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New Habits-New Goals Pilot Programme in January

photo-2-francis-wade-jacsa-certf-graduation-cYes, You CAN Acquire the Habits That The Best Professionals Use to Achieve YOUR Goals in 2008

How?  By learning the techniques they use, you can analyze your own style of productivity in order to build a plan for steady improvement starting now, and extending through the rest of your career.  You can even teach yourself these techniques for free starting right now, if you wish…

For more details on the New Habits-New Goals pilot programme in January, 2008 please visit http://fwconsulting.com/newhabits

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Interview with Roger Bell, GM

Trinidadian Executive Thrives on Cultural Differences

 
Some Trinidadian Executives are having success in overcoming the cultural differences they find in Jamaica.
 
Roger Bell, General Manager of Confectionery & Snacks (Jamaica,) a subsidiary of Associated Brands (Trinidad) has found success in leading a Jamaican company, in a country that he had never visited before assuming the post.
 
In a recent interview with Francis Wade of Framework Consulting, Mr. Bell described the learning process that he put himself through as a new GM in a new country.
 
“I spent the first few months learning the culture” he said, once he realized that there were significant differences between the work culture he was used to, and the one he was entering.  By becoming a virtual student, and allowing the workers to show him what he needed to learn, he was able to gain a measure of trust that has allowed this privately held company to more than hold its own in a competitive market.
 
“Small things made a big difference” he said, including the importance of attending funerals, being humble and demonstrating a willingness to be active in the lives of his workers, and their communities.  “These are difficult things to explain to Trinidadian managers, who have a much more hands-off relationship with their workers,” he continued.
 
Mr. Bell said that he is walking in the footsteps of one of his mentors, the late George Philip, who came to Jamaica from Trinidad some thirty-five years ago and never returned.  His recent death was mourned by thousands. Some of the advice he gave to Bell is still being used by him today, and his hope is that this interview and other research efforts will enable executives moving to work in Jamaica to be successful, regardless of their country of origin.
 
The interview is available in its entirety by visiting this Interview Link with Roger Bell, or by sending email to[email protected]. 
To those who have already subscribed to the triniexec list, send email to [email protected] for instructions.
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GraceKennedy CEO to be Interviewed Live at HRMAJ Conference

Framework Consulting Inc., Kingston Jamaica
Contact: Francis Wade 954-323-2552 / 876-880-8653
FOR IMMEDIATE RELEASE
 
GraceKennedy CEO to be Interviewed Live at HRMAJ Conference
 
HR Professionals to Listen in as Douglas Orane Explains the Role of HR as a Strategic Asset
 
Grace Kennedy CEO, Douglas Orane, is due to close out the first day of the upcoming Human Resource Association of Jamaica conference with a frank interview covering a variety of topics of interest to human resource professionals.
 
Approximately 500 participants will be on hand on November 16th to hear him describe how the human resource function can rise to the occasion and play a critical role in many of the challenges that companies face in the world.  His perspective will be invaluable for attendees to hear, as they seek to shape their agendas and careers according to the perspective of their own CEO’s.
 
Mr. Orane, who holds both the Chairman and CEO roles after some 26 years with the company, is well-known as a former President of the private sector Organization of Jamaica (PSOJ,) as well as the four and a half years he spent in the Senate.   In 1998, he chaired a taskforce to examine the levels of waste in the public sector, resulting in a list of recommendations known as The Orane Report.   
 
Francis Wade, President of Framework Consulting, will be conducting the interview, which is slated to run for an hour.
 
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About Framework Consulting
 
Framework Consulting Inc., a Florida-based company with an office in Jamaica, is a management consulting firm with an emphasis on solving the most difficult people problems in the corporate Caribbean.  It creates customized interventions that are targeted to produce results, using combinations of workshops, coaching, training, change management and corporate communications.  To learn more, go to www.fwconsulting.com.
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Francis Wade to Speak to Graduates at JaCSA Certification Graduation

 

COMING: A NEW FOCUS ON CUSTOMER EXPERIENCE
 
Companies are betting that a new focus on “experience” will help them better serve local customers
 
One of the major trends in the world of customer service seems to making in roads in Jamaican corporations.  Instead of merely serving customers, companies are hoping that by going after a precise experience they will be able to motivate employees, raise standards and provide customers with more of what they are looking for in their interactions with companies.
 
Local companies such as Scotiabank, Cable and Wireless and Victoria Mutual have all recently appointed high level executives in charge of “Customer Experience.”  They understand what many companies are trying to grasp: the customer’s experience is impacted by every single “touch-point” or interaction they have with a company, including their website, the front-line staff, how they pay their bills or make deposits, and even what they see in their advertising.
 
On November Wednesday 21st, Francis Wade of Framework Consulting will be addressing the Jamaica Customer Service Association’s International Certificate Graduation, and will be describing this important shift in emphasis that is already positively impacting service standards in the Caribbean region.
 
According to Wade, “Employees across the board are finding it much easier to appreciate this new approach.  Companies are finding that they can tap into an employee’s understanding of “experience” more easily than they can describe to them what happens in some far away company they have never visited.”
 
“Managers that are still talking about Walt Disney or the Ritz Carlton are speaking over employee’s heads, and are having a hard time relating to their daily experience of the service they experience from their minibus driver, post office, bank and grocery store.”
 
By adapting this new best practice, local companies are able to do what many companies around the world have done, and start with a set of “target experiences” that the company has decided will support its brand.
 
Once these experiences are defined, they are translated into standards at each “touch-point.”  Employees are taught how to deliver these experiences consistently, and how to monitor the customer’s reaction with a combination of advanced interpersonal skills and personal intuition.  
 
Websites are tweaked, process are changed –all in order to produce the particular experiences.
 
Wade said “Managers who think that they can motivate employees by speaking about the service they experienced at their last trip to Sandals are mistaken.  They don’t appreciate that a major reason that front-line employees deliver better service in North American companies, for example, is that they have many, many examples of good service that they have seen first hand.”
 
“They merely have to copy the service levels that they see every day.  In Jamaica, employees cannot do the same, and their job is much, much harder.”
 
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About Framework Consulting
 
Framework Consulting Inc., a Florida-based company with an office in Jamaica, is a management consulting firm with an emphasis on solving the most difficult people problems in the corporate Caribbean.  It creates customized interventions that are targeted to produce results, using combinations of workshops, coaching, training, change management and corporate communications.  To learn more, go towww.fwconsulting.com and http://www.jacs-association.org/events.html
conference-flyer-2007
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TV/Radio Interview for HRMATT Conference

Update:  The audio of the HRMATT speech can be downloaded from http://www.archive.org/details/2007ConferenceSpeech

 

 

On Tuesday, October 9th 2007, Francis Wade of Framework Consulting was part of an interview conducted by Fazeer Muhammed and Jessie-May Ventour of channel CNMG in Trinidad.

Alvin Day, motivational speaker, was also interviewed on the broadcast which was carried over television and radio, and lasted just under an hour. 

They were both being interviewed for their part in the upcoming HRMATT Biennial Conference 2007.

Click on the link below to be taken to part 1 of the interview.

http://www.archive.org/details/RadiotvInterviewReHrmattSpeech2007

Click on the link below to be taken to part 2 of the interview.

 http://www.archive.org/details/RadiotvInterviewReHrmattSpeech2007Part2

 Comments on the interview can be made on the company blog at http://fwconsulting.blogspot.com/2007/10/audio-recording-of-tvradio-interview.html