacation days.
   
2. You get sick only on Mondays.
   
3. You go on interviews during lunch break.
   
4. You use your office computer to conduct job searches.
   
5. After completing job searches, you use the company email to send your resume.
   
6. Every day is casual Friday.
   
7. You laugh after each point your boss makes during your performance review.
   
8. You don't return from lunch until your favorite soap opera is done running the credits.
   
9. The word 'deadline' is no longer in your vocabulary.
   
10. Anger, sadness, and frustration are the most frequent emotions you experience while at work.
    

So if you need a job (like we all do) and you have any of these signs, here are a few remedies for your woes:

1. Ask to help on a project.
   

   This will challenge you in a way that you will be able to assist in making an impact at work, which could increase your skill knowledge, experience in working with others, and bragging rights (adding this to your resume).
   

2. Take a mini-vacation.
   

   All of the signs above spell B-U-R-N-O-U-T. The best remedy for burnout is to take a much needed vacation to relax and enjoy the environment and your family. This means no Blackberry or email access. Vacation means to vacate.
   

3. Evaluate your job.
   

   Conduct an evaluation and list the pros and cons of your job. If you have more cons than pros, it may be time to start seeking employment elsewhere. Staying in an environment that is toxic to you and causing you to be non-productive is a no-win for both parties. Don't damage your reputation, find a new job or seek an open position elsewhere in the company.
   

4. Get a Work Life Coach.
   

   Do you want some sound advice and counsel on where you should go from here? If you are experiencing any of the top 10 above contact me today for a FREE 30-minute consultation. We can talk about the issues, your feelings, and possible solutions to improve your worklife.
   

Having an 'I don't care' attitude at work will slow your productivity, increase stress, and dilute your professionalism which will result in damaging your reputation and decrease your chances of getting a good job reference if you do decide to look elsewhere. Not to mention the ill feelings that will occur between you and your colleagues. Don't continue on this road to nowhere. If you need some help in getting on the right path, contact me today for a FREE 30-minute consultation to discuss your work life and how to improve it. It will be the best decision you can make for your future.

Are you a flexible thinker?

A mind is a terrible thing to waste is a cliché that may be overused, but has some validity. Flexible thinkers are people who seek first to understand then to be understood. They use both sides of their brain, rationalize, and ask questions before making decisions.

Benefits to flexible thinking:

• Improve decision making skills
  
• Improve critical thinking skills
  
• Improve listening skills
  
• See both sides of the issue clearly
  
• Hold higher, authoritative positions
  

Are you a flexible thinker? Here are 10 characteristics of a flexible thinker:

1. Think outside the box.
   
2. Weigh their options first.
   
3. Always have a plan B.
   
4. Get a second opinion and a third if needed.
   
5. Listen to all sides of the story.
   
6. Don't make snap judgments.
   
7. Think before they speak.
   
8. Rationalize before criticizing.
   
9. Always seek learning opportunities.
   
10. Spread their knowledge to others.
    

In a 24-hour day, we will have over 3,000 thoughts and in a regular 8 hour work day, there will be approximately 375 thoughts, in one hour we have approximately 47 thoughts, becoming a flexible thinker will help you to eliminate negativity, and think more clearly in order to make appropriate decisions.