EagleVision
Providing Insight and Tips for the Modern Working Environment
The Monthly Newsletter of Soaring Eagle Enterprises, Inc. July, 2007
Contents
and Announcements:
Leadership Insight:
Leading
Leaders
Human Resource Insight:
Dress Codes
Customer Service Insight:
Competing for
Our Attention
Security Management Insight:
Service and Security-
Friends or Enemies?
Just for Fun:
Signs Your Company
is in Trouble
Thought of the Month:
Service Excellence
Organization Tip of the Month:
Staffing
Levels
Upcoming Classes and Seminars:
(Click on a program name for more information)
Begins September 12, 2007
Begins September 13, 2007
Management Certification-West/Central
Begins September 13, 2007
Leadership Certification-Daytime Version
Begins September 21, 2007
Customer Service Certification
Begins October 1, 2007
Begins October 2, 2007
Begins October 3, 2007
Other News and Notes:
Linda Florence Announces the Opening of CoachEagle
Fall Enrollments Open at Nova Southeastern
The offerings for fall, 2007 at Nova Southeastern University include the Business Management Certification Series, Advanced Security Management and the Customer Service Certification Series.
The Human Resource Management Certification Series will also return with both an east and west version and the Leadership Certification Series will have both the traditional evening sessions and a new daytime format.
To the fall offerings or register for these programs, please visit, www.soaringeagleent.com and follow the registration or calendar links.
Leadership Insight:
Leading Leaders
Leading other leaders. Some people compare it to herding cats. Some people describe the “which way did they go? I must know because I am their leader” paradox. Others will tell you that it is the most frustrating, but yet most rewarding part of the leadership equation. Read the Entire Article:
Human Resource Insight:
Dress Codes
It is clear by watching the passionate discussions about dress codes in organizations across the country that appearance touches something far deeper than the exterior we see. Though we may have been raised on the admonition not to judge a book by its cover, we do. For most of us, identity and values such as self-expression and freedom are attached to our appearance choices. In addition, we make judgments and interpretations about others' values, character, and behavior based on their appearance. Read the Entire Article:
Customer Service Insight:
Competing for Our Attention
Who is next? Who was I dealing with first? Who needed what? Sounds like a lead to a comedy sketch about baseball.
Many businesses and organizations struggle with the phenomenon every day. A customer is at the desk. The phone rings. The pager goes off. The golden envelope indicates that email has arrived and it has a red exclamation point attached. These decision points say a great deal about service culture and commitment to customers. Read the Entire Article:
Security Insight:
Service and Security-Friends or Enemies?
What is Security? Interestingly, many people who work in a security related function or have the responsibility for ‘security’ really don’t even know what it means. It’s no wonder then that organizations fail to treat this function, and those associated with it, with due respect. What we see as security are the obvious things like officers in uniforms, maybe with badges and guns, locks and alarms, and cameras. But these are just the tools that help Security to provide a service. Security is often equated (incorrectly) law enforcement, but it does bare some similarities. We look to law enforcement in times of trouble and to maintain order, keep us safe and catch the criminals who infringe on our way of life. At work we rely on Security, whether it’s a department of people with whom we interact, policies and procedures that must be followed, or the outward symbols and tools of the trade. The police are charged with protecting the public, while security allows the business enterprise to operate. Read the Entire Article:
Just for Fun:
Signs Your Company is in Trouble
Thought for the Month:
Service Excellence
Do what you do so well they will want to see it again and bring their friends.
Walt Disney
Organizational Tip for the Month:
Staffing Levels
When volume increases and service demand is high, the automatic response of some organizations is that there is a need for more people.
More effective, and fiscally responsible, organizations use the opportunity of increasing volume to analyze process and eliminate unnecessary duplications or efforts not related to the core delivery of their mission.