My favorite things in life don’t cost any money. It’s really clear that the most precious resource we all have is time.

~Steve Jobs

One of the most common misunderstandings in the business world is about productivity and downtime. The focus in many businesses is to look for the employees that put in the longest hours for recognition and promotions. This is often the mindset of managers from supervisors up to CEOs, and with this mentality, the issue of “downtime” becomes a taboo and a sign of someone who is not production minded.

In reality, this is absolutely false. In fact, in studies in highly productive workplaces, downtime is not just a nice option; it is a regular, valued, and planned part of the business environment. In studies completed throughout the years, downtime also called breaks or diversions, increased not only focus but also productivity, error-free work, and attention to details. In a study published in 2011 in Cognition, researchers at the University of Illinois found that  in a 50 minute task, the group that was provided 2 short breaks maintained their accuracy while the groups that either took no breaks or did two tasks in the same period of time showed a dramatic decrease in accuracy over the same duration.

Building in Downtime

The good news is that the breaks are not just effective in our business life. They can also occur in our time spent with family and friends, and these types of “mental holidays” allow us to stay more focused on relationships and have a greater enjoyment of life in general.

The key is in finding ways to build in breaks or downtime in your life. There is no one size fits all approach, and everyone can develop his or her own approach to adding in some mental and physical relaxation into their life. To get started, here are some simple suggestions for how to create downtime in your busy day:

• Use apps – there are several ways to use apps on your phone to take a little mental break. Play a game, challenge yourself to some type of puzzle, download a coloring app with your favorite design options, or just enjoy a feel-good online video. Remember, small breaks throughout the day are more effective than long breaks after work in maintaining mental energy and focus.
• Get organized – a lot of the time spent at work as well as doing chores around the house is due to the inefficient use of time. By organizing your day, you can structure your tasks and chores and get them done in less time, giving you more time to spend doing the things you enjoy.
• Prioritize downtime – just as you make specific tasks at work and at home a priority, start to think of downtime or breaks as a top priority, rather than something to fit in if and when you have time. By thinking ahead and planning breaks, you will find you have more time in the day.
• Focus on things that make you smile – use your downtime to do things you enjoy. Take a walk, read a good book, call a friend or a loved one, and have a conversation. By making downtime meaningful to you on a personal level, you will find it is much easier to prioritize.

Creating downtime is not just for your productivity. It is for your mental and physical health, as well as for your emotional well-being.

Athena Alliance Members – A Closer Look at Sharone Bar-David

Since I started the Athena Alliance blogtalk radio show I have had the opportunity to share with our listeners the expertise of our diverse group of trainers, facilitators, coaches and consultants.  Each member has a profile featured on our website and I thought for upcoming blogs I would share with our readers a more personal look at some of our partners and in no particular order.

Sharone Bar-David

When you meet Sharone you experience a very calm, confident and well spoken lady.  I have enjoyed working with her these past few years as she has developed her niche in training and coaching programs that create respectful workplaces.  She has recently become Canada’s first Boss Whisperer.  When I first heard the term I was a little unsure as to what it exactly meant. It means she works with managers who have an abrasive tone about them and she works to help them to become more respectful with others in the organization. Sharone has a passion for helping organizations create respectful workplaces and provides the training and coaching to those who want to move in that direction.  She works both with groups and individuals to identify and change those behaviours that may be experienced by others as bullying or harassment.  A lot has changed in corporations in the past few decades and Sharone is definitely the go-to person when a company has any of these types of issues.

One of the things I respect most about Sharone is her commitment to results.  We once had an organization that was experiencing harassment issues from a senior executive and I was called to help. I connected this company with Sharone and when she couldn’t get anyone from the senior team to return her calls or emails she declined working with them.  When she called and explained that she would not work with them unless the senior team supported the program, I totally understood.  She is committed to results and without buy in from the top, it was not possible.  I feel very fortunate to have Sharone in my alliance and look forward to working together for many years to come.

Here is a link to Sharone’s Profile:

 http://webmarketingnorth.net/athena/alliance-partners/sharone-bar-david

WOW!!!  What an Alliance!

When I first started the Athena Alliance seven years ago I had no idea what great relationships and wonderful people I would have the privilege of working with.  I often hear from my partners what wonderful customers we have.  I couldn’t agree with them more.  We have been able to support small , mid-size and large organizations with a plethora of various training programs, coaching agreements and Human Resources consulting support.

I can remember the first time I met one of my long standing customers.  She was new in her position and had a mandate to create a learning culture for this mid-size construction company.  Her energy and passion for creating a powerful college was infectious.  Every alliance partner has consistently commented on how fantastic it is to work with her and their employees.  She loved the alliance concept right from the beginning and could see how aligning with me could save her a lot of time and also have trust that the trainers and coaches I introduced her to would be able to deliver the customized solutions she required.

To date she has contracted our alliance partners to provide training in the following areas:

• Leadership (many areas)
• Listening skills
• Power hours
• Empowerment programs for the Admin team
• Priority/time management
• Business writing
• Disc
• Presentation Skills
• Mentoring program
• Outlook

Every year we sit together and discuss what they have accomplished in the past year and what they want to focus on in the coming year.  I then get to work with my partners to make sure she has the partnerships she needs to make it happen.   She is such a delight to work with and we are all grateful for the opportunity to provide the ongoing support for this organization. 

Just one more reason I love what  I do!!!

By
Cindy Stradling CSP, CPC

Timing is Everything

When I initially called this manufacturing company two years ago the Human Resources Manager informed me that they only do internal training and never outsourced.  At the time I sent her the information on our training alliance and I said I would follow up.  I called a year later and the situation was still the same.  I called again this past spring and everything had changed.  There was a new person in Human Resources who was delighted that I called her.  She said they had recently does an assessment with their first line supervisors and managers to identify any training gaps.  I booked an appointment to meet with her.  During the assessment I discovered that although they had done their training internally in the past, it primarily consisted of mandatory health and safety training.

She shared that most of their front line supervisors and managers had been promoted from within. None of them had any formal training on how to be effective leaders.  She shared about a specific incident that a supervisor had given an employee a great review and then 2 months later wanted to fire them for poor performance.  She interviewed this particular manager only to find out the reason he gave him such a great review was because he was uncomfortable giving feedback on the areas where the employee was not performing.  The Human Resources Manager knew this was just one of the many areas where these supervisors and managers lacked the training and skills to be effective.

Together we confirmed they needed to have basic training in the following areas:

• Giving feedback
• Handling difficult conversations and confrontation
• Delegation
• Time/priority management
• Communication skills.

I connected her with one of my alliance partner who has extensive experience working with supervisors and managers within an organization.  The first round of programs has been completed successfully and a conversation recently with the plant manager confirmed that the training we provided was exactly what they needed.  We are meeting again in the fall to discuss the next level of training for these supervisors and managers.  The Human Resources Manager shared with me in our last conversation how perfect the timing was that I called and how easy we made it for her to address their immediate needs.

By
Cindy Stradling CSP, CPC

The Many Faces of Customer Service

I have had many requests over the years for customer service training.  We pride ourselves in our ability to tailor every training program to meet the specific needs of our clients.  I spend the time needed up front during the assessment stage to ensure I clearly understand the objectives and desired outcomes from the program.

Several years ago we delivered customer service training to a local funeral home.  Initially it was for the people who interacted with the families of the deceased.  The pilot was so successful that they decided to roll it out company wide.  This included delivering to the grave diggers.  I remember calling David (the alliance partner who delivered this program) one day and he said he was on his way to visit the grave diggers to have a better understanding of their jobs and how they interact with the customers.  The program was a huge success years later they have experienced sustained changes in how they interact with their customers.

I was called by an existing client who has results from a customer service survey they wanted to discuss with me.  The survey results revealed that for the most part the customers were happy with the service they received.  There were however, several comments made about the way the truck drivers interacted with their staff.  Comments were made that the language, tone and sometimes tardiness of drivers were frustrating.  I immediately connected them to David and together they designed a program that not only addressed all the concerns of their customers, it also included a number of ways to take all their customer service initiatives to a new level.  When I spoke with the VP of Human Resources recently she was excited by the participation and the feedback she received.  Management is committed that this level of service is maintained and they are very optimistic that the next survey will deliver much more favorable results.

Often when we think of customer service, we just think of our external customers.  I have a client who was concerned about the way the employees interacted with each other, in particular the accounting department.  She shared with me that she constantly got complaints from other departments on the way the accounting staff treated and reacted to the other departments.  She was not sure what to do about it.  I suggested she provide the members of the accounting team with customer service training from the perspective of working with internal customers.  At first she wasn’t sure.  I introduced her to David and he outlined what a program like this would look like and shared the success he had had in the past.  She was then clear this was the way to address the issue.  I spoke with her several months after the program had been delivered and she said she had received positive feedback from, both, the other employees and the members of the accounting department.  Having the tools to handle the sometimes difficult conversations made all the difference.

These experiences confirm for me that everyone is in customer service, no matter what job or role in the organization.

 By Cindy Stradling CPC, CSP

True Colors – GOLD

Assessments : So Many Choices
by Cindy Stradling

There are hundreds of assessment tools in the market today and depending on the results you are looking for there is one that can provide participants and managers with a better understanding of each other’s person communication style, strengths, areas for growth and preferences.  One of my favourites is still True Colors when you are looking for an easy to administer and fun way to learn about yourself and others on your team.  For the month of May I have decided to provide details about each of the four colors Blue, Orange, Gold and Green.  As you read through the details each color, identify what is most like you and least like you.  Have fun!

Communication with a GOLD

Setting the tone

Clear expectations, short & long-term goals, specific action plans

Hierarchical structure, clear roles

Feedback Techniques

Specific measures of performance, achievements

Clear, specific feedback re accomplishments, contributions

Regular, consistent “pats on back”

Praise for

Accomplishments

Thoroughness, responsibility

Contributions  to growth of organization

Rewards

Tangible

Traditions, rituals, ceremonies

Values

Orderliness, organization, structure

Stability, traditions, loyalty, commitment

Reliability, dependability, diligence

Accountability, efficiency

Accuracy, perfection

Dignity, culture, heritage, tradition

Fairness, honest, integrity

Doing things for others

Home, family

Assets, wealth, security

Preferred Environments

Structure, efficiency

Clearly defined personal space

Sufficient storage, well-organized

Permanence, stability

Clocks, notice boards, schedules

Rewards for accomplishments

Recognition for work ethic

Message, communication systems

Team Building

Co-operative team player – completer, great planner and time manager

Establish orderly environment

Be on time

Give frequent, specific feedback

Offer examples and facts

Provide sufficient resources

Avoid infringing on home life

Provide leadership, clear direction

Gradually introduce changes

Learning Styles

Prefers structure, rules, routine

Quiet, orderly, uninterrupted environment

Traditional directed instruction

Worksheets, textbooks, charts

Likes to share in responsibility

Step-by-step: needs the basics first

Wants to “do it right”

Prefers regular, ongoing feedback

Evaluation via tests, quizzes

Recognition for being on task

Content, not theory, is key

Characteristics

Generous, parental, responsible

Realistic, pragmatic, practical, decisive

Predictable, steadfast, concerned

Reserved, usually calm, patient

Trustworthy, punctual

Playful, organized, always prepared

Maintain “status quo”, dependable

Practice the “work ethic”

Conscientious, accurate, thorough, neat

Procedural, orderly

Skills

Time management

Following procedures and rules

Project implementation, follow-through

Supervising, coordinating

Guarding, caretaking, securing

Handling detail, doing routine work

Accounting, collecting data

Dispatching

Interests

Providing service

Results-oriented

Practical application

Groups, association, institutions, teams

Collecting, organizing data and things

Cultural events, traditional celebrations

Leadership Style

Expects punctuality, order

Expects staff to stick to job descriptions

Fosters loyalty, tradition

Seldom questions traditional standards

Rules-oriented

Minimal conflict

Threatened by change

Rewards and Motivators

Rewards based on loyalty and hard work

Security (job, family), time for home, family

Structure, rules, routine

Clearly defined expectations, step-by-step

Traditional directed instruction

Shared responsibility, serving others

Being prepared, doing it right

Recognition for being on task

Content, not theory is key

Stressors

Non-conformity, disobedience

Unpredictability, ambiguity, chaos

Incomplete tasks, ignored deadlines

Insufficient time to complete tasks

People who don’t follow through

Lack of closure, structure, direction

Irresponsibility of others, disloyalty

Haphazard attitudes, surprises

Acceptance of poorly performed tasks

Too many questions, insufficient info

Disorganization, waste, inefficiency

“Out of Esteem” Behaviours

(or what others might see when you’re having a bad day)

Complaining, self-pity

“Victim” attitude

Anxiety, worry, depression

Fatigue

Psychosomatic problems

Malicious judgments about self, others

Herd mentalityà blindly following leader

Authoritarianism, phobic relations

Refusing to co-operate, withdrawal

At Work

Accurate, thorough, neat

Procedural, orderly

Pragmatic, service-provider

Results oriented, responsible

Establish and organize institutions

Want rewards based on loyalty and hard work

Careers – Professional

Accountant, auditor, banker

School counselor, teacher

Librarian, archivist, curator

Doctor, dentist, nurse, chiropractor

Therapist (occupational, physio)

Administrator, manager

Lawyer, judge

Computer programmer

Careers – Vocational

Clerk (stats, payroll, claims)

Receptionist, secretary, reservations

Data entry, telephone operator

Police, court reporter

Bank teller, cashier, bookkeeper

Agent, broker (real estate, insurance)

Dental hygienist, radiology technician

Recreational therapist

Air traffic controller

Assessments : So Many Choices

by Cindy Stradling

There are hundreds of assessment tools in the market today and depending on the results you are looking for there is one that can provide participants and managers with a better understanding of each other’s person communication style, strengths, areas for growth and preferences.  One of my favourites is still True Colors when you are looking for an easy to administer and fun way to learn about yourself and others on your team.  For the month of May I have decided to provide details about each of the four colors Blue, Orange, Gold and Green.  As you read through the details each color, identify what is most like you and least like you.  Have fun!

Communication with a BLUE

Setting the tone

Outline Expectations clearly

Be frank but friendly

Feedback Techniques

Use ‘feeling’ language

Minimize negative criticism

Physical/personal contact (e.g. pat on back, touch on shoulder)

Praise for

Creativity

Depth of feeling

Personal achievements, traits

Honesty, sincerity

Energy, enthusiasm

Contributions to team, organization

Rewards

Recognition of contributions

Individualized incentives

Rewards for team & individuals

Values

Authenticity – being true to self

Honest, sincerity, integrity

Confidentially, trust

Close relationships, concern for others

Harmony, peace, love, spiritually

Living a life of significance

Compassion

Teamwork

Preferred Environments

Open, interactive atmosphere

Seating in groups, e.g. tables

Discussion, shared decisions

People – oriented environment

Long-lasting relationships

Room for creative self-expression

Attractive, comfortable ambience

Music, plants, flowers

Inspirational posters, quotes, art

Team Building

Inspiring, enthusiastic catalysts and mediators

Foster democratic relationships

Express appreciation

Encourage creativity

Allow time to discuss ideas

Trust their intuition

Collaborate on problem-solving

Allow for latitude, help to focus

Regularly discuss deadlines

Focus on how they’re helping

Learning Styles

Open, interactive atmosphere

People-oriented environment

Relaxed, flexible, creative style

Personalized instruction

Caring instructors

Supportive feedback, praise

Discussions and experiments

Cooperative, team-learning

Characteristics

People-oriented, empathic, cooperative

Creative, dramatic, sensitive, romantic

Imaginative, inspirational

Cultivate potential in self, others

Self-searching, individual, unique

Vivacious, enthusiastic, entertaining

Share feelings, warm, gentle

Optimistic, dedicated

Democratic, unselfish

Skills

Communication, speaking, writing

Facilitating human potential

Establishing rapport, team building

Creating a favourable impression

Acting as a catalyst, motivating

Creativity

Guiding, mentoring, mediating

Teaching, counseling, training

Persuading, leading, influencing

Interests

Helping people, friendships

Social settings, emotional events

Music, fine arts, drama

Inspirational speeches

Group spirit, teams, family atmosphere

Variety & Uniqueness

Leadership Style

Expects others to express views

Nurturing, empathic, leads with feelings

Fosters a family spirit

Democratic, unstructured

Catalyst to develop potential of individuals

Encourages change, but people come first

Expects staff to continue to grow

Idealistic, charismatic, dramatic

Rewards and Motivators

An open, interactive atmosphere

People-oriented environment

Approval, encouragement, acceptance

Empathy, understanding, support

Discussions, experiments

Attention, affection, friendship

Popularity, recognition of abilities

Validation of personal worth

Stressors

Conflict, aggression

Disharmony, lying

Authoritarian behaviour, censorship

Impersonal treatment, isolation, rejection

Insensitivity, insincerity

Negative criticism, discouraging remarks

Competition

Time limits, pressure to decide quickly

Routine work, paper before people

“Out of Esteem” Behaviours

(or what others might see when you’re having a bad day)

Attention-getting misbehaviour

Lying to save face, making excuses

Withdrawal

Fantasizing, trancing-out, daydreaming

Crying, depressions

Lack of self-confidence

Passive resistance, inertia

Emotional outbursts, yelling, screaming

At Work

Likes to help people

Need variety, can do almost anything if it’s of interest

At ease with colleagues

Inspire group spirit, teams

Lose interest with routines

Prefer family-like atmosphere

Dislike detail and follow-up

Offer unique contributions

Careers – Professional

Human resources, personnel

Psychologists, counselor, therapist

Social worker, interviewer

Minister, rabbi

Editor, reporter, journalist

Actor, playwright, creative writer

Advertising specialist, PR

Teacher, trainer, educational consultant

Fundraiser

Careers – Vocational

Recreation leader

Host, hostess

Tour guide

Sales

Flight Attendant

Travel agent

Receptionist

Actor

Inside the Magic Kingdom

Several years ago I read the book “Inside the Magic Kingdom” by Tom Connellan for a project I was working on for a client.  Recently I picked up the book again and had a hard time putting it down!  There is so much wisdom in this book on how to provide extraordinary customer experiences every time.  For the next seven weeks I am going to share with you the seven lessons outlined in this book.  At the back of the book Tom has provided questions for each lesson that each reader can apply to their own situation and I will include them as well.  The book gives the readers permission to use the information provided proper credit is given to the author. 

LESSON 1

The competition is anyone the customer compares you with.

When I first read this concept I thought, how can that be?  In the book talks about how the same people that call your organization also call other companies and people are always comparing whether they realize it or not.  Quote from the book “If someone else satisfies customers better than you do, no matter what type of business, you suffer by comparison.”  Literally everyone competes in the world of customer experience and satisfaction.  It is the same whether you are talking about an internal or external customer.

Questions for discussion with your team:

1. Recall a situation where you were very impresses with the level of service you received.  How did it raise your expectations of other companies?
2. How does our company’s service compare?
3. Who are our direct competitors?
4. Who else might our customers compare us with?
5. What does that suggest about how we might change the way we do business?