JJ's Tips in this issue:
1. Giving, Receiving AND Influencing
2. Change of Subject Line Feedback
3. JJ's Favorite Quotes
4. Tele-Coaching & Tele-Mentoring
Use the following tips as training tools.
Present the problem to your group and brainstorm solutions together, or submit your own
situation question to be answered in an upcoming newsletter.
A reader wrote: With all the economic problems and layoffs we've faced in our company this
year, many of the people who work for me are stressed with bigger workloads and limited
time and funds this holiday season. How can I help them feel better about their situation
so they can enjoy this wonderful
time of the year?
As the leader of a company, division or department, one of your most important
responsibilities is to be a positive influence on the people around you.
The holiday season is supposed to be the happiest time of the year according to the songs
on the radio. It's also a very reflective time of looking back at the changes that have
occurred, both good and bad, and the challenges that had to be faced. Losses of headcount,
jobs, money, health, loved ones, family, etc. can cause depression instead of joy and
Your influence can help others around you reflect on the things they do have now, and
create the dreams of a better tomorrow, starting with the end of the year holidays.
All you have to do is think back to Thanksgiving a few weeks ago and remember what you
gave thanks for with your family all around you.
Hopefully you did as we did this year. One by one we went around the table of fourteen,
and each person said what they were thankful for that day. It became very apparent where
each person's focus was as we looked back at this last year in their lives. The small
children were thankful for their toys, but everyone else mentioned those they loved, their
health, jobs, new beginnings, etc.
If you look hard enough, you can always find something good that came your way, even from
upsets, job losses and tragedies. The latter usually takes a while before you realize it.
I didn't have to look hard for what I was thankful for this year. Earlier in the day, in
front of a houseful of family and friends, my boyfriend (of six year) surprised me with a
proposal of marriage. And yes, he was down on one knee, and as he asked me if I would
marry him, he also pulled the most beautiful multi-diamond ring out of his pocket. As you
can guess, I said "yes, yes, yes!"
My two daughters and their families, as well as my boyfriend's son and daughter watched in
awe at the proposal. It was a joyful, teary-eyed event that they shared with their friends
and coworkers in the following days. When my daughter Cassie was asked by a coworker how
her Thanksgiving was, she said, "We had the most awesome time! How many times do you
see a proposal, and especially one to your mother?"
Here's a side note to the story from five years ago. I was playing football with Cassie's
then six-year old son, Russell, when he stopped, looked up at me and asked, "Grandma,
how can you have a boyfriend when you're so old?"
That was the day I changed "boyfriend" to "significant other" which
caused one person in an later audience to assume I was gay. Now I won't have to worry
since he's now my "fiancé," and in a few months, will be my
You're probably thinking, how does this help you as a leader raise the spirits of others
around you for the holidays and afterwards?
It's your job to create a memorable environment for your work family. Remember that the
Generation X-ers (ages 25 to 35) value camaraderie and a fun-loving work family more than
other generations, especially during the family-oriented holidays.
You'll see that the laughter and smiles, and the loving, caring, sharing or nurturing
that's in the hearts and minds of the participants will be what matters most. It won't be
the material gifts that are given or received,
but instead, it will be the spreading of good will and the wishes for a healthy and
prosperous new year that really matter.
Create an atmosphere of joy by telling a happy story, perhaps one that gets people to
laugh and helps them to be glad they're alive and working together with your group.
Because you make a difference in the lives of those who work for you, this season is a
great time to start becoming the Manager, Supervisor or Company of Choice. That means your
employees (associates) prefer to work for and with you because of the way you make them
feel about themselves. They take
that feeling of worth home where they share it with family and friends, and they make a
difference in the quality of their lives.
Don't forget what you heard in my seminars and from my coaching about creating a great
working environment. When negative comments are heard in your workplace. Say,
"cancel, cancel" and replace the negative comment with a positive one.
And give your staff permission to say "cancel, cancel" to your negative comments
too, if you should slip. Then change your comment to what you want to happen instead of
the negative one you said. They'll love catching you and their other teammates, and you'll
hear lots of laughter and smiles, AND a more positive fun-loving environment for the
For those people in your department who are strapped for funds to buy gifts this year,
offer a few ideas of inexpensive gift they can make and services they could give instead
of expensive gifts.
At that same time, tell them a few stories, yours or borrowed ones. Tell the ones that
demonstrate how powerful these gifts have been to wealthy people who had everything. When
you make something especially for them and their interest, or give a service they didn't
expect, but would like, you warm
their hearts and they treasure them for years or forever.
One of the best tips that was given to me during the holidays a few years ago was from one
of my mentors in the National Speakers Association. Former NSA President, Michael
McKinley, CSP, CPAE said, "What are you doing that you DON'T HAVE to do? What are YOU
doing that you really DON'T HAVE to do?
You can also share that much of the stress created during the holidays occurs because we
think we have to do all the things we've always done, and in the same way, regardless of
what is happening or has happened to us. Instead, urge those who need it to reprioritize
the important things and not waste time, or create more stress for themselves on the
Good leaders will also find other people in their group to be their "elves" to
keep the cheerful and positive environment going through the holidays and all year long.
You'll find it cuts down on turnover and helps you become the "Leader of
Be a positive influence and enjoy the holidays with ALL your families.
CHANGE OF SUBJECT LINE:
In the November newsletter, I wrote:
"You may have noticed that my subject line is different this month. With all the junk
mail in my In Box, I've found that most of the newsletters I subscribe to that have the
same title each time are easier to spot."
I asked for your feedback, and the many replies I received ALL stated that they liked my
newsletter, and the new title, "Tips From JJ - (Month Year) subject line better so
they could find it easier.
Thank you for your feedback!
JJ's FAVORITE QUOTES:
"Most misfortunes are the result of misused time."
--- Napoleon Hill
Breakdowns can create breakthroughs. Things fall apart so things can fall together.
"Gratitude is not only the greatest of virtues, but the parent of all others."
--- Marcus Tullius Cicero
Tele-COACHING & Tele-MENTORING
IN 2004, DO YOU WANT TO IMPROVE :
Customer service or sales?
Inbound or outbound call center sales and service?
Dealing with irate internal or external customers?
Motivation and growth of your people?
Leading and Coaching your staff?
TRY our one-on-one Tele-Mentoring (phone coaching service) that is available to business
owners, executives, managers, supervisors and staff members.
Call for your FREE CONSULTATION now! 800 500-9656 or 408 866-7673
EVALUATION OF YOUR ENVIRONMENT:
Have you had an Evaluation of Your Environment lately so you could receive suggestions on
improving it? (It's like the doctor's check up, you often don't know you need it, until
after you've had it.)
JJ Lauderbaugh, CPCM
408 866-7673 or 800 500-9656, 189 Altura Vista Dr., Los Gatos, CA 95032.
JJ works with companies that want to give exceptional customer service to increase sales,
and with Directors and Call Center/Help Desk Managers who want to improve human
She's an international speaker, trainer, facilitator and certified management consultant
(CPCM) on customer service management, specializing in performance improvement, call
centers, up/cross selling and outbound calling.
For training resources, free articles, tips and streaming video, go to our web site at
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