aicpa keynote vegas 6.14
TRANSCRIPT
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Aria Resort and CasinoLas Vegas, NV
Session Number ONE
Making the Very Complex… Awesomely SimpleJune 9, 2014 8:15 – 9:55
Presented by John Spence
#PSTECH
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Making the very complex… Awesomely Simple
CPE Code Word: Apple
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For those who are prepared…For those who are prepared…
…chaos brings opportunity
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• The willingness… even enthusiasm… to change
EVERYTHING combined with the wisdom to understand what
must NEVER be changed.
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The Key To Success in the New Normal…
•Nimbleocity•Nim-bo-licous
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The Pattern of Business Success
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(T + C + ECF) x DE = Success
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Talent
Talent + Culture
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The level of highly satisfied and engaged EMPLOYEES in your business!
The number one factor in increasing the level of highly satisfied and engaged
CLIENTS in your business is…
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1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
1- 10
Orange Revolution and All In – Gostick and Elton
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Accountability 1. 100% Clarity + Authority
2. 100% Agreement
3. Track & Post
4. Coach, mentor, train
5. Reward / Punishment
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The Four Pieces of Paper…
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What does it take to be a valued member of a team?
Develop and display competence.
Follow through on commitments.
Deliver required results.
Ensure your actions are consistent with your word.
Stand behind the team and its people.
Be enjoyable to work with.
Be passionate about your work and those you serve.
Communicate and keep everyone informed.
Help the other members of the team.
Help members of other teams.
Share ideas, information and credit.
Hold yourself 100% accountable.
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• Lack of TRUST• Lack of candor• Lack of commitment• Lack of accountability• Lack of results
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John Spence High Performance Team Model
• D• M• C• C• M• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
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Extreme Customer Focus
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Web of Value: VOC + MOT + WOM
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Extreme Customer Focus
VOC
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How many ways to you listen?
VOC
Surveys
VIP
Advisory Panel
NewClient
LunchDinner
Social Media
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Moments Of Truth
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WOM = Your BEST form of advertising!
78.9%23.4%
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43% - 74% of purchasing decision = WOM/T
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You MUST have a WOM Referral System
Know Like Trust Try Buy RepeatIdentify
Ideal Member
ReferIdeal
Member
From John Jantsch: The Referral Engine
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The Four Primary Practices:
1. A sharply focused, clearly communicated and well-understood strategy for growth.
2. Flawless operational execution that consistently delivers the value proposition.
3. A performance-oriented culture that does not tolerate mediocrity.
4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work.
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High Potential / High Performance
Abbott, GE, Merrill Lynch, Microsoft, IBM, Apple, State Farm, Mayo Clinic
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The Seven C’s of Leadership
1. Character2. Courage3. Communication4. Collaboration5. Competency6. Compassion7. Contribution
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Character
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HONESTFORWARD LOOKING
COMPETENTINSPIRING
FAIR SUPPORTIVE
The Leadership Challenge by Kouzes and Posner
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I want a leader who will:
Tell me the TRUTH. Has a clear vision for
where we are going. Has the skills to get
us there successfully. And is excited about
going with me.
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Courage
TO THINK BIG TO BE BOLD
To speak the TRUTH TO MAKE GREAT THINGS HAPPEN
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To be… Vulnerable
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Ask GREAT questions…
Communications
and LISTEN!
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SMART Communications
Shared Meaning
AuthenticityRespect
Trust
DialogueAvoid Attack
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Competence
RespectDis-trust
Affection TRUST
HIGH
LOW
LOW HIGH
Concern
The 4 Cs of TRUST
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“I am good at what I do… and I do it because I
care about you.”
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Collaboration
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Anne MulcahyCEO of Xerox and the third most powerful woman in the world!
1. Build a network of great relationships with people who want to see you succeed.
2. You don’t have all of the answers, so ask for help and advice from the smartest people you can find.
3. Learn to be a learner.
4. Listen intently to your employees and to your customers.
Some really great advice…
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Competency = a commitment to LLBooks
Book summaries
Audio books
Audio book summaries
Training DVDs
Seminars
i-Tunes U
Pod casts
Blogs
TED.com
BigThink.com
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Focus me
Know me
Care about me
Hear me
Help me feel proud
Equip me
Help me see my value
Help me grow
Help me see my importance
Compassion
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Contribution
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WITH GREAT POWER COMES GREAT
RESPONSIBILITY(remember… they follow YOUR lead!)
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THANK YOU
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
PLEASE connect with me on LinkedInAlso, you might find value in the ideas I share in my blog. You can sign up for it at:
www.blog.johnspence.com
Lastly, these slides have already been uploaded to:
www.SlideShare.net/johnspencewww.slideshare.net/johnspence
CPE Code Word: Apple