Customer Feedback Needed

I’m really looking forward to a week away with Annie from Saturday 2nd August. We will be leaving our two dogs and the house in the capable hands of my in-laws Eric and Pauline.

We are going on a residential acting summer school in Harrogate – should be fun!!

I was having an email conversation with David Wike and David rightly feels I should leave something ‘meaty’ on Simplicity Blog for hearty and meaningful discussion over a few virtual beers (wine for the more sophisticated among you).

So … having thought about it for at least 2 minutes I am going to ask you to discuss what sort of stuff you like to see on the Simplicity Blog – what works – what doesn’t etc.

I am always going on about my passion for finding out what customers think so please don’t be backward with your advice - as if you would have any hesitation anyway.

Discuss it among yourselves to your heart’s content while I am away.

Needless to say I'll try hard to resist visiting a PC next week but if I do manage to find an odd moment or two I may join in the conversation from sunny Yorkshire.

Enjoy the discussion and of course .... all the drinks are on David Wike!!!

A Global Village

I am hoping that my ‘Friend of Simplicity’ series of interviews is being well received by regular and new readers.

I've lined up quite a few of my friends from various parts of the world and will be publishing interviews with them over the next few weeks.

It's amazing for me – being of a certain age – that I have so many people around the world who I call friends. I think I now have more friends that I have never met than those I have met.

In the immortal words of Bob Dylan – 'The times they are a changing’

We all must make up our minds if the age of digital communication is a good or bad thing. For me there simply is no argument.

I think it is wonderful.

The world is now a small village and I think it is fantastic.

Thank you to all my friends who have agreed to be the subject of an interview – I value it greatly.

Latest Simplicity article published

I’m delighted to say TrainingZone.co.uk has published my latest Simplicity feature article today and you can see it online by clicking here

I now write a feature article each month for this organisation which is the UK's most popular site for corporate training professionals with an online network of over 40,000 active members.

Hope you enjoy the latest offering.

Please feel free to make comments at the Training Zone site as well as here ..... and do tell your friends about TrainingZone.co.uk

Wisdom of GBS

I wish I could have met GBS - what a great man he must have been. If only 'Doctor Who' was real.

‘Some men see things as they are and say 'Why?' I dream of things that never were, and say, 'Why not?' - George Bernard Shaw

‘The problem with communication is the illusion that it has been accomplished’ - George Bernard Shaw

Honest Guvnor - We are not stupid!

I have just started a series of 9 leadership training sessions for 37 employees who work in the ‘care industry.’ These are front line folks aspiring to be leaders and it has rekindled my passion for studying leadership.

I did my MA Management (Healthcare) at the University of Plymouth for 3 years from 1996-98 and my dissertation is called ‘Leadership in Practice’ which was the final 20,000 word piece of my qualification.

For those who enjoy reading I’m happy to share my dissertation. Just send me an email at trevor.simplicity@gmail.com

In revisiting my dissertation I came across discussions I had at the time with ‘followers’ of leaders and how most of all wanted they want their leader to be authentic.

This brings me to recent TV appearances of our Prime Minister, Gordon Brown.

I have been very fortunate to meet Mr Brown a few times in the last year or so in both small group settings and large gatherings. I liked what I saw. On each occasion one thing that comes across is his concern for people and his interest in them. I admit he does not come across as a particularly extrovert or charismatic person but that didn’t matter to me because he seemed authentic.

The image folks have so obviously been trying to ‘change’ Gordon’s image because I have noticed a few things:

*Gordon is ‘smiling’ much more - and the smile just does not look genuine – actually Gordon, let's be brutal - it looks less genuine than Paul Daniels wig. So contrived!

*Last week there was a TV news item showing Gordon talking ‘live’ to an American TV audience on some charity show in the States about a large donation the UK is making. Gordon looked like he was advertising toothpaste such was his wide permanent smile - it was so ‘cheesy’ it was embarrassing quite frankly as a British citizen. So contrived!

*Yesterday when he met the 3 US Presidential candidates he had exactly the same time with each of the 3 and the walk he did along that corridor was identical even down to the hand gestures and the eye contact with each of the 3. So contrived!

This is not leadership – this is ACTING – and Gordon, sorry to say, you are not a good actor. Please leave that to the folks from Equity. Sometimes it is better to be told the truth by people who like us – even if the truth hurts.

Dare I suggest Gordon is trying hard – and failing miserably – to become as charismatic as Tony Blair? We just don’t ‘become’ charismatic – we either are or we are not – and it doesn’t matter if we are not - as long as we are authentic

It reminds me of the days back in the 1980's when Mrs Thatcher was 'worked on' by the image people to try and make her come across as a ‘caring’ person ….. That was just as impossible and silly as it is to make Gordon Brown appear 'warm' and 'cuddly.'

FOR CRYING OUT LOUD GIVE US CREDIT FOR SOME INTELLIGENCE - WE HAVE NOT JUST FALLEN OFF THE CHRISTMAS TREE – WE CAN SEE RIGHT THROUGH THIS.

The most annoying thing about politicians as far as I’m concerned is that too many of them lose their authenticity and therefore credibility when they allow the image folks to take over. I’m sorry to say it appears Gordon Brown is now more concerned about his image than his authenticity.

Sorry Gordon – this does not fit with you I’m afraid and I am sad about that ‘cos actually, I like you!

I MAKE THIS PLEA TO GORDON - TAKE A LEAF OUT OF TONY BENN’S BOOK PLEASE ….. AND JUST BE YOU.

Maybe I have misread the signs and Gordon really has had an epiphany!!

I fear not …..

It must have gone into junk mail .....

Forgive me but I am returning to an old chestnut of mine for a Wednesday rant! I know I will feel better after this!

The oldest excuse in the book in the good old days was; ‘It must have got lost in the post’

In our new electronic age it didn’t take long for new excuses to be invented did it?

The 21st Century version is: ‘Your e-mail probably went into my junk mail folder’

As I have said many times on my Blog I plead guilty to being obsessive about this – some might say I’m a pain in the backside.

Firstly I get mildly irritated when people do not reply to an e-mail; then after a chaser I still get no reply – I get frustrated and angry; If I still get no response after a third attempt I get flaming mad.

Then I calm down and realise I have to tolerate low standards of professionalism and courteousness - and that there are far more important things to worry about in life.

I am sorry to say there are a minority of individuals who display ultimate bad manners by not replying to e-mails.

The reason I refuse to lay down and meekly accept this ‘bad manners culture’ is because some fantastic people - who one would think are far too busy to find the time to reply – are able to do just that. That is what gives me hope and proves to me I am right to demand high standards in this issue.

One example I highlight again is Tony Benn who is surely one of the busiest 83 years olds in Britain with a massive correspondence intake daily both e-mails and hard copy letters. I have had the great pleasure to correspond with Tony a few times by e-mail in the last couple of years and he ALWAYS finds the time to reply in his ultra-busy schedule. A few words is all it takes.

Almost every person/organisation I deal with have great manners, fabulous integrity and are always courteous in replying. It seems, for them and me, a totally natural thing to do. We clearly have a sense of professionalism, responsibility and respect.

Those few individuals and organisations that don’t feel the same about their standards lack both integrity and courteousness as far as I am concerned. I see no acceptable excuse.

I’m sure all of us can tell when we are being conned by the excuse ‘It must have gone into junk mail’ – we are smart people – we have not just fallen off the Christmas tree – please treat us with some respect. I am very proud to be a forgiving person … but not when it is just down to plain bad manners.

And yes … I do feel better now.

Free Speaking Advice from the Top Man

With Tom in May 2006 in London

If you want some fantastic FREE advice about the art of speaking from one of the world's leading speakers on business then go to Tom Peters at this link. Tom has a phenomenal record of speeches to millions of people all over the world over the last 30 years.

I was fortunate enough to attend a Tom Peters Seminar in May 2006 in London. Tom spoke for 6 hours in four 90 minute slots. It was a brilliant experience.

If you were to ‘buy’ professional advice on public speaking you would pay a fortune.

In this half hour interview Tom provides many nuggets of advice. The highlight for me is when Tom talks about the power of stories – Amen to that Tom. In fact my book ‘I Wanna Tell You a Story’ is a collection of 16 leadership stories. It has always been my belief that story telling is the most under used skill in any manager’s repertoire.

I hope you find time to enjoy listening to the great man in conversation.

Blog Radio Interview

I'm looking forward to a live one hour long interview on Blog Radio with Wayne Hurlbert from Canada on Friday morning at 1 am my time in the UK which will be 7 pm in Canada.

If anyone wants to listen ‘live’ at that unearthly hour in the UK you can listen in at this link.

http://www.blogtalkradio.com/WayneHurlbert

Otherwise a recording of the interview will be available on Wayne’s website at the same link.

Are Bad Manners now the norm in Business?

My friend and Business Associate David Wike raised an interesting issue with me in our latest email conversation. David was let down recently by a potential business client/customer who failed to show for a pre-arranged appointment.

When David rang to ask why he never showed the person explained he sent an email telling David he would not be able to make the appointment. David had not checked his e mail before leaving home and so he was oblivious to the email until he got back home.

I guess the person’s defence is he sent the e mail but as far as I’m concerned that is not enough.

I admit I am a bit obsessive about effective communication (actually I’m more than a ‘bit’ obsessive about communication) and I would probably double check the appointment but that is no excuse for what I consider bad manners.

I am increasingly surprised in modern society how some people are simply not conscientious enough to make sure they tell people if they cannot do something or make an appointment. Or even to simply respond to emails – we are talking basic communication skills here and good manners. This is not rocket science.

I believe email is the most fantastic form of communication ever invented BUT it is not fair to rely simply on email to transmit very important messages without checking.

In business we all have personal responsibility to demonstrate good manners and high ethics in our communication. I may be old fashioned but I see no defence whatsoever for such bad manners

Am I exaggerating the problem? - What do you think?

True, Good, or Useful ...

Socrates (469 - 399 BC)

Annie and I are indebted to our Christian missionary friends David and Alisan currently working in Namibia for this gem of wisdom. It is for all of us involved in the world of business, leadership and management ... indeed life in general ....

In ancient Greece (469 - 399 BC) Socrates was widely lauded for his wisdom. One day the great philosopher came upon an acquaintance who ran up to him excitedly and said

"Socrates, do you know what I just heard about one of your students?"

"Wait a moment," Socrates replied. "Before you tell me I'd like you to pass a little test. It's called the Triple Filter Test."

"Triple filter?"

"That's right," Socrates continued. "Before you talk to me about my student let's take a moment to filter what you're going to say. The first filter is Truth. Have you made absolutely sure that what you are about to tell me is true?"

"No," the man said, "actually I just heard about it and..."

"All right," said Socrates. "So you don't really know if it's true or not. Now let's try the second filter, the filter of Goodness. Is what you are about to tell me about my student something good?"

"No, on the contrary..."

"So," Socrates continued, "you want to tell me something bad about him, even though you're not certain it's true?"

The man shrugged, a little embarrassed.

Socrates continued. "You may still pass the test though, because there is a third filter - the filter of Usefulness. Is what you want to tell me about my student going to be useful to me?"

"No, not really"

"Well," concluded Socrates, "if what you want to tell me is neither true nor Good nor even useful, why tell it to me at all?"

The man was defeated and ashamed.

This is the reason Socrates was a great philosopher and held in such high esteem.

You don't have to shout to be 'heard'

Picture the scene …

Late afternoon Friday - crowded rail carriage - a mixture of business people and families.

I was enjoying a nice peaceful journey and settling down to read my book on the two and a half hour journey home.

From four or five rows back I could hear the voice of an awfully well spoken English business man type. I guessed his profession to be something like solicitor or senior doctor. He was very precise in his use of words and the language had a kind of officialdom sound to it. He was clearly knowledgeable about the subject he was talking about. It happened to be various forms of discrimination gender, race, age etc.

His friend sitting next to him was presumably engaged in this discussion with him but I could not hear his voice.

I am an easy going sort but the clue is in the last paragraph about why I got increasingly frustrated.

It was perfectly fine for this man to have his conversation – after all - we live in a country where we can celebrate free speech.

My point is ... his conversation was not with the whole bloody carriage .... just the man he was sitting next to.

Come on – be honest – you’ve met these types on the train too haven't you?

These are the sort I describe as loving the sound of their own voice. They create enough volume for everyone within earshot (and well beyond in this case) to hear the wisdom of this great ego driven oratory expert.

Contrast that with the young family opposite me.

Mum and Dad probably in their early 20’s and their little girl of about 2. The child was immaculately behaved and entertained us with charming giggles every now and then. Her young parents managed to occupy their little girl so she did not cause any inconvenience to other passengers with the noise level. It was pretty obvious that this lovely family unit was not blessed with the oratory skills of the passenger from 5 rows back. To me their limited vocabulary, their warmth, and their obvious love for their child was a sight and sound far more noteworthy than the arrogant antics of ‘gobbie' from five sets back!

Oh Trevor – you really must stop being so judgmental!

Just needed to share that with you ….

A rant on a Sunday is great don’t you think?

Managing in a crisis

I received a postive comment today from a posting I made in August 2007 on this subject so I have decided to re-post something similar.

Here are a few lessons I’ve learned through managing in crisis situations.

*Always have a plan B even if you are confident plan A is going to work
*Ask the employees most directly affected what they think
*Employees are usually 'ahead' of the Board
*Don’t listen to gossip – talk to people direct
*Be aware there are political games going on at every level
*Try to ensure there are no ‘camps’ even though there will be
*Be open and up front about bad news
*Tell people quickly and tell everyone affected at the same time
*Walk away for a few hours and leave it – you need refreshing
*Don’t make assumptions and if you do … change them every hour
*Be ready to be surprised with reactions
*Admit you were wrong when you make a mistake – as you inevitably will
*Just when you thought things were getting better they get worse and you have to keep going
*Never give up
*Have an understanding wife/husband/partner/family
*Remember you have a life too.

Summary:

You will make mistakes along the way and if you think you have finally ‘cracked it’ you will be wrong. If you think you can write a policy to deal with this sort of thing and then simply pull it out of a filing cabinet and implement it in a cold clinical way then forget it – the world just doesn't operate that way. We are talking about people.

Wake up and smell the coffee if you think this practical leadership stuff can be taught in a business school classroom.

I say NOBODY likes criticism!

My non-academic theory is that no one likes criticism - even though we may say we welcome criticism.

The only time in my career I can remember being impressed with criticism of me was when my boss had to tell me I did not get a job I thought I would get.

I felt I had a good interview and I was pretty disappointed if I am honest. I went into my de-brief interview with the Chief Executive not in a good frame of mind. I was in a nutshell pretty angry. I felt I had done really well and I felt I had done enough to get the job.

The CEO asked me how I thought it had gone and after a long discussion I left his office thanking him for the feedback and my anger had gone.

I think he was a master at giving feedback. I had changed from angry man to philosophical man. How did he do that? I honestly don’t know. He just had a gift for feedback!

Actually that is the only time in my entire 35 year career I can honestly say that I appreciated what some would describe as negative feedback. Most of the time when I made mistakes it was either not dealt with well or not dealt with at all – i.e. ignored.

Have you any examples of excellence in giving or receiving criticism?

Marketing - out of touch?

Like everyone I get loads of junk mail through my letter box in the mail. There is always more of this stuff in newspapers or magazines that I buy.

I throw it all away. I estimate I actually look at 1 in 1000 of these fliers – and that is probably on over estimate on my part!

So my question is:

How come the highly trained and well qualified marketing folks who design these things think it is a good use of the money of a business for it to end up in the waste bin of (I would estimate) 8 out of ten households?

As far as I’m concerned 1 word of mouth recommendation will beat 1000 brightly coloured slick professional fliers dropping through my letterbox.

The best way I ever heard of to deal with junk mail was this method by a work colleague.

He saved all his junk mail for three months. Then he packed it into a large parcel and write on the package – ‘postage to be paid on receipt.’ He sent it to Readers Digest with a handwritten note inside saying: ‘Now you know what it feels like!’

I love that …

Junk mail doesn’t irritate me … I just feel it is a complete waste of time and money and out of touch with what we customers actually want.

We are far more discerning than marketing professionals think.

Amazing how quick time goes by don’t you think?

I remember starting Simplicity Blog in January 2005 – almost three years ago. I wasn’t sure how it would go and whether or not I would keep it going.

I have written 734 postings - an average of 5.02 posts per week. Not bad – almost one posting per day and I’m pretty pleased with that output.

I’ve also looked at comments and discovered I've had a total of 2253 comments – the most for a single post is 19 comments (4 times)

I like messing around with numbers ….

My Blog will never create business and frankly that has never been my intention. I just love the banter and discussion the Blog creates.

I have made friends with many people from all over the world and without Simplicity Blog I doubt that would have happened.

Hope you continue to respond so brilliantly with your comments on Simplicity Blog. I have taken notice of readers comments over the last 34 months and tried to adapt the content in the light of readers comments.

I’m looking forward to hitting 1000 postings sometime around Christmas 2008

As a matter of interest this is what I wrote on my first posting on 22 January 2005:

Blogging - Is this the new way to make a difference?

I love communicating and Blogging is the latest way of doing it. Isn't it wonderful how we can now share thoughts instantly with like minded people from all over the world about how organisations are led and how things need to change?

We are going to hear Tony Benn speak on Wednesday!

Some more great Tony Benn wisdom:

‘It’s one thing to die for your faith but another thing to kill for your doctrine

‘Fear is a prison you put yourself in’

‘The cure for admiring the House of Lords is to visit them’

‘Ask these questions of anyone with power:

1 What power have you got?
2 Where did you get it from?
3 In whose interest do you exercise it?
4 To whom are you accountable?
5 How can we get rid of you?’

Gordon's First Screw Up?

It’s really interesting to me that Gordon Brown is under fire because he has - according to the media – misled the great British public.

Media reports this morning say he has made a u-turn about calling a General Election and they are suggesting he is a weak leader because of this.

Actually, as far as I’m aware, Gordon Brown himself has never even hinted there will be an early election. He has not stated publicly that he is even contemplating calling a snap election. I have drawn my own conclusion that the people close to him must have leaked information to the press which in turn led to the media frenzy over the last week or so about an early election.

This is a massive reminder of the ability of the media to whip up an issue and how easily it can get out of control therefore creating a story out of something that may not even be a story. It is surely a wake up call to all politicians.

The criticism I have of Mr Brown in this shambles is that he should have spoken out earlier to prevent unnecessary and damaging publicity for him personally. He could have said two weeks ago he had no intention of calling an election and none of this would have happened. I think that is a tactical mistake on his part. He has now said that, albeit a bit late. I suspect he will regret not speaking out earlier but it is too late and I’m sure he will have learned.

Politics is about scoring points with the voters and the Tories have won this battle there is no doubt. In the short term I think Mr Brown has been damaged.

Time alone will tell whether that damage is just a temporary blip or a lasting wound.

When I was Head of Communications in a National Health Service Organisation I spoke to press reporters almost every day and often many times a day. I always said 'the press is our friend' and I was often criticised by colleague managers in the NHS for saying that.

My rationale was (and still is) that the press have an important and necessary job to do. They will write a story whether we like it or not.

If we don't give the press accurate information – usually called THE TRUTH - we should not be surprised when they speculate. That speculation then develops 'a life of its own' and wrongly becomes the perceived truth .... Even if it is not! They have column inches to fill with words. That is their job. Hope that mini-rant makes sense!

Key Learning Points

*Talk to the Press - they have an important job
*Talk to them early
*Talk to them regularly
*Tell them the truth

Patients Stories

I do a number of talks nowadays to health professionals about greater patient involvement and improving communication between patients and professionals in the NHS.

I often use this fictitious story to illustrate some of the problems.

Joe Bloggs goes into his local hospital for routine surgery and a couple of days after his operation there is a phone call to the ward in which Joe is a patient.

The caller asks ‘Can I ask how Joe Bloggs is doing please?'

The nurse in charge of the Ward replies – ‘Oh Joe is doing fine. His surgery was successful; he is recuperating very well and we are expecting the Surgeon to allow Joe to be discharged home today. Can I ask who calling please?’

The caller replies ‘Thanks for that information, this is Joe Bloggs. No bugger tells me anything around here.’

Of course that is an exaggeration … isn’t it?

I would love to hear stories from Simplicity readers about the good and bad experiences of communncation in healthcare settings whether in hospital or General Practice.

Real stories (anonymous of course) are always great subject matter in my work

Thank you in anticipation.

What's in a name?

The NHS is not exactly passionate about simplicity.

Here are two ‘easy to remember, rolls off the tongue’ titles of NHS organisations. I was just trying to picture the staff name badges – they must be a metre wide!

Here goes …deep breath ….

In second place …. 9 Words!!

"Central Manchester and Manchester Children’s University Hospitals NHS Trust"

And the winner is …. 11 words!!

"Bedfordshire and Luton Mental Health and Social Care Partnership NHS Trust"

This is the longest title I’ve come across so far in the NHS.

Mmmmm .. I have to ask myself are these titles meant to convey user friendliness for patients and the public. If that is the intention I don’t think they are achieving their objective do you?

Can you come up with a title of an organisation more than 11 words anywhere in the world?

If not I will unofficially award "Bedfordshire and Luton Mental Health and Social Care Partnership NHS Trust" with a gong as the longest organisation title in the world!!

Leadership Lessons - More NHS memories ...

'The problem with communication is the illusion that it has been accomplished’ - George Bernard Shaw.

When I was about 18 I spent some terrific time going round various departments in the hospital I worked at to learn the ropes so that as an aspiring manager I might have an appreciation of what it is really like to be doing the work at the front line. Quite forward thinking in 1970 when I think about it, so let’s immediately dispel the myth that all the best ideas were invented in the last 7 days.

One of my placements was with the female (yes they were all women) telephonists at the hospital. This was a fascinating place. These folks knew everything. I was impressed. Every call - and there were hundreds - that came through was processed efficiently and the women always seemed to know just what to do. It was like watching an orchestra conductor to see them use those old fashioned plugs. Never once in the time I spent observing them and learning did I see any of the staff ‘lose it’ or get flustered. They always seemed in control and take it from me the volume of calls at peak periods was phenomenal.

At non-peak times such as early evening the women had time to tell me of some of their stories and of course I was very eager to learn. One story sticks in my mind.

It was in the early hours of the morning on a cold winter evening when there was a knock on the entrance door to the hospital which was adjacent to the switchboard. The telephonist on duty opened the door to be greeted by a confused looking elderly lady. She was invited into the switchboard office and as this was an unusual occurrence the telephonist was keen to find out what the problem was. The old lady explained that she had been to the accident and emergency department a few days previously after a fall which had resulted in a nasty laceration. She explained to the telephonist how she had been given a tetanus injection by the doctor and she had been asked to return for a booster injection in five years time. The telephonist listened intently wondering what the problem could possibly be.

The old lady became increasingly emotional and upset as she went on … I have ‘paraphrased’ but the message is authentic.

‘The doctor told me to come back in five years time for another injection. I have been doing some research and I have just found out that in five years time the anniversary of my injection will be a Saturday and your accident and emergency department is closed at the weekends. I got worried about it and couldn’t sleep which explains why I am here. I need to make sure I got the right date. Can you check for me please?’

When I tell this story many people say it has an ‘Ahhhh’ value which of course it does. The story is an accurate reconstruction of something that has stuck with me for over 30 years. The story illustrates how important checking out comprehension is. The patient had taken the instruction literally. She acted ‘correctly’ and yet all of us would say – ‘well of course anyone would know that the 5 year request did not mean an exact requirement.’ But I do not share that view. I am often accused of being pedantic about checking out whether my listener has understood what I am asking. Life has taught me this and I make no apology. So often in my career I have said something that has been heard by my listener as something else. This is not complicated – take time to check out comprehension.

Leadership Lesson - Never, ever assume – become a pain in the backside - check out comprehension of your listener