Customer Service in Jail ???

I was recently talking to Head HR of a growing SME (just in words is he an head hr, in action poor guy has not much of a team to head) about the results of the Pre-Employment Scan. For those of you who have already been through the analysis, know that it can tell you about the person's ability to be a team leader. The guy in analysis was someone to be hired for Head of Operations or maybe COO. He marked low on being a team player and high on leadership. Besides this, he was low on cheating and high on positive attitude and creativity and other things that he should have scored a high on. There seemed no doubt in my mind over this guy being hired and I was busy concentrating on my next assignment when the Head HR asked for a chat over this profile. Slightly shocked and curious, we spoke immediately and He asked that what did a score of 2 out of 5 mean for this guy. I explained that they like to lead and not be led. Slightly on the bratty side, One (read the Head HR) can be aware of this trait before hand and give them projects accordingly. Also, since he is being hired for a Head position, it shouldn't matter much. The Head HR didn't say much and asked me if I could understand how good will this person be at customer service. My second shock! Ability to be polite was ok, ego was slightly high and sarcasm and harshness was high, so I told him that he might not be good at customer service. The Head HR sounded sad and gave a sad ok and we said our thank you's and goodbyes.

I couldn't concentrate on my next profile as the link between customer service and Head of operations was not making any sense, so I ended up asking him if I could call. He promptly agreed and I asked him. He didn't seem very amazed at my question and answered that customer service for him is a big quality and he shared the following story.

A Miami prison which had the country’s biggest violence and break-away rates. Its new director has all his staff attend a 4-week customer service course and tells them ‘ok now, you have to treat your inmates as if they were your customers’. Two years later, new statistics come out and this jail now has the lowest violence and break-away rates.

He then added that by giving respect can a person gain it and since theirs is a growing company, they want to ensure that people at COO position are willing to work like a executive till the time the right team is in place. Hence he ensures that no matter what or whom he hires, he needs to check their ego and ability to be polite and work hard. It made a lot of sense. I told him that I will check for these pointers specifically next time I analyse his profiles. He also added that the primary reason for using my services is that they can't figure out such traits by interviews.

I wanted to verify the story and checked on google to find this http://projectesinterns.com/2007/02/page/2/ though this could also be an hawthorne effect where simply because workers were singled out for special treatment and thus perhaps felt more valued or more pressured to perform well but I know that respect is one trait you don't get my asking. You have to have have to earn it. :)

Keep smiling
Keep respecting
Keep loving
Keep sharing!

Forgive your boss. Here is how and why...

Most of you might want to read this post just for curiosity. :) Y is this crazy lady asking us to forgive our boss???
Some lucky ones might not feel the need coz they have excellent bosses. Some must be so filled with anger that forgiveness is so out of the question, that they might not even read it. I hope curiosity brings the ones who really need to hear this, here. Well, whoever you are, hope you are able to lead a better life after reading this. Stories are always welcome, Infact, I love listening to it. So pls do share. Also, feel free to share this post with people u know will need to read.

Boss - A mysterious creature, ain't he? For many, it is possible that he is the same guy whom they shared lunch with, but now, make faces when he enters on your lunch time. :P

The picture just says it all. Bosses truly don't know what to with the power they have been given. Most are forced leader. I have a true story to share.

Just few months back, I had a handwriting sample for a Pre Employment scan. It was for some senior position in the company that wanted to hire him, I had not been given any other specifics about function to check, it was just a simple analysis. I sent the report and I got a call back asking how is this guy not a good leader. I was taken aback. I didn't know how to explain. I told them that as per his handwriting, though he is very straight forward, simple, fast thinker and hardworking. The following were my additional exact comments - Balanced individual. Clean heart and hence slightly short tempered. Also if time taken to analyse handwriting can be considered as the time to judge the individual, then this analysis took me half the time as the first one. I am guessing he will come with no pretenses and will be able to judge and analyse. But am sorry that he is not a good leader. "He is very highly recommended and He is currently the AGM, He is to be hired for Head position, and he has a flawless track record. How can he not be a good leader" was the reply.
I told them that he isn't. Please check on him. Was he forced to a leadership position? Did he have to struggle a lot in the start? now, does he treat himself as a leader or just like a captain? He has a lot of good qualities like being straight but also kind and he is hardworking so his subordinates will learn a lot. This could make him a good person to be in charge of that position, Also, his stress management skills are high, so it has taken him time to be in charge of that position and lead but he is not a very good leader intrinsically and takes some time to adjust to new situations, but will do well.

They didn't get back to me for sometime, but when they did, I was told that it is very much possible that he was forced into a leadership position. NOW, Think about your boss. Does he have good leadership skills? Probably no, because you are reading this article.What exactly is a leader? As per graphology, he is someone who has vision, thinks big and is not good with getting in the small details but would very well want you to do it. He has a slightly inflated ego that needs little bit of air every now and then. But at the end of the day, he is a human being just like you. He too has his boss to report to. Maybe even worse at managing self than your boss is.

Possible na? He is not a good boss because he is not good at managing his self. BUT just because he is not good at managing his self, doesn't mean that you should too? Forgive him. There is just no point in spoiling your mood because of him. Worrying they say is a waste of imagination. So, All you lovely people and my friend PJ, don't waste a single moment in sadness because of your boss. Smile and chill. Forgive him for not being a good boss. At the same time, learn from his mistakes and promise yourself that you will be a lot better boss.

Good luck.
Keep smiling.
Keep learning.
Keep Growing!