mailMarch 2013 | Issue 3

“BE INSPIRED” WITH ROBIN SHARMAPAGE 2

ALL IN A DAY’S WORKPAGE 5

You’ve Been Spotted!PAGE 8

MEET KARSHNI!!!PAGE 8

Free

“Let’s get back to basics”PAGE 3

THE HARDER YOU WORK,

THE LUCKIER YOU GET

“Counting the Cost”PAGE 4

HOW DO YOU EAT AN ELEPHANT?

Andy McNabbCEO

The feedback from “the people” (for that is you) is that the Dalymail is appreci-

ated. Unfortunately, we have not as yet any offers to take over my job as

“stand in” editor and so I will continue until I am fired.

My apologies for the late circulation of the March Edition - no excuses except

for ………..... I hope you will enjoy this edition and congratulations to those of

you who feature. We are always looking for new and fun things to feature so

please feel free to refer any ideas you have to Bev Rawlinson at

Beverley.rawlinson@rldaly.co.za

I Executive 1 Editor’s Note Message from Andy McNabb

2 Be Inspired with Robin Sharma The IT Crowd

3 Let’s get back to basics Did you know?

4 MCounting the cost of toxic employment

II Social 5 All in a day’s work

7 Meet the team

8 You’ve been spotted Meet Karshni Leaders in Progress

9 Announcements

III Fun 10 Pics Joke of the Month Birthdays Brain Teasers

EDITOR’SNOTE

“How do you eat an elephant? One bite at a time”

I often feel that life is better explained or understood through the use of analo-

gies and/or metaphors. A similar analogy/metaphor is “How do you climb a

mountain? One step at a time.” Sometimes the tasks we face appear as big as

elephants or mountains and more especially when we have to complete them

within a short space of time.

My message is simply break the task down into small pieces which can reason-

ably be completed in a day. So often we get daunted by the size of the task and

waste valuable time procrastinating in getting started. Every hour or day wasted

causes the elephant to get bigger or the mountain to get higher (whichever

metaphor you prefer). The trick is to plan your eating or climbing early and then

get started and feel satisfied and content when you complete the daily target.

God gave us a lifetime to experience this life and made sure that we did not

rush things by ensuring that we live life one day at a time. Learn to catch the

wave from backline and ride it all the way to the beach! You can’t reach the

beach before the wave. How’s that for another analogy and metaphor!

The famous management author Jim Collins in his book, “Great by Choice” talks

about the 20 mile march. In the story two hikers set out across the desert to

reach a destination which is 120 miles away. They experience some good days

with relatively cool conditions and some really bad days with extreme heat and

wind. One hiker plans and in fact hikes for 20 miles a day regardless of the

weather and finishes comfortably. The other completes 40 miles in one day and

then waits for three days for the weather to improve before setting off. In order

to catch up he has to cover 60 miles and collapses with fatigue preventing him

from carrying on. Companies who consistently cover 20 miles a day win.

A good 20 mile march:

1. lies largely within your control to achieve. You shouldn’t need luck to

achieve your march.

2. must be achieved with great consistency. Good intentions do not count.

BE INSPIREDThat old line remains so true: “The harder I work, the luckier I get.”

Life helps those who help themselves. I believe that good things

happen to those willing to put in the effort, exercise discipline and

make the sacrifices that personal and professional greatness

requires – no, demands. I’ve also found that actions have conse-

quences and the more good things I do – through good old hard

work – the more success I see. Life favours the devoted.

Something as simple as a quick reboot is all it

takes to solve minor PC problems. Please note

not to touch any buttons until Windows is back

Not one of the Über-successful people I’ve worked with as a

leadership coach got there without outworking everyone around

them. While others were home watching TV or sleeping, these

great ones – who have made their mark on the world and have

added tremendous value to it – were up early, putting in the

hours, showing life that they were dedicated to their dream. All

I’m, saying is that behind extraordinary achievement you will

always discover extraordinary effort. Just a law of nature.

Hasn’t changed for a thousand years.

The harder I work, the luckier I get!

WORK HARD , GET LUCKY

DID YOU KNOW?

Isn’t it incredible that before we have even had the time to reflect on 2012, we are

already through the first quarter of 2013? And with the close of March, comes the

end of the Daly Group financial year. And what a year it has been…

I say that this first quarter has flown past, but on closer reflection I am truly proud of

what we have achieved in such a short space of time. As a team we have collec-

tively come through one of the toughest collections periods that both our company

and our country have ever seen. Let’s face it, this has been a hard road to travel,

and the pressure has been on like never before.

Highlights thus far have included: -

- The introduction of the buddy system in each of your teams, which has really

improved the collaboration and support structures available to you all

- We have developed an agent “What-If” calculator that will enable you to map

your desired salary and will provide you with an action plan on how to achieve this

- We have redefined our business rules and trace rules, enhancing the flow of

accounts and giving you more opportunity to collect

As many of you are aware, we have been under immense pressure from our

clients, and this is as a result of their own executive teams applying pressure on

them. The playing field is changing, and we need to adapt to this! We need to

innovate, and we need to put pressure on ourselves to be proactive in our

approach to work and life!

- With the introduction of the NAEDO targets, we have also secured an airtime

incentive scheme for those of you who are able to secure NAEDO FX’s

- The integration of the QA team in to your respective teams will also allow more

flexibility of strategies and the correct line of scoring per call

Colin Salvesen

YOUKNOW?

Daly has 516 employees to date

We have created jobs for 1415

people since inception

Daly staff turnover averages < 4%

per month which means we have

the lowest attrition rate compared

to other call centres

Daly is in the process of becoming

an accredited Training Provider

Your training team are qualified

Facilitators and Assessors

DID

Some really fantastic news that I received recently is that we have many new

agents achieving their basic salary within the first 4 months of their time in the Daly

family. This has truly shown me that the right attitude and the right approach to

work can and will translate in to greatness. To this end I would like to congratulate

all of you who are achieving target, and look forward to working with you on

building the next earnings target that will enable you to achieve your dreams! That’s

what it’s all about really!

April will mark the first month of my complete involvement as Operations Director

across both Banking and Retail. I would like to thank Dennis Dallas for his guidance

and support throughout the learning and transition phase of the handover process,

and wish him all the best in his new role as Services Director.

I would also like to thank you all for your support of me and my management team.

Without you guys getting behind us, and giving us your 100% support, we wouldn’t

have a business. And for this I thank you.

LETʼS GET BACK TO BASICS

- Colin Salvesen

This is an article I came across regarding “Counting the cost of Toxic Employees” written

by Anja Human who is the Human Resources Director of Sage VIP.

COUNTING THE COST OF TOXIC EMPLOYEES

Remember when...

Interesting in that it highlights the importance of surrounding

ourselves here at RL Daly with good people. What makes someone a toxic employee?A toxic employee is someone who intentionally refrains from adhering to company rules, regulations

and values. It can also refer to someone who is able to do their job, but not willing to do it. The cost,

time and energy wasted to solve such issues are counterproductive.

What damage can toxic employees do to a company?A toxic employee could potentially harm a company’s reputation, results and customer service. Each employee has a responsibility to

establish the company’s culture. A toxic employee’s attitude can negatively affect the morale and productivity of other employees. In

many cases, these employees do not talk to their manager about their unhappiness but rather to colleagues, who cannot do anything to

change their situation.

What happens when a toxic employee is in a managerial position?This is a very difficult situation because the manager’s role is to lead and motivate

the team. However, if they are not self-motivated, it will have a big effect on

productivity and the manager’s contribution to the team. There is a saying that

“employees join a company, but leave a manager”, and in the case of a toxic

manager the effect would be so much larger. When a manager’s conduct is not in

line with the rules, regulations or values of the company, it is dealt with as miscon-

duct in accordance with the company’s disciplinary code and policy.

The secret to business success is based on people Jacques Duyver

Regional Awards 2007Best Outbound Campaign

Award

Dennis Dallas

ALL IN A DAYʼS WORK

MEET THE TEAMTHE HR/TRAINING DEPARTMENT

The department is responsible for personnel sourcing and hiring, training, applicant tracking, skills development, payroll, risk management, discipline, company policies and proce-dures, counseling, sta� welfare, bene�ts administration and compliance with associated government regulations. The HR/Training Department aims to provide a high return on the company’s investment in its people. Our warm and friendly sta� always maintains an open door policy. We are here to

assist, guide and support sta� with their concerns.

“We believe that our team has the ability to work together towards a common vision; the ability to direct individual accomplishments towards organizational objectives.”

Head of the HR/Training Team is Aumitha Ramash, HR Administrator/Training Co-ordinator Theloshnie Govender, Events Co-ordinator /HR Administrator Shanolin Kistiah. HR Administrators are Averlene Moonsamy, Elicia Chetty and Rebecca Narainsamy; Facilitators are Pearlene Govender, Danveer Leelkun and Vanessa Govender, Training Administra-

tor Claire Munsamy.

YES! YOU HAVE BEEN SPOTTED!!!

What is your role at Daly?Incoming Call Centre Agent

What did you do before Daly?I started at RL Daly shortly after matriculating and have only been here since.

What do you like most about being at Daly?Lunch time and the people I work with :)

What was the happiest day of your life so far?When my boyfriend moved from Johannesburg to Durban.

What do you do in your spare time?I read...

"Imagination grows by exercise and, contrary to common belief, is more powerful in the mature than in the young."-- Paul McCartney

HAPPY 1STBIRTHDAY!

MORE ANNOUNCEMENTS

E Learning NOF level2 contact centre support qualification Top 3 FEBRUARY achievers from across the floor

Keegan Kotiah - Day Coach

Baby girl turned 1 on the 7th March

Congratulations to the following agents that have passed their learners licences:· Tiffany Bisunpersad· Romanda Moonsamy· Ashveera Chaythram

Gugu Titus – from the management and staff from banking 1 we will like to wish you all the best on your Maternity leave and may God have his hands of Protection over you. Well done to Banking1 for coming out first on the FNB LIVE Book.

From the Truworths Department we have the following announcements: - Busisiwe Brenda Dontsa got engaged on her birthday the 6th of March 2013.Her fiancé popped the question at a romantic dinner at Suncoast on the night of her birthday.- Surprise Gabela celebrated her 1 year anniversary on the 10th of March 2013.

Turn one light switch on, wait a few minutes, then turn it off and turn another light switch on. Go into the room and feel the light bulbs. The one that's still warm is connected to the switch that you first turned on, the one that is on was the second switch you turned on, and the last bulb is controlled by the switch that you didn't touch.

You are standing outside a closed door. On the other side of the door is a room that has three light bulbs in it. The room is completely sealed off from the outside. It has no windows and nothing can get in or out except through the door. On the outside of the room there are three light switches that control each of the respective light bulbs on the other side of the door.

Your assignment is to determine which light switch controls which light bulb. You are allowed to enter the room only once, and once you come out, you must be able to state with 100% certainty which light switch controls which light bulb.

JOKE OF THE MONTH

BIRTHDAYS

BRAIN TEASERS

1st - Samashnee Cuppan2nd - Bianca Saunders2nd - Sbongile Khuzwayo3rd - Sholinie Singh4th - Amir Khan5th - Nokuthokoza Sithole 5th - Donnaven Marie5th - Raisa Khan5th - Nicole Pillay6th - Busiswa Dontsa6th - Jennyvene Francis7th - Meloshni Moodley7th - Ncamisile Mfeka7th - Emilio Chetty8th - Musawenkosi Mabodla10th - Rushveer Singh11th - Merelyne Chetty12th - Jennitha Rajakumar12th - Jhivesh Ramnarain14th - Alvina Naidoo14th - Jyotshana Boodhoo15th - Nirvashnie Naidoo16th - Njabulo Shezi 18th - Zakkiyya Kadir19th - Andrew Kisten20th - Rishalen Mariemuthoo21st - Mesha Singh22nd - Tramaine Pillay23rd - Wendy Cele24th - Serisha Bridgenath24th - Alvina Naidoo24th - Nozibusiso Jali24th - Hloniphile Magwaza25th - Loganathan Soobiah26th - Aveer Lalla26 - Nishree Govender27th - Claire Munsamy27th - Yasmin Hassim27th - Sikholiwe Mhlongo28th - Lynette Gounder29th - Sharika Laljit30th - Elizabeth Catherine Packaree31st - Yasmin Ramsamy

What do you get if you cross an insect with the Easter Rabbit?

Bugs Bunny