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A Customer complaint management system
Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of...
Cobra Solution To Be Launched At Benefits Management Forum & Expo
Omaha, NE -- August 1, 2004 – COCO Development, LLC is set to launch its newest HR compliance solution, COBRApoint, a web-powered COBRA, HIPAA, State Continuation and Retiree Billing system, at the 17th Annual Benefits Management Forum & Expo in...
Debt Negotiation Vs. Debt Management
Debt negotiation and debt management/consolidation both help
consumers pay off their debts through two different approaches.
Each affects your credit score, payoff period, and taxes
differently. Before choosing either options, be sure...
Experiences of Management Coaching (Part 2)
In our experience, we have found that there are several reasons managers fail to get employees to see and acknowledge that they have a problem. They assume. Many managers bypass the step of getting agreement because they assume that an employee...
Tips for selecting a debt management service provider
Tips for selecting a debt management service provider
In the present world for many customers to get out of debt can
be treated as the need of the hour. More and more customers are
finding themselves in debt and wondering what debt does to...
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Ten Tips to Make Listening Your Powerhouse Management Tool*
Listening to your people. As in life, many things that work best
in business are the simplest things. In this easy to use
toolkit, the benefits of listening and the key tips of how to do
it best will help you manage to success...
Every day we communicate with those around us. At work, as in
our lives as a whole, we respond to the information we obtain.
Yet, so often, managers waste this valuable information
gathering time by telling their own story, instead of
listening to others and really hearing.
Listening closely is valuable because:-
- You show real interest in the other person, thus
building strong, trusting relationships.
- You get great information, which can help you gather
the 'intelligence' you need to the best decisions.
- Your people will tell you much more, once they realise
that you take notice of what they are saying.
- It enables you to take up other's ideas and thoughts which
will add to whatever skills and capabilities you have.
- Hearing others will set them off thinking and developing
themselves as they are triggered, by the thought
flow which comes as they speak to you.
- Involving others closely not only creates better outcomes,
but it also takes some of the burden from the top of the
management tree.
- Your listening to one, encourages others to talk to you as
the word gets out that you value the input from others.
How to
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do it - here are ten tips to get you started:-
1. Pay full attention
2. Avoid distractions or being disturbed
3. Acknowledge what you hear by summarizing and reflecting back
4. Make supportive noises
5. Use supportive body language including facial expressions
6. Ask follow up questions to what you hear
7. Show further interest by coming back later for more
8. Deliver some action towards what you hear
9. Be supportive and accepting
10. Ask for help and advice where they might be more of an
expert than you.
Listening is a hugely valuable contribution to making
business relationships work.
Whilst you will have some input to getting the job done
right yourself, the very best managers clarify the outcomes
expected and let their people get on with delivery. A
listening ear provides the support, encouragement and
culture to let this happen naturally and constructively.
What's more, the more you do it, the greater the
involvement of your people and the better the return.
About the author:
© 2005 Martin Haworth is a Business and Management Coach.
He works worldwide, mainly by phone, with small business owners,
managers and corporate leaders. He has hundreds of hints, tips
and ideas at his website, www.coaching-business-to-success.com.
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