Is Your Franchise Flying Blind?

EOS Issues

How to Recognize and Address Your Core Business Issues.

Over the past several months we have highlighted the various components within the Entrepreneurial Operating System (EOS).

  1. Vision
  2. People
  3. Issues
  4. Data
  5. Process
  6. Traction

While each of the 6 components of the EOS Model is a separate entity, they inherently interact with each other in some capacity.  Each individual component needs to be solidly identified if the EOS is going to help the company’s health and growth.

For example, while most companies think that the Issues they are having are unique, in actuality there are only about 25 different Issues that companies have faced since the beginning of time.

Issues: IDS

Let’s examine one company in the news lately that lost close to $1 billion in the market because they failed to handle an Issue properly.  The company in question is, of course, United Airlines.  My purpose is not to get into a debate of the legalities (or illegalities) of what happened, but to merely show you how important it is to go through your own IDS (Identify – Discuss – Solve) for any Issues you might have. Let’s start with what happened within United’s chain of command that broke down so horrifically into a continuing PR nightmare.

From United’s website:  “We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day.

Our goal is to make every flight a positive experience for our customers. Our United Customer Commitment explains our specific service commitments so that we can continue a high level of performance and improve wherever possible. The commitment explains our policies in a clear, consistent and understandable fashion. We have detailed training programs and system enhancements to support our employees in meeting these commitments, and we measure how well we meet them.”

 

Very interesting…so what happened, what’s the Issue?  From what I’ve read in the various media posts, someone realized that they needed to get 4 crew members to Louisville for the next day.  They had a Process for this, eventually randomly selecting passengers to “volunteer” their seats. It’s still inconclusive as to if that Process called for having police “enforce” that policy.

Part of the process of identifying the key Issue here is to ask a few questions:

  1. Why a PR nightmare?
  2. What happened & What could have been done better to resole this Issue?
  3. Solution:  Analytical tools, Process modification, People

From our February e-newsletter on issues, “Only when the real root Issue is identified should you and your team begin the discussion phase.” What is the real Issue that United is facing?  I’ll suggest a few, but this list is by no means conclusive.

  1. Too much concern for the bottom line that Wall Street requires (Data component)
  2. Too little concern for their paying customers (a direct conflict with their Vision)
  3. Faulty Process
  4. Process driving People, rather than People driving Process

Hopefully, Oscar Munoz, the CEO of United is going to give more than lip service when he states his apology for ‘re-accommodating’ passengers. What happens over the next few weeks will be telling as to how seriously United takes this Issue.

What types of Issues are you facing within your company?  If you would like to have  an Issue Review Session with coach Thom Torode, click here to schedule.

Thom Torode is a NJ based Professional Executive & Business Coach and EOS Implementer. Having owned and operated over 5 different businesses he is currently the Managing Director for Sunrise Business Advisors.   Thom’s expertise includes working with those business owners who have plateaued getting them unstuck and back in growth mode. Additionally, Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

 

Does Your Business Need a Laugh Break Pt 3

Laugh Break

Laugh Break

In Part 1 & 2 of Does your Business Need a Laugh Break we talked about the benefits a good laugh can bring to your business.  Now let’s take a look at the ancillary benefits then give you those 7.5 Ways for Bringing More Humor Into Your Business Life.

Consider these three areas Stronger Connections, Happier Workers, Creative Problem Solvers:

Stronger Connections

Laugh breaks tear down barriers, builds relationships and allows for better communication among coworkers. People with a sense of humor often have the ability to deal effectively with people and work issues; they are able to keep the severity of problems in perspective.

Humor also enhances motivation, collaboration and team-building, quickly creating a climate in which people feel motivated, energized and ready to contribute. You could say that the group that plays together stays together.

Happier Workers

Laugh breaks reduces workplace stress, and breaks up boredom and fatigue. Happier, more relaxed workers are able to better focus on tasks, make fewer errors in their work and produce more. They also stick around longer, are absent less and don’t burn out.

Humor also helps to minimize resistance to change. It is a good weapon to defend against the stress of reorganizing, downsizing, outsourcing and other negative trends in today’s workplace.

Creative Problem-Solvers

Humor unleashes much-desired creativity and divergent problem-solving. For example, good jokes guide us down one path only to suddenly track us onto another with the punch line. This breaks the mind set of our thinking and leads to increased creativity.

The bottom line: All work and no play isn’t even good for work.

 7.5 Ways for Bringing More Humor Into Your Business Life

(How to have a Laugh Break)

Attention all executives and managers: Lead the humor parade. Fun and laughter affects attitudes. And once you affect attitudes, you can unleash a new level of productivity and commitment in your organization (or in yourself). But where do you start? Following are just a few suggestions to get your own creative humor juices flowing:

1)     Figure out your humor profile. Listen to yourself for a few days and see what makes you laugh out loud (and be honest!). Have your coworkers or staff do the same.

2)     Make it a point to look for humor. The more you do, the more you’ll find (and receive!). Try looking at things from an out-of-the-ordinary perspective.

3)     Collect humor. Using your humor profile, start a funny file, collecting cartoons, jokes, comic strips and stories from newspapers, magazines and friends. Set aside a portion of your office or desk or wall as a “humor corner.”

4)     Encourage laughter in your department. Establish a humor bulletin board, keep a prop box, play simple games on a regular basis, gather a “fun committee,” encourage humor breaks.

5)     Laugh at yourself. One of the characteristics of effective leaders is the ability to laugh at themselves when things they try don’t work. Without that, people view them as critical.

6)     Use humor in the course of normal business. Add humor to presentations, performance evaluations, meetings, in memos, newsletters and emails, and at parties and recognition events.

7)     Keep the humor appropriate for the office. Never poke fun at anyone in a subordinate position in the organization and be careful not to offend others with humor that deprecates anyone’s beliefs or backgrounds. There is plenty of wonderful, clean humor out there.

7.5)  Every night at dinner, make family members share one funny or even             embarrassing  moment of their day.

laugh

Sunrise Business Advisors is a Morris County based coaching, mentoring and leadership development firm.  They are also licensed facilitators for Elevate Your Leaders.  They may be reached at 862-219-6890

Author’s content used under license, © 2008 Claire Communications

Does Your Business Need a Laugh Break?

Does Your Business Need a Laugh Break?

Thom Torode, MBA (1 of 3)

 laugh breaks are the best medicine

The idea that laughter promotes good health first received widespread attention through Norman Cousins’s 1979 best-seller, Anatomy of an Illness. But centuries earlier, astute observers had ascribed physical benefits to humor. Thomas Sydenham, a seventeenth-century British physician, once observed: “The arrival of a good clown into a village does more for its health than 20 asses laden with drugs.”

Does your business need a laugh break? Executives and managers today are increasingly acknowledging that laughter is good not only for personal health and well-being, but for career success and overall workplace wellness as well. Around the office, laughter can motivate and facilitate team building, improve stress management, and increase productivity and morale.

In other words, business can (and should) be a laughing matter.

Here’s what the American Association for Therapeutic Humor, composed of more than 600 health care professionals who study the effects of humor on humans, is discovering:

Laughter decreases the amount of stress hormones in the body, activates the cells that boost the immune system and increases the activity of natural killer cells that go after tumor cells and fight viruses.

  • Three minutes of deep belly laughing is the equivalent of three minutes on a fitness rowing machine. This kind of laughing also releases anti-depressant mood chemicals.
  • By the time a child reaches kindergarten, he or she is laughing some 300 times a day. Compare that to the typical adult who, one study found, laughs a paltry 17 times a day.
  • When you laugh, your heart rate goes up, bringing more blood and oxygen to the brain. You also breathe faster, expanding your lungs.
  • Laughter increases production of catecholmanines, which increases the level of alertness, memory, and ability to learn and create.
  • After you laugh, you go into a relaxed state. Your blood pressure and heart rate drop below normal, so you feel profoundly relaxed.

So with all their prods and wires and gizmos and gauges, professionals are telling us what we knew all along: when we laugh we feel better. It doesn’t take much to reach the conclusion that all this extra brain power and relaxation leads to enhanced performance at work.

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Look for pt 2 on some additional benefits.  In the mean time check out this page for your own laugh break of the day.

We want American Leadership

Gallery

“We Want American Leadership, “ said a member of a diplomatic delegation of a major U.S. ally. He said it softly, as if confiding he missed an old friend. For those looking for political pundits taking sides in what has … Continue reading

Formula for Change

Formula for Change

Very few things conjure up feelings of stress and panic like change.  I was having a conversation with a friend about some changes he encountered this week, it was for the most part just a typical week.  Except for perhaps one major event in his life; Apple introduced their newest, most advanced operating system yet; “The world’s most advanced mobile OS. In its most advanced form.”

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Wow then our conversation took off, he at first fought the change, then decided to go for it and then the panic crept in.  He mentioned how he was a little dissatisfied with how things were currently, perhaps in comparison to some of the “other” devices on the market.  Apple did an amazing job painting a picture of a vision of what the new OS could mean, but as my friend flip flopped on the decision, back and forth.  Should he or not.  Finally, after debating with himself for hours, calling me at least 3-4 times, as well as probably another 2-3 people, he wore through his resistance and made the first step to start the download.  He found the upgrade setting on his phone, found out he needed to delete some items from his memory in order to upgrade (more resistance) finally started it and in a mere 15 -20 minutes was joyfully playing with the phone.   Ahhh stress relieved and life moves on.

The Formula:

Let’s dissect what my friend went through according to the Formula for Change, originally introduced in 1969 by Richard Beckhard and David Gleicher and made popular by Kathie Dannemiller.

D x V x F > R

Essentially 3 things or factors must be present for any substantial and meaningful change to take place:

D = Dissatisfaction with how things are now;
V = Vision of what is possible;
F = First, concrete steps that can be taken towards the vision;

If the product of these three factors is greater than
R = Resistancechange-formula

Part of why I think my friend flip flopped on the decision was he wasn’t completely dissatisfied with the status quo.  What probably transferred him the most was the how if he doesn’t like being behind from a technology standpoint.

Having a better understanding regarding the how and why of resistance impacts the decisions we make, which in turn will have a major impact on the stress in your organization.

When you’re ready to create change within your organization: anticipate the need, paint a clear picture for your intended future, and review concrete steps which must be taken to move to your intended future.

Think about the Formula for Change in your organization or company and how it’s helped bring about meaningful change.  What are some of the steps anTime for changed factors you went through?