how caribbean executives can raise their standards
DESCRIPTION
[Audio link - http://bit.ly/13F4wFN ] This speech was presented at the HRMATT Conference in Port of Spain on May 13, 2013. Here is the printed description from the brochure: “No man, it’s alright. No problem.” The Caribbean is famous for its laid-back attitude, so perfect for getting away from the stresses of the world's capitals. However, it’s not so much fun when you live here and have to experience this attitude first-hand at the Driver's Licensing Office. Why does this and other awful experiences persist? Our research at Framework Consulting tells us that it’s a historical backlash. Slavery and indentureship brought harsh consequences for the smallest infractions, and as its descendants we have responded: our workplaces are remarkably free of consequences, feedback and real accountability. Reversing the tide of history will take more than just talk however. A few years ago we embarked on a project to train over 80 of the top executives of a regional conglomerate in three countries - primarily in Trinidad but also in Barbados and Jamaica. Quite separately, we also conducted the same transformation program in these three countries in different companies. We learned that our region's professionals are loathe to give feedback, but also that it's easy to correct the problem with the right intervention using customized cases and video-taped feedback. Come and learn the nuances of changing a core behaviour that plagues Caribbean companies. New>>> Here is the link to the full audio for the speech. https://archive.org/details/HowCaribbeanExecutivesCanRaiseTheirStandardsTRANSCRIPT
How Caribbean Executives Can Raise Their Standards
Francis WadeHRMATT’s 9th Biennial ConferenceHilton Trinidad & Conference CenterMay 13-4, 2013 Hear the audio by following the
link in the description
2
We want high accomplishments
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
3
More than individual standouts
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
4
Organizational Excellence?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
5
Don’t want confrontation or dis-harmony
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
6HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
7HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
8
History of unsuccessful confrontation – British taught us to “just ignore it”
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
History
9
Effective Confrontation:The Only Way
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
10
Executives who want results. But won’t confront
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
You
11
A Caribbean Solution
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
12
My case
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
2 partners
13
With a partner, pick one interpersonal situation that you
want to improve. Take 2 minutes.
What problems could be resolved?Who would work well with whom?What new standard could be set and achieved?What stresses would disappear?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
14
How to Close the Gap?
1. Develop a hypothesis 2. Throw people in 3. Fight for immediate improvement
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
15
1. Develop a hypothesis
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
16
What are the Causes of a Problem?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
ProblemCause #1
Cause #2
Behaviours
17
Example: Sales Behaviours
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
Poor SalesLack of leads
Not asking for leads
Not adding prospects to database
Weak closingPoor closing techniques
18
Why Behaviours?
They are essential for change to occurThey are often ill-defined or unknownThey come after every other approach has been tried
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
19
Assumption 1 Consistent, deliberate practice impacts performance
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
20
Behaviours that are:
ObservableCoachableVisibleVideo-TapableHRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
21
For the problem you chose before…
What are the underlying behaviors you want to stop or
start?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
With a partner, choose one behaviour to focus on. Take 3
minutes.
22
Assumption 2
People want positive results – rational self-interest
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
23
Case Study
A client in 3 Caribbean countries (T&T, Barbados and Jamaica)Change coaching behaviours
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
24
Diagnosis and Design:Embed behaviours into 2 person interactive cases
with a Protagonist and an Actor
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
25
How? Custom-Built Cases
Involved interviewed with multiple executivesLooked for realistic situationsUsed real language / jargonExaggerated to emphasize an acute problem
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
26
For Example
Unknown to him, the employee has received another job offer (for the same pay) and is in the final stages of making a decision. This interaction will help her decide.
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
An IT manager must convince a seemingly lazy employee to improve her timeliness. She has started to arrive late to every single meeting.
27
Protagonist
The focus of the training in each role-playTries his best to meet a pre-set goalReceives a description of the case from his perspective
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
28
Actor
Follows a scripted roleAttempts to give the protagonist a challengeReceives a description of the case from her perspective
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
29HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
2. Throw people in
30
Quiz: What’s the best way to start this kind of training session?a) Teach people the correct best practices in the
behaviour before doing the video-tapingb) Start video-taping right awayc) Give a brief outline of the best practices then
start tapingd) It doesn’t matter
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
31
The Answer:
Each training session began with a short outline of the principles to be usedExperience shows that what is outlined makes little/no differenceThe real action starts when the video tape starts rolling – everyone wakes upThe principles are introduced during the debriefing
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
32
Capture the interaction
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
33
3. Going for Immediate Improvement
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
Bad Performance
34
Debrief the video-tape slowly
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
35
Twin Objectives
Feedback for the protagonist Clearly defined best-in-class behaviours
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
36
Further practice
Ask the Protagonist to repeat the role-play using the advice received (no cameras required)
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
37HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
Why did that work?Why did I
fail?
Why didn’t my
experience match the
result?
38
Behaviour Traps: Trinidadians
Friendly and so indirect that the actor would have no clue the shoe was about to drop
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
39
Behaviour Traps: Barbadians
A Bajan General Manager spoke for the entire 7 minute roleplay, then defended the need to do so.
Others were publicly deferential… to a fault
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
40
Behaviour Traps: Jamaicans
Either indirect and vague, or in school-teacher lecturing mode.
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
41
No one-size-fits-all; each individual needs enough practice to get better
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
Culture Change!
42
Summary
High standards require new individual skillsAll organizational improvements require collaboration and feedbackThe best feedback is often the hardest to giveSteady, deliberate practice is the only tactic that works
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
43
Special Reports
1. Lights! Camera! Action! Method2. Lights! Camera! Action! Case Study
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
44
To Receive My Special Report
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
Minnie Mouse [email protected] Smith-Ramlogan [email protected]
Add your contact informationto my list /join us!