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Module 1- Introduction to Human Relations in Business

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Module 1- Introduction to Human Relations in Business

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Hello BUSE 150 Class...

Tonia, Jacob, Delaina, Tomas, Wyatt, Swati, Deontray, Luis, Hasina, Austin, Lorenzia, Ian, Stephanie, Julie, Melanie, Daniel, Tarlease, Mark, Regina, Juan, Armando, Christian, John, Harley, Adriana, Richard, Elliot, Norma, Patricia, Michelle, Brandy, Tricia, and Joseni

I enjoyed reading everyone's introduction and aspirations. It was a pleasure to meet all of you!

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Humanely vs. Humanly:

Treating people "humanly" in the workplace means:
-Through EMPATHY
-With APPRECIATION
-As if they BELONG

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Let's go back to the basics. You can't walk into a restaurant each time, treat the staff worse than a doormat and still expect a royal treatment. You may still get served out of professional courtesy or out of the fear of losing their jobs if they said something but chances are very high that someone will start spitting in your food. Now, this scenario may seem a tad exaggerated in the movies for entertainment purposes, but the reality is that even in this day and age, there are employers who treat their staff in a very inhumane manner which is no laughing matter.

Granted, they may feel under pressure running a growing business and having to cater for the needs of a large workforce, both professionally and personally. But just as much as they feel the pressure, so do the employees. There are ways that can help alleviate some of that pressure on both parties and it starts by treating each other like family, which will not only open up lines of communication, it will improve employee loyalty and productivity, which is vital for the growth of the business.

How do you treat your employees as human beings rather than a human resource?

Recognize each employee's brand

Okay what does that mean? We, as professionals, all promote our own brand. Whether we are data nerds, or HR enthusiasts or financial big wigs, we all promote our own brand. It often subconsciously want people to recognize these strengths in us, so we play them up. We promote these qualities which we think distinguish us and our brand. It's important that we recognize each employee's individual qualities, not only on what they are employed to do but also other aspects of themselves that could potentially add value to the company such as athletics, music or art.

Praise in Public / Correct in Private

Find better channels for acknowledging and correcting their mistakes. Rebuking them or humiliating them in front of their co-workers will only create strife, resentment and in many instances, they end up being a target of bullying. Make sure to teach them in private, this keeps their pride from being hurt, while still taking a moment to make a lesson out of a mistake.

Show Genuine Concern For Their Well Being

Showing genuine concern for an employee's well-being is a sure way for them to believe and trust that they are a valued member of the team. Open up communication platforms to address any concerns during bad times and during good times, celebrate as a team. Empathy goes a long way with employees and with people in general. Loss, although difficult in the workplace, is an incredible opportunity for an employer to show their care. Think of unique and lasting ways to show your employees that you are there when they suffer a loss in the family. Flowers are appreciated, but they aren't enough because everyone gives flowers. Try lasting sympathy keepsakes, they will make an amazing and personal impression on your employee when they are mourning.

Recharge Together

Set aside some R&R time out of work to spend with your team and recharge. This helps you reconnect with them and it is also a great morale booster. You can use this time to find out what's really going on in their personal lives, maybe offer some assistance if needed or simply be a part of an important event in their life all the while respecting boundaries.

A Team That Eats Together Stays Together

As an employer, you may be expected to keep a respectable distance between you and your employees. But it is important to break the monotony occasionally and maybe have lunch with them. They may be a bit wary in your presence so abstain from work-related discussions - the briefcase at the door. Whether it be in the office break room over a Lean Cuisine or out at the local Mexican restaurant for a burrito, eat with them. Keep the conversation light with fun relatable topics.
Here's the ultimate trick. In order to make your employees feel like a human being (and not just a human resource) they must see you as a human being.
Be interested, relatable and genuine... you can't fake this stuff, they will see right through it. But once you make that connection with your employee they will be forever reminded that they are valued as individuals for who they are, not just what they do.
This article originally appeared on the Humans Over Numbers blog at: https://www.milestonescompany.com/5-ways-to-treat-your-employee-like-a-human-being-not-just-a-human-resource/

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5 Ways To Treat Your Employee Like A Human Being (And Not Just Like A Human Resource)

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Let's go back to the basics. You can't walk into a restaurant each time, treat the staff worse than a doormat and still expect a royal treatment.

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Have You Ever Felt Voiceless?
-Be Assertive
-Have Compassionate Curiosity
-Communicate using "I" statements

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Jordan Peterson | Engaging in Necessary Conflict

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Trouble-Shooting a Mission Statement:
Problem-solving around a mission statement helps focus on the what, why, and how of the company's core values.

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A mission statement is a statement of the company's purpose or its fundamental reason for existing. The statement spotlights what business a company is presently in and the customer needs it's presently striving to meet. To build a solid foundation for a successful business, it's essential to have a written, clear, concise, and consistent mission statement. This statement should simply explain who you are and why you exist. The mission statement of Olsen & Associates Public Relations is "Dedicated to improving and optimizing public perceptions on behalf of our clients." If the company doesn't live up to this mission, it has no reason to exist.

Elements of an effective mission statement
Your mission statement serves as a guide for day-to-day operations and as the foundation for future decision-making. Make sure that your statement includes the following criteria:
- Focuses on satisfying customer needs: Focus the business on satisfying customer needs instead of spotlighting your product or service.

- Based on your core competencies: Base your mission on a competitively superior internal strength or resource that your company performs well in comparison to your competitors.
McDonald's core competency is providing low-cost food and fast service to large groups of customers.

- Motivates and inspires employee commitment: Your mission statement should be motivating. Don't base it on making more sales or profits but on employees' significant work and how the mission contributes to people's lives.

- Realistic and clear: Avoid making the mission too narrow or too broad.
A mission needs to contain a purpose that's realistic to avoid "mission creep." Many organizations can go off on tangents that aren't core to their purpose and are unrealistic because their mission isn't clearly defined.

- Specific, short, sharply focused, and memorable: Write a precise statement of purpose that describes the essence of the business in words your employees and customers can remember you by.
When thinking of a length for your mission, make sure that it can fit on a T-shirt. The International Red Cross's mission is "To serve the most vulnerable."

- Clear and easily understood: Develop and write your mission statement so that you can quickly and briefly tell people you meet at a party or on airplanes why your company exists. If you keep that concept in mind, your statement can automatically be short and comprehensible. Make sure to give your company team a profoundly simple focus for everything it does as a business.

- Says what the company wants to be remembered for: In the end, a mission statement leaves a lasting impression. How do you want the world to think of you? Your statement can provide simple insight into why you do business.

Evaluating your current mission statement

Many mission statements are works in progress. Others have been handed down over the years to the point that they've lost their relevance. If you have a mission statement, it may be time to dust it off or give it a polishing for updates or total overhauls. Generally, if five years have gone by and you haven't even touched your mission statement, it's definitely time for reviewing, fine-tuning, or even rewriting your mission statement.
Sit down with your senior staff or management team and evaluate your current mission. Collect everyone's thoughts and suggestions, but the final decision on how to change the mission is the CEOs. If you do decide to change it, leave the wordsmithing to one person.
The worst thing for your planning effort is to have a mission statement that is meaningless to your staff and other stakeholders.

Note: You can use the form below to evaluate your current mission statement.

Writing a new mission statement

You've determined the need for a new mission statement. The three components in the list below can help you craft your mission statement.

Examples of world-class mission statements
Mission statements are as varied as organizations. Some meet all the effective criteria listed above and others deviate completely. Here are a handful of mission statements to get your creative juices flowing.
- 3M: To solve unsolved problems innovatively.

- The Elephant Sanctuary: A natural-habitat refuge where sick, old, and needy elephants can once again walk the earth in peace and dignity.

- Fannie Mae: To strengthen the social fabric by democratizing home ownership.

- Google: To organize the world's information and make it universally accessible and useful.

- LCJ Marketing Source: To make your company stand out in the crowd.

- Marine Stewardship Council: To safeguard the world's seafood supply by promoting the best environmental choices.

- Marriott Hotel: To make people who are away from home feel they are among friends and really wanted.

- Merck: To provide society with superior products and services by developing innovations and solutions that improve the quality of life and satisfy customer needs, and to provide employees with meaningful work and advancement opportunities, and investors with a superior rate of return.

- New Jersey Section of the American WaterWorks Association (NJAWWA): Dedicated to the promotion of public health and welfare in the provision of drinking water of unquestionable quality and sufficient quantity.NJAWWA must be proactive and effective in advancing the technology, science, management, and government policies relative to the stewardship of water.

- Rotary International: To support its member clubs in fulfilling the Object of Rotary by:
Fostering unity among member clubs;Strengthening and expanding Rotary around the world; communicating worldwide the work of Rotary; and Providing a system of international administration.

- Small Business Technology Solutions: To provide small businesses the functionality of big business, within a small business budget.

- Sony: To experience the sheer joy of advancing and applying technology for the benefit of the public.

- Southwest Airlines: To provide the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit.

- Sun Microsystems: To solve complex network computing problems for governments, enterprises, and service providers.

- University of Phoenix: To educate working adults to develop the knowledge and skills that enable them to achieve their professional goals, improve the productivity of their organizations, and provide leadership and service to their communities.
Figure 1 : Evaluating your mission statement :
Consider answering these questions from your customers' perspective and you'll instantly see an improvement in your responses.

* What is the purpose of our business?
* What activity are we going to do to accomplish our purpose?
* What do we intend to accomplish on behalf of our customers? Or who benefits from our work?

Follow these steps below to create your mission statement:

1. Collect ideas and opinions (either through a group meeting or an individual survey) of your senior staff and key employees about the organization's mission. Ask for responses and input specifically on the three questions listed above. If you hold a meeting, just brainstorm and allow everyone's ideas to be collected.

2. Collate and synthesize the responses, looking for similar themes.Develop several different versions of a draft mission statement.Consider using present tense language so the statement reflects what you are and not what you aspire to become.

3. Evaluate the different drafts against the checklist in Figure 1.

Mission Statement Evaluation Yes
The mission statement is a statement of our company's purpose.
The mission statement fits the current market environment.
The mission statement is motivating and inspires employee commitment.
The mission statement is realistic.
The mission statement is specific, short, sharply focused, and memorable.
The mission statement is clear and easily understood.
The mission statement says what the company wants to be remembered for.
The mission statement is based on our core competencies.
(A core competency is a unique strength.)

Evaluating your mission statement.
Keep the ones that meet the guidelines in the figure and throw out the others.

4. Circulate the draft statements and ask for feedback.Have the staff vote on their favorite version.

5. Select the best one and make sure every employee receives a copy.
If you're developing the mission statement as part of your strategic plan, consider waiting to communicate the new mission statement until the plan is finished.
The organization's purpose and its final mission statement shouldn't be developed by a committee. Use the process above to solicit ideas and input, but ultimately senior management and leaders set the strategic foundation for an organization. It's really not a democratic process.

Don't get stuck on this part of your process. If need be, develop a mission statement or a revised statement that's dubbed as a work in progress or a draft. Many organizations get caught up in developing the most perfect statement possible. This thought process misses the reason for a mission statement in the first place. While you can use your statement in your marketing collateral or with customers (so you may want to spell- and grammar-check it), the mission statement's primary usage is to clearly state the purpose of your organization to your employees and other stakeholders. Sometimes it takes years to perfect the statement for public usage. In the meantime, you have a team that understands why they come to work everyday.
From the Book " Strategic Planning for dummies - By Erica Olsen" This is an excellent book and is highly recommended if you wish to learn more about strategic planning.
For more on leadership and management skills, check out our instant download Leadership skills training package "Lead, Motivate & Inspire" and management skills customizable training package "Managing People"

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A mission statement is a statement of the company's purpose or its fundamental reason for existing. The statement spotlights what business a company is presently in and the customer needs it's presently striving to meet. To build a solid foundation for a successful business, it's essential to have a written, clear, concise, and consistent mission statement.

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Human Creativity:
"Human creativity is vital and brings us all connection."
"It is not up to us to judge whether creativity is good or bad."

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Rick Rubin: How to Access Your Creativity | Huberman Lab Podcast

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Customer Connection is Better for Business:
1). Be active on social media (i.e., Twitter, Facebook, Instagram).
2). Train customer service representatives with techniques to reduce customer frustration.

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Connect with customers through customized interactions and active responses.

You should reach customers where they are (e.g., face to face, phone, social media).

Show customers that you appreciate them, and elicit feedback through customer surveys.

This article is for small business owners who want to connect better with their customers.

Your customers drive your business, which is why it's so important to note how they interact with your brand. Don't just reach out to them when you want their business; find ways to continuously show them you care.

Jessica Alba, founder and CEO of The Honest Company, believes brands can learn a lot by staying connected and listening to their customers.

"I think it's important for brands, especially brands [that] are really consumer-centric, to stay connected," Alba shared at the American Express OPEN Success Makers Summit for Business Platinum Card Members. "Customers tell you so much from their behavior and how they shop with you."

Here are 10 effective ways to connect with your customers and build lasting relationships that can keep them loyal to your brand.

1. Don't use a one-size-fits-all approach.

You want your customers to feel special, and you can achieve this by approaching each one as an individual rather than just another customer. Grouping all your consumers together will only express inauthenticity.

"In our messaging, we will treat a heavy user of our app differently than a light user," said Jon Ziglar, CEO of ParkMobile. "We treat a new user differently than a veteran user. We try to make the messages as relevant as possible to that specific person."

2. Respond to concerns.

Don't just be available when your business is doing well or your customers are satisfied. If you want customers to trust and respect you, you need to earn it by proving your dedication to making them happy.

For example, ParkMobile received a one-star review from a man who complained that the app was inconvenient and took time away from his date. Instead of ignoring the comment or making excuses, Ziglar said, they contacted the reviewer directly to express their remorse and offered a gift card to the exact restaurant where he had been that day.

"He really appreciated the gesture, and we turned a 'hater' into a huge ParkMobile advocate," said Ziglar. "He even let us feature his story in a social media campaign.

3. Go above and beyond.

Ziglar's story about his interaction with the unhappy-patron-turned-advocate leads us to our next tip: Go above and beyond for your customers. As a small business owner, you will likely have a close connection to your customers, and you can use this to your advantage. Offer special discounts for customer loyalty, recommend specific products based on what you know about a customer's interests, and always remedy an unpleasant experience.

Some customers will have a negative experience with your brand. However, your job is to ensure your customer or client's experience ends well. Exceptional customer support will keep them coming back for more.

"Sometimes, you have to go above and beyond to build raving fans of your business," Ziglar said.

4. Follow up.

Following up is an easy way to earn customers' appreciation. No one likes to file a complaint or ask a question, only to hear radio silence. Respond to customers throughout their buying journey so they build a connection with you. This is also a great way to keep your business top of mind for your customers.

If an existing customer purchases a new or unique product, follow up with them to make sure they enjoyed it. Thank customers for doing business with you. Everyone likes to feel acknowledged. Follow-up is also a great way to identify unhappy customers before their unsatisfactory experience ends with a negative review online.

5. Keep it personal, not transactional.

Peelu Shivaraju, the owner and operator of a Money Mailer franchise in Michigan, says being more personal with customers strengthens your bonds with them.

Rather than being aggressive when selling, try to be more consultative and conversational so clients understand your intentions are pure, Shivaraju recommended.

"Nobody likes a salesperson," he said. "Don't go in talking about your product; go in and ask them questions about their business."

6. Focus on face-to-face interactions.

It's common to experience miscommunications when using technology as the primary source of contact. While emails and telephone calls are convenient, nothing beats face-to-face contact.

You can understand your customers better in person than over the phone or through a screen. Shivaraju makes it a point to drop in on clients to introduce himself and establish both a professional and personal relationship with them.

"I like to get to know my clients, what their businesses are all about," he said. "I do a lot of research about their business and ask them lots of questions to genuinely show interest. I want to learn everything I can to know how best to help their business."

It's easier to learn about a client by talking to them in person. However, some people feel more comfortable speaking to you from a distance. Shivaraju advised asking your clients what their preferred method of communication is and sticking with that.

Companies benefit from having social media accounts; however, simply having a social media account is not enough - you need to be actively engaged. A recent survey shows that 40% of users expect a brand to respond to them within the first hour of connecting, and nearly 80% expect a response within the first 24 hours.

Many shoppers see whether a company has an online presence before they will do business with them. Customers are already using social media platforms to browse new products, leave reviews and share favorite items with their friends, and you should meet them where they are. Interacting on social media can help your company's brand shine, and it is a great way to stay on your customers' minds and feed.

Customers are constantly reviewing and talking about brands on social media, and there is a good chance your company will be the topic of discussion at one point or another. Actively engaging customers on social media and responding to social media comments are great ways to direct the narrative about what is being said about your brand. It can also allow you to resolve negative comments as soon as they arise. [Read related article: Social Media for Business: A Marketer's Guide]

Your specific platforms will depend on your brand and following (e.g., Twitter, Facebook, Instagram, YouTube, Pinterest).

8. Grow with your current clients in mind.

If your customers are happy, your business will continue to develop. Shivaraju said not to get too caught up in quick growth, especially if it means giving less attention to clients and jeopardizing your customer service.

"I understand that business owners are always busy, so I always try to work around their schedules," he said. "All new clients get a follow-up visit after the first mailing goes out, as well as another in a few months to see how it's going. As long as [clients] give me a reasonable window of time, I'll always make myself available at a time and place of their choosing. My clients always come first."

Prioritizing your existing customers over acquiring potential customers is a great way to build long-term loyalty.

9. Show your appreciation.

Just as you would with supportive friends and family, make sure your customers know you recognize their importance.

Shivaraju appreciates two important groups of people: "The first is to my clients. They pay me money, so it's my responsibility to create the best possible ad I can for their business and get them high-quality new leads. The second is to the consumers of my product. I need to have my envelopes filled with quality hyperlocal content, filled with businesses that me and my family are comfortable doing business with so that they get opened and used."

Shivaraju mails out envelopes to his consumers, thanking them for purchasing local goods and services. He also recommended sending holiday cards and discounts to show gratitude.

10. Survey your customers.

A great way to stay informed about your customers' wants and needs is by sending out surveys. For example, your business can send out occasional customer surveys to elicit customer feedback on what products they like best, what changes should be made to existing products and what products should be added to your line. When your customers feel like they have input on what you are providing, it can help build loyalty.

Additionally, surveying your customers can help improve your overall product or service offering and cater to your customers' wants. This can result in higher sales, which means more money in your pocket.
Skye Schooley contributed to the writing and reporting in this article. Source interviews were conducted for a previous version of this article.

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10 Effective Ways to Connect With Your Customers - businessnewsdaily.com

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Connect with customers through customized interactions and active responses. You should reach customers where they are (e.g., face to face, phone, social media). Show customers that you appreciate them, and elicit feedback through customer surveys. This article is for small business owners who want to connect better with their customers.

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Which Phase Matters Most?
-Forming
-Storming
-Norming
-Performing
-Termination/Ending

I chose "forming" as most important because this is the foundation-building part of the team. It will be either weak or strong depending on how it is built.

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At this stage team members may challenge your authority or management style, or even the team's mission. Left unchecked, this can lead to face-to-face confrontations or simmering online tensions.

If roles and responsibilities aren't yet clear, individuals might begin to feel overwhelmed by their workload or frustrated at a lack of progress.

How Do I Recognize the Norming Stage?

Gradually, the team moves into the norming stage. People start to resolve their differences, appreciate one another's strengths, and respect your authority as a leader.

Now that they know one another better, your team members will feel more comfortable asking for help and offering constructive feedback. They'll share a stronger commitment to the team's goals, and they should make good progress toward it.

What Does the Performing Stage Look Like?

Now your team is in flow and performing to its full potential. With hard work and structured processes, the team is likely to achieve its goals efficiently.

Judith Stein, from MIT's HR department, says of this stage, "Roles on the team may have become more fluid, with members taking on various roles and responsibilities as needed. Differences among members are appreciated and used to enhance the team's performance." [2]

What About Tuckman's Adjourning (or Mourning) Stage?

Many teams reach this stage naturally. For example, projects come to an end, or permanent teams are disbanded and people redeployed.

People who like routine, or who have developed close working relationships with colleagues, may find this time difficult.

Using the Forming, Storming, Norming, and Performing Tool

Follow the steps below to ensure that you're doing the right thing at the right time:

1. Identify the stage that your team is at from the descriptions above.

2. Consider what you need to do to move on to the next stage.

3. Schedule regular reviews of where your team is at, and adjust your behavior and leadership approach accordingly.

Tuckman's model isn't a one-way street - teams may go back and forth between stages. When you hit the performing stage, keep observing your team's progress in case it slips back. For example, a new team member can disrupt the group dynamic, or a new business direction might mean you have to reevaluate your team roles and goals.

Leading Through the Forming, Storming, Norming, and Performing Stages

Forming to Storming

To establish clear objectives for the group at this first stage, create a team charter. And help team members to set personal goals so that they can see how their work will fit with the bigger picture.

Storming to Norming

Storming can make or break a team, so it's essential that you establish processes to track the progress and success of tasks.

Norming to Performing

Use your regular one-on-ones to encourage individuals to step back, review their goals, and take responsibility for them.

Performing to Adjourning

When the team has settled into the performing stage, you can focus on other goals and new areas to benefit the business. Free up more time for yourself - and boost team engagement - by delegating tasks and projects.

You should also make time for the group's personal development. Discuss with your team what opportunities and resources are available to them.

Adjourning (or Mourning)

If any team members feel uncertain about what's ahead, boost their confidence and career prospects by praising them at company meetings. And offer to provide LinkedIn recommendations and references if they're moving on.

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Forming, Storming, Norming, and Performing - Tuckman's Model for Nurturing a Team to High Performance

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Nurture your team to high performance with Tuckman's Forming, Storming, Norming, Performing, and Adjourning (Mourning) model.