by Rebecca Morgan, CSP, CMC on June 1, 2010
I am honored to be recently appointed to the Global Speakers Federation (GSF) Leadership Council as one of the two representatives from the National Speakers Association.
The Global Speakers Federation is a global organization for independent speaking organizations to collectively serve the interests of their individual members while advancing the professional speaking community worldwide.
The GSF is comprised of independent speaker associations from around the world including the US, Australia, Canada, United Kingdom, New Zealand, Asia (Singapore), Malaysia, South Africa, Holland, and Germany.
This July in Orlando, I will represent NSA at the GSF board meeting, along with NSA Past President Lenora Billings-Harris. We will meet again next Spring in Holland for the
Global Speakers Summit.
by Rebecca Morgan, CSP, CMC on May 27, 2010
- Sally is rigid with long-term customers even though she has the power to be flexible and make modifications.
- Paul is accusatory to other departments’ managers, making erroneous assumptions based on little information.
- Bill doesn’t carefully read emails so asks the same questions again and again, doesn’t respond to colleagues’ direct questions, and flames them about things that were covered clearly if he’d taken the time to read the communication.
- Laurie insists the customer service reps communicate only by text because that’s easiest on her, even though it is much easier for them to communicate by email.
- Fred stubbornly requires that other managers give him what he wants the way and when he wants it, without any willingness to discuss what would work for both parties.
- Sue Ellen gets defensive when anyone suggests a way to accomplish a task that is different than hers, repeatedly citing that any “reasonable person” would see that her way is the only way that makes any sense. She has determined that she is the sole arbiter of reasonableness and is not willing to discuss any other options.
- Justin has no concept of “win/win.” He only sees “win/lose” and will do nearly anything, at the cost of relationships with customers and coworkers, to ensure he is the one who wins. No one wants to work with him, let alone be around him.
- When Theresa finds folks aren’t agreeing with her, she makes up what she says the dead founder would have said to do, even though she barely knew him.
- Jeremy argues that he is right even though others who are more level headed disagree. He will not back down.
- Marilyn cheats on her expense reports and when asked for receipts and explanations, gets defensive and seems incredulous that she isn’t trusted. Only under duress and many requests does she produce partial documentation.
- Simon drags his feet on his part of a project. When cost overruns are certain because of the slipped deadlines, he accuses everyone else of being the problem and says they should be liable for any overage.
Do any of these sound familiar?
Continue reading “Do you allow obtuse, stubborn staff to wreck havoc?” »
by Rebecca Morgan, CSP, CMC on May 24, 2010
by Rebecca Morgan, CSP, CMC on May 7, 2010
“Effectively Growing Your Key Sales and Service Talent: Are You Sunlight and Water or Just Manure?”
You know you have a huge competitive advantage in your sales and service representatives. They can either make your customer relationships bloom and grow or die on the vine. As a manager, you can make a huge difference in how your people nurture your customers.
You need to ask yourself some hard questions: Are your team members growing or shriveling? Are you enabling them to flourish or causing them to wilt? How can you grow your own skills as well as nourish those with whom you work? How can you ensure even exemplars to grow their skills?
If you’re like most entrepreneurs, managers or executives, you know if you aren’t enhancing your people’s customer contact skills, you’re going to lose your customers. Your competitors are like weeds — ready to overtake your best customers – and perhaps your stellar employees.
You need to keep your and your team members’ skills sharp, but not sure how to do that on a limited (or no) budget. Rebecca will share her thoughts on keeping growing to thrive and not let your business die from lack of tending.
Rebecca will discuss:
· Why your best sales and service employees may be ready to leave – and your best customers might go with them
· Why maintaining status quo means you’re losing ground
· How you can develop your people with limited – or no – budget
· How to get the highest ROI from any development effort
Thursday, June 10
11 AM (PDT)/2 PM (EDT)
Register here.
by Rebecca Morgan, CSP, CMC on May 5, 2010
I am honored to be recently appointed to the Global Speakers Federation (GSF) Leadership Council as one of the two representatives from the National Speakers Association.
retained her as their workplace effectiveness spokesperson. 
