the key to harder working, more motivated...
TRANSCRIPT
![Page 1: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/1.jpg)
The Key to Harder Working, More Motivated EmployeesJune 7, 2016The webinar will start at 1:00 p.m. CT
Darcee Datteri, Ph.D.Senior Organizational Development Consultant
![Page 2: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/2.jpg)
Administration
If you need HR or CPE credit, please participatein all polls throughout the presentation.
![Page 3: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/3.jpg)
Administration
A recording of today’s webinar will be emailed for your reference or to share with others.
![Page 4: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/4.jpg)
Administration
For best quality, call in by phone instead of using your computer speakers.
![Page 5: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/5.jpg)
Administration
To ask questions during the presentation, use the questions box on the right side of your screen.
![Page 6: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/6.jpg)
Administration
Please provide your feedback at the end of today’s presentation.
![Page 7: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/7.jpg)
About the Speaker
Darcee Datteri, Ph.D.Senior Organizational Development Consultant
Provides strategic planning, executive coaching, team building, board development and family business consulting
Extensive background in psychology and organizational and talent development
![Page 8: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/8.jpg)
Learning Objectives
Recognize the difference between a performance management system vs. culture.
Explore common performance management myths.
Identify the critical role of managers in performance management.
Learn how to develop the skills to manage and coach each employee, every day.
![Page 9: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/9.jpg)
Performance Management Defined
“Performance management is both a strategic and an integrated approach to delivering successful results in organizations by improving the performance and developing the capabilities of teams and individuals.”
Armstrong & Baron (1998)
![Page 10: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/10.jpg)
Polling Question #1
![Page 11: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/11.jpg)
Just checking the box?
of business leaders describe their performance management process as a “check the box” exercise, rather than a powerful management tool to help them implement their business strategy.
![Page 12: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/12.jpg)
SYSTEM OR CULTURE?Performance Management:
![Page 13: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/13.jpg)
Performance Management is not JUST a:
System Once-a-year event
![Page 14: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/14.jpg)
Performance System vs Performance Culture
Only 29% find the
system fair.
Only 34% report high
effectiveness.
86% of companies
have a process.
![Page 15: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/15.jpg)
Garbage In – Garbage Out
![Page 16: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/16.jpg)
Performance Management IS…
…the culture and ongoing dialogue between a manager and an employee
![Page 17: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/17.jpg)
Performance Management as a…
SYSTEM
Annual goals
Ongoing feedback
Annual review
CULTURE
![Page 18: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/18.jpg)
Why Performance Management Fails
Performance management is not tied to company strategy.
Performance management is not tied to the organization’s culture and values.
Managers are not engaged in their jobs.
Employees are not engaged at work.
![Page 19: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/19.jpg)
Why Performance Management Fails
Performance management is not tied to company strategy.
Performance management is not tied to the organization’s culture and values.
Managers are not engaged in their jobs.
Employees are not engaged at work.
![Page 20: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/20.jpg)
Why Performance Management Fails
Performance management is not tied to company strategy.
Performance management is not tied to the organization’s culture and values.
Managers are not engaged in their jobs.
Employees are not engaged at work.
![Page 21: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/21.jpg)
Why Performance Management Fails
Performance management is not tied to company strategy.
Performance management is not tied to the organization’s culture and values.
Managers are not engaged in their jobs.
Employees are not engaged at work.
![Page 22: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/22.jpg)
Polling Question #2
![Page 23: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/23.jpg)
Performance Management
Organization’s Culture &
ValuesOrganization’s
StrategyDepartment Strategy and
Goals
Individual Employee
GoalsOngoing Dialogue
![Page 24: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/24.jpg)
THE ROLE OF THE MANAGERPerformance Management:
![Page 25: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/25.jpg)
Range of Management Styles
Increasing employee engagement Increasing employee engagement
![Page 26: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/26.jpg)
Fight the Under-Management Epidemic
Manage every day
Talk like a performance
coachTake it one
person at a time
Make accountability a process, not a
slogan
Make expectations
clear
Track performance in
writing
Solve small problems before they turn into big
ones
Do more for some people and less for
others
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 27: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/27.jpg)
The Manager’s Role
What’s the real job of a manager?
![Page 28: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/28.jpg)
The Manager’s Role
Like a coach or a parent, managers are in the business of behavior management.
![Page 29: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/29.jpg)
The Manager’s Role
The good news is we don’t have to be mind-readers or shrinks to do our job well.
![Page 30: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/30.jpg)
Myths (or Excuses)
Empowerment (leave people alone)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 31: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/31.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 32: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/32.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same) Be nice (avoid feeling like a jerk)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 33: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/33.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same) Be nice (avoid feeling like a jerk) Fear the difficult conversation (delay
confrontation)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 34: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/34.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same) Be nice (avoid feeling like a jerk) Fear the difficult conversation (delay
confrontation) Red tape (pass the buck)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 35: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/35.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same) Be nice (avoid feeling like a jerk) Fear the difficult conversation (delay
confrontation) Red tape (pass the buck) Not a natural leader (worried about skills)
Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 36: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/36.jpg)
Myths (or Excuses)
Empowerment (leave people alone) Fairness (treat everyone the same) Be nice (avoid feeling like a jerk) Fear the difficult conversation (delay
confrontation) Red tape (pass the buck) Not a natural leader (worried about skills) Don’t have time (don’t prioritize it or want
to do it)Source: “It’s Okay to Be the Boss” by Bruce Tulgan
![Page 37: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/37.jpg)
Polling Question #3
![Page 38: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/38.jpg)
Principles to Manage By
Manage first … everyday.
Manage each person, one at a time, differently.
Relentlessly focus on behavior.
![Page 39: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/39.jpg)
A Manager’s Critical Roles
Translating
Engaging Coaching
Communicating
![Page 40: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/40.jpg)
COMMUNICATING DIRECTIONPerformance Management:
![Page 41: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/41.jpg)
Is Our Direction Compelling?
S.M.A.R.T. goals …
SpecificMeasurableAchievableResults-OrientedTime-Bound
![Page 42: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/42.jpg)
Is Our Direction Compelling?
S.M.A.R.T. goals … … may not be smart enough
“Our goal should be that within the next 30 years, the number of incidents of hate crimes will be reduced by 63% and that the percentage of minorities living below the poverty line will be no higher than the percentage for any other racial group.”
![Page 43: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/43.jpg)
Is Our Direction Compelling?
S.M.A.R.T. goals … … may not be smart enough
![Page 44: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/44.jpg)
Is Our Direction Compelling?
S.M.A.R.T. goals … … may not be smart enough
“Our mission is to become the international leader in the space industry through maximum team-centered innovation and strategically targeted aerospace initiatives.”
![Page 45: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/45.jpg)
Is Our Direction Compelling?
S.M.A.R.T. goals … … may not be smart enough
![Page 46: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/46.jpg)
Three Tests of Strategy
![Page 47: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/47.jpg)
Three Tests of Strategy
Can the leader express a strategy in five minutes that’s clear and compelling?
![Page 48: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/48.jpg)
Three Tests of Strategy
Can the leader express a strategy in five minutes that’s clear and compelling?Can key employees do the
same that sounds similar?
![Page 49: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/49.jpg)
Three Tests of Strategy
Can the leader express a strategy in five minutes that’s clear and compelling?Can key employees do the
same that sounds similar?Is the strategy being
discussed often, every day?
![Page 50: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/50.jpg)
TRANSLATING INTO BEHAVIORPerformance Management:
![Page 51: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/51.jpg)
Critical Distinctions
CHARACTERISTICS vs. BEHAVIORS
![Page 52: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/52.jpg)
Critical Distinctions
CHARACTERISTICS vs. BEHAVIORS
![Page 53: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/53.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
But This (Description)
![Page 54: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/54.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
![Page 55: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/55.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
![Page 56: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/56.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
You made serious mistakes in three of the last five orders you processed.
![Page 57: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/57.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
You’ve got a bad attitude.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
You made serious mistakes in three of the last five orders you processed.
![Page 58: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/58.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
You’ve got a bad attitude.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
You made serious mistakes in three of the last five orders you processed.
You’re walking around this place with a grimace on your face and you keep growling at people.
![Page 59: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/59.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
You’ve got a bad attitude.
Your work is very professional.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
You made serious mistakes in three of the last five orders you processed.
You’re walking around this place with a grimace on your face and you keep growling at people.
![Page 60: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/60.jpg)
How a Coach TalksNot This (Naming)You’re working too slowly.
Your work is too sloppy.
You’ve got a bad attitude.
Your work is very professional.
But This (Description)It was due Tuesday at 2:00 and you turned it in Thursday at 3:00.
You made serious mistakes in three of the last five orders you processed.
You’re walking around this place with a grimace on your face and you keep growling at people.
Your last three reports were well written, polished, and turned in on time.
![Page 61: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/61.jpg)
Types of Behavior
Dysfunctional Compliance Driven
Discretionary
![Page 62: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/62.jpg)
COACHING FOR PERFORMANCEPerformance Management:
![Page 63: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/63.jpg)
Can a Leopard Change His Spots?
![Page 64: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/64.jpg)
Newton’s First Law of Motion
An object at rest stays at rest …
![Page 65: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/65.jpg)
Newton’s First Law of Motion
An object at rest stays at rest …An object in motion stays in motion …
![Page 66: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/66.jpg)
Newton’s First Law of Motion
An object at rest stays at rest …An object in motion stays in motion …… UNLESS acted upon.
![Page 67: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/67.jpg)
Newton’s First Law of Management
Employees at rest will stay at rest…
Source: “Hundred Percenters” by Mark Murphy
![Page 68: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/68.jpg)
Newton’s First Law of Management
Employees at rest will stay at rest… Employees doing something will keep doing it the same way…
Source: “Hundred Percenters” by Mark Murphy
![Page 69: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/69.jpg)
Newton’s First Law of Management
Employees at rest will stay at rest… Employees doing something will keep doing it the same way…… UNLESS, you do something about it.
Source: “Hundred Percenters” by Mark Murphy
![Page 70: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/70.jpg)
Changing the Leopard’s Spots
Remember Your ABCs
ANTECEDENT(What Comes
Before)
BEHAVIOR CONSEQUENCE(Positive / Negative
Reinforcement )
B CA
Source: “Bringing Out the Best in People” by Aubrey Daniels
![Page 71: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/71.jpg)
Need for Positive Reinforcement
Positive reinforcement = the only tool that generates more discretionary behaviors
Our response is hard-wired (physical).
You can’t punish people into discretionary effort.
![Page 72: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/72.jpg)
Types of Consequences
TO GET EMPLOYEES TO START OR DO MORE OF A DESIRED BEHAVIOR, USE:
Negative reinforcement … useful to create compliance effort
Positive reinforcement … only way to produce discretionary effort
![Page 73: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/73.jpg)
Types of Consequences
TO GET EMPLOYEES TO DO LESS OF OR STOP A BEHAVIOR:
Punishment … use to stop dysfunctional behavior
Extinction … use to stop dysfunctional behavior
![Page 74: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/74.jpg)
Positive Feedback Made Easy
Remember: SIPSSpecificImmediate PersonalSincere
![Page 75: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/75.jpg)
ENGAGING FOR DISCRETIONARY EFFORT
Performance Management:
![Page 76: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/76.jpg)
What is Employee Engagement?
It’s the all-important “give-a-darn” factor.
![Page 77: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/77.jpg)
Employee Engagement
What does employee engagement have to do with getting the job done?
27% better attendance31-51% less turnover12% better customer satisfaction51% less “shrink” (theft!)62% fewer accidents18% more productivity12% more profitability
Source: “12: The Elements of Great Managing” Rodd Wagner & James K. Harter, Ph.D.
![Page 78: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/78.jpg)
Polling Question #4
![Page 79: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/79.jpg)
Managing for Engagement
Low
Low
High
Hig
h
Source: “Hundred Percenters” by Mark Murphy
![Page 80: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/80.jpg)
Leadership is a Contact Sport
Set expectations. Offer support and remove obstacles. Observe performance. Provide feedback. Reinforce discretionary behaviors and
correct dysfunctional.
![Page 81: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/81.jpg)
8 Steps to Being the Boss
The first person you have to
manage every day is yourself.
Learn to talk like a performance
coach.
Take it one person at a time,
one day at a time.
Make accountability a
real process.
Tell people what to do and how to
do it.
Track performance in writing every
step of the way.
Solve small problems before they turn into big
problems.
Do more for some people and less for
others.
Source: It’s Okay to Be the Boss by Bruce Tulgan
![Page 82: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/82.jpg)
Putting it All Together
Engaged employees
Ongoing conversations
Manage every day
Tie employee goals to the department/organization goals
Organization’s strategy, culture & goals
![Page 83: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/83.jpg)
Resources
“Hundred Percenters” by Mark Murphy
“It’s Okay to Be the Boss” by Bruce Tulgan
“12: The Elements of Great Managing” by Rodd Wagner & James K. Harter, Ph.D.
“Bring Out the Best in People” by Aubrey Daniels
Performance Management Checklist
One-on-One Meeting Template
![Page 84: The Key to Harder Working, More Motivated Employeesslides.aghuniversity.com/slides/2016/...160607.pdf · 12% better customer satisfaction 51% less “shrink” (theft!) 62% fewer](https://reader034.vdocuments.site/reader034/viewer/2022051808/6009c3e2928f3e0d30151e29/html5/thumbnails/84.jpg)
Thank you!
Darcee Datteri, Ph.D.Senior Organizational Development Consultant
[email protected]/in/[email protected]
Check out our other webinars!AGHUniversity.com
Questions NOT related to today’s [email protected]