Business Essentials Luxottica
A Monthly Update on Day-to-Day Management Issues for Optical ECPs and Retailers November 2007
Made possible by an unrestricted grant from Luxottica and Santinelli
It's Your Business

Party Smart This Holiday Season

Hedley Lawson

" 'Tis the season to be careful." Not that you should completely avoid holiday festivities—far from it.

1. Restrict alcohol consumption.
Don't assume that you must make drinks available; consider an alcohol-free party. Reasonable limits include serving only beer and wine and issuing drink tickets. That is, if you provide only two free beverage servings to each employee and ask that additional drinks be purchased, there's a measure of control. You can also limit the hours during which alcohol is served, closing the bar once the meal has begun. And you may wish to designate a group of supervisors to act as chaperones during the event, particularly watching for intoxication.

2. Make food a big part of the celebration.
This will reduce the effects of alcohol consumption. However, bar snacks and other types of salty foods designed to increase thirst should be avoided at holiday parties. Also, consider holding the party away from your office, for two reasons. First, the owner of the facility you choose will be responsible if an employee is injured there. Second, an unfamiliar location encourages employees to carpool, or you could even rent a bus for transportation. That minimizes the risk of car accidents in transit.

3. Invite spouses or significant others.
The inclusion of family or friends will tend to make employees more cautious and circumspect in their behavior. As well, spouses and others will feel included in the employee's work life.

4. Limit the party hours.
For example, end the party at 6 p.m. instead of 8 p.m and you'll avoid the opportunity for employees to overindulge.

5. Consider implementing a party/disclosure waiver.
Although this is a more conservative approach, it is another way to avoid liability. This is a carefully crafted statement to the effect that participation in an employer-sponsored party is completely voluntary on the part of each employee. It also informs employees that they will be required to behave responsibly on their way to and from the party and during the festivities, with an emphasis on alcohol consumption. One feature of the document should be to encourage employees to carpool to the event and/or to choose a designated driver in the family or work group in case of over consumption. Each employee is then required to sign his or her understanding and acceptance of the waiver. Most of all, you've put them on notice that you expect proper and safe behavior.

Holiday Party







Finally, you should revisit with your staff the organization's anti-discrimination and anti-harassment policies. This also would provide a timely opportunity for the annual training update as well as a chance to role-play some specific party scenarios that could occur when a very informal atmosphere prevails, and some employees have had a few too many. What should supervisors watch out for during the party? What steps should they take immediately if someone behaves inappropriately? How should they respond to a subordinate who later complains of something that happened at the party?

Have a wonderful and safe holiday season from the staff of Business Essentials.

As always, we appreciate your thoughts on future topics as well as feedback on subjects covered in this and previous editions. Your feedback is important, so do take a moment and let us know your ideas on articles and subjects of interest to you and your colleagues.

Hedley Lawson, Jr. is the managing partner of Aligned Growth Partners, LLC, a strategic, operational and organizational consulting and executive search firm. Lawson also serves as consulting editor for Jobson's Business Essentials monthly e-newsletter.

 
Ask the Experts

Eight Keys to a Productive Meeting

Q: Many of our staff meetings are long, disorganized and in the end not very productive. Any suggestions on how to make these get togethers more efficient?

A: We've all been in a meeting that seems to be wandering aimlessly. That's why author Don Maruska provides facilitators with eight key ingredients for making a meeting productive in his book, How Great Decisions Get Made (AMACOM, 2006). Here they are in abbreviated form:

1. Establish constructive communication guidelines.
Be candid, but speak about issues, not personalities; use "I" statements to take personal ownership; listen to and reflect on what others say before you comment; seek to find shared wisdom in the group; and be willing to let go of your position for the greater good.

2. Write down the 10-step process for reaching agreement and keep it posted.
To reach agreement, Maruska offers this 10-step process:

1. Enlist everyone.

2. Discover your shared hopes.

3. Uncover the real issues.

4. Identify all options.

5. Gather the right information.

6. Get everything on the table.

7. Write down choices that support your shared hope.

8. Map solutions.

9. Look ahead and

10. Stay charged up.

3. Encourage participants to discuss their hopes and look for common ground.
"Often differences of opinion or divergent personal styles obscure shared interests," said Maruska.

4. Focus on information exchange rather than debate.
Get participants to reserve judgment so that you can have a constructive conversation.

5. Assess progress along the way.
Ensure that you are addressing the right issues and are keeping a balance by asking participants for feedback. Ask people during breaks for candid comments and suggestions.

6. Help participants find shared solutions.
Help people look at solutions by visually displaying the team's suggestions. This helps to depersonalize issues, so participants can comment without criticizing each other.

7. Gain commitment to translate the solutions into results.
Translate the solutions into action steps. "Determine what needs to be done, who needs to do it, and when to accomplish it," said the author.

8. Bring the discussion to a constructive close.
Maruska suggests asking each participant to provide feedback about the meeting and the solutions. It offers closure and gives you an agenda for your next meeting.

Submit your questions to one of our experts.

—Hedley Lawson, Jr.

From the Top

Boss or Friend? Defining the Boundaries

As a boss, one advantage to having friendships with your employees is that you have a strong, positive relationship with each of them. You understand what motivates your staff, because you've learned about their families, their interests, their goals in life. Employees with a strong connection to their managers are more likely to work longer hours and be loyal to the company.

Boss

In order to be a good manager, you must be careful to distinctly define the boundaries between yourself and your practice staff. Here are some points to remember:

  • Clarify the relationship. In order to maintain the respect of your employees while being friends, you must be direct about the nature of your business relationship. This means being clear about what the goals are, how your employees can help you accomplish them, and what they can expect from you. By communicating these things clearly, you curtail the risk that an employee can misinterpret your friendship and behave in an unprofessional way.


  • Be social—to a degree. In most professional offices, there is usually a lot of social mingling, whether it is a Friday lunch, drinks after work, or an industry function. It is natural for managers to be a part of that. Just remember to socialize with everyone, be careful with the alcohol, and do not be the last one at the party. You want to ensure that you are respected as well as liked.

  • Do not play favorites. One of the worst mistakes you can make is to favor certain employees in the workplace. Your other practice staff members will quickly learn to distrust you, and productivity will suffer. If you are not sure whether you are showing favoritism, think about how much you like each employee. What does each person contribute to the business? Then ask yourself how you treat each of these employees. If your treatment correlates more to how you feel than to what they do, you need to change your behavior.


  • Keep it on the Q.T. No matter how close you are to pals in the office, you have to resist the temptation to give them the inside scoop. Confidential work information like salaries, hiring and firing decisions, and quarterly performance reviews must never be shared when socializing or you will lose credibility.

  • Face the firing line. Sometimes an employee who is also your friend is not performing up to par. You may not want to face it, but for the sake of your practice you need to take a close look at how this person's behavior is impacting employee morale, work schedules, patient relations, time spent fixing mistakes, and most importantly, the bottom line. In this case, you must be this person's employer first and friend second. If you can help this staff member return to being a productive member of your team, then do so. If not, you need to let the person go before more damage is done.

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People Management

Why Do Quarterly Employee Reviews?

Employee Review

While some managers are great at providing periodic performance reviews, many organizations do not have a culture of periodic and scheduled employee reviews. In order to maintain a productive and motivated work force, periodic reviews are essential. Quarterly employee reviews are an excellent way to increase productivity, quality, output and morale. The following are 5 important reasons why you should schedule and conduct quarterly employee performance reviews.

1. Accountability.
Almost everyone performs better when held accountable. Employees who are not given performance benchmarks, goals and a vision will often fail. Take a little time at the beginning of each quarter to establish a few basic goals for each employee and corporate 'team' or 'unit.' Your employees will perform better, feel a sense of accomplishment and grow in their abilities when held responsible for meeting goals.

2. Motivation.
Employees who feel forgotten, unnoticed, or lost in the daily practice shuffle usually have trouble staying motivated to perform well. If you expect excellent work from your employees, you must provide constructive feedback and a support system to keep them motivated. Quarterly reviews are a vital part of that support system. There are many other motivational strategies, but other techniques are likely to fail without periodic reviews.

3. Measurement.
It is important to measure the progress, growth, and impact each employee has on your practice. Rather than making subjective judgments about an employee's performance, establish objective measurements for each employee. In most cases, goals provide an easy way to measure short-term (quarterly) performance. Clearly communicate goals and the criteria by which employees will be measured and put these items in writing. By using both methods, you will reduce the chances of miscommunication.

4. Communication.
Many eyecare professionals get so busy that regular employee communication about performance is overlooked. Although regular communication is always desired, scheduled quarterly reviews provide a set time when you and your employees will communicate. Allow time to have an open discussion with your employees and ask their opinion about how you are doing as a manager or business owner. Ask if there is something you can do to help them succeed. Encourage and challenge your employees to excel, and provide a performance improvement plan if your staff member is not performing at the desired level.

5. Morale.
One of the top reasons for low morale is uncertainty. Quarterly reviews provide a framework for measurement and performance feedback, which eliminates uncertainty. The review helps an employee know if management notices her or his performance. Employees who perform well are recognized and those who need to improve are provided the necessary tools and instructions. Even constructive negative feedback gives an employee a sense of certainty, which will hopefully help improve morale.



Concentration: A Critical Ingredient to Success

Thoughts from Harvey Mackay, nationally acclaimed author and motivational speaker:

Concentration is defined as, "the ability to direct one's thinking in whatever direction one intends." We all have the ability to concentrate some of the time. At other times, our thoughts are scattered and our minds race from one thing to another.

I've found that my ability to concentrate improves significantly when I am:

  • Committed. I'm on board 110 percent and will give a serious best effort.

  • Enthusiastic. I'm excited to take on this project and motivated to do well.

  • Prepared. Knowing how to do something and being prepared for whatever might happen. Remember, perfect practice makes perfect.

  • Physically fit. I exercise regularly to keep in good physical condition.

  • Rewarded. I like to treat myself to something for a job well done.

Mackay's Moral: You can't win if your head's not in the game.

"Harvey Mackay is one of the greatest writers of our time." —Normal Vincent Peale.


LEAP into Handling Customer Complaints

LISTEN—focus on understanding their concern.

EMPATHIZE—imagine yourself in their shoes.

ACKNOWLEDGE—tell them you understand.

PAMPER—go the extra mile to make it right.

From 180 Ways to Walk the Customer Service Talk by Eric Harvey and The Walk the Talk Team.

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Santinelli
 

EEOC Rules and Regulations
Tips for Selecting and Monitoring Providers for Benefit Plans
 

401K

As sponsors of 401(k) and other types of pension plans, business owners generally are responsible for ensuring that their plans comply with Federal law, including the Employee Retirement Income Security Act (ERISA). Many businesses rely on other professionals to advise them and assist them with their employee benefit plan duties.

For this reason, selecting competent service providers is one of the most important responsibilities of a plan sponsor. The process of selecting service providers will vary depending on the plan and services to be provided. To assist business owners in carrying out their responsibilities under ERISA to prudently select and monitor plan service providers, the Employee Benefits Security Administration has prepared the following tips which may be a helpful starting point:

  1. Consider what services you need for your plan—legal, accounting, trustee/custodial, recordkeeping, investment management, investment education or advice.


  2. Ask service providers about their services, experience with employee benefit plans, fees and expenses, customer references or other information relating to the quality of their services and customer satisfaction with such services.


  3. Present each prospective service provider identical and complete information regarding the needs of your plan. You may want to get formal bids from those providers that seem best suited to your needs.


  4. You may also wish to consider service providers or alliances of providers who provide multiple services (e.g., custodial trustee, investment management, education or advice, and recordkeeping) for a single fee. These arrangements are often called "bundled services."


  5. Ask each prospective provider to be specific about which services are covered for the estimated fees and which are not. Compare the information you receive, including fees and expenses to be charged by the various providers for similar services. Note that plan fiduciaries are not always required to pick the least costly provider. Cost is only one factor to be considered in selecting a service provider. More information on pension plan fees and expenses can be found in Understanding Retirement Plan Fees and Expenses and the 401(k) Fee Disclosure Form, located at www.dol.gov/ebsa.


  6. If the service provider will handle plan assets, check to make sure that the provider has a fidelity bond (a type of insurance that protects the plan against loss resulting from fraudulent or dishonest acts).


  7. If a service provider must be licensed (attorneys, accountants, investment managers or advisors), check with state or federal licensing authorities to confirm the provider has an up-to-date license and whether there are any complaints pending against the provider.


  8. Make sure you understand the terms of any agreements or contracts you sign with service providers and the fees and expenses associated with the contracts. In particular, understand what obligations both you and the service provider have under the agreement and whether the fees and expenses to be charged to you and plan participants are reasonable in light of the services provided.


  9. Prepare a written record of the process you followed in reviewing potential service providers and the reasons for your selection of a particular provider. The record may be helpful in answering any future questions that may arise concerning your selection.


  10. Receive a commitment from your service provider to regularly provide you with information regarding the services it provides and the fees it receives.


  11. Periodically review the performance of your service providers to ensure that they are providing the services in a manner and at a cost consistent with the agreements.


  12. Review plan participant comments or any complaints about the services and periodically ask whether there have been any changes in the information you received from the service provider prior to hiring (e.g., does the provider continue to maintain any required state or Federal licenses).




 
Luxottica
 
 
In This Edition...

Article It's Your Business
Party Smart This Holiday Season

Article From the Top
Boss or Friend? Defining the Boundaries

Article Ask the Experts
Eight Keys to a Productive Meeting

Article People Management
Why Do Quarterly Employee Reviews?

Article Concentration: A Critical Ingredient to Success

Article LEAP into Handling Customer Complaints

Article Office Space
A Quick Customer & Employee
Survey


Article Six Habits of Highly Effective Teams

ArticleRules and Regulations
Tips for Selecting and Monitoring Providers for Benefit Plans

ArticleResource Corner
Links to Important Resources

 

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Office Space

A Quick Customer & Employee Survey

Once a year, survey your patients and ask them to give you three adjectives to describe the climate, atmosphere and environment of your practice. Ask your employees to do the same, and then compare the two sets of answers.


Six Habits of
Highly Effective Teams

In the modern organization, considerable responsibility and authority are delegated to and exercised by teams. Teams plan and deliver client projects and address a wide variety of internal company needs, such as strategic planning, system improvements, and operational decision-making.

While any group that is brought together for a common purpose can be labeled a "team," what characteristics make a team truly effective? How can the "whole" become greater than the sum of the group's individual parts? How does a team perform better than individuals might perform on their own?

In 6 Habits of Highly Effective Teams, management consultants Stephen E. Kohn and Vincent D. O'Connell provide a model of superior team performance that draws on their 50 years of combined organizational development experience and research. Highly effective teams, Kohn and O'Connell insist, are characterized less by the technical competencies of individual team members and more by widespread agreement and alignment with a small but extremely relevant set of team processes, values, and understandings. By focusing on and reinforcing a half dozen team "habits," groups can develop the type of synergies that define collaborative excellence. The model is simple and practical, but it can yield extremely powerful results for any size organization.

Resource Corner
Easy-reference to web resources about human resource policies and rules
Business Essentials

Employee Retirement Income Security Act (ERISA)

Understanding Retirement Plan Fees and Expenses

401(k) Fee Disclosure Form

180 Ways to Walk the Customer Service Talk

How Great Decisions Get Made

6 Habits of Highly Effective Teams