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WTM Africa Talk 9 April

THE TRAVEL AND TOURISM INDUSTRY KNOWS MORE THAN ANY OTHER INDUSTRY ABOUT CONSTANT CHANGE, ADAPTIBILITY, THE ART OF PIVOTING AND

APPEALING TO AN EVER CHANGING CUSTOMER NEED.


AS THESE ARE THE NEW DEFINING SKILLS FOR FUTURE BUSINESS I FEEL THAT WE HAVE BEEN SOMEWHAT PREPARED FOR OUR NEW WORLD.




WELCOME TO THE PERIOD OF POST TRAUMATIC GROWTH


YOU CANNOT CONTROL A PANDEMIC, TIME, ECONOMIES OR DECISIONS MADE BY YOUR GOVERNMENT BUT CONSIDER THIS :


WHAT IF THE BIGGEST EVENT IN YOUR LIFE THAT DISTRESSED YOU THE MOST WAS A FORM OF ‘AUTO CORRECTION” BY THE UNIVERSE?


SOMETIMES YOU HAVE TO DESTROY A PART OF YOUR LIFE TO LET THE NEXT BIG THING ENTER…..


THEY CALL THAT A BEAUTIFUL DESTRUCTION BUT YOU NEED TRUST TO UNLOCK IT.


AS THE ITALIAN PHILOSOPHER MARCUS AURELIUS SAID


“ AN INFECTED MIND IS A FAR MORE DANGEROUS PESTILENCE THAN ANY PLAGUE…ONE ONLY THREATENS YOUR LIFE, THE OTHER DESTROYS YOUR CHARACTER.




MY TALK TOPIC TODAY IS


OVERCOMING CHALLENGES AND EMBRACING OPPORTUNITIES AS A TRAVEL ENTREPENEUR.



THE POINTS I WOULD LIKE TO FOCUS ON TODAY SO YOU CAN GAIN INSIGHTS INTO DIFFERENT PERSPECTIVES AND HOW YOU CAN EMBRACE

OPPORTUNITIES IF YOU KNOW HOW TO IDENTIFY THEM.



TO BE RAZOR SHARP, FOCUSED, PASSIONATE IN OUR BUSINESS WE NEED TO FOCUS ON THE FOLLOWING POINTS WHICH WILL ALL LEAD TO OVERCOMING CHALLENGES AND EMBRACING OPPORTUNITIES.


WE HAVE TO KNOW


1. THE EMOTIONAL INTELLIGENT, FORWARD THINKING, TEAM PLAYER LEADERSHIP STYLE THAT IS SO NEEDED.


2. WHO ARE OUR CLIENTS AND HOW CAN WE OFFER A SUPERLATIVE CUSTOMER EXPERIENCE.


3. WHAT IS OUR EMPLOYEES/TEAM EXPECTING FROM THEIR CAREERS.



BEFORE WE EVEN DISCUSS THE ABOVE POINTS, THE MOST IMPORTANT QUESTION TO YOURSELF IS :


WHY DID YOU START THIS BUSINESS AND WHAT ARE YOU HOPING TO ACHIEVE AND ACCOMPLISH.


IS IT FOR FINANCIAL TARGETS, A LIFESTYLE CHANGE, TO HAVE MORE FREE TIME OR TO MAKE A SPECIFIC IMPACT ON A CERTAIN CLIENTELE.


DOES YOUR BUSINESS SOLV A VERY SPECIFIC AND ACKNOWLEDGED MARKET?


IS YOUR BUSINESS TARGETED AT A VERY SPECIFIC PERSON ?


IS YOUR TARGET CUSTOMER ACTIVELY SEEKING A SOLUTION TO THEIR PROBLEM ?


ARE THEY WILLING AND ABLE TO PAY TO HAVE THAT PROBLEM SOLVED





AS MARISA MURGATROYD SAYS “ FIND YOUR TRUE NORTH BUSINESS


YOU MUST HAVE AN INNER GPS SO YOU CAN BE CRYSTAL CLEAR ABOUT WHAT YOU WANT , YOUR VISION AND STEPS TO MOVE FORWARD.




WHAT IS YOUR EXPERTISE, WHAT EXPERIENCES HAVE YOU ENDURED AND CAN SHARE WITH OTHERS.


WHAT IS YOUR AUTHENTICITY, YOUR PASSIONS?


SHE SAYS THE THREE MOST IMPORTANT WORDS WHEN STARTING A BUSINESS …..START WITH YOU


WHEN YOU BUILD A BUSINESS BASED ON WHO YOU ARE, YOUR SUPER POWERS, LIFE EXPERIENCES, YOUR WHY’S AND YOUR ACTION PLANS, YOU ARE ABLE TO ELIMINATE EVERYTHING ELSE THAT IS NOT YOUR TRUE NORTH.


YOU MAY HAVE HAD LACK OF CLEAR DIRECTION OR YOU FOLLOW OTHER PEOPLES IDEAS OR VISION FOR A BUSINESS WHICH OVERWHELMS YOU, YOU MAY FEEL STUCK OR BURNT OUT…


THESE ARE CLEAR INDICATIONS THAT THIS IS NOT YOUR TRUE NORTH BUSINESS.


WHILE EVERYONE’S TRUE NORTH BUSINESS IS DIFFERENT, THE PATH TO FINDING IT IS THE SAME.



WHEN YOU ARE OPERATING A BUSINESS YOU ENJOY, YOUR CLIENTS FEEL IT


YOU MUST HAVE A 100% CONFIDENCE AND THE SHOE MUST FIT….YOU CANNOT OPERATE AND BE COMFORTABLE IF YOU ARE WEARING SHOES THAT DO NOT FIT PROPERLY.


ENTHUSIASM IS THE GREATEST SALES FACTOR IN EXISTENCE AND NOTHING CAN ELECTRIFY LIKE A SOUL ON FIRE.


IF YOU ARE IN A BUSINESS THAT YOU DO NOT LOVE OR ARE PASSIONATE ABOUT, YOU ARE SUBCONSCIOUSLY LOOKING FOR A WAY OUT..


YOUR THOUGHTS LEAD TO YOUR FEELINGS, THIS LEADS TO YOUR ACTIONS WHICH LEAD TO YOUR RESULTS.


DAN KENNEDY SAYS


“ THE UNIVERSAL PRINCIPLE FOR BUSINESS SUCCESS IS HAVING THE RIGHT MESSAGE FOR THE RIGHT MARKET AT THE RIGHT TIME”




WHAT MAKES YOU A DIFFERENCE IN BUSINESS IS


WHAT YOU DO, THE UNIQUE VALUE YOU PROVIDE AND WHO YOU SERVE, THE TONE, SPIRIT, PERSONALITY AND ENERGY.


YOUR VALUE MEANS THAT YOU SHOULD TUNE INTO YOUR SIGNATURE SYTEM, FRAMEWORK OR UNIQUE METHOD OF DELIVERING A RESULT.




DO NOT TAKE A TEASPOON BUT A BUCKET TO THE OCEAN AS YOUR SUCCESS IS DETERMINED BY WHAT SIZE HOLDER YOU TAKE TO THE BEACH.




WHAT IS EMOTIONAL INTELLIGENCE ?


EMOTIONAL INTELLIGENCE IS AN INTERNAL TOOLKIT AND A COLLECTION OF FACILITIES YOU CAN DEVELOP THAT HELP YOU TO UNDERSTAND AND REGULATE YOURSELF AND MORE SKILLFULLY MANAGE YOUR RELATIONSHIPS.


IT ALLOWS YOU TO EXERCISE THESE INTERNAL RESOURCES IN TIMES OF INCREASED COMPLEXITY. EQ TRAITS :


SELF AWARENESS

SELF MANAGEMENT

SOCIAL AWARENESS

RELATIONSHIP MANAGEMENT

SOCIAL SKILLS

EMPATHY WILL HELP YOU FACE CHALLENGES WITH CONFIDENCE AND RESILIENCE.



A LEADERS ABILITY TO COMMUNICATE, WILL MAKE THE DIFFERENCE BETWEEN A SUCCESSFUL OR FAILED BUSINESS.


STRONG COMMUNICATION IS A POWERFUL TOOL THAT IMPACTS EMPLOYEE ENGAGEMENT, COLLABORATION, COMPANY CULTURE AND CUSTOMER RELATIONSHIPS.


INTENTIONALLY FOCUS ON YOUR COMMUNICATION SO THAT YOU CAN EFFECTIVELY SHAPE OPINIONS, INFLUENCE BEHAVIOUR ND GUIDE OUTCOMES SO THAT YOU CAN PROVIDE THE LEADERSHIP PEOPLE ARE LOOKING FOR ESPECIALLY IN TIMES OF UNCERTAINTY.


EMPATHETIC LEADERSHIP IN AND OUT OF BUSINESS IS AN ART AND NOT A SCIENCE IT HAS MORE TO DO WITH FEELINGS THAN FORMULAS AND REQUIRES ACUTE SITUATIONAL AWARENESS AND EMPATHY.



EMPATHY IS ONE OF THE MOST OVERLOOKED SKILLS IN BUSINESS EVEN THOUGH IT IS A CRITICAL LEADERSHIP SKILL. A SHORTAGE OF EMPATHY IN THE WORKPLACE ACCOUNTS FOR AN INCREASING LACK OF EMPLOYEE ENGAGEMENT.


EMPATHY IS UNDERSTANDING YOUR EMPLOYEE’S FEELINGS AND NEEDS AND BUILDING A RAPPORT WITH THEM.

SYMPATHY IS ONLY A SURFACE LEVEL RESPONSE THAT KEEPS YOU AT A DISTANCE, WHILE EMPATHY IS A PERSPECTIVE SHIFT AND GENUINELY IMAGINING YOURSELF IN ANOTHERS SHOES.


THIS ALLOWS YOU TO CONNECT ON A DEEPER LEVEL AND FUELS PRODUCTIVE CONVERSATIONS.


IT CAN TURN A CONFRONTATIONAL CONVERSATION INTO A COLLABORATIVE ONE ALLOWING ALL PARTIES TO ARRIVE AT A SHARED TRUTH.


JIM ROHN SAID “ AS A LEADER YOU SHOULD ALWAYS START WHERE PEOPLE ARE BEFORE YOU TRY TO TAKE THEM WHERE YOU WANT THEM TO GO “



STEP AWAY FROM WHAT YOU KNOW AND ALLOW SPACE FOR A NEW YOU TO WAKE UP IN


YOU WILL NEED UNCOUPLING FROM WHERE YOU WERE SO YOU CAN MOVE FORWARD.


WHEN PLANNING YOUR NEW LEADERSHIP ROLE AND THE COURSE OF YOUR BUSINESS FOR THE FUTURE..

LIVE FROM FUTURE TO PRESENT AND NOT PAST TO PRESENT REALITY AS WE HAVE BEEN USED TO.


CREATE A NEW REALITY GIVERNED BY WHAT IS COMING AND NOT WHAT HAS BEEN.


SEVEN EMOTIONAL INTELLIGENCE TRAITS LEADERS NEED IN TIME OF CRISIS OR CHALLENGE.


CALM AND FOCUSED APPROACH


WITH THE SKILLS OF SELF MANAGEMENT, WE ARE ABLE TO CALM THE NEUROLOGICAL STRESS RESPONSES OTHERWISE WE WILL ACT BASED ON OUR HABITS RATHER THAN THE NEW INFORMATION WE HAVE ON HAND. PRESENCE,CLARITY AND CONFIDENCE:


2. CLEAR VISION

KNOW YOUR TRUTH EQ LEADERS NOT ONLY SEE THE SITUATIONAL DATA BUT ARE EQUIPPED WITH SELF AWARENESS TO RECOGNIZE THEIR OWN BIASES, EMOTIONS AND OPINIONS THAT MAY INFLUENCE THEIR APPROACH TO CHALLENGES,…MINDFULNESS BASED EQ REQUIRES NON JUDGEMENTAL AWARENESS.



3. ADAPTABILITY

VOLATILE, UNCERTAIN,COMPLEX AND AMBIGIOUS WORLD WE LIVE IN REQUIRES ADAPTIVE RESILIENCE.

EQ LEADERS HAVE THE RESILIENCE AND AGILITY REQUIRED TO RESPOND TO MAKING TOUGH DECISIONS.


EFFECTIVE COMMUNICATIONS


TRUST IS EARNED THROUGH HONESTY.EQ LEADERS PROVIDE CLEAR GUIDANCE AND HONESTY BUT ALSO KNOW HOW TO LISTEN


EMPATHY.


CREATE AN ENVIROMENT WHERE TEAM MEMBERS FEELS SAFE TO ASK QUESTIONS AND CHALLENGE YOU


COMPASSION

WHAT WOULD GENUINELY SERVE THE ORGANIZATION OR COMPANY BEST.


HOPE AND VISION FOR THE FUTURE


VISION OF THE FUTURE SHOULD BE GROUNDED IN TRUTH AND LIFTED IN OPTIMISM.


CULTIVATING THE ABILITY TO ENVISION UNSEEN POSSIBILITIES TO NAVIGATE THROUGH THE CHALLENGES.


..

EQ LEADERS THRIVE IN TIMES OF CRISIS BECAUSE

- THEY HAVE THE ABILITY TO ACKNOWLEDGE DIFFICULTY

- COMMUNICATE OPENLY

- ADAPT

- NAVIGATE UNCERTAINTY

- CREATE PSYCHOLOGICAL SAFETY



WHEN YOU HAVE THE ABOVE IN ORDER IN YOUR BUSINESS, CLIENTS WILL EMBRACE TRUST IN YOU, WANT TO DO DEAL WITH YOU AND KNOW THAT YOUR EMPLOYEES ARE LOOKED AFTER, ALLOWING THEM TO BE MORE ENGAGING, PRODUCTIVE AND KNOWLEDGEABLE TO ASSIST YOUR COMPANY AND ITS CLIENTS….


A UNIQUE SELLING POINT!



EMPLOYEES


TEACH THEM TO FIND THEIR WIND AND FOCUS DAILY

TO RAISE THEIR STANDARDS

YOUR SHOULDS BECOME YOUR WANTS



TEACH THEM TO SET GOALS AND NOT INTENTIONS AS INTENTIONS ARE VAGUE AND GOALS ARE SPECIFIC


I ACHIEVE WHAT I BELIEVE….THE MORE I BELIEVE THE MORE I ACHIEVE (TONY ROBBINS)



TEACH THEM TO BE SUCCESSFUL.


- HIGHLY SUCCESSFUL PEOPLE ARE WILLING TO BE UNCOMFORTABLE IN THE INTEREST OF GROWTH

- THEY BELIEVE THEY DESERVE SUCCESS

- THEY PRIORITIZE THEIR DAY

- BEING BUSY DOES NOT MEAN YOU ARE PRODUCTIVE

- TEACH THEM THE STRENGTH OF COLLABORATION

- SET YOUR ATTITUDE STANDARDS

- EMPLOYEES MUST HAVE BOUNDARIES AND NOW THE STANDARDS OF THE COMPANY

- THEIR LEVELS OF PERFORMANCE MATCHES THE DOMINANT VISION OF YOUR BUSINESS

- SURROUND YOURSELF WITH THE PEOPLE WHO HAVE THE SAME STANDARDS AS YOU AND SUPPORT YOU


- SET TARGETS AND TIME LINES FOR YOUR STAFF TO INCREASE STABILITY AND EFFICIENCY BUT ALSO ALLOW SPACE IN THEIR DAY TO RELAX

- KEEP AN IGNITED VISION

MAKE CHOICES THROUGH A HOPE MINDSET AND NOT A FEAR MINDSET


HITTING GOALS IS A MERGING OF SPIRIT AND ART. YOUR LIFE IS PARTIAL SET UP, PARTIAL DESTINY AND PARTIAL DREAMING

SO WHEN YOU SET GOALS FEEL HOW YOU ARE FEELING WHEN MAKING THIS DECISION.

EMOTIONS STUNT THE FUEL TO GET YOU WHERE YOU WANT TO BE.



GENERATION Z AND CENTENNIALS ARE OUR NEW WORKFORCE AND WE SHOULD UNDERSTAND NOW WHAT THEY ARE LOOKING FOR IN AN EMPLOYEE AND LEADER.


- 80% OF THEM ASPIRE TO WORK WITH CUTTING EDGE TECHNOLOGY AND 52% HAVE THE TECHNOLOGICAL SKILLS EMPLOYEES REQUIRE.


- ARE SOCIALLY AND ENVIROMENTALLY AWARE

- THEY ARE PRAGMATIC AND REALISTIC

- THEY ARE ADAPTABLE AND RESILIENT

- CREATIVE AND SELF TAUGHT

- WORK ON WHAT THEY ARE PASSIONATE ABOUT

- DEEPER DEPENDANCE ON TECHNOLOGY

- 62% OF THIS GENERATION WILL NOT CHOOSE TO STUDY A DEGREE BUT WORK FOR A COMPANY THAT OFFERS SELF DEVELOPMENT AND TRAINING

- REVISED VIEWS OF EMPLOYERS AS THEIR LWORK AND LIFE HAVE MERGED SO WILL VIEW THEIR EMPLOYER AS A COMMUNITY OF SUPPORT WELLNESS AND EDUCATION

- UNCOMMON CAREER PATHS AS THEY WOULD RATHER WORK GIG LIFE THAN FULL TIME EMPLOY IN ONE COMPANY

- THEY WILL DEMAND EMOTIONAL INTELLIGENT LEADERSHIP AS THEY ARE THE MOST LONELINES AND SHY GENERATION AND WILL THRIVE FROM CONNECTIONS ASSURANCE AND EMPATHY

- GREATER GLOBAL UNITY…THIS GENERATION SEES THEMSELVES AS A GLOBAL CITIZEN AND WILL DEMAND DIVERSITY AND INCLUSION FROM THEIR LEADERS.

- EMPLOYEES WANT TO FEEL VALUED AND IF THEY DO

BE HAPPIER AND MORE PRODUCTIVE.

- THEY WOULD PREFER FASTER AND MORE REGULAR FEEDBACK FROM THEIR LEADERS AND EMPLOYERS


SHOW APPRECIATION AND GIVE CONSTRUCTIVE CRITICISM AS THIS IS THE BEST METHOD FOR PRODUCTIVITY THEY ARE HELPING YOU BUILD YOUR BUSINESS…INCLUE THEM MORE


GOOD WORK ENVIROMENT AND INFRASTRUCTURE ARE ESSENTIAL FACTORS FOR PRODUCTIVITY AND EFFICIENCY

-



CUSTOMERS


AS DAN KENNEDY SAYS

“ THE UNIVERSAL PRINCIPLE FOR BUSINESS SUCCESS IS HAVING THE RIGHT MESSAGE FOR THE RIGHT MARKET AT THE RIGHT TIME”

- LISTEN TO YOUR CUSTOMER AND POTENTIAL CUSTOMER

- ONCE YOU KNOW WHAT THE CLIENT WANTS AND WHO YOU ARE SERVING, YOU CREATE THE PRODUCT AND SERVICE

- PEOPLE WANT TO CONNECT WITH PEOPLE AND NOT A FACELESS LOGO TRAVELLERS LOOKING AT REVIEWS

- ADAPT YOUR SERVICE AND PRODUCT TO THE CURRENT SITUATION AND THEN MARKET IT ACCORDINGLY

- ENSURE YOUR SERVICE WILL STILL BE RELEVANT IN THE FUTURE NEW TRAVELLER, EXPERIENTIAL, IMMERSIVE

- IDENTIFY THE CHALLENGES TO YOUR BUSINESS

- PLAN SOLUTIONS WITH SEVERAL SCENARIOS IN MIND

- ASK QUESTIONS OF CUSTOMERS RATHER THAN A SALES PITCH

- ENTER INTO A CONVERSATION RATHER TO MAINTAIN LONG TERM RELATIONSHIPS

- WORK FROM THE FUTURE TO THE PRESENT AND NOT FROM THE PAST TO PRESENT

ASK THE FOLLOWING QUESTIONS


- WHO IS MY CUSTOMER

- WHO IS MY COMPETITION AND WHAT DO THEY OFFER THAT I DO NOT.

- HOW DO I ATTRACT MY CUSTOMER

- UNDERSTAND YOUR CUSTOMER AS YOU WANT TO SELL A CUSTOMISED PRODUCT THAT WILL SATISFY THEIR NEEDS


WHO IS YOUR ABSOLUTE CUSTOMER?



YOU MUST HAVE A SPECIFIC CUSTOMER AS YOU CANNOT APPEAL TO ALL CUSTOMERS


YOU CANNOT SPEND MONEY ON ALL TYPES OF CLIENT MARKETING IN THE HOPE THAT THEY WILL BE YOUR CUSTOMER IN THE FUTURE


POTENTIAL CUSTOMERS MUST BE ABLE TO FIND YOUR COMPANY AND SERVICES WITHOUT UNDERGOING A HUGE SEARCH


YOUR BUSINESS MUST GRAB THE ATTENTION OF CUSTOMERS SO YOU CAN IMMEDIATELY RISE ABOVE YOUR COMPETITION


RESPOND TO CLIENTS ENQUIRIES AND REQUESTS IMMEDIATLEY SO YOU DO NOT LOSE BUSINESS



WE ALL DELIVER AFTER SERVICE BUT WE SHOULD BE OFFERING BEFORE SERVICE TO A POTENTIAL CUSTOMER EVEN BEFORE THE BOOK AND USE YOUR COMPANY



WE SHOULD BE OFFERING A

- PROSPECT EXPERIENCE

- CUSTOMER EXPERIENCE

- USER EXPERIENCE ON SOCIAL MEDIA AND FACE TO FACE

- ALL EMPLOYEES ARE SALES PEOPLE SO MAKE SURE THAT YOUR TEAM KNOWS YOUR PRODUCT, IS AWARE OF SALES TECHNIQUES AND SELLS FROM A POSITIVE, ENERGISED MINDSET AND NOT A FEAR MINDSET.


CONCLUSION :


ENTREPENEURS UNDERSTAND THAT THEIR ROAD IS ROCKY….NOTHING COMES EASY…

VERY MUCH LIKE AN EMOTIONAL IMMUNIZATION!


THINK OF IT :


YOU KNOW THAT FAILURE IS POSSIBLE BUT YOU ARE NOT A PESSIMIST



RISK AVERSE


YOU KNOW THAT THE WORLD IS UNCONTROLLABLE, BUT YOU WILL CONTROL WHAT YOU CAN


YOU KNOW YOU HAVE TO LEAD BUT YOU ALSO HAVE TO SERVE.

YOU KNOW YOU ARE A VISIONARY BUT YOU ALSO HAVE LIMITATIONS


YOU CONFIDENTLY SAY “ I CAN DO THAT” BUT YOU HAVE NO IDEA HOW TO DO THAT….DOESNT MATTER YOU WILL FIGURE IT OUT.


ENTREPENEURSHIP HAS ALWAYS BEEN A LITTLE CRAZINESS AND A LOT OF CONTRADICTIONS. AND NOW WHEN BUSINESS IS TURNED UPSIDE DOWN, THESE CONTRADICTIONS ARE THE THINGS THAT WILL SAVE US.




AS YOU FACE PROBLEMS THAT ARE BIGGER THAN YESTERDAYS PROBLEMS, THEY ARE JUST A SERIES OF CHALLENGES THAT REQUIRE A SERIES OF SOLUTIONS. THEY ARE NOT MAGICAL SPELLS OR OTHER WORLDY BEINGS.


IF YOU HAVE YOUR TOOLKIT DISCUSSED ABOVE OF DECISIVE ACTION AS A EMOTIONAL INTELLIGENT LEADER CREATIVE THINKING, OPEN COMMUNICATION WITH YOUR TEAM AND RELENTLESS FOCUS ON PROVIDING VALUE TO YOUR CUSTOMERS WHILE LIVING YOUR PASSION IN YOUR BUSINESS


YOU WILL DO IT AS YOU HAVE DONE MANY TIMES BEFORE SUCCESS IN TRAVEL ENTREPENURSHIP IS :


T – TENACITY

R - RESILIENCE

A - ADAPTABILITY

V - VISION

E - EMPOWERING

L - LOVE WHAT YOU DO


S - SOLVING PROBLEMS

U - UNDERSTANDING

C - CHARISMA

C - CASH FLOW MANAGEMENT

E –EMOTONAL INTELLIGENCE

S - STRENGTH

S - SELF AWARENESS



OBTAIN YOUR OWN PHD IN TRAVEL…..PASSIONATE,HAPPY AND DRIVEN



THANK YOU FOR YOUR TIME AND ATTENTION, I KNOW THAT THESE ARE THE TWO MOST PRECIOUS ITEMS IN OUR WORLD TODAY.








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