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Ricky's Review
Ricky's Monthly Newsletter June 2005

In this issue

Out & About

Leadership Communications - Dealing With Difficult People

Leadership in Sales - TheSalesMaker(R)

Make it a great month!


 

Out & About

With Vanessa Katte, Director, Antony Consulting

I met Vanessa at a Special Interest Group (SIG) meeting one evening at the Singapore Institute of Management, and when I started chatting with her, I was struck by some of her views on life in Singapore looking from the eyes of an expatriate.

So I invited her to share some of her interesting views on the status of professional women in Singapore.

Vanessa hails from Munich, Bavaria, and she spent her formative teen years working with her parents in the restaurant industry. That seemed to be her entire world at that time, and she was deeply immersed into the lifestyle of the industry, although she often thought that deep below in her heart, she needed an independence to follow her own dreams.

When she turned 18, she confronted her parents and spent many weeks discussing with them, her deep inner needs, and that she needed her independance away from them so that she could begin to bloom into her own womanhood. She was indeed, successful, and she made a complete break from the family restaurant business by leaving the business to attend university.

So what's so different about what she did? I think its the way that she saw it as completely natural (and so do a lot of Europeans) that it's important to speak up with your voice to share with your parents what is it that's important in your life. She stresses that in Germany, "...nothing is swept away under the carpet", and that no one has to feel that they have to compromise just to keep the family happy.

Her observations on Singapore professional women? She said they are of strong characters, and those that have children can still keep up with a gruelling job/career. They are serious, talented and committed. Although they have strong emotions and intuition, they don't seem to be able or even want to influence others. In other words, they don't speak up for themselves.

Interestingly, she pointed out that there are some great women models in Singapore for example, Olivia Lum, Janine Tay and a brace of others, who have climbed to the very pinnacles of of business and who are quite vocal in their viewspoints as women.

She said that in Germany, she would be hard pressed to think of some powerful business women in that who could compare with these women. Of course, on the other hand, since there's so much of stress and workaholism generated by the women in Singapore, they might need to learn 'how to let go' from a very planned and structured socio-economic environment. Most things are very well "engineered" in Singapore, and what often seems to be missing is the human element of the heart.

Women need to be more adaptable and flexible, and one of the most important points is to cultivate the ability to speak up with their inner voice to let the world know their opinions and thoughts.

I asked Vanessa what 3 points she'd like to leave behind for our readers to ponder upon. These are the points:

1. Speak up and let the world know who you are, say what you think, and allow yourself to speak up and out! Naturally, say it within the context of whichever relationships you are in, but it's important to let the other party know how you feel abou the situation.

2. Know who you are. Spend time in reflection. Create a personal development path for yourself. You don't have to be perfect, and neither are things just 'black' and 'white', as there are shades of grey. People are complex, and its not so easy as one way or the other. Refrain from judging others - don't just shut one eye.

3.Communicate! There is a store of malicious gossip in company corridors, why not try open communications? Learn how to share dialogue, and ask for and give feedback to each other so that better relationships are created. Vanessa commented on the number of contact hours that maids in Singapore spend with the children.

The maids education of the children is, however, extremely limited, while it's a 2 parent working at stressful corporate jobs. When the parents get home after a hard day's work, it's late, and most times, the children have gone to bed. How much deep communication takes place between parents and children in such situations? When children don't have the opportunity to spend their evenings with parents, how much communication is taking place?

Vanessa's raised some pertinent points here, and I think we should reflect seriously on whether our families are as intact and communicating and reaching each other as deeply as we'd like to be.

I shudder at the alternative.

For more details on Vanessa's company,
please click on this link.



Dear Reader,

A busy month in June it is for me, and it looks like a bumper time already for July! Yes, we're already into the last bit of the second quarter, and I trust that you're well on track with your plans for third quarter 2005!

If not, accelerate your progress as it always seems to me that the second part of the year just goes like the speed of a roller coaster - but at the speed of the downwards zooooommm!

Remember - don't be activity based. Ensure you have the big picture in your mind and that its result oriented, i.e., whatever you do, have the end in mind. Pay attention to the results! Don't get so focused and lost in activity that you forget about getting the real results that you need!

I hope you enjoy this month's newsletter!


  • Leadership Communications - Dealing With Difficult People
  • With Mohd Jabar Jabar Sadiq Basha, Senior Human Resource Officer at Bulding and Construction Authority of Singapore.

    I've been working with Mr Jabar for some time sharing some powerful ways with his good people on how to handle difficult customers. I thought I'd share with you some of the Do's and Don'ts when handling difficult customers.

    Most people don't normally start out by difficult with you, just remember that they're just people going through a difficult situation and you're the person who's got to handle their problems and settle their problems!

    Do's when handling difficult customers:

    • Take deep breaths and focus on calm
    • Smile appropriately
    • Make eye contact
    • Body language (relaxed, not angry or defensive) tone (polite, professional, friendly, respectful, calming)
    • Listen actively
    • Say, "I'll find out!"
    • Say, "I can do this for you!"
    • Say, "I'm sorry this happened, but let me sort it out for you!"
    • Say, "Would you allow me to help you sort out this problem?"

    And this is a list of Don'ts:

    • Don't say, "No, I can't do that!"
    • "You're wrong about that!"
    • "Listen, as I've told you several times...!"
    • "I just work here!"
    • "I don't know...!
    • "Rules are rules!"
    • "You'll have to..."
    • "This isn't my section!"
    • "Oh, it's you again!"

    Remember that there are two sides of the equation that you must sort out - on the one hand, it's the emotions/feelings that are damaged, and on the other hand is the logical fact or problem that needs to be sorted out. Always reduce the feelings and emotions first. Hear them out. Calm them down. Then you can go ahead and help them sort out the logical problem.

    Good luck!

      
  • Leadership in Sales - TheSalesMaker(R)
  • Pictured with Chg Poh Hwa, VP Sales & Marketing, Asia Pacific Region and Vincent Ayathuray, General Manager, Meteor Pte Ltd

    The TheSalesMaker(R) psychometric instrument was launched at the Grand Copthorne Waterfront Hotel. Guest speakers included David Macdonald of the IWNC Group, Tony Latimer - Asia's Sales Coach, and the inimitable Dr Andrew Goh who has just released his new book, "Sell More, Sell Better!"

    Why TheSalesMaker(R)? If you are a professional salesperson, or know of someone who is, how would you or they like to have the keys to becoming a sales superstar? Would you or they want unique, personal insights that help you remove barriers, become more productive and make more money?

    How would you like to uncover more of your natural sales talents? The instrument is also great for Sales Managers and Training Directors as it helps to zero in on training that produces results!

    TheSalesMaker(R) instrument measures 3 important areas of a salesperson's profile, namely the foundation (Relationship and/or Product selling, Sales Drive, Sales Resilience) on which you have based your selling mindset, what motivates you (Money, Competition, Challenge, Pace, Social Contact, Recognition, Growth, Autonomy), and finally how effective you are in the sales cycle (Developing a Game Plan, Making Contact, Building Desire, Creating Options, Presenting, Closing the Sale, Satisfying the Customer, Farming the Account).

    In this brand new, well researched, well validated, and tested instrument, you will be able to obtain an accurate picture of self, and once you realise where your strengths are, and where your areas of development are, then either working with your sales manager or a sales coach will help to propel your career into the Superstar status.

    This landmark profile is well worth a good look at, and I'd recommend that every professional salesperson should get the relevant details by clicking
    on TheSalesMaker(R) link, and come back to me to get the 'real beef' on becoming a Sales Superstar!

    I'm a partner in TheSalesMaker(R) programme. Let me help you to become more self-aware of your own capabilities so that you can lift your competencies, motivation and capabilities to become a Sales Superstar! You certainly deserve to be one!

    Contact me for more details

      
  • Make it a great month!
  • Have a great month. On second thoughts, MAKE it a great month ahead!

    Lead With Passion!

    Ricky
    PS: Drop me a line or two and tell me what you would like to read more of. Any comments or feedback? I'd love to hear from you!

      
    :: +65 9855 1356