Gen Y.

Smart.

Technically astute.

Global.

Diverse.

Distracted.

Interesting…..

Ready? Equipped? Are they prepared to face the tough world ahead?

Recent studies by Trusted Advisor Associates shows that when it comes to what many consider to be the most powerful tool in your business and personal tool kit, (relationships) they are not prepared. Let’s look at the four levels of internal and external business relationships:

Expertise based

Needs based

Relationship based

…and trusted advisor based

Being a trusted advisor is the highest level one can attain, and, of course, the most valuable.

The studies show that as age increases, the level of trustworthiness increases. There is approximately an 18% difference in trustworthiness between the ages of 20 to 70. The downfall to lacking trustworthiness and struggling in relationships for younger workers, most likely,  is a lack of life and business and life experience. Can trustworthiness be accelerated in an individual?

Accelerating them ahead

“Going against conventional wisdom: trust CAN be taught. Some business leaders make the case that to improve performance, people and businesses should leverage their strengths rather than concentrating on fixing their weaknesses. This makes a great deal of sense in areas of skills mastery. But when it comes to trust, the opposite is demonstrably true. By focusing on their weaknesses, individuals can make disproportionately large and rapid improvements in their trustworthiness, because improving weaknesses has the effect of lowering standard deviation, thereby increasing perceived integrity. By becoming aware of an imbalance in their trustworthiness strategies, individuals can strengthen their overall trustworthiness. By focusing on even minor improvements in their weak components, they can see a major impact on their overall ability to build trust.” (From “Think More Expertise Will Make You More Trusted? Think Again” by Trusted Advisor Associates)

Is your new workforce ready for the onslaught? Probably not. It may be time to address the imbalance.

(For more on the Trusted Advisor Associates study, see What Really Builds Trust. And, for an interesting snippet of Gen Y see We are Gen Y)

Trip Allen, Team Egyii, Singapore

In one of her blog postings Some Things Never Change, the HR Bartender (Sharlyn Lauby) reports on the results of the latest Robert Half International survey, showing that “35% of senior executives felt that unhappiness with management is the top reason for losing star employees.  This figure is up from 23% five years ago.  (FYI – for those of you who might be thinking pay is the second reason…think again.  It was fourth after advancement opportunities and lack of recognition.)”

Many reasons for low employee engagement and high employee turnover are given by companies, from unhappiness about having to accept lower pay during the downturn, to high career expectations. These may play a part, but often the perception of employees by management as being less important in creating a competitive advantage than product or service innovation and marketing strategy, is bound to send the wrong signals.

When management and senior leaders recognise that in today’s tough business environment, it is their people who have the potential to create that critical competitive edge that will see companies through this crisis, only then will they change their practices.  Changing practices means honouring the untapped potential in all your people, maintaining training and development initiatives, and creatively coming up with ideas on how to place employees at the centre of your strategic plan.

Only then will businesses find that the tough times can be managed and overcome.

James Irvine, Team Egyii, Singapore

Tough times require resiliency, especially in a cut-throat business like insurance. Your company’s branding, name and reputation, products won’t do it. It’s all about your people.

With pressure from the economic downturn, a large Singapore based insurance company needed their financial planners to deliver every time.  However, the financial planners were not getting the right support they needed from their direct management. Read how Egyii’s Andrew Sidwell helped turn the situation around. Coaching for sales performance

Andrew Sidwell, Team Egyii, Singapore

Today I saw a press release advertising an online course in Customer Experience Management, emphasising its ability to show learners how to measure a set of key aspects of the customer experience.

To me the very concept of customer experience management conjours up images of organisations somehow trying to control the experience the customer has with them. It reminds me of CRM software and operational processes and metrics applied to every aspect of the idea.

Of course, it’s great if an organisation can improve the way its customers experience the process of buying and using their product or service,  but this is a very different thing from a group of executives trying to manage such a thing.

What it comes down to is the way people behave, both in carrying out tasks in the background that support the customer experience and in interacting with customers. Yes, it’ important to have efficient systems and processes. But too often executives focus on these because they are quantifiable and easy to manage, to the exclusion of creating positive change in their people.

This is the hard part. Much easier to install a new Customer Experience Management system. From my 20 years experience of helping people at work learn and change, it seems that three conditions are necessary for this to work:

We must become acutely aware of the need for change

We must look honestly at our existing behavioural patterns and the results they are producing, and feel inspired to give our customers a great experience. This inspiration can come from different sources depending on the nature of the business and its leaders.

We must know how to change

We must be given tools that enable us to change both our thinking and our behaviour in our own special way. Scripted recipes for all to follow will never work. When our individual map of the world is in line with the idea of giving a great experience to our customers, then the behaviour will follow with relative ease.

We must be given the chance to change

Expecting habitual thoughts and behaviours to change overnight is unrealistic. This takes time. We need to be given a plan where we make simple, small changes over a specified time period as we install our new patterns. This means we need reminding and supporting.

So my plea to organisations our there talking about managing their customer experience – help your people first. Help them to be the very best they can be and then let them loose. And stop measuring them!

James Irvine, Team Egyii, Singapore

You are probably aware of the story of the fraud committed by B. Ramalinga Raju, owner of Satyam Computer Services in India. He falsified accounts to make it appear that his company’s performance was actually much stronger than it really was. In this he was definitely a risk-taker, and this aspect of his personality may have been his downfall.

Yet the story of how he got his first business break, also through taking a risk, has some useful lessons for all of us. I quote Monday’s Herald Tribune:

“The founder of Satyam Computer Services, B. Ramalinga Raju, made a risky proposition to win his first big client, the tractor maker John Deere: If you don’t like our service, you don’t pay.

With that pitch, which is now the stuff of legend in India, he persuaded John Deere in 1991 to allow his computer programmers to work just across the street from the client’s U.S. headquarters, in a house Raju dubbed ‘Little India.’ Working only overnight shifts, with no physical contact with John Deere’s executives, the programmers got the job done – proving Raju’s theory that they could work just as well from India, and helping give birth to the country’s outsourcing industry.”

Imagine what it must have felt like setting up an office in a foreign country and working without any assurance that a result will come from it. The truth is, doing this without any guarantee most likely made the prospect of success even more assured.

This is the power of uncertainty. Let go of your tight grip on the future. Make a decision with no guarantee of the outcome and then take action and enter pure space. Accept. And pay attention to each moment, letting them flow through you. When you are comfortable with uncertainty, great courage and power will come to you.

So if you are a banker or another leader caught in the vicious cycle of thinking that goes “What specific results and I going to get if I take this action?” then my answer to you is, “I don’t know. But whatever it is, your chance of pulling yourself out of the situation you are in is better if you think carefully about your plan and then just take action with no guarantees, than if you sit tight on your hands and wait for the government, your clients, or your grandmother to do something to change your circumstances.”

My advice to you is “Don’t wait!” Take 100% responsibility for winning the game at this turbulent time, make a decision and enter the void. Now.”

James Irvine, Team Egyii, Singapore

In his new book Aligning Training for Results, Ron Drew Stone says, “It is vital that training professionals understand performance in order to identify needs and design, develop and deliver training solutions. …Training professionals should adopt a different thought pattern and a different performance framework that will allow us to see and communicate training and performance in a more results-centered way.”

As a training professional, what are you doing to ensure that your training leads directly to performance improvement on the job and that this improvement leads to tangible business results? In today’s budget-conscious, turbulent business environment it is vital that every dollar spent on training leads to some form of improvement in the following:

• The cost of doing business
• The profitability of the business
• The quality (effectiveness) of the organisation’s business products, processes and services
• The output (quantity) of products and services
• The time (efficiency) it takes to complete tasks and business processes, address and correct problem areas, and service the customer

It’s time for change.

Time to move on from a focus on learning requirements and participant evaluations, to a focus on execution. Do you have plans in place to identify the specific business results you want to achieve, the performance gap between where you are and where you want to be, and the execution needed to close that gap?

Have you identified all the various internal factors that need to be addressed to ensure that you are doing whatever it takes to achieve execution after the training is over?

It’s no good gaining knowledge, understanding, skills and a positive attitude if there is no execution, because this is the only thing that will lead to performance improvement and business results. If you can achieve all this, then you deserve to be sitting at the top table.

James Irvine, Team Egyii, Singapore