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Spreading Contagious EnthusiasmTM |
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Ken Blanchard's 70th Birthday Celebration
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Barbara is speaking at SHRM 2009
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Where in the World Is Barbara?
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Inventory Clearance --"Johnny the Bagger®" DVD and Complete Kit
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KEN BLANCHARD'S 70th BIRTHDAY CELEBRATION May 5 - 7, 2009
I was blessed this past month to have been invited to a celebration of Ken Blanchard's 70th birthday. The meeting was based on the theme of "Simple Truths." One year ago, Ken, the co-author of "The One Minute Manager," the best selling business book of all time, invited all of his co-authors to a special two and a half day party to celebrate his seventh decade and to share the "Simple Truths" we had learned since we had written a book with him.
Forty of us arrived at the Rancho Bernardo Inn in San Diego on May 5, and that evening Ken and Margie hosted a Cinco de Mayo party in their home. The next day was spent in meetings with interviews, summaries of Ken's body of work, video tributes to Ken, and discussion groups. On the last morning Ken interviewed me as one of the current thought leaders on personal development, employee motivation, and service. What an honor that was! Another highlight was a lovely black tie dinner at the Inn on May 6, Ken's actual birthday.
I was privileged to spend time with Don Shula, the "winningest football coach in history" and Hall of Fame member; Paul Hersey, who founded Situational Leadership; Colleen Barrett, the CEO Emeritus of Southwest Airlines; Wally Armstrong, a famous golf pro and tournament winner; Harry Paul, one of the authors of "Fish,"; Spencer Johnson who wrote "Who Moved My Cheese;" Garry Ridge, the CEO of WD-40; Tim Moore, the CEO of Pearson Publishing, the largest publisher in the world; Stephen Piersanti, the CEO of Berrett Koehler Publishers; Liz Allen, the daughter of Norman Vincent Peale; Ken and Margie Blanchard and their son and daughter; and a number of other people whose work has made a huge difference in this world. What an awesome privilege it was to be in the room with so many caring, committed, wise and impactful people!
Here are some of the nuggets I took away from those meetings:
* One of Margie Blanchard's sayings is, "Keep your 'I love you's' up to date."
* When Ken's mother asked him why he never wrote a book alone, he answered, "I already know what I know. I want to find out what someone else knows."
* The mission statement of Chick-fil-A is "To glorify God and use the talents He has given to make a positive difference in the world." Truett Cathy, the founder, is one of Ken's co-authors.
* "Letting people in is about not expending the energy to keep people out." Hugh Prather
* Some of the characteristics we all value most in leaders are: Openness, Authenticity, Simplicity, Storytelling, Heart, Humility, Generosity.
* Ken was described as "the #1 advocate for human worth in an organization." He sees the gifts each person has to bring to the world. (I pray that those attributes might be seen in me as well.)
* When talking about the California fire that completely destroyed their home several years ago, Margie Blanchard said she discovered that "what you give away, what you share, always stays available to you." What an amazing lesson!
* She also realized that later when she discovered things that she missed, it was like a "pin prick" of pain - Ouch! And then she could move on. We can handle the small pricks if we think of them that way rather than focusing on everything at once.
* Another learning was to GET OUT OF THE STORY and observe what is going on around you.
* After the fire, they held a Memorial Service for their home, asking people to share and remember the good times they had there. That became a kind of closure for them.
* John Ortberg suggests in "At the End of the Game, It All Goes Back in the Box" that one should take post-it notes to put on every item in their homes with either "Important Forever" or "Temporary Stuff" written on them. What we all discovered is that most of what surrounds us is temporary.
* It was so touching to hear Ken tell stories of how different people had impacted his life, particularly his parents. At one point he shared how Bill Hybels had called him and asked, "Ken, do you believe in free speech?" When Ken said yes, he replied,"Then I want you to give one!"
* Over and over we kept coming back to the question, "Of what SERVICE can I be?"
* "LOVE is the biggest thing". We put it into different situations in different ways. The Inaugural poet had a line that said, "What if 'LOVE' was the mightiest word?"
* Ken, in his book, "You Are the Beloved," the story of his faith journey, said that, "KNOWING you are the beloved allows you to relate to others with open arms."
At one point in the morning, Ken interviewed three leaders who were there - Don Shula, Colleen Barrett, and Gary Ridge, the CEO of W D 40. Don, the former coach of the Miami Dolphins, shared the following wisdom:
* He always used the "24 Hour Rule:" After every game, you can either celebrate or moan for 24 hours, and then you must come back to reality and move on.
* "Success isn't final. It is just a celebration of your latest success."
* "Failure isn't fatal."
Garry Ridge from Sydney, Australia, shared the following reasons why he feels he has been successful as a leader: Caring about people, Being candid ("I'm here to help you get an 'A'."), and Doing the right thing.
* He described WD-40 as a TRIBE. He also described himself as "listening with the intent to be influenced". He also discussed the power of "I don't know" as a leader.
* I loved these words he uses as a kind of mantra: "Believe in yourself. Never give up. Take one day at a time. We all have something significant yet to do."
Colleen Barrett wears a HEART every day as a reminder of the whole foundation of the "LUV" airline. She is known as the "Mom" of Southwest Airlines and has a passion for customer service. Her bottomline leadership style is to "Go with your gut", and her openness and authenticity were a delight to behold. All three of these leaders affirmed for me my work in helping people understand they can make a difference, no matter what their job is, if they truly focus on people as human beings with worth and value.
I am deeply grateful to have had this amazing experience of sharing, thanks to my dear friend, Ken Blanchard. He is certainly a special gift to this world!
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WHERE IN THE WORLD IS BARBARA?
MAY
4 Professional Research Consultants, New Orleans, LA
5 - 7 Ken Blanchard's Birthday Celebration, San Diego, CA
7 - 9 Carlsbad, CA
9 - 15 Portland, OR
15 - 18 Seattle, WA
28 - Webinar for Colorado Society of Association Executives
JUNE
18-19 Hold, Bank of America
28-30 Society for Human Resource Management National Convention, New Orleans; speaking 29 and 30
JULY
6-8 Mesa, AZ
9 Arizona Governor's Conference, Phoenix, AZ
17-21 National Speaker's Association, Phoenix, AZ
25 - 29 Kansas City, MO
AUGUST
5 - 10 Blowing Rock, NC
10 - 13 Black Mountain, NC
13 - 16 Mastermind Group, Naperville, IL
27 - 30 Veteran Speakers Retreat, Boiling Springs, PA
SEPTEMBER
1 - US Travel Association, Reno, NV
12-14 Ken Blanchard Foundation Meeting, Cornell, NY
16 Joint Commission, Rosemont, IL, Premiere Speakers
17 Kentucky Society for Human Resource Management, Lexington, KY
30 Sacramento Human Resources Association, Sacramento, CA
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This idea is excerpted from "CARE Packages for Your Customers -- An Idea a Week to Enhance Customer Service" by Barbara Glanz, McGraw-Hill 2007.
"Whenever you can, offer the customer options."
THE IDEA:
Whenever we offer someone options, we are respecting them as an individual and allowing them to make their own choice.
THE IDEA IN ACTION:
My children are all very independent persons and have wanted to make their own choices since they were very young. One of the ways I solved the battle of getting dressed in the morning was to put out three different outfits, always making a big deal out of letting them choose which one they wanted to wear. They may not have been thrilled with any of the three, but at least they had a choice. (This way I also avoided the humiliation Moms can experience when their precious little ones go to school in completely unmatched outfits!)
Customers, too, are independent and want to have things their way. Often our policies and procedures make the customer feel powerless. Think about how you feel when you feel powerless. For most of us, it brings about feelings of anger, resentment, revenge, and helplessness. These feelings, unfortunately, often get expressed to the customer service rep. One of the ways we can show respect to our customers and give them feelings of being in control is to offer them options or alternatives. Then whatever action is taken becomes their choice. Just like my children, they may not be thrilled with any of the choices, but at least they do not feel completely helpless, and they have some say in the outcome. Think about situations that come up over and over with customers and list several options you might offer for each. The option may be as simple as how they would like an item shipped or as complicated as several different choices to resolve a difficulty:
SITUATION:
OPTIONS:
SITUATION:
OPTIONS:
SITUATION:
OPTIONS:
TIPS FOR IMPLEMENTATION:
The key to offering options is to think "out of the box." Get your creative juices going and find new, creative ways to solve customer's problems. Often an unusual, creative solution will surprise and delight your customers and will also diffuse their anger and feelings of helplessness. Always focus on what you CAN do, not on what you can't do!
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Barbara will be speaking at the Society for Human Resources Management's (SHRM) 61st Annual Conference & Exposition on June 29 and 30 in New Orleans, Louisiana. The conference will be held at the Morial Convention Center from June 28 through July 1.
Topics presented are as follows:
Monday, June 29:
"Spreading Contagious EnthusiasmTM - Creating Workplaces of Passion, Purpose and Productivity"
Workplace Application: You will learn how to create an environment where people want to come to work; instill a sense of mission and purpose in each employee; and focus on the positive and celebrate small wins, plus much more!
This session will stretch your thinking, give you a personal sense of mission of your importance as service leaders, and share many no-cost or low-cost ideas for how to create a service culture using the elements of a spirited workplace:
C = Creative Communication
A = Atmosphere and Appreciation for All
R = Respect and Reason for Being
E = Empathy and Enthusiasm
Tuesday, June 30:
"The Simple Truths of Appreciation and Recognition - Low Cost or No-cost Ideas to Keep Employees Engaged"
Workplace Application: In this inspiring session Barbara will share nine simple truths of appreciation and recognition as well as dozens of creative ways, at little or no cost, to keep employees happy and productive.
In these tough economic times of having to do more with less, it is critical to find other ways besides money to keep employees engaged. Sixty-five percent of American workers said they received NO appreciation all last year for the good work they had done, yet the second most important thing people want from their jobs is full appreciation. The beauty of appreciation is that we can each give it to anyone we choose for no cost except our awareness and a few moments of our time.
To read more about SHRM and Barbara's presentations, visit the SHRM blog at http://blogs.shrm.org/annual-conference-2009/?p=478.
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© Barbara Glanz Communications, Inc. 2009. All Rights Reserved.
Permission is granted to reproduce or forward this newsletter with copyright and contact information intact. If you are receiving this as a forward and would like your own no-cost, no-obligation subscription, enroll at www.BarbaraGlanz.com or write SUBSCRIBE in the subject of an email to: bglanz@barbaraglanz.com. To stop receiving it, write UNSUBSCRIBE in the subject line.
Back to www.barbaraglanz.com.
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