creating a great workplace henry stewart chief executive
TRANSCRIPT
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Best for Customer Service in UK
2002: Nationwide Building Society
2003: Happy
2004: First Direct
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Maslow’s Hierarchy of Needs
Self
-actualisation
Self-esteem
Belonging
Safety
Physical Needs: Eat, Sleep
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Pyramid of Management Needs
Trust
Freedom
Valued, Supported
Reward
Communication
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Principles Targets
Job Ownership
Feedback
Support
Job Ownership Model
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I’ve learned so much from my mistakes …
I’m thinking of making a few more
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People should be chosen to manage people …
On the basis of how good they are at managing
people
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Roles of Management
Strategy
Decision Making
Supporting
Challenging
Nurturing
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Role A
StrategyDecision Making
Role B
SupportingChallengingNurturing
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What would your organisation be like
if everybody was completely trusted?