The GLO: Your Global Link to GCA
We’ve referred to them often enough- on the website,
in the newsletter, in your course specs- GLO’s are the people to get in
touch with for anything related to the GAC Corporate Academy.
They are the GCA Liaison Officers, and they are a group of
people selected by you, for you, to help you find your way
around and to our classes.
One of the reasons why they’re so good at what they do is that they’ve been students themselves.
GLO’s are first nominated by a GAC Manager from a participating
office, and once they are finished being congratulated, they
are enrolled in an advanced Human Resource Development Course
here at GCA.
During the course they are exposed to some of the latest developments
from the field of human resource development, and they work
with GLO’s throughout the GAC World to collaborate on relevant
and emerging issues associated with the Academy.
GLO's are also trained to perform needs analysis in a specific
context and articulate the unique needs of each client company,
meaning that if you're not sure which GCA course can bring the
strongest boost to your team, then the GLO can help.
GCA Liaison Officers also receive coaching training, enabling them to
help unlock the potential of both individuals and teams and
maximizing their effectiveness.
To speak to one of our GLO’s, all you need to do is find the one near
you, and then email whatever query you'd like help with. We
look forward to hearing from you, today!
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A Little Thanks Goes a Long Way
|| By Waleed Jameel
A colleague of mine, RN, told me an interesting anecdote the other
day. He's working on a new software for the company and the development
team is spread over several offices and countries. It's been tough
getting everyone on the same wavelength and tougher yet to have changes
updated in the system quickly.
RN is a smart manager. He realised that while everyone was skilled
and doing the job, the mechanics of interaction were rusty, and people
communicated with each other tersely and reluctantly. What was needed
was a little oiling to smoothen up things. RN took ownership of the
problem and reacted. He started saying "Thank you" and replying back
positively to everyone. Today, the same group of people anxiously check
up with him: Is everything ok? Do you need anything more? Did it work as
you needed it to? It's a 360 degree change that has everyone satisfied.
Saying thanks seems to be absent from the work culture in Dubai,
which does nothing to inspire people to go the extra mile or make the
best of any opportunity- why should they, when they don't even get
thanks? Validation is a powerful motivator, and its absence can be a
depressing factor in any team or office.
Dennis Snow, a customer service excellence expert in Florida (USA),
talks of the power of positive feedback, be it for customers or
suppliers. Everyone wants employees that exceed expectation. Thus, it is
vital that their hard work and performance be recognized. If it is
ignored, people's desire to exceed will ebb away and eventually, it will
stablise at minimal or average performance levels.
Studies have demonstrated that for recognition to have powerful
impact, it must occur immediately after the desired behaviour. Your
employee has worked hard and shown results (be they good or average is
besides the point - it is the internal flame that must be kept strong).
While in this elated emotional state, provide positive feedback to
further cement the desire to exceed expectations regularly. As time
passes, the recognition will have less impact and its appreciation will
You don't have to be a manager to use this simple effective
technique. Anytime a co-worker goes beyond expectations, let them know -
shower them positively. Start small with a simple "Thank you, I
appreciate your experienced guidance." A simple email acknowledges the
work performed, expresses gratitude and appreciation, and ensures that
credit is given to the proper person. It builds confidence in others,
establishes respect and thus leads to better working relations with your
At my office, I see this spirit in work everyday. My manager thanks
the office boy for tea every single time. He sends out email responses
each and every single time his query is answered. A supplier I have in
New Zealand always wraps up his emails with a text smiley face ":)". He
thanks and smiles, from miles away. These people always manage to get
good results from me. I'm a happy customer of theirs and look forward to
exceeding their expectations every single time.
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Profile: GLO Captain
Ahmed Al Rasheed
My career in shipping started when I joined marine section, in
Bahrain Petroleum Company (Bapco), as a trainee (1969). I took over few
positions prior to being sent to England in 1974. I was studying in
Warsash Nautical College, Southampton-England. My thanks goes to the
management of Bapco, at the time, to have given me the opportunity to
I took over ships piloting in 1984 until August, 1997, handling
different types of ships. We were the first Bahraini pilots in the
Island to take over from the expats. I took early retirement on April,
I came in contact with GCA when Mr. Damien Odonoghue, General Manager of GCA, kindly introduced me to it.
At present I am the head of GAC Bahrain Academy, where we arrange and
run courses for our employees, either in-house or outside the academy.
I became interested in becoming a GLO once I started the course and
knew more about it. My role within GAC Bahrain as a GLO is that I
introduce and encourage the staff to take as many courses available as
possible, with the blessing of the management.
I have been involved with teaching in the past with Bapco when I used
to train Bahraini Tug Captains, Barge Captains, Trainee Pilots, and
My experience of dealing and sailing with so many different
nationalities of people, from all over the world, gives me a better
understanding of different types of people, and fits in nicely with my
role as a GAC Liaison Officer.
Five Tips for Writing Effective Business Communiation
Business communication is a
definite technique of writing, and while many of us would like
to believe that “literary
license” liberates us from the
conventional rules of writing, this luxury is not available
when preparing formal communiqués designed to deliver a
specific message to a specific audience.
If a few fundamentals are kept in mind, one can never go wrong while developing business communication:
Know your audience.
This remains the most important principal when preparing any message –
be it in your professional life, or personal. You need to know
what it will take to get your message across – What the
capacity of your audience is, and how you can best capture
their attention and interest.
Your message thus should
be designed for the recipient - tailored differently for
different people. Your style of presentation, use of vocabulary and
emphasis, amount of information and detail included, tone etc. will
all have to be audience specific.
Get the greeting right.
This one is very important. If you’ve never met the recipient in
person, or they are in a position of seniority, never address them
with familiarity, and or colloquial greetings. Go with a “Dear
Mr. / Ms. (last name)”.
First names and casual
greetings should only be used when a certain degree of
acquaintance has been achieved, and a level of comfort
established. On the other hand, if you are addressing a
person of junior rank, it’s a good idea to come off on
the lighter side, to put them at ease.
Start from the beginning; give a middle and then an end.
Your message, ANY message, needs to have a structure.
Depending on the length of your message, the main body, or the
middle should contain the crux of the matter, presented in a
clear, concise manner. Ensure all relevant information is there. What
would your reaction be if you were receiving the message? Are you
unclear about the information given? Does it lead to further
questions? Does it get your message across?
Depending on the type of
message you are sending out, the closing should either
encourage or discourage further communication. In either
case, the key words for closing a message are
“courteous”, and “polite”. Being “firm” doesn’t necessarily
translate into being “rude”.
Say what you need to, not more, not less. Essay writing and long walks
in the park are to be saved for another day. The likelihood is,
for your recipients, time means money, so verbosity,
description and storytelling are anathemas to business
Keep It Simple.
Principles that guide your life need to form the basis of your written
communication. What’s once sent out is very hard to retrieve,
so don’t complicate things.
Official communication is
not meant to be used to establish superiority over
others. If you have something to say, say it and get
done with it. Remember, the most effective message will
be the one that uses minimum effort to achieve maximum
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