american express global business travel, shereen eltobgy_delivering happiness
DESCRIPTION
Sept 17th, 2014 in Los Angeles and American Express Global Business Travel -Shereen Eltobgy - Delivering HappinessTRANSCRIPT
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American Express !Global Business Travel!
!September 2014!
!SHEREEN H. ELTOBGY (Coach SHE)!
Happiness Development Diva!
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WELCOME!American Express!
Global Business Travel!!
One Network !ONE DREAM!
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TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE ?
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TAKE A MOMENT TO THINK…
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Newsflash!!!
American Express Global Travel!Create & Sell pleasurable experiences.!
!Delivering Happiness!
!!
One Network!ONE DREAM!
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WHEN I GET ______ I WILL BE HAPPY!
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
LOTTERY WINNERS TERMINALLY INJURED
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HOW CAN WE BE BETTER
IN LIFE AND
AT WORK ?
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WHO’S SHEREEN FROM DELIVERING HAPPINESS?
WHY am I here ?
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HAPPINESS DEVELOPMENT DIVA
Run!... don’t walk
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AEGBT Travel Partner Network Markets
Countries here today ?
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1. STORY of Tony Hsieh, CEO of Zappos.com & his journey to Deliver Happiness
2. SCIENCE & SECRETS behind his success
3. WHY it matters to you and your business
$!
Stretch Break
4. The DH Model & Frameworks
5. Your roadmap to profits, passion & purpose
Today!
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24 MILLION CUSTOMERS
NEARLY $3B COMPANY
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$265M
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SF1999
35 EMPLOYEES
GROWING…
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“A WOMAN’S DREAM CLOSET”
AND GROWING… ZAPPOS KENTUCKY WAREHOUSE
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“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.” — MAYA ANGELOU
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FREE SHIPPING 800# EVERY PAGE
24HR CALL CENTER 365 DAY RETURNS
75% REPEAT CUSTOMERS
CUSTOMER SERVICE #1 PRIORITY
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CULTURE… WOW!
#1 PRIORITY
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HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
= =
SUCCESSFUL
COMPANY
A FORMULA WAS EMERGING..
!
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!550,000 COPIES SOLD! 20 LANGUAGES!!!
!#1 BESTSELLER: !
!NYTIMES!
!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!
!!
!!!!
WHOA.!
2010
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WE HEARD FROM AROUND THE WORLD
SAME VISION!!!
NO MATTER WHAT !BACKGROUND!CULTURE!IDEAS!JOB!
HAPPINESS
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HOW? PCC
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87% UNHAPPY AT WORK!
* Gallup State of the Global Workplace 2013
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STORY OF
SCIENCE & SECRETS
WHY IT MATTERS
WARNING!
Happiness increases &
results are larger than they
appear (in the rearview
mirror)
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WHEN I GET _______ I WILL BE HAPPY!
SHORT TERM IS EASY
WE’VE BEEN GIVEN A FORMULA…
WHY ARE WE SO SUPERBAD AT PREDICTING OUR HAPPINESS?
WHY?
WE’VE BEEN TOLD…
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SUCCESS HAPPINESS
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HAPPINESS SUCCESS
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1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME
2. I WISH I HADN’T WORKED SO HARD
3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS
4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS
5. I WISH I HAD LET MYSELF BE HAPPIER
FAST FORWARD: TOP 5 REGRETS IN LIFE
* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life
* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life
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WHAT WILL YOUR ULOGY BE?
FAST FORWARD:
* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life
* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life
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HOW CAN WE BE BETTER
IN LIFE AND
AT WORK ?
HAPPINESS…Does it make SENSE!?!
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SCIENTIFIC SENSE
1998
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Barbara Fredrickson Shawn Achor Martin Seligman
SCIENTIFIC SENSE
Positive Psychology. Positivity. Happiness.
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MASLOW’S HIEARCHY OF HUMAN NEEDS
SCIENTIFIC SENSE
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SCIENTIFIC SENSE
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BUSINESS
THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS
LIFE
BUSINESS SENSE
REALIZATION!: The Same Model CAN Apply!
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NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B
$0 to $3 BILLION*
$3B ZAPPOS
BUSINESS SENSE
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BEST WORKPLACES vs S&P 500
BUSINESS SENSE
FOCUS ON CULTURE & EMPLOYEE WELL BEING
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HIGHER PURPOSE = HIGHER PROFIT! !
50 FASTEST GROWING BRANDS!
!
OUTPERFORMED TOP PERFORMERS…EXPONENTIALLY! ! !
BUSINESS SENSE
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Happiness & Wellbeing
Values & Higher Purpose
Accenture Amazon.com Apple Coca Cola Google
Petrobras Samsung Starbucks Zappos IBM
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MAKES SENSE
effe
cts
of h
appi
ness
on
busi
ness
Results based on median results of happiest co’s vs least happy co’s
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1. WORK LIFE INTEGRATION
2. QUALITY OF LIFE OVER MONEY & STABILITY
3. TRANSPARENCY = TRUTH (social media)
MILLENIALS RISING
NICE TO HAVE? or MUST HAVE?
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COULD THAT WORK FOR OUR
COMPANIES !& OUR TEAMS?!
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STRETCH !BREAK! !
!1 weird thing that !makes you happy!
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HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
= =
SUCCESSFUL COMPANIES
& MEANINGFUL
LIVES
51%
ñ
TURNOVER
22% PROFITABILITY
ñ 7.5YEARS HEALTHIER & LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
TIPPING POINT?
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HAPPINESS AS A BUSINESS MODEL
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“GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE”
AEGBT!!RECRUIT & RETAIN the RIGHT EMPLOYEES!
DO THINGS RIGHT vs DO THE RIGHT THING!
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Make Happy Work™ Model
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CULTURE • DNA of co. • Core Values • Behaviors / Best Practices
Make Happy Work™ Model
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CULTURE AND GROWTH GR
OWTH
… COMPLEXITY
FREEDOM & AUTONOMY
% HIGH PERFORMING EMPLOYEES
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1. Deliver WOW Through Service!2. Embrace and Drive Change!
3. Create Fun and a Little Weirdness!4. Be Adventurous, Creative, and Open-Minded!
5. Pursue Growth and Learning!6. Build Open and Honest Relationships With Communication!
7. Build a Positive Team and Family Spirit!8. Do More with Less!
9. Be Passionate and Determined!10. Be Humble!
CORE VALUES DEFINE CULTURE
ZAPPOS 10 CORE VALUES
CO-‐OWNED, ALL KNOW! #1 WOW EVERYDAY WORD
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CORE VALUES COMMIT, HIRE & FIRE
#1 IW : ON SCALE 1-‐10, HOW WEIRD? CVs GUIDE BEHAVIORS EVERY DAY!
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CULTURE
VALUES + BEHAVIORS
PRACTICED OVER TIME
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Culture of Values Ø How do we define our Culture?
Ø How do we define our Values?
Ø Do we check for Alignment??
Ø How important is our company culture?
Reality vs. Ideal
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The Science of Happiness …fuel for the engine
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SCIENCE OF HAPPINESS
• Connectedness • Sense of Progress • Sense of Control
Make Happy Work™ Model
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CONNECTEDNESS
ü ENGAGEMENT
ü COMMUNICATION
ü RESULTS
ü LIFE SPAN
Results in:
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AEGBT Service Delivery Network EMPLOYEE ENGAGEMENT Ini<a<ves
TEAM LEADERS
MANAGEMENT
TRAVEL CONSULTANTS
Management onsite and virtual site visit for home based employees.
Annual TeamWorks event Leadership Training
Recogni<ons: Pacese_ers Employee survey and feedback from employee advisory board
Business Reviews
Coaching & Mentoring
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AEGBT Service Delivery Network EMPLOYEE ENGAGEMENT Ini<a<ves
TEAM LEADERS
MANAGEMENT
TRAVEL CONSULTANTS
Management onsite and virtual site visit for home based employees.
Annual TeamWorks event Leadership Training
Recogni<ons: Pacese_ers Employee survey and feedback from employee advisory board
Business Reviews
Coaching & Mentoring
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COACH & MENTOR
SENSE OF PROGRESS
TRAIN & DEVELOP RECOGNIZE & REWARD
ü ENGAGEMENT ü EMPOWERMENT ü LEADERSHIP DEVELOPMENT ü TEAM STRENGTH
Results in:
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ü TRUST ü AUTONOMY ü INNOVATION ü LEADERSHIP
SENSE OF CONTROL
Results in:
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Science of Happiness 1 2 Ø Connectedness How do people in our company connect? How can we expand and improve these connections? Ø Sense of Progress How do employees perceive progress & growth in our
company? Do they have a clear path to learn, grow & evolve?
Ø Sense of Control What are the levels of TRUST? How do they perceive autonomy & control
(positions / decisions) ?
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Higher Purpose • Meaning + Vision • Greater than ME • Collective Passion • Job? Or Calling? • More imp than $
Make Happy Work™ Model
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HIGHER PURPOSE
ü GIVES MEANING TO WORK
ü INSPIRES EMPLOYEES & CUSTOMERS
ü GUIDES COLLECTIVE VISION & PASSION
Results:
ONE NETWORK. ONE DREAM. Dream BIG!!
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Higher Purpose = Higher Profit
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Higher purpose
3Ø Do our employees know how our
company offers value to the world?
Ø Why should others be interested in what I / WE are doing?
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OK, I understand… But where do I start? !
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1. ALIGN Ask WHY
Ø Vision? Ø Our Culture? Ø Happiness & Wellbeing? Ø Our Future? Ø What is our WHY?
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IT’S ALL! ABOUT !
ALIGNMENT !REMINDER
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2. ASSESS: MAP Let’s Measure, Analyze & Plan
Ø Measure, Analyze, Report, Benchmark
Ø MAP: Reflect & Plan Ø Prioritize Ø Project-ize
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NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012
HAPPINESS @WORK SURVEY
YES!!!
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3. DEFINE Let’s define what’s best for us…& launch!
Ø Core Values (personal, team, company) Ø Higher Purpose Ø Frameworks of Happiness & Wellbeing
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Happy ME™ = inspired leader
1 ThePower toChoose
Being anInspiredLeader
3The Wonderof Uncertainty
2
PersonalHigherPurpose4
Pay ItForward5 The power
of Thoughts & Emotions
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4. LIVE & EMBED Now we’re really on a roll!
Ø Live & Embed culture and frameworks into day-to-day
ü HR Systems / Processes ü Performance Management ü Coaching & Mentoring ü Reward & Recognition
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AMPLIFY CULTURE
People join great companies and leave bad managers
BIG TIP FOCUS ON MANAGERS & TEAM LEADERS
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5. EVOLVE Let’s learn, grow & evolve together!
Ø Re-measure Ø Deepen Core Values Ø Increase Happiness & Wellbeing Ø Strengthen Best Practices
HAVE FUN
CELEBRATE!
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We CAN
BE BETTER IN LIFE
& AT WORK
!
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HAPPINESS ROI CALCULATOR!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
CULTURE BOOK!
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What’s the larger VISION
& GREATER PURPOSE in
their work, beyond
$$ or Profits?
WHAT WOULD YOU BE PASSIONATE ABOUT DOING If you didn’t fear failure?
If you could wave a magic wand?
PASSION & PURPOSE
ENTREPRENEURS
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WHAT ARE YOU WAKING UP FOR?
DELIVERINGHAPPINESS.COM
IMAGINE…
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THANK YOU!
THEN DO.
Create change in the world more than we ever thought possible… with happiness.
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QUESTIONS?
CULTURE BOOK VHP COMMUNITY
TO LEARN MORE [email protected]
JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT