Who is Michael?

Michael

“If I would like to write about everything… All I do is to listen to a love song or a ballad… sometimes Jazz.”

It is very difficult to compose a story, even if it is the shortest story in the world specially when you are not motivated… specially when you are not organize. Just like what I am doing right now… I have no drafts, I have no title… I have no idea why I am writng at all. Technically it is not writing because I am not using my hand and using a pen. Writing for me is something that you do using a pen or a paper, a more conventional way… What I am doing now is typing, which is for me an extra way of expressing oneself through words, but more convenient way.

Who can still remember the time that what you use is a paper and a pencil? I do. It was like my mom used to teach me how to write my name and I had the most horrible writing of all. But I remember how she smiled at me when I finish writing my name. She was my first teacher. Maybe now I am composing something for her… or for me… or for my friends. I do not know. My mind is like flying from corner to another. It is trying to think what it wants to write while my ears are carefully listening to the songs of Michael Buble. Well, he is like the new Frank Sinatra and he is for me, a very admirable man. Currently, I am listening to “Feeling Good”. I remember the feeling ofperforming on a stage. I remember how I wanted to be a stage performer. Maybe in my past life, I was a “stage” star. Every time I hear a music that catches my ears’ attention, my feet just stop stomping… my shoulder’s can’t stop grooving. Well… I may be a dancer in nature. (Now I am laughing alone.)

Currently I am listening to “Save the Last Dance for Me”. When I was in High School, I can still remember Reyna dancing “Angelina” together with this crowd of dancers. They were like line dancing… almost same custome… same actions… same song but the skill of dancing was really different. I must say, she was the best. Reyna was my best friend in High School. She was like my sister and I was like her assistant. (Lauging out loud).

“I guess I’m faling for you.” I heard those words already. “What? You know you can’t fall in love with me.” He answered. He was Rai, the man who was complicated… yes complicated himself. He is aware not really aware but knows he is gay. But he was in denial. Maybe because he has a girlfriend and his family was like conservative… or maybe he is just enjoying the fact that he is mysterious… complicated. (Just done listening to “Guess I’m Falling for You”)

“I wish you love… I wish you all the best in life. For the men I loved before… when the rain falls, I wish you love.”

I don’t know I am single… for life. Am I supposed to be gay? Am I supposed to be someone who will spend money for men? Am I supposed to be the one who will grow up old and dirty alone? I don’t know why I can’t find “real” happiness with in. Kae said that it is because I have a bad attitude. Maybe she is right. But it is just me… it is the real me. I don’t want pretend. I don’t know why people have to change themselves into someone they’re not just to impress people… impress someone. Uggghhh!

Darren sang “The Way You Look Tonight” when we first met and that was in Baguio. And I couldn’t believe he was really good. And when he sang that, he was smiling and I felt he dedicated the song to me. Well, as far as my emotion was concern, I really felt it. It touched my foolish heart. He was lovely at first… But I guess it was all my fault. He was hot and sexy and tall and of course Chinito. When he smiled at me, I remember that it wrinkled his nose. (ahahahhah). I wish his life was not that complicated, I mean his preference as a person. But thank you Darren…I swear, I also loved “the way you looked that night.”

Yes love sometimes is crazy. (Crazy Love). Sometimes it is stupid. I always feel like I am in heaven (which part of heaven?). I day dream and always think of the person I am attracted to. I want to have good impressions with that person and I want to know he is okay… even he has a partner. Yes I feel this crazy love to Donn who has a boyfriend for more than 2 years or 3 years. And they really look good to each other. I just hate it because I envy them… I love him… now this is crazy love. Right? Ahhahaha.

Did someone asked you to “Hold On”? Yes. I guess twice. But how can you hold on, when he is already giving up. I asked him to hold on, he didn’t. For him, it was over… completely over. “In a relationship, there are thousand ways things to fall apart, but it’s no one’s fault.” Sometimes, shit happens when you are at your peak in a relationship. But the most important thing is both of you are ready to keep working things out. Both of you are decided to talk and sit down when the other one is crying and feel like giving up. And when both of you are ready to “hold on”. Remember, just remember there was one time people say that you were the lucky once.

“ I promise you… when everything falls apart, I will be the last one to give up. And even this relationship ends… I promise to catch you still when you feel like falling apart.”

When cellular phones are everywhere… people stop sending love messages through letters. What we do is to keep sending text `messages and forwarded quotes. And there are times when we find our textmates, we start to get to know them… and then knowing what they like and what they want in life. And courting begins… and there times that people do fall in love with someone they met through text messages. Even they have not met each other yet in person. (Listening to Haven’t Met You Yet).

Well.. I really hate this part. Another summer day has done and gone away. I maybe sorrounded with beautiful and nice people but I feel all alone… I just want to go home. Now it is officially more than 5 years that I have not gone home yet. I miss my Mama, my sister and my brother. I miss the place where I grew up. I miss the school I went to, my teachers and classmates. Sometimes I wonder what they look like, what it looks like. I wish I can go home for 1 month and spend the time with them but I still have work in when I come back here in Makati. I miss you all. I really do. I want to come “home”. Please, God, if you allow me… let me go home.

Now the last song of Michael Buble…”Come Fly with Me”. Well, I guess I am running out of words to type. Hahahahhaha… I know this piece of writing has no sense at all. I was just trying to write a story that I will submit to ABS-CBN but it turns out that I wrote something that has something to do with my experiences and Michael Buble’s songs… Oh come on, pack up and let’s fly away! (hahahahh)

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ACCAP meets Mar Roxas and the Liberal Party

Hi Peeps! Here's a new update on the developments for our Association of Call Center & BPO Agents of the Philippines Partylist. Two days ago, ACCAP spokespersons Kevin Carreon and Marge Caparas had a rare opportunity to meet Mar Roxas and the Liberal Party to discuss current issues affecting the lives of 500,000 BPO agents all over the Philippines. For those who do not know, the next most likely Vice-President of the Philippines has the closest affinity to the call center industry among our incumbent legislators. He has been tagged as the "father of the outsourcing industry" in past few years due to his participation in the growth of the industry in the past decade.

In the pictures below, Kevin had the unique opportunity to speak to the Liberal party officials present and present our call center agents cause and aspirations to the most likely ruling party for the next 4 years. In the pictures also present were Marge Caparas co-spokesperson of Kevin, Mar Roxas, Jim Paredes head of the Pinoy Power Coalition and Bam Aquino leader of the NoyPower movement.

Jim Paredes, Marge Caparas, Mar Roxas and Kevin Carreon

Kevin Carreon speaks and Mar Roxas listens

Kevin Carreon, Bam Aquino and Marge Caparas

Please join us in supporting all of our call center agents and BPO employees cause to uplift each other lives through our own Partylist in Congress! Support ACCAP through Facebook and spread the word that we have our own Partylist next elections!

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The Korean "English Call Center" Invasion

I don't know if the post title is even appropriate for the dozens of these recently popular English learning companies that have sprouted like mushrooms. Many are located in Makati, most are now in Ortigas center and some are inconspicuously isolated in locations you'd probably not even guess there would be such businesses like in your next door neighbor's vacant room. It seems these quasi-call centers are really doing good in business terms if not there wouldn't be so many out there and so many online teaching jobs available.

It has become a habit of mine to cruise along jobstreet regularly to find out if there are interesting stuff going on in the job market. The curious thing in this week's job openings is that Online English Teacher/Instructor jobs are posted left and right by several different companies. A brief browse of their company profiles reveal most are Korean-owned and/or has Korean ties in one way or the other. So I wondered what on earth could be the reason why so many Koreans are now so eager to learn the native language of Winston Churchill?

I found the answer in the ever reliable threads of the Pinoy Exchange forums. It turns out Koreans, especially kids in school, are require to pass a certain level of English proficiency in order to continue with higher education. At the same time, many Korean professionals are also now seeing the significance of having an edge of spoken English proficiency in their careers and the job market. It does seem that Koreans in general are not fond of learning English at all. However, it is an educational requirement they cannot opt out of.

How Korean "call centers" and jobs work?

You have to have a certain level of spoken English proficiency to get a job as an English Instructor. Once hired and trained, you are given a certain roster of "online" students in Korean that you have to spend 30 minutes teaching English to over a video chat program such as Yahoo IM or more popularly Skype. You are given certain English training curriculum books to base and guide your students through several days, weeks months of training. Your "online" student has access to the same books you are teaching them. At the end of every training session, you record your students "grade", monitor and report their progress to your management. Schedules are based in Korean time so most "online English teachers" usually start working as early as 5AM in the Philippines and some work early Korean evenings. Full time jobs are available while they also offer part-time work. In some job postings, salary ranges from 14,000 to as high as 30,000. Not bad if you have the patience and understanding to deal with persons who are naturally "under-literate" in English for 30 minute sessions every day. The non-monetary benefits in this type of job are below par compared against your typical call center since most companies like these are small and recently established. Some do offer medical reimbursements but expectations need to be set that these are not big companies able to offer anything else besides above-average salaries. An online English instructor can typically earn at least 500 pesos a day which is desirable enough if we consider the light work load and relatively less-stressed environment.

Home-based English Instructor work

If you have the hardware, software and stable broadband internet connection at home, you may also try and look at the possibility of doing this type of work at home by yourself. Two of the most popular sites were you can do such thing is ontue.com and and homebased-esl-teacher.com. There are other similar sites and the mechanics of how you get students, how you will teach and how you get paid are different. However, it is essentially the same thing you would be doing if you work for any other Korean-owned English teaching office. The pay is the same depending on your capacity to work as many hours teaching online at home, the number of students you can teach at a given day and also how much pay rate you set for yourself.

As with any other job, this isn't for everybody. You have to possess the understanding and patience to work with students of varying degrees of proficiency. However, working as an online English Instructor presents people with good alternative to BPO work. For those who are typically online all the time at home, this should be a good try. For those who would love to get the same "call center pay" while staying at home, this is a great solution. In my honest opinion, the pros outweigh the cons. :)

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Happy New Year From Callcenterblogger.com

New Year's here and I expect no less of the same. And yes maybe less for the people who can't rid of the old habit of blasting away their hard-earned money into gun-powder smoke and maybe lose a few fingers in the process. I hope everyone reading this entry still have ten digits to scroll the mouse and type on the keyboard.

What to expect in 2010?

This is election year so expect more than a handful of politicians appealing to your interests. Be wary and choose who you think the country would need this time. In the past we've had a lawyer, a plain housewife, a military man, an actor, an economist and no one of them made any tangible difference that can really be felt by the masses to uplift their lives. In my honest opinion, I think its about time we give a chance to somebody who has really been a walking success story and uplifted himself from the clutches of poverty to become one of the richest man alive in the country today. If this person had the smarts to become a self-made billionaire with his own two hands, then maybe he can use the same to uplift lives. In choosing the next leader, do not be held back by your own political affiliations or inclinations, be smart and choose the person who you really think has proven himself and who you think the country would need in our current situation.

Another banner year  for the outsourcing industry

2010 should be a better year for everyone in the outsourcing industry. 2008 and 2009 were marred by economic uncertainties outside the country. However, in 2010 we should start seeing things pick up better. Expect growth in the call center industry still especially for those who have established recently such as WNS and Wipro. Additionally, we can also expect entries of "small players" in the industry who would cater to "micro-outsourcing" needs of SME abroad. We have already seen some in the country and we can expect a lot more of them in the future.

Ramp-ups in the first quarter of 2010

The resignees of 2009 are in luck because many outsourcing companies are in the hunt for new staff to fill in their need for manpower for this year 2010. Good indicators have been showing up and outsourcing companies have taken queue of this and have started hiring again since mid-December of last year.

The Year of the Golden Tiger

If anything else, 2010's title seems very promising for all of us. Personally, I expect growth in more ways than one. I wish everyone reading this blog a healthy and prosperous new year ahead! The way it turns out will always be in your hands. :)

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Merry Christmas from Callcenterblogger.com!

Wow! It feels like ages again since I last blogged here... but it is for a good reason. As with everyone else, December is a very busy month for me. Holiday errands, occasions to visit, friends to catch up with... the usual drill during the most festive season of the Christian world. What made this doubly busy for me is the fact that we decided to move residence from Alabang to Cainta and we've just finished moving our stuff from the old apartment to our new condo. Now comes the harder part, putting things back in order. So much stuff had been going on behind the scenes and offline since 10 days ago. Let me just keep you abreast with the developments as of late.

ACCAP taking shape

I've been meeting with the leadership of the Assoiciation of Call Center and BPO Agents of the Philippines and things are just right on track! The spanking new customized accap.ph website should be up anytime soon. I'm just too excited to get started working with them. On another story with ACCAP, I've been told not everyone in all sectors of the call center industry is that happy to have such group for call center agents. My initial reaction is basically to downplay such notion. Its perfect;y normal and almost human nature to fear what is seemingly unknown. However, I've been working with this group already for a considerable amount of time and I can clearly sense that the people behind accap are all for a noble cause. We still have a lot of work to do and we need help! If you have your facebook account open now, please join our ACCAP facebook page and more importantly please suggest it to all your call center and BPO friends so they may get to find out what good stuff accap.ph has in store for all of us BPO employees in the years to come.

Callcenterblogger.com's growing base of followers

I'm eternally grateful to all of you who have come to visit and loved reading our blog. We're continuously trying and implementing ways we can get in touch with you and keep abreast with major issues for all of us in the outsourcing industry. Over 350 Facebook followers and almost 300 Twitter followers can't be wrong! Callcenterblogger.com aims and is definitely headed to bigger and better things in the future.

Smartbro Wireless Broadband is awesome!

We've been Smartbro subscribers for over 2 years and we were saddened to have to discontinue our service since we're moving residence but we had to because our condo village doesn't allow people in the village to have a internet connection antenna. Alas, our condo village is located merely 500 meters away from a Smart tower so we got a new subscription and much better than ever. We now have the share-it plan and we can now have a max of 5 computers in our house hooked up with our Smartbro router! I juat tested our broadband speed and it tops 1.93 Mbps yesterday which was just about right with Smart's promise to deliver a max of 2 Mbps of burstable speed. This thing should be perfect for my desktop and 3 other laptops in the house! :) I would strongly suggest Smartbro Wireless share-it plan for everybody looking to get hooked up at home. The initial cash out of 999 pesos which already included the router is well worth it and approval to get one is easy.

Call Center Blogger looking for a new job

I'm currently working on to land a cool job at an outsourcing company in Libis. I liked the idea of the job description because it is not too far from what I'm doing right now so please wish me luck and pray that I get this job at Microsourcing! :)

Well... It's hours before Christmas eve and I'd like to greet all of you a very Merry Christmas and I hope you're enjoying your time wherever you chose ( or were forced to :) ) stay tonight. For those who will have to work tonight, my heart goes out to all of you dedicated people. I salute your hard work and sacrifice to work despite the holiday. I wish your company appreciates your noble efforts.

Merry Christmas to all!

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Aiming Higher (Part 3): Who is Your Greatest Enemy?

In the past 2 posts for this series, I have dwelled around possible issues and problems as to why the Philippine BPO Industry has been having a shortage of leadership within its workforce. We could all come up with millions of reasons as to why many of us are not excelling in this industry. However, have you ever thought of who your greatest nemesis is? Look at the picture here and who is it pointing at? Yes, your greatest enemy to success is yourself! If you look at it carefully, when we point the finger on other factors that we blame for our misfortune, notice how four fingers are pointing back at us?

Though I don’t want to generalize but everyone goes through a tough stage in their career. Whether you are an agent or a team leader, there will always be something that will knock you down. Unfortunately, in my experience, many people when they get knocked down never ever stand up again. The usual reaction is to just crawl away and hide forever. I’ve known dozens of former co-agents of mine who could have become great leaders in the industry but for some reason hardly any of them ever did.

When I became a trainer, the one thing I always imparted to my trainees was the so-called “80-20” Principle. I emphasized the fact that success in any industry is actually the result of 80% Attitude and only 20% Skills. I’ve seen many hotshot and braggart agents who had impeccable phone handling skills but due to a bad work attitude (tardiness, chronic absence, insubordination, etc) they always end up falling short of their goals. Impressing your superiors to consider you for a promotion is one thing, but flaunting it too much is a sure road to failure. I’m happy to say that 5 of my former trainees are now supervisors and if they keep up the good work, they are on their way to a management career that will set them up for the rest of their lives.

There many factors that will deter us from reaching our goals and even when you become a manager, the obstacles to success actually grow bigger! Life is a never ending maze of problems and solutions. Your ability to pull yourself together and face these challenges head on is a great virtue to have if you really want to get somewhere. Quitting may seem like an easy option every time but somehow you will always live with questions in your mind of “what could have been if you had endured and persevered”. Don’t get me wrong, being promoted in this industry is not that easy. You really have to want it and push yourself all the way to get that coveted promotion.

I can’t deny that sometimes “Lady Luck” may have a hand in some promotions. Think of this; moving up in this industry is kind of like moving up in the movie industry. Sometimes, you get your “big break” faster than you thought possible. Other times, you have to wait it out until you get discovered or some actors even switch companies just to make it. Here’s a piece of advice when it comes to moving to another company; make sure it’s for a higher position! If it’s for something similar to what you have now or lower, then you are selling yourself short! It’s the same as going back to the drawing board and you are better off where you are now.

Ultimately, it is all a matter of patience and continuous improvement. Some people become operation managers in under 3 years while others wait for 5 years. No matter how long, if you really want it, keep that goal in focus. As for continuous improvement, true leaders always acknowledge the fact that each and every day is a learning experience and the roadblocks you encounter are, in fact, opportunities to improve. Many managers forget this essential fact that no matter if you are the CEO of a company or the new manager in an account, there will always be room for improvement. The most important thing is to enjoy the journey to success.

No matter how twisted or difficult if you truly do love being in this industry and want to be someone someday; savor that journey ahead.

Dr. France Jagolino is currently an Operations Manager for TaskUs Integrated Solutions, a California based outsourcing company. He gave up a promising career in Medicine to enter the BPO Industry where he has worked in almost every position from agent to trainer all the way to management. Dr. Jagolino is not only an experienced veteran of the industry but has also worked as a Leadership and Management Training Consultant for Shell and has written numerous articles on leadership, management, business, healthcare, customer service, social media and self-improvement. He is also a former TESDA Instructor for English Proficiency/Call Center Training and an inspirational speaker who was spoken in leadership motivation seminars in Asia and the Middle East.

Read more of this writing on:

www.k-zenzbox.com

www.leadersdirect.net

www.smartersocialmedia.com

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"Xmas" Party Time!

Last Sunday, December 13, 2009, we had our Year-End party somewhere in MOA and I would like just to share the photos that were taken during the celebration. I had fun with my BFF colleagues; Kae, Z, Harris, Abbie, Vince, Norbert, Mommy Love, Oddie and a lot more!
Enjoy the photos guys…

Spotted: Kae was talking to herself while walking.

Harris took this photo... It was like 10 seconds shot.



Ate Dess, Don and Tere. Nice shot guys!

Mommy Love and Z. Doesn't Z look like Roxanne Barcelo?

Abbie... hmmm.

Norbert and Oddie

Kae, Ate Mel and her friends...

Ate Dess was able to take a nice pose.

I was dancing...

Kae was dancing...

Kae and Peaches...

Oddie...solo shot.

Kae and Denise (with the Super Mario shirt)

Denise was so serious. (What are you thinking buddy?)

Norbert, Oddie and Mommy Love.

I was trying to removed my coat. (I'm so fat)

I just arrived. (Adam Lambert look)

This are my wavemates (Mommy Love, Norbert, Abbie, Denise, Vince, Kae and Z)

This are my wavemates (Mommy Love, Norbert, Abbie, Denise, Vince, Kae and Z)

Norbert? What are you doing?

Kae and Norbert...together.

Kae..where are you going?

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Learning From Your Customer's Experience (The Series)

The consumerist.com is an amazing website for people like me who love reading about and tracking what real customers are saying beyond customer satisfaction surveys. In the past years, I loved how the guys and girls behind consumerist.com have concisely presented customers' cases from the strange to down right stupefying. Overall, I'm just entertained by these customer's stories as well as some very clever/funny comments they get from actual readers. We all know that in one case or another, both parties on each end of the phone line think the other one is stupid. In most cases, it is just a matter of common sense. Let me cite you a couple examples of submitted stories to consumerist that had me entertained during the weekend.

Case no. 1: Verizon CSR tells customer "Faster DSL WILL BURN your house down"

I know for a fact that several of our call centers here in the Philippines have Verizon as a client and I was chuckling at the possibility this CSR was a Filipino. I hoped not.

It was a frustrating story about a customer wanting to upgrade his current DSL plan (expired contract BTW) from 3MB to 7MB for just a few more dollars. He/she went through several CSR's from several different centers comfirming and not confirming he would be and he would not be able to do such a thing. All of the CSRs he spoke with could not explain why he couldn't upgrade to 7MB with his existing subscription while new subscribers/customers/accounts in his area CAN avail of this speed. Confusing already? I thought so too.. The last call he made was the time when he was told of the "bad" news. The lady CSR told him his wish to get a faster DSL speed will set his house on fire and burn it to the ground! He ended up not being able to upgrade and eventually canceled.

My verdict:

For the CSR/s: The blame for the inability of these CSRs to inform this customer of an honest answer as to why he can't upgrade to 7MB falls to the people who lead/manage these CSRs. From an neutral standpoint, it does seem absurd that he cannot. He is willing to pay extra and he has been a long-standing customer. Whatever reason there may be, the supervisors/managers must be able to convey and clarify this reason to CSRs. The CSRs on the other hand must be able to tell the customer why he isn't able to do so.

For the customer: I can't believe he went through 7 separate calls to several different CSRs and not be able to think outside the box. Since he was told he can't upgrade to 7MB with his current subscription and while new customers/subscribers CAN avail of the 7MB he wanted, why didn't he just cancel his service (which BTW is not under contract anymore) and just open a new one! How hard could that be? He already lasted 2 years with his current DSL plan with Verizon. Why not start a new one with a better speed? The same also goes for the 7 CSRs who spoke with him. They should have been able to suggest or (if not allowed) imply to the customer about this "out-of-the-box" idea so everybody goes home happy including Verizon.

The biggest loser in this case is Verizon I must say. The series of calls ended up with one less customer instead of 1 happy loyalist. ( Check out the full story at consumerist.com)

Case 2: Chase Executive Customer Service Drops APR From 26% To 9%

 This story is a simple one by a Chase credit card customer who couldn't handle the interest rates on his debt. To cut the story short, "normal" customer service wasn't able to work with him in lowering his APR. He was able to scour online and find the contact details of "Chase Executive Customer Service" and finally work out a deal that was more agreeable to him.

This is a typical disaster waiting to happen in my opinion. Why have a "normal" customer service and another separate "Executive Customer Service." The simple reason why you put people in customer service is that you want them to resolve customer's issues at the first call. If companies don't empower their front-liners to help customers out as much the "Executive Customer Service" people could, what purpose would they serve then? Its not as if customers will pay extra just to be served by "ECS" and sure there are special circumstances that require meticulous attention to certain cases but having an ECS defeats the purpose of actually having a customer service hotline for all people to call. Just imagine if this ECS becomes "popular" and every Chase customer gets to find out about them... there would be no one else calling the "normal" customer service hotline. Furthermore, their Executive Customer Service team would be pulling their hair off because of the long queue of customers waiting for resolution in the trunkline since their contact details are now open to the public online. On a side note, apparently HSBC also has an Executive Customer Service department. :)

My verdict:

For the CSRs: In general, I'm sure some Chase CSRs wouldn't mind difficult cases to be redirected to a ECS but IMHO it really defeats the purpose of just being there. We want our customer service people to be empowered with the same abilities as a ECS department has. If not empowered with the decision-making ability, they at least should be able to quickly reach a decision-maker themselves to resolve the concern and provide better customer experience. I maybe missing something here but in general and based on my years of experience in CS, this is not a good strategy. We have Macky here from Chase and maybe he can shed some light on this. :) ( Check out the full story at consumerist.com)

This is just part one of this Learning From Your Customer's Experience Series and we'll be featuring some more unique albeit entertaining customer service issues in the days to come. Please keep reading and visiting callcenterblogger.com.

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Changing Lanes

Change.
Some things are permanent.
We hear several icons and inspirations resonate this fact.
Songs, Speeches, Movies - you get the point.
Too little of it stagnates the soul, too much rattles it.
But can this very word that elected Obama be just as ferocious and fatal to one's company?
We often hear how too many people complain about how routinary and boring their worklife has become.
The usual,  too long a queue, same pitch all over, same people, same sickening schedule, awake at nights, can't sleep in the mornings.

But the bigger repulsion to a change would be that of the MGMT's - no I'm not talking about this years Grammy nominee band - which is good by the way, you should check it out.
Whether be it a change in style, approach, or the revamp of the whole Management - change is always something employees dread.

A change in metrics sometimes as required by the Clients for BPOs spell a whole new level of agitation and lead to sometimes even mass resignation.

This is how I observed its done
*More than the change - how change is delivered should be 2nd priority if not the 1st.
A trending in a centers performance whether up or down may lead to gradual changes, if performance is up - chances of goal increased increase, if its down, chances of additional Key Performance Indicators result.

*Making sure all key persons are well calibrated - should any inconsistencies arise - it is important everyone is supported.

*Understanding the reason for change - Transparency is key here - Employees are smarter than what some employers may think otherwise prepare for a revolution.

*Encouraging the change - Even good leaders tend to be remiss on this - but that's what separates them from the great ones - Speaking the language most familiar better if they begin to practice the change themselves.

*Communicating directly to your employees let them know they are as vital to the company as much as the Big Wigs, thus, create trust.

*How to work with the change - Tools, support groups - anything to show that we are guided - and not expected to grows gills for  underwater breathing.




I don't read a lot of leadership books - so I may not be too sure if a company is managed well, but anyone can tell if its mismanaged - attrition speaks for itself'.

We leave not entirely because of the changes, too much and lack thereof.
Communication on these changes however, could spell a big difference.
So rather than fostering changing lanes - Lets leave that mindset that change is always good.

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