A very interesting article at http://www.pcworld.com/article/169261/what_the_microsoftyahoobing_deal_means_for_you.html
I love the comment, Google is like Mother's love - it is there forever
On a serious note, "I'm just not sure that Microsoft still has any of that kind of turn-on-a-dime mentality anymore." is the real point. Only time will tell.
Did anyone that was around in the early 90's think we would be talking about Microsoft this way????
Wednesday, July 29, 2009
Friday, July 17, 2009
Press release
http://soaringpr.com/blog/case-study-based-training-to-help-leaders-and-managers-develop-their-teams-in-the-work-place/
Thursday, July 16, 2009
Business Losers
It surprises me how organizations don’t understand that the small things can make a difference and are not always very expensive. This week I was booked into a hotel for one night in Lancashire England. I phoned up the hotel to check which was the closest railway station and how I could get to the hotel.
The phone rang and the infamous voice recording asking me to press 1 for reception, 2 for restaurant bookings and 3 for central bookings. I pressed one and listened to it ring and ring. Eventually someone picked up the phone and put it down again. I rang again and pressed 1. This time it just rang endlessly. I put the phone down and looked on Google. Exactly the same time I spent on the hotel trying to phone them, it took me to find another hotel and be on the phone to them. Another minute later I had a booking at the new hotel.
Not only did the hotel lose a customer but I spoke at a conference and told a group of businesses leaders about my experience with the hotel.
Why is it that a simple thing like answering the phone is such a major issue? Why is it that restaurants decide to close their kitchens at 8pm. Why do retail shops have staff that don’t want to talk to customers or only want to work in their areas? Why do telephone companies not want to make it easier to do business with them?
All of the above have been personal experiences in the last month. Every one would have brought in more revenue to their business for doing something that costs them nothing but generated more profit. What went wrong? Not being prepared to listen. Putting procedure above all else. Being inward facing.
Most of all not being ‘solution’ focused.
Conversely, on Sunday we went to buy a new car and eventually decided on a particular one. It was the last one they had until September. We told the sales rep we would check the finances and if there was a problem get back to him in an hour. All was well and so the next morning we phoned to ask what he wanted from us next?
Another sales man had sold the car!! I was annoyed. We went up and I said that I was annoyed. The sales man immediately apologized and then said, “There are no issues, there are only solutions. We need to sort out yours for you” and he went on to work with us to find a solution that ended up being better for us and for him.
He listened and instead of hiding behind processes and rules, he looked for solutions.
This months losers:
Stirk House Hotel and Restaurant – Lancashire
O2 – UK
Debenhams – Meadow Hall Sheffield
The phone rang and the infamous voice recording asking me to press 1 for reception, 2 for restaurant bookings and 3 for central bookings. I pressed one and listened to it ring and ring. Eventually someone picked up the phone and put it down again. I rang again and pressed 1. This time it just rang endlessly. I put the phone down and looked on Google. Exactly the same time I spent on the hotel trying to phone them, it took me to find another hotel and be on the phone to them. Another minute later I had a booking at the new hotel.
Not only did the hotel lose a customer but I spoke at a conference and told a group of businesses leaders about my experience with the hotel.
Why is it that a simple thing like answering the phone is such a major issue? Why is it that restaurants decide to close their kitchens at 8pm. Why do retail shops have staff that don’t want to talk to customers or only want to work in their areas? Why do telephone companies not want to make it easier to do business with them?
All of the above have been personal experiences in the last month. Every one would have brought in more revenue to their business for doing something that costs them nothing but generated more profit. What went wrong? Not being prepared to listen. Putting procedure above all else. Being inward facing.
Most of all not being ‘solution’ focused.
Conversely, on Sunday we went to buy a new car and eventually decided on a particular one. It was the last one they had until September. We told the sales rep we would check the finances and if there was a problem get back to him in an hour. All was well and so the next morning we phoned to ask what he wanted from us next?
Another sales man had sold the car!! I was annoyed. We went up and I said that I was annoyed. The sales man immediately apologized and then said, “There are no issues, there are only solutions. We need to sort out yours for you” and he went on to work with us to find a solution that ended up being better for us and for him.
He listened and instead of hiding behind processes and rules, he looked for solutions.
This months losers:
Stirk House Hotel and Restaurant – Lancashire
O2 – UK
Debenhams – Meadow Hall Sheffield
Tuesday, July 07, 2009
Best Buy's new CEO
Newsweek did a great interview with Best Buy's new CEO Brian Dunn. It is worth reading at http://www.newsweek.com/id/165379
My thoughts are Dunn is making all the right noises. However, my experience is nowhere near his comments. Having had a bad customer experience in a Best Buy four years ago, I vowed never to go back. I relented a couple of months ago and went in to buy the new FlipHD camera. The young lady that served me was so unhelpful that I was dumbfounded. I asked if they had one for sale and she said, "I think we sold out". I had to ask her to please look for me. She went to the cupboards under the display and rummaged around each one. Finally she said, "No, we are sold out". I asked her to open the first one again and pointed to a box at the front and said "isn't that the FlipHD?". She picked it up and then said "Oh, well this must be the last one".
I had to tell her how to find it on the system to get the price. Had I not been desperate and in a hurry, I would have walked out.
So Brian's comments, "[Not] all retailers are customer centric, and I think on our best days we are. People get it confused with customer service … For me, customer centricity is taking you as a human being—your wants, needs, desires—and creating solutions." left me wondering if I just had Best Buy on a bad day. Twice!!! I don't think so.
He goes on to say, "There is intrinsic value in every single human being that works for you. One of the sayings I use is that 'Together, we're a group of ordinary people who, when we really come together, can accomplish extraordinary things.'" I think that this is wonderful statement and a brilliant philosophy. I wonder if his managers really understand the wisdom of those words?
Newsweek asked: "When store managers are failing, what's the most common problem, and how do you decide if they can be rehabilitated?"
Brian's reply: "My primary focus is whether they're learning: Are they repeating mistakes? Are the mistakes a result of an error in judgment? Are the mistakes the result of not being interested in creating an environment where people can make a difference? You can teach your way through errors in judgment, but having a lack of interest in creating an environment where people matter is very, very difficult to overcome."
I really want to believe that. I really hope Brian Dunn has the drive to push that philosophy through his company. Best Buy has such great potential but could be soooo much better and it has the ability to be a role model to the retail industry if it figures out the basics. Brian Dunn strikes me as someone that really does want to create this type of organization. I wonder if he can really get his philosophy down to the lowest level of the business? I hope so.
At least his words have me thinking I won't wait another four years to go back. Maybe I will go again later this year!
My thoughts are Dunn is making all the right noises. However, my experience is nowhere near his comments. Having had a bad customer experience in a Best Buy four years ago, I vowed never to go back. I relented a couple of months ago and went in to buy the new FlipHD camera. The young lady that served me was so unhelpful that I was dumbfounded. I asked if they had one for sale and she said, "I think we sold out". I had to ask her to please look for me. She went to the cupboards under the display and rummaged around each one. Finally she said, "No, we are sold out". I asked her to open the first one again and pointed to a box at the front and said "isn't that the FlipHD?". She picked it up and then said "Oh, well this must be the last one".
I had to tell her how to find it on the system to get the price. Had I not been desperate and in a hurry, I would have walked out.
So Brian's comments, "[Not] all retailers are customer centric, and I think on our best days we are. People get it confused with customer service … For me, customer centricity is taking you as a human being—your wants, needs, desires—and creating solutions." left me wondering if I just had Best Buy on a bad day. Twice!!! I don't think so.
He goes on to say, "There is intrinsic value in every single human being that works for you. One of the sayings I use is that 'Together, we're a group of ordinary people who, when we really come together, can accomplish extraordinary things.'" I think that this is wonderful statement and a brilliant philosophy. I wonder if his managers really understand the wisdom of those words?
Newsweek asked: "When store managers are failing, what's the most common problem, and how do you decide if they can be rehabilitated?"
Brian's reply: "My primary focus is whether they're learning: Are they repeating mistakes? Are the mistakes a result of an error in judgment? Are the mistakes the result of not being interested in creating an environment where people can make a difference? You can teach your way through errors in judgment, but having a lack of interest in creating an environment where people matter is very, very difficult to overcome."
I really want to believe that. I really hope Brian Dunn has the drive to push that philosophy through his company. Best Buy has such great potential but could be soooo much better and it has the ability to be a role model to the retail industry if it figures out the basics. Brian Dunn strikes me as someone that really does want to create this type of organization. I wonder if he can really get his philosophy down to the lowest level of the business? I hope so.
At least his words have me thinking I won't wait another four years to go back. Maybe I will go again later this year!
Wednesday, June 24, 2009
A great visit to Malaysia
Had a great visit to Malaysia last month. The first evening was a Keynote at the Hilton Hotel. You can read about it here:
http://www.taylors.edu.my/news/news_landing.php?id=5&news=70
http://www.taylors.edu.my/news/news_landing.php?id=5&news=70
Thursday, June 11, 2009
Is there any reason we can't get along?
Watch this video clip and ask yourself, why can't we get along?
http://www.youtube.com/watch?v=cjyb0t5Jm44
http://www.youtube.com/watch?v=cjyb0t5Jm44
Wednesday, June 03, 2009
Business Leaders identify the three keys to survival this far through these economic times
Over the first five months of this year we have been asking business leader what are the key principles to remaining in business. Interestingly, the replies were consistent under three headings. The business leaders interviewed said that these were fundamental to ensure that the whole business stayed focused on the right things.
As one CEO expressed it, “At any time a CEO has hundreds of issues that need dealing with. It is important that you know the three to five that are your priority and do not allow yourself to be side tracked from those.”
Communicate, communicate, communicate
At a time when there is a lot going on and people are unsure about what is happening and how it may affect them, it is vital to communicate. The leader needs to be visible because people want to see their leader as well as hear the message. People get a level of comfort from seeing the leader and pick up on the subliminal messages. For example, if the leader seems relaxed, it relaxes them. If the leader seems confident, people feed off that confidence.
Communication needs to be two-way because people more questioning. Listening is important because it creates the dialogue, which in turn engages people. An important part of the communication is the content which must include the strategy or plan of action. Knowing the direction that is being taken makes people feel that there is some leadership taking control of the situation and there is something worth committing to.
Quotes include:
“Be visible and communicate frequently”
“Ensure two-way communication”
“Clearly communicate strategies and actions to employees to ensure higher morale”
“Continue to inspire the entire organisation to succeed”
Redefine Value
At a time of economic downturn, the customer has a good reason to assess what they spend and where they spend it. Customers actively seek alternatives and so the focus needs to be on providing the best value possible. Anything that creates a connection with the customer and shows that they are getting value for money, is vital.
A company needs to believe in itself and what it offers. Any sign of low confidence will impact the value on offer. The enthusiasm and belief in what the company is providing has a direct link to the value being offered. This is a significant shift in terminology from giving “customer service” to “creating value”.
Quotes include:
“Refusing to cut corners on customer service during tough times”
“Create value and make a difference”
“Every employee starting with me as the CEO, must step up and be an advocate of the value we offer”
“Collaborate, be nibble and innovate”
Objectivity and Discipline
Every single person interviewed took a fresh and objective look at their business and what they were doing. They spoke about getting back to core business and being dispassionate about what fitted in the business and what didn’t. Where should time, energy and money be focused? They spoke of stripping out pet projects that were distracting and using up resources better spent else where.
Obviously cost were important, but interestingly, although cash was seen as important, they saw the importance of still spending but spending wisely. “Discipline” was a word used on a number of occasions.
Quotes include:
“Offer high value solutions while keeping a steady and disciplined handle on expenses”
“Conduct a dispassionate review of the business”
“Take strong defensive positions, preserve lots of cash and continue investing lots of cash in R&D for the core business”
“Look at our job with fresh eyes”
What about the future?
A notable difference between this and previous recessions is the focus on spending money through the recession on R & D. Many saw the recession as an opportunity to retrain staff and refurbish the business. Money spent in these areas was seen as fundamental to the business being able to perform when the recession is over.
Although some providers of training and development programs have seen a down turn in their business, many have seen a surge as well. The difference seems to be in the ability of these providers to deliver results and not programs.
A recession or economic crisis has an evolutionary effect on business. Businesses emerge differently with new demands and expectations. We do not know for sure what it will be like when it is all over, but we do see certain signs emerging. The key word will be ‘value’ and the key action will be “measure”.
As one CEO expressed it, “At any time a CEO has hundreds of issues that need dealing with. It is important that you know the three to five that are your priority and do not allow yourself to be side tracked from those.”
Communicate, communicate, communicate
At a time when there is a lot going on and people are unsure about what is happening and how it may affect them, it is vital to communicate. The leader needs to be visible because people want to see their leader as well as hear the message. People get a level of comfort from seeing the leader and pick up on the subliminal messages. For example, if the leader seems relaxed, it relaxes them. If the leader seems confident, people feed off that confidence.
Communication needs to be two-way because people more questioning. Listening is important because it creates the dialogue, which in turn engages people. An important part of the communication is the content which must include the strategy or plan of action. Knowing the direction that is being taken makes people feel that there is some leadership taking control of the situation and there is something worth committing to.
Quotes include:
“Be visible and communicate frequently”
“Ensure two-way communication”
“Clearly communicate strategies and actions to employees to ensure higher morale”
“Continue to inspire the entire organisation to succeed”
Redefine Value
At a time of economic downturn, the customer has a good reason to assess what they spend and where they spend it. Customers actively seek alternatives and so the focus needs to be on providing the best value possible. Anything that creates a connection with the customer and shows that they are getting value for money, is vital.
A company needs to believe in itself and what it offers. Any sign of low confidence will impact the value on offer. The enthusiasm and belief in what the company is providing has a direct link to the value being offered. This is a significant shift in terminology from giving “customer service” to “creating value”.
Quotes include:
“Refusing to cut corners on customer service during tough times”
“Create value and make a difference”
“Every employee starting with me as the CEO, must step up and be an advocate of the value we offer”
“Collaborate, be nibble and innovate”
Objectivity and Discipline
Every single person interviewed took a fresh and objective look at their business and what they were doing. They spoke about getting back to core business and being dispassionate about what fitted in the business and what didn’t. Where should time, energy and money be focused? They spoke of stripping out pet projects that were distracting and using up resources better spent else where.
Obviously cost were important, but interestingly, although cash was seen as important, they saw the importance of still spending but spending wisely. “Discipline” was a word used on a number of occasions.
Quotes include:
“Offer high value solutions while keeping a steady and disciplined handle on expenses”
“Conduct a dispassionate review of the business”
“Take strong defensive positions, preserve lots of cash and continue investing lots of cash in R&D for the core business”
“Look at our job with fresh eyes”
What about the future?
A notable difference between this and previous recessions is the focus on spending money through the recession on R & D. Many saw the recession as an opportunity to retrain staff and refurbish the business. Money spent in these areas was seen as fundamental to the business being able to perform when the recession is over.
Although some providers of training and development programs have seen a down turn in their business, many have seen a surge as well. The difference seems to be in the ability of these providers to deliver results and not programs.
A recession or economic crisis has an evolutionary effect on business. Businesses emerge differently with new demands and expectations. We do not know for sure what it will be like when it is all over, but we do see certain signs emerging. The key word will be ‘value’ and the key action will be “measure”.
Monday, June 01, 2009
Your Life Through LinkedIn
Great article from a really good guy and excellent at networking. Hope you enjoy it
Your Life through LinkedIn - by Will Kintish
We start out in life knowing no-one. Shortly most of us get to know members of our family, then we go to primary and high school then for some it’s off to college and university. Along the way we join clubs, teams and associations. We may attend our chosen place of worship which for some could be the pub or the gym! Then we go to work, sometimes in parallel with our education until we end up in our chosen careers.
When I started work all those decades ago the career you chose was meant to be for life, but this doesn’t seem to be the norm nowadays. In a recent keynote speech Reid Hoffman co-founder of Linkedin said,
“Part of the thesis that LinkedIn was founded on is that every individual is now becoming
a small business. What do I mean by that? A typical job lasts two to four years,
so that there is a sequence of jobs.”
So you move from your first job to the next and so on until we finally retire.
The common thread
So where is the common thread with your journey through life? Of course it’s people. People we meet along the way some we stay in touch with but most simply pass through a period of our lives then disappear. Some of them we don’t like and probably don’t want to reconnect with, some we like and some we like and trust and wish we’d stayed in touch.
Your little black book
As the years move on our personal diaries with friends’ names in, our college address book, and our databases get lost thrown away, details deleted. “I wonder what happened to ‘Haggie’ Harris from school or Gemma who I shared a room with at university” we may contemplate in a quieter moment.
Linkedin can reconnect so many of these past associations and rekindle previous relationships, but unlike Facebook, in a professional and business scenario. Don’t get me wrong there is nothing wrong with Facebook but I see it applies primarily to the social rather than the business scene. On Facebook we all have friends, on Linkedin we are all professional connections.
Networking and using LinkedIn
We have been networking throughout life’s journey – it is simply the process of building relationships. Having that ‘light bulb moment’ late 2008 I realised I could now collect together all those people I have met through my life to date; well the ones who have signed up for Linkedin, anyway! And as I write 40m + connections are now in the system; not all my personal connections, I might add!
The two networks to focus on are the ones we have built over our lifetime and their networks. How many times do we ask or consider asking our existing clients to recommend us to others having done a great job for them? However happy they are, as soon as we leave their presence they get on with what they’re doing and forget us. But when we’re able to look into their little black book and see some of their contacts we can focus on people who we’d like an introduction to. When people in your network like and trust you they generally will be more than happy to introduce you to their contacts.
What to do with your online network
We go to business events for a myriad of reasons- the key ones being
• To meet new people
• To reinforce existing relationships
• To raise our profile
• To gain new knowledge and information
• To find new employees or find a new position
This is exactly what LinkedIn is there for too.
Investment of your time
When I mention LinkedIn and other similar online social media tools I often get the response, “Oh I haven’t got time for all that; I’m far too busy.” The attraction of Linkedin is when you understand it and use it effectively it really is a pro-active, time saving, profile raising, business development tool. When people say they haven’t got the time I reply ‘You mean you haven’t got the time to go to business events or do any networking?’
When you use Linkedin to best effect it really is the best use of your time. No travel time or hassle, no carbon emissions just pure premium time carrying out proactive business development. Like every aspect of our lives the mantra ‘What you put into it you get out’ equally applies to using Linkedin
The key principles of networking
1. ‘What’s in it for you?’
People who are good at building relationships, i.e. networking tend to have a generous spirit and a giving nature. They share their knowledge and their connections and are likely to be open and receptive to requests for assistance. When you transfer those characteristics to Linkedin you will find it can become your best networking partner. Linkedin has a numerous settings for you to decide what you want others to see and know about you. People who set their setting to ensure I can’t see their network of connections aren’t, by and large people I want to deal with. All my settings are ‘open’ and I know it raises my profile within the global community of LinkedIn.
I am conscious there are people who abhor Facebook, Twitter and other online networking tools. And that’s fine but all I can say is don’t waste your time with LinkedIn- it’s not for you.
To emphasise these principles ensure every time you ask your contact for an introduction, keep reminding them to check your network to see if there is anyone in it they’d like an introduction to.
2. Patience and persistence
When you start to build relationships it takes time; it’s the same when you start using LinkedIn. Unless you’re very lucky it’s going to be some time before you get value from it but stick with it and I feel sure you will get a good return on your investment.
The powerful cocktail
Whilst LinkedIn is no substitute for ‘live’ networking, combining the two creates a very powerful proactive business development mix.
My call to action
Join LinkedIn if you want to
• act and not react in this new business climate
• become highly visible
• approach warm leads and avoid cold calling
• gain more business opportunities at virtually no cost
• become a comfortable, proactive, online business developer
• ensure satisfied clients will introduce you to their contacts in an organised and carefully targeted manner.
• encourage colleagues to create more cross selling opportunities.
• be involved in more modern, up-to-date business development techniques.
The author of this article is Will Kintish, leading UK authority on effective and confident networking both offline and online.
If you’d like Will to speak at your conference or training workshops, call him on +44 161 773 3727.
Visit www.kintish.co.uk and www.linkedintraining.co.uk for further free and valuable information on all aspects of networking.
Your Life through LinkedIn - by Will Kintish
We start out in life knowing no-one. Shortly most of us get to know members of our family, then we go to primary and high school then for some it’s off to college and university. Along the way we join clubs, teams and associations. We may attend our chosen place of worship which for some could be the pub or the gym! Then we go to work, sometimes in parallel with our education until we end up in our chosen careers.
When I started work all those decades ago the career you chose was meant to be for life, but this doesn’t seem to be the norm nowadays. In a recent keynote speech Reid Hoffman co-founder of Linkedin said,
“Part of the thesis that LinkedIn was founded on is that every individual is now becoming
a small business. What do I mean by that? A typical job lasts two to four years,
so that there is a sequence of jobs.”
So you move from your first job to the next and so on until we finally retire.
The common thread
So where is the common thread with your journey through life? Of course it’s people. People we meet along the way some we stay in touch with but most simply pass through a period of our lives then disappear. Some of them we don’t like and probably don’t want to reconnect with, some we like and some we like and trust and wish we’d stayed in touch.
Your little black book
As the years move on our personal diaries with friends’ names in, our college address book, and our databases get lost thrown away, details deleted. “I wonder what happened to ‘Haggie’ Harris from school or Gemma who I shared a room with at university” we may contemplate in a quieter moment.
Linkedin can reconnect so many of these past associations and rekindle previous relationships, but unlike Facebook, in a professional and business scenario. Don’t get me wrong there is nothing wrong with Facebook but I see it applies primarily to the social rather than the business scene. On Facebook we all have friends, on Linkedin we are all professional connections.
Networking and using LinkedIn
We have been networking throughout life’s journey – it is simply the process of building relationships. Having that ‘light bulb moment’ late 2008 I realised I could now collect together all those people I have met through my life to date; well the ones who have signed up for Linkedin, anyway! And as I write 40m + connections are now in the system; not all my personal connections, I might add!
The two networks to focus on are the ones we have built over our lifetime and their networks. How many times do we ask or consider asking our existing clients to recommend us to others having done a great job for them? However happy they are, as soon as we leave their presence they get on with what they’re doing and forget us. But when we’re able to look into their little black book and see some of their contacts we can focus on people who we’d like an introduction to. When people in your network like and trust you they generally will be more than happy to introduce you to their contacts.
What to do with your online network
We go to business events for a myriad of reasons- the key ones being
• To meet new people
• To reinforce existing relationships
• To raise our profile
• To gain new knowledge and information
• To find new employees or find a new position
This is exactly what LinkedIn is there for too.
Investment of your time
When I mention LinkedIn and other similar online social media tools I often get the response, “Oh I haven’t got time for all that; I’m far too busy.” The attraction of Linkedin is when you understand it and use it effectively it really is a pro-active, time saving, profile raising, business development tool. When people say they haven’t got the time I reply ‘You mean you haven’t got the time to go to business events or do any networking?’
When you use Linkedin to best effect it really is the best use of your time. No travel time or hassle, no carbon emissions just pure premium time carrying out proactive business development. Like every aspect of our lives the mantra ‘What you put into it you get out’ equally applies to using Linkedin
The key principles of networking
1. ‘What’s in it for you?’
People who are good at building relationships, i.e. networking tend to have a generous spirit and a giving nature. They share their knowledge and their connections and are likely to be open and receptive to requests for assistance. When you transfer those characteristics to Linkedin you will find it can become your best networking partner. Linkedin has a numerous settings for you to decide what you want others to see and know about you. People who set their setting to ensure I can’t see their network of connections aren’t, by and large people I want to deal with. All my settings are ‘open’ and I know it raises my profile within the global community of LinkedIn.
I am conscious there are people who abhor Facebook, Twitter and other online networking tools. And that’s fine but all I can say is don’t waste your time with LinkedIn- it’s not for you.
To emphasise these principles ensure every time you ask your contact for an introduction, keep reminding them to check your network to see if there is anyone in it they’d like an introduction to.
2. Patience and persistence
When you start to build relationships it takes time; it’s the same when you start using LinkedIn. Unless you’re very lucky it’s going to be some time before you get value from it but stick with it and I feel sure you will get a good return on your investment.
The powerful cocktail
Whilst LinkedIn is no substitute for ‘live’ networking, combining the two creates a very powerful proactive business development mix.
My call to action
Join LinkedIn if you want to
• act and not react in this new business climate
• become highly visible
• approach warm leads and avoid cold calling
• gain more business opportunities at virtually no cost
• become a comfortable, proactive, online business developer
• ensure satisfied clients will introduce you to their contacts in an organised and carefully targeted manner.
• encourage colleagues to create more cross selling opportunities.
• be involved in more modern, up-to-date business development techniques.
The author of this article is Will Kintish, leading UK authority on effective and confident networking both offline and online.
If you’d like Will to speak at your conference or training workshops, call him on +44 161 773 3727.
Visit www.kintish.co.uk and www.linkedintraining.co.uk for further free and valuable information on all aspects of networking.
Interesting response from Business Leaders
A recent survey was carried out. The question asked: What business leaders thought was the result of the Economic Meltdown was having on their business?
The reply showed over 60% thought it was an 'Opportunity to Stand out'.
The reply showed over 60% thought it was an 'Opportunity to Stand out'.
How long can Zuma last?
Interesting article
President on a leash - How long can Zuma last?
by Ken Owen
As President Jacob Zuma settles into office, one question - rarely articulated but ominous - casts a long shadow over his prospects: how long will he last? One year? Three? Or a full term of five years?
The answer lies in the hands of the ANC bosses who marshalled 2 300 obedient cadres to behead Thabo Mbeki at Polokwane and put Zuma on the throne of the presidency. What they did once before, they can do again. And the fact that nearly two-thirds of the voters ratified their choice of Zuma makes no material difference. His term will end when the party hierarchy decides.
The events at Polokwane disclosed to us that under SA's flawed constitution, power lies not with the electorate, nor in parliament, nor even in the presidency. It lies in the labyrinthine recesses of Luthuli House where the ANC leaders plot and connive, and decide who will be "deployed" to what job, and for how long.
The process is hidden from public view, reducing the entire constitutional paraphernalia of elections, parliamentary debates and traditions, and checks and balances to marginal relevance. The public clash of ideas between government and opposition in an open forum where (if I may resort to one of the noblest phrases of parliamentary democracy) "strangers may be present" is little more than public theatre.
Parliamentarians pontificate, the opposition denounces and cajoles, the media solemnly records public statements and gathers comments, all the while hiding the brutal fact that the real debates take place in secret at Luthuli House. To discover what happens there requires not simply press freedom but something like Kremlinology, a reading of political tea leaves.
What we do know from the Mbeki example is that the presidency, supposedly the mighty executive branch of government, is but the lackey of faceless men and women in the only important centre of power at party headquarters. In the end, the party will decide from day to day, or month to month, whether President Zuma will survive, and for how long.
For full article go to http://www.leader.co.za/article.aspx?s=1&f=1&a=1326
President on a leash - How long can Zuma last?
by Ken Owen
As President Jacob Zuma settles into office, one question - rarely articulated but ominous - casts a long shadow over his prospects: how long will he last? One year? Three? Or a full term of five years?
The answer lies in the hands of the ANC bosses who marshalled 2 300 obedient cadres to behead Thabo Mbeki at Polokwane and put Zuma on the throne of the presidency. What they did once before, they can do again. And the fact that nearly two-thirds of the voters ratified their choice of Zuma makes no material difference. His term will end when the party hierarchy decides.
The events at Polokwane disclosed to us that under SA's flawed constitution, power lies not with the electorate, nor in parliament, nor even in the presidency. It lies in the labyrinthine recesses of Luthuli House where the ANC leaders plot and connive, and decide who will be "deployed" to what job, and for how long.
The process is hidden from public view, reducing the entire constitutional paraphernalia of elections, parliamentary debates and traditions, and checks and balances to marginal relevance. The public clash of ideas between government and opposition in an open forum where (if I may resort to one of the noblest phrases of parliamentary democracy) "strangers may be present" is little more than public theatre.
Parliamentarians pontificate, the opposition denounces and cajoles, the media solemnly records public statements and gathers comments, all the while hiding the brutal fact that the real debates take place in secret at Luthuli House. To discover what happens there requires not simply press freedom but something like Kremlinology, a reading of political tea leaves.
What we do know from the Mbeki example is that the presidency, supposedly the mighty executive branch of government, is but the lackey of faceless men and women in the only important centre of power at party headquarters. In the end, the party will decide from day to day, or month to month, whether President Zuma will survive, and for how long.
For full article go to http://www.leader.co.za/article.aspx?s=1&f=1&a=1326
Thursday, May 21, 2009
Hotels and the Gold Coast
This week I stayed at the Marriott Hotel at Surfers Paradise in Australia. The conference was great and the staff in the conference side were really good. But the rest of the hotel was an example of a hotel that has been overwhelmed by the economic climate. Their focus is on money and that shows in the way they staff perform and the services they provide.
I was very disappointed indeed. Marriott is normally a brand you can trust but this hotel did not live up to the Marriott brand at all. Being a positive person and trying not to complain, I asked to speak to the manager to explain my experience. I did this after I had paid my bill so they knew I was not seeking a reduction on my bill. While polite to me, it was obvious that I was wasting my time. She did not take any notes at all, she defended some of the issues due to the hotel being busy with a conference and she tried to pass off some of the issues on the weather!
Amazing response from everyone at the Marriott Surfers Paradise. It is obvious that they simply are not in tune with the way business is going and what it will be like after this economic climate. I walked away very sad because there is so many things they could do that would make a world of difference. I suppose this is what happens when you are the largest hotel with indoor conference facilities in the area.
I came across a couple that were looking at holding their wedding there and suggested that they do a mystery shopper on the place before deciding.
Today I was delighted to see that some hotels are really trying to embrace technology and find ways to se it effectively. Have a look at http://www.linkedin.com/news?actionBar=&sik=1242945540921&aIdx=0&articleID=37174495
I was very disappointed indeed. Marriott is normally a brand you can trust but this hotel did not live up to the Marriott brand at all. Being a positive person and trying not to complain, I asked to speak to the manager to explain my experience. I did this after I had paid my bill so they knew I was not seeking a reduction on my bill. While polite to me, it was obvious that I was wasting my time. She did not take any notes at all, she defended some of the issues due to the hotel being busy with a conference and she tried to pass off some of the issues on the weather!
Amazing response from everyone at the Marriott Surfers Paradise. It is obvious that they simply are not in tune with the way business is going and what it will be like after this economic climate. I walked away very sad because there is so many things they could do that would make a world of difference. I suppose this is what happens when you are the largest hotel with indoor conference facilities in the area.
I came across a couple that were looking at holding their wedding there and suggested that they do a mystery shopper on the place before deciding.
Today I was delighted to see that some hotels are really trying to embrace technology and find ways to se it effectively. Have a look at http://www.linkedin.com/news?actionBar=&sik=1242945540921&aIdx=0&articleID=37174495
Tuesday, April 28, 2009
Obama and Leadership in the first 100 days
As the first 100 days passes, it would be useful to look at the Leadership style of President Obama so far.
Well he has been busy! It could be said that he arrived at a busy time with the economic issues, the Iraq and Afghanistan issues and a few other global and local problems on his desk. However, we have seen a man that has not shied away from the issues and in reality seems to have not only taken them head on, but also taken on ones that could have been put to one side for a while.
The size of the agenda he has launched into, is quite breathtaking. He has recognized that an immediate and sharp turn was needed away from the Bush approach to the world. President Obama needed to stamp his position and approach on a world that was largely seeking to make America irrelevant. He carefully sent out a clear signal that there was significant differences between the America of pre 2008 and the America of 2009 and beyond.
As with his campaign, he has recognized that the approaches of the past that have not achieved results, need rethinking. With Cuba, Iran and even Venezuela he has shown he is ready to relook at the situation. Not in a one-way approach to everything that dominated the Bush/Cheny era but with a proactive dialogue that engages and doesn’t distant other nations. He has shown more than once in both his campaign and in the first 100 days that he is open to new thinking and new approaches. This is probably one of the most significant leadership approaches that marks his style.
"Starting today, we must pick ourselves up, dust ourselves off, and begin again the work of remaking America" he told the crowd gathered for his inauguration, on January 20, 2009.
It has been acknowledged that USA has not always got it right in the past. He has done this in a way that does not attempt to excuse it but also does not dwell on it either. His recognition that other cultures see the world differently, has been a breath of fresh air across the globe. Generally Americans do not understand the difference in cultures and so are unable to see themselves through the eyes of other people. President Obama is not condoning other cultures and certainly not promoting American culture as the right one. He is acknowledging that there are some differences and, most importantly, that the real issue is about how to co-exist rather than confront.
There is a wonderful expression, “you catch more flies with honey than with vinegar”. Obama has certainly embraced this approach while at the same time not coming over as weak or unable to take a stand when needed. This is probably the second more significant leadership approach worth noting. People know where they stand with him but he has also got the ability to view the world through their eyes. People respect that.
Interestingly, his approach to the economy has received mixed reaction. Obviously the opposition party has said it is totally wrong, but even amongst his supporters there is doubts about it. One aspect that has been interesting was how early in the Presidency Tim Guitner was being slammed and now a few short weeks later, he is seen as probably quite astute. Certainly Obama has stuck by his man. His popularity has only dropped 3 points since the beginning of the 100 days but the public’s views of the handling of the economy is a lot lower.
It would appear that the reason people are prepared to give him the benefit of the doubt on the economy. Maybe it is simply that there is no viable alternative course of action is being held up. The Republican opposition has got good at pointing out what they think is wrong but not really holding up any viable alternative approach. Basically, the public see the problem as, do we hit the economy from the left or from the right. That is not a big question compared to do we use a 2 pound hammer or a 10 pound hammer? Do we hit it hard or tap it? Do we hit it at all? Those sort of differences may force people to group behind either the Democrats or the Republicans.
What is notable in terms of his leadership style through the economic crisis has been his willingness to make a decision and go with it without allowing himself to be distracted. He has not tried to find the perfect solution (probably because he recognizes that there simply isn’t one) and rather set a direction and then modify as he goes. A great lesson in knowing when the planning is over and action must begin, but action does not have to be rigid. I think it is called, Ready, Aim, Fire and Steer.
Is it working? Only Americans would be expecting results already. It is that same short term mentality of seeking immediate results that got us into the financial crisis we have. Only time will tell how much will be achieved but certainly the ground has been well prepared in the first 100 days.
America has certainly been granted a reprieve by the world. More countries are wanting to work with America to tackle issues, than they were in the last eight years or so. The approach to the economy is either right or wrong, time will tell but at least the approach is very similar across the globe.
The criticism that he is not being bipartisan is amusing to the rest of the world who are looking in from the outside. He can only be bipartisan if both sides want to find common ground. Bipartisan is not simply agreeing with the opposition. The GOP are jumping up and down saying that he is reaching out too far to people like Chavez of Venezuela, when they are seen as keeping their hands by their sides in Congress and the Senate. The truth is, they cannot be bipartisan because they are too frightened that they will loose their own seats. I imagine that behind the rhetoric and away from the cameras, there is a lot more bipartisanism going on.
Obama’s greatest challenge will be America itself. America thinks it has defined itself when in reality it has not for the modern world. It blames other parts of the world for the religious influence on their society and speaks strongly about democracy. But within America it strongly holds its religious positions despite the democratic will of the people. It holds up it Constitution when it suits and ignores it when it suits. It holds up the rule of law when it suits and then sets it aside when it suits.
There are fundamental flaws that undermine the long term strength of America and these need to be addressed. Americans are quick to pick up on minor issues like a hand shake and ignore more important issues like the desire to bury the past. America is quick to shout about human rights on the other side of the globe while justifying actions on the grounds of security. On these simple points, there are other parts of the world that are gaining ground still on America. China may not have a good record on human rights, but it is not pretending to be either. Cuba may not be democratic but it doesn’t pretend to be and what is the difference between them and Saudi Arabia? Venezuela may be vocal in opposition to America but it is a democracy and America still buys its oil while being vocal about everyone else.
Can President Obama tackle these long terms and internal issues? Only time will tell.
Leadership style so far has included:
Being prepared to consider an alternative approach and be more inclusive
Drawing a line on what has happened and now seeking solutions
Acknowledging past mistakes without dwelling them
Showing what he stands for and winning respect first
Being decisive and taking action
Surrounding himself with clever people
Understanding that there may be a different point of view
Friday, April 24, 2009
World Malaria Day
Tomorrow the 25th April is World Malaria Day. As someone who had Malaria, managed to survive and will always live with the side effects, I feel attached to this cause.
Please support the effort to eradicate malaria by going to
http://www.malarianomore.org/ and donate $10.
Thank you to everyone and best wishes
Paul
Tuesday, April 21, 2009
In Memory of Mark Twain
In Memory of Mark Twain who died today in 1910
A banker is a fellow who lends you his umbrella when the sun is shining, but wants it back the minute it begins to rain.
A man cannot be comfortable without his own approval.
Always acknowledge a fault. This will throw those in authority off their guard and give you an opportunity to commit more.
Always do right. This will gratify some people and astonish the rest.
An Englishman is a person who does things because they have been done before. An American is a person who does things because they haven't been done before.
Be careful about reading health books. You may die of a misprint.
By trying we can easily learn to endure adversity -- another man's I mean.
Clothes make the man. Naked people have little or no influence on society.
Courage is resistance to fear, mastery of fear - not absence of fear.
Do something every day that you don't want to do; this is the golden rule for acquiring the habit of doing your duty without pain.
Don't go around saying the world owes you a living. The world owes you nothing. It was here first.
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.
Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge.
Facts are stubborn things, but statistics are more pliable.
Fiction is obliged to stick to possibilities. Truth isn't.
For more Mark Twain Quotes go to http://www.quotationspage.com/quotes/Mark_Twain/
A banker is a fellow who lends you his umbrella when the sun is shining, but wants it back the minute it begins to rain.
A man cannot be comfortable without his own approval.
Always acknowledge a fault. This will throw those in authority off their guard and give you an opportunity to commit more.
Always do right. This will gratify some people and astonish the rest.
An Englishman is a person who does things because they have been done before. An American is a person who does things because they haven't been done before.
Be careful about reading health books. You may die of a misprint.
By trying we can easily learn to endure adversity -- another man's I mean.
Clothes make the man. Naked people have little or no influence on society.
Courage is resistance to fear, mastery of fear - not absence of fear.
Do something every day that you don't want to do; this is the golden rule for acquiring the habit of doing your duty without pain.
Don't go around saying the world owes you a living. The world owes you nothing. It was here first.
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live.
Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge.
Facts are stubborn things, but statistics are more pliable.
Fiction is obliged to stick to possibilities. Truth isn't.
For more Mark Twain Quotes go to http://www.quotationspage.com/quotes/Mark_Twain/
Saturday, April 18, 2009
Learn from mistakes
After the Thatcher era and her predecessor John Major, the Conservatives fell from grace and became lost in the wilderness for 10 years. Admittedly the arrival of Tony Blair and the way he shaped the Labour Party, became inspiring and that did not help the Conservatives. But the main reason the Conservatives struggled to find traction with the public was that nobody knew what they stood for. In addition, all they were seen as doing was knocking the opposition.
It is easy to knock the opposition. It is easy to destroy but it takes real a skill to build. I find it extremely painful to watch the Republican Party knock everything that is being done by Obama. Every time I listen to the news in North America, I hear a GOP Member knocking what Obama is doing. And many times it is so weak and unsubstantial that it is embarrassing.
I suppose this is what happens when the Party lacks a Leader, but the Party is starting to be seen as a Party that knows how to oppose, how to pick fault or scaremonger at every opportunity. If there is nothing of substance to be said, then it is better to say nothing than to reduce credibility.
Learn from the mistakes of the Conservatives in United Kingdom and take the time to regroup and decide what you stand for and what the modern world expects of Government and the United States of America. Stop talking as a Party of values when the Party has undermined many of the Christian and moral values of the world. Focus on finding a credible leader and learn how to build quickly before all you can do is destroy or knock down. Credibility will be as important as Strategy. At the moment the GOP has neither.
Good Government requires a credible opposition. If you don't believe me, look again at how much Labour got away with in UK for the years that the Conservatives were lost in the wilderness. Now UK is broken and weak. A massive loss that will take years to recover from.
It is easy to knock the opposition. It is easy to destroy but it takes real a skill to build. I find it extremely painful to watch the Republican Party knock everything that is being done by Obama. Every time I listen to the news in North America, I hear a GOP Member knocking what Obama is doing. And many times it is so weak and unsubstantial that it is embarrassing.
I suppose this is what happens when the Party lacks a Leader, but the Party is starting to be seen as a Party that knows how to oppose, how to pick fault or scaremonger at every opportunity. If there is nothing of substance to be said, then it is better to say nothing than to reduce credibility.
Learn from the mistakes of the Conservatives in United Kingdom and take the time to regroup and decide what you stand for and what the modern world expects of Government and the United States of America. Stop talking as a Party of values when the Party has undermined many of the Christian and moral values of the world. Focus on finding a credible leader and learn how to build quickly before all you can do is destroy or knock down. Credibility will be as important as Strategy. At the moment the GOP has neither.
Good Government requires a credible opposition. If you don't believe me, look again at how much Labour got away with in UK for the years that the Conservatives were lost in the wilderness. Now UK is broken and weak. A massive loss that will take years to recover from.
Friday, April 03, 2009
The two faces of Ryanair
I went to Dublin to speak this week. The trip was planned with Ryanair who is not an airline I have traveled with before. I am always wary of these airlines that do it on the cheap because they typically have a "cheap" mentality.
I was very surprised to arrive at East Midlands airport and get a friendly and helpful ground staff. The sign clearly said, 'one hand luggage' and I had two items but they were both small and together did not add up to the size of one bag. They also had sensitive electronic equipment in them and so I was expecting to be challenged, but they looked at the size and obviously realized that they were small and it did not matter. I was impressed.
On board I was delighted with the wonderful and friendly cabin crew who, despite being busy, were prepared to chat and we had some good dialogue all the way to Dublin. I left the plane really pleased.
Yesterday I returned to Dublin airport for my 2pm flight. What a difference!!!! Ground crew that told me off for the two bags (the same bags) and seem to want to dare me to be difficult with them. Anyway, I got past that and on board. Wow, what a difference. Senior cabin crew member Chloe was obviously having a bad day. Even the other crew members were wary of her. I spoke nicely to her and got a curt reply. I tried again later and got an even shorter reply.
She spent most of the flight scribbling some notes. It was clear that there was something she wasn't happy about and she was writing her notes up. Flippant comments like "if she thinks she can throw her weight around, she has another think coming"...... Then she was telling the others what to do while she filled out her reports and paperwork. As passengers we were smiling at each other and even at other crew members and raising our eyebrows. I looked at her and thought what a difference one person makes. In her faded uniform, torn under the arms and hem half down with a massive attitude and chip on her shoulder, she broke the experience I had with Ryanair.
I was glad to get to the airport and leave. I felt sorry for her colleagues who were obviously uncomfortable with her behavior. I would have paid more for a smile and a better attitude.
I was very surprised to arrive at East Midlands airport and get a friendly and helpful ground staff. The sign clearly said, 'one hand luggage' and I had two items but they were both small and together did not add up to the size of one bag. They also had sensitive electronic equipment in them and so I was expecting to be challenged, but they looked at the size and obviously realized that they were small and it did not matter. I was impressed.
On board I was delighted with the wonderful and friendly cabin crew who, despite being busy, were prepared to chat and we had some good dialogue all the way to Dublin. I left the plane really pleased.
Yesterday I returned to Dublin airport for my 2pm flight. What a difference!!!! Ground crew that told me off for the two bags (the same bags) and seem to want to dare me to be difficult with them. Anyway, I got past that and on board. Wow, what a difference. Senior cabin crew member Chloe was obviously having a bad day. Even the other crew members were wary of her. I spoke nicely to her and got a curt reply. I tried again later and got an even shorter reply.
She spent most of the flight scribbling some notes. It was clear that there was something she wasn't happy about and she was writing her notes up. Flippant comments like "if she thinks she can throw her weight around, she has another think coming"...... Then she was telling the others what to do while she filled out her reports and paperwork. As passengers we were smiling at each other and even at other crew members and raising our eyebrows. I looked at her and thought what a difference one person makes. In her faded uniform, torn under the arms and hem half down with a massive attitude and chip on her shoulder, she broke the experience I had with Ryanair.
I was glad to get to the airport and leave. I felt sorry for her colleagues who were obviously uncomfortable with her behavior. I would have paid more for a smile and a better attitude.
Tuesday, March 31, 2009
A great perspective....
This is simply great and well worth watching:
http://www.youtube.com/watch?v=LoGYx35ypus&feature=email
http://www.youtube.com/watch?v=LoGYx35ypus&feature=email
Saturday, March 28, 2009
Every once and a while you come across something outstanding and what really hits you about it is that it is so simple.
I was flying to Abu Dhabi with Etihad Airlines from Heathrow airport. I had apprehension because I had never flown with Etihad before. When I arrived at the check-in desk I was immediately welcomed by Faika who introduced me to Andrew behind the desk. My check-in was the best I have ever experienced. Faika talked to me while Andrew checked me in and got me the seat I wanted.
I went off to the lounge and when it came time to go to the gate, I got up and packed away my computer. Suddenly Faika was beside me and she told me not to rush as there was plenty of time. She told me to sit and relax and she will come and get me when it was time to go to the gate. She was so helpful and made sure I was looked after up until I was ready to board.
The flight was very good, the plane was excellent, clean, tidy and people were very efficient.
I can honestly say that this was the best experience I have ever had on an airline at any time. And it was not rocket science. It was simply a matter of making me feel connected to them in a positive way. I felt they cared.
My experience at the Intercontinental Hotel at Abu Dhabi immediately brought me back to earth with a bump. I was shocked at how they got the simple things so wrong and ruined my experience of the hotel.
It is not the expensive things that make a difference, it is the little things that make a massive difference in our business relationships.
Thanks Etihad and a special thanks to Faika. Sorry Intercontinental, but you have a nice hotel but not the experience that makes me want to come back.
I was flying to Abu Dhabi with Etihad Airlines from Heathrow airport. I had apprehension because I had never flown with Etihad before. When I arrived at the check-in desk I was immediately welcomed by Faika who introduced me to Andrew behind the desk. My check-in was the best I have ever experienced. Faika talked to me while Andrew checked me in and got me the seat I wanted.
I went off to the lounge and when it came time to go to the gate, I got up and packed away my computer. Suddenly Faika was beside me and she told me not to rush as there was plenty of time. She told me to sit and relax and she will come and get me when it was time to go to the gate. She was so helpful and made sure I was looked after up until I was ready to board.
The flight was very good, the plane was excellent, clean, tidy and people were very efficient.
I can honestly say that this was the best experience I have ever had on an airline at any time. And it was not rocket science. It was simply a matter of making me feel connected to them in a positive way. I felt they cared.
My experience at the Intercontinental Hotel at Abu Dhabi immediately brought me back to earth with a bump. I was shocked at how they got the simple things so wrong and ruined my experience of the hotel.
It is not the expensive things that make a difference, it is the little things that make a massive difference in our business relationships.
Thanks Etihad and a special thanks to Faika. Sorry Intercontinental, but you have a nice hotel but not the experience that makes me want to come back.
Monday, March 09, 2009
Friday, March 06, 2009
LACIE, Apple and CD-writer.com
The difference between two companies
We have a number of external hard drives and we have always bought from Apple stores. The LACIE brand was supposed to be good but as always is the case, you really know how good something is when it goes wrong.
Thursday:
The 1T LACIE external Hard Drive ceased working. This is a major problem for us as I am leaving the country for Australia on Sunday and we had work to prepare for the trip.
Can you contact LACIE? ONLY through email!!!!!. You have to email their support desk and then wait. And wait. And wait. And wait. It is now 24hours later and still no reply.
Now let me tell you about CD-writer.com ( http://www.cd-writer.com/ ) and our dealings with them yesterday.
One of the ways around our problem is to buy a DVD writer and copy the material we have taken off the LACIE Hard Drive. We phone (notice the access to a human being) and ask if we can order a DVD writer from them. The lady says it will have to be assembled and that it would be ready tomorrow (Friday) and then shipped to arrive Monday.
We explain our situation and we really need it urgently as I am leaving on Sunday. We ask if they will deliver on Saturday? She explains that there will be an extra charge for a Saturday delivery and we say we will pay it if necessary.
The lady from CD-writer.com then says she is going to see what she can do for us. She will endeavour to have a machine assembled and shipped so we get it on Friday.
Friday morning at 9am Interlink deliver a parcel in immaculate condition with a DVD writer inside from CD_writer.com. Wow. No hassle, no problems and guess how pleased we are?
By the way, when we look on line at LACIE, if we want a new Hard Drive the delivery is 3 to 5 days!!!!!
A big thank you to CD_writer.com and the staff there you are simply the best. We will keep you in mind when we need anything you sell. We recommend you to everyone.
To Apple I say, you are an amazing company and we love the product, the service and the backup you give when we have a problem. Please look at LACIE because they are letting your impeccable brand down.
To LACIE we say, wake up and smell the roses. If I have to tell the world how bad you are to get your attention, then you have a problem.
We have a number of external hard drives and we have always bought from Apple stores. The LACIE brand was supposed to be good but as always is the case, you really know how good something is when it goes wrong.
Thursday:
The 1T LACIE external Hard Drive ceased working. This is a major problem for us as I am leaving the country for Australia on Sunday and we had work to prepare for the trip.
Can you contact LACIE? ONLY through email!!!!!. You have to email their support desk and then wait. And wait. And wait. And wait. It is now 24hours later and still no reply.
Now let me tell you about CD-writer.com ( http://www.cd-writer.com/ ) and our dealings with them yesterday.
One of the ways around our problem is to buy a DVD writer and copy the material we have taken off the LACIE Hard Drive. We phone (notice the access to a human being) and ask if we can order a DVD writer from them. The lady says it will have to be assembled and that it would be ready tomorrow (Friday) and then shipped to arrive Monday.
We explain our situation and we really need it urgently as I am leaving on Sunday. We ask if they will deliver on Saturday? She explains that there will be an extra charge for a Saturday delivery and we say we will pay it if necessary.
The lady from CD-writer.com then says she is going to see what she can do for us. She will endeavour to have a machine assembled and shipped so we get it on Friday.
Friday morning at 9am Interlink deliver a parcel in immaculate condition with a DVD writer inside from CD_writer.com. Wow. No hassle, no problems and guess how pleased we are?
By the way, when we look on line at LACIE, if we want a new Hard Drive the delivery is 3 to 5 days!!!!!
A big thank you to CD_writer.com and the staff there you are simply the best. We will keep you in mind when we need anything you sell. We recommend you to everyone.
To Apple I say, you are an amazing company and we love the product, the service and the backup you give when we have a problem. Please look at LACIE because they are letting your impeccable brand down.
To LACIE we say, wake up and smell the roses. If I have to tell the world how bad you are to get your attention, then you have a problem.
Tuesday, March 03, 2009
Meetings under fire
It is interesting how legislation, however well meaning, can actually undermine the exact thing that the legislators are trying to support. I am talking about the economy and the laws being passed in USA that require those getting TARP money to curb spending on meetings etc.
There is a massive industry world world wide that depend on the meetings industry and what would happen if our major hotels collapsed due to this law
Go to http://www.tia.org/pressmedia/pressrec.asp?Item=949 and see the call going out to congress in USA to be very careful what they do.
There is a massive industry world world wide that depend on the meetings industry and what would happen if our major hotels collapsed due to this law
Go to http://www.tia.org/pressmedia/pressrec.asp?Item=949 and see the call going out to congress in USA to be very careful what they do.
Wednesday, February 11, 2009
Six Hotels, One Week!
It is another week and another round of hotels. In fact, this week it will be six hotels in one week, ouch.. (I must buy a place to live!!!!!!)
We are in the midst of a recession and I sometimes wonder what businesses are thinking. The last three nights have been three different hotels but all very similar in certain ways. All are modern, clean and in good condition. So I cannot really differentiate them on physical attributes, and if I did it would not be fair because they are all very different locations. So we are left with the mentality of the hotel in the service it provides.
Here it is so different. On Sunday night it is the Ettington Chase Hotel nestled in the Warwickshire country side. Wonderful location, excellent parking and beautiful setting if it wasn't covered in snow. Receptionist is delightful and very friendly. The room is good. This is not a cheap hotel at over £100 a night but also not that expensive. So far the experience is great.
In fact I am thinking that this is an ideal place to recommend to a client of mine as a venue for their conference. They would love the setting and the airy layout would be ideal.
I try to log into the internet and guess what. I have to go to reception and get a scratch card with a password on it. That is going to cost me £15 for the day. The first sign of a hotel that is penny pinching. If I can go into MacDonalds or Starbucks and get WiFi for free, and all hotels in the States are internet free, why am I expected to pay £15 at a hotel that charges over £100 a night? On top of that, I am expected to fetch a scratch card from reception to do this? My experience is broken.
In the morning we walk into the conference room to set up. Not only does the projector not work (the wires on the electric cable are so abused through use, they are showing through. Obviously they are penny pinching on the maintenance as well) but the projector is chained to the table!!!!!!!! What sort of clientele do they have in this hotel?
I will not recommend my client to this hotel. First of all, penny pinching by charging for the internet will simply be an insult to my client (as it was to me) and secondly, they are obviously not used to a quality client when the typical client they have wants to steal the projector (that doesn't work).
Ettington Chase Hotel - 2 points (1 for location and 1 for receptionist who they don't deserve to have working for them)
On to Manchester and the Cotton Hotel. Very similar to the Ettington. Out of town, plenty of parking, well laid out, nice room, very good receptionist, friendly atmosphere, good facilities, etc...... Service at the bar is outstanding and quality of food is wonderful. Wow! In reality the hotel is on a par with the Ettington Chase. I could be picky and point out things that were better but that would be unfair because those differences would be because my experience was so good I want to tell you to go there. Don't get me wrong, it is on a main road and it is not the Ritz, but it is simply a more than acceptable place to stay overnight when on business or traveling. AND IT IS THE SAME PRICE AS THE ETTINGTON CHASE HOTEL. Guess what? I was GIVEN a code to access the internet at NO EXTRA CHARGE!!!!! My experience is unbroken from arrival in the car park to the taxi being on time to take me to the airport when I left.
Cotton Hotel - 9
Landed in London at 9.30pm and I am booked into the Ibis Hotel at Heathrow. Now this is a basic hotel and expectations are not high. It is clean and functional. After all it is £52 for the night. Receptionist is excellent. In fact I am amazed at the service bearing in mind the hotel. Room is what you expect from an IBIS, it is clean and comfortable and remarkably roomy. I was expecting to be in a tiny room. Internet is not free and in fact it is expensive at 20Euro. But if you have an account with Boingo, BT, T-Mobile, etc, you can log in using your own account.
However, no iron and ironing board. mmmmm, ah well it is £52 and I can order one from reception. In the morning however, I find there is no hairdryer!!! I phone reception and I can FETCH one from reception. (He is on his own and cannot deliver it). Experience is broken. For the sake of less the £8 for a hairdryer in the room, they broke my experience and I will not return to the IBIS.
IBIS Hotel - 5
There is a recession and yet two out of three hotels broke my experience because they are penny pinching and as a result loosing real business. Ahh well. Off to Brussels and then Amsterdam. Can they make or break my experience?
We are in the midst of a recession and I sometimes wonder what businesses are thinking. The last three nights have been three different hotels but all very similar in certain ways. All are modern, clean and in good condition. So I cannot really differentiate them on physical attributes, and if I did it would not be fair because they are all very different locations. So we are left with the mentality of the hotel in the service it provides.
Here it is so different. On Sunday night it is the Ettington Chase Hotel nestled in the Warwickshire country side. Wonderful location, excellent parking and beautiful setting if it wasn't covered in snow. Receptionist is delightful and very friendly. The room is good. This is not a cheap hotel at over £100 a night but also not that expensive. So far the experience is great.
In fact I am thinking that this is an ideal place to recommend to a client of mine as a venue for their conference. They would love the setting and the airy layout would be ideal.
I try to log into the internet and guess what. I have to go to reception and get a scratch card with a password on it. That is going to cost me £15 for the day. The first sign of a hotel that is penny pinching. If I can go into MacDonalds or Starbucks and get WiFi for free, and all hotels in the States are internet free, why am I expected to pay £15 at a hotel that charges over £100 a night? On top of that, I am expected to fetch a scratch card from reception to do this? My experience is broken.
In the morning we walk into the conference room to set up. Not only does the projector not work (the wires on the electric cable are so abused through use, they are showing through. Obviously they are penny pinching on the maintenance as well) but the projector is chained to the table!!!!!!!! What sort of clientele do they have in this hotel?
I will not recommend my client to this hotel. First of all, penny pinching by charging for the internet will simply be an insult to my client (as it was to me) and secondly, they are obviously not used to a quality client when the typical client they have wants to steal the projector (that doesn't work).
Ettington Chase Hotel - 2 points (1 for location and 1 for receptionist who they don't deserve to have working for them)
On to Manchester and the Cotton Hotel. Very similar to the Ettington. Out of town, plenty of parking, well laid out, nice room, very good receptionist, friendly atmosphere, good facilities, etc...... Service at the bar is outstanding and quality of food is wonderful. Wow! In reality the hotel is on a par with the Ettington Chase. I could be picky and point out things that were better but that would be unfair because those differences would be because my experience was so good I want to tell you to go there. Don't get me wrong, it is on a main road and it is not the Ritz, but it is simply a more than acceptable place to stay overnight when on business or traveling. AND IT IS THE SAME PRICE AS THE ETTINGTON CHASE HOTEL. Guess what? I was GIVEN a code to access the internet at NO EXTRA CHARGE!!!!! My experience is unbroken from arrival in the car park to the taxi being on time to take me to the airport when I left.
Cotton Hotel - 9
Landed in London at 9.30pm and I am booked into the Ibis Hotel at Heathrow. Now this is a basic hotel and expectations are not high. It is clean and functional. After all it is £52 for the night. Receptionist is excellent. In fact I am amazed at the service bearing in mind the hotel. Room is what you expect from an IBIS, it is clean and comfortable and remarkably roomy. I was expecting to be in a tiny room. Internet is not free and in fact it is expensive at 20Euro. But if you have an account with Boingo, BT, T-Mobile, etc, you can log in using your own account.
However, no iron and ironing board. mmmmm, ah well it is £52 and I can order one from reception. In the morning however, I find there is no hairdryer!!! I phone reception and I can FETCH one from reception. (He is on his own and cannot deliver it). Experience is broken. For the sake of less the £8 for a hairdryer in the room, they broke my experience and I will not return to the IBIS.
IBIS Hotel - 5
There is a recession and yet two out of three hotels broke my experience because they are penny pinching and as a result loosing real business. Ahh well. Off to Brussels and then Amsterdam. Can they make or break my experience?
Monday, January 26, 2009
Inauguration Photos
Here are some great photos of the Inauguration in Washington
http://www.boston.com/bigpicture/2009/01/the_inauguration_of_president.html
http://www.boston.com/bigpicture/2009/01/the_inauguration_of_president.html
Saturday, January 24, 2009
Inaugeration speech
The Inauguration speech in Washington this week showed a different Obama than we have seen over the last year. It was not as inspirational as we have been used to but it was the most purposeful. He has already proved he can pull on people's heart strings, make them weep and create a thunderous applause. He was not aiming at any of those on this occasion. The inauguration speech was designed to make people think.
There was something in there for everyone and people took from it what meant the most to them. Those that wanted to hear him to make a statement about terrorism, got the assurance that he will stand up to terrorists, but also that he was prepared to reach out to those that wanted to work toward mutual "respect'.
To those that wanted to hear him speak about the race issue, they heard a brilliant statement that balanced the issue with the honor.
To those that wanted him to attack the previous Administration, he managed to do it with respect whilst being very purposeful. It would have been easy to blame but rather he spoke about "our collective failure to make hard choices".
Interestingly he only used the word 'change' twice. The theme was about being "responsible" and moving forward. He spoke about America being ready to "lead" again and made it clear what the values were that would make this happen. I don't think it was an accident that the first two were "honesty and hard work".
The speech was aimed at the people of America and the world at large. I cannot recall anyone standing so strongly in the 'center ground' and reach out to the outer limits in both directions.
The more I listen to the speech, the more I marvel at the careful way he crafted a speech that was so personal and yet so meaningful. To those that did not find what they were looking for, they should listen to it again. Maybe they were expecting the Ra Ra of previous speeches and so lost the essence of what it was about. To those that say it lacked content, it was not designed to spoon feed you, it was designed to make you think.
The line I liked was about the use of 'power'. “Our power alone can’t protect us nor does it entitle us to do with as we please. Our power grows through prudent use”. If he can ensure that the power does not get the better of him but uses it prudently to lead the way forward, then he will be a great leader.
President Obama showed that the rousing speeches were over and now he was going to act. And act he has, already...
President Obama
Sunday, January 18, 2009
The arrival of Obama
The comparisons of Obama to Past US Presidents is inevitable as historians look for parallels. The most significant is the parallel with Kennedy. Both men had to overcome personal issues that stood in the way of them accepted.
Obama is African American. Kennedy was Catholic.
In these days it seems strange to look back at that time and think that Kennedy being Catholic would have been an issue. It seems absurd that there was a time in America that this was a major issue.
We are into a generation that wonders in awe at the age when black people in America were slaves and treated as a second level of humanity.
It is now common that black and other ethic minorities hold political office in various parts of the country. True it is the first time one has held the highest office as President, but I can't help but wonder what people will think when they look back at 2009 and Obama being inaugurated as President of the United States of America?
If we look back as incredulous that being a Catholic would be an issue to becoming President, will people in 40 years time think it incredulous that Obama being black would be an issue to becoming President?
What will the world be like when we can look back and be amazed that such an era existed?
Friday, January 16, 2009
Intent
The recent controversy in United Kingdom has been around the Royal Family being racist in their remarks to some of their friends. I don't think that anyone believes that Prince Harry or his Father are racist.
The fact that neither of the people concerned feel that Prince Harry or Prince Charles respectively, have been racist in their remarks or treatment of them, shows that the 'intent' was not racist. In fact, it seems that in one case at least, it was viewed as a term of endearment.
However, in today's society, it seems our intent is not enough. Our intent may be honorable but society now wants more. In the case of the two members of the Royal family, how they behaved and talked in private with their friends is no longer private and so they need to consider how their actions will impact others who see their behavior.
That is perfectly reasonable and I understand that. If you are a public figure you need to remember that what you say or how you behave has an impact on others. But where does the line get drawn?
I have been called a "whitey" before now. I was not offended. Why? Because at the times that it has been said to me, the intent was not negative. I may have felt different if I knew the intent was negative, but it wasn't.
So who makes the decision? Who decides if it is a term of endearment or an abuse of their heritage? Of course, there is no answer to this. Why? Because we are so quick to point the fault out in others, notice what others are doing wrong and seek ways to confront issues. But at the same time we forget to be responsible ourselves.
A responsible person dos not seek confrontation and does not seek to belittle others. They seek to understand the intent and make responsible decisions accordingly.
Did the Prince's intend to be disrespectful of the people concerned? I think not. Did the people concerned take it as disrespectful? Is seems not. Should others viewing it from outside and not involved in the relationship, view it as disrespectful? Do they have the right to form an opinion about a personal friendship and something they were not involved in?
I believe that they have no right to comment without first taking the time to know the 'intent'.
Having said that I am not agreeing with Prince Harry and Prince Charles. The Prince's should be aware that some people with less than honorable intent will use the actions of the Prince's as justification for their name calling. Those are the real racists and they are the ones that need dealing with.
It seems we spend more time finding fault with the people who set a bad example than the people who are really doing wrong. Last week I watched two ice hockey players beat each other up in the rink in front of a paying crowd.
The intent is wrong. The behavior is wrong. The example it sets to the kids (and adults) is wrong. Yet it is tolerated. Sometimes we need to step back and put things into context a bit more. It is about being responsible.
The fact that neither of the people concerned feel that Prince Harry or Prince Charles respectively, have been racist in their remarks or treatment of them, shows that the 'intent' was not racist. In fact, it seems that in one case at least, it was viewed as a term of endearment.
However, in today's society, it seems our intent is not enough. Our intent may be honorable but society now wants more. In the case of the two members of the Royal family, how they behaved and talked in private with their friends is no longer private and so they need to consider how their actions will impact others who see their behavior.
That is perfectly reasonable and I understand that. If you are a public figure you need to remember that what you say or how you behave has an impact on others. But where does the line get drawn?
I have been called a "whitey" before now. I was not offended. Why? Because at the times that it has been said to me, the intent was not negative. I may have felt different if I knew the intent was negative, but it wasn't.
So who makes the decision? Who decides if it is a term of endearment or an abuse of their heritage? Of course, there is no answer to this. Why? Because we are so quick to point the fault out in others, notice what others are doing wrong and seek ways to confront issues. But at the same time we forget to be responsible ourselves.
A responsible person dos not seek confrontation and does not seek to belittle others. They seek to understand the intent and make responsible decisions accordingly.
Did the Prince's intend to be disrespectful of the people concerned? I think not. Did the people concerned take it as disrespectful? Is seems not. Should others viewing it from outside and not involved in the relationship, view it as disrespectful? Do they have the right to form an opinion about a personal friendship and something they were not involved in?
I believe that they have no right to comment without first taking the time to know the 'intent'.
Having said that I am not agreeing with Prince Harry and Prince Charles. The Prince's should be aware that some people with less than honorable intent will use the actions of the Prince's as justification for their name calling. Those are the real racists and they are the ones that need dealing with.
It seems we spend more time finding fault with the people who set a bad example than the people who are really doing wrong. Last week I watched two ice hockey players beat each other up in the rink in front of a paying crowd.
The intent is wrong. The behavior is wrong. The example it sets to the kids (and adults) is wrong. Yet it is tolerated. Sometimes we need to step back and put things into context a bit more. It is about being responsible.
Wednesday, January 14, 2009
Turino
Speaking in Turino Italy. Listen to it here
http://meetingsreview.com/emailers/45/mr-mr-45.htm
Friday, January 09, 2009
Rod Blagojevich and Bill Clinton
The embarrassing saga of the Illinois Governor Rod Blagojevich, is sad enough to watch and is made worse by the fact it is Obama's home seat. But I want to throw up when I hear him use great poems by Rudyard Kipling and Tennyson to justify his behavior.
It has made me reflect on the difference between the impeachment drive on Blagojevich and the drive to impeach Clinton. Both have lied. One lied over something that was naughty and the other has appeared to act illegally. One is a basically good man that was sometimes stupid, and finally acknowledged his lack of judgment. The other if fundamentally a questionable character but then also doesn't care about anything but himself.
Rod, read the poem 'If" again, it also says, "...being lied about, don't deal in lies, being hated, don't give way to hating, and yet don't look too good, nor talk too wise:" and also "...and start again at your beginnings, and never breath a word about your loss".
For the sake of your State, GO
It has made me reflect on the difference between the impeachment drive on Blagojevich and the drive to impeach Clinton. Both have lied. One lied over something that was naughty and the other has appeared to act illegally. One is a basically good man that was sometimes stupid, and finally acknowledged his lack of judgment. The other if fundamentally a questionable character but then also doesn't care about anything but himself.
Rod, read the poem 'If" again, it also says, "...being lied about, don't deal in lies, being hated, don't give way to hating, and yet don't look too good, nor talk too wise:" and also "...and start again at your beginnings, and never breath a word about your loss".
For the sake of your State, GO
Are they Speakers, Trainers or Facilitators?
The use of the words “Speaker”, “Trainer” and “Facilitator” have been used intermittently as though they are all doing the same sort of thing. In reality each of these are skills in their own right. To group them all together would be like mixing up singers, actors and dancers and viewing them as performers. They are all performers but each has a skill that is honed and crafted. To assume that one would be able to do the same as the other, would be ridiculous and show no respect for any of the professions. Not being able to differentiate the skills and value the differences, only causes additional issues at a time when there is a call for meetings, conferences and events to show a Return on Investment (ROI).
As the concept of a ‘Meeting Architect’* starts to make sense and take hold, all contributors to the industry need to re-evaluate their role and the contribution they make, not only to the aims and objectives of the meeting, event or conference, but also how they collaborate with all the other contributors. These important players will need to re-evaluate their perception of themselves and of their fellow contributors in the future.
Let us identify the differences.
Training sessions are meant to take someone through a process of being able to learn and then apply the knowledge. It’s about helping someone develop the skill and the competence to do something. Training almost certainly will include interaction between the presenter and the delegate. It will probably require exercises and training can be over a prolonged period of time. In other words, it can take a day, two days, five days or more.
The Trainer has the skill to deliver a training session in a way that involves the participants and will often help them explore their learning, rather than tell them. The Trainer will pose questions to encourage the discussion and then do exercises that will allow people to discover and even practice their learning. The skills of a Trainer can be aligned to those of a coach, as training is often a voyage of discovery. The Trainer knows the outcome and will steer the sessions to achieve the outcome over the given period of time.
A workshop tends to be shorter and is normally no more than a day. A workshop tends to focus on a specific subject or an aspect that a group of people want to explore or discuss. Some workshops could be referred to as a short training session. However, the workshop can also be used as an opportunity to bring thinking together or what some people call brainstorming. In these cases the person running it will be more of a Facilitator than a trainer.
The Facilitator will typically either have specialist knowledge, or the ability to facilitate discussion between people that do have the knowledge, or both. A workshop may bring in a person with expertise knowledge to set the scene for the discussion that follows. This person may well present or at least en-capture the situation, highlight the issues and then articulate the desired outcomes. A Facilitator will then draw out any discussion and debate.
Finally we have the Speaker. A Speaker is typically speaking for 30 minutes, 40 minutes or sixty minutes. There are occasions when a Speaker can go longer but because their role is different, time is imperative. The main skill of a Speaker is their ability to impart information in as few words as possible whilst being meaningful. A Speaker has little or no opportunity for interaction and so their skill is to engage the audience and often give them something meaningful that they can make use of.
Of course there are different types of speakers. At one end of the spectrum a Speaker can simply be an entertainer there to amuse, amaze or in some cases inspire the audience. This speaker is closer to an entertainer and in this case the Speaker is not there to impart knowledge or create a desired outcome towards an objective. In this situation, the Speaker raises spirits and relaxes people or makes them feel good.
At the other end of the spectrum, a Speaker is able to impart information of value or interest, in as short a time as possible. The key here is that the Speaker has ‘content’ to deliver and can put the points over in a meaningful manner that the audience can grasp and use. The Speaker can still do this in an entertaining or humorous manner but the essence of the presentation is to add value, provide information, challenge thinking and give them something they can take away and apply to their lives.
Difference between Training and Facilitation:
Training is the development of people to do something. It has a desired outcome and the Trainer has the skills to steer the participants in a direction so that they can do the required outcome. For example, as a result of the training I have the knowledge and a level of ability to do something different. I will now practice what I have learnt and be able to perform accordingly.
Facilitation is the ability to create discussion and draw out people’s thinking. It is to exchange ideas and thoughts in a structured manner. The outcome will not be the participants capable of doing something in particular, but rather that there is peer learning, clarity, consensus and possibly a direction set. For example, as a result of a workshop I understand a different point of view, realize what further skills I need to develop or I understand how I need to adjust my current approach to take into consideration other people’s situations.
Difference between Facilitation and Speaking:
Facilitation allows and even encourages discussion and draws out the thinking of the group with none or little input from the person carrying out the Facilitating. The Facilitator keeps the discussion moving, ensures lively interaction, stimulates the discussion, keeps it focused and draws it to a logical conclusion. The
Facilitator will summarize the outcome and what steps need to be taken as a result of the workshop. People will walk away knowing what should be done as a result. For example, the workshop highlighted the weaknesses in our approach and we now know we need to gather more information to proceed or amend our plan. As a result, we will pull together the new research and meet again to discuss it. In the meantime, I will adjust my approach in the light of what has come out of the workshop.
Speaking shakes up people’s thinking, challenges them to think differently and imparts some knowledge or a perspective that encourages people to consider new options, new approaches or alternative ways of doing things. There may be no specific conclusions but the delegate attending will have understood enough to go away and be able to approach things differently. For example, I realize we have been stuck in a rut and need to approach things differently in the future. I need to tackle certain issues in particular and then implement a measurable system similar to what was described by the speaker.
In some cases, the Speaker is simply entertaining and inspiring. The take-away value is less about the ‘content’ and more about feeling positive or happy. For example, if he can overcome those sorts of obstacles in life, then I should be able to do a lot better at approaching what I see as problems. Look at how he persevered and kept focused through everything that happened, maybe I am allowing myself to become too distracted and easily intimidated by what is happening around me.
All three of these people can and should add value to any meeting, conference or event. Whether it is a short training session, a facilitated discussion or imparting knowledge and challenging thoughts, the three skills bring added value. The key is the ability of the Trainer, Facilitator or Speaker to be able to do two things.
Firstly, to be a professional and hone their skills to be able to deliver to the best of their ability. Each one of them has a different skill that needs to be crafted and developed so that they can deliver at the highest possible level.
Secondly, to be professional enough to set aside their ego and be able to focus on the outcomes desired by the customer AND work with others to achieve this outcome. For example, a Speaker may challenge the thinking of the delegates and then the facilitator may run a workshop to brainstorm ideas that came out of the speech and the other workshops (small training sessions) may show people how to do things differently.
This joined up approach requires Speakers, Facilitators and Trainers to respect each other’s strengths and differences. All three should appreciate each other’s skills and the differences between the skills. Some individuals will make good Speakers and not good Trainers or Facilitators whilst a good Trainer will not automatically have the skills to be a good Speaker or Facilitator.
Having respected each other’s contributions and the value they can offer, then they need to be able to work together to make a meeting or conference a great success. Not only working together between the three of them but also with all the other players that come together to deliver an end result – the objectives of the meeting, event or conference.
The Meeting Architect is likely to re-invent this industry, make it more professional and bring a higher level of results. It will make the industry more professional and will make ROI the norm and not a burden. Most of all it has the potential to make this industry, including speakers, trainers and facilitators, work together in a way it never has before. The time is right and the demand is there, but can the players work together to make it happen? A good start is to use the same language and then appreciate and value the differences and contribution everyone makes.
Paul Bridle
www.paulbridle.com
Paul is speaking at MPI Europe and Middle East Conference in Torino, Italy, March 1 to 3, 2009
*See Meeting Architecture a manifesto by Maarten Vanneste
As the concept of a ‘Meeting Architect’* starts to make sense and take hold, all contributors to the industry need to re-evaluate their role and the contribution they make, not only to the aims and objectives of the meeting, event or conference, but also how they collaborate with all the other contributors. These important players will need to re-evaluate their perception of themselves and of their fellow contributors in the future.
Let us identify the differences.
Training sessions are meant to take someone through a process of being able to learn and then apply the knowledge. It’s about helping someone develop the skill and the competence to do something. Training almost certainly will include interaction between the presenter and the delegate. It will probably require exercises and training can be over a prolonged period of time. In other words, it can take a day, two days, five days or more.
The Trainer has the skill to deliver a training session in a way that involves the participants and will often help them explore their learning, rather than tell them. The Trainer will pose questions to encourage the discussion and then do exercises that will allow people to discover and even practice their learning. The skills of a Trainer can be aligned to those of a coach, as training is often a voyage of discovery. The Trainer knows the outcome and will steer the sessions to achieve the outcome over the given period of time.
A workshop tends to be shorter and is normally no more than a day. A workshop tends to focus on a specific subject or an aspect that a group of people want to explore or discuss. Some workshops could be referred to as a short training session. However, the workshop can also be used as an opportunity to bring thinking together or what some people call brainstorming. In these cases the person running it will be more of a Facilitator than a trainer.
The Facilitator will typically either have specialist knowledge, or the ability to facilitate discussion between people that do have the knowledge, or both. A workshop may bring in a person with expertise knowledge to set the scene for the discussion that follows. This person may well present or at least en-capture the situation, highlight the issues and then articulate the desired outcomes. A Facilitator will then draw out any discussion and debate.
Finally we have the Speaker. A Speaker is typically speaking for 30 minutes, 40 minutes or sixty minutes. There are occasions when a Speaker can go longer but because their role is different, time is imperative. The main skill of a Speaker is their ability to impart information in as few words as possible whilst being meaningful. A Speaker has little or no opportunity for interaction and so their skill is to engage the audience and often give them something meaningful that they can make use of.
Of course there are different types of speakers. At one end of the spectrum a Speaker can simply be an entertainer there to amuse, amaze or in some cases inspire the audience. This speaker is closer to an entertainer and in this case the Speaker is not there to impart knowledge or create a desired outcome towards an objective. In this situation, the Speaker raises spirits and relaxes people or makes them feel good.
At the other end of the spectrum, a Speaker is able to impart information of value or interest, in as short a time as possible. The key here is that the Speaker has ‘content’ to deliver and can put the points over in a meaningful manner that the audience can grasp and use. The Speaker can still do this in an entertaining or humorous manner but the essence of the presentation is to add value, provide information, challenge thinking and give them something they can take away and apply to their lives.
Difference between Training and Facilitation:
Training is the development of people to do something. It has a desired outcome and the Trainer has the skills to steer the participants in a direction so that they can do the required outcome. For example, as a result of the training I have the knowledge and a level of ability to do something different. I will now practice what I have learnt and be able to perform accordingly.
Facilitation is the ability to create discussion and draw out people’s thinking. It is to exchange ideas and thoughts in a structured manner. The outcome will not be the participants capable of doing something in particular, but rather that there is peer learning, clarity, consensus and possibly a direction set. For example, as a result of a workshop I understand a different point of view, realize what further skills I need to develop or I understand how I need to adjust my current approach to take into consideration other people’s situations.
Difference between Facilitation and Speaking:
Facilitation allows and even encourages discussion and draws out the thinking of the group with none or little input from the person carrying out the Facilitating. The Facilitator keeps the discussion moving, ensures lively interaction, stimulates the discussion, keeps it focused and draws it to a logical conclusion. The
Facilitator will summarize the outcome and what steps need to be taken as a result of the workshop. People will walk away knowing what should be done as a result. For example, the workshop highlighted the weaknesses in our approach and we now know we need to gather more information to proceed or amend our plan. As a result, we will pull together the new research and meet again to discuss it. In the meantime, I will adjust my approach in the light of what has come out of the workshop.
Speaking shakes up people’s thinking, challenges them to think differently and imparts some knowledge or a perspective that encourages people to consider new options, new approaches or alternative ways of doing things. There may be no specific conclusions but the delegate attending will have understood enough to go away and be able to approach things differently. For example, I realize we have been stuck in a rut and need to approach things differently in the future. I need to tackle certain issues in particular and then implement a measurable system similar to what was described by the speaker.
In some cases, the Speaker is simply entertaining and inspiring. The take-away value is less about the ‘content’ and more about feeling positive or happy. For example, if he can overcome those sorts of obstacles in life, then I should be able to do a lot better at approaching what I see as problems. Look at how he persevered and kept focused through everything that happened, maybe I am allowing myself to become too distracted and easily intimidated by what is happening around me.
All three of these people can and should add value to any meeting, conference or event. Whether it is a short training session, a facilitated discussion or imparting knowledge and challenging thoughts, the three skills bring added value. The key is the ability of the Trainer, Facilitator or Speaker to be able to do two things.
Firstly, to be a professional and hone their skills to be able to deliver to the best of their ability. Each one of them has a different skill that needs to be crafted and developed so that they can deliver at the highest possible level.
Secondly, to be professional enough to set aside their ego and be able to focus on the outcomes desired by the customer AND work with others to achieve this outcome. For example, a Speaker may challenge the thinking of the delegates and then the facilitator may run a workshop to brainstorm ideas that came out of the speech and the other workshops (small training sessions) may show people how to do things differently.
This joined up approach requires Speakers, Facilitators and Trainers to respect each other’s strengths and differences. All three should appreciate each other’s skills and the differences between the skills. Some individuals will make good Speakers and not good Trainers or Facilitators whilst a good Trainer will not automatically have the skills to be a good Speaker or Facilitator.
Having respected each other’s contributions and the value they can offer, then they need to be able to work together to make a meeting or conference a great success. Not only working together between the three of them but also with all the other players that come together to deliver an end result – the objectives of the meeting, event or conference.
The Meeting Architect is likely to re-invent this industry, make it more professional and bring a higher level of results. It will make the industry more professional and will make ROI the norm and not a burden. Most of all it has the potential to make this industry, including speakers, trainers and facilitators, work together in a way it never has before. The time is right and the demand is there, but can the players work together to make it happen? A good start is to use the same language and then appreciate and value the differences and contribution everyone makes.
Paul Bridle
www.paulbridle.com
Paul is speaking at MPI Europe and Middle East Conference in Torino, Italy, March 1 to 3, 2009
*See Meeting Architecture a manifesto by Maarten Vanneste
Wednesday, January 07, 2009
Communication
In 1927 on this day, a transatlantic telephone link between London and New York was opened. How far the telephone has come in 80 years. Now we can speak clearly and over the internet for free, if both parties are connected with VOIP.
Wouldn't it be amazing if people had advanced as fast as the technology in terms of their ability to communicate? Humans have not moved forward in hundreds of years in learning how to communicate with each other. So once again we begin a year with wars being started and continued. We have more and better systems to communicate with but still lack the content necessary to make a difference.
Maybe we should start taxing countries that go to war. Maybe we need a global rule that says a Government or party cannot run for election if they allowed a war to start on their watch! Ok, maybe these are stupid ideas, but so is what we have been doing for hundreds of years.
On a better note, 7th January 1927 was also the day the Harlem Globetrotters basketball team was founded. Now that was a team worth watching. They knew how to communicate :)
Wouldn't it be amazing if people had advanced as fast as the technology in terms of their ability to communicate? Humans have not moved forward in hundreds of years in learning how to communicate with each other. So once again we begin a year with wars being started and continued. We have more and better systems to communicate with but still lack the content necessary to make a difference.
Maybe we should start taxing countries that go to war. Maybe we need a global rule that says a Government or party cannot run for election if they allowed a war to start on their watch! Ok, maybe these are stupid ideas, but so is what we have been doing for hundreds of years.
On a better note, 7th January 1927 was also the day the Harlem Globetrotters basketball team was founded. Now that was a team worth watching. They knew how to communicate :)
Tuesday, January 06, 2009
A Balance Perspective
Dictionaries are like watches; the worst is better than none, and the best cannot be expected to be quite true.
Samuel L. Jackson
Let us keep a balanced perspective.
Obama will make mistakes
The recession will end
There will be another crisis after this one
Banks will still come out of this on top
Mugabe will die and nothing will change
Israel will always see every issue like a hammer sees a nail
Children will grow up having to learn the lessons for themselves
Change will happen and nothing will change.
A balanced perspective is needed. It is easy to be a radical. It takes guts and determination to be balanced.
Samuel L. Jackson
Let us keep a balanced perspective.
Obama will make mistakes
The recession will end
There will be another crisis after this one
Banks will still come out of this on top
Mugabe will die and nothing will change
Israel will always see every issue like a hammer sees a nail
Children will grow up having to learn the lessons for themselves
Change will happen and nothing will change.
A balanced perspective is needed. It is easy to be a radical. It takes guts and determination to be balanced.
Sunday, January 04, 2009
...and on politically correctness
"I used to think I was poor. Then they told me I wasn't poor, I was needy. Then they told me it was self-defeating to think of myself as needy. I was deprived. (Oh not deprived but rather underprivileged.) Then they told me that underprivileged was overused. I was disadvantaged.
I still don't have a dime. But I have a great vocabulary." -Jules Feiffer
Why do we spend so much time hiding behind words instead of taking responsibility for our circumstances?
In all my years in Africa I never met a black person that was not proud of being black, despite his or her circumstances. However, I have met many whites that are not proud of being white.
In 2009, let us not focus on defining our differences and rather focus on what we all can do to make progress. Don't let the few that use differences between us as a weapon, distract us from making progress and making a better world. The future is about being responsible and not lamenting circumstances.
I still don't have a dime. But I have a great vocabulary." -Jules Feiffer
Why do we spend so much time hiding behind words instead of taking responsibility for our circumstances?
In all my years in Africa I never met a black person that was not proud of being black, despite his or her circumstances. However, I have met many whites that are not proud of being white.
In 2009, let us not focus on defining our differences and rather focus on what we all can do to make progress. Don't let the few that use differences between us as a weapon, distract us from making progress and making a better world. The future is about being responsible and not lamenting circumstances.
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