Monday, April 30, 2007

書評: 人生教練

轉載: 警聲
推薦人:心聆大使莫泮淋

「教練」(Coaching) 是歐美流行多年的管理技巧,也是其中一種發展得最快的專業。「教練」的理念雖然源自歐美,其核心思想卻充滿了中國傳統人文思想和智慧。 以人為本,重視發揮個人獨特的潛能,令管理技巧再不是冷漠的理論和數字指標,變成活生生的實踐。

《人生教練》是一本簡易精練、深入淺出的書,它教人如何了解自我的暗區,從而更有信心突破自己、發揮潛能。 本書共十四章, 主要教人如何了解自己及他人,並透過運用各種技巧,去擔任自己和他人的生命教練,使自己和他人能重新審視自己的人生價值和目標,再次重定人生方向,使自己及他人達致一個不斷成長及更完滿的人生歷程。

對警務人員而言,書中的第七及第八章特別涉及人員所需具備的「對話和聆聽技巧」和「激勵自己和他人」的知識。讓我們一起學習更新,提升大家的心理素質。

企業教練 非引導性提問 效益大

轉載: 經濟日報
2004-11-15

「有無搞錯,幾時搞掂?」一條我們經常問的問題,原來已犯下致命的錯誤。1. 假設對方做錯了;2. 暗示對方用最快的時間搞掂。結果未弄清問題根源就急 解決,往往導致多一次的失敗。章濤就曾親身經歷:「應該問 open-ended question,才能真正解決困難。」他在企業教練課程中,學曉了一連串提問技巧,現時不但整體生產力提升,管理員工也輕鬆了不少。另一名學員林志偉,同樣透過提問,幫助員工克服困難,改善與客戶關係。

個案1:生產力上升 治標又治本   

今年初,章濤跑了去學習當一個「企業教練」。一星期一堂的課,他連續上了大半年,結果他發現效果顯著。   

「員工能夠自行解決問題,少了來尋找協助。開會更有效率,不用我給指示,他們也清楚自己的工作目標。整體生產力提升,現時我用相同數目的員工,收入卻比從前多。」   

章濤是 Udomain Web Hosting 的老闆,擁有員工 30 名。過去,無論是他還是員工,都習慣從上而下的管理方式,形成同事間對他的依賴,無形中增加自己的工作量。「以前有位員工,甚麼事也來找我。」那時候章濤還未懂得企業教練技巧,每次員工前來發問,他就給答案,治標不治本。「完成課程後,我明白到,我的責任是輔助他思考問題的解決方法,而不是直接給他答案,於是我透過不斷向他提問,讓他學曉如何自行解決問題,現在他已少了來 seek help。」   

其實章濤以前也用過相類的方法,但方式並不正確,往往弄巧反拙。「以前我會用許多規限性問題問同事,例如開會,如果有甚麼事情搞唔掂,我會問:『有無搞錯,幾時搞掂?』 結果迫令他們還未搞清問題所在,就答我明天搞掂。但現在遇上同樣情況,我會問:『尚欠甚麼才能完成?』 這類 open-ended question,協助他們認清問題的根本,才能真正解決困難。」改變了提問方式,員工整體效率提升,章濤亦比從前輕鬆。「以前所有事情是 top-down 的管理形式,現在有些是 bottom-up,每個階層的員工也清楚自己的方向。」

個案2:Open-ended提問 摸清心理   

林志偉的個案跟章濤有些分別,他是陳鎮中林志偉會計師事務所合夥人,員工不像章濤的多,只得 5 名。他面對的問題,主要是同事考不到會計師專業資格試。   

「因為職業性質的問題,他們是否考取得到專業資格,關乎會計師樓的運作。」同樣透過 open-ended 的提問,林志偉幫助員工找出他們失敗的原因。「究竟他們是力有不遞?還是不想考?透過發問形式,我跟他們一起找出答案。」至於生產力是否因此而有所提升,林志偉說因為當時他只得 3 名員工,很難就此去衡量,不過他與客戶的關係則有所改善。「課程有部分涉及性格分析,可以應用到不同的人身上,讓我容易了解客戶的個性,溝通更為直接。」

何謂企業教練?   

章濤與林志偉所說的 open-ended 提問技巧,正是企業教練課程的基本理念。   

企業教練在美國流行了 10 多年,始於 80 年代經濟由工業轉向知識型體系,香港早在數年前引入,吸引了近 200 名管理層、HR 及老闆修讀,目的是藉 提問,幫助被問者思考自我、發掘盲點、了解問題癥結。   

所謂「盲點」,是看不到的企業問題。現時世界步伐急速,企業為了比競爭對手更快達到目標,往往不自覺地把思維集中在「如何做到」,忽略了定立目標的原因及現時的處境,因而導致失敗。「他們以為已經對現況及目標了解,事實不然。」導師陶兆輝說,透過一連串模擬發問技巧訓練,能令企業確認盲點,改善經營。

1. 沒有預設答案的問題
  

企業教練最常問的,就是「還有呢?」,希望在沒有預設答案的問題下,發掘更深層的問題,從而確認企業的盲點。   

舉例:「你寫下 10 萬元,是否因為……?」這條問題已經假設了答案,同時引導了答案的方向。陶兆輝指出,企業教練最忌提出引導性問題,「因為不能發掘問題的真相。」

2. 不要問「點解?」   

採訪中,陶兆輝問記者為何穿上一件披肩,記者一時三刻答不出個所以然來,索性說不知了事。陶兆輝說這樣的答案也是教練最怕聽到的:「對方答不知道,或者不曉得,令到你不能問下去,同樣發掘不到問題的真相。不過遇上這種情況,千萬不要放棄,可以換個方式問:『穿這件披肩,對你有甚麼好處?』 同是問點解,卻避免了用 『點解』 這字眼,讓對方提供答案,令你能夠繼續提問。」

3. 不要審判   

陶兆輝提醒,不論對方的答案如何不合邏輯,也不可以加上主觀的審判,因為這會直接影響接下來的提問。

4. 不要害怕沉默   

根據陶兆輝的經驗,中國人內向,要想得很清楚,才會作答,構成一段時間的沉默。如果作為提問者,不能忍受靜止了的空氣而提出另一個問題,一方面會給自己閂上門,亦會打斷對方的思路,令他感覺沮喪,兩者均讓你得不到答案。正確的做法是一直等下去,直至他想好答案開腔為止。「對方正在忙碌地思考,不會感到 dead air 時的尷尬氣氛,其實覺得尷尬的只是你。」   

下月,陶兆輝將與聖雅各福群會合作,在中山舉辦課程,內容將會針對中國人的特性,加入中國元素。

教練世紀   

盡管企業教練的概念早在數年前已引入香港,但發展並未成熟。「香港人需要較多的時間,接受管理新概念。」陶兆輝說,概念在美國流行多時,目前已發展到內地。在他的著作《人生教練》中,甚至提出證據聲稱教練世紀已經來臨:   

★前美國總統克林頓在位期間聘請私人教練以輔助自己的事業。   
★專業教練行業源自歐美,不足 15 年歷史。但據估計,現時全球的專業教練約 8 萬人,而企業內部教練更不計其數。   
★在美國,有 25% 的企業管理人認同自己是員工的教練,多於是團隊的領導人。   
★企業的中、上級管理人聘請私人教練以提升業績已是一種趨勢,因為專業教練技術可以提高下屬的表現及能力。

盲點 vs 開竅

轉載: Recruit

要快樂和有目標地生活,須掌握當中的哲學;只要想得通、做得到,便可以令人生變得更加精采。

書名:《贏一場人生》助人提升的42種教練規律
作者:劉遠章/陶兆輝

或許你已經對這類勵志書籍不感興趣,心想又是老生常談。開初筆者也有相同的想法,但當細閱此書,便發現當中的道理既深刻又易明,有助你重新認真地檢視人生。

此書的特色,除了用生動的例子和淺顯的文字說明不同的道理外,在每一則道理或者規律後,更會加入「教練對話」,以教練的角度協助你移走視線阻礙,讓你發現自己的盲點,然後從中找到自己的答案。例如在「筆記意念」中講到,偉大天才都有一個共同點,就是愛做筆記,達文西一生便最少寫了7,000頁筆記,今天成為了人類寶貴的財富。

而在「教練對話」中,作者便詢問你:在你人生經歷中,哪些是值得紀錄?哪些是不值得?從而助你反思人生。之前筆者曾分別訪問過劉遠章和陶兆輝,他們給人的感覺是專業、樂觀和健談,是很歡迎的人生教練,今次他們再度手著書,對讀者來說實在是一件好事。

優質服務管理新趨勢

轉載: 香港商報
2007年4月12日
文: 劉妙賢

商業社會講求高質素顧客服務

除了提供良好服務態度外,還強調‘貨真價實’的原則,但香港近日竟發生優質商戶售賣冒牌劣質珠寶鐘表事件,損害旅客在港購物信心。可見當企業在顧客服務管理方面稍有差池,便足以破壞一直辛苦經營的信譽。

企業管理總離不開與人的關系,當中的顧客服務更備受重視,不斷強調提供高質素服務水平,但至今仍未出現一套公認的優劣標準。因此,服務經營管理漸受企業重視,這標示一個新優質服務時代的來臨,將會為業界帶來新衝擊。

服務質素陷入瓶頸

旅遊業作為香港的一大經濟支柱,企業在二十多年前已注重顧客服務,以高水準的服務與產品質素為賣點。國際優質服務管理師資格ISOMP注冊課程導師陶兆輝說‘顧客服務可分為三個時期,約二十年前的第一個時期標準只是不得失客人,而第二個時期約十五年前,亦即是現在大部分企業所採取的準則──令顧客開心“Making you happy with us”。’現今大部分企業仍沿用十多年前的服務模式──專注在訂立標準及培訓,員工按本子辦事便可,在實行初期確實能取得成功,但發展至今卻停滯不前。

‘近來出現懷疑黑店事件,可能是因為業界沒有一個獨立機構來定期監管及認證企業的服務質素。’由一個具公信力的獨立機構來認證優質顧客服務,才能得到大眾的認同和信心。‘SGS是世界上規模最大,具有國際公信性的認證組織,當中亦有服務質素標準QualiCertR。’國際優質服務管理師資格ISOMP注冊課程導師吳錦棠強調,優質服務管理是‘一年一小變,三年一大變。’當企業完成首次優質服務評估後,每年都會根據上一次的標準作評估,但到了第三年時便要重新為企業再作一次完整的評估,可見優質的顧客服務標準必須與時並進。

全方位服務管理

一些看似微不足道的事情就是組成優質服務管理的元素,吳錦棠舉出簡單例子,‘一間售賣水龍頭的公司,因場地所限未能將貨品全部展示,很多時候需要翻查產品目錄,在進行優質服務管理時,管理者便會考慮到,員工拿出產品目錄的標準時間是多少呢?是否能熟悉地翻出所需資料呢?’360度全方位顧客服務突破性管理是一個以客戶為中心的服務文化,不單是注重對顧客的態度或產品質素,也要包括考慮顧客感受需要、購物環境的安全與衛生問題等。管理者需估計客戶對服務的期望、找出員工管理與顧客服務的問題、對比競爭對手的情況,進而確立企業核心價值,定下切合自身需要而又可行的服務標準,藉此提升客戶服務質量與客戶對企業之認同感及忠誠度。

交流不等于交易

‘優質服務管理最重要一點是與客人保持緊密關系,令他們得到真正想要而又具價值的服務或產品,進而獲取客人的忠誠。必須強調一點,與顧客的交流不一定是以交易為目的。’陶兆輝認為與客人保持緊密關系是絕不同于客戶關系管理(CRM),因它已淪為純作推銷用途的客戶資料庫。優質服務管理是要令顧客得到他們真正需要的有價值服務或產品,而不是那些對他們來說可有可無的東西。如電訊公司不時為顧客提供額外‘優惠’,如免費使用接駁鈴聲等,可惜大部分客人最終都會產生負面的感覺,除了實際需要不大外,主要是因為當優惠期過後仍未取消服務時,就要收取費用。這情況甚至不能達到‘不得失客人’的最低服務標準,可見就算是世界級優質服務標準也不是適用于任何企業。

真正神秘顧客

‘雖然不少企業均會採用神秘客戶措施,但成效不大,因為神秘客戶已經不再神秘,他們總離不開做一些刁難職員的行為,當職員遇到類似情況便會有所警覺。’陶兆輝表示雖然優質服務也強調神秘客戶的作用,但一定會聘請‘外人’,更要根據標準作專業評估,這全是為了‘真實感’。吳錦棠說‘神秘顧客不只是惠顧一次,他可以對購物行動作出“跟進”,如留下聯絡資料待職員回覆,或是買下貨品等,務求令整個過程如真正購物一樣,這才是有效的神秘顧客措施。’陶兆輝談到優質服務管理趨勢時表示‘能夠與客戶維持長遠、良好的關系,比不斷的單一銷售更有效地促進產品和服務之營銷,亦可為企業建立正面形象,隨著競爭加劇,顧客越來越具更高的認知,分析產品服務的能力更強,為現有的顧客服務計劃進行優化及重新定位,將會是各大小企業必備的致勝關鍵。

專家教升職3招

轉載: 明報 2006年11月21日
明報記者 薛偉傑

進入權力核心,是很多上班族的夢想。但很多人終其一生,都未必有此機會。事實上,有些升職如坐直升機的人是「有樣睇」的,他們的行為模式以及投射出來的形象,都是與別不同的。今次就找來幾位專家為大家教路。

關於晉升之道,企業培訓師陶兆輝就說得很妙。「Promotion既可以解作晉升,也可以解作推廣。不就說明了晉升和自我推廣之間的關係?」

晉升=Promotion=推廣

陶兆輝以前也曾打過十多年工,曾晉升至一家台式飲品連鎖集團的總經理。根據他的觀察,一些人容易升職,確是有可尋的。例如,他們在公司內有某些知名的工作技能;長袖善舞、面面俱圓;不時扮演意見領袖,代表或整合各人的意見;協助他人,甚至其他部門(可延伸自己的影響力)。

其行為模式和形象令人覺得他們像上一級的人,如衣著、談吐、閱讀的刊物等。在公司內有上中下的人際網絡(下屬也擁戴),在公司外更有一些專家網絡。

陶兆輝建議,打工仔在事業初期要重量,令人覺得他可以負擔較多的工作量;中期則要改為重質。還要經常分析上一級的職位需要什麼技能和知識,這些東西自己識不識,可以怎樣學識。至於自己的功績,則應盡量轉化成數字。數字大的話,就用數字表達;數字小的話,則可用百分比表達(令數目好看一點)。

增進職位所需知識技能

此外,也要研究公司晉升他人的歷史,公司在行業內的前景,部門在公司內的位置等等(評估需否轉部門或跳槽)。因為若公司倒閉才跳槽,身價多少會受影響。

但陶兆輝強調,所有自我推廣技倆,都要在具備工作能力的前提下才有意義。否則,升了也很快跌回來。另一方面,也要自問是否真的喜歡領導他人。若不具備這性格,則可走知識工作者(knowledge worker)的路線,也可有較佳的待遇。

轉載: 在生活中實踐 重新審視人生

NLP身心語言程序學在生活中實踐 
重新審視人生

轉載: 明報 Jump
2007年1月25日


如果要選一門適合大部分在職人士進修的課程,筆者會選NLP身心語言程序學。

身心語言程序學是一門研究身、心、語言互動關係的實用心理學,藉著觀察身體動作及語言來瞭解人的思想行為;它同時是一種促進行為轉變的科學,運用身體動作、語言及思想方法來影響改變自己及別人。不論從事商業、銷售、教育培訓、輔導、社會工作、醫療,或任何希望改進自己,加強個人競爭能力的人士均適合修讀。

聖雅各福群會延續教育中心將於今年4月開辦第九屆「身心語言程序學NLP執行師證書課程」,由陶兆輝博士任教。此課程的特點是讓學員有充足時間學習掌握NLP技巧,使能真正可應用於工作和生活上。修讀時間為期一年,與坊間絕大多數集中在數日內完成的課程完全不同。若就證書的認受性來看,兩者其實分別不大,為何別人五日、七日便可完成的課程,該會卻要花一年時間去教授呢?

給予學生領略與反思

聖雅各福群會延續教育中心經理劉遠章解釋,因為NLP是一套需要時間去消化、吸收和實習的技巧,著重應用方面,而非理論層面。

「雖然七日內確實可以將內裏所有理論技巧都灌輸給學生,但時間太緊迫,內容過於壓縮,學生囫圇吞棗,很難全完吸收,更別說應用在實際作和生活中了。我們將課程拉長,將內容講得更仔細,目的是要讓學生有足夠時間領略和反思,然後嘗試在生活中實踐,再將經驗帶回來在課堂與同學和導師交流,通過學習、吸收、實踐、分享、反思等過程,更有效和全面地學好這套技巧。」

修畢課程獲認可證書

該會的NLP課程另一特點,是學員可在「個人成長」和「商業應用」兩個大類中任選其一。整個課程共有八個單元,其中有五個單元是上述兩大類別都需要修讀的,包括:「基礎理論及技巧」、「行為精進」、「心態突破」、「成功策略」和「理念整合」。至於另外三個單元,「個人成長」類還包括「基礎催眠治療學」、「身心治療 」和「高級語言模式-強勢溝通」;而「商業應用」則有「巔峰團隊管理」、「第二層次說服溝通學」和「身心語言教練學」。

修畢全科並完成作業和通過考核,可獲由 The Institute of Mental Technology 發出 的「身心語言程序學NLP執行師證書」,另外選修「個人成長」系列的可再獲頒「身心健康維護證書」,而選修「商業應用」的則可獲「身心語言商業管理證書」。

本著助為人為先精神

純粹從商業角度而言,一個一星期也可完成的課程,卻用上一年時間去教,好像不符合經營原則;但作為非牟利團體,聖雅各福群會更著重是否能真正幫到有需要的人。劉遠章解釋:「我們是社會服務機構,做任事出發點都是助人為先,我們希望教出來的學生不單自己得益,更可以將所學充分發揮出來,惠及他人。其實,坊間NLP課程已有不少,我們若不是認為有此必要,覺得以這種方更能將NLP這套技巧完完全全地教給學生,便沒需要多此一舉。」

「對學生而言,課程延長也是有百利而無一害,除非他急於取得證書。就過去幾屆畢業生來看,他們的改變真的很大。在接觸NLP之後,他們都會重新審視人生,審視自己的生活,他們有的會轉工,有些去讀書,做自己真正喜歡的事,而且卓然有成。其中一位讀完後毅然辭去工作全職讀書,現在已做了心理治療師,有些自己創業,大都有明顯進步。」

免費課程令更多人受益

正因為本著助人為先的精神,聖雅各福群會更開辦了一個完全免費的「身心語言程序學精要技術課程」。

劉遠章說:「這個免費課程已經是第四屆,每次反應都相當熱烈。我們開辦免費課程的原因,是希望有更多人接觸到NLP、認識NLP,和使用這些技巧去幫人,一方面使NLP普及起來,另一方面令更多人受益。」

身心語言程序學精要技術課程

這個免費課程會以講座形式進行,課程合共五堂,每堂各有不同主題,包括:「學會學習」、「取勝之道」、「助人提升」、「自我催眠」和「身心健康」。

今時今日優質服務客人=屋企人

轉載: 東方日報 2007年4月19日
撰文、攝影:黎雅麗

不時聽到一些無良商人欺騙客戶的手法,近日內地遊客在港購物懷疑被騙個案,更成為城中熱門話題,不禁令人關注優質服務管理的重要性。其實要增加公司的收入,與客戶建立親密的關係才是關鍵,最近有進修機構新推出國際優質服務管理師(ISQMP)註冊課程,灌輸一套視客戶為家人的服務管理標準。

服務水平不斷提升

過去10年,香港大部分的知名企業機構,無論是商業層面的零售、服務業、銷售企業等,或是面對普羅市民的政府部門,都正在不斷提升服務水平。近年旅遊業成為香港經濟的一大重要支柱,除增加大型的旅遊景點外,服務水平及貨品質量也是吸引遊客的主要條件,因此服務經營管理將是21世紀的管理發展重要課題。

過去,企業把重視的「服務標準」及「培訓」作為改進服務素質標準,成績做得頗為理想,但要令業績進一步突破,必須具備國際水平、獨立公正、專業而且全方位的評核。由世界上最大的測試、認證及驗證機構SGS提供的QualiCert國際優質服務認證,便是其中一個公認的標準。

取得資格須通過考試

QualiCert認證體系主要透過企業外部的內審員,公正、客觀地剖析企業整體的客戶服務質素,增加其對客戶需求的理解,再重新整合「企業核心價值」、「服務承諾」及「客戶對服務的期望」,以持續、優化的過程提升員工的客戶服務質量,最終提高客戶對企業的認同感及忠誠度。

最近聖雅各福群會延續育中心新推出國際優質服務管理師(ISQMP)註冊課程,內容共有四個單元,包括SGS國際優質服務內審員工作範疇與資格、服務質量全方位突破性管理策劃、服務執行力及建立以客戶為中心的服務文化。修畢課程及成功通過考試後,學員可獲SGS頒發「國際優質服務管理師」及「SGS神秘客戶及優質服務內審員」兩個資格,成為認許國際優質服務管理師(ISQMP)。

與顧客建立親密關係

時至今日,怎樣才稱得上是優質服務管理?課程導師兼設計者陶兆輝博士說:「以往不得罪客人是最基本的服務,十多年前服務連鎖店的興起,企業設計了一套接待客人的標準,由客人進入店舖至離開店舖,無論員工的表情或說話均有守則。今後我們豈止是這樣?還要與客人建立親密的關係,視客人如我們『家人』般服務,就算是店舖的裝修上,也要周詳考慮會否出現任何潛藏的意外危機。」

另一位課程導師兼設計者吳錦棠說:「CRM(Customer Relationship Management)是十分重要的課題,有助企業了解客戶特徵,也不妨利用這些資料作進一步的增值服務,曾接觸過一間內地高級瓷磚公司,設有會員卡制度,除為會員提供購物優惠外,還有不少個性化服務,如家居安全服務、投資資訊等。」

往前走就是了...2

Hi,

『往前走就是了』是一種態度,『找對方向』是一種方法,『不走、不找』卻是很多人的『往前走的方向』。

Keith
Explore, Exceed & Excel

Sunday, April 29, 2007

My Point of View: 往前走就是了!

Hi,

有時找對方向,也不會即時得到結果,特別是遇到挫折時,既然是找對方向,往前走就是了

但怎樣才可以證實自己是找對方向呢?

有機會再談。

Keith
Explore, Exceed & Excel

Wednesday, April 25, 2007

NLP: Before Change, CHECK!

Hi,

Many people use NLP for creating changes. But "Change creates Changes". There is no guarantee that it will bring forth improvement. So, check before your change!

NLP has given us at least 3 Checking Methodologies. Use them:

1. Intention Check: What is the intention or objective of the original behaviour, action, plan, belief....? You need to know whether it can still be entertained after the changes. If not, you might need some extra works to fulfill the original intentions/objectives. Every behaviour has at least one positive intention to yourself.

Whatever existing, no matter how bad it is, has a reason to exist. If we ignore it, you might cause a even bigger problem.

2. Ecology Check: What is the effects of the changes on yourself, on someone important and on others? Can you accept the effects. If not, you better revise your changes or even consider something else.

If you ignore the Ecology Check, you might at the end get your positive result plus all the negative side effects! Or you might simply procrastinate as you do not want to see the effects realizing.

3. Congruency Check: Do you feel it is OK to change in that way? If not, change your plan. Your unconscious mind (non-conscious thinking) can sometimes know more than your conscious thinking. Whenever you feel something being not OK, analyze it again!

Even when you can get through all 3 checks, you can still be wrong. Life is full of risks. It is up to you to decide whether to take it or not.

Keith
Explore, Exceed & Excel

Revised: June 19 2009

Sunday, April 22, 2007

My Point of View: Show Time

Hi,

Many people asked me why do I make people laugh during my training?

Because laughing is good! You are happy, you laugh. When you laugh, you feel happy! It's just that simple!

But this makes the whole thing not serious enough. This should be a training session!

My materials (in NLP term, Content) are serious, I take my 20+ years of experience and hours of hard work to prepare them. Only I deliver them in a relaxing, interesting way (or the Context). People learn more when they are relaxing.

Don't you notice that it is more difficult to deliver a training in a "laughing" mode. In addition to your teaching material, you need to prepare more to make people laugh.

I never do training. I am performing each time. I make each lesson a show. I am not in the training business. I am in the show business.

If every teacher is performing a show when teaching, who should be worrying about our children not wanting to go to school?

Keith
Explore, Exceed & Excel

Personal Development: Change it by Yourself

Hi,

In today's Daily Quote for Your Soul, I selected a quote from Carol Burnett: Only I can change my life.No one can do it for me.

Really no one can and should change your life. During different kinds of training I conduct, many people expect me to change their lives and many others fear that I will do something to change them.

I can't and I won't.

Only you can and should do the changes. It is not ethical and ecological to do it for someone else. How can I know what changes do you need and be suitable for you. Any change can have 2 possible directions, better or worse!

In my training, I only do one thing, creating a space for anyone to think and then decide to do or not to do the required work yourself.

Keith
Explore, Exceed & Excel

Saturday, April 21, 2007

Personal Development: How to Explain Something?

Hi,

During my past years of being a manager, coach and trainer, I saw thousands and thousands of people explaining things to others. Surprisingly, not everyone is effective in explaining.

The most common problem is to explain a simpler thing using something even more complex! This is totally self-destructive!

The goal of explanation is to make others understanding easier. The most efficient way to do is to describe something complex with something simple. The reason of people throwing out more difficult terms, metaphors, analogies, concepts, etc is one who do not really understand what he/she is talking about.

But don't over-simplify. I am talking about "simpler" only. Over-simplification is usually misleading. For example, when you explain NLP and describe it as "a study of mind and behaviours", it is over-simplification. You are not explaining but just categorizing/describing NLP.

Explanation leads to understanding, while describing leads to just knowing. Differentiate Explaining and Describing!

Keith
Explore, Exceed & Excel

Friday, April 20, 2007

佛家道家智慧低級化

Hi,

佛家道家智慧低級化 is one of my objectives.

Both Buddhism and Taoism are of great wisdom, both in size and in depth. They are too difficult for most of us to learn. I am not talking about religion. They can be seen as great philosophy and knowledge.

So I decided to 低級化 them to make them available to everyone, not to use for religious purpose, but in daily life applications. I am not 普及化 them as I am not that great and knowledgeable. I just try to put only parts of their wisdoms into a lower level. So, I am not talking about Buddhism or Taoism. I even "mis-use" them.

In the past, I make use of the 低級化 results in the Mandala Thinking, Systemic Business Design, Mental Symbology or even in NLP!

I am stealing knowledge from 唯識宗 of Buddhism in my last article, NLP is about Thinking Part 10 - What is Thinking. I am stealing ideas from 『虛相唯識』and 『實相唯識』and apply them to "Less Filters" and "Real Filters" respectively.

I am telling you this because I want to admit my stealing and to seek your forgiveness about my possible misunderstandings of Buddhism and Taoism due to my limited knowledge!

Keith
Explore, Exceed & Excel

NLP: NLP is about Thinking Part 10 - What is Thinking

Hi,

This is Section 3 of the article series, NLP is about Thinking. This section only composes of 1 article. If NLP is about Thinking, then what is Thinking?

Thinking is the mental activities which allows beings to model the world, and so to deal with the world effectively according to their own goals, plans, ends and desires. Thinking is manipulating information, as when we form concepts, engage in problem solving, reason and make decisions. A thought may be an idea, an image, a sound or even an emotional feeling that arises from the brain. (The about description is from Wikipedia)

NLP is about Modeling the World while Thinking is also about the same thing. NLP is about how we mentally Handle Information while Thinking is also about the same thing.

One of the objective of learning NLP is to enhance our quality of thinking. There are lots of qualities of thinking and here are some for us to consider:

1. Accuracy (準確): Accuracy is the degree of conformity of a measured or calculated quantity to its actual value. That is, if you think that something is a dog, and it is actually a dog, then the thinking is of high accuracy.

2. Precision (精確): Precision is repeatability, the degree to which further measurements or calculations will show the same or similar results. For example, a clock always hit 12 o'clock the same time everyday, then the clock is precise but it can be inaccurate because when it hit 12, it is actually 11. If we always think something is the same thing, then we have a precise thinking. (But it can be inaccurate!)

3. Logical (邏輯): If you have reasons which can show your conclusion is true and the reasons are true themselves, then you have a logical thinking.

4. Effectiveness (效益): Effectiveness is the capability to produce an Effect you want. An ordinary way of describing Effectiveness can be thinking the right thing and doing the right thing.

5. Efficiency (效率): Efficiency is the extent to which resources are used for the intended purpose. If you use more than needed, you are not efficient. If you think or consider more than needed to achieve the purpose, your thinking is of low Efficiency.

6. Speed (速度): Speed is the amount of time used for thinking.

7. Efficacy (功效): Efficacy is the ability to produce a desired amount of a desired effect. That is, you don't over or under do or think something.

8. Realness (真實): Realness is whether something you think is currently or had been existing. Some real must be actual things which have objective existence. There is no degree of realness. It is either real or not real!

Our Filters affect all of the above qualities! Enhancing thinking quality is enhancing quality of our Filters! The number and realness of our filters governs these 8 qualities. We need less and real filters to be an accurate, precise, logical, effective, efficient, fast, efficacious and real thinker!

Keith
Explore, Exceed & Excel

Tuesday, April 17, 2007

Business Development: Customer Service is Easy to Start!

Hi,

Nearly everybody of us are in the Customer Service Field. (Who's not? Do you have someone to serve?!) Never think that implementing Customer Service is something really BIG. No they are not!

Sometimes you do not need a thorough plan to start with. Just do it and you will get the results! Here are 3 of my guidelines to you if you want to add some service to your business:

1. Little things matter! Start with those little things. It can be easy and low cost!

2. Customer Service can be done everywhere. Forget about IBM's Moment of Truth. Every moment is your customers' Moment of Truth. So just add your service to any point you feel comfortable to start.

3. Customer will notice your service. Most of them will appreciate.

Keith
Explore, Exceed & Excel

Business Development: Simplest Customer Service Training

Hi,

Customer Service Training can be complex or can be simple. Here is the simplest version.

Ask you staff how will you treat his/her customers if all the sales goes into his/her pocket. Then do it that way!

Keith
Explore, Exceed & Excel

My Point of View: 基本思維 Basic Thinking

Hi,

正如我曾在很多場合說過,思維就好像電腦運作一般,但不是一台,而是多台電腦同時並行,這個複雜的網絡 (Network)讓我們能同時有多個想法(但我們未必全然察覺),也令我們能解決複雜難題及通過組合多個想法建立新的意念,但如果我們不懂得如何使用這個複雜的網絡,她亦能為我們製造難題,想得複雜卻想不出解決!

要改進我們的思維網絡,太複雜了,恕我水平未到,無法提供什麼精闢意見,若是如此,不如不談;但要讓我們的思維網絡能夠有效運作,我們就必須先研究一下也是我經常談及的操作系統 (Operating System)。

操作系統的主要功能,在於處理輸入輸出,無論你的思維電腦及思維網絡如何優秀或差勁,精確、準確、真實的輸入輸出,都能提升你的思維質量;模糊、錯誤、虛假的輸入輸出,都令你的思維質量沉淪!

操作系統輸入輸出就是我們的基本思維,連基本也未能做好,又說什麼思維技術呢?

很多人問我,究竟NLP研究的是什麼呢,最簡單的說法,就是我們如何處理輸入輸出的資訊,也就是我們的基本思維

Keith
Explore, Exceed & Excel

Monday, April 16, 2007

My Point of View: 手藝與腦藝

Hi,

沒有什麼「手藝」比掌握「腦藝」更重要,當我們真的懂得如何思維,我們自然能為自己設計各式各樣的「手藝」,達成各種我們希望的成果!

任何「手藝」,不管是否高明過人,總有落後的一天,「腦藝」卻是恆久永續的,可惜現今的人,只顧追求高超的「手藝」,卻忽略了「腦藝」的培養。

原本讓子女學習藝術音樂是一件大好事,但當這種學習變成強迫,培養的不再是「腦藝」,而只是一件「手藝」而矣;培養的不再是藝術家,而只是一位技工而矣。

現今的思維訓練均集中於創意思維邏輯思維上,兩者皆是絕佳的思維技術,但你有沒有發現就算某人已接受了上述訓練,無論那些訓練是怎麼有效,也不見得能令所有參與者產生更多創意,或令其思維更合理,其中肯定有遺缺之處。

遺缺之處可能就在我們的基本思維,基本思維未有完善,更高層次的創新及邏輯思維又怎能生效呢!

Keith
Explore, Exceed & Excel

Updated: May 24 2014

Sunday, April 15, 2007

Follow Up for the 3 Steps to Get a Job Program Today

Hi,

If you attended the 3 Steps to Get a Job Program today, here is my advise to you.

No matter you want to get a job now or not, try sending out your application letter and resume in the new format in next week. Test run your new knowledge. Remember, new skills are like muscles. If you don't use it, you loss it!!!

You might hesitate to use these new format as they are so "new" and uncommon. But the world today is full of so many similar stuff! I've heard of so many successful stories from our past participants. The only way to prove it is to use it.

Keith
Explore, Exceed & Excel

Top 5 Tips: 防止精疲力竭

防止精疲力竭

由於我們大家為了謀生,我們都在要做到最好,精疲力竭在今天是很普遍的,享受一至兩個星期的休假是一個不錯的主意,但是可能對太多人來說是太奢侈了,如下是一些秘訣來防止精疲力竭。

1. 在一個明亮和舒適的地點工作,過暗的燈光或者不舒服的工作地點能導致更大的壓力和令你減低對工作的興趣。

2. 每工作2 小時休息一會,短暫的休息令你感到渙然一新,更充滿活力,和令你能再度集中精神。

3. 當你發現某項工作太困難的時候,把它放在一旁片刻

4. 發展一個與你的職業完全沒有聯系的愛好或興趣,這能為你帶來和諧和使你成為一個更多才多藝的人。

5. 學習自我催眠或者沉思靜坐,這些技術能使你在壓力增強以前,降低你的壓力。

Keith
Explore, Exceed & Excel

We are so Lucky to be in Hong Kong!

Hi,

Yes, we are very lucky to live here in Hong Kong. (If you are not living here, you might be even luckier?!)

We have all the foundation for the 2 most important languages in the world, English & Chinese (Putongua)!

Being a colony of Britain for so many years before 1997, we should be very good at English. (But we are not!) English is the #1 International Language. Though it is not the language used by the largest number of people, it is mostly used in the wealthiest areas and countries of the world! English is the highest leverage language today.

How about the highest leverage language in the coming future? Of course it is Chinese. Many public schools in U.S. start to teach Putongua and Chinese instead of Spanish! We are Chinese and we know the language. What we only need to learn is just speaking the dialect. It is much easier than those people in the States.

How lucky we are!!!

Keith
Explore, Exceed & Excel

P.S. My Putongua is not very good. I will improve it. However, I have another plan. I decided to learn Japnaese!!!

Friday, April 13, 2007

International City?

Hi,

Just back from a trip to Tokyo. I found something interesting and annoying!

Without any doubt, Tokyo is an international city. Tourism, international trade happens here and there. But nearly most of her people can't speak English, the so-called "International Language"?!

Why?

Looking back to Hong Kong. In the recent 10, 15 years, we start to teach our children as early as at the age of 3 some so difficult and complex English words and phrases (to be honest, I am not sure whether I understand all they teach), but we are becoming less and less "International"?!

Why?

I don't really know. Might be you can share with us your thoughts!

Keith
Explore, Exceed & Excel

Wednesday, April 04, 2007

Top 5 Tips: 我的職業秘訣:增加你的收入的 5 种方式

我的職業秘訣:增加你的收入的 5 种方式

1. 向財政已經是獨立的人詢問他們的秘密,然自己試試看。

2. 成為知識豐富的人:閱讀一切能夠令你成為在你當前領域中或者你對其他有興趣的新領域中的資訊,努力使自己成為更知識豐富的人。

3. 開發一种自僱態度:想象你自己就是老板和行動得像個老板。

4. 發展一個能令你財政獨立的人際網絡:認識更多人,保持聯系,認識更多在你的公司和你的行業以外的更多人,將來某日可能對你有所幫助。

5. 邀請本人到你的團体或組織演講,你將得到更多的意念和策略!

Article Wriiten in: 2003


Keith
Explore, Exceed & Excel

Tuesday, April 03, 2007

Business Development: The 13th Keywords for 3G Customer Service

Hi,

One of our readers of this blog, Christopher, who has emailed me some of his comments about my last posting, 3 Generations of Customer Service. Christopher is an expert in CRM from the other side of the world (I mean, U.S.). His comment is very valid and so I revise my Point 4 and add a Point 13 of my Keywords List.

Many thanks, Christopher!

Here is the new list:

1. 360 Degrees Customer Interaction.

2. 7/24/365 Customer Intimacy.

3. Values Transfer.

4. Interaction is not just Transaction.

5. CRM is Customer Relationship, not a data, computer system and/or selling tool.

6. World-Class Service, not just your own standards.

7. Standardization is Not Enough. 100% Objective Verification is the Key.

8. Customer Service is Not Selling Tactfully.

9. Outside-In, Not Inside-Out.

10. Targetted Customers is Not a Marketing Term.

11. Easy-To-Do-Business-With.

12. Make Your People Happy, Not Your Customer.

13. Service is Culturally Dependent.

Keith
Explore, Exceed & Excel

Business Development: 3 Generations of Customer Service

Hi,

In the past 10, 15 years, the customer service level was increasing. But is it already good enough? I've been in the service industry for more than 15 years before working as a coach. (BTW, coaching is also providing service!) Here is my point of view:

There are 3 generations of customer service. Most of our service providers in Hong Kong have achieve quite a success in the 2nd Generation. Are we ready to move into the 3rd Generation?

Generation 1: 20+ Years Ago - Service was just "Not Upsetting Our Customers", then you would buy from us. There are not many choices out there. Provided that my products are good and I haven't upset you, you "should" buy from us.

Generation 2: Starting around 15+ Years Ago - Service was/is "Making You Happy with Us", then you would buy more from us. Customers are having much more choices. They are well-informed about products and service. They want more and we provide more. We have service standards so that all our staff know how to deal with our customers.

Generation 3: May be we should start Now - Service is "Intimate Relationship with Our Customers", we are very close together and customer loyalty is the result but not something I concern or do. Customers get the Values they really want in a way they valued.

Here are some keywords that is closely associated with Generation 3. I will discuss them in more details later:

1. 360 Degrees Customer Interaction.

2. 7/24/365 Customer Intimacy.

3. Values Transfer.

4. Interaction is not Transaction.

5. CRM is Customer Relationship, not a data, computer system and/or selling tool.

6. World-Class Service, not just your own standards.

7. Standardization is Not Enough. 100% Objective Verification is the Key.

8. Customer Service is Not Selling Tactfully.

9. Outside-In, Not Inside-Out.

10. Targetted Customers is Not a Marketing Term.

11. Easy-To-Do-Business-With.

12. Make Your People Happy, Not Your Customer.

Take a closer look at our economy, no one is not in the service industry. No one doesn't have a customer to serve. (I am not talking about internal customers. I am talking about real, paying CUSTOMERS!)

If our government decided for us that tourism and service industry are the core of our economy, we then all need to do something to step up our service levels! Any choices?!

Keith
Explore, Exceed & Excel

NLP: Article Written Years Ago - The Winner's Mind-Set

Hi,

This is my 8th re-published article on NLP that I have written years ago.

The Winner's Mind-Set

What distinguishes a winner from a loser?

They have a totally different mind-sets.

Winners know that their winning can serve the world better, losers just don't care. Winners think that they are winners, losers simply know nothing about winning.

Winners think that they can, while losers doubt.

Winners learn and practice winning skills, losers rather take a break.

Winners act like a winner, loser like a loser.

Winners go around with winners, while losers are afraid of facing people better than themselves.

If you want to be a winner, adopt the winner's mind-set.

Visualize a picture of yourself, together with other successful people, happily and with great confidence. Seeing yourself standing straight, with a smiling face, and behave just like all those successful people around you. Inside the picture, you learn and practice new skills everyday and you CAN do it right and smart.

Seeing also yourself wearing a clothes with a "Winning" symbol on it. (whatever symbol you think that stands for winning). You also find that yourself are being surrounded by a beautiful
colored light of success. The light makes you feel comfortable, confident and great. The light is gradually increasing in intensity and spreads around to make the surrounding people and your
environment even better.

Imagining yourself walking into the picture. Feel the feelings. Then imagine a color Xerox machine making hundreds, thousands copies of the picture. The more copies it makes, the better the feeling it becomes. Then you hold the pile of copies in your hands. In count of three, you throw out all the copies into air, making thousands of pictures surrounding you, at back, sides, above and below. They also spread in front of you to the far future.

Do this programming everyday for 21 days and it will become part of you.

You are then part of the winners' team.

Keith's 2007 Remark: This skill makes use of Submodalities, Visual Anchoring and Association


Keith
Explore, Exceed & Excel

My Point of View: 廣府話救亡

Hi,

很少看一本書看得『過癮』,最近看這本由王亭之先生所著的『廣府話救亡』,實在看得『過癮』。

近年流行廣東話正音,什麼時奸(間)、屋鹽(簷)、報看(刊)、微(彌)敦道、焦(朝)鮮、九(糾)紛,一時奸『正』音四起,傳媒爭相效法,本人實在不敢苟同,不是本人不願改變,也不是本人不肯修正錯誤,只是認為我的國文老師是教我讀時間、屋簷、報刊、彌敦道、朝鮮、糾紛而不是什麼時奸、屋鹽、報看、微敦道、焦鮮、九紛,而我的父親及他的父親也是我教、教他讀前者而非後者。

當然老師及父輩可以是錯,但不先去查根究底,便盲目相信跟隨,非但是迷信,更是對長輩老師的侮辱;這些正音,最令我深感不安的是我們說了這麼久,為什麼會突然發現她們是錯誤的呢?而他又是憑什麼(他憑的是1,000多年前的一本宋朝韻書-廣韻)來正這些音呢?

讀這本『廣府話救亡』,她回答了我心中很多有關方言的問題,而且更增長了對廣府話的認識。

本書內容非常充實,其中作者反對這些所謂正音的主要原因有三:

1. 廣府話的發音,經歷多年的不斷變遷,其中粗略可分為由周秦至現代六個時期,期間有多本韻書面世,不同時期多本韻書中不少字的讀音已有所不同,證明方言讀音是在變化中,為什麼正音者只選擇其中一本韻書(廣韻)作為標準呢?

2. 以『廣韻』來正音最大的錯誤是『廣韻』只得五音,而廣府話卻有九音,試問又怎能以五音正九音?

3. 凡方言均有變讀,如「李太太」中的兩個「太」字讀音已有所不同,這才顯出生動,硬要單一正音,與謀殺方言無異。

正音不如正字,我們經常由於我們的無知,誤寫白字,導致上文不通下理,推廣正字,遠比盲目胡亂正音對世界更有助益!

我很少推薦某一本書籍,因為害怕誤導他人,但這本『廣府話救亡』,我百分百完全推薦!

Keith
Explore, Exceed & Excel

Monday, April 02, 2007

Top 5 Tips: 為自己努力工作

為自己努力工作

這是你的事業,如果你想要一個更好的事業,便請你為你自己努力工作,沒有人會沒有任何原因而給你一份更好的工作,給你一次加薪或給你一次晉升,如果你決定因為你要有更好的事業而努力工作,就請參閱我的5點建議:

1. 認真:你是認真地想取得一份有成就的事業或你允許這個世界拖著你嗎?你能承諾每星期,每天,每小時做些什麼行動來幫助你得到一份更好的事業?你目前在學習什麼技能來幫助你擴大你的事業選擇嗎?這是你的自己的事業生涯,除了你自己外,誰會在意?

2. 理解你自己
你擅長於什麼?
你的弱點是什麼?
你有什麼競爭優勢?
你喜歡做什麼?

3. 成為一個專家:成為一個你的行業的專家,如果你不是一個專家,為什麼你的僱主還要僱用你或者甚至提升你?在你成為你現時工作的一個專家以後,學習如何成為你的上級的工作的一個專家,當你能夠做得比他更好的時候,這就是你晉升的時間。

4. 要求更多責任:這是對於你能獲致更好的事業的快捷方式,而且這總是有效的,向你的上級要求更多責任,當然,這意味著更多工作和更多危機,但是你不知道一個更高級的位置也意味著更多作和更多的危機嗎?

5. 研究他人:為什麼他人能達致事業成就?研究他們,接著依照他們的成功習慣來試試看,不要單是看書,研究圍繞你週圍那些成功的人,你的老板,你的同事,你的客戶,在書中的資料通常是過時或者誤導的,研究真實的人。


Article Written in: 2003

Keith
Explore, Exceed & Excel
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