Recently the circles in which I've been running have focused on finding and making best use of the "teachable moment" Jan Carlzon of Scandinavian Airlines, SAS, made famous in his book, Moments of Truth.
Essentially, a teachable moment is that intersection of opportunity and candor when someone's "guard" is down because you've treated them with respect and then, in a leadership role, you have the chance to teach a truth of your business, or more rarely, get the joy of watching a junior staffer shine in front of the big brass because of a particular insight or job done well.
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This article deals with phone work, especially getting names right. Many of the call centers run by small firms (still domestic) are staffed by youth not even out of high-school, without any command of the English language, let alone nuances of foreign pronunciations.
Investing Energy in Learning Foreign Names
Italian: Sforza, Sbisa
Spanish: Joaquin
Spanish: Espinoza
Thinking Like a Shipping Agent
There was a product priced the same amount as a FedEx rate, and the order-taker entered a quantity of 1, which was correct, yet then incorrectly overrode the shipping charge (which defaults to UPS, and has to be overridden to force the Pri Overnight). Some folks never get it, and this management team was certainly among those who didn't. If ever there was a time to be open to change and-as an old dog, learn new tricks-that time would be now.
So what's the teachable moment here? THE FIRST is when the member joins the firm and goes through a phone-skills class (How many firms have them? How many firms need them, if one of their primary means of communicating with the public is via telephone?)
AND THE NEXT is via well-placed remarks on the casual management ambit to see what's going on in the trenches. Just like children, staff attitudes are "caught not taught." Graham HainesNote that neither of these concepts will be executed in a company that is totally driven by bean-counters with an obsessive focus on "the bottom line." That's ok as long as it is the real bottom line where we treasure people and exploit tools, never the other way around. It's like my fifth grade geography class where we had to memorize states, capitals and major rivers. Not because our teacher planned on any of us being travel agents, it was just a great ingredient in the stew of life that is part of being "well rounded and well read." If somebody is talking about the Monongahela [River] you can reasonably expect address information from West VA. or Pittsburgh metro area, but not Detroit, Chicago or LA.
Enthusiasm and "being on your toes" sells more product than a script ever will. Judging by the financial sector melt-down of fall 2008, and the ethics-in-government crisis of 2009, it seems like we've got a lot more bright people than those who are "well rounded and well read." It takes less sense than God gave gravel to recognize that the mayor of London, Boris Johnson, is speaking the uncommon truth when he remarks:
Who created it? One of the key attributes of the systems thinking mindset is applying this "cultural" knowledge to business settings so more folk can bring the common sense that has brought our world the standard of living we now enjoy, back into more common use.
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