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BuildingLoyaltyIntoPerformanceCommitment–TheFoundationofTrust
ElemicaExcite201519-20October-Philadelphia
ArtvanBodegraven
ManagingPrincipal,vanBodegravenAssociates
FoundingPrincipal,DiscoveryExecutiveServices
ChiefDesignOfficer,TheDESLeadershipAcademy
CorePremises...
• Wehaveenteredanageofcollaboration
• Truecollaborationisnotpossiblewithouttrust
• Trustmustbeinanorganization’sDNAtolast
• Buildingtrustbehaviorbeginswithin–withassociates
• Lessonslearnedwithassociatestranslatesto:peers,
customers,suppliers,C-suite
DecideHowYouValuePeopleandRelationships
• ReplaceableParts?Commodities?ValuableAssets?
• Sustainablechange–forresults• Engaging,recognizing,rewarding
• Risks&rewards
Tools&Techniques
• StartonDayOne
• Communicate
• Involve,challenge,acknowledge
• Leverageskills;fillgaps• Spontaneity,authenticity,visibility• Understandwhatmakesthemtick!
Background
Decades-oldsearchfordifferentiators
Type“A”personality
Rightbrain/leftbrain
But,thewiringiscomplicated
BrainSystemFunctions
Neocortex• Reason• Language• Thought• Sensory• Motorcommands
Limbicsystem• Memory
• “Fightorflight”• Emotion
Options&Alternatives...
1. Myers-Briggs(PersonalityStyle)
2. KeirseyTemperamentSorter(PersonalityStyle)
3. DISC(CommunicationsStyle)
4. HerrmannBrainDominanceInstrument(HBDI)(BrainPhysiology:Communications,Personality,&BehavioralImpacts)
5. FIRO-B
6. Thomas-KilmannConflictModeInstrument
Myers-Briggs
MBTypeIndicator4-letterprofile:ExtroversionIntroversionSensingThinkingJudgingINtuitiveFeelingPerception
(ENFP)
KeirseyTemperamentSorter
• Similarto,parallelwithMBTI(16discretetypes)• Focus:Observablebehaviorvs.feelings
• Artisan:Operator,Entertainer;Guardian:Administrator,Conservator;Idealist:Mentor,Advocate;Rational:Coordinator,Engineer
• Abstractvs.Concrete;Cooperativevs.Pragmatic;Directivevs.Informative;Expressivevs.Attentive
• Otherversionssometimessimplifiedtoa4-boxtypesuite
DISC
• Business-oriented;broadlyapplicable
• Manyversions;evolutionarydevelopment
• AlsoDiSC(samething)
• Dominance,Inducement,Submission,Compliance
DiSCCategories
• Achiever• Agent• Appraiser• Counselor• Creative• Developer• Inspirational• Investigator
• ObjectiveThinker
• Perfectionist• Persuader• Practitioner• Promoter
• Result-Oriented
• Specialist
HBDIWholeBrainSolutions
• Individualaspects• Teammakeup
• Multi-dimensionalevaluation
• Adjustmentforstress
Creativity;Integration;
Vision
Alignment;Communications;
People
Results;Accountability;BottomLine
Process;Timelines;Details
A
B C
D
FurtherBreakdown
• A=Neocortex;Intellectual;Logical,Quantitative,Analytical,Technical,Factual;Rational
• B=Limbic;Instinctive;Sequential,Controlled,Detailed,Organized,Conservative;Practical
• C=limbic;Instinctive;Emotional,Musical,Humanistic/Spiritual,Expressive,Sensory;Relational
• D=Neocortex;Intellectual;metaphoric,Integrative,Visual,Synthesizing,Conceptual;Experimental
SampleProfile
• A=Logical,analytic,fact-based,quantitative
• B=Organized,sequential,planned,detailed
• C=Interpersonal,feeling-based,kinesthetic,emotional
• D=Holistic,intuitive,integrating,synthesizing
• Thinkingprogressionimpacts:Random,sequential,parallel,dependency-sensitive,fragmentedinclusion,far-horizon
Summary
• Alluseful-ifused• Top-tieradherentsofeach• Whateveryouchoosemustguidecommunications,behaviors,decision-makingbasedonindividuals,teams,units,subordinates,leadersforoptimaloutcomesandhowyouareperceived,evaluated,respected,andfollowed.
Don’tForgetMaslow
• Recognitionmeansnothingtothecold&hungry
• Engagementdoesn’tresonatewith,say,miners
• Moneydoesn’tcompensateforexclusion
• Theworthofacareerpathisnotevidentuntillater
• Chumpchangewon’tmotivatethecomfortable
BuildingTrust
• Whatistrust?
• Schoolsoftrust• NewYork
• Missouri
• California
• Measuresoftrust• Sincerity
• Reliability
• Competence
TheJoHariWindow
• Thelargertheblindarea,themoreinappropriateandirrelevantIbecome.• Thebiggertheknownboxes,themoreyoutrust
me.• Trust:Increasingopenarea,reducinghidden
area• Effectiveness:Reducingblindarea,increasing
openarea• GroupProcessesbyJosephLuft&HarryIngram
Handinhand:Understanding/Awareness,Trust,Collaboration
Tips&Techniques
• Youearntrustbytakingfirststeps,withpositiveexpectations.
• Revealahumanside,asmallfailing;vulnerabilityconfersdisproportionatepower.Ordemonstrateconfidencebysharinginformation.
• Alwaysbeginwithrelationshipelementsbeforeplungingintoimmediatebusiness.
• Beauthentic;staytruetoyourinnermostvaluesandbehaviors.
• Puttheother’slongtermsuccessaheadofyourshortterminterest.
• Testyourselfinmomentsoftruth.
• Valueandleveragethecontributionsofthosewhoare“different”.
WelcometotheNewWorldofBusiness!
Risk/Reward–GettingItWrongvs.GettingItRight
Risk• Turnover/churn
• Qualitydegradation
• Throughputcollapse
• Cost/timetoreplace
• ImpairedorganizationalDNA
• Lostbusiness/narrowingmargins
• Notenoughtimetorecover
• Downwardspiral
Reward
• Stability
• Continuity
• Costmanagement
• Assetleverage
• Reliability
• Baseforcontinuousimprovement
• Positivefaceoftheorganization
• Preferredstatus:employer,supplier,customer
NamingNames...• Blitzkriegsupplychaintransformation;largestmunicipally-ownedpublicutility
• DNAelements:utilities,civilservice,bargainingunit
• Visibility:PUC,strawcorporation,citycouncil,Mayor,competitors,socialactiongroups
• Inertiaofrest:175year-oldcorporation,multiplegenerationsoffamiliesemployedfromtoptobottom,noboat-rockingculture
DramatisPersonae• Marvin(Sluggard):ayearfromretirement,seenitall,can’thandlemorechange,wantstoride
hisHarleyintothesunset
• Paulette(Savant):Angry,bitter,throwsthings,screams,knowswherethebodiesareburied,holdsallothersincontempt
• Warren(Slacker):Likeable,evenlovable,clueless,dispirited
• Pierre(Savant):Aggressive,narcissistic,talented,lightninglearner• MaryJane(Sluggard):Failedateverytask,foughtwitheverycolleague,playedeverycardin
evadingdiscipline
• Buster(Slacker):Know-it-all,disengaged,barelycompetent,absent-in-place...Universallydespisedanddismissedwithinthecompany
Outcomes• Marvin:Exemptedfromnewprocesses,elevatedtocoachfornewerplayers&knowledgeresource,celebratedretirement
inayear,notaSuperstar,butmorethanaSavantandmorethanaSlacker
• Paulette:Enlistedasbehind-the-scenesadvisor,re-balancedworkloads,assignedtocriticalrelationships,stillaSavant,butmorepleasantandproductive
• Warren:Coachedonnewrole,developedactionplan,educatedinmissingpieces,becameafocusedSuperstar,leadingabest-in-classdiversityinitiative
• Pierre:TeamedwithbrilliantSlackertolearnpeople/political/persuasionskills,coachedinhumility&authenticity,becameanall-aroundSuperstar(andwasstolenbyanothercorporation)
• MaryJane:Dualdiagnosisdisclosedseriousmedicalandpsychologicalproblems,releasedintodisabilityandrehabilitativeprograms
• Buster:Counseledanearlyretirementpackagethatpermittedfull-timeresidenceonSt.Maarten
...Highlyregardedassettotheorganization,withattentionandappreciationfromtheCEOandCOO
TheBedrockFoundation
• Anageof:• Trust• Communications
• Collaboration• Getyourhouse–andyourpeopleinorderfirst• Teachthebasics• Transfertocustomers,suppliers,peers
InSummary-People
• Takestock
• Recognizeneeds:role,training,attitude,experience
• Getrealaboutpossibilities
• Matchroleswithskills,talents,anticipatedgrowth
• Developpracticalindividualizedactionplans;track;follow-up;adjust
• Excisethecancers
• Teachvalueandcontextofcorporaterole–whatdoingthejobreallymeans
• Communicatedevelopments
• Buildinternaloperationsbridges
• EducateC-levelaboutstrengths,accomplishments
Walkthewalk;dotherightthing;positivechange;developwinners;smilewhenyoulookinthemirror!
Transferring-Partners• Takestock–upstream&downstream
• Jointproblem-solvingteams
• Collaborativeriskmanagement
• Sharecredit–andbenefits
• Babysteps,biggerstrides,leaps
• Becomepreferredcustomer,preferredsupplier
• Jointsolution/product/servicedevelopment• Withsupplysources
• Withcustomersfordownstreammarkets
• Communicate:C-level,internal,external
Walkthewalk;dotherightthing;positivechange;developwinners;smilewhenyoulookinthemirror!