Creating a Sustainable Service Culture - It Starts at the Top Rebecca Weaver Master Connection Associates  www.masterconne...
<ul><li>Generational Differences do make a difference….whether you believe it or not </li></ul><ul><li>We all have more in...
Common Truths <ul><li>May be different ages, but their values frequently are the same </li></ul><ul><li>It is your job to ...
No one wants to  learn new tricks <ul><li>Tough to teach an old dog new tricks?  Try teaching a 22 year old! </li></ul><ul...
So what does this have to do with your industry?
THE NEW WORKPLACE
You know you are living in 2009 when:   <ul><li>1. You accidentally enter your password on the microwave. </li></ul><ul><l...
You know you are living in 2009 when: <ul><li>6. You pull up in your own driveway and use your cell phone to see if anyone...
Leadership Takes Passion to Create Sustainable and Repeatable Service Excellence!
Leadership  vs.  Management <ul><li>Different activities </li></ul><ul><li>Leaders need to develop people and create syner...
The Future of Business  <ul><li>You don’t need a large number of “managers”  </li></ul><ul><li>The Future is groups of peo...
Move Up the Risk <ul><li>The first job is to remind everyone on your team just how high the stakes are </li></ul><ul><li>M...
So How Do You Win? <ul><li>Being average today doesn’t cut it </li></ul><ul><li>Average leadership </li></ul><ul><li>Avera...
A Leaders  Job  Today is…. <ul><li>Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition </li></ul><ul><li...
Success needs to be  Faster… <ul><li>If people are afraid to make mistakes…it slows down progress </li></ul><ul><li>If you...
Feedback… The Breakfast of Champions
A Critical Leadership Skill <ul><li>Giving and receiving effective  feedback </li></ul><ul><li>Feedback applies to all  le...
Feedback Principles <ul><li>Regular Feedback </li></ul><ul><li>Corrective Function </li></ul><ul><li>Honesty and Mutual Tr...
Feedback Principles <ul><li>Observing </li></ul><ul><li>Based on Data </li></ul><ul><li>External Behavior </li></ul><ul><l...
Feedback that is based on judgment alone... <ul><li>Does not work </li></ul><ul><li>Causes unpredictable change </li></ul>
An Effective Feedback Process-  S.M.A.R.T. ©   Feedback <ul><li>S -Sensitive </li></ul><ul><li>M -Meaningful </li></ul><ul...
… Sensitive <ul><li>Team Member </li></ul><ul><li>Feelings - Communicate </li></ul><ul><li>LEAP ©  into feedback </li></ul...
… Meaningful <ul><li>Specific </li></ul><ul><li>Observable </li></ul><ul><li>Honest </li></ul><ul><li>Behavior Focused </l...
… Accurate <ul><li>Complete  </li></ul><ul><li>Understood </li></ul><ul><li>Facts not Rumor </li></ul><ul><li>Strengthenin...
… Reinforcing <ul><li>Continued Development </li></ul><ul><li>Improve Performance  </li></ul><ul><li>Two - Way </li></ul><...
… Timely <ul><li>Never  Postpone </li></ul><ul><li>As soon as possible </li></ul><ul><li>Creates a  Dis connection </li></...
Response to Feedback <ul><li>Insecure </li></ul><ul><li>Relationship Message </li></ul><ul><li>Secure </li></ul><ul><li>Le...
How Feedback Develops People… <ul><li>Lets them know where they stand </li></ul><ul><li>Builds people step by step </li></...
Building a Relationship of Trust… Manager Employee Giving Feedback Describe Behavior 1.Report Specific Actions 2.Solicit R...
Thank you! Presented by Rebecca Weaver Master Connection Associates  +1 949 589-6137 www.masterconnection.com
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Creating A Sustainable Service Culture - It Starts at the Top

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Creating A Sustainable Service Culture - It Starts at the Top

  1. 1. Creating a Sustainable Service Culture - It Starts at the Top Rebecca Weaver Master Connection Associates www.masterconnection.com
  2. 2. <ul><li>Generational Differences do make a difference….whether you believe it or not </li></ul><ul><li>We all have more in common than we realize… </li></ul><ul><li>But…everyone reacts to things differently by age vs. culture </li></ul>People are not projects…they are never “done”
  3. 3. Common Truths <ul><li>May be different ages, but their values frequently are the same </li></ul><ul><li>It is your job to walk the talk </li></ul><ul><li>Live the standards of the company </li></ul>
  4. 4. No one wants to learn new tricks <ul><li>Tough to teach an old dog new tricks? Try teaching a 22 year old! </li></ul><ul><li>People from all generations are uncomfortable with change </li></ul><ul><li>The perception that “older people” are more loyal is, in fact, associated with context, not AGE! </li></ul>
  5. 5. So what does this have to do with your industry?
  6. 6. THE NEW WORKPLACE
  7. 7. You know you are living in 2009 when: <ul><li>1. You accidentally enter your password on the microwave. </li></ul><ul><li>2. You haven't played solitaire with real cards in years. </li></ul><ul><li>3. You have a list of 15 phone numbers to reach your family of 3. </li></ul><ul><li>4. You e-mail the person who works at the desk next to you. </li></ul><ul><li>5. Your reason for not staying in touch with friends and family is that they don't have e-mail addresses. </li></ul>
  8. 8. You know you are living in 2009 when: <ul><li>6. You pull up in your own driveway and use your cell phone to see if anyone is home to help you carry in the groceries. </li></ul><ul><li>7. Every commercial on television has a web site at the bottom of the screen. </li></ul><ul><li>8. Leaving the house without your cell phone, which you didn't have the first 20 or 30 (or 60) years of your life, is now a cause for panic and you turn around to go and get it. </li></ul><ul><li>9. You get up in the morning and go on line before getting your coffee. </li></ul><ul><li>10. You're reading this and nodding and laughing. </li></ul>
  9. 9. Leadership Takes Passion to Create Sustainable and Repeatable Service Excellence!
  10. 10. Leadership vs. Management <ul><li>Different activities </li></ul><ul><li>Leaders need to develop people and create synergy </li></ul><ul><li>This is a dynamic process that takes planning on your part </li></ul>
  11. 11. The Future of Business <ul><li>You don’t need a large number of “managers” </li></ul><ul><li>The Future is groups of people with a lot of PASSION </li></ul><ul><li>… That is the new story of business </li></ul>
  12. 12. Move Up the Risk <ul><li>The first job is to remind everyone on your team just how high the stakes are </li></ul><ul><li>Move beyond entitlement and in some cases complacency </li></ul><ul><li>We need more energy and enthusiasm </li></ul>
  13. 13. So How Do You Win? <ul><li>Being average today doesn’t cut it </li></ul><ul><li>Average leadership </li></ul><ul><li>Average employees </li></ul><ul><li>Average product </li></ul><ul><li>Average passion </li></ul><ul><li>… A great way to go out of business ! </li></ul>
  14. 14. A Leaders Job Today is…. <ul><li>Not to “outwit”, “outwork”, “out-train” or “outsmart” the competition </li></ul><ul><li>Your job is “thought leadership” </li></ul><ul><li>Out-Think the Competition </li></ul><ul><li>Generate more good ideas </li></ul><ul><li>Make smarter adjustments faster than the competition </li></ul>
  15. 15. Success needs to be Faster… <ul><li>If people are afraid to make mistakes…it slows down progress </li></ul><ul><li>If your team walks on egg shells… </li></ul><ul><li>If you study the numbers too long, the competition has made the numbers </li></ul><ul><li>Celebrate Success and Mistakes! </li></ul>
  16. 16. Feedback… The Breakfast of Champions
  17. 17. A Critical Leadership Skill <ul><li>Giving and receiving effective feedback </li></ul><ul><li>Feedback applies to all levels </li></ul><ul><li>It is a learnable skill </li></ul><ul><li>Feedback should not be based on judgment </li></ul>
  18. 18. Feedback Principles <ul><li>Regular Feedback </li></ul><ul><li>Corrective Function </li></ul><ul><li>Honesty and Mutual Trust </li></ul><ul><li>Can be Simple or Involved </li></ul>
  19. 19. Feedback Principles <ul><li>Observing </li></ul><ul><li>Based on Data </li></ul><ul><li>External Behavior </li></ul><ul><li>Judgmental </li></ul><ul><li>Evaluating Data </li></ul><ul><li>Internal Standards </li></ul>
  20. 20. Feedback that is based on judgment alone... <ul><li>Does not work </li></ul><ul><li>Causes unpredictable change </li></ul>
  21. 21. An Effective Feedback Process- S.M.A.R.T. © Feedback <ul><li>S -Sensitive </li></ul><ul><li>M -Meaningful </li></ul><ul><li>A -Accurate </li></ul><ul><li>R -Reinforcing </li></ul><ul><li>T -Timely </li></ul>
  22. 22. … Sensitive <ul><li>Team Member </li></ul><ul><li>Feelings - Communicate </li></ul><ul><li>LEAP © into feedback </li></ul><ul><li>‘‘ Listen, Empathize, Ask and Produce a Solution’’ </li></ul>
  23. 23. … Meaningful <ul><li>Specific </li></ul><ul><li>Observable </li></ul><ul><li>Honest </li></ul><ul><li>Behavior Focused </li></ul>
  24. 24. … Accurate <ul><li>Complete </li></ul><ul><li>Understood </li></ul><ul><li>Facts not Rumor </li></ul><ul><li>Strengthening </li></ul>
  25. 25. … Reinforcing <ul><li>Continued Development </li></ul><ul><li>Improve Performance </li></ul><ul><li>Two - Way </li></ul><ul><li>Un - Mixed </li></ul>
  26. 26. … Timely <ul><li>Never Postpone </li></ul><ul><li>As soon as possible </li></ul><ul><li>Creates a Dis connection </li></ul><ul><li>If not timely - employee discounts feedback </li></ul>
  27. 27. Response to Feedback <ul><li>Insecure </li></ul><ul><li>Relationship Message </li></ul><ul><li>Secure </li></ul><ul><li>Learning Message </li></ul>
  28. 28. How Feedback Develops People… <ul><li>Lets them know where they stand </li></ul><ul><li>Builds people step by step </li></ul><ul><li>Improves Performance </li></ul><ul><li>Decreases turnover </li></ul><ul><li>Improves morale </li></ul>
  29. 29. Building a Relationship of Trust… Manager Employee Giving Feedback Describe Behavior 1.Report Specific Actions 2.Solicit Reaction Receiving Feedback Probing-Encourage person to talk Open-Get information Closed-Focus on issue
  30. 30. Thank you! Presented by Rebecca Weaver Master Connection Associates +1 949 589-6137 www.masterconnection.com

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