| Welcome
to the December 29, 2004 issue of The Total View
Published by Success
Performance Solutions, Written by Ira S. Wolfe
Visit our Human
Resources Blog and Perfect
Labor Storm Blog where we can post daily (and more often) human
resource updates, news, and Perfect Labor Storm facts.
What's Inside
What's Inside
1. Who was Reggie (White) - Leader, Teacher, Preacher?
2. Perfect Labor Storm Alerts #321 to #325
3. Useful Links, Helpful Tools - NEW! Background Checks/Customer
Service Excellence
4. Over 250 Supervisors Have Attended Managing to Excel Workshops
5. 50 Training Activities for Team Building and Customer Service
6. Hire Employees With A Positive Attitude
7. Setting the Right Climate For Coaching
8. You don't need a huge budget and
staff to hire the best employees
9. Fall Workshop and Speaking Schedule
10. Wondering if you have the right people on your team?
1.
Who was Reggie (White) - Leader, Teacher, Preacher?
How appropriate that the last full week of the year 2004
be filled with so much irony. On the very weekend that thousands
of travelers on their divergent ways to be with family and friends
were delayed and stranded by inclement weather, baggage handlers
at the Philadelphia Airport called in sick, separating their customers
from their luggage for days. At the same time, workers from shipping
giants UPS, FedEx and DHL showed up at work to fulfill their guarantee
that their customers received their packages on time. Is it any
wonder that these companies are growing stronger while US Air is
on the verge of extinction?
Then just days later, a once in a century earthquake rocked the
earth and tsunamis followed in the eastern Indian Ocean. At the
latest count, it is reported that over 26,000 lives have been lost
(and the number climbs with each report.) Over a third of the dead
are children. How ironic this occurred the day after millions of
Christians throughout the world celebrated one of the most revered
and celebrated birthdays on earth.
Then the news came that same day that Reggie White was dead at age
43. While his young age pales in comparison to the thousands of
children dragged out to sea by the tsunami, White will be sorely
missed by the many people he touched - on and off the field. You
see, while many quarterbacks will remember Reggie White for the
veraciousness of his embrace on Sunday afternoons, most people will
remember Reggie White for the lives he touched, his unshakable conviction
to use his faith, and how he used his celebrity and power for the
greater good. Reggie White lived to understand the spirit within
man and turn their hopes into realities.
White, tipping the scale at over 300 pounds, was a huge man, surely
one to make you think twice before walking down the same street
at night. But while he was a fierce competitor, he was a gentle
and tender man. But size did not limit his agility. He commanded
a presence on the field like no one else and unlike so many athletes
who can't separate their roles from their identities, White said
more than once, "It isn't about football. It's about the platform."
In a sport where size and winning are coveted, he wore his faith
as proudly as his jersey. With every other word spoken by many athletes
today beginning with "f", just imagine the respect he
earned from his teammates when he asked them to take cursing out
of the locker room...and instead of telling them to "f--- off",
they honored his request.
White dominated football for over a decade from his defensive end
position. But as good as he was on the field, he was even greater
off the field. White served as a role model and a leader You didn't
have to agree with White's views or even share his faith, but you
do have to admire White for his passion, conviction, and leadership.
We lost a lot of innocent lives this past weekend. US Air workers
lost the last vestiges of respect (and baggage). And we lost a rare
leader who had a vision for the world, one who looked at the whole
world as a human family, one who led by example, one who lived his
life to be your friend, mentor, coach.
As we turn the page onto a new chapter of our lives this weekend,
what mark will you leave on your family, workplace, community?
What is your vision for the future? What are your passions?
Come alive in 2005 - call us today for a MAPP
career test or personal coaching session and turn
your hopes and dreams into reality.
To learn more, contact us by replying to this email or call 800.803.4303.
2. Perfect
Labor Storm Alerts #321 to #325
Visit
our blog, too.
Fact #321: Direct
costs of insomnia, which include dollars spent on insomnia treatment,
healthcare services, hospital and nursing home care, are estimated
at nearly $14 billion annually. Indirect costs such as work loss,
property damage from accidents and transportation to and from healthcare
providers, are estimated to be $28 billion. (Source: National Sleep
Foundation and NIH)
Fact #322: 15 medical conditions accounted for
half of the inflation-adjusted growth of $200 billion in health
spending between 1987 and 2000. (Source: U.S. Department of Health
and Human Services)
Fact #323: The five illnesses where costs increased
the most between 1987 and 2000 were heart disease, asthma, mental
disorders, cancer and hypertension. (Source: Health Affairs, August
2004)
Fact #324: The cost of treating heart disease rose 70 percent,
diabetes by 44 percent. (Source: Health Affairs, August 2004)
Fact #325: Out-of-pocket health costs average 19
percent of income for persons 65 and older. Medicare beneficiaries
without Medicaid coverage spend 49 percent of their total income
on health care. (Source: AARP)
Don't be caught in storm
without all the facts. "The
Perfect Labor Storm Fact Book: Why Worker Shortages Won't Go Away"
is a must-read leading edge forecast that predicts workforce trends
for decades to come. Order
your copy today - Only $7.95.
3. Useful
Links, Helpful Tips - 100
Activities and Actions for
Customer Service Excellence and Background
Checks
NEW!
100
Activities and Actions for Customer Service Excellence
In our increasingly competitive
business world, it is beoming more and more important to provide
the best possible service to customers. Your customer service
representatives are in a unique position to keep your customers
happy and coming back.
With Learning Points: 100 Activities and Actions for Customer Service
Excellence, you can be sure your employee know exactly what they
need to do in any situation to provide the quality of service your
company expects. And your customers deserve.
These fun, engaging, and easy-to-use activities take only minutes
to complete. They contain a wealth of insights, tips, and
guidanc that will create employees who....
- Understand the principles of customer service and how to apply
them to build rapport, solve problems, and treat the customer
with respect.
- Know how to keep customers by removing obstacles to customer
service, really listening, finding the root causes of problems,
and never taking short-cuts.
- Bring to the job knowledge of new ways to do business - from
the Internet and voice mail to cellular phones, virtual meetings,
and beyond.
- Add value to everything they do by providing extra touches,
making things right, continuously improving and delivering outstanding
service - even when they're busy.
Order 100
Activities and Actions for Customer Service Excellence
To provide our clients
with one-stop shopping for employee evaluation from pre-employment
to career succession, we are very pleased to introduce our new partnership
with Information
Architects,
a leading provider of Employment Screening and Background Investigations.
Services include:
- Employment Verification
- Criminal Records Search
- Civil Records Search
- Workers Comp Search
- SSN Verification
- Credit Reports
- DMV Reports
- Bankruptcy Search
- Degree Verification
- Professional License Verification
- Drug Screening
Learn more about background
checks here.
Fort Wayne Journal Gazette
- October 31, 2004
Firms
probing employees' pasts
4. Over 250 Supervisors
Have Attended Managing to Excel Workshops
Just announced!
M2E Team Building Workshops at Beard Miller Company (York, PA) beginning
January 18, 2005. Call Heather at 717.846.7000 for more information.
Ever since Success Performance Solutions introduced Managing to
Excel in 2002, Central PA supervisors and managers have been learning
and developing proficiency in the twelve competencies that highly
effective managers and supervisors have that average performers
don't.
To read more about Managing
to Excel, visit Managing to Excel - Management
Competency Workshops.
Managing to Excel is also
available for purchase by in-house trainers and human resource professionals.
The per participant cost per program is as low as $20!
5. 50
Training Activities for Team Building and Customer Service
Choose from over 1,000 activities, including role plays, assessments,
games, simulations, icebreakers. Virtually every important training
topic is covered. Three-ring binders are ready to use and fully
reproducible. Each volume - only $139.95 each - includes trainer's
notes and clearly stated objectives.
Topics include Customer
Service Excellence, Team Building, Developing Leaders, Sales Training,
Conflict Resolution and more.
6.. Hire
Employees With A Positive Attitude
SELECT Associate System
is a pre-employment screening system to identify work-related behaviors
such as Positive Service Attitude, Accountability, Frustration Tolerance,
Acceptance of Diversity, Multi- tasking and more. It also includes
a Validity Check and the Integrity Index. Each customized report
includes a step by step interview guide including recommended interview
questions. The following report versions are available:
Customer Service
Administrative Support
Retail Sales Associates
Entry Level Retail Management
Call Centers
Production & Distribution
Healthcare
Personal Service
Convenience Store Associates
Hospitality
Office Staffing
Learn how
to hire employees with a positive attitude here.
7. Setting
The Right Climate For Coaching
We coach to help someone.
It might be to help an individual learn something new, or help them
over some difficulties they have been having with their performance.
It might be to help them
rise above their own expectations, but it’s never to embarrass,
punish, or push them around. If
you’re not trying to help someone, you’re not coaching!
More on Setting
the Right Climate for Coaching.
More tips for managers on
completing successful
employee evaluations. (Download a one page excerpt from the
Janus Performance Management System.)
8 You don't need
a huge budget and staff to hire the best employees
Eliminate The Hassles and Headaches Associated With Screening Candidate
with Total APS.
The Total Applicant Processing System enables the small and medium
sized employer to do online recruiting and screen applicants with
customizable and scorable filtering questions with a click of the
mouse. Save time and money by qualifying candidates before
you interview.
Use Total APS to recruit
and screen applicants for your next job opening.
9. Fall
2004 Workshop and Speaking Schedule
January 16, 2005 - 2005
International Builders Show, Orlando, FL
February 28, 2005 - IQPC''s
Best Practices in Disease Management, Las Vegas, NV
10.
Wondering if you have the right people on your team?
Everyone wants to build the High
Motivation Employee Team. Do it with team building activities
packaged exclusively for small businesses and home businesses.
Contact Information:
Success Performance Solutions 2481 New Holland Pike, Suite 2, Lancaster,
PA 17601
email: tv@super-solutions.com
voice: 717.656.4632
web: http://www.super-solutions.com
To learn more about Success Performance Solutions or read back issues
of The Total View, stop by our website at www.super-solutions.com.
Order your personal copy of Understanding
Business Values and Motivators.
Order your personal copy of The
Perfect Labor Storm
Ira S. Wolfe. 2004 - All Rights Reserved. Reprints and other distribution
by permission only.
Syndication available
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