Download - Mail Com 2009 High Performance Teams
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Proven Keys to Developing High Performance Teams
Monday, April 6, 2009 1:00 – 2:00 p.m.
PC 119
Wes Friesen, CMDSM
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Overview of PGE’s Operations
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
I.
Create a High Performance Climate & Culture!
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
“Three Need Factors”
1) Equity (fairness)Physical Work EnvironmentEconomicEquity/Respect
2) AchievementOrganization & Team
3) CamaraderieInterpersonallyTeamwork
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Set & Reach SMART Goals
pecific
easurable
mbitious yet achievable
esults oriented
ime specific
S
M
A
R
T
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Six Things to Maintain Engagement
1) Don’t let newbies sink.
2) Create a physically comfortable work environment.
3) Eliminate perks that favor one level of employee over another.
4) Avoid micromanaging.
5) Spill the beans.
6) Observe basic courtesies.
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
II.
Treat People as the Most Important Resource of Your
Organization
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Andrew Carnegie: “Take away my people but Andrew Carnegie: “Take away my people but leave my factories and soon grass will grow on leave my factories and soon grass will grow on the factory floor. Take away my factories but the factory floor. Take away my factories but leave my people and soon we will have a new leave my people and soon we will have a new and better factory!”and better factory!”
Why??
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Understand The Seven Needs That Motivate People
1. The Need for Achievement
2. The Need for Power
3. The Need for Affiliation
4. The Need for Autonomy
5. The Need for Esteem
6. The Need for Safety and Security
7. The Need for Equity
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
III.
Recognition – The Missing Ingredient to Great Results
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Top Ten Motivators for Workers
1. Provide personal thanks.
2. Make time for employees.
3. Provide specific feedback.
4. Create and Open (and fun) work environment.
5. Provide information.
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
6. Involve employees in decisions.
7. Reward high performers.
8. Develop a sense of ownership.
9. Give chances to grow and learn.
10. Celebrate sucesses.
Top Ten Motivators for Workers
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Recognizing Employees
Three Ideas to Make Recognition a Part of Your Three Ideas to Make Recognition a Part of Your Daily Routine:Daily Routine:
1)1) Make employees a part of your weekly “to-do” listMake employees a part of your weekly “to-do” list
2)2) Use Voice Mail or E-MailUse Voice Mail or E-Mail
3)3) Write notes at the end of the day or weekWrite notes at the end of the day or week
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Reward Ideas?
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
IV.
Hire the “Right” People
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Tips:Tips:
• Accurate Job DescriptionsAccurate Job Descriptions
• Define realistic expectations (cuts both ways!)Define realistic expectations (cuts both ways!)
• Thorough selection process (resumes, Thorough selection process (resumes, references, interviews, testing, etc.)references, interviews, testing, etc.)
• Evaluate skill sets - “people” and “technical”Evaluate skill sets - “people” and “technical”
• Other?Other?
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Hire ACEs!! Find people with:Hire ACEs!! Find people with:
A - AttitudeA - AttitudeC - CharacterC - CharacterE - EnthusiasmE - Enthusiasm
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Twenty Ways to Retain Your Best Employees
1. Reach for rapport2. Don’t wait for the two-week notice3. Make employees feel welcome4. Manage with your heart, not your head5. Know your employees as people6. Educate your employees7. Have fun8. Keep your employees healthy9. Accentuate the positive10. Bring your staff along
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
11. Ditch your employee-of-the-month program12. Survey your staff13. Match the reward to the person14. Offer flexible work hours as best you can15. Encourage personalized workspace16. Look beyond your department17. Practice what you preach18. Give employees choices19. Respect your employees’ time20. Hire the right people
Twenty Ways to Retain Your Best Employees
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
V.
Excel in Operations and enhance your team’s
reputation and morale!
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Excel in Operations and enhance your team’s reputation and morale!
Use internal communication channels
Open house & tours Promotional brochure Service guide Mail newsletter Kudos board Pictures of staff in lobby
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Dress standards Phone and communication skills Serve as SMEs (subject matter experts) Pursue certifications Trade organizations Great customer service and consistent high
quality
Excel in Operations and enhance your team’s reputation and morale!
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
SURVEY EXAMPLE
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
VI.
The Power of Delegation and The Power of Positive
Expectations
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Power of Delegation:
Dr. John Maxwell: “Delegation is the most Dr. John Maxwell: “Delegation is the most powerful tool leaders have”.powerful tool leaders have”.
Benefits?Benefits?
Keys to do it well?Keys to do it well?
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Warren Bennis: “Leaders expect the best of the people around them. If you expect great things, your associates will give them to you. At the same time, leaders are realistic about expectations. Their motto is: stretch, don’t strain”.
Power of Positive Expectations:
““Self-fulfilling prophecy”Self-fulfilling prophecy”
““A person tends to live up or live down to A person tends to live up or live down to what people that matter to them expect”what people that matter to them expect”
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
VII.
HR Systems and Processes
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
• Performance Appraisals (need up-front Performance Appraisals (need up-front goals, no surprises, “sandwich” approach)goals, no surprises, “sandwich” approach)• Compensation (“pay for performance”, Compensation (“pay for performance”, internal & external equity)internal & external equity)• Employee Polices (flexible when Employee Polices (flexible when possible; possible; dignify people) dignify people)
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
Performance Factors
Far Exceeds Job Requirements
Exceeds Job Requirements
Meets Job Requirements
Needs Some Improvement
Does Not Meet Minimum Requirements
Communication Talks with God Talks with angels Talks to self Argues with self Loses those arguments
Adaptability Walks on water consistently
Walks on water in emergencies
Washes with water
Drinks water Passes water in emergencies
Initiative Is stronger than a lolomotive
Is stronger than a bull elephant
Is stronger than a bull
Shoots the bull Smells like a bull
Timeliness Is faster than a speeding bullet
Is as fast as a speeding bullet
Not quite as fast as a speeding bullet
Would you believe a slow bullet?
Wounds self with bullets when attempting to shoot a gun
Quality Leaps tall buildings with a single bound
Must take a running start to leap over tall buildings
Can leap over short buildings
Crashes into buildings when attempting to leap over them
Cannot recognize buildings at all, much less jump over them!
Appraisal Factors
New Performance Rating System
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ
