The Dutch Vietnamese Management Supporter No. 8

The Dutch Vietnam Management Supporter Learn To Listen To The Young! Note: The opening article might be confrontational to some readers. Be assured that my intention is to improve, not to offend anyone. So if you recognize yourself, or someone you know, please keep this in mind. Although I’m a business trainer and university professor, I am also a fulltime student of Vietnamese Life. It’s well known that getting older slows down learning, especially where behavior and cultural customs are involved. I’d like to share a few ‘facts of life’ with you. I grew up in Holland, the country that gained fame in Vietnam with Heineken, Tulips and Dutch Lady. In January I was back in Holland for 3 weeks, then returned to Vietnam for Tet. The contrast between the two peoples is remarkable. Many Dutch get depressed by the recession and complain loudly. It affected my mood. In Vietnam, I sense a different attitude towards the recession. To the Vietnamese this is something that will pass: “We don’t let ourselves get affected. We have seen much worse than this. We are strong. We’ll manage.” I’m impressed by this realistic attitude and national sense of confidence. My worry about Vietnam is of a different nature. As a specialist in soft skills, I observe that within an organization the ones in power believe they are always right. They rarely listen to what those in the lower ranks – usually, young people – have to say. The communication from top to bottom is a ‘one way traffic’ of orders and information. The attitude is: you are young, so  be proud to work for me,  I expect you to do what I say, and  always agree with me. This attitude is directly related to the heart of Vietnamese culture: the family. (continued on page 4) Vietnam is rapidly becoming an international country, and Ho Chi Minh City an international city. Here a Vietnamese Business Consultant, Ms. Nguyen Thuy Phuong, and Australian Education Specialist Mr. Larry Gallagher (right). They had just attended a lecture. When you frequent the crossroads, you meet interesting people.

“People deal to much with the negative, with what is wrong. Why not try and see positive things, to just touch those things and make them bloom?” Thich Nhat Hanh

LH Resources Office @ 62/44 Duong So6, P.5, Go Vap District, Ho Chi Minh City 3rd year, no. 2 May 1, 2009 This magazine was born in March 2007. In its first year, three editions were published and distributed among my Vietnamese and Dutch business and private associates. Purpose: to keep them informed about my activities in Vietnam. This amazingly attractive and energetic country has rapidly conquered my soul, and become my home away from home. Loek Hopstaken

In this issue: Learn To Listen To The Young! News from Hopstaken

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Communication Workshop

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Learn to listen (ct’d)

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Teaching, Meeting, Working & Partying

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Standing offer: free lecture

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Contact information Brief resume

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Next issue: July 2009

3rd year, no. 2

LH Resources

The Dutch Vietnam Management Supporter

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NEWS FROM LOEK HOPSTAKEN Ho Chi Minh City, 29th of April 2009 The months after Tet have been productive months. Besides delivering lectures at Vietnamese companies and teaching Sales Management (at North Central University), I have been busy writing course materials and articles, and creating powerpoints. My network has been expanding. In these Recession times the temptation to sit back and wait for better times is a trap. I think the right attitude is to create, create and create some more. To promote, to nurture contacts with useful advise and to prepare for the better times-to-come. The Recession will only come to pass when we keep up our working spirit. If we don’t the Recession will become a Depression. In my opinion, the way to avoid that is to produce what is needed. To find out what is needed is a matter of asking those whose intention it is not only to survive the crisis, but to come out in better shape than when it started. That’s the challenge. So ask your clients what they need. And then produce that, find solutions, communicate and work hard. There is no other way. To receive my updated catalogue, write an email to [email protected] or [email protected].

FROM May 3—June 13 I am in The Netherlands. Of course I can be reached by email. For questions about my agenda, please call Ms. Lien Huong (090 888 9451) or mail [email protected].

A Different Attitude towards Doing Business To many it’s tempting to lower quality to get more revenue. A temptation which may result in some turnover and perhaps, profit. But when the Recession is over, it results in disaster. Why? Your customers pay for quality, and will be disappointed when they get less for the same price. One bad day they will look for another supplier—one that will always deliver quality. Short-term solutions often create long term problems. Entrepreneurs know this. These times require a different attitude towards doing business. It’s the responsibility of both suppliers and customers to cooperate, in order to secure their collective future. Together we are strong indeed! Options a. same quality and quantity for a lower price; b. higher quality and quantity for the same price, or c. higher quality and quantity for a temporarily lower price. My option is c. Experience will tell you that a higher quality of personnel and organization makes a significant difference. Added value as a result of higher motivation and insights into cooperation. Let’s sit down and talk. Let’s talk future. Let’s create a vision, and make it reality. Let’s start a co-makership.

“Success in any business is 85% ability to relate to other people and attitude, and 15% job knowledge and technical skills.” Dale Carnegie

3rd year, no. 2

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The Dutch Vietnam Management Supporter

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The Communication Workshop You can hear the following sayings on shopfloors, in offices, meeting rooms and … at home: “I don’t understand.” When we are talking with someone, or attending a meeting, we often think it, and rarely say it. When we don’t understand, however, we may get into in trouble. “Why didn’t you DO something?” The person who is asked will not have a ready answer. Maybe a defensive reaction. Often when this type of negative ‘Why?’ is asked, it accuses, intimidates and humiliates. It’s not a real question, it’s a signal of frustration. A reproach. It throws the communication out of balance. Many fights start of with a reproach. “Yes.” Meanwhile, we think: “No.” And as we think ‘no’, we may very well act ‘no’ as well. So why do we say ‘yes’? To please? To keep the other person from losing face? To avoid a negative reaction?

“You are wrong.” You may be right. But without further explanation, this judgment cuts communication. This leaves the other person wondering why, and what to do next. When there is no recognition or appreciation for what a person is doing right, the negative emotions will predictably demotivate the person from keeping to do it right. When you demotivate a person, he is likely to become uncooperative. Some, who have been bullied once too many times, leave. Others who can’t leave become saboteurs.

“You are too young and too inexperienced too understand.” Again, maybe you’re right. Yet, the effect of your words may be contrary to what you want. The current recession is proof that certain decisions made by older, highly educated and very experienced people have resulted in disaster. A different attitude toward business problems is needed. Remember what the great W. Edwards Deming said: “Does experience help? NO! Not if we are doing the wrong things.”

Do you recognize yourself in one of these situations? Do you want to improve the no. 1 soft skill we need to survive—both at work and at home? If the answer is YES, then my suggestion is: do what thousands did before you: participate in my Communications Workshop. You will learn how to handle many kinds of situations, and how to improve relationships. Be ready for action-learning. A great way to learn how to improve communication skills is to do this with a team of colleagues—‘in company’. The Communication Workshop takes 2 x 2 days: Part One: Communication Basics—Use of Emotions, Intention, Control Part Two: Dealing with Difficult People and Situations. I hope to welcome you soon! Loek Hopstaken—Workshop Leader

How much does the 4-day Communication Workshop cost? Per in-company team: US$ 3,950 (excl. tax). Max. 16 participants. “The best news of all is that soft skills can be developed on an ongoing basis, through good training, insightful reading, observation and of course, practise, practise, practise.” Impact Factory

3rd year, no. 2

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The Dutch Vietnam Management Supporter

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Learn to Listen to the Young! (continued from page 1) The Vietnamese family is where children learn to be proud of their family, to obey and to agree with their parents. Yet, an ancient Vietnamese wisdom says: the young generation will stand up and challenge the old generation with new ideas and inventions. As a trainer and professor, I talk a lot with young people. This includes many Vietnamese alumni, men and women who graduated as bachelors and masters in international business administration. I ask them about their ideas. When they have an idea and they are enthusiastic about it, I always ask: “Have you told your manager about this?” Most often, the reply is: “It’s no use trying. He won’t listen to a young person.” One said: “My experience is that senior managers only believe in their own ideas. They don’t listen to the young.” I sincerely believe young people are worth listening to. I teach them, while they teach me. They are often full of ideas. Did you know that 80% of the inventions that have resulted in a Nobel Prize were made by people below 50? That half of them were below 40 when they made their breakthrough discoveries? That Albert Einstein was 26 when he did that? That many successful new, multi-billion-dollar companies companies like Google, Apple and Microsoft were built by people in their mid-twenties? People like Steven Jobs? Bill Gates? Did you know that these companies have as an official policy to listen to the young, as this is a constant source of their success? So, my worry is simply that Vietnamese organizations – private and governmental – miss out on great ideas, even inventions, that may stimulate the Vietnamese economy and make those organizations more successful. In these recession times we need new ideas. Don’t think that all good ideas come from the USA, or from ‘the boss’. They don’t. Use more Vietnamese ideas! My advise: break through the cultural barrier of not listening to the young. They form the vast majority of the Vietnamese population. They are better educated than ever. They are ambitious. There must be a WEALTH of great ideas, as yet unknown, unexplored, and unused. Tap it! Use it! The Vietnamese economy, and therefore, the Vietnamese people will benefit greatly. That is my belief. Listening to employees has another benefit. The current problem of many entrepreneurs is “How do I keep my most valuable personnel?” It’s not always money that makes them change jobs. It’s also recognition. Communicate with them. Listen to them. Give them an opportunity to come up with ideas. And give them room to disagree with an existing situation, and to work on it to improve it. THAT, I sincerely feel, is the start of innovation. And: one effective way to survive the recession and come out as a winner. With the Vietnamese mentality: realistic, and with a firm confidence in the national culture, this is bound to happen. Prof. Loek Hopstaken ([email protected]) Read what one of the most successful business leaders says about competency and age: “Obviously the second thing would be to hire very competent people. That was a little bit natural for me because you have to understand I came from legal background. If you are in a law firm, it’s not very hierarchical. And if somebody was number one in his class at Harvard Law School, for example, it doesn’t matter that he or she is young. There’s respect for intellectual ability. I always wanted to hire competent people. And I want to hear what they have to say. It’s very important for a leader to be open-minded and invite debate and get people to talk about the issues very openly.” Domenico De Sole (former Chairman of Gucci, and architect of its ‘turnaround’. Currently CEO of Tom Ford International. Interview with Knowledge@Wharton. See http://tinyurl.com/soleint.)

“Nature has given us two ears, two eyes, and but one tongue—to the end that we should hear and see more than we speak.” Socrates (Greek philosopher - 469-399 BC)

3rd year, no. 2

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The Dutch Vietnam Management Supporter

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Teaching, meeting, working, and partying For several weeks I have been teaching Sales management to an all-English speaking class of 40 students. They are on their way to become Bachelors of Business Administration at North Central University. This American university has two floors in the tallest building of Ho Chi Minh City University of Industry (HUI), Go Vap District. Each class we cover one chapter. The first part is in the capable hands of Dr. Ngo-Anh Clement, I do the second part. April 17 was the midterm exam. It’s great to communicate with the next generation of Vietnamese, and increase their abilities to face their future duties. Grading exams is not just boring work. Sometimes you come across a really original thought, a great idea, or an original viewpoint.

Building a network is not just dry work. In Vietnam, it’s a matter of finding the right company, and creating an event. Vietnamese food and Dutch beer go very well together, just like Vietnamese and Dutch can work very well together. Here’s to many successful co-makerships! Chúc sú’c khoẻ!

We stimulate the students to develop their own ideas, not just follow the models and examples in the book. These times require more than that. Students must be ready for a business world that needs the best workable tools, but some of those have yet to be invented. By one of them, perhaps! So we challenge them, invite them to improvise, and come up with ideas that are not in the book and not told by their teachers in class. If they are to become leaders, they should develop leadership abilities, not follower abilities.

“Autonomy, complexity, and a connection between effort and reward are, most people agree, the three qualities that work has to have if it is to be satisfying.” Malcolm Gladwell ( in: Outliers)

3rd year, no. 2

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STANDING OFFER:

EXPERIENCE HOW HOPSTAKEN MAKES A DIFFERENCE A theory serves its purpose when it increases someone’s practical skills. The English say: ‘The proof of the pudding is in the eating’. There is only one way to get to know my way of training: by experiencing it. One way of getting this experience is to invite me to deliver a FREE LECTURE (1-1,5 hours) in your company. You choose the topic. For ideas, see the ‘mini-catalogue’ (right). Three conditions: 1. the participants should be able to understand English, 2. the maximum number is 40, and 3. the company provides a projector and screen. If you are interested, please let me know. Name the topic and the period in which it will be feasible for you and your team to attend the lecture. Then we can start the scheduling. Till soon! Loek Hopstaken

For contact information, see page 7. Left: after a lecture at TMA Solutions dr. Nguyen Huu Le hands me the TMA Tea Cup. The lecture was about public speaking. Other topics: How to Handle Emotions, How to Control Time, Crisis Management, Personnel Selection, Strategic Thinking, Persuasion and Networking. Below: after a Masterclass at Wittenborg University, The Netherlands, Vietnamese,

MINI-CATALOGUE An overview of Hopstaken services

Workshops A workshop is a 2-4 day group activity with a defined purpose, where theory, practical exercise and exchange of experiences are the main ingredients. Areas: HRM, PR, Communication, and Management.  Team Engineering  Communication  Commercial Communication  Public Relations  Effective Meetings  Organizational Design  Intercultural Communication  Time Management/Efficiency  Personnel Selection

Consulting Consulting is any specified expert activity to help solve a defined problem. This can take the form of coaching, but also, conducting a research. By definition, it is tailor made. Areas: HRM, Strategy, PR.  Management Coach  Corporate Strategy  Personal Coach  Mediation  Executive Selection  In- & External Surveys

Seminars A seminar is a 3-4 hour interactive transference of core know-how, combined with practical assignments.  People Management  Emotions in the workplace  Conflict Handling  Business Ethics  The All Round Manager™  The All Round Communicator™  The Soft Skills Program

Investments

Chinese, Turkish and Dutch students stay behind for ‘question time’. This is an informal and popular part of the Masterclass, where students are invited to ask their teacher ‘anything’. Here they’re ready to go and face ‘Dutch Winter’.

Workshops: US $ 1,200 per team/day. Consulting / Coaching: US $ 90 p/h. Seminars: US $ 500 per seminar; (except the ‘All Round’ seminar programs). US$ 250 per lecture . Train-the-Trainer: US 1,200 per day. Contact me for longterm conditions.

3rd year, no. 2

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The Dutch Vietnam Management Supporter

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This newsletter is written & published by Loek Hopstaken. LH Resources Office: 62/44 Duong So 6, P. 5, Go Vap District, HCMC Email: [email protected] or [email protected] Mobile: 090 888 9450 Assistant: Ms. Vo Ngoc Lien Huong Email: [email protected] Mobile: 090 888 9451 Website: www.lh-resources.com (under construction) Loek Hopstaken’s company in The Netherlands: Hopstaken Bedrijfsadvies. Address: Gouden Leeuw 628, 1103 KN Amsterdam ZO

Who is Loek Hopstaken?

Reference letter from President Dutch Delta University, Deventer, The Netherlands

1951: born in Haarlem, Netherlands 1971: Near & Middle East travels 1972-1975: Amsterdam University 1976-1977: North & South America 1977-1993: career in banking: NCB, Postgiro, Postbank, NMB Postbank Group, ING Bank 1979-1982: BA studies 1983-1988: project manager privatization process Postgiro to Postbank (field: HRM) 1989-1993: project manager formation NMB Postbank Group; ING Group (fields: PR and TQM) 1991: founding own company: Hopstaken Bedrijfsadvies 1993: left ING Bank; started career in training and consultancy 1996-2000: business club MC 2001: started mediation career 2003-2008: combining training & consultancy for companies with teaching at an international management school (BA—MBA) 2005: appointed Professor 2006: start of exploring the Vietnamese market 2007: first 3 visits to Vietnam 2008: 4th & 5th extended stays in Vietnam: lecturing, consulting, surveying, delivering workshops at 2 universities; establishing in HCMC 2009: founding of LH Resources Full cv available.