Navigator: Reward and Recognition Rocks Podcast

Navigator Newsletter #133

View newsletter with photographs and in color
http://www.chartcourse.com/Enav-133.html
============================================
PERSONAL NOTE FROM THE CAPTAIN

I just returned from Montreal this week where I was
working with one of the largest restaurant chains in Canada.
I know Montreal is a beautiful place, but I all saw was
snow. This organization has over 270 restaurants
where employee turnover is hovering between 80-100%.
When compared to the U.S., Canada is facing a
more acute shortage of workers. We soon will have
in place an employee retention strategy to reduce
employee turnover and save millions of dollars in
recruitment, hiring, and training costs.

-Next week I head off to the Bahamas to participate
on a three-day leadership conference on a cruise ship.
I know—tough life!

-Do you Trust Your HR Department? After being
delayed several months with other projects, I hope
to send you the results in March. (I hope) The
results may alarm you.

Here are a couple of other special events during
the month of March

–March is Employee Spirit Month
–DISC Assessment Teleseminar (See details below)
====================================
REWARD AND RECOGNITION PODCAST

I have a special bonus for you this week. I have
placed one of my Podcasts on my website
called Reward and Recognition Strategies that
Energize and Engage.

http://www.chartcourse.com/podcast1.htm
====================================
SURVEY DATA

EXECUTIVE PERKS
The Executive Compensation 2007/2008 Survey
of 5,300 employers finds 63 percent of organizations
offered cell phones to executives as a perk, and
an additional 44 percent provided laptops or
home PCs in 2007.

Source: Compdata Surveys ~ Olathe, Kan.

GRADUATES GOING FAST
The College Student Career Confidence Survey of
247 recent college graduates finds 61 percent
expect to remain with their first employer for less
than three years.

Source: Right Management ~ Philadelphia

EVOLVING EVALUATIONS
When 150 senior executives were asked, "How
often, if ever, do you conduct formal performance
appraisals of your staff?" they responded:

Once a year- 58%
Twice a year-31%
Quarterly- 8%
Never- 2%
As necessary-1%

Source: Office Team ~ Menlo Park, Calif.

As reported by the Human Resource Executive
Magazine
====================================
HEALTHCARE SHORTAGES COULD WRECK HAVOC

In an article written by Bill Leonard in HR Staffing
News he said . . ."Estimates from the National
Institutes of Health show that U.S. health care
organizations could face a shortage of 1 million
registered nurses by 2020. A study released in July
2007 by Watson Wyatt Worldwide and the American
Society for Healthcare Human Resources found more
than two-thirds of health care employers report having
moderate to great trouble retaining employees with
critical skills, such as nurses, compared to 43 percent
of organizations across all industries.

The Watson Wyatt study found that, while compensation
was a key ingredient to retaining skilled health care
workers, employers with the best retention records
offered a variety of perks, such as flexible scheduling
and more vacation time. According to Watson Wyatt
consultant Jamie Hale, the high-stress environment
in hospitals explains why some workers choose to leave,
and a chronic shortage of registered nurses and physical
therapists just adds to employee retention problems."
====================================
RETENTION TIP

30-60-90 Plan

Mercy Hospital has a 30-60-90 day plan for all new hires.
At 30 days a survey is sent asking how their initiation into
Mercy was and requesting feedback on HR and orientation.
At 60 days the manager sits down with the new employee
to find out more about them: their hobbies, interests, what
committees they might want to be on. At 90 days the employee
is invited to meet with administration (VP and CEO) to share
ideas for the future, what impressed them about Mercy, and
what they would change. Each employee is given a "hand"
decal for his or her name badge. This lets others know they
are new and reminds them to extend a helping hand or an
extra hand. At 90 days, they peel off the sticker and are
given a Mercy logo gift.

Source: 401 Proven Ways to Retain Your Best Employees
http://www.chartcourse.com/401-provenways.html
====================================
UNDERSTANDING DISC ASSESSEMENT TELESEMINAR

This teleseminar teaches people how to communicate using
the DISC language as a way of understanding themselves
and others. Learn how to interact with others and appreciate
different behavioral styles within the organization.

DISC is a model of human behavior that helps people
understand "why they do what they do." The dimensions of
Dominance, Influence, Steadiness, and Compliance make
up the model and interact with other factors to describe
human behavior.

Thursday, March 20
3:00-4:30 p.m. EST (Atlanta time)
90 minutes/$79 per person
Register Online

http://www.chartcourse.com/teleseminar_disc.html
====================================
ADVANCED DISC CERTIFICATION TRAINING COURSE

Upon successful completion of the training, you may
teach the DISC model in your organization or use it in
other applications outside of your business. You may
also develop training programs around the DISC model.
You will be qualified to use DISC assessments for hiring
and development. Training is conducted with Greg during
four, one-hour phone sessions.

http://www.chartcourse.com/disc_certification_training.html
====================================
NATIONAL EVENTS FOR THE MONTH OF MARCH

– March is American Red Cross Month – Created by
President George W. Bush to honor and support the
American Red Cross for their humanitarian mission.
It is also a time to reach out and become a volunteer
for the many projects and efforts this organization is
involved with.

– March is National Ethics Awareness Month – Created
to promote ethics awareness in businesses and
organizations across the country, by taking a closer look
at how we make decisions.

– March is National Women's History Month – A time to
celebrate contributions and achievements from women
throughout history, and where it has brought us today.

– March is Employee Spirit Month – A time for leaders,
CEOs and managers to inspire and motivate their
employees to create a better spirit and a better organization.

– The third week in March is ACT HAPPY Week – This is a
time to discover your "ACT HAPPY" method technique and
use it to aid your body in health, wealth and friendship.

– March 9th Daylight Savings Time begins – Remember to
turn your clocks forward one hour!

– March 17 is Saint Patrick's Day- A day to honor the
Patron Saint of Ireland, Bishop Patrick.

Source: Pam Lontos, PR/PR

+++++++++++++++++++++++++++++++++
Copyright 2008, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

www.chartcourse.com
www.highretention.com
www.behaviorprofile.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

This week’s training at CYC International

LAST CHANCE TO SIGN UP FOR THE EMPLOYEE RETENTION TELESEMINAR

Designing an Employee Retention Strategy:
Five Steps to Reduce Turnover

Thursday, February, 21
3:00-4:30 p.m. EST (Atlanta time)
90 minutes/$145 per person
Register Online

Learn how to create a work environment that attracts, keeps,
and motivates your workforce. Discover why some employees would
rather work for a good employer than leave for a pay raise. This
session will show managers, owners, supervisors, and human resource
professionals not only how to retain their most talented performers,
but also how to transform your entire workforce into a high-retention
culture—saving organizations countless thousands of dollars. This
session is jam packed with tips, ideas, and easy to implement advice
for creating a high-retention culture.

CD recording available for those who cannot attend the live session.

http://www.chartcourse.com/teleseminar_retention.html
====================================
UNDERSTANDING DISC AND WORKPLACE MOTIVATION
TELESEMINAR

This teleseminar teaches people how to communicate using the
DISC language as a way of understanding themselves and others.
Learn how to interact with others and appreciate different
behavioral styles within the organization.

DISC is a model of human behavior that helps people understand
"why they do what they do." The dimensions of Dominance,
Influence, Steadiness, and Compliance make up the model and
interact with other factors to describe human behavior.

Thursday, March 20
3:00-4:30 p.m. EST (Atlanta time)
90 minutes/$79 per person
Register Online

http://www.chartcourse.com/teleseminar_disc.html
====================================
ADVANCED DISC CERTIFICATION TRAINING COURSE
Upon successful completion of the training, you may
teach the DISC model in your organization or use it in
other applications outside of your business. You may
also develop training programs around the DISC model.
You will be qualified to use DISC assessments for
hiring and development.

Training is conducted with Greg during four,
one-hour phone sessions.

http://www.chartcourse.com/disc_certification_training.html
=================================
MANAGEMENT TRAINING PROGRAMS

The workshops listed below are available as
classroom-delivered events and/or through online
delivery (or blended together). CYC can deliver the
workshops at your location or you can purchase the turn-key
instructor kits for in-house delivery.

CURRICULUM INCLUDES:

1- Essential Skills of Leadership
2- Essential Skills of Communicating
3- Coaching Job Skills
4- Delegating
5- Developing Performance Goals & Standards
6- Effective Discipline
7- Improving Work Habits
8 – Supporting Change
9 – Resolving Conflict
10 – Managing Complaints
11 – Providing Performance Feedback
12 – Communicating Up
13 – Hiring Winning Talent
14 – Motivating Team Members
15 – Leading Successful Projects
16 – Solving Workplace Problems
17 – Retaining Winning Talent
18 – Developing and Coaching Others – Team Leader to Team Member
19 – Developing and Coaching Others – Senior Management Version

Available in classroom, online, and blended versions.
Prices are listed on the website.

For more information visit our website or contact
Seth Shepherd at 770-860-9464.

http://www.chartcourse.com/supervisortraining.html

+++++++++++++++++++++++++++++++++
Copyright 2008, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

www.chartcourse.com
www.highretention.com
www.behaviorprofile.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Customer Service

Good Morning Greg,

I thought I would share with you a revelation in how I perceive world class
customer service.

After years of sharing information with you, I have also read the customer
service training regimens of Disney, Windham Hotels and have been fortunate
to employ a previous employee of Ritz Carlton.

I made a classic mistake. When reviewing and tracking performance I found
that I would undergo peaks and valleys of customer satisfaction statistics.

They directly linked with when I would have customer service training
classes. My peaks directly followed my training regimens and I had
impleneted a three class module that included, What level of service we want
to deliver. Problem Solving and a service recovery plan. Delivery value by
performing beyond our service commitment.

The training did not make the change permanent and would dip customer
service statistically because I failed to recognize I had not made a
permanent change in each associates concept and delivery of outstanding
service.

Repetition and reinforcement of a skill set can take substantial and ongoing
training and not just a one, two, three approach. I failed to change the way
people think by giving them constant reinforcement and thus old habits
re-appeared.

Customer service will now become a constant and consistent part of our
culture. You have to live and breath customer service to be consistently
effective. We now do round table problem solving at a unit level every week
for about 10 minutes and discuss openly service challenges and how they were
handled. Every manager in this company is charged with permanet effective
change.

Have you written or do you know of a good source for change management. I
have been through four acquisitions is as many years and unfortuneately the
stock holders have failed to substantiate any value in their Human Capital.

Poor communications and I suspect some poor business acument have reeled
this company. Our name will change on 1/1 and I have to find a solutions to
get these people to take control of this situation and empower everyone to
take a long look on what ddirves a healthy, happy company. I believe real
wealth is achieved by taking a long term approach and not necessarily
looking at short term gains. I see some things that make ke very skeptical
and it may be time for me to move on as I perceive my philosophies of
effective Human Captial Management to conflict with current ownership. I
guess I ma reluctant to face that after 11 years of hard work and trying to
build a Legacy to be proud of I see that interests lie only in money
andbeing ruthless is a vialbe option. Not for me.

Your opinion would be of great value. I see symptoms that make me very
uncomfortable.

Dave

Why Employees Jump Ship

TELESEMINAR ~
DESIGNING AN EMPLOYEE RETENTION STRATEGY
Five Steps to Reduce Turnover

Thursday, Feb 21
3:00-4:30 p.m. EST (Atlanta time)
90 minutes/$145 per person
Register Online

Learn how to create a work environment that
attracts, keeps, and motivates your workforce.
Discover why some employees would rather work for
a good employer than leave for a pay raise. This
session will show managers, owners, supervisors,
and human resource professionals not only how to
retain their most talented performers, but also
how to transform your entire workforce into a
high-retention culture—saving organizations
countless thousands of dollars. This session is
jam packed with tips, ideas, and easy to implement
advice for creating a high-retention culture.

http://www.chartcourse.com/teleseminar_retention.html
+++++++++++++++++++++++++++++++++++++++++++++++++
WHY EMPLOYEES JUMP SHIP

In this week's edition of Tampa Online, Bob
Weinstein interviews Greg on the top reasons
employees quit. To read the article go to this
link:

http://www2.tbo.com/content/2008/feb/03/why-employees-jump-ship/
++++++++++++++++++++++++++++++++++++++++++++++++
WHO NEEDS CUSTOMER SERVICE?

We can help you custom design a unique customer
service strategy or provide you with over 12 off-
the-shelf customer service training programs.
There are specific programs for retail, service,
professional, and healthcare organizations. You
can purchase the material to teach the class
yourself, take it online, or we can send someone
to teach it for you. For more information visit

http://www.chartcourse.com/captainscustomerservice.html

+++++++++++++++++++++++++++++++++
Copyright 2008, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

www.chartcourse.com
www.highretention.com
www.behaviorprofile.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html