Saturday, December 24, 2016

Presenting E.T.H.I.C.S. (Elevating Trust Has Inspired Customer Satisfaction)


An old lesson for a new year...

Presenting E.T.H.I.C.S.
(Elevating Trust Has Inspired Customer Satisfaction)
 © 2003-2017 Perry Binder

This article first appeared in Professional Speaker magazine.
Reprinted:  The Human Resource; ASTD Atlanta Newsletter; Atlanta HR Leadership ForumAtlanta CPCU Newsletter

Do any of these statements ring familiar?
- In the old days, a deal could be done on a handshake.
- A person's word used to be as good as gold.
- The bottom line has become more important than people.

I recently spoke before a group of HR and insurance professionals about customers losing trust in their industry. As the pressure to produce increases, the industry seems to cut corners. Sadly, company communication is breaking down by ignoring the very backbone of the industry, the loyal clients.

Discussing the topic of ethics before a captive audience is a very delicate process. The presenter must strike the appropriate balance between making the audience comfortable by offering objective information in an energized and thoughtful manner, without excessive preaching about the importance of ethical behavior.

I believe that each of us has a strong moral compass which gets tested every day on the job. As a presenter, if I can provide concrete examples to an audience of how unethical behavior will adversely affect a company, I can then initiate a dialogue of ethical dilemmas in any industry. My goal is to give participants a frame of reference, not to instill ethical beliefs. By providing people with relevant analogies, hopefully they will develop the tools needed to prevent any unethical situations arising in a company setting.

I. The Erosion of Client Confidence
The recent explosion of bad faith lawsuits filed by dissatisfied customers is evidence of an erosion in confidence:
- An insurance company's delay and denial of a homeowner's claim for cleaning up toxic mold caused by a water leak led the client to sue the insurance company.

The result:
$6.2 million compensatory damages
$12 million punitive damages
$5 million for mental anguish
$8.9 million in attorney fees!!

- An insurance company's "No settlement stance" led a client to sue his automobile insurance company for bad faith.  The client had been in a car accident which led to the death of one motorist, and disabling injuries to another.  The company refused to settle for the policy limits of $25,000, in spite of overwhelming evidence of the client's fault in the accident.  This led to a jury verdict in excess of $25,000, thus exposing the client to personal liability.  The client then turned around and sued the insurance company for bad faith.

The result:  $2.6 million in compensatory damages and $145 million in punitive damages (The judge lowered the jury;s award to "only" $1 million in compensatory damages, and $25 million in punitive damages)

If the initial, knee-jerk reaction of a company is to turn its back on a client, all of the trust built over the years with that client is instantly lost.  Immediately, an adversarial relationship is created.  It is the very nature of confrontational environments which may plant the seeds of unethical behavior.

II. Building Trust is the Key to Avoiding Ethical Dilemmas
 As a lighthearted analogy, I use an Aesop's Fable, where two buddies (insurance salesperson and client) are traveling together in the woods, when a bear rushes out in front of them.  On instinct, the salesperson grabs a tree branch and climbs a tree, stranding the client.  Ever resourceful, the client feigns death, knowing the bear won't eat dead meat.  After the bear sniffs close to the client's ear, it eventually leaves the area.  As the salesperson climbs down the tree, he laughingly asks the client:  "What did that big bad bear whisper?"  The client glares, then offers:  "He said, never trust a friend who deserts you in a pinch."

This issue of trust permeates any discussion of company ethics. It is a message which must start at the top, and is a number one priority in all company-customer relationships. 

III. Tips on Ethics Presentations for Every Industry
1. An observation: The role of the presenter is not to change peoples' minds about ethics - rather it is to give the audience a frame of reference with examples of unethical behavior.
2. Start the session off in a light manner, using a humorous story to make a larger point.
3. Never put audience members on the spot.  The topic of ethics is so sensitive, that the facilitator must put no one on the defensive.
4. Remind the audience about the good news:  That most people in the industry have very strong morals, and usually do the ethical thing.
5. Find specific cases of extreme ethical violations in a particular industry.  These examples will generate discussion on how solid communication and trust might have prevented an escalation of unethical behavior.
6. Give hope to audience members. Remind them that special attention to the customer will slowly build back any lost trust.
7. Consider a presentation where audience members construct a brief, uniform Ethics Mission Statement.
8.  Emphasize that employers must continually educate employees on company ethics. There are no quick-fixes to such an important topic.
9.  Have fun in any presentation! (the most important lesson of all)
10. Remember E.T.H.I.C.S. - Elevating Trust Has Inspired Customer Satisfaction

Perry Binder, J.D.  is a legal studies professor in Georgia State University's Robinson College of Business in Atlanta, Georgia.  Professor Binder conducts seminars for large and small companies on a range of topics, including social media ethics, litigation prevention, and sexual harassment/discrimination.

Tuesday, December 13, 2016

The Inspiring Teacher Series: Interviews with Master Teachers from K-12 & College



My favorite blog posts over the years involved interviews with great teachers who've inspired students year after year.  This post brings all of those interviews together.

The Inspiring Teacher Series: Interviews with Master Teachers from K-12 to College


Enjoy!



Questions included:

What inspired you to teach?
What teaching methods are most helpful in guiding students towards their goals?
What would you like to improve about your teaching?
What is the one thing you wish you'd known when you started your teaching career?

Kindergarten

Bridget Robbins

Middle School

Travis Tingle

High School

Paul Cohen
Brendan Halpin
Barry Hantman

College

Jody Blanke
Greg Henley
Mara Mooney

Wednesday, November 16, 2016

Is Technology Improving or Complicating Our Lives?


Speaking pro bono for a retirement community in Alpharetta, Georgia...

Is Technology Improving or Complicating Our Lives?

Dec. 13, 2016
11:00 a.m. - 11:30 a.m.

An Informal Discussion with

PERRY BINDER, J.D.
Social Media Law Professor, Georgia State University
Author, 99 Motivators for College Success


Perry Binder is a professor in Georgia State University’s Robinson College of Business.  He is also an attorney and author of 99 Motivators for College Success, which inspires Millennials to flourish in college and become leaders in the business world.  In 2016, 99 Motivators was selected for the Book Award Program by Randolph College in Lynchburg, Virginia.

Wednesday, October 12, 2016

10th Annual GSU Corporate IP Institute, Oct. 25-26, 2016


Please join us for our two-day conference for Intellectual Property practitioners:

Established in 2007 through Georgia State Law, Robinson College of Business and the Intellectual Property Owners Association (IPO), one of the world’s top IP organizations, to provide a singular forum for over 150 in-house IP professionals to discuss issues they face, exchange ideas, and network locally and nationally.  Speakers come from corporations large and small, national and international organizations, academia, and the bar.

Click here for schedule/brochure (CLE credits)

Click here to register today 

Monday, August 29, 2016

Life Lessons from 99 Motivators for College Success


Article from the Robinson College of Business web page:
The start of the semester can be a stressful time for students, but Perry Binder, associate professor of risk management and insurance at the J. Mack Robinson College of Business, is happy to help. “It’s easy to get overwhelmed with a new semester,” Binder says, however, he’s spent a lot of time working on ways to help students conquer those nerves and excel.
Binder’s book, 99 Motivators for College Success, recently was sent to all incoming freshmen by the Randolph College Admissions Office to motivate them to succeed. He wrote the book to compile his experiences as a student and as a professor into a helpful guide that gives students tips for classes, studying, and life.
Click here to continue reading: 10 Ways to Succeed in College and Life

Friday, July 1, 2016

Rio Olympic Athletes: Our School Kids Need to Hear Your Message of Hope


I wrote this article in the early 90's for the 25th Anniversary Event Program, honoring Bob Beamon for the Greatest Track & Field Feat in Olympic History. (Mexico City, 1968)  Its message still resonates today.

WIND BENEATH MY WINGS
by Bob Beamon with Perry Zane Binder

Sometimes when I get home after a particularly hectic day, I'll put on some jazz and take out my African drums to strike up a beat. As I close my eyes, my body succumbs to the rhythmic vibrations of pounding drums. With the stress of the day draining off, I kick back and try to reflect on where I've been and where I'm going. Sometimes my mind wanders back to Mexico City and 1968; but mostly, I think about today and tomorrow, one day at a time.


I work up a good beat and follow the flow. This morning, I went to an elementary school to talk with a few hundred children about precious opportunities. The kids cheered when I showed a replay of the jump. That got their attention. But then one kid laughed when I confided that I couldn't read a book at his age. He didn't mean anything by it, but it's hard to know sometimes who listens closely to the lessons of the past - who we can reach and who remains lost in America's school corridors and neighborhood back alleys.

As a kid growing up in Jamaica, Queens, I could barely find a positive role model in the neighborhood. The money and fancy clothes flashed around by local drug dealers and pimps were tempting and offered a quick way out. The message of sacrifice offered by parents, guardians and teachers who toil anonymously in the trenches was brushed aside to satisfy the appetite of the moment. When a young man today wonders if he'll live to see his twenty-fifth birthday and our babies are having babies, it's easy to identify such an overwhelming sense of resignation on our nation's street corners.


The statistics are mind blowing. Nationwide, an estimated 270,000 firearms are brought to our kids' schools every day. While a recent United Way survey identified that non-profit groups reach out to an estimated 15,000 "at-risk" youth in Dade County, Florida, another 120,000 needy kids aren't getting proper attention. Let's get one thing straight - in some way, all of our youth are at risk. Before we can isolate what makes children tick, their parents must first discover what makes themselves function effectively. Before parents can instill a sense of pride and dignity in a child, before we can talk about molding model citizens, mothers and fathers must feel good about who they are. A stable home life is the first priority our country must address before we can consider the active role that athletes can play in developing healthy minds and bodies.

Obviously, each kid is not going to cross the finish line first, but as Baron Pierre de Courbertin of France (the inspiration behind holding the modern Olympic Games) stated: "The important thing in the Olympic Games is not to win but to take part; the important thing in life is not the triumph but the struggle. "

Ultimately, the lesson for our youth to gather is that it is not imperative to take home the gold medal. Champions are not made on the field or track; champions are made according to your accomplishments and abilities in every day life situations. The same tools that I used to succeed athletically can be applied to succeeding personally. Just as practice in long jumping made me successful, practice in whatever your profession or hobby may be will make you equally as successful. A sound work ethic will offer a framework for a youth's self-worth and the impetus to stand up and scream: "I am a Champion!"

One key to my athletic accomplishments, however, is that someone was eventually there to give me an opportunity. Whether it was Larry Ellis, my high school track and field coach, or Ralph Boston, Mr. Long Jump, a helping hand guided me to focus out distractions and concentrate on honing my skills.


While an Olympic jump gave me notoriety and stature, that success does not define who I am. But sports did give me a backdrop of discipline to apply each day. This stable force helps me to face the realities of keeping up with today's rigors. Our children must be taught such lessons from sports - how to set realistic goals, stick to them, work through them and redefine them to stretch their talents to new heights.


Because as the image of an eternal Olympic torch burns an indelible message of hope and respect in our hearts and minds, the flame is beginning to flicker. The fire in our neighborhood streets is simply suffocating the spirit and dreams of every kid who is taken for granted and not given an opportunity to flourish.

The great news is that high profile athletes are anxious to offer their time to find solutions. From Nate Archibald in Harlem to James Worthy in Compton and everyone in between the two coasts, athletes are coming to the rescue of young people in vast numbers. The simple point is that we have the ability to attract a kid's attention. Let's use our gifts constructively.


The boys and girls growing up in America are the wind beneath my wings. They are my motivation for rising each morning with an inspired outlook. So tonight, my eyes are open as I allow the drum beat to guide my thoughts about yesterday and today. About Mexico City. About some anonymous kids marking time by hanging out on the corner. About tomorrow's journey.


My beat is strong and fluid now, yet it seeks interpretation and clarity. It reaches out for your understanding and support.


The beat goes on. It simply has to.


1994 Bio: Perry Zane Binder is a sports radio talk show host on WSBH in Miami Beach (Love of the Game).
c 1994-2016 Perry Binder

Friday, June 3, 2016

Speaking at GSU Summer Leadership Academy on Career Paths, Majors & Leadership


Looking forward to speaking again with talented and motivated Atlanta high school students on June 23!  


Career Tips for High School Students

99 Motivators for College Success – Excerpts
© 2012-2016 Perry Binder, LLC

1. Don't let anyone crush your dreams.  However, the riskier your dream, the better your backup plan must be.

2. There is a huge difference between a childhood dream and a dream job. If you dreamed of being a lawyer since the age of twelve, you better make sure you know exactly what attorneys do on a given twelve hour work day. 

3. Make sure your dream job is not an avocation (a hobby). An avocation is a vacation from a vocation, because the pay ranges from little to nothing.
4. No matter what your part-time jobs or summer jobs are, always be thinking about how those experiences will enhance your resume and work skills.
5. The most important thing for deciding on a major or career path is to get out of the classroom and into an internship which exposes you to the day-to-day ups and downs of that profession. "Learning by doing" will give you a better appreciation of the job than learning through textbooks.
6. Do what you love but don't let your career choices jeopardize anyone you love. Including yourself. Translation: Take care of others but don't forget to take care of yourself, sometimes before others. Listen to our airline flight attendants: "Put your own oxygen mask on first before assisting others with their masks."
7. Determine whether you are driven to be your own boss or if you crave the stability of a steady paycheck. Assess your personality traits and the risks inherent with both paths. (e.g., the risk of putting up your own money as your own boss versus the risk of losing a job in a company you work for) 
8. Rather than casually asking career advice from parents or other relatives, set up a time to interview them, with prepared general and specific questions. This approach will make them think more thoughtfully about their responses, and may reveal their personal career challenges and triumphs.
9. Don't rely on luck or fate in your career. Professional success is about putting yourself in a position to create numerous opportunities.
10. Over the course of your lifetime, there may only be a handful of impactful career opportunities. Assemble an inner circle team of advisors now, so you'll be able to act quickly to objectively assess the pluses and minuses of future opportunities.
And finally, clean up your social media presence online!  What's publicly available might not bode well for your future employment. 

Wednesday, April 13, 2016

Signed Book Giveaway: 99 Motivators for College Success



Three (3) Signed Books!  Makes a great high school graduation gift.
Free Giveaway: 99 Motivators for College Success

Enter here at Goodreads by May 1, 2016


Thursday, March 10, 2016

High School Graduation Gift Book



Pictured below is me at age 25, playing against that year's NBA Defensive Player of the Year.  This pic is the basis of Motivator #4 - Don't let anyone crush your dreams.
Perry

Click here to purchase on Amazon:

99 Motivators for College Success


Click here to purchase on Amazon:
99 Motivators for College Success

Friday, February 5, 2016

10 Classroom Tips for Your First College Semester


High school seniors will be starting their college careers before they know it!  I wrote this article with them in mind:

10 Classroom Tips for Your First College Semester

As a freshman, it is not only okay to have no idea what to major in, it's also a sign of an open mind to the diverse menu that college has to offer. Hopefully, you are choosing courses which seem interesting to you rather than classes that parents or peers say you have to take immediately.
To me, a college class is just like a Hollywood screenplay, with peaks, valleys, and escalating conflicts along the way. Your professor may be the writer, director, and critic, but you are the lead actor and protagonist who must navigate the obstacles and perform well on each test thrown at you. Try to keep in mind though, that professors are actually rooting for you to succeed. When you fail, they fail.

1- The first day of class is the most important session because it sets the tone for the semester. Rather than grabbing a syllabus, tuning out, and leaving, expect more from yourself that day. You have the power to stay in or drop the class, so intently gauge the course relevance, workload, and potential deliverables.
Continue Reading Here