Coach Brian's ThinkTank

Is Your Company a “Hell’s Kitchen”?

2009-11-18T10:59:00.000-05:00

I don’t watch “reality” shows, except for an occasional few minutes of “American Idol”, but I remember scanning the tube with the remote (Yes, I am a male) and seeing a few minutes of this show called, “Hell’s Kitchen”. I wasn’t too impressed, not only because I’m not a reality show fan, but mostly because I’ve worked in a few kitchens in my day, and I was a state restaurant inspector in New Orleans for several years after graduating from college.
What got me thinking, as I was switching channels, was realizing that there are hundreds of businesses out there that resemble “Hell’s Kitchen” and believe me, I’ve worked at a few of those firms where the owners and managers were as badly behaved. And while some of you are reading this you’ll know who you are without looking in the mirror!
So you ask, “What’s the big deal? It’s just business.” Here’s the big deal: very few businesses survive being a “Hell’s Kitchen”, or functioning like one of those fishing boats you see on “Deadliest Catch”. Those are really unique industries and from my experience, the more dangerous the work, the more intense the relationships become.
If you aren’t an owner or manager in a business such as these, and you treat your employees (or worse, your customers) like the leaders in those shows, your company will never reach its full potential to earn profits. Every week I speak with someone who has been working at a job they hate – nearly a hundred folks each year. Most of them are looking for work for one reason; their boss; and it’s because their boss is a jerk or bully, or both! What’s worse is the boss believes he or she has the advantage of a down economy as a trump card and chooses to use it like a weapon.
I remember talking with my dad, who was a retired IBM executive, about his work before “Big Blue” hired him in 1953. As a high school and college student growing up in Kansas, he delivered ice to local families (most folks didn’t have electric refrigerators). He also worked on large farm equipment during wheat harvests, traveling all across the mid-West. After his stint in the Navy as a radar technician during WWII, he worked in a manufacturing plant that made plastic tubing for the automobile industry, which was a really tough and dirty job. He didn’t like the work because the air was filled with plastic dust, and his boss was more like the town bully than any manager he’d met. He noted that a lot of companies took advantage of returning servicemen and women because jobs were quite scarce. They made use of the fear of unemployment as a whip.
He applied those past experiences to hone his own leadership style and even though I’m prejudiced about it, he was quite a special leader. I remember the people at IBM who begged him to stay on in his role as site general manager when he announced his retirement.
I learned a lot from my dad, and now I coach and train poorly performing managers and owners on how to become truly respected leaders within their organizations. I also coach people of all generations on how to find a better job. I’ve been in both places more than once myself and here is what I can offer to you.
If you are a “Hell’s Kitchen” boss, you’d better change. Why? Well, you’ve probably already noticed the effects of your bad behavior and poor communications skills. If you are working for a “Hell’s Kitchen” boss or owner, plan your exit. That’s right, start now strategizing on where to find a career where you will work for a true leader. Believe me, even in this crummy economy people are finding jobs with great companies, and terrific leaders, every day.

Finding Innovation is the Key to Business Survival

2009-11-17T10:05:00.000-05:00

I recently attended a web seminar and I’d like to share some of the things I took away from it. The speaker, a human resource consultant and former HR executive in the high tech industry, pointed out that countless successful corporate leaders understand innovation is the key to a company’s survival. He suggested that effective talent management was ultimate ductwork bringing innovation into organizations, big, medium and small, because innovation is created by people.
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An American Tradition . . . and other Customer Tales

2009-11-09T15:45:00.000-05:00

Baseball season is over again and I remember when I was much younger thinking about how near it was to the end of school, and the beginning of summer vacation. The new season also reminds me of my heroes and some baseball legends. Babe Ruth, Joe DiMaggio, Mickey Mantle, Whitey Ford, Roger Maris, Ted Williams, and countless others. But for some strange reason this year, the very popular Simon & Garfunkle song, “Mrs. Robinson”, from Mike Nichols’ Oscar-winning movie, “The Graduate”, popped into my head. It was the Joe DiMaggio thing.

If you don’t remember it here’s a verse:

Where have you gone, Joe DiMaggio
Our nation turns its lonely eyes to you (Woo, woo, woo)
What's that you say, Mrs. Robinson
Joltin' Joe has left and gone away
(Hey, hey, hey...hey, hey, hey)

It got me thinking about “the good ol’ days” and one thing in particular -- appropriate professional business behavior. You may recall that I’ve written about negativity in the workplace, like toxic bosses and co-workers, and destructive comments.

Within the last few months, I’ve been literally peppered and frequently floored by stories I’ve heard, situations I’ve witnessed and research I’ve conducted – and guess what? Some businesses are making money in spite of themselves and their toxic and caustic cultures. Could they make more? Ah, the million dollar question. The envelope please . . .

I am increasingly perplexed by a few things that go on in the workplace, the least of which is that some people would like to collect a paycheck without doing anything, including showing up at work if it were possible:

1. How people in a business setting answer the telephone – many times it’s quite unprofessional.

I know you’ve heard them too. “This is XYZ Company.” Followed by dead silence. So you ask professionally , “Good morning. My name is Brian Howe and I’m trying to reach Mr./Ms. Manager.” The response spews forth, “He’s here, but he’s real busy and can’t come to the phone.” More silence. I say, “May I please leave a voicemail or message?” Once again the professional response, “We don’t have voicemail.” “Okay, then will you take a message for me, please?” “Sure, let me put you on hold.”
You get my point.

2. How employees talk to each other and to clients – I think it’s become appalling in many instances.

Foul language, inappropriate and unprofessional voice tone and volume. It sometimes resembles the “trash talking” that evolved from TV wrestling (or should I say rasslin’). I’ve actually heard conversations where a customer called their supplier a son-of-a-b - - ch to his face. I’ve also heard much worse, but won’t be able to print it here.

3. Management, who are supposed to be leaders, and are too busy, too lazy, too afraid, too lenient, or too non-confrontational to take action to eliminate this type of behavior, which by the way, is a direct reflection on them and the owners of these businesses.

Simply put, real leaders are supposed to do two things for their companies: Make more good things happen and make less bad things happen.

If it were your company, would you actually hire people who only stock the produce section displays with lettuce? I think not, or least I would hope not. I’d want my entry level produce clerk to be able to answer customer questions, handle complaints, and quickly know where to go get help should he or she not be able to resolve customer inquiries or issues.

That’s what I remember about my local food store when I was an impressionable young boy. Maybe it’s because there were eight kids in my family, but the butcher felt compelled to call us when there was a sale on chickens, or steak or even ground chuck, so we could stock the freezer. Now that’s creating real and sustainable customer satisfaction!

So, this actually happened to me in a recent trip to a local supermarket chain. We all know that often shelves are stocked with new items and price markers are not updated. Perhaps that’s a fact of life. So, I asked the produce clerk if he could tell me how much my grapefruit item cost, and he looked at the same confusing price tags on the displays I had looked at before asking him, intently studying them. Finally, after scratching his head – just the way I had done a minute before – he said, “I don’t know. I’ll have to tell supervisor he hasn’t changed the price tags yet.” He promptly turned around, and went back to unpacking and stocking bags of baby carrots. So there I was left holding (no pun intended) the bag – of grapefruit. Ten pounds. Needless to say, I wasn’t impressed . . . and I guess the butcher forgot to call me about Boston butt being on sale.

Reinvent Your Plan of Action

2009-10-26T18:18:00.000-04:00

Too Many Goals? Try Setting One or Two at a time. Sound scary? Let’s explore this further.

At a recent speaking engagement, I was asked how a coach could help someone who consistently does not meet the goals they set for themselves. Well, to start with, my definition of a goal is that it is a dream with a deadline, not a ‘To-Do’ list.

So, the answer was pretty simple. Try setting fewer short, medium and long term goals. Otherwise, you are setting yourself up for failure – or at the very least, feeling like a failure or thinking that you’re just plain lazy.

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The "Millenium" Squad Makes Management More Challenging

2009-10-23T22:24:00.000-04:00

Employers should prepare now for the “Millennials” – the youngest generation of folks ages 17-28, nearly 80 million, who are entering the workforce in large numbers, comprising 21% of current employees – because they are going to require a totally different style of recruiting, supervision and development.
Oh, don’t misunderstand, these people have plenty of skills, and broadly varied interests, but not unexpectedly they are wired quite differently than the communities of folks in their thirties, forties, fifties and sixties. In fact, every generation has differences, but it becomes more and more difficult for older workers to “put themselves in the shoes” of those from younger and younger generations. And I speak from experience – my three daughters are millennials – and I’m a “boomer”!
It’s important to understand what each generation expects out of work, and that should drive your people strategy. If you don’t recognize and deal with the issue, you may be faced with difficulty in recruiting and retention, not to mention dealing with conflicts, misunderstandings, communication clashes and reductions in productivity, customer satisfaction, sales, profits, and – well, I think you get the idea.
So lets talk about what you can do. First, realize that millennials have a strong connection to their parents, where many of whom have dual careers and often been directly affected by downsizings. They have more technology, more time savings devices, more structured activities, and more comforts than any other generational group.
Many have been so-called “latchkey kids” who came home after school to an empty house. This gives them a far different perspective about work and certainly a skepticism about the wisdom of management. Instead of “poo-pooing” the idea that a young man wants to build custom motorcycles, you might want to remove the blinders and take a look at the market potential for those vehicles. One thing is for certain, they are looking for work that is not only interesting, but meaningful – and hopefully fun.
As an employer of millenniums you must also understand that their parents involvement is still intact, and even though it’s not quite the same as soccer, swimming or spelling bees, and some companies have chosen to collect information that allows them to include parents in recruitment and career activities.
Millennials also come ‘hard-wired’, where almost 100% have gone to colleges with wireless, or at least wired, computer networks. They are multitaskers, and will work at the office, from home, on an airplane, or in a hotel room. This means that if your business isn’t as technologically advanced as they are, you’ll have more difficulty in finding and keeping the best workers. And these are the next wave of employees who you will need in order to bring innovation, creativity, and productivity to your business which means that you will be a much stronger competitor in your marketplace.
I’ll bet you’re asking “What about this ‘generation gap’? How do I overcome it?” Well, I think it’s fairly easy. I believe that most of these young folks listen carefully to what information or skills they can glean from “more experienced” workers – especially if they are effective communicators. And finally, they have a built-in process of staying in touch with those close to them – personal networking – through technology, whether it is via cellphone, email, or text-messaging. Oh, and by the way, (or in mobile-speak, BTW) they loath cubicles because they prefer to readily share information. It’s how they learn.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com

Don't Become Nearsighted about Marketing

2009-09-25T15:11:00.000-04:00

Everyone in business has myths related to marketing and selling their products and services. It’s too expensive. Customers can find it cheaper on the web. It takes too long to get it. Your competitor has given me a better deal. You charge me a restocking fee. You’ve likely heard these and countless other ‘myths’ about your business.

Sure, our businesses are changing (i.e., Who Moved My Cheese), and we must be agile in anticipating where the ‘new cheese’ is going to be found. But it’s more than that.
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Beware of Snakes in the Workplace!

2009-09-16T01:43:00.000-04:00

I didn’t see the movie "Snakes on a Plane". Anyone who knows me can tell you that I don’t particularly like snakes. I’m not necessarily afraid of them, but I do have respect for the levels of terror they cause me and others. That's because as an outdoorsman, when I’ve seen them in the wild, they’ve surprised the heck out of me. And usually, I’ve done the same to them.
Nope, being trapped in an aluminum tube traveling eight miles a minute and five miles high with critters like snakes is not my cup of tea. But it is a perfect likeness to what may be going on within your company.
Snakes in the business world are people who don’t hide under rocks or dead trees, but they slither around from meeting to meeting, water cooler to lunch room, office to office, cubicle to cubicle, all the while bashing the boss, cursing customers, slamming suppliers, undermining legitimate business strategies and actions, and poisoning attitudes everywhere. See? Right now, I know you’re thinking of the snakes in your company, those that have left or at least a few that are suspects.
You should fear your snakes even more than the shoulder-less creatures found in Mother Nature, because they are squelching the growth and innovation of your top performers. Even though there may only be a few, their negative impact is huge. They resist change, tear at team-building, create silos, turf wars and political upheaval.
These snakes are users, and like real snakes, they are cowardly most of the time. They strike when startled, reacting in an attempt to protect “their” people, “their” department, “their” job, and produce little, if any significant results.
Most of the time, they are sifting through the ashes, creating red tape, paperwork, screaming at employees, blaming their peers, and covering their butts, rather than preventing the fires, finding innovative ways to lead their direct reports and making themselves the strongest link in the team’s chain.
Some of their favorites: Steering committees, task forces, endless in-depth and redundant research, and hashing it over – and over – and over, again, rather than making a decision. A few favorite sayings: “Let’s study that.” “Why don’t we call a meeting?” “That can’t be done.” “It won’t work.” “We’ve never done it like that before.” “If it’s not broken, we shouldn’t fix it.” “Can’t talk right now. Gotta’ get to a meeting.”
Instead of surrounding themselves with folks that are smarter than they are, they chase talent away, because they feel threatened. They’ve never agreed with, and likely never even heard, Ted Turner’s classic comment, “Lead, follow or get out of the way.” And worse of all, they’re usually suck-ups to upper management, unless of course they are upper management (you Enron, MCI/WorldCom and Delta folks know what I mean). Rather than “connecting” with their team, they avoid contact, hiding out in their offices with the doors closed.
They think ‘accountability’ has something to do with the finance department and they wouldn’t dream of giving one of their team a less than ‘very good’ performance review, formally or informally, because it would be a direct reflection on their management ability. And you know what? It is.
Often like “Snakes on a Plane” it’s often best to find a way to get rid of ‘snakes in your company’. But there are alternatives. One of the best is confronting them and hire a coach – hint, hint – to help modify their behavior. Many of them can change – some don’t want to. Remember, people as snakes is really a figure of speech. But don’t let them surprise you, or you may get bitten.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com

Satisfaction Stagnation

2009-08-09T16:28:00.000-04:00

As if business owners, managers and supervisors didn’t have enough on their plates already, here’s another recent issue that some of my clients are facing, and it’s causing them deep concern. It’s satisfaction stagnation, and there’s likely a bit of it embedded in your organization and rapidly growing.

We Americans, as a group, are a pretty impatient bunch, and growing more so with each new generation. That’s good news to some businesses, because they can market their products or services to folks who wish to be instantly (or very quickly) gratified. Recent surveys seem to show that we are behaving more and more like that in the workplace – even more than in the 1980’s or the 1990’s. We’re impatient to wait for our next promotion, developmental opportunity, or new challenge. We want it sooner, rather than later. Is it just merely a function of society? Probably not.

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Toxic Customer Service

2009-08-05T10:05:00.000-04:00

You may recall I’ve written about toxic managers or leaders, but recent personal experience and stories I’ve heard compelled me to look into the increasing polarization of customer service behaviors.
My good friend Dan, related a tale about buying some expensive technology products online from a leading retailer and when he arrived at their local ‘bricks and mortar’ store, he was denied picking up his purchase because he did not bring the credit card he used to make his online transaction.

Well, Dan had plenty of identification that would have assured the “customer service” representative that he was indeed the person who was entitled to the purchase. After all, they had charged his credit card for the order, and here he was to pick it up. But the company has a policy that requires the clerks to check the credit card of online buyers, and it can only be assumed that this is for a good reason.

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Providing Jobs is Not Enough Anymore

2009-08-05T01:17:00.000-04:00

Building a culture of trust is critical.

“Tell me, I'll forget. Show me, I may remember. But involve me, and I'll understand.”
-- Chinese Proverb

Many workers today feel that the owners and top managers where they are employed are uninterested in their input, hiding away in executive suites and board rooms, and acting secretive about what the future may hold for them and their co-workers. I also hear that there aren’t procedures that allow them connect with senior executives to provide input regarding issues, challenges or other situations that they have uncovered and believe need to be heard. Most workers say that their company’s leaders are not communicating well with them, both in listening and in giving information, according to a new study of about 25,000 workers.
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The Ten Commandments for Leaders, Managers and Business Owners

2009-08-01T11:46:00.000-04:00

If you are running a company:

I. Thou shalt never hire in haste.

II. Thou shalt reward only accountable people.

III. Thou shalt seek advice from those who do the work.

IV. Thou shalt focus on what is wrong before who is wrong.

V. Thou shalt not equate seniority, credentials or even experience with performance.

VI. Thou shalt rely on facts before opinions.

VII. Thou shalt honor results and quality over activities, and effectiveness over efficiency.

VIII. Thou shalt set individual goals with each employee.

IX. Thou shalt not dwell on past mistakes.

X. Thou shalt resist the temptation to believe that control of resources and of authority yields respect.

Is Multi-tasking a Time and Productivity Thief?

2009-07-24T10:43:00.000-04:00

I’ve been hearing a lot again recently about how multi-tasking is causing the loss or reduction of focus and is making us more unproductive in the long run. There’s a plethora of studies that have been done about it. But along with the productivity drop, our human connections are decreasing. Bear in mind that “Millennials”, those ages 17 to 28, are spending on average 6½ hours each day with electronic media – and employers are taking advantage of this situation. Now researchers say that by factoring in multi-tasking and that number increases to 8½ total hours daily. In most households, when Mom or Dad comes in from work and says “Hello”, only 1 in 3 kids turns away from their computer or video game to return the greeting.
It’s a well-known psychological fact that down-time or even single tasking (often referred to as doing nothing!) recharges your mind and your body. Yet the sad thing is that while true multi-tasking seems a real gift, and most people feel that yields higher productivity, it can endanger your physical and emotional health.
Researchers at UCLA found that at the very least multi-tasking negatively impacts your brain’s learning center and another team at MIT found that students, while handling several tasks at one, had more brain “downtime” rather than being more stimulated by the multiple tasks. And reduced brain activity reduces creativity which can be associated with things like “writers block”, with which I’m familiar.
Now, all multi-tasking isn’t bad – in fact, it’s a great way to do get your exercise and watch the news. Or prepare dinner and listen to music. But if you need to be highly focused, say driving a car in heavy traffic, I wouldn’t advise blasting out Lynyrd Skynyrd’s “Sweet Home Alabama” while talking on your cell phone and reading the paper! The Insurance Institute for Highway Safety’s research regarding drivers and distractions (www.iihs.org) makes note that distracted drivers cause more accidents than those who remain focused on their driving.
Now you’re about to tell me that it’s not possible for you manage your day without the craziness of multi-tasking – and to some degree you are correct. We’ve created our careers on the very foundation of multi-tasking and all that technology offers to assist us. Well, I’m just saying that if you feel it’s gotten out of hand, it’s likely WAY out of hand. Is there a cure? Not likely, but there are some things you can do to improve.
• In the words of a character from the TV show “Mash” Dr. Charles Emerson Winchester – “I do one thing, do it very well and then move on.” But pick the most important thing that needs finishing and refuse to let yourself get off track. Of course, like in the TV show anything involving bleeding or pain should get top priority.
• Take time to read, do crossword puzzles, Sudoku, etc. which require you to focus narrowly on the task at hand.
• Go to a gym, practice yoga, go for a walk, take five minutes to do nothing but deep breathing.
• Get off the Web and shut down your email program – just for a little while.
• When you have tasks that must be completed, like placing orders, making return calls, writing emails, etc., plan for them and set aside scheduled times for starting and finishing these.
• Quit being an addict to an adrenaline-based lifestyle (even though your boss may not like it).
So as I’m finishing this article, I have two more open and waiting to continue with writing, and I keep hearing these little dings as new email arrives. Oh and by the way, I had to stop and answer the telephone multiple times, but I finally finished it. I’m pretty sure I could’ve done it in about half the time without all the multi-tasking.

Brian Howe is a professionally-trained business and life coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com.

Managing Generational Diversity in the Workplace

2009-07-21T22:48:00.000-04:00

Builders, Boomers, GenX-ers and NeXters. Many work environments now have four generations within them, something that has never occurred in modern years. If your company or business unit is one of them, I know you’ve likely got your hands full with the chaos created by the conflict and poor communications that may exist as a result of this. It’s a hot topic in the workplace today and the thought of how to manage the issues can be staggering to a business owner or manager when he or she discovers that many people are not ready or willing to embrace the changes needed to overcome generational diversity.
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On-boarding- Helping New Leaders Succeed

2009-07-21T22:28:00.000-04:00

Companies are bracing for turnover. Trust me, it’s coming. My sources report that with the improving economy, people who have been staying in their jobs, even though dissatisfied, will be leaving . . . and soon.

So here’s the predicament. Four out of 10 newly hired or promoted supervisors, managers, executives, leaders and line staff fail within the first 18 months of starting their new positions. ‘Failing’ includes being fired for performance, performing significantly below expectations, or voluntarily resigning from the new position.

The challenges they face today include:
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Employee Exit Interviews Will Save Your Company Money -- If Properly Conducted

2009-07-14T14:48:00.000-04:00

My research has shown that a person who resigns from your company is leaving for one of three main reasons:

 a new career opportunity,
 an unsolicited job offer or
 for a grievance that has not been handled correctly (usually a manager issue).

The last point on this list is the most frequent reason a valued employee moves on. There are other reasons of course, but these are tops. Whenever a person resigns from your company for voluntary reasons it’s normally a surprise and it can be expensive to replace a valuable team member. This article will outline three important steps for conducting exit interviews, a process which can reduce employee turnover and improve profitability at the same time.

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Stop Chasing Success

2009-07-10T17:05:00.000-04:00

Yep, you heard me right. I’m telling you: “Stop chasing success and discover what really matters most to you!” I’ve found that quite a few business owners, and many other folks, have an uncontrollable urge to chase success. And why not? After all, according to lots of successful people like Thomas Edison who said, “Success is 1% inspiration and 99% perspiration”, the concept is one that has become embedded in our brains.
Many people, from time to time me included, often have trouble envisioning the level of success they most desire. One of the main reasons for this is that they haven’t done a reality check and defined success as they see it. Most of the time they use the monetary or material ‘yardsticks’ of others (yeah, that’s right – the Beamer, Hummer, ski boat, lake house, etc.)
So what should I do, you ask? Well, it’s time to do two things to start off the New Year.
Many of my clients make New Year's resolutions. Others do not. If they do, I ask them to concentrate on two areas: intentions and self-imposed limitations. My experience is that when people stay focused in these two areas they likely make more money in their business or career, grow their customer base and have lots more fun.
However, I caution clients that resolutions should not be grounded in what they feel they must accomplish, but rather what their "intentions" are around those goals. I ask them this question: "What are your intentions for the year and what self-imposed limitations are you going to rise above in order to achieve those intentions?"
Then I ask that they envision themselves twenty, thirty or forty years ahead and look back on what they've achieved -- what mark have they left on this earth or what legacy have they left behind? How would the 85-year old you view the you of the present? If they are satisfied with what they see, that's good. If not, then they usually become quite motivated to achieve more of the right stuff. And that's really where the coaching work begins.
New Year's Resolutions? I want my clients to think much bigger than a resolution. I want them to determine how many lives they can hugely and positively impact or affect. I request that they intensely and honestly question and let go of self-imposing limitations and beliefs, for as long as they are a part of you, they become part of your reality, just as they have in the past. Here are some things my clients question:
• How can I be more successful?
• How much many can I make?
• Can I really market, sell and attract more clients?
• How can I make a significant impact on those people who are closest to me?
• Can I find the time to do more?
People can tell me what they want from their businesses or careers. But normally, they can’t tell me what they really want. Early on in our work together my clients’ answers are at first, quite standard; money, security for retirement, new car, college tuition or eliminating tolerations (the stuff that keeps bugging us day in and day out). But I keep asking “What else?”, until they realize that they have some soul searching to do in order to find out what motivates them to do all that they do. They then begin to think: about who they are, what they’re doing, and why they’re doing it (hence my company’s name “ThinkTank Coaching”).
Using the 85-year old scenario as a preview, you can create intentions, and amazingly enough, this is what many successful people do, because it gives them the outline for success. Plus, they don’t forget to write them down! Professional life and business coaches like myself, understand that clear intention is at the core of making the quantum leap from an ordinary life to “superstar success”. Because those folks know the core motives for what they are doing, and they create a lucid and low friction path to success.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website http://www.coachbrian.com/

Living in the 21st Century

2009-06-07T11:01:00.000-04:00

My oldest daughter, forwarded this to me. I got quite a kick out of it because . . . IT'S ME!

You know you're living in the 21st Century when . . .

1. You accidentally enter your password on the microwave.
2. You haven't played solitaire with real cards in years.
3. You have a list of 15 phone numbers to reach your family of 3.
4. You e-mail the person who works at the desk next to you.
5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses.
6. You go home after a long day at work and you still answer the phone in a business manner.
7. You make phone calls from home, you accidentally dial "9" to get an outside line.
8. You've sat at the same desk for four years and worked for three different companies.
10. You learn about your redundancy on the 11 o'clock news.
11. Your boss doesn't have the ability to do your job.
12. You pull up in your own driveway and use your cellphone to see if anyone is home.
13. Every commercial on television has a website at the bottom of the screen.
14. Leaving the house withour your cellphone, which you didn't have for the first, 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go get it.
15. You get up in the morning and go online before getting your coffee.
16. You start tilting your head sideways to smile. :)
17. You're reading this and nodding and laughing.
18. Even worse, you know exactly to whom you are going to forward this message.
19. You are too busy to notice there was no #9 on this list.
20. You actually scrolled back up to check that there wasn't a #9 on this list AND NOW U R LAUGHING at yourself. Go on, forward this to your friends . . . you know you want to!

First-time Manager Feels Intimidation

2009-06-03T22:51:00.000-04:00

Becoming a manager for the first time can be somewhat intimidating. Many folks tend to feel as if you have been “dumped over the wall” to where your team eagerly (or not) awaits your leadership “magic”. I’ve coached quite a few clients regarding these fears so permit me to share some fear-busters that may be useful for those of you in this situation, or soon to be there. It’s part of a coaching process now called “on-boarding”.

- Click here for the rest of the story -

Really Cool Technology that Trumps a Wii and Guitar Hero

2009-05-21T00:02:00.000-04:00

Okay, I really don’t get it because I’m not much of a “gamer”, but people are getting shot and robbed, shoved and squished while waiting in lines to buy the newest video game controllers. I know millions think differently than I and know that these are absolutely the coolest electronic gadget, but let me introduce you to technology many others believe is far better. Not just cool – chillingly so.

I’m betting that unless you read “Fast Company” magazine most folks have never heard of Pop!Tech, an annual one-of-a-kind conference held each October in Maine. While enjoying the New England fall foliage, attendees of this three-day summit explore the cutting-edge ideas, emerging technologies and new forces of change that are shaping our future. For each of the last ten years the event has been bringing together 500 visionary thinkers in the sciences, technology, business, design, the arts, education, government and culture.

Big deal! So what? Okay, I’ll tell you. Raise your hand if you’ve ever heard of a LifeStraw®. Go ahead, hold ‘em up high so everyone can see. Anyone? Well, it’s just one of the many things and ideas introduced at Pop!Tech this year.

At any given moment, about half of the world's poor are suffering from waterborne diseases, of which over 6,000 – mainly children – die each day from consuming unsafe drinking water. The LifeStraw® was developed by a Danish company now headquartered in Switzerland – The Vestergaard Frandsen Group – a company with several other inventions that help aid countries and people in desperate environmental situations.

As a personal mobile water purification tool, the LifeStraw® is designed to turn surface water into drinking water, thus providing access to safe water wherever you are. Touted as costing only $3.50 each, one “straw” can provide an individual safe drinking water for about six months. (check it out at www.lifestraw.com)

So let’s do some math. These Wii's and Guitar Hero games will likely cost consumers about $600, once they've acquired all the different games, and add-ons. If the manufacturers would raise the price of their products by $3.50 and it could provide millions and millions of LifeStraws. Or instead of spending $600, a “gamer” could donate the money to acquire – hang on, let me get out my calculator – 171 LifeStraws.

Now, I’m pretty realistic and I know the last idea is very unlikely to happen. But what about the first one? Sony would look like a heroic corporation. Heck, so could Nike, Home Depot, and even Tiger Woods. And what if each “gamer” on their own, decided to buy a single LifeStraw® when they bought their chosen controller? Retailers like Wal-Mart, Best Buy, Circuit City, hhgregg, would have incredibly compelling and positive public relations stories.

I’ve not heard anything about Angelina Jolie, Brad Pitt or Tom and Kat (Cruise and Holmes) dropping their bucks on these things. Why do you think that is? Media coverage is showing them as “compassionate”, right? It can’t be because a LifeStraw® is too costly. Just think of the money spent on the recent wedding by the likes of Cruise, Holmes and their guests – the private jets, designer clothing and jewelry, food and beverage, lavish rooms, and personal bodyguards, just to name a few.

The celebrated anthropologist Margaret Mead once said, “Never doubt that a small group of thoughtful, committed people can change the world. Indeed, it is the only thing that ever has.”

For the past decade, Pop!Tech has been building and inspiring just such a community of committed change-agents. This network not only stretches across North America; it’s totally global. And Pop!Tech folks are doing exactly what people should be doing . . . making the world a better place. I’m not sure if Jolie and Pitt, Cruise and Holmes, and those of the same ilk deserve our attention. I prefer to give mine to the folks at Pop!Tech (www.poptech.org) who are committed to changing the world and creating cool stuff – like the LifeStraw®.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com

Check Past Behavior When Hiring Future Employees

2009-05-19T10:31:00.000-04:00

I caution my business coaching clients to beware of computer consultants, network administrators, or anyone for that matter, who come bearing paper certificates but little hands-on know-how. Yet I hear of many businesses who are so strapped to fill vacant positions, they don’t want to avoid hiring outside consultants or permanent employees by being too critical about experience and results. Does Certification = Qualification?
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Finding Good People to Develop

2009-04-05T11:37:00.000-04:00

I repeatedly hear that employers “can’t find good people”. Well, this is a true story about some business owners who know what to look for.

I come from a small, formerly rural town. It’s getting less small and less rural every day. Recently, I heard a business success story that compelled me to write about it.

Two business owners were seeking ways to improve the operations and flow of their organization. With the right people as mid-level managers, they knew things would get better. They also strongly believed in giving existing employees development opportunities so they studied current employees and found someone, I’ll call her Vickie, who demonstrated a strong work ethic and a great deal of common sense.
- Click here for the rest of the story -

Kids Need Better Role Models or Human Ethics – The Rise in Lower Morality

2009-02-26T16:35:00.000-05:00

The results of a recent survey of high school students in the United States found that more than two-thirds of those surveyed had cheated at least once on a high school exam. That’s a pretty significant number. But what is far worse is that most of those kids didn’t feel that they had done anything wrong! In reality, I'm certain that peer influence has a lot to do with this type of behavior, but more than half who admitted cheating believe they acted the same way their parents would have – because they’ve witnessed them cheating to get ahead. They also see it happening with famous celebrities, their athletic heroes and in politics, but don’t get me going on about those folks.
It seems that with all the traits, or “assets” as one organization terms them, we as parents try to instill in our children, the one that is glaringly absent or severely diminished is ethics.
The Search Institute in Minneapolis, MN has identified forty key external and internal assets that kids need to properly mature and become solid contributors to society. If you’d like a copy of the list you can find the list on my website at www.coachbrian.com/40assets.htm or you can email me at email:brian@coachbrian.com.
Some of the key assets on that list which relate to the formation of human ethics of the highest quality are:

• Positive and responsibly behaving adult role models
• Peers who model these adults
• Honesty
• Integrity
• Self-esteem

There are quite a few more which thread together the fibers of who we become, but if you don’t have integrity, you have no foundation on which to build and develop what is commonly referred to as “character”.
The Josephson Institute of Ethics has created a website www.charactercounts.org, that details “The Six Pillars of Character”. Trustworthiness, Respect, Responsibility, Fairness, Caring, and Citizenship. If there’s any doubt that as an adult you might not be “walking the talk”, the site has more details about each of these values and how you can incorporate them into your daily life.
Remember, it’s that time of year when many of us make New Year’s Resolutions. It’s never too late to reflect, renew and polish ourselves as role models. Either way the impact you have on others is considerable.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com

Can Your Company Measure Up to Fortune’s the “Best Companies to Work For -- 2006”?

2009-02-23T12:57:00.000-05:00

The January issue of Fortune Magazine features the “100 Best Companies to Work For”, and after reading it, I was intrigued by the key facts associated with the businesses chosen for the list. The magazine’s writers noted that “You have to be pretty darn strange to make this list. We mean that in a good way of course.” The list was first created in 1998 and only twenty businesses have received the honors each year since then.
It’s also interesting that Georgia has been home to several honorees. HomeBanc Mortgage, Alston & Bird, AFLAC, Synovus, Memorial Health and Childrens Healthcare of Atlanta. Kudos to those folks!
So, what can be simply said about the 100 winners of this prestigious title? None of them are striving to be normal. “How’s that?”, you ask. Here’s what jumped out at me about these “employee friendly” firms.

• 14 of them pay 100 percent of health care benefit premiums
• one-third offer on-site child care for as low as $300 per month.
• balanced personal and work life encouraged.
• The top 25 highest paying averaged $125,759.52 per salaried employee with a high of $574,373 (Russell Investment Group) and low of $101,800 (Publix Supermarkets) and for hourly paid staff an average annual earnings of $60,124.68, with a high of $67,800 (law firm Morrison & Foerster) and low of $51,021 (PriceWaterhouseCoopers).
• 79% allow some measure of telecommuting with the top five who offer this having 60%, 37%, 33%, 30%, and 23% of their workforces doing so.
• 25 offer fully paid employee sabbaticals.

Quirky Perks

• Timberland employees receive a $3,000 subsidy to buy a hybrid automobile.
• S.C. Johnson & Son retirees get a lifetime membership at the company fitness center.
• Employees of David Weekley Homes get 10 percent off the purchase of a new DW home.
• Pregnant employees at Eli Lilly can take a paid month off before their due date – and not considered a part of their Family Medical Leave Act time allocation.
• Worthington Industries offers onsite haircuts for just $4.
• J.M Smucker has 100% tuition reimbursement, with no limit!
• Amgen employees receive 16 paid holidays each year, nearly double the national norm.
These companies also have incredibly low turnover rates in relation to others in their respective industries some between 2%-5%, which saves them countless tens of thousands of dollars. They also enjoy having huge applicant pools, receiving four to ten times as many applications as their competitors.
Starbucks, who currently employs over 91,000 people, claims it received more than 1.5 million applications and will experience 26% employee growth in 2006, or an additional 3,067 new “partners”, as employees are called.
Those companies on the list work hard at making new employees welcome, because they know that the first year of employment can be daunting, frustrating and somewhat shaky. Many offer assimilation coaching or “onboarding”, a coaching service I offer and which I wrote about for the Citizen last April (posted on my weblog). They may also choose to assign a “buddy” or mentor to new hires because typically their orientations take 90 days to a year.
When new hires arrive, these employers don’t hand them a bunch of forms to fill out. The “recently acquired” are escorted to their offices, cubicles or other assigned work areas, given their computer, active telephone, email addresses, logins, and appointment and training schedules for the first week, and maybe beyond. They are never, ever “dropped over the wall” and told, “Someone will be here shortly”.
On average, the Top 100 offers over 52 hours of training per year for each employee with the highest being 250 hours (Quicken Loans).
What may be the most interesting facts I’ve not covered are the financials of these companies. There is no doubt that those on the list are innovative at providing extraordinary work climates for their staff, but how are they performing with their shareholders? “Best Companies” outperformed the S&P 500 by nearly double last year, and about the same over the last ten years.
Well, Timberland, one of those who has made this list every year, since then has seen it’s sales rise 75 percent, net profit which has nearly tripled, and its stock is up over 300 percent! And they aren’t an exception to the others on the list.
Another factoid I’ll mention -- and pay particular attention here – 42 of the 100 companies have a majority of female employees! Some in healthcare have female to male ratios of more than 4 to 1, or higher than two out of three at AFLAC.
Okay, so you want to know what the coaching angle is here. It’s just this – you’ve got to be better than your competitors in many areas, not just one or two, to excel as a leader in national or global business . . . more than simply price, quality or service, because people are your greatest asset, whether they are employees, customers, suppliers or shareholders.
Is there anyone out there thinking they’ve got a long way to go? A famous 18th century Irish-born, English statesman, Edmund Burke said, “Nobody made a greater mistake than he who did nothing because he could only do a little”. Those are good words for self-motivation. And if you’re interested in doing a little or a lot, give me a call. I’d love to show you that your company can have unique attributes, or even some of the same, that might put you in the same league as Fortune’s “Best Companies”. Of course, if you’re not interested in higher shareholder value and happier more productive employees, you won’t call.

Life is an Open Microphone

2009-01-14T22:37:00.000-05:00

Most of us are guilty . . . guilty as charged, when it comes to violating the ‘open mike’ law. What’s that you say? It’s when you are speaking to someone else saying something you shouldn’t be saying and it gets overheard by someone you didn’t want hearing it. And if you’re not guilty, well good for you!
The most recent worse case I’ve heard about was when CNN reporter Kyra Phillips unknowingly had a live wireless microphone with her when she went for a break into the CNN ladies room during a speech given by President George W. Bush in New Orleans.
She made positive comments about her husband and her brother, but those about her sister-in-law were not so flattering. In fact, they were downright indignant. And every word was heard by the audience – above the Bush speech. "I've gotta be protective of [her brother]," she was heard saying as she washed her hands. "He's married, three kids, but his wife is just a control freak!" Oops! I sure hope her sister-in-law is the forgiving type of control freak. Otherwise the upcoming holidays are going to be loads of fun! Why even her brother and some other family members might be a little ticked off.
I often coach my clients, especially those in leadership positions or who own their own businesses that they should conduct themselves in front of everyone, clients, prospects, employees, suppliers, etc., as though their lives were an ‘open mike’. I also recommend that they don’t do anything they wouldn’t want to see on the front page of the paper. Yet, every week, wherever I go, I see those same judgement mistakes being made.
I wrote another article regarding ‘Destructive Comments’ that asks you to think about whatever you are going to say or do next, and if it doesn’t help you, your company, your customers or the person or people you are talking about, then don’t say it or do it. Pretty simple stuff – but incredibly powerful.
Don Miguel Ruiz wrote in his book, “The Four Agreements” that if you model your life after these, it will be much more rewarding.
They are:
1. Always speak with integrity.
2. Don’t take anything personally.
3. Don’t make assumptions.
4. Always do your best.

Had Ms. Phillips behaved according to just the first one of these ‘agreements’, she never would have seen herself on the ‘front page’ of the paper, so to speak, regarding her rapier-like wit and commentary. And she wouldn’t have been ridiculed by late night talk show host David Letterman who offered his “Top Ten Kyra Phillips Excuses” regarding the incident. Even her employer, CNN, had to make up some story about it not being her mistake, but due to a “technical malfunction”, and offered an apology to their audience and President Bush. They did not report an apology to Ms. Phillips’ brother or her sister-in-law.
So let’s recap. Here is the most destructive part of what Kyra Phillips said regarding her brother, “his wife is a control freak”. Six words that could have brought her career and family relationships crashing down around her.

Brian Howe is a professionally-trained executive and business coach, writer and speaker, who owns ThinkTank Coaching. He is also a Certified Mediator, and holds the highest human resource certification, Senior Professional in Human Resources (SPHR). He has worked with over 300 business owners and professionals, coaching and consulting with them on leadership development and other aspects related to people in business. He can be reached at (770) 922-6007 or via his website www.coachbrian.com

Confessions of a (recovered) Micro-manager

2005-04-07T20:03:00.000-04:00

Yep. You heard it right here. This executive and business coach is admitting that he was a ‘micro-manager’. Well nearly, I guess, according to some parts of the descriptions I’ve researched. But before you pass judgment, I did say was, and it was a long time ago while I was being groomed for a promotion into a senior management position.
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Prioritizing – A Key to Work/Life Balance

2005-03-10T18:44:00.000-05:00

Your daily ‘balancing act’ requires thoughtful planning of how to best spend your time, and where to direct your efforts and energy. In order to plan more effectively, develop solid business (and personal) strategies, and take the appropriate actions, you must know what your priorities are. Here’s what you need to know about priorities.

Priorities are based on our values – achievement, intimacy, personal satisfaction, independence, caretaking, plus our goals – like building business, establishing or developing a career, raising a family, saving for college or retirement, finding and maintaining a committed relationship, and getting spiritual needs met, etc.
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Salary Negotiation

2005-03-03T09:07:00.000-05:00

"I'd rather not have to get into it. In fact, I'd rather kiss a snake."
-- A Small Business Client

Why do we make the 'dollars discussion' so challenging? During a recent coaching call, my client sounded highly stressed. Her voice was straining, like her vocal chords were over-stretched. When I asked her what was her biggest challenge at this moment, she didn't talk about her rapidly-growing business, or the balance issues in her life, nor even how much she accomplished since our last session. She wanted to know if I'd negotiate salary with a potential new hire.
- Click here for the rest of the story -

Do Negative Comments Make You Toxic?

2005-02-21T16:04:00.000-05:00

Almost every client that I work with is trying to improve teamwork, to build strong relationships, to build solid communication across the organization, and with their client companies.
One of the easiest ways to ‘hit the wall’ and destroy teamwork and morale is for leaders and managers to be heard by their staff making destructive comments about coworkers, vendors and clients -- anything like put-downs, character assassinations, and gossip.
- Click here for the rest of the story -

Are you complying with new overtime wage regulations?

2005-01-13T21:44:00.000-05:00

Taking action on this issue now, might be a good New Year’s resolution for your business.

Hopefully, I haven’t caught you off guard and you’re asking yourself, “What new regulations?”

Well, if you are, let’s cover the Department of Labor’s (DOL) changes to the Fair Labor Standards Act (FLSA) Part 541 Regulations as quickly and concisely as I can.

About the worst thing to be doing right now is nothing. Don’t assume that even though legislators are in the process of seeking changes to the law that you are immune to legal or governmental measures.

Here’s what you should do:
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Check Out the New Federal Bank Law

2004-12-30T10:25:00.000-05:00

Check 21 — The Check Clearing for the 21st Century Act, has permitted your banking institution to make some significant changes in the way they process checks, and electronic check conversion processes for consumers are on the rise.
A new federal law became effective on Oct. 21. Twenty-first century check processing for banks and other financial institutions has arrived. Financial institutions now have the option of creating, processing and exchanging a legal copy of your original check, essentially a substitute check, which is an electronic duplication of the check's front and back.

- Click here for the rest of the story -

Do you know what 'real' networking is?

2004-12-23T10:16:00.000-05:00

I lead quite a few workshops on business building and career development, and most, if not all, of my coaching clients have heard me ramble on about the power of ‘real’ networking. I’m more than just a big fan of networking because it’s one of the top three methods I’ve used to build my coaching practice.
Well, I’ve got a true story for you – one that recently happened to me that will illustrate the power of networking.

Click here for the rest of the story

Email Overload - Part Two

2004-12-09T17:01:00.000-05:00

While in college, I used to beg for family and friends to send me letters. My parents would say, “To get a letter, you should send a letter”. It’s apparently the same for email.

“The more [email] you send, the more you get”, according to Jeremy Burton, vice president of Veritas’ Software marketing unit, who recently decreed that casual Fridays would also be email free. If any of the 240 staff members need to communicate with another, they have to do it by telephone or in person.

>- Click here for the rest of the story -

Email Overloaded? - Part One of Two

2004-12-02T20:12:00.000-05:00

Electronic mail, or email, has been touted as the greatest personal and business productivity enhancer, which is true. But to some, email has become a tremendous burden and a waste of time. Read on and I’ll show you what you can do about it.
Part 1 of a 2-part series on how you can begin to tame the email monster.

If you are at, or near the top of your organization or business unit, everyone wants some of your time. They want you to know they’re doing the job you’re paying them for – and doing it well. So they send you email. Make you feel important, does it?

Click here for the rest of the story

Honey, they shrunk my computer!

2004-11-18T11:37:00.000-05:00

If you are a technology buff or a corporate executive responsible for a sizable field sales staff, you may have already heard about ultra-personal computers or mini-PCs. If not, read on ... your world may have just gotten a little smaller.

In my personal quest for learning, I’ve subscribed to a number of online newsletters. Some day, I’ll attempt to remove my e-mail address from those that were never, or are no longer, valuable. But recently, one of them provided a short blurb and an Internet link to a new personal computer that appears to be a significant step in advanced portability. Here’s what I learned.
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Columnist Joins The Citizen Business Page

2004-11-18T10:16:00.000-05:00

CONYERS — The Rockdale Citizen welcomes new columnist Brian Howe to its format for the business page. Howe is the president and owner of ThinkTank Coaching, where he helps business leaders, executives and HR professionals excel in their fields.

In terms of his history, Howe began his career in human resources, where he operated his own consulting firm for over a decade. However, Howe was dissatisfied with the limits of his field and wanted to move into a pro-active and hands-on role with his clients. After much thought, Howe decided to pursue a career in life coaching.

“In HR consulting, I felt like I could tell people what to do, but my role ended there,” Howe said. “In coaching, I am able to help people who have the vision and the commitment create change in their lives that is sustainable. I go through the process with them, and help them set and achieve their goals.”

Howe attended Coach University to gain his business and personal coaching certification. Shortly thereafter, Howe launched his business ThinkTank Coaching and began building a client base comprised of executives, business owners and professionals, both in Georgia and nationwide.

In terms of his services, Howe prides himself on providing his clients with the tools, structure, support, accountability and focus they need to succeed personally and professionally. As a result, his clients are able to set better goals, explore bigger possibilities, overcome barriers, and achieve greater success and satisfaction in their lives.

Other accreditations Howe has earned include certified mediator, and a designation from the Society of Human Resource Management (SHRM) as a senior professional in human resources (SPHR). This is the highest designation that the SHRM gives to members.

Along with his business, Howe is a writer, a public speaker and conducts workshops across the country for executives, high-potential leaders, business owners and HR professionals. He also gives scholarship to promising individuals interested in his services, but unable to afford his fees.

Howe resides in Conyers with his wife Lynn. They have three daughters.

The Big Apple

2004-10-05T14:40:00.000-04:00

New York, New York, what a wonderful town!

After landing at LaGuardia Airport and hailing a taxi, we're heading into Manhattan in stop and go traffic. Stop means our cabbie, who has graciously cracked the windows for some 'fresh air' is cutting over lane after lane to find the quickest way to cross the East River . . . and go means that he is speeding south along the Eastside Highway towards the United Nations building at 85 m.p.h.

What follows? An NBC Studio tour, visit with the Today Show, Strawberry Fields and more. Click here for the rest of the story.

Time to Think

2004-07-24T17:21:00.000-04:00

Why do so many people want:

More of something (like money or customers)
Less of something (like stress and aggravation)
or something to be better (like the control they have over their time and money)

Wouldn't it be better to think about who you are, what you're doing and why you do those things, rather than wishing for a winning lottery ticket or that really big client?

Well, if you are reading this and you are NOT one of my coaching clients, why don't you try coaching -- the first hour is on me!

Click here to email me!

770-922-6007 www.coachbrian.com