In the Moment

Power of Kindness Movie

2012-01-26T14:06:00.000-08:00

Power of Kindness Movie: I once heard someone say, "If you teach your children the Golden Rule, you will have left them an incalculable estate." Truer words were never spoken. More than anything, the Golden Rule is about kindness. They improve your relationship with yourself and with others. It's not much in fashion these days to talk about the benefits of kindness, honesty and decency, but the benefits are there and they are valuable and worth the trouble.

Technology is Changing Constantly

2012-01-12T10:07:00.000-08:00

I read in USA Today last week about 10 gadgets that are going to be obsolete in 2012 because of the advancement of technology around smart phones and iPads and the like. Some of the gadgets include the flip phone which is really pretty new; DVD players; CDs; netbooks; digital cameras. How are you keeping up with the ever changing times? I am a believer in the new, user-friendly technology but I try to be sensible at the same time. Maybe that is the Baby Boomer in me. As soon as you invest in some version of the smart phone, a newer, faster, fully load version is put on the market. The iPad2 is THE in product right now as well as the iphone4S. My cell phone provider shared with me this week that iPad3 will be released shortly with more dynamic capability around the screen and sound. I am treating myself to an iPad this year and when I get one (to add to my 4G Android phone) I will be content for at least a year to enjoy and learn from them.

The part that worries me the most is parents allowing their small children to have their own smart technology devices to help keep them amused. This can be good but through the lens of just one of the things they need to be exposed to. Making sure children get out and play outdoors and exposing them to social settings without an electronic devise is so important for their development as little humans into responsible teens and adults, with the skills to interact with others and to be healthy.

There will be great opportunity for techies making a good living working with the older generations on getting comfortable with the new technologies as there is going to be a continuing need in this area. All this change is here to stay so embrace it and be open to the advances of modern technology that will make your life easier, especially accessing information.

Dealing with Change and New Beginnings

2011-12-28T06:58:00.000-08:00

I walk around our neighborhood a couple of times a week. One house I pass is one of my favorites; very comfortable and serene looking and the owner always decks it out for each holiday with appropriate decorations. For Halloween, she has statues and spiders, and ghoulish things around the well-attended front yard. There is always an angel sitting in a big chair and wonderful baskets hanging from the large Banyan tree. At Christmas time, a life-size Santa stands near the front door, there are poinsettia plants everywhere and beauty on display. I always look forward to walking by this house during the holidays, even on the Fourth of July the house is decked out in red, white and blue. I understand the owner sells/sold something on HSN. Well, this year it's different. There is a for sale sign in front and for the first time in the 11 years when I walk by, there are no decorations, just the fall wreaths on the door - kind of sad. Is she sick; has she passed away?

So today when I walked by, what showed up for me was how fast things can change direction, many times without our permission. Because this is the last week of 2011, very appropriate to think about this as we complete the year and reflect on the lessons and gifts. 2012 will start with a clean slate; new page, opportunity to continue to grow, thrive, change, embrace new ways of being and doing. And because we don't know from one day to the next, if something is going to happen without our permission, BE with the day. Have your plans, goals and aspirations in place but be present in the moment and be grateful for the most important parts of your life and look for the clues that will help you thrive on your journey. Practice staying present in the moment and enjoy the day as it unfolds. After all, we are human beings NOT human doings. It takes practice but if you put your mind to focusing on the present moment, it will become easier (some say 21 days of practicing will make habits become part of your life) and easier. Think about this - what is the significance of being present in the moment?

What Great Companies Know About Culture - Deidre H. Campbell - Harvard Business Review

2011-12-15T10:26:00.000-08:00

What Great Companies Know About Culture - Deidre H. Campbell - Harvard Business Review

Why I Hire People Who Fail - Jeff Stibel - Harvard Business Review

2011-12-10T09:43:00.000-08:00

Why I Hire People Who Fail - Jeff Stibel - Harvard Business Review

When Is It Time to Add Sales People?

2011-12-09T07:40:00.000-08:00

This is an article I wrote this week for a "go to get answers for business questions type website" http://task.fm/2011/12/how-can-a-startup-decide-when-it-is-time-to-hire-sales-people/

Future of the Mortgage broker With David Stevens MBA President

2011-12-07T06:45:00.000-08:00

Do You Follow Up?

2011-12-03T09:22:00.000-08:00

How good are you at follow up? Since I am a stickler about follow up I thought I would write this little blog on the subject. There are messages being conveyed when we do follow up and when we chose to not follow up. Most people are not aware or concerned about the message but it's an important one to consider.

When someone meets with you or you have a conversation with them at a networking event, on the phone or even in a social setting and you take their card and/or number and tell them you are going to contact them, do you? Why can't we be more honest with ourselves and with others and tell them whether you will contact them or not. If you don't want to contact them, say so it in a gracious way, it's that simple. If you are honest and kind, you probably won't offend them and if you do, it's not about you rather it's their agenda and since we only have control over ourselves, you can't take responsibility for their reaction. Just be kind in your dialog. Life would be so much simpler if we speak our truth.

The message we convey when we follow up is that we are doing what we said we would do; we are showing them respect and courtesy in acknowledging them. The message we convey when we choose to ignore someone and not respond is telling them that they are not important or are insignificant - "I can't be bothered", "my plate is too full there fore I have no time to respond to them". How many times have you thought these thoughts?

But.....what will separate you from others is taking a few minutes to simply acknowledge people, get back with them and if you don't want to create a relationship, be honest in a kind way. This will be hard for many people especially women who at times have a problem saying "no". Good practice to start in a follow up situation.

I attend networking events all the time and chose to listen and ask questions engaging people in dialog. If I want to start a relationship, I'll take the person's card and tell them I'll be sending them an email, text message or call them and I do. If I don't see synergy between us, they may give me their card but I make no commitment to contact them. If someone shares that they will follow up with me and I can help them, introduce them to someone else or they bring value to me, I take their calls or respond to their emails but I also tell them if there is no synergy or I can't really bring them value and thank them and wish them well.

So, next time you have a follow up opportunity, what will you do? How will you handle the situation? What is your message and what is it's significance?

Being in Gratitude

2011-11-23T09:51:00.000-08:00

I love Thanksgiving and all it's significance as an American. For me, it a special time of year to reflect back on all the gifts and opportunities that showed up this year. I live in gratitude and practice it everyday and it works. When you are aware of the gifts that show up, no matter how big they are; acknowledge them and you will find that life is a bit easier to live and extraordinary things just happen.

2011 has been a busy year for me with coaching opportunities inside of companies, working with leaders and employees around culture; working with middle-management on being better leaders; working with individual executives sharpening their leadership skills and helping non-profits get more people involved and helping their clients with life skills. I have had the pleasure of traveling, enjoyed the gift of my son and daughter in law visiting from Argentina for a month; watch my granddaughter graduate from high school; enjoy friends; appreciate my good health - mind, body and spirit and having a loving man in my life. I look forward to what 2012 brings but don't dwell on it as that is tomorrow. A big goal of mine is to be part of change in the mortgage industry, helping leaders step forward and embrace a new way of leading, including encouraging more women to step into leadership roles. I am grateful for my friend and associate, Becky Walzak who is a strong woman and who also has a gift of writing. We co-author monthly articles for Progress in Lending e-magazine on leadership, culture, diversity in the mortgage industry.

Take the time to reflect on what you are grateful for this year even if it's just for a few minutes.

Gratitude

2011-11-21T11:51:00.000-08:00

In honor of Thanksgiving, I want to be mindful of gratitude.

"Both abundance and lack exist simultaneously in our lives, as parallel realities. It is always our conscious choice which secret garden we will tend… when we choose not to focus on what is missing from our lives but are grateful for the abundance that’s present — love, health, family, friends, work, the joys of nature and personal pursuits that bring us pleasure — the wasteland of illusion falls away and we experience Heaven on earth.” –Sarah Ban Breathnach

It’s crucial that leadership help employees during the transition period of a merger/acquisition

2011-11-09T11:40:00.000-08:00

Read this in a publication and have to share:

After a merger, how can leaders make sure that new employees quickly adapt and get comfortable with their new company?

· A good question a leader should ask himself/herself and the leadership team before communicating with employees is “how is this merger going to be dealt with, with the least amount of disruption?” Leaders have to instill in their employees a level of commitment, engagement, confidence and comfort to work through difficult transitions. They need to inspire a sense of purpose, coherence, community and trust that allows employees to remain focused and highly engaged on the job. A recognized respected leader assuming a prominent, visible role can be a comforting anchor during a turbulent sea of change. These leaders can be instrumental in creating a shared culture that embodies the business strategy of the new combined organization.

· Transformational change is inevitable and can be disruptive. The acquiring company creates disruptions around boundaries – changes in goals, strategies, ways of doing things and customs of the old cultures. The acquired company for the most part is living in fear unless the leaders of that company prepare the employees for the upcoming merger. Again a starting point is to ask the question “how is this merger going to be dealt with, with the least amount of disruption? To help calm down the fear, conducting town hall meetings where the leaders share what they can about what is happening and allow venting, questions, conversations. The time frame to do this of course is based on where in the process it’s warranted to start the dialog about the upcoming changes.

· Surprisingly 80%-90% of employee behavior is determined by the way leaders attend to these challenges. Employees look first to leaders for guidance about how to react and behave, for motivation and for focus. Employees want to believe that leadership cares about them. When employees are convinced that leaders genuinely do care about them, they become more open and willing to make necessary changes.

· Companies that foster a high degree of leadership visibility and involvement during the transition instill a supportive organizational culture with a better than average chance of success. What leaders say and how they act can inspire a shared sense of purpose, coherence, community and trust, which enables the employees to focus and to remain highly engaged during the M&A and post-merger integration. Working on this alignment during the first 90 to 100 days is crucial.

The Power of Giving Back

2011-11-06T09:09:00.000-08:00

I just got back from spending four hours helping out at the rest station for the Miami Dolphins Bicycle event. I met some really nice people who were there to also give of their time. We had fun getting everything set up, cutting up fruit, making peanut butter and jelly sandwiches (which was the hit of the morning and we ran out) supporting the worthy cause for cancer prevention. When the bicyclists finally arrived, they were so grateful that we had snacks, drinks, sun screen for them and they expressed their appreciation by saying thank you.

Giving back to me is part of my life, always has been. I am currently working with four non-profits in various capacities and I just love the fulfillment I get to be in the service of others. We humans were put here on earth to be in the service of other people and causes. It's important that everyone find what it is that moves them, motivates them to help others and to find the time to get involved. When you take the time to do this, life comes a little easier, more gratifying and less self-focused.

Volunteers make a difference in many ways that benefits the organizations. People appreciate you when you are selfless and giving. Many events, programs, projects would not get done if it weren't for the people who volunteer their time to help out. Think about this the next time you feel frustrated, stressed, unhappy, stuck - "what can I do to help serve a cause or others?" Then do some research and find the organization that tugs at your heart or your gut says "this looks interesting". I guarantee you will feel so fulfilled and grateful for what you have in your life.

Pulling Together Simple Truths

2011-10-31T07:44:00.000-07:00

Consensus (Direct Democracy @ Occupy Wall Street)

2011-10-19T05:01:00.000-07:00

The Younger Generation Is Stirring Things Up

2011-10-16T12:03:00.000-07:00

Lots of news of late around the "Occupy Wall Street Protest Movement". This has now spread around the world, created on social media. Most members are either Generation Y or Generation X - they have learned how to spread the word of their causes in a very efficient matter with little or no effort. This whole process is going to be interesting to watch as it evolves and extends into other areas of our life, whatever that is. Status Quo (the way things were) is no longer the norm,

Another generation driven focus is in the social aspects of sports, in games we played as children. Kick ball, dodge ball, bowling etc. Teams are formed (guys and gals) and afterwards they hang out at a bar who sponsors them.

It's all about change, being open to change, embracing change and enjoying new ways of looking at things; getting better at understanding why these new generations create a totally different way of dealing with challenges they don't agree with and creating new forms of entertainment.

What You Can Do To Minimize Identity Theft

2011-10-09T09:32:00.000-07:00

I read in the Sun Sentinel today about the prevalence of identity theft in Florida (not really a surprise as we are the gateway to America for many different cultures). Here are a few tips to practice in protecting yourself (supplied by the Sun Sentinel). I think you need to protect yourself regardless of where you live. Our identity is very personal and sacred:

1. Don' carry your social security card or write your SSN on a check. Give it out ONLY if absolutely necessary or ask to use another form of ID.
2. Don't give out personal information on the phone, through the mail or over the internet unless you know who you are dealing with. Most secure internet sites have "https" vs. "http" - watch for this.
3. Never click on links in unsolicited e-mails and use firewalls, anti-spyware and anti-virus software to protect both your home computer and your smart phone.
4. Avoid using obvious passwords like your birth day, mother's maiden name or the last four digits of your SSN.
5. Look for suspicious activity such as bills that do not arrive as expected; statements for unfamiliar credit cards or accounts, and calls or letters about purchases you did not make.
6. Review your credit report for unusual activity or errors. You're entitled to a free copy every 12-months. To order one, go to AnnualCreditReport.com or call 877-322-8228.

IF you are a victim of identity theft:
1. Place a "fraud alert" on your credit report through one of the three nationwide consumer reporting companies - Experian 888-397-3742; Transunion - 800-680-7289; or Equifax 800-525-6285.
2. Contact the security or fraud departments of each company where a fraudulent account was opened or charged. Follow up in writing, and ask for verification that the disputed accounts or charges have been resolved.
3. Keep a file on the theft with copies of documents and notes on conversations.
4. File reports with your local police agency and the FTC. at ftc.gov/idtheft or 800-438-4338.

The Focus Should Include the People

2011-10-03T13:21:00.000-07:00

I am currently reading Howard Schultz's book "Onward". One of his friends is Bono, the fabulous entertainer, philanthropist and producer of a Broadway play. Bono was a surprise speaker at Starbucks annual leadership conference held in New Orleans. He said "great companies will be the ones that find a way to have and hold on to their values while chasing their profits, and brand value will converge to create a new business model that unites commerce and compassion. The heart and the wallet....The great companies of this century will be sharp to success and at the same time sensitive to the idea that you can't measure the true success of a company on a spreadsheet." Well said but what does that mean?

For me, it's never just about just business - the hows and whats of what a company is doing that separates good companies from great companies. Great companies include the core values of Caring, Trust, Compassion, Being in the Service of others in their mission statement and strategy. They understand that even though they are in business to make money and be successful, they also are focused on a higher meaning to help and serve others and this message is spread throughout the company as a living and breathing entity.
Not many companies see value in this focus but it only takes one led by a strong leader who wants to make a difference and create a legacy of creating a great company. Richard Branson, Howard Schultz, Herb Kelkner, Bill Gates, the leaders of Google, Tom's Shoes and Tony Hsieh are some, how about you?

McGill Dances for Cancer Research Lipdub

2011-09-30T08:52:00.000-07:00

5 Quick Tips for Creating a Compelling Facebook Business Page

2011-09-28T07:47:00.000-07:00

5 Quick Tips for Creating a Compelling Facebook Business Page

LISTEN TO YOUR HEART ~ Mike Rowland

2011-09-26T07:17:00.000-07:00

FORGOTTEN TOO OFTEN - THE VALUE OF CULTURE IN MERGERS AND ACQUISITIONS

2011-09-17T09:10:00.000-07:00

On September 11, 2001 America changed. From that day forward, who we are, how we live, what we value and how we see ourselves as global citizens changed forever. In fact the entire culture of our country moved from one of openness, tolerance and safety to one of concern, fear and vulnerability. On the 10^thanniversary of that event, we all spent the day reflecting on what we have lost, but also on what we have gained. Because even with that horrific event that forced a major change in the American culture, we have come to realize that not all that resulted was bad.

As part of that reflection it is also a time to realize that other things change as well. One of the most significant changes that occur in our lives is the culture of our working environment when the company that we work for is involved in a merger or is acquired by another company. While the changes resulting from this type of action are much less sudden and horrific, there is no doubt that the individuals who worked for either and/or both of the organizations that make up the new company are impacted; that the way they view themselves and their company will have to change. . As part of the series of articles that focus on the need for innovation and the resulting change this brings to any company, it is critical that we not forget that the culture of the organization will change as well. This article brings awareness of the significance and importance of culture when two companies come together to make one. . More times than not, the people, that element that makes a company what it is just as DNA is the essence of individuals, tend to be ignored.. If you say the word “Culture” around people familiar with mergers and acquisition deals you will likely get two schools of thought. One will acknowledge how important culture is to the success of the deal or two they will give you examples of misalignment that they witnessed or experienced.

Perfect Examples

Barbara P. worked for a mid-size company in the early 2000s that was sold to a large corporate conglomerate in the mortgage industry. She was in senior management and had helped the smaller company expand and prosper from earlier days. The CEO of the company was very gracious and kept her informed of what was going to happen and how they were going to be impacted, introducing her to key players of the new company. Of course, when the deal completed things changed. she got to keep her title and a compensation package was arranged so she didn’t lose anything and in fact got to sell more than the former core business. New boss, new processes, new training – all good but she was also told that there were many sales managers in this company (old and new) and territories were being restructured. She was now going to be focusing her business energy in a much smaller demographic and oh by the way, she could no longer service xxx or xxx companies who she had created strong, successful working relationships with over the years. The bottom line, she lasted four months and decided the new big company culture wasn’t for her. Since then, the big company acquired more companies and then started splitting business entities off and in the process lost a lot of really good people., Even today this company is feeling the impact of their failure in merging cultures.They continue to have a lot of challenges with customer service, customer retention, and morale of staff. Another mortgage professional shared that her experiences with numerous mergers and acquisitions in the past 13 years were both good and bad.. Poor communication became an issue when one party thought they knew everything and simply took over making decisions without considering the need to discuss them with others.. Her suggestion was that all parties involved in the decision process go into the project believing they can learn from one another and make a better, stronger, more efficient company. It’s here where cultural differences can be identified and addressed. Jeanne D., another mortgage professional we spoke to was involved in several mergers. One example was the acquisition of SourceOne Mortgage Services by CitiMortgage. As part of the Wholesale Management team, she was involved in the merger. There were rumblings about the number of meetings on “best practices” and comments from leaders “that the bank was not going to change how we do our business. Staff who understood the merger and blended into the new culture stayed, others left.

One of the primary issues is that most organizations have not yet developed a structured process around integrating cultures. Why? Because culture involves the behavior of people, the business outcomes they produce and what influences the behavior - complex and difficult to measure..Too often only those who have been burned by not addressing culture, truly understand the value of investing time and money in cultural integration and change. Former CEO of IBM, Louis Gerstner wrote in his book Who Says Elephants Can’t Dance - “I came to see, in my time at IBM, that culture isn’t just one aspect of the game – it is the game.”

What’s Common

Most often, business leaders are focused on getting the deal closed. Integration teams tend to be more focused on getting structures, systems and processes integrated. They tend to forget that to actually make the deal work, the integration of the cultures also has to be a main focus. A company that typically does not place much value on communicating, and communicates infrequently or ineffectively, will be less likely to take the time to clearly articulate and share the real context of the deal beyond what goes to the market and press. Without a culture of open and regular communication, the company is less able to connect well with employees to gain their buy-in and support for what is required for success in the newly combined organization. Previous articles on multi-generation leadership have talked about companies with a strong hierarchical “command and control” style of leadership who are likely to find it difficult to accept or appreciate ideas from others.. If the other company has a collaborative style of leadership and culture, there will be a misalignment which will cause difficulties in completing the deal and could erode the value of the two merging together. And good people will probably leave from the company with collaborative leadership.

And Here are Some Facts

KPMG conducted a study on corporate culture and found that 83% of all mergers and acquisitions failed to produce any benefit for the shareholders. Over half actually destroyed the value of the transaction.. This study included over 700 deals in a 2 ½ year period. The results of this study showed the cause of these failures involved the people and cultural differences. If the mergers/acquisition involved foreign companies with different cultures, this caused even more failures. Success of mergers and acquisitions is based on operational change where most people concentrate and spend their time and focus. This includes financial focus through valuing the assets, determining the price and doing the due diligence. Most processes stop here and the deals get done. Leaders tend to ignore or discount how the upcoming changes will impact people. Fear sets in, emotions come in to play, survival becomes a focus and because all these are human traits, they tend to be discounted as irrelevant to the business transaction. These human challenges need to be recognized and focused on before, during and after the deal is started and completed. Productivity, economic value and sustained growth can be negatively impacted if it’s not. How can this be productive you may ask and not cause mass hysteria or panic? If the leaders from both companies sit down at the initial stage of discussion and talk about what needs to happen during the process and how they are going to prepare for the changes, the success gauge goes up. Investment banker, Berkery Noyes predicted that mergers and acquisitions in the mortgage industry started accelerating in 2009 and will continue to do so for a several more years. We see this weekly in the banking industry when the FDIC publishes their Friday reports of bank failures and acquisitions. Vendors are acquiring more and more companies so they can become the “soup to nuts” providers for the banks and mortgage companies. Fidelity and First American have been doing this for years., Equifax, Inc. acquired Rapid Reporting, ISGN Solutions, Inc. acquired a division of FISERV. Mortgage technology companies are joining forces enabling the combined company to offer efficiencies and new product offerings to their clients.

Because of more stringent lending guidelines, heavy government involvement through legislation and regulations, a paradigm shift is occurring where more emphasis is being placed on fraud prevention, quality risk compliance and risk-mitigating technology solutions. Noyes says there is huge opportunity in the mortgage technology arena for companies to merge and consolidate. Compliance and auditing solutions used to be considered “like to have” and now are considered “need to have” which means even more opportunity to continue to merge and acquire. The bottom line is that these types of transactions are not going away anytime soon.

Human Capital Institute conducted a study in 2007 on leadership and culture and the success of M and A transactions found that to have the best chance of success some basic approaches need to be followed. Among these are:

Leaders have to instill in their employees a level of commitment, engagement, confidence and comfort to work through difficult transitions. They need to inspire a sense of purpose, coherence, community and trust that allows employees to remain focused and highly engaged on the job. A recognized respected leader assuming a prominent, visible role can be a comforting anchor during a turbulent sea of change. These leaders can be instrumental in creating a shared culture that embodies the business strategy of the new combined organization. Transformational change is inevitable and can be disruptive. The acquiring company creates disruptions around boundaries – changes in goals, strategies, ways of doing things and customs of the old culture. A good question to ask is “how is this going to be dealt with, with the least amount of disruption?

· 80%-90% of employee behavior is determined by the way leaders attend to these challenges. Employees look first to leaders for guidance about how to react and behave, for motivation and for focus. Employees want to believe that leadership cares about them. When employees are convinced that leaders genuinely do care about them, they become more open and willing to make necessary changes. Companies that foster a high degree of leadership visibility and involvement during the transition instill a supportive organizational culture with a better than average chance of success. What leaders say and how they act can inspire a shared sense of purpose, coherence, community and trust, which enables the employees to focus and to remain highly engaged during the M&A and post-merger integration. Working on this alignment during the first 90 to 100 days is crucial.

Human Capital Institute also reported a case study on the acquisition of CIGNA Corp. by Prudential Financial, Inc. (retirement services) – combined total of 2600 employees. Leadership was highly involved in every aspect of the integration and was highly visible to employees of both organizations. The president of Prudential was part of the integration team and led a “command center” comprised of eight business leaders (equal number from each company) who met daily to set direction and track the progress. The leadership team was announced and in place three months before the deal was completed. This team immediately focused on building an aligned culture, including a strong internal and external brand. The new company’s stock outperformed the Morgan Stanley Capital International index by 50% eighteen months after the deal closed, demonstrating the key role of leadership in providing positive direction and focus for the new business entity’s identity and culture.

So, what needs to change?

By taking time to dig in a little and talk, getting various perspectives from the leadership team and getting some clarity on what people’s roles and expectations are will bring a higher level of success to the deal. So, the question is how to get the leaders to embrace this concept of culture. Sometimes it will include putting ego aside and reflecting on where they will define success in the merger/acquisition. Asking oneself, how important are the people in all of this and what is the legacy I want to leave or create?

Here are some examples of questions regarding culture that should be asked in discussions with the leaders:

· What is the impact of the merged cultures?

· How effective are the leaders in implementing the transition?

· Because the landscape is changing rapidly, how is the company handling conveying the message to the staff?

· What are the biggest challenges around the upcoming mergers/acquisition?

· What will be different with the blending of the cultures?

· With the combination old and new leaders joining forces, what needs to happen to blend the culture, acquiring respect and trust amongst each other?

Bottom line

Some leaders will take time to reflect and embrace the value of including culture in the process when they are considering a merger/acquisition. They will see that they can’t ignore culture if they want to create long-term success of the new merged company and will communicate to the people a clear message that they care and offer support and encouragement.

About the Authors

Barbara Perino, CPCC, ACC is a trained and certified professional executive and leadership coach. Barbara spent 16 years in the residential mortgage industry in regional and national sales management capacities for property valuation and residential mortgage service providers. One of her strengths and success is working with company cultures.

RJBWalzak Consulting, Inc. was founded and is led by Rebecca Walzak, a leader in operational risk management programs in all areas of the consumer lending industry. In addition to consulting experience in mortgage banking, student lending and other types of consumer lending, she has hands on practical experience in these organizations as well having held numerous positions from top to bottom of the consumer lending industry over the past 25 years.

[RW1]This says two schools of thought, but there is only one identified. Is there another that you wanted to include?

[RW2]You need a reference here

[RW3]A study on what?

Over and Above

2011-09-09T12:44:00.000-07:00

I want to talk about a couple of local restaurants who I feel go over and above regular customer service which can be somewhat lacking here in South Florida.

Casa Maya - I am a big, big fan of good Mexican food and Casa Maya produces fresh food made to order. It's a small little restaurant located in Deerfield Beach, FL in The Cove shopping center. Emilio is the proprietor and he makes sure that everyone who comes in to eat is greeted at the door and is taken care of. If you know him, you get a hug. He stops by the tables or his manager stops the tables and makes sure everyone is experiencing good food and their needs are met.There are no long waits for tables or food and prompt, friendly service.

Oceans 234 also in Deerfield Beach. #1 - being able to sit right by the ocean and eat a meal and have a drink....you can't beat that. #2 great service, great food, great cocktails, friendly staff, prompt service, they keep the menu fresh and the environment fun. Always some theme or activity going on with live music, fresh decor, dancing, people watching, seasoned wait staff. I always recommend this place to out of town guests.

Trattoria Romano in Boca Raton. Newly redecorated restaurant located on East Palmetto Park Rd right before you go across the Intercoastal bridge. Owned by a chef who also owns Cannoli Kitchen, a fast food, fresh pizza delivery place also in Boca Raton. Trattoria Romano is romantic, has a new bar and the look and ambiance of being in Italy. The food is wonderful, so many dishes to mention. Professional wait staff who make sure your needs are taken care of, very attentive, want the diners to have a wonderful experience. Have to eat there before season otherwise you will have a wait and a reservation is a must.

Over and Above

2011-09-08T13:17:00.000-07:00

Today I am going to talk about three companies who go over and above on their customer service, how they value their employees and who are run by inspiring leaders. The three companies are Zappos, Southwest Airlines and Tom's Shoes (FYI - Tom stands for tomorrow abbreviated).

I have forwarded videos and articles on Tony Hsieh who leads Zappos and the culture he has created so I don't think I need to say much more although I encourage people to go to their web site and simply peruse the site, especially the area of "who they are". Great company, young compassionate leader.

Southwest Airlines just appreciates their people and they hire people who fit into the culture they have created which is to take care of their customers and have fun in the process. Yes they have to get serious at times and deal with issues but they do it diplomatically and if there is a problem, you can go higher up to get resolution which doesn't happen very often. They are efficient, turn the planes quickly because the flight attendants clean up the cabins, your luggage gets there when it should and if not, they handle it. Bottom line, you know what to expect when you fly Southwest. They don't charge for the first bag and they don't charge if you have to change your flight (go to the website for more clarity on this). They have kept their business plan simple in the type of plane they fly (737s), the friendly staff, the snacks they give out, the boarding process, how you book - which is directly with them, no seat assignments, etc. My favorite airline although going cross country, probably not going to fly them as I know their limitations.

Tom's Shoes - a for-profit company whose policy it is to give a pair of shoes to the less fortunate for every pair they sell. Innovative leader in Blake Mycoskie. Now is doing the same with eye wear and sun glasses. Hugely successful, well run, knows the value of helping others.

Over and Above

2011-09-07T06:28:00.000-07:00

I am currently reading Howard Schultz's book "Onward" which is the story behind why he had to come back into the role of CEO of Starbucks overseeing day to day operations and the importance of culture, customers, society, sustainability, etc. So while I was walking on the beach this early a.m., a thought came to me to post comments on those companies and people who go over and above in customer service and caring. I decided to blog on who I feel fits into this category or who shows up in my life that I see makes a difference for others.

Starbucks has to be among the first I want to comment on as I have always been a fan of their coffee and the experience they create for customers. Not only do they instill passion into the partners who work there to serve the customers the best coffee experience but also they have created a wonderful space for gathering of all sorts of people from business people, students, housewives with babies, etc. People are on their lap tops, IPads, smart phones, doing homework, conducting business meetings, reading, etc. The company offers health insurance to all employees - full time and part time and stock options to the same mix of people. This is unheard of in most companies. They stay current on what the current trends are in their environment and what people want in drinks and food in their stores and make the necessary changes when needed.

Howard Schultz is an example of a great leader who cares about his staff, customers, he generously gives back to society and cares about our economy, community and the world.

What Are Some of The Thoughts of Leaders of Companies Identified as "Best Company to Work For in Florida?"

2011-09-02T09:13:00.000-07:00

Here are some thoughts of executives who lead companies voted the best place to work:

- Creating an environment where people can be successful and motivated and not assuming leadership knows. This CEO conducts monthly breakfasts for staff (small groups) where questions are asked and thoughts are shared.

- Important that employees feel safe and secure about their future which in turns creates achievement and contribution. It's important that the company exceeds their expectations when it comes to employees.

-Creating a career plan for each employee which causes inspiration. Team environment is very important for problem solving and including families in gatherings is as well. Encouraging and rewarding skills development and implementing employee's ideas. Encourage risk taking, inclusion in growth programs in the community; providing timely and accurate feedback; cross-training and job shadowing; building unity through employee-led community service initiatives is stressed.

- Creating an work environment where there is trust all around and people enjoy being there is important.

- Got to have good communication throughout the company. Have to have wellness programs and team building projects throughout the year.

- Training, training, training - we spend 20% of our time training both personal skills and project, tangible skills.

- Got to have fun in what you do; have to listen to your employees and make changes accordingly. Engage employee in task forces to help with change. All this creates more collaboration.

So, you can see that traits like open communication, trust, team work, having fun, respect for everyone and other values are showing up in companies described as great places to work. If you lead a company, step back and ask yourself if there is something here we can talk about and implement.

I have a lot of passion around being hired by a company that is growing and needs to set a plan in place from the beginning that is going to be a place where people thrive, contribute, talk, collaborate and respect each other and in the process build success. If you know of a company that wants to Be like this, have them contact me.

Zappos' CEO, Tony Hsieh's Top 10 Ways to Instill Customer Service

2011-09-01T09:01:00.001-07:00

Hsieh's Top 10 Ways to Instill Customer Service in Your Company

1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.

2. Make WOW a verb that is part of your company's everyday vocabulary.

3. Empower and trust your customer service reps. Trust that they want to provide great service . because they actually do. Escalations to a supervisor should be rare.

4. Realize that it's okay to "fire" customers who are insatiable or abuse your employees.

5. Don't measure call times, don't force employees to upsell, and don't use scripts.

6. Don't hide your 800 number. It's a message not just to your customers, but to your employees as well.

7. View each call as an investment in building customer service brand, not as an expense you're seeking to minimize.

8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.

9. Find and hire people who are already passionate about customer service.

10. Give great service to everyone: customers, employees, and vendors

What Makes a Company One of The Best Place To Work?

2011-08-26T11:35:00.000-07:00

Just finished reading the August issue of Florida Trend Magazine's section on "Florida's Best Companies to Work For". The article and data was broken into three categories - Large (defined by 250+ employees); Medium sized (50-249) and Small (15-49). Listed were some perks from the companies and definitions from the leaders. Here is what I distilled as unique for perks:

Diversification trips around the world (int'l co); sizable travel bonus award (travel co); recognize your peers program; rewards for using green products; $2K if involved in a catastrophic event; Wii video game olympics in each office; 25% discount on Tri-Rail; free dry-cleaning; Friday beer time at 3pm and Cuban coffee breaks; two annual all-day parties for all staff; bring your pet to work several times during year; monthly poker night; quarterly bosses dessert cart; 100% paid health benefits for employees and dependents (nice!!!); manicure/pedicure svcs. monthly; paid sabbaticals; joke of the day at 4:55 pm; themed, dress up lunches; 30-seconds in the money machine; flex-time/job sharing/telecommuting; monthly massages; taco Tuesdays at a local Mexican restaurant; golf games in the hall and "Minute To Win It" games.

You can see from the list that companies are getting creative and embracing technologies, the younger generations who are shifting the way companies operate daily. It's important to include fun and variety in the daily tasks that need to get done. Good exercise is to think about how you can continue to motivate your team and staff. Maybe find a new activity from the list above to integrate into your work place or think of something else. Who knows what will evolve?

to be continued......comments from leaders

Taking a Break - Vacatioin

2011-08-23T09:36:00.000-07:00

I just got back from being on vacation in the mountains of Colorado for five days. Being there in the summer time is special, especially if you are a lover of nature which I am. Spent quality time with friends, enjoying leisurely dinners; bike riding down Vail Pass (14 miles); hiking around Mt. Evans where there were mountain goats and big horn sheep; attended a rodeo in Beaver Creek; walked and walked some more. I love to read and found time while out there to just sit and read, watch hummingbirds and enjoy a glass of wine and have some great conversations.

When you are focused on daily life, especially if it's business related, you need to step back from time to time to breathe, relax and find some peace. Very important for your overall health and well-being. Make sure you take time to do this even if it's only for an evening, a weekend or even better, a week. Other people will notice how calm you are on your return and you will feel so much better and refreshed. A good example of living life in balance.

21st Century Management the Zappos Way

2011-08-10T11:21:00.000-07:00

21st Century Management the Zappos Way

Present Moment Awareness

2011-08-05T08:04:00.000-07:00

So what were the lessons and gifts from yesterday?
As I was driving down Hillsboro Blvd. I said to myself, most people have no clue that beautification has just been completed along the road as they were too busy with the thoughts in their heads. How many times have you gotten to a destination without even knowing how you got there or what you saw along the way? I appreciate that the city knew the value in sprucing up the place and am grateful for driving by beauty everyday.

After leaving Ellenville Moonlight Farmer's Market last evening, I just felt the sense of community as families gathered to enjoy good homemade food, listen to music, buy fresh produce and plants and crafts/jewerly, experience acupuncture and massage, etc. More and more of these events are occurring around the country as people see the value of grass roots camaraderie. All it takes is someone to create the setting, reach out to merchants and invite the people. Small town America at it's best which can even be duplicated in large cities.

Today, our country is reeling from the stock market dropping by over 500 points yesterday and the uncertainty of the job markets, our economy, the crisis in Europe, etc. What shows up is fear and uncertainty. We are in the midst of massive change in how we do business, how much the government is involved and how the country is being led. Change can sometimes be very difficult but also needed and this is showing up this year in many forms. Lots of lessons and time for reflection. We can't give up or give in but do what we can to keep ourselves sane and resilient.

Present Moment Awareness

2011-08-04T14:17:00.000-07:00

So I have decided to really focus on being in the present moment all of the time. Questioning the lessons behind situations, events, people who show up in my life and what it all means. Today is the first day that I am going to blog about my daily experiences. I am going to try and not bore you with all the details. As I have gotten older, I look back and see how quickly time flies and I really want to benefit from what shows up at any minute during each day and be grateful for noticing.

Today I started out walking out onto our patio and noticing that even though we are in the midst of our hot, humid summer days there was a breeze and it really wasn't that uncomfortable being outside. When I got to the gym, I notice people spinning, playing basketball, working out with trainers, doing some cardio which I did as well but my main reason for going there this a.m. was for a yoga class. We have a great instructor, John who recently relocated to South Florida from Atlanta. He is fabulous, gets us centered into our breathing and also stretches us with some pretty strenuous poses (I love it and can feel it in my legs and arms). You leave class feeling grounded and at peace and stronger. Today he didn't show up and instead another young guy stepped in to lead. Not as great of an instructor as John but it was a good class.

My gym is located in Deerfield Beach on Hillsboro Blvd. The building is not well maintained and it shows a lack of caring as far as I am concerned. The city has been doing some landscaping upgrades which was really needed. It's taken about two years to get done (FPL problem) but Hillosboro Blvd. looks great, big palm trees, shrubs, bushes and new pavers. They are even repaving the road. I appreciate all of this. I bought gas for my car on the way home and the reason I mention this is there is a storm (Emily) out in the Caribbean which may impact us by the weekend. I am very mindful to keep gas in my car, money in my pocket and water in the house. When the power goes out after a storm, can be tough trying to find a gas station with power (although most have generators now), ATMs that work and we have to have clean water.

Heading to Ellenville this evening, a quaint gardening center in Boca Raton that holds local celebrations every Thursday afternoon. Local produce, food trucks, activities for kids, people selling their wares or raising money for charity are all there and there is music. Little hot while the sun is out but great gathering place for the locals.

Grateful for my sound mind, healthy body, people in my life.

212 - The Extra Degree Movie

2011-08-03T11:59:00.000-07:00

212 - The Extra Degree Movie: "At 211 degrees water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence."

First Follower: Leadership Lessons from Dancing Guy

2011-08-01T10:37:00.000-07:00

The absence of trust on leadership teams

2011-07-26T07:24:00.000-07:00

The absence of trust on leadership teams

The Dash by Linda Ellis

2011-07-22T07:39:00.000-07:00

Sunset - Tuesday, July 20, 2011

2011-07-20T13:53:00.000-07:00

Very grateful for the beautiful sky paintings in the form of sunsets I experience every night here in South Florida. Enjoy this one.

Your Prospect is Not Paying Attention!

2011-07-13T05:24:00.000-07:00

Your Prospect is Not Paying Attention!

The Art of Not Selling

2011-07-08T13:20:00.000-07:00

I am presenting an interactive workshop at the end of the month for people who are responsible for new business development and sales. We are going to focus on the importance of storytelling and humor; get off the phone and try other means of communication; and getting clear on who is qualified as a potential client/customer.

It's very important to try new ways of being and new methods to keep on top of your game. I love working with sales people since I was in that arena for 10 years before I got my coach training. Typically sales people are high energy, outgoing, love people and are hungry for success. One of the new tools that is becoming very mainstream is "storytelling". When you can share a story that relates to a conversation, it helps with credibility and allows for a genuine interest in what is being said. It takes practice but is very effective. There are lots of books, research, web sites on this. People relate to stories. It's very important to keep them short, have a point that relevant to the topic and use body language, facial expressions, voice to emphasize certain points. Infusing humor is also important. Have fun when presenting or when meeting someone but be genuine in the process. We Americans sometimes take life too seriously.

Many people do not answer their phones directly nor do they call you back. So, if you have a challenge around this, send creative emails or text messages (younger generation loves this), find them on LinkedIn, Twitter, Facebook, etc. The phone is just one tool that may or may not be as effective as it used to be. And most importantly, meet with people in person or possibly via Skype. People like to associate a name and voice to a face. Be open to trying many sources of communication.

Qualifying your prospects is very, very important. Why waste your breathe if the person you are talking with is not the decision maker, isn't in the least interested in what you are selling or there is no fit for what you do. Also, do some research on the company or the person first before you meet with them. Go to the company web site, check them out on LinkedIn (follow them), know the key players, how they do their business, etc. Google the person you are meeting with to find out a little about them. This saves a lot of wasted time if you practice this and gets you to success a lot faster. Always ask for referrals after the meeting especially if there is no opportunity with them directly. Now that they have gotten to know you and vice versa, the chances are greater that you'll get referred to someone else who could be important to your business plan.

Stay on top of what the latest trends are in sales and business development and be open to trying something outside the box, new and different. In the long run this will pay off in tremendous benefits for your continued and new found success.

The Importance of Creating a Cohesive Culture

2011-07-05T09:10:00.000-07:00

Gallop states that for every disengaged employee it costs the organization an average of $13K per year per employee. It should be noted that further research from multiple sources in all types of industries, shows that for every 1% improvement in culture there is a corresponding 2% to 3% increase in revenue. What are you doing to improve your culture?

An Example of Innovation

2011-07-05T08:24:00.000-07:00

Making a Change

2011-06-23T13:36:00.000-07:00

Many business people want to implement a new idea, new service, improve the company culture, create more wealth, learn how to prioritize their business and on and on.....When they get serious about doing this, hiring a good coach can make the process easier to digest. Here are some helpful steps I guide my clients to do when creating change :

- Ask yourself "Why?" - you want to get really clear of what the purpose/vision is behind this new focus. What will the benefit be for creating this change? How will it impact my life and my business? How will it How will you know if it's successful? What will be different? What will this change look like in six month, one-year, five-years?

- What needs to happen? This is the Strategy Step. Get really clear and understand what your plan is and how long it will take to get it done. What's this going to cost me? How much time do I need to devote to this? Who else is involved? What is the message I want to convey to my staff, the market, etc.?

- How (Implementation) Drill down all the details that need to be put in place as I create change; What are your timelines? Who is supporting me on this and how do I allocate my time? Who is holding me accountable? Prioritize where your time is spent wisely and efficiently.

When you view change through this lens, the process will be much clearer, easier to manage and successful.

"Hair"

2011-06-20T14:12:00.000-07:00

I got to see the musical "Hair" yesterday. The last performance on the road as they now go on to Broadway. Watching brought back memories of 1967 when it first came out. I got to see a version in California. I lived in Santa Cruz, California in those my formative years, the hot bed for the hippie, flower child movement. It's interesting in that I was not a hippie (my half-sister was). My finance (and then husband) decided to go into the Army and become an Army officer after college so we were far removed from the Love/Peace movement. We were stationed outside of Washington DC in 1969 when the peace protests were in full swing. Bus loads of love children were descending on the city in mass to protest the war. We had to be very low-key as military people. But I loved the music, the colors, the free-spirit of the people but I also felt somewhat removed. I really didn't learn to appreciate this segment of history for many years until I was older and wiser.

Since I do a lot of leadership work with generations, this period impacted the Generation X as it was filled with all sorts of controversy for the United States - Vietnam War, Racial Integration, assassinations of key people, etc. The kids born from 1965 to 1989 experienced the fall out and results of all this controversy and new ways of living in our country. Generation X is a small generation but one that looks at life with a little more hesitation, questioning, feeling squeezed in the middle of two giant generations - Baby Boomer parents and Millennials. They are now filling management and leadership positions and are tolerant of Baby Boomers but impatient with the Generation Y - Millennials. Great opportunity to help bridge the gap between them; to help them understand that factors occurring when we all were growing up helped form who we are today and we can get along and be better at communicating, collaborating and sharing with patience and tolerance.There is a spot for everyone, it's just getting people to agree that work needs to be done on improving how we get along and work together.

Leadership - Generational Differences

2011-06-17T08:33:00.001-07:00

Men and Women in Leadership – More Generational Driven

After much research into leadership styles, gender traits and generational issues, we determined that while there are leadership differences between male and female leaders, they are more similar than different from the Baby Boomers to the younger generations. However, one thing that did become much clearer is that the most noticeable differences in leadership are not gender but generational driven.

The Traditionalists is the oldest generation in the work place today. The most prevalent characteristic of this generation is that the men typically were the leaders and the traditional role of women was to stay home and be the nurturer or if they worked, they were nurses, teachers, majored in the Liberal Arts in college, worked in retail or were in administrative jobs.

Differences do exist between the men and women who are leaders today, primarily due to their life experiences and expectations. This article will focus on the Baby Boomer, Generation X and Generation Y leaders. The underlying value systems of the Baby Boomer generation are the same and as a result they both lead from nearly identical perspectives.

While these differences originally distinguished male and female leaders, we have seen a merging of these styles into a blend of the best. Many of the traits that were once considered reflective of male leaders are starting to be expressed in a uniquely female approach. Likewise, traits that were once considered strictly female are often seen now in their male counterparts. A good example of this was Edmund Muskie’s presidential primary campaign which was derailed when vicious articles about his family brought him to tears and ended his opportunity to be elected. Yet recently the new House Majority Leader openly wept on national TV when discussing some of his most passionate issues with only a few minor repercussions. Today it is not unusual to find male leadership described as “humble” and focused on strengthening their listening and communication skills as well as visibly supporting staff members. Women are also learning how to rely on their own strengths and, while continuing to listen to all discussions, asking “what’s your point” or “what’s the bottom line”. As more women move into the “C” level positions and men grasp the value of many female leadership traits, they are collectively coming closer together in what it means to lead from a Baby Boomer perspective.

The generation of managers that are just beginning to emerge as leaders have a very different view of what it means to lead a company.The Gen X members have a very different understanding and expectation of even the most fundamental issues of leadership.

Gen X leaders come from the global perspective of wanting to make lives better, find solutions and opportunities that make society better while also benefitting the organization. They have no bias as to gender and accept leaders whether male or female; leadership is based on the expressed “passion to lead” rather than on expectations or the justification of having earned it. The legitimacy of their leadership approach is based more on actions that have been taken and the results that have been achieved. They tend to see the hierarchy of the Baby Boomer command and control as a hindrance and will minimize corporate formalities including offices and titles. Internally they tend to focus on their career path yet their leadership is focused on finding solutions that have a broader benefit to society while being beneficial to the company.

Since this is the first generation that “grew-up” with technology, they embrace it as one of the primary solutions to problems and opportunities, as well as the primary means of communication. The emotions associated with leadership are often expressed through the numerous acronyms and abbreviations used in their technology communications.

While members of the Gen Y generation are already displaying traits that will set them even further apart from the Baby Boomers and separate them from Gen X leaders this population is still too young to provide a comprehensive understanding of their leadership traits. Their overall focus appears to be on what they can expect to get out of a corporate position and will demand “meaningful” work no matter what position they hold. Leadership in their view is not given; it must be purposeful and earned and those that have emerged as leaders are passionate about ensuring a tolerance for diversity in any organization they are part of.

These individuals have been labeled stimulus “junkies” because of the multiple technological programs that have always been part of their lives. They also tend to be blunt and expressive in their emotions and communication styles, whether the communication is done verbally or through technical means.

Research, while providing concepts and ideas, can be misleading if not validated in the environment in which it was originated. In order to determine if these findings truly reflected what is going on in the workplace, we questioned some leaders to see if what we had found was reflected in the workplace.

Almost unanimously those we spoke to emphasize those differentiators between men and women that were once commonly found are disappearing. Whether due to mentoring, experience or other factors, male and female leaders are addressing issues in a similar fashion. There was also a consensus that gaining experience and understanding the organization and an industry were critical to leadership; a trait that is consistent with the Baby Boomer generation. Baby Boomers bring experience and tenure. When faced with a problem Baby Boomers want to know the root cause before they try to fix it. It’s important to know what was wrong with how it was done before. Baby Boomers want to dig in; to understand the problems. Both male and female leaders listen to staff and coworkers ideas, and frequently bring them into discussions about identifying problems and solutions.

The Gen X and Ys have passion for the environment and one of their focuses is to be socially responsible. Gen X and Gen Y also have parents who instilled work ethics in them; the ideal of doing it right. Their use of technology as a communication tool is as important to them as working in a team environment.

We looked at web sites from companies that were led by Baby Boomers and Gen X members. These sites reflected the leadership values seen in their respective generations. The mission, as stated by the Baby Boomer lead company was focused on making the company better so that it could help make society better. This, they stated, would be accomplished through a strong work ethic, daily improvement and self-discipline. On the other site, that of the company lead by Gen X members,mission statements focused on making lives better, maintaining profitability and having fun. Both of these sites clearly include what is expected of everyone on a daily and on-going basis. Both are successful companies. However, the focus from which they make their statement is vastly different

While we began this article with the assumption that a female leader’s style would be very different, what we found instead was that they would have been nearly identical to a male’s leadership style in the Baby Boomer generation.

The male and female Baby Boomers are becoming much more consistent in their leadership approach; how does their leadership style fit with the more open Gen X approach? Gen X is more open to new ideas, value the use of technology and see their responsibility to advance the greater good. On the down side Gen X are not concerned with “paying their dues” nor do they see the value in maintaining loyalty to any particular company. Because they use technology as the primary means of communication, their ability to form and retain relationships is questionable which most considered a significant problem since building relationships is critical to success. Overall they approach leadership as not a making the right decisions, but more of what’s the best solution.

In order to take advantage of the best of all leadership styles there must be a conscious effort to tackle the issues that can keep people apart. One of the most critical things we need to do is open the lines of communication between all generations and listen to what each is saying. More importantly we need to do so with an understanding that we are coming at the issues from a very different view point, than of the Baby Boomer and Traditionalist generations. Generation X and Generation Y have to understand the value of older generation experiences.

And speaking of communication, Baby Boomers need to appreciate and learn how technology can reshape the way we do business, not see it just as a tool to support existing processes. Gen X and Gen Y need to learn how to develop relationships and understand the value of personal connections.

Baby Boomers, Gen X and Gen Y need to understand how to manage and motivate people that are not of their generation since for the first time in history four different generations will be working in the same workplace.

It is not an easy task to change decades-long programs, policies and processes. If these diverse groups are to work together to lead us into a new business environment in the coming years, they must learn how to overcome these differences. There is still a long way to go in embracing and building the acceptance of multiple leadership styles that are a critical part of moving companies forward.

About the Authors (next page)

Barbara Perino, CPCC, ACC An Executive Coach, I help companies bridge the gap between the generations . bjperino@coachbjp.com

Rebecca Walzak, CQM A consultant in the area of operational risk management, she is a 30-year veteran in risk management, operations and mortgage servicing environments. Becky@rjbwalzak.com.

Watching A House Being Taken Apart

2011-06-17T08:23:00.000-07:00

Behind our condo building is a large home that is being dismantled. There are new owners (younger couple with children) who just purchased this house which sat on the market for over three years. I don't know whether they will move in or sell as an investor. The former owners where elderly and probably wanted to move into something smaller and more secure for their retirement years, who knows? The house was a bit dated - green shutters, faded awnings, white wrought iron doors, gravel driveway, etc. As the workers pull off the shutters, break down the balconies, pull old flooring and tile out of the house, I wonder how this house served the past owners. What joys and family celebrations rang in these walls. I used to see carloads of people stop by on the holidays over the years. I know there is a pool and a lovely private backyard that served as a play area for kids, barbecuing, family gatherings. If this house could talk, what would it say?

As the house is being updated and changed, new experiences will fill the house with different energy, different people with different styles, life experiences, etc. I am excited to see how it will look when it's complete and who shows up regularly.

High School Graduation 2011

2011-06-13T15:22:00.000-07:00

We just got back from Pittsburgh, PA where we attended my granddaughter Rachel's graduation from high school. Lots of memorable moments this past weekend. First she got her bellybutton pierced as one of her gifts (done before we got there). Secondly, she was awarded a scholarship to play volleyball at a local college next year. Third, her class of 2011 was the first graduating class for Center Valley HS which is a school made up of two high schools who merged. New mascot, new school colors, new leaders. Fourth, she also got her driver's license on Saturday.

The whole experience made me think back on my graduation in the 60's in California. What a difference a few decades make!!!!!! We got our driver's license the day we turned 16. Now the kids wait longer, no rush to get it. What's the same - wearing caps and gowns and the tassel ceremony. Pomp and Circumstance is still played as the seniors walk into the auditorium. Speeches made by leaders,Valedictorians (2) and Salutatorians (2). No longer is it required that the graduates attend the Baccalaureate ceremony the week before - now an option. We had to attend ours back in the day. Rachel attended a locked down party in the school that ran all night - sponsored by the parents. We just went out to dinner afterwards and then attended private parties. As far as piercings - very few people wore piercings other than in their ears in the 60s. I didn't get mine pierced until I was in my 20's. One thing that really surprised me was that the yearbooks aren't handed out until the end of summer. We had such fun getting it the week before the school year ended so you could collect as many signatures as we could and get/write messages from our friends, the teachers, whoever. I took video and camera shots at Rachel's graduation using my smart phone and digital camera. At my graduation, we had the old Brownie Kodak camera which had to have the film developed at the local drugstore and you waited for a few days to get the pictures back. This weekend I simply uploaded the pictures and video to Facebook within minutes.

Memories like these are precious and since I work with multi-generations in the workplace, great stories to share and fond memories; helping people understand how things change as time goes on and how important it is to remember the simple things that stood out as we move from one chapter to the next in our lives.

Carrots, Eggs or Coffee Beans Movie

2011-06-01T14:16:00.000-07:00

Carrots, Eggs or Coffee Beans Movie: "All of us at one time or another have experienced a difficult situation, had setbacks, or dealt with our share of disappointment. Most things that happen to us on a daily basis we can’t control and I can honestly say (with conviction) that it is not what happens to us that matters but rather, how we choose to respond."

The Last Day of May 2011

2011-05-31T12:48:00.000-07:00

I always like to spend some time reflecting back on the current month and do so on the last day of the month. I ask myself - what was I grateful for that happened during the month (this one is easy for me as I write in a gratitude journal every day (thank you Oprah). I also think about what lessons I learned whether they were good or bad. So for May, this is what showed up for me.

I am grateful for the beautiful weather we experienced this month. South Florida may be getting a bit warm and humid but the sun was out and living across the street from the ocean, we get wonderful breezes. Given the horrific storms that affected Alabama, Missouri and Oklahoma in May, we are lucky down here. I am also grateful for visits from dear friends from Tennessee, the good health of our children and ourselves. My Women of Tomorrow seniors got to celebrate at their senior luncheon in Miami; Daphney won a $2,000 scholarship. I get to work with wonderful clients who embrace change, including some new ones. I took up golf after 15-years and am now starting to play every week. I attended the annual ASTD conference in Orlando and met some very interesting people, became aware of new innovative training programs; and spent quality time with old friends in Orlando.

The lessons I learned - literally Golf lessons which I need as I am a bit rusty. I continually learn to listen, slow down and embrace the present moment. I have had conversations that after rewinding, know it would have served me to have taken a step back and thought or breathed before I spoke. I am learning not to label people or pass judgment which is important for me as a coach. Everyone has their life challenges, experiences and agendas and I only have control over me.

I am looking forward to what June has in store and what shows up or disappears. I just have to let it happen.

Lessons on Effective Booth Duty

2011-05-25T14:39:00.000-07:00

I attended the annual ASTD conference held in Orlando, this week. I have spent many a time manning booths for companies I have worked for in a past life. I really enjoyed the experience some of the time and always engaged people who stopped by or walked by. Since I now coach, I don't have the opportunity or responsibility anymore but I enjoy attending conferences and now love to walk through, engage people at the booths, observe who is effective and who is not (without judgment). So here are some of my observations:

What works - People who introduce themselves and ask questions including who you are and what you do before they tell you everything about their service or product. They don't get on their phones or laptops or sit in a chair. They don't have conversations with their co-workers, ignoring the people walking by. They look sharp, presentable, have energy and are mindful on how to pull people into discussions. The booth has something fun or food as give-aways or enticing marketing material. Their company branding is fresh and up to date.

What doesn't work - People who immediately have to share everything about why you need to buy their services or products without knowing if you are the ideal possible prospect. People who are there because they have been told they have to work at the booth and they would rather be somewhere else and it shows; they are disinterested in engaging people in conversation so they get on their phones, text messaging, are on their laptops or talking to their buddies or co-workers. They sit down if there are chairs or stay in the back. The message here - "I don't like being here", "I have to be here" or "I don't know what I am suppose to do" (no one has told me how to be effective). High pressure selling is also a no no and a turn off.

The most active booths at this particular convention were the ones with hands-on learning, opportunities for people to interact, there were speakers, gadgets, games, food and the booths were just full of positive energy. Yes, there are large companies with big budgets who go all out to get people to the booths but you can also be small but effective by who you have there representing you; being clear on what your message is and have something that draws people to want to stop by.

I think there is an opportunity showing up for me to possibly create workshops around this that would be of value to companies/organizations and their staff. Hmmm, I need to noodle on this for a while.

Lessons of Life

2011-05-17T09:35:00.000-07:00

Our journey on this earth is filled with lessons as we move through various phases of our lives. When you are aware of this and take some time to reflect on what these lessons are, your life will be less stressful and easier to manage. Looking into the mirror and asking yourself, "what did I learn from this experience?" is a practice that would be helpful to put in place. Simply taking a few breaths and rewinding what just happened....."how could I have reacted differently?" "What did I learn about myself or the other person in this situation?" "Next time I would. (fill in the blanks)" are some examples of reflection. Once you start practicing this, you will find you will quit beating yourself up, reduce your frustration with yourself or the other person and start being OK that what happened has passed and you can move on. Easier said than done? No, but it will become easier the more you are aware of your reactions/actions; what you have learned about yourself in the process and what you could do differently.

Everything is a lesson - many good ones and a few challenges in there to help make us better partners, parents, friends, spouses, employees,employers, etc. Relish the experience and move on. We only have control of the present moment. We learn from our past, we anticipate our future but to get there, we must be in the present moment. There are clues around us all the time to help guide us to new discoveries and better choices. Practice where you are and what you are learning in your life experiences. You will find that Joy, Bliss, Happiness and Fulfillment will be a lot easier to access.

Forget Your Elevator Speech and Say Hello

2011-05-09T06:00:00.000-07:00

Forget Your Elevator Speech and Say Hello

Men and Women in Leadership – More Generational Driven

2011-04-25T11:50:00.000-07:00

About the Authors (next page)

Barbara Perino, CPCC, ACC An Executive Coach, I help companies bridge the gap between the generations . bjperino@coachbjp.com

Rebecca Walzak, CQM A consultant in the area of operational risk management, she is a 30-year veteran in risk management, operations and mortgage servicing environments. Becky@rjbwalzak.com.

Next Generation Leaders

2011-04-09T08:39:00.001-07:00

Watch the video attached. Great example of social conscious CEO - Generation X.

http://abcnews.go.com/WNT/video/toms-shoes-ceo-pair-sale-donation-neddy-children-barefoot-celebrities-13332866

"Making Progress in Lending" - Multi-Generation Leadership

2011-03-28T06:51:00.000-07:00

When we began this study the intent was to find an answer to our question “Would we have the problems today if women had more prominent leadership roles in the mortgage industry?” This initial impetus for the series of articles that were subsequently developed was a question of leadership in a crisis situation and the potential impact of male versus female leadership. After much research into leadership styles, gender traits and generational issues, we determined that while there are leadership differences between male and female leaders they are more similar than different and as a result, the outcome we see today would most likely have been the same. However one thing that did become much cleareris that the most noticeable differences in leadership are not gender but generational.

Findings

Our research into the “war of the sexes” found that this issue was limited to the baby boomer generation. Differences do exist between the men and women who are leading the industry today, primarily due to their life experiences and expectations. Because all these individuals were born and raised in the “baby boomer” generation, their underlying value systems are the same and as a result they both lead from nearly identical perspectives.

While these differences originally distinguished male and female leaders, we have seen a merging of these styles into a blend of the best. Many of the traits that were once considered reflective of male leaders are starting to be expressed in a uniquely female approach. Likewise, traits that were once considered strictly female are often seen now in their male counterparts. A good example of this was Edmund Muskie’s presidential primary campaign which was derailed when vicious articles about his family brought him to tears and ended his opportunity to be elected. Yet recently the new House Majority Leader openly wept on national TV when discussing some of his most passionate issues with only a few minor repercussions. Today it is not unusual to find male leadership in the industry described as “humble” and focused on strengthening their listening and communication skills as well as visibly supporting staff members. Women are also learning how to rely on their own strengths and, while continuing to listen to all discussions, asking “what’s your point” or “what’s the bottom line”. As more women move into the “C” level positions and men grasp the value of many female leadership traits, they are collectively coming closer together in what it means to lead from a baby boomer perspective.

Generational Differences

Gen X leaders come from the global perspective of wanting to make lives better, find solutions and opportunities that make society better while also benefitting the organization. They have no bias as to gender and accept leaders whether male or female; leadership is based on the expressed “passion to lead” rather than on expectations or the justification of having earned it. The legitimacy of their leadership approach is based more on actions that have been taken and the results that have been achieved. They tend to see the hierarchy of the baby boomer command and control as a hindrance and will minimize corporate formalities including offices and titles. Internally they tend to focus on their career path yet their leadership is focused on finding solutions that have a broader benefit to society while being beneficial to the company.

Since this is the first generation that “grew-up” with technology they embrace it as one of the primary solutions to problems and opportunities, as well as the primary means of communication. The emotions associated with leadership are often expressed through the numerous acronyms and abbreviations used in their technology communications.

While members of the Gen Y generation are already displaying traits that will set them even further apart from the baby boomers and separate them from Gen X leaders this population is still too young to provide a comprehensive understanding of their leadership traits. Their overall focus appears to be on what they can expect to get out of a corporate position and will demand “meaningful” work no matter what position they hold. Leadership in their view is not given; it must be purposeful and earned and those that have emerged as leaders are passionate about ensuring a tolerance for diversity in any organization they are part of.

Validating this analysis

Research, while providing concepts and ideas, can be misleading if not validated in the environment in which it was originated. In order to determine if these findings truly reflected what is going on in the workplace, we questioned members of the industry to see if what we had found was reflected in the workplace.

Almost unanimously those we spoke to emphasize those differentiators between men and women that were once commonly found are disappearing. Whether due to mentoring, experience or other factors, male and female leaders are addressing issues in a similar fashion. There was also a consensus that gaining experience and understanding the organization and the industry were critical to leadership; a trait that is consistent with the baby boomer generation. Kathleen Wood, an experienced mortgage professional and a manager at Radian Mortgage Insurance stated that “baby boomers bring experience and tenure. When faced with a problem we want to know the root cause before we try to fix it. It’s important to know what was wrong with how it was done before.” Terri Merlino, a seasoned mortgage professional and management professional at PHH Mortgage echoed these sentiments. “We [baby boomers] want to dig in; to understand the problems, “she stated. Others we talked to had similar comments and emphasized how both male and female leaders listen to staff and coworkers ideas, and frequently bring them into discussions about identifying problems and solutions.

Equally validating was the response we received regarding Gen X traits and leadership styles. Nooshy Mobasher, an experienced sales management professional in the industry stated “she loves the passion the Gen X and Y have for the environment and their drive to be socially responsible.” This sentiment was also expressed by Marianne Boylan, a mortgage broker who added that Gen X and Gen Y also have “parents who instilled work ethics in them; the ideal of doing it right.” She also stated that their use of technology as a communication tool is as important to them as working in a team environment.

We also looked at web sites from companies that were led by baby boomers and Gen X members. These sites reflected the leadership values seen in their respective generations. The mission, as stated by the baby boomer lead company was focused on making the company better so that it could help make society better. This, they stated, would be accomplished through a strong work ethic, daily improvement and self-discipline. On the other site, that of the company lead by Gen X members,mission statements focused on making lives better, maintaining profitability and having fun. Both of these sites clearly include what is expected of everyone on a daily and on-going basis. Both are successful companies. However, the focus from which they make their statement is vastly different. So what does all of this tell us about how a crisis would be handled?

Comparison of crisis management

How would each of these groups of leaders have handled the recent crisis surrounding the robo-signing of documents necessary to complete foreclosures? To answer this question a comparison between these groups was conducted based on the traits and expectations identified in these articles.

1. The male baby boomer- This individual would be informed of the problem by a member of the executive management team and would solicit ideas from the team, probably individually. Through these discussions and his own experience he would formulate a response because he believes the decision is his responsibility. Although the decision may be validated from a legal and financial perspective, the responsibility for the decision is primarily his. Communication to the staff is focused on what needs to be done as a result of the decision he made.

2. The female baby boomer- After hearing about the problem from the section manager, the female baby boomer leader would bring the impacted staff together for an analysis of the problem, identification of the root cause and solicitation of ideas for solving the problem. She understands that this is a decision that she is responsible for. While willing to listen to comments and suggestions, ultimately she makes the decision on what the response will be and communicates this decision to her staff.

3. The Gen X leader- This individual views this as “the company has a problem” and the decision of how it is to be resolved is to be a joint decision. This leader will pull the staff together to reach a joint decision on how to handle the problems. Collectively the ideas will be given and discussed, prioritized and a conclusion reached as to what is the best possible response.

While all of these responses may result in a resolution to the problem, the difference in leadership style is evident. While we began this review with the assumption that a female approach to this type of crisis would be very different (and better) what we found instead was that they would have been nearly identical. To find a totally different response we had to go to the Gen X leadership.

Working together

Although the data reviewed indicates that the male and female baby boomers are becoming much more consistent in their leadership approach, how does their leadership style fit with the more open Gen X approach? We asked the members of our group to give us their impression of Gen Xers. The results were mixed. These individuals stated that overall they found Gen Xmore open to new ideas, valued the use of technology and see their responsibility to advance the greater good. On the down side our members thought that Gen X are not concerned with “paying their dues” nor do they see the value in maintaining loyalty to any particular company. Because they use technology as the primary means of communication, their ability to form and retain relationships is questionable which most considered a significant problem in our industry where building relationships is critical to success. Overall they approach leadership as not a making the right decisions, but more of what’s the best solution.

So how then can the industry meet the challenges facing us today when these two leadership styles appear to clash more often than merge? In order to take advantage of the best of all leadership styles there must be a conscious effort to tackle the issues that keep us apart. One of the most critical things we need to do is open the lines of communication between both generations and listen to what each is saying. More importantly we need to do so with an understanding that we are coming at the issues from a very different view point, than of our generation. This has to come from both groups as baby boomers cannot expect the Gen X leaders to revert to their styles and the Gen X group has to demonstrate that they understand the value of baby boomers experiences.

And speaking of communication, baby boomers need to appreciate and learn how technology can reshape the way we do business, not see it just as a tool to support existing processes. Gen Xers need to learn how to develop relationships and understand the value of personal connections.

Baby boomers and Gen Xers need to understand how to manage and motivate people that are not of their generation since for the first time in history four different generations will be working in the same workplace.

Conclusion

Progress in lending requires strong leadership. It is not an easy task to change decades-long programs, policies and processes. If these diverse groups are to work together to lead us into a new lending environment in the coming years, they must learn how to overcome these differences. While the belief that we began this study to validate has shown that it is no longer true, there is still a long way to go in embracing and building the acceptance of multiple leadership styles that are a critical part of moving our industry forward.

About the Authors (next page)

Barbara Perino, CPCC, ACC Now an executive coach, is a 21-year veteran of the residential mortgage industry in national sales management capacity for property valuation and residential mortgage service providers. bjperino@coachbjp.com

Rebecca Walzak, CQM Now a consultant in the area of operational risk management she is a 30-year veteran of the residential mortgage industry in risk management, operations and servicing environments. Becky@rjbwalzak.com.

Fascinating Stuff

2011-03-23T12:24:00.000-07:00

This is part of an email from an ORSC coach Obewan after a discussion yesterday with many from around the world participating in a discussion about all the major changes occurring in the world and how it affects mankind:

A geologist friend sent me this provocative dynamic topographical map showing the Japan quake and aftershocks. "What a stupendous amount of energy has been released!" exclaimed my normally taciturn friend.
http://www.japanquakemap.com/
You can see China/Korea, Japan, and the convergence of three tectonic plates. When you click the link, leave it open and allow it time to unfold.

Create a Relationship With The Gatekeeper

2011-03-20T14:22:00.000-07:00

I was cleaning out some files today and came across this great resource I had put together a few years back on creating a relationship with the Gatekeeper. Thought I would share these helpful tips to those who have to go through a gatekeeper to get to the decision maker:
- Treat the gatekeeper well, they may become your most valuable ally and resource.
   They don't have to be seen as an adversary, they are only doing their job.
   Respect them as professionals.
   Ask for their help. Our natural tendency as human beings is to help when asked.
   Ask them their name and use it.
   Engage them in conversation each time you call, it shows you are interested in them.
   Treat the relationship as if they are the decision maker.
   Be sincere, honest and appreciative. It will go a long way to earning their respect.
   On average, it takes 6 impressions to secure an appointment with the desired individual.
   Develop a referral into the company through a colleague of the gatekeeper or the decision maker. Having
   a reference changes the perceptions of you and your product/service.
   Know the critical challenges facing the prospective client, and how you can assist with those challenges.

Bring those challenges and solutions into the conversation with the gatekeeper; it can change the perception you from a salesperson to a resource to be utilized.

Significance of disaster in Japan

2011-03-14T15:26:00.000-07:00

We have all been glued to the TV and computers of late listening to stories and watching pictures on the horrific events that have occurred on my birthday, Friday March 11th over in Japan.

During the past two years, our world has been shaken by many events which in some cases we as humans have control over but in many circumstances, Mother Nature rules. At a deeper level I believe there is meaning behind what's happening in the sense of human's have an opportunity to stop and think about our actions, how we treat each other and the planet which I think at times we take for granted. Mexico is dealing with horrific crimes against people related to drug wars; Australia, New Zealand, Chili, Pakistan have dealt with earthquakes and terrible storms. The United States experienced a harsher winter and the melting snow which will affect some states with flooding this spring. The Middle East is dealing with a shift towards wanting democracy and away from dictatorships and the need of oil is fueling excessive prices at the pumps everywhere. Women are starting to let their voices be heard in these third world countries. I can go on and on but I think you get my point.

Take a few minutes each day to think of what you are grateful for, how you can help others less fortunate, be more selfless and appreciate what you have in life and who is in your life. I have been blessed with many loving friends and a close family, good health and a great outlook on life. It may not be easy at times but as the saying goes, God never gives us anything we can't handle. When one door closes, another one always opens.

Next Generation Leaders - Barbara Perino and Becky Walzak

2011-03-05T06:10:00.000-08:00

The Next Generation

Individuals born after the baby boom of the 40’s, 50’s and 60’s have primarily been divided into two similar but unique groups. “Gen X” is comprised of those individuals born between 1965 and 1979 and “Gen Y” is made up of those individuals born from 1980 and the end of the 20^th century. Now, almost fifty years later these individuals are stepping into the leadership roles vacated by retiring baby boomers.

So what can we expect from these leaders? Will they continue to follow the traditional roles and patterns established by their parents and grandparents or will they change the definition of leadership as we know it. This article explores the beliefs, expectations and possible leadership trends that are likely to emerge as these generations continue to take on more of these roles. One thing is certain however, there will be change, as these populations have already made it known that they don’t value the traditions and work styles of those who have come before them.

Generation X

Generation X is one of the smallest groups of individuals to be designated as a specific generation. They have been called the “Squeezed out”, the “Overlooked” and the “Sad” generation primarily due to small number comprising their population as well as the delayed impact felt in the work place from this group as many baby boomers haveput-off retirement; thereby preventing them from taking on leadership roles earlier in their careers.

Just as baby boomers view of management and leadership grew out of their life experiences, Gen Xers are the product of the social and physical environment in which they were raised. This generationof emerging leaders has experienced the significant downsizing of companies, the layoffs of millions of workers from corporations where their parents worked for a lifetime, the reduction of meaningful growth in income and the emergence of technology and outsourcing. They were also the generation that felt the impact of the global economy as they spent playtime sitting in gas lines as their parents waited to buy gas. Fortunately they were also the generation that experienced the inclusion of women and minorities in education and leadership roles; the emergence of environmental issues; the emergence of technology as a major element in the new work environment, and the acceptance of new ideals and beliefs.

Because of these experiences they have an entirely different approach to work, management and leadership. They no longer value tradition, including the traditional gender roles that populated the workforceof the baby boomers. Since they lived the down-sizing and layoffs of organizations that were thought to be good companies and witnessed the devastation to families brought on by the failure of companies to be loyal to its employees, they have no company loyalty nor do they expect any back. The idea of staying with any one company for a lifetime is ludicrous to these individuals and expecting them to stay while they “work their way up the ladder” is totally unrealistic. They have few illusions about a job or the on-going benefits of remaining at a company so that the company can benefit from their knowledge and experience.

This skeptical attitude toward being just an “employee” has manifested itself in several different ways. This generation looks to belong to an organization that provides it with meaningful work, work that Gen Xers feel is beneficial to them as well as to the organization. Learning from the “ground up” does not fly with these individuals. They must be included in an environment that allows them to always be learning new ideas and skills. In addition they want to have a level of meaningful control over what they do. They are not satisfied with work where they simply told to “do” something. They are unhappy with anything less than the ability to have input and some level of meaningful control over their work.Since this level of involvement has most frequently been associated with management in the past, they believe they should step right into this level of involvement. These beliefs are likely to conflict with the more traditional expectations of their baby boomer leaders and result in them being viewed as arrogant and unwilling to spend the time learning what they need to know.

Generation Y

Born between 1980 and the end of the 20^th century, this generation grew up with technology. They have no concept of what it is like to work without a computer or communicate without social media outlets. These individuals also value providing organizations with ideas and insight, want to bring value to the organizations and demand meaningful work in a collaborative environment. However, the members of this generation are also strongly focused on maintaining a strong work-life balance and view the idea of working evenings and week-ends just to meet corporate requirements as inconceivable. They are obviously very comfortable working with technology and multitask frequently.

This generation is the first to have grown up with the idea of community service and helping others as a mainstay in their lives due to the introduction of community service requirements into graduation standards. They strongly believe in corporate responsibility and giving and will use their free time to meet corporate obligations in this area. Working for companies that put their own wealth and benefit above others would be difficult for these individuals.

In seeking rewards, this generation does not view financial as the top reason or justification for what they chose to do. They expect that they will be fairly and equally compensated and will be quick to move on if this does not occur. Instead they tend to value feedback, training and recognition as more important and look for the corporation to provide it as often as they can. The idea of yearly performance evaluations is not to be tolerated, but expect feedback sessions throughout the year. Once hired into an organization they expect to be moved quickly into an area that values their strengths and can capitalize on their knowledge while giving them the rewards they seek.

Interestingly, Gen Xers tend to view Gen Y members as “lazy” and unwilling to put in the effort to become integrated into the field of their choice. One Gen Xer, a social-media marketing manager for an automobile manufacture, was recently asked by a member of the younger generation, how to achieve the same level of responsibility in any organization. Upon being told that in order to achieve this she would need to spend time with various types of marketing firms, the Gen Y stated that she didn’t want to waste the time but felt she should move right into this type of position based on her education alone.

This query and response highlight one of the most significant flaws of the Gen Y population. Since they have grown up using technology as a primary means of communication, they do not value the more traditional face to face contacts and relationships. While it is true that technology does allow us to communicate and transmit information quickly, the trust built from dealing with individuals on a personnel level has never been more important.

Management by and of the next generations

Management of and by this group is very different than what we have come to expect in a corporate environment. While companies have been very focused on using new ideas and practices in preparing their organizations for the future, they have maintained the concept of a singular, mature, male CEO leading the organization. This approach is as antiquated as many of the management styles that they have abandoned and more than likely destructive to any organization that is preparing itself for the future.

Intuitively these generations are not concerned about the corporation, but about their ability to work in a meaningful way. They value learning and monetary security, but not from the corporation but from their own knowledge, contributions and ideas for problem solving. They are entrepreneurs and see this as a way to create their own security while growing and leaning themselves. We are all aware of the biggest success stories such as “Facebook” and “Google” but what we haven’t been made aware of is how these individuals are managed to be able to reap the reward for both themselves and the organization.

One of the most critical changes that needs to be made if an organization is going to benefit from and utilize the talent of its GenX and Gen Y staff, is to incorporate them into the decision making process. Collaboration is key to these individuals and gender or ethnicity has no impact or part in determining who is chosen to be involved or to lead. They strongly believe that the person best able to tackle the issue should lead and in keeping with their focus on security, should be paid accordingly. Companies that fail to give females and minorities these opportunities, or fail to reward them financially will find themselves facing high turnover rates and a significant loss of intellectual information. These individuals also possess excellent problem-solving skills and are quick to adapt technology as a means to fix problems. However, the fact that they have a deficit of experience in overall management and have not spent time developing an understanding of how “things work” can create unexpected problems for companies that want to rely on these individuals to manage them into the future.

One model of how this can be accomplished has emerged from many of start-up organizations that have grown at a very rapid pace. Emerging from these organizations is a new leadership style that has come to be labeled as B-I Leadership. B-I, or bi-generational leadership involves the creation of a CEO team that combines Gen X and Gen Y individuals with older Boomer managers. This team can collective ensure that a much deeper understanding of the values and goals of these younger generations are embedded in the business and that these emerging leaders can develop an appreciation for fundamental corporate structures. This will allow business practices of the future to be incorporated into the organization while maintaining the underlying foundation of the core business. IT also allows for ancillary issues, such as compensation, work organization and governance to evolve at the same time. The evolution of this cooperative leadership has been widely adopted in new high- tech start-ups and is gradually beginning to be seen in other industries because it addresses the need to speed up the renewal of American business leadership and ultimately American businesses.

The Mortgage Industry

The generational values and styles are just as meaningful to the mortgage industry as any other. In fact, probably more so. With the on-going repercussions of the mortgage meltdown and the resulting see changes underway, the industry is more than ever in need of a leadership makeover.

The Gen X and Gen Y individuals already in place in many of the largest mortgage operations are beginning to have an impact on how business will be done in the future. Because of their familiarity with technology, they have developed numerous programs and approaches to elicit sound operational data that can provide much needed guidance in what products to offer, how they will perform and what impact they will have on the business as a whole. There can be no more rationalization or decisions by “gut-feel” from executives. Management that has never learned to analyze data or incorporate it into the decisions they make will find themselves at a disadvantage.

Examples of this can be seen today. While servicing functions that have failed to provide the necessary relief for a rapidly deflating housing market, are being examined by regulators and lawmakers, today’s mortgage servicing management met to develop what can be done. Unfortunately, the individuals involved in this summit were the very same ones who created the problems in the first place. This lack of foresight into the changing housing market can have a disastrous effect. Instead it would be better to utilize those individuals that have a new way of developing ideas, collaborating with the necessary associates and forming new approaches to the problems.

While the promise of these emerging generations is significant, it is important to recognize that there is much to be done to merge these new management concepts with necessary business practices. How this can be done is the topic of the final article in this series.

Schmidt Everyone needs a coach Video Fortune

2011-03-01T07:02:00.000-08:00

Effective Staff Meetings

2011-02-23T12:13:00.000-08:00

How often do you conduct staff meetings? Are they long, drawn out affairs with an overload of information and endless dialog? For the most part, most participants go back to their desks and continue with their day. While the meeting is going on, they'll look at their watch, tune out, check their blackberry,etc. Why not try something new and fresh? One suggestion could be to hold a 15 to 30-minute meeting per week with helpful, useful information and engage conversation with others (getting their input) during the meeting. Another suggestion, appoint one staff member each week to contribute to the meeting or better yet, let them run the meeting. I find it very exciting how the younger generation is so energized, have new out of the box ideas and suggestions and love to share; let one of them run a meeting.

To start out differently, try opening up a discussion about the relevance of meetings and how others would like to see something different in the formats or discussions. Be open and willing to listen to suggestions and if you find a new idea, use it or if someone suggests something that won't work, let them know that as well but gently or constructively. Once you get some consistency around the time frame and focus, they could become fun and productive. What do you have to lose?

Managing from the bottom up vs. top down

2011-02-17T11:58:00.000-08:00

I have been reading a lot of material lately on how successful companies can be if they use the approach of managing from the bottom up vs. the traditional way of top down. What does this mean? It simply means to be able to effectively manage people and open up better lines of communication, you need to engage everyone, involving them in interacting with each other and with senior leaders. One example to start this process would be for the employees to begin a leadership discovery journey. By learning about the qualities of a good leader, having conversations with leaders on how they became successful and who they are as people starts this journey. Companies would benefit by having leadership development meetings - talk about the culture, what defines success, how can we make communication more transparent and open, what is bad behavior and what has to change. How do we make everyone accountable to grounds rules and what are the ground rules?

What comes out of this style of management is a group of colleagues who will enjoy thinking outside the box, who enjoy discussing work-related situations and who will create a more cohesive working environment. Future leaders will be developed as well as opportunities will show up for people to move into other areas of the company . There are unlimited possibilities with this style of leading such as creating work teams focusing on a particular part of the culture such as performance management, quality of work, reward and recognition. These teams would work with the leadership team to help implement new ideas and transformation. Each team would be responsible for setting goals, creating accountability in their process.

Just imagine what this could look like from where it is now.

Leadership - Generational Differences

2011-02-06T07:34:00.000-08:00

When we began this study the intent was to find an answer to our question “Would we have the problems today if women had more prominent leadership roles in the mortgage industry?” This initial impetus for the series of articles that were subsequently developed was a question of leadership in a crisis situation and the potential impact of male versus female leadership. After much research into leadership styles, gender traits and generational issues, we determined that while there are leadership differences between male and female leaders they are more similar than different and as a result, the outcome we see today would most likely have been the same. However one thing that did become much clearer is that the most noticeable differences in leadership are not gender but generational.

Findings

While these differences originally distinguished male and female leaders, we have seen a merging of these styles into a blend of the best. Many of the traits that were once considered reflective of male leaders are starting to be expressed in a uniquely female approach. Likewise, traits that were once considered strictly female are often seen now in their male counterparts. A good example of this was Edmund Muskie’s presidential primary campaign which was derailed when vicious articles about his family brought him to tears and ended his opportunity to be elected. Yet recently the new House Majority Leader openly wept on national TV when discussing some of his most passionate issues with only a few minor repercussions. Today it is not unusual to find male leadership in the industry described as “humble” and focused on strengthening their listening and communication skills as well as visibly supporting staff members. Women are also learning how to rely on their own strengths and, while continuing to listen to all discussions, asking “what’s your point” or “what’s the bottom line”. As more women move into the “C” level positions and men grasp the value of many female leadership traits, they are collectively coming closer together in what it means to lead from a baby boomer perspective.

Generational Differences

Gen X leaders come from the global perspective of wanting to make lives better, find solutions and opportunities that make society better while also benefitting the organization. They have no bias as to gender and accept leaders whether male or female; leadership is based on the expressed “passion to lead” rather than on expectations or the justification of having earned it. The legitimacy of their leadership approach is based more on actions that have been taken and the results that have been achieved. They tend to see the hierarchy of the baby boomer command and control as a hindrance and will minimize corporate formalities including offices and titles. Internally they tend to focus on their career path yet their leadership is focused on finding solutions that have a broader benefit to society while being beneficial to the company.

Validating this analysis

Research, while providing concepts and ideas, can be misleading if not validated in the environment in which it was originated. In order to determine if these findings truly reflected what is going on in the workplace, we questioned members of the industry to see if what we had found was reflected in the workplace.

Almost unanimously those we spoke to emphasize those differentiators between men and women that were once commonly found are disappearing. Whether due to mentoring, experience or other factors, male and female leaders are addressing issues in a similar fashion. There was also a consensus that gaining experience and understanding the organization and the industry were critical to leadership; a trait that is consistent with the baby boomer generation. Kathleen Wood, an experienced mortgage professional and a manager at Radian Mortgage Insurance stated that “baby boomers bring experience and tenure. When faced with a problem we want to know the root cause before we try to fix it. It’s important to know what was wrong with how it was done before.” Terri Merlino, a seasoned mortgage professional and management professional at PHH Mortgage echoed these sentiments. “We [baby boomers] want to dig in; to understand the problems, “she stated. Others we talked to had similar comments and emphasized how both male and female leaders listen to staff and coworkers ideas, and frequently bring them into discussions about identifying problems and solutions.

Comparison of crisis management

Working together

Conclusion

About the Authors (next page)

Take Away From Presenting on Multi-Generation Management in Corporations

2011-01-29T11:44:00.000-08:00

I had such fun this morning presenting to emerging leaders in the local community on multi-generation in corporations. The audience was comprised of mainly Gen Y and a sprinkling of Gen X and no Boomers except me. I love their energy and interaction. Before my session, I sat in on another and watched how everyone interacted and joined in. Typically in presentations made up of older generations, there is not much interaction unless it's asked for. In fact, I have been in some sessions where you could drop a pin and hear it as there is silence until the speaker came on. Many people contributed to the conversation and all clapped and laughed, learned something but also enjoyed the spontaneity of the participants. All smart, ambitious young people who are interested in growing, learning and contributing. They asked questions about how to talk with the Boomers and Traditionalists and how they can convey what they feel they can bring to the company. How can they get around the myth that they are considered lazy, laid back, not committed or impatient to move to the top.

It all boils down to communication and creating a bridge to close the gap between the leading styles, motivation differences, myths and misinformation. One suggestion I gave them was to take a Boomer or Traditionalist to lunch or have coffee with them to hear their story, legacy or how they became successful. During this conversation, they could then share their own frustrations and beliefs and work on bridging this gap so they develop respect for each other and an understanding of who each other is. This person can then be your ally or better yet your mentor. The Traditionalists and Boomers can mentor younger generations about the value of relationships and the Younger generations can teach the older generations the efficiencies and conveniences of technology. Hopefully more and more companies will see the value of multi-generation and how to bring out the best in people but also create clarity around the differences.

Women and Leadership Part II - Baby Boomer Leadership Style

2011-01-15T10:47:00.000-08:00

Last month we began the series by presenting the history of women’s movement into leadership positions. Our focus on leadership now shifts to leadership styles and the difference in the approach of men and women to the task of leading. One thing that became clear as we developed this segment is that the traits we see in leaders and the approaches to leadership challenges are common among both men and women. The difference is not in the traits of being a leader but in how they are expressed.

The research into what constitutes good leadership identified a series of attributes that are found in both men and women leaders. Three of the most critical of these attributes are internal and appear to form the basis of the attributes that are expressed in their external manner. These external expressions are the reasons that why men and women are viewed as being so different in the way they lead. This article will discuss these traits and discuss differences and similarities as well as provide examples of how this plays out in organizations today.

As we discussed in the first article, an individual’s management style comes from the culmination of society norms and life experiences as well as from an individual’s intellectual capacity and drive. In discussing leadership traits we must understand the generational norms that leaders grew up with and the role they play in making leaders what they are today.

Today’s leaders are part of the Baby Boomer generation; the large population of individuals born between 1946 and 1964. For these individuals, leadership was clearly defined as a “man’s’ prerogative learned from parents who set optimistic expectations for their sons and lower, more traditional expectations for their daughters. From cowboy shows where the male hero arrived just in time to save the damsel in distress to the war hero movies, the men were tough take-charge individuals who didn’t worry about others concerns but charged full steam ahead to win the prize. The women on the other hand were there to provide comfort to not only the leaders but to bring the rest together in support of the leader’s decisions. While intellectually equal, women often were placed in the position of working to support getting the sons through college since sending daughters to college was a waste of money because they would end up getting married and never have to worry about competing in a man’s world. Despite these societal norms, many female “baby boomers” did achieve degrees in higher education and entered the work force in large numbers as inflation drove the need for more family income just to survive. Ultimately these individuals raised in a society where there was distinct male and female roles, began to challenge each other for leadership positions and the “war of sexes” emerged; a battle it seems we are still fighting today.

The internal leadership attributes common to both men and women are Leadership Expectation; Leadership Legitimacy and their Internal Focus.

Leadership Expectation

Because today’s leaders were raised in the era of “heroes” and male leadership, they have an internal expectation that they will advance to a leadership role. As a result they tend to express more confidence in themselves in subordinate roles and are not hesitant to step into smaller leadership opportunities. This is expected of them just as they expect that opportunities will come their way.

Women on the other hand do not have this built in expectation. They are most likely to see themselves as the “right hand man”, providing details, direction and support as the male leads the task force or mission. When an opportunity for leadership comes along they may at first shrink from taking it on, but once accepted, approach the task in a very different way. Women do not expect to be chosen as a leader.

Leadership Legitimacy

Since the leadership function has been “expected” by men when it occurs, they have no doubt that the choice made is a legitimate one. Typical announcements of male leadership choices are made through company-wide emails or memos which contain few, if any supporting comments as to why this particular individual was chosen. When accepting these new roles men focus on the attainment of the goals they have set out to achieve such as “getting the team winning again”.

The same sense of legitimacy is felt within the individuals who will be lead by this new male leader. And while there may be some comments here and there about how someone else would have been a better choice, these comments quickly subside as changes take place and work is assigned. New male leadership rarely is questioned or requires the endorsement of executive management to be perceived as legitimate in an organization.

The opposite is frequently true for women. The announcement of their advancement into a leadership role is not an expectation of women or viewed within themselves as their “right’. Women frequently express how hard they have worked and what they have accomplished in order to justify why they were selected for the position despite the fact that others may see the selection as positive and legitimate. When accepting these roles women tend to explain and/or justify why they were chosen as a statement of what they plan to achieve.

In addition to this internal justification, women more frequently require external endorsements in support of their selection as leaders. While individuals within the organization typically accept new male leaders, women appear to need a higher level or external male figure to reassure the staff that the selection of a female is the right decision.

Internal Focus

Every individual has an internal focus that, in part, drives the decisions they make and the opportunities they pursue. This internal focus appears to be even greater in individual who strive to become leaders. For men this internal focus is usually on themselves. This is not to say that male leaders are selfish or narcissistic, lack empathy or are concerned only about themselves. Instead it is how they process information and make decisions. They are concerned about ensuring the goals they have set are achieved; that the necessary steps are taken to move forward or reach a level of excellence. This motivation also brings along those that follow them and we only have to look at coaching awards or recipients of awards for achieving excellence to understand how valuable this attribute is.

Women on the other hand are focused on the “we”. Life experiences and training has programmed them to believe that collective achievements are better and in the long run more rewarding. It is the “comfort” of knowing that everyone experienced the “thrill of victory” that drives the way they process information and make decisions. The best example of this attribute is the way men and women describe how a team works. Men will most commonly say that a team works best when each individual part of it has a job to do and if they do that job the team wins. Women on the other had will say that each member of the team is there to support the other and that only by covering the weakness of any individual will the team, as a whole, win.

Understanding these internal attributes provides some insight into the difference between men and women leaders. It’s what we see, hear and experience on the outside that creates the perception of an individual’s ability to lead. Our research has shown that there are also three distinct external traits that can be used as a valid comparison between men and women and how they lead. These are Leadership Style, Leadership Communication and Emotion.

Leadership Style

The easiest way to describe this is to say that men are “tough’ and women are ‘soft’ and while this seems way to simplistic to be meaningful there is truth in this statement. Men, having been raised in an environment of heroes that conquer evil and triumph over unimaginable obstacles because they were tough both physically and mentally, tend to mimic that role in their approach to many leadership challenges. In addition their staff appears to see them that way as well. As an example, it is not uncommon for individuals to hesitate to ask for, or assume a negative response, when time off is needed while a big project is underway. Many believe that it would be seen as a sign of weakness and be reflected in their performance evaluation.

Soft leadership styles are most commonly associated with women. Women’s internal perception of their societal role is that of providing comfort and guidance for making the best decisions, not directing it. Challenges are met with a controlled response that is determined by the individuals of the group and problems are to be shared among all. Staff members who face the problem of time off or other personal issues rarely hesitate to make the request of a female leader because they are confident that it will be granted and that the work will be picked up by members of the team.

Leadership Communication and Presentation

Men and women frequently communicate using different styles. When communicating decisions that have been made or giving presentations to audiences, men generally have a more direct way of getting to the point. Women however feel the need to explain or to justify the decision they have made. They often feel compelled to look for an understanding of the problem as part of the solution and seek eye contact from their listeners as a sign that their rationale is understood. Men typically do not have this need and because of those internal traits are not concerned that the rationale is understood or have the need to confirm this through eye contact. After all they were put in the position to make these decisions.

Emotions in Leadership

While it has often been said that women are too “emotional” to provide good leadership, the truth is that all leaders are emotional. It is just that the “emotions” displayed have been divided into good and bad emotions due to society’s perception of them. One thing is certain; that good leaders are passionate about achieving their goals, changing things to reflect the “good” they want and passion is necessary to sustain the drive this requires.

Women, when displaying this passion, are more likely to do it through the use of tears; expressions of disappointment or a plea for support and more effort. Men on the other hand tend to express their passion in terms of anger or dismissal of individuals who have failed to achieve what was expected of them. However all of these expressions are reflections of the passion, concern and hope that are a critical part of leadership.

All of the attributes discussed in this article have been found in the workplace but are they necessarily common in the mortgage industry? Canvassing both men and women have shown us that they have indeed played out in the mortgage environment and continue to be so today. JoEllen Abate-McEntire, a credit risk management leader for many years, stated in one discussion that when she has lead group discussions with a male co-leader “the participants would downplay or ignore her suggestions only to have them been seen as inspirational” when presented by her male colleague. Other individuals also expressed similar experiences as well as incidents that provide strong supportive evidence that the attributes described above are alive and well in our industry today. Jo Ellen also added “that all too frequently we see women attempting to lead by copying men’s styles. When this happens it is not uncommon for them to be viewed as moody, emotional or worse.” And copying styles is not limited to women alone. Men, whether just copying as a reaction to criticism or just letting their natural tendencies show, are adopting some of the various attributes demonstrated by strong female leaders. Such activities as team meetings which allow all members of the group to express thoughts and ideas; seminars on understanding how we individually process information; and the growth of individual leadership coaching often reflect what women leaders have been proposing for years, that collaboration and open communication is far more powerful than one person making a decision that may not necessarily benefit the majority.

But what about the future; there is no doubt in anyone’s mind that this industry is presently undergoing significant changes. These changes include how the industry is run; corporately, individually and from a regulatory and consumer perspective. How then must leadership change? Is the answer to chose only men or only women to lead? The answer to that question is that it’s going to take a combination of both men and women leaders and their identified strengths and qualities.

Today’s men and women leaders do not need to conform to each other’s styles and in fact if they did it would probably result in less effective leadership overall. We need to collectively think about how we can be the leaders for the next generations. We need to enhance communication skills; bridge the gap in understanding how each group processes information and combine these skills sets and traits into a common leadership style; one that will fill today’s management offices as well as identifies what will be needed in the future. We all need to develop sensitivity to the social settings in which staff was raised and what that means in terms of how we lead and how the leaders of the future are developed. The reality is that our best leaders combine the most effective of these traits and use them in the situation which best fits the need. The combination of providing explanations for why things need to be done with the passion of caring that they do get done is by far much more effective.

Fortunately for the industry we are already seeing this happen. Patricia Thornton, an experienced mortgage professional has seen this in action. She has told us that “when leading groups she has been able to explain the group’s needs in such a way that both the men and women follow her direction with no question.” Cindi Dixon, a long time leader in the industry tells us that "management roles in the lending industry have changed drastically over the past two decades. Opportunities for women leaders have expanded as a result of their hard work and efforts and the doors opened for them by their male counterparts. A recent conversation with a former Governor for the Mortgage Banker's Association who has spent over 30 years heading national mortgage operations reinforced this insight. He attributed his success to the women executives he has mentored and recognized that they have provided a new, more holistic approach to managing in the industry. We see much more collaboration today on reaching goals that are open and inclusive. When all talents are being fully utilized, regardless of gender, our collective goals are much easier to achieve.”

But is what we see happening today sufficient or is there more work to be done? One of the most critical things we need to acknowledge is that beginning in 2012 there will be more managers that are not part of the baby boomer generation. These Gen X and Gen Y individuals grew up in a social environment that was very different than ours because we made it so. We are the ones who told both our sons and daughters that they could be “anything they wanted to be”, that there were no pre-set standards or expectations or that the command and control way to manage was best. Now we must find a way to manage them and educate them in a way that will survive and exceed our management abilities. These generational issues and the “new” management approaches is the topic of the next Women in Leadership article.

About the Authors

Sales Management

2011-01-11T13:53:00.000-08:00

Here are a few things to think about when you are influencing your sales team to produce results in their approach to sales this year:

Are you clear on what the strengths and values are of each of your sales team members?
Do you have a clear understanding of where their challenges are in being successful?
How good are your people in building relationships as sales is really about relationships.
What type of follow up system do they have in place? Many times it takes up to seven to eight follow ups before someone shows an interest in doing business with you.
How organized are each of your team members? How do they track their prospects, clients and pipeline of business? Do you use a user friendly contact management system like Sales Console? Is there an opportunity to offer training around this?
Do you keep up with the trends of your industry and embrace technology to make everyone's job easier and more efficient?
Are you aware that your staff is equally important as your clients?
How do you keep fresh with new ideas, new learnings, new business opportunities?
80% of business comes from 20% of your clients. How often do you meet with your clients to find out what's going on with them? What is new? What would they like to see differently? Where are there areas of improvement?
Are you aware of the generational differences of your team and how this impacts how they are successful? How do you bridge the gaps between generation?
Do you embrace new ideas that team members may have that would help you bring in more business?

All questions are food for thought. My advice to you is take the time to think over all or some of these questions and implement new ways of doing business to keep it fresh.

Women and Leadership

2011-01-03T11:55:00.000-08:00

Women and Leadership: The Changing Role of Women –from a historical perspective

As the capital markets explosion and corresponding implosion reached its peak in 2008, a group of seasoned women mortgage professionals began to gather in a telephonic group to support each other and discuss topics of interest within the industry. It was not unexpected then that one of the topics that popped up was “If women had been in charge, would we be in the same place we are today?’ Surprisingly there was no consensus within the group; thoughts ranged from “we all were involved” to ‘leadership was to blame” to “who knows”. While recognizing that finding an answer to the question was probably not going to be something anyone could easily find, the group set out to examine how roles in this industry and business in general have changed over the past three decades and determine if, collectively a group of individuals with an average of over 20 years experience could develop some guidance as to what leadership attributes are best for handling current and future problems in our industry.

We ended up with the idea of creating a “white paper’ on the subject of Women and Leadership: The Changing Role of Women. Because the topic is so broad, it was broken into four distinct discussions. This is the first of those discussions and Progress In-Lending will continue to publish the other three in its up-coming issues. The topics involve an historic view of leadership; the cultural, generational and gender roles of leadership; what leadership will be needed in the future and finally an application of these conclusions to a current problem facing the industry today. We begin this series of articles by discussing the changing roles of leadership for men and women over the last three decades.

The Beginning of Change

From the start of the industrial age through the “revolutionary” times of the 1960s and 70s, the common leadership profile for any company was a man at the top of the hierarchy with various male managers reporting to him. His decisions were carried out by this next level of management by communicating the necessary information to the staff. The staff then performed the functions necessary to meet the requirements set out by the president or CEO. Women who worked in these businesses typically made up the clerical staff with the occasional woman acting as the supervisor of such a group. This division of roles was so pronounced that in the 1960s it was common to see two separate sections of the help wanted ads; jobs for men and jobs for women.

The 1980’s was the beginning of numerous changes within industry in general and the mortgage business specifically. At that point in time, the influence of several legislative initiatives regarding equal treatment and opportunity for minorities and women were beginning to be implemented. Companies held sessions on accepting diversity and creating policies that retarded the advancement of women were either changed voluntarily or forcefully through the courts. Not only were companies lead by men, but senior positions within government, the legal system and state and local agencies were male dominated.

It was also during this time that the S&L crisis resulted in realigning the primary source of mortgage products from the savings and loan business to independent mortgage lending operations. With this change, the dynamics of the leadership structure and personnel responsibilities changed as well. Loan officers whom had previously been employed by S&Ls as mortgage originators and that were now out of business, set up shop as mortgage brokers. The emergence of this entrepreneurial opportunity allowed women, as well as men, the chance to run their own companies, make their own decisions and realize the resulting survival or failure of the company was in their own hands.

Larger mortgage lenders also began to recognize that by limiting women to clerical positions they were losing two opportunities; one was meeting the legislative demands for equal opportunities and one for taking advantage of women’s knowledge and experience by advancing male managers to higher levels of leadership and placing women in these vacated positions. However the movement of women into these management functions was slow in coming and when achieved, resulted in only minimal acceptance of their role in management circles. The history of one of today’s prominent female CEO demonstrates this elongated path to senior management. Her biography shows that in the early 1980s she was promoted to branch manager, a position she held for nine years before moving into a regional management job.

The 1990’s

The emergence of information technology, begun in the 1980s, really began to make its impact felt and its potential recognized during the 1990s. Technology programs began to replace or significantly reduce many of the clerical functions and many jobs were restructured or eliminated. Companies began to redesign processes to maximize the use of technology.

Also during this decade, companies that had previously been local or regional organizations began to expand into other regions of the country and even into other countries. The idea that through the use of technology, management located in one city or region of the country could effectively oversee multiple production centers swept through all types of businesses at lightning speed. And while it was true that higher levels of management could handle much of their responsibility from elsewhere, on-site management was still critical. At this point, women with technical experience or with management experience at any level began to emerge as a natural choice for these positions. With years of experience working through the details of organization, they understood better than their male counterparts what drove a successful organization and were ready, willing and able to help lead the organization in whatever role necessary. Once given the opportunity, they easily migrated from a simple management role to providing real leadership. Despite this advancement in leadership functions, the roles assigned to these women were in areas of the company that were most frequently associated with females such as Human Resources or Accounting.

The mortgage industry followed a similar pattern. Lenders used this technology to support expanded operations and “point of sale” operations. This allowed them to move into previously unreachable areas of the country without the expenses associated with building a supporting infrastructure. This expansion in operational sites also required the expansion of personnel in the area to support the processing, underwriting, closing and back room operations. While the division of these functions was different for various lenders, the result was the same; more of the personnel with the knowledge of how these functions were performed moved into management positions. Since these were mostly clerical jobs that had been largely female, the management promotions brought a large number of women into the mid-level management ranks. At the same time, this expansion of business caused senior management to rethink the existing structure and as a result elevate some previous mid-level functions to the executive level. Many of these mid-level positions were filled with women. Although these positions were created at the senior level, creating the positions and promoting the personnel does not automatically create the underlying respect and recognition of authority. Many times these women found themselves struggling to have their decisions respected by other senior managers, particularly when these decisions conflicted with others. An example of this is the expansion of the underwriting function to a Chief Credit Risk position. While it is not uncommon to have conflicts between this function and production, women seemed to find the implementation of their decisions to be much more difficult.

These initiatives came about as it became obvious that the pool of men available to fill all these positions was inadequate and opportunities for women began to expand. These expansions also opened up various management and leadership roles for women, although the overall senior management structure remained male dominated. Whether it was lenders, mortgage insurance companies, trade associations or industry related vendors, women’s roles were expanding.

Women however were able to utilize these opportunities to learn and grow into the responsibilities associated with higher level of responsibility. Many successful women today were mentored throughout their careers. These mentors, who provided guidance, encouragement and previously unheard of opportunities, were many times the male leadership in the organization. Women, once promoted also were there as mentors for some of their subordinates.

There was another aspect of this unparalleled advancement in technology. Since it was a relatively new profession the management role models developed as it grew. As a result many of the senior management level positions were filled with the individuals who could best fulfill the role; and many times this was a woman. As a result many of these technology companies not only had a large number of female senior management, but were in fact lead by a woman CEO. In order to make effective decisions about technology, senior executives who were used to dealing only with men, found that they now had to work with women. This experience helped to eliminate any unfounded prejudices that may have existed at the senior management level regarding women’s ability to lead and deliver results.

The New Century

At the turn of the century “C suite” executives frequently were women. It was not uncommon to find women at the helm of a variety of organizations. Today we see women at the head of major technology companies, entertainment giants, banking and finance companies and other businesses. They also fill positions as heads of major universities, cabinet positions, as members of the Supreme Court, government agencies and generals in the armed services. It would undoubtedly be premature to say that women in general have achieved equality in executive level positions. The reality is that during the first 10 years of this century, women have experienced executive management opportunities more frequently than in the past. This does not mean that they have the same opportunity as a man, just that the probability is higher that these offers can occur.

An overview of mortgage lending seems to send mixed messages to women. At least three large lenders have promoted women to executive leadership positions while others have retreated back into the more traditional roles of men and women in business. One of the most promising actions that have occurred is the growing number of women who are now starting up companies outside the entrepreneurial initiatives seen previously. Several women have capital market firms that are experiencing steady growth and on-going success. In addition, many women who have held executive level positions are leaving there traditional firms to venture into new opportunities involving consulting, human resources and operational support functions.

Despite these advancements, the CEO position in most mortgage operations, as in other industries, continues to be men. While the business norm continues to see men at these top leadership positions, those women who have assumed executive spots or created their own will be watched to see if they, in fact, are a leading indicator of the future or are a reflection of an industry that is experimenting with all options to resurrect dwindling profits and confidence in their business.

In the next article in the series we will explore the attributes of leadership and explore what impact cultural, generational and gender elements have on the traditional leadership role and attempt to identify what attributes leaders of the future will need to have to be successful.

Authors: Barbara Perino, CPCC, ACC – Executive Coach and Rebecca Walzak, President,rjbWalzak Consulting, Inc. Contributors to the article are Zoe Goss, Consultant and Susan King, EVP-National Sales Director at e-TEC Appraisal.

Do Some Reflecting This Week

2010-12-28T08:50:00.000-08:00

This is a good time to think about what 2010 brought you and where you want to Be in your life/business in 2011. It's typically a down time between Christmas and New Years with not much going on in the business world so why not take time now to start writing down some changes you want to make. What were some of your successes you encountered this past year. What were some lessons you learned, people who influenced you, things that made an impact on decisions you made, etc. What do you feel you need to do differently? All good points to consider and reflect on. What would like to create in 2011 that is not in your life or business now? Who do you want to Be? Think big and bold and be comfortable with taking risks and most importantly, don't settle for less than what you are capable of doing.

I look forward to going across the street and sitting on the beach this week for a couple of hours to be in nature and let my intuition surface for what I am creating this coming year. I had lots of great gifts, opportunities that came my way, new people I met and work with and places I got to see this past year. It's all good even the lessons I needed to learn and I suggest you do the same.

Whatever happens, my wish is for prosperity, good health, fond memories, new growth and endless opportunity for everyone.

Happy New Year 2011!!!!

Your Results are Simply Your Results by Lou Dozier

2010-12-22T12:41:00.001-08:00

I love that. Lou wrote an article in Choice Magazine (for coaches) about Living the Life You Love - 4 Keys to Abundance. This was #2 Key. What he means by this quote is the Universe mirrors back to you what you create. So if you are happy with how your life and business is flowing, you are grateful for all of the gifts in your life, you are aware of the lessons that show up, you will be in a healthy relationship with your results and with yourself. If on the other hand, you are constantly worrying about how much money you need or don't have, you are envious of others, never seem fulfilled, etc., guess what shows up?

So going into the last weeks of 2010, be mindful of where you set your attention and attitude and see what you become aware of. A good way to keep track is to journal. Write down your positive thoughts, goals and vision of what you want to create and start believing that you have the ability to have all that you want and long for. Next year at this time, you can pull out what you wrote and reflect back on your journey. I wish you good luck with this and may abundance flow through your every pore. Blessings for the holiday season.

Effective Partnering

2010-12-19T08:29:00.000-08:00

I have created a series of three workshops for partners in business that I will start facilitating in January. I thought of "effective partnering" in the middle of the night as I was thinking about how important it is to be in harmony when you are working with someone and you equally are making successful oriented business decisions together. In a perfect world I would have worded this "effortless partnering" but sometimes we have to struggle and make decisions that may be difficult. It's very important at the beginning of a business partner relationship to get everything that is relevant to your success on the table. Define people's roles, create boundaries and get clarity on expectations so if there is a surprise that shows up, you can deal with it rationally without making someone wrong. Too many times these steps are left out, not thought of or thought of as not important. Things will come back to bite you if you don't address key issues up front. You can never assume that the other person thinks like you do, big mistake. We are all wired very differently with life experiences, education and backgrounds that reflect on who we each are. Taking time to sit down and talk about roles is key to how successful and balanced you will be in decisions you will be making together in the future. What steps do you need to make now to start a more successful relationship?

Creating a positive culture

2010-12-16T10:24:00.000-08:00

great article posted by Bruce Rector

Premium content frctorom South Florida Business Journal - by Bruce Rector

It is surprising to me how few companies that I encounter proactively contemplate creating a corporate culture as a competitive advantage. Many times, corporate culture is an afterthought – if it’s even thought about at all. And, in my experience, this can be the case not only at middle-market companies, but even at large, multinational firms. This might be a result of viewing operating results purely from a financial perspective without thinking about the softer issues that often can drive those results.

Why might a firm benefit from a thoughtful approach to creating a positive corporate culture?

Your employees will be more productive. I’ve seen companies that have clearly positive, encouraging cultures, and the difference in employee satisfaction and productivity is remarkable. When problems arise, these companies are focused on fixing the problem, not finding a person on whom to fix the blame. Bottom line: If people feel like they are in an environment that is positive, they add more value.
It can make it easier to identify potential leaders. By creating a strongly positive culture, a company can make it easier for leaders to emerge. They will be the ones that will feel free to suggest improvements to processes and procedures because the culture will support their stepping out and taking the risk to be proactive.
It will make it easier to recruit and retain quality employees. Companies that garner a reputation as places that are quality places to work will do a much better job of recruiting strong employees. And a company is only as strong as the people who work there.
It will almost certainly enhance the company’s reputation in the marketplace. This sort of credibility and awareness in the marketplace can be terrifically valuable to your company. While you may understand the value of creating an appropriate culture, management needs to recognize that building a strong, positive culture is a conscious choice on their part. Like any aspect of developing and growing a business, this doesn’t just happen accidentally. Management must decide that creating the right culture is a priority, and put some thought into how they will make it happen. By putting pencil to paper and laying out a series of steps they can design and implement a strategy to make it happen – and add enormous value to their company.

Who Are You?

2010-12-14T08:29:00.000-08:00

I have been finding a common theme amongst some companies in the mortgage industry around not disclosing who the executive team is. The web sites talk about what the company does and how they do it but they don't talk about who is leading the teams, why they got in the business in the first place, what their strengths are or their backgrounds. Having been in national sales for many years and now in my coaching practice, I share with leaders I am in conversation with how important it is to talk about yourselves. Maybe there is fear around a competitor stealing away good people - what a shame as if you are so concerned about losing someone to another company, maybe it's time to step back and learn about the person and what you value in them and convey the message of who you are as a company and how they fit in with value. This is probably a whisper to me as potential future business to share with these companies how significant it is to talk about your Why. Hmmm, I'll have to stew on that one.

Why Complain About How Cold It Is?

2010-12-07T08:01:00.000-08:00

We are currently experiencing a cold front here in South Florida. Currently it's about 50 degrees but with the wind blowing, it feels colder. I love this change in weather. I get to haul out my out of state Florida clothing and relish the crisp air. Mark, my life partner hates it. He constantly complains how miserable it is and is dressed like he's going into hibernation. I understand where he is coming from as he was born, raised and lived in Chicago for 45 years and his memories include standing in his foyer in the mornings waiting for his car to warm up. He would never go back there in the winter. I on the other hand was raised in California and Arizona and didn't have to live for long periods of time in really cold weather. But I also appreciate the gifts of whatever the weather is showing up. I get to breathe fresh air, I get to enjoy the sunshine and I live in beauty. There are many places in the world where people live in ungodly environments but they make do and typically don't complain. We will be back to normal temperatures within the week which means 70's to 60's range for the next six months, this I appreciate. What good is complaining, it gets you know where but causes negative feelings that get even more pronounced. Be thankful for who you are, what you have access to and the freedom we enjoy. This cold weather shall change so deal with it as best you can, what else can you do?

End of November 2010

2010-11-30T13:35:00.000-08:00

Today is the last day of November 2010 and as always, I like to reflect back on the month and think about the happenings and how they affected me. Some significant happenings were my daughter-in-law losing her father to a sudden illness and he was only 56. I am glad we got the opportunity to meet him in Argentina last year at this time, he was a lovely man. I also started working in a company with two associates with a focus on creating a stronger culture from the top down. This is what I was meant to do, help guide leaders to work their purpose and lead people to believe in the purpose and thrive. I also helped one of my clients get promoted to a newly created position of more responsibility and continued success. It's been such a pleasure to be on his journey as he embraced being open to getting better at communicating. I conducted a couple of workshops on communication - one on effective networking and one on trust and collaboration. Engaging people in conversation is the most effective way for them to embrace change. You can't talk at people but instead involve them in the discussion. I also conducted a workshop for Habitat for Humanity Family Support for new homeowners on passing the baton from Habitat to becoming responsible homeowners. Again engaging the families in the conversations around this. Great ideas were shared from some of them for the benefit of everyone. Thanksgiving was last week and we enjoyed the day with dear, long time friends. We all shared things we were grateful for as we also shared our food. I try to live in the present moment and be aware of the opportunities that show up at any given moment and they do. You can't get frustrated if something is not going according to your plan as something unexpected can show up that may give you a whole new perspective to look at. I know tomorrow will be another day into a new month and who knows how it will turn out. I do know that I will embrace the cooler weather coming so we can open or doors again.

Thanksgiving Week

2010-11-23T10:31:00.000-08:00

Everyone is getting ready for the big day of eating, enjoying the company of family and friends and possibly traveling. Many people will be providing service to others in the form of helping feed the hungry, delivering food to the needy, collecting food, etc. This is a great time to also reflect on what's good in your life, what you are grateful for and sharing that with others. If you are doing the cooking, think about the neighbor, business associate or friend who may be alone and invite them over. Think of ways you can express your gratitude to the people in your life by remembering to thank them for something they have done - something as simple as r being in your life. Gratitude creates tremendous energy that comes back at you many times. How can you incorporate more of recognizing this in your life? In the service of others is one way to spark the attention around the benefits of gratitude. Have a blessed and safe holiday.

Effective Networking

2010-11-02T13:12:00.000-07:00

I am presenting a workshop next week on "Effective Networking". I have decided to be mindful of what happens at networking meetings I attend and people I meet with from these groups. Good material will come from these observations as I present. Here is what I observed at a group meeting today:

Some people are very good at creating opportunities by setting up meetings with referral sources and potential clients. They share about themselves and they want to know about the other person.
Some people attend these meetings and are there in appearance only, never meeting with anyone - simply attending the gathering. I would love to know their purpose for being there, especially if they are married to their phone.
Some people are very good with follow up and some are not. This is a pet peeve of mine - you have to follow up for many reasons. If you promised them something, complete the task and follow through. Sometimes opportunities won't arise for a few months so you want to maintain the relationship if you see potential. People appreciate and remember those who follow this step.
Some people have their own agenda for meeting - it's all about them and they love to talk about themselves. Step back after the meeting and ask yourself if this is someone who will benefit from a relationship with you and you with them.
Some people position themselves in the same spot every meeting or they sit with their friends. How does this benefit opportunity? Simple questions to ask yourself.

If you are networking, be clear before you get where you are going what your intention is and your expectations. Your elevator speech should be concise and always be open to sharing a little bit more about you or a tidbit they could use, etc. something that would be interesting to the members of the group. Get creative with this, it will serve you and it mixes things up.

Falling On Your Face Sometimes Is OK

2010-10-29T09:47:00.000-07:00

There are lessons learned when we face failure or disappointment. Sometimes things don't fall in place like we expected them to and we make decisions that may not serve us. Instead of getting stressed, worrying about the outcome or impact, step back - breathe and then ask yourself.....what did I learn from this experience? There are always lessons to be learned. As Deepak Chopra says "In every failure is the seed of success. Our failures are stepping-stones in the mechanics of creation, bringing us ever closer to our goals. In reality, there is no such thing as failure. What we call failure is just a mechanism through which we can learn to do things right." If you learn to be OK with this thought process and practice it, you will find more clarity and peace of mind.

When Traveling Enjoy Where You Are

2010-10-18T13:58:00.000-07:00

We flew up to Chicago this past Friday for a friend's surprise 60th (before he turns 61) birthday party. The gathering of old friends and the party was so much fun and went on into the early a.m. But backing up... what I noticed is how special trips can be if you stay in the moment and enjoy the whole experience as it unfolds. I took my camera and my Flip but I also had fun from the moment we got on Southwest Airlines. My seat mate was this lovely woman, Ruth who had a tiny service dog in her lap. She was traveling from South Florida to Santa Fe, NM where she and her husband now live most of the year. We had great conversations on living in Santa Fe, why she has a service dog, how she met her husband, etc. When we got over Chicago, the sky was blue and clear and we could see the city and downtown. The trees were changing color and the air was crisp but very pleasant. I took lots of pictures of the trees - from yellow, orange and red. The sun was setting while I was driving to and I noticed that it is much larger in that part of the country than in South Florida where we experience beautiful sunsets every night. We passed the White Sox stadium (new one) and saw lots of people heading home on the L train. We stayed in an old, established country club (built in 1911). The room was all right and the party was held there so it was so very convenient to just walk up stairs after one too many glasses of champagne and night turning to morning. I took a walk around the grounds in the morning and appreciated the colors, flowers, leaves falling off the trees, the cool air, the golfers and the birds. We passed Mark's old high school, had breakfast at the Egg & I and even drove by his old house - lots of fond memories for him in all of these locations. There are other experiences from the trip I could share but i won't. I simply want to say - take time to enjoy the moments as they unfold when you are anywhere as life is a journey to be explored.

Preparing to Attend the Mortgage Bankers Association in Atlanta

2010-10-13T14:05:00.000-07:00

So it's been five years since I attended and actually served "booth duty" at the annual MBA conference. In 2005, the conference was held in Orlando during Hurricane Wilma. That was an experience - I remember the chandeliers swinging a bit, the lights flashing, wind blowing outside and lots of rain but that was about it for the Orlando area. That was the last year I was actively in the mortgage business - served as a national business development manager for a valuation company based in CA. Looking back now, I think the hurricane arriving in FL was a metaphor to what happened in the mortgage business the following year and continues to effect many.

This year the conference is in Atlanta in less than two weeks and close enough to justify going although I will be attending from a different perspective as a coach and part time sales consultant. It will be a lot of fun reconnecting with my old associates, clients and new people I will meet. The industry is in tremendous turmoil currently and I believe there is a huge opportunity for coaching to change processes and mind sets of how to do business in service to the consumer. It will be interesting to reflect on what I see and hear and what opportunities there are and where the decision makers think this huge industry is heading.

80/20 Rule

2010-09-28T13:21:00.000-07:00

Most of you know the 80/20 rule: 80% of your business is going to come from 20% of your clients. It doesn't matter what your industry is or what you provide in service, most of your new business will be created from existing relationships. What does this mean? You need to cultivate these relationships by having regular contact with the decision makers and the people who place the orders or those who directly do business with you and your company. We live in a time and society where things are changing constantly at a very rapid pace especially in the areas of technology. Make it a point to set up regularly scheduled check-in (maybe quarterly, semi-annually or the very least annually) to see what has changed with your client. Asking questions around how you are performing, what is something you need to know about them to service them better or differently, etc.? This will serve you in the long run and keep you on track with your clients.

How Approachable Are You?

2010-09-26T06:52:00.000-07:00

If networking is a must do for you in your business plan, it's very important to be approachable. What does that mean? When you are attending events, functions, business centric affairs where you want to build relationships you want people to approach you so be aware that body language is very important here. The first 20-seconds is where first impressions are made. Simply smiling, standing confidently in the space of believing in yourself, being open to receive conversations will help you meet people who want to meet you. If you were to choose between introducing yourself to someone who is smiling and open to a dialog or someone who is closed down, not smiling or immersed in their blackberry or iphone, who would you rather introduce yourself to? Think about this the next time you go to a meeting or event. An interesting exercise is to observe the room at the next networking event or meeting you attend. What's going on with people? How are they engaged and interacting? Who looks approachable? Who looks distracted and not comfortable? If this is hard for you, create a plan where you can be more approachable and practice, practice, practice.

Another component to all of this is offering a firm handshake and asking about the other person instead of going into your story first. We tend not to listen to others enough and by practicing listening you are setting yourself apart from many others which in the long run will serve you in creating new relationships and business opportunities.

Ten Reasons to Hire An Executive Coach

2010-09-21T13:23:00.000-07:00

Here are some comments which could trigger why you would benefit from coaching:

1.     “I just never seem to have enough time for anything but my work.”
2.     “I am so disorganized and because of it I never feel like I have accomplished what I need to accomplish.”
3.     “It’s getting harder and harder to find clients and it’s also getting so competitive. Frankly, I think we have lost our edge.”
4.     “We just can’t seem to keep good people consequently we continually experience high turnover.”
5.     “We have experienced tremendous growth over the past few months and quite frankly I am concerned how we can manage it successfully.”
6.     “There is a complete breakdown in communication and collaboration between management and employees.”
7.     “I am not very good at delegating and I find I keep taking on more and more and it’s affecting my focus.”
8.     “There is a lack of trust and collaboration in our company and because of this we don’t work as a team.”
9.     “If I don’t step back and find a new way of leading my team, we are going to run this company off the track.”
10. “I need to get better at managing my time.”

Trust and Collaboration

2010-09-16T09:36:00.000-07:00

Trust and Collaboration - two huge issues for many companies especially in South Florida. I have been working with companies around these issues which really stem from the lack of open communication and transparency. It starts at the top in leadership and trickles down to everyone so it's important to tackle these challenges to be able to move forward. It's the responsibility of leadership to convey a clear message of what's expected, admit mistakes when they happen, praise people and learn to trust others to help you guide the ship to smoother sailing. I have created surveys I send to leaders who are open to taking a pulse of what people's feelings are and the belief systems inside of the companies. From the results, work can begin on changing the culture allowing for more collaboration, better communication and eventually trust will start to show up. Be aware of the value of trust and collaboration and start doing something about before it affects your business.

The Tremendous Value of Practicing Yoga

2010-09-09T08:27:00.000-07:00

While practicing yoga at my gym this morning, I thought about how wonderful I felt being there. There is such great benefit derived from the practice - fluidity of the body, mind and spirit. It's a tremendous stress reducer and has been proven to slow down the process of aging. If every person would integrate the practice of yoga in their everyday lives, they would be less stressed, more aware of being in the present moment and be more willing and able to live a work/life balance which we all strive to have.

Honoring the American Worker

2010-09-06T08:18:00.000-07:00

Today being Labor Day I want to write about greatness of being an American and recognize our labor related laws and the opportunities we have here in the U.S. I believe we are blessed to live in a country that has structured laws to protect human beings who labor to create the quality of life we have and are exposed to. There are far more countries around the world who don't take care of their workers or give them opportunities to create quality living. Yes, we are dealing with a lot of challenges, high unemployment and financial concerns here in our country but we also have the freedom to pick and chose what we want to do even if we have to risk stability and comfort to do so. We have structured labor laws, unemployment insurance, worker's compensation and social security to name a few of the pieces put in place to protect us.

I want to acknowledge those workers who work very hard in manual labor to keep our system running smoothly and those in the service industry who are there to protect us and keep us out of harms way. I am proud to be an American and feel very blessed to be given the opportunity and freedom I exercise and am aware of.

Patience - and why it's important

2010-08-30T14:46:00.000-07:00

I have a ritual I do every morning that jump starts my day - been practicing this for 16 years. I write in a Gratitude Journal and read sections from Deepak Chopra's book "Creating Affluence". I also have three positive messages/affirmation calendars in various areas of my bedroom and office. The message today was all around Patience. It kept showing up everywhere - the word in quotes, articles, etc. So for me, that meant I needed to spend some special time practicing patience in all that I did today as I believe there are universal whispers to pay attention to and this was one of them. So, it helped to breathe when I got impatient or when I was allowing a bunch of thoughts to come present in my mind. I so believe that when you are ready to receive something that is going to enhance your life, you have to wait until it's ready to happen and be OK with the wait.

So, my advice to you is when a feeling or a word shows up over and over again and you notice it, pay heed and acknowledge it and practice what's being told to you. Who knows some new idea or success could appear.

It's All About Them Until They Ask About You

2010-08-25T13:54:00.000-07:00

How do you engage someone at a networking event or set up a meeting with someone who could potentially be a referral source or better yet, a client? I have been really noticing (without judging) how people engage me in conversation with we meet and I find many think they have to tell you everything about themselves and their company.

In a networking scenario, I never ask "what do you do?" I think it is so cliche', instead I ask the person what they like about the group, what was their reason for attending the event, how long have they lived in Florida, etc. Eventually the job/company comes into the conversation but it's much more embedded in normal dialog which creates some trust and casualness to our conversation. Not everyone is interested in conversation unless they are with people they know or they simply aren't conversationalists and I am OK with this and move on.

When I meet with someone over lunch or coffee my first questions are - "how much time to you have?" and "what would benefit you from our meeting today?" If I set up the meeting, I'll start asking questions about them, their business including what they like about the company and what are their challenges? Halfway through our meeting and I have enough information, I'll ask them if they have any questions for me and they typically will ask about what I do, etc.. If they don't...time to move on and end the meeting, graciously. If I feel there is an alignment between us, I'll think of referrals or introductions and tell them what good referrals would be for me and we figure out what our next step is going to be.

Lesson here: We don't listen enough to others - there is a gift in this skill and people appreciate being heard.

Using Experts in Mortgage Banking Arena to Teach Others How to Be a Great Lender

2010-08-20T15:04:00.000-07:00

I attended the quarterly meeting of the Florida Quality Council today here in South Florida. I used to be very active with this group, president for two terms in the late 90's and have kept my relationships with some members. As the speakers were presenting today on fraud and updates on what's going on with the government and regulating the industry more and more, I thought of the tremendous brain power that was in the room - many experts in quality lending. There were title, appraisal, fraud investigators, lenders, consultants on credit risk and quality control in attendance. Many of these people know the value of quality lending and could teach lenders and consumers the importance of good lending and what to look out for to prevent mortgage fraud. Having been in the industry for 16 years in the property valuation side of the business and being actively involved with this group and the MBA's sub-committtee on mortgage fraud, I bring value in helping create a group of experts to go out and present and engage the industry in understanding the new regulations and awareness of how mortgage fraud is still being committed. Now I need to think about how this can evolve........

Discovering My Purpose

2010-08-18T15:02:00.000-07:00

A light bulb went on today for me. Since I became a coach in 2004, I have been telling people that my purpose was to guide and inspire business owners and leaders to change. That's OK but it really didn't set me apart from many other coaches who do the same thing. My coach training taught me to really Be with my clients where they are now which has given me fundamentally, the foundation for who I am as a coach. I know my place is working with business leaders and their employees as most people who work spend a good deal of their time in their jobs. Why not love what you do and not have the need to switch it on and off when you leave at the end of the day.

What I am clear about now is that my true purpose is to help business leaders discover and reveal their core values and really get clear on what their purpose is (in simple terms) and drive these values and this purpose throughout their organization. Doing this will create success, happiness, engaged employees who love what they do and who will thrive in the environment that has been created. Companies who have done this well: Southwest Airlines, Whole Foods, Microsoft, Starbucks to name a few. I know there are company leaders out there that want to make a change in their cultures and their lives, to embrace who they are, be more authentic for the good of all and who want to know their higher purpose which will bring them riches in all areas of their life.

Reasons Professionals Quit Their Jobs

2010-08-16T12:48:00.000-07:00

I recently read in a business journal (survey taken of professionals in the U.S.) that business people leave their jobs for the following reasons (which are ranked accordingly):

Lack of communication and involvement by top management
Lack of promotion despite successful work results
Overworked
Lack of a company "vision"
Lack of belief in colleague's competence
Lack of administrative support
Rude colleagues
Boss takes credit for their work

Many of these traits show up regularly in many companies, unfortunately. For me, these are areas for great coaching to create more transparency, collaboration, clarity and success. The question is - what will it take for a leader of a company with these traits to step up and embrace doing things differently?

Being Present When Driving

2010-08-12T12:43:00.000-07:00

Do you ever drive somewhere and when you arrive at your destination you don't remember any of the details of how you got there because you were so caught up in your own private thoughts? I know I am guilty of that although I am getting better at staying present so I can enjoy what I am passing. It happened this morning in fact. I was driving back from Palm Beach on A1A, one of my favorite roads because the ocean is on my left and beautiful mansions are on the right. I really absorbed all that was going on and so enjoyed the journey and the experience. Workers were out doing their gardening; the ocean was smooth as glass with some boats out on the horizon; I passed some really cool mail boxes; a museum in Delray Beach - Sandoval House (sp?) a nature museum which I have passed many, many time and never knew existed. Bicyclists sharing the road; people eating at two restaurants in Delray Beach - Bostons and Luna Rosa and the new, in the middle of the roadway crosswalk stop signs for pedestrians who you must stop for in Palm Beach County or you can be fine $119. Great ice cream store in Manapalan, across from the Ritz Carlton - "Ice Cream Club" and new construction of somemore beautiful mansions.

Not only will you benefit from being aware of what's around you, discovering a new inspiration that could show up from something you passed and but most importantly you are driving - leave the thinking for later when you arrive at where you are going.

Creating Your Company's Vision

2010-08-06T09:41:00.000-07:00

Do you know where your business is going at this point? Have you visualized what your business will look like in one year? Without a vision and a plan, you are going to not only be frustrated and stressed but also be lacking in direction. If your business is sputtering along without momentum, now is the time to spend some time by yourself creating this vision.

You don't need to make it a cumbersome process, simply put aside about 90-minutes to start thinking about and writing down what you envision in your success. Studies show that for one hour spent in planning saves three hours of execution. So where do you start?

Do a simple visioning exercise

Close your eyes and breath (at least three deep breaths to get you centered)
Visualize yourself one year from now and what your business looks like if you had a magic wand to wave and it was all that you wanted it to be. What is the difference then to what is going on now?

Write down your thoughts and answers to the above question. Here are a few more questions to ponder and discover what the answers are one year from now:

Who are my clients and what do I provide them?
What is my Gross Revenue, what are my expenses, what is my income?
How am I marketing myself and my business?

Networking and Referrals
Deepening relationships with existing clients/customers
Social Media like LinkedIn; Facebook; Twitter, etc.
Newsletter/eZine Newsletter or Blogging
Speaking in front of groups
Web site (keeping it current and fresh)
Marketing materials and tradeshows
Advertising
Ask yourself, How am I visible to my clients?

Business Operations

Do I use a Contact Management System for tracking new clients and existing clients?
Do I have the proper insurance or legal documents I need?
Do I have the equipment I need to run my business efficiently?
Do I have my financial matters managed?

Personal and Professional Growth

How am I staying abreast of what is the latest and greatest in my business market?
How am I involved in the service of others, getting involved with non-profits? (this is very important for balance as well as potential for business referrals)

Setting Goals and Committing to My Success

Review what you have written down and pick one item from each area that will be priorities over the next six months. Write down three steps for each item you can take in the next three months to move you to your vision. Make this easy for yourself - realistic small steps that will move you forward, don't bite off more than you can chew. At the end of the three months, review what you have accomplished and adjust or tweak what isn't working. Do the same at six months. At the end of the six months, repeat the same process with other items on your list. Review at nine months and then at the one year mark. Ask yourself, what is different for me now than it was a year ago?

Hire a coach to help you with this process or at the very least, find a business associate or friend who will hold you accountable and to bounce ideas off of. The value of this - you aren't doing this process by yourself if you aren't self-motivated. If you incorporate this exercise into your life and take the 90-minutes each quarter to review what's going on, success will be at your door and after all, isn't that what you want?

Motivating Inside of an Organization

2010-08-04T12:48:00.000-07:00

Daniel Pink's second book is called "Drive" - The Surprising Truth About What Motivates Us". A great read and some good exercises in the back that coaches could use as a tool to change business culture. In one section, he talks about motivating people which is so very important for many reasons. Having completed a team coaching module through ORSC (Organizational Relationship Systems Coaching), I have learned how to work with teams to create a new focus, new direction and a new way of communicating with everyone without judgment and making people wrong.

A new way of creating motivation is allowing and encouraging employees (set up a time and day each month) to work on their own great ideas or projects that are company related. This would be separate from the daily duties that everyone have to complete. Point for discussion about this idea - what is the value in doing this? Another idea is to set up a program for employees to award their peers (without permission) to hand out a small bonus or an award token to a fellow employee who has done an exceptional job. What's nice about this is it's not driven by management; it's given in real time and it carries a different meaning than if it came from management, which can be motivating. There are many creative ways people can come up and one place to start is asking for input from the employees themselves, brainstorming and be open to some of the ideas. Zappos (www.zappos.com) is a company that has set the bar on being really creative on changing business culture to be more fun, motivating and an inspiring place to work. Click on their web site and scroll down to the bottom of the page and check out the "About" section. The business culture is changing and quite frankly I feel it's a breath of fresh air.

Thought Provoking Awareness - What Do You Think of You?

2010-08-02T11:56:00.000-07:00

I have some of my clients and the girls I mentor through Women of Tomorrow complete the following exercise What would be a benefit for doing this exercise? When you start thinking of the answers and writing down your thoughts, a new idea or a new level of consciousness may show up on who you are. These are all great areas for coaching. You complete the following sentences:

- I am incredibly _____________________________________________________________

- I am lousy at ________________________________________________________________

- I am ____________________ intelligent

- I have a gift or natural ability of ________________________________________________

- I am extremely good at _______________________________________________________

- I am a_________________athlete

- Most people who really know me think I am ________________________________________

- I will never learn to ___________________________________________________________

- I am just average at _________________________________________________________

- My life is __________________________________________________________________

- My future is going to be _______________________________________________________

- I would rather be ____________________________________________________________

- I am far too ________________________________________________________________

- My health is _________________________________________________________________

- I am _________________________ to look at

- I am ________________________ prosperous

After writing out your answers, what you are discovering about yourself that you haven't thought about ever or in a long time? You can also pick one area to possibly work on to improve something that isn't currently working for you. All food for thought.

Best Places to Work Awards

2010-07-30T12:54:00.000-07:00

I read in the Florida Trend magazine today who in FL was chosen as "best places to work" for 2010. Companies were broken down into three categories - Large companies - 250+ employees; Midsized companies - 50-249 employees; Small companies - 15- 49 employees. There was a common theme showing up in many of these companies. The employees are energized, allowed to show their creativity, appreciated, valued and given responsibilities that together as a team creates success. Some of the companies really have even created a fun place to work. They don't necessarily pamper the employees (quote from the magazine) but more importantly they value their employees and find creative ways to do so.

Bacardi U.S.A. is one of the companies in the "large company" category. The company believes in moving people around to get new experience and contribute regardless of your position. They also offer some nice perks such as a gym, free lunch for employees and paid health insurance to name a few.

Studer Group, a consulting company in the hospital field (medium size company), employees are encouraged to bring new ideas to the table; they rate each other as employees on how well they are each doing and they share the results with all employees; they also value flexibility. Some of their quirks are 48-hours a year to use for working in the community; adoption allowance for qualifying employees, etc.

Creative Space, a PR company (small company) values transparency including in the accounting department; value flexibility when it comes to work schedules; technology - every employee gets a laptop and cell phone to use in the office and at home.

The bottom line in all of these examples and in general - these companies rely on their employees' strengths, give them flexibility (which is very important for the younger generations), have created respect and a sense of team in their settings. Employee retention and loyalty are embedded in these types of environments.

Hopefully more and more companies will see the importance of creating similar cultures such as the companies who made this list. The payoff is higher morale, higher employee retention, more success in their business model and a healthy work environment. These are the companies I love working with as they see the value in their people.

Update on Being in the Present Moment

2010-07-29T14:01:00.000-07:00

Well, it's been 24-days nows since I have been making a conscious effort to stay in the present moment. Studies show that it takes about 21-days for a change in habit to stay with you. I have to agree here as I am able to access being in the present moment, daily, even hourly. If I catch myself in a thought away from where I am, I simply take 3 breaths and I am back in the present. What I have noticed is I have a tendency to sing a song in my head a lot so I am now writing down what those songs are - this is very interesting!!!!! I also noticed that I am so much more calm and I am seeing things I normally haven't seen. Examples include: while driving back from West Palm Beach this morning, I drove Federal Hwy vs. the interstate. I saw such fabulous old buildings, especially restaurants that have been there for a long time - lots of Mexican food, Cuban, Haitian, deli, diners, etc. When I stopped on an errand in Boca Raton, I noticed the cool eye glasses a sales lady (I always deal with) had on and she said she has worn them for 20 years. Where am I taking this - I am more calm, less worried, finding clues and inspiration from ordinary things that cross my path and enjoying the experiences more. I know it serves me well to continue this awareness as I grow my business and live my life in balance, for this I am grateful.

The Value of Being in Nature

2010-07-27T11:46:00.000-07:00

I recently returned from Frisco, Colorado where I spent five days with great friends. Frisco is in the mountains in the ski area west of Denver. You actually have to drive through Frisco to get to Breckenridge which is a bit more well known. Because I practice living in the present moment, it's easy for me to drink in my surroundings, see the beauty of wherever I am and Be with the people I'm with. Thus, I noticed a lot of beautiful parts of Colorado in the summer: flowers everywhere - in flower boxes, hanging from street lamps, in the fields; flowing water; still water; beautiful mountains everywhere and wild animals like elk, mouse, deer, fox, chipmunks, beavers, etc. I also noticed how people love to be outside biking, walking, hiking, boating simply Being with nature. They are healthy for the most part and enjoy their lifestyle. I also noticed how people embrace the Green initiative, especially recycling and taking care of the environment. There is a lot to be said of taking time out of our busy lives to enjoy places like this. Colorado is a great place to visit and appreciate the gifts of nature and laid back living. But, you don't have to go out to Colorado to absorb your surroundings. There are many places around the country and close to home to experience the same type of needed peace, we just have to take the time to do it.

I coach many leaders and successful business people who are not really good at balancing their life or knowing when to slow down to relax and enjoy people and places in their life. This awareness is vital to the long-term health of people both mentally and physically. I ask my clients to find some activity that they love doing or did in their past or something they have always wanted to do that is fun and relaxing and to figure out a way to integrate it into their lives. Simple things like reading a book while lying in a hammock, sitting on a patio, being at the beach or just taking a walk with nature with or without music, riding a bike, cooking - just something simple but so beneficial to their well being. I know one of my purposes is to introduce this concept to hard charging people who have lost the joy of appreciating this life, mind and body we were born with.

The Art of Silence

2010-07-18T07:25:00.000-07:00

Silence - the part of life that brings me inspiration, peace and awareness. I have been actively living in the present moment these past couple of weeks and it is becoming easier and easier to stay there simply by breathing when my mind starts to be too active. Multi-tasking is very easy for me and because of this, I have to consciously not get caught up in it. By breathing, I get back to the calmness of the moment and think more from my heart instead of my head. How does this serve me? I am able to see the small things in life that I normally completely miss and I am finding that I don't feel bored if I have free time. I'm OK with it and don't feel like I have to find something else I should be doing. Example: yesterday after I finished a great book, "The Last Lecture" I was sitting in a comfy chair in our bedroom. Outside on the patio wall were a group of mockingbirds. They were simply perched together and exploring their surroundings. It was really fun just watching them. They did not sense a human being in their space so were busy checking out our neighors patio - maybe a future nest location? The point of this discussion, if you are reading this, try to incoroporate into your being the art of living in silence - it will serve you well.

The Importance of Giving Back

2010-07-13T09:41:00.000-07:00

You find your most balanced and successful self when you are in the service of others. When I am coaching with a client who is stuck and not happy with aspects of their lives that lack peace and balance, I recommend to them to get involved with a non-profit. When we are helping others in some capacity (not just giving money) the selfless person discovers compassion, satisfaction, appreciation for life and gratitude. So, if you live your life at a frantic pace and never are able to shut down that energy, find a cause that is dear to your heart and get involved. You will find new things about yourself that you may not have known before and you'll probably start prioritizing what and who are important to in your life and change some habits.

Being vs Doing

2010-07-07T07:03:00.000-07:00

I use the Enneagram Assessment tool to create awareness around personality traits that my clients will discover about themselves which impacts change. I am a "7" - "The Enthusiast" with a theme of "I love life and want to experience it all!" This is a good thing but I also have a tendency to have one foot into the future anticipating what's next vs in the Now where there are clues to opportunities and inspiration which will help me on my journey. Typically I move very quickly in action and thought and a lesson for me is to purposelly slow down and be present. That is what I am practicing as I write this and as I proceed with my day. So what is the Being vs the Doing? If I don't allow myself to feel sadness or frustration when they appear and instead rush into "next" I am more in my head - doing vs. in my heart -being which really is where we find our greatest joy and inspiration. Who knows I may find something totally unexpected that I need in my life and I am open to those possibilities.

"What Do You Do?"

2010-06-28T13:34:00.000-07:00

How many times a day do you get asked "what do you do?" I typically don't like to ask this question as I prefer to get to know the person I am having a dialect with so I ask them questions about themselves. "How long have you lived in Florida?" "What brought you to this networking event or cause?" ""Got any plans that are special this summer?" My reaction to the "what do you do?" question is - the other person wants to qualify me quickly whether I am a candidate to do business with them? There are some people who are simply curious of what my occupation is and they will typically ask other questions. I used to change my "30-second elevator speech" nearly every time I am asked that question which hasn't really served me. My coach got me to focus more on my message and my purpose so I now have it down to exactly what I do - "I listen". Simple answer but also a complex answer as I really create a safe space for people - business owners and leaders to really discover something they want to change to make their business more successful or their life more balanced and happy. That is my WHY - I LISTEN to people. My point in this blog is to suggest you really get clear what your true purpose and passion is and create a simple statement describing those two keys things when describing what you do as it really is your Why (the driver behind what and how you do what you do). By embodying this message about yourself, people will believe you and want to do business with you. Keep it simple and be genuine and see what happens.

People Believing in You

2010-06-17T13:34:00.000-07:00

I was in a discussion this morning about when people follow leaders and are inspired by who they are. Why do people respect and hang on every word some people say, want to do things for them and just simply enjoy being in their presence? It all boils down to being genuine, making people feel comfortable and listening to what others are saying. Great leaders inspire people to want to follow them even if the path may not always be smooth. Not all leaders have these traits or rather are too busy to take the time to get to know their people or engage them in a dialog. Separating a leader of a company from an inspiring (great) leader is a huge space, one that many will never cross or change because they can't and have no desire to do so. "You are lucky you have a job" or "it's not my job to motivate people, I hire people to do that" will only get a leader so far in his/her success with a lot of casualties along the way. Those exceptional leaders who see the value in their people are going to strive for excellence and do so with a united front of their team(s), driving success, well-being and engaged employees. Ask yourself and reflect on - "Who Am I As A Leader?"