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MASET NEWS
Volume 61 April 30, 2006
Introduction
INTRODUCTION: Welcome to MASET News. A monthly publication dedicated to the communication between MASET and our many interested friends, customers and potential customers The feature article "No Wrong Door" by Ron Kaufman is a surprising revelation of how one government has been able to reverse a very negative relationship between the government and the citizens it serves. The same methods can be effectively used in the business world. Can you apply this concept to your organization? The outcome may surprise you. No feedback received this month New additions to the web site will be available shortly. Tips for New Employee Integration
TIP 25: Tools to Become Productive TIP 26: Celebrate the New Hire Joining Your Organization Visit the Products and Services describing the Orientation Passport Tips from Our School for Managers TIPS TO ASSIST YOU IN - PROBLEM SOLVING - GROUP DECISION-MAKING Many managers feel they are well-versed in areas of group effort such as problem-solving, goal-setting, and action planning. Frequently, however, the implementation of such techniques never seem to progress beyond the initial stage. Often, this is because managers cannot quite seem to understand that brainstorming or group decision-making requires comprehensive utilization of various processes. Managers may unknowingly find themselves perpetuating problems instead of solving them. This link will take you to some of the workshops offered by Andrew E. Schwartz through Maset LLC. Copyright A.E. Schwartz & Associates, all rights reserved ONE LINERS - "To make you think and/or smile"
CULTURE POWER"No wrong door." By Ron Kaufman
A common complaint among citizens is trying to find the right government office to get help. A common complaint among civil servants is citizens who call the wrong numbers. To remove complaints for citizens, the entire government of Singapore has gone on-line with Directories, Site Maps and easy to follow FAQs. To remove complaints for civil servants, the government changed their point of view by launching a policy called "No wrong door." "No wrong door" means ANY citizen contact is to be welcomed and assisted, regardless of whether the citizen called the "right" number in the first place. "No wrong door" means whoever answers the call is the "right person" to greet the caller, listen to their needs, and guide them to the most appropriate person for assistance. "No wrong door." Three simple words that changed the point of view for every civil servant, and opened up the government to welcome, appreciate and kindly assist their customers. Key Learning Point: Rephrasing the way you look at service situations can help you make subtle but powerful improvements. Is that a difficult customer? Or a customer with a difficult situation? It depends upon your point of view. Action Steps: Find an area in your business or your life that frustrates, confuses or confounds you. Notice how your upset is connected to your point of view about the situation, not from the situation itself. Now choose a different way to think about what's going on. Change the difficulty into a challenge, and embrace it. Convert the hassle into an opportunity, and achieve it. Turn your upset and anger into sparks and fuel for making things so much better.
Copyright, 2004, Ron Kaufman. All rights reserved. Ron Kaufman is an internationally acclaimed innovator and motivator for partnerships and quality service, and the author of the best-selling "UP Your Service!" books and the award-winning monthly newsletter, "The Best of Active Learning!" Visit http://www.RonKaufman.com COMING IN THE NEXT FEW ISSUES:
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