I was asked in an Executive Briefing by a Vice President, “If you had a limited budget and you could only invest in one.  Would you invest in Strategy or Skill?”  Given what I do naturally I chose “Skill.”  I further explained why just prior to playing golf with him at the Atlanta Athletic Club.

“We could spend a week developing strategy on playing this course.  We could build a unique plan of action for each hole.  Or, we could spend that time perfecting our golf swing to become proficient and talented at hitting the golf ball.  Which one would produce a better result on the course?” 

Yet, I am mystified by the number of companies failing to improve skill and focus only on strategy and education.  So much so they actually refer to strategy and education as training.  “If you really wanted to be talented at (pick any ability) would you…”

1.       Hire a motivational speaker

2.       Read a book

3.       Attend a seminar or lecture

4.       Watch a video

5.       Practice with an expert coach under actual conditions

The first four describes much of what most people refer to as training.  It is not.  In each case you would have to go out and train yourself.  Most people would generally give up after a few tries if the result was unsatisfactory.  By the way the few tries in business could be really expensive and damaging.

The last one sounds expensive, but there is a way to do that with multiple people at the same time thereby reducing expense.  Would you let a doctor operate or teenagers drive, if the training they received were the first four on the list?  Probably not!  So why then would we train mangers, service people, consultants, salespeople or any level within our organization that way?

I have attached our Coaching Methodology for your review.  We have been improving for over 30 years the ability to influence which is the skill necessary for the most critical elements of business:  Leadership, Teamwork, Supervision, Customer Engagement, Sales and Service.

Click here to download:

Coaching_Methodology-e.pdf (54 KB)

(download)

Click here to download:

Coaching_Methodology-e.pdf (54 KB)

I love Chinese, Thai, Japanese and Vietnamese food.  Usually if you go to the restaurant you are looking at some calorie intake.  Look at the picture of the container.  Only 290 calories, 19g of whole grain and 16g of protein.  The South Beach Diet would like this dinner.

It was very good.  Once again Healthy Choice comes through with what is pictured on the outside looks like what is in the inside.  Once again this dinner is truly for the person who desires no cooking.  No need to stir.  Put into the microwave for 5 minutes and boom, it’s done!  Poor the meat and veggies into the sauce and there you have it.  That is worth a couple of points.

Healthy Choice Café Steamers’ Beef Teriyaki is 88.

Over 90% of communication is based on ‘how’ it is said.  Less than 10% is in the words.  So much can be misinterpreted on email, text or tweets.  Take for instance these words “Oh Really.”  I could say them with enthusiasm, boredom or skepticism and the meaning would change based on 'how' it is said.  Anyone in a relationship who has heard the words “No, nothing is wrong,” knows better.

You have the ability to change text to bold, color, capitalize to convey to try to convey how you feel yet it seldom works.  People don’t read the email how you felt writing it.  They read it based on how they feel reading it.  Often this can cause serious problems and can damage relationships. 

Given that what should we do about emails, texts and tweets?  My client had the best simple rule.  If it is not praise or just information, don’t send it.  A simple rule yet so accurate.  Next time you plan to email, text or tweet, take a close look at what you are sending.  If it is praise or information go ahead and send.  Anything else better call instead.

After yesterday’s Salisbury Steak by Healthy Choice I had to have this to do a direct comparison.  I liked Smart Ones better.  The green beans were edible.  Putting them with the rest of the vegetables was smart so they were covered by the gravy. Ahhh hence the name Smart Ones.   Anything is better with gravy.  The potatoes and carrots were aslo well done.  The Salisbury Steak had a spice that was better than Healthy Choice but it still seemed like Meatloaf.  Really can someone tell me the difference between meatloaf and salisbury steak?

It was only 230 calories so it wins the calorie war, but the sodium was a whapping 740 mg.  I learned that Smart Ones is a Weight Watchers product.  The package comes with an invitation to take part in Weight Watchers Points Plus Program.  Salisbury Steak was only 4 points.  Smart again.  I will have to have more of these crafty dinners from Smart Ones.

Smart Ones Salisbury Steak Score 87

(download)

Click here to download:

smart-ones-salisbury-steak-oDoDADyepCrCeBtaoiab.zip (2.15 MB)

Seriously, what is Salisbury Steak?  It is amazing how much it seems to have in common with meatloaf.  I really think it is the same thing.  Do they call meatloaf something else in another part of the country?

Only 310 calories but lots of sodium 590mg.  The dinner was pretty good.  Once again Healthy Choice comes through with what is pictured on the outside looks like what is in the inside.  This dinner is truly for the person who desires no cooking.  No need to stir.  I listened to a comedian who said "if I have to stir it technically I am cooking."  No stir but you do need to remove the film over the dessert.  I have left it before and I can tell you the bubble over effect is no fun.  Do it, less clean up in the microwave later.

The meatloaf…ooops sorry Salisbury Steak was good and so was the dessert.  Potatoes and gravy…nice!   The green beans were awful.  They were waxy with no taste.  Sample the green beans twice and gave up on them. 

Healthy Choice Homestyle Salisbury Steak Score 80

(download)

Click here to download:

healthy-choice-homestyle-salisbury-steak-hdCAJzEblezgfHxujaaH.zip (1.98 MB)

Every sales process owes its existence back to the 60s Xerox sales process.  It has been reworked several times, but fundamentally it is still the same. 

• Establish Rapport
• Initial Business Statement
• Needs Analysis
• Feature-Advantage-Reaction
• Objection Handling
• Close

All of us were armed with this process early in our careers.  Once we engaged the customer, we soon realized though, there was a lot more to it than that.  Customers didn’t wait till the end to object, did they?  What does establish rapport really mean?  Would I want to be 'handled' if I objected or had a concern?  I would be willing to bet if we submit ‘What does establishing rapport really mean?’ as a conversation in LinkedIn Groups, we would get a multitude of responses.

Yet some survived and they honed a skill to make the process work.  That skill is “The Missing Link.”  It is what separates the newbie from the experienced and the average from the best.  If you asked your best people what is it that they do that makes them successful, they will at best, tell you a war story or about what they do.  Ask them “What is the actual skill you use when you engage the customer?”  I am confident no one could answer.  Most are stumped.  Yet for them the ability is intuitive, but they can’t put it in terms they themselves can answer or replicate on demand.

I believe that ability has more in common with Leadership than the traditional tactics and gimmicks found in most customer engagement training.  That skill can also be defined, demonstrated and trained to sheer talent and proficiency as well.

The PAR Group has been validating our skills for over 32 years with over 500 companies in 25 countries.  Even now I am willing to prove it at no cost or obligation in the context of any business.

This frozen entree has everything but meat!  For me that can be a disappointment.  The main focal point is the meat isn't it?  Well not according to my mother-in-law.  She is a loyal Dr. Furman fan who suggest that meat should not be the focus of the meal, vegetables high in vitamins are the main dishes.  I call him Dr. Vermin but hey he may be right.  So I am now trying to eat more vegetables and less meat. 

The veggies were crisp and not soggy.  Remember it is very important to follow the directions on the package for heating.  Two minutes then stir and another two minutes in the microwave is a must.  The contents of the package did look like the picture.  Once you stir it though it loses the attractive appearance.

The dinner was good but not great.  That may be because of no meat, but hey I am a guy.  The pesto stays with you during the day.  So if you are going to eat this at work, I suggest being able to brush your teeth afterwards and mouthwash would be helpful too.

Overall I give it a 80.  I would recommend it to all my vegetarian friends.

Not your Mama’s meat loaf that's for sure.  I am wondering if meat loaf and Salisbury steak are in fact the same piece of processed beef.  The only difference is the sauce on top.

Only 350 calories but lots of sodium 550mg, the dinner was pretty good.  The contents look like the picture on the outside of the box.  More than I can say for any Kashi dinner I have had.   They say you eat with your eyes first.  That’s bad news for Kashi.

What can be better than mash potatoes, gravy, corn and dessert?  Real meat loaf!  Unfortunately that wouldn’t make it a low cal dinner.  The potatoes, gravy, corn and dessert were excellent and that is why Healthy Choice gets a good score even though the meat loaf was well…not your Mama’s. 

Healthy Choice Classic Meat Loaf Score 87

Listening has been taught for the better part of 100 years.  Yet what is it that people say, “Salespeople don’t…Managers don’t…Spouses don’t…Children don’t…Parent’s don’t…”  The list could go on forever.  Listening may have been taught but it is not working out to well.

Almost every management, sales, consulting and relationship book emphasizes need to listen well.  It is the essential element to be able to perform well the most successful skills of business:  Leadership, Management, Teamwork, Consulting, Service, Coaching and Sales.

So what’s wrong?  What’s been missing?  When taught listening is focused on the listener.  Yet the world’s leading authority on whether you are an excellent and accurate listener is not you the listener.  It is the one who is being listened to.  You can focus all your energy and skill on listening but if the other side doesn’t believe it; it doesn’t matter.  So listening is more than listening.  It is not passive at all.  The best listeners; the ones accused of being great listeners demonstrate their listening.  How?  By letting the other side not only were you listening and understanding that you care about what they have to say and it had an impact on you.

You have seen it and experienced many times.  Most of us who injured ourselves ran to our Mom, who was ready, willing and able to show us how much it mattered to her.  She not only heard you; she showed she cared and it caused you to feel better.

That kind of ability can be replicated, taught, practiced and perfected in any position, role or authority.  I submit it is the very key to open communication.

Tom Herrington

Senior Partner

The PAR Group

www.thepargroup.com

One of my favorite things is to compare my actual meal to the picture that it is supposed to look like on the box.  Really doesn’t compare in this case does it?  Let’s be fair though, very few items look the same as the picture on the menu or the sign.  Many years ago, I ordered a Denny's Grand Slam.  When it was delivered I said that is not what I ordered and pointed to the picture on the menu.  "This is what I ordered, that looks nothing like it."  I accepted it out of fear of what could come next.

The Red Curry Chicken delivers in taste.  It has a nice spice to it.  That spice may be too much for some people.  The veggies are crisp and crunchy, not mushy like some frozen dinners.  Kashi does tend to be more expensive than the other frozen dinners but it is well worth the taste.  You can get them for $2.97 at Walmart and sometimes you can catch them on sale for even less.

I give a 90.  Well done Kashi!