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	<title>Sharp End Training &#187; Disdain</title>
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		<title>Bad Attitude &#8211; But is it you or them?</title>
		<link>http://sharp-end-training.co.uk/bad-attitude-but-is-it-you-or-them/</link>
		<comments>http://sharp-end-training.co.uk/bad-attitude-but-is-it-you-or-them/#comments</comments>
		<pubDate>Tue, 01 Sep 2009 07:36:46 +0000</pubDate>
		<dc:creator>Jonathan</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[Bad Attitude]]></category>
		<category><![CDATA[Bad Customer Service]]></category>
		<category><![CDATA[Boredom]]></category>
		<category><![CDATA[Disdain]]></category>
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		<category><![CDATA[Motivation]]></category>
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		<category><![CDATA[Slumps]]></category>
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		<category><![CDATA[Workforce]]></category>

		<guid isPermaLink="false">http://sharp-end-training.co.uk/blog/?p=473</guid>
		<description><![CDATA[Reading the excellent Ihatehr.com blog post http://ihatehr.com/2008/11/01/an-experience-in-bad-customer-service/ about the lack of customer focused attitude of two workers in a DIY superstore got me thinking about motivation and boredom amongst staff. But is it their fault? Are your staff bored &#38; [&#8230;]<div class="tentblogger-rss-footer"><hr /><p>You just finished reading <a href="http://sharp-end-training.co.uk/blog/?p=473">Bad Attitude - But is it you or them?</a>!  Consider leaving a comment!</p><p>Blog post originally from <a href="http://www.sharp-end-training.co.uk" title="Sharp End Training">Sharp End Training</p></div>]]></description>
			<content:encoded><![CDATA[<p><a href="http://sharp-end-training.co.uk/wp-content/uploads/2009/09/732192_bored.jpg"><img class="alignleft size-full wp-image-2320" style="border: 0pt none; margin: 5px;" title="732192_bored" src="http://sharp-end-training.co.uk/wp-content/uploads/2009/09/732192_bored.jpg" alt="732192 bored Bad Attitude   But is it you or them?" width="300" height="240" /></a>Reading the excellent Ihatehr.com blog post</p>
<p><a title="I hate hr" href="http://ihatehr.com/2008/11/01/an-experience-in-bad-customer-service/" target="_blank">http://ihatehr.com/2008/11/01/an-experience-in-bad-customer-service/</a></p>
<p>about the lack of customer focused attitude of two workers in a DIY superstore got me thinking about motivation and boredom amongst staff. But is it their fault?</p>
<div class="mceTemp mceIEcenter">
<dl id="attachment_475" class="wp-caption aligncenter" style="width: 310px;">
<dt class="wp-caption-dt"></dt>
<dd class="wp-caption-dd"><strong>Are your staff bored &amp; unmotivated?</strong></dd>
</dl>
</div>
<p>Leaving aside the obvious &#8220;how can they treat their customers (&amp; therefore job) with such disdain with all the unemployed people around&#8221; aside, how can you objectively measure the attitude &amp; talent of your workforce?</p>
<p>Bearing in mind that we all have slumps in attitude from day-to-day, but overall, what would be a good measurement of some one&#8217;s attitude to work?</p>
<p>We think, and we have said before, that it is impossible to motivate someone to do a good job.</p>
<p>All managers can do is put in place procedures to recruit talented people and help them to motivate themselves.</p>
<p>Here are 12 questions which are taken from one of our favourite books &#8220;First, Break all the rules. What the world&#8217;s great managers do differently&#8221;</p>
<p>These questions are gathered from hours of extensive research by the market research company Gallup. (When you read the book, you will see just how comprehensive the research was and therefore how relevant and accurate these questions are).</p>
<p>Ask yourself, if you printed these off, (and you can by the way <a href="http://www.docstoc.com/docs/2402421/firstbreakalltherules" target="_blank">http://www.docstoc.com/docs/2402421/firstbreakalltherules</a>) and passed them around your staff as a questionnaire, what would the answers say about them and say about you as a manager and the wider organisation and what would they say about the workers themselves?</p>
<p><strong>Here are the questions</strong></p>
<p>Question 1 &#8211; Do I know what is expected of me at work?<br />
Question 2 &#8211; Do I have the materials and tools I need to do my work right?<br />
Question 3 &#8211; Do I have the opportunity to do what I do best everyday?<br />
Question 4 &#8211; In the last 7 days, have I received recognition or praise for good work?<br />
Question 5 &#8211; Does my supervisor or someone at work seem to care about me as a person?<br />
Question 6 &#8211; Is there someone at work who encourages my development?<br />
Question 7 &#8211; At work, do my opinions seem to count?<br />
Question 8 &#8211; Does the mission or purpose of my company make me feel like I am important?<br />
Question 9 &#8211; Are my co-workers committed to doing quality work?<br />
Question 10 &#8211; Do you have a &#8220;best friend&#8221; at work?<br />
Question 11 &#8211; In the last 6 months, have I talked with someone about my progress?<br />
Question 12 &#8211; This last year, have I opportunities at work to learn &amp; grow</p>
<p>What would the workers at the DIY store have said if they had been asked to fill it in?</p>
<p>Now, don&#8217;t get me wrong, if someone worked for us &amp; could answer &#8220;yes&#8221; to the above questions but still were not performing, then as the song goes, there may be trouble ahead but before you go pointing at others &#8211; first look at yourself.</p>
<p>The secret &#8211; tune into other people needs &amp; motivations &#8211; not yours. As soon as you do, your problems will solve themselves (or to be more accurate, other people will literally solve them).<!-- odiogo-notts-begin --></p>
<div id="relatedposts">
<h4>Related Blogs</h4>
<ul class="pc_pingback">
<li class="hdl" style="list-style: none;">Related Blogs on <strong>Bad Attitude – But is it you or them?</strong></li>
</ul>
</div>
<div class="tentblogger-rss-footer"><hr /><p>You just finished reading <a href="http://sharp-end-training.co.uk/blog/?p=473">Bad Attitude - But is it you or them?</a>!  Consider leaving a comment!</p><p>Blog post originally from <a href="http://www.sharp-end-training.co.uk" title="Sharp End Training">Sharp End Training</p></div><p class="sexy-rss-footer"><a href="http://sharp-end-training.co.uk/bad-attitude-but-is-it-you-or-them/#comments">0 comment(s)</a></p>]]></content:encoded>
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		<title>Gerry’s Big Decision</title>
		<link>http://sharp-end-training.co.uk/gerry%e2%80%99s-big-decision/</link>
		<comments>http://sharp-end-training.co.uk/gerry%e2%80%99s-big-decision/#comments</comments>
		<pubDate>Fri, 03 Jul 2009 12:18:22 +0000</pubDate>
		<dc:creator>Jonathan</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[Apprentice]]></category>
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		<category><![CDATA[Dragons Den]]></category>
		<category><![CDATA[Establishments]]></category>
		<category><![CDATA[Granada Tv]]></category>
		<category><![CDATA[Head Brewer]]></category>
		<category><![CDATA[Hops]]></category>
		<category><![CDATA[Husband And Wife]]></category>
		<category><![CDATA[Independent Breweries]]></category>
		<category><![CDATA[Management Control Systems]]></category>
		<category><![CDATA[Management Problem]]></category>
		<category><![CDATA[Secret Millionaire]]></category>
		<category><![CDATA[Sir Gerry Robinson]]></category>
		<category><![CDATA[Tactic]]></category>
		<category><![CDATA[the apprentice]]></category>
		<category><![CDATA[Training]]></category>
		<category><![CDATA[Wife Team]]></category>

		<guid isPermaLink="false">http://sharp-end-training.co.uk/blog/?p=367</guid>
		<description><![CDATA[Gerry’s Big Decision made its debut last night on Channel 4. It got rave reviews in the Daily Telegraph TV supplement and was a sort of ‘Dragons Den’ meets the ‘Apprentice’ meets ‘The secret Millionaire’. Business guru Sir Gerry Robinson, [&#8230;]<div class="tentblogger-rss-footer"><hr /><p>You just finished reading <a href="http://sharp-end-training.co.uk/blog/?p=367">Gerry’s Big Decision</a>!  Consider leaving a comment!</p><p>Blog post originally from <a href="http://www.sharp-end-training.co.uk" title="Sharp End Training">Sharp End Training</p></div>]]></description>
			<content:encoded><![CDATA[<p>Gerry’s Big Decision made its debut last night on Channel 4. It got rave reviews in the Daily Telegraph TV supplement and was a sort of ‘Dragons Den’ meets the ‘Apprentice’ meets ‘The secret Millionaire’.</p>
<p>Business guru Sir Gerry Robinson, ex-head of (amongst others) Granada TV and Coca Cola (Europe) seems to be spending his retirement doing TV shows on &#8216;dysfunctional business’</p>
<p>(His  &#8220;I’ll show them whose Boss&#8221; was followed by the superb &#8220;Can Gerry fix the NHS&#8221;).</p>
<p>Last nights episode (the first in a 3 part series), featured, two independent Breweries who were days away from closing their doors.</p>
<p>Both parties stood to lose everything they had including the houses they lived in.</p>
<p>As one party put it “We will just lock up, put a chain around the gate, put the keys through the letter box and walk away.”</p>
<p>The Breweries were to be visited by Gerry and after he had looked around and talked to the owners and his usual tactic of going straight to talk to employees, he would make the decision of whether or not to invest (supposedly using his own money) in one or both Breweries to save them from going under.</p>
<p>The first Brewery owned by the establisher and his partner of 4 years, had actually stopped brewing when Gerry arrived. They had run out of hops and were unable to afford any more.<br />
The head brewer cracked</p>
<p style="text-align: left;"><em>&#8220;We couldn’t actually organise a ‘piss up in a brewery’ because we’d have nothing to drink.&#8221;</em></p>
<p>The second Brewery jointly established by a husband and wife team had a problem with their ‘management control’ systems. The owner did not actually know which of his award winning beers were making money and which of the least profitable to drop.</p>
<p style="text-align: left;">In both cases there was a management problem which, after thinking it over and having discussion with all concerned, Gerry suggested that the ladies of both establishments take charge for a temporary period of time.</p>
<p>At the first brewery this was met with disdain by the aforementioned Head brewer with</p>
<p style="text-align: left;"><em>&#8220;Is that the best you can come up with?&#8221;</em></p>
<p>To say that to such a man with such distinguished business mind as Sir Gerry was disrespectful to say the least and he said to him</p>
<p>&#8220;If you worked for me, you would probably get a slap for that&#8221;</p>
<p>and went on to explore the possibility that  the guy might possibly want the business to fail.</p>
<p>His answer to this was that &#8220;turning up every day expecting the gates to be locked and you be out of a job might be likely to make you a bit cynical&#8221;</p>
<p>As it turned out, both women were very adept at the job and quickly diagnosed some of the problems.</p>
<p>The first Breweries biggest problem seemed to be in sales. It had been generally understood that the sales rep. was up to the job but he was in fact trying to sell the beer too far away – making logistics a problem and his selling technique meant that he probably required some in-house training.</p>
<p>He totally misunderstood the request from a re-seller, to take a look at the brewery and its beer, believing it to be a request for a tourist visit.</p>
<p><em>“Yes give us a few weeks notice and there will be a small charge.”</em></p>
<p>Fortunately the new manager had chosen to shadow him and actually made the pitch.</p>
<p>Finally at the end of the programme Sir Gerry had to make his big decision. Which would he choose to save?</p>
<p>In fact he chose both Breweries and left with as a majority shareholder in both businesses.</p>
<p>The voice over at the end told how well they were doing.</p>
<p>Good TV – with no shouting and stamping around by anyone as in The Apprentice.</p>
<p>Next week &#8211; Pies and Pasties….</p>
<div class="tentblogger-rss-footer"><hr /><p>You just finished reading <a href="http://sharp-end-training.co.uk/blog/?p=367">Gerry’s Big Decision</a>!  Consider leaving a comment!</p><p>Blog post originally from <a href="http://www.sharp-end-training.co.uk" title="Sharp End Training">Sharp End Training</p></div><p class="sexy-rss-footer"><a href="http://sharp-end-training.co.uk/gerry%e2%80%99s-big-decision/#comments">1 comment(s)</a></p>]]></content:encoded>
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