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Integrate Your Workplace Culture

Integrate the potential of your workplace to increase productivity, and job-satisfisfaction throughout.
Your workplace culture has a powerful effect upon efficiency, output, customer satisfaction, crisis management, and employee job satisfaction.  These in turn affect staff retention, workplace stress, repeat business, the quality of your product or service, and your bottom line. However it is your customers who will see and experience the attitudes and professionalism or otherwise in your workplace. To underscore this point, I would suggest that you as a customer are aware of the businesses and organisations in your town that are customer focused and friendly, and the ones that aren’t.

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Create a Sustainable Workplace Culture

There are many things that can work for and against the sustainability of a particular workplace culture. Mounting overseas research is demonstrating that workplaces that actively support employee involvement and responsibility are more efficient, resolve crises faster, have a more harmonious workforce with greater job satisfaction, and have a more sustainable “bottom line.”

To quote one example:

19 International Case Studies of Stress Prevention. “It is found that in general, worker participation, open communication between labor and management, and a learning approach to stress are keys to preventing stress at work and also tend to increase productivity.” By Robert A. Karasek. Bulletin of Science, Technology & Society, 2004.

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Transform Your Workplace Culture

Workculture is usually not thought through or planned and facilitated, because it’s not recognised as core business, yet it controls how core business is managed.

Most organizations have Blame Cultures hidden within them. It's a legacy from childhood resulting from our parents and teachers trying to teach us personal responsibility and social skills. 

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N.B. A successful transformation of the workplace requires a Workplace Culture assessment, with senior Management supporting the clearly defined goals and objectives of the cultural change.

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Implement Workplace Stress Initiatives & Solutions

Stress Initiatives are about identifying and resolving the stresses from without and within your organisation that create internal resistance and lost efficiency.

The aim of Stress Initiates is to maximise productivity, efficiency, and job satisfaction, while reducing stress/sick leave, staff turn-over, and legal liability.

Effective Stress Initiatives require the collaboration and input of all employees and Management. This process is greatly assisted by an objective and trusted facilitator with experience in this area.

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Create Customer Friendly Workplace

Friendliness is not the same as service.
Service is what you give customers.
Friendliness is how you give that service.

Committed Service plus Friendliness = Excellent Service.

Rationale for a Customer Friendly Workplace: What is it and why have it?

  • The trend in business today is to minimise contact with people as a way of reducing costs.
  • Therefore the impact of contact points with customers can be greatly enhanced with Friendliness.  It sticks in their mind.

Plus

  • People shop where their business is welcome."

A Friendliness Program will only work with Senior Management actively driving it.

  • The Manager needs to be a Star and a Coach in the culture of friendliness.

Pragmatic Issues

How do you convince a CEO or Business-Owner that a Friendliness program is worthwhile?

Firstly-

  • It lubricates customer interaction and customer satisfaction.
  • It reduces complaints about staff.
  • Problems are more easily solved at a lower level:-  Because a friendly interaction between an employee and customer means the customer is more likely to trust the employee's problem solving ability rather than demanding to speak to a supervisor or manager.
  • It facilitates the efficiency of workflow.
  • It compliments and supports a Non Blame Culture.
  • It compliments and supports a Reduced Stress Culture.
  • If you're in competition, Customer Friendliness will attract customers.
  • If you're a retailer or manufacturer then you need an advantage other than price.

Secondly-

  • Ask the CEO or head of the company,

"What does your business/ organisation stand for?"
"What is the image and values of your organisation?"

These questions go beyond a mission statement. 
They are about how your work is conducted, and
your customers’ perception of your organisation or business.

These are the two general factors that determine sustainability and excellence within your organisation or business.

Thirdly-

  • A Customer Friendly work culture change takes time, yet once it is achieved, it can be seen and experienced by both employees and customers alike.
  • If you are a manufacturer or retailer, developing a Customer Friendly work culture can protect you against commercial opposition because once you've got it, the benefits can't be replicated quickly by others.

 

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Professional Development

The Professional Development program for Supervisors and Management is flexible, and can be very effective even when given as little time as half a day per month. It provides a platform to “troubleshoot” the current work place issues as part of the program, in conjunction with personal and professional development that includes thinking skills, interpersonal skills, and insight into the psychological dynamics of relationships at work. 

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Accelerated Personal Development

This can be achieved either one-on-one or as part of group-work.
My background and experience as a psychotherapist in a broad range of therapies equips me to facilitate the fast tracking of personal development.

In addition, the MyPersonalities (Persona Role Development Program) enables individuals to do their own self exploration, personal development, and even therapeutic work by themselves on their computer at home.

 

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Emotional Intelligence Assessment

Emotional Intelligence is called E.Q.  An EQ assessment is not about how people use their logical brain but rather about how they respond and use the sensory data we receive as human beings.

E.Q. assessments explore Intra-personal awareness; Interpersonal abilities ; how stress is managed; adaptability ; and stability of moods.

These personality characteristics reflect the ability to act and make decisions gleaned from conscious and unconscious sensory information.  What we do with this information and how we interpret it, affects our mood, how we cope with stress, how we affect other people, and how we adapt to different situations.

In other words it reflects much of our ability to deal with the external world.

It is now considered that E.Q. is generally a better predictor of someone’s success in a particular job than is I.Q.  Apparently the CEO’s of the top Fortune 500 companies were asked about how they made business decisions. They all said (without exception), that they examined the data and arguments relating to their decision, and then made up their minds based upon “gut feelings”.

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Staff Selection

“Reducing Long Term Costs of Recruiting Local Ordinance Officers:
Improving selection for a “job fit” that requires both people and animal management skills”

The expense of recruiting new staff is becoming an increasing burden for local government and the figure of $10,000 for the recruitment of one person is not uncommon. 

Aggravating this situation is the fact that the job (in this case animal control and local laws), comes with significant stress and often a relatively high staff turnover.

With this mix comes a need for the recruit to have additional skill sets involving education, marketing, information technology, regulations, social welfare, safety awareness, people skills, a practical attitude, and animal control. 

During a recent investigation and research project with a South-East Queensland Local Government, it became apparent that an improvement in job-match recruitment methods might reduce the long-term financial burden of recruitment, and contribute to a reduction of stress in some work areas. 

The ideal personality characteristics for the job (Regulatory Officer) were ascertained in collaboration with key stakeholders including existing Regulatory Officers, Senior Management, and a Management Consultant.

New recruitment strategies were applied, particularly the use of psychological profiling for Emotional Intelligence, and the use of an external recruiting agency to cull applicants. 

The effectiveness and success of the new recruitment strategies are considered in terms of longevity of employment, level of job satisfaction, and employee morale.

So what are the qualities needed to be an effective ordinance enforcer?

The top five qualities that Regulatory Services Staff considered important in their job are:

  1. Be of Good Character.
    (Trust, honesty, approachability, and integrity.)
  2. Good Communication skills.
    (Interpersonal skills, team player, multicultural awareness and acceptance)
  3. Ability to Accept the Role and Responsibilities.
    (Including helping others, and the ability to work under limited supervision.)
  4. Life experience.
    (Commonsense, lateral thinking, willingness to embrace new 
    technology/ideas/methods, open-minded, good presentation.)  
  5. Trust in their abilities and in their employer.

Top 3 attributes to avoid:

  1. Poor attitude.
    (Confrontational, aggressive, racist, sexist, non-professional, argumentative.)
  2. Unreliability.
    (Check previous employment history, criminal history, mental health history.)
  3. Overconfidence/over experience.
    (Self-absorbed, less inclined to work as part of a team with others.)

The desirable attributes offered by the Regulatory Service staff all focused upon behaviour and attitude. However behaviour and attitude, although important, aren't everything.

The role of Emotional Intelligence Assessments.

Emotional Intelligence is called E.Q.  An EQ assessment is not about how people use their logical brain but rather about how they respond and use the sensory data we receive as human beings.

E.Q. assessments explore Intra-personal awareness; Interpersonal abilities ; how stress is managed; adaptability ; and stability of moods.

These personality characteristics reflect the ability to act and make decisions gleaned from conscious and unconscious sensory information.  What we do with this information and how we interpret it, affects our mood, how we cope with stress, how we affect other people, and how we adapt to different situations.
In other words it reflects much of our ability to deal with the external world.

Thus EQ identifies the inherent coping skills of a person, and from the more effective Regulatory Officers observed, the following coping skills stood out:

  • stress management;
  • effective Interpersonal skills;
  • adaptable to changing situations; and
  • not prone to mood fluctuations.

These coping skills contribute to such things as: patience; the “quiet” use of one’s authority; the ability to be effective under stress; interpersonal skills for avoiding conflict and for dealing with conflict; and the ability to adapt to a situation.

Note that the ability to adapt to changing situations is closely linked to coping well with stress because these two things affect each other.

It is now considered that E.Q. is generally a better predictor of someone’s success in a particular job than is I.Q.  Apparently the CEO’s of the top Fortune 500 companies were asked about how they made business decisions. They all said (without exception), that they examined the data and arguments relating to their decision, and then made up their minds based upon “gut feelings”.

Consider how a job might evolve.

When filling a position or promoting someone, it is important that we don’t just consider how skilled they are or how well applicants did in their last job.  You first have to ask how might the job evolve over the next 5 years given, Socio, Economic, Political, and Technological changes. For instance, many field officers must now be able to use a GPS navigation system and onboard computers. Some of these items were not part of the role 5 years previously.

What is the main message about staff selection?

To begin with we are always constrained by the materials we choose.

When we build anything, whether it be a house or a work-team, or changing the organization’s culture toward an efficient non-blaming Systems Focused Environment, we are always constrained by the materials we choose as much as we are by our knowledge of how to use them.

Sorting people into jobs in which they are best suited is like collecting the best building materials before you build. Poor building materials reduce your design possibilities. For example, if you use low-grade support beams, you will need additional engineering to get the support and strength you require. This is true of Managers and Supervisors who are not well suited to their jobs  will require additional costly support from within the organization to facilitate their working effectively. Hence there are tangible benefits for effective staff selection.

Summary.

The importance of an employee' s job fit is important in any circumstance. However it can be critical if they are in a position of Supervisor or Manager, especially with regard to efficiency, quality control, harmonious staff relations, and crisis management..

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Counselling

Confidential counselling is available, covering a broad range of issues.

Specialist areas include workplace issues;
Plus mentoring and supporting men with regard to Sexual-Emotional development; Relationships; Sex Addition; Anger Management & Resolution; Anxiety; and Panic Attacks.

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Self-Esteem enhancement

self esteem enhancement

There have been many books written on how to improve self-esteem.  Few if any, cover the depth and breadth of The 8 Day Self Esteem Program©.  Fewer still have been research tested.

The 8 Day Self Esteem Program© is the result of several years research.  Twelve personality theories were reviewed to gain a broad insight of what creates or destroys self-esteem.  From this review, a program was developed to enhance self-esteem.  The program has been tested with people of age 18 years to 60 years old.  Research results showed that 92 percent of people significantly increased their self-esteem when they undertook the program.  Three months after completing the program, they had retained their improvement in self-esteem.

Each chapter of the program introduces a new set of concepts from the previous one.  The program could easily be completed within one day.  However the reader is required to "sleep on" each chapter in order to maximize its benefits.

The 8 Day Esteem Program© provides an excellent basis for continued self-development, and makes an effective   Life-Coach Manual for Everyone.

It can also be used as a primer for those people who wish to understand how their own personality works and want to do their own therapy using the Mypersonalities© computer program.

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Maintain the Membership and Sustainability of Your Organisation

Increasing Membership & Sustaining Membership.
(Chambers of Commerce are but one example.)

The average membership of Chambers of Commerce across Queensland is only around 15%.            (Source: Commerce Qld 2008)

I first encountered the membership issue within the business community of Montville on the Sunshine Coast, where I used to live.

Several proactive members of the local business association were injecting a plethora of ideas and thousands of dollars of their own money, in a bid to increase membership.

That approach didn’t work, so I volunteered my services.
I used a three-part process that resulted in 90% of local businesses becoming members of the organization that later became formalized into a Chamber of Commerce. Each part of this three-part process supports and contributes to the ongoing sustainability of an organisation and its membership.

Since then I’ve refined the process, made it more efficient and cost effective with the addition of specifically designed computer software. It is a process that can be applied to most Organisations.

 

People Management Training
(To Certificate Level IV)

It’s purpose is to develop People Management Skills for across the board employees who seek promotion into supervisory areas, ranging from Team Leaders through to Management.

It is also designed to assist he efficient transition of trade-based employees into multi-skilling and teamwork.

This training program contains 62 nominal hours, which compares with up to 200 hours with comparable courses.

Flexibility

  • The program could be broken up or run over consecutive days.
  • It is based upon experiential learning, not dependent upon previous knowledge.

This course provides the essential foundation to deal with the following areas:

  • Accurate Communication                                           
  • Defusing Conflict
  • Teamwork
  • Leadership
  • Problem Solving Methods
  • Motivation
  • Evaluation of Self & Others in the work environment

 

Leadership Skills Training
(A stand alone Module of People Management Cert IV)

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Strategic Plan Facilitator

Put a sharper edge on your Strategic Planning.

Having your Strategic Planning meetings facilitated by an experienced group facilitator from outside of your organisation can lend objectivity, transparency, and fresh motivation to the process. This applies whether you be a Government body, a Corporation, or a Sporting Club.

Group Dynamics Facilitator

My experience in Gestalt Psychotherapy enables me to facilitate whatever group dynamics arise in your business or organisation. I work from a non-blame systems perspective, one that seeks clarity of goals, resolution of issues, and strives for harmony and balance between those involved.

People Management Training

(To Certificate Level IV)

It’s purpose is to develop People Management Skills for across the board employees who seek promotion into supervisory areas, ranging from Team Leaders through to Management.

It is also designed to assist he efficient transition of trade-based employees into multi-skilling and teamwork.

This training program contains 62 nominal hours, which compares with up to 200 hours with comparable courses.

Flexibility

  • The program could be broken up or run over consecutive days.
  • It is based upon experiential learning, not dependent upon previous knowledge.

This course provides the essential foundation to deal with the following areas:

  • Accurate Communication                                           
  • Defusing Conflict
  • Teamwork
  • Leadership
  • Problem Solving Methods
  • Motivation
  • Evaluation of Self & Others in the work environment

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Negotiation Skills Training

(A stand alone Module of People Management Cert IV)

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Handling Conflict Training

(A stand alone Module of People Management Cert IV)

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Training Counselling Skills for Non-Counsellors

This skills based program was designed primarily for Supervisors and Managers, who are required from time to time to communicate with employees who may be experiencing depression, grief, anger, or confusion. It was designed to enhance Understanding, Empathy, and Clarity.

This is a basic nuts and bolts experiential learning program that adds a win-win-win to the relationship between Employees, Managers, and Workplace Culture.

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First Alert Critical Incidence Debriefing Training

Selected employees are given a basic course in Critical Incidence Debriefing, and then are involved in designing Critical Incidence protocols for their workplace.

There are a number of benefits contained within this intervention of Critical Incidence First Aid by colleagues.

  • First, people tend to follow protocols that they are actively involved in designing.
  • Second, the field officers trained in Critical Incidence Debriefing mix with the other field officers every day, placing them in the ideal position to recognize symptoms of stress in their co-workers earlier rather than later.
  • Third, employees exposed to a Critical Incident will confide more readily in someone they know and trust.
  • Fourth, it sends a message to staff that their welfare is important.
  • And Fifth, it enhances the organization’s existing Duty Of Care obligations and may reduce their potential for legal liability.

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Effective Communication Dynamics Program 

[Approx. 4 hrs duration]

Communication Dynamics is a simple way to understand the consequences of different communication styles and methods, using the Parent/Adult/Child concepts of Transactional Analysis. 

It also teaches you how to get out of your own way when communicating with others, and enhances co-operation.

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