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Staff will make or break the experience

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Dan Weir
Sr Director, Program Development & Enrichment
YMCA of Long Island
dan.weir@ymcali.org

Published in: Education
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Staff will make or break the experience

  1. 1. Staff will make or break the experience Dan Weir, YMCA of Long Island dan.weir@ymcali.org
  2. 2. Goals for this session
  3. 3. Why the Y prioritizes staff engagement
  4. 4. Leave with tips to keep yourself engaged
  5. 5. create a staff culture that is based on passion & purpose
  6. 6. All of the slides will be up by tomorrow 10am at DanLovesCamp.com
  7. 7. Sense of Purpose Everyone is important What our families will experience
  8. 8. Sense of Purpose Everyone is important What our families will experience
  9. 9. Sense of purpose, not just a job
  10. 10. Mission Essence Vision
  11. 11. The YMCA of Long Island, Inc. is a charitable, non-profit, community-based service organization dedicated to improving the quality of life of children, adults and families through programs that develop spirit, mind, and body.
  12. 12. Essence: what we our families to feel
  13. 13. Vision: what we want to be
  14. 14. “He who has a why to live for can bear almost any how.” ― Nietzsche
  15. 15. Sense of Purpose Everyone is important What our families will experience
  16. 16. Sense of Purpose Everyone is important What our families will experience
  17. 17. We crave a sense of belonging
  18. 18. “When everyone matters and everyone knows they matter, employees are happy to come to work and they’re eager to give you their energy, creativity, and
  19. 19. “When people don’t feel included they become apathetic and perform at less than their full capacity.”
  20. 20. Drop-off goes poorly The kid is stressed The kid is miserable The child goes home miserable The parent feels guilt for sending them The parent is stressed
  21. 21. Everyone is important
  22. 22. “Being chosen is the best gift you can give to another person.” –Trevor Noah
  23. 23. Sense of Purpose Everyone is important What our families will experience
  24. 24. Sense of Purpose Everyone is important What our families will experience
  25. 25. Greet people sincerely
  26. 26. Make yourself available
  27. 27. Can’t? Explain why!
  28. 28. Listen to understand
  29. 29. Active Listening 101 • Body language • Show empathy • Let the person finish what they are saying • Repeat back to the person what they are saying • “So what I’m hearing you say….” • Acknowledge what they experience • “Wow that sounds like a lot….” • Provide them appropriate feedback • “Do you need anything?”
  30. 30. Affirm what’s good
  31. 31. Take an interest in others’ interests
  32. 32. Smile
  33. 33. Use names whenever possible
  34. 34. Avoid arguments
  35. 35. Admit faults quickly and emphatically
  36. 36. Engage with Empathy
  37. 37. Ask questions instead of giving direct orders
  38. 38. From Hug Your Customer
  39. 39. “Extremely satisfied customers are genuinely loyal.”
  40. 40. Children & adults have a similar view of loyalty
  41. 41. Replace transactions with relationships
  42. 42. You have to like people
  43. 43. Fake it to you make it
  44. 44. A positive attitude is infectious
  45. 45. You are always on stage
  46. 46. Character development
  47. 47. Describe, Label, Praise
  48. 48. Never humiliate anyone
  49. 49. Be kind, sensitive, & respectful to all
  50. 50. Have fun!
  51. 51. We rate experiences based on 2 key moments 1. The best of the worst moments – peaks 2. The ending
  52. 52. Break the script
  53. 53. Recognize accomplishments
  54. 54. Create shared connection
  55. 55. We are already the experts on this 1. Enthusiasm 2. Adventure 3. Creativity 4. Reflection 5. Balance 6. Compassion 7. Confidence 8. Common Sense 9. Humor 10.Appreciation 11.Resilience
  56. 56. Sense of Purpose Everyone is important What our families will experience
  57. 57. Sense of purpose, not just a job
  58. 58. Everyone is important
  59. 59. It all starts with you
  60. 60. All of the slides will be up by tomorrow 10am at DanLovesCamp.com
  61. 61. Staff will make or break the experience Dan Weir, YMCA of Long Island dan.weir@ymcali.org

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