Beware the secret saboteur in your credit union

first_imgI don’t have time to answer the phone beyond saying my name or “credit union”. There are too many other things I need to do. Wanting me to sell is not what I signed on for. I do transactions fast and accurately. Salespeople sell, tellers do transactions. A patient complained that a roommate was dying noisily and therefor he was unable to sleep all night. That became a nurse’s fault. These are just a few examples of potential dissatisfaction and misunderstanding that a skillful secret saboteur can easily use against your best efforts to initiate effective and beneficial change within your organization. The problem in both types of organizations is identical. The reasons for change and implementation of those changes have not been properly explained, motivated, coached, and monitored. Beyond that, and here is the hard part, when a person fails to embrace those changes they have not been helped to find a job where they will fit in.You see, if the roommate of the dying person would have had it explained to him that a critically and possibly terminal case was going to be in the next bed, and all possible would be done to limit that patient’s care becoming a problem to him, it may well have diminished his irritation. Perhaps not, but it certainly would have been worth the effort. The unhappy owner of the sweet tooth could have been told of her choices in a positive way. If okayed by the doctor, she may have been allowed to have a family member or friend bring some of her favorite sweetener to her. A dietician, speaking to the patient in advance of the surgery, could have counseled the unhappy delicatessen connoisseur on the reasons behind the foods and portions he would be receiving. Managing expectations and doing so in a friendly manner can often help reduce later anger, resistance to change and conflict.In the credit union environment proving people wrong about not wanting to use a professional, albeit eight second longer, telephone greeting, standing and greeting people at a member service desk with a smile, introduction and handshake, identifying member needs and helping them decide to take sensible action to meet the want or need (selling through service) are similar issues to those listed for hospitals in one key way. The issue?, resistance to change. Finding exceptions to the rule is always an easy way out for self-justification for resistance to change. The effective leader is a proactive advocate for change. He or she must be able to seek out and destroy secret saboteurs before they can do irreparable harm to the culture shift.Pointing out, forcefully, how taking any of the little steps required in the culture change action plan will benefit patients and families, or credit union members and their families will help discourage and limit the effectiveness of the secret saboteur. Find stories to tell and ways to help people visualize the effectiveness of each new action you are asking them to take that forcefully demonstrate the effects of those changes. Find and help champions of your new direction and assign them with seeking out the naysaying hidden saboteurs in their departments. With the help of those champions you can find ways to bring home your message along with the need to change. Educate everyone, coach everyone, assess everyone, reteach and coach everyone, until the hidden saboteur either shows himself or changes. If he shows himself and refuses to change you must cut out the cancer before it spreads.I will provide one example of a resisted change I had to surmount early in my tenure at Healthcare Systems Federal Credit Union. I wrote a brief telephone greeting for everyone to use. “Good morning (or afternoon, thank you for calling Healthcare Systems Federal Credit Union. My name isc (insert your name). How may I help you today?”. The pushback was terrible. Only one person embraced the change.One by one I brought each employee into my office and had them answer an imaginary phone call in their own manner. I timed each answer. Average time, three seconds. It doesn’t take long to say good morning, or credit union, or Tamie speaking. Then I had them read my script and had them smile when they did. Oh, were some of those smiles forced! Average time, eleven seconds. Then I asked them each if it was worth eight seconds to make a member feel important, welcomed, and sense that the person on the other end of the phone wanted to help them. They could not say no. So, we rehearsed until it became second nature, Soon members were coming in and telling them how much more professional they sounded. Hey told our member service team members how much more they liked calling! When that happened all but one person fully embraced the change. Eventually that person left. Before she left she tried all she could to destroy the changes, but the reinforcement the team received from our members made her efforts useless.The demise of the secret saboteur will happen when leaders help people understand that no change is ever universally effective at first, if ever. We are after all dealing with people. Additionally, if we are to make the influence of secret saboteurs minimal we must demonstrate how complying with the changes will make things better over time. Most importantly, we must help people visualize how much better things will be by using stories and real life situations. For when good people truly get together to do the right things for the right reasons almost anything is possible. His nurse was not treating him fairly because my pastrami sandwich had too little pastrami on it after receiving quadruple bypass surgery. He or she lurks hidden inside of almost every organization. They smile at you. They nod in agreement when you make bold statements of purpose. They cheerlead when you announce new initiatives. Meanwhile, when out of your sight and hearing ranges, whenever any opportunity arises, wherever weakness or uncertainty in another person seems to exist, the secret saboteur promotes dissatisfaction among your team members. They place mines between your leadership, your purposes, and your initiatives and your team members. Unseen and unheard by you, the secret saboteur is actively eating away at your corporate structure, purpose, and goals. Fail to find the secret saboteur at your own peril.Just as credit unions are struggling to adjust to meet new challenges presented by changing technology, regulations, generational preferences. and member expectations, so too are hospitals. Faced with increased regulation, mandatory and published independent satisfaction surveys, new and more restrictive insurance rules for repayment, and greater competition, hospitals are spending great treasure in time and money transforming their cultures. Now, patient and family satisfaction is something to which they can no longer give mere lip service. Many, as I have noted in a previous article, are doing a remarkable job of navigating the mines faced by any organization attempting to make fundamental changes to its culture. Yet, as time goes on, it is becoming apparent that hidden saboteurs often lurk within the depths of the organization.This point was driven home to me in an article I recently read written by a physician who quoted liberally from an article written by a nurse. The original article appeared in “ATLANTIC”. The author of the original piece titled, “The Problem With Satisfied Patients”, Alexandra Robbins, went after patient and family satisfaction and its measurement by survey with a vengeance. Unfortunately, her protests were ever so familiar to me. I had heard similar protests and occasionally still do hear them from bankers and credit union employees. As I read the article written by the physician, Dr. Alex Smith, I thought it might be useful to examine the complaints against customer service in hospitals and compare them to what I have observed in credit unions that were attempting to become more member focused.Examples of why some believe it is unwise to force nurses and other hospital employees to try to be more customer/patient focused and their approximate equivalences in credit unions follow:center_img The hospital doesn’t have the sweetener she likes in her coffee. Nurse says it isn’t her job to keep her sweet tooth happy. HOSPITALSCREDIT UNIONS 88SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Brad Roteman Brad Roteman has served HSFCU since February 2005. He is a former district sales manager with Bankers Systems, Inc., now Walters Klewer Financial Services. Brad has won numerous awards for … Web: www.hsfcu1.org Details Standing and greeting with a handshake and smile isn’t me. I just do my job and they like me.last_img read more

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Arsenal make contact to sign £25m-rated Kerem Demirbay in summer transfer

first_img(Picture: Getty)The 25-year-old has helped Hoffenheim rise to sixth in the Bundesliga table this season and could be a cheap option as a replacement for Aaron Ramsey.AdvertisementAdvertisementArsenal lose Ramsey to Juventus at the end of the season and Emery is determined to find a suitable playmaker to take over from the influential Welshman.Emery pushed Ramsey out the door at the Emirates after telling Arsenal to withdraw their offer to extend his contract last year. Comment Advertisement Coral BarryThursday 18 Apr 2019 5:07 pmShare this article via facebookShare this article via twitterShare this article via messengerShare this with Share this article via emailShare this article via flipboardCopy link370Shares Hoffenheim want £22m for the midfielder (Picture: Getty)But the challenge of replacing Ramsey will be made even greater by the financial restrictions set to be placed on Emery.Even if the Spaniard does deliver Champions League football, Emery will have just £75m to spend this summer.MORE: Arsenal to hand Unai Emery £75m transfer budget if Champions League football securedMore: FootballRio Ferdinand urges Ole Gunnar Solskjaer to drop Manchester United starChelsea defender Fikayo Tomori reveals why he made U-turn over transfer deadline day moveMikel Arteta rates Thomas Partey’s chances of making his Arsenal debut vs Man Citycenter_img Demirbay is a star at Hoffenheim (Picture: Getty)Arsenal are chasing the signing of Kerem Demirbay this summer, according to reports in Germany.The Hoffenheim No.10 is available for £22million due to a release clause in his contract and is attracting the gaze of several Turkish clubs.Demirbay has scored four goals and provided eight assists this season and it appears Unai Emery is ready to move for the midfielder.Bild claim Arsenal have already made contact with Hoffenheim about a potential deal and are happy to meet Demirbay’s release clause.ADVERTISEMENT Arsenal make contact to sign £25m-rated Kerem Demirbay in summer transfer Advertisementlast_img read more

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Closing of VKC library reconsidered

first_imgThe opening of the doors at the Von KleinSmid Center Library Monday represented a huge victory for the students and faculty members who rely on the library’s specialized collection.In late November, Catherine Quinlan, dean of the USC libraries, announced that the VKC Library would be closed and converted into music practice rooms, citing space considerations. The current music practice facility is slated for demolition and administrators chose the VKC Library as the new destination, thinking they could easily redistribute the library’s resources to  the Doheny Memorial Library and other university libraries.Daily Trojan | Sunil MuraliBut within a week of the announcement the university reversed its decision, leaving the library intact. The fate of the music practice rooms, however, remains uncertain.“The unresolved issue is the school of music still needs to find a space for the [Music Practice and Instruction Center] building because it’s being torn down to accommodate an athletic training facility,” said Dr. Robert Labaree, head of the VKC Library.Thornton School of Music Dean Robert Cutietta said the Music Practice and Instruction Center is no longer effectively serving the needs of Thornton’s students.“The practice rooms are the core, the heartbeat, of a school of music because the students use them so much, so it should be a nice facility for them,” Cutietta said. “If we are going to stay in that building, it needs major renovations, and we would rather move.”The PIC building, which borders Cromwell Field, the Howard Jones Practice Field, the intramural field and Heritage Hall, has been on the demolition list for a long time, according to Rob Cooper, vice provost for planning and budget.Though relocating to the VKC Library would have been a better situation for Thornton, Cutietta said the situation was still not ideal. He added that he was not surprised when the administration later reversed its plans.The November announcement immediately spurred resistance from staff and students, who began mobilizing efforts to petition the closure.“There was just a huge eruption of anger over the decision,” Labaree said. “There was a broad spectrum of constituents who rose up in protest in relocating our materials and our personnel.”Tim McNally, a senior majoring in international relations,  launched the Save VKC Library website. The International Relations Undergraduate Association and Model United Nations team were involved in petitioning the university’s initial decision, McNally said. The groups soon gathered more than 1,000 signatures.“USC is a school that is very concerned with its reputation, and it doesn’t look good for a major school to be shutting down one of the best IR libraries in the world to build music practice rooms,” McNally said.Lindsay Patin, co-president of IRUA and a sophomore majoring in international relations and economics, said converting the VKC Library into music practices rooms was a “misallocation of space.”“The administration could see that it is a decision that affects a lot of people in a negative way,” Patin said.Ultimately, the student petitions and protests might have helped drive the administration to backtrack on its initial decision.“The students felt at home in that location,” Quinlan said. “While we would have tried really hard to make sure they had their resources and services close to them, the idea of having a space that they really felt was a part of their community was important to the students.”Professors also protested the move. John Odell, director of the School of International Relations, wrote a letter to the university librarian expressing his discontent with the initial decision.“Our problem was the decision was made without affecting the academic mission of the university without consulting the academics, the faculty who use the library and who teach students how to use it, or of course, consulting the students either,” Odell said.But Cooper said student and faculty reaction did not play a role in reversing the decision.“Upon further analysis of the space, it did not meet the needs of the university for the practice rooms,” Cooper said.The decision was officially retracted on Nov. 23 in an announcement from Sue Lewis, associate vice provost for planning and design.“The library’s faculty, staff, collections and users can not be sufficiently accommodated in the spaces available in Doheny and 3434 Grand,” the memo read. “The VKC Library is not ideal for the uses to which it was to be put for the students of the Thornton School of Music.”The administration is now considering new locations for the practice rooms, though Cooper would not discuss the possibilities at this time.Cutietta said he was unaware of any alternative locations being considered right now.Odell said he believed the university made the right decision in the end, though concerns still remain.“The decision to keep the library intact was certainly the right decision, but I’m also concerned about the problem at the music school,” Odell said. “They do need a solution.”last_img read more

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Wildlife Commission collects jaguar from Lima Sands

first_img…says persons can be fined $2M for trapping protected animalsThe Guyana Wildlife Conservation and Management Commission has confirmed that it took possession of the young female jaguar which was being held at Lima Sands, Essequibo Coast, Region Two (Pomeroon-Supenaam). The jaguar was captured by a Lima Sands resident, Marvin Calvan, on May 22, 2019.The young female jaguar which was captured by residents of Lima SandsThe official who spoke with Guyana Times on Tuesday confirmed that the country’s national animal was collected by the Commission. In a subsequent statement to the media the Guyana Wildlife Conservation and Management Commission (GWCMC) stated that the GWCMC took custody of the jaguar after consultation with Calvan and his sister. The Commission noted that the jaguar was moved to a cage and the trap was removed and destroyed. The Commission noted that a sample of blood was taken from the animal which has since been released. GWCMC used the opportunity to remind the public that under Regulation 4 (7) of the Wildlife Conservation Management and Sustainable Use Regulation 2019, the jaguar is a protected species. Additionally, the Commission also stated that Under Section 69 of the Wildlife Conservation and Management Act 2016, it is an offence to have wildlife in possession or to display to the public without the necessary authorisation. Any person who violates this will be liable to pay a fine of $750,000 to $2 million and face imprisonment of up to three years.According to the Commission, communities with wildlife-related issues should report these to them so that the appropriate means can be developed to ensure mutual existence between the animal(s) and residents. The GWCMC also warned that persons should not trap big cats – such as jaguars – during conflict situations.Questions about the whereabouts of the jaguar came into disrepute after the State-owned newspaper published an article in which it posited that imposters might have collected the animal.Meanwhile, Calvan had told Guyana Times that he took special care to ensure that the animal was not harmed. He explained that it was necessary to capture the jaguar as it was eating the livestock of farmers in the community.According to the Regional Democratic Council of Region Two (Pomeroon-Supenaam), the trap consists of two sections with a small area to hold the bait, which was a live dog; the other section traps the beast.Between the two compartments is a trap door, which is held opened by twine. It is triggered shut when the animal enters the cage to approach the dog.“When the oversized cat steps on this twine, the door falls shut, locking the cat inside and cannot be pushed open from the inside. All this time the bait dog is safely in its compartment,” the Regional Administration explained in a Facebook post.However, the post sparked much outrage on social media, after it was revealed that the owner was charging persons to see the animal, which was said to be in distress. The Regional Executive Officer (REO), Denis Jaikarran, also paid to see the jaguar in a cage. Adults were being charged $100 while children, $60.The Guyana Government has signed a Memorandum of Understanding (MoU) with the Panthera Corporation, aimed at conserving jaguars.Founded in 2006, Panthera is an organisation devoted exclusively to preserving wild cats and their critical role in the world’s ecosystems.The jaguar is the third-largest feline in the world, and the largest in the Western Hemisphere.Globally, jaguar populations are on the decline mainly due to the loss of habitat and conflict with people. As a result, these animals are listed as a “near threatened” species by the International Union for Conservation of Nature (IUCN).The jaguar is protected by the Wildlife Conservation and Management Act 2016 which states that the collecting, holding in captivity, hunting, killing, or otherwise molesting “protected” species is prohibited.Only recently, the Government was forced to launch an investigation into the alleged killing of a jaguar during a hunting expedition in Guyana.A photo of the dead jaguar began circulating on social media and had sparked debates about the need to protect this endangered species of animal.last_img read more

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Heroic Wiggins wins historic Olympic gold

first_imgMaida Vale’s Bradley Wiggins sensationally won gold in the men’s time trial to become his country’s most decorated Olympian.It meant a British record seventh Olympic medal for the acclaimed cyclist, who recently became the first Briton to win the Tour de France.After being roared on by crowds through Twickenham, Teddington and Kingston, Wiggins crossed the finish line at Hampton Court Palace in a time of 50 minutes and 39 seconds – 42 seconds quicker than Germany’s world champion Tony Martin.Wiggins’ seven medals – four golds, a silver and two bronzes – is one more than rowing great Sir Steve Redgrave.“I don’t think my sporting career will ever top this now. It will never, never get better than that,” Wiggins declared.“To win Olympic gold in your home city in a velodrome would have been incredible, with three or four thousand people cheering you on.  But to do it on the streets – it was phenomenal.“Going through Kingston at the end there, the noise was amazing. I can’t put it into words and do it justice. It’s incredible.”Follow West London Sport on TwitterFind us on Facebooklast_img read more

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Photos: 49ers turn FedEx field into slip-n-slide following Redskins win

first_imgThe San Francisco 49ers skid down FedEx Field to celebrate their 9-0 victory over the Washington Redskins, turning a rainy Sunday in October into an outing suited for sunny summer days. Jimmie Ward, Tevin Coleman, Azeez Al-Shaair and free safety D.J. Reed slid on the rain soaked field as fans in ponchos watched, drenched from the downpour. Sealed the W, turned the place into a slip-n-slide. pic.twitter.com/2WTSTmaDsV— San Francisco 49ers (@49ers) October 20, 2019 Cam Inman reporte …last_img

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Bumper maize crop for SA

first_imgA field of maize, known in South Africaas mealies, on a farm in the EasternFree State.(Image: MediaClubSouthAfrica.com. For morefree images, visit the image library) MEDIA CONTACTS • Priscilla Tsotso SehooleMedia liaison officer, Department of Agriculture+27 12 319 6843Janine ErasmusSouth Africa has achieved its biggest maize crop in 29 years, weighing in at around 13-million tons. This equates to about 4.8 tons per hectare and closely rivals the record 1981/82 yield of 14.42-million tons.Despite a worrying dry spell at the start of the growing season, the bumper crop is attributed to better farming techniques, above average rainfall, increased use of biotechnology and a move away from sunflowers and wheat, resulting in an 8.2% increase in the number of maize plants in the ground.This is the third year in a row that South Africa has reaped an above-average maize crop. Around 7.8-million tons is white maize and the balance is yellow, which is mainly used for animal feed.This means that not only will the country have ample supplies for its residents, who consume around 9-tons of the grain annually, but it will be able to export about 2-million tons in both white and yellow varieties.To date most of this year’s exportable maize produce has gone to drought-stricken areas of Kenya. About 3-million tons will leave the country next year.South Africa is the continent’s biggest maize producer. Last year’s harvest brought in 12.05-million tons of which 1.9-million tons was carried over to 2010.Crop estimatesThe Department of Agriculture’s Crop Estimates Committee is tasked with releasing crop estimates on a regular basis. To do this, the committee uses geographic information science (GIS) and an innovative, locally developed process called the Producer Independent Crop Estimate System (Pices).This involves a number of steps including the use of satellite imagery, obtained from the France-based Spot Image Group, to digitally establish boundaries of crop fields, the selection of sampling points at random, and visual surveys – using light aircraft – to obtain crop data.Once the aerial survey is complete, the information obtained is used to statistically calculate crop estimates.This system eliminates dependency on producers’ data, which has often been inconsistent in the past.The Pices system has digitised about 13-million hectares of crop land in all nine of South Africa’s provinces, and is constantly monitored to ensure that data is current. According to a GIS expert, this area can be covered in about two months by just three field observation teams.But the committee’s forecast is not as optimistic for the 2010/11 season, as plantings will decline mainly due to a drop in the maize price both locally and internationally, and more severe El Niño conditions. This climate phenomenon is expected to bring good rain in spring, but drier conditions in the middle of the warm season may even lead to a drought in some areas.In this case, commercial farmers have the option of switching to hardier crops, such as sunflowers. Maize prices are lower because of the stronger rand, the excellent current yield and the forecast of a similarly plentiful harvest in the US.While some other Southern African countries have also enjoyed a good maize season, a drought in neighbouring Zimbabwe has placed extreme strain on this year’s crop.Staple foodMaize (Zea mays) is a grass and a staple food of people on the African continent, as well as the most common livestock feed grain.In South Africa, which is also the breadbasket of the Southern African region, the maize sector comprises both commercial and small-scale farmers, mostly in the North West, Free State, Mpumalanga and northern KwaZulu-Natal provinces.Maize is also used in the production of biofuel and starch, which itself is used in a number of products ranging from paint to cosmetics.Other major crops in South Africa include wheat, sunflowers, sugar, fruit and nuts.Media Liaison OfficerMs Priscilla Tsotso Sehoole (Acting)Mail:Private Bag X250, PRETORIA, 0001Street:No 20, Agriculture Place, Block DA, 1st Floor, cnr Beatrix Street and Soutpansberg Road, Arcadia, PRETORIATel:(012) 319 6843Fax:(012) 321 8558E-mail:[email protected]last_img read more

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