Travel Stress


We travel to get to work, we travel during our work, and we travel to get to distant meetings. Travel comes in all forms: short and long timeframes and short and long distances. For most people, the commonest hurdle is the daily grind to and from work. This is most acute in large cities. The problems are truly international, but some of the ugliest and best-studied traffic jams are now everywhere.

The levels of stress that this brings are extremely significant. For those who handle it poorly, it can be damaging  to their health, and may even endanger the lives of others. Medically, we know that stress mechanisms all fire at once when the body identifies a crisis. Adrenaline pours out, the stomach shuts down, the pulse races, and the hair stands up on end. The blood pressure soars, muscles clench in spasms around the shoulder tips and jaw,  and primal aggressions rise, ready for fight or flight.

With immediate flight brings out of the question, more and more frustrated drivers are turning to the fight option—either inside their cars as they tip at the heels of slower drivers, or outside their cars, where they may stomp up and beat a dent into the roof of an offending vehicle. Even the mild and polite become aggressive when they strap themselves into their bumper cars to drive to work. This means they usually arrive late, enraged and spent before they even start to face the day’s stresses on the job.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Sales Forecasts


From a sales manager’s point of view, the importance of timely, accurate sales forecasts cannot be overstated. There is nothing quite as needlessly frustrating as being surprised at the month end sales results because the forecasts from the field were incorrect, untimely, or inadequate.

More than simply keeping sales managers up to date, accurate sales forecasting can have an important impact on other areas of the company as well. Sales forecasts give management the information that is necessary to implement a product plan that ensures that the right product is available for salespeople to sell.

It is true that a sales force automation system cannot compensate for poor forecasting skills of salespeople in the field. What a sales system can do, however, is to move the information from the field management instantly. Perhaps more important is the fact that an automated sales system can deliver the information in a format that allows the forecasts of several salespeople to be automatically rolled up into a consolidated regional report. Since the information is in a more usable format, it is more valuable to management. It is more likely to be useful in preventing end-of-the-month surprises.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

The Consequences of a Bad Boss


The leading cause of stress is the bad boss. In most organizations everyone in the company expect the chief executive officer has a boss, or has the potential to become a boss, even if that means you are instructing an apprentice or a student who is at the company for a short time on a work orientation program.

In terms of making our own choices in response to stress, even the very lowest person on the work ladder is still a boss—a boss of his or her own department. Thus, what a lot of people complain of having a bad boss, the corollary is that most of us are bad bosses—if not of others, then at least of ourselves.

The damage that a bad boss does is sometimes far more widespread than is seen at the time. With the ultimate control, as well as, knowledge of the bigger picture, the boss escapes the highest levels of stress at work, but can still be a powerful stress carrier. In just the same way that a child who is humiliated by a bully comes home and yells at a younger sibling, a boss can transfer anxieties and stresses to employees without ever letting them know the reasons behind the negative behavior.

When an employee is frustrated all day by the boss, these frustrations tend to get transferred along to innocent bystanders, rather like one of those dreadful chain letters. One may see drastic repercussions, ranging from demoralization and loss of self-worth, to burnout of virtually any organ system in the body. In the brain this burnout takes the form of fatigue, insomnia, anxiety, depression, or obsessive behavior. Aggression can be triggered, causing such tragedies as life and child beating or even mass murders during a sudden wild shooting spree. Bad bosses are even the motivation for some suicides. In the stomach or heart, the results of a bad boss are often seen in ulcers or heart attacks.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Attitude and Customer Liaison


Attitude is not always easy to understand, train or instill. It is generally defined as a positive, enthusiastic and helpful attitude – somebody that seems more alive and dead, it means somebody who seems to enjoy what they do or enjoys dealing with customers, not just somebody who happens to do this as a job to earn a living. Even though this may be true, a good customer service experience is one where the customer service person pretends if nothing else, that they enjoy their job – they like doing what they do and they are pleased to see the customer. If the customer representative can do this, the customer will pretend to enjoy buying from them and pretend enough that they will probably come back.

One of the most important aspects of attitude is when the customer is dissatisfied. The customer will then seem to view life through a telephoto lens and every detail or every aspect of the interaction will come under scrutiny. Therefore, the attitude must be to look at a glass of water as half full, instead of half empty.

One of the most important and outward expression of attitude is the verbal and non-verbal behavior that people use at critical times. Simple expressions, such as: ‘I can do that’ or ‘There’s nothing I can do’ or ‘That’s our company policy’ or ‘I only work here’ or ‘You’ve come through to wrong extension,’ only frustrate the customer. Some of these factors, of course, may not be because of anything the person can do; however, it is their attitude that will often create more of an annoyance with the customer than the policy itself. A simple solution to this is that whenever somebody has to be told they can’t do something, within the same sentence they have to know what they can do or may do.

The attitude that will work, if you can instill it, is that every single customer is your most important customer. Instead of seeing a customer for the transaction value that they spend at that time or for the nature of their enquiry, see the customer as a million dollar customer, somebody who has access to large revenue, either through their direct spending or indirectly through referrals and repeat business.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Handling Delays


In the sales process, especially in the final phases, delays can represent a frustrating gray area that leaves you hanging, wondering whether or not the customer will buy. After you have proposed a solution, one of three outcomes could take place:

  • Decision pending
  • Continuation
  • Stall.

Decision pending is a waiting period in which the decision has not been made. The reason could be that a key decision maker either was not present when the proposal was made or has not yet made up his mind; or that other, more pressing issues have arisen.

Continuation means that the customer seems to be interested in continuing the relationship with you but makes no specific commitment regarding your proposal.

Stall is a situation in which the customer puts you off or seems evasive. A stall usually indicates a hidden objection. Stalls typically occur after you have asked for a commitment. Use the following tactics to handle a stall:

  • Try to find out the real reason for the stall by using your questioning skills.
  • If the customer does not buy, find out why.
  • Get the objections out in the open and handle them, to determine the real reason for not buying.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Formal Authority


Formal authority can be thought of as the right to command or compel another person to perform a certain act. Power is the ability to influence or cause a person to perform an act. It is possible for a manager to have formal authority without power, just as it is possible for a subordinate to have power without formal authority. The distinction between these terms may be significant for the manager, who may assume that his formal authority automatically gives him power but overlook the fact that his subordinates also have power, at times greater than his own. The manager in such a situation can encounter difficult and frustrating experiences without knowing why.

If formal authority were dependent upon physical power only, life would be even more difficult than it is. Ultimately, formal authority is dependent upon the law, but most frequently it results from a  shared perception that those with formal authority have rights that ought to be acknowledged. This “ought” is so widely believed that those with formal authority may very frequently have real power as a result.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Writing a Resume Letter


The Resume Letter is not a true cover letter—that is, a letter of transmittal for your employment resume. Instead, it is intended to replace the resume and to convey sufficient information about your background to create employer interest in interviewing you.

In general, it is usually a poor substitute for the resume itself, and thus can frequently do the job seeker a great injustice if not properly designed. Specifically, if it is poorly planned and written, it does not provide sufficient information (when compared to the resume) for the employer to make a reasonable assessment of the applicant’s qualifications and for deciding whether to grant an interview. Additionally, it may frustrate the prospective employer by not providing sufficient detail, suggesting that the applicant is simply too lazy to prepare a proper summary of qualifications. Neither of these reactions will serve your cause very well.

It appears that the most frequent use of the resume letter is by top level corporate executives who wish simply to convey their availability and conduct a very cursory search of the job market. Generally, such letters are directed at the highest level of the target organization and are intended to convey availability and general interest in discussing appropriate opportunities. The typical logic supporting such letters is that the applicant’s current position and employer “speak for themselves,” and thus there is little need for a detailed resume.

Although this can be true, it is not typically the case. Obviously, if the individual is a top corporate or division-level officer of a Fortune 200 company, use of a resume letter may be sufficient. Sufficient is to say, however, that if the applicant is the Chief Financial Officer of a little known company, the resume letter will not have quite the same effect, and its use may seem somewhat presumptuous (if used in a place of a formal resume). In such a case, a full resume and a conventional cover letter is recommended.

The use of the resume letter by lesser known top executives, middle managers, and professionals is not recommended. Since employer’s name and position title convey little information to the reader in such cases, much more needs to be written to convey the same understanding about the author’s background and responsibilities. The damage here, of course, is that the letter will become unwieldy and will therefore not be read by its recipient.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

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