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General
What's your NPS score?
We have just completed a great workshop in Spain, just 100km outside Madrid in the Sierra de Guadarrama. The hotel Santa Maria de el Paular is adjacent to the monastery and and lends an air of tranquility to the whole place.
My role was to introduce a team of High Potentials on a talent development program in a (very) large production company to the ideas and thinking behind the Service Profit Chain. And once aging it becomes very clear to me that not just Hotels can befit from this approach. Virtually any business today is operating in a buyers market – there is to much of everything. And in this a situation of abundance there is no way that you will be able to advertise your way to better profits. Your message will drown in the noise. Instead you will need to rely on word of mouth – and that means that you need to generate enthusiastic customers that will spread the word…
As you can see below the setting was ideal and we had plenty of time for reflection and deep dialogue. What a pleasure.
We also managed to have a discussion on how the net promoter score works – you know the the ultimate and simples of all customer surveys where alle you ask your clients is: ” On a scale on one to 10 how likely is it that you would recomed our business to a friend or colleague.
Add up how many you have who scored 9 or 10 those are your promoters. forget those that scored you 7 or 8. Add up those that gave you between 1 and 6 – those are you detractors. Now deduct you detractors from your promotes and you have your net promoter index – simple and powerful.
What is a good score? Well 30 would be fine but the really customer centric companies can score in both the 60es and the 70es.
Try for your self – before it’s to late…
The setting and the hotel proved the ideal type of location for this type of work I hope to get a chance to go back before to long.
GROW Leadership – nu i Frankrig
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It is with great pleasure that we can now anounce the launch of the GROW leadership programme in France. Together with Gaëlle du Penhoat we are now able to offer this personal and leadership development programme in France (in French or English)
Gaëlle who is responsable for the GROW Leadership programme in France is an accomplished trainer, coach and facilitator who runs her own company ASAP operating out of Paris, France. She specialises in customised interventions for individuals and teams – always with a clear focus on performance improvement.
We have known Gaëlle for more than 15 years now and I am truly excited about this possibilty of collaborating with her on our GROW Leadership programme.
Apart from the fact that Gaëlle is a highly profesional coach and facilitator she is also a wonderfull person with a very quick mind and fabulous sense of humor.[/lang_en]
[lang_da]Det er med stor fornøjelse at vi nu kan tilbyde kurser i ledelse og personlig udvikling i samarbejde med Gaëlle du Penhoat i Frankring (på fransk eller engelsk).
Gaëlle, som er ansvarlig for Grow Leadership i Frankrig, er coach og facilitator i sit eget firma ASAP, som har hovedsæde i Paris. Hun specialiserer sig i skræddersyede forløb for individer og teams og altid med et klart fokus på at forbedre præstationer.
Vi har kendt Gaëlle i mere end 15 år nu, og jeg er oprigtigt begejstret for muligheden for at samarbejde med hende om vores Grow Leadership kursus.
Gaëlle er ikke bare topprofessionel coach og facilitator. Hun er ogsået vidunderligt menneske med en meget skarp og enestående hunoristisk tilgang til tingene.[/lang_da]
Talent kommer i mange forklædninger
[lang_da]Jeg ved ikke hvad i siger men jeg blev igen mindet om at folk ofte kan meget mere end man umildbart lige tror :
https://www.youtube.com/watch?v=9lp0IWv8Q
her er teksten Susan Boyle synger, som jo sætter det hele yderligere i perspektiv…
I dreamed a dream in time gone by
When hope was high,
And life worth living
I dreamed that love would never die
I dreamed that God would be forgiving.
Then I was young and unafraid
When dreams were made and used,
And wasted
There was no ransom to be paid
No song unsung,
No wine untasted.
But the tigers come at night
With their voices soft as thunder
As they tear your hopes apart
As they turn your dreams to shame.
And still I dream he’ll come to me
And we will live our lives together
But there are dreams that cannot be
And there are storms
We cannot weather…
I had a dream my life would be
So different from this hell I’m living
So different now from what it seems
Now life has killed
The dream I dreamed.
[/lang_da]
Tribes
Seth Godin has a new book out – i thoroughly enjoyed it here is what it is about
Workbased learning in 10 Years
I am hugely into what future learning is about at the moment and in that connection I have been following the discussion on
https://learningcircuits.blogspot.com
The big question for this month that they are debating is:
WORKPLACE LEARNING in 10 Years
“If you peer inside an organization in 10 years time and you look at how workplace learning is being supported by that organization, what will you see? How will the mix of push vs. pull Learning; formal vs. informal be supported by the organization? Are there training departments? What are they doing? How big are they as compared to today? What new departments will be responsible for parts of workplace learning? What will current members of training departments be doing in 10 years?
In Getting Help, I discussed some aspects of the central question being raised. I’ve got a question about a work task and would like to get feedback from someone (a person, hopefully with some level of experience and expertise on the topic). Or paraphrasing Colin in Blogging to ask for Help:
If you need input from people, where’s the best place to ask?
My larger claim is that this is one of the most important, fundamental shifts in New Work
and New Work Skills that include being able to:
* How to reach out and find expertise
* How to use social media to find answers to questions
* How to learn through conversation
However, the question overly simplifies the problem. Different situations will require different answers. There’s no “best place”. And the landscape is shifting all the time. And while I discussed a couple examples this recently in LinkedIn for Finding Expertise and Searching for Expertise – LinkedIn Answers, my belief is that it is really hard right now to know enough about enough places to make good choices about:
* Where to go in what cases?
* What works and doesn’t work?
* How do you effectively work within a given context?
* What do you need to have done to effectively get help ahead of time?
* Are there places you can go if you are relatively new and needing to ask questions?”
Interesting and inspiring stuff very much related to the job we are doing now.
Here is a snippet from one comment that struck me:
“Maybe in the future learning organizations won’t be the “givers of knowledge”, maybe we become more like librarians that help people find resources (and learn to do their own searches) as they are needed.”
But hey that is not the future – that is what we are already doing with severeal of our customers…
Gode ledere træder i karakter i krisetider
[lang_da]I min dagligdag møder jeg rigtig mange af de mennesker, der på den ene eller den anden måde har ‘striber’ på manchetten og i virkeligheden kun i begrænset omfang udøver egentlig ledelse. De rangerer et niveau over adminstratorer, der skal sætte deres autograf på rekvisitioner, og som bestemmer, om Louise kan holde ferie i uge 7 – men er det ledelse? Ikke i min bog. I virkeligheden er ledelse noget, de fleste kun laver i 20 pct. af deres arbejdstid som ledere. De resterende 80 pct. arbejder de med diverse opgaver. Men det burde være omvendt – de burde bruge 80 pct. af tiden på ledelse og 20 pct. på andre opgaver.
Ledelse er håndtering af forandringer
Den væsentligste rolle som leder er at skabe forandringer. Peter F. Drucker – den store managementguru – udtrykte det således: “What managers manage is change – the rest is administrative”. Det er derfor ikke en leders rolle at være chefkustode i sit eget museum. Ledere er der derimod for at skabe forandring og for at sikre, at tingene flytter sig fremad. Hvorfor det? Fordi vi lever i en verden i hastig forandring, og forandringshastigheden er eksponentiel – det går bare hurtigere og hurtigere. Forandringer kræver tilpasning, og tilpasning betyder udvikling og læring.
Det betyder igen, at hvis den eksterne forandringshastighed er hurtigere end den interne forandringshastighed i en organisation, så er det kun et spørgsmål om tid, før organisationen dør. Når isbjørnene på Grønland har det svært i disse år, er det ikke fordi der er noget galt med dem – eller at de har ændret sig – tværtimod, det er deres manglende evne til tilpasning til den nye klimasituation, der gør, at de dør. Forandringerne sker hurtigere, end de selv kan nå at følge med, og de har i særdelseshed ikke en isbjørn, der stiller sig op på bagbenene og viser vejen ud af det her problem.
Tilpasning til forandringer sker ved evolution eller læring
Derfor er det også ledernes fornemmeste rolle at sikre, at hun/han og de øvrige på teamet og i organisationen til stadighed tilpasser sig den omverden, de er en del af. Udvikling i bredeste forstand er måske derfor lederes vigtigste rolle. I dyreverdenen hedder tilpasning evolution.
Overlevelse er tilpasning til forandringer
Darwin var den store forsker på dette område, og mens hans første budskab har brændt sig fast i den historiske bevidsthed: Survival of the fittest, vakte det mindre opmærksomhed, da han kort tid efter selv rettede netop det budskab til – at det ikke nødvendigvis er den stærkeste, der overlever, men netop de individer eller arter, der er bedst i stand til at tilpasse sig forandringer i den omkringliggende natur. Overlevelse er derfor et spørgsmål om tilpasning til forandringer. Når istider og den slags varede X millioner år, så havde man tid til at avle sig ud af problemerne – men med den hastighed ting sker nu, må udvikling nødvendigvis betyde læring. Netop evnen til at lære karakteriserer mennesket og er en af forklaringerne på, at vi er blevet den dominerende dyreart.[/lang_da]
Fra tilfældigheder til det bevidste valg
[lang_da]Vi ved det godt, og ledelseskvaliteten afspejles meget tydeligt, når vi f.eks. taler topchef lønninger – er den eller den person 8 millioner værd for virksomheden osv. Arbejder man med kædeforretninger (hoteller, restauranter eller butikker) kan man også se det meget tydeligt: Et chefskifte i en enhed betyder lige pludselig, at det går fantastisk meget bedre, eller at det hele vælter. Den samme forretning, de samme medarbejdere – det er lederen, der gør forskellen. Så ja, ledelseskvaliteten afspejles i nogen grad i topcheflønninger – men der hvor det stort set ikke afspejles overhovedet, er i den måde, hvorpå vi udvælger vores lederaspiranter og den måde, vi klæder dem på til opgaven. Her er det i høj grad tilfældigheder, der råder – mærkeligt, når nu vi ved, hvad der gør den store forskel. Download her en artikel fra Institute for Leadership and Management, der står bag en nyere undersøgelse af emnet.
For at ruste ledere til at styrke vores virksomheder, er det vigtigt, at de netop bliver bevidste om deres rolle og bliver proaktive frem for reaktive ledere. Det handler om at få styrket sin identitet som leder og gøre opgaven til et bevidst, fremadrettet valg. I den forbindelse har ledere tre effektive instrumenter til rådighed, når de skal udøve deres lederrolle, nemlig:
Samtaler
Beslutninger/handlinger
Adfærd
Læs mere om nøglekvaliteter i fremtidens ledelse her[/lang_da]