Have you been frustrated by the Performance review process? Well, I have, and in many ways, I have come to believe that an annual review process is an “old school” idea that needs to go. For years I have been preaching that performance must be evaluated and appraised essentially every day. What is a “360″ Review? The plain fact is, if you wait for an entire year to give feedback, you have just wasted an entire year.

Yes, by waiting to give feedback, you will lose the opportunity to give positive feedback on the exceptional performance; and importantly, you will lose the opportunity to give constructive feedback on a shortfall in performance. In fact, if you are honest with yourself, you will probably find that you probably will forget all but the most egregious failures, and may forget almost all of the real successes. That is a tragedy for your employee, because now you have lost all that time to help them work through their weaknesses; and most importantly; to be rewarded for their victories.

You must give feedback at every turn: good or bad. That is the only way your associate will ever really understand how and why you have drawn your conclusions about their performance. Give feedback on small victories; and carefully managed feedback on the small little shortfalls. Neither should be done to extreme, but letting your associate know that you are watching, is essential.

Another thought: Make certain you find things that each day allow you to “catch your employees” doing something right. The value of a simple “at-a-girl / at-a-boy” is huge. Use it to reinforce behavior, and you will be suprised with the result.

With that said, there is one type of annual exercise that can be extremely valuable. If you don’t do something like this; you should. This is a process in which an employee or manager receives feedback about his or her competencies from peers, supervisors, direct reports, and internal and external customers. It’s a complete picture of the impact one has on those with whom he or she interacts on a frequent basis. Many companies use a “180″ feedback process instead, which allows for feedback from peers, the supervisor, and direct reports (if applicable).

Advantages of a 360 Review:

 A major advantage to the 360 process is that it provides an opportunity for all those people with whom a person comes into frequent contact to offer feedback.
 When feedback comes from many sources, it’s more difficult for a person to brush aside constructive criticism and chalk it up to a “personality conflict”
 Another advantage of the 360 process is that it is designed with a customer focus in mind. This gives employees the opportunity to see how the work they do impacts other areas of the
organization, as well as customers (internal or external)
 360 reviews are particularly strong when coupled with competency-based job descriptions and an action plan developed by the person receiving feedback.

The downside of a 360 Review:

 People might be tempted to ask their friends in the company to be the ones who receive feedback instruments, if given the freedom to do so.
 Without advance notice and training on how to participate in a 360 review, the process will not be successful.

Ensuring the process runs smoothly:

 Reviewers should be people that truly have observed an employee or manager on a frequent basis.
 The process must be carefully designed to minimize the possibility that this handpicking doesn’t occur.
 When an organization decides to implement a 360 review process, at least two sets of employees and managers should be trained on how to effectively use the process: those receiving feedback and those offering feedback.

Give this idea a try, and you may be very surprised in what you learn.

The old-school style of management assumed that money was the universal motivator. Money is a motivator to all people to some degree. That said, virtually all of the research that has been conducted over the last fifty years makes it clear that money does not motivate, it merely satisfies. Indeed, recognition by the boss and by peers almost always ends up as the key reward system. There are numerous other incentives that yield higher satisfaction than the almighty dollar.

I won’t get into the numerous situations and the psychology around the limiting factors of money as a motivator but, suffice it to say that there are various personal reasons why an employee would forgo monetary rewards in favor of a less-traditional approach. Alternatives to cash incentives or discretionary bonuses lead to a feeling that an employees’ individual needs are being heard and answered. By offering some creative ways to reward employees, the feeling is that there is a “personal touch” and employees tend to take greater pride in their work, and work harder for that next reward.

Here are some examples of ways to reward employees, other than using cash:

Offer “comp time” or some paid time off, particularly valuable after a lengthy project, employee travel, or weekends/on-call assignments. Offer corporate perks to rank-and-file, such as executive amenities for one month, that are typically off-limits (such as executive health club membership or use of a company car). Make a regular or monthly award for employees to strive for, such as “employee of the month” that comes with a prime parking spot Increase employees’ personal stake in the company by issuing stock options. Personalize even further by giving gift certificates to local favorite restaurants
A simple “thank you”-in writing. Believe it or not, most employees just want some acknowledgement and appreciation!

The key to all of these ideas is that we as leaders must learn, or at least remember, that the people who work on our organization are simply anxious to achieve results and to be recognized for it. Our associates come to work, and if they have any pride at all in the job that they do, they want to do a good job. I clearly start with firm conviction that virtually nobody goes to work, wanting to do a bad job or to be a failure. That kind of assumption would simply fly in the face of reasonable behavior. Hence, if everybody wants to do a good job; then having the boss, the person who controls your employment, recognize a “job well done,” is perhaps the most important reward.

That said, we must always be aware that every employee has expectations about compensation. In the current economic environment, most employees are simply happy to have a job, but in the long run, every employee wants to think that they have an opportunity to earn enough to have an improving quality of life. Hence, you cannot “buy off” employee expectations with recognition forever. Every boss must recognize that the high quality employee must be given the opportunity to “advance.” And, advance means not only cash compensation, but also advance in positional responsibility. It is only natural that people who consider themselves excellent performers will want to be “promoted.”

This simply means, look for the high performers, and make certain they get the opportunity to advance. You should do this for the good of the organization, not just to make them happy. What is good for the company should also be good for the excellent employee.

Improving Your Communication Skills

When I began my career, I received some advice from my mentor. He told me that the most important skill an employee could have was keen communication skills. I didn’t fully appreciate his advice at the time. But, when my own children start out in their own careers, I will offer the same advice to them.

Regardless of how successful you become as a manager, communication is always a skill that can be improved upon. At the most fundamental level, a lack of communication projects a lack of education. I’m often amazed at how regularly people in management misspell words in documents—including emails. Email is now the largest form of corporate communication, and perhaps the most neglected. Too often, emails take too casual a tone for the workplace, and include spelling or grammar mistakes. Before you hit the “send” key, ask yourself, “Is this the image I want to project out to my team/management/customers?”

It is easy to take an informal tone in an email, since it is so much a part of our personal lives as well. But, I would err on the conservative side when sending or responding to corporate emails. Take advantage of the fact that you can craft your words carefully and use that to portray the image you want. Also, take advantage of the built-in spell checker that is available with the email client you use. Think of email as a permanent, written record of your professional persona and treat it with care.

Another area of communication that is often overlooked as new managers rise through the ranks is active listening. Do not underestimate the power of being a good listener. Particularly in high performing teams, there are often several individuals vying for a chance to be heard, to monopolize time in meetings, to get “face time” with management. Listening allows you to better formulate your responses. As a manager, it allows you to actually consider the needs of your staff and react accordingly. As an added bonus, this is a skill that is highly valued outside of the workplace and will help you in all situations. Everyone wants to be heard.

Finally, resist the temptation to speak the first thing that comes to your mind—particularly in meetings. Allow a brainstorming session to come full circle before taking it into a different direction. Allow a team member to fully articulate an approach before providing feedback. This is where listening comes in again. Resist the urge to jump in and take the lead when your team is working through a problem. If they are not struggling for direction, but actually working through it, let that process mature and get to completion without interfering. Sometimes, knowing when not to speak is one of the most effective forms of communication.

Doing Business Globally:  A Brief Guide to Cultural Awareness

When traveling for business or hosting International customers or coworkers, there are a myriad of things to know regarding International business etiquette. Of course, these rules vary greatly depending on what part of the world you’re visiting or where your business partners are from. Some of the things that you will need to research involve how you behave and gesture, how you talk (tone and volume), handshaking and introductions, personal space and relationship to your counterpart, how you dress and your overall appearance, where you should sit in meetings, and when (times of day) you conduct business—just to name a few. The best way to ensure a successful business trip is to be prepared. Learn everything you can about the culture you will be visiting. Pay particular attention to business and typical customs of the region, hours of operation, and so on.

For an extensive list of tips from passport information to airport security to immunizations to public safety and regional / custom information, consult with the US State Department’s Consular Affairs Publications, available online: http://travel.state.gov/travel/tips/brochures/brochures_1231.html

The US State Department issues Consular Information Sheets for every country of the world with information on such matters as the health conditions, crime, unusual currency or entry requirements, any areas of instability, and the location of the nearest U.S. embassy or consulate in the subject country. I strongly recommend that you access the Consular Information Sheet for any country that you will be visiting. In order to be successful in business overseas, it is important to exhibit that you have researched your customer and have taken the time to understand their culture. Common mistakes of ignorance could cost you that “big deal” that you’ve spent the past 12 months working to close—and you may not even know why.

Did you know:

1. Aggressiveness—often valued and exemplified in America—is viewed as disrespectful in India

2. Many Indians are vegetarian—keep this in mind when hosting customers from India for a business dinner

3. The consumption of alcohol in Germany is prevalent during business meals, whereas in Muslim countries it is not

4. In China, when a business partner extends his or business card, do not “snatch” it out of the person’s hand nor slide yours across the table. This is considered rude. The exchanging of business cards should always be done with two hands, as a sign of respect

5. Sharing of personal and family information is encouraged in China, even in a business setting

6. In Japan, a person’s rung on the Japanese corporate ladder is highly linked to that person’s age, so when in a business meeting seating position is important and everybody will be facing a similarly aged counterpart

7. It is part of the South Korean meeting ritual to begin by offering guests a beverage. Accept a drink when it’s offered to you, even if you only choose to sip rather than drink it.

8. Indonesian people are naturally soft-spoken, so be aware of your tone of voice and avoid being loud or harsh-sounding.

9. A person will be judged in France on their educational level, family reputation and wealth. They respect privacy, value politeness and they are generally reserved in their social interactions. They are very patriotic.

10. In Germany in business meetings, it is considered common courtesy to allow older people to enter conference rooms or other meeting settings first. The list goes on and on. The point is—educate yourself in order to be positioned for success. Here is another resource- International Business Etiquette

The list goes on and on.  The point is—educate yourself in order to be positioned for success.  Here is another resource- International Business Etiquette

How to Tweak a Resume

I was appearing this last Saturday on a radio show talking to Terrie Q. Sayre on her Radio Show, Saturdays at 9:00 AM Pacific Time in the Albuquerque & Santa Fe metropolitan area on 770 AM KKOB. It was a great time for me, and during that interview, she asked me a question about how to “tweak a resume” to help to have a better chance to get a job. I agreed that I would write a blog about this subject as we were out of time to discuss.

After that show, I talked to Robyn Lighthammer who is Vice President for Human Resources at my company O2 Media. I asked her for some thoughts on the subject and she not only responded to the resume question, but gave some really great tips for job seekers, so I thought I would simply give you her thoughts. Trust me, she does a great deal of hiring for us, and she knows what she looks for. These tips are “insider” information and I recommend that any of you reading pay serious attention to these ideas:

§ ALWAYS include a professionally written cover letter and better yet… craft the cover letter around the actual position you are applying for and even best…write the cover letter around the company for which you are applying. SELL yourself here! Cover letters ARE read and they DO say a lot about who you are!

§ Double, triple and quadruple check for typos in everything you submit – from an email- cover letter to resume and more!

§ Research, research and research the company you are applying to! Know what they do inside and out- so that if the HR Director calls you to interview you over the phone, you will know all about the company- the job and more and will come across as a participant in the recruiting process…not just another number

§ If you have gaps in your employment, address those in the cover letter

§ The same goes for short term employment dates… If your short term assignment was due to a company layoff or downsizing, state that in the cover letter or in the resume to show reason for your swift departure

§ Always answer all the questions posed in the employment advertisement ie Salary expectations etc. This will prove to the recruiter that you pay attention to details and that you are taking this application process seriously

§ Have friends, family or even a business associates review your resume and look for critiques

§ Remember the 15 second rule- Typically most recruiters will give your resume about a 15-30 second review. Sell yourself in that time or less and if need be, tailor the resume with words or duties/tasks that you have specifically performed in your past employment

§ When you receive a phone call from a recruiter/HR dept etc, call them back IMMEDIATLEY. Have a pep in your voice and demonstrate great enthusiasm. Limit background distractions such as crying children, barking dogs, poor cellular connections, doorbells and more. Give them your undivided attention and be prepared

§ Even if a phone interview or in person interview turns into a position that you would NOT be interested in… Keep very Positive and upbeat throughout as even if this job turns out that it is not one which you so desire…the HR person/ recruiter or more many have another friend in the in business, may know of someone or something else that they may want to present your resume for. Keep that in mind always- Sell yourself always…You NEVER know where it will lead you.

§ Search on every source known on the internet for recruiting- Write old friends, business associates and ask for referrals- Network, network, network- Join LinkedIn- Post your resume on the services such as Monster, Hot Jobs and more. People will call you as there are thousands of recruiters out there searching resume databases all the time for talent!

§ Be professional, take yourself seriously-and have confidence in yourself!!

Lead with Love – Social Media will Lead us to the top!

Exciting News! With the release of my 4th book, Lead with Love, coming on April 6th, I am pushing all the limits and test the Social Media world on a whole other level. Together with an Internet Evangelist and a Brand Manager, I am doing a mass release of my book through multiple social media networks. I am posting the book, line by line on Twitter– and chapter by chapter on my blog. I am releasing the book on YouTube through videos of me reading the book– and using media deployment sites. I am also sending out personalized video messages to book reviewers and TV stations.

Why the extreme media push? Simple. I want the book to reach best seller status! Best seller status will get more attention for the book and better placement in the stores, which will help spread the message of the book. Lead with Love, is inviting managers and associates to bring love to the work place– the kind of love that moves businesses and maximizes performance! This method has been working for me throughout my career as a Corporate Executive and CEO, and it can work for leaders in any business or industry!

I believe social media is the new PR. For most of human existence, or at least since we adopted language–we have had conversations with people we know. Our circles of connections have tended to be limited to those we encounter on a personal and physical basis, and often have resulted with networking in professional and social circles. In the old paradigm world of advertising and Public Relations, our circle of contacts was expanded by spending money and energy to send our message out to the rest of the world. PR firms used a broad range of ways to connect with others and to have them learn about us. The messaging was generally controlled by us, and we connected through those communications telling the story about ourselves.

In many ways, the ability to have conversations and in particular to be listening to our connections is dramatically changed by the internet. Web sites were originally designed to act as a substitute for traditional collateral material. These brochure-type sites became the first phase in which the messaging was available to the world at large. Search engines created a way for people looking for information could find the sites. These sites provided a one way conversation. We spoke, the visitor listened.

Today, Social Media is changing the way in which we have those conversations. These conversations become true, two way communications. Blogs were the early efforts, and remain essentially at the core of this process. I write, you respond. Eventually we actually can have a serious dialogue as not only you, but others chime in. Blogs then started to evolve as small groups of people started to connect. Then the next evolution became the true social media sites. My Space, Facebook, LinkedIn, Twitter, etc., have all opened up a whole new world of conversation. In many ways, these groups of connected people now have the ability to control the message, rather than the person or organization using traditional PR techniques to send the message.

This emerging pattern is both good and dangerous at the same time. It is good because millions of people can now be part of your conversation, and a message can go viral in an instant, and the buzz about you and your message can explode awareness. On the other hand, that message can be either positive or negative, and you may have no control of it. You can go from a strong positive image, to a devastating one, overnight.

This all means that given the social media world as it now exists, it is essential that organizations and brands constantly monitor the chatter to be certain that they are aware of what is being said. It may not be possible to completely stop erroneous and damaging information from appearing on the social media networks, but it will be essential that when negative or damaging comments appear, that the organization have a positive and constructive response that can set the record straight.

All that said; in the long run, the free and open exchange of ideas continues the explosion of information available on the internet. There is no running away from the fact that we have more information available about us than ever before. That is why I am making such a push to make it possible for the world to know about the message in my new book, Lead with Love. I have great passion about that message and I want to have a true conversation with the world about it.

Help “Lead with Love” become an Amazon Bestseller and you will have 2 chances to win an iPad -OR- A spot on a National Television show. Go to www.leadwithlove.com

Areas of Improvement for Every Manager

As a corporate leader, one must always strive to improve and change with the changing business environment. At a certain level, “training” has become a culmination of all previous management experiences and not something that was read in a book or gleaned from a web conference. Perhaps the most important lessons come from management mistakes. The more failures made, the more opportunities there are to learn from them and succeed in the future. Of course, no one wants to fail.

Even the best corporate leaders have areas to improve upon. While these are largely based on the individual, there are a few global areas of improvement for all managers, regardless of team size or company size.

My top picks for management improvement:

1. Communication & Listening
This is not earth shattering, but essential. Regardless how seasoned a corporate leader becomes, there is always room for improvement—particularly in the listening department. Think back to Communications 101 in college. Taking this course as a college freshman probably had little impact on you. It was a requirement and if you were like most 18-year olds, you dreaded speaking in front of the class. Fast-forward to where you are today. If you could retake the class you’d realize just how crucial and relevant that course is to your management career.

2. Cultural Awareness
Sensitivity to diversity issues and becoming more culturally aware will get you much further today. As the globe shrinks due to e-commerce, and if you work for a global company or travel (even domestically) this is a key area for development. It is important to recognize that cultural awareness is necessary even within our own borders, as regions of the US often have their own “cultures” and ways of doing business. Of course, this is a broad area covering gender issues, religion, geographical nuances, race issues, as well as foreign cultures. When traveling or even meeting a customer for the first time, do your homework. Your cultural sensitivity—or lack thereof—can make or break a deal. I cannot overemphasize the importance of this skill as we evolve. I mean “we” in the human / society sense and not the management sense. This will help you in business dealings, recruiting new talent, developing your teams, setting an example as a leader, and raise your level of awareness and understanding. In short, it is a path to success in business and in the community.

3. Removing Bias
This is one area that is an offshoot of cultural awareness, although may be broader in scope. It is also one that is inherently difficult to successfully achieve, because we all have biases ingrained in us at some level. This is also one area that has legal repercussions if not fostered earnestly. In particular, it is important to groom new managers both by example and by providing training on hiring practices, legal interview questions, and what defines a hostile work environment. I would also include newly hired managers (even those with long track records) under this umbrella. Do not assume because the newly hired director of accounting has 10-years management experience with a former consulting firm that he or she has had proper or current equal opportunity and non-discrimination or diversity training. Regardless, your organization bears the burden of liability if that individual asks an illegal question in an interview.

4. Compliance
Compliance and governance is another hot area that is fortified by the risk involved due to complacency. Everyone is talking about Sarbanes-Oxley. Few really understand it or its implications, which are far-reaching. There are now companies whose sole purpose in life is leading audits and guiding corporations through “SOX” compliance. Accounting practices can be complex and with corporate security awareness and financial reporting at an all-time high, you definitely want your executive team and managers to understand the reasons behind compliance, as well as the impacts. This is an area that will only grow over time.

5. Time Management
This is nothing new. Managers for decades have been plagued with time management (and stress management) issues. Not much has changed. Some leaders are expert in this area and others struggle with it. My point is that everyone can benefit from additional help in this area.

6. Stress Management
Another oldie but goodie—stress management—is not going away any time soon. Today’s executives are under a tremendous amount of pressure and largely overworked. Especially with the mobile workforce and communication devices, there is no escape from the daily grind and work schedule. The office follows you everywhere. According to the United Nations’ International Labor Organization (ILO), workers in the United States are putting in more hours than anyone else in the industrialized world. Of course, this creates physical and emotional stress on the body. The National Institute for Occupational Safety and Health (NIOSH) is the Federal agency responsible for conducting research and making recommendations for the prevention of work-related illness and injury.

To read more, please see the NIOSH booklet titled Stress at Work:
http://www.cdc.gov/niosh/stresswk.html