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Tim Schneider

  EagleVision

Providing Insight and Tips for the Modern Working Environment

The Monthly Newsletter of Soaring Eagle Enterprises

February, 2010
Contents:
Leadership Insights-Innovation and Change-Part II
Characteristics of Great Service Providers
Continuing Education and Open Enrollment Programs 
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Tim Schneider 

Leadership Insights-The Ninth Competency of Leadership-Innovation and Change-Part II  By Tim Schneider   

 

Innovation is the creation of something new or a new method of delivering something currently needed. Innovation is creativity used in a process or operational setting.

An interesting element of innovation is the root of where it originates. All innovation is sparked by a conflict. Not the type of conflict that you may currently think about that involves yelling, tears and fisticuffs but the conflict that is created when someone looks at something and believes there is a better way to do it. Process conflict and not interpersonal conflict.

In it's most simplistic form, you see something occur and say to yourself or others "I can do that better" or "there is a better way to do that" or "this could certainly be streamlined a little bit."

This process based conflict can be large scale or very small in scope but universally it is the recognition that it is not the best method or product. From this conflict grows critical thinking. Critical thinking is taking the conflict point and developing some "what ifs". This is usually done internally and very privately and not all at one sitting. Outstanding critical thinking is needed to provide the mechanics of innovation. 

 Read the Entire Article
Blog Contents-January and February 
  
1.  Monday Mentor Week 9
2.  Monday Mentor Week 8
3.  Leading in 2010
4.  You Can Teach and Old Employee New Tricks
5.  Monday Mentor Week 7
6.  Beware of this ADA Trap in Hiring
7.  10 Great Questions to Assess Your Own Productivity
8.  8 Indicators of an Extraordinary Group
9.  Employee Engagement is More than Satisfaction
10.  What Happens After Training is as Important as the Training
11.  Walt Disney's 8 Secrets to Success
12.  Monday Mentor Week 6
13.  Overcoming Misconceptions About Employee Engagement
14.  Monday Mentor Week 5
15.  Monday Mentor Week 4 

16.  Do Women Make Better Managers

17.  13 Things Not to Share with Co-Workers
18.  Carpet People and Tile People
19.  Monday Mentor-Week 3
20.  Engagement Leads to Growth
 
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Characteristics of Great Customer Service Providers 
From the Soaring Eagle Enterprises' training program Customer Service Excellence
 

1.  Selfless and egoless in customer interactions.  Understand that it is not about them or their comfort.  It is about the customer.

 

2.  People oriented.  Enjoy people interactions and communication.

 

3.  Optimistic and enthusiastic.  Positive outlook and great energy towards customers and people.

 

4.  Communicates effectively, accurately and frequently.

 

5.  Organized and concerned with appearances from the customer perspective.

 

6.  Trustworthy and delivers what they say they will deliver.

 

7.  Honest and never misleads their customer.

 

8.  Understands their product and service.  Can answer questions and offer alternatives.

 

9.  Understanding and empathetic.  Can appreciate their customer wants, expectations and even, their frustrations.

 

10.  Excellent self-management.  Controls emotions and demonstrates restraint.  Uses great skills regardless of the circumstances.  Does not blame others and owns the customer.

 

11.  Builds relationships.  Shows genuine interest, care and concern for customers.

 

12.  Sets a positive and upbeat tone in all customer interactions.  Enjoys setting the tone and solving problems.

 
 
 
 
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