Articles by Lora Bray

Don't Throw Members Under the Bus

How might your CU best relate to members in crisis?
November 5, 2012
Good customer service requires genuine empathy, compassion, information, timeliness, and a desire to assist.
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A Horror Story

Baby boomers continue to attract attention. Does research this week reveal tricks or treats?
October 29, 2012
To stand a ghost of a chance in today’s marketplace, the use of social media is critical.
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Go to the Head of the Class

Can you anticipate members’ varied financial needs?
October 15, 2012
A recent class reunion reveals former classmates’ vast differences.
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It’s a Piece of Cake!

Best laid plans must be altered at times but that doesn’t mean our initial attempts are without value.
October 8, 2012
Think about how you reposition products or services to accommodate consumers.
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The Tiny Little Voice

Intuition isn’t always accurate, but it bears consideration.
October 1, 2012
How often does acumen help us make good business decisions for our members and coworkers?
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RESEARCH ROUNDUP

Did You Hear That?

‘You earn when you listen—not just money, but respect.’
September 24, 2012
Listen to and learn from your members, co-workers, and the communities you serve.
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‘Help! I Need Some Money, Honey!’

How can CUs help members make prudent financial plans?
September 18, 2012
Consider the financial assumptions members make and potential perils they may encounter.
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Technology at Warp Speed

Embracing new technology involves risk—but so does the avoidance of new tools.
September 10, 2012
Acquiring new technology raises challenges for both consumers and service providers.
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Research Roundup

What, Me Worry?

‘You can’t wring your hands and roll up your sleeves at the same time.’
September 10, 2012
National Preparedness Month reminds us to anticipate and prepare for potential problems.
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Muddy Buddies

Think about how your leadership role in charitable community events can start a mud slide.
August 27, 2012
What has your CU done lately to show the community you care?
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Great article! Unfortunately, most employees don’t feel valued or appreciated by their supervisors or employers. In fact, research has shown that the predominant reason team members quit their jobs is because they don’t feel valued. This is in spite of the fact that employee recognition programs have proliferated in the workplace – over 90% of all organizations in the U.S. has some form of employee recognition activities in place. But most employee recognition programs are viewed with skepticism and cynicism – because they aren’t viewed as being genuine in their communication of appreciation. Getting the “employee of the month” award, receiving a certificate of recognition, or a “Way to go, team!” email just don’t get the job done. How do you communicate authentic appreciation? We have found people have different ways that they want to be shown appreciation, and if you don’t communicate in the language of appreciation important to them, you essentially “miss the mark”. Additionally, employees need to receive recognition more than once a year at their performance review. Otherwise, they view the praise as “going through the motions”. A third component of authentic appreciation is that the communication has to be about them personally – not the department, not their group, but something they did. Finally, they have to believe that you mean what you say. How you treat them has to match the words you use. If you are not sure how your team members want to be shown appreciation, the Motivating By Appreciation Inventory (www.appreciationatwork.com/assess) will identify the language of appreciation and specific actions preferred by each employee. You then can create a group profile for your team, so everyone knows how to encourage one another. Remember, employees want to know that they are valued for what they contribute to the success of the organization. And communicating authentic appreciation in the ways they desire it can make the difference between keeping your quality team members or having a negative work environment that everyone wants to leave. Paul White, Ph.D., is the co-author of The 5 Languages of Appreciation in the Workplace with Dr. Gary Chapman.

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