Archive for the ‘EQ’ Category

Earn Customer Trust with Employees who can be Trusted!

Tuesday, May 26th, 2009

There are a number of steps a company can take to build a trust relationship with customers.

According to Deborah Nixon of Trust Learning Solutions. In the Financial Post article of May 26 2009, she lists a few;

  1. survey customers
  2. survey employees
  3. examine strategies and programs against survey results
  4. align communications with trust messaging
  5. recheck changes made in 6 months

According to Nixon, “Employees who doubt the integrity or ability of their organization to cope with challenges will deliver poor customer service”

I don’t fully agree with this statement, although there are certainly lots of problems resulting from companies operating low trust corporate working environments.

A worker may hate their job and their boss and think the company is slimy, but may still do their work. EQ assessments, and over 40 years of studies, show that an individual’s empathy and organizational loyalty, and other emotional intelligence internal and external competencies, will impact the degree to which they follow the rules and do their job, regardless of the level of trust around them.

Testing is a critical component in a high-trust organization that wants to be trusted. Companies must invest real resources to take this path. In addition to Nixon’s excellent advice about surveys etc.,  companies need to recruit and retain people who have been assessed, and will likely be suited to their roles. This is the way to peak performance in an organization.

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Peak Performers will love the new Scotiabank Executive Compensation scheme!

Friday, May 22nd, 2009

Peak Performers will love the new Scotiabank Executive Compensation scheme!

According to the Financial Post of May 20 2009, under the new compensation plan, investment bankers at ScotiaCapital will win in the long run if all stakeholders, including the bank and its shareholders, also win in the long run.

The Financial Post outlines the details, and asserts that there may be a rush for the exits if other Bay St. firm don’t head down the same path as ScotiaCapital.

While the world’s big financial institutions cope with stress tests (the Federal Reserve Stress Test guide is here) zenPeak has another thought…

Why not test staff for how they respond to stress with a comprehensive Emotional Intelligence profile from zenPeak?

It’s a proven methodology to discover the EQ and get some awareness on how someone will perform in their job. Take a look at the core competencies that bring peak performance on Bay St.!

salespersoncompetencies1

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One alleged Fraudster returns to the US, the other goes missing!

Thursday, February 19th, 2009

bootsWith his cowboy boots stuffed with cash, platinum, a fake passport in his own alias name and swiss bearer notes, the dimwit alleged mortgage ponzi schemer Christopher Warren took a cab from Toronto airport to the US border.  Huffington Post reported that as Warren was on his whirlwind adventure, he showed flight crews a stash of gold.

I’m not sure these were the boots Warren was wearing (they are gorgeous huh?) when he got busted at the border, but  “Court documents alleged they defrauded investors and mortgage companies of $100 million since 2006. The fraudulent deals involved 500 homes and condominiums in California, Florida, Nevada, Illinois, Colorado and Arizona”   ——-

News today that Venezuela seized Stanford Bank , reminded me that Allen Stanford is missing after allegedly scheming 8 Billion out of  50,000 customers. Huffington Post reports that Stanford’s damage could match the Madoff ponzi scandal, and lists the “most shocking” allegations…

  1. Stanford posted identical returns two years in a row, in 1995 and 1996, indicating the fraud has been going on for at least 13 years.
  2. Stanford and CFO James Davis have “wholly failed” to cooperate with the SEC investigation.
  3. There was no army of analysts combing through Stanford’s multi-billion-dollar portfolio. Rather, the only research conducted on companies in which he was investing came from Stanford himself, and CFO James Davis.
  4. Stanford told at least one client that the SEC was freezing CDs, a blatant impossibility.
  5. Stanford lost money from the Madoff ponzi scheme, “despite the bank’s public assurances to the contrary.” One analyst puts the loss at $400,000.
  6. Despite repeated calls from the SEC to Stanford’s Antigua-based accounting firm, the accountants never answered their phones.
  7. And as if the SEC couldn’t put it any clearer, Stanford’s public statements about its investments “are false.”

Bloomberg reports that Michael Zarich, a senior investment officer with Antigua- based Stanford International Bank, in a sworn deposition, described how “Stanford told investors the program had positive returns for periods in which clients actually lost money. The firm claimed a return of 18.04 percent in 2000 when actual investors lost as much as 7.5 percent, according to the complaint. In 2008 client pitch books, Stanford presented hypothetical data under the heading “Historical Performance” alongside the audited 2005 through 2008 figures, the complaint said.”

- Frank Abrams is the founder of  zenPeak Inc.,  helping companies find and retain peak performers.

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Broker bails out on his position of trust

Wednesday, January 14th, 2009

Marc Schrenker was picked up by police in a KOA campground today.  His alleged scheme to fake his death by calling in a distress message, and then parachuting to freedom out of his airplane didn’t work. He is alive to deal with some of the mess his life has become.

Apparently, he was involved in stealing commissions, but at this stage, maybe the kindest thing to do, until the facts emerge, is to say his life was unraveling. His wife had recently filed for divorce, and his father had just passed away.

Someone accustomed to $1,000 suits, private planes, fancy cars and club memberships, can often have a hard time when it all comes “crashing down”. Victims of the Madoff scandal have killed themselves out of despair.

How a person deals with these challenges and choices in the workplace is best understood with EQ testing and assessment, based on the science of axiology.

Luckily, Schrenker wasn’t hurt when he parachuted out, and no one on the ground was nearby when his plane landed in a swamp.

If a person, like Mr. Schrenker is alleged to be, had been EQ tested and assessed using the zerorisk system, prior to being hired, I believe they would have been identified as a poor fit for a position of trust, with a potential for theft and embezzlement.

- Frank Abrams is the founder of zenPeak Inc. , helping companies find and retain peak performers for high-trust and high-integrity positions.

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