06 Sep 10

CONTROLLING TELEPHONE CALLS

Here are six tips to take better control of telephone calls.1. Put specific time aside to make telephone calls. Perhaps two or three times a day.2. Plan your telephone calls-use telephone ‘To Do’ lists; prioritise calls.3. Share telephone reception with a colleague when you want some uninterrupted time.4. Have your call interceptor briefed to record the name, organisation, number and extension of the caller. Have them note the reason for the call and when it is convenient to call back. 5. Give your call interceptor authority to make certain decisions on certain subjects on your behalf; give your call interceptor authority to state a call-back time.6. If interrupted during a task by a call, before answering the call, pencil in your next thoughts - when you return to your task you will know where you left off.

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30 Aug 10

APPRAISALS

Rather than labour through a form or an impersonal process, why not use the performance review / appraisal time to really to engage with your staff?! Try asking the following questions:

• What three things have you achieved since your last review / appraisal that you’re particularly proud about? Why?What three things would you do differently, if you had had more resources, time etc? How would you do them differently?What three things do you want to achieve this year? How do you see them fitting our area strategy / priorities?What three things can I do, as your manager, to help you to achieve those things?

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23 Aug 10

SELLING THE BENEFITS OF YOUR IDEAS

Getting others to accept your ideas requires “putting yourself in their shoes” and seeing the benefits your idea(s) will deliver to them. Use the SPACER approach to remind you of the six reasons why people buy your ideas.S = Safety and Security. The idea is a sound proposition. It’s risk free. The solution or proposal is likely to work.P = PerformanceThe idea will result in increased efficiency e.g. less resource but an improved result.A = AppearanceThe idea will improve the appearance, standing and reputation of the individual, their team, their organisation.C = ConvenienceThe idea will be easy to implement, will be hassle free, and will reduce the problem(s) currently experienced.E = EconomicThe idea will save costs, increase revenues, increase margins/returns.R = RelationshipsThe idea provides ongoing help and support as needed.

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