CDHRA February 2005 Newsletter
	Happy Valentines Day

Thank You Card
SHRM Online
On The Web
SHRM Interactive
Setting the Standard
10 Essential Leadership Skills
Let Me Count the Ways
Look Before You Leap
Take Heart
Clean Up Your Computer
Father of Blood Bank Honored
Problem Solving
Get the Results You Want
Don't Risk It
Righting a Wrong
Monday Morning Blues
Be a Leader for Change
Phone Etiquette Quiz
Quote

Sending cheerful wishes your way. Thank you for your support and fundraising! We had a great time. - Tony, Mindi & Mason Steckler PS: Mickey & Minnie both say Hi!

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SHRM Online Highlights:

For the latest HR information, resources and reference material, visit www.shrm.org.
NOTE: SHRM membership may be a requirement for access to these articles.

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SHRM Interactive.

Information and links are date sensitive.

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Setting the Standard. What it means to be a leader on the job.

You don' t have to be in management to be a leader. Natural leaders are found in every workgroup and at every level in the organization. They' re the people everyone turns to when the pressure' s on. They' re the ones who help keep everyone motivated and who make sure the job gets done.

Here are some common work situations in which leadership skills can make a positive difference.

You and your co-workers are hit with a rush job on Friday afternoon. Everyone has already started winding down for the weekend. The minute the supervisor leaves, people start complaining. What would you do?

Comment: A leader would suggest that the situation isn' t so bad, that if everyone pitches in and gets organized, the job can be done quickly and everybody can get home as soon as possible. A leader would point out what needs to be done, how it can be done most efficiently, and help allocate tasks. A leader would take the hardest job and get down to work, leading by example.

You' re working with a group of co-workers and a couple of guys start horsing around. Everybody is laughing and egging them on. Their behavior is escalating to the point of being dangerous. What would you do?

Comment: A leader would have the courage to stand up and say something like, 'Come on guys, somebody could get hurt fooling around like that. I don' t know about the rest of you, but I don' t want it to be me.'

You' re working on a project with a team of co-workers. Everyone is working hard and contributing to the group effort, except for a couple of people who aren' t pulling their weight. What would you do?

Comment: A leader would be up front with the slackers. He or she would take them aside individually and tell them how important they are to the project and how much everyone is counting on them. A leader would
ask them to do their share and offer to help if they have a problem.

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10 Essential Leadership Skills.

To be a strong leader you have to master 10 key skills. Effective leaders are:

1. Good with people. They appreciate diversity and get along with all kinds of people. They understand the importance of teamwork and cooperation.
2. Motivated. They know how to keep themselves and others motivated, even when the going gets tough.
3. Competent. They have the knowledge and skills to perform at their best. They keep up to date and are always open to learning something new.
4. Self-aware. They learn from experience. They recognize their strengths and weaknesses. They understand how their words and actions affect others.
5. Good communicators. They express themselves clearly and directly. They listen actively to others and give positive, honest feedback.
6. Wise. They have good judgment and use it to make good decisions, even under pressure.
7. Farsighted. They have the vision and creativity to see possibilities where others might see only problems.
8. Action-oriented. When they see something that needs to be done, they do it. They enjoy challenges.
9. Flexible. They can handle uncertainty and adapt to change.
10. Persistent. They can deal with adversity and know how to turn problems into opportunities. They don' t believe in giving up. They trust their ability to get the job done no matter what.

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Let Me Count the Ways. A dozen ways to delight customers.

It takes a lot to keep customers happy so that they continue to do business with us. But every bit of effort you put into serving customers is energy well spent.

1. Always greet customers by name
2. Keep track of their orders, preferences, interests, etc
3. Refer to past transactions and conversations to show you remember and care about their business.
4. Send customers information about new products, services, promotions, etc.
5. Monitor their orders and requests to make sure they get what they asked for.
6. Work with co-workers to ensure efficient handling of customer accounts.
7. Solve customer problems promptly and to the customer' s satisfaction.
8. Always be courteous and helpful even when a customer is not.
9. Follow up to find out if customers are satisfied.
10. Invite customers to special events the company is involved in, such as trade shows, community events, etc.
11. Use any organizational ' extras” such as giveaways or free shipping to offset customer problems or to reward patience.
12. Always thank customers for their business.

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Look Before You Leap.

Before you make any snap decisions, think about all the possible consequences. How might what you propose to do affect:

• The quality of your work?
• Your safety or the safety of co-workers?
• Your boss?
• Other members of your work team?
• People in other departments?
• Customers?

A little forethought can prevent a lot of unnecessary headaches down the line.

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Take Heart. February is American Heart Month.

The American Heart Association cites the following risk factors for heart disease:

• Smoking
• High cholesterol
• High blood pressure
• Unhealthy diet
• Lack of exercise
• Excess weight
• Stress

You can lower your risk of having a heart attack by taking the following actions:

• High blood pressure and high cholesterol levels can be managed with medication and proper diet and exercise.
• If you' re overweight, start eating a healthy diet with more fruits and vegetables and fewer fats and sweets. Also engage in daily exercise — something you enjoy so you' ll keep it up.
• If stress is your problem, learn stress management techniques.
• If you smoke, quit now!

Heart Disease
is the #1 killer of women in America.

Learn about the Go Red For Women program - a movement to give women life-saving powers to prevent this disease and have long healthy futures.

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Clean Up Your Computer. Organize data for greater accessibility.

Here are some helpful tips for organizing your computer:

• Establish a system for naming files and stick to it. Use file names that are brief but sufficient to easily identify the subject matter of the document. Avoid abbreviations or acronyms, which may be hard to decipher later.
• Maintain an effective filing system so that you don' t have to scroll through hundreds of documents to find the one you want.
• Keep a working folder on the desktop for quick and easy access to files you are currently working on.
• Organize your e-mail. Set up a folder system in your e-mail program and sort incoming e-mails that you need to keep or that are pending further action.
• Organize the bookmarks on your browser so that you don' t have to do a lot of scrolling to look for the one you want. Check your browser program for an organize feature. Set up an effective file system as you' ve done for documents
  and e-mail.
• Clean up your hard drive periodically. Delete files you don' t need any more. Get rid of outdated programs or programs you never use. If you' re not sure whether you' ll need a document again, you can always back it up to a server or disk, or print it out and keep it as a paper file.

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Father of Blood Bank Honored.

February is African-American History Month, and one of the many outstanding Americans honored this month is Dr. Charles Drew. Although you may never have heard of him, his work could be responsible for saving your life some day.

Dr. Drew created the idea and technology for blood banks, places where blood is safely stored until it is needed by injured or ill patients.

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Problem Solving: The Danger of Making Assumptions.

When you' re faced with a problem on the job, it can be helpful to consider similar problems you' ve faced in the past. But there' s a danger in automatically assuming a problem that ' looks” the same as an earlier problem really is the same.

That' s why it' s important to examine the facts carefully and base your conclusions on what you actually find, not on what you expect to find.

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Get The Results You Want.

If you always do what you' ve always done, you' ll always get what you' ve always got. In other words, if you want a different result, do things differently. That notion is especially applicable if you' re looking to achieve new career goals.

This month is Plant the Seeds of Greatness Month. Bring something new to your job and watch great opportunities blossom.

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Don't Risk It!

Accidents that shouldn' t have happened:

• Tom was on a ladder painting the wall. He asked Al, who was working down below, to throw him another paintbrush. Al' s aim was off, and Tom had to reach way out for the brush. Unfortunately, he reached too far and fell off the ladder, breaking his arm as he hit the ground.
• Linda was walking through the storeroom when she noticed that a chemical drum was leaking. She wasn' t sure what it was or what to do, but she knew she needed to do something quickly. She grabbed paper towels and started mopping up the spill. Unfortunately, the chemical was corrosive and she wasn' t wearing gloves. Her hands were badly burned.
• Steve was making a delivery to a new customer' s plant. He used his cell phone to call them for directions. Unfortunately, he didn' t stop driving while making the call, and he didn't notice the car that pulled out in front of him.
  When he recovered consciousness, the emergency room doctor told him was lucky to be alive.

What do all of these accidents have in common? They shouldn' t have happened — and they wouldn' t have if only the employees involved had used common sense and followed safety rules.

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Righting a Wrong. How to resolve a consumer problem.

When a company doesn't make the grade, send a letter of complaint, says the U.S. Federal Trade Commission. Here' s a sample (Keep a copy for your records.):

Dear _________,

On (date), I purchased (or had repaired) a (name of the product with the serial or model number or service performed). I made this purchase at (location, date, and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem).

Therefore, to resolve the problem, I would appreciate your (state the specific action you want). Enclosed are copies (copies, NOT originals) of my records (receipts, guarantees, warranties, cancelled checks, contracts, model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem, and will wait (set a time limit) before seeking third-party assistance. Please contact me at the above address or by phone (home or office numbers with area codes).

Sincerely,
(Your name)
(Your account number)

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Monday Morning Blues?

You can make the first day of the workweek easier by being prepared.

• Plan for next week this week. Spend 15 minutes at the end of the last workday of the week getting organized for next week. For example, review next week' s schedule, draw up a checklist of tasks for the week, set priorities, etc.
• Before you leave the house on Monday morning, make sure you have everything you need, such as keys, ID badge, and personal protective equipment such as safety glasses or hard hat.
• Get an early start on the first day of the week so that you don' t have to rush. Take advantage of commute time to think about all the things you have to do during the day and the week ahead.
• When you get to work, review your schedule and make necessary last-minute adjustments. Remember, it' s only a guide. There' s a lot about each day you can' t control, so be flexible and prepared to reorganize your day and week depending on events and circumstances.
• Check your e-mail, voice mail, and postal mail when you get into work. Determine which communications need an immediate response and which can wait.
• Check in with your boss to see if he or she has anything you need to handle during the day or the upcoming week.

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Be a Leader for Change. How to thrive in a dynamic work environment.

The world we live in is always changing, and that affects our jobs. Keeping up with all this change requires personal resiliency and a future-oriented outlook. Those who thrive in a dynamic work environment are those who help lead change.

To be a leader in changing times you must:

• Appreciate the value of change. Many people fear and/or resist change. But leaders know that change is a positive and necessary force that makes us more efficient, better able to satisfy our customers, more competitive, and more
  profitable.
• Be willing to work and think in new ways. Change makes you stretch your mind and imagination and see your work in a whole different light.
• Develop an appetite for challenge. Change introduces a range of new situations and problems into your job. Leaders take up the challenge and persist in overcoming the obstacles.
• Help others understand and accept new ideas. Leaders help others accept and become accustomed to change.
• Become a life-long learner. Finally, those who lead change realize that the next change is just around the corner and that they must always be learning in order to be ready for the next change.

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Phone Etiquette Quiz. How professional is your technique?

Every time you answer the phone the caller judges you, your department, and the company by how you handle the call. How professional are you?

1. When you answer the phone, should you:

a. Identify the company name and ask the caller how you can help?
b. Identify your department and yourself, and ask how you can help?
c. Identify the company, your department, yourself, and ask how you can help?

2. Which is the most appropriate phone voice:

a. Light and cheery?
b. Courteous and professional?
c. Brisk and efficient?

3. When you need to put a caller on hold, should you:

a. Say, ' Hold, please”?
b. Ask if the caller minds holding?
c. Tell the caller to wait?

4. When you answer the phone, should you speak:

a. Quickly so that you don' t waste the caller' s time?
b. Slowly and loudly?
c. Clearly and distinctly?

5. Before you hang up, should you:

a. Ask the caller if there is anything else you can do?
b. Identify the company and yourself again?
c. Wish the caller a nice day?

Answers: (1) c (2) b (3) b (4) c (5) a.

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Quote.

"Don't let what you cannot do interfere with what you can do."
- John Wooden