I decided to take their idea of turning the adoption of the system into a game, and it would be one entirely available offline as well. This would give the older workers a chance to compete and see their progress. I devised a game of showing not productivity, but customer satisfaction -- a rare metric that was captured in our post-department surveys. The senior managers of the department had extensive dashboards on productivity alone and were at times too obsessed with it, I thought. People in the department considered their worth in productivity alone, not so much in the customer satisfaction they delivered. Focusing on that metric, I put together a short dashboard and had a meeting with everyone in the department, saying that the new system would be used for showing how they as a team delighted and excelled for our internal customers. Immediately the barriers came down with the older workers. I added that the team who came in with the highest customer satisfaction scores every month got a free day off (which was my idea and the senior management loved it). I also explained the system was not there to take away their autonomy, it was there to give them more freedom to better serve internal customers -- because it would show satisfaction with their great work. Many of the older employees still didn't believe it, but when senior management backed me up and said they would be giving the team with the highest customer satisfaction scores a day off, the level of acceptance changed. Gradually at first. Many...
After the first month of the system running, I held a meeting with the department and passed out he customer satisfaction scores by team. Satisfaction scores were highest for the older workers, who made sure every single maintenance request had a customer satisfaction survey filled out by the internal customers they served. The rate of feedback was well over 70%, also a new record for the department. Resistance to change was still there in the most jaded and skeptical people in the department. When the senior management team officially gave the worker team a full day off, then it became real. In addition, they were also given awards, signed certificates as Customer Satisfaction Champions, by the senior staff.
Self-Assessment The effective use of qualitative research When I first embarked upon this course, I only had a vague idea about the purposes of the different qualitative research methods. While I knew the distinctions between grounded theory, case studies, phenomenology, narratives, and ethnographies on an intellectual level, when I assessed different studies over the course of my own research, I was less concerned about the different processes used to reveal the results
Self-ASSESSMENT OF EMOTIONAL INTELLIGENCE Intelligence Overall, my emotional intelligence score is 82. Scores of 80 -- 89 are considered strong, and those people with scores in that range can count their emotional intelligence as a strong upon which they should continue to build. This is interesting news for me. Emotional intelligence is an issue in education and in the professional world that has garnered increased attention in the 21st century. Gardner's theory
Self-Assessment and Reflection According to Daniel Goleman, author of Emotional Intelligence: Why it Can Matter More than IQ (July 1997): "Self-awareness includes the competencies of emotional awareness, accurate self-assessment and self-confidence. Skill in knowing about personal strengths and limits and self-worth are related to these competencies." Various professional tests I have taken have provided me with some insights into my own personality characteristics and personal and professional strengths. For example, according
I need to acknowledge that I can only control how I react with an environment, but that I cannot control the environment itself, and I can try to ensure that my reactions are consistent across time and space. Finally, I need to make some changes to how I deal with stress in general, which may make me more resilient in my professional life. I need to learn to laugh
Assessment Synthesis Some of my mistrust may come from my personal timeliness, and my sense that teams can occasionally procrastinate and pull other people back. Accepting others differences is indeed difficult. (Kroeger, Thuesen & Rutledge, 2002, p. 3) I need to make the differences of others work better for both myself, and my organization. Even if I am doing a good job, I must make my internal criticism of others less
Self-Assessment Progress Report Number Three Progress Self-Assessment Progress Report Three Current Employer: Military Current Job: P-3 Analyst Future Job: Real Estate Attribute 1:Outgoing Attribute 1 Score Attribute 2: Decisive Attribute 2 Score This report summarizes my post-assessment reflections and my progress while working on change activities to develop personality attributes of sociability and decisiveness. I feel confident that I have achieved Level III. I have invested my time and energy to be able to progress to this level,
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