Workplace 101: A Profiles Global Business Blog

Who Is the Employee Behind the Mask?

I’m sure you’ve overheard a coworker on the phone using a pleasant, sugary sweet tone but then mutter a few expletives the moment the call ended. What if you were the person on the other end of the phone? What are your employees’ real attitudes towards you, your company, and their work?

For the past 18 months, the Profiles Research Institute conducted an ongoing study to help organizations bridge employee generational gaps.

In the past, managers were generally older than the people they managed. In recent years, we have seen this is no longer the case. Research clearly shows that this presents some unique challenges and that these managers need help  managing multi-generational workforces to avoid conflict and a decrease in staff morale.

A global leader in business process outsourcing, Sitel is well-known for providing customer call center’s and back offices services, as well as customized solutions in risk management, tech support, sales and collections.

Guest post by Mark Hunter "The Sales Hunter"

Managing a sales force can seem at times like trying to herd cats or force water to go uphill.  Having had the privilege of leading numerous sales teams across multiple industries, I can share more than a few stories (good and bad).

After more than 25 years of sales management experience, let me share 4 steps I believe are essential.

Today, many companies face pressure to retain their very best, high performing employees. However, some of these employees can be ‘difficult’ at times. Or as we have suitably named this report, “Jerks, Prima Donnas, Divas, and Hotheads.”

Baylor Business Review examines America’s small businesses

52 percent of U.S. employers have trouble filling “mission-critical positions,” up from 14 percent last year found by the annual Manpower employment survey. That’s more than a 300 percent increase in the number of companies having trouble finding the right people for the right job.

In case you are catching up on your reading or just joining us, here are our top stories for the last two weeks, October 8, 2011 - October 21, 2011. Check out the hot topics in Leadership & Management.

Everyone gets sick sometimes. Some illnesses are mild inconveniences while others can knock you on your butt. As we enter cold and flu season, what’s the impact on profits and productivity from employees who either call out sick, or who come to work and underperform while infecting their coworkers? And what policies do you have to cope with sick employees?

Ways of motivating employees without money

After his first year as CEO of General Motors Co., Dan Akerson sat down with reporters last week to discuss the direction the company is taking. At the end of September, GM signed a four-year agreement with the United Auto Workers union which is aimed to create more jobs, specifically tier-two factory workers.

Although the current financial situation is tight for many companies, leaders at Regus feel that assessments have helped them keep hiring decisions grounded, compared to impulse-based decision-making that high pressure can sometimes foster. This has been an issue for Regus in the past. They decided it was time to evaluate their hiring strategies to make more informed selections when making hiring investments.

When it comes to selecting a high performing team, team assessments are essential, especially when conflicts arise. Here’s a common scenario:

You’ve assembled an expert team of workers who fit their jobs well and are aligned with organizational goals. They are high performers and you could not be more pleased with each of them individually.

Why Best Buy Delights While Its Neighbor Disappoints

Engaged employees can make all the difference in a business. My local Best Buy and its neighboring competitor coexist in shocking contrast to each other. The Best Buy is a shopper’s paradise with neat and orderly displays and plenty of helpful staff to offer great advice in a low-pressure environment. Meanwhile, the adjacent office supply store (that shall remain nameless) has stale displays and several areas are in need of cleaning. Worse, several employees seemed to spend most of their time on cell phones — and the conversations were not about work.

According to research from the Corporate Executive Board, 40% of internal job moves made by people identified by their companies as "high potentials" end in failure. Many organizations make the mistake of looking simply at ability when assessing an employee for a management job. Think of the hot-shot sales rep or the genius software engineer. It is incredible how often high producing individuals get promoted into management jobs that require a totally different mindset to be successful.

Guest Post by Alissa Finerman, Coach/Speaker and Author

“There is no passion to be found playing small, in settling for a life that is less than the one you are capable of living.” ~ Nelson Mandela

Life is a series of choices. Everyday we are given the opportunity to make new choices that align with our values and goals. Our choices can range from something simple such as getting out of bed or hitting the snooze button when your alarm rings (often not that simple) to changing jobs, starting a new business, leaving a relationship, or relocating to another city.

Managing high performers with difficult personalities is one of the greatest managerial challenges that leaders face. We see it all the time across every industry and function. Whether it is the rainmaker with the golden rolodex, the genius software engineer,  or the prickly neurosurgeon, sometimes we can't live with these people but we can't live without them. So, what can leaders do to bring out the best in these people while minimizing negative impact they have on their co-workers and the organizational climate?

Colonial Properties Trust is a leading real estate investment trust that owns a portfolio of multifamily, office and retail properties.They set a goal to significantly reduce turnover levels in their multifamily division. Colonial Properties Trust and Profiles International began working together in 2005.

We celebrate Columbus Day each year to honor the man who led the expedition that discovered the Americas.  Where would we be without his efforts? Christopher Columbus demonstrated several remarkable traits that are just as applicable today as lessons in business and leadership effectiveness as they were more than five centuries ago.

According to the Corporate Executive Board, nearly 60% of frontline managers underperform during their first two years and more than 50% would rather not manage people.

The effects of poor frontline management may be particularly damaging at service companies, where researchers have consistently detected a relationship between the attitudes and behaviors of customer-facing employees on the one hand, and customer perception of service quality on the other.

In case you are catching up on your reading or just joining us, here are our top stories for the last two weeks, September 24, 2011 - October 7, 2011. Check out the hot topics in Leadership & Management.

In today's economy, nearly every organization faces pressure to reduce waste and run at peak efficiency. For many, this means eliminating positions that don't add sufficient value to the organization, and either eliminating or redeploying people in those roles. Those organizations fortunate to be growing face pressure to hire better, cheaper and faster.

Should you be using skills tests as part of your hiring process? Imagine interviewing several potential hires for a position, and narrowing your search down to two. Both candidates have excellent resumes that include experience at reputable companies within your industry.

Apple has lost a visionary and creative genius, and the world has lost an amazing human being. He has been an inspiration to me, my team, and many of us in the Profiles family. I think the video below sums-up the impact he has had on our lives. We thank him for his tremendous contribution to society.

In a perfect world, work would always be enjoyable, and work environments would promote productivity and engagement. Unfortunately, this is rarely the case. People find themselves in sticky situations or conflict with coworkers. Some personalities and behaviors are oil and water, and they will never mix. Fortunately, the right employee assessments can nip co-worker conflict in the bud, and minimize drama and disruption.

Understanding the difference between the role of a "manager" and a "leader" is crucial to maximizing the potential of your people. A manager's job is to plan, organize and coordinate. A leader's job is to inspire and motivate. Leadership and management must go hand in hand. They are not the same thing. But they are necessarily linked, and complementary. So, what can organizations do to help good managers become better leaders?

In 2009 and 2010, the average number of fatal workplace injuries in the US was 4,549 according to the Bureau of Labor Statistics. While most office workers have relatively safe working environments, there are still a number of industries with jobs that put people at risk. How safe are your employees and what can you do to limit workplace dangers?