building trust & inspiring passion prssa national conference october 15, 2011
TRANSCRIPT
Building Trust &Inspiring Passion
PRSSA National ConferenceOctober 15, 2011
Common View of Public Relations Reporter Promoter Apologist
Common View of PR People Reporter Promoter Apologist
Aspirations for PR People Leader Change agent Relationship builder
Fundamental Question
When it comes to delivering on the promises you make
and the expectations you create, does your organization know
how to walk the talk?
TRUST
TRUST
Be a champion of trust!
TRUST
A belief that people will do the right thing in
the right way at the right time
Be a champion of trust!
TRUSTIt’s more
than getting attention or
making a sale.
It’s about loyalty
over the long-haul.
Customer TrustCustomer TrustIt’s about Everything!
TRUST
TRUST
12
“A heightened emotional connection that
an employee feels for his or her organization … and that influences him or her to exert
greater discretionary effort to his or her work”
Employee Engagement
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The Value
“Actively disengaged” workers in total cost U.S.
over $300 Billion per year!
Individually, “disengaged” workers
cost their employers $13,000 per year!
Only 29% of U.S. workers considered truly “engaged”
(71% “disengaged!”)
Employee Engagement
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The ValueTop performing companies are actually
raising employee engagement levels in the present economy
These organizations are increasing revenue growth
by 4.5 times more than poor performers
Employee Engagement
Employee Engagement
“Only when people know what it feels like to be first in someone else's eyes can they sincerely share that feeling with
others. We're not saying choose your people over your customers.
We're saying focus on your people first because of your customers.
That way, everybody wins."
Employee Engagement
What does it take to build a
high-trust workplace and an
engaged workforce?
Employee Engagement
“The brand is simply a lagging indicator of
the culture.”
-- Tony HsiehCEO, Zappos
Author, “Delivering Happiness”
Employee Engagement
Nationwide Survey
Workers ManagersInteresting workJob securityTactful disciplineBeing “in” on info & decisionsGood wagesLoyalty to employeesAppreciation of work doneChance to advanceGood working conditionsSympathetic help w/problems
Kenneth A. Kovach
George Mason University
Employee Engagement
Nationwide Survey
Workers Managers
Interesting work 1 5Job security 4 2Tactful discipline 9 7Being “in” on info & decisions 3 10Good wages 5 1Loyalty to employees 8 6Appreciation of work done 2 8Chance to advance 6 3Good working conditions 7 4Sympathetic help w/problems 10 9
Kenneth A. KovachGeorge Mason Univ.
Employee Engagement
TRUST
ManagementCredibility Factors
• Caring• Honesty/Openness• Responsiveness• Competence• Reliability• Apology
People-First Systems, Policies
& Practices• Measurement • Rewards & Recognition• Communication• Learning & Development• Continuous Improvement
Goals - Strategies - Planning
VALUES & PRINCIPLESVALUES & PRINCIPLES
Building Success - Inside Out
Interaction
Availabilityof
Information
Access to
InformationRelevance
Inclusion
Authenticity
“Real-Life, Real-Time
Communication”
Speed
Real-life, Real-time Communication
Interaction
Employees are NOTa “target audience!”
Real-life, Real-time Communication
Interaction
Employees are NOTa “target audience!”
“Propaganda ends where dialogue begins.”
(Marshall McLuhan)
Real-life, Real-time Communication
Interaction
Organizational communication has to operate at the
speed of life.
Real-life, Real-time Communication
Speed
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“An individual without information cannot take responsibility. An individual with information cannot help but take responsibility.”
(Jan Carlzon)
Real-life, Real-time Communication
Availability of information
Availability without access is like having a key without knowing what door it opens.
Real-life, Real-time Communication
Access to Information
Avoid the trap of giving people too much of the information they don’t
need – and too little of what they
do.
Real-life, Real-time Communication
Relevance
Cutting someone out ofthe communication loop islike cutting off the bloodsupply to part of the body.
Real-life, Real-time Communication
Inclusion
“The use of buzzwords anesthetizes you to the truth.”
(Warren Bennis)
Real-life, Real-time Communication
Authenticity
Real-life, Real-time Communication
Mission Control
1. Always approach people as the source of the solution … not the cause of the problem
Golden Rules of Communication
1. Always approach people as the source of the solution … not the cause of the problem
2. The only terminal communication breakdown is disengagement … so keep the dialogue going
Golden Rules of Communication
1. Always approach people as the source of the solution … not the cause of the problem
2. The only terminal communication breakdown is disengagement … so keep the dialogue going
3. Communication is too important to be left in the hands of professional communicators … so share the know-how and build broad connections and relationship
Golden Rules of Communication
1. Always approach people as the source of the solution … not the cause of the problem
2. The only terminal communication breakdown is disengagement … so keep the dialogue going
3. Communication is too important to be left in the hands of professional communicators … so share the know-how and build broad connections and relationship
Be the champions of trust!
Golden Rules of Communication
Les Landes, APRPresident
Landes & [email protected] 314-664-6497
Joe Hice, APR, CPRCVice President, Public Relations and Marketing
Moffitt Cancer Center and Research [email protected]
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