Risk assessment guides are tools used by organisations to measure the amount of risk involved in any sort of project or activity. You may already be familiar with risk assessment guides as they apply to education, health, or a myriad of other subjects in your everyday life.

A risk assessment guide gives business owners the tools necessary to ask a series of questions that will determine whether or not the plans or strategies they are formulating will result in a positive or negative outcome.

There are four main steps in the risk assessment process:

1. Start by identifying the risk and the threat it is perceived to present;
2. Evaluate the likelihood that the risk will result in a loss (physical loss, reduced sales, etc);
3. Determine the best-case and worst-case scenarios; and
4. Use the information you’ve gathered to estimate the actual risk or damage you can expect.

Let’s say, for example, you run a large automobile insurance company. You want to set a minimum and maximum age limit for the drivers you’ll list on your policies. You will need to use a risk assessment guide to determine the minimum age that a driver must be to obtain insurance with your company. You’ll find that the likelihood of a driver having an accident (the risk) will be much different with a 17 year old driver than with a 40 year old driver. The same applies to the maximum driver age. Perhaps a 40 year old driver will have less accidents than an older 80 year old driver. You’ll have to gather reports and make assessments to determine the best and worst case scenarios for each risk group.

Risk assessment is critical to risk management. Risk management may apply to workplace safety, sales, and even customer service. Do you have risk assessment and management tools in place within your organisation?

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
Free email course “Improve your Management Skills”

We’ve spent a lot of time exploring different management models, but one that should be included at the end of any new project is the debrief cycle. Just as a project begins, it must also end, but it shouldn’t simply drop off the face of the earth without a word.

The debrief cycle gives managers and project leaders the opportunity to review the work that was done and note not only the outcome of the project but the efforts each team member made in bringing the project to completion. During the debriefing process a few different things will take place.

First we’ll ask ourselves questions about the choices we made during the planning and execution phases of the project. You’ll explore to determine whether or not there were things that could have been done differently or more effectively from the start.

Afterwards you’ll review the overall outcome of the project. Did you achieve the desired outcome? Could you have made changes throughout the life of the project to enhance the final outcome?

The debrief cycle gives everyone on the team an opportunity to participate. Each member should be able to ask questions and respond from his or her own perspective. This will enable you to get a better idea of how well your team works not only as a group but as individual members also.

Do you take the time to sit down with your team members and discuss projects as they end, or do you simply move on to the next task? If you’re skipping the debrief cycle you’re missing out on a great opportunity to learn about the things you could do differently in future projects!

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
Free email course “Improve your Management Skills”

There are quite a few variations on the consulting model, but in short each one involves analyzing the needs of your business and formulating a constructive plan for change. The model insures that all members of your organisation are on the same page before work begins; that way no one can claim ignorance if a mistake is made or if the plan for some reason fails to succeed.

One of my favourite consulting models involves six main steps. They include:

1. Clarifying the needs of the business;
2. Outlining a clear agreement amongst all of the participating parties;
3. Gathering information regarding the problem or task itself;
4. Formulating a recommendation based on the problem and the outcome you or your clients expect;
5. Acting as a leader to implement change while making sure your goals are realistic and sustainable;
6. Reevaluating and improving or simply ending the project.

As you can see, the six steps are relatively simple, but in many cases we fail to follow an organised plan and one or more of these steps may be left out. For example, if we don’t include everyone in the group in the planning process we might not have the full cooperation we desire. On the other hand, if we fail to stop and reevaluate the project after a reasonable amount of time we may end up wasting a considerable amount of time and money on a plan that ultimately fails.

The consulting model is designed to encourage managers and team members to consult not only themselves, but their teammates, clients, and files in order to construct the best possible solution to any problem. No one should be left in the dark during this critical process.

Do you have a specific flow chart or method for checking your process as you work? If so, I’d love to hear about it!

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
Free email course “Improve your Management Skills”

The Service Cycle is crucial to the success of any business. Customer service is a skill that should be considered at every stage of customer interaction, not just after a product has been sold. There are five main stages within the service cycle. These include:

• Service Recognition
• Information Search
• Evaluation of Alternatives
• Service
• Post Evaluation Service

Your opportunity for customer service begins at the first point of contact. At this point you must recognize that a need for good customer service exists and address it accordingly. Addressing it may mean searching for information regarding the types of service each individual client needs and then finding alternative methods for providing that service.

As a manager you’ll need to identify which members of your team are best to service the needs of each specific customer. The interaction between customer and service representative provides the opportunity to build a solid relationship, so you’ll want to make sure you’re making a great match in both skill and personality. Even if there hasn’t been any sort of communication your customer service team should be willing and able to touch base with your clients instead of waiting for them to call first.

At some point you’ll need to evaluate whether or not your clients are getting the service they want, need, and desire. That means evaluating not only your staff but asking your client directly. Most clients will offer valuable feedback if asked by someone other than the person they usually work with.

Each step in the service cycle is as important as the next. Take a few minutes to review the files of a few of your clients and determine whether or not they’re getting the service they deserve. Is there room for change?

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
FREE email course “Improve Your Management Skills”

Developed by Robert Dilts, the concept known as Dilts Logical Levels was actually adapted by a series of neurological tests and concepts designed by an anthropologist known as Gregory Bateson.

Robert Dilts took that research and applied it to what is now considered to be a map of the logical levels of change a person goes through when analyzing a problem or process. These levels can be applied on many levels, including personal, professional, and even in social situations.

The six logical levels include:

• Spirituality/Purpose,
• Identity/Mission,
• Beliefs and Values,
• Capabilities/Strategies,
• Behaviours, and
• Environment.

The away an individual feels about himself on each of these levels has a huge impact on the action he takes on a daily basis.

For example, let’s assume you must attend a holiday function at the home of your boss sometime this week but you’d rather go home and spend time with your family. You aren’t necessarily thrilled about the event, but you must choose how to react.

If you’re smart you’ll consider your behaviour before you walk out the door. The way you act will determine how successful you are at work in the New Year. Will you walk in the door visibly disgruntled, or will you put a smile on your face and act happy to be at the party?

Each of these six levels impacts the end result of any situation. The capability/strategy you choose will be a result of your beliefs and values. Your beliefs and values will be a result of how you identify with yourself as a person. How you view yourself as a person is directly impacted by what you feel your purpose in life should be.

Take a few minutes this week to sit back and reflect upon these six levels and where you feel you fit into the grand scheme of things. Look at yourself on both a personal and professional level. I think you’ll be surprised at what you are able to learn about yourself!

Thanks again,

Sean

Sean McPheat
Managing Director
MTD Management Training

Click below for a:
FREE email course “Improve Your Management Skills”