creating a sustainable service culture - it starts at the top
TRANSCRIPT
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Creating a Sustainable Service Culture - It Starts at the Top
Rebecca WeaverMaster Connection Associates www.masterconnection.com
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• Generational Differences do make a difference….whether you believe it or not
• We all have more in common than we realize…
• But…everyone reacts to things differently by age vs. culture
People are not projects…they are never “done”
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Common Truths
• May be different ages, but their values frequently are the same
• It is your job to walk the talk• Live the standards of the company
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No one wants to learn new tricks
• Tough to teach an old dog new tricks? Try teaching a 22 year old!
• People from all generations are uncomfortable with change
• The perception that “older people” are more loyal is, in fact, associated with context, not AGE!
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You know you are living in2009 when:
• 1. You accidentally enter your password on the microwave.
• 2. You haven't played solitaire with real cards in years.
• 3. You have a list of 15 phone numbers to reach your family of 3.
• 4. You e-mail the person who works at the desk next to you.
• 5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses.
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You know you are living in2009 when:
• 6. You pull up in your own driveway and use your cell phone to see if anyone is home to help you carry in the groceries.
• 7. Every commercial on television has a web site at the bottom of the screen.
• 8. Leaving the house without your cell phone, which you didn't have the first 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go and get it.
• 9. You get up in the morning and go on line before getting your coffee.
• 10. You're reading this and nodding and laughing.
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Leadership Takes Passion to Create Sustainable and
Repeatable Service Excellence!
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Leadership vs. Management
• Different activities• Leaders need to develop
people and create synergy• This is a dynamic process
that takes planning on your part
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The Future of Business • You don’t need a large
number of “managers” • The Future is groups of
people with a lot of PASSION
• …That is the new story of business
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Move Up the Risk• The first job is to remind
everyone on your team just how high the stakes are
• Move beyond entitlement and in some cases complacency
• We need more energy and enthusiasm
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So How Do You Win?
• Being average today doesn’t cut it• Average leadership• Average employees• Average product• Average passion• …A great way to go out of business !
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A Leaders Job Today is….
• Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition
• Your job is “thought leadership”• Out-Think the Competition• Generate more good ideas• Make smarter adjustments faster than the
competition
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Success needs to be Faster…
• If people are afraid to make mistakes…it slows down progress
• If your team walks on egg shells…• If you study the numbers too long, the
competition has made the numbers• Celebrate Success and Mistakes!
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Feedback…The Breakfast of
Champions
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A Critical Leadership Skill
• Giving and receiving effective feedback
• Feedback applies to all levels• It is a learnable skill• Feedback should not be based on
judgment
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Feedback Principles• Regular Feedback• Corrective Function• Honesty and Mutual
Trust• Can be Simple or
Involved
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Feedback Principles
Observing• Based on Data• External
Behavior
Judgmental• Evaluating Data• Internal Standards
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Feedback that is based on judgment alone...
•Does not work•Causes unpredictable
change
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An Effective Feedback Process- S.M.A.R.T.© Feedback
• S-Sensitive• M-Meaningful• A-Accurate• R-Reinforcing• T-Timely
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……SensitiveSensitive• Team Member• Feelings - Communicate• LEAP© into feedback‘‘Listen, Empathize, Ask and Produce
a Solution’’
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…MeaningfulMeaningful• Specific• Observable• Honest• Behavior Focused
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……AccurateAccurate• Complete • Understood• Facts not Rumor• Strengthening
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…ReinforcingReinforcing• Continued Development• Improve Performance • Two - Way• Un - Mixed
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……TimelyTimely• Never Postpone• As soon as possible• Creates a Disconnection• If not timely - employee discounts
feedback
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Response to FeedbackResponse to Feedback
Insecure• Relationship
Message
Secure• Learning
Message
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How Feedback Develops People…
Lets them know where they stand
Builds people step by stepImproves PerformanceDecreases turnoverImproves morale
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Building a Relationship of Trust…
Manager
Employee
Giving FeedbackDescribe Behavior1.Report Specific Actions2.Solicit Reaction
Receiving FeedbackProbing-Encourage person to talkOpen-Get informationClosed-Focus on issue
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Thank you!Presented by
Rebecca WeaverMaster Connection Associates
+1 949 589-6137www.masterconnection.com