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Archive for December, 2011

Are You Satisfied with the Results Your Business/Organization is Getting?

Wednesday, December 28th, 2011

Do you have a clear idea what your employees think of you, your leadership team, and the organization?

Does it really matter? Should you care? It depends. It depends on whether or not you want to grow your customer base, increase the quality of your service, and gratify your customers.

It starts with asking yourself an important question: Are you satisfied with the results you are getting in your business?

Business owners and executives will answer this question differently:

  • For a hospital it may be patient satisfaction
  • For a retail business it may be same store sales
  • For a wholesaler, it may be buying deeper into your product line offering
  • For a service business it may be more business per client

The one objective all these businesses have in common is satisfying their customer (or in the case of the hospital – their patient).

And what happens if the owner or executive feels that the organization is not meeting customer needs? One example is patient satisfaction scores. (Many hospitals use a patient satisfaction survey marketed by Press Ganey). They immediately move to remediation actions – fixing it.

Millions of dollars are spent each year to improve how a business does business – or in the case of the hospital, improve patient satisfaction. We see process improvement in its multiple incarnations (lean, six sigma); we see improving information technology. What we don’t see very often is: understanding how the employees feel about their work and their organization.

Too many organizations miss the obvious – employee satisfaction. They take it for granted. We’ve heard some executives say “they ought to be thankful they have a decent job in this economy”. Rubbish. Dissatisfied employees don’t produce their best work. Regardless how good improvement initiatives may be, they will fail when the employees are cynical, distrustful, and lack commitment to their job, to their managers, and to the organization.

It’s like trying to bake a loaf of bread and forgetting to put in the yeast. Try as you may, you will not be successful. The results will be just as flat as improvement initiatives are without employee commitment.

Understanding how the employees’ feel, what they believe is important, and what they believe will improve the business are critical ingredients to a successful organization. So if you are dissatisfied with how things are working in your business, if customer satisfaction is low, if growth is flat – there is a high likelihood that you have a dissatisfied workforce – and no initiative, short of addressing employee issues and concerns, will work for long..

For additional information on key issues and topics on Leadership and Business Growth see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com

Copyright 2011 Kubica LaForest Consulting

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Stop Marginalizing Healthcare Middle Managers: The Key to Improving the Care Process

Wednesday, December 21st, 2011

Being a middle manager is challenging; being a middle manager in healthcare is in a class of its own.

Middle manager’s, by definition, must balance the needs and wants of their superior with the needs and wants of their employees, while at the same time maintaining positive relationships with their peers.

In healthcare, it gets a little more complicated. Middle managers must balance the needs and wants of their managers, the needs and wants of physicians, the needs and wants of their employees, and maintain positive relationships with their peers. And with their peers, they may also have to deal with what we refer to as – “profession clash”. For example, nurses and pharmacists clashing over their professional responsibilities, and who sits higher on the hierarchy of healthcare professionals, or who is more important and influential in the care process.

Middle managers are critical to improving the care process, improving quality, and reducing overall cost. This is one reason why it’s so ridiculous to fire managers to reduce costs. And those executives who use the “firing card” will quickly discover that all strategy is supported from the middle. Tactics are developed from the middle, integration occurs from the middle, and tactics are executed from the middle. Without middle managers, progress slows to a painful crawl. And if there is a need to “fire someone”, remove the recalcitrant middle manager that cannot understand that their role is to be the integrator and not the isolationist or aggravator.

Great middle managers are not the ones who only have exceptional technical/clinical skills and good business skills; great middle managers have good technical/clinical skills, good business skills, and good intrapersonal and interpersonal skills, including:

  • A good reputation within the organization
  • Influencing skills
  • Communication skills
  • Political skills
  • Interpersonal relationship skills
  • Problem solving skills
  • Tolerance for ambiguity
  • Team building skills

And they also are good team players.

The paradigm of who makes a good middle manager, what skills are most important, needs to change. The challenge for hospital executives is to find and promote into middle management, individuals who have strong intangible skills because in our experience, it is the intangible skills that drive long-term success.

The complexity of healthcare demands it.

Successful healthcare organizations will figure this out – some are making great strides in this direction (Cape Fear Valley Health in Fayetteville, NC).

For too long, healthcare middle managers have been marginalized. As the demand for better quality and better care models accelerates, the veil needs to be lifted and healthcare middle managers need to be positioned to lead the change initiative effectively from the middle.

For additional information on key issues and topics on Leadership and Professional Development see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com

Copyright 2011 Kubica LaForest Consulting

 

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How Not to Become a Talent “Anti-Gravity” Company

Wednesday, December 14th, 2011

In October 2011, we started to address the issue of talent shortages in some industries. High-tech industries are one key example. The intent was to create an awareness of logical and reasonable steps you can take to make your business more attractive to top talent. (http://www.kubicalaforestconsulting.com/blog/2011/10/small-business-growth-at-risk-addressing-the-talent-shortage-by-establishing-a-talent-gravity-organization/)

Positive examples always help and serve to demonstrate that these ideas really can work and they really do make a difference. Google is an example of a talent gravity organization.

Negative examples also work, and sometimes they work even better because they show what happens when anti-gravity takes over. And usually we find, this is due to lack of attention.

Yahoo is currently a great example of an anti-gravity organization. But don’t take our word for it. In a recent article by Amir Efrati in the Wall Street Journal (http://online.wsj.com/article/SB10001424052970204083204577078403954893904.html), Yahoo’s woes were featured.

Mr. Efrati talked with Greg Cohn, who left Yahoo to start a company. But it’s the comments Mr. Cohn made that are so instructive:

  • If you’re not growing;
  • If you’re not giving people challenging things to work on;
  • If you’re not holding out the promise of creating some personal wealth during one of the frothiest technology markets in modern history; and,
  • If your people don’t ultimately believe in your ability to deliver across that whole spectrum – you’re toast.

No more need be said.

And these comments don’t apply only to high-tech. They apply to every industry in the country. Sure some organizations may not (or cannot) provide the promise of creating some personal wealth, but the other points are spot on.

So, how do you think your employees feel about working for you? Would they say:

  • We’re growing around here and the excitement is palpable
  • One thing we don’t lack for is challenging work to do
  • And our management, they sure can deliver

Or would they respond like Mr. Cohn did? It matters and it matters a lot.

And please don’t start with the “we’re different” excuses. You really aren’t different. And thinking you are different is an excuse not to act and to justify your non-action. And that in-attention will cause “anti-gravity” to have an impact on your employees, employee candidates, clients, and prospective clients.

The choice is straightforward. You can either work to build a talent gravity organization or not. We strongly recommend you decide to build a talent gravity organization. The economy will improve, opportunities will be created, new markets will be created, old markets will once again support growth. The economy doesn’t stand still; nor should you.

For additional information on key issues and topics on Leadership and Professional Development see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com

Copyright 2011 Kubica LaForest Consulting

 

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The Five Essentials for Business and Performance Excellence Part 4: Influence

Thursday, December 8th, 2011

We started this Blog series with a challenge for you: how to differentiate yourself among a crowd of good performers. http://www.kubicalaforestconsulting.com/blog/2011/11/the-five-essentials-for-business-and-personal-advancement-differentiating-yourself-among-the-crowd-of-good-performers/.

We identified the importance of strong performance, the need to be accountable for the results you generate, building your reputation, and why visibility is critically important in this process.

So if you do these things, what happens? Well what happens is that people begin to notice you – and more importantly – they begin to listen to you and seek you out. Your opinion matters. Now that’s powerful. Interestingly, you don’t have to have a formal position or title in the organization to be powerful. This is called influence. And through influence you can begin to make things happen in your organization.

Have you heard: I’ve got great ideas but nobody listens to me; It’s like I’m invisible around here yet if it wasn’t for me this place would collapse. Have you ever said something like that yourself?

We don’t live in a Harry Potter world; you can’t wave a wand and conjure up personal importance. That’s the realm of magical fiction.

We live in a world where good work can and often does, get overlooked because no one knows about it or our your role in it. We live in a world where people take credit for things they don’t do (sometimes at your expense) because they’ve become good at the visibility part.

In our experience, the rare, and powerful, individual has “the package”.

Does it take work to develop “the package”? Of course it does. Can it be uncomfortable at times? Yes it can be for some people. But don’t be one of those people who lead a life of quiet desperation as described by Thoreau in his classic book Walden.

Take action, get noticed, and, make the contributions you are capable of making and know that it’s okay that others know it.

We have written extensively on influence, and below we have included a link to two of our articles.

Articles on Influence

http://community.dynamics.com/roletailored/salesmarketing/b/marketingarticles/archive/2010/06/21/how-t

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The Five Essential for Business and Performance Excellence Part 3: Visibility

Monday, December 5th, 2011

If no one knows you exist, if no one knows about the quality of your work, if no one knows about the contributions you make to the company or your community for that matter, then there is no chance you will be recognized, rewarded, or promoted.

We often hear statements such as “the quality of my work speaks for itself”. No it doesn’t– not without letting people know about your work. No one is going to recognize you, other than by shear chance, unless you take some action to let people know who you are and what you are capable of achieving.

Visibility. It’s about being seen and noticed in the organization. And while you may think that visibility only applies to large organizations, it doesn’t. Even in small companies, and for soloprenuers within their industry realm, your efforts and achievements will likely be overlooked…..are you willing to make yourself visible?

Unfortunately, some people we talk to have an issue with this. They feel that “blowing their own horn” is not their style; It is somehow, “bragging” And bragging, they feel, is something the “politicians” in the organization do.

Well, simply stated–this is folly and frankly, it is detrimental to your career. There is a difference between bragging and letting people know about your work and your contributions to a project’s or let alone the company’s success. As we tell people – it doesn’t matter how talented and capable you think you are; you will not progress if “I” don’t know it. And the “I” in this case is your boss and the seniors looking at leadership capability, and successors.

Here’s the good news: Increasing your visibility in an organization starts with you. (Meaning, it is in your control). So, here’s a few starting points. You need to:

  • Understand how important visibility is to your future growth in the organization and get over settling for being “shy or interverted” or simply uncomfortable
  • Not only be noticed, but help people remember you and what you’ve done through building a relationship with them
  • Speak up at meetings and periodically be willing to risk the being on the “front stage” at key events

And ultimately, this requires you to overcome the fear of being noticed.

So yes,  visibility means you are taking a risk. Yet if you sincerely want to grow and advance, it is necessary, tolerable (and in many cases can be fun) and will be well worth your time and effort to help people understand you and your capabilities.

For additional information on key issues and topics on Leadership and Professional Development see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com

Copyright 2011 Kubica LaForest Consulting

 

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The Five Essentials for Business and Personal Advancement Part 2 – Reputation: How Are You Known?

Thursday, December 1st, 2011

Whether you know it or not, whether you like it or not, you have a reputation. Even if you are new to the company, you may come with a reputation – good or not so good. Someone may know you; someone may have seen you on Facebook, LinkedIn, or YouTube; someone may have heard about you from a friend.

Your reputation precedes you! And the question is: What kind of reputation do you have?

Reputation is how other people see you and perceive you. It’s only partially affected by talent, results and competence. People constantly are forming opinions about you: how you act, what you do, how you behave at work, how you behave outside of work, and how you show up on social media. And based on their understanding of your reputation – they act. They will be supportive, they will give you the benefit of the doubt, or they will think you are a joke and have no place in their work area.

Reputation is a powerful force. It will help you or hurt you before you even walk in the door.

So back to our question: what kind of reputation do you have? Are you know as:

  • Someone who gets things done
  • Someone who stands up for what they believe and takes             responsibility
  • Someone who supports their colleagues
  • Someone who throws them under the bus
  • Someone who is easy to work with
  • Someone who is volatile and unpredictable

And the most important question if you want to advance is: What kind of reputation do you want?

Yes it’s your responsibility to manage your reputation: to build it, to nurture it, and to refine it. If you’re not sure about your reputation – ask a close friend, a trusted colleague and listen carefully for the answer.

Now some people won’t tell you how they feel about you even if you stuck their head in a guillotine and threatened to pull the rope (sorry for the graphic example but truth be told often it’s difficult to be told the truth). So listen to what they don’t say. Listen to how they phrase their response. Listen to their tone. There is much information in the unspoken. Also, listen to hear if what they say honestly reflects how you feel.

If there is a dissonance – note it, understand it, and fix it.

The next step in advancing your career – after performance and accountability – is managing your reputation. Take is seriously – others certainly do.

For additional information on key issues and topics on Leadership see our blogs, free articles, white papers and videos at: www.kubicalaforestconsulting.com

Copyright 2011 Kubica LaForest Consulting

 

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