ArLyne's Diamonds

A running commentary of ideas

Tuesday, October 16, 2007

Synchophants Please Apply

There is a pattern I've noticed among some of the executives with whom I interact - and hate to say - even some with whom I work. That is that they wind up hiring executives or so called experts who charm them - rather than hiring those who will be competent and trustworthy.

The fear of being criticized - of having someone smarter than you - of not always getting your own way - or having to admit you weren't perfect - all go into a fear of working with people who are direct and honest. How sad!

Wann'tit Henry VII who couldn't bear to have disagreement and so created his own church and beheaded those who disagreed with him - including a few wives?

I recently was told by someone that any disagreement feels like an attack - and since this person was ridiculed for some "visionary" ideas as a college student, all that was tolerated was those who agreed and offered accolades.

this executive has repeatedfly hired con men and women who offer flattery - but don't deliver the goods for which they were hired. I finally realized that the reason for the errors in judgment was because of being attracted to cyncophants or yes men and women.

A word to the wise - Honesty is far more valuable than flattery.

Thursday, October 04, 2007

Call Center Response done Correctly

Thank you Joy at Eastman kODAk. As i told both you and your supervisor Lie, having you help me on the phone was pure pleasure. You did everything correctly, in a timely, intelligent and courteous manner. Among all the good things:

*** You listened to me before asking me your qualifying questions.
*** You understood what I was asking, and as a well trained active listener, you repeated back to me in your own words what you understood me to say.
*** When I gave you information, you double-checked to make sure you had it accuratley - e.g. the spelling of my name, my model number, etc.
*** You gave me correct and appropriate information to solve my problem without forcing me to go through what is usually an unnecessary protocol demanded by other call centers.

Everyone - this is the way it should be done!


Wednesday, October 03, 2007

To All Business Owners of Any Size

It seems to me that people need to learn how to protect themselves better in the workplace (and every place else, I guess) There are some significant pieces to it:

Attorneys typically are the ones offering sexual harassment training - and they use scare tactics, are pedantic and boring and nobody really pays attention. They don't do a good job about explaining people's sensitivities and how to respect them.

Today, because everyone is trying to save money, they are apt to use a cheap on-line training program - also relatively worthless in really dealing with the issues.

The people investigating are not neutral. They are looking for evidence to support their client's case. They are not trained in conducting neutral investigations.

There are no standards, no statute of limitations, or anything else that would protect CEOs and other excutives from being condemned.

The law mandates that firms with over 50 employees conduct training. I firmly believe the time has come to train everyone that has even one employee - or one customer.

OK - so you know where I'm going with this - I'd like to offer a group training SOON to members of smaller associations - or small businesses.

May we talk about this??????

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