Navigator #159 | Employee Engagement Provides a Competitive Advantage

The Navigator is published by Greg Smith,
Lead Navigator
Chart Your Course International Inc.

View this newsletter on our website:
http://www.chartcourse.com/Enav-159.html

See the bottom of this newsletter to subscribe or to
unsubscribe.
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UPCOMING EVENTS & OPPORTUNITIES

How to Use Assessments to Hire and Develop
Top People Each and Every Time Teleconference

Behavioral interviewing and resumes are becoming
less reliable. Finding people who are honest and a
strong work ethic provide challenges for employers.
As a result, more organizations are relying on some
form of assessment tool. Assessments help you hire
the right person and match them with the right job
allowing you to retain them as long as possible.
These tools can unlock the mystery of human
behavior, predict job success, identify development
opportunities, measure honesty, improve communication,
and build cohesive teamwork. During the
Teleconference, we will outline the types of assessments
available and the solutions they can provide.

November 19, 2009
3:00-4:00 EST
There is no charge for this Teleconference

Read more
http://www.chartcourse.com/teleconference-assessments.html

You can also register by sending an email
to: greg2-473571@autocontactor.com

What You Need to Do Today To
Position Your Business for the Next
Decade Teleconference

No matter what industry you are in, success depends
on engaging the creative abilities and accelerating the
performance of your entire workforce from the bottom
to the top. You will learn how to design employee
involvement and engagement programs that harness
the creative skills and talents, boost performance, and
generate bottom-line results. The end product will allow
businesses to quickly enhance their performance and
create a foundation of sustained improvement, growth
and innovation.

December 10, 2009
3:00-4:00 EST
There is no charge for this Teleconference

Read more
http://www.chartcourse.com/teleconference-position_business.html

You can also register by sending an email to:
greg2-476317@autocontactor.com
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QUOTE WORTH REMEMBERING

"Employees are willing to give their all when they
are well treated and appreciated. The ability to
unlock that potential is a competitive distinction...It's
their decisions, their actions, their attitudes that really
make the difference."

--Gamal Aziz, President of MGM Grand Hotel & Casino
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PERSONAL NOTE FROM THE LEAD NAVIGATOR

I am heading out to sea again during the first week of
December. However, this time I am cheating and taking
the easy way. I am taking a cruise. It is not just a vacation,
but I am using the time to finish my latest book, Fired Up!
How to Lead and Grow Your Business to Achieve
Exceptional Results. I am counting on all my
Navigators to hold my feet to the fire to get the book completed.

Employee of the Year

Most airports are boring and impersonal. The
Minneapolis/St. Paul airport is a pleasant exception.
On a recent trip, I was impressed with the customer
friendly surroundings, signage and welcoming storefronts.
I noticed they even had an individual playing a grand piano
and one woman playing a harp. Wow! According to their
signs, the airport is a winner of the Best Airport in North
America. I can see why. One additional element is they
used their LCD screens to place photographs of the winners
of their airport customer service awards and Employee of the
Year Program. That's a great way to recognize outstanding
employees. Visit my website to see the photo.

http://www.chartcourse.com/Enav-159.html

New E-Book

401 Proven Ways to Retain Your Best Employees is now
available as an electronic download.
http://www.chartcourse.com/401-provenways.html

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GREG SMITH'S MENTORING PROGRAM

We are looking for individuals who want to expand, partner
with us, or start their own business. We provide a structured,
turnkey process for those just starting out, as well as
mentoring programs for those wanting to expand their
businesses. We also can provide you the ability to
distribute our products and services internationally at a
substantial savings. This is limited to only serious minded
individuals with the highest integrity and to those who
want to substantially improve their standard of living.

Read more
http://www.chartcourse.com/businessopps.html
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Essential Communication Leads to
Employee Engagement

A new study from the Institute for Corporate Productivity
(i4cp) on the subject of corporate productivity and engagement
indicates higher-performing companies are more likely to
involve employees in the process of cost-cutting measures.
In these uncertain economic times, it is more important than
ever to keep employees involved in critical company issues.
Communication plus talent management programs supports
forward focus and engagement for the future.

The same study showed 91 percent of higher-performing
companies point to communication at the top as a way to
reduce turnover.

One way to define employee engagement is to consider
an employee's connection to the work, the organization,
the leaders and their customers. Engaged employees
stay with their employers, have higher levels of job
satisfaction and make significant contributions.
Employee engagement is not a "nice-to-have," but an
essential requirement to achieve organizational results.

A Glimpse at the Disengaged

Roger is a midlevel manager at a software sales organization.
He heads up a team of salespeople and spends his day
communicating with his staff by e-mail, even though they
are only a few steps outside his door. Roger's main
focus is sales, which are down. In addition, the
company is suffering financially. Roger was told to
expect budget cuts and staff reductions. He is
worried about his own job and is wholly focused
on crunching the numbers and figuring out whom
he might let go to make his numbers look better.

Roger's team spends the day wondering why he isn't
telling them what is going on. They've talked among
themselves and have some ideas about customer focus
groups to help re-energize their sales territories. Two
people have scheduled time with Roger this week to
share their ideas, but, for the second week in a row,
Roger has cancelled because he doesn't have
enough time. The team is deflated. They are
worried too, but at this point, they are not sure
talking to Roger will do any good.

What Could Have Been

If Roger had only come out of his office to talk to his
team, he might have prevented the members from
becoming disengaged. The fact is -- employees are
better able to deal with company downturns if they
know what is going on.

Poor managers fail to communicate. They fail to involve
employees in solutions. Moreover, they aren't
communicating well, nor are they paying attention to
employees' needs, concerns or ideas.

Good managers share a clear strategy and vision.
They engage their team in discovering solutions, so
employees feel as though they have a stake in making
things better. Good managers have a relationship with
their bosses, and they want to go the extra mile. They
care about their bosses and the organization, and they
are armed with the belief they can make a difference.

Numerous studies indicate engaged employees work
harder to achieve within the organization, and they
speak positively about their companies. In the process,
they also please customers and are more productive.

One of the Most Important Steps You Can Take

If you are considering where and how to focus your
training programs, you should know choosing to develop
managers and supervisors in the area of communication
is one of the most crucial steps you can take.

The foundation of effective communication rests with
managers and supervisors who are open and support
an environment that encourages the free exchange of
transparent, honest communication. Such managers
are able to reflect, probe, support and advise their
employees. In return, your employees will respond
and become more engaged, happy and productive.
Get your managers involved in the essential skills.

Used by Permission

Melodae Morris
Leadership Matters

Melodae Morris is the founder of Morris Communications.
She is a college instructor of human resources and
Director of Human Resources for Visinet, Inc., in Omaha,
Nebraska.
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DISC CERTIFICATION TRAINING

Become a trained DISC expert. DISC is a model of
human behavior that helps people understand "why
they do what they do." The dimensions of Dominance,
Influence, Steadiness, and Compliance make up the
behavior model. We deliver our DISC training programs
in two formats:

Basic DISC Certification:

Four one-hour web/phone sessions with Greg Smith
$695 per participant

Read more
http://www.chartcourse.com/disc_certification_training.html

Two-day Master Certified Professional Behavioral
Strategist (CPBS) program:

The two-day program will be conducted in
Atlanta on the following dates:

December 15-16, 2009
January 19-20, 2010

$1950 per participant
Hurry! Space is limited to 8 attendees per session

Read more
http://www.chartcourse.com/disctraining.html
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FORWARD TO YOUR FRIENDS

If you find our information interesting, please
send it to your friends. The Navigator newsletter is
received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Upcoming Educational Opportunities | Chart Your Course Intl

As a subscriber to the Navigator Newsletter, we are forwarding a list of educational programs and opportunities you may find of interest.

UPCOMING EDUCATIONAL OPPORTUNITIES

Chart Your Course International is your one-stop resource for organizational and development needs.

START AND EXPAND YOUR CONSULTING AND TRAINING PRACTICE

We are looking for individuals who want to expand, partner with us, or start their own business. We provide a structured, turnkey process for those just starting out, as well as mentoring programs for those wanting to expand their businesses. We also can provide you the ability to distribute our products and services internationally at a substantial savings. This is limited to only serious minded individuals with the highest integrity. All you need is a desire to help businesses and individuals improve. In turn, you will substantially improve your standard of living.

Read more
http://www.chartcourse.com/businessopps.html

FREE WEEKLY LEADERSHIP TIPS

The personal actions of the leader are the most important factor in driving profits, building effective teams and gaining the respect of your peers. This free leadership course will provide you with tips, ideas, articles and strategies to drive performance and boost your leadership ability. Each week Greg will provide you a comprehensive range of very practical and highly effective leadership tools and approaches you can immediately apply to the job. These tips are *free* of charge and you can unsubscribe at any time. We encourage you to subscribe as many people in your organization as you like.

Subscribe online at
http://www.chartcourse.com/freebusinesstips.html

DISC CERTIFICATION TRAINING

Become a trained DISC expert. DISC is a model of human behavior that helps people understand "why they do what they do." The dimensions of Dominance, Influence, Steadiness, and Compliance make up the behavior model. We deliver our DISC training programs in two formats:

Basic DISC Certification:

Four one-hour web/phone sessions with Greg Smith
$695 per participant

Read more
http://www.chartcourse.com/disc_certification_training.html

Two-day Master Certified Professional Behavioral Strategist (CPBS) program:

The two-day program will be conducted in Atlanta on the following dates:

November 17-18, 2009
December 15-16, 2009
January 19-20, 2010

$1950 per participant
Hurry! Space is limited to 8 attendees per session

Read more
http://www.chartcourse.com/disctraining.html

TELECONFERENCES

How to Use Assessments to Hire and Develop Top People Each and Every Time

Behavioral interviewing and resumes are becoming less reliable. Finding people who are honest and a strong work ethic provide challenges for employers. As a result, more organizations are relying on some form of assessment tool. Assessments help you hire the right person and match them with the right job allowing you to retain them as long as possible. These tools can unlock the mystery of human behavior, predict job success, identify development opportunities, measure honesty, improve communication, and build cohesive teamwork. During the Teleconference we will outline the types of assessments available and the solutions they can provide.

November 19
3:00-4:00 EST

There is no charge for this Teleconference.

Read more
http://www.chartcourse.com/teleconference-assessments.html

You can also register by sending an email to: greg2-473571@autocontactor.com

FUTURE TELECONFERENCES

Make sure you put these teleconference dates on your calendar.

>What You Need to Do Today To Position Your Business For The Next Decade--December 10, 2009
>Creating Great Places to Work: New Strategies to Retain Top Talent--January 21
>Fast, Focused and Friendly: How to Create a Customer Service Culture--Feb 18
>The Transformational Leader: How to Lead and Grow Your Business to Achieve Exceptional Results--March 18
>What Good Leaders Do--April 8
>Tips N' Techniques: Reward and Recognition Strategies to Boost Performance--May 20
>Understanding the 360 Degree Feedback Appraisal System--June 17
>How to Design a Change Management Strategy to Accelerate Performance and Increase Productivity--July 15
>Marketing Your Business for Superior Results and Higher Profits--August 19

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Navigator #158 | A Tent In My Living Room?

Greg Smith publishes the Navigator Newsletter
Chart Your Course International Inc.

View this newsletter on our website:
http://www.chartcourse.com/Enav-158html

See the bottom of this newsletter to subscribe or to
unsubscribe.
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PERSONAL NOTE FROM THE LEAD NAVIGATOR

A Tent in My Living Room?

My wife and I were once upon a time avid campers
and hikers. I spent many years with my son in Scouts
and more nights in a sleeping bag than I care to remember.
My oldest daughter loves the outdoors and still likes
to camp. Hannah, my middle child, only likes camping
if there is a heated bathroom and a place to plug in
her hair dryer—oh well. As a family, we were experts
at making s'mores and cooking hotdogs on an open
fire—ah, good ole days. I even remember one wedding
anniversary when Cathy and I hiked the Appalachian
Trail. We about froze to death, but we had a great time.
Like all families, the kids got older, we got too busy, and
the camping bug faded away. The gear got dusty and
out it went at some yard sale years ago. Now the kids
are gone but the bug is back.

This month we are heading to the mountains to revive
a wonderful pastime. We bought a new tent and set it
up in our living room just to see if we remembered
how. Call me crazy--I guess when you are a consultant
you want to work out the bugs and make sure
everything is working operating correctly before you
apply it to a real situation.

Greg
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UPCOMING EVENTS & SPECIALS

ON SALE! The Supervisors Passport to Success

The Supervisor's Passport to Success has been
designed for busy individuals who need quick and
practical solutions to managing people.

http://www.chartcourse.com/supervisorspassport.htm

Human Resource and Talent Management Toolkit CD

This CD is jam packed with valuable reports, tools,
surveys, assessments and articles to assist in your
human resource and talent management responsibilities.

http://www.chartcourse.com/talentmanagementcd.html

Start and Expand Your Consulting and Training Practice

We are looking for a few individuals who want to expand
or start their own business. There is a contractual
arrangement with a fee associated with this opportunity
allowing you to represent, incorporate and distribute our
products and services internationally at a substantial
savings. This is limited to only serious minded individuals
with the highest integrity. Our staff will provide the training
and certification. Applications are now being accepted for 2010.

http://www.chartcourse.com/businessopps.html
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THE BEATINGS WON'T STOP UNTIL THE
MORALE IMPROVES

Have you ever experienced this situation?

The president of the company was frustrated as he
watched the sales slide lower during the past four
quarters. The leadership team had a brainstorming
session and decided they needed to "motivate" everyone.
They spent several thousand dollars and hired a
motivational speaker to get their workforce fired up.
She gave a great speech and told everyone to think
positively, dream big and to make a list of the top ten
goals they needed to do to improve their sales. They
spent another thousand dollars purchasing motivational
posters and hung them on the walls around the office.
Sales improved for about a month, and then in predictable
fashion, sales started dropping again. They fired the
old sales manager and brought in a new one from the
outside to rev up the sales process. As a result, the top
sales person who had been there the longest quit. Now
what? What was wrong? What would you do?

The first thing I did was to meet with the sales team.
I then
spent a day traveling with one the sales people and experienced
first hand what their life was like. I called a few customers
and let them tell me about their experiences. I then
interviewed the former sales manager. The picture
was becoming clear.

The problem was not the people, but the processes.
Yes, it is important you hire the right people, but most
of the time the real culprit is not the people, but inefficient
processes and systems that hamper growth and
efficiency. People want to do a good job. It is up to
management to help them, not blame them. My experience
shows me 30% of what most people do at work is
non-value added—wasteful rules, policies and sign off.
Departments don't talk to each other and their bureaucratic
and diseased processes hamper and frustrate motivated
people. When this goes on too long, it demotivates and as
a result sales will drop, communication becomes
dysfunctional, people become frustrated and teamwork
goes out the door.

You can hire all the motivational speakers you want and
hang all the inspirational posters you can buy, but if you
don't fix the processes, eliminate the bureaucracy
and deliver great service you are dead in the water.
Optimize your organization first—then bring in the
marching bands and motivational speakers. You will
have something to celebrate—I guarantee it!

Our consulting process is simple and effective:

1) Diagnose the symptoms
2) Identify the problem(s)
3) Implement a treatment strategy
4) Change the culture
5) Follow up and focus on continuous improvement

If you want to discuss your particular issue or to talk to one of our solution providers please contact us.
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TESTIMONIAL

I have been President of Premier Platforms for 15 years.
I asked Greg to work with my company to help us hire
better people, build a more effective leadership team,
improve communications and create unity between my
departments. The results were amazing and immediate.
I have hired many consultants and trainers in my lifetime
and their results were minimal. Greg has a unique approach
that is down-to-earth and highly effective. Within a short
period of time he helped me improve my individual
leadership skills as well as put processes in place that
help my departments work effectively together. He
revamped my hiring process and now we can identify
and hire top people. As a result, my business is now
seeing increased sales and a smoother, more effective
organization. I am awestruck by the results. My only
regret is that I should have asked for his assistance
much sooner than I did.

David Cooper
President, Premier Platforms

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Facts and Trends

28%
Percentage of firms that have bolstered employee-training
initiatives despite the recession. About one-fourth of
companies have cut back on professional-development
programs in the past year. The survey is based on
telephone interviews with 150 senior executives from
the nation's 1,000 largest companies.

Source: Accountemps

2.8
Number of hours a day the average employee worries
about personal job concerns such as layoffs.

Source: Lynn Taylor Consulting

54%
Percent of HR executives who consider employee
engagement the biggest challenge companies face
after job-cut announcements. The next biggest challenge,
selected by 23 percent, is easing anxiety over the
possibility of additional layoffs. Only 15 percent of
HR executives said they consider the primary
challenge to be ensuring that the quality and quantity
of output remains consistent, despite having fewer employees.

Source: Challenger, Gray & Christmas Inc.

65%
Percent of senior executives "highly" or "very highly"
concerned that high-potential talent and leadership will
leave once the economy turns (52 percent of 319
executives surveyed predict an increase in voluntary
turnover at their companies once the recession ends,
four times the number expecting a decrease).

Source: Deloitte, Forbes Insights

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To learn more about the outstanding customer service
programs available, please click on the link below.

http://www.chartcourse.com/captainscustomerservice.html
########################################

FORWARD TO YOUR FRIENDS

If you find our information interesting, please
send it to your friends. The Navigator newsletter is
received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Navigator #157 | Case Study – A Great Place to Work

The Navigator is published by Greg Smith,
Lead Navigator
Chart Your Course International Inc.

View this newsletter on our website:
http://www.chartcourse.com/Enav-157.html

See the bottom of this newsletter to subscribe or to
unsubscribe.
########################################

QUOTE WORTH REMEMBERING

"The weak can never forgive. Forgiveness is the attribute of the strong."
--Mahatma K. Gandhi
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PERSONAL NOTE FROM THE LEAD NAVIGATOR

She looked at me like she knew me. I was attending a conference in Minneapolis this past weekend. The host introduced me to another attendee named Ope Wemi-Jones. Ope traveled from Lagos, Nigeria to attend the conference. She looked at me kind of strange. It was one of those looks you get either because you have a huge blob of mustard on your shirt or because someone thinks they may know you. She asked me if I had ever been to Nigeria. I said "no." We parted ways until the next morning when the conference started. At the end of my talk I mentioned the Navigator Newsletter and that is when it hit her. She had been receiving my Newsletter for a while. We were no longer mere acquaintances, but now friends. I may be going to Nigeria in the future. I will let you know what develops. I have placed a picture of Ope and me in the Newsletter. Ope is Head, Customer Service Experience for Skye Bank.

http://www.chartcourse.com/Enav-157.html

WHAT DO WE DO?

We recently updated our website and provide a clearer outline of the services we provide to our clients internationally.

http://www.chartcourse.com/whatwedo.html
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THE NEW AND IMPROVED BRIGHT IDEAS
EMPLOYEE SUGGESTION CAMPAIGN

We have revamped and upgraded our Bright Ideas Campaign. Capture hundreds of cost-savings and performance improvement ideas from your workforce in three weeks or less!

Use our campaign as a stand-a-lone, high-energy suggestion campaign or to revitalize your current suggestion program.

Do you have an employee suggestion program? All businesses should be looking for ways to cut costs, improve motivation and drive performance.

This unique campaign captures ideas, drives involvement and identifies cost savings opportunities from the bottom of the organization to the top. The ideas and suggestions you will obtain will improve your bottom line as well as create a high level of motivation and enthusiasm. The Bright Ideas Campaign has been used by hundreds of organizations with proven results.

http://www.chartcourse.com/bright-ideas-employee-suggestion-program.html
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CASE STUDY – SETON HEALTH – A GREAT PLACE TO WORK

Here is an impressive Case Study submitted by Kathleen Occhiogrosso, one of our Navigators.

Aside from the basics of ensuring we offer highly competitive wages and benefits, we have focused on enhanced communication and professional growth and development. We also try to have fun in our workplace. It's a cumulative combination of initiatives that I think keep our associates happy.

Communication

We conduct leadership rounds on all units and departments in the organization. Senior Leaders pair up and visit departments on a rotating basis.

We ask our employees questions such as:

--What is working well?
--What is not working?
--What are your daily frustrations?
--Who or what other department would you like to recognize that has been especially helpful to you?
--Are their any safety issues we should know about?

We take notes and our Senior Leaders ensure all issues get logged and are followed up. We can't always do everything requested due to capital restraints, but if we can't do something we take the time to explain why. We also encourage and respond to all employee suggestions received through our suggestion program. Suggestions and responses and are put out on our internal email system and in our company employee newsletter.

We created an "Operations Council" which is a select group of our Directors and Managers who meet every other month to assist Senior Leaders with workplace issues. We hold our full manager group meetings on the opposite month so all managers stay informed and have a formal communication venue.

We hold quarterly Employee Roundtable discussions. About 10-15 employees from a cross-section of departments are invited on a rotating basis to an intimate meeting with our COO and me to discuss any thing that is on their minds.

We formally meet with our newly hired employees when they reach six months of employment to just check in with them and to make sure things are going well. Their own managers, though in contact on a daily basis, formally meet with them at 30 and 90 days from their start date.

Fun in the Workplace

We try to have fun in the workplace. When we had to cancel our annual employee theme party for financial reasons (which was going to be a Sock-Hop this year), we decided to hold a "Sock Hop Day" in lieu of the party. We had a costume contest for the best 50's outfit, held a hula-hoop contest during the lunch period, and our workplace cafeteria created a special menu including sliders, fries and milkshakes with 50's music playing in the back ground. Members of senior management handed out free milkshakes to employees and visitors. It was a low cost way to thank employees for understanding the need to cancel the more expensive annual party and to convey that despite our need to control expenses we are committed to having fun in the workplace.

Professional Growth and Development

We provide generous tuition reimbursement for all job-related degrees up to the doctorate level. We cover expenses for job-related certifications. We have a generous student loan forgiveness program for hard-to-fill positions such as nursing, medical imaging, physical therapy, etc.

We implemented a School-At-Work Program to allow our entry-level associates to train and build a career path in health care. They are given paid time off from their regular job to get on-site training and education in medical terminology, math and working with computers. We have had two groups of six students go through the program. All have successfully graduated and some have already been placed in higher level positions within our system.

We have financially supported managers to enroll in local leadership programs offered in the community and provide growth opportunities within our system for them to gain new skills in areas outside their normal responsibilities.

The above strategies are just a few examples of what we do on a regular basis to retain our employees and managers. Our 2008 Engagement Survey scores ranked among the top five nationally within our Catholic Ascension Health National Healthcare System and above other outside healthcare benchmarks. We were also designated as one the "Best Places to Work" by the local Capital District Business Review. As a result, our employee turnover has decreased and we have an 18% re-hire rate. (18% of our new hires are employees who left and decided to come back.) We focus on retention at all times, both in periods of financial downturn as well as during prosperous times.

Provided by:

Kathleen Occhiogrosso
Vice President of Human Resources/CHRO
Seton Health
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CREATING A GREAT CUSTOMER EXPERIENCE

To learn more about the outstanding customer service programs available, please click on the link below.

http://www.chartcourse.com/captainscustomerservice.html
########################################

FORWARD TO YOUR FRIENDS

If you find our information interesting, please
send it to your friends. The Navigator newsletter is
received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm
+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Navigator #156 | Is Your Staff Heading for the Exit Doors?

The Navigator is published by Greg Smith,
Lead Navigator
Chart Your Course International Inc.

View this newsletter on our website:
http://www.chartcourse.com/Enav-156.html

See the bottom of this newsletter to subscribe or to
unsubscribe.
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QUOTE TO REMEMBER

"Character cannot be developed in ease and quiet. Only
through experience of trial and suffering can the soul be
strengthened, vision cleared, ambition inspired, and
success achieved."

–Helen Keller
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IN THE NEWS

Greg was recently featured in the Investor's Business
Daily in an article called, "Take The Right Steps To
Stop Staffer Exits" by Gary Stern

Here is a quote from the article:

"If you're an HR director or CEO, keep an eye on the
exit doors because a rush of employees may be headed
in that direction.

Frustrated by downsizing and vexed by no pay raises or
bonuses, many employees may be looking to start a
business, change jobs or find greener pastures when a
real recovery takes hold."

We will purchase reprint rights and make the
article available on our website soon.
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PERSONAL NOTE FROM THE LEAD NAVIGATOR

Blue Willow Inn is one hour west of Atlanta in Social
Circle, Georgia. A few years ago, some friends of mine
decided to stop at this antebellum restaurant they had
heard so much about. Food was already on their
table when they overheard Vivian, their server; tell
guests at another table she was sorry but they didn't
accept credit cards.

My friends panicked when they realized they did not
have enough cash to pay for their meal. They asked
Vivian to come over to their table and repeat what she
had just said. She confirmed the fact; no, they didn't
accept credit cards; but Vivian quickly countered with
this statement. "Don't let that ruin your meal. You see
I have my own money and I will pay for your meal." She
then opened her purse and she showed them her cash.
My friends were in shock and couldn't believe what
they just heard. The server was going to pay for
their meal! They will never forget Vivian or the Blue
Willow Inn.

Who is working on your front line? The key to an
outstanding business is the people on the front line.
Great service creates profits and word of mouth
advertising. Guess what? I am taking 12 people
back to the Blue Willow Inn this Labor Day Weekend
for my wife's birthday.

Best regards,

Greg
President and Lead Navigator
Chart Your Course International Inc
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UPCOMING EVENTS

Employee Involvement Association Annual Meeting
October 1-2, Indianapolis, IN
http://www.eianet.org/

Greg will be speaking at two sessions at the EIA Annual
meeting in Indianapolis, IN at the Crowne Plaza Grand
Hall and Conference Center, October 1-2. For more
information please visit: http://www.eianet.org/

EIA is an internationally recognized organization
serving professional managers and administrators
of employee involvement and suggestion programs
for over 65 years by providing quality educational
programs, publications, benchmarking and networking
opportunities. Our members are leaders who are
dedicated to building organizations that engage their
employees, encouraging them to contribute to their
organizations at many levels and in many ways.

#############################################
PAY MATTERS

A Watson Wyatt survey confirms what we have
been saying for a long time.

Yes, people want to be appreciated, they
want to work in a job that gives them fulfillment,
BUT if you don't pay them well and provide them
development opportunities--they will leave.

Watson Wyatt's Laura Sejen says, "Firms that
do not get the pay-benefits mix right risk losing
some of their best talent."

Their 2006/2007 Strategic Rewards Survey,
reported 71 percent of employees rank pay as one
of the top three reasons they would quit their
current job. On the other hand, just 45
percent of employers ranked pay among
their top three employee retention tools.

The top three job priorities employees expect and
want from their workplace include: pay, promotion
opportunity and work/life balance.

Sixty-six percent of employers ranked career
development as a top retention tool, but only 23
percent of employees put career development on
their top three list.
#############################################

LEADERSHIP TRAINING COURSES

Last Chance to Order Our Leadership Series Workbooks
and Facilitator Kits at the Regular Price

Sad, but true --There will be a significant price
increase on our popular leadership training
materials effective the end of the week.

Our leadership training kits are used by thousands of
organizations to teach leadership and
management skills worldwide.

Order now before the price goes up.

http://www.chartcourse.com/supervisory_training.html
#############################################

HIRING AND SELECTION SOLUTIONS

We provide a comprehensive portfolio of hiring and
development solutions including 360, team, customer
service, executive talent and management development
reports and assessments.

Visit our webpage
http://www.BehaviorProfile.com
########################################

FORWARD TO YOUR FRIENDS

If you find our information interesting, please
send it to your friends. The Navigator newsletter is
received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Why Good Companies Fail

Navigator #155
The Navigator is published by Greg Smith,
Lead Navigator
Chart Your Course International Inc.

View this newsletter on our website:
http://www.chartcourse.com/Enav-155.html

See the bottom of this newsletter to subscribe or to
unsubscribe.
########################################

Quote to Remember

"We need to learn to set our course by the stars, not
by the lights of every passing ship."
–General Omar Nelson Bradley
#############################################

Upcoming Events

Certified Customer Service Leader Training Program
Sept 14-16, Minneapolis, MN
Contact us for more information

Employee Involvement Association Annual Meeting
October 1-2, Indianapolis, IN
http://www.eianet.org/

#############################################

Why Good Companies Fail -- Tulips, Turnips and
Turn-a-Round Strategies

Have you ever experienced this in your company?
Company X celebrated their 20th anniversary this year.
During those 20 years a lot of things have changed.
Once a shining star in their industry, now the shine
seemed to be fading fast.

The HR Director was the first person to bring up the
problem. It seemed the executives were going in one
direction and everyone else was moving in the
opposite direction. During the past 12 months they
implemented two realignments and laid off 20%
of the workforce. Employees complained they were
working the jobs of two people, and there was a lack
of communication and a growing frustration and distrust
of management. People reported the leadership direction
appeared reactionary and disjointed. The HR
Director tried to explain the problem to the President,
but it became clear the meeting was not going anywhere.

When we entered the picture, I requested a meeting
with the President. After I asked a few questions
things became clear. He had been in his position for
eight months and was brought in to turn things around.
It seemed the harder he pushed the worse things
became. His frustration was palpable. His executive
leadership team was not working together and in fact,
one of his executives was sabotaging the process.
The combined frustration had caused him many
sleepless nights, high blood pressure and was affecting
his home life. If the company did not turn the corner s
oon they would ultimately face bankruptcy and disgrace.

Jim Collins' latest book, "Why the Mighty Fall," describes
the five stages of decline this company was experiencing.

Stage 1: Hubris Born of Success
During this stage the company begins losing sight of
the values and strategies that made it successful.
Their success becomes a weakness and begins to
eat away at their foundation and a feeling of "entitlement"
permeates the organization.

Stage 2: Undisciplined Pursuit of More
The organization has the feeling they can do no wrong.
They feel they are invincible and are blind to their
incompetence. They expand into markets and make
risky and undisciplined decisions to grow, purchase,
expand and enter into areas they know little about or
should be involved in.

Stage 3: Denial of Risk and Peril
As they enter this stage, warning signs and metrics begin
to mount. Teamwork, communication and morale issues
begin to surface. Despite the symptoms, they ignore
reality and continue along the path of destruction.

Stage 4: Grasping for Salvation
At this stage, they are struggling and looking for a
silver bullet solution to save them. Typical actions can
include bringing in a new charismatic CEO, bold and
daring new strategies, and new acquisitions and radical
transformations. The clock is ticking and unless they
get the right help at this stage, they have little chance
of recovering.

Stage 5: Capitulation to Irrelevance and Death

So what do you do if you find yourself in this predicament?
The good news is if you catch the decline in the early
stages, then most companies can remedy the problem
themselves. But when it has gone on for a lengthy
amount of time, when the band-aids, silver bullet programs,
and flavor de-jour have failed to work, then you may
need outside assistance. The longer you wait, the more
difficult the cure. It is similar to a patient who keeps
experiencing a pain that never goes away. When they
finally go the doctor the treatment ends up costing a lot
more money in lost opportunities, time and inconvenience.

I have learned an "outsider" has a special ability to address
and talk openly about business matters an "insider" cannot.
The old proverb, "It is lonely at the top" is true. Executives
can share things with me they will never share with others
in the company. This position of trust is sacred and the
objective and honest feedback is critical.

A couple of weeks later the executive team met offsite
for a day long meeting. The executive team was
comprised of intelligent, dedicated and motivated individuals.
However, each individual had a completely different
personality, values and an opinion on how to lead their
company out of the mess. They were able to lay
everything on the table—no holds barred. At the end
of the offsite they had outlined a unified strategy, goals
and action steps to move forward. Now after several
months, the company has turned the corner and mostly
everyone is pleased in the direction they are going.

If you are leader in your organization and want to discuss
your particular predicament, feel free to give me a call.
There is no charge and no obligation to speak to me.

Best regards,

Greg
CEO and "Captain of the Ship"
#############################################

Greg Smith Becomes President of the Board of Directors,
Mercy Heart Health Clinic

Chart Your Course International is proud to announce
Greg Smith has been selected as the President of the
Board of Directors of Mercy Heart Health Clinic.

Mercy Heart is a volunteer-based 501(c) (3) nonprofit
Christian health center providing care for the uninsured
in Rockdale County, Georgia. Mercy Heart is about
ministry–caring for the medically uninsured in the
community. Here at Mercy Heart, we have the privilege
of doing that by providing medical, pharmacy, and dental
care services.

Mercy Heart relies on volunteers be it doctors, dentists,
pharmacists, nurses, therapists, clerical and other
personnel. We welcome expertise from all walks of life.
They are financially supported through volunteers,
grants and charitable donations of many gracious
individuals, churches and organizations.
#############################################

Join and Attend the Employee Involvement Association

EIA is an internationally recognized organization
serving professional managers and administrators
of employee involvement and suggestion programs
for over 65 years by providing quality educational
programs, publications, benchmarking and networking
opportunities. Our members are leaders who are
dedicated to building organizations that engage their
employees, encouraging them to contribute to their
organizations at many levels and in many ways.

Greg will be speaking at two sessions at the EIA Annual
meeting in Indianapolis, IN at the Crowne Plaza Grand
Hall and Conference Center, October 1-2. For more
information please visit: http://www.eianet.org

#############################################

Last Chance to Order Our Leadership Series Workbooks
and Facilitator Kits at Regular Price

Sad, but true --There will be a significant price
increase on our popular leadership program training
materials effective September 1. If interested, order
now before the price goes up.

http://www.chartcourse.com/supervisory_training.html
#############################################

2009 Job Satisfaction Survey Points to Major
Workplace Issues

Chart Your Course International completed the 2009
Job Satisfaction Survey in July. The survey focused
on how people felt about their jobs and their working
environment during the economic downturn. Respondents
were asked 13 questions relating to job frustration, trust,
motivation, employee retention and communication in the
workplace. Over 200 people responded to the online survey.

View the complete survey:

http://www.chartcourse.com/survey-job_satisfaction.html
########################################

Hire and Promote Top Talent

We provide a comprehensive portfolio of hiring and
development solutions including 360, team, customer
service, executive talent and management development
reports and assessments.

Visit our webpage
http://www.chartcourse.com/Assessment_Center.html
########################################

FORWARD TO YOUR FRIENDS

If you find our information interesting, please
send it to your friends. The Navigator newsletter is
received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Note from Greg Smith | Navigator Newsletter

Hello Fellow Navigators

I have a short deadline on an article on what companies are doing to focus on retaining their employees. Now that many sectors are seeing an economic improvement, many businesses are now placing greater emphasis on keeping their best employees and managers.

What is your company doing?

If you could send me something right a way, it would be appreciated.

Greg

+++++++++++++++++++++++++++++++++
Copyright 2009, CYC International

This publication and the Navigator Newsletter
is provided by Chart Your Course International.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com
http://www.HighRetention.com

Sign-up for Greg's Navigator Newsletter by visiting
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html