I am so tired of reading the Republicans and Democrats blaming each other for not reaching a budget deal and the debt ceiling problem. It's both of the parties' fault for getting us in this mess in the first place. Each one voted in and/or ratified laws and budgets that were stupid. The stimulus packages (both Bush and Obama) were jokes. Did it help? NO! Raising the debt ceiling has done nothing but allow other countries to own us. The Government has screwed the governed big time!! We continue to go to work, come home, and live our lives like everything will work itself out. Sorry folks, it wont. We do what we can to provide for our families and the Government continues to pilfer from the governed making it harder each and every day to make ends meet. All the while cutting GOD out of everything this country was built on. Marriage has become a punchline, GOD and prayer have become nuisances, and our government is a basket of corrupt idiots. But Americans continue to turn a blind eye to it because we are worried about our families and jobs. If you owned a business and your employees were running the company the way Obama, Biden, Boehner, McCain, Pelosi, and Reid are running this country, what would you do? I can tell what would happen to the business, the same thing that happened to Tyco, Worldcom, Lehman Brothers, and Enron. The company would be shutdown and the leaders put in jail. These leaders are no better than Bernie Madoff, stealing from Peter to pay Paul. This government is one big Ponzi scheme, but no one seems to be watching. Wake up America, we are nearing our end very quickly.
If you think you are safe, think again. Your freedoms are be slowly and methodically taken away. Homeland Security, Transportation Safety Administration, Federal Bureau of Investigation, Central Intelligence Agency, and your local law enforcement. What happened to "innocent until proven guilty"? It seems we are merely in one big concentration camp called the USA. The news media is just as complacent and playing into the hands of the corruptors. News companies only publish and televise what they are allowed to show and what sells newspapers, magazines, or advertisements. Americans want to see their favorite celebrity naked or falling on their face or in some other kind of drama. What about the injustices we face everyday at the airport, or from law enforcement? When did it become OK to make a handicapped grandmother face the indignity of having her adult diaper removed because it is suspiciously wet? Wet, really? Isn't that what a diaper does? Or the six year old girl who has to be patted down and touched by a stranger in places we tell our kids no adult should touch them, because she might be a terrorist carrying an underwear bomb? Thank you TSA for keeping me safe from the dangerous pre-school bomber! IDIOTS! We, Americans, are looked at as potential homegrown terrorists, anarchists, and/or conspiracy theorists. The government has made us afraid of our own shadows and suspicious of our neighbors. Most Americans do not want to believe the Government is corrupt. I am here to tell you folks, your government officials DO NOT have your best interests in their heads. Don't get me wrong, some federal and state Congress members are decent, hard-working people, but they eventually succumb to the pressure and the power. Junior Congress members have no power and the only way to get power is to play the game and bend to the will of the senior members. Those that have been in the halls of the Capitol building for fifteen or more years have all the power and they do what they want, when they want, and answer to no one. You think the sex scandals and minor criminal offenses like Weiner's sexting and Blagojevich's corruption conviction are the worst things in Washington D.C.? Jokes on you! Backroom deals and under the table pay offs are not limited to third world countries. It happens right here in America.
Corporate America has their hands in so many pockets in Washington it is disgusting. Why do we have $3.50/gallon gasoline? You think the Arabs control it? Exxon Mobil reported 69% increases in profits for the first quarter of 2011. That translates to $10.7 billion. OK, wait let's write that out, $10,700,000,000 in profits. This is up from $6.3 billion. Do you still think $3.50/gallon gasoline is fair? Why doesn't the government limit this gouging like they limit the amount of mouth wash you can bring on a plane? Or whether the fingernail clippers hanging on your key chain enables you to hijack a jetliner? A Toyota truck key could do more damage. A person could slit your throat with one. This time last year gasoline was $2.70/gallon. Has exploration or shipping costs increased so much that an $.80/gallon increase is required to cover the added expense? Oh wait, $10.7 billion in profits, a 69% increase. They had to charge more so they could make more. That's the capitalist way. I'm all for making money but when it begins to cripple the rest of the business world something has to be done. Trucking companies have to charge more, retailers have to charge more, and consumers pay the price, literally. A 60% increase in fuel cost to get to work, a 35% increase to feed your family, and a 55% increase to run your home. Did you get a 150% increase in your paycheck to cover your costs like the oil companies did? I know you did not! Now not to pick on just the oil companies, let's take a look at the utility companies. PepcoPepco reported a $64 million profit in 2011 versus a $36 million profit in 2010. So did the customers get a rebate or lower prices for the summer months because of this huge increase? Nope, Pepco increased rates 42% for the summer. Whoa, wait a tick! Where is the government protecting the public from these rip-off artists? Oh wait I know, the government was bickering over the President's birth certificate, or Don't Ask, Don't Tell, or maybe it was how to raise the debt ceiling, AGAIN. What is really happening in Washington D.C.?
The reason these companies are doing whatever they want is because they have bought and paid for our politicians. Then the government plays smoke 'n mirrors games for the public to take the focus off what is really happening. Americans are distracted by Weiner's wiener and the terrorist threats by Al Qaeda. You know there have been terrorist threats everyday for the last 50 years, right? Queen Napolitano would have you believe these terrorist have only started these threats in the last 10 or so years. She would have you believe she is the only thing standing between America and the terrorists. She has no clue what is going on. Janet couldn't run the state of Arizona and Obama puts her in charge of Homeland Security? I wouldn't let her guard a school crosswalk. Then Jan Brewer takes over as Governor of Arizona and that's like putting Howdy Doody in charge of the FBI, and the voters put her back in for a full term. What were you thinking Arizona?
In the end Americans can no longer live in the fantasy world that the government is doing everything it can to bring an end to the economic crisis and restore the United States as the world leader. The Obama Administration is playing a game and Harry Reid is riding on his coat tails. John Boehner is doing everything he can to throw his weight around and make it difficult for the Democrats without regard to what it is doing to the country. Term limits for Congress would eliminate many of the problems of corruption in Congress. The President is limited to two terms, the Senate should have the same limits, and the House of Representatives should be 4 terms. Eight years and you're done. This would limit any politician to 24 years total; 8 in each congressional house and 8 as President. I hope this opens many eyes to the real problem in Washington and facing this country. The United States of America is the greatest country in the world but our government is increasingly making the country unbearable to live in and be proud of.
GOD bless America and our brave men and women of the military! Please get involved in our country. Just as our forefathers fought against the tyranny of England 245 years ago, we must stand united against the tyrannical leaders of today who have defaced and corrupted the USA.
Thank you and GOD bless you all!
Christopher Ballow
Saturday, July 23, 2011
Saturday, June 4, 2011
Customer Service Skills
The lack of customer service skills in the customer service industry is growing like a tumor. First of all every industry is a customer service industry. Whether you are selling shoes at the mall or electronics to the government. Sales and service industries are customer service industries. Second, employees have become so desensitized to showing emotion and trained to be a robot, helping a customer find want they want or need is a nuisance. I am disgusted by the way customers are treated during my observations and experiences while out shopping for products and services or researching for a paper.
"We have always tried to be guided by the basic idea that, in the discovery of knowledge, there is great entertainment—as, conversely in all good entertainment there is always some grain of wisdom, humanity or enlightenment to be gained."
– Walt Disney
This quote is the epitome of the Disney Entertainment culture. Every resort patron is the most important customer to walk through the gates. This should be the thought of every worker in the business world. Each customer that walks through the door potentially is the last customer your business will ever see. Don’t you want the customer to tell everyone he/she meets after leaving your business the shopping experience he/she received was the best ever? Customer service techniques are easy to learn and easier to use.
Too many times customers visit a company and they have a decent experience or a horrible experience. Ask your customers how their experience was and you will usually get one of two answers; “it was fine” or “it was terrible! So and so has the worst customer service skills I have ever seen!” Now which answer would you rather hear? Really? You want hear your customers’ experience was just “fine”? I want my customers to rave about how we went above and beyond their expectations. I want to hear how my employees are a “breath of fresh air to work with” and “what a pleasure it is to come into your store”. That tells me my team is enjoying their job. Now don't get me wrong a disgruntled employee can have great customer service skills, but chances are if he/she is not happy those skills are likely not being used.
The 5 best skills I find that make customers feel welcome and want to return in the future are:
1) SMILE!! The customer doesn’t care what your day was like before you got to work. Whether someone cut you off on the freeway or you had a fight with the neighbor who lets their dog dig in your flowerbed. The customer wants you to smile and be happy to see them. These patrons are paying your bills, so make them enjoy spending their hard earned money with your company. “Smiling lets the customers know that you are paying attention to them, it gives them the impression that you truly care and enjoy what you are doing” (customeserviceskillsguide.com, n.d.). Conversely do not smile just to smile. You will come off as insincere and the customer will be turned off right away. Be genuine and smile because you are glad to see your customer. Your customers will reward you for it.
2) LOOK YOUR CUSTOMER IN THE EYE! Do not stare at the wall, the floor, or the hot girl/guy who just walked in. Pay attention to what the customer is telling you. This is two-fold; #1 it tells the customer, like your smile, you have his/her best interests at heart. You are absorbing his/her needs and deciding the best course of action to fill that need. #2 it conveys to the customer he/she is the only customer in the store that matters. Plus you will not miss any important information needed to make your informed decision.
3) STAND UP STAIGHT! Do not slouch, lean on the counter, stretch, fold your arms, etc. These convey to the customer you could care less about his/her wants and/or needs. That is not to say you have to stand at attention like a soldier on inspection day, but more like a soldier in the at-ease position while receiving instructions. This also tells the customer two things; #1 you are listening and #2 you are professional. Both let the customer know he/she came to the right place. In the at-ease position you are comfortable and relaxed (after some practice) but ready for anything. Your point of attack? The customer’s wants and needs.
4) BE POSITIVE! Never tell a customer “I can’t do that for you” or “We don’t have that product in stock”. Avoid negative vocabulary at every opportunity. Instead say “I will have to disconnect your service for a moment and then I can test the system” or “I can order that for you and have it in stock in (x number of) days”. This tells the customer you are doing your best to fulfill his/her expectations. Now if you cannot “fix” the problem or the “product” is not available, back-ordered, and/or discontinued then your only recourse is to suggest an alternative. NO! You never say “I CAN’T!” Get that type of talk out of your head right now and forever! There is only one thing you CANNOT do and that is live forever. Everything else is possible with work and dedication.
5) ASK THE CUSTOMER IF EVERYTHING WAS TO HIS/HER SATISFACTION! Do not be scared of your customer. Do everything in your "employee" power to help and/or fulfill the customer’s need. If you don’t have the power, get your manager or supervisor. Let the manager make the decision if it is not in your job ability. You are the first line of defense and it is your job to make the customer happy. Problems should never get to your manager or supervisor. You can handle 99% of situations that arise or come in the door. If a customer comes in with a defective product I can assure you your company (unless the company enjoys bad press and displeased customers) has a return or exchange policy. Take care of it. If you do not know how or do not have the power then it is your company’s negligence for not training you properly or empowering you with necessary guidelines. Do not let it affect how you serve the customer or your hamper customer service skills.
These five skills are easy and completely under your control. Never let a customer doubt the decision to come into or purchase from your company. Remember to smile, keep eye contact, stand up straight, speak positively, and ask your customer if he/she is completely satisfied. This will win you a customer for life and everyone will know how well you treated him/her. Contrary to previous beliefs in this day of technology (Angie’s List, Google, online reviews, etc.) happy customers tell just as many people as disgruntled customers do. The Internet is your best friend and your worst enemy depending on which side of the customer service spectrum you are on. With practice and dedication great customer service skills are as easy as breathing and will put you in the spotlight within your company. Some will question you, some will dismiss you, but everyone will be jealous of you. Good luck and have fun!
Christopher Ballow, MBA (06/2011)
"We have always tried to be guided by the basic idea that, in the discovery of knowledge, there is great entertainment—as, conversely in all good entertainment there is always some grain of wisdom, humanity or enlightenment to be gained."
– Walt Disney
This quote is the epitome of the Disney Entertainment culture. Every resort patron is the most important customer to walk through the gates. This should be the thought of every worker in the business world. Each customer that walks through the door potentially is the last customer your business will ever see. Don’t you want the customer to tell everyone he/she meets after leaving your business the shopping experience he/she received was the best ever? Customer service techniques are easy to learn and easier to use.
Too many times customers visit a company and they have a decent experience or a horrible experience. Ask your customers how their experience was and you will usually get one of two answers; “it was fine” or “it was terrible! So and so has the worst customer service skills I have ever seen!” Now which answer would you rather hear? Really? You want hear your customers’ experience was just “fine”? I want my customers to rave about how we went above and beyond their expectations. I want to hear how my employees are a “breath of fresh air to work with” and “what a pleasure it is to come into your store”. That tells me my team is enjoying their job. Now don't get me wrong a disgruntled employee can have great customer service skills, but chances are if he/she is not happy those skills are likely not being used.
The 5 best skills I find that make customers feel welcome and want to return in the future are:
1) SMILE!! The customer doesn’t care what your day was like before you got to work. Whether someone cut you off on the freeway or you had a fight with the neighbor who lets their dog dig in your flowerbed. The customer wants you to smile and be happy to see them. These patrons are paying your bills, so make them enjoy spending their hard earned money with your company. “Smiling lets the customers know that you are paying attention to them, it gives them the impression that you truly care and enjoy what you are doing” (customeserviceskillsguide.com, n.d.). Conversely do not smile just to smile. You will come off as insincere and the customer will be turned off right away. Be genuine and smile because you are glad to see your customer. Your customers will reward you for it.
2) LOOK YOUR CUSTOMER IN THE EYE! Do not stare at the wall, the floor, or the hot girl/guy who just walked in. Pay attention to what the customer is telling you. This is two-fold; #1 it tells the customer, like your smile, you have his/her best interests at heart. You are absorbing his/her needs and deciding the best course of action to fill that need. #2 it conveys to the customer he/she is the only customer in the store that matters. Plus you will not miss any important information needed to make your informed decision.
3) STAND UP STAIGHT! Do not slouch, lean on the counter, stretch, fold your arms, etc. These convey to the customer you could care less about his/her wants and/or needs. That is not to say you have to stand at attention like a soldier on inspection day, but more like a soldier in the at-ease position while receiving instructions. This also tells the customer two things; #1 you are listening and #2 you are professional. Both let the customer know he/she came to the right place. In the at-ease position you are comfortable and relaxed (after some practice) but ready for anything. Your point of attack? The customer’s wants and needs.
4) BE POSITIVE! Never tell a customer “I can’t do that for you” or “We don’t have that product in stock”. Avoid negative vocabulary at every opportunity. Instead say “I will have to disconnect your service for a moment and then I can test the system” or “I can order that for you and have it in stock in (x number of) days”. This tells the customer you are doing your best to fulfill his/her expectations. Now if you cannot “fix” the problem or the “product” is not available, back-ordered, and/or discontinued then your only recourse is to suggest an alternative. NO! You never say “I CAN’T!” Get that type of talk out of your head right now and forever! There is only one thing you CANNOT do and that is live forever. Everything else is possible with work and dedication.
5) ASK THE CUSTOMER IF EVERYTHING WAS TO HIS/HER SATISFACTION! Do not be scared of your customer. Do everything in your "employee" power to help and/or fulfill the customer’s need. If you don’t have the power, get your manager or supervisor. Let the manager make the decision if it is not in your job ability. You are the first line of defense and it is your job to make the customer happy. Problems should never get to your manager or supervisor. You can handle 99% of situations that arise or come in the door. If a customer comes in with a defective product I can assure you your company (unless the company enjoys bad press and displeased customers) has a return or exchange policy. Take care of it. If you do not know how or do not have the power then it is your company’s negligence for not training you properly or empowering you with necessary guidelines. Do not let it affect how you serve the customer or your hamper customer service skills.
These five skills are easy and completely under your control. Never let a customer doubt the decision to come into or purchase from your company. Remember to smile, keep eye contact, stand up straight, speak positively, and ask your customer if he/she is completely satisfied. This will win you a customer for life and everyone will know how well you treated him/her. Contrary to previous beliefs in this day of technology (Angie’s List, Google, online reviews, etc.) happy customers tell just as many people as disgruntled customers do. The Internet is your best friend and your worst enemy depending on which side of the customer service spectrum you are on. With practice and dedication great customer service skills are as easy as breathing and will put you in the spotlight within your company. Some will question you, some will dismiss you, but everyone will be jealous of you. Good luck and have fun!
Christopher Ballow, MBA (06/2011)
Team building
I published this paper while studying at the University of Phoenix. The research helped me gain specific knowledge of the requirements needed to build an effective team in any business setting. This research does not apply only to an educational system. These techniques can be used in any business or industry.
University of Phoenix Team Building Training
A team training program for the University of Phoenix must encompass all areas of communication, collaboration, and conflict. The program must be developed to ensure communication is coherent, constructive, and relevant. Collaboration needs to be cohesive and creative so the learner(s) can retain the information better. In case of conflict, a plan has to cover as many scenarios as possible to effectively bring the team or group back to together. Lastly, the program must meet the criteria for the University of Phoenix training policy. In the Williams Institute self-assessment survey I found my tendencies run most toward Obligation and least toward Results. This is true as I believe people have an obligation to respect others and their ideas and beliefs. Ethically this creates a better world of diversity where people can share theories and ideas freely. In business it is the companies who have embraced diversity of thought and creativity with the greatest success and longevity. Apple, Microsoft, Google, General Electric, and many, many others have cultivated diverse workforces. The companies obligation to allow free thinkers the open doors to invest in themselves and take the ideas to the next level have created some of the greatest innovations of the last century. IPod, Windows, Magnetic Resonasence Imaging, etc. have revolutionized the world and greater ideas come every day. These companies fostered teams with fantastic ideas and visions to make them reality.
Communication
Team communication has to be beneficial to the effectiveness of the team. Since the teams will work closely together on various projects, as well as individually, continued contact about the ongoing progress of the project must be available for the members.
Beginning Phases
During the beginning phases of the project or assignment the team needs to be in constant contact, either face-to-face or by video/phone conferences to ensure the flow of information is not broken or miss-communicated. This phase, Forming, needs to be an open dialogue of all the members so ideas and creativity can flow like a flood. The importance of this phase cannot be under emphasized because the team has to understand the scope of the project. Also during this phase the team is learning about each other. Training the members to develop relationships quickly can be difficult because not everyone is an extrovert. Those members who are not used to speaking up or contributing without being asked need to be coached by the leader to share their ideas without fear of hostility or animosity.
Team building behaviors and procedures:
• Emphasize common interests and values.
• Use ceremonies and rituals.
• Use symbols to develop identification with the group.
• Encourage and facilitate social interaction.
• Tell people about group activities and achievements.
• Conduct process analysis sessions.
• Conduct alignment sessions.
• Increase incentives for mutual cooperation. (Yukl, 2006, p. 335)
Other challenges are headstrong members who can and will butt heads on ideas and proposals. These members need to be controlled by the leader in a respectful and authoritive manner to keep order and civility in the team. Developing these leaders can be difficult because human nature can allow leaders become headstrong and power-hungry. A leader of this caliber can destroy a team in a matter of moments. Team members will shut down and not want to participate with a leader that is abusive. By training team leaders to be open to creativity and collaboration can create teams with infinite possibilities. Leadership in team development is critical and must be handled by well trained facilitators.
Cross functional team leadership skills
1. Technical expertise: The leader must be able to communicate about technical matters with team members from diverse functional backgrounds.
2. Cognitive skills: The leader must be able to solve complex problems that require creativity and systems thinking, and must understand how the different functions are relevant to the success of the project.
3. Interpersonal skills: The leader must be able to understand the needs and values of team members, to influence them, resolve conflicts, and build cohesiveness.
4. Project management skills: The leader must be able to plan and organize the project activities, select qualified members of the team, and handle budgeting and financial responsibilities.
5. Political skills: The leader must be able to develop coalitions and gain resources, assistance, and approvals from top management and other relevant parties. (Yukl, 2006, p. 329)
In this example of cross functional team leadership, the chart show the main skills needed for an effective leader. Very rarely are these skills inherent to a person, it is taught through years of team building and training.
Secondary Phases
Storming and Norming are the next phases of a team’s creation that a leader has to control so as the team continues down the path without distractions or tangents. This communication phase has now, hopefully, opened the door to creativity. Ideas and theories should be flowing like a river, focused and following a route to a destination. This is unlike the previous phase where ideas had no set direction or purpose, like a flood. Here is where the leader’s job becomes more like a driver and not the cattle herder of the Forming stage. Training this team to is easier because it has a focus and a foreseeable destination. The leader’s training now switches to collaboration and away from leading. Many leaders have a hard time switching to this phase because he/she has been in control and now that control has to be relinquished to the team so the collaboration phase can continue unhindered. Training the leaders to relish the cohesiveness of the team and not the power of leading the team is imperative to success to teams. Not to say the leader does not and cannot regain that power at a moment’s notice, but to place it in the background until needed.
Collaboration
Collaboration in teams is normally an after effect of the Forming, Storming, and Norming phases of team building. When a team has gone through the building phases it can usually collectively come together and get the ideas and theories hammered out into working molds of the project. In the cases where this did not happen on its own, collaboration needs a jumpstart from the leader.
1. Treat the collaboration as a personal commitment. Its’ (sic) people that make partnerships work.
2. Anticipate that it will take up management time. If you can’t spare the time, don’t start it.
3. Mutual respect and trust are essential. If you don’t trust the people you are negotiating with, forget it.
4. Remember that both partners must get something out of it (money, eventually). Mutual benefit is vital. This will probably mean you’ve got to give something up. Recognize this from the outset.
5. Make sure you tie up a tight legal contract. Don’t put off resolving unpleasant or contentious issues until “later.” Once signed, however, the contract should be put away. If you refer to it, something is wrong with the relationship.
6. Recognize that during the course of a collaboration, circumstances and markets change. Recognize your partner’s problems and be flexible.
7. Make sure that you and your partner have mutual expectations of the collaboration and its time scale. One happy and one unhappy partner is a formula for failure.
8. Get to know your opposite numbers at all levels socially. Friends take longer to fall out.
9. Appreciate that cultures— both geographic and corporate—are different. Don’t expect a partner to act or respond identically to you. Find out the true reason for a particular response.
10. Recognize your partner’s interests and independence.
11. Even if the arrangement is tactical in your eyes, make sure you have corporate approval. Your tactical activity may be a key piece in an overall strategic jigsaw puzzle. With corporate commitment to the partnership, you can act with the positive authority needed in these relationships.
12. Celebrate achievement together. It’s a shared elation, and you’ll have earned it! (Mintzberg, Lampel, Quinn, & Ghoshal, 2003, p. 259)
Although this passage refers to the alliances between companies, a team should have the same ideas and planning in its conception. Clearly defined goals and a contract, of sorts, to outline the ground rules are helpful. Bringing each member together on the same page takes skills in listening and developing relationships. Getting down to the member’s level and finding out what works to motivate the member is essential. This is also the stage where those who are slower in responding can be accidentally left behind and the team can suffer a serious setback. This can cause distrust and/or feelings of dishevel within the team. The left behind member(s) can begin to believe his/her/their ideas and contributions do not matter and begin to disconnect from the team. The other direction is the momentum of the other member(s) is brought to a screeching halt and, possibly, reversed causing exasperation and annoyance. This too will cause the member(s) to disconnect from the team. By keeping the team cohesive and interested the team is destined for success. Team efficacy is important to the future success of the team. It is the management’s job to ensure a team has everything it needs to be successful.
Success breeds success. Teams that have been successful raise their beliefs about future success, which, in turn, motivates them to work harder. What, if anything, can management do to increase team efficacy? Two possible options are helping the team to achieve small successes and providing skill training. Small successes build team confidence. As a team develops an increasingly stronger performance record, it also increases the collective belief that future efforts will lead to success. (Robbins & Judge, 2007, p. 352)
With training in developing relationships, team building, conflict management, and interpersonal skills a team has the best chance possible in succeeding.
Conflict
Conflict within teams is an inevitable truth and has to be controlled in a constructive manner so the team benefits from the differences and diversity of ideas. Without conflict a team is just a train heading nowhere. Someone must come up with an alternate idea or eventually the train will run off a cliff or hit another train. Alternate routes are imperative for a constructive and relevant journey. The team cannot just agree all the time because the conclusion(s) may not be in the best interests of the project. Teaching conflict resolution and constructive criticism is one way to have conflict be a beneficial part of team collaboration.
Conclusion
Once all these areas, communication, collaboration, and conflict are controlled as a positive part of the team building process the team can begin Performing as a cohesive unit with success in its future. Team building training at the University of Phoenix is a vital part of successfully obtaining the mission and goals of the school. Each member of the team must be on-board or the team cannot, or will under extreme duress, succeed. Success of the team increases not just profits for the school but also the personal goals of the team members and the goals of the students completing their education.
University of Phoenix Team Building Training
A team training program for the University of Phoenix must encompass all areas of communication, collaboration, and conflict. The program must be developed to ensure communication is coherent, constructive, and relevant. Collaboration needs to be cohesive and creative so the learner(s) can retain the information better. In case of conflict, a plan has to cover as many scenarios as possible to effectively bring the team or group back to together. Lastly, the program must meet the criteria for the University of Phoenix training policy. In the Williams Institute self-assessment survey I found my tendencies run most toward Obligation and least toward Results. This is true as I believe people have an obligation to respect others and their ideas and beliefs. Ethically this creates a better world of diversity where people can share theories and ideas freely. In business it is the companies who have embraced diversity of thought and creativity with the greatest success and longevity. Apple, Microsoft, Google, General Electric, and many, many others have cultivated diverse workforces. The companies obligation to allow free thinkers the open doors to invest in themselves and take the ideas to the next level have created some of the greatest innovations of the last century. IPod, Windows, Magnetic Resonasence Imaging, etc. have revolutionized the world and greater ideas come every day. These companies fostered teams with fantastic ideas and visions to make them reality.
Communication
Team communication has to be beneficial to the effectiveness of the team. Since the teams will work closely together on various projects, as well as individually, continued contact about the ongoing progress of the project must be available for the members.
Beginning Phases
During the beginning phases of the project or assignment the team needs to be in constant contact, either face-to-face or by video/phone conferences to ensure the flow of information is not broken or miss-communicated. This phase, Forming, needs to be an open dialogue of all the members so ideas and creativity can flow like a flood. The importance of this phase cannot be under emphasized because the team has to understand the scope of the project. Also during this phase the team is learning about each other. Training the members to develop relationships quickly can be difficult because not everyone is an extrovert. Those members who are not used to speaking up or contributing without being asked need to be coached by the leader to share their ideas without fear of hostility or animosity.
Team building behaviors and procedures:
• Emphasize common interests and values.
• Use ceremonies and rituals.
• Use symbols to develop identification with the group.
• Encourage and facilitate social interaction.
• Tell people about group activities and achievements.
• Conduct process analysis sessions.
• Conduct alignment sessions.
• Increase incentives for mutual cooperation. (Yukl, 2006, p. 335)
Other challenges are headstrong members who can and will butt heads on ideas and proposals. These members need to be controlled by the leader in a respectful and authoritive manner to keep order and civility in the team. Developing these leaders can be difficult because human nature can allow leaders become headstrong and power-hungry. A leader of this caliber can destroy a team in a matter of moments. Team members will shut down and not want to participate with a leader that is abusive. By training team leaders to be open to creativity and collaboration can create teams with infinite possibilities. Leadership in team development is critical and must be handled by well trained facilitators.
Cross functional team leadership skills
1. Technical expertise: The leader must be able to communicate about technical matters with team members from diverse functional backgrounds.
2. Cognitive skills: The leader must be able to solve complex problems that require creativity and systems thinking, and must understand how the different functions are relevant to the success of the project.
3. Interpersonal skills: The leader must be able to understand the needs and values of team members, to influence them, resolve conflicts, and build cohesiveness.
4. Project management skills: The leader must be able to plan and organize the project activities, select qualified members of the team, and handle budgeting and financial responsibilities.
5. Political skills: The leader must be able to develop coalitions and gain resources, assistance, and approvals from top management and other relevant parties. (Yukl, 2006, p. 329)
In this example of cross functional team leadership, the chart show the main skills needed for an effective leader. Very rarely are these skills inherent to a person, it is taught through years of team building and training.
Secondary Phases
Storming and Norming are the next phases of a team’s creation that a leader has to control so as the team continues down the path without distractions or tangents. This communication phase has now, hopefully, opened the door to creativity. Ideas and theories should be flowing like a river, focused and following a route to a destination. This is unlike the previous phase where ideas had no set direction or purpose, like a flood. Here is where the leader’s job becomes more like a driver and not the cattle herder of the Forming stage. Training this team to is easier because it has a focus and a foreseeable destination. The leader’s training now switches to collaboration and away from leading. Many leaders have a hard time switching to this phase because he/she has been in control and now that control has to be relinquished to the team so the collaboration phase can continue unhindered. Training the leaders to relish the cohesiveness of the team and not the power of leading the team is imperative to success to teams. Not to say the leader does not and cannot regain that power at a moment’s notice, but to place it in the background until needed.
Collaboration
Collaboration in teams is normally an after effect of the Forming, Storming, and Norming phases of team building. When a team has gone through the building phases it can usually collectively come together and get the ideas and theories hammered out into working molds of the project. In the cases where this did not happen on its own, collaboration needs a jumpstart from the leader.
1. Treat the collaboration as a personal commitment. Its’ (sic) people that make partnerships work.
2. Anticipate that it will take up management time. If you can’t spare the time, don’t start it.
3. Mutual respect and trust are essential. If you don’t trust the people you are negotiating with, forget it.
4. Remember that both partners must get something out of it (money, eventually). Mutual benefit is vital. This will probably mean you’ve got to give something up. Recognize this from the outset.
5. Make sure you tie up a tight legal contract. Don’t put off resolving unpleasant or contentious issues until “later.” Once signed, however, the contract should be put away. If you refer to it, something is wrong with the relationship.
6. Recognize that during the course of a collaboration, circumstances and markets change. Recognize your partner’s problems and be flexible.
7. Make sure that you and your partner have mutual expectations of the collaboration and its time scale. One happy and one unhappy partner is a formula for failure.
8. Get to know your opposite numbers at all levels socially. Friends take longer to fall out.
9. Appreciate that cultures— both geographic and corporate—are different. Don’t expect a partner to act or respond identically to you. Find out the true reason for a particular response.
10. Recognize your partner’s interests and independence.
11. Even if the arrangement is tactical in your eyes, make sure you have corporate approval. Your tactical activity may be a key piece in an overall strategic jigsaw puzzle. With corporate commitment to the partnership, you can act with the positive authority needed in these relationships.
12. Celebrate achievement together. It’s a shared elation, and you’ll have earned it! (Mintzberg, Lampel, Quinn, & Ghoshal, 2003, p. 259)
Although this passage refers to the alliances between companies, a team should have the same ideas and planning in its conception. Clearly defined goals and a contract, of sorts, to outline the ground rules are helpful. Bringing each member together on the same page takes skills in listening and developing relationships. Getting down to the member’s level and finding out what works to motivate the member is essential. This is also the stage where those who are slower in responding can be accidentally left behind and the team can suffer a serious setback. This can cause distrust and/or feelings of dishevel within the team. The left behind member(s) can begin to believe his/her/their ideas and contributions do not matter and begin to disconnect from the team. The other direction is the momentum of the other member(s) is brought to a screeching halt and, possibly, reversed causing exasperation and annoyance. This too will cause the member(s) to disconnect from the team. By keeping the team cohesive and interested the team is destined for success. Team efficacy is important to the future success of the team. It is the management’s job to ensure a team has everything it needs to be successful.
Success breeds success. Teams that have been successful raise their beliefs about future success, which, in turn, motivates them to work harder. What, if anything, can management do to increase team efficacy? Two possible options are helping the team to achieve small successes and providing skill training. Small successes build team confidence. As a team develops an increasingly stronger performance record, it also increases the collective belief that future efforts will lead to success. (Robbins & Judge, 2007, p. 352)
With training in developing relationships, team building, conflict management, and interpersonal skills a team has the best chance possible in succeeding.
Conflict
Conflict within teams is an inevitable truth and has to be controlled in a constructive manner so the team benefits from the differences and diversity of ideas. Without conflict a team is just a train heading nowhere. Someone must come up with an alternate idea or eventually the train will run off a cliff or hit another train. Alternate routes are imperative for a constructive and relevant journey. The team cannot just agree all the time because the conclusion(s) may not be in the best interests of the project. Teaching conflict resolution and constructive criticism is one way to have conflict be a beneficial part of team collaboration.
Conclusion
Once all these areas, communication, collaboration, and conflict are controlled as a positive part of the team building process the team can begin Performing as a cohesive unit with success in its future. Team building training at the University of Phoenix is a vital part of successfully obtaining the mission and goals of the school. Each member of the team must be on-board or the team cannot, or will under extreme duress, succeed. Success of the team increases not just profits for the school but also the personal goals of the team members and the goals of the students completing their education.
Leadership Style Self-Assessment
If you have never taken a self-assessment test in any form, I highly recommend you do in the near future. I found out a great deal of information in my personal style of leadership.
Leadership Style
Leadership has many different facets which cannot be detailed sufficiently under a one-size-fits-all umbrella. Many phases must be assessed to accurately paint a picture of what makes a great leader and the style in which the person projects. In different settings and situations a leader must adapt and change his/her style to achieve the best results. Truly great leaders can mold and metamorphosis to the situation.
Self Assessment Test Results
After completing the self assessment tests on the Materials page of the University of Phoenix student website I found my style of leadership reflects an accurate portrait as I see myself. I have always felt I am a good leader and care about the success of, not only myself but, my team and subordinates. My test results reinforced this self confidence. I am trusting but not gullible or naive. I enforce the rules and regulations, I or the team have set forth, but I am not a slave driver. The satisfaction of my team and subordinates is important but not at the expense of the project or company. I emphasize training and learning along with developing skills to help each member grow as a person and an employee. The assessment indicates I am high in the area of task-oriented personality type but, although to a lesser extent, I am people-oriented. This means I expect the very best an employee can give me but I am sensitive to the needs of the team also. I am not an autocratic leader. I feel people are the most important cog in the wheel of business. Without a talented workforce a company is doomed to mediocrity if not failure. A talented workforce must have an equally talented leadership team to guide the company. Employee satisfaction is an important aspect for recruiting and retaining these talented individuals. In the category of team building I scored a 108, on a scale of 18 to 108 (95+ being the top quartile), indicating I am a good team builder and leader. Being in the top percentile of this assessment proves, to me at least, I have the characteristics companies look for in managers and leaders.
Leadership Theories
According to Gary Yukl in Leadership in Organizations (2006) many of the theories are either leader based or follower based. I think that a good leader is a support structure for his/her subordinates. I was taught by a former manager, who was an excellent leader and motivator, that a leader is first and foremost a support structure for the workers. He always said “a salaried person in the company is merely a drain on the payroll” (personal correspondence, n.d.). His theory was that any person that did not produce a product or provide a service that brought a profit to the company was a drain on the company. In the automotive business commissioned employees (technicians, sales people, etc.) are the producers of the company. They bring in the money. Salaried managers and hourly office personnel only cause the company an expense because they do not produce a sellable product or service. This is why my employees are the backbone of the company. Although the management, office staff, and hourly employees are important, without the technicians, sales people, and other commission only personnel an automotive dealer is not profitable. This situation best aligns with the empowerment theory although some parts of other theories mix in making it very difficult to pinpoint a direct correlation to any one or two theories.
Career Choices
The best jobs for me involve leading people in dynamic areas of corporate business. I feel I am best suited as a corporate board member such as CEO, COO, or Vice President of Operations. I am at my best when making tough decisions, guiding the ship through rough waters so to speak. Leading large teams and putting together demanding projects stimulates me and makes my day worthwhile. Drudgery and monotony are surefire ways to bore me to tears. “In terms of exerting effort at work, there is impressive evidence that people who score high on conscientiousness, extraversion, and emotional stability are likely to be highly motivated employees” (Robbins & Judge, 2007, p. 134).
Leadership Strengths
In my assessment of my leadership style I have come to realize, because I am an extrovert, I am an effective listener. I feel it is important to ask questions of my subordinates and rely on their answers as part of my decision process. They are the ones directly affected by the decisions of change and their concerns and/or ideas can drastically affect the outcome of the change. If the employee(s) are on-board with the change and have had their concerns or ideas taken into account during the change they are more receptive to the end product. If they feel their input is not welcome, or was not taken into consideration, they are more likely to resist the change and many aspects will be affected such as; lower productivity, higher turnover, attrition, lower morale, etc. Too many times companies make changes that affect the lower order of the company without regards to how it will affect them. Sometimes it is not possible to delay and the change must be instituted, but the management should be ready to explain the reasons and show good cause why the changes were installed. I want my team to feel they can come to me and ask me or tell me anything that may be concerning them or ideas they may have to increase or decrease something. They do the work every day, and I trust their expertise. But I also expect when I institute a policy or procedure, or make a change, everyone will follow my instructions to the letter without question or hesitation. I address all questions and concerns as soon as possible but require the changes to be made uninterrupted. I believe I am a fair and consistent leader. I do not hold grudges or single people out because they do not think like I do. Diverse thinking is what makes a company succeed in the marketplace. I take criticism well and rarely take anything personal unless it is a direct attack. My subordinates question me from time to time and I am always open to their input to make business better for them and our customers. They know I make decisions based on what I think customers want or need to bring in more business. They also know I will not make them work for free just to pacify a customer. That balance has made my leader status grow over the years.
Leadership Weaknesses
One weakness I see in myself is when I take too long to make a decision. I like to have all the facts and research in front of me to make an informed decision. In the automotive business hesitation can lead to failure. Customers want the best deal and they want it now! Automotive customers make purchases based on need and availability. If a company is giving a 10% discount on a front-end alignment chances are customers will go to that company before returning to their regular dealer. Or a vendor will have a one-time offer on a product and sell out before I have the chance to check around to make sure I am getting a good deal. This weakness has saved me from haste decisions that could have been disastrous so I take comfort in not always jumping on the first thing I see or hear. Another weakness I have been told I have is I tend to be very straight forward and direct with people. I do not dodge around or make a lot of concessions for feelings. I want people to understand where I stand and then I listen to their part. Customers can be offended by this at times but I am really doing it for their benefit. I never want a customer to misunderstand what I say or do. If something is unclear or vague a customer instantly thinks you are being deceptive. I do not want a customer walking away thinking I was trying to take advantage of, or cheating, them.
Conclusion
Because so many leadership theories exist it is hard to nail down one type that accurately describes me. I have many qualities of each one, but I possess all five of the Big Five leadership traits in key areas such as extrovert, agreeableness, conscientiousness, emotional stability, and openness to experience. Scoring high in all of these areas gives me the right combination of attributes to be an effective leader.
Leadership Style
Leadership has many different facets which cannot be detailed sufficiently under a one-size-fits-all umbrella. Many phases must be assessed to accurately paint a picture of what makes a great leader and the style in which the person projects. In different settings and situations a leader must adapt and change his/her style to achieve the best results. Truly great leaders can mold and metamorphosis to the situation.
Self Assessment Test Results
After completing the self assessment tests on the Materials page of the University of Phoenix student website I found my style of leadership reflects an accurate portrait as I see myself. I have always felt I am a good leader and care about the success of, not only myself but, my team and subordinates. My test results reinforced this self confidence. I am trusting but not gullible or naive. I enforce the rules and regulations, I or the team have set forth, but I am not a slave driver. The satisfaction of my team and subordinates is important but not at the expense of the project or company. I emphasize training and learning along with developing skills to help each member grow as a person and an employee. The assessment indicates I am high in the area of task-oriented personality type but, although to a lesser extent, I am people-oriented. This means I expect the very best an employee can give me but I am sensitive to the needs of the team also. I am not an autocratic leader. I feel people are the most important cog in the wheel of business. Without a talented workforce a company is doomed to mediocrity if not failure. A talented workforce must have an equally talented leadership team to guide the company. Employee satisfaction is an important aspect for recruiting and retaining these talented individuals. In the category of team building I scored a 108, on a scale of 18 to 108 (95+ being the top quartile), indicating I am a good team builder and leader. Being in the top percentile of this assessment proves, to me at least, I have the characteristics companies look for in managers and leaders.
Leadership Theories
According to Gary Yukl in Leadership in Organizations (2006) many of the theories are either leader based or follower based. I think that a good leader is a support structure for his/her subordinates. I was taught by a former manager, who was an excellent leader and motivator, that a leader is first and foremost a support structure for the workers. He always said “a salaried person in the company is merely a drain on the payroll” (personal correspondence, n.d.). His theory was that any person that did not produce a product or provide a service that brought a profit to the company was a drain on the company. In the automotive business commissioned employees (technicians, sales people, etc.) are the producers of the company. They bring in the money. Salaried managers and hourly office personnel only cause the company an expense because they do not produce a sellable product or service. This is why my employees are the backbone of the company. Although the management, office staff, and hourly employees are important, without the technicians, sales people, and other commission only personnel an automotive dealer is not profitable. This situation best aligns with the empowerment theory although some parts of other theories mix in making it very difficult to pinpoint a direct correlation to any one or two theories.
Career Choices
The best jobs for me involve leading people in dynamic areas of corporate business. I feel I am best suited as a corporate board member such as CEO, COO, or Vice President of Operations. I am at my best when making tough decisions, guiding the ship through rough waters so to speak. Leading large teams and putting together demanding projects stimulates me and makes my day worthwhile. Drudgery and monotony are surefire ways to bore me to tears. “In terms of exerting effort at work, there is impressive evidence that people who score high on conscientiousness, extraversion, and emotional stability are likely to be highly motivated employees” (Robbins & Judge, 2007, p. 134).
Leadership Strengths
In my assessment of my leadership style I have come to realize, because I am an extrovert, I am an effective listener. I feel it is important to ask questions of my subordinates and rely on their answers as part of my decision process. They are the ones directly affected by the decisions of change and their concerns and/or ideas can drastically affect the outcome of the change. If the employee(s) are on-board with the change and have had their concerns or ideas taken into account during the change they are more receptive to the end product. If they feel their input is not welcome, or was not taken into consideration, they are more likely to resist the change and many aspects will be affected such as; lower productivity, higher turnover, attrition, lower morale, etc. Too many times companies make changes that affect the lower order of the company without regards to how it will affect them. Sometimes it is not possible to delay and the change must be instituted, but the management should be ready to explain the reasons and show good cause why the changes were installed. I want my team to feel they can come to me and ask me or tell me anything that may be concerning them or ideas they may have to increase or decrease something. They do the work every day, and I trust their expertise. But I also expect when I institute a policy or procedure, or make a change, everyone will follow my instructions to the letter without question or hesitation. I address all questions and concerns as soon as possible but require the changes to be made uninterrupted. I believe I am a fair and consistent leader. I do not hold grudges or single people out because they do not think like I do. Diverse thinking is what makes a company succeed in the marketplace. I take criticism well and rarely take anything personal unless it is a direct attack. My subordinates question me from time to time and I am always open to their input to make business better for them and our customers. They know I make decisions based on what I think customers want or need to bring in more business. They also know I will not make them work for free just to pacify a customer. That balance has made my leader status grow over the years.
Leadership Weaknesses
One weakness I see in myself is when I take too long to make a decision. I like to have all the facts and research in front of me to make an informed decision. In the automotive business hesitation can lead to failure. Customers want the best deal and they want it now! Automotive customers make purchases based on need and availability. If a company is giving a 10% discount on a front-end alignment chances are customers will go to that company before returning to their regular dealer. Or a vendor will have a one-time offer on a product and sell out before I have the chance to check around to make sure I am getting a good deal. This weakness has saved me from haste decisions that could have been disastrous so I take comfort in not always jumping on the first thing I see or hear. Another weakness I have been told I have is I tend to be very straight forward and direct with people. I do not dodge around or make a lot of concessions for feelings. I want people to understand where I stand and then I listen to their part. Customers can be offended by this at times but I am really doing it for their benefit. I never want a customer to misunderstand what I say or do. If something is unclear or vague a customer instantly thinks you are being deceptive. I do not want a customer walking away thinking I was trying to take advantage of, or cheating, them.
Conclusion
Because so many leadership theories exist it is hard to nail down one type that accurately describes me. I have many qualities of each one, but I possess all five of the Big Five leadership traits in key areas such as extrovert, agreeableness, conscientiousness, emotional stability, and openness to experience. Scoring high in all of these areas gives me the right combination of attributes to be an effective leader.
Saturday, January 8, 2011
15th Anniversary of The National Domestic Violence Hotline
I am posting this in recognition of the great work the Hotline has done in the past 15 years. Thousands of victims have been given the start to a new life because of this organization's efforts to educate society about the signs of domestic violence. I hope everyone reads this and takes a long look at his/her relationship and of those he/she loves.
The signs can be subtle so you have to look hard. This article gives some of the things to look for and actions exhibited by victims. DO NOT turn a blind eye to the horrors of domestic violence. It can be embarrassing or scary but if you feel like that imagine how the victims feel. The pain of domestic violence is not always bruises and cuts, but also the emotional scars of low self-esteem, depression, and/or suicidal thoughts. Please help those too scared to help themselves. Many women will resist the help because of the embarrassment that her secret will be visible to the world. Many women believe they will be judged for allowing this to happen and not fighting back. The horror is this belief is mostly true. How many shows have you watched and the victim of a violent relationship continues to stay or go back and your first reaction is "Why is she going back?" or "Why doesn't she just leave?". We are all guilty of it, but through love and trust that wall can be torn down and the healing can begin. A soft word of encouragement can be all that is needed, but some instances a confidential talk where the victim feels safe and her secret will be held in complete confidence is necessary. This is the first step to dealing with the pain and starting the healing process. Having a confidant and outlet is important to the emotional and physical reconstruction of the victim's life. NEVER be judgemental, offer nothing more than an ear to listen and allow the victim to lay her story out for you. Absorb the information and make no effort to fix the problem for now. In time the victim will ask for help, but at this point a place to be safe and release the pain is most important. When the time comes to help the victim she will let you know.
I realize I have used a woman as the victim, and men are victims also, but men rarely report domestic violence. Men feel they are weak and unmanly when threatened with the prospect of opening up about their violent relationship. Men are nearly equal to women when it comes to being a victim of domestic violence in relationships, but approximately only 1 man to 100 women report domestic violence against them. That's 1%! They feel emasculated and vulnerable, two traits men fear more than anything. "A man is strong and can handle anything" is a famous idiom taught to young boys from an early age. "Real men don't cry" and "Real men don't show their feelings" have made men turn their feelings inward and hide the reality of what is happening. Helping a man is very different than I woman because many men can become violent themselves toward the person trying to help them. He will feel his manhood is being questioned or attacked and this can explode in a violent rage meant for the abuser and is released on the person coming to his aid. This is a very delicate situation that even society turns its back on. Society will look at a woman as a victim and a man as an attention getter. "A man can overpower the woman abuser." "He can just walk away." "He's lying." LYING??? Who would lie about being the victim of domestic violence? Why the double standard? Men can be victims too people.
Now on to the article published on www.thehotline.org titled "Love is…knowing the signs of abuse to help yourself or a friend"
"In October we launched The Hotline’s 15th anniversary with the debut of our “Love is” campaign. This campaign is aimed not only at raising awareness to our issue, but also ensuring people know they are not alone and help is available.
One component of raising awareness is ensuring people recognize the signs of domestic violence. Everyone needs to know what it is and how to spot it happening in their lives or in the lives of their friends.
Remember: Domestic violence can be defined as a pattern of behavior in any relationship that is used to gain or maintain power and control over an intimate partner.
Abuse is physical, sexual, emotional, economic or psychological actions or threats of actions that influence another person. This includes any behaviors that frighten, intimidate, terrorize, manipulate, hurt, humiliate, blame, injure or wound someone.
Domestic violence can happen to anyone. It happens to all races, ages, sexual orientation, religion or gender. Is domestic violence something that only happens between married couples? No. While domestic violence does apply to married couples, it can also occur between people who are living together or who are dating.
We hope that by discussing what love is, we can help show what love is not – any form of abuse. Please join us in our campaign by telling us what you believe love is and by remembering these warning signs that you – or someone you know – may be in an abusive situation.
• Your partner humiliates you or puts you down
• Your partner makes you feel bad about yourself
• Your partner controls what you do, who you see, who you talk to, where the money is spent
• Your partner prevents you from getting or keeping a job
• Your partner tells you it is your fault he hurts you and if only you wouldn’t make him act this way
• Your partner uses the children to make you feel guilty or threatens to harm the children if you do not do what he says.
Also, remember we’re always here to talk at 1-800-799-SAFE (7233) and 1-800-787-3224 (TTY). You are not alone. There is hope and there is help."
I hope everyone has enjoyed this article as much as I have. Please look for the signs and be aware of the subtle queues that a victim may be giving you. Good luck and GOD bless everyone.
The signs can be subtle so you have to look hard. This article gives some of the things to look for and actions exhibited by victims. DO NOT turn a blind eye to the horrors of domestic violence. It can be embarrassing or scary but if you feel like that imagine how the victims feel. The pain of domestic violence is not always bruises and cuts, but also the emotional scars of low self-esteem, depression, and/or suicidal thoughts. Please help those too scared to help themselves. Many women will resist the help because of the embarrassment that her secret will be visible to the world. Many women believe they will be judged for allowing this to happen and not fighting back. The horror is this belief is mostly true. How many shows have you watched and the victim of a violent relationship continues to stay or go back and your first reaction is "Why is she going back?" or "Why doesn't she just leave?". We are all guilty of it, but through love and trust that wall can be torn down and the healing can begin. A soft word of encouragement can be all that is needed, but some instances a confidential talk where the victim feels safe and her secret will be held in complete confidence is necessary. This is the first step to dealing with the pain and starting the healing process. Having a confidant and outlet is important to the emotional and physical reconstruction of the victim's life. NEVER be judgemental, offer nothing more than an ear to listen and allow the victim to lay her story out for you. Absorb the information and make no effort to fix the problem for now. In time the victim will ask for help, but at this point a place to be safe and release the pain is most important. When the time comes to help the victim she will let you know.
I realize I have used a woman as the victim, and men are victims also, but men rarely report domestic violence. Men feel they are weak and unmanly when threatened with the prospect of opening up about their violent relationship. Men are nearly equal to women when it comes to being a victim of domestic violence in relationships, but approximately only 1 man to 100 women report domestic violence against them. That's 1%! They feel emasculated and vulnerable, two traits men fear more than anything. "A man is strong and can handle anything" is a famous idiom taught to young boys from an early age. "Real men don't cry" and "Real men don't show their feelings" have made men turn their feelings inward and hide the reality of what is happening. Helping a man is very different than I woman because many men can become violent themselves toward the person trying to help them. He will feel his manhood is being questioned or attacked and this can explode in a violent rage meant for the abuser and is released on the person coming to his aid. This is a very delicate situation that even society turns its back on. Society will look at a woman as a victim and a man as an attention getter. "A man can overpower the woman abuser." "He can just walk away." "He's lying." LYING??? Who would lie about being the victim of domestic violence? Why the double standard? Men can be victims too people.
Now on to the article published on www.thehotline.org titled "Love is…knowing the signs of abuse to help yourself or a friend"
"In October we launched The Hotline’s 15th anniversary with the debut of our “Love is” campaign. This campaign is aimed not only at raising awareness to our issue, but also ensuring people know they are not alone and help is available.
One component of raising awareness is ensuring people recognize the signs of domestic violence. Everyone needs to know what it is and how to spot it happening in their lives or in the lives of their friends.
Remember: Domestic violence can be defined as a pattern of behavior in any relationship that is used to gain or maintain power and control over an intimate partner.
Abuse is physical, sexual, emotional, economic or psychological actions or threats of actions that influence another person. This includes any behaviors that frighten, intimidate, terrorize, manipulate, hurt, humiliate, blame, injure or wound someone.
Domestic violence can happen to anyone. It happens to all races, ages, sexual orientation, religion or gender. Is domestic violence something that only happens between married couples? No. While domestic violence does apply to married couples, it can also occur between people who are living together or who are dating.
We hope that by discussing what love is, we can help show what love is not – any form of abuse. Please join us in our campaign by telling us what you believe love is and by remembering these warning signs that you – or someone you know – may be in an abusive situation.
• Your partner humiliates you or puts you down
• Your partner makes you feel bad about yourself
• Your partner controls what you do, who you see, who you talk to, where the money is spent
• Your partner prevents you from getting or keeping a job
• Your partner tells you it is your fault he hurts you and if only you wouldn’t make him act this way
• Your partner uses the children to make you feel guilty or threatens to harm the children if you do not do what he says.
Also, remember we’re always here to talk at 1-800-799-SAFE (7233) and 1-800-787-3224 (TTY). You are not alone. There is hope and there is help."
I hope everyone has enjoyed this article as much as I have. Please look for the signs and be aware of the subtle queues that a victim may be giving you. Good luck and GOD bless everyone.
Saturday, December 25, 2010
Christmas 2010
Merry Christmas to everyone. Thank you for coming here and checking out my rants, randomness, and rhetoric. I have noticed many things while traveling through this holiday season. Many of the places I have gone and people I have met have wished me a Merry Christmas. I drove through McD's yesterday and the young man taking my order and payment wished me a very Merry Christmas and then the young lady that handed me my order (which was exactly what I ordered, Thank You very much Apache Junction McDonald's) also wished me a Merry Christmas. It is odd how for the last several years we have heard Happy Holidays, Season Greetings, and the like from the media and advertisements from companies. But when you walk into an establishment the people working there most often wish you a Merry Christmas.
I like the thought that people have gone against the grain and shown that the media has not driven Christ out of America and we have given into the minority. I understand this is the land of freedom and all people are welcome to worship their religions on this piece of land our forefathers brought into existence. The very Constitution that allows you to practice your religion states "Congress shall make no law respecting an establishment of religion, or prohibiting the free exercise thereof" and the Declaration of Independence states "All men are created equal, that they are endowed by their Creator with certain inalienable rights, that among these are life, liberty and the pursuit of happiness." This means I have a right to worship anyway I want (within reason) and to say Merry Christmas because I am a Christian and believe Jesus Christ, my Lord and Saviour, my Messiah, was born, lived, and died for me so that one day I may stand before Him and His Father in judgement and be granted entrance into the gracious and loving warmth of His heart and kneel before Him and praise His sacrifice. That same document allows you to say Happy Hanukkah (Chanukah) or Happy Kawanza or any other holiday or non-holiday greeting in response. Please do not feel offended when I say Merry Christmas, because I do not feel offended when you respond in some other way because of your religious beliefs. I cherish the right for all of us to worship freely, or even not to worship at all. That is YOUR choice. Just like the choice you, or your family, made to come to this great land and live a life better than anywhere else on this planet we call the third rock from the Sun. At no time will I tread on your faith because I feel it is beneath me and I would like the same respect. I will judge you by your actions, not by any other means.
I find that in some insistences people have fallen away from the Christian values of Christmas and the commercialization that has taken over has precedence. I find this disheartening at the least. I watch as children line up for Santa Clause with visions of Barbi, XBOX, and/or whatever the latest fad toy or electronic is this year. Parents have lost the tradition of explaining who Saint Nicholas was and why we celebrate his life in the Christmas season. I asked a woman, who happened to be my age, standing in line with her young daughter (6) and son (4), what is the significance of Santa Clause? She explained to me that Santa is the man who, one night a year, flies around the world and delivers toys to all the children of the world. I queried "even Muslim and Hindu children?" She looked at me as if I had just slapped her across the face and told her she was a bad mother (the thought crossed my mind). I told her and her children, with her permission and the assurance it would not scar her brood on the image of Santa Clause, the story of Saint Nicholas. Her children were amazed and even more eager to speak with Santa. She thanked me because the 25 minutes we were standing there flew by without so much as flinch or whine from the kids. Her daughter, who mind you did not want to sit on Santa's lap, broke from her mother's hand when her turn came, raced to Santa, and jumped into his lap. She began to rattle off the story of St. Nicholas to him and state she wanted only one gift, a Barbi of unimaginable spectacle. Before she left she asked him to bring one to an orphan girl for her. Her mother cried because her daughter had never asked for anything less than every toy and gift in the mall without a flicker of care about anyone else (including her younger brother). The woman walked over to me with tears in her eyes and hugged me and wished me a Merry Christmas. As she walked away she smiled and pulled a name off of the Wishing Tree and headed off to purchase a gift for that child. My sons grew up knowing that Christmas stands for more than what you get under the tree. It stands for faith in GOD and Jesus Christ, love for your fellow human, sacrifice of your self, compassion for those less fortunate than you, and celebration of family. If you do one thing this year think of those who have nothing and say a prayer for them. Because we have so much to be thankful for and blessings so abundant that we lose focus of why we celebrate Jesus Christ's birth. Jesus gave the greatest gift he could for us, His life.
One last note, our soldiers are risking their lives all over the world right now. Some have given their lives freely to protect us here at home, to fight those people who would do us harm. There is no greater gift then that, so pray for our troops, police officers, firefighters, and medical personnel today when you sit down with your family. They give without thought of reward.
GOD BLESS each and every one of you. Merry Christmas and all the blessings that come with it. Have a happy and prosperous New Year.
Big Daddy
12/25/2010
I like the thought that people have gone against the grain and shown that the media has not driven Christ out of America and we have given into the minority. I understand this is the land of freedom and all people are welcome to worship their religions on this piece of land our forefathers brought into existence. The very Constitution that allows you to practice your religion states "Congress shall make no law respecting an establishment of religion, or prohibiting the free exercise thereof" and the Declaration of Independence states "All men are created equal, that they are endowed by their Creator with certain inalienable rights, that among these are life, liberty and the pursuit of happiness." This means I have a right to worship anyway I want (within reason) and to say Merry Christmas because I am a Christian and believe Jesus Christ, my Lord and Saviour, my Messiah, was born, lived, and died for me so that one day I may stand before Him and His Father in judgement and be granted entrance into the gracious and loving warmth of His heart and kneel before Him and praise His sacrifice. That same document allows you to say Happy Hanukkah (Chanukah) or Happy Kawanza or any other holiday or non-holiday greeting in response. Please do not feel offended when I say Merry Christmas, because I do not feel offended when you respond in some other way because of your religious beliefs. I cherish the right for all of us to worship freely, or even not to worship at all. That is YOUR choice. Just like the choice you, or your family, made to come to this great land and live a life better than anywhere else on this planet we call the third rock from the Sun. At no time will I tread on your faith because I feel it is beneath me and I would like the same respect. I will judge you by your actions, not by any other means.
I find that in some insistences people have fallen away from the Christian values of Christmas and the commercialization that has taken over has precedence. I find this disheartening at the least. I watch as children line up for Santa Clause with visions of Barbi, XBOX, and/or whatever the latest fad toy or electronic is this year. Parents have lost the tradition of explaining who Saint Nicholas was and why we celebrate his life in the Christmas season. I asked a woman, who happened to be my age, standing in line with her young daughter (6) and son (4), what is the significance of Santa Clause? She explained to me that Santa is the man who, one night a year, flies around the world and delivers toys to all the children of the world. I queried "even Muslim and Hindu children?" She looked at me as if I had just slapped her across the face and told her she was a bad mother (the thought crossed my mind). I told her and her children, with her permission and the assurance it would not scar her brood on the image of Santa Clause, the story of Saint Nicholas. Her children were amazed and even more eager to speak with Santa. She thanked me because the 25 minutes we were standing there flew by without so much as flinch or whine from the kids. Her daughter, who mind you did not want to sit on Santa's lap, broke from her mother's hand when her turn came, raced to Santa, and jumped into his lap. She began to rattle off the story of St. Nicholas to him and state she wanted only one gift, a Barbi of unimaginable spectacle. Before she left she asked him to bring one to an orphan girl for her. Her mother cried because her daughter had never asked for anything less than every toy and gift in the mall without a flicker of care about anyone else (including her younger brother). The woman walked over to me with tears in her eyes and hugged me and wished me a Merry Christmas. As she walked away she smiled and pulled a name off of the Wishing Tree and headed off to purchase a gift for that child. My sons grew up knowing that Christmas stands for more than what you get under the tree. It stands for faith in GOD and Jesus Christ, love for your fellow human, sacrifice of your self, compassion for those less fortunate than you, and celebration of family. If you do one thing this year think of those who have nothing and say a prayer for them. Because we have so much to be thankful for and blessings so abundant that we lose focus of why we celebrate Jesus Christ's birth. Jesus gave the greatest gift he could for us, His life.
One last note, our soldiers are risking their lives all over the world right now. Some have given their lives freely to protect us here at home, to fight those people who would do us harm. There is no greater gift then that, so pray for our troops, police officers, firefighters, and medical personnel today when you sit down with your family. They give without thought of reward.
GOD BLESS each and every one of you. Merry Christmas and all the blessings that come with it. Have a happy and prosperous New Year.
Big Daddy
12/25/2010
Monday, November 8, 2010
Technology in Human Resources
Globalization
Globalization has created several opportunities and challenges for the human resource department (HR) of organizations that wish to participate in the current global environment. The opening of the global market through technology has made it necessary for HR to help organizations establish a competitive edge and make a profit. Today’s human resource department must be a partnership between HR professionals, line managers, and employees (Mani, 2007, p.3). Globalization has opened the doors to worldwide manpower availability and outsourcing of processes. Globalization has created challenges for HR in the area of relocating employees, adhering to local and foreign labor laws, and maintaining strict ethics standards.
Through improvements in technology and the Internet, organizations are able to tap into a pool of job applicants worldwide. Job opening can be placed on corporate websites or through employment agencies and viewed anywhere in the world that has Internet access. Applications and resumes can be collected electronically for ease of collection, reviewing, and storage. HR records and policies can be shared between company locations through a corporate intranet. Technology has helped to streamline the HR system and reduce the number of employees needed corporate wide.
Many companies are joining the trend to outsource processes both domestically and abroad to lower cost and increase profits. Outsourcing can turn into a nightmare if not managed correctly. Human resources is a critical partner in a corporations attempt to outsource processes to capitalize on low cost labor. Human resources can assess the need for additional employees and the types of skills required for these openings. Human resources will be responsible for the training and relocation of employees to foreign assignments. With the move to outsource processes, companies will need to reduce the current workforce. Human resources must be trained in handling the needs of these terminated employees such as counseling, job placement, and further education or training. During mergers and employee downsizing, HR must communicate to the remaining workforce that their jobs are secure and help rebuild the team spirit to maintain production and quality standards.
Relocating employees to domestic or foreign assignments are costly for a company and have a high percentage of failure if not handled correctly. HR needs to play a critical role in the relocation of employees and ultimately the success of the move. Relocation involves many aspects from language barriers; local customs, schooling for children, and family adjustment. An employee who is removed from his or her native country is called an expatriate. To improve the success of an expatriate program, HR must offer training in language, local customs, and family counseling. Families should be sent to the new location on a fact-finding mission to explore the local area and determine if the relocation will work for the entire family not just the employee. Can one imagine the turmoil of removing a teenager from their friends to move to the Ukraine for the next two years? HR should be involved in expatriate compensation and benefits to ensure they match the responsibilities of the assignment. With the opening of the world labor market, the new trend is to seek out potential employees native to the assigned area to eliminate the need for expatriates. Hiring local talent will eliminate the costly expatriate program and increase the potential success of the job applicant to meet the long-term needs of the company.
Human resources management has evolved in to more than just a department that processes employment applications and handles employee complaints. An HR specialist must be knowledgeable in both local and foreign labor laws, business strategies, and human relationships. With the opening of the world labor market, HR must be careful not to discriminate against any applicant for any reason. Not only do corporations need to follow United States labor laws but they must also follow any foreign labor laws that apply in the areas where they employ workers. All HR employees must understand and follow the rules of the Equal Opportunity Employment Act and affirmative act laws. A company’s HR department is responsible for filing required government labor reports and willfully assisting in any government audits.
Ethics is a big topic today with all the reports in the news of corrupt corporate officers. The human resources department is responsible for developing a corporate code of ethics and ethics policies. HR shall provide training on ethics for new and existing employees as required. An ethics hotline should be established where employees could voice their concerns anonymously. As companies move operations to foreign countries, HR needs to establish and enforce strict rules on not negotiating with corrupt government officials. Employees must be taught and monitored not to accept bribes, gifts, or kickbacks.
“The ever-expanding scope of global competition is causing a reexamination of how human resources can best support the rapid pace of business globalization. A shift from traditional and static structural solutions to business challenges must be made to a fluid and evolving dynamic network. A global competitive advantage will depend less on strategic planning inside the corporate head quarters and more on the behavior of employees across all regions of the world” (Pucik, 1996, p. 2).
Diversity
There have been many trends and challenges in human resource management (HRM) over the last few decades; the challenge of diversity has been a substantial factor that has been magnified by the trend of global organizations.
In today’s global environment organizations need to develop a diversity program that truly take advantage of the talents and skills of their global workforce. Diversity is a challenge for human resources management, but successful organizations find a way to capitalize on the talents of a diverse workforce. In the pursuit of successful human resources management, the understanding of diversity is just one part of the equation. The desire to capitalize on the global market, through the use of technology, while embracing the diversity of the workforce to improve efficiencies and remain competitive is a critical and necessary process. The labor market in the United States continues to become more diverse with women and other minorities, so organization need to find a way to embrace the talents and capitalize on the strengths of a diverse workforce. Creating an HRM system that values diversity and challenges the historic culture, is a vital necessity for organizations to become and remain competitive. Corporations that desire to compete in the global economy understand the importance of embracing the values and capitalizing on the strengths of a diverse workforce, which in turn creates a competitive advantage. Not all organizations have learned how to create this competitive advantage. In fact, some organizations have had to learn a painful monetary lesson before implementing a diversity program that embracing the differences in culture. “Nothing like a lawsuit to kick start a diversity program, imagine how much money could have been saved?” (Noe, Hollenbeck, & Gerhert, Wright, 2003).
In a global economy, organizations need to develop diversity programs that encourage the understanding of different cultures, values and contributions. The training and resources needed for these programs need to be monetarily supported by senior management, to ensure future success of the program and the organization. In addition, diversity training needs to occur from the top down, from senior management to entry level personnel. Diversity training should be included in the recruiting process, so the culture of the company will continue to progress regardless of turnover. Successful diversity programs help eliminate discrimination in the recruiting and promoting processes, which creates a healthy and productive working environment. Culture change is more than just lip service; it is a long-term endeavor to create a competitive advantage. Managing a successful diversity program has rewards that stretch beyond the facility walls of the organization, like lower cost due to turnover and the ability to provide world-class goods and services to internal and external customers (Noe, Hollenbeck, & Gerhert, Wright, 2003).
Organizations that compete in international markets have unique needs that affect HRM practices and diversity programs. Having teams working together from around the world with different work schedules, languages, training needs, and cultures, needs a diversity structure that will capitalize on the organizations global strengths, to ensure a competitive advantage. When organizations are considering staffing and recruiting needs, they need to ensure that methods used are without biases against minorities, including any test given to potential employee candidates. A diverse workforce has different values in benefits offered by an organization, some cultures might hold more value in daycare, while other cultures may have a higher regard for some other benefits offered. The landscape of needed employee expertise for modern organizations has changed drastically compared with traditional needs, due to technology, like the explosive use of the computer in all industries within the United States. Historically, mastery of some type of technical skill was the most important factor when addressing a staffing need; today interpersonal skills have a greater value to modern organizations, because this type of strength will give an indication of how well an employee will work with other team members. In modern organization, all technical needs involve the use of a computer, the Internet and the ability to work in a team environment. In addition, most organizations are looking to feel their staffing needs with candidates that have a history of educational and professional achievements, including technical certifications, college degrees and quality management training (TQM). This atmosphere creates a tough job market for individuals seeking employment across the spectrum, because careers requiring college, technical, and QMT training are very competitive markets. So, for those who do not qualify for these opportunities are forced to settle for lower paying jobs. To combat shortfalls in the lack of necessary skills needed to compete globally and create a competitive advantage, some organizations implement training and mentoring strategies, to develop internal resources. To reduce possible future shortfalls in the capabilities of the workforce, some organizations make an effort to hire and train from within. This method can be costly to maintain and ineffective, if a solid training program is not in place and sufficiently support by senior management of the organization is not maintained. There is a wide spectrum of staffing needs from within most organizations, from entry level, to highly trained, educated or technically skilled personnel. So, organizational training needs can vary from basic remedial skills, to advanced technical training. Regardless of training or education, many employees lack the necessary interpersonal skills to successfully work in a team environment and the ability or exposure to diversity in the workplace. Organizations within the United States need to find a method to close the gap between the abilities needed and the abilities available, to compete in a global environment, regardless of well the economy is performing. The companies that have invested in technology to streamline their internal processes, trained and developed their personnel and continue to invest in a quality management training program with continuous improvement methodologies, have and will continue to whether the storm at a greater speed, then their industry competitors (Noe, Hollenbeck, & Gerhert, Wright, 2003).
In conclusion, organizations that invest in quality diversity programs with monetary support and resources from senior management, have a better chance to motivate their workforce by breaking down historic differences and biases of a diverse workforce. Investing in training programs that help employees learn how to work with diversity is a key element for successful organizations. To ensure success in the global environment organizations that work with partners or customers around the world, need to implement a diversity program that involves training on differences and similarities. Global organizations have employees of different ethnicity's, cultures and beliefs, so finding a method that will capitalize on these global strengths is the difference between success and failure. Companies must implement a diversity strategy coupled with a quality program that creates a holistic approach to the programs of the organizations environment, is paramount to achieving the organizational goals.
Technology
Many new technological trends in human resource management have come into usage within the last decade. These innovations have allowed HR professionals to better handle the vast amount of information under their supervision. Other advances have made connecting to employees and resources much easier and quicker. The unfortunate reality is that these advances have been in use, in other sectors of business, for more than twenty years. It seems human resources as a part of the business model has been placed on the back burner, so to speak, and left out of the technologically advancing market. Companies continue to rely on outdated methods to recruit, train, and employ workers. These mistakes are the reason companies cannot recruit well trained and competent employees, or the company spends vast amounts of capital to acquire and train individuals only to lose him/her to another company. Employee turnover costs companies hundreds of thousands of dollars a year because the company under pays, lacks stable benefits, or digresses in outdated policies that hamper or discourage growth and/or commitment. By introducing new and radical ideas to HR management the company can out grow the competition by acquiring top performers in the industry, developing a benefits package that both the company and the employee can be comfortable with and cutting attrition rates to keep talent in the company.
Advances in human resource information management systems (HRIS) have grown by leaps and bounds in the last ten years. Many HR gurus believe no other technological achievement has helped the industry as much as HRIS advancements. “I see three major developments: (1) multi-tenancy architectural design in software, which is the key architectural enabler of software as a service as well as cost-effective HRM BPO; (2) web services architecture, a.k.a. SOA, which holds the promise of greater long-term flexibility as well as greater implementation ease, therefore of lower total cost of ownership; and (3) intelligent self-service, which combines traditional transactions with the content (i.e., business rules, policy information, analytics, etc.) needed to ensure complete and correct transactions while reducing demands for customer contact. When these are combined, as they have been and are being done by leaders in HRM BPO (because they must do so to provide effective and efficient services), the results are improved business benefits at reduced TCO” (Bloom, 2006). Human resources information systems are growing into vast databases of potential treasures or abysses of peril and doom. Potential, current, and former employees of the company have information stored in these databases. The system is a wondrous world of money making opportunity for the company if the cards are played right. It is up to the HR administrator to sift through the rocks and pull out the diamond. The proper training and development of this professional will give the company a better chance of pulling out the diamond.
When asked what the most important technological trend has been in her career, Linda Lausten, human resources director for Power Chevrolet, Inc., replied, “my Blackberry. I take it everywhere. It keeps me in contact with everyone whether by phone, text, or email” (Lausten, 2008). By keeping her Blackberry with her at all times Linda can communicate no matter where she is or goes. If management needs her help she can get the information and begin a search or development of a plan right away. The Blackberry is connected to her computer database so she can access any information needed even off-site. This could be helpful if a worker hurts him or herself outside of normal business hours. Laptop computers have also become more powerful and lighter weight allowing associates to take them on the road with all the important information right at their finger tips.
Excluding the Blackberry, cellular phones have made staying in contact with the business easier. Emergencies happen and if no one is available to explain proper procedure the chances of the wrong procedure being followed increases. This can open the company to liability unnecessarily. Cellular phones began as bulky, awkward bricks weighing 3-4 pounds. Now cellular phones are as small as a pocket watch. Cell phones may seem more powerful than previous models but that really comes from better circuitry and design in the addition to a huge network of towers and repeaters to bounce the signal around the world. The communication allows people to converse around the world in seconds, inside buildings, on airplanes, and even on the oceans. Many cell phones have many of the same features as the Blackberry including web access, calendars, and Email.
All the advances in technology have given new life to identity theft and hackers breaking into confidential files. Companies have had to beef up security measures to ensure employee information is kept safe. Human resource personnel must be diligent in their quest for security. Laptop computers are virtually the most vulnerable to hacking due to the mobility factor and unsecured Internet connections. Laptops are also vulnerable to theft if left unattended for more than a split second. This allows thieves to have absolute access to not only personal information but also confidential company data that may cause huge problems in the wrong hands. Electronic mail also poses a threat with worm, Trojan, and spyware being transmitted every day through innocent looking emails. Companies have an obligation to keep employee information confidential and privacy issues have been an increasing problem in the recent past. Many credit card companies have had information stolen due to lacking security programs. Internet and Intranet security from many manufacturers, such as Norton and MacAfee, help keep networks secure and private information safe. This cost is substantial but what is the privacy of your employees and customers worth? It will cost multiple times more if the information is stolen and misused while in the care of the corporation. “Today, organizations are asking their HR departments for innovative approaches and solutions to improve productivity and the quality of work life while complying with the law in an environment of high uncertainty, energy conservation, and intense international competition” (Mani, 2007, p. 6).
Globalization has created several opportunities and challenges for the human resource department (HR) of organizations that wish to participate in the current global environment. The opening of the global market through technology has made it necessary for HR to help organizations establish a competitive edge and make a profit. Today’s human resource department must be a partnership between HR professionals, line managers, and employees (Mani, 2007, p.3). Globalization has opened the doors to worldwide manpower availability and outsourcing of processes. Globalization has created challenges for HR in the area of relocating employees, adhering to local and foreign labor laws, and maintaining strict ethics standards.
Through improvements in technology and the Internet, organizations are able to tap into a pool of job applicants worldwide. Job opening can be placed on corporate websites or through employment agencies and viewed anywhere in the world that has Internet access. Applications and resumes can be collected electronically for ease of collection, reviewing, and storage. HR records and policies can be shared between company locations through a corporate intranet. Technology has helped to streamline the HR system and reduce the number of employees needed corporate wide.
Many companies are joining the trend to outsource processes both domestically and abroad to lower cost and increase profits. Outsourcing can turn into a nightmare if not managed correctly. Human resources is a critical partner in a corporations attempt to outsource processes to capitalize on low cost labor. Human resources can assess the need for additional employees and the types of skills required for these openings. Human resources will be responsible for the training and relocation of employees to foreign assignments. With the move to outsource processes, companies will need to reduce the current workforce. Human resources must be trained in handling the needs of these terminated employees such as counseling, job placement, and further education or training. During mergers and employee downsizing, HR must communicate to the remaining workforce that their jobs are secure and help rebuild the team spirit to maintain production and quality standards.
Relocating employees to domestic or foreign assignments are costly for a company and have a high percentage of failure if not handled correctly. HR needs to play a critical role in the relocation of employees and ultimately the success of the move. Relocation involves many aspects from language barriers; local customs, schooling for children, and family adjustment. An employee who is removed from his or her native country is called an expatriate. To improve the success of an expatriate program, HR must offer training in language, local customs, and family counseling. Families should be sent to the new location on a fact-finding mission to explore the local area and determine if the relocation will work for the entire family not just the employee. Can one imagine the turmoil of removing a teenager from their friends to move to the Ukraine for the next two years? HR should be involved in expatriate compensation and benefits to ensure they match the responsibilities of the assignment. With the opening of the world labor market, the new trend is to seek out potential employees native to the assigned area to eliminate the need for expatriates. Hiring local talent will eliminate the costly expatriate program and increase the potential success of the job applicant to meet the long-term needs of the company.
Human resources management has evolved in to more than just a department that processes employment applications and handles employee complaints. An HR specialist must be knowledgeable in both local and foreign labor laws, business strategies, and human relationships. With the opening of the world labor market, HR must be careful not to discriminate against any applicant for any reason. Not only do corporations need to follow United States labor laws but they must also follow any foreign labor laws that apply in the areas where they employ workers. All HR employees must understand and follow the rules of the Equal Opportunity Employment Act and affirmative act laws. A company’s HR department is responsible for filing required government labor reports and willfully assisting in any government audits.
Ethics is a big topic today with all the reports in the news of corrupt corporate officers. The human resources department is responsible for developing a corporate code of ethics and ethics policies. HR shall provide training on ethics for new and existing employees as required. An ethics hotline should be established where employees could voice their concerns anonymously. As companies move operations to foreign countries, HR needs to establish and enforce strict rules on not negotiating with corrupt government officials. Employees must be taught and monitored not to accept bribes, gifts, or kickbacks.
“The ever-expanding scope of global competition is causing a reexamination of how human resources can best support the rapid pace of business globalization. A shift from traditional and static structural solutions to business challenges must be made to a fluid and evolving dynamic network. A global competitive advantage will depend less on strategic planning inside the corporate head quarters and more on the behavior of employees across all regions of the world” (Pucik, 1996, p. 2).
Diversity
There have been many trends and challenges in human resource management (HRM) over the last few decades; the challenge of diversity has been a substantial factor that has been magnified by the trend of global organizations.
In today’s global environment organizations need to develop a diversity program that truly take advantage of the talents and skills of their global workforce. Diversity is a challenge for human resources management, but successful organizations find a way to capitalize on the talents of a diverse workforce. In the pursuit of successful human resources management, the understanding of diversity is just one part of the equation. The desire to capitalize on the global market, through the use of technology, while embracing the diversity of the workforce to improve efficiencies and remain competitive is a critical and necessary process. The labor market in the United States continues to become more diverse with women and other minorities, so organization need to find a way to embrace the talents and capitalize on the strengths of a diverse workforce. Creating an HRM system that values diversity and challenges the historic culture, is a vital necessity for organizations to become and remain competitive. Corporations that desire to compete in the global economy understand the importance of embracing the values and capitalizing on the strengths of a diverse workforce, which in turn creates a competitive advantage. Not all organizations have learned how to create this competitive advantage. In fact, some organizations have had to learn a painful monetary lesson before implementing a diversity program that embracing the differences in culture. “Nothing like a lawsuit to kick start a diversity program, imagine how much money could have been saved?” (Noe, Hollenbeck, & Gerhert, Wright, 2003).
In a global economy, organizations need to develop diversity programs that encourage the understanding of different cultures, values and contributions. The training and resources needed for these programs need to be monetarily supported by senior management, to ensure future success of the program and the organization. In addition, diversity training needs to occur from the top down, from senior management to entry level personnel. Diversity training should be included in the recruiting process, so the culture of the company will continue to progress regardless of turnover. Successful diversity programs help eliminate discrimination in the recruiting and promoting processes, which creates a healthy and productive working environment. Culture change is more than just lip service; it is a long-term endeavor to create a competitive advantage. Managing a successful diversity program has rewards that stretch beyond the facility walls of the organization, like lower cost due to turnover and the ability to provide world-class goods and services to internal and external customers (Noe, Hollenbeck, & Gerhert, Wright, 2003).
Organizations that compete in international markets have unique needs that affect HRM practices and diversity programs. Having teams working together from around the world with different work schedules, languages, training needs, and cultures, needs a diversity structure that will capitalize on the organizations global strengths, to ensure a competitive advantage. When organizations are considering staffing and recruiting needs, they need to ensure that methods used are without biases against minorities, including any test given to potential employee candidates. A diverse workforce has different values in benefits offered by an organization, some cultures might hold more value in daycare, while other cultures may have a higher regard for some other benefits offered. The landscape of needed employee expertise for modern organizations has changed drastically compared with traditional needs, due to technology, like the explosive use of the computer in all industries within the United States. Historically, mastery of some type of technical skill was the most important factor when addressing a staffing need; today interpersonal skills have a greater value to modern organizations, because this type of strength will give an indication of how well an employee will work with other team members. In modern organization, all technical needs involve the use of a computer, the Internet and the ability to work in a team environment. In addition, most organizations are looking to feel their staffing needs with candidates that have a history of educational and professional achievements, including technical certifications, college degrees and quality management training (TQM). This atmosphere creates a tough job market for individuals seeking employment across the spectrum, because careers requiring college, technical, and QMT training are very competitive markets. So, for those who do not qualify for these opportunities are forced to settle for lower paying jobs. To combat shortfalls in the lack of necessary skills needed to compete globally and create a competitive advantage, some organizations implement training and mentoring strategies, to develop internal resources. To reduce possible future shortfalls in the capabilities of the workforce, some organizations make an effort to hire and train from within. This method can be costly to maintain and ineffective, if a solid training program is not in place and sufficiently support by senior management of the organization is not maintained. There is a wide spectrum of staffing needs from within most organizations, from entry level, to highly trained, educated or technically skilled personnel. So, organizational training needs can vary from basic remedial skills, to advanced technical training. Regardless of training or education, many employees lack the necessary interpersonal skills to successfully work in a team environment and the ability or exposure to diversity in the workplace. Organizations within the United States need to find a method to close the gap between the abilities needed and the abilities available, to compete in a global environment, regardless of well the economy is performing. The companies that have invested in technology to streamline their internal processes, trained and developed their personnel and continue to invest in a quality management training program with continuous improvement methodologies, have and will continue to whether the storm at a greater speed, then their industry competitors (Noe, Hollenbeck, & Gerhert, Wright, 2003).
In conclusion, organizations that invest in quality diversity programs with monetary support and resources from senior management, have a better chance to motivate their workforce by breaking down historic differences and biases of a diverse workforce. Investing in training programs that help employees learn how to work with diversity is a key element for successful organizations. To ensure success in the global environment organizations that work with partners or customers around the world, need to implement a diversity program that involves training on differences and similarities. Global organizations have employees of different ethnicity's, cultures and beliefs, so finding a method that will capitalize on these global strengths is the difference between success and failure. Companies must implement a diversity strategy coupled with a quality program that creates a holistic approach to the programs of the organizations environment, is paramount to achieving the organizational goals.
Technology
Many new technological trends in human resource management have come into usage within the last decade. These innovations have allowed HR professionals to better handle the vast amount of information under their supervision. Other advances have made connecting to employees and resources much easier and quicker. The unfortunate reality is that these advances have been in use, in other sectors of business, for more than twenty years. It seems human resources as a part of the business model has been placed on the back burner, so to speak, and left out of the technologically advancing market. Companies continue to rely on outdated methods to recruit, train, and employ workers. These mistakes are the reason companies cannot recruit well trained and competent employees, or the company spends vast amounts of capital to acquire and train individuals only to lose him/her to another company. Employee turnover costs companies hundreds of thousands of dollars a year because the company under pays, lacks stable benefits, or digresses in outdated policies that hamper or discourage growth and/or commitment. By introducing new and radical ideas to HR management the company can out grow the competition by acquiring top performers in the industry, developing a benefits package that both the company and the employee can be comfortable with and cutting attrition rates to keep talent in the company.
Advances in human resource information management systems (HRIS) have grown by leaps and bounds in the last ten years. Many HR gurus believe no other technological achievement has helped the industry as much as HRIS advancements. “I see three major developments: (1) multi-tenancy architectural design in software, which is the key architectural enabler of software as a service as well as cost-effective HRM BPO; (2) web services architecture, a.k.a. SOA, which holds the promise of greater long-term flexibility as well as greater implementation ease, therefore of lower total cost of ownership; and (3) intelligent self-service, which combines traditional transactions with the content (i.e., business rules, policy information, analytics, etc.) needed to ensure complete and correct transactions while reducing demands for customer contact. When these are combined, as they have been and are being done by leaders in HRM BPO (because they must do so to provide effective and efficient services), the results are improved business benefits at reduced TCO” (Bloom, 2006). Human resources information systems are growing into vast databases of potential treasures or abysses of peril and doom. Potential, current, and former employees of the company have information stored in these databases. The system is a wondrous world of money making opportunity for the company if the cards are played right. It is up to the HR administrator to sift through the rocks and pull out the diamond. The proper training and development of this professional will give the company a better chance of pulling out the diamond.
When asked what the most important technological trend has been in her career, Linda Lausten, human resources director for Power Chevrolet, Inc., replied, “my Blackberry. I take it everywhere. It keeps me in contact with everyone whether by phone, text, or email” (Lausten, 2008). By keeping her Blackberry with her at all times Linda can communicate no matter where she is or goes. If management needs her help she can get the information and begin a search or development of a plan right away. The Blackberry is connected to her computer database so she can access any information needed even off-site. This could be helpful if a worker hurts him or herself outside of normal business hours. Laptop computers have also become more powerful and lighter weight allowing associates to take them on the road with all the important information right at their finger tips.
Excluding the Blackberry, cellular phones have made staying in contact with the business easier. Emergencies happen and if no one is available to explain proper procedure the chances of the wrong procedure being followed increases. This can open the company to liability unnecessarily. Cellular phones began as bulky, awkward bricks weighing 3-4 pounds. Now cellular phones are as small as a pocket watch. Cell phones may seem more powerful than previous models but that really comes from better circuitry and design in the addition to a huge network of towers and repeaters to bounce the signal around the world. The communication allows people to converse around the world in seconds, inside buildings, on airplanes, and even on the oceans. Many cell phones have many of the same features as the Blackberry including web access, calendars, and Email.
All the advances in technology have given new life to identity theft and hackers breaking into confidential files. Companies have had to beef up security measures to ensure employee information is kept safe. Human resource personnel must be diligent in their quest for security. Laptop computers are virtually the most vulnerable to hacking due to the mobility factor and unsecured Internet connections. Laptops are also vulnerable to theft if left unattended for more than a split second. This allows thieves to have absolute access to not only personal information but also confidential company data that may cause huge problems in the wrong hands. Electronic mail also poses a threat with worm, Trojan, and spyware being transmitted every day through innocent looking emails. Companies have an obligation to keep employee information confidential and privacy issues have been an increasing problem in the recent past. Many credit card companies have had information stolen due to lacking security programs. Internet and Intranet security from many manufacturers, such as Norton and MacAfee, help keep networks secure and private information safe. This cost is substantial but what is the privacy of your employees and customers worth? It will cost multiple times more if the information is stolen and misused while in the care of the corporation. “Today, organizations are asking their HR departments for innovative approaches and solutions to improve productivity and the quality of work life while complying with the law in an environment of high uncertainty, energy conservation, and intense international competition” (Mani, 2007, p. 6).
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