DEVELOPMENT HANDBOOK
DEVELOPMENT HANDBOOK
1
ยก YOUR DEVELOPMENT MATTERS TO US! You can use the self-development guides to focus on the competency that you would like to work on this year. This is an excellent opportunity to develop your potential! There are countless actions you can carry out to strengthen your competencies. In the following pages you will find guidance and materials that will be useful for your development plan. This tool will allow you to focus on your actions to develop the competency you have selected. HOW TO USE THIS GUIDE Many of the activities we carry out in our daily basis can be an opportunity to develop competencies. You will find options for reading, films and extracurricular activities in this guide that will help you develop behaviors linked to the competency you decide to work on. The activities or reading materials mentioned here, do not need to be the same as those you do or plan to do, but rather useful suggestions. You can either choose some of them or opt for similar activities that you prefer. We also suggest that you bear in mind that developing a competency implies changing behaviors and this takes time, so intent and perseverance are key elements in ensuring successful selfdevelopment. We encourage you to explore this guide and track the activities you choose in your self-development plan. ยกYour success is up to you!
DEVELOPMENT HANDBOOK
2
4 PASSION FOR THE CLIENT CONTENT
Activities
Films
DEVELOPMENT HANDBOOK
Reading materials
Rol model
3
ACTIVITIES Many activities we develop in our daily basis can be opportunities to develop Passion for the client Many of our daily activities are an opportunity to develop our competencies. The following are 7 ideas you can adapt to your own preferences and interests: Several details must be considered to properly organize an event.
EVENT ORGANIZATION
Whether this is a small event or a family one, everything should be harmonious, thought out and implemented in accordance not only with the objectives of the gathering, but also with the people who are coming and their tastes and styles. From a suitable menu to appropriate music, a welcoming place and good attention, everything has to be planned and designed according to the demands and needs of those attending, which have to be taken into account at all times, from the period of organization to the end of the gathering (in order to meet those demands and needs as they emerge during the event). Cooking for others is an act of service.
COOKING
ECOLOGY
In order to really satisfy the tastes of the dinner guests, attention needs to be paid to adapting the menu to their palates and style. In this sense, it is not enough to be an expert cook (in fact, preparing a good dish does not always imply having great culinary qualities), but it is absolutely essential to know the preferences of those who will enjoy the menu and—which needs particular attention—to adapt the ingredients, flavors or spices in a way that satisfies them. Being aware of the vital importance of our surroundings for human beings and performing daily actions that are consistent with this premise is a concrete gesture of service for both our own generation and future ones. Those who assume an ongoing attitude of caring for natural resources are decoding the needs and demands of humanity with respect to its habitat and translating them into suitable, positive, and specific contributions. Caring for the environment implies a change of lifestyle, adapting the way we behave in everyday life. Being aware of this is very important when it comes to achieving the desired objectives.
DEVELOPMENT HANDBOOK
4
COMMUNITY WORK
To carry out community development work in a serious way, the first essential requirement is to conduct an analysis and assessment of the culture, needs and interests of the (direct and indirect) beneficiaries of the activity and to understand them. While “good will” is a necessary element, it is not enough to successfully implement an activity of this nature, because it also needs to be oriented to the community (which in our case would be the customer). Systematically and formally strengthening awareness of the present and future needs and demands of the community in question and incorporating them into the project and the activities to be implemented is an indispensable requirement to be taken into account when making any real community-level contribution.
GARDENING
Changing the focus from the needs or demands of people, the competency in question also comes into play in activities such as gardening. Only somebody who is aware of the differentiated needs of each plant or bush can create a healthy garden. Perseverance in this activity is the result of sensitivity to the daily demands of the small part of nature that the gardener is responsible for. Giving each plant the right amount of water, removing earth whenever necessary, fertilizing, pruning, etc. are specific actions we can include in our daily lives to satisfy the demands of a green space under our care
HOSTING
Beyond the use of protocolary forms (if necessary), suitably performing the role of host requires you to use your own capacity to identify the needs of the invitees and satisfy them in time and with the required high standards, even if alternative ways have to be found to do so with the resources available. With a constant attitude of service, it is essential to be sensitive to the demands of those invited (whether explicit) and do everything possible to satisfy them in the right way and at the right moment.
FORMING A SPORTS TEAM
Beyond good individual performances, all group sports require the team members to pay attention to each other. Being aware of your colleagues can be a key element in achieving a good group performance. Both on and off the field, the players mutually need each other in order to perform their function. The trainers, coaches and personal trainers also must maintain a service-based attitude, attending to the needs of the team. If there is an audience, then it is the “customer” and the team should seek to satisfy it. In the same way, if there are sponsors there needs to be an adequate sporting response to the backing provided.
CONTENTS DEVELOPMENT HANDBOOK
5
Readings Certain readings offer an excellent opportunity to reflect on management skills during changing and uncertain times. Below you will find 3 suggestions.
THE COSTUMER RULES Author: Lee Cockerell
SUCCESS Author: Tom Wise
DEVELOPMENT HANDBOOK
It is increasingly necessary to provide an excellent quality of service if we want our company or business to continue surviving and it is essential to do this if we want to grow. In this book, Lee Cockerell synthesizes in 39 short chapters advice from dozens of years of professional life, mainly learned from working in Disney theme parks, which are recognized for the quality of their attention to visitors. This is a simple book that perfectly complements his book Creating Magic.
What should be done to ensure a sustained increase in commercial productivity? How can we attract and, above all, retain clients? What tools does 21st-century marketing offer us to differentiate ourselves from our competition and achieve advantages that ensure us a privileged position? Tom Wise is one of the main authorities in the area of integrated organizational effectiveness, with an emphasis on commercial activities. In this book he provides the most efficient sales tactics and demonstrates with many examples from real situations that an appropriate customer attention policy is one of the secrets to greater commercial effectiveness. Exito! contains numerous ideas whose application will result in profits for organizations ranging from big corporations to family companies. It also provides practical exercises that help to establish a company’s reality and design action plans.
6
CRAZY FOR THE SALES Author: Facundo de Salterain
Crazy for the sales is aimed at people starting out in the profession, people with more expertise who want to improve their results, and even those doubtful about the opportunity of setting out on a sales career. In a flexible way not devoid of humor, the author offers a series of tricks and resources taken from his vast experience in this area to help readers perform their work not only successfully, but also with joy and pride. The most important sales instructor in the Spanish-speaking world, Alex Dey, has said that this is “An impactful vision of the behavior of successful salespeople. Many salespeople will enjoy this book through a sense of identification; they will learn to enjoy their profession and will know how to modify their sales habits to achieve the desired success. It’s a must for crazy sales fanatics.”
CONTENTS
DEVELOPMENT HANDBOOK
7
Films WHAT A GIRL WANTS Beyond the fictional and comic elements of this film, its leading character (Nick) is the embodiment of a man really concerned with (and engaged in) discovering, interpreting, and satisfying the demands of his “customers”: women. In order to “research” this subject, he dresses up as a woman, uses female products and makes a great effort to analyze and understand the tastes and thoughts of the female gender. The interesting thing is that the character achieves his objective and manages to put himself in a woman’s shoes: he listens to her, understands her, interprets her, and tries to satisfy her. His exacerbated sensitivity to female needs and demands is reflected not only in specific behaviors, but also in a constant attitude of serving and focusing on them, with the aim of improving their wellbeing in a conscious and planned way. BABY BOOM Diane Keaton plays an executive from an important consultancy company who is completely devoted to her work and feels fulfilled by what she does. The twist in the plot comes when she receives a phone call that changes her life: she must go to the airport and pick up an inheritance from her cousin in England, which turns out to be a beautiful baby called Elizabeth. Fleeing the city to provide the baby with a better quality of life, and inspired by having Elizabeth, she starts to develop a new line of baby food to sell. This character is highly focused on the customer, as shown at various moments such as the creation of the new baby food, offering a solution that responds to the customers’ wishes and requirements.
DEVELOPMENT HANDBOOK
8
THE BLIND SIDE Michael Oher is an adolescent surviving on his own and practically without a roof over his head when Leigh Anne Tuohy (played by Sandra Bullock) finds him in the street. When she discovers he is in the same class as her daughter, Leigh Anne insists on getting him off the streets. Without hesitating, she invites him to spend the night in her house. What begins as a generous gesture turns into something more permanent as Michael becomes part of the family despite his very different origins. In his new environment, Michael faces totally new challenges that he must overcome and with the help of his new family he fully exploits his potential both on and off the playing field. Michael’s presence in the Tuohy’s life also makes him discover many things about himself.
CONTENTS
DEVELOPMENT HANDBOOK
9
Role model A role model is a person who has stood out in some way throughout the course of their lives, and whom we can look to in search of a model and a source of inspiration in our own lives. Below we present some information on the exemplary career of a true role model in the topic of change management in times of uncertainty.
MICHAEL DELL (b. 1965) Michael Saul Dell was born on February 23,1965, in Houston, Texas. The son of a dentist and a stockbroker, he studied to be a doctor at the University of Texas in Austin. He had his first contact with computers when he was 15 and while at university, he started a computer company called PC’s Limited in his bedroom. When 19, Michael Dell thought it would be easy to improve the quality of computers and started buying up the surplus inventory of computer sellers. He filled the computers with graphics cards and provided them with harder disk space in order to resell them. The company was so successful that Michael dedicated himself to his business full time. In 1987 the company’s name changed to Dell Computer Corporation and a series of innovations kept driving the company’s competitiveness. Dell applied a made-to-order production method and took outsourcing to its limits to cut costs, parceling out production in dozens of countries. Its cheap computers started to sell in large numbers. The most important and notable thing about this company is the “personalization” of the computer, providing each customer what he or she needs. Thanks to his great customer focus, his great capacity to properly understand their needs and, above all, his great ability to provide excellent solutions, Michael Dell managed to realize his dream. As a result, in less than 20 years the company went from having an annual turnover of USD 6 million to having one of USD 49 billion, with over 40,000 employees of over 170 nationalities. Michael Dell is currently the main figure at Dell Computers, one of the world’s two biggest computer producing companies along with HP.
CONTENTS DEVELOPMENT HANDBOOK
10
DEVELOPMENT HANDBOOK
11