Ron Kaufman's "The Best of Active Learning!" #84

Best of Active Learning!

Practical actions you can take to improve your service, partnerships and culture.

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The Best of Active Learning!
A free newsletter from Ron Kaufman
Issue #84, 2005

Contents This Month

Partner Power: "We need you."
Culture Power: "No wrong door."
On the Personal Side: What's the point?
Events: Learn with Ron Kaufman -- LIVE!
Recommended: Resources for professional and personal growth
Learn With Ron Kaufman's Bestselling Video, Audio & Books
Share This Newsletter with a Friend!

Index of Newsletters

PARTNER POWER: "We need you."

It is traditional to greet new staff with words like "Welcome aboard." For added impact, add three more words: "We need you."

S.Y. heard about this at a leadership training and tried it with the next person he met who was new to his organization.

"Welcome aboard," he said. "We need you."

The effect was immediate. "I said those few extra words and could feel a difference in this person right away. He could see the importance we gave him and his drive increased on his very first day. These simple words are boosting and do make a difference."

Try it with the next "new person" you meet:

"Welcome aboard. We need you."

Key Learning Point: The way you say whatever you say can have a big impact on your company culture, colleagues and customers.

Action Steps: Try this now: Say "YES" and see how you feel. A bit more energy? A pulse of possibilities? Ready to take some action? Now say "NO". How do you feel? Everything stops, cold. (Go ahead, try it.)

Consider the words and phrases you use with customers, colleagues, family members, and friends. Do they lift you up or let you down? Turn people on, or turn them off? Observe closely, listen carefully, and then choose your language wisely.

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"The meaning of any communication is the response you get."
- Anthony Robbins

CULTURE POWER: "No wrong door."

A common complaint among citizens is trying to find the right government office to get help. A common complaint among civil servants is citizens who call the wrong numbers.

To remove complaints for citizens, the entire government of Singapore has gone on-line with Directories, Site Maps and easy to follow FAQs.

To remove complaints for civil servants, the government changed their point of view by launching a policy called "No wrong door."

"No wrong door" means ANY citizen contact is to be welcomed and assisted, regardless of whether the citizen called the "right" number in the first place. "No wrong door" means whoever answers the call is the "right person" to greet the caller, listen to their needs, and guide them to the most appropriate person for assistance.

"No wrong door." Three simple words that changed the point of view for every civil servant, and opened up the government to welcome, appreciate and kindly assist their customers.

Key Learning Point: Rephrasing the way you look at service situations can help you make subtle but powerful improvements. Is that a difficult customer? Or a customer with a difficult situation? It depends upon your point of view.

Action Steps: Find an area in your business or your life that frustrates, confuses or confounds you. Notice how your upset is connected to your point of view about the situation, not from the situation itself.

Now choose a different way to think about what's going on. Change the difficulty into a challenge, and embrace it. Convert the hassle into an opportunity, and achieve it. Turn your upset and anger into sparks and fuel for making things so much better.

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"Be thankful for what you have; you'll end up having more. If you concentrate on what you don't have, you will never, ever have enough."
- Oprah Winfrey

ON THE PERSONAL SIDE: What's the point?

Brighten enjoys the play of language, moods and meaning. (OK, my being her Dad may have something to do with that.)

We were reading famous quotations together, like these:

"Self-esteem is the reputation we acquire within ourselves."
- Nathaniel Branden

"Life shrinks or expands in proportion to one's courage."
- Anais Nin

"If you don't risk anything, you risk even more."
- Erica Jong

"The only way to fail is to fail to try."
- Jacqueline McLarens

These all seemed quite obvious to Brighten, who promptly added her own quotation:

"If you are right all the time, what's the point of going to school?"
- Brighten Kaufman

* * *

Here's wishing you a month of courage and great self-esteem.
Ron Kaufman

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Dear Ron,

I spotted you with Brighten yesterday but you were going so fast I could not even call out your name. You probably won't remember me since you have conducted so many workshops. I run my own business and your articles remind me that service and attention to details are important.

When I read about Brighten in your newsletter I think, "Hmm, can this guy be real? He writes about something personal AND he must have made up some of these charming stories." Well, I saw the way you carried Brighten and I think it's all real now. I enjoy those personal excerpts very much. Just wanted to let you know.

Regards,
K.D., Singapore

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Attend the GLOBAL SPEAKERS SHOWCASE in SINGAPORE on 2 APRIL 2005

Are you a meeting planner, human resource executive or training manager? Would you like to see 75 top speakers and trainers in the world, all in one place and showing their very best for you?

Mention Ron Kaufman's newsletter and save 50% (or more).
Call now: (65)6296-8768 or write: Admin@AsiaSpeakers.org

* * * * * * * * * * * * * * * * * * * * * *
POST-TSUNAMI RESURRECTION & RENEWAL: Omar Khan presents "Crisis to Greatness - The Leadership Response". Specially designed to help leaders rise above crisis situations and create a better future. Reveals leadership wisdom from the world's greatest turnarounds in nations, businesses and individuals. 28 March 2005 at the Colombo Hilton. Full details at http://www.sensei.lk

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UPCOMING EVENTS: Learn with Ron Kaufman - LIVE!
Extraordinary opportunities to educate and motivate your entire service team. See you there!

WRITING BACK! Learn how to increase customer loyalty through effective written responses to customer complaints & compliments. This intensive, enjoyable two-day workshop has been proven many times in government, financial, medical and professional services, hospitality, manufacturing, retailing and more.

Dubai: 3-4 May 2005
Call (9714)352-7803 or rightsel@emirates.net.ae

Singapore: 26-27 May, 6-7 July, 8-9 September, 24-25 November 2005
Call (65)6376-0777 or Mktg@sqcentre.com

UP YOUR SERVICE 2005! Featuring Ron's most popular and powerful presentations: "The Secrets of Superior Service", "Partnership Power" and "Service Encounters of the Third Kind".

HONG KONG, China: 10 May 2005
Call (852)8203-3260 or cecilia@srpl.net

MANILA, Philippines: 12 September 2005
Call (63)-2-876-5200 or admin@teamasia.com

HOW TO BUILD A COMPANY CULTURE THAT SERVES, SIZZLES & SUCCEEDS!
Learn how to get the best staff and keep them longer. Get the best customers and keep them forever!

KUALA LUMPUR, Malaysia: 29 Sept 2005
Call (60)012 322 5707 or adc@synergyentire.com

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RECOMMENDED: Resources for personal and professional growth.

Learn! Global Speakers Summit 2005. Hundreds of professional speakers. World Class Forum to succeed in a great profession. Singapore, March 31-April 2. http://www.asiaspeakers.org

Listen! Global Motivation Congress 2005, Seven of the best motivational speakers on Earth. Singapore, 4 April 2005 http://www.ticketcharge.com.sg/

Engage! Landmark Education's "curriculum for living" is positive and profound. Integrity, responsibility, commitment. Live a life you really love. www.LandmarkEducation.com

Explore! The Hoffman Quadrinity Process is an intensive 7-day course in personal freedom, compassion and awakening. Proven and lasting results with solid credentials. See www.Quadrinity.com.au

Enjoy! Avatar courses are enlightening and esoteric. Building an Enlightened Planetary Civilization one thought at a time. Get the free e-book, "Living Deliberately", at www.AvatarEPC.com

LEARN WITH RON KAUFMAN'S BESTSELLING VIDEO, AUDIO & BOOKS:
Browse and order from RonKaufman.com or Amazon.com

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"Inspiring people to learn, improve and grow."

Ron Kaufman - Active Learning!
50 Bayshore Park #31-01, Aquamarine Tower
Singapore 469977
Tel: 65-6441-2760 Fax: 65-6444-8292
e-mail: Ron@RonKaufman.com
Visit the Website: http://www.RonKaufman.com

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associates and post it on your company bulletin board or website.

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Thank You!

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