Scanlon Blog Debut Draws Visitors From Around The World

Scanlon Leadership Tips, the Network’s new Weblog, has proven to be a valuable and effective source for members and other Internet surfers seeking information about employee involvement and the positive impact of participative management on productivity and profitability. Featuring leadership tips, archived Scanlon E-zines and news stories, as of June 2005 the site had drawn nearly 300 visitors since its launch in February.

The blog, accessible at http://scanlonleadershipnetwork.blogspot.com, has attracted visitors from four continents, including 13 states and four countries: the US, the Ivory Coast in Africa, the United Kingdom and Australia. Spanning the US from coast to coast, readers hail from Washington, Michigan, Pennsylvania, New York, Ohio, Missouri, Oklahoma, North Carolina, Kentucky, Illinois, New Mexico, Texas and Washington, D.C.

“With the advent of blogs as an alternative to mainstream media, we have the ability to keep in touch with the world in a completely new way,” said Scanlon President Paul Davis. “By using a blog to educate those unfamiliar with the philosophies of Joe Scanlon and Dr. Carl Frost, we’ve created an interactive forum that reaches millions of people in a timely manner. Our goal is for readers to value Scanlon’s blog as a credible source for tips on management and leadership.”

The Scanlon Leadership Tips blog was launched to provide another avenue for circulating Scanlon’s message to a larger audience, while at the same time making resources available to existing members, all in a centralized location.

Search engine terms resulting in page visits to the site include: “Scanlon equity,” “Good leadership in financial services firms during a crisis,” “Developing healthcare leadership icebreaker,” “Scanlon management,” and “Scanlon principles.” Eight percent of the visitors spend between five and 20 minutes browsing the blog, while four percent spend longer than an hour on the site.

“We want to share the Scanlon philosophy with as many people as possible,” said Davis. “Based on the keyword searches, it’s clear there’s a market for this information. With the blog, our goal is to serve our audience and provide them with the most relevant, up-to-date, practical advice for their organizations, regardless of the size or type of company.”

Scanlon welcomes comments from visitors, who are invited to share insight or pose questions by clicking on the green conversation bubble at the end of each post.

For more information about the Network or to explore the Scanlon Leadership Tips blog, make http://scanlonleadershipnetwork.blogspot.com a Favorite on your Internet browser and check regularly for updates, tips and member news.

Tips For Dealing With Angry Customers

This article is taken from Entrepreneur.com.

Anger Management

Have an angry client? Don't hide! Turn their frown upside down with these nine tactics for resolving disputes.

By Tom Hopkins

Too many people, when faced with clients who range from dissatisfied to downright angry, choose the loser's path by putting off handling the situation. Worse yet, they handle it inappropriately. Postponement doesn't make the problem go away: It results in one of two things happening. Either the angry client decides the problem isn't worth the aggravation and cools down. Or the client gets so angry that the next time you hear from them is via some sort of official--and possibly legal--letter.


Now, you may think it's OK to lose one client who's unhappy--but it's not. You see, when we have a good experience with a company, we tend to tell three other people about it. Positive word-of-mouth is great for business. However, someone who's displeased with a situation tells, on average, 11 people about it. Can you see how your business could be hurt by that? And there's an even bigger risk if you're a sole proprietor because you may learn more about your client's anger through legal channels.

Naturally, no one wants to walk into a lion's den and face an angry client. However, you must consider the value of this client to you, your reputation and your company. In most cases, I'd guess that it'll be worth your while to face that angry customer and get the situation resolved as quickly as possible.

I'd like to give you nine steps I've developed for facing and dispelling another person's anger. These tips work well in most situations mainly because you're giving the client the attention their dissatisfaction deserves.

1. Acknowledge the other person's anger quickly. Nothing adds more fuel to someone's fire than having their anger ignored or belittled. The faster you verbally recognize their anger, the better.

2. Make it clear that you're concerned. Tell them you realize just how angry they are. Let them know you're taking the situation seriously. Make notes of every possible detail they give you.

3. Don't hurry them. Be patient, and let them get it all out. Never try to interrupt or shut them up. In many cases, the best move is to simply listen. They'll wind themselves down eventually. In some cases, they'll realize they blew the situation out of proportion and feel foolish for it. They're then likely to accept nearly any solution you offer.

4. Keep calm. Most angry people say things they don't really mean. Learn to let those things pass and take them up after you've solved the present challenge--only if you feel it's necessary to do so.

5. Ask questions. Your aim is to discover the specific things that you can do to correct the problem. Try to get precise information about the difficulties the problem caused, rather than a general venting of hot air.

6. Get them talking about solutions. This is where you'll learn just how reasonable this client is. By the time you get to this step, their anger should have cooled enough to discuss the challenge rationally. If it hasn't, tell them you want to schedule a later meeting, even if it's in an hour, to come up with some reasonable solutions. Let them do the rest of their fuming on their time.

7. Agree on a solution. After you know exactly what the challenge is, you're in a position to look for some kind of action that will relieve the challenge. Propose something specific. Start with whatever will bring them the best and quickest relief. Don't get into a controversy over pennies at this point.

8. Agree on a schedule. Once you've agreed on a solution, set up a schedule for its accomplishment. Agree to a realistic time frame that you know you can handle. The biggest mistake you can make is to agree to something that can't be done. If you do, you'd better be ready to face another bout of this person's anger when you don't come through.

9. Meet your schedule. Give this schedule top priority. You've talked yourself into a second chance with this client, so make sure you don't blow it. Once you've satisfied the client with regard to this situation, you'll have earned another opportunity to serve their needs in the future...and the needs of those they'll tell about how well you handled it.

Tom Hopkins is the "Sales Basics" coach at Entrepreneur.com and is world-renowned as "the builder of sales champions." For the past 30 years, he's provided superior sales training through his company, Tom Hopkins International.

Scanlon June 2005 E-zine

Greetings!

The 2005 Scanlon Conference was a wonderful opportunity to network and learn. The keynote presentations have been put on one CD along with their PowerPoint presentations. Members may obtain copies at no cost by emailing the Office. Nonmembers may obtain a CD for $10. In this E-zine we feature articles on two new Network offerings...our first supervisory program facilitated online and our first online personal financial management course. We also introduce you to Scanlon Consultant and Board member Ray Terwilliger. The Network's strategic plan envisions three functions working together to serve the Scanlon Community. Ray has been charged by the Board to help the Network further develop our consulting function. Our goal is to ensure our members and clients are able to find the best help when and where they need it. We also welcome ITT as our newest corporate member.

Conference Serves As Excellent Resource For First-time Attendees

Although Scanlon's Annual Conference is one of the longest-running business gatherings in North America, Scanlon continues to welcome newcomers each year who are inspired and motivated by the training programs, educational workshops and networking opportunities.

"It's always great to meet people who are doing exciting things," said first-time Conference attendee Peter Balsamo, Vice President for Workforce and Community Development at Luzerne County Community College in Nanticoke, Pa. Balsamo learned of the Conference from consultant and Board member Ray Terwilliger, who helps the College with special projects.

"This was a very uplifting opportunity for me," said Balsamo. "It was a worthwhile experience not only getting the content and hearing the presentations, but also making personal contacts, which are essential to being effective in your work," he added. Balsamo, who hopes to introduce local businesses and other community colleges to the Network, would like to offer collaborative programs at Luzerne in conjunction with Scanlon, such as a certified manager program and a full-day conference on organizational effectiveness.

"There's so much new knowledge coming out, that if you don't keep on top of things, you're going to be left out in the cold." With his interest in industrial organizational psychology, Balsamo believes in lifelong learning and the constant interchange of ideas.

For Jeff Boyd, People Services Manager at Sun Chemical Corporation's Staten Island facility, this was also his first Annual Conference. Sun Chemical joined Scanlon to build alliances with facilities that recognize change is necessary and are willing to do something about it.

"Paul and the other speakers provided some excellent tools and suggestions that will serve as references for us," said Boyd. The company's Rosebank site is in the early stages of implementing Gainsharing.

"I was surprised at the energy and enthusiasm from the Scanlon members," he said. "The members were very approachable and willing to exchange experiences, and brainstormed ideas that could assist with relevant issues. Utilizing Scanlon's Best Practices can only make our plant better," he added.

Boyd said the scheduled sessions he attended were excellent both in content and presentation, and that he would have liked to attend even more sessions at the conference.

Meredith Morse, Operations Coordinator at Watermark Credit Union in Seattle, was also a first- time Conference attendee.

"The Conference was great," said Morse. "We decided to attend because we're in the early stages of our Scanlon Plan, and we thought it would be a great experience for our Design Team." Morse enjoyed seeing how other companies use the Scanlon Principles to implement change and achieve greater efficiency. "It was very refreshing to interact face-to-face with them," she added. "The interaction reinforced that Scanlon is more than a theory - we could see that with some time and effort, it really works!"

Cathie Arthurs, another Watermark employee and a Design Team member, said, "it was interesting to see that everyone has their own way of coming up with results while still operating under the Scanlon Plan." Arthurs said it was nice to see the Plan isn't just about the payout to staff, but instead it's about the positive work environment.

"To me the Conference was a wealth of knowledge that we were able to tap into. Having been there, we will now be able to design a better Plan," added Arthurs.

"We will definitely use lessons learned from the Conference," said Morse, "including involving employees from the beginning to the end when implementing suggestions. We'll also constantly be checking the Plan to see if modifications need to be made."

Lending Perspective: First Consultant Joins Scanlon Board

As the first consultant on the Scanlon Board of Directors, Ray Terwilliger, Principal of Ray Terwilliger and Associates, hopes to support and further the Network's Principles throughout his term while building a stronger relationship between member companies and consultants. Terwilliger joined the Board at the end of 2004 and will serve through May 2006.

"I accepted the position because I believe so deeply in the Scanlon Principles and their inclusion in the day-to-day activities of member companies," said Terwilliger. "I hope to increase membership and help the Board move forward as we strengthen Scanlon's prospects for the future," he added. "The complementary relationship between consultants and Board members represents another step in the evolution of Scanlon - it's both supportive and constructive." Terwilliger believes that as a consultant he lends comparative perspective and a different point of view.

"By having a consultant on the Board, the Network sends the message that consultants truly can carry the Scanlon ideals to existing and prospective member companies," said Terwilliger. As a consultant, his responsibilities range from installation of employee involvement and Gainsharing plans, to reviving and invigorating ailing companies. Terwilliger began working as a consultant 14 years ago.

"You can easily detect the difference between people who identify poorly with their workplace versus those who identify positively with their working environments," said Terwilliger. "At Scanlon companies, people are truly respected and valued as individuals - what they're doing generates pride and self-esteem," he added.

Terwilliger says he loves what he does because Scanlon creates a positive, motivating and encouraging environment that allows people to work through problems and achieve success.

"It truly is the application of Scanlon Principles that transforms companies," said Terwilliger. "That's how powerful it is. Scanlon establishes emotional bank accounts with employees that enable them to overcome hurdles and rough spots," he added. "Overall, employees understand the business better and are more aligned with the company's objectives. The Scanlon Principles and processes are very much oriented toward high degrees of success over the long haul."

Currently there are eight other Scanlon Board members, the rest of whom hold management or human resources positions at member companies. Carl Brown, Executive Vice President and Chief Operating Officer at Nicholas Plastics, is now serving his second year as Chairman.

Scanlon Course Builds Financial Literacy, Security

The Scanlon Network, in conjunction with the nonprofit Michigan Council on Economic Education (MCEE), is offering the online Financial Lifestyle Analysis Workshop begining in July-August 2005. This course is not an attempt to sell any financial product or service. It is not a theory course. It is a course that helps participants analyze their own financial situation and goals so that they can meet those goals and thrive in our economy.

The MCEE instills an appreciation for the market economy. The MCEE's Community Services Division develops and conducts workshops that teach decision-making in the area of personal financial literacy based on core economic principles such as scarcity and opportunity cost.

According to the US Department of Commerce, Americans today save less than 5 percent of their disposable income.

"This class will help people do the right thing in terms of their personal finances," said Lakkides, Certified Financial Planner (CFP) and director of the MCEE's Workplace Financial Literacy division. "There's more to financial education than simply teaching the fundamentals of a balance sheet," he said. "A financially secure employee is more apt to focus on his or her job in a way that leads to higher productivity."

The new course will be available this summer on Scanlon's internet training site (http://www.scanlonnet.org/moodle). Through this course, Scanlon members - from cafeteria employees to CEOs - will be able to learn at their own pace through a series of self-assessments and at the same time obtain personal attention from Ted, the course instructor.

"It's really for everybody," said Lakkides. "This program has application for anyone who lives and works in a market-based economy. These issues are universal," he added.

First, students will conduct an income analysis and projection to learn how much money they have to work with.

"We ask them to say what they really want to do so they can make decisions about their future," explained Lakkides. In the second lesson participants reflect on how they're currently spending their paychecks, which focuses them on whether or not they're satisfied with how they use their money. For lesson three, Lakkides guides them to project long-term spending patterns and to think through how to save for big expenses such as children's education or a second home. In lesson four students identify sources of retirement income such as pension, social security and 401k to determine whether that income would be adequate in meeting their retirement needs.

"The course reveals any inconsistencies between spending for today and saving for the future," explained Lakkides. "We help to systematically resolve these discrepancies according to an individual's priorities.

"Along the way we intersperse economic concepts as participants begin to understand opportunity costs," he added. "We help them look at their spending so they can make conscious choices between items such as expensive monthly cable bills and a sailboat after retirement." At the end of the course participants have a full financial analysis that helps them align their current spending with future spending, which in turn allows them to make better financial decisions.

The class, which costs $235 per participant, includes a total financial analysis for each household, and incorporates the spouse's financial picture.

Scanlon companies can also have the course tailored to their own employees to reflect corporate benefit programs. MCEE specializes in designing courses that help employees take control of their personal financial situations by educating them about the economic relationship that exists between their long-term personal welfare and the long-term success of the corporation.

Lakkides, whose professional background is in economics, marketing and physics, has been working in the personal financial field for more than 25 years. As founder and former director of Cygnet Financial Planning Inc., he helps clients develop financial plans to achieve their personal goals. Lakkides, who holds a B.S. in Business/Economics from the Ohio State University, is a Registered Investment Adviser, a licensed stockbroker and an adjunct professor in the CFP program at Walsh College. Continuing Education Credits will be available for this course.

Supervisor Training 101 Develops, Hones Leadership Skills

A new Scanlon course aimed at first-line supervisors will tackle issues such as goal setting and delegation, communications, performance reviews, conflict management and strategic planning. Supervisor Training 101, which begins September 12th., is a yearlong online class dedicated to effective team leader training.

The concepts learned throughout the 12 monthly sessions, available through the Scanlon teacher led, internet-facilitated training site , are based on the Scanlon Principles. Additional course topics include team selection and building, valuing diversity, rewards and discipline, problem solving and decision-making, continuous improvement and resistance, principled leadership and motivation.

"This comprehensive supervisory development program provides practical tools and interactive learning techniques that will improve value and retention as we help participants hone their leadership skills," said course instructor Rob Ptacek of Competitive Edge Training and Consulting. "These concepts are applicable to any industry and any size organization," he added. Ptacek recommends the course to new, aspiring and experienced supervisors and leaders.

"Often the best technical worker at a company gets promoted to be a leader," explained Ptacek. "We can help them develop those technical skills at a supervisory level.

"My passion is the activities that occur on the shop floor," said Ptacek. "While there are certain demands on the first-line supervisor, that person isn't always comfortable in that role. There's a lot of pressure on that individual," he added.

Supervisor Training 101, which can also be taught to multiple supervisors via hands-on sessions at plants, is interactive as participants offer each other suggestions and feedback.

The text for the class is the Supervisor Pocket Guide, written by Ptacek. The book contains checklists, how-tos and study guides on various leadership topics.

Ptacek, who specializes in leader and manager development and systematic process improvements, is a veteran supervisor, trainer and Scanlon Process practitioner. He first got involved with Scanlon while working at Trans-Matic Manufacturing in 1987.

With a Masters of Management from Aquinas College, Ptacek has taught university-level courses in Management Principles, Organizational Development, Manufacturing Strategy, Total Quality Management and Negotiating. He is also the author and illustrator of Shop Suey, a comic book-formatted training tool on leadership and continuous improvement topics.

Continuing education credits may be earned for this course. Price is $1,200 for members and $1,500 for nonmmembers. To enroll or get more information about Supervisor Training 101, contact the Scanlon Leadership Network Office at (517) 332-8927 or Office@scanlonleader.org.