|JJ's (Aug '08) Tips in this issue:
1. Olympic Teamwork In Your Work? Tips to get it!
2. JJ's FAVORITE QUOTES and Tips From READERS:
3. Tele-Coaching & Tele-Mentoring
Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit your own
situation question to be answered in an upcoming newsletter.
How can we use the extraordinary teamwork we saw on the television, at the 2008 Summer
Olympic Games, in our lives?
Most of us who did not attend the games were glued to our TV sets for the about 16 days,
and especially on one Saturday night to watch Michael Phelps' pursuit of a record eighth
Nationally, NBC boasted that 31.1 million people watched the Olympics that Saturday,
peaking at 39.9 million during the half hour when Phelps won his record gold medal in the
400-meter medley relay.
Talk about teamwork! Phelps could not have won his eighth gold medal without the
extraordinary teamwork of everyone on the team. Nor could he and his teammates have done
it without the excellent coaching in the last four years since the last games.
NEWSFLASH INVITATION :
Do you want to gain knowledge on how to be a better leader and de-stress your workplace at
the same time? JJ will be speaking on both subjects at the 10th Signature Customer Service
and Support Professionals Conference, September 28 - October 1, 2008 in San Diego, at the
Loews Coronado Bay
Register now so you donąt miss our Early Bird Special to save and receive other benefits,
such as full cancellation privileges!
<file://www.helpdeskconference.com> or call 425-398-9292 now! You donąt want to
miss this event!
We saw great examples of real dedication and teamwork in every sport from all the
countries, especially the United States and China. So what can you take away from these
last two weeks to help your team and coaches perform at their gold medal best?
First, they were carefully selected to have the potential to go all the way to the gold.
Then they were coached by the best coaches available on a regular basis. They made
sacrifices over and over to meet their goals. They didn't let defeats or injury setbacks
stop them from pursuing their dream. They collaborated with parents, siblings, coaches,
teammates and the Olympic organization to reach their goals.
So can you -- to reach your work and home goals and dreams!
Contributing Editor Stephen R. Covey wrote in USA Weekend, July 11-13 edition, about the
three simple guidelines to make collaboration work, and the secrets behind great teams.
Covey wrote, "No matter what workplace team you're on, you'll make a greater success
of it by following these simple guidelines:
Establish your mission.
Sounds like an obvious step, doesn't it? But you'd be surprised by how many times a new
team will plow right into the work and assign tasks without ever making it clear from the
beginning what the ultimate objective is. So establish the purpose. Get it in writing. And
keep it in front of the team at all times so that everyone will stay focused.
Set the ground rules.
Lay down the group's ground rules and values on Day One. Make it clear what kind of
criticism of member's work is acceptable and what is considered destructive. Promote other
key values, such as the integrity of the work that is produced by the group's members.
Also, establish some working
boundaries -- for example, one member may want to contact others 24/7 via BlackBerry, but
others consider certain times of the day and night off limits. Now is the time to
determine what's acceptable.
Identify each team member's strengths.
Early on, establish the individual strengths of each member. Everyone has weaknesses, but
when members focus on complementary strengths, then weaknesses are minimized. Too often, a
team member is reluctant to concede that another member's strength in a particular area is
greater. But teams are successful only when those egos are checked at the door."
Covey is the author of the best seller The 8th Habit: From Effectiveness to Greatness. For
more information about Covey and the book, go to stephencovey.com.
So with the Olympic examples in mind, you will want to choose better, collaborate more,
and follow these proven guidelines to eventually win your gold medals too!
JJ's FAVORITE QUOTES and TIPS From READERS:
"Always call the customer by name, instead of a generic Sir or Ma'am. It lets the
customer know you are genuinely interested in them and will strengthen that trust in you
when you recommend a sale item to them."
- Sharon Harrison
"I added a "customer support moment" to our regular full staff meetings and
use it to discuss "US" being customers daily outside of the work place. We
review "the" customer support interaction - what was good or bad about the
service/personnel/interaction - how does it relate to our phone based customer support -
How did we feel as a customer in that situation- What can we learn from our daily
interactions to better service our customers, etc.?"
- Phyllis Wasmuth, Manager, CH2M HILL
Technical Assistance Center (TAC)
Tele-COACHING & Tele-MENTORING
DO YOU WANT TO IMPROVE in an area? Service? Sales?
* Motivation and growth of your people?
* Dealing with irate internal or external customers?
* 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 408 445-1590
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, CMC
408 445-1590 or 800 500-9656, 1716 Husted Ave., San Jose, CA 95124.
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
(CMC) 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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