To enhance the engagement of elite staffs Part2

“When I got into JAL management as the chairman, one of the tough parts is ‘educating top management.’ In other words, how to implement the business philosophy to them. The majority of philosophy consists of the ethical values and disciplines. They are somehow like words and phrases that mothers tell their children. So those top leaders with excellent educational backgrounds tend to look down on those philosophies and they did not want to conduct those practices.” Mr. Inamori*, the honorary chairman of Kyocera, shared his experiences with Seiwajuku members.

The fundamental tips are as follows:

Let me explain one by one. I would like to refer to Nick’s words with “”.

3 Communicating your feelings instead of blaming him

“….We went to America after our sales promotion to Europe. I tried to take an order while visiting customers, but we could not even get an order. At that time, Mr. Inamori shed tears when he said to me, ‘Nick, we have no orders.’ It was very much surprising to me as I had different perspectives for sales promotion. It was the first time to visit customers in Europe and the United States. Of course, it would be nice if we could get an order from the beginning, but I thought that we should introduce us and our products, gradually develop the trust and finally get an order. However, Mr. Inamori was different. Even on his first visit, he was eager to take an order anyway. There was a difference in our approaches. At that time, I thought again, ‘Mr. Inamori is amazing.’I myself did not consider our visit with that kind of perspective, which means the strong desire accompanied by tears. When I saw Mr. Inamori who shed tears, I was surprised in a sense, and at the same time, I really thought, ‘This guy is amazing.’ Isn’t there any salesman who goes on a business trip with such a strong desire?”

>>>We can add to this story a very insightful interpretation. An interpreter is very important for business negotiations and communication with foreigners. It is important that the interpreter really understands the business and accurately understands the speaker’s intentions. After understanding what the speaker really wants, he chooses the words and translates them appropriately.

Nick’s role was an interpreter. However, I think Mr. Inamori felt that his enthusiasm had not been fully conveyed to the counterpart, their customers. When Inamori saw the reactions of the customers, he might have thought that his passion could hardly be passed to the customers.

At that time, Mr. Inamori did not blame Nick, the interpreter. “Why don’t you translate my enthusiasm well? You are an idiot !” Inamori didn’t blame Nick in that way. Instead, Inamor  called Nick’s name and conveyed his feelings. Mr. Inamori told Nick that he really wanted to take an order, he made a sincere effort, and yet he didn’t get through, which is a shame for him. Inamori simply told this by shedding tears. By doing this, Nick spontaneously revised his attitudes as an interpreter and got himself more motivated to achieve the goal Mr. Inamori set out.

4 Never fail to give compliment for the good performance

Nick was able to tour the inside of the client’s factory in the United States.

“… I put together all the things I observed at the factory in a report. I think the report at that time had about a dozen pages. I usually don’t take notes, but at that time I precisely took notes. After returning to the hotel, I revised notes and summarized them in a detailed report. What kind of parts and how the product is used, and what is important in making the product. I sent the report to Mr. Inamori. I heard later that Mr. Inamori who read my report was very much impressed, shed tears and commented in front of others. “To have us develop our best product to satisfy that client, Nick made such a wonderful report… “.

>>>Mr. Inamori generously praises the achievements and performance of the staff. In fact, I think that tears came from the bottom of his heart. Nick did such a wonderful job, not because Nick has an excellent academic background, but Nick was an excellent person, he realized humbleness, understood that he should work for everyone, and worked hard to do what he could, which impressed Mr. Inamori. ..

For instance, think about a president who complains that his staff’s performance is poor. I ask that president, ” Assuming ten assignments that staff has done in a day, how many assignments out of ten could be satisfactory? I think one or two can be acceptable to you even though you think he is an idiot and performs poorly. For the good jobs, do you usually give him positive feedback? “

The President says,” No” This is far from motivating the staff.

Let me tell you another example of a couple. the wife, who said that the marriage relationship with her husband could no longer be repaired and that she could not be with such a selfish husband. I ask her “When your husband helps you in looking after children and house works, have you ever said to your husband, ‘I’m glad you did that’, haven’t you?” She usually says “No.”

Husbands, most cases, are willing to help wives. However, they can’t do the work in ways wives wish to do. This is just a matter of communication but most of wives are stressful and complain to their husbands “I’m always busy. You do nothing to help me.”

To sum up, there are four tips in training and educating so-called elite staff.

 1 Understanding the justice (value standards) of that staffs

2 Helping the staff to release his emotions

3 Communicating your feelings instead of blaming him

4 Never fail to give compliment for the good performance

In addition to the above, Nick said, “ Inamori was a natural born “good guy” who knows what are good things and what are the bad practices to be conducted as a human being. That’s very important.”

I would like to highlight the criteria which, Mr. Inamori believes, distinguishes good guys from others.

Always be positive and constructive.

Also, be cooperative in thinking about working with everyone.

Mr. Inamori added, a positive guy has something like this, in a nutshell, a “good mindset ” and to ” be ready to do good practice as a human being.”

In many cases, those who are smart, have a good academic background, and have a career become the business top, presidents or CEOs. Such a president most likely is Nick’s type.  Therefore, I think it is necessary for the president to be able to get educated and trained, as Nick experienced with Inamori in the above episodes.

Further queries or doubts, please email to ytomizuka@abrilsjp.com

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