Exceptional customer care environments Graduates in the Creative Age Nick de Jong People Process Technology.

Exceptional customer care environments

Graduates in the Creative Age

Nick de Jong

People Process

Technology


• The need expressed

• Millennials

• Left brain-right brain– Self evaluation

• Solutions

Agenda


Agricultural Age 5000 years

Industrial Age 130 years

Knowledge Age 25 years

Creative Age ??

Creative Age


• Industrial age invention

• College system - prepare people for jobs

• Need to reinvent itself??

• Grant degrees??

What is the new work force?

Mass Education


Tom Peters www.youtube.com/watch?v=h_w4AfflmeM&feature=channel

www.youtube.com/watch?v=fHqv6IWVfvo

Shift Happens ..\My Videos\didyouknow - best version.wmv

Ontario in the Creative Age

Conference Board of Canada

Daniel Pink

Creativity? Says who?


• Industry needs innovation

• Traditionalists at the top are impeding change

• Women have better skills for innovation

• Education is not helping

What are the Messages


• Traditional Jobs are moving to 3rd world

• A “job” as we know it is disappearing

• Technology is changing rapidly

• New information is exponential

• The internet is everywhere

What are the Messages


The rise of the creative age presents us in Ontario with two great challenges:– How do we guide the development of our

economy so that we are moving increasingly to one that is characterized by creativity oriented occupations?

– How do we design as much creativity into occupations that are currently routine-oriented?



• Increase creativity in all jobs

• Be the world’s first jurisdiction where creativity-oriented occupations account for half of all jobs

• Strengthen creativity skills through our education system

• Market Ontario as a creative province



Analytical

Social intelligence

Physical

Three value skills


• determining how a system works and how changes in conditions will affect the outcome,

• developing and using rules and methods to solve problems,

• and quickly and accurately comparing and contrasting patterns or sets of numbers.

Analytical skills


• Abilities in understanding, collaborating with, and managing other people.

• Ability to assess the needs and perspectives of others to facilitate negotiation, selling, and teamwork.

Social intelligence skills


• Complex thinking skills that are essential for assessing fluid, ambiguous human situations – such as deductive reasoning, the ability to apply general rules to specific problems to produce answers that make sense, or judgment – and for decision making.

• Oral and written communication skills.

Social intelligence skills


Work with high content of:

Analytical skillsIncreases $18,700 from lower to higher content

Social intelligence skillsIncreases $25,100 from lower to higher content

Physical skillsDecreases $8,100 from lower to higher content

Relative Rise in Income



• Employability Skills 2000+ include:– Communication– problem solving– positive attitudes and behaviours,– adaptability– working with others– science, technology and mathematics

skills.



• Honing the Skills– know yourself and get feedback– identify and reflect on your skills– plan skills development activities– implement your development plans

and practice your skills– document and market your skills for

success


Millennials


more violent and risk prone?– Teen crime down 70% last 10 years

more emotional problems?– Suicide rate on steep decline

Parental influence declining– 9 of 10 say trust, feel close to parents

Millennial Myths


Don’t care about others– Volunteer activity up by 30% over

boomers

Not doing as well in school– Average SAT score highest in 30 years– 73% want university degree– Grade school scores are rising

Millennial Myths


University Opinions – Star article– Wikipedia generation is lazy and

unprepared for university's rigours– Under resourced secondary school system– work ethic is not what it used to be

Are we offering what they need and want?

Millennial Myths


“The children now love luxury. They have bad manners, contempt for authority; they show disrespect for elders and love chatter in place of exercise.”

Plato circa 400 BC

Millennial Myths


Multi media upbringing – Learn holistically rather than sequentially– Visual rather than readers– Multi-taskers – low attention span– Time and performance pressure– Consumers - want to buy education how

they want - customized

Link to Millennials


Activities must be:– Educational – web knowledge, Wikipedia– Entertaining – game oriented, Visual– Extravagant – Bling, eye catching, pleasing– Encompassing – socially inclusive– Engaging – interactive, group oriented

Link to Millennials


• “Money” jobs: a means to an end (usually paying for post-secondary education, a car, basic living expenses) until they leave post-secondary; or something they are “stuck” in

• “Careers”: aspirations are for a “lifelong career” (less and less about a single employer or company)

Millennials


• “Money” and “Careers”: want a diversity of experiences – and while focusing on stability they put increasing emphasis on developing new skills, knowledge

• Expect to be working at a whole range of jobs

• Many have aspirations for owning own business

Millennials


• Daniel Pink suggests more left brain / right brain balance

• Social Intelligence skills are associated with the right brain

• Tom Peters on women as entrepreneurs– Better connection between left and right brain– Joseph LeDoux

A Whole New Mind


– Logical , detail oriented, facts rule – Words and language, math and science– Reality based, practical, knowing– Can comprehend, knows object name – Acknowledges order/pattern perception– Forms strategies, safe

Left Brain


– Feeling, believes, imagination rules – "big picture" oriented, spatial perception– Symbols and images, philosophy, religion– Can "get it" (i.e. meaning)– Fantasy based, presents possibilities– knows object function – Impetuous, risk taking

Right Brain


Dancerwww.news.com.au/heraldsun/story/0,21985,22556281-661,00.html

www.blogthings.com/areyourightorleftbrainedquiz

www.blogthings.com/areyourightorleftbrainedquiz

Self Test


Pink suggests 6 exercise areas:– Design – aesthetics (form follows function)– Story – information as narrative– Symphony – Synthesis (the big picture)– Empathy – understanding feelings– Play – Joy in doing - humour - fun– Meaning - Spirituality

A Whole New Mind


– Industry moving from product to service– The need for creativity– Creativity is a predominantly right brain

function– Millennials are lateral thinkers - broad rather

than deep– Students want more choice/customization

Common Theme


Professional Edge– Know yourself:

• Personality Type (preferences)• Personality Style (emotional responses)

– Emotional Intelligence (naming your emotions and recognizing them in others)

– The power of language (NLP)

Enhance Social Intelligence Skills


Professional Edge:– Create a profile of self– Use of social networking for work search

• (My Space, You Tube, Face Book, Twitter)• 6 degrees of separation

– Create a video promoting profile and skillshttp://www.youtube.com/watch?v=37An1_97ku8

Work place game (BDL)

Enhance Interpersonal Skills


Thank you

Exceptional customer care environments Graduates in the Creative Age Nick de Jong People Process Technology.

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