Conversations to Improve Business Results
Every idea begins as an internal conversation and moves outward toward manifestation through the medium of conversation. Most of our working day is spent in conversation, translating desires into words we communicate, clarify, challenge, develop, choose, commit to, and act upon.
Most conversation just happens. Are you listening to the conversations going on around you? Are they working?
Knowing how to effectively address the way you manage these five conversations can provide immediate leverage to improve business results.
Choosing Joy at Work
Happy workers produce more. Joy doesn’t take a lot of time or cost much money. Such a deal!
Choosing Joy at Work changes the way we think about work. Unfortunately, early in life we learn to associate work with pain, suffering, and a loss of power. It’s time for a change. Based on the book Choosing Joy at Work, we help you guide workers in any box on the org chart to take their next step towards freedom and joy by exercising their personal power on Monday.
Conversation Marketing that WORKS
Marketing is a giant ongoing conversation with your customers, with concrete steps to be managed and tools you probably use.
Customers are hungry for meaningful conversation and struggle to find the information they need to make informed decisions. Although most businesses struggle with marketing, business leaders speak passionately about their work. These facts provide the key to a huge marketing opportunity.
Every conversation begins with an interruption. Learn how to interrupt in ways consistent with your product or service, and your personality. From there, we’ll guide you to provide value quickly, ask for permission, and maintain, grow, and repair the conversation.
Employee Appraisals that WORK
Learn ways to foster ongoing conversations about work that lead to improved organizational performance.
Studies repeatedly demonstrate employee appraisals are ineffective and cause undesirable results. Why do we do keep doing them? What assumptions about people and work underlie employee appraisals? What is the real goal of employee appraisals? How do we accomplish that?
We’ll guide you to use simple tools to manage employee improvement, coaching and guidance, feedback and communication, the compensation conversation, staffing decisions and professional development, and termination and legal issues.
In the process, you’ll help your people understand and access the knowledge and information that influences decisions about their pay, promotion, status, and future. Your employees will act as healthy adults, responsible for their own morale, performance, and development, with and without support from the organization.
Customer Surveys that WORK
Set up employees to own the conversation with customers, discover their real expectations, monitor results, and recover from breakdowns.
“I’m not calling our customers! I wouldn’t know what to say. What if there are problems with our service?!”
When it comes to customer surveys, too often business leaders hide behind a lack of formal knowledge about statistics. Worse yet, we’re afraid of what we’ll find – and overwhelmed by the thought of following up on what we uncover. We’ll guide you unravel these fears and take positive steps toward improving your relationships with your customers and your employees.
We’ll help you adapt simple models and tools to involve employees in initiating and managing conversations with customers, including ways to identify critical customer expectations, measure how you’re doing in these areas, and generate and manage specific follow-up actions.
Process Documentation that WORKS
Simple ways for employees to document and own business processes that improves work results, fosters better communication, and increases the value of your business.
Seeing work as a series of processes lets us use powerful tools to help in these areas:
- Standardize work so it gets done the same way every time
- Make work predictable so we can make commitments to our customers
- Measure how well work is being done
- Test ideas about ways to do work better
- Train and retrain workers
- Keep work from falling in the cracks
Once we’re in action to improve our business, these tools help us understand what’s working and what’s not working, and what to do next.
For this reason, the opening move in the process game is process documentation. Using simple models for process documentation, we’ll help you involve your team in setting up continuous improvement.