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HR News...

Announcing the IIA Customer Service Award

Beginning in 2003, IIa will award a monthly customer service award to the individual or team of individuals whose customer service efforts produce a positive impact for IIa's projects and that represents IIa above and beyond what is normally expected. Who are the customers you can be awarded for serving? The obvious ones are the IIa clients like military and federal staff for whom we provide services. There are also your co-workers and teammates. Think of your customer as anyone to whom you provide a business service.

So how is it going to work? Each month, by the 15th, project managers will e-mail a nomination to the corporate office (sdupes@infointl.com). The nomination should be supported by a description of the service
rendered and, where possible, include any statements or comments of the customer served. From these nominations, one company-wide winner will be selected. The first award will be made in February for customer service performed in January. If you want to see someone nominated, let your project manager know.

Coping With Change in the Workplace

The workplace is ever changing, as evidenced by the many changes happening at IIa that you see described in this newsletter...new bosses, new personnel, new contracts, new opportunities. Employees are looking for ways to adapt to this new environment of constant change. The October 2002 issue of Information Outlook addresses this very issue. In her article, "Coping With Change in the Workplace", Sharon L. Mosenkis suggests ways to cope with changing workplaces.

Mosenkis says that to develop the article, she attended a panel discussion at the 2002 Special Libraries Association conference that focused on workplace change. Prior to that, she informally surveyed several professional listservers for recommendations on coping with change. She also talked at length with some authoritative management consultants.

In her article, Mosenkis puts this all together to provide information on issues like "What We Can Learn from Generation Xers" and "Guidelines for Coping With Change". The following paragraphs summarize portions of the Mosenkis article.

What We Can Learn From Generation Xers

Mosenkis found that GenXers have an attitude toward work that is vastly different from the previous generation. They believe in giving their employers top quality effort and full commitment, they just don't believe in doing that 24 hours a day, seven days a week. They balance work and life, having a life apart from the job. "They have a strong sense of self…[they] do not feel the need to make excuses to leave the office to attend a child's soccer game or concert." Mosenkis suggests that for many information professionals, their work is the be all and end all, so when they are faced with change, it dramatically affects their lives.

Guidelines for Coping With Change

Mosenkis puts forward guidelines for dealing with change and the accompanying stress, including the following:

  • "Share your fears" with the person closest to you and make home your refuge.
  • "Acknowledge that change is constant" and realize that it can be a path to personal growth.
  • "Avoid bitterness, grudges, and blame" which takes valuable time and energy away from dealing with change. "Look forward, not backward."
  • "Take breaks" to keep from being overwhelmed by stress.
  • "Take care of your body's basic needs". The healthier you are, the better equipped you are to deal with stress.
  • "Update your financial plan now." If your job disappeared or your salary got cut, how long could you survive financially?
  • "Get out of the house." Don't just sit in front of the computer all day. Spend more time with people to keep from becoming isolated.
  • "Strive for work-life balance." Find outside sources to also use your skills and abilities, which can boost your sense of self-worth.
  • "Develop non-work-related interests." Do things unrelated to your work world, spending time with family, friends, and in the community.

Mosenkis says these guidelines can help you avoid the "personal wear and tear" of unanticipated change or workplace chaos. (Sharon Mosenkis is a group leader at FIND/SVP, a New York City business advisory and consulting company. )