Losing the Battle: Ethical Business Practices

Ethics is concerned with "doing the right thing" but moral standards differ between individuals depending upon their upbringing, traditions, religion, social and economic situations, and so on. Hence, the existence of gray areas. Therefore, state the "moral" problem in a simple manner and review feedback so that an acceptable decision can be made with minimal overall harm/loss-i.e., we are concerned with "Pareto optimality," which is related to the net balance of benefit  over harm for society as a whole.

Economic theory is concerned with the efficient utilization of resources to satisfy consumer wants and to maximize profit and satisfaction. Pareto optimality exists at the point where it is impossible to make any given individual better off without harming another given individual. Although most businessmen believe that profits and cash flow are very important, there has been a move toward the recognition of social responsibility.

The blind pursuit of profits has resulted in bribes, environmental problems, injured workers, unsafe products, closed plants, and so on-this is unethical. Many business schools emphasize the philosophical, rather than the practical aspect of ethics. We need a practical approach to the solution of ethical problems. Ethical leadership calls for morals, fairness, caring, sharing, no false promises or unreasonable demands on others, etc. Is "ethical leadership" an oxymoron?

I believe that "ethics" should be a part of all management courses. Yes, there are grey areas depending on different perspectives, but there are also areas of "black" and "white". There is more to ethics than drafting and implementing codes of ethics for others to observe. Leaders should lead by example and refrain from adopting an approach which conflicts with ethical interests. Therefore, leaders should respect and care for all stakeholders: owners, employees, customers, suppliers, the community, etc., rather than only stockholders.

Making false promises and unreasonable demands on employees and others, preventing participatory management, talking about the "green" approach as a public relations exercise, rather than adopting a "green" approach, is unacceptable. Ethics is conscience-based, knowledge-based and attitude-based, and not suited to some individuals, who, by their very nature, have consistently demonstrated selfishness and greed.

Business ethics is concerned with dealing with dilemmas that sometimes do not have a clear indication as to what is right or wrong e.g. potential conflicts of interest, wrongful use of resources, mismanagement of contracts, false promises and exaggerated demands on resources which include personnel.

Right and wrong are black and white - pure and simple. Our ethical system and behavior are a function of several factors, including our cultural background, upbringing, education, ego, environment, circumstances and the related stress. Hence, the development of gray areas i.e. areas where explicit rulings or guidance is not available Looked at in another way, there are shades of black and shades of white, just like when you go to a paint shop to buy black paint or white paint or when you go to a clothing store to buy a black suit or a white suit. If you find that your ethical standards are higher than those of most people, you should follow your own standards.

It is possible to improve, from an ethical point of view. As we mature into adulthood, we develop an ego and try to use our communication skills to justify our behavior, while focusing on our own goals. With our ego-based approach, our innate selfishness, and the influences of friend and environment come many gray areas. One's image will depend on one's operation within the black, white and/or gray areas. This should always be borne in mind.

Alas, many business schools provide courses in business ethics which are philosophical, rather than practical, in approach. This needs to be rectified in the light of experience in the real world. Research confirms that the focus on ethics deters people from straying, although it is difficult to alter the basic nature of some people e.g. Bernie Madoff and Vincent Lacroix.

Constant communication and open discussions on ethics foster a bond between individuals who are keen on being ethical and help promote teamwork built on good spirit. Emotionally intelligent people are often more ethical than others.

Business Communication: Doing it Better

An insightful PDF booklet with many suggestions for enhancing your business communications.

Business Communications Tips    

Ethical Business Practices

The work ethic is a cultural norm that advocates being personally accountable and responsible for the work that one does and is based on a belief that work has intrinsic value. The term is often applied to characteristics of people, both at work and at play. In sports, for example, work ethic is frequently mentioned as a characteristic of good players. Regardless of the context, work ethic is usually associated with people who

work hard and do a good job.

Steps Towards Better Work Ethics

1. Attendance - Attendance and punctuality often have a large impact on individual and team success. Tardiness or absenteeism can also profoundly impact job performance and retention.

How You Can Maintain Good Attendance:
•Make work a high priority
•Know your schedule
•Make use of an ALARM clock
•Get enough sleep
•Arrange your transportation
•Inform your supervisor of an absence

2. Character - An employer expects employees to work together toward achieving the objectives of the company. The wise employee who is interested in having a good relationship with an employer will try to help the employer achieve success. Thus employer expects employees to develop certain desirable traits that will help them to perform their  jobs well so that the company can succeed. Some of these traits include the following:

•  Loyalty
•  Honesty
•  Trustworthiness
•  Dependability
•  Reliability
•  Initiative
•  Self-discipline
•  Self-responsibility

3. Teamwork - It is vital that employees work as a team. It is important
not only to their personal success and advancement, but also to that of
their co-workers and to the company. Sometimes working as a team
takes place in a classroom setting. Teamwork doesn’t necessarily mean
helping your classmate. Teamwork in the classroom might be working.

Teamwork involves the following aspects:

• Respecting the rights of others
• Being a team worker
• Being cooperative
• Being assertive
• Displaying a customer service attitude
• Seeking opportunities for continuous learning
• Demonstrating mannerly behavior
• Respecting confidentiality

4. Appearance - A person makes their first impression of someone in

three seconds. If you appear unkempt and wrinkled, someone is going

to think that you do sloppy work. If you dress as a professional, your

first impression will be excellent.

5. Attitude - It is very important to demonstrate a positive attitude,

appear self confident, and have realistic expectations for self.

Developing and maintaining a positive attitude involves setting

realistic expectations for ourselves at school and at work. These goals

should be challenging, but obtainable.

6. Productivity- In order to be a productive student and employee, a

person must follow safety procedures, conserve materials, keep the

work area neat and clean and follow directions properly.

7. Organizational skills - Employers consider effective time
management and organizational skills as good work habits. To begin
managing wisely the time you spend at work, to prepare for
assignments at home, and to manage your life at home and work
simultaneously, you need to know and to put into practice some good
time management techniques.

Some Simple Techniques:|

• Believe - As you enter into your new work place
  believe that you are in control.
• Ask For Help - help comes in many forms so ask for it.
• Prioritize –whats most important?
• Set Timetables - list what you have achieved and what is
  still pending.
• Spend Time Wisely

8. Communication - Is how we interact with each other. Communication
whether it is verbal or nonverbal must be clear, to the point, empathetic, and one must keep in mind that we must always treat others as we would like others to treat us.

9. Cooperation- involves developing good working relationships, following the chain of command, good at conflict management, and being a good problem solver.

10. Respect – it cannot be emphasized enough that every working relationship from the top to the bottom of the chain of command is based on respect. Respect your subordinates as you do your superiors.

Building Meaningful Relationships

In considering what makes a good friend, I think a friend is someone I can rely upon to always be there for me, tell me the truth, listen and share intimate moments with me, and enjoy doing things together. I've had some friends, with whom I've developed a lifelong bond. Others have come and slowly faded into the past. It's really up to you and that friend to decide where they will be in your life. If you do your part in following some basic guidelines, there's a good possibility you will grow old surrounded by people who care for you and enrich daily living meaningfully.

Some people you meet may move from acquaintances to friends and back to acquaintances. As people's lives get busier, they forget to phone, neglect to respond to an invitation or email, and fall off the friendship radar screen. There's only so much time you can put into one-sided communication. Look around and really ask yourself how many people's radar have you fell off of? And it's not so different with clients and prospects.

Getting prospects to commit to hiring you, and then keeping them as clients, requires the same relationship-building skills as you use to make and maintain friendships. Of course, you don't need to suffer through lots of "one-sided communication" to become the "blip" that stands out on the client's radar screen if you're good at:

==> Rapport building.
==> Honesty.
==> Commitment.
==> Follow-through.
==> Organization.
==> Follow-up.
==> Asking for what you want.
==> Communication.
==> Doing the right thing.
==> Keeping the other person's best interests in mind.
==> Always being there; not always being there to sell.

Let me explain what I mean by the last bullet. If you give your prospect the impression that the only thing that is important to you is to make the sale, you'll lose it in a heartbeat. You need to be stable, solid and ready to provide help -- within limits, naturally -- to your prospect to prove that you have their best interest in mind.

Send articles to your prospect that discuss industry trends. Shoot off a succinct email with a tidbit of information you recently discovered. Forward opportunities that you hear about. Help the prospect find that special employee they have been searching for, etc. That's what I mean by "always being there, but not always being there to sell." It is, of course, a rapport-building technique. These are tried and true ways to create a bond that will carry both the client and friend into your future. Common sense is sometimes put aside to advance our busy lives. Stay focused on what's important. 

Value Added Content: Article Marketing

Article marketing is fast becoming a marketing strategy on the Internet. Article marketing is defined as a method of advertising where business enterprises write articles featuring a topic related in the industry they are competing in. Well-written articles are effective for building website traffic, bringing in potential clients and leads into the website, and improving the business’s credibility.

Because of this marketing trend, article writing services are proliferating on the internet. Currently, there are countless freelance writers who write articles on a wide range of topics and submit them to an Article Directory. Article writers who want to be competitive and proficient in the field of article marketing must learn a few tips on how to write and submit articles the right way.

Differentiate your article from competitor articles

Currently there is an influx of article submissions all over the Internet that are featured in different article directories. You must learn to make your article and your writing services stand out from the rest. Research your competitors so you know what articles they offer and the strategies they are using.

You can find out about this from article directory websites. It is also a good idea to frequent social networking sites, blogs, online forums, and be up to date with trending topics online so you’ll know what people are currently interested in. All this research will help you pick out a good topic to write about and teach you how you can make your article different from all the other articles.

Use a targeted submission campaign for your articles

A lot of writers make the mistake of using a scatter shot approach of their submission campaign. Targeted campaigns are more successful because they are able to target a particular group of audience and draw them in.

When you have identified a target audience it will be easier for you to write articles with content specifically targeted to spark interest from that audience. Make sure that you thoroughly perform keyword analysis and search engine optimization so you will know exactly how to use these with your campaign strategy.

Make sure your articles are filled with accurate and comprehensive information about the business you are representing as well.

Choose the best places to submit your articles

Effective article marketing does not end in writing a good quality and unique article; you should also know where to submit the article you have written. Choose websites, article directories, and newsletters that are not only credible but are known to have thousands of targeted website visitors every day.

Do not waste your efforts and potential on websites that have poor reputations or poor quality articles. The method of advertising a product or service through writing articles is not a new approach in traditional marketing, but it is defining the marketing strategies of the online world. To use this approach effectively, one must be able to know the right way to write and submit articles. Remember the blogs, forums, and chat-rooms as well. For startups, like computech247.com, this process is invaluable. 

Local Businesses Need Local Search - Avoid MapWide

Economies around the world are dependent on small local businesses. All businesses exist for profits, but local businesses strive more often, to get the patronage of its local residents. Every business owner wants to get ahead of everyone else; and as a result, stiff competition prevails among them. As we keep doing business with one in our neighborhood, most owners are getting creative with their marketing efforts. They are looking into using the search engines to spike sales at little cost depending on their objectives. The basic thrust is rooted in the idea that “your customers are looking for you.” So, here are some ways for your local business to be found:

* Major search engines (Google, Yahoo!, Bing) provide map applications for you to claim your listing and map your address. Do include other important information about your business. Specific local search advertising is the next huge advertising bonanza for small business

* When you are claiming a listing and creating an account, enter as many relevant details and upload as much significant content as possible. It’s important that you consider photos, videos and information most valuable to your customer such as video testimonials, photos of your place and so on.

Completing all details of your listing ensures that it has a good chance of rising to the top and that no one else can put in false information.

* A website is unnecessary if you use the local advertising model because they create a “mini-site” for you to help achieve quality ranking. A business address and contact number are all that you need to get listed and increase your search engine position.

* Data regarding your listing can be accessed through search engine tools. You can monitor the times your listing came up and analyze what people are clicking.

Building a website is relatively easy if you want to go that route and offers some advantages for your business. But it’s important to consider that websites are now a means for people to reach an informed decision. This makes it more relevant than if it were just a call for action tool. SEO will benefit local search and the following should be given some thought:

* Include your city

Sometimes, the difference from a 7-figure Google search results and a manageable 100,000 is a result of phrasing of the keywords or choosing the right keywords in the first place. It all seems a bit daunting. Sometimes the local businesses best bet is just subscribing to a local search engine, preferably vertical in nature, and have the work done for you.  Adding your city or region (i.e. Attorneys + Chicago IL) will streamline the search process for your prospects.

Your next step involves creating some pages written around your target phrases and specific city. Always make sure it’s well written and it contains both the keywords and some city-related phrases. Use the target phrases in the Title as well.

* Use your zip code

Using your specific zip code will get you rewarded with a higher placement. Guidelines for SEO using zip codes are similar to SEO using specific cities.

* Optimizing benefits of online review sites

Getting low cost online advertising is possible! You can consider a positive review about your business as proof that it can be effective and used for vigorous promotion of your business. Online search sites like MapWide.com can kill your premium rankings. You and your business are best served by avoiding scams search engines like MapWide.

Profound Paradigm Shift Seen in Local Business Marketing

 If you've been contemplating where to put your advertising dollar for maximum traction, this may be an eye opener. Local search is big and getting bigger. If you’re a small brick and mortar business, there really is no other place you should be investing in. Local search is the future of small business marketing.

Everyone reading this most likely understands that the Internet is now the primary source of marketing in the U.S. and the world, an untapped medium for small and medium size businesses.

However, did you know TV and radio marketing that was previously known to be very effective, has become a feckless form of advertising? Those radio and TV ads that were once very popular are now being ignored to the tune of 90% of consumers!

Conventional mass marketing is a fallen soldier. People are moving to the Internet for information, ratings, and reviews in droves. This will continue to be the trend for the foreseeable future. It will continually change, especially with the expansion of smart phones, but as a whole, the Internet will only get bigger.

What is the good news? This transformation provides an "even playing field" for the small guy. The Fortune 500 companies no longer own the advertising medium, it belongs to anyone willing to put forth the effort.

I took the liberty to extrapolate some quick and rather startling facts on local search:

· 90% skip TV Ads

· 6 out of 10 ignore online Ads

· 60% of online consumers seek ratings and reviews prior to purchasing

· 1/4 of consumers are impacted by what they read

· 93% of American believe their companies should social network

· 35% of all U.S. searches are local

· 2.8 Billion local searches on Google per DAY

What is the key takeaway? Don't advertise, advise the consumer. Engage your audience with meaningful information about your products or services. Consumers no longer react favorably to mass media, namely TV, radio and online ads getting shoved down their throats. It just doesn't work that way anymore.

Consumers now control the content, not mass marketing companies. And fortunately, it isn't difficult to make your mark. Simply provide your customers with information they seek, allow them to see you as the authority for the product or service. By doing this, you not only will gain potential customers, you will be establishing Brand. In this light, where are you now? 

Are you firmly planted in a solid vertical, industry specific search engine? There are several out there at present. Only one comes to mind as the solid leader in this small business bonanza. was MapWide Inc. they were a startup that appears to have the necessary value added components to drive local customers through the door. Sheer management incompetence has destroyed what was once the next big tech company. Do not use this company.

By now you must know that local search marketing is huge and getting only bigger. Take your business to a new level by providing quality content about your product or service and building your brand at the same time. The time is now. Those who linger will lose out on the lion share of this burgeoning market.  

Overcoming the Price Objection

"I just can't afford it". "My budget won't allow for that kind of expenditure". I'm sure these and similar statements rank in the top three objections your potential customer uses to end the sales process. There are those times when it's actually true. In most situations, however, it's conveying something else entirely. Such as, "I don't have enough information yet to make an informed decision." Tell me more".

Too many of the people with whom we deal are paid to get the best deal they can. And that means asking for a better price, even when they know they are getting a great deal. And, human nature being what it is, it's only natural for many people to try to get the best price that they can.

That being said, it is still possible to reduce the number of times we hear it, and, perhaps more importantly, it is possible to reduce the intensity of the comment. In other words, we may still hear it, but many of our customers won't mean it as intensely as they once did.

While we can't control our customers, we can control our behavior. And many times it's our behavior that prompts the customer to ask for a discount. By changing our behavior, we can impact the customer. Here are five specific strategies to help you prevent the price objection, by focusing on our behavior.

1. Look like you are worth more.

Our appearance impacts the customer's subconscious view of our value. If we look like we don't value ourselves, it's natural for the customer to assume the same about our product. 

If you look confident, competent and successful, you send the subtle message to your customer that you, and your offering, is worth a little more. You just look like you are less likely to discount your price in order to get the order. Practically speaking, that means to dress like your customer, only a little better. Project a demeanor of a successful, confident salesperson.

2. Believe in your price/value relationship.

Do you believe that your offer represents a good value to the customer? If you don't, it will be difficult for you to convince the customer of it. You don't have to believe that your product is the best or that your company is the best. You just have to believe that it is a good value, giving the customer his or her money's worth. More people buy Fords than buy BMWs. It's not about being the best; it's about a good value.

This can be difficult if you, in your personal life, are a bargain shopper. If you refuse to pay the asking price for anything and won't buy it if it's not on sale, then you'll have a difficult time convincing your customer to pay the full price for what you are selling. Your core beliefs will influence your behavior, and be communicated to the customer in a number of subtle ways.

To counteract that tendency, carefully examine the offer you are making from the customer's point of view. Do whatever it takes to convince yourself that it is a good value to the customer, worth every penny the customer will pay.

3. Don't inadvertently sow the seeds.

Sometimes we can blindly sow the seeds of discontent with our stated price by our poor choice of language. For example, when we say things like, "This is our retail price," "This is our rack rate," "This is list price," or other such terms, we immediately convey to the customer that there are other, lower prices, available.

We have inadvertently encouraged the customer to ask for a discount. The word "price" doesn't need an adjective to describe it.

4. Don't advertise your willingness to discount.

Sometimes, in our eagerness to make the sale, we advertise our willingness to make price concessions in order to secure the business. We say things like, "We'd be happy to discuss pricing with you." Or, "We may be able to do better." Or, "If you give me the last look, I may be able to sharpen the pencil."

5. Be careful about  discounting but be prepared to do so .

If you discount your prices in response to a customer's request, on even one occasion, you have conveyed to the customer the idea that your quoted price is not your final price. Now, forever in the future, the customer will remember that you can discount when pressed. He will, therefore, press for discounts. If, however, you never discount from your quoted price or you establish a price that is customized for that client, you convey that there is some integrity in your pricing, and that you are quoting him your best price and you're willing to adjust for their particular needs or constraints.

It's OK, on some occasions, to walk away from a piece of business rather than to discount in order to get it. The net impact is that the customer respects your pricing, and is less likely in the future to ask for a discount. Then again, a discount might be the only way to secure a deal. In businesses that are just beginning to establish a price point, experimentation might be necessary to find the optimal range. If you have a vast amount of potential clients out there then promotional pricing should be part of the strategy.

If you get almost every deal, your prices aren't sufficiently high. You need to lose some in order to gain the customer's respect as well as a sense of where the market price is. No matter how you look at a price point, the bottom line is the sale.

I've often thought that the idea of asking for the opportunity for a "last look" – which most salespeople strive for and proudly proclaim as proof of a good business relationship – is merely another way of saying that you'll discount the most. Why would the customer give you a "last look" if he wasn't expecting you to discount some more?

It's so easy to complain about the customer and the constant pressure to reduce our prices. It's the thoughtful salesperson who understands that our own behavior can often be the cause of the price objection. Change your behavior, and you'll improve your results. As you’re looking at yourself, don’t forget to look at who you’re selling to as well. Some businesses are genuinely constrained in the amount they can spend. It is up to you to decide if this is a valid concern. 

Leadership: A Battle Strategy

It's a good thing to believe the people leading you into that metaphorical battle has his or her next steps planned out and ready to execute on command. How is this accomplished? Is there really a grand scheme by which every move made has an anchor? We'd like to think that to be sure. Success involves executing a well thought out strategy that has been thoroughly scrutinized. This is my take on how a well run business might do this.

Traditional Planning Methods 

The traditional way for government organizations to plan is for a group of people, usually executives/management, but sometimes including employees, to get together for some period of time each year. Generally, inadequate time is allocated to the exercise, but if it is completed, it results in a document that contains a mission statement, broad organizational goals, and other elements as is deemed appropriate. Then, the plan is usually hidden away somewhere, never to be seen again. Traditional methods yield traditional results. As a wise man once said "If you keep doing what you have been doing, you will get what you have always got". It needn't be this way. 

Reconceptualizing Strategic Planning

Planning should be considered as a blueprint for change. The plan should be the basis for introducing controlled change into an organization so it can adapt to changing times. By anticipating shifting demands, the plan serves the purpose of allowing the organization to control its own direction, rather than waiting until political forces demand change (and demand change NOW). In addition, the plan allows for consistent monitoring of success, and re-examination of the degree to which organizational resources should be structured and allocated to achieve future goals. 

But, if we look at strategic planning in this light, as a blueprint for change, we also need to consider that any organization has built-in inertia.. the tendency to keep on doing what one has been doing. On its own, the strategic planning process, as traditionally undertaken, is insufficient to overcome this inertia. Other forces need to come into play if the plan, and proposed changes get implemented. 

Leadership - The Key Force 

In the context of strategic planning, leadership means a number of things. We can outline the role of leadership in the following ways, keeping in mind that leadership may come from appointed leaders (management and executive) and from the ranks

1. Those in leadership roles ensure that as many members of the organization as possible buy into the values, mission, and broad organizational goals. There are two components to this function. First, leaders manage the perceptions of staff with respect to the planning process. Remember that most people have experienced the "plan-in-the-drawer" syndrome, where effort expended in planning is seen as wasted when the plan is ignored. Prior to the planning process, leaders must emphasize that THIS TIME, things will be different. 

Second, leaders manage the planning process so that staff feel that they have adequate input into the process, that they are heard, and their values and visions are incorporated into the final plan and its implementation. Specifically, leaders arrange things so that the process is open, and conforms to accepted rules of communication. That may mean hiring an external consultant to orchestrate the planning sessions. It will certainly mean that rules get established to guide participation. Everyone who wants to participate should have the opportunity, and even reticent staff should be gently encouraged to involve themselves. 

2. While managing perceptions of the planning process is important, the critical role of leadership occurs after the plan has been completed. Leaders must treat the planning results as the "organizational signposts that guide behaviour and decision making". After all, nobody is going to take a plan seriously if the formal leaders ignore it, or never refer to it again. 

If you are serious about using strategic planning as a tool for organizational success, consider some of the following actions.

A. When working with staff to set individual objectives, be sure to mention how the individual objectives will contribute to the achievement of the mission and organizational goals as outlined in the strategic plan. Make sure that the employee is familiar with the plan when individual objectives are set. 

In addition, at each meeting with each employee, work with the employee to help him/her determine how the values outlined in the strategic plan apply to them. In other words, given the particular values, strategic goals and mission statement how is the employee to behave or make decisions. 

B. Once the strategic plan has been completed, the formal leader of the organization (and perhaps others) should present and discuss the plan with the up-line manager or executive. It is NOT sufficient to send a copy. Because you will need up-line support to implement the plan, you will need their commitment, and commitment will only come from discussion and explanation of the plan. 

C. At staff meetings, when decisions are required, explain how the strategic plan is used, or is to be used to make decisions. If you are the manager communicating a decision you have made, explain your rationale in light of the mission, values and goals expressed in the plan. If you are using a participative decision making process, help staff refocus on these components of the plan, so that they can be used to guide decision making

D. When doing performance reviews with staff, ask the individual to explain how his or her actions are consistent with the elements of the plan. How has their action contributed to organizational goals? Has their behaviour been consistent with organizational values? What needs to change so that the individual can further contribute to implementing the plan? Consider recognizing contributions to achievement of the plan, even if the individual did not have specific responsibility as outlined in their individual objectives. And, when setting future objectives, consider writing an objective that refers to the values expressed in the plan. For example: "Will act in accordance with the organizational values expressed in the strategic plan". If you go this route, make sure -that~the implications of these values are clear to the employee in terms of his or her behaviour. 

3. A final role of leadership is to create more leaders. One goal that formal leaders (executives, managers) can set for themselves is to encourage down-line employees to take on some of the leadership roles outlined above. This can be particularly effective in decision making. The ideal situation is for staff to internalize the plan to the extent that some take on the role of reminding people of the plan, and its relevance to any given decision-making process. Cultivate leaders in your organization by giving increased responsibility, and encouraging this kind of leadership behaviour. 

Conclusion 

Leadership, regardless of when it comes from formally appointed leaders, or Informal leaders, provides the link between planning and doing. Effective leadership helps alter perceptions about strategic planning, and the organization itself, helping to overcome inertia, the tendency to keep things the same. 

Without leadership, most strategic plans will end up as dead pieces of paper. Most importantly, when planning occurs without leadership, cynicism increases when staff see that the plan is being ignored, or even violated. The outcome of this is that formal leaders suffer a loss of credibility.  

Performance Issues Amongst Us

One of the toughest tasks for any manager or supervisor is to determine  the cause of a performance problem.  Since decisions to remediate the  problem will depend on the diagnosis, accurate assessment is crucial.  I will attempt to outline a model of factors influencing employee/team performance, so that you are less likely to ignore a possible source of  performance deficit.  

The Nature of Performance 

Work performance is influenced by a number of factors.  When  performance is excellent, it is a result of a number of circumstances that  work together to make this excellence possible.  So, stellar performance  requires that ALL relevant influences on behavior are in place. Sadly, poor performance can result from a SINGLE factor or influence that  drastically reduces effectiveness.  Frequently, a performance problem that  is allowed to continue unchecked will expand as other influences turn from  positive to negative.   

A Seven Factor Model 

We can suggest seven factors that influence or determine the level of  performance.  These factors are multiplicative in nature.  For those of you  whose favorite subject in schools was NOT math, this means that  performance will be as strong as the weakest link in the chain of  performance determinants.  If there is a deficit in any one of these factors,  performance will suffer.  This is emphasized in a team environment.

Factor 1: Aptitude 

Aptitude refers to a person's native ability to perform the task or tasks.   Each of us has strengths and weaknesses that determine if we can learn or  perform a task.  Poor aptitude for a task could mean that the person could  never learn how to do it, even with all the supports in the world.   Assessing aptitude is very difficult.   

Factor 2: Skill Level 

Even the simplest responsibilities require skills.  Skills differ from  aptitudes in that they can be learned, up to the limits imposed by aptitude.   To assess whether a performance deficit is a result of lack of skill, ask the  questions, "If his/her life depended on it, could the person do the task?"   If the answer is no, then it could be a skill problem.   

Factor 3: Understanding of Task 

A person must understand the nature of the task, and what is expected.  If  this clear communication is lacking, no amount of skill or motivation will  bring about effective performance.  Performance management is the  common means for conveying understanding of the task.  The best way to  assess an employee's understanding is to ask questions within a coaching  environment.   

Factor 4: Choice to Expend Effort 

This, and the next factor are motivational factors.  If a person has the  aptitude, skills and understanding of the task required, it may be that there  are factors causing the person to "not make the effort".  These may be  personal or related to the work environment.  Assessing whether there is  a motivational problem is difficult, and can best be done by examining  other indicator behaviours (absenteeism, lack of participation in meetings,  or other factors that suggest a motivational problem.   

Factor 5: Choice of Degree of EffortTo Expend 
Sometimes effort is not an on/off thing.  An employee may be putting in  a limited amount of effort and therefore producing inferior results.     


Factor 6: Choice To Persist 

You can make quantum leaps in productivity, morale, employee/team motivation through learning how to delegate effectively. It's not hard to learn but it's a bit more complex than most managers think. Learn to delegate properly and when your department hits on all cylinders.

Performance requires that effort be initiated and sustained over time.  This  motivational factor may result in projects started but never completed.  If  an employee is not persisting in tasks, it can indicate boredom, fear of  failure, or may relate to a lack of skills.  Careful, diplomatic discussion is  required to uncover if and why this may be occurring.   

Factor 7: Outside Factors 

Performance can be reduced due to factors beyond the control of the  individual/team.  The organization itself may be setting barriers to performance,  or uncooperative co-workers and managers may contribute.  Discussion  with the employee during performance management should include  reference to factors outside the control of the employee that impede  progress.  If these outside factors are allowed to continue,  unacknowledged, motivational levels will drop, complicating the issue and  creating a chronic under-performer.   

Conclusion: 

It is important that performance problems be addressed as soon as they  occur, and the above factors be examined to determine whether they are  contributing to the problem.  By working with the employee or team in a  cooperative way, it is possible to identify and remediate some of the  underlying causes of work performance problems. Remember this most importantly. We are all on the same team working towards the same ultimate goal. We have to help each other both in accountability and in praise. Ego and pride can be extremely detrimental to the bottom line. Especially when dealing with others. Objectivity and non-judgement should be the order of the day.

It's Time to Close the Sale!

Want to increase your rate of sales success? Want to work at the same pace
but sell more? Here are 11 ways to increase your conversion rate and close more

deals.

1. Measure conversion rates at all stages of your sales pipeline, focusing in

particular on the conversion rate of leads and inquiries to appointments,

appointments to proposals, proposals to sales, etc. Set targets for

improvement and track performance against them. A small improvement

at several stages of the pipeline will have a major impact overall. For

example, if you could increase the rate at which leads become

appointments, proposals and orders, respectively by just 5%, you would

probably double sales.

2. Make your proposition more compelling. Too many sales messages are

vague and bland. So, take a fresh look at your company’s sales proposition. 

Is it credible, compelling, and clearly communicated? Does it describe the 

solutions, or benefits you deliver? Does is represent a competitive advantage?

Explore new ways to telling potential customers  why they should do business

with you.

3. Target key segments and tailor your approach so as to maximize its

relevance and appeal to buyers in each. For example, your proposition for

big companies is likely to be different to that for small companies and the

message for financial services companies is likely to be different to that for

the public sector.

4. Build a target database. For each segment you are targeting devise a

prioritized list of target companies. Put intelligence into your target list by

researching the companies you are going to approach. Then with the

names, addresses and telephone numbers of your target customers to

hand you can systematically communicate your message directly to target

buyers.

5. More pre-qualification. Improve pre-qualification of inquires and leads by

deciding what classifies a good lead, what criteria must be met for sales

appointments to be made, or proposals to be written. This will focus your

limited sales and marketing resources where they are most likely to deliver

results.

6. Improve your listening

Most sales people talk too much. By focusing on listening instead of talking

you will gain a much better understanding of the customer’s needs and

how they can be met. So, cut the number of slides in your sales

presentation, replacing them with good questions that will help you

uncover the prospect’s needs and buying motives.

7. Write fewer, but better proposals/quotes/tenders. Proposals take time and

thus are expensive to prepare. So, before agreeing to write a proposal

make sure that the customer has both a real need and a budget allocation

for your solution. Then when a proposal is justified write it as if it were your

last, involving the prospect at all stages. Ensure your proposal:

·        Confirms your understanding of the company’s problems, or opportunities

·        Shows how your solutions meets and exceeds the buyer’s needs

·        Offers proof (reference sites, awards, etc.)

·        Provides technical information / documents how it works

Most salespeople talk too much and don’t listen enough

• ·        Demonstrates your company’s credibility
• ·        Presents a clear cost justification and range of pricing options

8. Nurture your prospects more intensively. A sales meeting with a buyer

followed by a hastily prepared proposal is not enough. It takes months for

organizations to make complex purchase decisions, so sales people and

their companies must engage prospects over a long period of time to

present solutions and build thrust, as well as to demonstrate credibility and

expertise. This process is likely to simultaneously involve contact with

multiple decision makers and influencers in the target company.

9. Match your sales processes more closely to the prospects buying

processes. That sounds obvious, yet such mismatches are at the root

of all sales rejections, for example:

• a failure to talk to the right decision makers, or influencers

• a miss-match of styles and personalities

• a failure to understand buying criteria\needs, or budget requirements

• a failure to meet the prospects’ need for technical information, or validation

Thus, it is important to clearly understand how each prospect buys, both in terms of

what is explicit and implicit. It is also important to define your company’s optimal
sales processes, including how sales leads are prequalified, how sales presentations
are conducted, what is contained in proposals, etc.

Always ask:

• Is there a budget allocation for purchase this year? Is it likely to be spent as
  planned?

• When is purchase likely to be made?

• Who has budget-making authority? Who signs the purchase order?

• Who else is likely to be involved in making the purchase decision?

• What is your role?

• What are the key factors in making a decision regarding purchase?

• What are they key steps in the purchase process, or selection of a new supplier?

• Is there a supplier who has a head start at the moment?

10. Maximize referrals. Buyers expect salespeople to say good things about

their products and are highly skeptical about any claims they make.

However, when somebody the prospect knows and trusts says something

good about your product they are readily influenced by it. For this reason

when you are introduced or referred by a customer, or industry experts your

chances of closing are radically increased.

11. Increase your level of sales activity. The first ten steps involved improving

the quality or effectiveness of your sales and marketing activity. For most of

us this is an area of opportunity that will probably never be exhausted. But,

while you focus on increasing the effectiveness of the leads, sales calls and

proposals you can also increase the level of activity in each of these areas.

That means generating more sales leads and doing more sales calls.

Successful Telecommuting: Avoiding the Pitfalls

Telecommuting is a regular employee’s dream, for many obvious reasons. It’s also a great way to combine a day job with a freelancing career, if you can manage to juggle two jobs at once. However, telecommuting often turns out to be less of a dream job for many people who are not prepared for the hazards of working at home, and many people will see a drop in productivity if they don’t take steps to ensure that they firewall home from work.

It’s not impossible to be a success as a telecommuter, but it takes a bit of
commitment. But think of it this way: it’s worth the effort to make telecommuting
work, because your worst day working from home is pretty much better than any
day at the office. What follows are some of the best tips I’ve found that work for
me, and have worked for many others. Your mileage may vary, so choose
those that will work best for you.

Create a ritual. One of the main problems with working from home is that home and work become so blurred that there’s no distinction. That’s dangerous, and a surefire way to fail. So start your work day with a pre-work ritual. This will be different for each person — you might take a shower, dress for work, eat breakfast, and plan your day, for example. But the main thing is to give yourself a signal that you’re beginning work, and leaving home behind.

Simplify. Work can become complicated if we let it, leaving our days filled with a million tasks and stretching on forever. Don’t let this happen. Simplify your work day by focusing only on those tasks that really matter, that must be done, that you want to accomplish for the day. Try to eliminate as much of the rest, the distractions, the little things that can fill up your day, or at least batch them together and do them all at once. Simplify your day, and you will be much more productive from home.

Set limits for work. Set a starting time and ending time for work, or for several blocks of work if that’s better for you. However you structure it, always have a finish time. Otherwise, you’ll work way longer than you would at the office, because there’s no home to go to. When it’s quitting time, wrap everything up, shut down, and go spend some time with the family or some “me” time.

Make a plan. When you start your work day, don’t just start working. Plan out what you want to do, picking out a few important tasks or projects, and structure your day efficiently, broken down into hour-long blocks. This will allow you to make the most of your work day, and ensure that everything necessary is taken care of.

Schedule chores, family, breaks, meals. In your schedule, don’t just put work tasks — get the other stuff in there too, or you will forget about it. Have time for your family, for eating, for taking breaks, for doing chores, for all the other things you want to accomplish by working from home.

Find quiet. If you work with family in the house, or roommates, you’ll want to find a quiet place to work. You can’t get stuff done with the television blazing or babies screaming. If possible, put your computer and desk in a separate room, away from the living room or family room.

Have a good work space. Your working area should not only be quiet, but also spacious enough for you to have room to work, with a place to put your files, your supplies, etc. Make it a place you enjoy working in, and that puts you in a productive mood.

Find your zone. Most people have a time of day when they’re most productive, when they can really crank out the work. Find your zone, and make the most of it. Don’t schedule trivial tasks during this time, but the most important tasks of your day.

Communicate. Whether you’re a regular employee working from home, or a freelancer working on a contract basis, you need to communicate with those you’re working with. That includes communicating what you’re working on, the progress you’re making, what you’ve achieved, any issues that need to be resolved, and anything that needs to be followed up on. Keep that communication regular, so you can’t be accused of not doing your work.

Groom yourself. Many people make the mistake of working in their pajamas, unwashed and loving it. However, as comfortable as that may seem, I know from experience that you will feel more productive, more energetic, and more on top of your game if you take a shower, get fully (but comfortably) dressed, and otherwise groom yourself as if you were going to work.

Log your time and work. As you have no time clock and no one to watch over you, you need to account for your time, if not for your employer or your client, then for yourself. It’s important that you not have a day go by without knowing what you’ve really accomplished, so log what you do, and how long it takes. It may seem like extra work, but really it just takes a few seconds after every task.

Use a timer to stay focused. Working from home can make it difficult to stay focused. To combat that problem, use a timer to help keep you on task and productive.

Limit calls, keep them short. If possible, schedule short blocks of time (30 minutes, perhaps twice a day) for phone calls, otherwise you may be doing them throughout the day, and never get actual work done. When making calls, keep them short and stay on topic. Calls can be one of the worst time drains if you aren’t careful.

Do only work emails, infrequently. The problem with doing email from home is that people tend to mix work with pleasure, and can spend all day in their email client. Instead, schedule time for email, and while you’re working, only do work emails. And, as with phone calls, keep them short and on topic. Do the personal emails later, when you’re off.

Set limits for a task. If you’re going to work on a task, set a time limit for it. Say, 30 minutes or an hour. And then stick to it, or you’ll end up taking forever on a certain task. If you don’t finish within that time limit, try scheduling more time for it later.

Disconnect. If you have problems staying focused, and tend to surf the web or check email or whatever, try disconnecting when you really need to concentrate on a task. Close your browser, and even disconnect the Internet if necessary. You’ll see a huge productivity boost.

Pace yourself. People tend to work hard and fast, and not realize how much they’re working. But if you telecommute for any length of time, you can burn out. Instead, keep an even pace, take breaks, stretch, walk around.

Minimize interruptions. If you can, turn off the phone and your email notification and IM, and ask anyone else in the home not to interrupt you when you’re doing an important task. Interruptions can kill your productivity.

Don’t watch kids and work. Many people make the mistake of substituting telecommuting for child care. You can’t actually do both at the same time. Telecommuting is great for the flexibility you’ll need if you have kids, but when you need to work, you need to have other people watching your kids.

Don’t go to the couch. It’s tempting to move from your desk to your couch, and take a nap or watch TV. After all, why are you working from home, right? Wrong. The couch is a trap from which many a telecommuter has never returned. It’s hard to go back to work after relaxing on the couch (or the bed), so try to avoid the temptation.