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         An E-newsletter for TEA Members

Executive Update Header
April 29, 2008 - Volume 28, Issue 5

In This Issue
TEA Partnership Update
Organizational Development: What's Your Feedback Style?
From the NAM: National Trend Sees Healthcare Replacing Manufacturing
Customer Service: It's Sometimes the Little Things
You Are Invited To..
 
The Employers' Association's 68th Annual Meeting & Luncheon
 
Tuesday, May 20, 2008
WMU Conference Center
Downtown
 
Keynote Speaker:
 
George ErickcekGeorge Erickcek,
Sr. Economist, UpJohn Institute
 

Is The Worst Over?  A Midyear Assessment of the West Michigan Economy
 
 
Upcoming Training Programs
 

May border

 

 

  6 - Wage & Salary Administration (rescheduled from 4/30)

  7 - Respecting Differences:  Preventing Harassment & Discrimination in the Workplace

  7 - MIOSHA Fundamentals of Safety & Health (3 Wednesdays) (limited seating left)

  8 - Selling Over the Phone - WEBINAR

  8 - Expand Your Influence Power - NEW

  9 - Medic First Aid/CPR Certification

13 - ISO 9001 - Internal Auditor Training (2 Tuesdays)

14 - Documentation:  Protecting Your Company's Employment Decisions - NEW

15 - Making Speeches - How to Prepare and Present - WEBINAR

15 - Turning a Negative Encounter into a Positive

15 - Hi-Lo Certification

16 - Medic First Aid/CPR Re-certification

16 - Bloodborne Pathogens

22 - Hiring and Retaining Spanish Workers - WEBINAR

22 - Customer Problem Solving

29 - Basic Leadership Skills - Fast Track

30 - Basic Leadership Skills in Spanish / Conocimientos de lidera zgo básicos en español" - NEW

 

For more information or registration, please refer to your 2008 Spring/Summer Catalog of Seminar & Certificate Programs or visit our website,

Congratulations
 

As a co-sponsor of the MIOSHA Training Institute (MTI), developed by MIOSHA's CET Division and Macomb Community College, The Employers' Association would like to congratulate the first MTI Graduates.  The following students recently completed some of their required courses through our offered programs:

 

Kyle Frailing, Miller-Davis Company, Kalamazoo

Diana Head, Checker Motors, Kalamazoo

Jessie Hamlin, Mueller Industries, Portage

Jamie Sleight, Michigan Packaging Company, Mason

Matthew Johnson, Self-employed

 

For more information on MTI programs sponsored by TEA, refer to our 2008 Spring/Summer catalog or visit www.teagr.org.

 
 
FROM THE PRESIDENT...AS THOUGHTS TURN TOWARDS SUMMER
President Dave Smith 
by David J. Smith, CAE, President & CEO
 

Summer was once a time to relax, a time to collect our thoughts before our children returned to school and our lives became filled with "business as usual."  Travel was easy and relatively inexpensive.  Gas wars and pricing "battles" encouraged us to set off for the great outdoors (without concern for whether you could afford to return once we arrived at our undetermined destination).  Employees were able to organize their activities (find their desk, perhaps???) as the world seemed to slow in recognition of the beauty around us.  Where have those lazy, hazy days gone?

 

Michigan is "economically challenged."  We are told that "the last manufacturer out should turn off the lights" by our newspapers.  We hear about company closures but rarely about those that are thriving.  We read about reductions in workforce but rarely about the partnerships being forged to service new markets.  We see the difficulty "displaced employees" are having in securing new jobs but rarely about those that employers find impossible to fill due to a lack of qualified individuals.  Our hotline is filled not with "How do I survive?" questions but rather with "How do I better manage growth?" or "How can I establish accountability within my workforce?"  We have been inundated with calls about how to encourage supervision to lead the change process, about ways to better motivate a workforce, about leveraging employee "buy-in" to change initiatives, NOT with calls about plant closures or reductions in workforce.  Our days here at The Association ARE NOT reflections of summer days gone by, they are an interactive display of business relationships in transition.  Change, however, requires active participation, not passive observation.

 

What are YOU doing this summer to prepare for the changing economy?  Are you reading, researching, and investigating new opportunities (or are you sitting back watching what others are doing, hoping to capitalize by mimicking their efforts)?  Are you exposing your supervisors and managers to new motivational techniques, helping them to understand the real generational differences they will be facing as they lead today's emerging workforce (or are you nurturing the status quo, hoping that doing things the way you've always done them will produce new and improved results)?  Are you developing systems and structures that will help give direction to your employees, establishing predictability and consistency (or are you maintaining your "desk drawer" systems that give YOU guidance but are not openly available to employees)?

 

OUR spring has been unusually busy, and summer promises to be equally hectic.  We are helping members by coaching key employees, by establishing transparent compensation systems, by developing and communicating fair and consistent practices in their Handbooks, by promoting change in Leadership techniques.  Perhaps Michigan's economy is struggling, as the news media would have us believe, but we have seen vibrant growth, intelligent preparation for change, and an aggressive "never say never" approach towards new products and markets.  If you haven't yet taken your eyes off where you've been as an organization or what you're currently doing to survive, shifting them to what needs to be done so that you can get where you need to be in order to thrive, give us a call.  While we might have enjoyed the "old" days of summer, looking forward is much more rewarding for us, and hopefully to you, as we continue to grow!

Welcome New Members
 
Welcome
 

The new members listed below represent employers within the West Michigan area who have joined the ranks of those committed to strong, positive employee/employer relations.  It is a pleasure to welcome these new members into our family:

 

*Big Brother Moving Co.

 
In Response to Your Requests...
 
Basic Leadership Skills in Spanish

Conocimientos de lidera zgo básicos en espa ñol"

 

***Limited Seating***

 
BLS spanish pic
 

Friday, May 30, 2008

 

More information.

 
 
Attention HR Professionals...
 

Gather Round an HR Roundtable

ARE YOU LOOKING FOR ANSWERS?

DO YOU NEED SUGGESTIONS?

WANT TO MEET YOUR HR PEERS?

LOOK NO FURTHER...

 

TEA's Human Resources Round Tables are an informal networking opportunity where participants have the opportunity to bring their professional issues to the table and get the immediate feedback from 12 to 20 other HR professionals.

 
 
Call TEA First...
 
Hotline
or email tea@teagr.org
 
Providing practical solutions to Human Resource-related issues BEFORE they escalate into legal problems.
TEA PARTNERSHIP UPDATE
 
by Rob Strate, SPHR, Director of HR Services
 

TEA is pleased to announce our newest members only Partnership with Paetec, one of the country's leading telecommunications and Internet service providers.  Paetec recently merged with McCleod USA and offers a single point of contact for integrated services, data networking, broadband and hosting, and local and long distance telephone service.  For more information about Paetec's cost-effective communications solutions, click here.

 
WHAT'S YOUR FEEDBACK STYLE?
 

by Ellen Levey, Director of Organizational Development

 

Here's a little quiz for you!  Answer yes or no:

 

1.     Have you ever ignored an employee's behavior with the hope that it would go away?

2.     Are you known for constantly criticizing behavior without suggesting better ways?

3.     Do you offer advice and support more often than you are critical?

4.     Is positive reinforcement a part of your leadership style?

 

If you have answered, "yes" to the first two questions and "no" to the last two you might want to consider both your feedback style and the kinds of messages that you send.

 

There are four basic types of feedback that we give.

 The first is Silence when we ignore a behavior and hope it will improve or disappear.  We avoid conflict by not responding to the behavior when our instinct tells us that it is going to be a problem.  When we do this we send one of two messages:  we don't care or it's okay. We actually want the behavior to stop but don't want to end up in a confrontation.  Result:  the behavior continues. 

 

The second type of feedback is Criticism (negative).  We see an employee doing something that is inappropriate or interfering with performance.  We approach them and tell them to stop or raise our voices and we don't really help in correcting the issue.  Negative usually begets negative. Obviously if there is a safety issue we need to address we must make sure that correct approach and behavior is practiced.  Result:  The behavior continues and the attitude or acting out may increase.

 

The third type is Advice:  We offer support when we see an employee doing something that interrupts or upsets performance.  We offer coaching and support in a consultative manner to revisit the desired performance and results.  Result:  The employee understands the what and why and feels supported in correcting the behavior or performance.

 

The fourth type of feedback is Reinforcement (positive).  We offer positive words of praise to encourage the behaviors and performance that we want to see.  Instead of reinforcing the negative, we celebrate the positive.  Result:  More motivated and engaged employees.

 

We all have choices on how we approach and give feedback.  Let's study our options and help to create a more motivational environment by choosing more carefully how we give feedback.

 

NATIONAL TREND SEES HEALTHCARE REPLACING MANUFACTURING
 

(National Association of Manufacturers, Manufacturing Economy Daily, 4/18/08)

 

In a front-page story, the Wall Street Journal (4/15, A1, Dougherty) reported that "[g]rowth in healthcare is fueling local economies across the country, as medical facilities replace factories." Across the U.S., "while the number of manufacturing jobs nationwide fell by 48,000 in March and by 310,000 over the past 12 months, healthcare employment rose by 23,000 last month and is up 363,000 jobs on the year." Still, "[t]here are downsides to healthcare's ever-increasing role," such as a local economy "overly dependent on government programs like Medicare and Medicaid." Moreover, "inequality is a risk, too," as healthcare often provides "a wider income gap between what the highest- and lowest-paid workers earn than there is in manufacturing." Also, "[h]ealthcare also requires more training in order to advance. Unlike in manufacturing, where workers could start right out of high school and ride a seniority escalator to better wages and benefits, healthcare workers primarily move up the ladder through education."

 
Though a national trend, we can see a similar case developing here in West Michigan.  Be sure to join us at our May 20 Annual Meeting to learn more about our local economy and the coming growth trends in our market!
 
IT'S SOMETIMES THE LITTLE THINGS
 

by Lynne Goede, Manager of Membership Development

 

In the rush of doing our business day to day, it is sometimes easy to forget why we're in business.  To paraphrase a past political campaign "It's the customers, silly"!  We're here to please customers with great products and services - period.  If our customers aren't pleased, we don't deserve to exist.

 

There are many good reasons to provide good service.  According to the Harvard Business Review, an organization can realize profit increases of 25-85% with only a 5% increase in customer loyalty.  "Quality and price only gets you in the game - service wins the game." (Tony Alessandra)

 

While systems are important to ensure consistent levels of service and response time, we should always focus on the little things that make a big difference.

 

Someone sent me a handwritten thank you card several weeks ago.  I still have it in my office because it was so thoughtful of that person to acknowledge something I did.  Do you thank your customers for their business?  Is your gratitude presented in a personal way or in a mass mailing?  One very successful businessperson writes five handwritten notes every day thanking his customers for their business.  That is 25 per week, 100 per month, and 1200 per year of notes that didn't ask for anything from his customers.  Gratitude is a powerful expression - one business would do well to express (often)!

 

Employees make mistakes.  Companies make mistakes.  We all know this.  It's how a company fixes a mistake that remains in the mind of the customer on the receiving end of the error.  Only one in ten customers complains about a mistake or problem to a company.  Can you guess what the other nine do?  They go elsewhere.  The one person who took the time to complain is doing you a favor.  He or she is giving you another chance to keep his or her business.  How you resolve the problem can create a loyal fan. 

 

Remember - your customers won't love you because you give bad service but your competitors will!  People talk.  Never give them something to say you don't want others to hear.

 
This newsletter is published at 5570 Executive Parkway SE, Grand Rapids, Michigan as a general information service to all members and offers data from many sources. It is not designed to render legal advice or opinion. Such advice may only be given when related to actual situations. Our staff can assist you in interpreting and applying this information to your needs.  For questions or replies to this newsletter, email pmollica@teagr.org.