Friday, May 17, 2013

How Was Your Flight?

Is it resource deprivation...  
or interview skills testing? 
What's the culture of your domestic staff team journey... and how's it represented during pre-board recruitment of your new crew members? 

Could a cursory review of your welcoming announcements provide a good indicator of the drivers within your processes... and provide some real value to determine if your navigation system is adequately tuned up to maximize great service?  

Have the jet streams which hold relationships together - often hidden in-between the lines of the black and white job description - been mapped out on radar... and to your own internal process reviews?

Shall we consider...

  • What specific actions have you developed - to ensure on-boarding for great success of your stakeholders' upcoming flight?
  • What specific actions have you taken - to ensure your team has all equipment needed, to provide stakeholders with a smooth, high-performance work and service experience?

From  ASTD Training + Development:

Frequent airplane passengers are likely to have read the following message prior to watching an in-flight movie: "The following film has been modified from its original version. It has been formatted to fit this screen." For purposes of this airborne analogy, lets fasten our seat-belts, power off any electronic devices, and firmly adjust our trays to the upright position. Better yet, lets substitute the word film for new employee and the word screen for organization so it reads as: "The following new employee has been modified from its original version. It has been formatted to fit this organization."
Sound familiar? This is the precise moment when we hit what can be denoted as organizational leadership turbulence.
...given the choice between individualism and the situation, people will naturally gravitate toward the situation rather than their own individuality. In other words, if the behaviors of an organization are, for example, hierarchical, rigid, closed, non-collaborative and uncooperative--even if the individual employs the opposite of these traits at a personal level and from the onset of his arrival--employees will, over time, act more like the organization (the situation) than how they might have behaved prior to joining the organization.
Do you feel that turbulence yet?
Fitting in
When new employees enter into an organization for the first time, they have previously been feted with the perks, benefits, and niceties of working at said company. The recruitment department is, at times, akin to the flight attendants of our airplane: smiling, providing free refreshments, and making sure your time in the airplane is as comfortable as possible.
What happens during mid-flight, however, is the inevitability and beginning of turbulence. That smooth, refreshing, and relaxed flight that was originally promised now has become a horror show of bumps, bruises, and spilled drinks through the first few months of employment.
New employees enter into an organization with two things in mind. First, they want to perform well in the eyes of those who have made the hire in the first place. After all, those who have made the choice to offer employment to the new employee probably want to see some form of return in their decision investment before too long.
Second, the new employee yearns to do well for himself. He also has made a decision, in this case accepting the job offer. Its important for this new employee to do well in his own eyes. No one wants a sketchy past of poor career decisions; thus, it is far more likely for the new employee to push himself to be a model corporate citizen for his own personal and future career development path.

Yikes.... trays and seats in the upright position can't help them now!

What can be done to assist employees to become the model citizens which Training and Development refers to?  What opportunities for providing great service can be communicated during your team projects pre-flight announcements, take off, and landing?