Monday, December 31, 2007

Personal Development: 想、做、思想

Hi,

這應是我2007年最後一篇文章,亦是我給大家的2008年新年禮物!

如果你想得到更多,就問問自己:

如果你是一個只想不太做的人,多做一點吧!

如果你是一個只做不太想的人,多思想一點吧!

想,就只是胡思亂想、希望、盼望、鑽牛角尖;思想,就是有因有果地去想、有始有終地去想、有計劃、有系統地去想。

問問自己你只是在『想』還是『思想』?

Keith
Explore, Exceed & Excel

Friday, December 28, 2007

系統式思維基本之四:欠了什麼? Part 4 - 永遠也有更多的可能性

Hi,

上回提到同學們看錯了的原因有二,即時有讀者反應原因怎可能只得兩個,真令小弟老懷安慰;現實世界可能的原因又豈可只得兩個,二十個、二百個、二千個也有可能,這正是Systemic Thinking基本之四-更多可能性

Systemic Thinking是研究人事物與人事物之間的關係,二個人事物就有三個關係(兩個自己與自己、自己與另-個人事物),三個人事物便至少有十三個關係(自己算一算吧!),四個人事物之間的關係已經多得不懂算了。

每一個關係均可導致一個或以上的可能性,所以,永遠也有更多的可能性

能看出多少可能性則決定了我們能處理多複雜的系統,但請記著,現今世界的系統是能有多複雜就有多複雜!

Keith
Explore, Exceed & Excel

Thursday, December 27, 2007

Facilitation: Mini Meetings

Hi,

Everybody knows that meetings waste time. But everybody is having meetings everyday.

What can we do about it?

The original intention of meetings is to get things done. So focus on the things to be done is a straight-forward way of doing meetings.

Many international corporations like Ritz Carlton and Capital One are holding mini-meetings everyday. Some companies allow each of their people to state their most important job of the day in less than 15 seconds. Others request their staff to tell their colleagues, within one minute, their tasks today and how these tasks are related to their and the company's objectives.

If you can, try these mini-meetings to save time and get more things done!

Keith
Explore, Exceed & Excel

BTW, this is my 400th article!!!
_

Personal Development: A Dialogue of 固執與堅定

Hi,

早陣子刊登的文章:固執與堅定,得到了讀者little angel的多篇回應,再回看與她的對話,甚覺有趣,而我亦從中得益良多,故輯錄刊登如下,與眾人分享(在此再向little angel致謝):

*****************

Keith: 不知原因仍堅持是固執,知原因而堅持是堅定。

*****************

little angel: 就算知道原因而堅持是堅定,但世界在變,日子久了,但仍然對這個原因堅定不移,那會否變為是固執?

*****************

Keith: 不用日子久了,世界變化速度足令我們的看法必須不停地更新。

堅定不移並不指永不改變,堅定不移是堅信自己的看法而矣,不移不是永遠不變,否則與固執有何分別?

*****************

little angel: 當然堅定不移並不指永不改變。我並沒有說是不變。

但如果固執- 是指固定的執著/執取 "某事或物或某想法",那麼就算世界在變,看法不停地更新,但仍然只是固定的執著/執取自己的看法而矣。

既然有一想法可以讓你堅持而堅定下去,那可會沒有固定的原因?! 固執與堅定的分別真的在於有原因及沒原因嗎? 隱藏在兩者背後的因真的有分別?

*****************

Keith: 『既然有一想法可以讓你堅持而堅定下去,那可會沒有固定的原因?! 』

沒有原因而堅持的人,世上不是很多嗎?當你問一個人為什麼他相信某事,他又講不上原因,我們就認為他是固執;但當他能談論他的原因時,我們就會覺得他是一個堅定的人!不是嗎?

你是否認為固執與堅定的分別,不只在有否原因?

如你相信這樣的話,原因在那呢?

站遠一點來看(就是NLP所謂的Meta)...

當你這樣問的時候,會否認為堅定比固執優勝呢?

堅定與固執表面是相當接近的,堅定與固執的信念也可以是對的,亦可以是錯的,分別只在堅定與固執背後有否原因,如沒有原因,堅定的是什麼?

堅定是基於某個原因,固執是執於某個結論!

堅定的人與人爭論其結論時,能以道理提出論點,因其結論背後有著原因;固執的人與人爭論其結論時,就很多時沒有道理可言,沒話可說時,最後可能會拋出一句:我就是認為是這樣!

堅定的人發現了更有道理的原因時,他們很多時都會改變的,因為他們的著眼點在於原因,而非結論,這就是堅定的人並不會不與時並進的原因!

*****************

little angel: 我同意世上有很多看似相同或不相的同人。

我也同意人們會認為「能道出原因是堅定,不能道出原因是固執」。但很多時人們評論這個人是堅定或固執只是基於那原因對聽者是否合情合理。

我也同意你的說法,「固執的人較容易會拋出一句:我就是認為是這樣」。這可會因為他們覺得他的論點不被接納?!

我不能道出那一種較優勝。 只怕是程度上的不同吧!

至於你說的原因及結論,我同意你的說法,堅定的人會有較大的接受能力去作出更新。 固執的人可能只是更新的程度較慢或不明顯。 既然兩者都是因為有原因而生的,那便有一個著眼點。那兩者可會分別只在於他們能否看到著眼點以外的地方吧!

再者既然說 「堅定的人與人爭論其結論時,能以道理提出論點,因其結論背後有著原因」- 那早已有了原因及論點去作結論啦!

當你這樣回應時, 會否認兩者是有分別或沒分別?

*****************

Keith: 兩者當然有分別,否則為何談了這麼久?

我提出的目的,是提醒自己別先相信自己的看法,問問自己相信的原因,認為合理才好相信!

*****************

little angel: 那我們可否說: 聽者相信那原因是合理便是堅定! 相信不合理的原因便是固執!

*****************

Keith: 堅定或固執,又怎會與『聽者相信那原因是合理便是堅定! 相信不合理的原因便是固執!』有關呢?

堅定或固執,不是聽者引致的,說者有其原因而堅持是堅定,沒其原因則只是固執而矣!

*****************

Keith
Explore, Exceed & Excel

Tuesday, December 25, 2007

系統式思維基本之三 - 欠了什麼? Part 3 - 自知即是知道自己內裡有多少

Hi,

Part 1談到未能引來大批少、中、熟女左擁右抱,有朋友竟然回應說他看到在課堂中,有好幾位女同學凝望著我,究其原因,只得兩個,一是他看錯了,二是那幾位女同學是留心聽課而矣!

不是小弟自謙,更不是小弟自卑,只是小弟自知

說回Systemic Thinking,自卑自大,均是活在自己系統之內,前者自覺內裡太小,後者則覺極大;而自知及以自知為基礎的自謙則看到自己系統的邊界,進而能看到系統之外,當然小弟沒有那種自謙的修養,但自知之明還是有一點!

自知也就是Systemic Thinking基本之三,自知即是知道自己內裡有多少,Systemic Thinking是從整體去看世界的整體,而看世界必須站在某一位置去看,自己的位置也弄錯,怎樣看也不會看得正確!

為什麼知道自己內裡有多少,因為自己在做來引證自己看到的自己,這叫自知。

Keith
Explore, Exceed & Excel

Monday, December 24, 2007

我的觀點: 2007年反智事件回顧

Hi,

一年將盡,各大傳媒的大事回顧陸續出台,我亦不甘後人,推出2007年反智事件回顧,重溫我們的反智行徑:(排名不分先後)

1. 書展中『愛情神話』一書封面的『賽姬接受丘比特的初吻』古典油畫被影視處人員『勸喻』收起。

2. Times Square門前黃永玉的阿當夏娃雕塑被多位市民投訴不雅。

3. 動漫節排頭位年青人因遺失門票遭『實Q』驅趕,發生推撞糾纏,其後對傳媒稱『實Q』行徑反智;無票入場反稱他人反智實屬十分反智。

4. 中大學生報情色事件各界處理手法。

5. 17歲少年因被追討综援兩萬元雙料自殺,各界只歸疚當局冷血,但事件發生前又只責駡政府濫發综援。

6. 互聯網上選『新世界七大奇蹟』,人多必勝,『長城』可以不勝嗎?

7. 立法會補選,葉太數年前才遭50萬人上街喝駡,過去數年並未做過什麼『將功補過』之舉,但仍以高票落敗,雖敗猶榮,奇怪奇怪!

8. 初中可以不教中國歷史!

9. 特首當選,上京任命時,被勉勵需『死而後已』,但他之前只是說要打好呢份工,打工也要『死而後已』?

10. 我們(當然包括小弟)每日沒想清楚但在做的事!

願新的一年,我們也能不再經一事,反一智!

Keith
Explore, Exceed & Excel

Sunday, December 23, 2007

系統式思維基本之二 - 欠了什麼? Part 2 - 在自己的系統中運作

Hi,

上回提到偶然發現自己雖年紀一把,還未有脫髮現象、又沒有挻著大肚子、更沒有諸位阿叔的『阿叔』風格,理應屬風度翩翩,但卻未能引來大批少、中、熟女左擁右抱,原因在於肯定還有其他我仍未能察覺的原因存在,而Systemic Thinking的基本,就是要看到未能察覺的。

但細心再度分析,還未有脫髮現象,其實可能只是自己仍未發現而矣;沒有挻著大肚子,亦只是自己不覺那條『小』車呔早已是一級方程式特大碼輪胎;沒有諸位阿叔的『阿叔』風格,也只是大家標準不同,其實在他人眼中,實在『阿叔』得令人不忍目睹。

從自己角度看世事,等若永遠在自己的系統中運作,無法與真實世界接軋,這亦是Systemic Thinking基本之二。

我常說的Explore, Exceed & Excel,即是要Explore外在真實世界,就必須Exceed自己的系統邊界,才能達成Excel的目的。

Keith
Explore, Exceed & Excel

Announcement: Keith To's Projects - An Interesting New Website

Hi,

I designed a X'mas gift for myself.

It is a new webpage listing nearly all my past, present and future projects, together with all the colourful logos. There are nearly 100 projects!

Go to http://www.keithto.name to have a look. You will like it if you like my programs.

Check how many programs have you already done!

Keith
Explore, Exceed & Excel

Saturday, December 22, 2007

Facilitation: 12 Principles of Process Facilitation - Principle 2: Opening

Hi,

This is Part 2 of the 12 Principles of Process Facilitation.

Opening is how we start facilitating a session. A good start is a good session!

A good session is a session where participants involved and participated actively. To ensure maximum participation, everybody must understand why they meet and what are expected from them. The greatest assumption is that they already know the reasons and the expectations!

So, as a facilitator, you must help your participants to answer 3 questions:

1. Why they meet?
2. What are going to be discussed?
3. How will the discussion be done?

Don't start anything before these questions are fully answered.

Keith
Explore, Exceed & Excel

Hypnosis: 我的最後一次催眠表演

Hi,

今天我在Master Hypnotherapist課程中表演了應是我的最後一次催眠表演!

昨天收到了一位催眠同學的電郵,詢問了有關催眠表演的問題,令我體會到可能很多同學會誤解催眠表演是很難及很神秘,故破了12年不作催眠表演的原則,目的只是希望示範催眠表演既不困難,也不神秘。

今天晚上,在多位同學面前獻醜,於一秒內即可令人進入中度催眠狀態(已出現眼球急速轉動),及示範了全身僵硬睡於兩椅之間,醒來後卻又忘記之前的過程。

我想表達的是,催眠表演既不困難,也不神秘,任何一位催眠治療師也能做到,但如想以催眠助人,催眠表演卻是一點幫助也沒有,亦不要浪費時間精力於此!

Keith
Explore, Exceed & Excel

系統式思維基本之一 - 欠了什麼? Part 1 - 肯定還有其他起因、因素或影響存在

Hi,

經常在課堂上談到Systemic Thinking,卻很少在文章中論及,在此鬧著玩地寫上一篇。

今天乘搭地鐵,環顧四週,將自己與一眾同齡男士比併一下,發現自己雖年紀一把(縱使從不認老!),還未有脫髮現象(touch wood!)、又沒有挻著大肚子、更沒有諸位阿叔的『阿叔』風格,理應屬風度翩翩(一笑!),引來大批少、中、熟女左擁右抱才對,但不幸地一點也沒有,豈不奇怪也哉?

肯定還有其他起因因素影響存在,但我仍未能察覺,這就是Systemic Thinking的基本所有事情均有起因,惟起因卻可錯縱複雜,互相糾纏不清,看不出就胡說天意弄人,實質自己目光如豆,也正是小弟常說的『看比做重要,看多比看準重要!』

Keith
Explore, Exceed & Excel

Friday, December 21, 2007

我的觀點:最近四篇我的觀點極短篇

Hi,

最近寫了四篇的『我的觀點極短篇』,你會發現幾個很有意思的現象:

1. 越短的文章,大家發表意見越多
2. 文章中如提出兩個接近但不同的觀點(如:固執與堅定),或兩個相反的觀點(如: 『悟』中的向內與向外),大家發表意見越多。
3. 文章中的觀點如不直接明確,基本沒有意見發表(如: 領導與做人)。
4. 文章中的觀點表面看似熟悉,基本沒有意見發表(如: 繼續成功 )。

究竟是什麼導致上述現象的呢?這又與個人發展、Coaching及Facilitation又有沒有關係呢?

1. 越短的文章,讓大家思維的空間越大,大家發表意見當然越多;我們又會否給予客戶空間去思考呢?

2. 這就是我經常在教練課程中提及『分野』的效果!善用『分野』來令你的客戶處於思維的狀態。

3. 如不直接明確,誰會去冒險?我們的問題,又會否含糊抽象呢?

4. 相似的事物,基本上不能進入我們的大腦 (記得RAS嗎?),不能進入大腦,又怎能有什麼意見?你的問題,能刺激客戶的思維嗎?(如不明白,『仲有呢?』正是一條既簡單,但又能刺激客戶的思維的問題)

Keith
Explore, Exceed & Excel

Hypnosis: 催眠表演與催眠治療

Hi,

今天有一位催眠班的同學電郵給我,告訴我她看了一些由某位催眠治療師的一些令人驚奇的示範,有點不太明白,故詢問我的看法。

這些示範包括受者躺於兩張椅子之間『睡』著、打開眼寫字但清醒後忘記等等,現把我的回覆轉錄如下,一起分享:

這只是一些很基本的催眠表演,當受者進入深度催眠狀態時,給予適當的暗示,他便能做出奇怪的行徑,如先給他暗示忘記過程,醒後也能忘記得一干二淨。( 更奇怪的可看拉斯維加斯多家酒店內的催眠表演)

問題是: 這能幫助病者嗎? 這些是很好看的表演,但卻不能幫助病者解決他們的問題。

當我初學催眠時,我也被這些表演著迷,但學會以後,卻突然醒覺,這些對一個催眠治療師一點助益也沒有,無論你能令對方躺於兩張椅子之間『睡』著多久、或令對方打開眼寫字但清醒後忘記多少次,你也不能助他解決他的問題!從此,我再也不浪費時間於催眠表演中!

更有同學問我,在電視看到魔術師催眠人後,那些人能凌空浮起,但那是魔術不是催眠啊!

催眠表演跟催眠治療是兩個絕不相等的技術,催眠表演好看,催眠治療沉悶,催眠表演帶來震驚的效果,催眠治療卻為著治療的目的。

Keith
Explore, Exceed & Excel

Thursday, December 20, 2007

Personal Development: Goals 2008

Hi,

Only several days left before we go into a new year, 2008!

Have you already designed your goals for 2008? Goals are really optional. You can live a good, successful life without any goals. But it can be a good option, especially if you are not 100% happy with now.

I am finalizing my goals for 2008. To share, here are some of my ideas of Goals 2008:

1. Complete the outline of my grand program of 2009.
2. Gain 1,000 more subscribers of the Excel Your Life Newsletter.
3. Explore 2 places in the world that I have never been before.
4. More time with my family, especially my dad and mom.
5. 200 more articles for the Ideas & Thoughts of Keith To.
6. One new book!
7. and more to come...

BTW, this message is my 389th message in this blog. I am making a new goal today to make it to 400 by the end of 2007!

Design your Goals 2008 and have a great year(s) ahead!

Keith
Explore, Exceed & Excel

Wednesday, December 19, 2007

Personal Development: Miserable Job?

Hi,

Recently I read a book, The Three Signs of a Miserable Job, by Patrick Lencioni. In the book, he stated 3 signs of a miserable job. Are you having one?

1. Anonymity. You are nobody in the company. Nobody, even your boss has any interest in you.

2. Irrelevance. You job affects nobody. Nothing on colleagues, boss and clients.

3. Immeasurement. You can't tell by yourself whether you are doing a good job or not. If your boss don't say a word, you know nothing about your own performance.

Unluckily, if you are having such kind of job, do yourself a favour - Change Something or change your job!

Keith
Explore, Exceed & Excel

Coaching: WABC Roundtable Meetings

Hi,

I'm frequently hearing people from all around the world stating that there are far more coaches nowadays than coachees. This is good news; it means our industry and competition are thriving! This is good for the marketplace. It also means quality programs are needed to ensure coaches are getting the right training.

Unlike many other forms of helping, business coaching benefits the coach even more than it does the clients. When you try to help others to discover more about themselves, you actually discover even more about yourself.

I'm excited to offer these meetings (Roundtable Meetings) and plan to do so for many years to come. It's important to me that as many people as possible know about the value of both WABC and business coaching.

Keith
Explore, Exceed & Excel

Originally appeared in: WABC News Dec 2007

Tuesday, December 18, 2007

Business Development: Why They Exist There?

Hi,

Why it is usually the one who's supposed to please you upset you?
Why is someone you paid him for pleasing you usually upset you?

Because they forget something important - Why they exist there?

Keith
Explore, Exceed & Excel

Concepts 101 Part 18: Not Thinking

Hi,

Everybody thinks that they think. Not really!

Just see how fast we react to the environment's stimulus, to what others act and say, we do not really "think"".

Physiologically speaking, our brain uses most of our energy. To preserve ourselves, we conserve energy by not fully using the brain most of the time.

But from a view point of neuroscience, we do not use it, we lose it. It is our brains!

Keith
Explore, Exceed & Excel

Friday, December 14, 2007

Personal Development: Typing Mistake

Hi,

I always have one typing mistake, again and again.

It should be a bad thing, but I love it!

Why?

Because I always wrongly type "Can't" into "Can"!

Keith
Explore, Exceed & Excel

Learning from Life 161 - 165

Hi,

This is another edition of Learning from Life.

161. You can't find answer without a question.

162. You will and must have time for things you really want to do!

163. You can enjoy what you hated.

164. The world doesn't change much and fast!

165. But the people changes much and fast!

Keith
Explore, Exceed & Excel

Thursday, December 13, 2007

Concepts Behind My Programs: Holistic Hypnotherapy & Trance-Formation

Hi,

Holistic Hypnotherapy & Trance-Formation is one of the modules of the Certified Hypnotherapist Program.

Its very core idea is seeing more to see what something really is. Behind this program, there are 3 concepts:

1. Whole is more than Parts. Once you realize such, this opens up so many more locations to intervene. This in turn creates Choices and thus Flexibility.

2. Everything exists with a Purpose. When the Purpose changes, it changed. When the Purpose does not need to exist, it vanished.

3. When one knows what Trance really is, one do not need Induction to induce Trance. When one know what something really is, one do not need the "Proper" Procedure!

Keith
Explore, Exceed & Excel

Personal Development: 4篇我的觀點極短篇

Hi,

抽離一點來看最近四篇的『我的觀點極短篇』,你會發現幾個很有意思的現象:

1. 越短的文章,大家發表意見越多。

2. 文章中如提出兩個接近但不同的觀點(如:固執與堅定),或兩個相反的觀點(如: 『悟』中的向內與向外),大家發表意見越多。

3. 文章中的觀點如不直接明確,基本沒有意見發表(如: 領導與做人)。

4. 文章中的觀點表面看似熟悉,基本沒有意見發表(如: 繼續成功 )。

你認為是什麼導致上述現象的呢? 這又與個人發展、Coaching及Facilitation又有沒有關係呢?

等待你的意見。

Keith
Explore, Exceed & Excel

Wednesday, December 12, 2007

我的觀點極短篇: 你有沒有發現過去四篇『我的觀點極短篇』是有關聯的呢?

Hi,

你有沒有發現過去四篇『我的觀點極短篇』是有關聯的呢?

註: 過去四篇就是: 悟、固執與堅定、領導與做人、繼續成功

Keith
Explore, Exceed & Excel

Tuesday, December 11, 2007

我的觀點極短篇: 繼續成功

Hi,

我的一個發現: 持續成功的人,在成功時仍能改變習慣

Keith
Explore, Exceed & Excel

我的觀點極短篇: 領導與做人

Hi,

成為領導(Leader)就是成為一個完整的人。

完整的人,看到完整

Keith
Explore, Exceed & Excel

Monday, December 10, 2007

我的觀點極短篇: 固執與堅定

Hi,

不知原因仍堅持是固執,知原因而堅持是堅定

Keith
Explore, Exceed & Excel

Thursday, December 06, 2007

我的觀點極短篇: 悟

Hi,

『悟』這個字,由『心』及『我』組成。

要悟的東西正在自己的心中,向外求能悟嗎?

Keith
Explore, Exceed & Excel

Customer Service: Proving Your Customer is Wrong!

Hi,

Proving your customer is wrong is WRONG!

It is even worse than proving yourself is right (as I mentioned in my previous article: 贏得顧客,還是講贏顧客?)

Going back to my story of the Internet shopping in my last article. I emailed the seller telling them I had wasted 30 minutes in processing the transactions but failed again and again.

In their reply, they told me that I had just used 12 minutes and 17 seconds only and asked me to stay with facts before getting upset! They are absolutely right because they must have a record. But what's the point to prove your customer being wrong?

The only outcome for such proof is that they lost an US$168 transaction and lost me as their customer forever!

A typical Loss-Loss scenario!

Keith
Explore, Exceed & Excel

Customer Service: Check Your Side Before Blaming Your Customers

Hi,

Today, I encountered another bad customer service experience.

I want to buy something over the Internet. But their system declined my credit card for 10 times! I used both of my 2 credit cards but unsuccessful. So I emailed the seller and request them to check and help.

They replied. But they are not trying to solve my problem. They ask me to check my own credit status because their system declined my credit cards and they attached their report as proof!

I checked my bank immediately and my credit cards are in perfect condition. (I am a person of credibility!) The banks had even approved all those 10 transactions. So the problem is not on my side.

Nowadays, many sellers seem to enjoy blaming their customers but not to check whether the sources of the problems are on their own side.

This will just turn away your customers!

Keith
Explore, Exceed & Excel

Wednesday, December 05, 2007

Concepts 101 Part 17: Truth

Hi,

The Truth is NOT Real! The Truth is NOT the Reality!

The Reality is what really happened and/or happening in the Outer World. The Truth is what one thinks is really happened and/or happening outside.

In a narrow sense, Truth is something in agreement with the Reality. So Truth is not Reality. According to ancient Greek's philosophers, Truth is the accurate representation of the Reality. Therefore, one's thought is a Truth when it accurately describes the Reality.

Truth is just a thought!

In NLP, a Truth is part of our Inner World of Thoughts that is very "near" to the Reality. This is only possible when our Filters of Beliefs, Values and Rules are in agreement with the Reality.

Verify our Filters in order to get more Truths.

中文翻譯

真相不真實的真相也不是現實

現實是外部世界真正已發生,或正在發生的事情;真相是人們認為什麼在外界真正已發生,或正在發生的事情。

狹義上講,真相是與現實相符合的,所以真相本身並非現實。根據古希臘哲學家的說法,真相是現實的準確表達因此,
一個人的想法,準確地描述著現實時,那個想法便是一個真相。

真相只是一個想法

NLP 中,真相是我們內心世界中,
與現實世界非常接近的那一部分;而只有當我們的信念,價值觀和規則等濾網符合現實時,這才會可能。

驗證我們的濾網,才能獲得更多的真相。


Keith
Explore, Exceed & Excel

Concepts 101 Part 16: Reality

Hi,

What you think about the Reality is NOT the Reality. It is just your Thought!

The Reality is EVERYTHING happened and happening in the Outer World. So, no one really knows the Reality (except God or Buddha).

The more information we get from and about the Reality, the nearer are our thoughts, and then our actions to the Reality.

The very basic concept of NLP is "The Map is not the Territory". What we perceived and think is our Map only. It is just our representation of the Reality. Some maps are more precise than the other maps. Some thoughts are also more precise than the other thoughts. But none of them are the Territory/Reality.

Don't argue and don't insist on anything. Rather, get more information to prove!

Keith
Explore, Exceed & Excel

Tuesday, December 04, 2007

Concepts 101 Part 15: Dreams 夢想

Hi,

Dreams are what you really want but which are quite impossible or feasible at the present moment. So, Dreams are never "Practical". However, Dreams enlighten our lives by telling us our real direction. It makes people to be great.

Making Dreams practical is the Purpose of our lives. Our Purposes turn Dreams into possibilities. Our Goals transform our Dreams into practical outcomes.

Dream!

Keith
Explore, Exceed & Excel

Concepts 101 Part 14: Purposes

Hi,

Purposes are your ultimate Goals. Don't be frightened by the world, Ultimate. This is just the fundamental reason of what you want. This is also where all your meaningful goals leading to.

If you are clear about your purposes, you can then set your meaningful goals, which keep you on track toward your purposes. You will not waste a single bit of time and effort in wanting and doing something that doesn't match your purposes. It also guides your decisions. Purposes give you meanings to your work and your life!

In turn, your purposes point to your Dreams.

When you really love doing something, and when you find something really meaningful, ask yourself what does that leading you to. That's your Purpose. You can have different purposes in different areas of your life.

Explore your Purposes. When you Exceed them, you reach your Dreams and you then really Excel.

Keith
Explore, Exceed & Excel

Monday, December 03, 2007

Customer Service: 還是要換!

Hi,

還是繼續上兩回的故事...

很多人可能不太明白為什麼那又不是什麼貴價貨品,我卻要浪費時間去取回公道,喋喋不休?

這和我教授SGSISQMP國際顧客服務品質管理師課程,及從事協助企業團體取得QualiCert認證的工作有著相同的目的 - 香港既要以旅遊業作為重點經濟支柱之一,顧客服務就必須做到國際水平,否則旅客為什麼來香港?

香港既沒有名山大川,又已把大量稍有點歷史性的建築物也拆卸改建新廈大樓;特別是內地同胞,來香港不為購物,為了什麼?

說回故事,於顧客服務熱線投訴不果,還惹來一肚子氣,以我的堅持習慣,我又怎會放棄,遂堅持要與其上司對話,陳述我的立場,最後他們還不是要安排退換。(但可能他們私下已把我罵得體無完膚!)

試看看,浪費了顧客及她們自己三位同事(分店、熱線及上司)的時間,又令顧客不滿,何況可能還有不少顧客在分店中獲知不能退換,卻沒有投訴,但已默默決定永不再度幫襯,還會好心地警告他們的親朋好友小心這家商號。

請問,輸家是誰?

她們的高級管理人員,可能永遠不知道在她們的分店及用來提昇服務水平的顧客服務部中,每天正在上演這樣損人害己的鬧劇!

但他們卻在疑惑,為什麼花了這麼多的投資於推廣活動中,效果仍不理想?

Keith
Explore, Exceed & Excel

Customer Service: 贏得顧客,還是講贏顧客?

Hi,

繼續之前的故事...

買了有問題東西,卻不能換,心中不快,致電顧客服務熱線,得來的是更大的不快!不知你有沒有發現,最沒有顧客服務的,很多時就是顧客服務部門的同事!

他們可能也很難做,每天照顧的就是有不滿的客人,對方當然不會十分客氣,兼且為免說錯,引來公司損失,每每重申著他們的『合理』條款或安排,但如果你是合理,而顧客卻在投訴,這即是意味著誰不合理呢?!

問問自己吧:你的任務是贏得顧客,還是講贏顧客?

Keith
Explore, Exceed & Excel

Customer Service: 貨物出門,恕不退換

Hi,

你會否接受賣方上述的藉口嗎?

相信很多人會異口同聲地說:不!

但香港現在仍有不少的零售業者以這樣的句語印在收據上或張貼於店內作為保護自己,但卻剝削顧客的擋箭牌,就算不談顧客服務,根據香港法例,只要貨品有問題,或購買過程中賣方的書面或口頭內容有失實陳述(Misrepresentation),賣方的『貨物出門,恕不退換』免責條款已經無效。

我最近在一家知名零售商中買了點東西,回家後發現貨品並非如售貨員所述一樣,回去退換,但得來的竟是不能退換,致電其顧客服務熱線,更稱收據上已註明『貨物出門,恕不退換』云,這是什麼樣的顧客服務?

親愛的香港服務業界,要維護香港『購物天堂』的美譽,盡點力吧!

Keith
Explore, Exceed & Excel


註:本文並非法律意見,詳情請查詢相關法律專業人士

NLP: 2 Matrix in Your Mind

Hi,

The Trilogy of the Matrix Movies provides us a great insight: We are all living in a Matrix. It is NOT Real!

It is not "We" controlling ourselves but our Matrix of Thoughts controlling us! A Matrix causes us confusion as there are layers and layers of stuff there interlinking and interacting.

Even worse, there are more than ONE Matrix in our Mind. There are 2 Matrix there!

1. The Matrix of our Thoughts & Feelings. That's our Inner World (腦內世界). Our thoughts and feelings are the distorted, deleted and generalized version of the Outer World of Reality, i.e. they are not reality.

Furthermore, we do not just think or feel. We think our thoughts, we feel our feelings, we think our feelings and we feel our thoughts and which in turn creating even more unreal thoughts and feelings! It is a Matrix!

2. The Matrix of our Beliefs, Values & Rules (our Filters). It is our Filters that distort, delete and generalize the Outer World of Reality into our Inner World of Unreal Thoughts and Feelings.

Individual Belief, Value, & Rule do not exists independently. They influence each others to create even more Filters. Our Values influence our selection of Beliefs and Rules under different situations. They also create our Beliefs and Rules. Our Beliefs and Rules interacts to form more Beliefs and Rules.

Furthermore, our Beliefs and Rules interpret the Reality to form Experience, which in turn alters existing or create new Beliefs and Rules. They also affect our States, which influence our selection of Beliefs and Rules to apply.

This complex system of Filters distorts, deletes and generalizes our Matrix of Thoughts & Feelings to a even greater extent. It is a Matrix!

The whole idea of NLP is to Catch our Matrix. Identity them, verify them and change them consciously in order to make ourselves Living Consciously!

To catch our Matrix, we need to stand above and beyond them, or we are living unconsciously inside our own Matrix!

That is the ultimate meaning of "Meta"!

Keith
Explore, Exceed & Excel

NLP: Options and Choices

Hi,

One of the most important NLP Presuppositions is: the more choices you have, the more successful you can be.

But what is Choice?

Choices are not something that offered by the Outer World. They are just Options. When you understand what are really happening outside and how things happen, you can create your own Choices.

Options are Outside and Choices are Inside your mind! Understanding is the process of making your Inner World of your Thoughts and Feelings "nearer" to the Outer World of Reality.

In the Movie, the Matrix, Oracle once said: You can't see beyond your choices that you don't understand.

The more Options you have, you become confused. The more Choices you have, you become flexible!

Keith
Explore, Exceed & Excel

My Point of View: 取捨

Hi,

在家裡工作室的桌面電腦壞了,特地走訪電腦廣場,本想重購一台,但想深一點,現在還買桌面電腦?

複雜的配置、困難的維修,沒有機動性,這全都是不買的原因。

相宜的價格、具擴充性、可配合大Monitor令自己看得更舒適,這全都是要買的原因。

不知如何取捨之際,猛然發現自己正在考慮一大堆不是重點的因素,那當然難於決定;重點在於我家工作桌只有丁方四呎,每天工作時必須左閃右避,那還考慮什麼?

找不著重點,只會盲目亂想,不斷拖延!

最後買了一台17吋屏幕的手提電腦。

Keith
Explore, Exceed & Excel
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