In the run-up to a new IT budget year, tech professionals spend a lot of time thinking about the acquisition of new software, hardware and services. Yet how long do you spend on the functionality and suppliers, versus educating your users?

I’d say probably 80 per cent of the effort goes on the technology itself. The remaining 20 per cent is allocated to developing the rollout plan and educating the users.

But why spend more on education? After all, most technology these days is promoted as intuitive and easy to use. So is education merely for those who are neither geeks nor digital natives?

Before I run one of my email workshops, I encourage participants to benchmark their email IT fitness and tell me which of the top 10 features of their software they use. For example, rules, categories, colour, or in-field editing.

It never ceases to surprise me that so many people struggle or simply have no knowledge of even the most basic functions. All these software features are productivity enhancers and can help save time.

Technology always has an abundance of such productivity functions but many people outside the millennial generation, which means probably 75 per cent of the workforce, may not naturally turn to these tools.

The conscious competence learning matrix shows many users operate with a low level of IT fitness. Image: Monica Seeley/Mesmo Consultancy

The conscious competence learning matrix provides a useful insight into this situation. Many users operate with a very low level of IT fitness in the unconsciously incompetence quadrant. I call these bronze users. They either fumble or just use the bare minimum.

Some make a foray into conscious incompetence by reading about IT and playing with it and will be motivated to move to quadrants three and four, and hence silver and gold.

IT professionals normally operate as gold users in these two quadrants as it’s their business to seek out how to bend the software and hardware to make it more functional and integrated with existing applications.

However, how many focus on improving the IT fitness of their customers to make the most of the IT investment?

The average business user’s main concern, when faced with either a new application or piece of hardware, is how to get his or her job done with the minimum of disruption. As a result, new functionally is often not exploited and in some cases technology is not as extensively deployed as it should be.

I’ve lost count of the number of times I’ve heard a CIO say they have implemented collaborative working tools, such as SharePoint, when in fact the software turns out not to be extensively used in their organisation.

Business users and those of generation X often need help to move from being unconsciously incompetent bronze users to being at least consciously incompetent, silver to gold users and hungry to exploit the technology.

Users operating in Q3 and Q4 improve their personal productivity and this improvement leads to better technology take-up and greater returns on the IT investment.

Here are three easy ways to help business users improve their IT fitness, which some CIOs are using very effectively.

1. Benchmark IT fitness

Provide online tools that users can access to benchmark their own level of IT fitness – for example, our Outlook IT Fitness check. Just knowing what you don’t know often spurs people to learn.

2. Deployment role models

Adopt a role model for deploying technology. Send members of the helpdesk to sit beside users or do some floor-walking to see what users do and how they use the technology. It can be an eye-opener.

3. Regular hints and tips

Produce regular – say, weekly or even daily – tips and hints that are task-based. One tip could be, for example, using a certain colour to highlight emails from key people. However, make sure the tips are tested and checked by a person of low IT fitness, because you will be surprised at how much we in the profession take for granted.

Ideally the time spent on user education versus selecting the technology should be 80:20 rather than the normal 20:80. That’s asking a lot and involves a big culture change. Sadly, in times of budget constraints training is usually the first item to be axed.

Yet just a small increase in time and budgets allocated to business user education will yield real benefits. One hour’s training will give you back at least two hours’ increased productivity. In these days of almost zero interest rates, training is a great investment towards improving the bottom line

Pieter vd Walt

Bytes People Solution

‘Liar liar your pant’s is on fire’ is a childhood saying that remains lodged in my memory bank to this
day. Ironically, this is the stuff good soapies, movies and tabloids are made of. Yet sadly, lying has
become a scourge that has spread its tentacles into the very fabric of our modern day civilisation.
And the world of business is not exempt. I am sure you may have observed how some people,
perhaps more than you can imagine, appear to lie so easily and sincerely, almost as effortlessly as
breathing.

The book entitled ‘The Day America Told the Truth’ by James Patterson and Peter Kim highlights the
results of a survey which reveals that 91 percent of people lie routinely about matters they consider
trivial and 36 percent lie about important matters; 86 percent lie regularly to parents, 75 percent to
friends, 73 percent to siblings, and 69 percent to spouses.

The reasons, agendas and motives for lying are never ending, rearing its ugly head across all sectors
of society; from individuals and communities to businesses, organisational and religious bodies
as well as governments. A Time magazine cover story concluded, “Lies flourish in social

uncertainty, when people no longer understand, or agree on, the rules governing their
behaviour toward one another.” Mark Twain said: “A lie can travel halfway around the
world while truth is still lacing up her boots.”

Think for a moment about how this form of deceit can bring indescribable distress to a treasured
relationship you may have enjoyed with a friend, loved one, colleague or business partner. And the
best place to start is with you. How you feel emotionally on the inside when you discover that you
have been seriously lied to or about by someone you regarded as trustworthy? Suddenly the trust
that was once so precious to the relationship bursts into flames.

We are all vulnerable to allowing this insidious social epidemic to sweep into our lives from time to
time, wounding relationships that often take a long time to heal.

World renowned professional speaker, trainer and consultant Brian Tracy notes “All successful
business is based on trust. Perhaps the most valued and respected quality you can develop is a
reputation for absolute integrity. Be true to yourself and other people in your life. Here is a question
for you to ask and answer. What kind of a world would my world be if everyone in it was just like
me?”

Emily Dickinson once remarked that “Truth is such a rare thing; it is delightful to tell.” What a sad
indictment on the current state of humanity. And what a different world it would be if societal
norms were based on the bedrock of truth and integrity.

5 March 2012

Robert Klynsmith

Strategic Options

Mobile: 079 606 0484
Email: bobk@absamail.co.za

Navigating new frontiers

I recently attended a networking session where Hazel Walker was presenting.   The presentation was about the 6 steps to effective networking.   My first reaction was “what there are six steps to networking?”.  According to Hazel the six steps are:

• Trust
• Knowledge
• Need
• Solution
• Appointment / connect
• Follow-up

Hazel then went on to unpack the six steps:

1. Trust
   In order for a referral to take place there needs to be trust.   The referrer must trust the person they are referring to.  You do not build trust at the first meeting.  Trust is built over time.  You therefore have to invest time into relationships.
2. Knowledge
   You need to know the person whose services you are referring to and you also need to know the person that you are referring services / solutions to.
3. Need
   In order to receive a referral you need show others how to identify the need for your product or service.
4. Solution
   Once the person has identified the need for you product
5. Appointment / connect
   Take the next step and setup a coffee meeting and connect.  Again the only way you will increase referrals are to connect with people.  Make sure you connect on a regular basis and make sure people remember your and the services your offer.
6. Follow-up

Make sure you follow up! Follow up with the person you were referred to as well as the person referring work to you.   This way all parties will be informed and you will gain more referrals.

Once I sat down and thought this process through it made perfect sense. I have one thing to add to this though and that would be “givers gain”.  Networking is not a one way street so in order to get referrals you need to give them.

Thank you Hazel!

RentFin was started up to fill a niche in the market where banks and the established companies were failing to provide finance for peripheral business assets. These assets include CCTV, Coffee Machines, Electricity Management Systems, Security & Access control systems, amongst others. We have gone in specifically targeting these assets and providing rental solutions for them. Basically what we do is buy the asset from the supplier and then rent it to the client that requires that asset.

RentFin focuses on building strong relationships with it suppliers, as the services that we offer are of great benefits to the supplier in terms of increased sales through a new avenue. Rental Solutions also offer the client some major benefits when compared to a hire purchase agreement. When a client rents an asset they receive the following benefits:

- The client does not need to outlay any capital for the equipment.

- The rental amount is a fully tax deductible expense.

- Rental is a form of off balance sheet financing.

- The client has easier access to upgrades when the time comes.

We strive to provide an effective and transparent service for both our suppliers and clients, as the service we provide is of benefit to all. If you have any questions, please email us on info@rentfin.co.za and we would be happy to assist.

The definition of an Elevator speech:
“Marketing slang for a bried but informative overview that one gives about oneself or one’s business. So called because all of the important points should be delivered in approximately the duration of a 30 second elevator ride.”

I thought this was a great add on to a networking event to ensure all the members start to network properly. Try it today.

Elevator speech

A 30 to 60 second captivating talk to generate a meeting
1.    Who are you and what is your company?
__________________________________________

2.    What do you do?
__________________________________________

3.    What’s in it for me (benefits)?
__________________________________________

4.    Example of a client
__________________________________________

5.    Who are you and what is your company?
__________________________________________

Customer objections typically result from one of the following :

1. Judgements based on prior experience
2. Not having accurate or enough information
3. Stress (ie : don’t have enough time/resources to deal with your presentation)

The truth is that the customer’s objection really isn’t the problem !  In fact, every objection actually provides an opportunity to find out what information the customer needs to close the sale.

The biggest problem with objections, typically, is our emotional response – we feel angry, defensive, inadequate, unimportant, not good enough, etc.  Once we get through this and remain emotionless in the face of the toughest objection, our brilliant minds are able to handle the information requirements of every objection with ease.

We face objections every day, in every aspect of our lives. Not only do we have to respond to customers, but we also have to continually manage the objections of our peers, bosses, family members and friends. Most people have little understanding of how their internal subconscious fears and emotions affect their conversations, actions, and relationship with others. Very few people are clear about how these things affect their ability to influence others and move past their objections. Want to know more?

Perfume is personal. Some people love it and others are sensitive or even allergic to perfumes. So when it comes to wearing perfume in the workplace what should you be considering:

• It is important to firstly choose the appropriate perfume for yourself and your age. If you are more mature you will be selecting a different perfume to a teenager. The match is critical.
• Never spray your perfume in public. Especially in open office plans or very small offices where a group of people are operating. This can be offensive. Spray in private where the initial intensity can wear off.
• Consider the occasion. A perfume is meant to leave a gentle impression not a loud explosion. Attending a client presentation, board meeting or cocktail party lends itself to different choices. One size fits all does not apply here!
• Be aware that you do not over-spray. A common complaint that ladies have is that they can’t smell their own perfume anymore. This is due to odour fatigue – when the sense of smell has been exhausted. What then happens is that ladies spray extra! Ask your colleagues if you are overdoing it.
• Don’t compete with other aromas – If you’re attending an event where aroma is an important part of the experience (e.g. a wine tasting, or a gourmet meal), resist the urge to compete with the food or wine. It impacts on the effectiveness of the event and could be considered inconsiderate.

If you would like to know more about the world of perfume join us for a breakfast or visit www.perfumepower.co.za.

As he mingled with friends and colleagues at a social gathering he greeted them with a beaming smile, looked them straight in the eye and said rather nonchalantly, “I murdered my grandmother this morning”.  Needless to say the responses were staggering with very few people really hearing what was being said.  One person came up with “you’re doing a fine job”.  Another simply replied “oh how lovely”, to which he immediately declared “I am sure she had it coming to her”.

How many of us really take in what others are saying when they converse with us, or interrupt while others are speaking or perhaps think about what we are going to say next before a person has finished talking.  Do you sometimes find yourself going through the motions of listening, nodding your head in acknowledgement or looking a person directly in the eye, yet your thoughts are constantly drifting into the world of me and my issues?  Are there times when someone asks a direct pertinent question and it suddenly dawns upon you that you were not really listening?

It is also very human to listen with bias and make up our minds before hearing a person out fully.  In his book “The Seven Habits of Highly Effective People”, Steve Covey talks about the need to build relationships by seeking first to understand.  The biblical book of Proverbs gives us a word of wisdom in this regard “He who answers before listening – that is his folly and his shame” and “The first to present his case seems right, till another comes forward and questions him”.

Authentic listening is one of the most profound gifts you can give to another human being.  It is in fact a discipline that contributes to building lasting relationships among friends, colleagues, clients and in community.  It means taking self out of the picture and giving your undivided attention to another person as though the one you are talking to is the only person in the world.

Listening is also vitally important in the world of work and strategy.  This is the ‘stuff’ relationship marketing is made of!  Genuinely listening to management, employees, customers and the competition can provide valuable feedback when it comes to transforming your organisation within and strategically positioning your company going forward.

Principles of Authentic Listening

Listen Actively

Listen attentively with good eye contact.
Connect with the emotions of the speaker.
Attend to both facts and feelings around an issue.
Be in touch with your own feelings.
Try not to anticipate what the other person will say.
Be mindful of your own biases and prejudices.
Try not to jump to premature conclusions.
Remain fully focused and prevent your mind from wandering.
Do not rehearse your response while others are talking.
Let others finish what they are saying without interrupting.
Remain open-minded, ready to reverse your opinion if need be.
Pay attention to non-verbal signs e.g. body language.

Clarifying

Seek first to understand.  This requires asking questions, reflecting or paraphrasing what people have been saying at appropriate intervals. For instance

“Are you saying …?”
“Tell me more about…?”
“Can you give me an example…?”
“I’m confused about…”
“Let me see if I understand …”

Give the person time.  Learn to be comfortable with silence.
Do not offer solutions to every problem others bring to you.

Blocks to Effective Listening

- Becoming preoccupied with how strongly you disagree with a person.
- Being argumentative!
- Listening selectively for what you want to hear.
- Too tired mentally to work at paying attention.
- Outside noises and distractions.
- Tuning out because you think you know what the person’s conclusion will be.
- Negative body language e.g. tapping your foot or looking around.
- Red flag words that may trigger an overreaction e.g. “women libber” or “male chauvinist”.

Account – Explain the cause of,  answer for ; conduct, performance or duty,

Accountable – Bound to give account…for things or actions, or to persons (Being responsible)

Responsible  – Liable to be called to account…e.g. answerable to a person or persons for things or actions.   Morally accountable for actions, trust-worthy.

Would you agree that we are accountable and responsible for our thoughts, intentions, actions and results?   Are you willing to be answerable for results both good and bad?  Are you committed to learning, to your health, to your family, to your friends and to your team?  Are you able to make good on your promises and projections, and to be responsible for your successes, mistakes and failings?

So why wouldn’t people want to be accountable?  Well, because sometimes it’s hard.  Nobody wants to look at themselves in the mirror and admit that they didn’t live up to expectations, or that they possibly fell short. The easiest way to avoid failure is to never set yourself up to fail.  The easiest way to do that is by not setting standards and certainly not holding yourself accountable.  With no accountability, you don’t have to ever look in the mirror!   Accountability can be uncomfortable, embarrassing and difficult, but it can also make you feel proud and accomplished.

Greatness at all levels is bred out of accountability.  As a parent, spouse, business owner, leader, teammate or friend, honestly looking at your actions and holding yourself accountable to them determines the quality and standards of your life.  If you were to keep track of your actions and results, would you agree that you could observe patterns, measure progress and solve problems?

Do you know what your staff are doing on the internet during their working day ?

Are you looking for an internet management tool that can improve employee productivity, allow you to log in remotely to generate reports on your staff’s internet usage and much, much more?

iShield is a smart access email and website monitoring device located at your premises, allowing you to remotely control your entire network from one centralised location. iShield allows you to monitor and limit your staff’’s internet usage, block unproductive websites like Facebook and YouTube and track all incoming and outgoing mail.

Combined with real-time remote surveillance via web interface and a firewall proxy device, iShield is the most comprehensive network monitoring solution available, ensuring you reduce your internet costs and through contiunous monitoring of staff internet usage, increase employee productivity across your network!

iShield clients include government departments, educational institutions, commercial organizations, and SME’s across South Africa. iShield is strategically placed to provide comprehensive support and customer services to its clients and partners

Being locally developed and supported guarantees that iShield is a cost effective solution for SME’s and that the team is strategically placed to provide comprehensive support and customer services to its clients and partners.

For more information on iShield, please see our website , www.ishield.co.za and email roy.mcevoy@tradepage.net to set up a meeting.