PresentsGenerational Leadership  – Managing Multiple     Generations
christopher@master-motivators.com
About Me   Master’s Degree – Organizational Mgmt   19 Years Leadership at PADI   Master Motivators   Continue Educatio...
ATTITUDE CHECK“You Are Only Limited ByThe Parameters Of Your      Own Mind!”      - Christopher Rausch
Today’s EventGenerational LeadershipLeadership SurveysMotivated & HappyTeams
GenerationalOpportunities
BACKGROUNDSEGOS                 WANTS       PERCEPTIONS
Comparisons  Baby B’s           Gen X            Gen YNo Computers     Intro Computers Only ComputersFace To Face     Face...
Comparisons    Baby B’s   No Computers   Face To Face  Married To JobStay At Same Company Work – Recognition
Comparisons Gen X (Latch Key Kids)    Intro ComputersFace To Face / Technology     Work/Life BalanceSwitch Careers a Few T...
Comparisons         Gen Y (Millennials)          Only ComputersCells, Texting, Email, Instant Message           Social Act...
Comparisons - Continued   Baby B’s           Gen X             Gen YSuits            Business Casual IndividualisticTeam O...
Comparisons - Continued        Baby B’s           Suits       Team Oriented       Resist Change        13 Channels        ...
Comparisons - Continued           Gen X       Business Casual        Works Alone       Accepts Change        200 Channels ...
Comparisons - Continued            Gen Y         Individualistic      Very Team Oriented        Wants Change        900 Ch...
 Optimistic               Multi-tasking CivicDuty                Question Confident                 Everything       ...
Gen Y - What To Do   Meet with them on a very regular basis       Provide a growth plan that suits their interests and  ...
What To Do - Continued Provide extensive introductory training  and orientation Cross-train with other departments Prov...
What To Do – Continued   Primary source of communication     Cell Phones (Talking &Texting)     Email     Instant mess...
What To Do Continued   Develop Mentor/Succession Programs       The “graying of PADI”   Use Conflict Management Skills ...
Consider This:We Need PeopleIt Is Our ResponsibilityWe Can’t Change OthersAre A Lot Of WorkGive To Get
Best Leadership Practices       & Principles            PART 2   Motivated & Happy Teams
Introduction   Leadership Survey   Communication Skills   Engaging Your Employees   Recognition & Fun
"Before you are a leader,success is all about growingyourself. When you become  a leader, success is all  about growing ot...
Leadership - Survey   Perceptions Are Reality    - The day I learned this concept   Completely Anonymous   Multiple Cho...
Survey Results Share with the team Ask for specific feedback on weaker areas Get to work!     Make it a priority!    ...
Engagement Mission Statement “Ideas Are Free”       “If there was one thing you could change…? Procedures Education (...
Teamwork Cross-training Team Goals       Clear expectations   Communication Skills     Conflict Resolution     Regul...
Fun   “Themed Days”     Sports Related     Hawaiian Shirt     Crazy Hair Day Joke Of The Day Tailgate Party Bowling...
Recognition   BE SPECIFIC!!                  Text Them “Thank                                    You…”   Cater To Gener...
Conclusion Attitude Attitude Attitude Listen To Your Staff Lead By Example Make Work Fun Recognize & Reward
Conduct A Survey   What They Like       Rate our services   What Improvements   Suggested Services   Gift Card “Eligi...
Sample Survey Questions1. Number of mail deliveries received daily2. Timeliness of mail deliveries to your office3. Timely...
After The Survey   “Green Light” Sessions       Buy In = Support and Success Post The Results Communicate Your Action ...
After The Survey   Prompt Attention       Email & voice mails – posted pledge   Proactive     Reports     Discounts  ...
Difference = OpportunitiesAttitude ManagementCommunicationBe GenuineAsk Then Listen!
Christopher Rausch | Master Motivators | Presentation - Generational Leadership
Christopher Rausch | Master Motivators | Presentation - Generational Leadership
Christopher Rausch | Master Motivators | Presentation - Generational Leadership
Christopher Rausch | Master Motivators | Presentation - Generational Leadership
Christopher Rausch | Master Motivators | Presentation - Generational Leadership
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Christopher Rausch | Master Motivators | Presentation - Generational Leadership

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This workshop deals with the challenges of managing multiple generations in the workplace at once.

www.christopherrausch.com

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  • The contents of this presentation can be applied in many situations – not just for Mail Center Managers Title: “Customer Service – It’s an Inside Job”! No matter who we are or where we go – we’re giving or receiving customer service! How many watch David Lettermen? Let’s do a top 10 countdown (perhaps make a funny list then do real one) Or, make a long list, cut it in two, then create anticipation for wanting the other half (cliffhanger) Customer may not always be… Attitude/Mindset “Customer Service Is An Attitude” Expectations Conditioning Understand Reputation (yours) Relationships Generations LISTEN!!!!! Survey When they are talking Make them feel special (be their partner/coach) MASLOW Your staff or CSR too!!! Customize/personalize Make them successful Anticipate/proactive/take action Streamline Be available Learn – be the expert!!! Don’t pressure (we’re under enough already) Patience Make it fun Purge the negativity Apologize Share article I wrote on customer service "Top 10 Ways to Excellent Customer Service" Create a "commonly asked questions" sheet to distribute or use as basis for the presentation “ What do I do with the one that is always a PAI?” Kill them with kindness! Make it a game! “Let’s play…I know you’re an ass, but I’m not gonna let you get to me” “ What if I provide great customer service, but my support team doesn’t care?” “ I try my best and it’s never enough!! What can I do?” “ I have these customers who are sooo demanding, never appreciative, and treat me like I’m dirt” “ Employees happy  Southwest airlines Zappos Latest technology Especially for Gen Y Create department mission statement Proactive versus reactive Streamlining (save time so you can focus on other areas 80/20) Make sure your inventory is always up to date (envelopes, ink, ) Get it right the first time - don't make assumptions (Oh...I thought you said standard mail)    Feedback cards about your services Offer extra services Sell stamps Personal packages Be innovative - status quo no good :(       Respond quickly (voice/email) Have a posted pledge time and report (accountability) Have belt-clip portable phones Test occasionally by calling in from outside line :) Top Customer Service Companies: 1. LL Bean (return policy) 2. USAA (make life easier for customers) 3. Apple (can make appointments, go out on the floor to give service) 4. Four Seasons (cross-trains employees to understand and to help if needed) 5. Publix Supermarket (technology and employees own the company) Odd Notes: By a show of hands, how many complain if you get poor service?  Most people don't complain, they just leave or stay sour Don't have too many policies - make it easy to do business with Create a slogan (Customer Service Begins with ME!) Be genuine - sincere and apologetic if need be (three parts to apology) Have your guide in pdf form and online/easily accessible Be flexible
  • (new slide) Introduce Myself Homeless 7 th grade dropout Masters degree in Org Management Director at PADI for 18yrs Own two houses My own business = I KNOW what it takes to set and achieve goals We’re going to pack A LOT into this short time of 45mins so hang on!!!
  • In the next hour there will be a few ideas that will be repeated, but the most pervasive is ATTITUDE. It is in everything we do and the better our attitude the better our performance and subsequently everything else I like quotes so let’s get this party started with my favorite (next slide) Let’s get started with our presentation on “generational leadership”
  • If you have the belief and attitude you CAN do something, then you will..if you think you can’t do something you’ll do that too. Alright let’s get started!!!
  • My personal goals: Make it personal to each audience member, connect with them, have them want more from me! Informative Entertaining Inspiring I subscribe to the ABC’s of management – A ttitude B elief C ommitment No matter what you do – all of this WILL apply in your day-to-day actions! Lot’s of information today – I’ll be happy to come back and provide more details Do more with less Competing priorities Faster technologies = faster information = faster responses QUESTION: What are your current challenges? Then speak to those during the presentation (use white board) Leadership versus management (do it with them and they will trust and respect you) Who’s dealing with “long-term negative nelly’s”?? (can be funny here) Key Points: These changes won’t happen overnight – they take patience and understanding Watch the words you use! Success is all about relationships and communication QUESTION: Do you like or enjoy going to work? If not, does your staff know this about you too? They shouldn’t You MUST reframe your attitude!
  • Good afternoon ladies and gentlemen! This portion of today’s seminar is entitled “Generational Leadership” and deals with managing multiple generations at one time. For the first time, we have 4 different generations in the workforce which can lead to serious conflict and frustration because as you will see, they all have different backgrounds and expectations. The American Society of Training and Development indicates that 76 million Americans will be retiring in the next two decades with only 42 million available to replace. This is being called the “boomer brain drain” because all of that information will be gone – unless we do something about it today. We will look at the differences, then more importantly we’ll offer you suggestions for managing the newest generation “Y’s”
  • What makes each of us special
  • Like I said before, we all come to the table with everything we’ve learned in life up until this point We all have our own opinion and that is perfectly alright HOWEVER, we need to understand the differences and work together toward the common goal
  • Now, let’s start talking specifically about Gen Y and how we can best manage their individualistic style TEAM – As an X I prefer to have the work given to me with the instructions and to leave me alone – Who remembers “If you want it done right you have to…” I am a lousy delegator CHANGE – Story about Terry and her unwillingness to change and to not step out of rank
  • Now, let’s start talking specifically about Gen Y and how we can best manage their individualistic style TEAM – As an X I prefer to have the work given to me with the instructions and to leave me alone – Who remembers “If you want it done right you have to…” I am a lousy delegator CHANGE – Story about Terry and her unwillingness to change and to not step out of rank
  • Now, let’s start talking specifically about Gen Y and how we can best manage their individualistic style TEAM – As an X I prefer to have the work given to me with the instructions and to leave me alone – Who remembers “If you want it done right you have to…” I am a lousy delegator CHANGE – Story about Terry and her unwillingness to change and to not step out of rank
  • Now, let’s start talking specifically about Gen Y and how we can best manage their individualistic style TEAM – As an X I prefer to have the work given to me with the instructions and to leave me alone – Who remembers “If you want it done right you have to…” I am a lousy delegator CHANGE – Story about Terry and her unwillingness to change and to not step out of rank
  • In order for all of us to succeed together, since the BB’s aren’t going anywhere and the Y’s are coming whether we like it or not, we have to return to what really makes relationships strong (next slide) Graduations at every grade No tryouts for sports Bumper stickers “My kid was honor student…” I think every kid has been an honor student!
  • Offer training opportunities as part of recognition awards Rule #5 Simplification at PADI Next slide is an example of a GAB at PADI and works tremendously well for immediate recognition and costs pennies
  • My Y’s LOVE these…instant recognition – anyone can give them out and they can save for gift cards, but 99% of the time they use it for time off. Granted, many of the ones I get to sign are given to someone that is is part of their job “so and so helped me out…saved me time” that is part of their job, but look at the benefits of their attitude for recognition. HOLD UP BOOK “PRICELESS MOTIVATION” Google “employee recognition” or “employee retention” and you will get many websites!! I gave my staff the opportunity to create their own recognition programs and the criteria they used was tougher than I would have used!!! WIN/WIN Make a donation in the name of your employee and give him the acknowledgement form to display Celebrate their birthday…special to them…love the attention!!!
  • Customer Service example of getting to know coworkers more and understand each other’s roles Let’s keep this going
  • Toastmasters!!! If an email discussion goes on past three – pick up the phone!!! A colleague of mine said she was training a new employee (Gen Y) and she had the nerve to answer her cell phone and talk to the person “oh..not much …get trained on my new job by my boss” – after a glare she said “well I guess I gotta go..”
  • The “greying” of PADI – need to get that historical information for the X’rs to take control and run the company successfully Silents and BB’s hold 95% if executive leadership roles and more than 2/3’s of management roles Gen Y get along much better with Boomers than the X’rs (shared values) X’rs are like the middle child sometimes Making them accountable will be difficult since many of them were not disciplined like we were – we associated a negative outcome from breaking the rules not like my story about Jeff not having any remorse for being late I would have been getting to work 20mins early for the next 6months
  • If your team doesn’t like working for you then you will not have further progress – you’ll have more problems If your team isn’t happy and motivated then YOU will not have further progress – you’ll have more problems Most of this will not be new to you, but the important factor of being a great leader is constantly reminding ourselves that we cannot become complacent. We have to invest our time and energy in our most valuable resource – our staff. We’ll be talking about leadership surveys My background: In my current position at PADI I am the Materials Manager – managing Mail, Print, and Distribution Services. I started off working in the warehouse and read a lot of books, went to school and graduated with my Masters degree in Organizational Management. Still to this day I read books and articles about leadership and especially leading the new generation of workers. I had the pleasure of having a great mentor when I was about 18 years old who taught me the value of true leadership in that he suggested I be myself, communicate well, and be genuinely interested in other people and what THEY want…not what I want. Who do you think is a great leader? Martin Luther King, JFK, Clinton, Nelson Mandella, Herb Kelleher, Jack Welch, Colin Powell, These people have a vision and they have the attitude for success!
  • Leadership is all about having positive and trusting relationships. If you trust them and they trust you, then you have a great foundation.
  • Perceptions are reality and our perceptions of ourselves and our leadership qualities might (just might) be different than those perceptions of our staff’s. Chances are they are not going to come up to us and tell us to our face (unless we have that strong of a bond with them) so they will go through their day doing what “the boss says” to. Story of doing my leadership survey My staff really appreciated that I would open myself up to the criticism and that I cared that much about being the best I could be. As a result, they do the best they can for me If you would like a copy of the survey I used just give me a business card and I’ll email it to you
  • Sharing with your boss and HR is TREMENDOUS in showing that you are a TRUE leader and someone who really cares about improving themselves and being the best they can be. I used this as a tool when I asked for a promotion  Now, lets talk about one of the most important skills that define a great leader – COMMUNICATION!
  • Mission statement writing gets your employees actively engaged in being a part of what your department is all about. Have them tell you what attributes you want your team and department to be known for and then comprise a mission statement which is then posted everywhere – reminding them that they have to uphold it since they were bought in to the action of creating it Cross-training could involve other departments (foreign exchange student) type thing (Edgar story) - Train your replacement Education could be internal programs (look at the resources in your company) or external (Y’s Love this stuff) - Take them to vendors – include them in on the decision making process so they have buy-in - MSMA meetings Have them read articles, then sign them and place in their files Have them read books and do a write up…place in their files Get feedback from other members of the team Have them attend meetings on your behalf (if you can) Make sure they have the equipment necessary to do a good job
  • Cross-training should be a regular occurrence to keep skills fresh (Julio’s do each other’s job on Fridays) Team Goals – Everyone understands that the primary goal is to ship as many orders daily that are error free Story - Conflict Resolution – Toya and Mario (he likes to cause conflicts) Humor – no ethnic, mamma, or religious jokes Clear expectations help the team from saying “no we are doing this…no we are supposed to be doing that” Arguing -
  • By a show of hands, who has recognition programs in place at their work they would like to share? I recently interviewed our internal customers and found that everyone was doing a tremendous job so I surprised everyone with a pizza lunch and $20 gift cards to Itunes.
  • Now onto the final part of today’s presentation where we will discuss how to exceed your customers expectations!!!
  • By a show of hands, how many of you have done a survey to your customers? Do you pass along the company discount to your employees? Do you offer to send out Christmas gifts during the holidays? Then, once you have the results back, get your team together to “green light” solutions to the complaints. They have buy-in!
  • We started a program for shipping personal packages with our discounts
  • Christopher Rausch | Master Motivators | Presentation - Generational Leadership

    1. 1. PresentsGenerational Leadership – Managing Multiple Generations
    2. 2. christopher@master-motivators.com
    3. 3. About Me Master’s Degree – Organizational Mgmt 19 Years Leadership at PADI Master Motivators Continue Education  Books  Articles  Seminars  Podcasts  Blogs
    4. 4. ATTITUDE CHECK“You Are Only Limited ByThe Parameters Of Your Own Mind!” - Christopher Rausch
    5. 5. Today’s EventGenerational LeadershipLeadership SurveysMotivated & HappyTeams
    6. 6. GenerationalOpportunities
    7. 7. BACKGROUNDSEGOS WANTS PERCEPTIONS
    8. 8. Comparisons Baby B’s Gen X Gen YNo Computers Intro Computers Only ComputersFace To Face Face To Face / Texting, Email, Technology Instant MessageMarried To Job Work/Life Social Activities BalanceStay At Same Switch Careers Many CareersCompany a Few Times and JobsWork – Work Work Recognition -Recognition Work
    9. 9. Comparisons Baby B’s No Computers Face To Face Married To JobStay At Same Company Work – Recognition
    10. 10. Comparisons Gen X (Latch Key Kids) Intro ComputersFace To Face / Technology Work/Life BalanceSwitch Careers a Few Times Work Work
    11. 11. Comparisons Gen Y (Millennials) Only ComputersCells, Texting, Email, Instant Message Social Activities Many Careers and Jobs Recognition - Work
    12. 12. Comparisons - Continued Baby B’s Gen X Gen YSuits Business Casual IndividualisticTeam Oriented Works Alone Very Team OrientedResists Change Accepts Change Wants Change13 Channels 200 Channels 900 ChannelsPong Atari 2600 Xbox 36085 Million 50 Million 76 MillionLoyalty Skepticism Not Loyal
    13. 13. Comparisons - Continued Baby B’s Suits Team Oriented Resist Change 13 Channels Pong 85 Million Loyalty
    14. 14. Comparisons - Continued Gen X Business Casual Works Alone Accepts Change 200 Channels Atari 2600 50 Million Skepticism
    15. 15. Comparisons - Continued Gen Y Individualistic Very Team Oriented Wants Change 900 Channels Xbox 360 76 Million Not Loyal
    16. 16.  Optimistic  Multi-tasking CivicDuty  Question Confident Everything  Tech Savvy Instant Gratification  Computers/Internet Sociable  Myspace Embrace Diversity  Facebook Entrepreneurial  YouTube  Cell Phones
    17. 17. Gen Y - What To Do Meet with them on a very regular basis  Provide a growth plan that suits their interests and goals Understand they are different and respect that entrepreneurial spirit Give them flexible work schedules (4/10, 9/80)  Telecommuting Provide an environment and time to volunteer for a social cause Set in place recognition programs (GAB’s)
    18. 18. What To Do - Continued Provide extensive introductory training and orientation Cross-train with other departments Provide detailed instructions and your expectations Ask for referrals for open positions  They want and will work with their friends anyway – this keeps them working at your Co.!
    19. 19. What To Do – Continued Primary source of communication  Cell Phones (Talking &Texting)  Email  Instant messaging  Blogs YOU need to teach them interpersonal communication skills – Face To Face!! Make them “owners” of their jobs - freedom
    20. 20. What To Do Continued Develop Mentor/Succession Programs  The “graying of PADI” Use Conflict Management Skills  X’rs and Y’s don’t see eye to eye Keep Your Skills Updated Regularly Make Them Accountable  Discipline must be consistent
    21. 21. Consider This:We Need PeopleIt Is Our ResponsibilityWe Can’t Change OthersAre A Lot Of WorkGive To Get
    22. 22. Best Leadership Practices & Principles PART 2 Motivated & Happy Teams
    23. 23. Introduction Leadership Survey Communication Skills Engaging Your Employees Recognition & Fun
    24. 24. "Before you are a leader,success is all about growingyourself. When you become a leader, success is all about growing others." - Jack Welch
    25. 25. Leadership - Survey Perceptions Are Reality - The day I learned this concept Completely Anonymous Multiple Choice & Yes/No Questions Be Genuine About Your Intent Offer Lines For Comments
    26. 26. Survey Results Share with the team Ask for specific feedback on weaker areas Get to work!  Make it a priority!  Be consistent  Check in frequently Share with your boss and HR
    27. 27. Engagement Mission Statement “Ideas Are Free”  “If there was one thing you could change…? Procedures Education (Seminars, Articles, ROP, Books) Bi-Annual or Quarterly Reviews Work/Life Balance  Ensure they take vacations
    28. 28. Teamwork Cross-training Team Goals  Clear expectations Communication Skills  Conflict Resolution  Regular meetings Include In Hiring Process
    29. 29. Fun “Themed Days”  Sports Related  Hawaiian Shirt  Crazy Hair Day Joke Of The Day Tailgate Party Bowling Night
    30. 30. Recognition BE SPECIFIC!!  Text Them “Thank You…” Cater To Generation  Team Celebrations  GAB’s Time Off (Milestones)  Employee of Month  Anniversaries/Bdays  CRONI Award  Lunch With You  Contests  Sick Day Paycheck  Thank You Notes  Education Oppty’s  Post It – Public Place
    31. 31. Conclusion Attitude Attitude Attitude Listen To Your Staff Lead By Example Make Work Fun Recognize & Reward
    32. 32. Conduct A Survey What They Like  Rate our services What Improvements Suggested Services Gift Card “Eligible To Win”
    33. 33. Sample Survey Questions1. Number of mail deliveries received daily2. Timeliness of mail deliveries to your office3. Timely distribution of your office correspondence4. Information or training mail preparation5. Automated mail tracking devices6. Staff courtesy7. Staff knowledge8. Prompt attention to special request9. Overall quality of mail services
    34. 34. After The Survey “Green Light” Sessions  Buy In = Support and Success Post The Results Communicate Your Action Plan  Follow through!!! - Personal Packages Meet Regularly With Customers Suggestion Box
    35. 35. After The Survey Prompt Attention  Email & voice mails – posted pledge Proactive  Reports  Discounts  New Services Extended hours Ship personal packages
    36. 36. Difference = OpportunitiesAttitude ManagementCommunicationBe GenuineAsk Then Listen!

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