Home

The Ongoing Revolution in Technology and Its Impact on Work

Welcome back to Continuous Improvement, the podcast where we explore how we can adapt and thrive in an ever-changing world. I'm your host, Victor, and today we're diving into the topic of technology and its impact on how we work.

A decade from now, what will the technology landscape look like? Will we be replaced by robots and artificial intelligence, or can we harness the power of technology to enhance our work and stay relevant? These are the questions that have been on my mind lately, prompted by a conversation I had with my professor.

During my Master's program in Technology and Digital Leadership at the National University of Singapore, my professor made an interesting prediction. This got me thinking about the future of work and how we can prepare for it. Today, I want to share some insights with you on this topic.

One thing is certain: technology is continuously evolving. But amidst all the advancements, one thing remains constant – the needs of the customer. No matter how much technology changes, the fundamental human demands persist. As businesses and individuals, our focus should be on understanding and meeting those needs.

Take the banking industry, for example. A decade ago, phone banking was incredibly frustrating. We would call the customer service line only to be greeted by a recorded menu. Fast forward to today, and we still face similar challenges with chatbots failing to understand our queries while human operators remain unreachable.

Yes, banks invest heavily in digital transformation, but sometimes, they miss the mark. They waste resources on activities that don't effectively serve the customer. Hours spent posting on social media go unnoticed, subscription models are rarely revisited, and digital documents often get lost in the cloud.

The truth is, no matter how advanced our technology is, if we don't continually improve the customer experience, we will remain stuck in mediocrity. Digital transformation is not just about using technology; it's about understanding and serving customer needs more effectively. It's about meaningful engagement.

Contrary to popular belief, advancements in technology don't necessarily eliminate jobs. The key is to integrate technology with emerging markets and viable business models. Sometimes, even simple technology can have a profound impact if it performs essential tasks more efficiently.

From a societal perspective, investing in new technology, equipment, and software is crucial for economic growth. Technological advancements enable us to produce goods and services more efficiently, leading to increased wealth and living standards. As the banking industry, we must adapt to this ongoing technological revolution to remain competitive and provide innovative products and services.

So, how can we navigate this continuous revolution in technology? First, we need to shift our focus from technology itself to the customer. We must recognize the true value of new technologies and master their use to offer a superior customer experience. Additionally, improving our productivity through technology will enhance our ability to compete effectively.

That's it for today's episode of Continuous Improvement. Remember, embracing technology doesn't mean losing touch with our core purpose – serving our customers. By continually improving the customer experience and leveraging technology to enhance productivity, we can adapt and thrive in this ever-changing world.

Thank you for listening. I'm Victor, and I'll catch you in the next episode.

持續的科技革命及其對工作的影響

今天，在新加坡國立大學 （National University of Singapore，NUS）數碼領導碩士課程的一堂課裡，教授提到了對未來十年科技格局的預測。這使我思考起工作的未來。工作將如何發展，我們又該如何準備以保持我們的相關性呢？科技如人工智能的進步將對社會產生什麼影響，我們是否應該對此感到擔憂？

我認為，只要我們將注意力從科技轉向客戶，就無需擔心。儘管科技在不斷進化，客戶需求卻始終如一。工具和設備可能會變，但基本的人性需求卻印刻不滅。商業模式在演進，但企業的核心目標卻始終如一。儘管有與工業4.0相關的進步，我們仍然在努力提供最佳的客戶體驗。

十年前，電話銀行令人十分挫败。我有一個簡單的問題，撥打了客服熱線，結果接通的卻是一段錄音菜單，而非人工服務。直至今日，即使技術如聊天機器人等都已相當先進，人們仍然感到挫败，因為這些技術往往無法理解簡單的問題，而真正的人工客服卻總是難以接通。

銀行在數位轉型上投入大量資源，但也浪費不少。他們在社群媒體上花費時間來與顧客互動，然而客戶卻在幾分鐘後就忘記這些互動。他們創造訂閱模式，但客戶可能很少重新關注。他們生成數位文件、郵件和檔案，往往卻在雲端中丟失，而非有效地服務於客戶。

現在我們已經到達一個點，科技已經進步到足夠友好的地步，可以更有效地整合以更好地服務客戶。這不僅僅是關於提高生產力，亦是關於有意義的客戶互動。如果銀行不能持續改善客戶體驗，他們將停滯不前，無論他們的金融產品有多創新。

數位轉型不僅僅是關於科技;主要是關於客戶。科技雖然扮演了一個角色，但提供更有效服務客戶需求的真正轉型在於改進的營運、大規模定制和新範疇的提供。

與一般認知相反，ATM 並未取代銀行櫃員的工作。除非科技得以透過有效商業模式與新興市場結合，否則無任何科技能對行業產生變革。有趣的是，推動數碼公司爆炸性增長的科技往往並不那麽先進。要產生重大變革，你需要的只是一個能更有效地完成傳統被人類處理的任務的系統。

從社會的角度看，投資新科技、設備和軟件對於經濟增長至關重要。一個持續的科技革命將使經濟能夠更有效地生產商品和服務。簡單來說，我們擁有的科技創新越好，我們就可以與較舊的系統相比產出更多的產品。

人類的生產力是隨著時間推移全球財富、權力和生活水平增長的驅動力。由科技推動的生產力，即每人產出量，多年來一直在穩步提升。

在我工作的銀行業，在第四次工業革命中，科技將繼續是推動經濟增長的主要力量。金融市場競爭激烈，競爭對手的科技接受率迅速。我們能否有效競爭，取決於我們是否能及時推出創新的產品、服務和科技。

總結來說，我們應該專注於客戶和社會如何從持續的科技革命中受益。我們需要更好地認識新科技的真實價值，掌握它們的使用，並通過提供卓越的客戶體驗來超越我們的競爭對手，同時提高我們的生產力。

Personal Action Plan

As I was taking an online course on achieving personal and professional success through Wharton Online, I completed an assessment of my current influence behaviors. Based on this assessment, below is my action plan for improving my influence.

One influence tactic I would like to utilize more effectively is Pathos, which Aristotle identified as appealing to the emotions of the audience in his three means of persuasion outlined in "Rhetoric." I aim to convey messages with emotional resonance. The role of a leader isn't merely to present rational arguments; it's also about framing issues emotionally. If I can get people to reveal their problems, pain points, and unmet objectives, I can encourage them to take action by selling them a vision that presents the perfect solution to their problem. Knowing the emotional drivers allows me to frame the benefits of actions in language that will resonate.

I haven't been using this tactic effectively because I've focused too much on Logos, which Aristotle describes as the logic of the idea. My education has primarily trained me in analytical skills rather than in generating passion in others and leading emotionally. Relying solely on logical reasoning, expertise, and data isn't the most effective way to persuade others. Typically, I aim to use concrete examples to present my case, rather than telling an emotionally compelling story. The barrier has been the difficulty in making the audience experience the same emotions that I am trying to convey through a story.

One concrete step I can take soon to show improvement in this area is to incorporate storytelling to help make my points and to find ways of communicating that arouse emotion. Successful people don't necessarily become better leaders because they know more; they improve because they follow through. Following through requires the courage to face the feelings that arise when taking risks and breaking old patterns. This courage is crucial for finding innovative ways to present information or ideas and for thinking about how to articulate them, not just what to articulate. This isn't something I'll learn by listening to lectures. The best approach is to practice in my next presentation, tailoring the communication content and style to the specific audience to influence their emotions effectively.

Personal Action Plan

Welcome to Continuous Improvement, the podcast where we explore strategies for personal and professional growth. I'm your host, Victor, and today we will dive into the topic of influence and how to improve our ability to connect with others on an emotional level.

As you may already know, influence plays a crucial role in our lives, from our interactions with colleagues and friends to the impact we have as leaders. During my recent online course on achieving success, I took an assessment of my influence behaviors, and I discovered an area where I can make significant improvements: using the power of emotions to connect with others.

In Aristotle's "Rhetoric," he identified three means of persuasion: Ethos, Logos, and Pathos. Ethos deals with credibility and trust, Logos focuses on logic and reasoning, while Pathos appeals to the emotions of our audience. In my own personal journey, I have realized that I have been relying too heavily on logic and data, neglecting the importance of emotional resonance in my communication.

To address this, I am determined to incorporate more Pathos into my presentations and conversations. By understanding the emotional drivers of those around me, I can frame my messages in a way that resonates deeply and inspires action. It's not just about presenting rational arguments; it's about connecting with the audience on a level that touches their heart.

Now, you might be wondering why I haven't been utilizing this influence tactic effectively. The answer lies in my educational background and training, which primarily focused on analytical skills rather than emotional intelligence. This imbalance led to a tendency to rely solely on logical reasoning and concrete examples, rather than storytelling and emotional engagement.

But I believe that growth comes through action, not just awareness. So, I am committed to taking concrete steps to improve my influence. One of these steps involves incorporating storytelling techniques to convey my points. Stories have the power to transport others into an emotionally charged experience, allowing them to see the bigger picture and feel compelled to take action.

I also recognize the importance of tailoring my communication style to specific audiences. Each person has their own unique set of emotions and experiences, and by understanding these, I can craft messages that truly resonate with them. It's about finding innovative ways to present information and ideas, not just what to articulate, but how to articulate it effectively.

Now, this isn't a skill I can develop overnight. It takes practice and courage. I must be willing to face the discomfort that comes with breaking old patterns and taking risks. This courage will allow me to explore new ways of communication and refine my ability to connect emotionally with others.

So, in my next presentation, I plan to put these strategies into action. I will focus on crafting a compelling narrative that engages the emotions of my audience. By doing so, I hope to inspire and influence others in a more profound way than ever before.

In conclusion, improving our influence requires a willingness to step outside our comfort zones and embrace the power of emotions. By incorporating storytelling and tailoring our communication to specific audiences, we can create connections that drive meaningful change.

Thank you for joining me today on Continuous Improvement. I hope you found our exploration of influence valuable and that you will join me again next time as we continue to delve into strategies for personal and professional growth.

This is Victor, signing off. Remember, continuous improvement is within your reach.

個人行動計劃

當我正在透過沃頓在線學習達成個人和專業成功的課程時，我完成了一項關於我當前影響行為的評估。基於這項評估，下面是我提高影響力的行動計劃。

我希望能更有效地利用的一種影響策略是感性(Pathos)，亞里士多德在他的《修辭術》中將其認定為他對說服的三種方式之一，用於調動觀眾的情感。我希望傳達具有情感共鳴的訊息。領導者的角色不單單是提供理性的論述，還包括用情感來框架問題。如果我能讓人們揭示出他們的問題、痛點和未達成的目標，我就可以通過提供解決他們問題的完美視野來鼓勵他們採取行動。了解情感驅動因素讓我可以用能引起共鳴的語言來描述行動的好處。

我一直未能有效地使用這種策略，因為我過於專注於羅吉思(Logos)，亞里士多德將其描述為理念的邏輯。我的教育主要訓練我分析技能，而不是激發他人的激情和情感領導。僅僅依賴於邏輯推理、專業知識和數據並不是最有效的說服方式。通常，我傾向於使用具體的例子來表述我的案例，而不是講述一個情感吸引人的故事。這其中的阻礙是讓觀眾經歷我試圖通過故事傳達的相同情感的困難。

我很快可以採取的一個具體步驟，以在這個領域顯示改進，是結合故事講述以幫助我講點，並尋找激發情感的溝通方式。成功的人之所以能成為更好的領導者，並不是因為他們知道的更多；而是因為他們有所貫徹。進行貫徹需要勇氣面對當我們冒險和打破舊模式時所產生的情感。這種勇氣對於找到創新的信息或想法呈現方式，以及思考如何表述它們，而不只是表述什麼，是至關重要的。這不是我通過聽講座就能學到的。最好的方法是在我的下一次演講中練習，根據特定觀眾的需要來調整溝通內容和風格，以有效地影響他們的情感。

Reflecting on Influence and Power

I am reflecting on two aspects of influence and power: relationship-oriented (investing in relationships) and result-oriented (building a reputation for performance).

Firstly, investing in relationships has led me to rethink how I view power. Effective managers devote 50 to 60 percent of their time to building and maintaining networks. I can encourage collaborative behavior by fostering communication and demonstrating my commitment to teamwork. This isn't about engaging in office politics; rather, it's about leveraging influence to enhance team effectiveness. Leading diverse teams requires balancing different priorities effectively. Building a support network and motivating people to take action necessitates investing time to build rapport.

For example, Sergio de Mello, a Brazilian United Nations diplomat who worked on various UN humanitarian and political programs, prioritized the dignity of citizens. Local staff members were unaccustomed to receiving such a level of respect from foreigners. His investment in this regard significantly increased his effectiveness. He even learned the native language, recognizing that language is the key to understanding a people's culture, and culture is the key to winning people's hearts. This approach allowed him to gain the sympathy of the people and invest in the relationship.

Secondly, building a reputation for performance made me realize its importance in acquiring influence and power. Team leaders should be both relationship-oriented and result-oriented, as both are crucial for successfully leading a team. People tend to give credit to and follow leaders who have a strong track record of accomplishing tasks and achieving positive outcomes. This means that my name needs to be associated with quality work. I must not only do what I say I will do but also do it well. This focus should be on tasks with the most significant impact. Power is legitimately earned when a leader delivers actual value.

For instance, Robert Moses, an American urban planner and public official who worked in the New York metropolitan area, gained access to levers of power primarily because of a reputation for performance that was built over decades. He was known as the "Man Who Got Things Done." He demonstrated leadership principles that earned him trust and enabled him to deliver results.

Overall, upon self-reflection, I've found that there's a sweet spot between focusing on relationships and results, both of which are critical aspects of influence and power.

Reflecting on Influence and Power

Welcome to "Continuous Improvement," the podcast where we explore strategies for personal and professional growth. I'm your host, Victor, and today we're diving into the fascinating topic of influence and power. Specifically, we'll be reflecting on two key aspects: investing in relationships and building a reputation for performance.

But first, let's talk about the importance of relationships in acquiring and leveraging power. As I discovered, effective managers invest a significant amount of time into building and maintaining networks. It's not about playing office politics, but rather fostering collaboration and enhancing team effectiveness. Building rapport and communicating effectively are crucial for leading diverse teams.

One inspiring example is Sergio de Mello, a Brazilian United Nations diplomat who prioritized the dignity of citizens. By investing time in building relationships and respecting the local staff, de Mello increased his effectiveness and gained the sympathy of the people he worked with. He even learned their native language, recognizing the power of understanding culture and winning hearts.

Investing in relationships is just one side of the coin though. The other side involves building a reputation for performance. Leaders who have a track record of accomplishing tasks and achieving positive outcomes tend to acquire influence and power. It's not enough to simply promise and say the right things; delivering quality work is essential. This focus should be on tasks with significant impact.

Take for instance Robert Moses, an American urban planner renowned for his ability to get things done. Over the years, Moses built a reputation for his exemplary leadership principles and the trust he earned. This allowed him to deliver results and gain access to levers of power.

As I reflect on these aspects, it's clear that there's a delicate balance between investing in relationships and being result-oriented. Successful leaders need to be both relationship-oriented and focused on achieving outcomes. By dedicating time to building relationships while simultaneously delivering tangible value, one can acquire legitimate power and influence.

So, whether you're leading a team or striving for personal growth, remember to invest in relationships, foster collaboration, and build a reputation for performance. Balancing these elements will help you navigate the complex world of influence and power.

That's all for today's episode of "Continuous Improvement." I hope you've gained valuable insights into the importance of relationships and results in acquiring influence and power. Join us next time as we explore new strategies for growth and development. Until then, remember to embrace continuous improvement in all aspects of your life.

反思影響力與權力

我正在反思影響力和權力的兩個層面：關係導向（投資於關係）和結果導向（為表現建立聲譽）。

首先，投資於關係讓我重新思考我對權力的看法。有效的經理人將50到60％的時間投入於建立和維護網絡。我可以透過促進溝通並展示我對團隊合作的承諾來鼓勵合作行為。這並不是參與辦公室政治，而是利用影響力提高團隊效能。領導多元團隊需要有效地平衡不同的優先順序。建立支持網絡並激勵人們採取行動需要花時間建立融洽的關係。

例如，塞爾吉奧·德梅洛，一位在聯合國各種人道主義和政治項目中工作的巴西聯合國外交官，重視公民的尊嚴。當地的員工並不習慣接收外國人這樣的尊重。他在這方面的投資大大提高了他的效率。他甚至學習了當地的語言，認識到語言是理解一個民族文化的關鍵，而文化是打動人心的關鍵。這種方法使他得到了人民的同情並投資於關係。

其次，為表現建立聲譽讓我意識到獲得影響力和權力的重要性。團隊領導者應該既關注關係也注重結果，因為兩者對於成功領導一個團隊都至關重要。人們傾向於給予贊揚和追隨那些有著完成任務和取得正面結果堅強紀錄的領導者。這意味著我的名字需要與高質量的工作聯繫在一起。我必須不僅做我說我會做的事情，而且要做得好。這種關注應該集中在影響最大的任務上。當一位領導者提供實際價值時，權力就是合法賺來的。

舉例來說，羅伯特·摩西是一位在紐約大都會地區工作的美國城市規劃師和公職人員，他主要因為幾十年來建立的表現聲譽而獲得權力的開關。他被稱為“做事的人”。他展示了贏得信任並使他能夠取得成果的領導原則。

總的來說，經過自我反思，我發現在關注關係和結果之間有一個甜蜜點，這兩者都是影響力和權力的關鍵方面。

My Personal Theory of Success

In this essay, I am writing about my theory of success and how I plan to achieve it. My definition of success encompasses four areas: 1) Personal learning and development, 2) Financial freedom and autonomy, 3) Optimal utilization of my unique combination of skills and talents, and 4) Family fulfillment and community service. I believe these four areas can be achieved through a growth mindset, investment, increasing one's adversity quotient, and improving human relationships.

I won't discuss a secret formula for success because I believe there isn't one. Different people have their own definitions of success, and it's not something you can simply search for and find. There are no foolproof techniques for achieving success; instead, it requires self-reflection. As Socrates said, "The unexamined life is not worth living."

Firstly, success involves personal learning and development. I believe successful people are always learning. They stumble, pick themselves up, and try again. They fail quickly, adapt, and improve. This iterative process eventually leads to success. Even if I fail, I am still better off than those who take no action and remain stagnant within their comfort zones.

A growth mindset is essential for accepting failures, recognizing faults and weaknesses, and then taking action to improve. As I make internal improvements, the external environment also changes, aiding my personal growth and boosting my confidence. If someone never acknowledges their problems or mistakes, they will never improve and will continue to fail. Even if they achieve something by chance, the level of their success will be limited. Remember, life is a continuous journey of learning and improvement. Success can be limitless, and to this day, I continue to push myself to make progress.

Secondly, success means financial independence and autonomy. While money is not synonymous with happiness, a lack of money can certainly lead to unhappiness. Basing success solely on wealth and achievements is a trap because human nature prevents us from ever being completely satisfied. Instead, sustainable achievements like financial security and freedom should be the goal. This entails delaying instant gratification and investing in the future.

Furthermore, success shouldn't be defined as momentary happiness. Happiness fluctuates, and our genetics set a baseline level of contentment that doesn't define success. Instead, greater happiness comes from achieving goals that require sacrifice, risk, uncertainty, and effort.

Thirdly, success means fully utilizing my unique combination of skills and talents. Anything less feels like a waste of life and resources. The willingness to be dissatisfied can fuel motivation and inspire action. It takes effort and a high adversity quotient to overcome challenges and work toward professional goals. Ideally, I can find a sweet spot that aligns my work with emotional fulfillment and financial compensation, while also utilizing my unique talents.

Lastly, success means family fulfillment and community service. Defining success on my own terms helps me remember what's important. Success is not a ladder to climb or a race to win; it's a measure of the positive influence I can have on others. Achieving this requires honing my social skills to lead and influence people.

Bad interpersonal skills can result in isolation and hinder peak performance. Thus, I continually assess and improve my relationships with others. Social interaction carries risks, but with effort, everyone can find a role that allows them to contribute to the community.

Although I am introverted and shy, I push myself to interact with strangers. Despite any fears, I recognize the importance of practice in developing social skills. Happiness, I've found, is more about shared experiences with loved ones than material possessions.

In conclusion, my perspective on success evolves as I age. A fulfilling life comes from focusing on the learning process, investing in the future, developing my potential, caring for my family and community, and striving for success rather than fearing failure.

My Personal Theory of Success

Welcome to Continuous Improvement, the podcast where we explore strategies and insights for personal growth, financial freedom, and making a positive impact on our communities. I'm your host, Victor, and today we're diving into the topic of success.

Success can mean different things to different people, and there is no one-size-fits-all formula. In fact, success is a personal journey that requires self-reflection and continuous improvement. As Socrates once said, "The unexamined life is not worth living."

Today, we'll be discussing four key areas that contribute to a well-rounded definition of success: personal learning and development, financial freedom and autonomy, optimal utilization of our skills and talents, and family fulfillment and community service.

Let's start with personal learning and development. Successful individuals are always learning, adapting, and improving. They embrace a growth mindset that allows them to accept failures, recognize weaknesses, and take action to improve. By constantly seeking self-improvement, we can create a cycle of growth that leads us closer to achieving our goals.

But success is not just about personal growth; it also involves financial independence and autonomy. While money may not be the ultimate source of happiness, it is undeniably a significant factor in our lives. By defining financial goals and practicing delayed gratification, we can ensure long-term security and freedom.

However, success does not solely revolve around personal achievements and wealth. It also requires utilizing our unique combination of skills and talents to their fullest potential. By finding alignment between our work, personal fulfillment, and financial compensation, we can experience a truly fulfilling career. This often means embracing challenges, taking risks, and continuously honing our skills to overcome obstacles along the way.

And finally, success should not be confined to our individual lives. It extends to our relationships with family, friends, and the wider community. By nurturing our interpersonal skills and investing in our relationships, we can create a positive impact on those around us. Making a difference in the lives of others and contributing to our community are essential aspects of a successful and meaningful life.

So, what is the key to achieving success in these four areas? It all boils down to continuous improvement. Success is not a destination; it's a journey. By embracing a growth mindset, investing in ourselves, increasing our adversity quotient, and strengthening our relationships, we can create a life that fulfills our definition of success.

Remember, success is not a race or a competition with others. It's about being true to ourselves, finding our purpose, and making a positive impact in our own unique way.

Well, that wraps up today's episode of Continuous Improvement. I hope you've gained some valuable insights on how to define and achieve success in your life. Remember, it's a continuous journey of learning and improvement. I'm Victor, your host, signing off.