Whale Done Approach


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The power of Positive relationship

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Whale Done Approach

  1. 1. Key Impressionistic takes from the book “ Whale Done” The power of positive Relationship Ramki ramakrishnan@gmrgroup.in ki h @ i
  2. 2. Prelude Manager Wes Kingsley is married with two daughters. He visits Orlando to attend a business conference, but the real reason is to escape from family and the office, since he’s having trouble balancing the two. , g g With a view to relaxing he decides to visit the famed Killer Whales show at the Shamu Stadium at SeaWorld. Here 11000-pound killer whales play in harmony p p y y with their trusted trainers who weigh less than 200 pounds. Wes starts to think about the interaction between the two and about what might motivate the whales to put on such a mesmerizing show. His meeting with the trainer of these whales gives him a surprising insight in this regard: while it is natural to see man -- the most intelligent animal -- training other animals like dogs, parrots, etc, dogs parrots etc what Wes sees here is a role reversal Obviously as the reversal. Obviously, trainer says, “When you are dealing with an eleven-thousand-pound animal who does not speak English, you do a lot of learning.” The patience required for convincing the whales to consistently co-operate, trust and befriend their trainer g y p , involves a formula, which the authors term as “accentuating the positive”.
  3. 3. Prelude In different situations of our life, while dealing with people, we are always eager to discover mistakes errors and shortcomings Maybe that’s why they say “Love mistakes, shortcomings. that s Love is blind” – after all it’s only when a person is in love that he sees or looks for only his partner’s positive qualities. This is also because the goal then is to keep the partner motivated to sustain the relationship and because when you are in love, you watch over rather than be watchful of your partner. But after some time greater attention is paid to the negative qualities of the individual. Obviously that negativity gets repeated. This holds good for the work environment as well. But what Wes sees at SeaWorld is that the trainers pay more attention to catching the whales doing something right and then they reward the whales. But whenever they see some negative behavior they either ignore it or redirect the behavior, energy of the whales to something entirely different. Hence the whales find their trainers always loving and adoring, and this is the foundation for their trust in them. This poses a lot of questions to the reader and hooking him to the book. p q g
  4. 4. Business Challenges Today’s organizations experience……. y g p  Increased service expectations from Customers  High service standards amongst competitors  The need to constantly increase efficiency & effectiveness  Challenges in retaining the employees IImproving th employees l i the l loyalty, d di ti lt dedication & engagement with the organization
  5. 5. The Whale Done Approach  Build trust  The first part - The feeling part that indicates trust  The second part -Performance track record that confirms trust It is confidence, absence of suspicion, confirmed by track record & our ability to correct
  6. 6. The Whale Done Approach  Accentuate the positive & not the negative g  Wh When mistake i t k happens h , redirect energy
  7. 7. The ABC of Performance  A= Activator  Whatever gets performance going g p g g  B= Behavior  The Performance that occurs  C= Consequence  Your response to the performance
  8. 8. Four Types of Responses  No Response  Most popular one , People are accustomed to being ignored p p p g g  Negative Response  The response people really pay attention to this  Which comes in the form of angry look Verbal criticism or a penalty look,  Redirection  Most effective way to address the undesirable behavior  Redirect their energy & attention either back to what they were suppose to do or onto something else  Redirect to another task & observe their performance & catch them doing something right  Best way to turn countless low-morale situations around low-  Positive Response p  Least used & very powerful
  9. 9. The Redirection Response  Describe the error or problem as soon as possible , clearly & without blame  Show its negative impact  If appropriate , take the blame for not making the task clear  Go over the task in detail & make sure it is clearly understood  Express your continuing trust & confidence in the person
  10. 10. Whale Done! Response  Praise immediately. immediately.  Be specific. specific.  Share positive feelings. p feelings. g  Encourage them to keep up the g good work. work. GOTcha Catching people doing things wrong Whale done Catching people doing things right
  11. 11. Our Emotional Bank Account with Others  When we have positive interactions, we are making deposits  When we have negative interactions, we are making withdrawals. withdrawals.
  12. 12. Common myths about Motivation  I can motivate people  Money is a good motivator  Fear is a good motivator  Motivation is too hard I know what motivates me, it should motivate others Increased job satisfaction=increased performance
  13. 13. Fundamentals to raising Employee Morale  Communicate  Define expectations  Set goals  Treat employees p y with respect  Recognize performance  Celebrate C l b t success  Offer opportunity for professional development  Create community  Have fun
  14. 14. Positive Relationship What’s in it for you  Reduce stress  Get more done  Just plain feel better What s What’s in it for the Organization  Increase retention of top performers  Increase creativity and innovation  Improve service to team members & customers  Inspire passion and boost performance! 14
  15. 15. Steps in training Killer Whales
  16. 16. First Step The trainers use at Sea World to train killer whales, dolphins, sea lions, and other animals is to "build trust" with the animals. Strange as it may seem, a multi-ton killer whale is much like a little lap dog or a small human child in one sense- --a kill whale "d killer h l "doesn't care h 't how much you k h know, h wants t k he t to know hhow much you h care." It's true---Sea World trainers get MUCH better cooperation from their animals during the training process if they actually LOVE these animals! The killer whales seem to KNOW when they're loved---and respond accordingly y p gy
  17. 17. Second Step The second step in training killer whales and dolphins is to "reward positive behavior." That means, if a killer whale performs the action that the trainer wants (or even if the killer whale comes CLOSE to performing the action correctly), then the p g y), SeaWorld trainer needs to reward the killer whale immediately. What types of rewards can a Sea World trainer give to a killer whale? A nice bucket of fish makes a good reward! Surprisingly, a back rub is another reward that killer whales at Sea World like! Of course, their backs aren't the only thing that killer whales lik rubbed---they lik th t kill h l like bb d th like their heads rubbed, their fins rubbed...and even their tummies scratched. Don't they sound just like the family dog! No wonder so many people think the Sea World killer whales are so adorable---not only are they cute to look at, but they also act just like the famil pet at times! family pet,
  18. 18. Third Step The third step in training a killer whale is to "re-direct" his behavior h " di t" hi b h i when h makes a he k mistake. Perhaps the killer whale has done the trick wrong. Or, perhaps the killer whale has ignored the trainer's instruction. Whatever as g o ed t e t a e s st uct o ate e the problem has been, the trainer must try to get the killer whale back on-track. First, First the Sea World trainer will NOT reward the killer whale. Instead, the trainer does a "three second pause." That is, the trainer doesn't move or make a sound for 3 seconds. The killer whale knows he usually gets a bucket of fish...and notices that he isn't being rewarded this time.
  19. 19. Never Punish The Sea World trainers never punish a killer whale. For one thing, the trainers will eventually have to get back into the pool with the killer whales---and it isn't very wise to get an animal who weighs several tons mad at you! Another reason that the SeaWorld trainers don't punish the whales is that they don't want to damage their relationships with the whales. Since whales are sensitive and will only perform when they feel loved and content, it doesn't make any sense to make them feel angr ! angry! To get a whale back on track, the trainer might next ask the whale to perform an older trick...one that the whale DOES do well. Afterwards, the trainer can p praise and reward the killer whale, and everybody's happy again! y y ppy g
  20. 20. Training to improve performance How would a SeaWorld trainer teach a new animal---for example, young g grandbaby Shamu---how to do a trick? y  Let's say that a trainer wants to teach a young killer whale how to jump over a rope. First, the SeaWorld trainers would place the rope down in the water where the killer whale could swim either under it or over it.  After every time that the killer whale swims over the rope the Sea World trainers rope, would reward him with a bucket of fish---and soon, the young whale will come to understand the connection that, "hey, if I swim OVER this rope, I'll get a treat!"  Next, the SeaWorld trainers RAISE the rope a little bit at a time. They keep rewarding the killer whale for swimming over the rope...but, in time, that means that he'll have to JUMP into the air and over the rope to get his reward.  Of course, this is easy for a killer whale---killer whales jump naturally while they're "in the wild " So actually a killer whale doesn't really need to be trained in HOW in wild. So, actually, doesn t to jump...just trained to jump when the Sea World trainers want him to do it!  Finally, the Sea World trainers raise the rope so high that the killer whale is making spectacular leaps in the training pool. Trick accomplished! Even so, the killer h l kill whale will still get a nice reward EVERY ti ill till t i d time h performs th t i k he f the trick.
  21. 21. Key Learning's/Take Away Learning s/Take  People, very much like whales, will not do anything for you until they trust you. You must show good intentions and convince them that th t you mean no hharm.  To build trust, you must accentuate the positive and not the negative. i  Do not accentuate negative behavior. Remember, the more attention you pay to a certain behavior, the more it will be repeated. When negative behavior occurs, redirect the energy.  Do not look down on others. Do not expect them to do something g just because you want something done.