Monday, November 24, 2008

David Anderson - Warren Buffet- Thoughts on Life

YES, there are many challenges in today’s business world for example: Budgets, financing, credit, reduced demand for your product or service etc. Keeping you and your company in the window of opportunity when the business pie becomes smaller there is an automatic need for all business people to increase their skill sets.

“BUT” I still wonder why companies stop training their people when faced with difficult situations.

Business people Like Warren Buffet and his well trained team are out spending, investing knowing these are the times that will propel them further ahead of his competitors for the future. They have a different view on life.

Training within companies during challenging times positions their people out in front during and after an economical slow down.

Due to the time spent in training the company’s success is a direct reflection of the people it employs.
Over many years in the business world I have formed a strong believe that top producing companies flourish when there is an emphasis on well trained employees.

I ran across this great thought about life from Warren Buffett, Please click on the URL to my blog and you will find It at the foot of the current news letter in a Video format

David Anderson
Okanagan Training Solutions
Priority Management Interior BC
250 762-5096

Wednesday, October 29, 2008

TRUST MATTERS from priority learning link

Trust Matters!
Trust. You know when you have trust; you know when you don’t have trust. In last month’s Priority survey, more than half the respondents thought trust to be the most crucial element for team performance. Yet, what is trust and how is trust usefully defined for the workplace? Can you build trust when it doesn’t exist? How do you maintain and build upon the trust you may currently have in your workplace? These are important questions for today’s rapidly changing world.
Trust forms the foundation for effective communication, employee retention, and employee motivation and contribution of discretionary energy, the extra effort that people voluntarily invest in work.
Trust is telling the truth, even when it is difficult, and being truthful, authentic, and trustworthy in your dealings with customers and staff.
You cannot always control the trust you experience in your larger organization, but you can act in ways that promote trust within your immediate work environment. The following are 10 ways to create and preserve a trusting work environment:
Hire and promote people, who are capable of forming positive, trusting interpersonal relationships with people who report to them, to supervisory positions.
Develop the skills of all employees and especially those of current supervisors and people desiring promotion, in interpersonal relationship building and effectiveness.
Keep staff members truthfully informed. Provide as much information as you can comfortably divulge as soon as possible in any situation.
Expect supervisors to act with integrity and keep commitments. If you cannot keep a commitment, explain what is happening in the situation without delay. Current behavior and actions are perceived by employees as the basis for predicting future behavior. Supervisors who act as if they are worthy of trust will more likely be followed with fewer complaints.
Confront hard issues in a timely fashion. If an employee has excessive absences or spends work time wandering around, it is important to confront the employee about these issues. Other employees will watch and trust you more.
Protect the interest of all employees in a work group. Do not talk about absent employees, nor allow others to place blame, call names, or point fingers.
Display competence in supervisory and other work tasks. Know what you are talking about, and if you don’t know—admit it.
Listen with respect and full attention. Exhibit empathy and sensitivity to the needs of staff members.
Take thoughtful risks to improve service and products for the customer.
If you are a supervisor or a team member, set high expectations and act as if you believe staff members are capable of living up to them.
When trust exists in an organization or in a relationship, almost everything else is easier and more comfortable to achieve.
Trust is built and maintained by many small actions over time. Marsha Sinetar, the author, said, “Trust is not a matter of technique, but of character; we are trusted because of our way of being, not because of our polished exteriors or our expertly crafted communications.”So fundamentally, trust, and here is the secret I promised in the title of this article, is the cornerstone, the foundation, for everything you'd like your organization to be now and for everything you'd like it to become in the future. Trust Matters-lay the groundwork well.You can always trust the Priority Curriculum to deliver first-class training for you and your organization!

Wednesday, September 24, 2008

David Anderson - Kelowna - Business Week - Work-Life Balance: How to Get a Life and Do Your Job

Great article in Business Week about Work Life balance that I would like to share with you. David Anderson Okanagan Training Solutions

Work-Life Balance: How to Get a Life and Do Your Job
BusinessWeek readers make it seem possible. Here's how some have succeeded in a balancing act
Edited by Michelle Conlin

There is a species of knowledge worker that seems transcendentally competent when it comes to finessing work-life balance. These are the people of the tidy desks and tidy homes. The work-life super class. They don't skulk in late like the rest of us. They don't wear rumpled clothes, miss deadlines, or weaken before the vending machine. Are these people for real? Is work-life balance achievable? We asked our readers. Some responders groaned that, owing to a hypercompetitive workplace and the race for status, the answer was no. But more disagreed, having found ways to make their lives less chaotic when it comes to juggling what often feels like two full-time jobs. Sanity actually exists, they say. Hallelujah! Now, dear readers, over to you.

David Anderson - Okanagan Training Solutions – Teaching at UBC Okanagan Kelowna

In January and February of 2009 David Anderson of Okanagan Training Solutions will be teaching at the UBC Okanagan in Kelowna.

This course call Business Theatre is in a nut shell based on the company’s place of business being staged and directed like a theater performance. It is based on teaching the students a different form of business and personnel communication skills based on Business Theater.

Participants will learn verbal & non verbal communication management with: clients / customers / co-workers when confronted with, Intermittent Explosive Disorder (IED) and acquire the skills for managing conflict resolution.

The philosophy behind Business Theater is to teach employee’s and management the art of telling and selling the company story, living and acting the vision, being committed to the story line and have all employee’s playing their part in telling the story before any product or service is ever sold.

David Anderson - President - Okanagan Training Solutions
Priority Management - A Better Way to Work
250 762-5096 / 1-877-762-5096
Okanagan Training Solutions workshops are held in the following cities:
Kelowna, Penticton, Kamloops, Veron, Salmon Arm, Prince Rupert, Prince George, Williams Lake, Quesnel, Nelson

Wednesday, September 10, 2008

David Anderson - Okanagan Training Solutions - Retail Business Training – Retail Theater

Retail Business Training – Retail Theater

Retail Theater is a strategy that addresses the changes in how and where people purchase today.

These changes are based on the changing motives’ that stimulate the purchasing process from today’s internet and gamer savvy consumer”.

Todays consumers are more interested in retailers who are going to “entertain their minds and provides an atmosphere of a true live shopping experience” rather than what the traditional retail has provided for many years.

The internet savvy shopper is looking at the “overall experience which includes entertainment as a key factor when they visit your retail establishment”.

The place to go, The place to be seen and the place to be able to interact with likeminded customers.

To book and assessment contact:

David Anderson - President - Okanagan Training Solutions
Priority Management - A Better Way to Work
250 762-5096 / 1-877-762-5096
Okanagan Training Solutions workshops are held in the following cities:Kelowna, Penticton, Kamloops, Veron, Salmon Arm, Prince Rupert, Prince George, Williams Lake, Quesnel, Nelson

Wednesday, August 20, 2008

David Anderson - Okanagan Training Solutions - Improve Communications by asking the correct questions

Have you ever been in a conversation with someone who just drones on and hammers their opinions, without once stopping to listen to what you might have to say? I don't know about you, but whenever I find myself trapped into a conversation with one of these people, it takes every ounce of my self-restraint not to scream "Who cares?!" In fact, I have yet to meet a customer who enjoys the experience of having a sales person force their opinions and perceptions on them - even (or perhaps especially) when those sales people felt they were only offering their "honest opinion."
Today, we continue our series on "The 9 Fine Lines to Sales Success" with a closer look at the fine line between offering an honest opinion, and being brutal with the truth.
Don't get me wrong, our opinions are important - to ourselves. Nobody needs to hear all your opinions - especially not your customers! The mistake most sales people make is thinking that it is our opinions and perceptions that influence the customer to buy. The fact is, most successful sales people find that the complete opposite is true: they are far more successful when they don't express their opinions and perceptions, and instead limit their communication entirely to the facts and their emotions.
Making sure you don't cross the line
Honesty is stating facts the way we see them, and sharing how we feel about those facts. Brutality is attempting to force our opinions on others, blaming others for what we think they did wrong, or adopting an attitude that just screams "I told you so."
Successfully staying on the right side of this line depends entirely on your ability to get your customers to share with you their emotional reasons for buying your products. How do you do this? By asking them the right questions - questions that will move your prospect from an intellectual position (knowing they have a problem that needs to be solved) to the emotional state of trusting you to solve that problem in a way that will satisfy them.
The right questions, in other words, are ones that will help you to reveal a buyer's true motivations. To help you get the answers to those questions - and close more deals in the process - try the following four steps to building more lasting and profitable customer relationships:

1. Identify the intellectual problem.
Q: What's the biggest challenge you're facing today in the area of X?
Q: Our clients tell us that we help them solve problems in the area of X. That's not a problem for you, is it?
Q: What plans have you made to?
2. Develop an intellectual awareness about this problem.
Q: Can you tell me more about it?
Q: Could you be more specific?
Q: How would you improve?
3. Get emotional! Identify the specific business impact of this problem.
Q: How has this problem impacted your organization?
Q: What will happen if this problem continues?
4. Identify the specific personal impact of this problem.
Q: What impact does this problem have on your job / your staff?
Q: What will happen if you don't find a solution to this problem?

Staying on the right side of the line
Once you've revealed your prospect's true emotional reasons for buying your products, you're ready to move to the next step in streamlining your communication: learning how to share your emotions during the sales process.

Now, I want to be very clear here: I'm recommending that you describe your emotions, not that you show them - especially if that would mean breaking down into tears or a screaming tirade.
When it comes to expressing your emotions, think of yourself as Tarzan. Tarzan was a man of few words, yet he was always able to express himself in a way that people understood. Keep it simple, and simply report your emotion: I am mad. I am upset. I am stressed.
For example, you might say to a customer: "I noticed that we haven't received the purchase order from your purchasing department yet, and I'm worried that this will delay your implementation." Or: "It's been a couple of weeks since we agreed to talk about your order. If we wait much longer, I'm concerned that they'll be out of stock."
David Anderson
Okanagan Training Solutions
Priority Management Interior BC
250 762-5096 / 1-877-762-5096

Monday, July 14, 2008

David Anderson - Champion Service in Tennis & Business for Better Net Results in Tough Economic Times

I recently received and email from my daughter on the Gold Coast in Brisbane Australia that deals with Customer Service. I thought I would like to share it with you on my blog.

David Anderson / Okanagan Training Solutions

‘Whether serving customers or tennis aces, you’ve got to keep your eye on the ball if you want to be a winner.’

I’ve watched and played countless hours of tennis and whether it is Wimbledon or the Australian Open, I’ve never once seen a player win a match by looking at the scoreboard. Champions keep their eye firmly focused on the ball and let the scoreboard take care of itself. Yet, how often are we so busy measuring customer satisfaction results and looking at the scoreboard of tangible indicators, that we take our eye off the actual customer situation? A classic example was an attempt to improve train service. Although there were indeed improvements with running on time, it was also revealed that they weren’t stopping at all stations to pick up the passengers, as the drivers were only focused on the measurement of timeliness! So much for keeping your eye on the ball!

Let’s look at the acronym of the word, ‘service’ and other such analogies between service in tennis and service to customers.

Too often, we have confused service with subservience and people in service jobs have not had the high self-esteem that their roles deserve. How often have you played doubles with someone who ducks and calls out “Yours”? How often do you work with individuals who do an equivalent ‘duck’ and call ‘yours’ when there’s a tricky customer situation? We need to feel useful and be able to step up to every customer situation, difficult or otherwise, take ownership of that moment, and call out ‘Mine”.

Exceed expectationsAs customer demands increase, we need to constantly meet and exceed their expectations. We can never take them for granted. It’s not always the number one seed who wins Wimbledon but often the up and coming players who are willing to go that little extra distance to gain that slight competitive advantage. So too in business-and no matter how great a champion you or your organization may be, success in the past is no guarantee of success in the future.

We all know that things go wrong from time to time and even customers appreciate this fact. Encouragingly, the research shows that if you satisfy a customer complaint, and do so quickly, the majority of those customers will become more brand loyal to your organization if they feel you’ve adequately recovered from an initially unsatisfactory situation. Just like missing a first tennis serve, most customers let you have a second chance. It’s equally important to remember that 96.7% of unhappy customers never take time to complain so you better not double fault on those who do.

It’s not only essential to keep your eye on the ball but to keep in mind a long term vision in order to successfully win tennis games or customer loyalty. Neither happens overnight and in order to maintain a key competitive advantage, keep in mind a long-term vision. Tennis games aren’t won or lost on centre court. They’re won or lost on the back courts-hour after hour, day after day, week after week, month after month, year after year of practice before you even qualify to play in the big game.

Even if we never reach centre court, our tennis game can improve through practice. The difference between an amateur and professional tennis player is that an amateur will practice until they can get something right. A professional will practice until they never get it wrong. We need to be professional in our approach to servicing customers, as consistency is a key retention factor.

CareIf you’re a tennis coach, you care about your players, just as a service provider must care about the needs and wants of their customers. Customer care should never be some phoney platitude but a genuine, heartfelt desire to help the customer by placing yourself in their shoes, whether they be sneakers or high heels! If you like your job and look for daily opportunities to do this, you’ll find it easier to succeed. It’s better still if you love your job; love helping people. In tennis, love is nothing. In life, it’s everything! And it’s important that we genuinely care about serving our customers, our organizations, families, communities, planet and ourselves-not necessarily in that order.

EmpowerWe all like to feel that we can make a difference to the final score; that we’re a valued team player; that we can be empowered to stretch ourselves beyond former personal bests. John Akers, CEO of IBM, once said:

‘If you always get your first serve in, you’re not trying hard enough.’

Unlike Wimbleton, it’s certainly not all strawberries and cream in the world of customer service-especially in tough economic times-but it will be game, set and match to those individuals and organizations who recognize that looking after your customers will result in increased net profits.

Love all. Love all customers. The ball is truly in your court so remember that:

Whether serving tennis balls or customers, you’ve got to keep your eye on the ball if you want to be a winner.

Catherine DeVrye MSc, CSP - Author of Who Says I Can't?-Hope Happens-Hot Lemon & Honey- Good Service is Good Business

David Anderson
Okanagan Training Solutions
Priority Management Interior BC
250-762-5096 /1-877-762-5096

Wednesday, June 25, 2008

David Anderson - Okanagan Training Solutions - WHAT TIME WILL YOU FINISH WORK TOMORROW?

David Andereson / Okanagan Training Solutions - Kelowna

I read this great article that I would like to share with you.

Just as few people are trained in information management, even fewer are trained in workload management. Yet every job in the world entails balancing a series of to-dos with the clock. Our experience with over 1,000,000 customers worldwide in best-practice productivity processes, shows that very few people have a realistic plan for each day. Most plans that we see are long lists of unprioritised tasks-more of a wish list than a plan.

Here is a quick check as to how your workload management processes compare to best practice. Firstly, think about where you presently keep all the things you have to do . How many of the following tools do you use each day? Notepad, paper to-do list, scraps of paper, post-it notes, whiteboard, piles on the desk, Inbox, electronic to-do list, diary, electronic calendar and your memory. No wonder we so quickly lose the plot and find ourselves unable to finish 'a day's' work.
Best practice demands just one place to plan (yes, that’s ONE). When our work is in one place then we have something we can manage and control.
Now we have consolidated our tasks into one location we have a process that will get you home on time!
1. Write down all the things you need to do tomorrow in one place. (It can be your Priority Manager or your electronic calendar)
2. Estimate how long it is going to take to get each item done. Total the time - does it fit into an 8 hour work day?
3. Are you likely to be interrupted tomorrow? If so, how will that impact your work? It will most likely double the time it takes to accomplish your work. Ask yourself if you can still get the work done after the interruption time is added?
4. Have you included time for lunch? What about travel time to and from your appointments? What about time to check your email? Remember that time for lunch, coffee breaks and checking email can easily add up to one-and-a-half hours.
5. Now total the realistic time and block out your calendar. What time are you going home? Is it the time you want to go home?

Start today to develop the skills that will help you stay balanced and in control of your personal agenda. By developing essential skills such as personal organization, life/work balance and workload management you will improve every aspect of your life.

Go to these links to learn more: Working Smart with Outlook ,
Working Smart with Lotus Notes
David Anderson
Okanagan Training Solutions
Priority Management Interior BC
250-762-5096 /1-877-762-5096

Okanagan Training Solutions workshops are held in the following cities:Kelowna, Penticton, Kamloops, Veron, Salmon Arm, Prince Rupert, Prince George, Williams Lake, Quesnel, Nelson

Wednesday, May 28, 2008

David Anderrson - Okanagan Training Solutions - The first quarter of 2008 is OVER

David Andereson / Okanagan Training Solutions - Kelowna

The first quarter of 2008 is OVER, did you reach your first quarterly goals or objectives ?

YES ___ NO____
If your answer was NO, did you understand the reasons that kept you from obtaining them?

YES___ NO____

At Priority Management Interior BC we help our clients increase productivity in the areas of
greatest return, Their time. Through our training, graduates learn to manage their workload with less stress and gain control over their day to day activities with a gain of 40-70 minutes

How can you help me achieve my goals?

Through our training we will help you acquire the skills to manage your workload which will allow you to experience less stress, gain back control over their day to day activities and enjoy a Positive Work / Life Balance.

How does your Training method work?

At Priority Management we use a comprehensive system that makes our clients think differently about how they run their business and their lives.

The competitive advantage our clients gain through Priority Management training is based on the unique concept we originated to identify, measure, and improve the performance of individuals, teams and organizations.

This is accomplished by introducing participants to our 8 step program which is broken down into 3 key elements, Decide, Do and Deliver.

If you want positive results for the second quarter of 2008


David Anderson
Okanagan Training Solutions
Priority Management Interior BC
250-762-5096 /1-877-762-5096