Category Archives: Blog

The ‘BackBrief’ As A Business Communication Tool – TERRY WILLIAMS

What is a ‘BackBrief’? I first encountered the concept running a delegation workshop for a prestigious law firm.

The point of delegation is to drive optimal productivity, right. The lowest cost resource that can do the work should be assigned to do that work. The high-cost resources such as the partners, specialists and so forth should be doing high value work. Those in supervisory roles need to be delegating effectively, using systems to ensure work is done to standard, to time, and on budget.

There’s a lot that I could write about delegation and perhaps will in future but, for now, I want to focus in on one person. That person is a senior solicitor in that firm. He knew at a logical level that he should be delegating but his personality was such that he struggled. “No one can do this as well as me”. “Even if someone could do this as well as me, it won’t be the way that I would do it”. “Look, it’s just quicker and easier if I do it myself”.

Obviously those are just excuses and you can probably counter those excuses yourself. It’s short-term thinking, ultimately unsustainable, and certainly not optimal productivity. He was however able to cite several instances where he’d assigned work that ended up being poorly done, or not done at all, due to a lack of understanding on the part of the people being assigned the work. You could argue that adult professionals should not go around nodding that they can do a task when they aren’t sure. You could assign blame to the delegator who is ultimately still accountable for the work and its quality and timeliness. Better is to implement a simple system that invests a small amount of time upfront that ensures there is accurate understanding or there isn’t. Another lawyer in the room was ex-military and she introduced us all to the concept of the ‘BackBrief’.

‘BackBrief‘ is exactly what it sounds like. The person or people receiving the instructions give a synopsis of the instructions they just received. The person originally giving the instructions can then determine whether the message was received properly. If it’s a small task, then the ‘BackBrief’might be a swift verbal remark. If it’s a task of substance, then it might warrant some time and a small presentation.

It’s a great idea that I’ve been introducing into my workshops the past two years. Many professional non-military workplaces are picking up on it. It increases certainty and clarifies expectations. It lessens the odds of ambiguity, uncertainty and misunderstandings. It addresses issues around people’s fears of speaking up. It’s a simple, low-cost communication tool that people take to quickly, leading to fewer mistakes and enhanced productivity and leadership. Change doesn’t have to be scary, giant leaps into the unknown. Sometimes the best change comes about via small things like the ‘BackBrief’.

Improve your business… One month at a time…

1 ½ hours focused on Real Estate to do list – 8 activities for listing success!

This sessions helps Real Estate professionals identify what a great week looks like for them and the key activities that make you more money.

This session covers:

  1. Busy vs productive;
  2. Success actions;
  3. Your to do list;
  4. Create more systems;
  5. Key activity for listing opportunity;
  6. Calls, calls, calls;
  7. Creating a plan in concrete;
  8. Accountability system.

Create your weekly system

I was at a client’s business a couple of weeks ago and one of the key things that we devised for their business was our ‘weekly plan’.  What identified on each day of the week was the key tasks that were needed to be completed every week and on what day.  What got the team thinking was, “what were the things that we did during the week that needed to be done by a specific date?” and then we identified the days on which those tasks were going to be completed.  By creating this ‘weekly plan’, it started to give everybody in the business a clearer vision of what needed to be completed and on what days.  Since then, we have started to have the team looking at days the activity is required ahead and being able to identify things that they could be doing to make the business more efficient and getting these things done earlier and faster.     

I am seeing in business today that they are always in catch-up mode.  They are constantly chasing themselves to be more organized and get more up to date.  One of the easiest ways to do this is to get your ‘weekly plan’ of standard key activities that you are normally required to do and ensure that this is locked in for everybody each week.  From a manager’s perspective going through this checklist each day and each week, provides you a much clearer reminder of exactly what needs to be completed and by when.  Try this for your business.  Set this plan up with your team to identify the key tasks that need to be done on each day of the week and then start reviewing this on a weekly basis. It really does improve the output and efficiency in your business.

Creating actual processes

Many clients ask me from time to time how they actually design or develop a process for their business.  My simple answer is this:

  1. Take a piece of A4 paper , write on the left hand side numbers 1-30 then begin to think about how a particular component of your business works or the components that are needed. 
  2. By simply creating this list of steps that you complete for each part of your business, you will start to build a process that you can follow.  
  3. Once you have initially created this list of 10, 20 or 50 components into a process, the next key step is to provide this list to other people in your team that are involved in this process within your   business. 
  4. Ask them to review your list, add more detail or components that you may have missed to ensure that we are now developing a really strong consistent process.  
  5. Once this list has been created, get it typed into an excel    spreadsheet using an appropriate template.  

At darrenpratley.com and INK Consulting Associates we offer a template that you can use.  This template is designed so that you can insert new rows to enable you to move and develop your process.  Once this process has been developed into your template, it can now be printed and provided to the team in your business.  At this point we usually advise that there is a one month trial for people to be actually using this process day-to-day in the business.  What you are wanting to receive now is feedback on the process, how it is working and ensuring that there is improved efficiency and consistency.  Once this month’s trial has been conducted, the next step is to formalise the process and ensure that it becomes the consistent format for all events relating to that process.  This basically means that every time a particular job or function is required in the business, there is a process to follow and it will enable your team to provide a consistent, accurate outcome everytime.  

Using Compliance to grow your Business

Would you believe me if I told you that AML compliance is the biggest opportunity in your career to become extremely successful?

Business growth and Compliance can seem to be opposites, I know everyone is sick hearing about AML, and frustrated at the delays it can cause to the sales process.

No doubt, it does create extra work in the documentation and record keeping. However, I firmly believe that AML compliance done well is an opportunity for you to set yourself head and shoulders above your competition and create raving fans, referrals and repeats.

Let me explain how…

  • Seasoned professionals are using this as a reason to retire – Who is going to pick up their clients?
  • Cowboys destroying their credibility by cutting corners while are giving you an opportunity to shine as a trustworthy professional.
  • KYC Know your Customer obligations are giving you an opportunity know what your clients really want and deliver it to them while becoming their trusted advisor.

1stJanuary has been and gone, the REINZ roadshow is done and dusted, now it is up to you to decide if you will not only survive AML, but thrive with the opportunity it presents.

To equip your team with practical tools to use AML to create more business, book Cat for an interactive and entertaining 1.5hr  inhouse presentation tailored to reduce risk and make more profit.

To get a head start on your competitors, sign up for Cats online course “Growing your business with Compliance”.  7 videos and stacks of downloads, scripts, checklists and tools to help you meet your obligations while building connection and trust.

Climb Mt. Everest, lose weight, make sales? You need ‘momentary courage’

Regardless of whether your challenge is preparing to crash land an aircraft in the middle of the Pacific Ocean (in the dark), steeling yourself to motivate your team towards a seemingly impossible sales target or losing weight – you’ll find the steps to getting there are the same.

You may wonder how can we compare ditching an aircraft in the ocean to team leadership, or even other challenges like weight loss, learning a new skill or hobby? Take it from somebody who has crashed an aircraft into the Pacific Ocean, climbed Mt. Everest and run 7 marathons in 7 days on 7 continents – the tools, the attitude and the basics are the same.

In my keynote I go into more depth on what those tools are, but here’s the two that you absolutely need.

Momentary courage

While you may not be a pilot or mountaineer, every challenge is your challenge and every challenge requires an instant of courage. I call itmomentary courage; it’s the courage you need at the point of decision – that moment in time, when the scales are evenly poised. 

You can either stand down, close your eyes, turn away, even surrender, or you can take the next step. 

I recall, close to the summit of Mt. Everest (when every step, every breath is life or death), coming across a climber who didn’t make it – lying across my path, frozen in time. At that point I could turn back, or I could make myself safe, assess my situation and step over him.

In those moments in time, I tell myself: “You need momentary courage now…” Just saying it gives you the courage you need.

Basic brilliance

There’s brilliance in the basics. Take any challenge, break it down into its constituent parts. Those are your basics. You’ll find that 90% of your struggles can be overcome by defaulting to the basics.

For airline pilots, when overwhelmed, its back to basics, “aviate, navigate and communicate”. When things get really overwhelming, those basics become, “aviate, aviate, aviate”.

What are your basics?

Perhaps you want to climb Mt. Everest, learn a new musical instrument or be a good mum or dad. None of those goals are any less significant than the other. You can do it. You can do anything, just remember – momentary courage and basic brilliance; they’ll get you there.

Get your team involved

A great way to help build your plan for the year ahead is to get your team involved.  Identify the key people in your business that can assist with creating your business plan and get them all in the room at the one time.  Have a discussion around what you are wanting to achieve for the year ahead and what are the opportunities. 

Your Customer is Leaving

In today’s business environment, we are constantly seeing how businesses are failing or succeeding based on the relationship they have with the customer.  We can see the global consumer is leaving.  Both physically and mentally, they are getting further away from businesses and how they will interact with them.  

I consistently see many historical businesses that have been successful and developed great financial results, all of a sudden suffer and grumble in this new age of customer evolution.  Because of this evolution, we today more than ever, have to get a very clear understanding of who our customer is, what they need and how we will connect with them.  

Darren has worked in high pressure competitive environments that have evolved through the need to connect with the customer and hold value.  

Topic outlines:

  • “Understanding who our Customer is”
  • “Understand how they are changing”
  • “Understanding what creates value”
  • “Understanding how we transfer value and owner relationship”
  • “How we now trade and trust”

Why your event?

Darren is one of the newest and most engaging presenters for your event. Through a high energy, engaging and activity focused session, Darren will take your team on a journey to get them to understand the importance of their customer, how to develop relationships with your customer and create long-term enterprise value.

Key outcomes:

  1. The awareness of the customer is changing
  2. The importance of the customer
  3. The long-term value of the customer
  4. Importance of developing trust and connection

Enquire now

This popular session really takes your business or industry on a new journey for the 21st century. Through practical examples, industry relevant topics and an ability to get off the stage and engage with your audience, you will have a presenter that will create a lasting memory for your event.

Keep building your Credibility

One of the key areas of developing trust is the ability for you to develop your credibility with your client base.  One easy way to do this is to create a summary for your future clients explaining what you have done and how you have ended up in this industry.  By doing this, it will enable you to explain the length of time you have been in the industry, the roles that you have had in the industry and how you have learnt important skills and knowledge that can really help the customer in their selection of product but also the ongoing relationship.  

Building your credibility is now becoming one of the key important components in developing your service proposition and some real serious consideration needs to be given to ensure it forms part of your future success.  

Developing your skill

Recently I was at a presentation where I was talking to the audience and through some light-hearted banter with the audience participants, one of the front row attendees was discussing how they had been in this industry for over 34 years.  This got me really thinking.  Over the 34 years that this person had been in their industry, I was considering how much skill and knowledge that person had built up in their role.  I think this is something we all need to consider as we progress in our chosen careers.  How much time and effort are we putting into developing our skills, knowledge and improving our proposition.  As we enter some industries, we are often pulled into believing that we will continue to just do what we have always done and that will be fine.  

A key component we have to keep considering is how we get better in our role and keep developing the skills to become more and more valuable.

We all know that as technology and new systems enter our workforce, there are always those that will be left behind because they have not continued to keep up.

Please write down the 5 key skills that you have working in your current role and have a think about how you could get even better in these 5 key areas this year.  What training, what education, what mentorship would be of benefit for you to become that one step better in 2019.