Executive Matters

April 2003

"WE KNOW WHAT WE ARE, BUT KNOW NOT WHAT WE MAY BE." --William Shakespeare

TAKE THE AMA 2003 SURVEY ON E-MAIL
E-mail has changed the way information is exchanged in the business world today. This short survey examines how you use e-mail at work and whether your company has written and enforced any e-mail policies. Results will be posted to AMA's Website in May.

To take the 2003 survey, go to survey.amanet.org/prod/2wGOF/Link.html.

VIEW THE RESULTS OF THE 2003 ECONOMIC CONDITIONS SURVEY
American business people are more pessimistic about the U.S. economy than they were one year ago. And more than 60% believe that conflict in Iraq will have at least a moderate impact on their businesses. For details, go to: www.amanet.org/research/index.htm.

In This Issue

TIPS FOR BUSINESS TRAVELERS

SEVEN PRINCIPLES FOR LEADING EFFECTIVELY DURING CHALLENGING TIMES

MANY WAYS TO SAVE ON TRAINING WITH AMA

UPDATE: WHISTLE BLOWERS IN THE AGE OF SARBANES-OXLEY

12 CUSTOMER SERVICE "DON'TS"

SPRING AHEAD--TAKE THE APRIL AMA MEMBER CHALLENGE FOR A CHANCE TO WIN A FREE AMA SEMINAR!

WHERE THE RICH LIVE

CHECK OUT OUR ALL-NEW "TRAINING ZONE!"

MEMBERS-ONLY BOOK OF THE MONTH: "MANAGEMENT STRIPPED BARE--UNDERSTANDING BUSINESS AS IT REALLY IS," BY JO OWEN

TRAIN EIGHT OR MORE EMPLOYEES WITH ON-SITE XPRESS SEMINARS: EFFECTIVE, ECONOMICAL AND RIGHT AT YOUR FACILITY!

 

red dot TIPS FOR BUSINESS TRAVELERS (FROM AMA'S TIMELY NEW SERIES, "MANAGING DURING THE WAR")
A bit of pre-planning can go a long way toward making your trip as safe and productive as possible. Make sure to bring along the following:

  • A boarding pass, ticket or ticket confirmation, such as a printed itinerary, as well as a government-issued photo ID. Children under the age of 18 do not require an ID. At some airports, only boarding passes will be accepted to enter the passenger checkpoint.
  • A detailed itinerary including your flights and contact information with family and business associates.
  • An extra copy of your passport and credit cards and leave copies at home in case they are lost or stolen.
  • Extra medication and a copy of your prescriptions.
  • Non-perishable snacks in case of extensive delays.
  • Evidence verifying you have a medical implant or other device if it is likely to set off the alarm on the metal detector. Although this is not a requirement, it may help to expedite the screening process.
  • Make sure you have removed prohibited items such as pocketknives, metal scissors with pointed tips (metal or plastic scissors with blunt tips are permitted), and tools from your carry-on baggage.
For additional tips for business travelers, click here.

red dot SEVEN PRINCIPLES FOR LEADING EFFECTIVELY DURING CHALLENGING TIMES
In today's turbulent economy, leaders need to become more resilient at handling the extremely high demands of their jobs and the ever-changing business landscape. These seven principles will help you sharpen your leadership skills so that you'll be better equipped to handle any challenge that comes your way. Here are two:

Principle #1: Clarify your direction Direction consists of where you want to end up, both personally and professionally. It provides purpose, energy and hope, along with a criterion for making decisions. Clear direction, personally and organizationally, provides the energy needed to overcome obstacles.

Principle #2: Step into your incompetence One of the greatest challenges of leadership is that although a leader may want others to perceive him as some extraordinary leader who has all the answers, the reality is that leaders do not have the answers; rather, they are adept at finding the answers and then moving forward. Sign up for projects that will force you to stretch and learn new skills. Ask others on the project team to hold you accountable for your results.

For more, please click here.

 

red dot MANY WAYS TO SAVE ON TRAINING WITH AMA
***Save up to 50% on Selected AMA Seminars this Spring***
You can attend selected sessions of some of AMA's most popular seminars at big savings this Spring and save $1,000 or more. Click here for a complete listing of available seminars and then call 1-800-262-9699 to register. But hurry. Space is limited and seats are filling up fast.

***"Three for Four" from AMA***
Here's a way to save up to $2,000. You send us $4,000 and we send you three coupons. Each coupon is good for attendance at any AMA seminar in the United States that's from one to four days long. Use all three coupons yourself, or share them with your colleagues. Coupons may be redeemed for sessions scheduled through December 31, 2003. Call 1-800-262-9699 for more information. This offer cannot be combined with other discounts and promotions. Restrictions may apply.

***Register for any session...and bring a friend for 25% off***
Or bring your boss, colleague, team member or direct report. Anyone registered or registering for any AMA seminar that takes place between now and December 31, 2003, can bring a companion to that session for 25% off the applicable member or non-member price. Savings range from $300 to $1000 and more. Call 1-800-262-9699 for full details.

red dot UPDATE: WHISTLE BLOWERS IN THE AGE OF SARBANES-OXLEY
Today, having a whistle blower program in place is no longer a luxury for public companies. The Sarbanes-Oxley Act requires boards of directors to create a confidential avenue for employees to air their concerns and then to review the allegations in a timely manner. Here are some tips for jump-starting a whistle blower program.

  • Nurture open communications
    Organizations that have an open culture will have a greater chance at creating a more effective program. HR directors should set performance standards linked to ethical and open communications.
  • Set up a hotline program
    Employees should be able to remain anonymous if they choose to, and that there is going to be a prompt and skilled investigation in response to their allegations. If they don't think that's going to happen, or if they fear retaliation, chances are they won't report suspicious activities.
  • Educate board members
    It is the responsibility of the audit committee to address employee concerns about financial reporting and accounting. In order to perform these new responsibilities, some of them may need additional education.

red dot 12 CUSTOMER SERVICE "DON'TS"
Once a customer is lost because of poor or indifferent service, it's very difficult to win him back again. If you want to hold on to your customers, avoid these "don'ts" (from Barry Thomsen, Publisher/Editor of Small Business Idea-Letter and Small Business Consultant).
DON'T...argue with a customer. You can lose two ways-the argument and the customer.
DON'T...forget to say "thank you" after each sale or order.
DON'T...ignore anyone who enters your store or business.
DON'T...leave anyone on hold for more than a minute without checking back with him.
DON'T...promise things you can't or won't deliver.
DON'T...let your phone ring more than four times before you answer it.

red dot SPRING AHEAD--TAKE THE APRIL AMA MEMBER CHALLENGE FOR A CHANCE TO WIN A FREE AMA SEMINAR!
Congratulations to our March FREE seminar winner, Jeffrey J. Trapp, of UMG Manufacturing & Logistics, Grover, NC. Mr. Trapp answered all five AMA Member Challenge questions correctly and was then chosen at random from the total number of respondents who answered all of the questions correctly.

To take this month's Challenge: Simply answer all five AMA Member Challenge questions (based on current business events) correctly and complete the entry form. (The seminar must be from 1-4 days in length and be held in the U.S. only. Multi-unit programs and seminars #1534 and #16502 are excluded).

red dot WHERE THE RICH LIVE
If you're wealthy and well educated (or just want to live among those who are), pack up the family and move to Potomac, Maryland, which boasts the highest median household income in the U.S. ($112,452) according to the latest statistics.

In second place is Westport, CT at $110,413. The Midwest boasts the next two highest-earning communities: Highland Park, IL and Bloomfield Township, MI. While only 8.9% of Americans have graduate degrees, in Potomac 44.2% of the residents have one.

red dot CHECK OUT OUR ALL-NEW "TRAINING ZONE!"
We've just completely updated The Training Zone section of AMA's Website-and it's chock-full of tips, articles and creative ideas of special interest to everyone involved in training. Articles include advice on "looking neutral" when you are called upon to help resolve conflicts, tips on how to select appropriate training programs and leverage the training experience for optimal results, an examination of what it means to be a "learning organization" and much more.

red dot MEMBERS-ONLY BOOK OF THE MONTH: "MANAGEMENT STRIPPED BARE--UNDERSTANDING BUSINESS AS IT REALLY IS," BY JO OWEN
According to management expert Jo Owen, "There is no single rule of success. Instead, there are a thousand small things that a manager can do right or wrong every day." In "Management Stripped Bare," Owen chronicles what consistently does, and does not, work in the situations managers face every day. The result is a straight-talking, invaluable survival guide for managers. To read a sample chapter.

red dot NEED TO TRAIN EIGHT OR MORE EMPLOYEES? CHOOSE AMA ON-SITE XPRESS SEMINARS: EFFECTIVE, ECONOMICAL AND DELIVERED RIGHT AT YOUR FACILITY!
Enjoy substantial T&E savings and reduce employee time away from the office. Train 8 or more people at a lower cost per participant. Select from over 30 of our most popular On- ite seminars in managerial skills, project management and finance-each offered in one-, and two-day formats for maximum flexibility.

For more information, just call us today at 1-800-854-4493.

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