Saturday, September 18, 2021
Friday, September 10, 2021
- Effective Managers are not focused only on short term wins. They have a growth mindset that focuses on the goal.
- They are able to work through the difficult challenges and keep their cool. The task of solving the problem or achieving the goal is never easy and they are able to weather the storms by keeping theirs and their teams focus.
- An effective manager has a curious mind, they are always thinking of different possibilities on either solving problems or possible paths to achieve the goal.
- An effective manager is able to make tough decisions and they are ready to face the consequences. Quick informed decisions are important to be made in order to move the team forward.
- A good and strong manager should be able to inspire their team. They are effective communicators that can communicate clearly and can articulate the tasks the team needs to accomplish to achieve the goal.
- An effective manager gets a deep understanding of the problem they are trying to solve. By ensuring this deep understanding, they are able to provide the necessary direction and guidance to the team and are also able to cancel out all the negativity around them by having laser sharp focus.
- Effective managers manage by taking into consideration the needs of the stakeholders. Its important to have empathy. They should have an open mind and listen to their stakeholders and work towards meeting their needs.
- They see the bigger picture when it is fuzzy and hazy to everyone else and they strive and lead everyone towards that bigger picture. They are focused on the long term even though they suffer short term struggles.
- Strong Effective Managers show trust in their team and do not micro manage their team. They know how to break down the tasks and give it to the team and believe in their team to deliver on them.
- They always protect their team. They share the successes with the team and absorb the failures. They do not call out or embarrass team members in front of outsiders and expose the weaknesses of the team.
Thursday, September 02, 2021
All managers want reports at varying frequency or even ad hoc. The question is why do they need these reports? I feel it is for anyone of the below reasons
- They need them for decision making. This is mostly analysis of the past data or a report predicting the future based on various options.
- To give them an understanding on the working of a process. Are the key metrics being tracked, maintained within agreeable limits?
- Understanding the overall status of the project, how is it progressing against a timeline are there any risks or bumps ahead that can derail the project.
- Are the current systems and processes tracking the information necessary to produce the report?
- If the information is tracked, is it credible and cannot be tampered with?
- How long does it take to extract the information and produce the report?
- Does it give you enough information to satisfy your needs?
Sunday, August 15, 2021
As a leader or manager ensuring that trust is built with the team is very important. Trust is what ensures the team works confidently and without any doubts.
Gaining the trust of the team is not easy and it takes time. It has to be gained through words and actions. The behaviors one must portray to build trust are
1. Being open and frank with your team
2. Showing courage in decision making
3. Keeping to your commitments and promises
4. Keeping the focus of the team razor sharp
5. Having the respect of the team
Tuesday, August 10, 2021
As a community manager it is very important to ensure that a 2 way communication exists between the residents of the community and the Community Management Office. I am not so focused on the modes of communication such as the call center, email, social media, messengers, walk-in and so on, this post is more about the types of communication that needs to exist.
1. News and Information
Everyone likes to be aware and more so aware of the things happening around them. News of happenings in the community should be sent out in a timely manner. These can be periodic once a quarter for the planned news information (Newsletters) and information that cannot wait for a newsletter. Some examples of such information that needs to be sent out are
- Utility service interruptions due to water tank cleaning, disruption in supply, breakdown, etc
- Pest control activities and which areas to avoid
- Community Events
- Road diversions due to works happening
- New rules/processes implemented
2. Communicating Fees and Charges
3. Complaint Management
4. Face to Face Communication
Saturday, August 07, 2021
13 years ago I wrote about how "Having pride is key to quality" and this was written in the context of the software services industry. But having worked since then mostly in the services industry, I have come to realize more and more that one needs to have "heart" in their work to give their best.
What do I mean by putting your heart in what you do? It essentially means you care. You care about how the service is delivered, you care about the quality of the service, the timeliness of the delivery, you care about the happiness of the customer.
When one cares, automatically every detail is addressed. This ensures a high quality of delivery, the customer experience is great and you end up with a happy customer.
Happy customers end up giving you more business.
Putting ones heart in what they do, has to come from within each one. It cannot be thrust upon or commanded. So find the job that you want to put your "heart" into what you do and excel at what you do.
Tuesday, August 03, 2021
Automatic Number Plate Recognition (ANPR) cameras are cameras that can capture and digitize vehicle number plates. We know them very well for the speed radars and that is how speeding fines are issued instantly. Ive known them to be around for 8-9 years but off late they have become affordable and more widely used with integration into resident portals.
Once ANPR cameras are installed at all the entry gates and exit gates, the most important thing to do is to integrate it into the resident portal, so that tenants and owners can register their vehicles into the system and also they can register their visitors into the system. This way every private vehicle entering into the community can be recognized.
What are the benefits of such a system?
- There is no recurring cost needed such as issuing RFID cards or tags. This reduces the cost of issuance of the access control.
- Improves the safety and security as every vehicle that is entering and leaving the community is recorded and is there for ready reference at any time.
- Violations with regards to parking, speeding and any other infringement can be strictly afford as you know now whose vehicle it is.
- Visitors that are staying longer than they are permitted can be identified easily.
- Can understand the frequency of usage of the gates and deploy resources accordingly at high frequency hours.
- Get knowledge about the performance of guards at the gates by analyzing the number of times they manually overrode the system to open the barrier.
- Keep track of taxis entering and leaving the community with caps on how long they can stay inside the community.
- Do occupancy and other demographic analysis based on the type of vehicles coming to the community analyzing such attributes such as type of vehicle, vehicle manufacturer and the number of vehicles coming in and going out.
- During any emergency you can filter exactly how many vehicles are there inside and make informed decisions accordingly.
- Provide accurate information to law enforcement about any vehicle under surveillance.
Friday, July 30, 2021
Here are some situations
- When listening to an issue on the phone/in person/in an email put yourself in the customers shoes and think about how you would react if you had the same issue and what would you expect the response to be. That would help you formulate the right response to the customer.
- If a complaint has been outstanding for a long time and has not been resolved, imagine how would you feel if you had raised the same complaint with a service provider and it was not resolved for a long time. This will help you react and address the complaint a lot quicker, knowing that you would not have liked that to happen to you.
- You want to make the numbers look good for your manager and you end up closing a complaint even though it is not yet resolved. How would you feel if such a complaint you raised is closed prematurely by the service provider without resolving the whole issue?
- if you do not have the knowledge to address the customers queries and complaints, react and respond in a way that you would expect a service provider to react if you called in and they could not address your query or complaint.
- You find a complaint opened for a long time with no response. Would you be okay if a service provider of yours had one of your complaints opened for a long time without closing it or responding to it?
- When responding to a query or complaint, review it by putting yourself in the readers shoes and evaluate if you would be satisfied if you received such a response.
Wednesday, July 21, 2021
1. Go to your customer
2. Provide services in a predictable standardized manner
2. Understanding and predicting your customer
3. Serving them on the platform they already are on
Monday, July 19, 2021
In the last post I was looking at why is it important that leaders have good communication skills. But what do I mean when I talk about communication skills, does it mean just the fact that I can write a good grammatically correct email or can talk the fluently and clearly? Its far from that, yes those skill are important but leaders communicate differently, they have some additional skills that make them so effective.
1. Trust and Belief
When leaders communicates, they communicate so that the team trusts and believes in what they are saying. It is the foundation on which all teams are built. If at any point of time trust of belief in the leader is lost, the team is lost. So when a leader communicates he should build the confidence of the team to believe in what he is saying and he should stand by his word.
2. Know your team
However big the team might be, leaders take the trouble to know and empathize with individuals in their team. They know how to engage each and everyone in their team. When talking in a group they know how to make each one feel like they are addressing them personally. If this means getting down into the trenches to know your team, then thats what needs to be done by the leader.
3. Communicating with an open mind
No leader is perfect and no leader is a know it all. Leaders should have an open mind that there are other people better in the team and should have the confidence to acknowledge it, appreciate it and nurture it. A good leader should be open to criticism and challenging opposing points of view.
4. Be Knowledgeable
When communicating, the leader needs to do it from a position of being knowledgeable on the subject. They need to build confidence in the team, that they have someone to look up to and take guidance from. If you are not knowledgeable in some particular area of expertise, let those that are in the team take the lead and provide the necessary guidance.
5. Listen more and read between the lines
A lot of communication is done by silently listening with an open mind. Not all is openly said, its important to learn to read between the lines and to observe team dynamics. Its important for leaders to keep their eyes and ears open and to absorb everything around them increasing their awareness of everything happening around them.
6. Body Language
Leaders body language should always show confidence however dire the situation is. A sulking broken leader is never going to inspire their team. Giving the right encouragement, showing that you are in control, engaging with the team, rewarding their achievements and hard work at the same time being firm and positive goes a long way in communicating to the team how you feel. Emotions of the team reflect the emotions of the leader. A defeated leader is a defeated team.
Saturday, July 17, 2021
We all start our careers in the junior levels and then work our way up the corporate ladder. As you rise up in the hierarchy it is very important to have good communication skills and to keep improving them, this includes both oral and written communication skills. Here are some of my thoughts on why communication skills important
Leaders need to inspire
The team is going through a difficult phase, could be tough deadlines, things not working according to plan, unexpected roadblocks and so on. It is at this time you see leaders stepping in and inspiring a team to march on, to continue to strive forward and overcome this tough period. A leader should be able to raise the morale of the team and to remind them that they are capable of overcoming all challenges. This is done by communicating with the team effectively and inspirationally.
Leaders need to show vision
Leaders should always understand the bigger picture. They should be able to communicate this bigger picture to the team. This bigger picture needs to be clearly articulated to the team so that each one of them understands it and is on board to achieve it.
Communicate team achievements
All of the achievements need to be communicated by the Leader to the Stakeholders in a clear and concise manner. This will keep the team motivated and at the same time ensure the confidence of the Stakeholders in the team.
Ensuring open communication in the team
A team that communicates well tends to stay together and work in a coordinated manner. Most teams are inspired to communicate better, when the leader of the team communicates well.
The following tips can help leaders communicate effectively
- Know your team well
- Practice what you preach
- Listen actively
- Admit when you are wrong
- Do not procrastinate/delay to communicate bad things
- Be clear and concise
- Use story telling to communicate ideas and thoughts
What I have realized over time is that one needs to start becoming more extroverted as they move up the corporate ladder or enter into entrepreneurial activities. They should not be shy to state their thoughts and opinions and should be ready to speak up both in public and private. Those that communicate well tend to rise up and get recognized quickly.
This is an interesting illustration that resonated with a discussion I was having recently about doing ones best. It perfectly encapsulates ...
You can get an encumbrance certificate online in AP now. In order to get it you have to perform the following steps. Go to the website http:...
This is a repost of the article I published on the 10th of Jan, 2008 as I have added a new ground - Lahari Resorts. View Larger Map In this...
Today my guest post appeared on problogger.net . I wrote about 9 Tips to Start Blogging Successfully . Let me give you a bit of a backgrou...