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21st Century Professional Development

21st Century Professional Development Podcast SeriesWelcome to the Twenty-First Century Professional Development series by the Workforce Solutions Group of St. Louis Community College. Workforce Solutions corporate services provides business consulting, performance improvement, and talent development services to organizations throughout the St. Louis metropolitan area.

This series of free weekly podcasts addresses important workplace topics that will give you a clearer understanding of the information, skills and resources you’ll need to successfully navigate today’s complex business and employment environment.

Lean Drives Engagement and Engagement Drives Retail Sales

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
What drove the dehumanization of work that occurred early in the Twentieth Century? Legions of experts developed work processes with little or no regard for individual workers' insights and creativity. The result was "experts know, managers and supervisors tell, and workers do." The early twentieth century mass production operations based on this approach worked, but were also self-limiting as they created dehumanized workplaces, filled with workers who took little pride in craftsmanship.
Lean thinking and Lean work processes can transform "mass production" workplaces into environments where employees take high degrees of pride in the work they do. They are also workplaces with high degrees of employee engagement. When this happens, the payback to the company is significant. Companies with the highest percentage of engaged employees increased operating income 19% and earnings per share 28%, year-to-year. During the same time frame, companies with less engaged employees experienced declines of 33% year-to-year and 11% in earnings. Here are six steps that a company can take to drive engagement and increase productivity and profitability.

Audio MP3, 13:09, 12.3MB, 1-24-2011
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Lean Retailing: Driving Indelible Impressions on the Sales Floor

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
Success in the retail marketplace is directly dependent upon the degree to which employees are engaged in the work they do. The degree to which they are engaged in this work is, in turn, dependent upon the degree to which they have experienced the transcendent joy of engaging in near-perfect encounters with customers. The degree to which they experience these types of encounters can be shaped and supported by managers and supervisors who practice genchi gembutsu - being where the action is - and, as result, are able to provide well-targeted, highly effective support for the work of front line employees, practicing what Lean calls "servant leadership."

Audio MP3, 14:37, 13.7MB, 1-17-2011
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Lean Retailing: A Total Focus on the Customer

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
Success in the retail marketplace depends on the quality of interactions that take place on the floor between sales associates and customers. We'll present examples of sales associate interactions and behaviors with customers that build sales as well as kill sales. Lean thinking and Lean work processes can dramatically transform the behavior of retail store employees and, as a result of this process, provide customers with indelible impressions, the kind of impressions that build sales and drive customer loyalty.

Audio MP3, 17:11, 16.1MB, 1-10-2011
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Lean Drives Focus and Focus Drives Retail Sales

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
Lean thinking and Lean work processes drive high levels of employee engagement and, therefore, are exceptionally powerful tools to use to drive high levels of customer service. They do this by greatly increasing the degree to which employees focus, in very positive ways, on the needs of your customers. And when this happens, you've got very satisfied customers and increased sales.

Audio MP3, 15:48, 14.8MB, 12-20-2010
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Using Lean to Create Indelible Impressions that Wow Customers

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
Lean thinking drives the delivery of indelible impressions; the kind of impressions that really "Wow" customers. It does this by creating a workforce made up of individuals who are continually focused on the work they're doing. This translates into their being completely focused on meeting customers' needs. And when this happens, you've got a winner in the retail marketplace.

Audio MP3, 14:17, 13.4MB, 12-13-2010
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The Power of Indelible Impressions: Lean Thinking and Customer Service

George Friesen, WCD Workplace Performance Solutions Practice Leader for Lean Manufacturing
Learn how companies, especially those in the retail sector, can use the power of Lean thinking to create a workforce that is continually leaving customers with the kind of positive, indelible impressions that build sales and profitability.

Audio MP3, 12:45, 11.9MB, 12-6-2010
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More Job Interview Tips

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
This podcast covers three different types of interviews - panel, serial, and telephone - and some general etiquette for interview situations.

Audio MP3, 12:45, 12.0MB, 11-22-2010
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Informal Networking

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
You need to be prepared to meet people singly and in groups at any time, so working a room is an important networking skill that you will carry into the rest of your career. It will help you to feel more comfortable in any unstructured social situation, so the benefits go beyond just business relationships.

Audio MP3, 14:03, 13.1MB, 11-15-2010
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Managing Stress: How to Cope With Change

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
Stress affects us physically and psychologically, and is generally a result of changes we experience in our lives. We can't control everything in our environment, but we can control how we respond to those experiences. Learning how to manage our paradigms and assumptions, taking care of ourselves physically, practicing one or more stress relieving techniques, and developing a personal support system with people we love and trust can all help with making sure that stress doesn't bring us down.

Audio MP3, 17:07, 16.1MB, 11-8-2010
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Top Ten Beliefs for Business and Career Success

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
The fact is there are many roads to success, but underlying them all is that successful people share certain beliefs about themselves, their colleagues, and their customers.

Audio MP3, 6:29, 6.1MB, 11-1-2010
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What We Don't Know About Generational Diversity

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
Generalizing about generations, as with most other generalizations, enables us to get an overall handle on what to expect from a group of people. We still need to guard against taking a handy generalization as a rigid stereotype. Regardless of when someone was born, we need to learn who that individual is as a person before we start attributing motives, values, and preferences to that person. Treating people as distinct individuals may take some time and effort, but the risks and consequences of stereotyping people on the basis of their birth years are as serious as racial, gender, and ethnic stereotypes.

Audio MP3, 11:40, 11.1MB, 10-25-2010
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Rebound Strategy

Barry Schapiro, WCD Workplace Performance Solutions Practice Leader for Management & Team Development
With the recession coming to an end, and business beginning an uptick, many organizations will find themselves at a disadvantage because they haven't kept up with innovative products, services, and delivery systems.

Audio MP3, 8:48, 8.3MB, 10-18-2010
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KWMU Discussion on the State of the St. Louis Workforce

Rod Nunn, Vice-Chancellor of Workforce & Community Development
Don Marsh with Julie Gibson, Rod Nunn, Gary Stocker and Kimberly Reedus
A discussion about a report on the state of the workforce in the St. Louis and what it means for employment in the region. Don Marsh's guests include Julie Gibson, Director, Missouri Division of Workforce Development; Rod Nunn, Vice-Chancellor of Workforce and Community Development, St. Louis Community College; Gary Stocker, Learning Partnerships Manager, BJC Healthcare; and Kimberly Reedus, Talent Acquisition Manager, Barnes Jewish Hospital. The discussion was on Aug. 23, 2010 on St. Louis Public Radio 90.7 KWMU.

Audio MP3, 50:09, 20.5MB, 9-10-2010
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2010 State of the St. Louis Workforce KMOX Interview with Rod Nunn

Rod Nunn, Vice-Chancellor of Workforce & Community Development, with John Hancock & Michael Kelley
Rod Nunn, the Vice-Chancellor of Workforce & Community Development at St. Louis Community College, was interviewed concerning the 2010 State of the St. Louis Workforce Report (available at http://stlworkforce.org) and the valuable research and critical assessment of the current state of the metropolitan area's economic status provided by the report, including the local business climate, labor market conditions, trends and occupation and skill demand. The interview was on Aug. 16, 2010 with John Hancock & Michael Kelley on KMOX Radio, 1120 AM.

Audio MP3, 9:54, 4.1MB, 8-16-2010
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Are You Paying Attention?

Karin Fowler, WCD, Practice Leader for Customer Service
As a service provider, your main task is to pay attention to the customer and their needs. The goal of businesses every day is to create more value for the customer in hopes of getting and holding on to their business. Doing this is simply stated: create more value, get more money. The job of every employee, directly or indirectly, is about serving customers.

Audio MP3, 6:53, 2.8MB, 7-4-2010
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The Value of Your Employees

Karin Fowler, WCD, Practice Leader for Customer Service
The way to develop a powerful workforce that is passionate about their work is to create an environment where people feel cared about, where people feel valued, where their personal growth is encouraged and nourished, and where every effort is made to build self-esteem and self-worth. Cultivate the inner relationship with your employees.

Audio MP3, 6:16, 2.6MB, 6-28-2010
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Love Your Customers

Karin Fowler, WCD, Practice Leader for Customer Service
In today's environment, it's critical to create and maintain a quality customer experience. Attitude and actions demonstrate to the customer their value to your organization. Here's how to make the customer feel you have all the time for them.

Audio MP3, 6:20, 2.6MB, 6-21-2010
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Go Ahead, Make My Day!

Karin Fowler, WCD, Practice Leader for Customer Service
It's nice to have "satisfied" customers, but it's the "enthusiastic" customer that really counts. Go beyond the Golden Rule of Customer Service to develop customers who stick with you.

Audio MP3, 6:03, 2.4MB, 5-24-2010
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A Workforce Development Perspective on the Recession

Rod Nunn, WCD, Vice-Chancellor for Workforce & Community Development
Rod Nunn shares his view on what to expect about the post-recession economy, workforce trends that will significantly impact the St. Louis area, and the need to use retraining investments to address skills gaps.

Audio MP3, 7:34, 3.1MB, 4-19-2010
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Lean Work Processes and the Health Care Crisis

George Friesen, CBIL Practice Leader for Lean Manufacturing
Health care is in a state of crisis in the United States. Costs are skyrocketing, quality needs to be improved, and access needs to be extended to more of our fellow citizens. The beliefs and practices of Lean manufacturing are being used to meet these challenges. For example, one major university affiliated hospital reported a 37% reduction in the mortality rate in its emergency room following the application of 5S, one of the tools of Lean manufacturing. This podcast describes the ways in which Lean thinking and Lean work processes are being used to transform the quality and efficiency of service delivery in medical facilities around the world.

Audio MP3, 13:00, 5.3MB, 4-12-2010
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The Future Ain't What It Used to Be

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Today's worker encounters a longer workday and more on-the-job stress than ever before. In this podcast learn to identify and cope with common workplace stressors.

Audio MP3, 10:21, 4.2MB, 4-5-2010
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Red Flags in Your Job Search

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Helps listeners recognize (and deal with) the symptoms of depression and lowered self esteem that can result from a prolonged job search.

Audio MP3, 6:27, 2.6MB, 3-29-2010
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Seven Tips for Successful Job Interviews

Barry Schapiro, CBIL Practice Leader for Management & Team Development
This insightful discussion helps job hunters prepare for the all-important interview. In addition to general tips and trends, listeners will learn about the increasingly common behavioral interview techniques and how to best respond to behavioral interview questions.

Audio MP3, 13:37, 5.6MB, 3-22-2010
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Looking for a Job While Still Working

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Is it really easier to find a job when you already have one? Discover the pros and cons of searching while you're still on the job.

Audio MP3, 6:03, 2.5MB, 3-15-2010
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Preparing Your Family for Hard Times

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Both sole breadwinner and dual career families are encouraged to be prepared for the possibility of job loss by developing a family plan for dealing with tough economic times.

Audio MP3, 6:59, 2.9MB, 3-8-2010
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Out of Work - Out of Control

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Those faced with a job loss often feel as if they have also lost the ability to control their own destiny. While those feelings are understandable, this discussion presents a common-sense approach to understanding (and coming to terms with) those things that can - and cannot - be controlled.

Audio MP3, 6:53, 2.8MB, 3-1-2010
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Easing Family Stress During a Job Search

Barry Schapiro, CBIL Practice Leader for Management & Team Development
When you're out of a job, you're not the only one who's under stress. Your family is also stressed, and you need to be sensitive to that. Stress has many symptoms in adults and children, and you need to be aware of them. Good communication is one of the keys to controlling family stress. This podcast provides some tips on how to ease family stress during a job search.

Audio MP3, 11:13, 4.6MB, 2-22-2010
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How to Implement Lean Work Processes

George Friesen, CBIL Practice Leader for Lean Manufacturing
The successful implementation of Lean work processes depends upon the vigorous and visible support of top management, coupled with the knowledgeable and capable support of managers and supervisors. This podcast describes a seven-stage, systematic process for the successful implementation of Lean. The process is based upon the belief that the implementation of Lean depends as much upon Lean thinking as it does upon Lean work processes.

Audio MP3, 13:00, 5.3MB, 2-15-2010
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How Will Lean Make My Company More Competitive?

George Friesen, CBIL Practice Leader for Lean Manufacturing
Reviews the primary benefits of adapting lean, especially its impact on employee engagement and the resulting advantages. It is through an unrelenting focus on driving higher levels of employee engagement (the heart of Lean) that Lean work processes (aka The Toyota Production System) become strongly embedded in the culture of the company and, as a result, drive very significant and sustained increases in both productivity and profitability.

Audio MP3, 14:05, 5.8MB, 2-8-2010
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Why Should an Organization Not Implement Lean?

George Friesen, CBIL Practice Leader for Lean Manufacturing
Many Lean implementation efforts fail and their failure can be traced to three primary factors: First, the leadership team starts the implementation of Lean without an inspirational purpose. Second, the leadership team doesn't really understand what Lean is. Third, the leadership team isn't prepared for some of the significant ways in which their jobs must change as they implement Lean. It is better not to start the implementation of Lean processes if the organization's management team doesn't go in with a total commitment to all that Lean encompasses.

Audio MP3, 14:27, 5.9MB, 2-1-2010
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Two Basic Beliefs that Make Lean Succeed

George Friesen, CBIL Practice Leader for Lean Manufacturing
Over 65% of attempts to implement Lean manufacturing fail and they typically fail because the organizations leaders fail to recognize that Lean manufacturing is about beliefs much more than it is about tools. The two key beliefs upon which Lean depends are that: 1) all work processes are imperfect, and 2) the best way to improve work processes is to tap the knowledge and creativity of line workers. This podcast examines the operational implications of these beliefs.

Audio MP3, 11:09, 4.6MB, 1-25-2010
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Henry Ford: The Father of Lean

George Friesen, CBIL Practice Leader for Lean Manufacturing
In 1950, Eiji Toyoda took a team of managers on a 12-week tour of US automotive plants to learn how to improve Toyota's production processes. What he saw didn't impress him. However, he read two books written by Henry Ford in the 1920s, "My Life and Work," published in 1923, and "Today and Tomorrow," in 1926. In these books, Toyoda found ideas about the nature of work and workers which his company would expertly and diligently apply and, in the process, trigger an industrial revolution. This podcast reviews these revolutionary ideas, developed by an individual who can rightly be called the Father of Lean Manufacturing, Henry Ford.

Audio MP3, 11:59, 4.9MB, 1-18-2010
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What is Lean Manufacturing?

George Friesen, CBIL Practice Leader for Lean Manufacturing
This podcast is the first in a series of six, all focused on ways to ensure that Lean work processes stick. All too often, the impact of Lean work processes is very transient, with the process improvements they brought quickly fading, as old work habits reassert themselves. In fact, studies show that Lean work processes fail at least 65% of the time. But this doesn't have to happen, and this series of Podcasts will provide information that can be used to drive the successful, long term implementation of Lean transformations ... transformations that stick.

Audio MP3, 6:31, 2.7MB, 1-11-2010
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Ten Tips For Business Networking

Barry Schapiro, CBIL Practice Leader for Management & Team Development
In today's business environment, networking is more important than ever. Ten tips on how to be an effective networker are presented in this podcast, chief among them being that networking is about relationships - not using people. Here's how to make sure the right people get to know you. Learn how to set up a network meeting, agenda setting, location, follow up, and more.

Audio MP3, 16:12, 6.6MB, 12-28-2009
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Preventing Employee Burnout

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Employee stress and burnout imperil individual employees and the health of a business. It's often the best employees that experience burnout first or most severely. Burnout can be prevented by some structural and cultural changes in the workplace. Employees can take responsibility for dealing with their own stress. Several approaches are presented on how to deal with stress and avoid burnout.

Audio MP3, 12:47, 5.1MB, 12-21-2009
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Avoiding the Perils of Groupthink

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Working in teams has become the norm in global business. Teamwork often leads to better solutions and decisions, but not always. Groupthink is a danger when dissent is discouraged in groups. Certain group characteristics may lead to groupthink. There are simple ways of dealing with the risks of groupthink. Here's how to ensure that your team's decisions are well crafted and thoroughly vetted.

Audio MP3, 9:40, 3.9MB, 12-14-2009
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Making Meetings More Productive

Barry Schapiro, CBIL Practice Leader for Management & Team Development
How can we make meetings more productive, and how can we decide whether a meeting is even necessary? When meetings really are necessary, consider the use of new technologies to save time and money. When you hold a meeting it should be as productive as possible. One of the simplest (and still the most effective) ways of ensuring meeting productivity is presented. Learn how to keep meetings moving and make something good happen.

Audio MP3, 7:50, 3.2MB, 12-07-2009
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Making Teamwork Happen

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Teamwork doesn't happen automatically when you put a bunch of people in the same room. Teams go through four stages of development, each stage having its own characteristics and outcomes. We can learn how to accelerate team development to get to the highest performing stage quicker. A useful tool for accelerating team development is provided along with other characteristics that help a team be productive.

Audio MP3, 9:40, 3.9MB, 11-30-2009
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Business is Personal

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Everyone brings personal needs to the workplace, and business leaders ignore these needs at the peril of the business' well-being. These needs are outlined in this podcast. Meeting people's personal needs often helps the practical business needs to be met. You can meet people's personal needs by changing the way you communicate with them - and in some cases, not much of a change is needed.

Audio MP3, 11:58, 4.9MB, 11-23-2009
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Generational Diversity in the Workplace

Barry Schapiro, CBIL Practice Leader for Management & Team Development
Today's workplace has as many as four generations working together. Each generation is defined not so much by age as by common experiences and key events. Generational diversity will affect not only recruitment, management, and retention of employees, but strategic planning as well.

Audio MP3, 15:39, 6.4MB, 11-16-2009
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