Post on 21-Dec-2015
transcript
How to become the Most Loved Department
Retention
Recent HDI survey of members indicates retention of good employees as a top challenge
People don’t quit a company or a job, they quit a team lead, supervisor, manager, director, VP or CxO
What Does Your Team Look Like?
Good Employees – 10%Marginal Employees – 80%Sub-Optimal Employees – 10%
Opportunities
Vacant PositionsReviews
PerformanceProjectTask
Team Meetings
Are you a Leader?
The Uncomfortable StuffI must be a manager, it says so on my
business card!This is the one time it really is all about
you!
Mirror, Mirror
Ask yourself every morning….If today is my last day to live, would I do
what I’m about to do???Have the courage to follow your heart
and intuitionDon’t let the noise of other’s opinions
drown out your inner voice
Mirror, Mirror
Find what you LOVE to do and keep doing it
Never settleWork fills a large part of your lifeYou must love it to be satisfied“A team that gives poor service or has a
bad attitude ~ that fish stinks from the head every time” Tim Sanders
No Guts
The most valuable tool for any leader is a mirror
What makes a good mirrorJournalsOpinion of PeersOpinion of SubordinatesOpinion of SuperiorsContinually Learning
What Type of Leader?
In May of 2005, Fast Company asked readers what motivates them more: fear or love
Everyone wants to feel and be understood
FEAR 37% LOVE 63%
Statistics for the Detail Minded
40-45% of all employees dislike their boss and plan to quit and take a pay cut In 1995 that number was 3-5%
Today in IT:81% of all Non-Management Employees are ACTIVE Job Seekers
How Low is the Leadership Bar?
82% of all High School graduates never read another non-fiction book the rest of their lives
Less than 3% of Adult Citizens in the United States have a library card
Library of Congress – 1975 to 1995 24 books a year on Leadership
1995 – 2005One new Leadership book every week
What Did I Do First?
The average CEO reads 4 books a month I was reading 4 books a decade
Annual Review QuestionWhat are you doing to make yourself more
valuable to the company
Jim Rohn
there are four things that will happen the day you decide to turn your life around
Disgust – when you’ve had it, or you get mad about it
Decision – you make a decision to make a change
Desire – wanting it bad enoughResolve – Promise yourself to keep
doing it UNTIL
Jim Rohn
What you have at this moment is because of the person you have become – to get something different you have to change yourself
If you want to be successful, you must study success
If you work hard on your job – you’ll make a living If you work hard on yourself – you’ll make a fortune
Evaluate the Culture
What is a Culture?Common set of beliefs that together
create an intuition for everyoneWhat is the Culture of your team?Is your answer the same as the rest of
your team?Would you bet your next paycheck on
that answer?
Helpless Desk
Second Day on the job, February 2, 2000Wednesday morning 8:28 am
“I guess I’ll call the Helpless Desk and see if they can help” “Yeah, they might come see you in a week or two”
So why have a great culture?
Long after people forget what you did…They will remember how you made them feel – Tim Sanders
John C. Maxwell
What Every Leader Needs to KnowRelationships 101Equipping 101Attitude 101Leadership 101
Stanford Research Institute
The money you make in any endeavor is determined only 12.5 percent by knowledge and 87.5 percent by your ability to deal with people
87.5% people knowledge + 12.5% product knowledge =
Success
Teddy Roosevelt
The most important single ingredient to the formula of success is knowing how to get along with people
John D. Rockefeller
I will pay more for the ability to deal with people than any other ability under the sun
Our Culture
Our biggest challenge is not hiding behind SOX, it has become a real challenge to educate our customers and help them understand the why
We believe that if you work with the customer to ensure satisfaction, whether the problem is fixed right away or not, they will be happy for the service and attention they receive
After “Mirror, Mirror”
Communication is key Disconnected Marginals are on their way to Sub-
Optimal Weekly one on one meetings with the Marginals
15 minutes a week when you are underway Leader prep time is 60 minutes a week for a staff of about
four or five
Weekly Staff meeting Leader prep time should be at least 60 minutes per
meeting
Meeting Content
If team members don’t understand, they won’t buy in Team GoalsTeam MissionTeam Vision
Individual Meetings
Example notice Ms Marginal,
I believe that we need to set aside 15 minutes each week to review what's hot and what's not!
I believe that you have a very good understanding of the day to day - so now it's time to start moving into more project, audit and analysis activities
We'll be migratory based on what we need to accomplish
Individual Meetings
Content includesSpecific assigned duties beyond daily tasksDelegation of manager tasks that will be a
challengeSharing information about manager tasks
and asking if there might be a better way to complete it
Sub-Optimal Reaction
When Sub-Optimal employees notice the individual attention to Marginals, they will either step up to Marginal or remove themselves totally
Good Employee Reaction
Good Employees get individual attentionAd hoc meetings and much less
preparation is necessary
Our 6 Step Program
1. Investing in the Team’s future2. Technical Presentations 3. Shared Cultural Experiences
Books Together Videos Together
4. Relationship with the rest of the Organization
5. Hiring Process6. Reading Program
Investing in the Team’s Future
Prior to the roll out of Windows XP to all of our customers, all team members became Microsoft Certified Professional for Windows XP
We provided training material, sample tests, study guides and a one week in house exam prep course
Technical Presentations
Each team member had to present a topic that they knew about, or needed to know about that related to the field of Technology. Diagram of the Network and our connection to the
Internet The History of Desktop Virus and how Anti-virus
Software works The information and usage of our Corporate Data
Warehouse that includes every store and all franchisee information
History of the Desktop Computer
Shared Cultural Experiences
We have read the following books as a team, discussing the assigned reading in our staff meetings: Gung Ho! – Ken Blanchard, Sheldon Bowles Richest Man In Babylon – George S Clason Raving Fans – Ken Blanchard, Sheldon Bowles
We watched the following video tapes in our staff meetings: Have Your Best Year Ever – Jim Rohn Who Moved My Cheese – Spencer Johnson, Ken Blanchard The Wealthy Barber – David Chilton The Rescue of Flight 232 – Capt. Al Haynes
Relationships
Birthdays and Hire Date AnniversariesLunch with Peers and CustomersTraining Classes“Didn’t know my co-workers better”
Hiring Process
Three Interviews Technical Interview by the DirectorThe Cultural InterviewTeam Interview by the Supervisor
Finalist are called back for Lunch with the Team
The Gauntlet
Growin’ for Green
Purpose of the program Provide incentive for sharing knowledge
gained from readingCreate a sense of community with assigned
reading (shared experience)Create healthy reading habits
Growin’ for Green RULES
Books must be brought to the meeting when giving the report
Books must be Non-Fiction Books must be at least 100 pages in length Books cannot be a technical manual Any book may be disqualified by the
administrator of the program Each book report is worth $10.00, maximum of
3 books per meeting
Growin’ for Green
Let me do the math for you6 books per month limit = 60.00 max
12 months per year = 720.00 maxIf I offered you a 720.00 cash reward for
improving yourself by reading non-fiction books, and improving your speaking skills by asking you to do a book report, would you?
Growin’ for Green
Is the program successful?42 book reports in the last 12 months
Didn’t break the bank, but it’s nice to get some cash for making yourself better
What are some of the titles of the books that have been shared? Understanding the Bible, Body for Life, How to Read
a Book, Throwing the Elephant, Leadership and Self Deception, The Four Agreements, The Letters of Paul, Absolutely, Running with the Giants
New Leadership Attitude
Most leaders manage at a level they feel they can control
Retention is measurableMost Loved is not measurableCustomer Satisfaction is subjectiveOur goal as leaders is to create a
communal understanding that everyone is important and has value
Most Loved includesAutonomyEmpowermentSupport for questionable choicesOpportunity for growth
New Leadership Attitude
Nothing Ventured, Nothing GainedIf changing your leadership style is a risk
for your job – are you in the right place?Don’t ever forget what is was like when
you were the “marginal” employeeMost Loved is your ability as a leader to
connect to the team
New Leadership Attitude
Questions
www.johannstoessel.com