Same goes

Tomorrow is the monthly review with the team, where we sit down and most of the time I'll do the talking. It is really hard to hear the team voices, as I can see that not everyone really into this business. They come to work for the sake of work, check the bank account early of the month, pay bills and do your daily task.

So it's like running the operation alone, whereby plans carry out but not efficient. How effiecient we're talking about? RESULTS and moving towords the next level. Creative synergy and teamwork produce great effects. Now, how do I include them in the circle?

It is hard to manage and maintain your human resource account, the deposits and the withdrawals through emotional account. The one most important thing for a leader to look out is the human accounts.

Well, I am very dissapointed with how 'these people' handle their staffs. Money doesn't produce results. It is the people.

I should continue with preparing slides for tomorrow. The pause maybe too long haha.

I make the best of the best I can

As usual, tomorrow is my customer satisfaction index review. Mostly we talk the 'walk' and derive any fails item, based from the feedback by customers.

Again, I can't see clearly whats going on with the team. Why do we keep on failing for the past 7 months?

I used my precious time, go out, to understand more what's going on before to be understood. There are some little things that they (engineers) need to improve, but still I can't see any big flaws during the service. Trace by the case that I attended with engineers, all with good feedbacks.

So I think that they are giving their best, cover up mistakes, commit, so that they will show how good they are with customers. Yet, we are still fail to meet our target. Customers keep on saying 'fast', 'good', 'ok lah', but not outstanding or excellent.

Today, I try to change my perspective. The paradigm shift.

I will try to go deep, focus more on what customer commented rather than looking on what those guys have been doing, mistakes and flaws.

I should come out with something tonight.....so stay tune.

I will walk the 'talk' instead.

Cant sleep....again

Its 2 am right now, try to sleep but can't sleep.

As usual, if I can't sleep I will read this book from Stephen R. Covey titled Principle-centered leadership. It's a good book, on how transforming you views on management and leadership. The problem I'm having right now is....I do not understand most of the part. Maybe I need to read it twice and pause between paragraph, giving time for my brain to process.

Let me share some few lines in the book, the chapter that I read it tonight.

The writer writes about how leadership different from management. You use your left brain to manage, right brain to lead. It's like yin and yang, where yin is the feminine part and yang the masculine. Do not confuse with man and woman, man can be feminine or woman can be masculine. The left mostly deals with words, the right with pictures; the left with parts and specifics, the right synthesis - to put together. Sequential thinking, time bound for the left and the right is simultaneous and holistic thinking, time free and it might lose a sense of time altogether.

Oh, he does mention about ethos, pathos and logos. (He mention ' Greek philosophers' only....no Aristotle)

Anyways, the point is that we need to balance both our management and leadership to bring out the best in our organizations. Management is about doing things right and leadership is about doing the right things.

Yumm

Beef, rub with some cinnamon powder, cumin powder, salt+pepper.

Pan fry = delicieux!

The latest challenge - SMILE

Do you smile? Do you always smile? Do you smile in the morning? afternoon? evening?

Sincerity
Motivate
Integrity
Laughter
Enthusiasm.

Smile is actually a big challenge for customer-facing companies today but smile always provide a little "value added" service. This little effort will always help your business to grow by receiving good feedback and good impresion from your customers.

There are a lot of ways companies trying to make sure that their staff always smile when facing customer. Some using cameras and rate how their staff smile before talking or approaching customer.

Service is actually start with the management. If the manager treat their staff the way they want their staff to treat customers, then they will get good service results. A happy staff makes a happy customer. If the morale staff is low or bad the more likely they will receive unhappy feedback from customers.

Smile is a learned and observable behaviour. When we learn how to train employees in observable behaviours that we want to see exhibited to our customers, we can raise the bar on our customer service standard. Telling them isn't good enough - we need to demonstrate, model and measure the behaviour that we expect.

So you know why I do always smile....

Adui

Hello, welcome to out CD. Can you hear the blatant similarity? To Linoleum and Shadows of Defeat.

Ahh...writing, that is what I'm sux at most. I'm no good in Bahasa, English or whichever language as I do not speak and write literary. I admit that I am best at listening than talking or writing as I do have big ears. This is where my talent lies, is to listen as I have big pair of ears.

To talk while listening may need greater height of IQ, how fast your brain can process in milliseconds. If our brain able to process fast enough information or able to absorb information to do other simple task like talking, then there will be no listener left to listen. So we do need idiots to listen while the intelligent talks but do all listeners are idiots? Nope, I'm wrong.

For me, the person who listen and learn may have the possession to surpass one mankind. He or she may have the ability to absorb and to deliver in the right way, on the right time and to the right person. One of the best way to deliver this in your daily life is call anger.

Anger is an emotion where you make a conscious choice to immediately stop the behaviour of another outside force. Anger may increase your heart rate, blood pressure and levels of adrenaline. Anger is viewed as an immature or uncivilized response to frustration, threat, violation and loss. Anger also can lead us to act violently, verbally and physically abuse and hurt others.

There are two types of anger; passive and aggressive.

Passive anger are more likely express secretly by talking behind people's back, anonymous complaints and avoiding conflict. Passive anger may lead to self-blaming, obsessive behaviour and even self-suicide.

Aggressive anger is more on physical and verbal approach. Threatening, bullying, vengeance, destroying are examples of aggressive anger.

I know that you may have your own self anger management method. Feel free to share what's in your mind or how you manage your anger so that it can deliver in a right way, on the right time and to the right person.